Benjamin Franklin Plumbing

Great service very friendly and helpful! Will use them again.

The man helped me to fix my bathroom and his helper they are professionals I w'd like to say thank you so much for both of you.

returned my call in a timely manner, was at my location within an hour the tech was very professional, had my problem taken care of very quickly, explained everything he was going to do before he did it

He gave me an estimate up front before any work was performed. this was an after hours call and the rates were reasonable

I would recommend Benjamin Franklin Plumbing very highly to anyone for excellent plumbing service. They were always prompt, very efficient, knew what they were doing and very pleasant and helpful.

Excellent service
Would gladly recommend

All of the employees at BF were very helpful and professional. The service is very reasonable and the technicians are knowledgeable.

Had Roto Rooter out three previous times and was not recieving satisfactory results. Called Ben Franklin plumbing, not only were they prompt and acurate with there services, xxxxx came out fixed the problem to get us up and running today. He also gave us solutions to keep our problems from happening again which we will tackle in the up coming weeks.

Complaint: [redacted]
I am rejecting this response because:To begin with...

they did leave messages on these dates knowing from conversations we've had that I get home from work between 3:30 and 4:00. The first date they did call back and we discussed a resolution, the second date they called at 10:00 while I was at work. I will not call them back because the resolution we initially talked about and I thought both parties agreed on was NOT (as it turned out) something they were going to do in the first place. During our first conversation they made an attempt to justify charging me $220.00 for a $15.00 part due to customer service. They then offered to give me a $100.00 credit voucher for future services. My reply was that that would be useless to me and was unacceptable. I then said that if they would credit my Master Card for that amount I would be grudgingly satisfied. They said that sounded fair but that they had to talk with the owner to get an ok and that they would call me the next evening. They did call back the next evening and told me that the owner would go one step further and make it a $150.00 credit voucher. When I didn't say anything, the manager asked why I wasn't pleased as hell and then denied ever talking about a credit back to my M.C.. I couldn't have been MORE CLEAR about NO CREDIT VOUCHER but rather a credit to M.C.. He then said he would do 2 things, 1. send me a credit voucher for $150.00 and 2. write a dispute rebucking all I write on this sight and "HOPE FOR THE BEST".So far I have yet to see the voucher they said they would send and now they want me to call them?? They talk about customer service when this was supposed to be a "courtesy" call to begin with that ended up costing me more than the disputed $220.00. We made an appointment, they said they needed a 3 to 4 hour window of time to do the call only to call at the last minute saying they wouldn't make it and that we needed to reschedule. We did only for them to cancel at the last minute of their window again. My wife took off both of these days to be home for this service. The third time is when they finally came, again my wife taking time to be here. HOW MUCH WAS THAT WORTH wasting 3 days of her time?? SHE'S A COLLEGE PROFESSOR!Regards,[redacted]

On a routine service call to fix a broken garbage disposal and perform a routine inspection of our plumbing system, your techs discovered a leaking water heater in our attic. We were SO lucky this was brought to our attention before a total failure - what a mess that would have made. The technician drained the heater, and xxxxx and xxxxx showed up early the next morning to install a new tankless water heater. All of the technicians were extremely professional, friendly and clean - leaving our house better than when they arrived. Thanks for providing excellent customer service!

xxxxx provided an estimate for a toilet replacement. Since a toilet was in stock, he was able to replace the toilet immediately. When xxxxx found a problem that would increase the cost, he notified me immediately. He did good work in a reasonable amount of time. He was knowledgeable and friendly.

As always, excellent service from the office staff to the technicians in the field.They did very excellent work fixing my garbage disposal (that even my husband, -who is really good at plumbing- wasn't able to fix. Next, I plan on them helping replace my toilet for an efficient one.

Complaint: [redacted]
I am rejecting this response because:I talked to Jason on the phone yesterday, and we went over both sides of the story and my request.  He is following up with someone in the office and let me know he would get back to me. 
Regards,
[redacted]

Initial Business Response /* (1000, 8, 2015/12/11) */
At Benjamin Franklin Plumbing, our goal is 100% customer satisfaction. On October 13th, 2015 this customer called us to schedule an appointment. We agreed upon a 4-hour window with a trip fee of $89 and we arrived the next day with within the...

agreed-upon time frame. Upon inspection of the customer's plumbing problem, we determined their current situation was not up to city code. We can not perform any work if it is not within the guidelines of city plumbing code when we are done with the work. The customer wanted us to do work that would not be fully up to code. After discussing this issue with the customer, we explained that to them. The only thing we could do is all of the work prescribed or collect the $89 trip fee and exit the premises. The customer preferred the latter. The customer sent us a copy of the invoice from the other company that performed repairs for them. This other company obviously did not perform all of the work we suggested. We would have charged much less than we initially suggested if we did the reduced amount of work the other company did. Under fair business practices, we can not do anything more than we already did for this customer. We thank them for their time and for their feedback.
Marc [redacted]
Customer Relations

We actually undercharged this customer by several hundred dollars. We had to cut a hole in the wall because the existing hole in the wall was far too small to complete the work required, therefore we charged our normal price ($225) to cut a hole in the wall. This pricing, along with the pricing...

of the bathtub stopper, was discussed with the customer before starting. Two master plumbers with 30 years combined experience verified that the work we did was accurate and appropriate. When a bathtub stopper is replaced, the waste and overflow must also be replaced because its a big risk for leaks if not replaced with it (could cause thousands of dollars in damage). The customer's neighbor was not at the house and did not see the problem before we were there, nor does he do residential plumbing service. Our master plumbers who verified this have together replaced over a thousand residential bathtub waste and overflow units with stoppers. One of them also teaches plumbing at a local college. The mistake our plumber did actually make was to not charge for the waste and overflow unit because he only quoted the price for the stopper up front. He did not remember that the waste and overflow was needed until after we quoted pricing, so he decided not to charge for it because he felt that would have been dishonest. In short, all of the work we did was 100% necessary, correct and approved by the customer (not the person complaining) before starting. We also undercharged by several hundred dollars. That being said, we are still going to refund the customer the $225 they are seeking, to provide satisfactory customer service.

I have been a club member of Benjamin Franklin Plumbing on the Treasure Coast, Florida for 5 years. They are excellent professionals. Very neat and clean and always corrects the problem and/or fixes the problem promptly and efficiently. I strongly recommend this company for all your plumbing needs. Every plumbing professional is courteous, intelligent and well versed in his trade.

This customer never contacted us regarding this concern, except for on a randomly-sent survey they responded to almost 2 months after the work was completed (these surveys are sent out within a few days of service). We called them to discuss the issue and left messages three separate times: 11/7/16...

at 3:20pm, 11/8/16 at 11:34am and 11/22/16 at 11:37am. This customer never answered or returned our calls. We have full call-tracking documentation to prove this. Their failure to contact us in a timely manner regarding this concern will make it impossible to tell if we were indeed the party responsible for the stain on their carpet or their broken fence. These things could have happened at any time. It is now nearly 5 months later and there is absolutely no way to confirm that these things were caused by us. Had we been contacted in even a moderately timely manner, we would have been happy to work to resolve this situation fairly. At this time, it is impossible.

Prompt knowledgeable service at a fair price. Erick did a fine job no BS, he displays the qualities of the American worker that are what truly make America a great nation. Walks the walk not just talks the talk. I highly recommend Erick and if the rest of Ben Franklin Plumbing is also like minded then I recommend them as well.

This company provides excellent service. I strongly recommend them for fairness, technical knowledge and reliability.

Well run organization, cortious,always on time , and excellent work product.

This customer's claims are not true. The reason for us not being able to put a warranty on the work is because their sewer line is permanently damaged, which means it needs a permanent fix. It's an old clay tile pipe and they are extremely prone to breakage and separation. The lack of warranty has...

nothing to do with the size of the augering blade used. There is no way we can put any warranty on any drain with the extent of damage this customer's sewer line has. This is a standard operating procedure for any reputable drain company.