ComplaintsforBenjamin Franklin Plumbing

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/11/2023 Benjamin Franklin plumbing came to my house to repair my upstairs and downstairs toilets. They charged me $511.10 for the services that day upon completion. When I returned home. I had a major flood damage from my upstairs batheroom that leaked down into my bottom floor ceiling of my house. My downstairs ceiling now has huge brown stains due to the incompetent repairs done at my house. Not only did they flood my bathroom, the toilet downstairs still doesn't flush without using a plunger. Benjamin Franklin said that they would refund me and read and do the repairs needed. Today, after speaking to my husband they told him they would only either refund me and not do the proper repairs, or do the repairs, and not refund me. I should not be charged for work that was not done properly or not even done at all and I should not have to be left doing repairs to ceilings that I did not cause.

  Business response

  08/11/2023

  First of all, Thank you so much for your business. At Benjamin Franklin we pride ourselves on the level of customer ********************** we give and the warranties that come with our repairs. Because the customer paid for the repair, they now have a warranty. With that warranty, we are able to offer the repair of the ceiling and the repair of the downstairs toilet that the customer states is not working correct. However, we do not provide warranty on free work. If we refund the work that was done, it is now free work and we cannot warranty repairs or repair the ceiling. I hope this helps clarify the situation and that you would let us know which resolution you would prefer. 

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6.26.2023 I had and still have water line leak flooding my yard. I asked them to repair and they said they would charge almost 200 dollars for emergency service plus cost of repair. They said they would be here in about an hour. I told them I would cancel if I could get someone out sooner. Two hours later still no one showed. They said the tech is running late on another job and they won't be sending anyone. If I didn't call them they were not going to tell me this. Now I still have to find another plumber and will have to pay for an additional two hours of water flooding my yard and potentially creating a health hazard in my home if the flooding water rises to the level of the broken pipe. There total lack of professionalism is offensive and dangerous to consumers.

  Business response

  06/28/2023

  Sorry this happened. We will work with our call center and dispatch team to improve and give the best customer ********************** out there. I am not able to look up the exact situation to get full details due to us not running the call but nonetheless, my apologies! 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Benjamin Franklin Plumbing guaranteed their work on their website as well as 100 percent. customer satisfaction. I have a signed contract for the removal of my old bathroom vanity and sink and faucet and install new vanity and sink and faucet. They have done this. And I have paid them. I came home to find a flood on my bathroom floor and called them for service. They called me back and point blank refused to provide service to me and told me to go get another plumber. I am 80 years old and can't afford to pay for another plumber as I live alone and I'm on a fixed income having already depleted my meager savings to pay for the work that was done in a timely way. I want to have them service and correctly repair what caused the leak which is where the pipe from the house meets their piping installation as soon as possible and also no to be on time with no additional cost to me.

  Business response

  04/21/2023

  *********************,
  
  First, thank you for sending in this concern we strive to be the best and will continue to do so. As for your concerns they can be addressed one by one.
  
  The install and removal of your vanity sink:
  
  You are correct, Ben ********************** did perform this work and you did pay for this work to be completed. You are also correct that we do warranty all our work and offer 100% customer satisfaction for all the work that was performed. What was not mentioned is that you called in asking Ben ********************** to return and perform extra work that was not on your invoice and perform this work free of charge.  Our tech, while on site, showed you the completed work and you verbally approved the completion of the work. On top of verbally confirming that the work was completed you signed a document stating that the work was done to your satisfaction. When you were informed that there would be a cost to have Ben ******************** return to perform work outside of what was on the invoice you refused to have Ben ********************** out unless the work was done completely free of charge. The branch manager that spoke to you offered multiple solutions, but you refused them all. These solutions even included a return of the tech to remove your vanity for only a service charge of *****. At this point you stated on a recorded line that you would be hiring another plumber to come and perform the work. The branch manager told you that if you did this all the work that was performed by *** ********************** would now not be covered under warranty. Due to your statement and the fact that there is no way to verify if another plumbing company has been to your residence the work that was completed by *** ********************** will not be covered under warranty.
  
  On time arrival:
  Ben ********************** offers 4-hour time frames in which the technician will arrive at your home. In all cases *** ********************** has yet to miss a timeframe dictated to you upon the booking of the call. If the client is not home during the appointed time frame the call with be rescheduled for a different time or in some cases a different day depending on availability. 

  Customer response

  04/21/2023

   
  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

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I generally use another plumbing company, but chose to go with this company after reading the advertisement that states that they pay the customer for every minute they are late.I got a text early in the morning stating that my techician was "in route to your home." It was over two hours before anyone arrived. I texted back later that day making them aware of this issue. No offer of adjusting the bill, no response at all. As another customer mentioned, they pushed HARD for a water softener system, which of course I refused.After spending $2000 for replacing two shower heads, I was left with two large holes in the walls and told that I would be contacted about the drywall repair (I was also previously told that the company contracted with someone who did this). This was not a misunderstanding. I specifically remember asking the technician as he was leaving about the drywall repair, and he said that someone would be in touch.Now I'm told that this was incorrect information, that they do not do or contract with anyone who does drywall repair, and the person I spoke with about the issue only cared about pinpointing who told me this (I've had exactly 3 of their people into my home -- surely they can figure out with whom I have spoken). I was repetitively asked -- "Who told you that?" as though I was making it up. Absolutely no attempt whatsoever was made to resolve the matter.*** Franklin my eye. They should call themselves *************** and the 40 Thieves.

  Business response

  10/11/2022

  We will contact the customer and find a resolution that works for us both. We do desire to have happy customers and will make this right. 

• Initial Complaint

  08/26/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My first transaction with Benjamin Franklin Plumbing occurred on June 22, 2021 when a representative responded to a request to fix a leaky toilet. After spending over $13,000 on a new water softener and heater, which was determined by the plumber to be the source of the problem, I not only have one leaking toilet, but now two. The original plumber came out at my request a second time to resolve the issue, but it continued. A second plumber came out and temporarily resolved the issue in both toilets by making some adjustments, but the problems still remain. I have NO confidence in the integrity or capabilities of this company, so will not allow them into my home again. I am requesting a refund of the amount paid to "fix" the toilet (the original complaint); however I don't know what that amount is because I never received an original invoice. Finally, the company's promise of "If there's any delay, it's you we pay" is false, because they did NOT show up for a scheduled appointment.

  Business response

  09/02/2021

  Business Response /* (1000, 5, 2021/08/27) */ This is certainly not up to Benjamin Franklin standards! I am so sorry you had a bad experience but we will fix that. I will reach out Monday to make this right. Consumer Response /* (2000, 7, 2021/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) The manager, James, reached out to me to apologize for the situation and assured me that he is addressing it with his team. He explained that a new policy is being implemented which will prevent situations like mine from occurring in the future. The company is refunding me for the cost of having the two toilets rebuilt (by another company). Based on how James handled this situation, I am satisfied with the resolution and appreciate his timely response.

*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. ↩