ComplaintsforBenjamin Franklin Plumbing

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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 response

  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

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  05/09/2024

   
  Complaint: 21368548
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  05/10/2024

   
  Complaint: 21368548
  
  I am rejecting this response because:

  Please advise when/how I will be refunded. 
  
  Sincerely,
  
  ***********************

  Business response

  05/10/2024

  Customer will be refunded to **** on file within 10 business days. 

  Customer response

  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

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 *********** 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They installed a Brita Pro Water Softener at my house on Oct 14 2023, the system worked for 1 day. They sent a technitian back out on Nov 6, to address the issue, and he said it was fix in the email he sent after he left, the system was still not working. I spoke with the manager Will and he told me the technician was not trained on this system and he apologized. He sent his master technician out on Nov 10, he also could not get the system working. I told the manager at this point and time I would like them to remove the system and refund my money $6999.00, he said he could not do that. I do not want to do business with this company anymore because, no one seems to know what they are doing.

  Business response

  11/16/2023

  We are a certified Brita dealer and we are knowledgeable on the product. At this time, even tech support is not sure what is occurring so we have offered to replace the entire system with a brand new unit due to the inconvenience. Customer simply needs to call in and schedule for replacement. We can even do the swap on a Saturday if needed. 

  Customer response

  11/18/2023

   
  Complaint: 20869308
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Benjamin Franklin Pumbling, sent a technician to my house to install this water softener, which the manager said was not trained to perform the job, then they sent the same technician back out to try and fix the issue. In my opinion this is negligent on there part, the technician asked if the power had went out, which it did briefly, I then ask him if the system had a battery backup and he did not know, my older system did so that further increase my suspicion of his compitence, and after the Nov 6 appointment the technician states the systems was fix. the manager said the problem was a programing issue and sent an experience technician out Nov 10. This experience technician was the person who sold me the system, he was unable to fix the problem. In my opinion the custmer support is very poor, and this is what I have to look forward to for the life of this system, and their own receipt in very pine print say if they cannot reach and agreement with a customer they will refund their money. At this point I know their customer support is suspect, but I also question this model water softener that they sold me,I would rather take my business elsewhere.

  Business response

  11/28/2023

  Customer did accept and we installed a new system today. 

  Customer response

  11/30/2023

   
  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,
  
  *****************************

  BBP came out and replaced the unit on 11/28/2023, and so far the system seem to be working correctly.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Benjamin Franklin came out to my house after a pressure pump flooded my garage. I bought this pressure pump at the suggestion of their sales associate when i purchased my new tankless water heater from them. The technician came out and said the pump was defective and covered under the manufacturer warranty. This was on 7/19/2023. He stated he needed to order the part and would return to install it when received. His name was *******. Since this date I have called weekly almost trying to reach Will who is the branch manager here in *****. Will finally decided to answer my call yesterday on 08/31/23 and proceeded to tell me that it is a manufacturer issue and i needed to order the part! How could this even be when your technician ******* took the pump with him? I have my mother living in this house alone who is ******************************* June of this year. I don't know if they thought they can take advantage of her but i am a certified building contractor here i the **************** myself. This is completely unacceptable and needs to be remedied asap.

  Business response

  09/14/2023

  Pump has been replaced for no charge and customer is happy. 

  Customer response

  09/18/2023

   
  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

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good ********************************** sent the young man *************************** to come in to my home to fix my plumbing problem I explained to the young man that I had a leak in the wall after a conversation with the contractor he advised it would be best from me to replace the pipe in my home in sides and out, and replace the water heater, I had to call them out again because the leak did not stop they sent *** the flied manager out whom advised they would need to go in the back of my home to fix the joint that was located in the back of the wall on the outside of my home after competing the job I was advised they would send out the contractor in two weeks to the replace the bricks they removed after two weeks no showed up are called . I have had to the company several times to close up the holes lift in side my home, and now I am left with a big hole in the back of the wall and they are refusing to fix. I consenting have to call from the company to stand by their word . They advised that they would fix the wall and I want it fix

  Business response

  08/31/2023

  I am so sorry for any stress or inconvenience. We will reach out immediately to schedule a subcontractor to make the needed repairs. 

• 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. 

*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. ↩