Benjamin Franklin Plumbing

"Thank you for sharing your experience and we value your business. We are always here 24 hours a day if you are in need of our services in the future. Thank you, Ben Franklin"

"Thank you for being a long time loyal client. We would not be able to remain in business for over 23 years without great clients like yourself. Thanks to you we will always be here for your plumbing needs."

"This is in response to the review that was posted on Angie’s list: We would like to thank you for taking the time to the grade our services and we are happy that all of the most important items graded were given an “A” but we are truly sorry that we failed when it came to demonstrating the value. We strive to provide 100% client satisfaction as that is our #1 priority. We always quote the prices before we do the work which requires the client to authorize the work prior to us starting the job. We have found it very difficult to respond to online reviews when we have not been given the opportunity to compare the company or the work that is being quoted to confirm we comparing apples to apples. We did provide a quote with three different water heater options. Our lifetime warranty water heater option and our 10 year warranty water heater option were both over the $1500.00 that you mentioned in your review. The third option included a water heater with a 6 year warranty on the parts, 6 year warranty on the tank from leaking and an “unmatched 6 year labor warranty”. We included a discounted option for an add-on of the thermal expansion tank, an emergency shut off valve and all necessary permit fees and administration cost to apply for the permit. Also included was priority mailing of the permit to your home and handling the process needed to complete the building department’s inspection along with a one year club membership that included a complete preventative home inspection. When comparing our pricing to others we would ask that you answer the following questions. Did the other company respond or even answer their phone on Saturday as we did? Is the other company licensed and insured? Did they include a 6 year labor warranty to match the manufactures tank and parts warranty? Did your installation include a thermal expansion tank that is recommended by the manufacture when you’re on a closed system? Did they apply for a permit, the inspection pass and was those cost included when making your comparison? Please feel free to contact our office and request to speak with me if you have additional concerns or questions. Thank you, Matt Black General Manager"

"Thank you for the positive review."

"Mr. (member name removed), We are sorry that our service pricing did not meet your expectations. I wish you would have shared your concerns with us directly as we do have a 100% satisfaction guarantee. I was surprised to find a negative review since Mario had completed a follow up call on 5/28/2013 - 4 days after your work was completed. He called to make sure everything was working properly and that you were satisfied with the completed job. Mario had notated in your records that he had spoken with you and that you were 100% satisfied. We cannot resolve any issues if we are not made aware of them. We do charge by the job and not by the hour. We always quote the price upfront and receive written authorization to start the work. Our pricing structure is based on 25 plus years of experience and is an average of what the job should take. When the job takes a substantial amount of time longer than expected we never have anyone ask us to let them pay more because we did not quote enough money (and we do not change our price) but if a job goes a little better than expected then we are accused of overcharging. Your job had 30 minutes travel and 2.25 hours of on-site time. A total of 2.75 hours. You were quote the $59 service call, $477.00 to chip out the drain fitting and provide and install all of the new piping required to relocate the drains. That total was $536.00. You also had received a 2 year warranty on labor and material which is minimum 1 year longer than any other company in our service area. You were given an option to purchase and join our club membership program for $115. That membership entitles you to have a complete home inspection with a manufactures recommended water service that includes draining and flushing your water heater tank, testing the temperature and pressure safety relief valve, test the air pressure on the thermal expansion tank if one exist and tests all the electrical or gas components to make sure the heater is working at its optimal performance. It also entitled you to a 15% discount on that repair plus any other repairs for the next 12 months. You had chosen to sign up for this membership and it took you total investment to $570.60. You paid an additional $34.60 over the repair cost to have the benefits of this membership. We use to charge by the hour and when you have some people that work faster than the others you could have the exact same job done by to different people and the cost would be different. We don't feel that a home owner should be penalized for having the slower plumber sent to their home. I would be more than happy to discuss this matter and resolve your issue to a 100% satisfaction if you would like to contact me. Matt Black General Manager Benjamin Franklin Plumbing"