Complaints

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

close

Find a Location

Benjamin Franklin Plumbing has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Benjamin Franklin Plumbing

  624 67th Street Cir E Bradenton, FL 34208-6087

• 

  Benjamin Franklin Plumbing

  5808 N 56th St Ste A Tampa, FL 33610-4837

• 

  Benjamin Franklin Plumbing

  14241 Jetport Loop W Ste 2 Fort Myers, FL 33913-7728

• 

  Benjamin Franklin Plumbing

  12119 SW 114th Pl Miami, FL 33176

• 

  Benjamin Franklin Plumbing of Lakeland

  803 Lakeland park center dr Lakeland, FL 33809

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:04/09/2025

  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.

  Our major plumbing project started out well. But now the work has been completed since March 14, 2025, and we are at a standstill with trenches in our front and back yards, concrete cut through our garage, and a bathroom halfway gutted. I have messaged branch manager (*******) and called the Benjamin Franklin number multiple times per week to find out the status. They finally returned on April 3 to complete a pressure test for the inspector. Now we are awaiting the pest control company to treat our foundation before the concrete can be repaired. Unfortunately, we paid at the completion of the plumbing portion rather than waiting for the entire job to be completed. When I contacted the company today at 2:25, I was informed that they dont have record of messages being sent to the branch manger, even though I was told they were. At the beginning of the job in March, the branch manager had given me his contact info, but he is not returning my messages or calls.

  Business Response

  Date: 04/23/2025

  This project has been completed since this was first reported. We apologize for the delay, ended up having to use a different pest control company for the termite spray. 

• Initial Complaint

  Date:02/18/2025

  Type:Product 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.

  Over the last 18 months, Benjamin Franklin Plumbing has been out 5-6 times to fix a leak in our 2nd floor bathroom, during which we have paid more than $6,000 to Benjamin Franklin and the leak was never resolved. We had them tell us multiple times it had been fixed, which we then spen thousands of dollars to repair the hole in our ceiling they made to identify the cause of the leak only for them, to have to come back out and create another hole since the problem was not fixed. Recently I spoke with the manager **** ********** **************** and he told me we needed our bathtub replaced. We were given 2 different quotes over two visits from the same company, one was $3642 and the other was $4725. I flagged this with **** saying it was shady that one *** wanted to charge $1k more for the same job and **** agreed the higher quote had items we did not need. After paying the more than 50% deposit for the $4,725 quote ($2,400 paid) **** advised me the correct quote was the $3,674 and he would be giving us a $2,000 credit to compensate for past payments and for the headache we've endured over the last 2 years. After we agreed to these terms and the tub was replaced, **** called to say his Regional Manager was only willing to offer a $1,000 credit on the $3642. When I got angry, that was not what I agreed to when I allowed his plumbers to come and replace our tub, he claimed that I didn't let him finish and that he would still be giving me the full $2,000 credit out of his branch budget. An hour later, I received an email where he applied the $2,000 credit but on the higher $4,725 quote. He also tried to have me sign a contract agreeing to not report them to the Better Business Bureau or write a negative review. The job has still not been completed and at this point we no longer want Benjamin Franklin in our home to finish the job. We would like the original agreement honored which would result in a refund of $758 to our credit card that we paid the deposit with.

  Business Response

  Date: 02/21/2025

  The customer and I have spoke and we acknowledge the customers concerns are warranted. We do have a 100% customer satisfaction policy and will be refunding the $720 that was agreed upon on today's phone call (2/21). 

• Initial Complaint

  Date:02/03/2025

  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.

  Had a work order from said company for 28 Jan between 10AM-2PM (they're standard policy times).At 2:21PM I contacted the company by Text asking for delay ********* 3:19 PM a representative (******) called me back and told me that the service call was delayed that day because of another job taking longer than expected and the technician won't be available until tomorrow.I asked about they're policy on delay reimbursement (it's even included on their letterhead and commercials that any delay and the company will pay $5 per minute for the delay (which came to $395).****** said she didn't have authority to reimburse me for the time delay.Called back 29 Jan and spoke to ******* and explained the situation and she said the manager would call me in ***** hours.31 Jan I called and spoke with ***** and explained again the events. I was put on hold while she contacted the manager and several minutes later I was informed that he was in a meeting and would call me later that day. 3 Feb and I'm still waiting for a call back since none of the 3 people I spoke with would give me the managers name or phone number.

  Business Response

  Date: 02/03/2025

  I ****** ***** Have spoken to the Client and apologized for all of the lack of communication issues we have had in the last week, i have agreed that i will credit the client the *** on time guarantee for the future work that we do for his household, and have already attatched that to his profile. Client also now has my name and info on how to get ahold of me if he should need to for future use. 

• Initial Complaint

  Date:01/23/2025

  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 20th I had an appointment with this company between 2 pm - 6pm. Called around 4 pm and I was told the time has been changed to4 - 8 pm. At 7 pm I called and told it would be after 9 pm before the technician would arrive. Was promised I would be first on the 21st and when I called at 8:20 am I was told the technician was 8 - noon. Finally spoke with the branch manager and apologized for the mix-up and had the technician change course and the technician arrived at 9:30 am. Because he was not familiar with Rinnai tankless water heater, I requested he leave which he did. I filed the claim for $300 as per their on-time guarantee at the direction of management on December 23rd and even after repeated attempts to receive a response, I have received none and is following up with the BBB as I indicated in my last email.

  Business Response

  Date: 01/24/2025

  We did place a $300 credit on the customers account due to being late and not arriving until the 21st. The punctual promise is guaranteed and treated as a discount on the work, in this case the customer did not pay any money for the ********************** there fore, there is no way to refund. 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22847021
  
  I am rejecting this response because:

  Their guarantee says "on time or we pay you".  It does not say "on time, or we will credit you".  Therefore, I wish to hold them to what is advertised.  I have no intention of using this company in the future for reasons stated in my previous emails that I submitted. 
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/28/2025

  We did place a $300 credit on the customers account due to being late and not arriving until the 21st. The punctual promise is guaranteed and treated as a discount on the work, in this case the customer did not pay any money for the ********************** therefore, there is no way to refund. I have tried to call the customer personally to have a conversation and have not received a call back. I am happy to work with the customer to make this right. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22847021
  
  I am rejecting this response because:
  
  
  The "guarantee" states on time or we pay you.  It does not say we will credit your account.  ***** from *** Franklin called me and left a message.  I called back and left a message, I emailed requesting a call back and I also called *** Franklin and left another message for ***** and have not received one.

  Business Response

  Date: 02/21/2025

  As a courtesy, we did place a $300 credit on the customers account due to being late and not arriving until the 21st. The punctual promise is guaranteed and treated as a discount on the work, in this case the customer did not pay for any work/********************** therefore, there is no way to refund. 

• Initial Complaint

  Date:01/21/2025

  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.

  10/2/2024 - Called ******* Benjamin Franklin Plumbing because we received a water bill the middle of September from *********************** for $634.00, for the month of August 2024. Sales Tech with ******************************************** Plumbing came out on 10/2/2024 to check our home for a possible water leak. We saw no evidence of a leak anywhere. He checked the property first by walking around outdoors. He then used an acoustic listening device inside the home and focused on the kitchen area around the sink. The Tech stated we had a massive water leak under the foundation in the kitchen sink area and needed to repipe our home. There wasn't a visual readout or anything proving his statement other than trusting his word and the companies promise of honesty and reliability. We are in our 70's and we were quite shocked and concerned about the possibility of a sink hole. The **** said they could have someone out the following day to start work. Hurricane ****** was headed our way in a few days, it all seemed so urgent. The middle of October I called the ********************************** and spoke with accounting about uploading evidence of the repipe and mailed in the water bill. A few moments later accounting called me back and said good news there was just an error in the meter reading and we only owed $89. She would be mailing my check back to me. The following water bill for September was $60.84 which I received the middle of October. We took time stamped snapshots of the meter readings daily 10/1 through 10/5 during the repipe just to see how much water was leaking. At the time we had no idea how to read the meter otherwise we would have know there was not a massive water leak at all. The water was switched over to the new plumbing on 10/6. We paid half of the bill on credit card and half personal check. Contacted credit card company about the fraud behind repiping our home. I have communicated with branch manager several times, without resolve.

  Business Response

  Date: 02/06/2025

  On 10/02/2024 Benjamin Franklin Plumbing was contacted by **** ****** due to an increased water bill. Benjamin franklin plumbing originally performed an "Electronic leak search" which uses a sound amplifier to listen for any unusual sounds that a leaking pipe would make underneath a concrete slab. During this same testing, a "drop test" was performed and this test isolates the home from the municipal water supply with a pressure gauge to determine if there is any pressure loss within the potable water system. During the course of this testing it was determined there was an active leak within the slab, and due to the age and state of the current piping in the home, a proposal to replace all of the water lines within the home (potable water repipe). This proposal was accepted and signed on 10/02/2025. The work to replace all of the water lines began on 10/05/2024 and was completed professionally and timely. **** ****** had no objections to the work that was performed and all monies due was paid on time. Several months had passed after our work was completed and **** ****** called and informed us that her "unusually high water bill" was reportedly a mistake by the municipal water company. I (******************************************** Plumbing Branch manager) have attempted several times to contact **** ****** to resolve any issues that may have arisen from her situation. **** ****** has been unresponsive to any voicemails that have been left and no resolution could be made with the lack of contact after the claim of the water bill being an "accident" by the water company. 

   

  Benjamin Franklin Plumbing has performed all contracted work up to and exceeding Florida plumbing codes and has made all reasonable effort to accommodate a resolution for **** ******.  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22832129
  
  I am rejecting this response because: The Electronic leak search was the only test done on 10/2.  No drop test for pressure was performed until 10/4 after the re-pipe.  The ** Tech did not discuss with us the age or state of our plumbing other than telling us we had a massive leak in the foundation around the kitchen sink area. We accepted the proposal based on the Techs word and trust in the **s promise of honesty and integrity, as stated in their Code of Ethics. The re-pipe started on10/3, not on 10/5, with half of the payment $8238 paid on 10/3. The drop test was performed on 10/4, after the re-pipe was completed.  The drop test failed because it blew out a valve or gasket in the guest bathroom.  They came back the following day 10/5, fixed the leak in the guest bathroom and final payment was made $8238.  In response to the no objection statement we had complained to the ** Tech **** ****** about problems with the outside faucets not secured to the home among other concerns.  The Branch Manager came out and had the plumbers replace and secure the outdoor faucets to the home.  The next step was city inspection.  ** failed the City Inspection twice.  First time on 10/17 for missing stud guards on all exposed pipes and for placing the pipes on the outside of walls instead of inside walls.  The pipes were exposed in the garage and in the master bath, which had to be re-piped.  They failed City inspection again on 10/25/24 for leaky valve in master bath.  We communicated with the Branch Manager several times throughout the process.  The job finally passed inspection on 11/1.  They had to back fill the trench from the meter to the home and that finally took place on 11/4.  On 11/8 we emailed the ** ****** manager about the water bills received and water departments statement about the water bill error.  There was No Leak.  I have phone records and email records showing we communicated several times with the branch manager.  We have No phone records or messages showing ** ****** Manager ******* ********** contacting us.  On 11/27, we called **** and he stated that they would refund the Electronic Leak fee and would see what could be done about refunding more.  We waited on the refund to our credit card but have received nothing.  Then on 1/14/25 we emailed him asking about the refund, but still no response until now through the BBB.  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 03/06/2025

   
  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:01/07/2025

  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.

  On 22 Oct 24- I hired Benjamin Franklin plumbing ********* ** to repair pipes underneath my house- upon installing the pipes, my kitchen floor was damaged from moving the fridgerator without a runner, putting a hole in it- I informed BFP supervisor **** @************ what happened- sent him photos of the damage- told I would arrange the repair, with understanding of a reimbursement of the cost- **** agreed- Floor was repaired on 11/25/24- I texted receipt of $200.00 to **** he thanked me- On 12/30/24 I texted him a reminder- no answer or replay as of 1/7/25- Another issue was holes left in my bathroom from pipe connection- **** promised to send drywall repair- On approx 11/12/24 repairs complete from I believe Rise Again construction ************ arranged by **** @BFP- My bathroom which had been newly painted several months ago, was left with plaster bare on the walls under the toilet. Sink, & shower wall, with plaster all over the floor- I called **** told him, @1st he stated "we don't do painting", I explained it was not right to leave my walls like that, & texted him the photos of it- I told him I would provide the primer & paint- He acknowledged this & would get back to me- He never has-

  Business Response

  Date: 01/15/2025

  We are Very pologetic that this has happened and will do the best we can to resolve the issues for you. 

  I have sent the info and completed the damage claims portion for this client to receive refund for the damages that occured, i submitted the form a second time just now and will follow up via email to assist in anyway that i can so this refund can be processed in a timely manner  

  Customer Answer

  Date: 01/21/2025

   
  Better Business Bureau:
  
  Read & acceptable

  Customer Answer

  Date: 01/23/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  I am reopening my previous complaint. ********- against Benjamin Franklin plumbing-It was previously agreed by Benjamin Franklin plumbing to rectify my complaint of reimbursement of $200.00 for floor damage, by the Benjamin Franklin workers while installing piping. I have not received the reimbursementor, nor contacted on what specific plan is in place to receive this reimbursement, My bathroom also left incompleted, this issue  has also not been addressed in regards to after patching up the holes previous left from installing new piping- & leaving the white plaster on the walls, without re-painting the walls under the toilet, sink & shower wall-

  Business Response

  Date: 01/24/2025

  I have put in the damage claim request already for the reimbursement for the damaged floors in the amount of $200 , i have also notified the sub contractor to go back and finish the job he should be contacting you within the next 48 hours so we can get this all finalized for you. if there are any questions or concerns you can contact me at any time. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22774646
  
  I am rejecting this response because:
  

  Unacceptable- please keep my complaint against Benjamin Franklin Plumbing open- Their replay to me on the 24th was a prom
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/04/2025

  i have received notice via email that the $200 damage claim had been completed and should be in progress to the clients home, i was also notified that the subcontractor will be reaching out in the next 24 hours to schedule to remaining portion of the job we had agreed on. 

  Customer Answer

  Date: 02/24/2025

   
  Better Business Bureau:
  
  
  Complaint regarding Benjamin Franklin plumbing is resolved-Painting completed 2/10/25: Received $200.00 reimbursement check on 2/18/25
  Thank you
  

  
  

• Initial Complaint

  Date:12/23/2024

  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 am happy with ****** very friendly and tried his best to solve an issue. I submitted request through **** list to have a plumber check my water line. As I had low pressure downstairs and no pressure upstairs in the showers. The rest of the bathroom was fine. After quoting me for a cartridge valve which was believed to be the issue I was told the part was not available today and would be sourced and provided the next day. I waiting from 8-12:30 and was informed behind schedule and coming around 1-2 so went to lunch. The Texh was delayed till closer to 3-4 pm. The part was put in and the upstairs shower still did not work. I thought maybe I would need to just buy a new shower. ******* dollars brand new. Myself and the tech tried another method we removed a small pipe that had a filter screen And put back together without the valve and the water pressure was restored. The issue was not the cartridge nor any water line only blockage in the small screen between the pipe and the valve. I was billed for 480$ for this and this is not acceptable. I believe ****** deserves to be paid for his time and efforts but I now have a shower that needs replaced that does not have the pressure valve in it and I will need to replace. It is not acceptable to be charged for a product I do not need and to be charged for a job that did not take place. I will pay the service call for estimate and for Elliots time but will not pay for something that still requires repair or replacement. The second shower still needs fixed as well. ****** was kind and hard working and tried his best to find the issue but the overall experience and being billed from the company absurd amount is not acceptable.I have not paid the bill they have sent due to the fact the job is not completed. Services were not rendered as agreed and the way the company tries to raise the price very high for a simple visit then sell you a membership just to get the price lowered. Charge for technician time only.

  Business Response

  Date: 01/06/2025

  Benjamin Franklin is actively collaborating with the customer to develop a suitable resolution that meets their needs. We place a strong emphasis on customer satisfaction and are committed to ensuring a positive outcome. Our team is working diligently to address the issue and provide a satisfactory solution as soon as possible.

• Initial Complaint

  Date:12/09/2024

  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.

  December 1, 2, 2024. Tenant experienced a shower leak from second floor. Contacted Benjamin Franklin, came on Sunday the 1st. Opened up the ceiling to locate the leak, checked the drain and stated he didnt have the tools to fix the problem. Charged $431 for the call along with drain clearing, camera evaluation of the drain along with some other vague services. Second BF *** came the second day, spent a majority of his time talking to a supervisor and estimating that they would have to move all the pipes, pull out the shower pan along with the tiles and the doors with a cost os $6,000. I contacted another plumber for a second opinion , who did an inspection, only to discover a calking tube had been left in the drain since the construction phase. Upon removal of the tube, and seal ***lacement, the problem was solved. All for $450. Three people witnessed the tube coming out, which I still have. There are two issues, 1. The first BF plumber charged me for services that couldnt have take place with the drain blocked in such a manner. There is no way the drain was cleared and a camera placed in the drain. The tube was about three inches down and visible once the cap was removed. So I requested that the $431 be refunded. I filed a complaint , but never heard back. 2. The other issue is the bogus estimate of $6,000 to ***lace the shower. I have the estimate in hand. This plumber had limited experience and was only out to scam more money. Very frustrating and disappointing .

  Business Response

  Date: 01/07/2025

  We are going to be reaching out to the customer to find a resolution to make everything right.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22654562
  
  I am rejecting this response because: I have not heard back or received any response as yet.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/11/2025

  Attempted to reach consumer to go over resolution. Will make another attempt throughout the week until we are able to get in touch with him so that we can reach a resolution.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22654562
  
  I am rejecting this response because there hasnt been any response whatsoever .
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/24/2025

  Spoke with Mr. ******** and we came to an agreement that we would refund him the amount he spent with us on 11/30/2024 in the amount of $431.00. Client agreed to refund and satisfied with the resolution.

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 5 November 2024 Benjamin Franklin Plumbing came to unclog bathrooms. once they started using Auger or snake the Technician punctured a drain line which leaked all over ceiling and down walls and onto floor and carpeting. 5 cabinets, sink, backsplash, countertop along with flooring all was removed and thrown out due to water and ***** matter damaged. the plumber is done but is not fixing what he damaged

  Business Response

  Date: 11/26/2024

  on a routine visit to unclog a drain we found a blockage in the lines, we ran both camera and cable machine through the pvc lines as standard procedure to unclog the blockage. in this time a portion of the p-trap was broken from the cable, we have been working with the homeowner and the homeowners insurance company **** to rectify the situation as best as possible. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22587380
  
  I am rejecting this response because:

  In my opinion the damage I incurred to my residence is not acceptable as a response. The correct response should state you are sorry for the excessive damage my business caused on your newly renovated kitchen to include damaging the ceiling, walls, floors, 5 new cabinets, the backsplash, the countertop, the painted walls, sink and faucet, the flooring, the scratched Refrigerator in 2 places, and the Stair Railing that was ripped out of the wall by your technician and as a responsible Business I will pay for all damages incurred to the claimants residence in a timely manner. This should be your response.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/29/2024

  we are very apologetic that this has happened in your home, We are trying to make it right with the customer and working together on a solution, we invite the customer to reach out to us at any time as we wish to accomplish this in a timely manner.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22587380
  
  Benjamin Franklin responded to clogged toilet on Nov ****** punctured a hole in my pipes and flooded my kitchen causing ***** K in damage and since then they have not fixed my kitchen. The walls, kitchen cabinets, counter top, sink, faucet, backsplash, flooring, ceilings, refridgerator damages, stair railings, closet shelving all damaged

• Initial Complaint

  Date:11/14/2024

  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.

  The company has canceled multiple appointments. They are not reliable.

  Business Response

  Date: 11/15/2024

  Messages have been left for the client. Awaiting a callback from client to have situation resolved.