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In this correspondence, BFP has said that they have done everything that they could to remedy the situationThey did not say anything about having written in the previous correspondence that they had already come and finished the job, which in truth they never didThey did not say anything about contacting me to cancel the appointment, which they also did not doThey did say that they tried to reach me, which I've still yet to receive a phone call from themSo, this last correspondence is typical of our experience with the company so farBFP is saying that they will honor all things, but in reality are brushing under the rug their claims that they said they finished the job while in reality they did notSo, in light of this last correspondence, more damage is being done as they pretend to be doing all they can to remedy the situationIt seems that every correspondence they give so far has only deepened the hole they are in with this caseI stand by my request as to the proper action to be taken, that the slogan be gone, as it is not true, and if they want to keep the slogan, then to pay for a third party contractor to finish the job for us, as we do not want their truck here at our house advertising themselvesAs said already, this last correspondence of acting innocent and proper is simply adding insult to injury and we do not want them at our house, and we are letting others know about it as well

Complaint: [redacted] I am rejecting this response because:A free estimate was never presented as was originally requested Whatever work was performed was not approved prior to its completion When I called to dispute this advertisement I was told I would receive a phone call same day by a manager My phone call was not returned for an entire week After being insulted by the general managers tactlessness, insults, and unwillingness to hear my complaint, I have decided to help others not make the mistake of doing business with liars They lied about the free estimate, they lied about calling me back, and they took advantage of the situation by charging for services not performed They were more interested in making $than keeping an honest and integrous reputation I wish them luck in the future as they continue to argue with customers and falsly advertise their services, however I will allow them to do that to me any further This situation could have been avoided if they followed their own protocol, and provided the free estimate BEFORE any work was performed The situation could have been resolved if their management team actually cared about their customers instead of making money It is a shame that this was not the case Regards, [redacted]

Yes, we do advertise free estimate, and yes, we did go out to this house on a free estimate to fix the water heater (the pilot light would not ignihot water)Our technician did not say that there was nothing wrong with the water heater, and we did not charge a service fee to come outAn estimate was provided, work was performed, and the fee charged was for the work doneTo call that advertising is disingenuous at bestHere are the facts as we see them, and some more details that were left out:1) The customer called in for a free estimate, and a free estimate was set upWe ran the call as a free estimate.2) Upon arrival the water heater was diagnosed as needing the reset button pushed to reset the heater so that the ignitor would stay litAfter this was performed the technician stayed and made sure that the heater cycled properly, and would stay lit3) The customer then approved all work to be done, including cost, in three different places oOne area says: "I hereby authorize you to proceed with the work at the StraightForward Price of $_______", and has the signature of the only person present (the wife)The next area is for after the work has been completed, and approved, and says: "Work Performed To My Satisfaction", and bears the signature of the only person present (the wife)Once the payment was requested, and secured by credit card, the only person present (the wife) also signed this and authorized paymentAt no time did she dispute anything with our technicianIn fact, an estimate for a water conditioner was also left with her.4) When the husband called in to address his concern he was extremely rude, talked over the Manager trying to assist him, and would not have a civil conversationThis Manager informed the customer that he would have the General Manager call him, and this was doneAfter waiting several days to hear from the customer after a message was left, the General Manager called him again, and this time spoke to the customerIn this conversation the husband was rude, used profanity, and questioned the General Managers intelligence by making disgusting comments In short, Benjamin Franklin Plumbing did exactly as we said we would do: We came out when we said we would, we performed the work we said we did, and we have the proof of this in the signatures of the wife, and the fact that they NOW HAVE HOT WATERIf the husband does not trust his wife to be able to handle service providers in the house, then perhaps he should call in for service, and be on site when they show up

The plumbers say they spent hours at the residence that day to fix the problemOn June 8, 2016, I had cleared out a closet for them to have access under the house, had cleared all things out of the way of potential bumping from the front door to the closetNobody ever showed upWhatever hours were spent were not spent at our residenceThat evening I got to put everything back and reload the closetAs to the phone calls, I have checked my messages and there are none from BF Plumbing, none at allSo, both items are absolutely not trueAt this point we do NOT want a BF Plumbing truck parked out frontWe do not want to advertise themNow, with their response, even more soWe are asking that the slogan be removed from their website, literature and advertising and/or payment be given us as the slogan promises, and we will get another contractor to do the fill in below the house

First let me say that we have a 100% satisfaction guarantee that we stand behind, and if this customer calls us we will refund her service fee of $even though she was told up front that the fee was just to guarantee her appointment, and we did come out to her home at the time promised As all our calls are recorded, I listened to the initial call in, and do not agree with the customer's assessment of the conversation She was told we come out in our "Warehouse on Wheels" truck stocked with 1,000's of parts, and that in most cases we have what it takes to complete our jobs the first time we are there She was also told we service all types of equipment, and we doHowever, since no one could possibly stock a truck with every single part that could ever be needed, we mention that we have the parts "in most cases" This customer has a Bosch tankless, and while we do work on Bosch, and all other brands for that matter, it is not our primary sales and service equipment based on it's over all quality We service and sell Noritz primarily Even then, it is a requirement of tankless manufacturers that tech support be called, especially on error codes or warranty issues (the codes sometimes can have several meanings) Any tech is required to make this call on any tankless they service I can find no recording where she called in and asked for her service fee to be refunded, but as I said at the start, if she calls in we will do so There was no need to go to the Revdex.com when we would have and will gladly do this

We did not think our response would solve their concernWe believe that getting everyone together face to face can resolve the issueWe have been unable to reach the customer, and they have not called us back to address the issue or schedule us to come speak with themThe previous response from us was only fulfilling the requirements of the Revdex.com: We responded as requiredWe are willing to work with the customer, honor our warranty, and meet with them to discuss any issue/concern they may haveWe have pursued the avenues to accomplish this that are available to us (calling to schedule a visit or speak with the customer directly, and through this forum), but since the customer seems unwilling to work with us we have no way to move forward

Our records indicate we did do the work mentioned for this customer in These records also indicate that our plumber went by and inspected after the green tag from the city was issued, and he noted that the job had been backfilled. We did make an appointment with the customer for
06/08/2016, and we arrived within the time window mentionedOur apprentice was on site for over hoursIf there is an issue, we are absolutely willing to send over a Supervisor to look at the job, and double check to make sure nothing was missedWe absolutely honor our warranties, and stand behind our workI have attempted to contact both customers on the two numbers we have been provided by them, but was unable to reach themA message has been left as of today on both phones asking them to call and schedule a time for us to meet with them

In response to item #1: I am very glad he was polite to you, and that you do recognize that he told you of the condition of the flangeThe charge for the pull & reset would have been deducted at the next stage, but you declined further work to be doneThe full price would not have been charged to you if the plumber knew at the time that he would not be returning to do the workHe would only have charged for the work he did up to that pointThis is why we offered the cost of the reset back to you earlier.In response to item #2: We have questioned both Plumbers on what happened, and what they say happened is different from what you say happened....a classic he said/she saidThis creates a dilemma, so I will focus on what I know to be trueI know that no where in any of the paperwork you were given was the amount of $34,quoted to youThere is not one single piece of paper or information that has that number anywhereAll our quotes are entered onto paper with a copy left for you, or entered electronically onto their tablets, and that is then entered into our system here as part of their job debriefThe only estimates left for you were provided in the last emailNone of them were for $34,Work would have and could have began that day, if you had selected which of the repair options you wanted us to proceed with, but you declined. The issue with the insurance is confusing....we work with companies so that our customers do not have to pay for large repairs out of pocket or seek financingIn an attempt to help you, we appear to have offended you, and that was not our goalIf you did not want the option to go through your insurance, then all you had to do was choose a different optionThat is why we always give options, so that our customers have a choice, financial aspects included, of what work will be done . The options given are based on our professional opinionIn response to item #3: The bill from your company would have been nice at first for comparison of work, but was not includedWe do not feel it is needed anymoreIt is not needed because it would only seem to drag on the issue of the cost of the repair, and since the bill would be for work we did not do, but rather for work you had someone else to do, it is of no concern to us what you paid themWork we did not do for you will not be discussed furtherWork we did do for you should be the issueNo matter the reasons behind it, we did not reset the toiletWhile you did receive a 15% discount on the work we did for you, and our policy is to only allow one discount per customer, we have made a good faith offer of $to be refundedThat offer still stands, but no other offer will be forthcoming

So, five years ago, according to your records, there was no calling by this residence for a job not completed satisfactorilyAccording to my spouse, multiple calls were placed to BFP, but they were either not answered, or the reply was given that someone would contact the residenceNo contact to the residence was ever givenOf course, this would not be on your records, as your records are probably not of every phone call received by BFP, but rather of appointments and jobs doneMy spouse maintains that the receptionist never scheduled an appointment, nobody ever called back, or the call was never answered, or the receptionist put my spouse on hold and then dropped the callAt that time, the drain and water main were both replaced and inspected and passed inspectionHowever, pieces of the old clay drain pipe were still in the dirt at the timeThe backfill happened completely in the yard, but not under the houseUnder the house, the pipe is still visibleIt is resting on dirt, so the pipe itself is supported, but the rest of the dirt is still mounded up on both sides of the pipe ditch awaiting completion of backfillCity inspection does not deal with smaller pieces of pipe left, nor with backfill for passing inspectionWhen the backfill occurs, the city will not be coming around to go underneath homes to see if it was done completelySkip to this yearIt was only “after some extensive searching” that BFP finally recognized the mistake of not doing our scheduled jobCalling this only a mistake is fine, but realize that this mistake is why the writing of this formal complaint is happeningI was sent an online evaluation of the company for the job, for which I gave the company a bad grade due to a no show of the appointmentStill after this, we were never contacted or apologized to or anythingIt was all swept under the rug apparently, and needing “extensive searching” to find out the major problem that had happenedThe initial call was to clear the remaining pieces of pipe remaining under the houseUpon my clearing the closet and opening the space myself and looking into it, I saw the backfill problem, which was a big problem to meSo, we were going to get it all done that day with the visit of the worker, but that never happened, and the non-appearance was completely unnoticed by BFPFor a company that is supposed to be so customer oriented and so meticulous in getting the job done right, this is a screaming error, especially since it was only found “after some extensive searching.” I fully realize that excellent companies can begin riding on reputation and become sloppy in serviceThis is perhaps one of those thingsBut due to the manner in which the problem occurred and in which it has been handled even on this website, we really do not want to do business with BFP any longerYes, BFP could come and do the fix upHowever, the only reason it is happening is that we have lodged this formal complaintComing and doing the fix up would make this complaint a nothing and easily brushed under the rugBFP needs a shake up and future customers need better servicePerhaps this complaint will have their attention and anyone now who calls BFP will get better service than we didHowever, we still do not want to advertise them, have a truck with their name on it at our house, etcEvery correspondence written in this stream has only driven the wedge deeper and deeper as to their problemsHopefully, the awareness is now on them for realIf so, maybe BFP can actually become a good customer oriented company againMeanwhile, we will be getting someone else to do the finish job and still advocating for other plumbers to get jobs done

The customers concern to the Revdex.com says that we did not backfill the job, but the call they scheduled with us recently was that we left the old pipes under the houseOur records indicate that the original job was finished, inspected by the City (it passed), was backfilled, and therefore completedWe have no record until years later that the customer contacted us at all concerning the old pipes left under the home, or a concern that the job was not backfilledAfter some extensive searching we do recognize and admit that the call they scheduled for 06/08/(10-1) was inadvertently assigned to an apprentice, but that he did not run the callHe actually was on another job, and the information on our board is incorrectThis was a mistake, and nothing moreWe will honor our warranty, and we will send a Supervisor out to speak with the customer and directly address every question and concern they have, however, we are unable to do this because the customer has not answered our calls, nor have they responded to the voicemail we have leftThe numbers we have on file for them are: & 817.371.4705, and I have personally left messages on them both, twiceThe only way this will be resolved is for us to schedule a a Supervisor to come out at the customers preferred date & time to meet in person, and since we cannot communicate with them, that doesn't seem likely to happenIf they will not allow us to see what we can do to make it right, then there is nothing else we can do

#- The gentleman who came to clear the clog was very polite and let me look at the cameras while they were in my pipes after the clog was clearedHe commented on the good condition of the pipesWhen he told me he needed to send someone else out that handled these, I assumed that they handled this type of repairs No mention of insurance was made He also specifically said that was why he wouldn't replace the toilet There was no point, the flange was broken But he specifically explained that the charge for resetting the toilet would be deducted on the next stage #- I DID NOT have my insurance papers ready I didn't know that an insurance person was coming I was asked for the papers as I was informed that the repair would be $34, I hesitated to even look for them, being so surprised at the recommendation of repair I got them, but couldn't find exactly what he was wanting I felt very mislead as I expected work on the repair to begin at this visit.#- I will be glad to submit the repair bill from my plumbing company I have used them both in my home and at my place of work.It is very telling to me that several facts that I am very sure of are being flatly denied I may not have a recording, but the facts above are correct And if the insurance person denies that he gave the quote for $34,000, this company has more problems than I thought

The customer entered this complaint in a narrative style, so
I will respond the same wayShe did have a blockage, and that was cleared by
pulling the toiletOnce the toilet was pulled it was discovered that her
flange would have to be replacedWe attempted to reset the toilet, but
it
would not set right due to the broken flangeOur initial Plumber told her that
our Plumber who specializes in insurance claims would be out the next day (this
is who she refers to as the "flange specialist"), so that she could
use her insurance if need beWhen our second Plumber arrived, she already had
the insurance paperwork available for himThe only quotes we gave her were for
the following:
02/29/2016:
OPTION 1:
We will cut and remove a 48"x48" concrete square
behind the master toilet from the drivewayWe will dig an access pit at the
hole and tunnel up to feet and cut out the cast iron with wrong offset
flangeAfter replacing the removed cast iron with PVC, we will properly anchor
the toilet flange on top of the slab and below the slabWe will test the small
plumbing repair and have the city inspect the workThe City may require an
engineer report is provided before backfilling the dirtIf the City does
require the report, an additional $fee will be required. This PVC and
flange repair will have a year parts and labor warrantyFINANCE: $a month
for months 0% APR totaling $or pay cash for a discount $NOTE: If
you wanted to tunnel over to the tub drain and replace the cast iron up to the
tub with including a PVC p-trap and new waste and overflow with lift and turn
trim an additional $a month for months 0% APR or pay cash for a discount
$will be added to the 1st part of the tunnelA total for both amounts is:
$a month for months 0% APR totaling $6120 or pay cash for a
discount $year parts and labor warrantyNOTE: The $engineer report
fee isn't included in the amounts since we don't know if the inspector will
require the report on such a short tunnel distance
OPTION 2:
We will bust a 24"-40" round hole in the bathroom
to cut and remove the toilet flange and cast iron We will replace the
removed cast iron with PVC and new flangeWe will test the new repair and have
it inspectedAfter the inspector passes the repair, we will pour the concrete
back and set the toiletWe aren't responsible for putting tile back in place
year parts and labor warrantyFINANCE: $a month for months 0% APR
totaling $or pay cash for a discount $
The fact that she called her "regular" plumber and
had the work done for less than our quote is not accepted by us, as we have no
documented proof that she is comparing apples to apples, and without that proof
it is unfair to us to engage in speculationThere are multiple ways to repair
a flange, the least effective of which is to use an Add-A-Flange over the
broken one and reset the toiletThis is an extremely poor way of doing a
"repair", it will not hold up in time, and is something that we do
not doThe options we presented are the only correct ways to make this repair
If the issue is our pricing, and it seems it is, then it is important to note
that all pricing was presented before any work was started, and was approved by
the customer by signature in order to start workingAs to the refund amount
requested of $300, we have a counter offer: The breakdown of her charges were
as follows: $89-Express Service Fee + $199-Any 2" or Smaller Drain +
$274-Toilet Pull & Reset + $99-Ben Society AgreementIt is important to
note that the Ben Society agreement allowed the customer to save 15%, bringing
the total to $As I stated earlier, the toilet could not be set properly
due to the broken flange, but we left her options to get it repaired
professionally, with choices, and with one of the best warranties in the area
Our counter offer is to refund $(half the flat rate price of our pull &
reset), and we think this is more than fair since she already received a 15%
discount

In this correspondence, BFP has said that they have done everything that they could to remedy the situation. They did not say anything about having written in the previous correspondence that they had already come and finished the job, which in truth they never did. They did not say anything about contacting me to cancel the appointment, which they also did not do. They did say that they tried to reach me, which I've still yet to receive a phone call from them. So, this last correspondence is typical of our experience with the company so far. BFP is saying that they will honor all things, but in reality are brushing under the rug their claims that they said they finished the job while in reality they did not. So, in light of this last correspondence, more damage is being done as they pretend to be doing all they can to remedy the situation. It seems that every correspondence they give so far has only deepened the hole they are in with this case. I stand by my request as to the proper action to be taken, that the slogan be gone, as it is not true, and if they want to keep the slogan, then to pay for a third party contractor to finish the job for us, as we do not want their truck here at our house advertising themselves. As said already, this last correspondence of acting innocent and proper is simply adding insult to injury and we do not want them at our house, and we are letting others know about it as well.

We have responded back and forth with the customer several times now, and all to no avail. We are very sorry that we made a scheduling mistake on the 2016 appointment, and that our customer was inconvenienced. We do not claim to be perfect, but we do have guarantees and warranties in place for when things happen like this.  Through this forum we have offered several times to schedule an appointment at a time convenient for the customer, a time we could come out face to face and get their concerns addressed, but they do not want us to come out, and they do not answer the phone so we can speak directly, and they do not return messages left for them.  Due to these facts we seem to be at an impasse. We will not proceed any further until an appointment has been made, and we have met with the customer face to face. We will no longer go back and forth to no affect in this forum. Please have the customer contact us at ###-###-#### at their convenience, and we will be happy to speak with them, schedule an appointment, and get their concerns addressed.

First let me say that we have a 100% satisfaction guarantee that we stand behind, and if this customer calls us we will refund her service fee of $69 even though she was told up front that the fee was just to guarantee her appointment, and we did come out to her home at the time promised.  As...

all our calls are recorded, I listened to the initial call in, and do not agree with the customer's assessment of the conversation.  She was told we come out in our "Warehouse on Wheels" truck stocked with 1,000's of parts, and that in most cases we have what it takes to complete our jobs the first time we are there.  She was also told we service all types of equipment, and we do. However, since no one could possibly stock a truck with every single part that could ever be needed, we mention that we have the parts "in most cases".  This customer has a Bosch tankless, and while we do work on Bosch, and all other brands for that matter, it is not our primary sales and service equipment based on it's over all quality.  We service and sell Noritz primarily.  Even then, it is a requirement of tankless manufacturers that tech support be called, especially on error codes or warranty issues (the codes sometimes can have several meanings).  Any tech is required to make this call on any tankless they service.   I can find no recording where she called in and asked for her service fee to be refunded, but as I said at the start, if she calls in we will do so.  There was no need to go to the Revdex.com when we would have and will gladly do this.

Yes, we do advertise free estimate, and yes, we did go out to this house on a free estimate to fix the water heater (the pilot light would not ignite-no hot water). Our technician did not say that there was nothing wrong with the water heater, and we did not charge a service fee to come out. An...

estimate was provided, work was performed, and the fee charged was for the work done. To call that false advertising is disingenuous at best. Here are the facts as we see them, and some more details that were left out:1) The customer called in for a free estimate, and a free estimate was set up. We ran the call as a free estimate.2) Upon arrival the water heater was diagnosed as needing the reset button pushed to reset the heater so that the ignitor would stay lit. After this was performed the technician stayed and made sure that the heater cycled properly, and would stay lit. 3) The customer then approved all work to be done, including cost, in three different places o. One area says: "I hereby authorize you to proceed with the work at the StraightForward Price of $_______", and has the signature of the only person present (the wife). The next area is for after the work has been completed, and approved, and says: "Work Performed To My Satisfaction", and bears the signature of the only person present (the wife). Once the payment was requested, and secured by credit card, the only person present (the wife) also signed this and authorized payment. At no time did she dispute anything with our technician. In fact, an estimate for a water conditioner was also left with her.4) When the husband called in to address his concern he was extremely rude, talked over the Manager trying to assist him, and would not have a civil conversation. This Manager informed the customer that he would have the General Manager call him, and this was done. After waiting several days to hear from the customer after a message was left, the General Manager called him again, and this time spoke to the customer. In this conversation the husband was rude, used profanity, and questioned the General Managers intelligence by making disgusting comments.  In short, Benjamin Franklin Plumbing did exactly as we said we would do: We came out when we said we would, we performed the work we said we did, and we have the proof of this in the signatures of the wife, and the fact that they NOW HAVE HOT WATER. If the husband does not trust his wife to be able to handle service providers in the house, then perhaps he should call in for service, and be on site when they show up.

We did not think our response would solve their concern. We believe that getting everyone together face to face can resolve the issue. We have been unable to reach the customer, and they have not called us back to address the issue or schedule us to come speak with them. The previous response from us was only fulfilling the requirements of the Revdex.com: We responded as required. We are willing to work with the customer, honor our warranty, and meet with them to discuss any issue/concern they may have. We have pursued the avenues to accomplish this that are available to us (calling to schedule a visit or speak with the customer directly, and through this forum), but since the customer seems unwilling to work with us we have no way to move forward.

The plumbers say they spent 6 hours at the residence that day to fix the problem. On June 8, 2016, I had cleared out a closet for them to have access under the house, had cleared all things out of the way of potential bumping from the front door to the closet. Nobody ever showed up. Whatever 6 hours were spent were not spent at our residence. That evening I got to put everything back and reload the closet. As to the phone calls, I have checked my messages and there are none from BF Plumbing, none at all. So, both items are absolutely not true. At this point we do NOT want a BF Plumbing truck parked out front. We do not want to advertise them. Now, with their response, even more so. We are asking that the slogan be removed from their website, literature and advertising and/or payment be given us as the slogan promises, and we will get another contractor to do the fill in below the house.

Complaint: [redacted]
I am rejecting this response because:A free estimate was never presented as was originally requested.  Whatever work was performed was not approved prior to its completion.  When I called to dispute this false advertisement I was told I would receive a phone call same day by a manager.  My phone call was not returned for an entire week.  After being insulted by the general managers tactlessness, insults, and unwillingness to hear my complaint, I have decided to help others not make the mistake of doing business with liars.  They lied about the free estimate, they lied about calling me back, and they took advantage of the situation by charging for services not performed.  They were more interested in making $109 than keeping an honest and integrous reputation.  I wish them luck in the future as they continue to argue with customers and falsly advertise their services, however I will allow them to do that to me any further.  This situation could have been avoided if they followed their own protocol, and provided the free estimate BEFORE any work was performed.  The situation could have been resolved if their management team actually cared about their customers instead of making money.  It is a shame that this was not the case. 
Regards,
[redacted]