ComplaintsforLen The Plumber, Inc.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Saturday May 18th a technician with Len the Plumber completely destroyed the home I rent due to what I can only assume is minimal plumbing knowledge and lack of experience. I called that morning because my adult children let me know there was a toilet clogged and a small leak in the basement. I could not get the toilet unclogged and the plunging was causing water to come up in the shower and toilet in the master located behind that bathroom and I freaked out. I have now learned that the pipe should have been snaked from the roof, but it wasn’t even suggested until after the house was destroyed. He started with the master shower which quickly started pulling in black water. He then started on the toilet, breaking the toilet in the bath behind it and to my disgust raw sewage began to come up and all he said was “get all the towels you have” and left to call his boss. When he came back he said I had two choices 1) to go up on the roof - what eventually fixed the clog - but because it was raining he didn’t want to do that or 2) that he could cut the drywall and rework all the (cast iron) pipes. When I asked about the mess he created he said that a little bleach would clean it up and left. I was crying and hysterical and my adult children told me to take a walk while they cleaned it all up. No protection, no biohazard training, and I am still surprised they are not gravely ill. That “little bleach” turned into a team of restoration specialist tearing the floors up in both bathroom, the basement carpet and all the drywall on two floors. After all that I couldn’t even get a call back from their office so this is the first step in getting my story out and now they can talk to my lawyers.

  

  Business response

  06/04/2024

  This case was escalated to a member of Senior Management who has resolved this matter with the customer. Thank you.

  Customer response

  06/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We contracted Len the Plumber to clean our drain line and scope it with a camera, after a large back-up in our basement. When I scheduled, they told me it would be a free consultation. I was called to confirm my appointment day of, and informed that it would actually be about $500.00 for them to come out, there was no consultation and they could only snake it. After cleaning, they informed us of the break in our main drain line. The specialist, Matt G*******, assured us the repairs would be covered in full by our home owner's insurance. He made statements that, now seem like lies, to convince us he'd dealt with this type of thing before and all that would be needed would be pictures and his expert opinion. He also presented the problem as such that it needed to be fixed immediately and we had no time to pursue other estimates or make sure our policy would actually cover the project. They also changed the scope of the project day of, after the estimate was already signed and project agreed to. We feel deceived by this company and feel they should cover some of the financial responsibility that they claimed would not be a problem.

  

  Business response

  05/22/2024

  Attached you will find the follow-up camera video referenced below as well as pictures from the ********** job.
  LTPHA did not charge for a technician to come out and give an estimate for the sewer backup that the customer called to schedule. The technician gave an estimate for the drain cleaning to resolve the issue the customer called about. The customer agreed to the drain cleaning and it was successful.
  After LTP cleared the drain, our Sewer Specialist ran the camera with the customer present. During this inspection there were multiple issues found with this sewer line that needed immediate attention, otherwise another backup would be possible in the near future.
  Our Sewer specialists give the options available to resolve the issue.  In this case the trap was broken, and the camera was not able to pass through. There was also cast-iron pipe that was missing the bottom of the pipe due to channel rot of the pipe.   
  Len the Plumber will give the insurance company all the relevant information to help get the customer coverage if they have the proper coverage.  There is a specific coverage for the outside sewer line that is an endorsement that the customer would have purchased prior to this issue.
  The camera technician gave the information to the insurance company that was necessary if the customer had the proper coverage.
  Many times when we are doing jobs the scope may change due to factors that may have not been seen until excavation.  This change did not result in any price change and the finished product of a properly functioning sewer line was accomplished.
  Timeline:
  
  5/3/2024 Time: 1: 48pm ******* called in and requested an appointment for a backup in her drain, when using the shower and flushing the toilet.  CSR offered her an appointment and she asked if there had been any fee, Our CSR stated no fee for coming out for consultation.   So, They’d proceeded with the call, and he offered 5.3/2024 she had been unable to do that day, so the CSR suggested Monday 5/6/2024 and the homeowner accepted. 
  
  5/6/2024 Invoice #********* w/ Jose R met with ******* **********, the homeowner.  Consultation Fee hadn’t been charged like we stated from the initial call.   The job for doing the service Drain Cleaning had been estimated and customer had signed for work to be done at the price originally $540.00 with a $99.00 off coupon bringing the total at $441.00.   Matt G had been contacted to do a follow up with the camera to camera the line.
  
  5/6/2024 Invoice # ********* w/ Matt G he went out to do a follow up with the homeowners by that time both homeowners had been presence at the jobsite.  Matt had been there to do a follow up Camera.   Pictures had been taken by our technician previously and there had been a video on the camera job that the homeowner had be standing right next to Matt and you can hear them conversing with each other on the integrity of the pipe and what issues that had been with this job.  Matt, mentioned in the beginning of the video to the homeowner if this hasn’t been working right for a longtime with this by looking at the pipe being terracotta and hand pushed to the cast piping and there are visible tie-ins which are not by code and there is something calcified hanging from the pipe and there is a blockage shown and Matt mentioned to the homeowner that camera is motorized and if could get through it would and it appeared that it wasn’t getting through solidly blocked with the sewage.
  
  **Note: Matt spoken to the customer on the part about insurance stated “If you’ve insurance for this man better cut it off do it once and be done with it” he never stated to the customer about the insurance company covering this job.
  
  We reached out Matt G. He shared the following: the homeowners had both been there and the husband stated that he has insurance for the service lines as coverage.  Matt also mentioned to me that the insurance adjustor called from HSB and spoke with him for about 30 minutes.  Matt stated that he has photos, and he can fill out the form. The insurance adjustor stated he has all the information and he filled out the form and didn’t need the photos.  Matt stated that proper protocol is for the technician to fill out the paperwork and forward any photos that are needed for this job or any job to email it back. Matt had an uneasy feeling with that adjuster on this matter.  
  We do request that Matt's last name be extracted from the Home Owners previous statement to protect his privacy. Thank you.

  Customer response

  05/30/2024

  They can finish the work stated in the contract or fix the work they left incomplete, or compensate us for the money we will have to pay someone else to finish it. The branch lines going into our bathroom stack were not replaced but we were charged for it. Matt said they would replace the toilet stack, but this was charged of the day of the project (as mentioned in my previous message) because they under quoted us. They attempted to remove a piece of the sidewalk from property after saying they would put back, then when we asked for it back they put it out of place by about 3 inches. They completely ruined our front yard. The place they dug out is now significantly higher than the rest of our yard, and this will cost thousands to relevel. They didn't remove the top layer of mulch or grass before excavating and just threw everything back. They lied to us, not only with the work they were supposed to do but they convinced us our insurance would cover the project. Matt stated he did many projects just like this and all that was needed were pictures of the pipes and his explanation. None of this turned out to be true. We would not choose this company again and other customers should know how they conduct business.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  11 April 2024, called Len the Plumber to fix a water leak, they replaced the toilet cutoff valve only and told me it was fixed, charged me $440.00. Leak wasn't fixed and had to get another company to fix what Len the Plumber didn't. 2nd company also replaced the cutoff valve, telling me it was a cheap one.. the wall had to be cut out to find the leak and a copper pipe partial replacement was installed. Work done by Len the Plumber not acceptable and I want a partial refund of $200.00 for the overcharged bill.

  

  Business response

  04/19/2024

  This Service Plan was cancelled on 3/15. Monthly fees were refunded due to delayed cancellation.

  

  Business response

  04/22/2024

  After speaking with both the customer and the technician, we have agreed on the customers desired resolution to this complaint. The appropriate paperwork has been filed with our finance department.

  Customer response

  04/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In September of 2023, Len the plumber was contracted to replace a garbage disposal at my condo. The technician neglected to remove the drain plug on the disposal, which caused the motor on my dishwasher to burn out. I had to replace it. Below is the message I sent at the time to Len the plumber. “Len the Plumber came out to a condo I own two weeks ago to install a replacement garbage disposal, which they did. Unfortunately and unbeknownst to us, the technician forgot to remove the knockout plug (Job #*********). Several days later, my tenant reported that the dishwasher that had been in working order would no longer drain. I called Len back out to look at the dishwasher. While they did not address the dishwasher, they found and removed the knockout plug (Job #*********). I have this documented in pictures from Len if you would like me to send them. I called out an appliance repair tech to look at the dishwasher. They found that the motor of the dishwasher was burned out and attributed the knockout plug issue. Because it would have been more costly to replace the motor than the dishwasher, I had it replaced. That cost was $640.24. I understand that there is a cost of goods for the new disposal, so I think a fair resolution would be for you to refund me for the labor to install it associated with Job# *********. That work was not done properly and resulted in the damage. I shouldn't be charged for it.”

  

  Business response

  04/22/2024

  Our Branch Manager has spoken to the Customer and the technician and has decided to uphold the customers desired resolution. Paper work for begin processing Mr. H***'s refund has been submitted to our finance department.

  Customer response

  04/28/2024

  Hello - thank you so much for your help.  I was contacted by Len the Plumber and they have committed to refund me my money, which was what I thought was fair.  I am fully satisfied with the outcome.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We hired Len the Plumber to replace a 170’ run of exterior water main line. The contract was paid in full upon completion. I reached out to the individual (Matt) that was the licensed plumber about 2-3 days later that the one trench close to the edge of the concrete driveway had settled extensively and was under cutting the driveway. My fear was any heavy vehicles would crack or cave in the driveway. Matt informed me that say that we would reach out to his excavator to fix the problem. I haven’t heard any response since after several texts and phone calls. I am asking that they fix the compromised (7’ long, 2’ under cut and approx 1-2’ deep) area before there is more damage that I would ultimately responsible for. They need to finish their job!!

  

  Business response

  04/22/2024

  We received the following email from Mr. ********** this past Friday and are considering this case as closed - 

  Customer response

  04/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contacted Len the Plumber on 3/7/2024 to cancel recurring charges for service plan. I was charged again on 3/15 and have been waiting to hear back from service plans to cancel the plan and be refunded for my monthly charge.

  

  Business response

  04/24/2024

  Ms. ********* Service Plan was cancelled on 3/15.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On FEB 20, 2023, Joshua from Len Plumbing gave us an estimate for a toilet leak that was a top price for the "what ifs" of the reason for the leak. He arrived at 8:33 am and left at 9:16 am stating he did not have the parts and had to leave to get them. He returned at 10:35 am and replaced a flange and was ring and then left at 11:25 am. He charged us the full estimate amount of $1,752.00. Basically he charged us about $900 an hour labor. I have called everyday, sometimes twice a day, since Feb 28 and no one will call return my call. I keep getting the run around that they are in a meeting, not available, or want to look at the invoice. This service should have not cost more then $600 at most. I believe the technician lied about how long he took for the repair and how much work he actually performed. But, i cannot get any response from the company, leaving me to file this complaint. I want a refund for at least $1,100.

  Customer response

  03/18/2024

  I have continued to call Lens Plumbing every day except one day since filing this complaint. I keep getting sent to voice mail for Lauran at #***. I have left at least seven messages. Each time I call, the person who answers the phone (never the same person twice) becomes argumentative asking me why i am calling Lauran.  

  Customer response

  04/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  03/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Came out and replaced the sewer line and water line and it’s been leaking since in my house. Came out several times to fix it and still leaking. Ruined the carpet in the basement, gave a credit for that and now it’s leaking again. This company is horrible and so is their customer service. I want my money back and want to hire a real professional company to do the job! You can’t even get a hold of a manager at this company. It’s literally the worst company I ever used!

  

  Business response

  04/24/2024

  LTP has refunded the customer for the damaged carpet and returned to ensure the water line was properly sealed. We do recommend that this customer contact a foundation company to check the water proofing of their foundation as that is not a service we provide.
  
  Timeline of events:
  LTP was contacted on 12/12/23 for a main drain cleaning.
  Follow up camera was ran on 12/13 and a sewer replacement was sold for $7071
  Sewer replacement was performed on 12/20/23. Water line was replaced as well. Excavation up to foundation wall was necessary to connect pipe.
  Customer contacted LTP regarding a sinkhole in yard that they believed was causing a water leak. Callback was scheduled for 1/2/24 and sinkhole was address. Picture is attached.
  Customer contacted LTP again on 1/7/24 about water coming into basement from water line. Service Plumber went out same day and found that the foundation leak was from the new water service.
  LTP returned to seal leak on 1/10/24. LTP redug portion by foundation wall to seal leak. Picture attached.
  LTP sent original install crew back on 1/15/24 to seal the leak from the inside. Customer emailed photos of the damaged carpet from the leak inside the basement. LTP offered the customer a $250 refund for the damaged carpet and they declined. LTP instructed customer to gather estimates from his contractor for the replacement of his carpet.
  Customer emailed estimate on 1/24/24.
  LTP submitted refund request for the damaged carpet in the amount of $1166.00 on 1/29/24.
  Customer contacted LTP again on 3/8/24 stating that the water line was still leaking. Camera technician went out same day and discovered when the water line was sealed through the wall, the tracer wire required by the county was fished through the gasket on the sleeve.
  LTP returned on 3/11/24 to redig water line, remove tracer wire in gasket, and properly seal. Pictures attached.

   

  Customer response

  04/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me right now unless it continues to leak. Keep in mind that was their 3rd time out fixing the same problem. Lets hope for the best!

  
  Sincerely,
  
  **** *******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 1/2/24, Len the Plumber removed a gas water heater from my home and replaced it with an electric water heater. During the process of capping-off the gas line from the old water heater, the technician incorrectly capped the pipe, cross-threading the cap, which resulted in a gas leak that wasn't detected until 2/23/24. BGE came to my home, confirmed the leak, shut off my gas, and informed me that i needed to have my plumber return to fix the problem. I called Len the Plumber on 2/23/24, was told no one was available to address my concerns that day, but did schedule someone to return 2/24/24. Len the Plumber returned on 2/24/24 (the same technician who incorrectly capped the pipe on 1/2/24), replaced the pipe and cap, turned the gas back on, and tested for leaks. The technician apologized (this was the only apology i have received). During a call with Ty P. (the supervisor), I said I wanted to cancel my service plan and get a refund for the payments I've already made. He told me to email [email protected], which I did on 2/26/24. I also asked for someone to call me regarding the negligent installation that resulted in the gas leak. On 2/28/24 I missed a call from their office and returned the call that day. I was transferred to a general voicemail and left a message. I have yet to receive a return call, voicemail or email - no acknowledgement of my concerns has been received. I also noted that there was no mention of a gas leak in the communications the technician received from the office (he showed me), or in the receipt for service after the technician returned on 2/24/24. I just want my service plan to be cancelled and to be refunded for payments that have already been made. I don't want to continue a service that I don't trust, given that their initial service resulted in a gas leak in my home. Thankfully, I don't think we suffered from gas poisoning and there was no fire/explosion as a result of the gas leak.

  

  Business response

  04/19/2024

  Ms *****'s Service Plan was cancelled on 3/11/24. It appears that a refund  of $49.77 was requested at that time.

  Customer response

  04/22/2024

  The response from the company indicates that a refund was processed/requested but I have yet to receive that refund and if it was initiated on 3/11, per their message, it has been over a month and I still havent received it. Is it possible to find out when I might expect to receive that refund? 

  

  Business response

  04/22/2024

  The original refund paperwork was not submitted properly. I met with our accounting team and this refund is now being processed. The customer should see the funds returned to her credit card within 5-10 business days. 

  Customer response

  04/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  02/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had sewer line replacement done February 14, 2024 and since then part of my yard stays wet Len the plumber seems to think it's normal. I have lived here 60 years they seem to think they are going to put me off . This is under warranty and they won't come fix it. I HAVE BEGGED AND CALLED, THEY HANG UP ON ME ALL THE TIME THEY WONT ANSWER ME. PLEASE PLEASE HELP ME. I DON'T KNOW WHAT ELSE TO DO

  

  Business response

  04/19/2024

  Below is a timeline of events regarding this customers complaint.
  Customer called in on 2/10 for a main drain cleaning. Drain cleaner out on 2/11 and charged $441.
  Follow up camera created and ran on 2/11 by camera technician Mike B*****. Sold 45x9 sewer replacement with Jetting for $10,944. Scheduled for 2/14.
  Sewer install crew out on 2/14 for sewer replacement. Completed same day.
  Customer called in on 2/22 stating that water was pooling in the yard and believed it to be from the sewer line. Mike B*****, Camera technician, went out same day. Had New Castle County come out and check the main sewer line for the municipality. No issue found and New Castle County Supervisor ***** informed customer that a main drain back up would not cause the water pooling in the yard. Water company came out as well to check water line and it was working with no leaks. Both the camera technician Mike B***** and the New Castle County Supervisor ***** informed the customer that the rainwater down spout needed to be extended to resolve the issue of water pooling in the yard.
  Customer called in again on 2/26 saying water was still pooling in the yard and wanted the sewer line redug. Redig was scheduled for Friday 3/1. Field Supervisor Mike S**** mentioned the rainwater down spout line was 2 feet away from the trench but was told the customer did not want to extend it away  from the trench.
  Sewer crew returned on 3/1 and redug line for customer. Water line was never hit or seen. Permit and self certification for inspection attached.

  Resolution is to have customer extend the rainwater downspout line away from the trench. Customer declined to have this done. No issue with sewer replacement performed or water line.
  
  

*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. ↩