Complaints

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we were having problems with our sewer system backing up. called benjamin franklin on a friday in may. a service guy came out attempted to clear the clog but was unsuccessful. another service came out on monday and was able to clear the clog then the jet was also unsuccessful. the company sent another service guy with a camera and was unable to get farther than ***** feet. he gave us an estimate for the work to be done of $6100. we got it financed and work began on friday may 31st was approved by the city inspector on the following monday work was completed. kfixed the yard and sidewalk. the company was called mid september to remove the forms for the sidewalk. on september 20th called the company to have the sewer unclogged which was unsuccessful. during this time we were without a toliet, on monday september23rd a service person came out and jetted the clog clear. on tuesday september 24th a service person was to run the camera and talk with us but left instead. called company within less than 10 minutes and was told the service guy would call us with the results. no call was received. called the company the following thursday and was told i would t=receive a call back and never happened. my husband recived an email with another estimate of $6200. requested a call none received. a total of approximately 8=10 calls plqaced with no call back at all. we contacted the finance company that financed the first loan and was told the request would need to come from the company. on october 24th. i called the company requesting a call back with no call received. i have called 4=5 times since with no call back. this is no way to treat a customer. the original job missed the continued problem. we are still having problems with the original job and would like the new job done.

  

  Business response

  11/05/2024

  We went out to client's home and quoted new clean out for $6412.00. Client was approved for financing for *******. We completed all work needed including repairing sidewalk and regrading. All work was completed by 6/5/2024

  On 9/23/2024 client called in with another blockage. We returned and found another blockage 20' farther out from last repair. We attempted to "******" the blockage to assist client (at no charge) but, was unsuccessful. We quoted fixing the additional blockage for $5137.00 and client was unable to get financing thru multiple financial institutions we offer.

  We have talked to client several times and advised them to find funds and we can do work. Nothing we can do to assist client without funds.   

   

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good afternoon,I had Benjamin Franklin Plumbing perform a service call at ****************** on 8-12-23, Invoice #****** for a sewer line back up. I continued to have issues with the plumbing so had another plumbing company out to provide a second opinion. The second plumbing company discovered the toilet had not been placed back correctly. The ****** was too low and the toilet was not sealing correctly and water was leaking out. They had to raise the ****** to correct. I am not requesting a full refund from Benjamin Franklin Plumbing, however, would like to be refunded the cost for pulling and reseting the toilet since this was not done correctly. I have called them 4 or 5 times and was unable to speak with anyone and no one has returned my call. I also have sent emails as well with no response. Please help me contact someone so this can be rectified.Thank you,

  

  Business response

  09/19/2023

  We have left a message for client so, we can get a little more info on the findings. Please give our office a call ************ and ask for ******************* Benjamin Franklin Operations Manager 

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 26, 2022 the dispatcher for Benjamin Franklin contacted my husband after receiving his information from Lowes to install the walk in shower he just purchased. We were told that on March 28, 2022 that someone would be out between 2-6pm to give us an estimate and do the work that day, if we decided to go with the price. Mst. Plumber Forest and his helper, showed up in their work truck around 4:30p. Forest very clearly stated that they would not be doing any work that day because he wouldn't get done till after 8pm. Forest went out to the truck to write up the estimate for the job. The other tech with him stayed in the home with my husband and I. After a little bit of time, Forest came back in with an estimate for us on an iPad. Despite Forest's poor attitude we heard him out on what the cost would be. He told us that it would cost $1,599 to do the plumbing, drain, and install the walk in shower fixture. My husband and grandson already had the bathroom gutted for easy install. Forest made us feel rushed to sign and did not give the opportunity to ask many questions. We went ahead and signed the iPad for the work to be done on March 30, 2022. My husband talked to ************** about Forest's attitude and he gave us a small discount. They were to be there between 8:30-9am. The installer ****** showed up an hour late/his helper was 2 hours late. During install, ****** drilled a s**** through an existing water pipe. He then cut a hole in the wall to be able to get to it and fix the mistake. ****** didn't even fix the hole he created (we had to) and would have never said anything if my husband didn't see it. I could hear the plumbers talking badly about their next client the entire day. We realized over the weekend that we did not receive any receipt/contract for the work done. We also did not receive any warranty paperwork like we were promised. We have tried contacting them to get the paper work and still haven't received anything even though they said they sent it.

  

  Business response

  04/11/2022

  Thank you for your inquiry. **************** is our top priority and we apologize for any confusion or delay. After further review of the account, there was a call set up for 03/28/22 between 2pm and 6pm to give an estimate on an owner supplied shower and all necessary plumbing to install the shower. Our plumber arrived onsite at 4:00pm and provided an estimate to install the shower in place of the previous tub/shower and to complete all necessary plumbing work. This estimate was signed and accepted. The return call for the install was scheduled 03/30/22 between 8am - 5pm . Our installers arrived 03/30 onsite at 9:44am. Due to the job scope, this job required two people. On the morning of 03/30, this install crew had to come by our shop to pick up all necessary material items to complete the installation. During the installation, there was a mistake made by drilling a s**** into a water line that was unforeseen due to being behind a wall. Our plumber alerted the homeowner to the mistake and made the necessary repairs to correct it at no charge. Unfortunately we did have to open the drywall to fix the mistake and typically we do not fix drywall due to not having the experience, tools or materials to do so. 

  Our plumbing supervisor ******************* was contacted throughout this installation and provided the customer with a 20% discount due to the scheduling of the job, the mistake made while completing the installation and in good faith. Our Plumbing Operations Manager delivered the requested invoice via email and postage mail. After the customer continued to alert us about not receiving the invoice, our Operations Manager personally delivered the invoices to the customers home. While there, our Operations Manager also had a follow up conversation with the customer regarding the finished job to ensure the customers were satisfied.

  At this time, all invoices with job details have been delivered to the customer. Invoices delivered includes: payment showing paid in full, job details , warranty information/exclusions and customer acceptance signatures.  

   

  Customer response

  04/11/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *****************************

*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. ↩