Benjamin Franklin Plumbing

I had the need for a plumber 3 times in the past month. A sewer back-up which turned out to be roots in the line, a broken hot water line under the slab and a shower control that would not turn off. Previously I have used this company to remove a garbage disposal and to change out an old hose bib line.
Each time they have been courteous, prompt, fair and have quickly solved the problem. I have had 3 or 4 different technicians/plumbers come out both as emergency and regular calls and have been extremely pleased with their service to me.
I would recommend them to anyone.

Andrew is the best service provider I have ever used in any of my homes. He was friendly and very professional. He identified an unusual problem and offered a good solution. Then installed the necessary equipment, etc. I highly recommend him.

Regarding complaint number [redacted]I am in receipt of a complaint filed by Justin who claims to take care of property maintenance for and elderly landlord where he resides.  We made three visits to this residence and it appears that on our second visit there was confusion regarding our arranged...

arrival time.   Our plumber apparently discussed an arrival time with the landlord and the tenant (Justin) and they claim he made reference to an 8:00 a.m. arrival.  Our office records indicate a time window of 8-11:00 a.m  and our arrival was actually 10:00 a.m.   We do have a morning staff meeting however that never interrupts a scheduled appointment window. All our service vehicles are tracked via GPS monitoring which indicates an exact arrival time.  Plumbers do not use a time sheet for checking in and out of service calls as indicated by Justin, so it appears that I had a miscommunication regarding our practice for documenting time.  Justin raised the question regarding our "fully stocked trucks" which we absolutely have.  This equates to hundreds of parts and represents the most common repair parts needed for home repairs.  It is impossible and impractical to always have every item we might need at any given time.  For this reason there are certain items which may require special delivery and or a "special order" cost associated with it.   This was an issue which I did agree to a refund of $79.00 which was charged for a certain special order part.  I will verify the status of this payment and have this issue resolved with our customer as soon as possible.  Our company made a follow up call at this residence on 9/22/2015 for some needed corrections on work that we performed a few days earlier.  The plumber called me from the job location and we discussed some of the issues that Justin had regarding our service.  I was under the impression at that time, that all issues were resolved.  I will reach out to the landlord within the next 2 days and make sure she is fully satisfied with our punctual promise of arriving on-time.  We will honor our pledge to pay for being late if that is what our customer requests us to do.  We are committed to doing the best job we can for our customers, always honest and holding ourselves to the highest standards.  We are not perfect however our company will never run from its responsibilities and duties in caring for it's customers.    We strive to be better everyday and we know much of what we do relies on great communication and in this case I do believe we all could have done a better job Thank you, Andrew M[redacted] Benjamin Franklin Plumbing

I am rejecting this response because:Ben Franklins response doesn't address the main complaint of using ineffective cleaning of the sewer line. Out position is the line was partially cleaned with a smaller than needed auger to effectively remove the tree roots. We had a second plumber come out and he cleaned the line with a larger auger for half the price that Ben Franklin charged

[redacted] was knowledgeable, responsive and personal. all questions answered and repair performed quickly. thanks for an early arrival and quick repair.

I was very pleased with the attitude and work of Edward V[redacted]. He was personal and professional at the same time as he explained the condition my water heater. we agreed to have our water heater replaced after 17 years of service. Again Mr. V[redacted] did an outstanding job making sure anything was connected and working properly before he left our residence.

Ben Franklin Plumbing employee [redacted] was just exceptional. He was very knowledgable, personable, polite, caoutrious and neat. He did not leave until he felt the job was done to mine and his satisfaction. I would have no problem recommending him and Ben Franklin Plumbing to anyone.

Benjamin Franklin always comes through. [redacted] provided quick and extremely courteous service. I love this company!

xxxxx was prompt, courteous, and helpful

We had a great experience with Ben Franklin Plumbing. We had to make an emergency call at 7 PM. Randy was courteous and friendly. He also had a great attitude even when he had to climb up on our steep roof at 9:30 at night to snake our drain pipes. I'd recommend their services to my friends.

Efficiently solved the problem. xxxxx is a real pro, knows what he's doing.

My second time using Ben Franklin and it was as good as the first. Called ahead to say they were on the way. Provided an excellent experience and the work performed was top notch. I will use Ben Franklin for all my plumbing needs.

Great experience. Called and made an appointment, technician came out on time and diagnosed the problem. It turns out that the problem was more detailed than expected. Technician (Jose R[redacted]) came back the next day with a crew and fixed the problem. Whenever I have a plumbing problem this is the company I will be calling. Friendly staff and customer care team was excellent in explaining details of pricing.

I noticed a little water leaking out from under my toilet whenever I flushed it. Contacted Benjamin Franklin Plumbing, they sent out a technician who promptly replaced the wax ring and corrected the problem. Very happy with result and service.

Impressive service by Craig F - punctual service, informative estimates with options, effective communication to novice regarding problem, and overall very professional conduct. Will be using Ben Franklin Plumbing for all water related home repairs and switching over providers for water softener, etc.

Outstanding service again by xxxxx!

xxxxx arrived timely and was very respectful and professional in manner. He was knowledgeable and experienced as well. He answered all our questions clearly and confidently. xxxxx brought the water heather with him and they installed it together. xxxxx was very knowledgeable as well! Our experience with these two left us with water warming and feeling satisfied with our decision.

Very pleasant technician - [redacted]. On time. Explained costs. Asked if I were interested in one of the maintenance plans and outlined each, showing me the pamphlet as he explained, but was not pushy. Offered a biodegradable product to use to help clear drainage line, but again not pushy. I did elect the basic maintenance plan.

This customer is correct and we apologize for the delay in refunding her money. We have had to train a few new people in our accounting department and have fallen behind on a few things. I sincerely apologize for the delay. Her refund has indeed begun processing and will hopefully be finished soon....

Thank you.

Prompt & courteous