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

  2702 Back Acre Cir STE 110 Mount Airy, MD 21771-7770

• 

  Benjamin Franklin Plumbing

  2702 Back Acre Cir Ste 110 Mount Airy, MD 21771-7770

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:12/23/2023

  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.

  I had a plumbing issue and I called Benjamin Franklin plumbing, telling them what I needed done and they told me I couldn’t get an appraisal over the phone when they knew the price of what I needed done anyway when they got here they wanted to charge me $900 to do the service And obviously when I was taken back by the price of the service just to snake my drain my options were pay the $900 or pay $100 when they could’ve given me an appraisal over the phone because I knew what I needed ahead of time.

  Business Response

  Date: 01/03/2024

  To whom it my concern we will be refunding him his $104. Please allow 7 to 10 business days. Thanks

  Paul ******

  Plumbing Manager 

  Customer Answer

  Date: 01/03/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21047997, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:12/28/2022

  Type:Order 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 or about August 26th, 2022. I Purchased an a/c system for my
  house with One-hour air conditioning at Benjamin Franklin in
  Frederick MD. I unknowingly signed a contract that included
  items that were not compatible with my new a/c system per the
  bad recommendation of "Allan" a seller from One Hour Air
  Condition Benjamin Franklin the new a/c system. So, based on
  that bad experience I canceled all the other additional items that I
  purchased, leaving only the new A/C system (it was already
  installed) So, for the payment "****" had me sign a loan of $20675
  that would be paid 120 payments of $333. But, since Benjamin
  Franklin sold me the wrong product and I canceled the other
  items, the price of my debt went down to $14000. I contacted
  both parties to redo a new contract with the ONLY item that I
  actu**** received, but B. F. air conditioning said that they will
  credit the money to my account. I told them no because the
  monthly payments will be bigger, thinking that it was the only
  issue so I submitted a claim with **** and both parties agreed to the issue, so, I submitted a claim with ****, and both parties agreed to
  keep the same account. I received an email from **** that cc B. F.
  Air condition system stating their resolution. I emailed over 20
  times asking for a document that states the Items that B.F air
  condition included in my new debt, but I only got a verbal
  response. To make matters worse **** verb**** expressed that I
  have still to make the 120 payments of $333 and that I have a FEE
  of $180. Now I owe them more than the debt of $15239.58 I have
  made 3 payments of $333 and I am also charging a $35 late fee
  because of the time that they process the payment. The ****
  account number is 6*********160558 Is very important to add
  that both companies ignore my emails and ask me to contact
  them over the phone and when I do they claimed to be in a
  meeting and never call back. ******* ****** from **** said that
  he can't longer talk to me about my case and that "Alex" will call
  me, but she/he had not responded to my calls. His email is
  t************@****.com and from Benjamin, A/c is *****
  ********* at *****.*********@onehourair.com case is not
  resolved. **** keeps charging an illegal, unjustified fee of $180
  and changed the min payment, and has NEVER provided a new
  maturity date for the loan had a payment of $5700. **** verb****
  expresses that I still have to make the 120 payments. It's a lie that
  they spoke with me and told me that my debt will be paid off
  sooner. I need to keep the same multi-payment and know how
  many more payments I still owe, I need to know my maturity day,
  They must respect the same monthly payment and should not be
  allowed to charge Other fees. **** is being sued in multiple states
  for acting fraudulently, please investigate. Order them to provide
  me with the information that I have been requesting since 08/22
  Now, **** keeps changing the minimum payments from $333.2
  to $368.44. Asked for late fees when I am paying Feb month so
  far and was charged $187.80 in addition to the loan. Also
  claimed that the balance is $15239.58 when the reminding of the
  loan is $14000 (After Benjamin Franklin made the reimbursement
  of the Items that they failed to fulfill/installed due to their error) If I
  don't have a decision with the correction that deserves my
  account, having less amount of payments since the debt is no
  longer $20000 and the payment amount stays at $333.2 and I
  don't receive a late fee for paying in advance. I will stop all
  together my payments until we have a resolution so far I pay
  OCT, NOV, DEC, and JAN, and tomorrow I will pay FEB. If I don't
  get a resolution I won't make any more payments. It's stupid to
  force me to pay late fees when I am paying in advance. **** is
  being sued in different states for similar fraud activities. DO
  being sued in different states for similar fraud activities. DO
  SOMETHING TO STOP THEIR ABUSE! The case is not resolved.
  **** keeps charging an illegal, unjustified fee of $180 and
  changed the min payment, and has NEVER provided a new
  maturity date for the loan had a payment of $5700. **** verb****
  expresses that I still have to make the 120 payments. It's a lie that
  they spoke with me and told me that my debt will be paid off
  sooner. I need to keep the same multi-payment and know how
  many more payments I still owe, I need to know my maturity day,
  They must respect the same monthly payment and should not be
  allowed to charge Other fees. **** is being sued in multiple states
  for acting fraudulently, please investigate. Order them to provide
  me with the information that I have been requesting since 08/22
  Desired Settlement:
  Re-do a new contract with my real debt, and stop charging unlawful fees.
  Although as part of our agreement with One hour Air conditioning Benjamin Franklin of not longer charge me the monthly fee of $39.08 for services that I had previously purchased the new unit, today I found out that my credit card has been charged the fee for all this time. The last time was on Dec 22.

  Business Response

  Date: 01/16/2023

  One Hour is not disputing the context of the compliant. We agree that we needed to alter the scope of work for Maria. As such, One Hour Air Conditioning, following the process of **** Financing, refund money back to ****. At that time, it was our understanding that the payment amount would be adjusted, per the customers instructions.
  
  
  
  The issue here is that the contract for financing is between **** Financing and Customer. This unfortunately, puts One Hour Air outside of the contract. One Hour Air Conditioning and Heating followed the process of the **** Financing. As such, **** Financing is responsible for resolving this matter with Maria.
  
  
  
  Our only resolution work with Maria and **** to resolve this matter.
  
  
  
  One Hour Air suggested that Maria starts making payment to **** while this matter gets resolved to avoid late charges. While the clients stance is on principle, it does not override the actual contractual obligation to which she is responsible. By not making payments, she also complicates the complicates the resolution conversation with ****.
  
  
  

  Customer Answer

  Date: 01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  All this problem started when Benjamin Franklin sold me the wrong product. They should have redo anew contract with the actual debt. **** is even charging me interest over the credit that was applied to my debt by Bejamin Franklin and to make matter worse I just found out the Benjamin Fraklin are still charging me a monthly fee That I requested to be cancelled on August 2022, they only refunded me one month of 5 months that Benjamin Franklin charged without ,y permission.
  
  I also placed a complaint with **** who of course blaim Benjamin Franklin for keeping the original contract instead of doing a new one.
  
  
  
  I demand that Bejamin Franklin re issue a new contract with the actual debt so I dont have to pay large monthly payments and I don;t have to pay interest over the $5700 that Benjamin Franklin credit my account with **** for wrong doing.
  
  Also **** is expecting for me to pay 120 pauments as the original payment states, **** don't consider the credit that they received.
  
  Lastly when we re sign the new contract I don't want to use **** as my laneder!

• Initial Complaint

  Date:09/02/2022

  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.

  I contacted Ben Franklin Plumbing in November 2021 to replace my hose bib in the backyard. The technician quoted me over $800 to do so. I thought that was ridiculously high. The company charges $99 just to come out. The technician said he could do it for $350. I commissioned the work. I turned on both external water facets (front yard and backyard) and water flooded my basement due to an issue with the facet the technician worked on in November causing thousands of dollars worth of damage to my walls, ceiling and flooring.
  
  I believe that what the technician did is condoned by Ben Franklin to get the work but without assuming the liability. I want compensation for my out of pocket expenses (insurance deducible), plumber repair costs (I had to hire a competent plumber to do the work correctly) and my time (my hourly wages) to remove damaged goods for the home and compensation of costs that will not be reimbursed by my insurance company, etc. The final number is not complete yet until my insurance company assesses the damage.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We did go to this residence on 11/17/21 The tech quoted her the price of approximately $800 for the repairs and the customer declined our service. She then made arrangements with the technician for him to do it on the side and paid him with a check made out to him not to Ben Franklin Plumbing. The customer spoke with our HVAC manager and admitted that she paid him on the side. All of our phone lines are recorded so I would be happy to forward you the recording if you would like.