Complaints

This profile includes complaints for Benjamin Franklin Plumbing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Benjamin Franklin Plumbing

  624 67th Street Cir E Bradenton, FL 34208-6087

• 

  Benjamin Franklin Plumbing

  5808 N 56th St Ste A Tampa, FL 33610-4837

• 

  Benjamin Franklin Plumbing of Niceville

  506 Highway 85 N Niceville, FL 32578

• 

  Benjamin Franklin Plumbing

  2400 Silver Star Rd STE A Orlando, FL 32804

• 

  Benjamin Franklin Plumbing

  410 22nd St E Bradenton, FL 34208-1628

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:10/24/2024

  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.

  Ben Franklin Plumbing appears to be a predatory service provider. My parents called Ben Franklin in Sarasota to replace a natural gas water heater. They were verbally quoted $1,400.00 for the work. That price makes sense given that the REEM water heater that they installed retails for $640.00. If you add the industry standard 20% mark up on parts that would bring the total parts cost to $768.00. They said the installation took four hours. I will give them the benefit of the doubt even though this was a like-for-like replacement in that the electrical, plumbing and ventilation were already in place. They charged by parent’s credit card a total of $2,951.00 with absolutely no breakdown of these charges. When you back out the parts, that puts their hourly labor rate at $545.75. According to HomeAdviser, the average hourly rate for plumbers in Sarasota, Florida is between $45 to $200 per hour. According to ProMatch the average cost to install a natural gas water heater in Sarasota is $1,134.98. When I confronted them with these figures, they said that they have a flat installation rate regardless of how long it takes. That practice is lazy at best and extremely deceiving at worst. It was not until my father checked his bank account online that he discovered this. I phoned the company as my father is turning ninety this year and is hard of hearing. They not only refused to itemize the section of the bill where most of the charges resided (see attached photos: section R04-3) they refused to offer a fair adjustment. When I told them they could get their water heater as I was going to have a fair plumber do the installation (another Fort Myers plumber quoted the job for me at $1,495.00) they first said they would have to charge us to get their equipment. Once I informed them that we would dispute both charges, they said they would not come out and proceed to hang up on me. Feel free to check out all my figures for yourself before you do any business with this outfit.

  Customer Answer

  Date: 10/24/2024

  Request details on the original invoice

  Business Response

  Date: 10/28/2024

  Today Monday October 28, 2024 at 1:02 PM I tried reaching the customer to go over their concerns from the water heater replacement and was unable to leave a voicemail or send a text message.

  Previously our Branch manager spoke with our customer's son and the son requested for us to remove the water heater that we furnished and installed so he can have another company come and put one in for cheaper. We will not be removing the water heater. We have a signed estimate and invoice from the homeowner, not the son. The homeowner was very pleased with our service. When the son found out how much the water heater was he was not happy because other plumbers said it should have been around $1500 to install. I asked him why didn't he send them instead of his parents calling us. he didn't have an answer. He said he will be going to the BBB and filing a complaint and will put a block on his card.

  We did not do anything wrong on this job and we gave the customer an upfront price to replace their water heater and the customer signed and agreed prior to any work being completed.

  Upon completion of the work the customer was very please with everything.

  The son did not get involved until after this job had been completed.

  Please see the attached invoice where the customer signed 3 times.  First signature for the approval prior to the start of the job.  Second signature for the satisfaction of the completed work and the last signiture for approval for the payment. 

  
  

  Customer Answer

  Date: 10/29/2024

  Complaint: ********
  
  
  
  Let
  me begin by emphasizing that I am the one who has filed the complaint on behalf
  of my parents with the BBB as well as other consumer protection agencies including
  Attorney General Ashley Moody’s office who have referred the issue to the
  Florida Department of Business and Professional Regulations and any/all
  consumer ratings platforms I could find and will continue to do so.  I am the “son” in this case, and I also
  happen to be a 35-year veteran of the construction industry.  Let me correct a few things.  I reached out to Ryan (Branch Manager I
  assume) only after my 90-year-old father noticed that their credit card was
  charged roughly twice what they were verbally quoted.  Did they check the paperwork before the
  signed it, probably not.  They are from
  an era where people could trust each other. 
  Should that give Benjamin Franklin the right to fleece their customers, maybe
  by the letter of the law but not by basic human moral decency.  Their response is also riddled with
  lies.  The first lie in Benjamin Plumbing’s
  response relates to their supposed attempt to contract me.  I have not received a single call, text, or
  email from this company since our initial conversations.  They never bothered to ask me for any contact
  information before they hung up on me.  The
  second lie, I did not initially request the removal of the water heater.  I presented Ryan with the same breakdown that
  I noted in my initial complaint showing hidden labor rate at $550.00 an hour
  (at best).  He offered to “look into it”
  and get back to me.  I did not hear from him,
  so I called back three times and was eventually connected to him.  He offered to reduce the price by an
  insulting couple of hundred bucks.  I
  proposed that he provide my parents a $1,000 refund which would still leave the
  bottom-line price of the water heater and installation a full 33% higher than
  industry standard, a fair and equitable profit on the job. This is when they
  hung up on me.  The third lie, when asked
  why I didn’t send one the plumbers we use I clearly stated that we build in the
  Naples, Marco Island, Bonita Springs area, and I did not have a build partner
  with offices in Sarasota.  The claim that
  I did not have an answer is simply not true. 
  I did find it interesting that even though the office my parents contacted
  was in the Sarasota/Bradenton area a crew from Fort Myers was dispatched.  It really makes you wonder if this is an attempt
  to justify the travel on their part.  As
  far as the work goes, if you look at the complaint it is solely addressing the obscene
  pricing, not the work.  The installation
  of the $640.00 (retail) water heater appears to be fine, but the $550.00 and
  hour labor rate is more than twice the highest going rate I could find online
  and four times the average rate. All the verbiage is their response regarding the
  work has no bearing on this complaint. As I said before, this was a
  one-for-one.  The venting was already in
  place.  The plumbing was already in place
  and the electrical was already in place. 
  The four-hour installation claim is probably too high, but I gave them
  the benefit of the doubt.  If it took
  less (which it should have) the hourly rate goes even higher.  I do, however, find it interesting that none
  of the rate/cost issues has been addressed at all in their response.  This would suggest that this is common
  practice for this organization and implies a history of overcharging this vulnerable
  populations.  The dictionary defines a predator
  as a person, group, or
  business that exploits, victimizes, or preys on others.  I still believe I accurately defined Benjamin
  Franklin Plumbing in my initial complaint. 
  As this point it is as much about protecting others as it is about getting
  them to do right by my folks.
  
  
  
  ****** *******

• Initial Complaint

  Date:10/17/2024

  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.

  I made an appointment with Benjamin Franklin Plumbing - ***************, to unclog our drain, and repair work done by another plumber who removed our reverse osmoses system. I was given a date of October 15, 2024, between 8 AM and 12 noon.On October 15, 2024, at 11:45, my wife received a call from Benjamin Franklin Plumbing of *************** and was told that the plumber was stuck on another job. The person said that if we rescheduled for the next day 10/16/24, they would waive the $86.00 service fee because their motto is "If there is a delay, it's you we pay."When the plumber, *********, showed up on 10/16/24 the first thing he did was try to sell us a water treatment system. I said we didn't want a filter system, as we just had one removed. After the demonstration we said we didn't want a water treatment system. ********* said he was required to do the demonstration by his company.********* said the repairs would cost $282.00. We showed him a coupon for $176.00 off a drain cleaning special. ********* said that because they waived the service fee, we were not entitled to the discount. I said to charge us the $86.00 service fee and credit us the $176.00. He said, "No." This was a bait-and-switch by the ********** took him 15 minutes to clear the drain. When he started to pack up, I asked if he was going to finish the job and clear all the plastic tubes going nowhere. He said, "No."Had I known that the $282.00 was just to clear the drain, I never would have agreed to have the work done. It only took him 15 minutes, but thats $1,128 an hour!I want a credit of $176.00, and I want the work I asked to be performed, removing the plastic tubes, completed by a competent plumber, NOT *********.

  Business Response

  Date: 10/18/2024

  We reached out to the customer and agreed to resolution.  We are refunding the customer the difference per the coupon that we offer.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22434618
  
  I am rejecting this response because: The cupion was for $176.00, the business only offered me $106.00 which is not the value of the cupon as they stated.
  
  Sincerely,
  
  Antaeus Balevre

  Business Response

  Date: 10/29/2024

  
  Thank you for your assistance, **** regarding the complaint for our drain cleaning special.
  
   
  
  Please see the attached coupon.
  

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22434618
  
  I am rejecting this response because: My sink is still somewhat clogged and the plumber did not fix what we agreed upon for the price.

  I have contacted the State ************************* about this bait and switch scheme. I have received an acknowledgement that they will be proceeding, so you (BBB) can drop this as it's gone to the state licensing bureau  now. 
  
  Sincerely,
  
  Antaeus Balevre

• Initial Complaint

  Date:08/29/2024

  Type:Billing 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.

  Can.t get an invoice so do not know how corrupt this firm is. I have put a stop payment on the billing with *****. They have excellent legal coverage,Everything started out right but then the precious/price problem began. Since I have never received a statement I do not know the cast--perhaps it is free. ( I will accept that)/

  Business Response

  Date: 09/05/2024

  @*************************** This is for *******, not our location

  ***********************
  Regional Director- Benjamin Franklin Plumbing

  Customer Answer

  Date: 09/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted Benjamin Franklin Plumbing (BFP) on 5/16/24 to fix a broken pipe. *** came out the same day and quoted a price of $1470 to fix the issue. After digging a hole near the leak, BFP informed me that there would be an additional cost to fix the leak. I disagreed with the additional cost because I was told that the repair would cost $1470. I asked the *** how much would it cost to leave it as is (nothing fixed), and they quoted me approximately $868 for the emergency call and digging a hole. I disagreed. After back and forth with BFP, they indicated that they would also cap the pipe for the $868. Later on, *** informed me that they was going to go ahead and fix the pipe but it would be the original price. I was ok with this. *** came to me later and informed me that the work was completed. I gave the payment and signed a document electronically. *** handed me a second document to sign and informed me at the time that he capped a portion of the pipe because it wasn't something they fixed. I then refused to sign the second document, but the representative would not leave my home so I ended up signing the second document under duress. I contacted *** regarding this matter and spoke to a manager after the first contact. I told the manager that I wanted to submit a written complaint prior to discussion. I emailed the complaint. I have received no response other than an acknowledgement. *** failed to disclose complete details so that I can make an appropriate decision as a consumer. If the representative told me that they could not fix the issue (make me whole) for $1470, I would have contacted another company. Note - The initial work was performed outside. Due to errors on this company's part I also went without running water in my kitchen during the Memorial Holiday, and they had to come out and fix the faucet portion of my kitchen sink. The company sent the same person out. I am requesting a $600 refund.

• Initial Complaint

  Date:07/01/2024

  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.

  Benjamin Franklin Plumbing serviced my plugged sink on May 6 by **** and resolved the issue.However, the next day water started to accumulate in the dishwasher. The plumber came back a week later and advised me they do not even attempt to correct a water issue in a dishwasher. At that point I was going to call a dishwasher repair man or buy a new one. A handyman was called to fix a doorknob issue I had and a couple of outside jobs. He took a look under the sink and raised the tube higher that goes to the dishwasher. that was now resolved. A complaint was entered on why the plumber could not have resolved this three-minute fix. A friend of mine was alarmed by the ****** charge for unplugging the sink and how long it took for the company to respond. The Manger called and advised me i had a leg to stand on to request the refund. I was offered a ***** refund from Manager ***** so this issue is closed

  Business Response

  Date: 07/02/2024

  The client has been contacted.

  After speaking with the client the issues at hand was not due to any work that was performed by *** **********************. The issue was with the appliance which is an item that Ben ********************** does not perform work on. Regardless, a a gesture to our client and to uphold excellent customer ********************** Ben ********************** will be refunding ***** to the client for customer satisfaction. The client has agreed to this with the stipulation that they will edit their BBB post. 

  Customer Answer

  Date: 07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/19/2024

  Type:Customer Service 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.

  Talked me into membership and company told me I can cancel at anytime. Called the company 6 times in last couple of weeks but keep getting told from main benajamin Franklin plumbing number that they are answering service and another department will Contact me (they say they dont have their phone number). They wont call me back.

  Customer Answer

  Date: 04/12/2024

   
  Better Business Bureau:
  
  I have heard from Benjamin Franklin Plumbing and they said they finally cancelled my membership. Thank you for your help.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/04/2024

  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.

  I purchased a water filtration system from Benjamin Franklin Plumbing in Nov 2018. On 5/1/2023, I called in for service as the system was not working properly, leaving metal stains and water smelling like sulfur . Ms. *********************** (plumber) came with her trainee (****) and assessed that I needed replacement of parts $1,117. I made a deposit of $335.10. After countless phone calls from May 2023 to follow up on the parts they were suppose to order and escalating it to their Manager (Will) I finally got a phone call from him late last year. They finally came two weeks ago to replace the part and assured me that it was working. A few days after that, our water had a heavy metallic smell and started to stain the shower pans. I called their office again on 2/25/2024 to advise them of the issue. Their call center escalated my call to their manager (Will) and assured me he would call. I asked if the water was safe for my family and stressed our concern. They replied that they were not plumbers. Will never called me back. I was scheduled for them to come out on 2/26. But they rescheduled me for 2/27 *********************** came out and noticed that my water softening electrical plug was damaged and said they would come the next day with her manager and have the plug with them. She assured me that I would have enough clean water till tomorrow. They came the next am.. The plug didnt fit and **** said he called in the plug and it would be overnight expressed to them and they would be here today 2-29-2024. I texted **** and no response. I paid the balance less a charge she took off the invoice of $162.90. I paid a total of $954.10. After a 9 month journey. My system is not safe for my family. No water test was performed to deem my water safe. I have called ******** and they will be installing a safe system tomorrow. I humbly ask for your intervention in receiving a refund from this company. They can have their system. Thank you.

  Business Response

  Date: 03/05/2024

  Dear ****,
  
  Thank you for reaching out with your feedback. We take pride in our customer ********************** and would love to get this situation handled for you as soon as possible. Please contact ** at ********************************************** so we can get this handled for you.
  
  Sincerely,
  
  Benjamin Franklin of *****
  
  

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21368548
  
  I am rejecting this response because:

  March 7, at 12:32pm
  The Manager, Will called  told me that they would offer me a full refund but I would have to sign a release and take down my complaint on BBB. I explained that I would not take it down, because I do not want another consumer (especially and elder) to experience what I experienced. He said that his boss would be calling me. No call came. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/19/2024

  We have offered to refund the customer and work with her. In return there is a resolution form that needs to be signed with this dollar amount of refund. 

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21368548
  
  I am rejecting this response because: Benjamin Franklin Plumbing never called or sent me a form to fill out for the refund, from their response to BBB.

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/07/2024

  Customer was contacted 3/7/24 and had a 4 minute 19 sec recorded call. Customer refused to sign resolution letter. We will send the resolution letter to the customer today and will refund upon receipt of letter back. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21368548
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21368548
  
  I am rejecting this response because:

  Please advise when/how I will be refunded. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/10/2024

  Customer will be refunded to **** on file within 10 business days. 

  Customer Answer

  Date: 05/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/24/2024

  Type:Billing 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.

  Oct 26 2023. This plumber boosted about his experience and his past companies. How much money he always made. (Seemed a little loud/aggressive.) He drained my hot water tank for over one hour and stated that it could not be completed. So I Bought new hot water tank $2369.00 (3 hours installation) plus pan $125.00, and had existing new toilet *************** for him to replace. $343.00 (15min- I had parts)I am on a monthly plan to pay no service charge. He added the new year **** *** of $120 and they are taking out $10 month from my acct. He replaced one sink trap/outlet for another $343.00 (15min)When I stated that the 2 charges of $343 was too high he said firmly that I need to take it up with the office. He could not change the charges. I left 2 messages for someone to call me back from billing and to date no response.In my opinion $343/15 min x 4 (hr)= $1372 per hour??????? The receipt states I received a 20% discount. WOW This is very overpriced and no one has called me back

  Business Response

  Date: 02/20/2024

  Hi,

  Thank you for reaching out with your feedback. We take pride in our customer ********************** and would love to get this situation handled for you as soon as possible. Please contact us at ********************************************** so we can get this handled for you.

  Sincerely,

  Benjamin Franklin Plumbing

• Initial Complaint

  Date:01/08/2024

  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 20 we got a letter in the mail from ********************* saying that we have 24 hours of continuous flow of water. On January 2, **** we called Benjamin Franklin plumbing to determine where the leak is. He couldnt find the leak so he referred ***, the leak detection specialist from Benjamin Franklin plumbing and he determined there was a leak under the slab under the master bedroom closet. He provided me with several estimates to re-pipe the house and a new water heater. I wanted to get a second opinion because its a very expensive job. We paid $420 and Benjamin Franklin plumbing cannot provide us a report with their findings. They now say they are not a leak detection company but thats what I needed and they never said they werent. They are providing misleading advertisement. Now I have to pay a leak detection company for another evaluation and report.

  Business Response

  Date: 01/09/2024

  We are a plumbing company and we do offer leak detection in order to earn the business of making those repairs for our customers. We have now sent two technicians out to the home and have given repair and replacement options. We are a plumbing company and the leak detection locations are intended for us to do the repairs. We do not detect leaks for other plumbing companies. If a customer does not choose to go with our repair or replacement options, they may have to pay for the detection again. We will contact the customer to see if there is a way we can resolve this situation. 

• Initial Complaint

  Date:12/27/2023

  Type:Customer Service 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.

  Good evening I still have a issue we its Benjamin Franklin plumbing they installed a hot water heater tank its been six months I and the tank no longer work I have no hot water I am this company to much money for my hot water tank not work I have called them and they sent a technician out but he advised that I need a new when asking for the replacement he advised that a manager lead tech will need to be approved no has called me are scheduled for a technician to come out I just want my service working this way I will not have to worry them no more are speak with this company

  Business Response

  Date: 12/29/2023

  We have been out to the home ************** including a no charge E-call on Christmas day. The unit is working fine, there is a timer that has been turned off or not working correctly. We recommend having an electrician coming out to make sure all electrical is correct. The water heater itself is working correctly. If there is another issue, customer needs to call into call center and directly ask to leave a message for the Regional Director, *****, and I will personally address the issue! We always aim to satisfy our customers.