Business Profile

Plumber

Benjamin Franklin Plumbing

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
BBB recommends that if you have any complaints or concerns, please contact Mario Martinez, Manager of Benjamin Franklin Plumbing, at [email protected] or 813-277-6662.

Complaints

This profile includes complaints for Benjamin Franklin Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

38 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

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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:10/17/2024
Type:Service or Repair 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 made an appointment with Benjamin Franklin Plumbing - ***************, to unclog our drain, and repair work done by another plumber who removed our reverse osmoses system. I was given a date of October 15, 2024, between 8 AM and 12 noon.On October 15, 2024, at 11:45, my wife received a call from Benjamin Franklin Plumbing of *************** and was told that the plumber was stuck on another job. The person said that if we rescheduled for the next day 10/16/24, they would waive the $86.00 service fee because their motto is "If there is a delay, it's you we pay."When the plumber, *********, showed up on 10/16/24 the first thing he did was try to sell us a water treatment system. I said we didn't want a filter system, as we just had one removed. After the demonstration we said we didn't want a water treatment system. ********* said he was required to do the demonstration by his company.********* said the repairs would cost $282.00. We showed him a coupon for $176.00 off a drain cleaning special. ********* said that because they waived the service fee, we were not entitled to the discount. I said to charge us the $86.00 service fee and credit us the $176.00. He said, "No." This was a bait-and-switch by the ********** took him 15 minutes to clear the drain. When he started to pack up, I asked if he was going to finish the job and clear all the plastic tubes going nowhere. He said, "No."Had I known that the $282.00 was just to clear the drain, I never would have agreed to have the work done. It only took him 15 minutes, but thats $1,128 an hour!I want a credit of $176.00, and I want the work I asked to be performed, removing the plastic tubes, completed by a competent plumber, NOT *********.
Business Response
Date: 10/18/2024
We reached out to the customer and agreed to resolution. We are refunding the customer the difference per the coupon that we offer.
Customer Answer
Date: 10/18/2024

Complaint: 22434618

I am rejecting this response because: The cupion was for $176.00, the business only offered me $106.00 which is not the value of the cupon as they stated.

Sincerely,

Antaeus Balevre
Business Response
Date: 10/29/2024

Thank you for your assistance, **** regarding the complaint for our drain cleaning special.

Please see the attached coupon.
Customer Answer
Date: 10/29/2024

Complaint: 22434618

I am rejecting this response because: My sink is still somewhat clogged and the plumber did not fix what we agreed upon for the price.
I have contacted the State ************************* about this bait and switch scheme. I have received an acknowledgement that they will be proceeding, so you (BBB) can drop this as it's gone to the state licensing bureau now.

Sincerely,

Antaeus Balevre
Initial Complaint
Date:08/29/2024
Type:Billing Issues
Status:
ResolvedMore 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.
Can.t get an invoice so do not know how corrupt this firm is. I have put a stop payment on the billing with *****. They have excellent legal coverage,Everything started out right but then the precious/price problem began. Since I have never received a statement I do not know the cast--perhaps it is free. ( I will accept that)/
Business Response
Date: 09/05/2024
@*************************** This is for *******, not our location
***********************
Regional Director- Benjamin Franklin Plumbing
Customer Answer
Date: 09/25/2024

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
Date:08/28/2024
Type:Service or Repair Issues
Status:
UnansweredMore 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 contacted Benjamin Franklin Plumbing (BFP) on 5/16/24 to fix a broken pipe. *** came out the same day and quoted a price of $1470 to fix the issue. After digging a hole near the leak, BFP informed me that there would be an additional cost to fix the leak. I disagreed with the additional cost because I was told that the repair would cost $1470. I asked the *** how much would it cost to leave it as is (nothing fixed), and they quoted me approximately $868 for the emergency call and digging a hole. I disagreed. After back and forth with BFP, they indicated that they would also cap the pipe for the $868. Later on, *** informed me that they was going to go ahead and fix the pipe but it would be the original price. I was ok with this. *** came to me later and informed me that the work was completed. I gave the payment and signed a document electronically. *** handed me a second document to sign and informed me at the time that he capped a portion of the pipe because it wasn't something they fixed. I then refused to sign the second document, but the representative would not leave my home so I ended up signing the second document under duress. I contacted *** regarding this matter and spoke to a manager after the first contact. I told the manager that I wanted to submit a written complaint prior to discussion. I emailed the complaint. I have received no response other than an acknowledgement. *** failed to disclose complete details so that I can make an appropriate decision as a consumer. If the representative told me that they could not fix the issue (make me whole) for $1470, I would have contacted another company. Note - The initial work was performed outside. Due to errors on this company's part I also went without running water in my kitchen during the Memorial Holiday, and they had to come out and fix the faucet portion of my kitchen sink. The company sent the same person out. I am requesting a $600 refund.
Initial Complaint
Date:07/01/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
Benjamin Franklin Plumbing serviced my plugged sink on May 6 by **** and resolved the issue.However, the next day water started to accumulate in the dishwasher. The plumber came back a week later and advised me they do not even attempt to correct a water issue in a dishwasher. At that point I was going to call a dishwasher repair man or buy a new one. A handyman was called to fix a doorknob issue I had and a couple of outside jobs. He took a look under the sink and raised the tube higher that goes to the dishwasher. that was now resolved. A complaint was entered on why the plumber could not have resolved this three-minute fix. A friend of mine was alarmed by the ****** charge for unplugging the sink and how long it took for the company to respond. The Manger called and advised me i had a leg to stand on to request the refund. I was offered a ***** refund from Manager ***** so this issue is closed
Business Response
Date: 07/02/2024
The client has been contacted.
After speaking with the client the issues at hand was not due to any work that was performed by *** **********************. The issue was with the appliance which is an item that Ben ********************** does not perform work on. Regardless, a a gesture to our client and to uphold excellent customer ********************** Ben ********************** will be refunding ***** to the client for customer satisfaction. The client has agreed to this with the stipulation that they will edit their BBB post.
Customer Answer
Date: 07/03/2024

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
Date:03/19/2024
Type:Customer Service Issues
Status:
ResolvedMore 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.
Talked me into membership and company told me I can cancel at anytime. Called the company 6 times in last couple of weeks but keep getting told from main benajamin Franklin plumbing number that they are answering service and another department will Contact me (they say they dont have their phone number). They wont call me back.
Customer Answer
Date: 04/12/2024

Better Business Bureau:

I have heard from Benjamin Franklin Plumbing and they said they finally cancelled my membership. Thank you for your help.

Sincerely,

***********************
Initial Complaint
Date:03/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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 purchased a water filtration system from Benjamin Franklin Plumbing in Nov 2018. On 5/1/2023, I called in for service as the system was not working properly, leaving metal stains and water smelling like sulfur . Ms. *********************** (plumber) came with her trainee (****) and assessed that I needed replacement of parts $1,117. I made a deposit of $335.10. After countless phone calls from May 2023 to follow up on the parts they were suppose to order and escalating it to their Manager (Will) I finally got a phone call from him late last year. They finally came two weeks ago to replace the part and assured me that it was working. A few days after that, our water had a heavy metallic smell and started to stain the shower pans. I called their office again on 2/25/2024 to advise them of the issue. Their call center escalated my call to their manager (Will) and assured me he would call. I asked if the water was safe for my family and stressed our concern. They replied that they were not plumbers. Will never called me back. I was scheduled for them to come out on 2/26. But they rescheduled me for 2/27 *********************** came out and noticed that my water softening electrical plug was damaged and said they would come the next day with her manager and have the plug with them. She assured me that I would have enough clean water till tomorrow. They came the next am.. The plug didnt fit and **** said he called in the plug and it would be overnight expressed to them and they would be here today 2-29-2024. I texted **** and no response. I paid the balance less a charge she took off the invoice of $162.90. I paid a total of $954.10. After a 9 month journey. My system is not safe for my family. No water test was performed to deem my water safe. I have called ******** and they will be installing a safe system tomorrow. I humbly ask for your intervention in receiving a refund from this company. They can have their system. Thank you.
Business Response
Date: 03/05/2024
Dear ****,

Thank you for reaching out with your feedback. We take pride in our customer ********************** and would love to get this situation handled for you as soon as possible. Please contact ** at ********************************************** so we can get this handled for you.

Sincerely,

Benjamin Franklin of *****

Customer Answer
Date: 03/11/2024

Complaint: 21368548

I am rejecting this response because:
March 7, at 12:32pm
The Manager, Will called told me that they would offer me a full refund but I would have to sign a release and take down my complaint on BBB. I explained that I would not take it down, because I do not want another consumer (especially and elder) to experience what I experienced. He said that his boss would be calling me. No call came.

Sincerely,

***********************
Business Response
Date: 04/19/2024
We have offered to refund the customer and work with her. In return there is a resolution form that needs to be signed with this dollar amount of refund.
Customer Answer
Date: 05/06/2024

Complaint: 21368548

I am rejecting this response because: Benjamin Franklin Plumbing never called or sent me a form to fill out for the refund, from their response to BBB.

Sincerely,

***********************
Business Response
Date: 05/07/2024
Customer was contacted 3/7/24 and had a 4 minute 19 sec recorded call. Customer refused to sign resolution letter. We will send the resolution letter to the customer today and will refund upon receipt of letter back.
Customer Answer
Date: 05/09/2024

Complaint: 21368548

I am rejecting this response because:

Sincerely,

***********************
Customer Answer
Date: 05/10/2024

Complaint: 21368548

I am rejecting this response because:
Please advise when/how I will be refunded.

Sincerely,

***********************
Business Response
Date: 05/10/2024
Customer will be refunded to **** on file within 10 business days.
Customer Answer
Date: 05/10/2024

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
Date:01/24/2024
Type:Billing 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.
Oct 26 2023. This plumber boosted about his experience and his past companies. How much money he always made. (Seemed a little loud/aggressive.) He drained my hot water tank for over one hour and stated that it could not be completed. So I Bought new hot water tank $2369.00 (3 hours installation) plus pan $125.00, and had existing new toilet *************** for him to replace. $343.00 (15min- I had parts)I am on a monthly plan to pay no service charge. He added the new year **** *** of $120 and they are taking out $10 month from my acct. He replaced one sink trap/outlet for another $343.00 (15min)When I stated that the 2 charges of $343 was too high he said firmly that I need to take it up with the office. He could not change the charges. I left 2 messages for someone to call me back from billing and to date no response.In my opinion $343/15 min x 4 (hr)= $1372 per hour??????? The receipt states I received a 20% discount. WOW This is very overpriced and no one has called me back
Business Response
Date: 02/20/2024
Hi,
Thank you for reaching out with your feedback. We take pride in our customer ********************** and would love to get this situation handled for you as soon as possible. Please contact us at ********************************************** so we can get this handled for you.
Sincerely,
Benjamin Franklin Plumbing
Initial Complaint
Date:01/08/2024
Type:Service or Repair 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.
On December 20 we got a letter in the mail from ********************* saying that we have 24 hours of continuous flow of water. On January 2, **** we called Benjamin Franklin plumbing to determine where the leak is. He couldnt find the leak so he referred ***, the leak detection specialist from Benjamin Franklin plumbing and he determined there was a leak under the slab under the master bedroom closet. He provided me with several estimates to re-pipe the house and a new water heater. I wanted to get a second opinion because its a very expensive job. We paid $420 and Benjamin Franklin plumbing cannot provide us a report with their findings. They now say they are not a leak detection company but thats what I needed and they never said they werent. They are providing misleading advertisement. Now I have to pay a leak detection company for another evaluation and report.
Business Response
Date: 01/09/2024
We are a plumbing company and we do offer leak detection in order to earn the business of making those repairs for our customers. We have now sent two technicians out to the home and have given repair and replacement options. We are a plumbing company and the leak detection locations are intended for us to do the repairs. We do not detect leaks for other plumbing companies. If a customer does not choose to go with our repair or replacement options, they may have to pay for the detection again. We will contact the customer to see if there is a way we can resolve this situation.
Initial Complaint
Date:12/27/2023
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.
Good evening I still have a issue we its Benjamin Franklin plumbing they installed a hot water heater tank its been six months I and the tank no longer work I have no hot water I am this company to much money for my hot water tank not work I have called them and they sent a technician out but he advised that I need a new when asking for the replacement he advised that a manager lead tech will need to be approved no has called me are scheduled for a technician to come out I just want my service working this way I will not have to worry them no more are speak with this company
Business Response
Date: 12/29/2023
We have been out to the home ************** including a no charge E-call on Christmas day. The unit is working fine, there is a timer that has been turned off or not working correctly. We recommend having an electrician coming out to make sure all electrical is correct. The water heater itself is working correctly. If there is another issue, customer needs to call into call center and directly ask to leave a message for the Regional Director, *****, and I will personally address the issue! We always aim to satisfy our customers.
Initial Complaint
Date:12/27/2023
Type:Service or Repair 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.
Im giving them two stars only because they did the initial work satisfactory. I needed to have two faucets repaired on the outside of the house which were done well. At the time the worker told me I could save a little money by signing up for their monthly subscription, which would get me a hot water heater, flush, faucet maintenance, and they would look over my water softener, so I agreed. Six months later I decided to use the maintenance plan I had been paying for. I called and made a reservation that was three weeks in advance because I needed to take a day off of work. On the day of my appointment, they canceled on me an hour before, mind you I took the day off of work and sacrifice the day of pay. I called and requested to speak to the supervisor to try and get them to accommodate later in the day due to the fact that I already took the day off and I didnt get a callback for three days. When you finally called me back he apologized for me taking the day off, but said that I wasnt entitled to the maintenance, so me, taking the day off and losing pay, was in vain. He told me I couldnt use it for a year and that they shouldnt have taken my reservations to begin with. They offered no sort of compensation and did not try to make it right
Business Response
Date: 12/29/2023
I am the regional director and want to apologize for the way we handled this situation. I would love to make it up to you and book a Saturday morning appointment (we don't normally do maintenances on a Saturday) and renew the next year for no charge. Please call our call center and ask to leave a message for the regional director ***********

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Benjamin Franklin Plumbing is NOT a BBB Accredited Business.