Reviews

Review Details

• Review fromAnn K

  Date: 05/30/2025

  1 star
  DO NOT USE BENJAMIN FRANKLIN PLUMBING!!!!I had a gas leak. It will be a $99 charge for coming out. They do not charge by the hour only by the job. They said this is fair to their customers. So I thought okay that sounds reasonable. They come out. They go down to my basement. They come back up and tell me that they will charge another $300 just to run the test to see where the leaks are. I told him this was not told to me when I called. He said they never tell the customer this. Since I was going to have to pay the $99 and I did not have any gas I just agreed to it. Here's my frustration. Why wouldnt they tell their customers this in the first place? I called to complain. Manager was in a meeting. I never received a call back. The next day I called again. Manager was in a meeting. I told the *** that if I didnt hear back from the manager I will go on social media with my complaint. 10 minutes later I received a return call. He was a jerk. He asked me if I would have had them come out if I knew about the $300 charge. I told him NO! I would have called someone else. If they know the customer has a gas leak, why wouldnt they tell the customer it is going to be another charge for running the test???? The total job cost almost $1000. They were there 2.5 hours. That also includes the time they left to get the part. RIDICULOUS!!The manager was not offering to make it right. He was just making excuses. So I told him I was going to blast him on social media and BBB. He then offered to give the $99 charge back. I accepted not happily. He said a letter would be coming in the mail for me to sign.I did receive the letter. The letter was an agreement stating this was going to make things right. And if I send a review to BBB or Angis List, they would send the letter to them. Go ahead and send the letter. The fact is they are scammers. They cheat people. They are not upfront with their customers. Shame on them.
  

  Benjamin Franklin Plumbing

  Date: 06/02/2025

  . Our plumbers informed me that they were greeted by our customer's mother, who contacted ***, who subsequently approved the initial scope of work, including the gas pressure test with leak search and updating the old gas gate valves per code with gas ball valves.
  
  
  During the leak search, a leak was identified in a difficult-to-access area. We appreciated her husband's prompt approval of the additional work required for the repair upon his arrival. Our team also noted his positive feedback regarding their professionalism and ability to access the leak. As the repair required non-stock fittings, our plumbers ensured the repair was completed and successfully held during the final gas pressure test.
  
  
  As is standard procedure and in line with ************ guidelines, homeowners typically receive a Yellow ************ Card which they did receive outlining the necessary steps before gas can be turned back on, including required repairs and leak pressure testing.Our customer was able to successfully have their gas turned back on after our work was completed.
  
  
  The customer was contacted May 15, 2025, to discuss the process we follow as required by ************. During our conversation, I offered to refund the service call fee of $99, which she accepted. I informed her that I would send our customer satisfaction letter, with the refund to be processed upon its customer signed return. We received the signed letter, and the refund was issued on May 28, 2025.

  I will also send through your document portal the signed Customer Satisfaction letter that I sent to our customer on 05/15/2025 which she signed in agreement and mailed back to our office.