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

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  Benjamin Franklin Plumbing

  2400 Silver Star Rd STE A Orlando, FL 32804

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  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:12/27/2023

  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.

  Im giving them two stars only because they did the initial work satisfactory. I needed to have two faucets repaired on the outside of the house which were done well. At the time the worker told me I could save a little money by signing up for their monthly subscription, which would get me a hot water heater, flush, faucet maintenance, and they would look over my water softener, so I agreed. Six months later I decided to use the maintenance plan I had been paying for. I called and made a reservation that was three weeks in advance because I needed to take a day off of work. On the day of my appointment, they canceled on me an hour before, mind you I took the day off of work and sacrifice the day of pay. I called and requested to speak to the supervisor to try and get them to accommodate later in the day due to the fact that I already took the day off and I didnt get a callback for three days. When you finally called me back he apologized for me taking the day off, but said that I wasnt entitled to the maintenance, so me, taking the day off and losing pay, was in vain. He told me I couldnt use it for a year and that they shouldnt have taken my reservations to begin with. They offered no sort of compensation and did not try to make it right

  Business Response

  Date: 12/29/2023

  I am the regional director and want to apologize for the way we handled this situation. I would love to make it up to you and book a Saturday morning appointment (we don't normally do maintenances on a Saturday) and renew the next year for no charge. Please call our call center and ask to leave a message for the regional director *********** 

• Initial Complaint

  Date:11/16/2023

  Type:Product 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.

  They installed a Brita Pro Water Softener at my house on Oct 14 2023, the system worked for 1 day. They sent a technitian back out on Nov 6, to address the issue, and he said it was fix in the email he sent after he left, the system was still not working. I spoke with the manager Will and he told me the technician was not trained on this system and he apologized. He sent his master technician out on Nov 10, he also could not get the system working. I told the manager at this point and time I would like them to remove the system and refund my money $6999.00, he said he could not do that. I do not want to do business with this company anymore because, no one seems to know what they are doing.

  Business Response

  Date: 11/16/2023

  We are a certified Brita dealer and we are knowledgeable on the product. At this time, even tech support is not sure what is occurring so we have offered to replace the entire system with a brand new unit due to the inconvenience. Customer simply needs to call in and schedule for replacement. We can even do the swap on a Saturday if needed. 

  Customer Answer

  Date: 11/18/2023

   
  Complaint: 20869308
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Benjamin Franklin Pumbling, sent a technician to my house to install this water softener, which the manager said was not trained to perform the job, then they sent the same technician back out to try and fix the issue. In my opinion this is negligent on there part, the technician asked if the power had went out, which it did briefly, I then ask him if the system had a battery backup and he did not know, my older system did so that further increase my suspicion of his compitence, and after the Nov 6 appointment the technician states the systems was fix. the manager said the problem was a programing issue and sent an experience technician out Nov 10. This experience technician was the person who sold me the system, he was unable to fix the problem. In my opinion the custmer support is very poor, and this is what I have to look forward to for the life of this system, and their own receipt in very pine print say if they cannot reach and agreement with a customer they will refund their money. At this point I know their customer support is suspect, but I also question this model water softener that they sold me,I would rather take my business elsewhere.

  Business Response

  Date: 11/28/2023

  Customer did accept and we installed a new system today. 

  Customer Answer

  Date: 11/30/2023

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

  BBP came out and replaced the unit on 11/28/2023, and so far the system seem to be working correctly.

• Initial Complaint

  Date:09/01/2023

  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.

  Benjamin Franklin came out to my house after a pressure pump flooded my garage. I bought this pressure pump at the suggestion of their sales associate when i purchased my new tankless water heater from them. The technician came out and said the pump was defective and covered under the manufacturer warranty. This was on 7/19/2023. He stated he needed to order the part and would return to install it when received. His name was *******. Since this date I have called weekly almost trying to reach Will who is the branch manager here in *****. Will finally decided to answer my call yesterday on 08/31/23 and proceeded to tell me that it is a manufacturer issue and i needed to order the part! How could this even be when your technician ******* took the pump with him? I have my mother living in this house alone who is ******************************* June of this year. I don't know if they thought they can take advantage of her but i am a certified building contractor here i the **************** myself. This is completely unacceptable and needs to be remedied asap.

  Business Response

  Date: 09/14/2023

  Pump has been replaced for no charge and customer is happy. 

  Customer Answer

  Date: 09/18/2023

   
  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:08/31/2023

  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.

  Good ********************************** sent the young man *************************** to come in to my home to fix my plumbing problem I explained to the young man that I had a leak in the wall after a conversation with the contractor he advised it would be best from me to replace the pipe in my home in sides and out, and replace the water heater, I had to call them out again because the leak did not stop they sent *** the flied manager out whom advised they would need to go in the back of my home to fix the joint that was located in the back of the wall on the outside of my home after competing the job I was advised they would send out the contractor in two weeks to the replace the bricks they removed after two weeks no showed up are called . I have had to the company several times to close up the holes lift in side my home, and now I am left with a big hole in the back of the wall and they are refusing to fix. I consenting have to call from the company to stand by their word . They advised that they would fix the wall and I want it fix

  Business Response

  Date: 08/31/2023

  I am so sorry for any stress or inconvenience. We will reach out immediately to schedule a subcontractor to make the needed repairs. 

• Initial Complaint

  Date:07/28/2023

  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.

  On 7/11/2023 Benjamin Franklin plumbing came to my house to repair my upstairs and downstairs toilets. They charged me $511.10 for the services that day upon completion. When I returned home. I had a major flood damage from my upstairs batheroom that leaked down into my bottom floor ceiling of my house. My downstairs ceiling now has huge brown stains due to the incompetent repairs done at my house. Not only did they flood my bathroom, the toilet downstairs still doesn't flush without using a plunger. Benjamin Franklin said that they would refund me and read and do the repairs needed. Today, after speaking to my husband they told him they would only either refund me and not do the proper repairs, or do the repairs, and not refund me. I should not be charged for work that was not done properly or not even done at all and I should not have to be left doing repairs to ceilings that I did not cause.

  Business Response

  Date: 08/11/2023

  First of all, Thank you so much for your business. At Benjamin Franklin we pride ourselves on the level of customer ********************** we give and the warranties that come with our repairs. Because the customer paid for the repair, they now have a warranty. With that warranty, we are able to offer the repair of the ceiling and the repair of the downstairs toilet that the customer states is not working correct. However, we do not provide warranty on free work. If we refund the work that was done, it is now free work and we cannot warranty repairs or repair the ceiling. I hope this helps clarify the situation and that you would let us know which resolution you would prefer. 

• Initial Complaint

  Date:06/28/2023

  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 6.26.2023 I had and still have water line leak flooding my yard. I asked them to repair and they said they would charge almost 200 dollars for emergency service plus cost of repair. They said they would be here in about an hour. I told them I would cancel if I could get someone out sooner. Two hours later still no one showed. They said the tech is running late on another job and they won't be sending anyone. If I didn't call them they were not going to tell me this. Now I still have to find another plumber and will have to pay for an additional two hours of water flooding my yard and potentially creating a health hazard in my home if the flooding water rises to the level of the broken pipe. There total lack of professionalism is offensive and dangerous to consumers.

  Business Response

  Date: 06/28/2023

  Sorry this happened. We will work with our call center and dispatch team to improve and give the best customer ********************** out there. I am not able to look up the exact situation to get full details due to us not running the call but nonetheless, my apologies! 

• Initial Complaint

  Date:04/17/2023

  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.

  Benjamin Franklin Plumbing guaranteed their work on their website as well as 100 percent. customer satisfaction. I have a signed contract for the removal of my old bathroom vanity and sink and faucet and install new vanity and sink and faucet. They have done this. And I have paid them. I came home to find a flood on my bathroom floor and called them for service. They called me back and point blank refused to provide service to me and told me to go get another plumber. I am 80 years old and can't afford to pay for another plumber as I live alone and I'm on a fixed income having already depleted my meager savings to pay for the work that was done in a timely way. I want to have them service and correctly repair what caused the leak which is where the pipe from the house meets their piping installation as soon as possible and also no to be on time with no additional cost to me.

  Business Response

  Date: 04/21/2023

  *********************,
  
  First, thank you for sending in this concern we strive to be the best and will continue to do so. As for your concerns they can be addressed one by one.
  
  The install and removal of your vanity sink:
  
  You are correct, Ben ********************** did perform this work and you did pay for this work to be completed. You are also correct that we do warranty all our work and offer 100% customer satisfaction for all the work that was performed. What was not mentioned is that you called in asking Ben ********************** to return and perform extra work that was not on your invoice and perform this work free of charge.  Our tech, while on site, showed you the completed work and you verbally approved the completion of the work. On top of verbally confirming that the work was completed you signed a document stating that the work was done to your satisfaction. When you were informed that there would be a cost to have Ben ******************** return to perform work outside of what was on the invoice you refused to have Ben ********************** out unless the work was done completely free of charge. The branch manager that spoke to you offered multiple solutions, but you refused them all. These solutions even included a return of the tech to remove your vanity for only a service charge of *****. At this point you stated on a recorded line that you would be hiring another plumber to come and perform the work. The branch manager told you that if you did this all the work that was performed by *** ********************** would now not be covered under warranty. Due to your statement and the fact that there is no way to verify if another plumbing company has been to your residence the work that was completed by *** ********************** will not be covered under warranty.
  
  On time arrival:
  Ben ********************** offers 4-hour time frames in which the technician will arrive at your home. In all cases *** ********************** has yet to miss a timeframe dictated to you upon the booking of the call. If the client is not home during the appointed time frame the call with be rescheduled for a different time or in some cases a different day depending on availability. 

  Customer Answer

  Date: 04/21/2023

   
  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:09/21/2022

  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 generally use another plumbing company, but chose to go with this company after reading the advertisement that states that they pay the customer for every minute they are late.I got a text early in the morning stating that my techician was "in route to your home." It was over two hours before anyone arrived. I texted back later that day making them aware of this issue. No offer of adjusting the bill, no response at all. As another customer mentioned, they pushed HARD for a water softener system, which of course I refused.After spending $2000 for replacing two shower heads, I was left with two large holes in the walls and told that I would be contacted about the drywall repair (I was also previously told that the company contracted with someone who did this). This was not a misunderstanding. I specifically remember asking the technician as he was leaving about the drywall repair, and he said that someone would be in touch.Now I'm told that this was incorrect information, that they do not do or contract with anyone who does drywall repair, and the person I spoke with about the issue only cared about pinpointing who told me this (I've had exactly 3 of their people into my home -- surely they can figure out with whom I have spoken). I was repetitively asked -- "Who told you that?" as though I was making it up. Absolutely no attempt whatsoever was made to resolve the matter.*** Franklin my eye. They should call themselves *************** and the 40 Thieves.

  Business Response

  Date: 10/11/2022

  We will contact the customer and find a resolution that works for us both. We do desire to have happy customers and will make this right.