Benjamin Franklin Plumbing

"the refund has been sent"

"the address we serviced was not the one listed above. However, our technician did indeed arrive for the named individual above at [Member information removed] and provide pricing up front. Which was declined. We believe that a misunderstanding occurred as to what the Angie's list deal provided. It seems that our client misunderstood that ALL work would be covered by her deal. We find that occasionally Angie's clients have this misunderstanding, which creates frustration for our clients."

"It is true that we prefer to provide garbage disposals. We strive to be the gold standard in service plumbing. Hence we carry only professional grade units that are not available at the big box discount outlets. Our warranties are outstanding. We will install client provided fixtures and appliances, while our workmanship is warrantied, we cannot warranty those items provided by our clients. Our labor costs reflect the quality of the company and our technicians. Our labor only costs in this instance was more than the deal they bought through Angie's, and that they would pay the difference. I am convinced that when some of the folks signed up for the Angie's List deal, they believed that what they spent would cover all the work that they wanted done. Many, like this customer, was surprised and frustrated when they learned other wise."

"Thank you so much for raising this concern, since the true value of the service provided, saved thousands of dollars to your father. Let me explain, as I did over the phone to you during the initial call. The shower valve has a pressure balancing spool that is responsible for preventing scalding in the event of sudden pressure or volume changes. i.e. someone flushes a toilet during a shower. In this case the shower pressure balance device had failed due to mineral build up. Normally they are a sealed device which requires replacement. This particular device is imported from overseas. When the device cannot be acquired, the entire valve must be replaced resulting in opening the backside of the shower wall. In some cases, like this one, opening the wall was not an option. Going in through the front of the tile wall to replace the valve is also costly. Requiring removal of wall tiles, then to restore the tile surface to match, almost impossible in some cases. As a result of those physical conditions, the best option was to remove the failed pressure balance cartridge, carefully dismantle a sealed cartridge (at the risk of not being able to reassemble), hence leaving your father with no water until a new cartridge could be acquired. The time in the vehicle plotting was the time required to dismantle, carefully descale the balancing pistons, reassemble and reinstall. As you know, the shower works fine and is still working well. The service provided went above and beyond what an average service tech would have offered, and the price was fair. No walls were damaged, nor further work required. We truly appreciate your business and look forward to providing service in the future. Edwin Wright General Manager, Benjamin Franklin Plumbing"