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.

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  Benjamin Franklin Plumbing

  99 Regency Pkwy Ste 203 Mansfield, TX 76063-7819

  
• 

  Benjamin Franklin Plumbing

  640 Taylor St Ste 1217 Fort Worth, TX 76102-4809

  
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  Benjamin Franklin Plumbing

  7501 Highway 287 Ste B1 Arlington, TX 76001-6969

  
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  Benjamin Franklin Plumbing

  9500 Ray White Rd Ste 200 Fort Worth, TX 76244-9105

  

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:08/13/2024

  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 8-9-24 a plumber was dispatched to my home. I spoke with *** and she stated that the $80 service fee would be waved since I inquired about it. The plumber came out quoted us two prices, one of which included the yearly maintenance. I declined. The plumber made adjustments to the running toilet charged us $80 and he was on his way. On 8-12-24 the toilet stopped flushing all together, so what ever adjustments that were made, made it worse. I called the company and the plumber was able to come back out. This time charging $130 to fix the issue. The service fee should have been deducted from this bill because he had to come back out to fix the problem he caused. I spoke with ****** and a manager ************ whom explained because there was no work done, thats the reason for the initial charge first visit. However if we had to call the plumber back out for a problem he caused then the $80 should have been deducted from the new total of $130.

  

  Business Response

  Date: 08/14/2024

  "On 8-9-24 a plumber was dispatched to my home. I spoke with *** and she stated that the $80 service fee would be waved since I inquired about it". We have a service fee for service calls, and every customer is made aware of it, and what it includes (a visual inspection of all plumbing and a water quality test). On the recording of the initial call, you were told this. You were also told that we would waive the service fee as long as we did any billable work for you (waived with work done).

  "The plumber came out quoted us two prices, one of which included the yearly maintenance. I declined". Two prices are quoted: The Member price, and the non-Member price. Our Memberships work 2 ways: When you use us, all Members get priority service, lower service fees, and can save up to 15% on any work we do for them. If you do not use us, we come out at the end of the contract and perform a whole house plumbing inspection, and we flush and fill the water heater (as should be done yearly). ************** is always included to our customers because it is the best pricing. It is up to the customer to become a Member or not, and yes, you did decline.

  "The plumber made adjustments to the running toilet charged us $80 and he was on his way". Our plumber did not do any billable work, nor was the customer charged for any work. They were charged the service fee only, as stated on the initial call in. It was to be waived with work done, and no work was done. There were estimates left to do the recommended work needed, but the customer declined to have anything done. In short, we determined what the issue was, presented the cost for the repairs, and the customer declined. 

  "On 8-12-24 the toilet stopped flushing all together, so what ever adjustments that were made, made it worse". We presented an estimate for what was wrong, and how to fix it, and you declined.

  "I called the company and the plumber was able to come back out. This time charging $130 to fix the issue". All work we do comes with a warranty, and we did not do any billable work. This return visit was not under warranty, because none of the estimates were accepted, and no billable work was done. There is no warranty for work we did not do.

  "The service fee should have been deducted from this bill because he had to come back out to fix the problem he caused"  We did not cause the issue, nor do anything to make it worse. We gave 3 options to make the needed repairs (including the price), and all work was declined. To be clear: No additional service fee was charged.

  "I spoke with ****** and a manager ************ whom explained because there was no work done, thats the reason for the initial charge first visit". Yes, exactly as we said when the call was booked, exactly as the plumber said when in the home, and exactly as I have stated here. We made this clear on the initial call in, we made this clear in the home, and we made this clear when the customer spoke with our CSR and Manager.

  "However if we had to call the plumber back out for a problem he caused then the $80 should have been deducted from the new total of $130". The estimate we gave was for $236.70. If approved, the service fee would have been waived. However, based on the customers behaviour, that price was lowered to $133 (with no warranty because of this huge discount). Because such a drastic cut in price was given, no further discounts would apply. Our policy has always been one discount per customer, always the one that saves them the most money. 

  Customer Answer

  Date: 08/14/2024

  Complaint: 22131955
  
  I am rejecting this response because: your practices are unethical, Benjamin Franklin Plumbing raises the price to compensate for the discount.  
  ************ stated the repairs did come with a 2 year warranty over the phone.  Now it does not?  The toilet was flushing the issue was once you flushed the water continued to run.  After your plumber adjusted it, 2 days later it stopped flushing all together. 
  The first quote was $300, second quote was $400 with yearly maintenance. 
  Regards,
  *******************

  

  Business Response

  Date: 08/16/2024

  "On 8-9-24 a plumber was dispatched to my home. I spoke with *** and she stated that the $80 service fee would be waved since I inquired about it".  As stated earlier, this is waived with work done, exactly as we told you on the initial recorded phone call. You did not have any work done, so the service fee was due. We collected the service fee, the one we told you about up front, and left estimates for the work you needed to have done, but declined.

  "The plumber came out quoted us two prices, one of which included the yearly maintenance. I declined". We have one price for non-Members, and a lower price for Members - This was also told to you up front when you called in when our CSR told you about our Memberships and said that our Members were given lower service fees & up to 15% off repair work we do for them.

  "The plumber made adjustments to the running toilet charged us $80 and he was on his way". Untrue. He started to investigate what the issue was, jiggled the handle a little bit, and it started acting better. It was not fixed, but you told us to stop there. We left you estimates for the work you still needed, but since no work was done, we did not charge you for anything. We collected the service fee only, exactly as we told you we would on the phone when you called us.

  "On 8-12-24 the toilet stopped flushing all together, so what ever adjustments that were made, made it worse". That would be because no repairs or adjustments were made. What you are saying is simply untrue - We did leave you estimates to make the repairs and fix it, but you declined them.

  "I called the company and the plumber was able to come back out. This time charging $130 to fix the issue". Yes, the plumber took the estimate that he left for you, and took off about $100 dollars to try and satisfy you.

  "The service fee should have been deducted from this bill because he had to come back out to fix the problem he caused". Untrue. The service fee should not have been taken off and was not because you declined the recommended repairs, and no work was done. It is an absolute fabrication on your part that our plumber caused your problem. He told you what the problem was, gave you the cost for the repair, and you declined it. Then, called us back out, where on that recording you were told UP FRONT that this was not a warranty situation because we did not do any work to warranty! How disingenuous and obtuse.

  "I spoke with ****** and a manager ************ whom explained because there was no work done, thats the reason for the initial charge first visit". Yes, we did explain all of this to you in painstaking clarity. Several times, including here.

  "However if we had to call the plumber back out for a problem he caused" He did not cause your problem. The problem existed before we arrived. Upon arrival we diagnosed the problem, and give you the cost to  make the repairs, and you declined. Jiggling the handle while diagnosing the issue is not work, and nothing was repaired, therefore there is NO WARRANTY on a handle jiggle.

  "then the $80 should have been deducted from the new total of $130". Untrue. We already discounted the estimate we left you, and this was a greater amount than the coupon you tried to use after we had already lowered the estimate total. You know, the one that says it cannot be used with any other offer or discount?  Because of all this: We will no longer be of service to you. Thank you

  Customer Answer

  Date: 08/17/2024

  Complaint: 22131955
  
  I am rejecting this response because:
  *********** called on his cell phone to explain the situation to the best of his ability stating that the work the plumber did for the second time came with a 2 year warranty. Now he states it doesnt. This is total retaliation for this complaint.  On the first visit the plumber did more than  jiggle the handle, he adjusted something inside the tank.  His actions caused the toilet to stop flushing all together. Where is Benjamin Franklins integrity? We decline the astronomical offer of $300 to fix a running toilet because quite frankly you can purchase a brand new toilet with install for that price.  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/31/2024

  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.

  *** Franklin Plumbing was called on a special ***** drain clean for my kitchen sink. The technician ran his cable line, but never came inside to run water through my sink or washing machine, then I heard on my roof and asked why you up there, tech told me using his camera to see where his cable line got stuck, he had to cut his cable line and told me I would be responsible in having it removed, I spoke with his service manager ******* and was offered no solution as to having their company come back and removed, if they came back I would be charged for whatever they did, it was my responsibility. I called for help and they made matters worse and trying to make me pay for their mistake, no caring or concern at all, I believe tech was just looking for something to charge me more for, tech told me I would have to repipe my whole house, I asked why would I do that if it is just one pipe you are telling me your line is hooked around. They refuse to come get their cable line out my drain. Worst company I have ever dealt with, I hate I ever fell for their discount service. They didnt care at all about what they had done.

  

  Business Response

  Date: 08/02/2024

  To be clear: The cast iron sewer line has our cable stuck, and nothing we did caused that to happen - The condition of the cast iron did. We called and scheduled time to come out and attempt to locate the cable and look at options to either go thru the slab to access the sewer line, to tunnel in from the outside, or possibly try to push it down the line and free up the cable so we can get the cable out. We went out and met with the homeowner and gave her several examples and pictures of what can happen to cast iron pipe, and to show that there wasn't anything we could have done to create the problem - It is the condition of her sewer line that is the issue. We tried to give her a Cast Iron Report, but she declined saying she would not read it. We will come up with options for repairs once we can figure out how to locate the cable. Customer is insistent that she does not want to re-pipe her house and she wants to know what we will do to help her with pricing. We will continue working with the customer, but know we needed to respond to this as soon as possible. 

• Initial Complaint

  Date:11/07/2023

  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.

  In early October I called Benjamin Franklin plumbing to come give an estimate for a water leak in a vacant house. The water has been off for a year due to the leak. The guy came out said there was a leak but couldnt tell me where it was, only that it was somewhere in between the house and the meter. When I scheduled the appointment I was told there was equipment to find where the leak was exactly. He was unwilling to use the equipment, but told me the only option was to build a whole new line from the meter to the house. I asked for the estimate which was provided totaling around $7,400. I told him the water needed to be shut off when he left. Before he left he asked if I wanted it shut off I said yes and he said he would. A month later I received a bill for $400 which should have been zero! I called and spoke to a manager named *******. He was very rude and dismissive trying to claim I couldnt prove it was their fault . I told him I can because no one lives there. Also the bill should be near zero as it remains off and has done for over a year. He tried to blame the city and literally anyone else but them. I told him that the city is aware of the leak and is fine with the water staying off for the past year. He was full of excuses & never took accountability.He finally agreed to give me a call back which he did. He offered to pay half of the bill which is entirely their fault. $400 for this past billing ********* imagine additional charges for the days of this billing cycle as the bill is what alerted me that they did not turn the water off. I am very disappointed in the end result as well as his customer service. He spoke very condescendingly to me which isnt my main concern, but perhaps worth noting. I dont trust them to fix this leak now and will be using someone else

  

  Business Response

  Date: 11/08/2023

  We have reached out to the customer and come to the agreement that we will each pay 1/2 of the bill. 

• Initial Complaint

  Date:02/13/2023

  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.

  We purchased a new water heater and had it installed, July 2021. Water heater came with 2-year warranty on parts and labor and 10 year warranty on tank. Pilot light not working, so I called for service on Thursday, 2/9/23. Benjamin Franklin came in and stated that they have had problems with this particular water tank and the pilot light component. I asked them to replace it and the technician said no and to wait until it happened again. Pilot light went out again on Saturday, 2/11/23. I called and a technician came out on 2/12/23 and claimed that I needed to purchase a maintenance contract for $99.00 in order to get the water heater repaired. They also claim that they do not have the part and it will need to be ordered. Benjamin Franklin would not respond to my call to explain. I have no choice but to pay them since we need hot water. They claim it will take several days to get the part and to complete the repair. They would not give me a timeframe on fixing our water heater.I am requesting a speedy resolution and a refund for the water heater and the maintenance contract. I would rate my experience an F.

  

  Business Response

  Date: 02/15/2023

  Sorry it took a little longer to respond than we normally take. I passed this complaint on to our Service Manager, and he was on assignments, but has become available. He is now, or shortly will be, reaching out to the customer to let them know we will credit them back the *** amount, and will be getting the water heater fixed at no cost. We always try to make sure our customers have an excellent experience, especially our Members, but sometimes we miss the ***** When we do, we always try to make it right, and I hope we can here. In the future please feel free to reach out and ask for the Office Manager (*******), or the Service Manager (Bo) with any concern/issue you may have.