Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:12/17/2024
Type: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.
Invoice ****** 2/29/2024 $5979.96 Benjamin Franklin Plumbing ***************** #*** The quote was to replace the sewer line from the house to the city sewer main. The pipe was Orangeburg, which had failed, and collapsed, causing backups in the house.When they performed the work they stopped short of the house, not realizing ahead of time the sewer line ran under a retaining wall and driveway. The remaining Orangeburg pipe still needs to be replaced. ** provided a new quote to finish the job, ~$7500. I have received other quotes and have chosen a different Plumbing contractor. They will be replacing the work done by BF.I called and spoke with the owner, *******, on 12/11/2024. He said he would look at the original agreement and get back to me. I have not heard from him since.I don't believe BF pulled a permit when performing the work in February 2024. The plumbing contractors which will be redoing the work will be pulling a contract.
Business Response
Date: 12/31/2024
We were able to respond to Mr. ******* concerning a complaint about a sewer drain repair to *********************************************** We resent the quote in the original format and a copy of the actual work performed. Mr. ******* is disputing the remaining section of sewer drain that is under the driveway. We originally did not quote this direction of repair which would have originally been around $14,000. We did not install the total footage because of the retaining wall obstruction and his bill reflects that. The bill also reflects replacing a portion of the water service. All of this was submitted twice to Mr. ******* with a new quote for the driveway section as well. Mr. ******* approved the original modified work done in February 2024.Customer Answer
Date: 01/02/2025
I am rejecting this response because:I have requested the original quote/bid for the job. They provided the bill, but not the quote/bid for the job. BF also attached a bill for work done on 12/3/2024 which is not relevant to this complaint. The bill they attached also list that 30" of sewer and water line was replaced. This is a typo. It should have stated 30' (30 feet).
In an e-mail to BF, I have again requested the original quote/bid for the job. I am awaiting their response.
A text message from BF on 12/31/2024 is attached, (BFText_12_31_2024.txt)
Business Response
Date: 01/02/2025
The original quote is in the body of the invoice dated January 30, 2024 under Recommendations. The invoice dated February 13, 2024 reflects the partial water service replacement and partial sewer replacement with the price difference. Mr. ******* spoke with ******* *****, the owner, the day of the installation and discussed the findings of how the full water and sewer service ran under the driveway and retaining wall. The portion of replacement *** Franklin Plumbing did was from the house to the street (30'). This portion was in very bad shape and was a necessary replacement and is under a 10 year warranty. Mr. ******* understood the situation via the phone conversation and agreed to the partial deep bury water and sewer replacement.
Customer Answer
Date: 01/03/2025
I am rejecting this response because:BF was able to provide a bid for the work performed. I then replied to BF with the following e-mail.
Jan 2, 2025, 11:55?AM PST.
to Ccr.126@benfranklinplumbing.
Documents received, thank you.
Invoice ****** includes the bid for replacing the sewer line and water pipe as follows:Recommendations
Replace orange burg pipe with pvc attach to cast iron pipe near foundation and install 55ft of pvc 4925.00+tax=5269.75 deep Bury
780 plus tax $6,104.35. With *** membership senior citizens get 10 percent off standard 5%. 169 plus tax
Install new sewer drain with deep bury $4,925.00+$780.00=$5,705,00-5% *** membership discount =$5,419.75+169.00
membership =$5,588.75 +tax=$5,979.96
If water service id fragile galvanized pipe we cannot be liable for possible leak if touched. Recommended new water service with
CTS =$1,285.00-5%+tax=$1,306.20
20 year on sewer water
2 year on connections
This is the work we agreed to. Note the bolded and underlined text. This work was not completed which is the reason for the frustration. Furthermore bid ****** on 12/10/2024, to complete the job, replacing the Orangeburg is estimated between $7000 to $8000 in addition to the $5,979 paid for invoice ******.
I understand BF did not realize the Orangeburg ran under the driveway when placing the bid (listed in invoice ******). I would have thought BF would have located the line during the camera inspection which BF changed $496.95 for.
I have identified a different contractor to redo and complete the job.
Another question, was a building permit pulled for the work done on invoice ******. ?
Al JohnsonBusiness Response
Date: 01/08/2025
We did not pull a permit in ************** because a permit is not required for a Sewer/water line repair.
Ben Franklin Plumbing is prepared to refund the camera inspection fee from December 3, 2024 of $326.33 when provided an address for ** *******, owner.
Customer Answer
Date: 01/09/2025
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.
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