ComplaintsforBenjamin Franklin Plumbing

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good afternoon,I had Benjamin Franklin Plumbing perform a service call at ****************** on 8-12-23, Invoice #****** for a sewer line back up. I continued to have issues with the plumbing so had another plumbing company out to provide a second opinion. The second plumbing company discovered the toilet had not been placed back correctly. The ****** was too low and the toilet was not sealing correctly and water was leaking out. They had to raise the ****** to correct. I am not requesting a full refund from Benjamin Franklin Plumbing, however, would like to be refunded the cost for pulling and reseting the toilet since this was not done correctly. I have called them 4 or 5 times and was unable to speak with anyone and no one has returned my call. I also have sent emails as well with no response. Please help me contact someone so this can be rectified.Thank you,

  

  Business response

  09/19/2023

  We have left a message for client so, we can get a little more info on the findings. Please give our office a call ************ and ask for ******************* Benjamin Franklin Operations Manager 

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 26, 2022 the dispatcher for Benjamin Franklin contacted my husband after receiving his information from Lowes to install the walk in shower he just purchased. We were told that on March 28, 2022 that someone would be out between 2-6pm to give us an estimate and do the work that day, if we decided to go with the price. Mst. Plumber Forest and his helper, showed up in their work truck around 4:30p. Forest very clearly stated that they would not be doing any work that day because he wouldn't get done till after 8pm. Forest went out to the truck to write up the estimate for the job. The other tech with him stayed in the home with my husband and I. After a little bit of time, Forest came back in with an estimate for us on an iPad. Despite Forest's poor attitude we heard him out on what the cost would be. He told us that it would cost $1,599 to do the plumbing, drain, and install the walk in shower fixture. My husband and grandson already had the bathroom gutted for easy install. Forest made us feel rushed to sign and did not give the opportunity to ask many questions. We went ahead and signed the iPad for the work to be done on March 30, 2022. My husband talked to ************** about Forest's attitude and he gave us a small discount. They were to be there between 8:30-9am. The installer ****** showed up an hour late/his helper was 2 hours late. During install, ****** drilled a s**** through an existing water pipe. He then cut a hole in the wall to be able to get to it and fix the mistake. ****** didn't even fix the hole he created (we had to) and would have never said anything if my husband didn't see it. I could hear the plumbers talking badly about their next client the entire day. We realized over the weekend that we did not receive any receipt/contract for the work done. We also did not receive any warranty paperwork like we were promised. We have tried contacting them to get the paper work and still haven't received anything even though they said they sent it.

  

  Business response

  04/11/2022

  Thank you for your inquiry. **************** is our top priority and we apologize for any confusion or delay. After further review of the account, there was a call set up for 03/28/22 between 2pm and 6pm to give an estimate on an owner supplied shower and all necessary plumbing to install the shower. Our plumber arrived onsite at 4:00pm and provided an estimate to install the shower in place of the previous tub/shower and to complete all necessary plumbing work. This estimate was signed and accepted. The return call for the install was scheduled 03/30/22 between 8am - 5pm . Our installers arrived 03/30 onsite at 9:44am. Due to the job scope, this job required two people. On the morning of 03/30, this install crew had to come by our shop to pick up all necessary material items to complete the installation. During the installation, there was a mistake made by drilling a s**** into a water line that was unforeseen due to being behind a wall. Our plumber alerted the homeowner to the mistake and made the necessary repairs to correct it at no charge. Unfortunately we did have to open the drywall to fix the mistake and typically we do not fix drywall due to not having the experience, tools or materials to do so. 

  Our plumbing supervisor ******************* was contacted throughout this installation and provided the customer with a 20% discount due to the scheduling of the job, the mistake made while completing the installation and in good faith. Our Plumbing Operations Manager delivered the requested invoice via email and postage mail. After the customer continued to alert us about not receiving the invoice, our Operations Manager personally delivered the invoices to the customers home. While there, our Operations Manager also had a follow up conversation with the customer regarding the finished job to ensure the customers were satisfied.

  At this time, all invoices with job details have been delivered to the customer. Invoices delivered includes: payment showing paid in full, job details , warranty information/exclusions and customer acceptance signatures.  

   

  Customer response

  04/11/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *****************************

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2013 I contracted with this co to replace all sewer and draining lines under my home, job done. I was a traveling nurse ubtil 2016, and spent summers only in Indiana. Yesterday had this co out about for possible sewage draining under my house whice has full warrenty on all new lines installed. Tech told me I would not be paying for repairs after inspection. But after calling it in it all changed. First he told me $189, then it went to over $300. But I would have to get the water out from under the house first. I called a Plumber I know, and upon his inspection he said the rubber boot they put on line from sink to PVC to hold in place had not had the clamps tightened, and line fell apart. He replaced to same boot and tightened to clamps, which they would not do. I called tech boss Jim Farmer, and sent same warrenty pic, to no resolve. I believe it is their responsibility to remove the water from the crawl space since it was their work that failed. Iam 69 yrs old and cannot do it .

  

  Business response

  10/15/2021

  Thank you for your inquiry. Customer service and satisfaction is our top priority. After thorough research regarding the job in 2013, we agreed to come back to the client's home to evacuate the water from the crawl space and further investigate the failure of the fernco fitting used to attach the drain line to the existing lavatory drain. Scope of the job was to replace all drain lines in crawl space, attaching to existing drain stub(s) below the sub floor in the crawlspace. It is possible that the existing pipe (copper) the fernco fitting is attached to has deteriorated over time causing the fitting to come off the original existing pipe. We will replace if necessary to correct the issue.  

  Customer response

  10/15/2021

  Yes I do.>Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 16024374, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  Caroline Bystrzycki

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