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:12/05/2024

  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.

  We hired Benjamin Franklin Plumbing in ************, ** to come in and replace the rubber flapper on three toilets. We were quoted $88 service call plus parts. The technician was here for less than 30 minutes. We were charged $588.50. Thus, $154/toilet for a rubber flapper. My husband was not told prior to the work being done that it would cost this amount (nor did my husband ask). I called the company and talked to ****** (admin), *********************** and ***** (Office Manager). In summary, they stated that the charges were accurate, and then ***** said he would reduce the charges to $124/toilet, which my research shows is still very high. I asked them to be fair and reduce the price, and *****, the office manager, became disgruntled with me, interrupting me, talking over me, and disrespecting my husband's integrity and word, and I felt I could not get anywhere with him. I asked him to reduce the price to $50/toilet, giving his company a very high profit. I still feel that that is high, but I wanted to resolve this.

• Initial Complaint

  Date:10/30/2024

  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.

  October 1st I had work done Its not done right Made multiple attempts to fix the problem It is not working sense it 17th Need a refund so I can get another person to fix it right

  Business Response

  Date: 11/09/2024

  We have not heard from this customer since the date of the original installation on 9/30/24, and therefore were not made aware that they were having issues with our work. In accordance with our Warranties, we would be happy to return to the home to fix the issue. If the failure was due to faulty installation by our plumber, this would be at no extra cost to the customer. We ask the customer to call us to schedule a time for us to come out at ************, and to please remove this complaint.

• Initial Complaint

  Date:09/09/2024

  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.

  Technician (Hunter) was in our home on 9/3 and told us we needed a new water softener as our current one is "completely shot" and not working currently. They did not even test the water at all.We had another business come in today (The **********, *********) on 9/6 and told us the water softener is working fine as is and has no problems. He tested the water to prove that it was working properly. *** Franklin wanted to charge between ***** and ***** dollars for a new water softener which was not even necessary. They are lying to consumers and presenting information under false pretenses.They also sold a "membership" as a benefit to get 15% off my purchase of $3,500 but failed to mention that it's only for future purchases not for anything at the point of sale.They are lying to people and falsifying work that needs to be done in order to make a sale. It is completely unethical and should be reprimanded.The customer service representative *********************** also threatened to send the account to collections multiple times instead of trying to resolve the issue and take responsibility for their actions in lying to my face.

  Business Response

  Date: 09/12/2024

  We sincerely apologize for the miscommunication regarding the water conditioner. It is against our company's policy for a technician to assess a water conditioner without first testing the water. The technician in question has been reprimanded for this failure to follow protocol, and we regret any confusion or frustration this caused the customer.

  
  We would also like to clarify that the $3,500 the customer paid was not for a water conditioner. As shown in the invoice submitted by the customer, the payment was for a variety of other work that was completed at their property. There was no charge for the water conditioner itself, as no such purchase was made. Unfortunately, despite the completion of this work, the customer placed a stop on the check payment.

  
  In an effort to resolve this matter amicably, we have offered the customer a 15% discount on the work that was done, along with waiving our standard $35 stop payment fee. We hope this demonstrates our good faith in addressing their concerns.

  Customer Answer

  Date: 09/12/2024

   
  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:10/31/2023

  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.

  On Monday 10/23/23 ************************* called Benjamin Franklin Plumbing asking for a toilet and bathroom faucet to be replaced, and possible leak damage to be assessed. Company said there was no leak damage to flooring under toilet. After going into basement to assess possible damage, informed homeowner of leaking water heater, warned of IMMINENT basement flooding if new water heater was not installed. Then offered homeowner water softener salt refill service for a recurring yearly fee. (This involved refilling ALREADY EXISTENT water softener with salt every 2 months.) While in the basement installing the new water heater they were also installing a new water softener that WAS NEVER DISCUSSED AND NOT APPROVED. Never once was anyone told or asked about this piece of equipment that cost thousands. The very last part of the job was them fixing the bathroom faucet. They tried to do so, but it had an ongoing drip. BFP was clearly going to just leave and leave it like that until homeowner stepped in and said, NO, it needed to be replaced. It was then replaced with a kitchen faucet - a stopper was not even provided. It should be noted that while BFP was here, one of their workers ran the work truck into the garage frame costing thousands in damage. BFP states that they are goijng to work with our HOA Maintenance Man to get estimates and get it fixed. BFP says they will cover the cost. *** This statement was prepared by adult daughter of homeowner who was present during the entire thing. She also happened to be outside when the truck struck the house by the employee of BFP. My name is *********************, my phone number is ************ - I, and the homeowners believe this was a clear case of Deceptive Practices and taking advantage of seniors.

  Business Response

  Date: 11/10/2023

  We sincerely apologize for the damage done to the property, and as stated in the complaint, we are working to remedy this to the best of our ability. Accidents happen and we will gladly take responsibility for this.

  However, it is clearly stated on the invoice that the complainant herself submitted as evidence that the Defender Water Conditioner was purchased as a combo with the Water Heater. The Customer also initialed to authorize the work, after viewing the Invoice/Total Cost and before any work was performed or payment taken. This is a requirement of our Customers and Technicians on every call, in order to avoid situations like the one this complaint is describing.

  We are not sure how an accusation of "Deceptive Practices and taking advantage of Seniors" can be levied, when the complainant clearly states that she was present for the entire time ************** was at the home, as the customer's Adult Daughter. ************** saw no signs of the customer in question not being of sound mind.

  We would also like to mention that the Faucet mentioned in the complaint was provided and installed for free by **************. The Technician states in his notes on the invoice provided as evidence by the Complainant that he "threw in" the faucet at no extra cost. This can also be proven by the lack of a faucet stated in the itemized list of expenses on the invoice. 

  Customer Answer

  Date: 11/14/2023

   
  Complaint: 20801841
  
  I am rejecting this response because: 
  Complaint: 20801841
  
  I am rejecting this response because: whoever you received these details of events from is LYING. THERE WAS NEVER ANY ESTIMATE OF WORK PRESENTED before work started, otherwise a new water softener WOULD NOT HAVE BEEN PURCHASED. We still, to this day; have no copy of any estimate or ITEMIZED INVOICE. ************************* states that she did not initial ANYTHING until after it was too late, all work had been completed and she was writing the check. There was NO NEED for a new water softener in the first place, it was just empty of salt. It was the intention of the homeowner to purchase a water heater ONLY. In regards to the water softener, the homeowner thought they were purchasing water softener SERVICE ONLY - where salt would be brought out bi-monthly and put into their EXISTING water softener - which again - nothing was wrong with. The faucet in the bathroom was NOT just "thrown in". The inadequate plumber who "fixed" their bathroom faucet left it with a stream of RUNNING WATER and was going to walk away with it like that! We then complained and said, no, you cant just leave it like that - at which point he replaced it with a cheap KITCHEN faucet and it doesn't even have a stopper. This whole day was ridiculous business practice. Again to reiterate: at NO TIME was an ESIMTATE of work to BE COMPLETED presented to the homeowner - or she would not have purchased a new water softener THAT WAS NOT NEEDED. When asked over phone to be presented with an ITEMIZED INVOICE OF COMPLETED WORK, we received no such thing. **************** of the items purchased. We don't know how much each item cost separately OR what the cost of labor was. Everything about this was deceptive. The initial call for help was a leaky toilet and a leaky faucet. It was never the intention of the homeowner to purchase such expensive, unnecessary equipment. 
  
  Sincerely,
  
  *************************

  *************************

  *********************

  
  

• Initial Complaint

  Date:10/24/2023

  Type:Product 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.

  On October 19th they installed a water heater in my mobile home. Charged 4288.44.which is totally ridiculous. Tried saying mobile he's cost more. My awning on bottom of trailer wasn't put back on. Was way over charged. They should not be in business to charge this amount. Did not give a city permit which should be done and no receipt . Said would send it but haven't received yet.

• Initial Complaint

  Date:07/31/2023

  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.

  Service Friday **** Provider Benjamin Franklin ************************ :30mins Bill $319 roughly Documentation ZERO Estimates ZERO Quotes ZERO ITEM /Description ZERO Services rendered without prior approval = white powder ; also no explanation of costs for anything!**** that will be $250 please sign ISSUE - contractor / bill / explanation of charges / services / property damages / hazardous materials cleanup!**** the contractor who serviced us on behalf of BF dumped a hazardous acidic material on our driveway and in the street and also dumped waste (shit) products on our front yard upon leaving.Disgruntled over non-payment due to inaccurate explanations/documentation of services rendered without any itemization or explanation!*There is presently human feces/urine in my front yard due to **** dumping on my property upon his exit.***************** knows what **** did.***** has the photo from their own employee ***, who had to come out to cleanup the white acidic powder ; as we both discovered together the pile of S*** dumped on my FRONT yard and the chemical dumped in my drivewayBF - employee dumped a hazardous material on my yard.Regards.********************* Ps - I need it all cleaned up repaired ASAP!

  Business Response

  Date: 08/10/2023

  We have agreed to pay to have the customers lawn repaired by a third party. In turn the customer agreed to remove this complaint. 

  Customer Answer

  Date: 08/11/2023

   
  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:03/20/2023

  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.

  On 3/1/23, Benjamin Franklin Plumbing sent out a technician for an emergency service. Our 2nd floor toilet wasn't flushing correctly. The technician spent 5 hours trying to solve the issue. Part of which included cutting up our dining room ceiling. The evening ended without the issue being resolved and being told that the earliest that the issue could be resolved would be 3/7/23. We were charged $887 and told that it'd cost an additional $2100 to complete the job. After thinking about it, I contacted another company to come out and give a second opinion. They came out on 3/9/2023 and solved the problem within 45 mins by clearing the main line and charged $180 (of which I have a receipt). I want a full refund from Benjamin Franklin. Not only did they not resolve a single issue due to being incompetent, they damaged my property by cutting up the drywall in my dining room, wasted hours of my time, and also practiced predatory behavior by trying to get me to agree to work that wasn't necessary, which would have resulted in an additional $2100+

• Initial Complaint

  Date:09/27/2022

  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.

  Called to set an appointment to have my drain snaked, was quoted $80 and agreed. Upon arrival the 2 guys stood at front door on iPad for about 3 minutes. Then was told it would be $375 to actually do any work. Called office to complain because this isn't what I made an appointment for. Was informed that if I didn't pay right then I would also be charged an invoice fee plus interest. Poor communication and horrible experience.

  Business Response

  Date: 09/27/2022

  The consumer seems to have picked the incorrect BBB to send the complaint to as our location is in *********, ** and the consumer lives in ************, ****. The Benjamin Franklin Plumbing in ************ is a separate franchise and owner with no affiliation to Benjamin Franklin Plumbing *********, **.  

  Business Response

  Date: 10/10/2022

  It was made clear to the customer on the phone before they booked the call, that we have a service fee of $78.50 and that this does not include any work. Every customer is told this, every time. This is not unusual practice for service companies. You will not find a reputable company to clear your drain for $80, our prices are industry average for the area. The customer agreed over the phone to pay the service fee before we arrived, as every customer does. 

• Initial Complaint

  Date:08/08/2022

  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 purchased and had installed a water heater and water softener system in March 2021. Benjamin Franklin along with the manufacturer of the water heater have been to my house over 20 times since then because I have no hot water. I paid almost $8k for both and have put an additional $700 into trying to fix the installation issues performed by Benjamin Franklin. I have a warranty so I do not pay for service calls but I have a child that I cannot bathe or shower when I don't have hot water. I have been patient and polite for 16 months trying to get everything resolved. I asked at this point to be refunded completely and I will go through a different company as *****, the ** of Benjamin Franklin is now refusing to send service out unless it is Monday-Friday 8-4. I work Monday-Friday 5am-330 pm and cannot be available those times. I have taken attendance points at work and I have left my door unlocked for them to come while I am at work. They took it upon themselves to call the gas company to meet them here while I was not home and without my permission. They are refusing to give me any sort or refund or compensation for the problems occurring for over a year, and now are refusing service to me which was promised through the 10 year warranty I have through Benjamin Franklin. I am waiting on them to send me all invoices showing every visit they have been here because they have not sent these to me at the times of service.