Complaints

• Initial Complaint

  12/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They were first contacted early in ******** about replacing a toilet and maybe install a vanity. However, their attitude when asked when someone would be at the house resulted in the attitude of they would need to contact an employee in the truck to have them atleast stop at the house. As if that was a hassle. The employee was at the house less then a minute. They informed me they will soon get back with me about the cost. They have not done that. Further they were informed while the vanity issue is optional. The outlets for where the sink/whatever would go were to be repaired. But when they are called they do not mention the repair on the outlets. They were repeatly informed even if no vanity is replaced. The outlets are still to be repaired. All I get told is they will send someone sometime in *******. With as said this was started in ********. Therefore they will not provide a date when they will bother sending someone to pprovide an "estimate." Which has to be added their free estimate is only if you elect to let them do the work. Otherwise there is a whopping $50 fee. I have never heard of a business not being able to schedual a date for work. IF they have attempted to contact by phone. Due to only recourse to stop "wrong numbers" and such. The phone is connected when used to call out. Further, this is done on public terminal so access to messages cannot be done due to psu going bad. Therefore postal only is accepted. Could an rough estimate not still have been done with

  

  Business response

  12/30/2024

  Mr. ****,
  I am sorry you are not satisfied with our customer service. Unfortunately, due to the holiday season, we are limited on staff. Additionally, our policy is to provide the utmost service to our customers and clients. At this time, however, we do not feel we are able to provide that level of service for you, for the reasons mentioned. If you are looking for the level of service a company like ours strives to provide, then all I can offer is for you to wait until we have the manpower/workload to offer it to you.
  

  In looking at your file, you were not charged a dispatch fee and are certainly not obligated to wait for us. If you need immediate services, I am sure there are others more capable of providing you with the timeliness you desire.
  
  Respectfully,
  Management

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Jan 2, 2024, Benjamin Franklin Plumbing came to my home due to problems in two bathrooms. Tracy L*****, ************, was the person who came in to fix the problem. When I originally called, the lady on the phone (Monique) said there would be a $49 service call plus what work the repairman would do. "Tracy", the repairman told me he had to replace the hard rubber ring in the bottom of the tank because they were bad due to using ***** cleaner. Once he replaced them, I asked him how much and he said it would be $212. I gave him my ******** credit card and once he finished, I asked for a receipt. He said he could not print it but the office would mail me one the next day. A week later, I rec'd my ******** bill and it had a charge of $712 from Benjamin Franklin. I called the office and asked for a bill to be mailed and to this day have not rec'd a bill/statement, only that she would mail it. I contacted my ******** card and they are working on the dispute. Also, the toilet that he replaced the "white ring" was not fixed and when I flush the toilet, water goes everywhere. And, this company is advertising on ******** that their address is **** ******** ** *** ***** ** and when I drove there to get my receipt, there is no business there. I called Monique and she stated they are at 1233 Pierce Rd, Phenix City, AL and again said she would mail the receipt/statement. I am ** years old and these people scammed me of $500. The original $212 cost was high to replace to small pieces (Tracey didn't even use any tools) but when I got the bill and saw that it was $712.00, I knew they are scammers who take advantage of elderly people.

  

  Business response

  03/06/2024

  Attached is the invoice.  Traise worked on 2 toilets.  Our book price for the first toilet is $293 to repair the canister and the price for the second toilet is $419 to replace a 3" flapper.  Because of the work which had been completed Traise waived the dispatch fee of $49. All work and pricing has been in accordance with our standard operating procedures. 

  After the initial complaint to our office on 24 Jan 24, I attempted to reach *** ********* three times that afternoon, but was unsuccessful.  Additionally, *** ********* has attempted two times to make a fraud complaint against our business with her credit card company and has failed both attempts.

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