Benjamin Franklin The Punctual Plumber

I contracted Benjamin Franklin Plumbing to come out to repair a damaged soil pipe outside my homeThey made a PA one call to mark outside, and worked with the Southampton Township to locate underground pipeI gave them a down payment of 1,to professionally due this repairThey came out August 12, dug up my driveway and yard, only to tell me they couldn't find the pipeThey never returned to finish the job, even after repeated calls asking if they are going to finish the job they were contracted to doWhen they couldn't find the soil pipe they re-snaked the line telling me this is only temporaryI eventually got a hold of a representative there named Mike BechtHe said they would come back out for thousand more ,and finish the job because it was not there fault they didn't find the pipeI told him that this was not acceptable, it was absolutely your fault because you are supposed to be the professional, and that is why I hired youI had two other plumbers out before I choice Ben Franklin Plumbing, and they showed me where they problem wasWhy Ben Franklin who is supposed to be a professional organization didn't pinpoint exactly where to do the repair like the other plumbers, and dig blindly is beyond meThey not only took my deposit to never return to finish a repair, they destroyed my front yard in the processIf it was not for me badgering them to return my call, they would have never called me backIn fact the last time I called I informed them if they don't come back and finish what I hired them to do, I would take them to courtThey never returned my call

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.   The management at Benjamin Franklin Plumbing bent over backwards to ensure all of my...

issues were addressed.   I was very impressed with their willingness to look within their own organization to get to the bottom of the issue and their openness to make internal changes to ensure a high level of service to their customers.   In pursuit of customer satisfaction, they  actually paid me a personal visit to understand the issue and ensure it is completely resolved.  I know of few businesses that have this level of commitment to customer support. The next time I have a plumbing issue I will call Benjamin Franklin, and highly recommend them to anyone in the [redacted] valley with plumbing needs. Regards, [redacted]Electronic Applications, Inc.Office Direct [redacted]Cell [redacted]

Benjamin Franklin Plumbing has issued a refund in the full amount of $69.00 as suggested by the client.
The charge will be re-applied to the credit card that was charged.
Depending on the clients bank these charges may not be available for a week or two?
Please have the client...

check in with the bank or credit card company to see that a refund was initiated and to request a date the funds would be available? as all banks and credit card companies conduct business in many different ways and have different guidelines in which they process the refunds back to the clients account. 
Thank You
Mont S[redacted]
General Manager
Benjamin Franklin Plumbing

I am exceedingly satisfied with Benjamin Franklin's quality of work, reasonable cost, and exceptional customer service. I called a Benjamin Franklin Plumber (managed by Brewer Enterprises, Inc.) for a second opinion about a job where the first (highly rated) plumber that I called had given an outrageously high quote. Benjamin Franklin technician arrived promptly and suggested a return visit the next day with his supervisor for a thorough camera inspection to allow for a more accurate statement of work needed. Arrived the next day on time, as was the case with 4 subsequent visits. Benjamin Franklin performed a full inspection of my sewer line and to my satisfaction was able to implement a temporary fix on the same day for a reasonable cost (however it was understood that this would be nothing more than a band-aid). Also, Benjamin Franklin gave me a few different quoted options for the full sewer line replacement. One option allowed me (owner) to perform a portion of the prep work to save cost. Two weeks later I called Benjamin Franklin to complete the full job (pipe bursting under-slab sewer line replacement), which they did within their promised schedule and price quote despite a few unforeseen complications. Benjamin Franklin supervisor showed great integrity by working with me to save cost (allowed me to perform demolition work myself) and working with my schedule. Benjamin Franklin easily secured the job with good old fashioned customer service instead of high pressure methods. I am very glad that I called Benjamin Franklin Plumbing and will not hesitate to recommend them to my friends, family and neighbors. I would recommend Benjamin Franklin for the quality of their work, their honest and punctual professional staff, and most of all their exceptional customer service.

Review: On 1-15-2014 I called the company about my water heater that was not working and clearly explained that when I pushed the reset button, smoke and noise came out of the upper element area. At 3 PM that day technician came out and I decribed what I saw happened on upper element. He proceeded to tell me that there is no problem with problem area I pointed out and told me that replacing the anode rod and flushing the tank will solve the problem. I was charged $495.32 and technician left the house. On 1-16-2014 when I got back from work, the electrical switch was off and when I turned it on, a load noise and smoke came out of area of the upper element and the through the breaker switch off. I called them to ask them to come out to fix it, they said they will have to charge me emergency fees of $130 to just come out and they had no appointments until the next evening. Asked to talk to a supervisor, he proceeded to tell me that he needs to read me a disclaimer and there are no appointments in the morning. I told him that it was not acceptable but made no difference with him. Next morning I called another plumber that came out and found the problem in 5 minutes. The upper element was deffective and shorted out the electrical system. He replaced all damaged parts and all was well after that. On 1-17-2014 AM, [redacted] who identified himself as the general manager at Benjamin Franklin called me to apologize for bad customer service and offered to send a techniciamn in to fix it. I told him that it was too late and I had already called another company. He stated that because of situation, all charges will be removed and my credit card will not be charged. When I checked my credit card site, they chaged my card the entire $495.32. Attempted to conta Mr [redacted] but he will not return calls. The new Plumber stated that the technician should have diagnosed the problem as soon as I described the problem with the upper element and replacing the anode rod and draining the tank were not necessary.Desired Settlement: Reverse charges on my credit card since (1) they did not diagnose or repir the real problem, (2) sold me items I did not need, and (3) refuse to provide service in a timely manner when notified that problem was not fixed.

Review: I had a broken water valve today coming into my house and was without water. I called around noon and this company committed to send someone over between 2 and 5. When I called around 4 PM to confirm they said I did not have an appointment (although I was in the computer system) and I would have to wait until tomorrow. Did I mention I had no water flowing into my house? I then started over and began calling a number of other companies to see if I could still get my valve replaced and get my water back on. After calling another company who sent someone out from [redacted] which is about 45 minutes from my house to fix my broken valve, B Franklin calls me at 4:50 and says someone is on their way (this was the first indication that they were actually sending someone over. Bottom line is about 5:30PM I have two companies showing up to do the work. The B Franklin guy committed to do it for the lowest cost but I had this poor guy from [redacted] who just drove down because I could not get a commitment from B Franklin. I should have been a priority because I made an appointment and I had an emergency situation (No Water). I ended up paying more than I should have and being forced to go with another company because they did not have an appointment even though they told me I have one.Desired Settlement: Someone in charge should call me and tell me why this happened.

Business

Response:

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. The management at Benjamin Franklin Plumbing bent over backwards to ensure all of my issues were addressed. I was very impressed with their willingness to look within their own organization to get to the bottom of the issue and their openness to make internal changes to ensure a high level of service to their customers. In pursuit of customer satisfaction, they actually paid me a personal visit to understand the issue and ensure it is completely resolved. I know of few businesses that have this level of commitment to customer support. The next time I have a plumbing issue I will call Benjamin Franklin, and highly recommend them to anyone in the [redacted] valley with plumbing needs. Regards, [redacted]Electronic Applications, Inc.Office Direct [redacted]Cell [redacted]

We are return customers and since the latest work, our opinion of the company has changed.

1. We were told there would be a tech out at 3 pm I took off from work to be there, and called after waiting an hour and was told it would be a window of 4 hours. They arrived 2 hours later than scheduler told me, (6pm).

2. They returned the next day to do the work, had to pick up supplies and by then it was too dark outside to do the job.

3. The scheduler told us again the techs would be out at a certain time/ morning window. My husband stayed home in the morning from work to meet the workers, they called at the appointment time to ask if they could change the appointment time and they didn't come until late afternoon. Not very convenient when time was set aside already by us.

4. The work was started and it got too dark to finish so they said they would be back in the morning to finish.

5. They called the next morning and said they wouldn't be here until later in the day.

6. The plumbing part of the job was "finished" water turned on and our front yard is flooded and hasn't been fixed.

7. After a call, they came out during the day, when we were not home and turned the water back on without making the repair. Which flooded the yard again.

I tried several (3) times to have someone come out to repair it and the reply was "I will contact the dispacher and they will let you know right away when someone can be out to fix it"

No one returned a call or came out to fix it.

I had the work redone by a different company.

Review: We had Benjamin Franklin plumber come out to replace an outside water pressure regulator on 6/29/13.

I just notice that the water pressure regulator was leaking in just over 38-days since it was installed on 6/29/13 for $352.35 and called Benjamin Franklin plumbing back

Benjamin Franklin rep [redacted] explained to me there is a service fee of $69 plus any parts that are related to the work.

There is a bait and switch here, since they stated there labor/parts are covered 1-year.

Benjamin Franklin will come out and review the work on this Saturday 8/10/13, but I feel I should not pay for a faulty water pressure regulator twice, since this was the reason I needed their help to begin with.

Thank you, [redacted]