Benjamin Franklin Plumbing

The visit was executed in perfect fashion.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Andrew is the best service provider I have ever used in any of my homes. He was friendly and very professional. He identified an unusual problem and offered a good solution. Then installed the necessary equipment, etc. I highly recommend him.

Regarding complaint number [redacted]I am in receipt of a complaint filed by Justin who claims to take care of property maintenance for and elderly landlord where he resides.  We made three visits to this residence and it appears that on our second visit there was confusion regarding our arranged...

arrival time.   Our plumber apparently discussed an arrival time with the landlord and the tenant (Justin) and they claim he made reference to an 8:00 a.m. arrival.  Our office records indicate a time window of 8-11:00 a.m  and our arrival was actually 10:00 a.m.   We do have a morning staff meeting however that never interrupts a scheduled appointment window. All our service vehicles are tracked via GPS monitoring which indicates an exact arrival time.  Plumbers do not use a time sheet for checking in and out of service calls as indicated by Justin, so it appears that I had a miscommunication regarding our practice for documenting time.  Justin raised the question regarding our "fully stocked trucks" which we absolutely have.  This equates to hundreds of parts and represents the most common repair parts needed for home repairs.  It is impossible and impractical to always have every item we might need at any given time.  For this reason there are certain items which may require special delivery and or a "special order" cost associated with it.   This was an issue which I did agree to a refund of $79.00 which was charged for a certain special order part.  I will verify the status of this payment and have this issue resolved with our customer as soon as possible.  Our company made a follow up call at this residence on 9/22/2015 for some needed corrections on work that we performed a few days earlier.  The plumber called me from the job location and we discussed some of the issues that Justin had regarding our service.  I was under the impression at that time, that all issues were resolved.  I will reach out to the landlord within the next 2 days and make sure she is fully satisfied with our punctual promise of arriving on-time.  We will honor our pledge to pay for being late if that is what our customer requests us to do.  We are committed to doing the best job we can for our customers, always honest and holding ourselves to the highest standards.  We are not perfect however our company will never run from its responsibilities and duties in caring for it's customers.    We strive to be better everyday and we know much of what we do relies on great communication and in this case I do believe we all could have done a better job Thank you, Andrew M[redacted] Benjamin Franklin Plumbing

xxxxx was prompt, courteous, and helpful

We had a great experience with Ben Franklin Plumbing. We had to make an emergency call at 7 PM. Randy was courteous and friendly. He also had a great attitude even when he had to climb up on our steep roof at 9:30 at night to snake our drain pipes. I'd recommend their services to my friends.

Great experience. Called and made an appointment, technician came out on time and diagnosed the problem. It turns out that the problem was more detailed than expected. Technician (Jose R[redacted]) came back the next day with a crew and fixed the problem. Whenever I have a plumbing problem this is the company I will be calling. Friendly staff and customer care team was excellent in explaining details of pricing.

Ben Franklin Plumbing employee [redacted] was just exceptional. He was very knowledgable, personable, polite, caoutrious and neat. He did not leave until he felt the job was done to mine and his satisfaction. I would have no problem recommending him and Ben Franklin Plumbing to anyone.

I am rejecting this response because:Ben Franklins response doesn't address the main complaint of using ineffective cleaning of the sewer line. Out position is the line was partially cleaned with a smaller than needed auger to effectively remove the tree roots. We had a second plumber come out and he cleaned the line with a larger auger for half the price that Ben Franklin charged

My second time using Ben Franklin and it was as good as the first. Called ahead to say they were on the way. Provided an excellent experience and the work performed was top notch. I will use Ben Franklin for all my plumbing needs.

Efficiently solved the problem. xxxxx is a real pro, knows what he's doing.

Benjamin Franklin always comes through. [redacted] provided quick and extremely courteous service. I love this company!

I was very pleased with the attitude and work of Edward V[redacted]. He was personal and professional at the same time as he explained the condition my water heater. we agreed to have our water heater replaced after 17 years of service. Again Mr. V[redacted] did an outstanding job making sure anything was connected and working properly before he left our residence.

[redacted] was knowledgeable, responsive and personal. all questions answered and repair performed quickly. thanks for an early arrival and quick repair.

Everyone was just great couldn't have found a better plumber than you guys. From Becky to Mario and Carlos you were subperb

It only took 5 minutes to find out the problem. Quick Service. Thank You.

This customer is correct and we apologize for the delay in refunding her money. We have had to train a few new people in our accounting department and have fallen behind on a few things. I sincerely apologize for the delay. Her refund has indeed begun processing and will hopefully be finished soon....

Thank you.

Impressive service by Craig F - punctual service, informative estimates with options, effective communication to novice regarding problem, and overall very professional conduct. Will be using Ben Franklin Plumbing for all water related home repairs and switching over providers for water softener, etc.

Outstanding service again by xxxxx!

As of receipt of this complaint, this issue has already been resolved with the customer. The customer's credit card has been refunded for the full amount and a financing account has been set up through Synchrony (formerly GE Retail Sales) so that the customer could take advantage of the 18 months/0%...

interest financing offer, as per his request.