Benjamin Franklin Plumbing - The Punctual Plumber

Good Afternoon, [redacted]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 policies. Please 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 Plumbing. On 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 6/26/15.  The correlating dispatch fee for this appointment was $** at the time of service. Our service technician [redacted], was dispatched to [redacted]'s residence on 6/26/15 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 6/26/15.  She agreed to and was scheduled for [redacted] to return to complete repairs on 6/29/15 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 7/13/15 between 8am-1pm.  [redacted] called Benjamin Franklin  on 7/13/15 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] 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 matter. Sincerely, [redacted]

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,
[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]Hello [redacted]Thanks for your prompt response. I 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 it. They took it apart not just once but three times! And then they charged us for the repairs on the refrigerator in false hopes that it would fix the refrigerator. My 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 company. But then he changed his mind and decided he wouldn't pay for all of it to get repaired. I 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 mediate. I will continue to stay in touch about this. Thanks, once again, for your time and help.Best,[redacted]

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,
[redacted]