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

  1444 N Central Expy McKinney, TX 75070-3106

  
• 

  Benjamin Franklin Plumbing

  1100 Jupiter Rd STE 150A Plano, TX 75074-7041

  

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:12/18/2024

  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 hired Benjamin Franklin Plumbing to service the pipes in my home on 12/11/24. It cost me a whole lot of money because they recommended replacing all the pipes with new ones. Well I am so upset, it has not been even a year and the mess from the toilet is coming out through the bathroom as of today 12/18/24. I called for an appointment and I was told that I could only get A Stand by appointment only, witch I accepted for this coming Friday. This job was in the thousands of dollars and it really ungers me that it has not even been a year and I am already having problems. I swear if this continues I will get myself a lawyer. The job is guarantee for 10 years. I am laughing at that!!!!

  

  Business Response

  Date: 12/19/2024

  This complaint is not for our office. We are in *****, this customer is in *********** 

  

  Business Response

  Date: 01/07/2025

  Thank you for reaching out and sharing your concerns. We apologize for the frustration this situation has caused and understand your disappointment. At Benjamin Franklin Plumbing, we are committed to 100% customer satisfaction and stand by the quality of our work. Based on the information provided, we recommend visiting ****************************** to locate the branch that performed your service, as they are best equipped to assist you. We appreciate your patience and are confident they will work to resolve this issue promptly.

• Initial Complaint

  Date:11/21/2023

  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 water heater from the company. This month $287.88 was charged to our credit card. This charge is for maintenance service and we didnt approve or ask for the service. I have called them 3 times to dispute the charge and to date, ***, the director ***** returned my calls. The customer service representative would not give me his phone number. I told her this isnt acceptably. We are in a fixed income and cant afford this.I want the charge of $287.88 removed from our credit card. I also want ***, the director to call me.

  

  Business Response

  Date: 02/06/2024

  Thank you for your feedback. We sincerely apologize for the confusion and any inconvenience this situation has caused you. It appears that the charge you noticed was for the annual renewal of our maintenance service. Upon receiving your complaint, internally (prior to your review) we took immediate action to refund the charge of $287.88 to your credit card. We regret any delay in communicating our responsive action. Please know that this is not the level of service we aim to provide, and we are taking steps to ensure better communication in the future. It appears he reached out the following Monday to clear up confusion and we hope that his outreach has helped to fully resolve this matter to your satisfaction. Our goal is to ensure that all our customers feel valued and supported, especially when issues arise.
  Thank you for bringing this to our attention, and again, we apologize for any stress this situation may have caused. We value your business and hope to have the opportunity to serve you again under better circumstances.

• Initial Complaint

  Date:09/15/2023

  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.

  Our toilets backed up in both bathrooms at about midnight, over flowed, we called Benjamin Franklin Plumbing because they were suppose to be 24/7. Needless to say this was apparently false advertising because the plumber that was contacted and suppose to call us never did. We had to call again and this time we were told that was our only chance so we would need to schedule the appointment. We scheduled it and the next day someone arrived to perform the service. He left and our toilets worked again. For a period of 5 weeks, we had the privilege of viewing the camera after this when we had them come back to check our lines and we were able to see very little obstructions so we should have been good for another couple of years as was the case 2 1/2 years ago when we had to have the lines snaked. Now it has only been 5 weeks since the service was performed and once again our toilets are inoperable. We have toilet paper and waste in our front yard and to boot, can see that the plumbers never replaced the caps they took off when they were here. We called and informed them and were told a manager would call and it worth noting that we called hours before the normal business day concludes so it goes without saying that we naively felt we would be getting a call soon. When we didnt get a call we called again only this time we were told the manager would be getting back to us the next day which would mean we would have no toilets, would not be able to shower or use our sinks until that time when the manager called us and scheduled a service. When we found this out we told them to send a plumber out and we would pay for the service because we wouldnt be able to go that long, they refused to schedule that appointment or give me a phone number to call or anything.

  

  Business Response

  Date: 09/22/2023

  We regret to hear about the unfortunate experience you've had with Benjamin Franklin Plumbing. Plumbing issues are never convenient or enjoyable, and we sincerely apologize that you're dealing with this situation. We deeply appreciate your candid review; it helps us identify areas where we need to improve to serve you better.

  
  I want to address the concerns youve raised in detail. Firstly, I apologize for the breakdown in communication you experienced with our after-hours answering service. I have discussed this with our call center manager who will be taking the matter up with our third-party service provider. We understand that time is of the essence in plumbing emergencies, and the last thing you need is to be kept waiting.

  
  Regarding the plumbing issues you've been facing, from roots in the line to a break in the pipe, these are serious matters that will result in recurring stoppages and blocks. We understand that from the pictures, you may not realize how little it actually takes to wreak havoc on the lines. Clearing the line treats only the symptom (the blockage), not the root cause of the issue (the broken line and roots). As we explained at the time of service, thats why we were unable to warranty the work performed, as blockages are inevitable given the issues that were present. The cap on the line was replaced at the time of cleaning, but it's not uncommon for these to pop back off when there is pressure buildup in the line.

  I also intend to investigate why your calls werent addressed in a timely manner when you asked to speak with a manager. Our commitment is towards 100% customer satisfaction, and failing to meet that is unacceptable. Since then, w*** tried multiple times to reach out to you directly to discuss these concerns but have not yet succeeded in speaking with you. As a gesture of our commitment to resolve this matter, wed like to extend a complimentary drain line cleaning if you're still experiencing a stoppage.

  Our aim is to provide our clients with the highest quality of service, upholding our values of honesty, punctuality, and reliability. Your feedback is crucial for us to improve and better align with these commitments. We hope for an opportunity to regain your trust and rectify these issues promptly.

• Initial Complaint

  Date:06/12/2023

  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.

  On 6/8/2023, I called Benjamin Franklin Plumbing requesting same day service to fix and leaking toilet valve. The phone representative got me scheduled. I asked her what the charge was for the short notice trip. She said there was a $79 trip fee plus the cost of whatever service had to be performed. The plumber arrived on time same day and confirmed the leaking valve. The Plumber ***** tried to unnecessarily upcharge me almost $500 to do a major toilet rebuild because its cheaper than the minor fix. I balked at the price to replace one valve worth maybe $5 at *********** He responded that to just do the minor repair would be $240. I still balked and said I would not do that service. He then tried to charge me $79 trip fee PLUS a new $99 fee since service wasnt performed. THATs WHAT A TRIP FEE IS FOR. I told him I have a coupon to waive the trip fee and that the $99 was never disclosed to me. He took off the $79 charge but still charged me $99 saying you get what you pay for. I paid $99 and received zero value. This business is being reported for inaccurately disclosing their prices AND for price gauging customers when ZERO service was performed. This is unethical business practice.Desired resolution: apology from the company and reimbursing me the $99 fee that was suddenly required in addition to a trip fee.

  

  Business Response

  Date: 06/30/2023

  Thank you, *****, for taking the time to leave a review and share your experience with us. We sincerely regret to hear about the confusion and frustration you've experienced. We understand that plumbing repairs are never enjoyable, especially when the cost and communication are not as clear as they should be.
  

  We hold ourselves to a high standard of service and transparency, and it seems from your feedback that we did not meet these expectations in your case. For this, we sincerely apologize. Please be assured that we have brought this matter to the attention of *****'s manager and are taking steps to rectify the situation.
  
  We have attempted to reach out to you directly to discuss this issue and come to a resolution. Please give a call back and ask for Pat! 

  Once again, we deeply appreciate your feedback as it helps us improve our services, and we want to extend our sincere apologies for the inconveniences this experience has caused you. We hope to have the opportunity to provide you with the quality service that Benjamin Franklin Plumbing is known for.

• Initial Complaint

  Date:08/26/2022

  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.

  Hired Benjamin Franklin Plumbing after the floods in Dallas - had water 2 inches in basement and a leak. Plumber had a bad attitude and wanted to leave, chose easiest option Didn't inform me of any risk or impact to any other lines - he had my contractor cut through a floor in my bathroom and capped a line. Then checked the water after everything was closed up to see if it all worked. He completely forgot I had a washing machine on the other side of the house. After he tested faucets I tested the cold water in washer and no water. So, the fix was $2,800 and he left me with a quote for a new problem he caused that's over 5k to fix. The manager i called said, you would still have a leak if he didn't cap it. ??? I was not informed prior that there could be any impact on my line and that is because he forgot it was there capped it and then acted like oh well, now here's a quote for it and left. This is NOK - I was not informed or communicated with. We didn't have to cap that line - were other options that would have cost less but I wasn't given any. How do you fix some thing and walk away leaving the homeowner with a bigger issue. The pipe in question was a copper spicket in the yard and it was stand alone. He quoted me $4,200 to run a new spicket so I could have a hose connected to water my lawn and I had other contractors there so I have a witness. The washer is on the other side of the house and if a spicket was made near it, it would cost very little because the line existed. Then he capped the line w/o communication and no cold water. This is nok to customers/homeowners - I should have been given a choice or informed

  

  Business Response

  Date: 11/28/2022

  Business Response /* (1000, 9, 2022/09/28) */ Thank you for your candid review of your experience. While we understand that it is never fun to have to deal with unexpected repairs, we appreciate you trusting us with the service to your home. We apologize if the scope of work (and how it would affect other parts of the home) was not clear to you, we have brought this to the attention of our technicians to be more clear. We have made every attempt to contact you and resolve your concerns, and hope you feel we have done so as well. Your satisfaction is our top concern! We appreciate you, and hope you will consider us in the future!