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Business Profile

Plumber

Benjamin Franklin Plumbing

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:11/09/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 the business to have work done in my house. A plumber, Kevin , which I later learned was the owner, came to my house on Oct 5th. We went over the requested work and he said he would send me an estimate by email. I paid $59 for the visit. After contacting the company twice, I received an estimate via email on Oct 24th with an apology for its lateness. I responded to the email same day, and didn’t not receive a response. I contacted the company again on November 8th to request a refund, I was told I would receive a call back between 3 and 4 pm from someone named Shannon. I did not get a call back.

    Business Response

    Date: 11/21/2022

    RE: Response to complaint 
    This is in response to complaint * ******** 
    DATE: 11/21/22 
    ATTN: 


    We responded to *** ******** home on 10/5/22 to investigate a sewer smell in the basement of a home that he had recently purchased. Our Technician, Ryan responded and diagnosed the issue as a sewer gas leak from the sewage pump pit. He suggested replacement of the lid assembly. ** ****** asked if we could also provide a quote for a replacement sewage pump. Ryan turned in his paperwork to me and I failed to send out the estimate in a timely manor. I did finally send the estimate on 10/24/22. ** ****** responded back to the email/estimate with a question of "does the pump have a battery back up?" I responded back to his question that it does not. I received no further emails from ** ******. He then called our office and spoke with Shannon who offered to book an appointment for the repair but ** ****** declined and indicated that he did not want to do business with us. He was requesting a refund of the $59 diagnostic fee. Our technician Ryan did diagnosis the issue so we did not offer a refund. If there are any other questions please call or email me at-************ or ************************************** 

    Sincerely, 
    Kevin B******


    Customer Answer

    Date: 11/22/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    Benjamin Plumbing is claiming they answered my question regarding the estimate provided on October 24, 2022.  I never received a response.  When I called the business, I spoke with Shannon, who was going to talk to the owner.  Shannon stated she was going to call me back, which she never did.  I told Shannon that if they could not conduct the repairs in a timely manner, then I would take my business elsewhere.  The "diagnostic" charge of $59 is supposed to go toward repairs.  The company has not responded to my attempts to resolve this situation.  I am still willing to have the repairs done, but can't seem to get anyone from the company to call me back.  

    Regards,
    **** ******

    Business Response

    Date: 12/01/2022

    I’m not sure why you didn’t receive my response to you email when you asked if it “included a battery back up” ? I responded that it does not. When you spoke to Shannon you asked if a manager could call you and when Shannon explained that Kevin is the owner and the one that would have to call you back you told her that if that was the case then you didn’t want to do business with our company. That’s why we have not called you back. As far as the $59 diagnostic fee, it is not part of the repair cost. It is a separate fee for the trip and time that our technician Ryan spent accessing the problem. I will be sending you a check for the $59 fee this afternoon.

     

    Best wishes,
     

    Kevin B******k

    Customer Answer

    Date: 12/04/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. 

    Regards,

    **** ******

Benjamin Franklin Plumbing is NOT a BBB Accredited Business.

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