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

  3030 Whitehall Park Dr Charlotte, NC 28273-3334

  
• 

  Benjamin Franklin Plumbing

  PO Box 1 Pineville, NC 28134-0001

  

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:06/05/2025

  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 called Benjamin Franklin Plumbing of ********* Tuesday May 3, 2025. They sent a tech out to access the damage to my pipes. He came out and charge me 60.90$. I gave him 61$ for the visit cash. He told me he would be back out today Wednesday May 4, 2025. He never came. I text the tech and he text me almost after hours that he did not have the parts on his truck and would come the next day. I was told he would be here today and nothing less than that. I was also told he would repair the pipe today and part of the total price would be lower due to him doing the work. That never happen. I have waited the entire day for him to show up he never came or contacted me. I had to contact his company to find out what is going on. Now I have two day of water damage to my property due to lack of communication. If I knew he was not coming I could have called another company and had them fix it. The tech name is ****** ******.

  

  Business Response

  Date: 06/05/2025

  We have discussed this complaint with the consumer and have come to resolution, any company or business would be extremely lucky to have them as a customer.

• Initial Complaint

  Date:08/01/2024

  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.

  Hello,We are looking for a resolution to billing from Benjamin Franklin plumbing. A worker came out to our home and looked at our toilet that we thought we were having troubles with. We were told there would be a $107 fee to come to the home. The worker came to our home, and made us aware there were things that needed to be done, and we scheduled for him to come back the next day. The total of the work was to be $1,853. We had another person come out and let us know there was absolutely nothing wrong, and stated we were scammed by Benjamin Franklin for even suggesting this work needed to be done. Benjamin Franklin called today to collect payment for the $107 service fee. We are looking to have that waived for multiple reasons. First, the worker took multiple parts of the toilet, making it unusable. Second, there was blatant scamming that was attempting to take place. This company was going to create an issue to fix, and that is absolutely outrageous. We are requesting Benjamin Franklin Plumbing waive the $107 fee before additional action must take place on our end. Thank you.

  

  Business Response

  Date: 08/02/2024

  Benjamin Franklin Plumbing reported to the consumer's home 7/30/24, they had called into our call center reporting a plumbing problem. The attached invoice has the consumer's initial reported issue, which states that they had "a toilet leaking in the master bath" and they "noticed in the dining room a water stain on the ceiling". Our technician diagnosed that the toilet ****** (what a toilet is attached to at the floor, which is also the drain) needed to be raised due to it being below floor level, the ****** must be slightly above floor level for a proper toilet installation. This is a common mistake after new flooring is installed, which can leave the ****** below floor level, and the incorrect cure is used by installing multiple wax rings which may work for a bit but will eventually fail, which it did. We are not certain why the consumer is saying that they didn't have a problem when they are the ones that reported the problem to our call center when they called in for service. The invoice plainly shows that the consumer signed for the trip fee (the quoted work pricing is now removed due to the work being cancelled) so they do owe it even if they did cancel the work, which they had every right to do. At this point in time the consumer has not paid anything at all and has not called in to speak to management; the only call that was made was to cancel the work they originally signed for that we did not do. Our technician did not remove any "parts" that made it so he had to repair it as what was needed to be repaired was still installed (the flange). 

  Customer Answer

  Date: 08/02/2024

  This response is misleading, and features multiple inaccuracies. Two parts were removed that made the toilet unusable. 1. The Toilet Wax Seal was removed and taken from the home. 2. The hose that connects the toilet to the water supply. Both of these items have to be replaced in-order for the toilet to be used. In terms of the work that was done, again, Benjamin Franklin is simply lying about the work that needs to be done. Another contractor came into the home and stated I feel bad for you, *******. No work even needs to be completed. I will have to replace the wax seal since the original was taken. He stated that the floor was so minimally raised, that a larger wax seal could be used. Benjamin Franklin was looking to charge $1,853 for a non existent issue. The floor was not raised enough for the work needed to be done, and the toilet was not the source of the water dripping to the ceiling. The response from the company is laughable.

  
  

  

  Business Response

  Date: 08/05/2024

  We understand that the consumer is wanting to find an economical solution to their plumbing problem. As the other "person" that they had look at the issue stated  "I will have to replace the wax seal since the original was taken and that the floor was so "minimally raised" that a larger wax seal could be used. The floor being "raised" whether it is "minimally" (whatever that *** mean) or a lot, it shouldn't be, this is something their "person" should know if they were a trade professional. Using more or a larger wax seal when resetting a toilet when the ****** is lower than the floor is not the proper way to resolve their issue and their problem will eventually come back, as they will find out and there is never any humor in that. Wax seals stick to the base of the toilet and toilet ****** and have to be removed with a putty knife most of the time and can't be "walked out with" and there would be no reason to remove it or the or the supply unless asked. Again, we respect that the consumer is wanting a cheaper way to deal with their issue, whatever way they want to, although the fact still remains that the consumer called us to diagnose and/or resolve a plumbing issue and we did diagnose what it was and through their statements you can see that it was correct, we do not see asking them to pay their trip fee as unreasonable. A further recommendation is to contact the flooring company that installed the flooring in their bathroom as they should have had a plumber raise the ****** to avoid the issue altogether. 

  Customer Answer

  Date: 08/05/2024

  Multiple professionals have looked at this, fixed the issue and stated there was really no issue to begin with. It was only replaced because the wax seal ring and connecting hose were taken. From the bathroom. If this trip fee matter cannot be resolved, Im sure it can be corrected in the court of public opinion. I will post my reviews wherever the internet allows, simply to ensure that other clients in my neighborhood/surrounding area dont experience this.
  
  

• Initial Complaint

  Date:09/19/2023

  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 July 22, 2021, I purchased an ******************* whole-house system which was highly recommended by *** Franklin Plumbing for $12,637. The system routinely gets clogged and significantly reduces water flow into my home. Since 2021 Ben ************************ technician has come out every few months to fix the problem (at their expense). In July of 2022 they recommended a prefilter system to end the problem, and I spent $668 for the prefilter system followed by $213 in January 2023 for a new filter for the prefilter system. The prefilter just served to extend the time before the clogs occurred. The company continued to come out to clear the system until I called them in August. Now they want to remove the system entirely and have me spend another $2000 on an entirely different system.I emailed the manager with this information and a request for help on September 9th. As of today, September 19th I have not received a reply. Help please!

  

  Business Response

  Date: 09/19/2023

  We have our Field Manager visiting the consumer's home 9-20-2023 at the consumer's request to review the pressure issue so a final resolution can be made, we apologize for any previous miscommunication.

• Initial Complaint

  Date:06/12/2023

  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.

  Date of Transaction/Service- June 2, 2023 Amount Paid: $3,025.52 The Business was called because the kitchen sink was clogged.The nature of the dispute: Overcharging of the bill, without getting the problems fixed. The business tried to solve the problem initially by decreasing the original quote from $4,000 to the $3,025.52. However, that was still excessive and I have not heard from the business since to try and resolve the matter.I have attached all the relevant documents, including a more detailed description of the events, as well as supporting evidence.

  

  Business Response

  Date: 06/14/2023

  Resolution provided by the company  has been accepted by the consumer.

  Customer Answer

  Date: 06/14/2023

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