Benjamin Franklin Plumbing - The Punctual Plumber

Good Afternoon, ***I am writing to you today in reference to the complaint filed against our company by [redacted] ***, located at [redacted] The information provided in this e-mail is a more accurate, truthful synopsis of her experience with Benjamin Franklin Plumbing We, in the interest of providing superior customer service, have attempted to satisfy [redacted] ***; however, she is not interested in what would be considered a more than fair agreement She instead is interested in being inaccurate and dishonest in an attempt to further her agenda--that agenda, in our opinion, is to take advantage of our very generous policiesPlease feel free to contact me at [redacted] with any further questions you have Below is a more accurate and honest synopsis of [redacted] ***'s experience with Benjamin Franklin PlumbingOn 6/25/2015, [redacted] called Benjamin Franklin Plumbing at approximately 954am Per our recorded conversation, [redacted] requested service to her home in [redacted] , SC for several plumbing issues she had The plumbing issues she was having and stated exactly in this order were as follows: one toilet not flushing properly, same toilet making a noise upon filling, one bathroom sink clogged, filter to kitchen sink needs to be replaced and also has low pressure, and LASTLY, there was LEAKAGE from what she dubbed "wiring" from the back of her refrigerator She also said the leak appeared to be going down to a guest bedroom Sheila Norwood, one of our Customer Service Reps, provided [redacted] with exactly what she could expect from her service visit with us After going over all details, [redacted] chose one of our guaranteed appointment windows between 8am-12pm on 6/26/ The correlating dispatch fee for this appointment was $ [redacted] at the time of serviceOur service technician [redacted] , was dispatched to [redacted] ***'s residence on 6/26/at 850am, arrived to her residence at 1015am, and left her residence at 140pm To that end, clearly we were not late for her scheduled appointment As with all of our customers, we show up in fully stocked service vehicles prepared to take care of the job at the time of service Our professionals diagnose the issue at hand and then provide customers with options for repair and straight forward pricing This is all documented on our invoices and the customer must sign the invoice in three specific areas Please see attached invoice signed by [redacted] *** The reason our technician could not complete the repair on our first visit and a second visit was scheduled for 6/29/15, was due to the fact that [redacted] had to get the approval of someone else before she could agree to proceed with recommended repairs Additionally, she continually micro-managed [redacted] which made it impossible to complete the repair that day.Due to [redacted] ***'s inability to be able to approve the repairs on her own coupled with her insistence on micro-managing the service call, [redacted] was not able to complete the repair on 6/26/ She agreed to and was scheduled for [redacted] to return to complete repairs on 6/29/between 8am-1215pm On 6/29/15, [redacted] dispatched to [redacted] ***'s residence at 9am, arrived to her residence at 10am, and left her residence at 438pm [redacted] ***'s refrigerator continued to leak and as such, she wanted to talk to a manager Benjamin Franklin Plumbing's Owner, [redacted] called [redacted] to see what we could do to help her [redacted] was dishonest when she spoke with Owner, [redacted] , and told him the ONLY reason she called originally was to have a leak repaired on her refrigerator Additionally, she said we should never have scheduled an appointment for her if we do not offer appliance repair as a service As evidenced by our recorded phone call, this is simply not true In her own recorded words, she stated that she had several plumbing issues [redacted] did not have access to the recorded conversation at the time he spoke with [redacted] *** He facilitated getting an appliance repair company to [redacted] in the interest of providing the level of service our customers' deserve An appliance repair technician from [redacted] was scheduled to go to [redacted] ***'s residence on 7/13/between 8am-1pm [redacted] called Benjamin Franklin on 7/13/inquiring when someone would be coming to her house When we contacted [redacted] on [redacted] ***'s behalf, the technician from [redacted] informed us that his dispatch department had him scheduled to go to [redacted] ***'s residence between 1pm-6pm He arrived to [redacted] ***'s residence between 1-130pm.The technician from [redacted] determined that [redacted] ***'s refrigerator was so old that a repair was not her best option, and that if she did choose to have her appliance repaired, the appliance was so old that it would require special order parts [redacted] offered [redacted] $ [redacted] in an attempt to provide her with satisfaction; she declined Fast forward to today and [redacted] ***'s complaint filed with The Revdex.com [redacted] is being dishonest and at the end of the day, wants to take gross advantage of us Simple synopsis but accurate,in our opinion, nonetheless She is not interested in negotiating in a fair, mutually agreeable manner Thank you for your time, and again please let me know it if there is anything else you need regarding this matterSincerely, [redacted]

Sent refund check to customer in the amount of $as she requested I left customer a message to return my call to let her know that her check has been put in the mail as of 6/5/Thank You, Kelly AguirreGeneral Manager

We are sorry for your inconvenience The installation of your neighbor's water line was completed without any of our equipment or employees accessing your property We hold ourselves to the highest professional standards in the industry This is why we performed a complimentary leak search on your foot water line at no cost to you The only indication of a leak, according to our equipment, was in your front yard At this point, you refused to allow us in your home to check for leaks and isolate the structure

[redacted] ***I'm sorry to see you believe the Revdex.com plays a role in our discussions, as we are and have always been available to youI'm sorry they don't handle price complaints.Recap for those new to this communication chain:During our initial call we found [redacted] line completely cloggedSince the sewer line did not have a required clean out installed we offered [redacted] a price to install a clean out and cable the line to attempt to clear it [redacted] was informed cabling is a tool to clear a line and is not guaranteed to clear a line if line has collapsed or separatedWe performed these tasks and restored flow to the lineInformed her that we removed a large volume of roots and located a separationWe also offered her a repair option at that timeShe informed us (to the effect) "don't worry about, it doesn't matter, I don't have any money for that"We concluded the callShe called and complained the next day that we "left her yard a mess"We sent a technician over that day to address any issues but found none, yard was as we found it due to the fact that before we dig we lay plastic down to protect the surrounding area from unsightly mud.Then, a few days later she called and complained of a clog againWe sent a technician out and at no charge, cabled the line to restore flowAgain she was informed a repair was imminent and provided cost options.A few days later she blasts us on social mediaWe immediately responded in attempt to resolve issuesAgain we agreed to send out a technician to as the problemTo no surprise, we found the same issueWe informed [redacted] we would happily credit her back 100% of her initial investment towards a replacement and or credit her back 50% of her initial investment towards a repair.This offer has not been taken off the table.Few days later same thing, she blasts us via email, we respond immediatelyThis time we send out a video inspection team to clear the clog and document the issues furtherPaper and roots in a failed line are the causeAgain, we offered repair / replacement options and again you informed us of your financial position.Now with the Revdex.comWe have been happy to help you with your needs and assist you in determining the best possible solution for your failed lineWe have provided you with numerous options of potential solutionsUnderstanding your present financial situation we also offered you a full / partial refund of work previously completed be applied to repair / replacement of your lineAdditionally, at no charge to you and in an attempt to save you money, we sent a Video Inspection team to your home to determine if a potential lesser intrusive option may save you moneyWe have tirelessly responded to you.We informed you that based on our findings, you have numerous failed joints compromised by root intrusionDue to the extreme failure of your line we Do Not recommend repair as a viable option and thus have suggested replacement of your line from house to sewer lateral.As you are aware, we as your service provider have gone to extensive lengths to provide you with a cost effective solution and satisfaction.Part of owning a home is owning a sewer lineMaintenance, repairs and or replacement responsibilities fall on the home owner, regardless of financial situationIt is not clear to me how we could have done more for you in this situationI am sorry this has happened to youI'm sorry you blame us for your troublesI'm sorry your financially challengedI'm sorry you won't communicate with us regarding how we can take care of you betterI am sorry you think leveraging the Revdex.com will get you different results.It seems, days after each time we service and or provide you with viable options you blast us online, [redacted] or now Revdex.com because you still have issuesYour issues are not going away until you pay someone to correct the failed lineIf money is your only concern and you believe you have found a licensed contractor that can perform the replacement for less, then go for it, please have them do it.If not, how can we help you move forward? [redacted] ***Greenville, SC 29611Service [redacted] Vendor [redacted] Fax [redacted]

We resolved Ms***'s issue 100% We sent her check back to her, voided on 3/17/ We sent it to [redacted] Tr [redacted] , SC 29662, per her request The customer received 100% of her money back; it is our understanding that she was completely satisfied with this agreement

We stand by our original statement

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***Hello [redacted] Thanks for your prompt responseI appreciate it.My biggest issue with this company is that if they are NOT in the business of repairing refrigerators, they should have never opened our refrigerator and handled itThey took it apart not just once but three times! And then they charged us for the repairs on the refrigerator in hopes that it would fix the refrigeratorMy second issue with this company is that when I contacted the manager (** [redacted] ) about this, he said they would pay to get it repaired through another companyBut then he changed his mind and decided he wouldn't pay for all of it to get repairedI do not think he should be able to easily tell us one thing, then change his mind, and choose to do something else....after making us spend another day away from work, sitting at home waiting for them to fix this!At this point, I remain unsatisfied and truly hope that the Revdex.com will help mediateI will continue to stay in touch about thisThanks, once again, for your time and help.Best,***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] ***I believe the accounts stated in the response are untrueI still strongly stand by the fact that Benjamin Franklin Plumbing should provide a refund because when their technician left our house after the so-called repairs he performed, he told us that our refrigerator will not leak and that he had repaired itThis was untrue and our refrigerator has a leakIf Benjamin Franklin Plumbing does not work on refrigerators, they should not have opened and handled it in the first place.It is also completely untrue that after the first visit, we had to schedule a second visit because I had to consult someone elseI didn't have to consult anyone else after the first visit on FridayIf I had to consult someone else, why would I provide my credit card information or sign the invoice? I not only signed the document and provided my credit card information, I asked the technician if there is any way he can complete the job on Friday itselfHe didn't even START to work on the repairsInstead he left ALL the repairs to be conducted during his second visit** [redacted] is lying if he says they came a second time because I had to consult someone elseI SIGNED THE PAPER WORK THE SAME DAY and PAID FOR IT TOO!!! What is stated in the response by this business about me micro-managing is untrue and is a reason for them to have to take more than one day to complete repairsAgain, as he mentioned his technician left at 4:38pm after the second visit even though they had promised they would be done and would leave by 3pm!!!When the [redacted] technician came to our home, he indicated to us that the fridge can be repairedI find it ridiculous at this point that the manager ** [redacted] has decided to change his mindHe was the one who suggested that they would pay for the repairsIf they weren't going to pay for the entire set of repairs on the fridge, he should have never said thatAnd he has clearly stated that their communication with the [redacted] company technician was poorWe were told the technician would come before 1pmHowever, it sounds like Benjamin Franklin Plumbing was told that the technician would come between 1pm and 6pmDelays in time is something I am consistently noticing with this companyThey have poor time management and continue to make customers like us waitWe also have jobs that require us to take time offNot respecting our time is something that I find unfair! Lastly, we paid $ [redacted] for this entire jobI feel that ** [redacted] is acting like they are doing us a favorIt is NOT a favorWe are consumers that paid for something to be doneAt the end of the day, I feel like we have spent days out of our work time to get these things doneAnd instead of telling us they couldn't fix or repair the refrigerator, Benjamin Franklin Plumbing is making us run around as if they are doing us a favorCompensation of $ [redacted] is hardly fairI have also looked at the other complains against this companyNow I see many other complains on [redacted] and on [redacted] This company has a habit of quoting large sums/amounts to customers, yet their job is still half done or completely undone I do not accept their response and believe they are FALSELY stating many of their factsI request a refund and will never give my business to this companyThey should grant a refund because they touched and handled our refrigerator when they aren't experts on electrical appliancesThey should grant a refund because they have continued to be tardy and late in their timeThey should grant a refund because even though they said the refrigerator was repaired it wasn'tThey should grant a refund because even though they first said, they would pay [redacted] to repair the fridge, now they have changed their mindThat is not how a business worksIntegrity in a business is VERY VERY importantYou must deliver what you stateYou must keep your word on what you have promisedYou must deliver services that customers pay for!!! I am unsatisfied on all accounts with Benjamin Franklin Plumbing.Thanks, [redacted] ***

Hi, ***per our conversation, ***, owner of Benjamin Franklin Plumbing, spoke with and resolved Revdex.com complaint made by *** ***, with *** *** 4/10/15. *** *** refunded the *** $*** on invc.# *** per the agreement with *** ***. *** *** said
that he was unaware that his wife posted this complaint on the Revdex.com forum and that he would have her talk to a rep at the Revdex.com to let rep know that they are satisfied with resolution.We wrote them and sent them a check, check # *** for $*** on 4/15/15.Please let me know if you need anything else from our end.Have a great rest of your day,*** *** Benjamin Franklin Plumbing *** *** *** *** Greenville, SC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint.
They never offered me creditWhen I called they made all kinds of promises but never did what they saidI don't blame them for my problems but I do blame them for leaving me with sewage leaking in my yard, and constantly making the price go upEither way, Seeing how they feel like they are faultless in this matter, they will just keep making excuses for what they didn't do for meThey have no concern for me as a customer and I hope they don't conduct business like this with anyone elseI only blasted them to them.......never blasted them on social media
Regards,
*** ***

Good Morning, *** We stick by our initial response. *** *** was vague and unaware, as a consumer, to what was wrong with her refrigerator. We can absolutely work on the plumbing lines to such an appliance, and without a better description from *** ***, there was no way to determine where the leak was coming from. But, more importantly than that and I cannot state this enough, the refrigerator "leak" was the LAST item she mentioned when she called to make her original appointment on 6/25/15. Again, we offered her $*** towards the repair of her refrigerator in an attempt to satisfy her. Her requests are without merit and though we really strive to provide superior service and satisfaction, we have to draw the line somewhere when it is clear someone is trying to take gross advantage of our fair and reasonable offer. Thanks Again, *** ***

This issue has been resolved. The leak wasn’t the fault of Benjamin Franklin Plumbing. My leak happened during the same time period that they were working up the street, but it turns out that my puppy dug a hole near the water line that allowed the sub freezing air to get near the pipe and...

freeze.[redacted] [redacted] Dr [redacted] SC

We are sorry for your inconvenience.  The installation of your neighbor's water line was completed without any of our equipment or employees accessing your property.  We hold ourselves to the highest professional standards in the industry.  This is why we performed a complimentary leak search on your 2000 foot water line at no cost to you.  The only indication of a leak, according to our equipment, was in your front yard.  At this point, you refused to allow us in your home to check for leaks and isolate the structure.

The “leak detection “ they did found the leak in my yard (no where near my water line) We dug where they claimed the leak was and there were no pipes or leaks. They did a false detection so I would remove my complaint. I am letting everyone I talk to know how dishonest they are. They win. I am getting a well.

Sent refund check to customer in the amount of $317.53 as she requested.  I left customer a message to return my call to let her know that her check has been put in the mail as of 6/5/17. Thank You,   Kelly AguirreGeneral Manager

We resolved Ms. [redacted]'s issue 100%.  We sent her check back to her, voided on 3/17/17.  We sent it to [redacted] Tr [redacted], SC 29662, per her request.  The customer received 100% of her money back; it is our understanding that she was completely satisfied with this agreement.

[redacted]I'm sorry to see you believe the Revdex.com plays a role in our discussions, as we are and have always been available to you. I'm sorry they don't handle price complaints.Recap for those new to this communication chain:During our initial call we found [redacted] line completely clogged. Since the...

sewer line did not have a required clean out installed we offered [redacted] a price to install a clean out and cable the line to attempt to clear it. [redacted] was informed cabling is a tool to clear a line and is not guaranteed to clear a line if line has collapsed or separated. We  performed these tasks and restored flow to the line. Informed her that we removed a large volume of roots and located a separation. We also offered her a repair option at that time. She informed us (to the effect) "don't worry about, it doesn't matter, I don't have any money for that". We concluded the call. She called and complained the next day that we "left her yard a mess". We sent a technician over that day to address any issues but found none, yard was as we found it due to the fact that before we dig we lay plastic down to protect the surrounding area from unsightly mud.Then, a few days later she called and complained of a clog again. We sent a technician out and at no charge, cabled the line to restore flow. Again she was informed a repair was imminent and provided cost options.A few days later she blasts us on social media. We immediately responded in attempt to resolve issues. Again we agreed to send out a technician to as the problem. To no surprise, we found the same issue. We informed [redacted] we would happily credit her back 100% of her initial investment towards a replacement and or credit her back 50% of her initial investment towards a repair.This offer has not been taken off the table.Few days later same thing, she blasts us via email, we respond immediately. This time we send out a video inspection team to clear the clog and document the issues further. Paper and roots in a failed line are the cause. Again, we offered repair / replacement options and again you informed us of your financial position.Now with the Revdex.com. We have been happy to help you with your needs and assist you in determining the best possible solution for your failed line. We have provided you with numerous options of potential solutions. Understanding your present financial situation we also offered you a full / partial refund of work previously completed be applied to repair / replacement of your line. Additionally, at no charge to you and in an attempt to save you money, we sent a Video Inspection team to your home to determine if a potential lesser intrusive option may save you money. We have tirelessly responded to you.We informed you that based on our findings, you have numerous failed joints compromised by root intrusion. Due to the extreme failure of your line we Do Not recommend repair as a viable option and thus have suggested replacement of your line from house to sewer lateral.As you are aware, we as your service provider have gone to extensive lengths to provide you with a cost effective solution and satisfaction.Part of owning a home is owning a sewer line. Maintenance, repairs and or replacement responsibilities fall on the home owner, regardless of financial situation. It is not clear to me how we could have done more for you in this situation. I am sorry this has happened to you. I'm sorry you blame us for your troubles. I'm sorry your financially challenged. I'm sorry you won't communicate with us regarding how we can take care of you better. I am sorry you think leveraging the Revdex.com will get you different results.It seems, days after each time we service and or provide you with viable options you blast us online, [redacted] or now Revdex.com because you still have issues. Your issues are not going away until you pay someone to correct the failed line. If money is your only concern and you believe you have found a licensed contractor that can perform the replacement for less, then go for it, please have them do it.If not, how can we help you move forward?[redacted]Greenville, SC 29611Service [redacted]Vendor  [redacted]Fax        [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]I believe the accounts stated in the response are untrue. I still strongly stand by the fact that Benjamin Franklin Plumbing should provide a refund because when their technician left our house after the so-called repairs he performed, he told us that our refrigerator will not leak and that he had repaired it. This was untrue and our refrigerator has a leak. If Benjamin Franklin Plumbing does not work on refrigerators, they should not have opened and handled it in the first place.It is also completely untrue that after the first visit, we had to schedule a second visit because I had to consult someone else. I didn't have to consult anyone else after the first visit on Friday. If I had to consult someone else, why would I provide my credit card information or sign the invoice? I not only signed the document and provided my credit card information, I asked the technician if there is any way he can complete the job on Friday itself. He didn't even START to work on the repairs. Instead he left ALL the repairs to be conducted during his second visit. **. [redacted] is lying if he says they came a second time because I had to consult someone else. I SIGNED THE PAPER WORK THE SAME DAY and PAID FOR IT TOO!!! What is stated in the response by this business about me micro-managing is untrue and is a false reason for them to have to take more than one day to complete repairs. Again, as he mentioned his technician left at 4:38pm after the second visit even though they had promised they would be done and would leave by 3pm!!!When  the [redacted] technician came to our home, he indicated to us that the fridge can be repaired. I find it ridiculous at this point that the manager **. [redacted] has decided to change his mind. He was the one who suggested that they would pay for the repairs. If they weren't going to pay for the entire set of repairs on the fridge, he should have never said that. And he has clearly stated that their communication with the [redacted] company technician was poor. We were told the technician would come before 1pm. However, it sounds like Benjamin Franklin Plumbing was told that the technician would come between 1pm and 6pm. Delays in time is something I am consistently noticing with this company. They have poor time management and continue to make customers like us wait. We also have jobs that require us to take time off. Not respecting our time is something that I find unfair! Lastly, we paid $[redacted] for this entire job. I feel that **. [redacted] is acting like they are doing us a favor. It is NOT a favor. We are consumers that paid for something to be done. At the end of the day, I feel like we have spent 4 days out of our work time to get these things done. And instead of telling us they couldn't fix or repair the refrigerator, Benjamin Franklin Plumbing is making us run around as if they are doing us a favor. Compensation of $[redacted] is hardly fair. I have also looked at the other complains against this company. Now I see many other complains on [redacted] and on [redacted] This company has a habit of quoting large sums/amounts to customers, yet their job is still half done or completely undone.  I do not accept their response and believe they are FALSELY stating many of their facts. I request a refund and will never give my business to this company. They should grant a refund because they touched and handled our refrigerator when they aren't experts on electrical appliances. They should grant a refund because they have continued to be tardy and late in their time. They should grant a refund because even though they said the refrigerator was repaired it wasn't. They should grant a refund because even though they first said, they would pay [redacted] to repair the fridge, now they have changed their mind. That is not how a business works. Integrity in a business is VERY VERY important. You must deliver what you state. You must keep your word on what you have promised. You must deliver services that customers pay for!!! I am unsatisfied on all accounts with Benjamin Franklin Plumbing.Thanks,[redacted]

Hello [redacted]Thanks for your e-mail. I did receive the check from the post office today. I want to thank you for all your time and efforts into making this happen. I appreciate the work of the Revdex.com and appreciate all your assistance. I will go ahead and put in a note on your site to mention that this complaint has been resolved. I will also go ahead and write to the Consumer Protection Unit to let them know.Thank you, once again, for all your time and help.Best,[redacted]

We stand by our original statement.