ComplaintsforBenjamin Franklin Plumbing

• Initial Complaint

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The company was contracted to do plumbing repairs at our home for a broke shower faucet and a hot water tank. The technician arrived and replaced the hot water tank but left a bunch of water in the basement that my wife and I had to use a shop vac to clean up, the tech said he needed a part for the shower and would come back in a week or two. We made an appointment for a Friday and it was confirmed, but no one showed up. We contacted the office and a person called back and stated they don't know why the appointment was made they were busy and shouldn't have made it. The company policy had an on time guarantee that stated if they are not on time they will pay you for every 5 minutes they are late up to 300 dollars. My wife and I asked about the guarantee since no one even showed up and got no response about the guarantee from the local or corporate office. When the technician did return, the shower was fixed wrong and a third technician had to come out to fix it. In addition to the on time guarantee, the company had another guarantee that the customer would be 100 percent satisficed or you don't pay, this was to include repairs not done right the first time and to include technicians not cleaning up after work is done both things that happened in addition to the no show. A majority of the cost was covered by a warranty we have on the home but part of the cost does come out of a repair fund me and my wife put into for repairs.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  6/17 called company to have plumbing tech come out & refix prior plumbing leak in upstairs bathroom they repaired. Leak caused staining on living room ceiling tiles below. 6/21 tech came out & fixed prior leak they had repaired. 6/23 called company & asked to speak with office manager regarding company policy concerning taking care of the staining issue on the living room ceiling tiles that was caused by the recurring leak that company had previously fixed. Instead of returning call, had plumbing tech return call & handle situation. Was informed by tech, they would come out apply kilz to each of the tiles and then paint ceiling. 6/28 tech came out to house and only applied the kilz to the affected tiles. When questioned about painting the ceiling as was mentioned, he denied stating that & that we were free to paint the ceiling ourselves. 7/7 called company back, due to July 4th holiday & requested to speak with office manager again regarding company policy about this issue. To date (8/22), the office manager, named Michael has never returned a phone call. Had he returned the 1st call in June, as he should have done, any mis-communication or misunderstanding could have been avoided. When a customer calls & requests to speak to the office manager about a company policy, the manager should be the one to return the call. Since what was understood after the kilz would be applied, was the ceiling would be painted, that is what is expected to be completed.

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