Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a new water heater installed by Benjamin Franklin in April 2022. In July 2022, I had a Fort Collins Efficiency Works home assessment. During the assessment, my advisor tested the carbon monoxide output of my water heater and found it to be at greater than 500 ppm, which is a very high value. He advised I reach out to Benjamin Franklin for them to come take a look and fix the issue. He also told me there is no reason a new water heater should be exhausting this much carbon monoxide (50x more than he typically observes) and that if a back draft happened, we would be in trouble. I called Benjamin Franklin, and they sent a different plumber than the one who installed the water heater. This plumber initially told me he has never heard of a water heater producing carbon Monoxide. He did not seem to know how to diagnose nor fix the issue. After a phone call with his manager, he later told me that as long as the water heater is venting and there is no carbon monoxide in the room, then the water heater is functioning properly and there is nothing he could do. He was not able or willing to perform tests or do any work and left my house. I paid for a warranty on the work performed, when the water heater was installed, and yet they refused to resolve my concern. It appears my water heater was not installed properly and is a potential hazard to my family's health. I no longer trust Benjamin Franklin to be able to fix the issue safely.

  Business Response

  Date: 08/02/2022

  Original complaint was made by the client on 7/13/22 to our company, and on this day we attempted to reach the client via phone at 4:10PM and left a voicemail and advised we would like to get someone out there to re-evaluate. We did not receive a response to our same day attempt to resolve the issue and concern. A second attempt to reach the client was made on 8/2/22 which went to voicemail and voicemail box was full so no message could be left. I did follow up with an email directly to the client as I was unaware of the process to respond specifically through the BBB; that email is attached for documentation purposes and outlines our additional actions we would like to take. 

  Please advise of when we could have a city inspector come out to inspect and verify if equipment meets the code standards and complete a carbon monoxide analysis.

  Thank you.

  Customer Answer

  Date: 08/03/2022

  Complaint: ********
  
  I am rejecting this response because: the company only offered to send out another technician. I no longer trust this company after my last experience with them and do not want them to enter my house. To resolve my complaint, I am requesting a refund for pre-paid services and warranties
  
  Regards,
  
  ********* *****************

  Business Response

  Date: 08/19/2022

  Please review the last response regarding this complaint on the BBB site. We request "Please advise of when we could have a city inspector come out to inspect and verify if equipment meets the code standards and complete a carbon monoxide analysis". The city inspector is a third party entity who would inspect the  unit for functionality and appropriate installation. This would need to be done before a refund could be considered. Thank you.