Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a membership contract with Benjamin Franklin with a monthly fee automatically charged on my credit card. After a year, I decided to not continue and try to cancel my contract. They have a tactic where the phone number on the invoice goes to a general operator and the operator transfer to scheduling department where they cannot help me to cancel. I was told that someone will call me back but they never do. I've been trying to cancel my subscription since November 2023. I ended up disputing through my credit company and received a refund but they keep charging my card even after the dispute. I've called more then 6 times but always the same tactics. I have to leave my name and number but no one calls back to help me cancel the subscription. I need someone to help me with this issue - This could be a fraud case since the system has been set up where a consumer cannot cancel a contract.

  

  Business Response

  Date: 03/22/2024

  This is not a customer of ours, this must be a customer of the Charlotte *******************************************************************************

  

  Business Response

  Date: 04/30/2024

  ***********************,

  We sincerely apologize for the inconvenience and frustration you have experienced in attempting to cancel your membership contract with Benjamin Franklin Plumbing. Please allow us to address your concerns and assure you that this is not a scam but rather a miscommunication that we are committed to rectifying.
  We acknowledge that our current phone system may have caused confusion in reaching the appropriate department for canceling memberships. However, we want to clarify that there is an option available to bypass the general operator and directly connect to a manager's phone, where cancellation requests can be promptly addressed. We regret that this option was not clearly communicated to you, resulting in your inability to cancel your membership.
  After receiving your BBB complaint, we immediately searched our system and located your account. We are pleased to inform you that your membership has been canceled effective today, April 30th. However, due to the timing of your cancellation request and the possibility that auto payment may have already been scheduled for tomorrow, May 1st, there is a chance that your card could be charged. In such an event, we are committed to issuing a refund promptly via check to rectify any unauthorized charges.
  We understand the importance of resolving this matter to your satisfaction, and we apologize for any inconvenience caused by the delays and difficulties you encountered in canceling your membership. Your feedback is valuable to us, and we are taking steps to improve our cancellation process to ensure a smoother experience for our customers in the future.
  Once again, we apologize for the inconvenience and appreciate your patience and understanding as we work to address this issue. If you have any further questions or concerns, please do not hesitate to contact Management directly at ************.  

  Sincerely,

  Benjamin Franklin Plumbing

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 31 2023, Benjamin Franklin The Punctual Plumber told ************************* that a plumber would show up at ***************************** location on January 2 **** between 4:00 PM and 8:00 PM and on January 2 ****, Benjamin Franklin The Punctual Plumber told ************************* that the plumber would show up at ***************************** location between 4:00 PM and 8:00 PM and that the plumber would call ************************* when he would be on his way to ***************************** location; but, the plumber never called ************************* and the plumber never showed up at ***************************** location and ************************* will NOT pay Benjamin Franklin The Punctual Plumber any monetary amounts, because nobody from Benjamin Franklin The Punctual Plumber ever showed up at ***************************** location and nobody from Benjamin Franklin The Punctual Plumber did any work at ***************************** location. It is written on the Benjamin Franklin The Punctual Plumber website, that if there is any delay that Benjamin Franklin The Punctual Plumber would pay *************************; but, Benjamin Franklin The Punctual Plumber did NOT pay ************************* for the plumber NOT showing up at ***************************** location at the ************* in which the employees of Benjamin Franklin The Punctual Plumber told ************************* that the plumber would show up. REMOVE ALL OF ***************************** DATA FROM ALL OF YOUR FILES BECAUSE ************************* IS NOT YOUR CUSTOMER AND ************************* NEVER RECEIVED ANY SERVICES FROM YOUR COMPANY AND BECAUSE ***************************** DATA IS ***************************** PROPERTY. Do NOT contact ************************* for any reason. Benjamin Franklin The Punctual Plumber is engaging in deceptive advertising by writing that they are a punctual plumber and that they would pay if nobody shows up at their location when they have NOT paid ************************* for NOT showing up on the ************* that they said they would. IT is NO wonder that others have filed complaints against Benjamin Franklin The Punctual Plumber with the ********************************.

  

  Business Response

  Date: 01/04/2024

  Good afternoon,

  We completely dropped the ball on this call. We were switching scheduling software companies starting Tuesday, 1/2/24 and missed several calls, and were not able to see them unless they called in. 
  

  At Benjamin Franklin Plumbing, our policy is to pay $5.00 per minute for every minute we are late, up to $300, and we will be sending ************************* a check for $300. 

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im an Optimum member for their monthly fee of $29.95. Last year their serviceman did the annual maintenance of my water heater thats included in the membership. He flushed the tank and a small amount of white debris came out which was expected. The anode rod was supposed to have been inspected as well as all the connections! The report said the water heater was in good condition. So a year later on May 23th, the serviceman comes out to do the annual maintenance but when he starts flushing the water is brown. He says the tank is corroding and needs to be replaced. The tank is still under warranty (less than 5 years old) but they want over $700 to install a new tank. I said that they failed to protect my tank since the anode rod was not protecting it plus I have a soft water system so the water is not aggressive. They refused to install the tank without the charge and take responsibility! I asked for a refund of my membership since last year as they did not perform they services as advertised but they did not comply so I cancelled my membership.

  

  Business Response

  Date: 03/19/2024

  Destiny, we have reached out to ********************************* to resolve this issue. The resolve was refunding him the money he spent on his membership with us in the form of a check being mailed to him.   The amount totaled $419.86. 
  

  Customer Answer

  Date: 03/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************