ComplaintsforLen The Plumber, Inc.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Claim against Len the Plumber: On September 21, 2021, I phoned Len the Plumber for help with a blocked toilet that had caused a sewage backup into the tub. After checking the second-floor bathtub, he recovered a large piece of curly coiled har that appeared rather fresh and undamaged for something that had been stuck in a pipe for months. Furthermore, he stated that the obstruction in the upstairs toilet was most likely caused by the flushing of baby wipes. The next day, I informed him that, based on the condition of the toilet (same caulking), I did not believe it had been removed, and that there had been another overflow (albeit not as large), but it had occurred again. For these reasons, I had reservations about the work being finished and asked Mark H**** to redo the toilet job. They did not and the toilet is still clogged.

  

  Business response

  10/08/2021

  Business Response /* (1000, 7, 2021/10/08) */ Reason For Call On 9/21/2021; 2 bathtubs in home one on 2nd floor and other on 3rd floor is not draining. They did everything to drain and nothings working to drain it. Also, top floor Toilet is clogged Scope of Work Completed on 9/21/2021 as agreed upon by customer and signed off on; Included as part of your service today: Pricing includes first 90 minutes Secondary lines include 1 1/2" and 2" lines ATTEMPT to clean secondary line using a small machine No warranty Please note that drain cleaning is a best effort attempt and there is no guarantee on drain cleaning. Customer agrees to pay for service attempt regardless of outcome. Included as part of your service today: Pricing includes first 90 minutes Secondary lines include 1 1/2" and 2" lines ATTEMPT to clean secondary line using a small machine No warranty Please note that drain cleaning is a best effort attempt and there is no guarantee on drain cleaning. Customer agrees to pay for service attempt regardless of outcome. Clean stack drain line in third floor master bathroom. Pull out toilet and snake with main line machine around 15 feet. The line is open and draining good. Everything good and no leak. No guarantee for labor. Included as part of your service today: Shut off the water and drain the water from the toilet Remove the toilet Clean the existing wax seal from the flange Inspect the flange and subfloor Supply and install a new wax ring Supply and install new closet bolts Reset the existing toilet and hook up the supply tube Turn on the water and check for proper operation Clean the worksite 90 day LTP labor guarantee On 9/22/21 the customer called in stating that there was an issue with the toilet we snaked, the service manager spoke with the customer immediately and offered to send someone else out to the property no additional charge to the client. Len the plumber sent a different technician over to the property to address the clients concerns, upon the technicians arrival everything was working fine. Customer became nasty and irate kicking the technician out of the house. The service manager attempted to reach out back out the client with no success, the client didn't attempt to call back in to Len the Plumber since we went out there on 9/22/2021. The scope of work completed by ***** plumbing was different from the work Len the plumber completed, they replaced a section of the stack pipe. Consumer Response /* (3000, 9, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business Response /* (4000, 11, 2021/10/19) */ Ms. ******, We are in receipt of your complaint, and invoice of additional plumbing work completed in your home. We are never pleased to hear that one of our customers is not pleased. We will provide our best efforts to remedy this for you. After studying the matter further we are able to provide feedback in reference to your concerns. On 9/21/21 we completed the service On 9/22/21 you contacted Len the Plumber in regards to the toilet being clogged again; we came out, no issues were found at the property On 9/28/2021 you contacted ***** Plumbing for a second opinion. On 9/28/21 ***** confirmed in there invoice that we pulled and reset the toilet after snaking the line and that when you had the toilet replaced by someone else that pieces of porcelain were dropped down drain. ***** provided a price for additional work needed to replace some piping. On 10/8/2021 Len the plumber receives a BBB complaint 15 days from the date the service was performed and clog was cleared 10/8/2021 Branch manager Cher S*** called customer to review her concerns and offer to come out and address any issues with the toilet. Customer wouldn't allow for Len the Plumber to come back out. We understand that a clogged drain is never the outcome any of us want and our customer's safety is always a priority. In recognition of these facts we would like to provide a good faith refund in the amount of $500. Consumer Response /* (4200, 13, 2021/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Business Response /* (4000, 24, 2021/10/27) */ We understand that a clogged drain is never the outcome any of us want and our customer's safety is always a priority. In recognition of these facts we would like to provide a good faith refund in the amount of $500. The refund will be credited back to the card used at the time of services, the credit should reflect within 10-12 business days. Consumer Response /* (2000, 26, 2021/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The original service was for a rock that was visible in an outdoor drain, after assessment the technician informed me to pay $500 as he could bring the rock up. Instead, the tech pushed the rock further down. The next day, your team sent out a different technician, one who was one week into the job, with a larger snake. This technician waited for manager direction and guidance and in the end could not retrieve the rock. He left only when a manager confirmed with the both of us that someone from the sewer division would be in touch the next week to schedule a camera inspection. Each week, I call customer service and constantly am pushed around, escalated to managers and then when I get some traction, I am told that someone from the sewer division would get back to me later that day to schedule an appointment. What was agreed was to have a camera come to my home at no additional cost. Customer service constantly hangs up doesnt return voicemails for months.

  

  Business response

  10/18/2021

  Business Response /* (1000, 5, 2021/10/08) */ Ms. ******, We are truly sorry for the inconvenience you experienced with regards to communication with our company. As discussed we do not have the equipment to do a camera inspection on pipe in question and will process a refund. Thank you for your time and understanding.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a water heater replaced several weeks ago. I was given an invoice showing the full amount paid. I am working with a warranty company which needs a breakdown of services provided. I have called the plumbing company several times told them exactly what I needed.They sent the same invoice. I called again and was once again told that they would email what I need but I still have not received the breakdown of services. This is all I need and I don't understand why it's such a problem getting it.

  

  Business response

  09/15/2021

  Business Response /* (1000, 7, 2021/09/13) */ Ms *********, We apologize for the delayed response to this BBB complaint. This notification was lost in email. We have reached out to the appropriate Service Manager for a detailed copy of your invoice and will attach here on the BBB as soon as we receive it. Best Regards, Marketing Department Consumer Response /* (2000, 9, 2021/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has said that they would send the information. I assume that they will do the right thing and keep their word

• Initial Complaint

  08/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  8/6/21 I called for service as I heard a pop in the master bedroom shower and the water stopped coming out of the showerhead. I told the plumber what I heard & that we had the cartridge and mixer replaced. He stated that he could replace the cartridge but he didn't have the part. I had the part. His quote was if that was the issue it would be $300 & I stated I had a $60 coupon on plumbing services. after he replaced the cartridge the issue still existed. He determined it was the showerhead after spending a hour putting the shower facet back together. he charged me $271 & when I asked about the cost he said I should have given you the exact amount and not just $300.The invoice had no details of the work. When I replaced the showerhead the hot was cold. called back & another plumber came out on 8/8/21. The cartridge & mixer were in backwards & upside down. Called on 8/9, 8/11 &8/13 was told a service manager would call back and no call yet to discuss invoice and service.

  

  Business response

  08/30/2021

  Business Response /* (1000, 5, 2021/08/23) */ A Manager spoke with Ms. ******, apologized for the delay in communication and advised her she would be refunded full amount. She thanked them for the call, and provided the names of the staff members she spoke with. Consumer Response /* (2000, 7, 2021/08/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with the response of the full refund but as of today 8/27/21 the funds have not been credited back to my credit card account.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩