Benjamin Franklin Plumbing

This is the first time that I have seen or heard of this complaint, otherwise I would have responded immediately. Our records indicate that on Friday 2/13/2015 this client Ms [redacted] called and scheduled an emergency service call for Saturday 2/14/2015 in an afterhours “no time frame “ appointment...

window for a minimum evaluation fee of $79.00. At that time, it appears that she also joined the [redacted] plumbing maintenance plan which would entitle her to a free anuall maintenance, and certain discounts going forward. Our plumbing tech arrived at her home on Saturday 2/14/2015 at aproxx 12:45 PM and evaluated the plumbing request. The client requested that the toilet be replaced, and the tech explained that the shut off valve to the toilet did not hold, and should be replaced at the same time. He provided her written options, and she choose to have the valve and water supply replaced along with replacing her existing toilet with our deluxe package white round toilet including our five year 100% parts and labor guarantee. The price for each item are as follows:Toilet package installed                 $479.00New s/o valve installed                 $259.00New toilet supply installed          $189.00Appoint/eval fee                             $79.00However as these tasks were being provided together, the bundled price would be only $808.00 less an additional 15% discount due to the maintenance plan, for a total of $686.79 plus sales tax. The client agreed to the price, and authorized the fee and the work. The tech only had one toilet left on his truck, which was not the model that the homeowner choose, so he went to our warehouse, returned and completed the job the client’s 100% satisfaction.Two days later, the client called back, and said that no water was running into the toilet. At that time many homeowners were experiencing frozen pipes. Our call taker explained to the client, that if the toilet or installation had a defect we would provide warranty service at no charge, the same day, however we are unable to guarantee a time frame. She insisted on a general time window, so the call was put in the 12-4:00 PM window. The call taker also explained that if the problem was unrelated to our work,(water line frozen for example)a minimum evaluation fee of $49.00 would apply.She called us several times inquiring about arrival time, and asked about our on- time guarantee which applies to express and reserved appointments. However as explained to her our warranty calls are guaranteed same day service. Our website instructs our clients to ask for details regarding on- time guarantees. At 4:00 our dispatcher contacted me, and explained that the client was on the phone upset that we were “late”. As I was personally only a few minutes away, we explained to the client that the vice president of the company would be arriving ASAP in advance of our plumbing tech to evaluate the situation. I arrived within few minutes after 4:00, and I was able to determine that the chain on the toilet flapper was hung up, and by the time my plumber arrived just a few minutes later, I had resolved the problem. I explain this to her, and that there would be no charge as I was handling it as a warranty issue. She did mention something about being late, and I once again explained that warranty’s include same day service, and I was handling the call as a warranty and there would be no charge, she seemed to understand and indicated 100% satisfaction once again. That is the last that I ever heard about this matter until today. I was never called, emailed, etc about this. In this complaint the client states that she believes that we were 20 minutes late, and therefore she should have received a $100 refund, and also expresses a concern regarding the relationship of Benjamin Franklin Plumbing to [redacted] Plumbing and Heating. Once again, I was very clear and transparent when I explained to her that [redacted], and myself were the principles of [redacted] Plumbing, and that we acquired the Benjamin Franklin Plumbing franchise in 2007, and moved the phone numbers, etc for plumbing service under that brand in 2008, and eventually ceased operating under the [redacted] Plumbing title. I am not sure if our newer call takers are familiar with the [redacted] name.Even though the warranty appointment was for same day, and not on time guaranteed, and there is some disagreement over the arrival time, we do offer all of our clients a 100% Satisfaction Guarantee. It is clear to me based on this complaint that Ms [redacted] is no longer 100% satisfied. Therefore I would be happy to authorize the $100 refund that she requests in the complaint, as had she express this to me when I was at her home, I would have extended to her anyway at that time.

Just had xxxxx here and he was outstanding. Not only did he install our new disposal, he told us why we were having the problem and what not to put into the disposal. I would recommend him and his company to anyone

Mike with Ben Franklin Plumbing fixed two outside faucets and replaced a toilet. He was prompt at returning phone calls and arriving for appointments. He explained what he was doing in an understandable way, and was happy to answer any questions. Mike was thorough and neat and very pleasant to work with. He even fished my mother's wedding band out from the bathroom drain and reattached a hose in the tank of another toilet at no charge! Would recommend this company, and Mike in particular, to anyone with plumbing needs.

[redacted]
 
As per our...

conversation please accept this as my answer to a complaint filed by one of our customers; [redacted]
 
The customer was upset with the fact that they were running out of water after we installed water pump equipment at their residence.  They were having issues with this well recovering during use and it was determined that they could benefit from a process known as hydrofracking which can increase the amount of usable water in the well.  Our customer did not agree with our pump sizing selection as it was not showing in the range found on a printed sizing chart.  However, because of the extreme lack of water in this well at the time of our installation, we chose this equipment as a best choice for this depth based on all factors such as recovery rate, pressure switch setting, and depth of pump. The customer made a decision to have their well hydrofracted and in doing so they also decided to change their pump to a different size which they felt more comfortable with. 
 
In keeping with our policy of 100% satisfaction guarantee, we gave our customer a complete refund for all work done on our visit of January 6, 2014.  To the best of my knowledge I believe we have made a complete and satisfactory resolution with our customer. 
 
Thank you,
 
[redacted]
Benjamin Franklin Plumbing. 
[redacted]

I had Ben Franklin plumbing out along with a second plumbing company at the same time as my wife called them to look at the dishwasher. After seeing two different companies together, Ben Franklin by far are very professional . [redacted] diagnose the problem and offered a solution to make the repair, with the program we belong to there was no expense out of pocket, awesome!!!!!!!!

We are continuing to resolve this issue at hand and will respond again when the issue has been fully resolved.

Gary G. was very knowledgeable and very thorough with explanations on what he did and what I needed to do to better care for the plumbing pipes. He was very pleasant and personable!

every one very helpful. work done was fast and reasonably priced. very punctual

I had a shower head break loose and had Ben Franklin Plumbing make the repair. I was able to have service done the same day. The plumber was very courteous and respectful. He was able to diagnosis the issue and able to make the repair at a minimum cost. I was very pleased with the service he provided to me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,

Exceptional service from Joel.

I am a regular customer of Benjamin Franklin Plumbing and have been very pleased with the service and the fair pricing

We discussed this concern with the customer. Upon realizing what happened, we apologized for her inconvenience. Following review, we have decided to refund her the $89 she requested and will be processing the refund immediately. We apologize again for her inconvenience and appreciate our customers’...

feedback.[redacted]copied and pasted from email.

I will recommend Benjamin Franklin Plumbing
There work is excellent

The 2 gentlemen that assisted me with my plumbing problem were very efficient, had my account up on their screen in the office and spoke in layman terms, so easy understanding on my part. Very helpful.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Regarding complaint # [redacted]  the complaint has been resolved Benjamin Franklin has credited our account.Thank you very much![redacted]
[redacted]

Benjamin Franklin Plumbing for your very informative, pleasant, & knowledgable plmber Andrew!

very professional. clearly explained all the replacement and repair options. no pressure to choose one

Our garbage disposal stopped working and we called Ben Franklin, who made sure they scheduled us for the same day. They were at our home in 2 hours. Before the tech stepped in the house he put on shoe protectors to keep our kitchen floor clean. He out in the disposal in less than half an hour. We were very grateful that we found such a great company.

When Mrs. Weiss initially called us on 9/16/17, she stated that another company snaked the sewer line and hit something at about 30 feet and their equipment was not strong enough to punch through it. We sent a drain technician out and they cabled her main line through the outside clean out to clear...

the blockage. We were called back out due to the sewer line backing up again on 10/20/17. Our Project Manager cameraed the line and was able to clear 4 blockages due to root intrusion but found multiple breaks in the line, major root intrusion and orange burg piping that was blistering heavily into the crawl space. He was not able to get past where there was a major break in the line. He offered her Straight Forward Pricing to replace the sewer line with a 20 year warranty, which she declined. He also called her and gave her straight forward price to repair the line for $5,700.00 which she also declined. If roots are compromising the sewer line, that constitutes a failure in the line and clearing it is only a temporary repair. We offered her a permanent solution to an on-going issue.