Benjamin Franklin Plumbing

"Thank you for your review! I'm glad that we could get this issue resolved for you. We appreciate your business and your feedback."

"Thank you for your comments on your latest experience with our company. I'm glad that we were able to provide you quality service and meet your expectations. Please let us know if you have any other questions. Thank you for your business!"

"Thank you for sharing your experience with this review. I am sorry that we were not able to meet your expectations for premier customer service. I wanted to take a few moments to address some of your concerns. Our pricing is founded on a flat rate pricing guide. All of our plumbers use this to show the homeowner exactly how much a job will cost before we ever begin any work. This allows the customer to decide if any particular option is something with which they want to move forward. Our garbage disposal prices include the labor to install them. I’m sorry if this was not clearly expressed or understood. Any price that our plumber quoted you would have included the disposal as well as the installation. All of our work and material is also guaranteed for one full year. This means that if something goes wrong with a product we installed or work we did, we will come back to your home to fix it for free. This is something we do to show that we stand behind our work for each customer. It is likely that you were able to find a garbage disposal at a hardware store for less than our price because it would not have included labor or warranty on the work. In regards to the character of our plumbing technician, if there is something specific that you felt was dishonest about him or our process, we would welcome more dialogue on this issue. We work very hard to train our staff to give premier customer service. Thank you again for your review. I’m sorry that you were dissatisfied with our service, and we would welcome more conversation about this job if you desire."

"Thank you for posting your review. We appreciate you letting us know your experience. I’m sorry that you felt that our service was not professional and I would like to address some of the issues that you conveyed. First, let me thank you for recognizing our plumbing technician. We work very hard to train and challenge our staff and are proud of the individuals who work for our team. We desire to care for our customers in our service. We do indeed offer maintenance contracts to our customers because they provide a lot of value (including discounts, repair coverage, 24/7 service, etc.) We simply intend to provide options to homeowners for ways to save money at the time of service and in the future should any more plumbing issues need to be addressed. Our pricing structure is based on a pre-defined flat rate guide. Each price is given upfront without any hidden fees or additional cost so that a homeowner can know exactly how much the bill will be. I trust that this was done in your case, but if it was not please let me know. If an option or a price is not the direction that a homeowner wants to go, there is no need to move forward with the repair. It is always your right to refuse service. Each job is assessed at the time of service so that our plumber and the homeowner can both be on the same page and know exactly what it will take to get the job done. This is in effort to prevent any type of confusion about what is included or what is required. All of our work also comes with a 1 year warranty. This simply means that if something fails that we did or installed, we will come back to your home and fix it for free. This is done as a symbol of how we stand behind our work and the quality of the parts we use. If something that we did failed within two days of service, we would certainly be happy to come and examine the situation. This is our guarantee and we stand behind it. In regards to the parts on the rug, our plumbers make every effort to leave the workspace as clean if not cleaner than when they found it. If our plumber left something behind, I apologize as that is not our general practice. I regret that you were dissatisfied with our service. We would welcome more dialogue on this call if you choose. Thank you for your business."

"Thank you for your review and for your business. We appreciate it!"

"Thank you very much for your review and compliments. I'm glad that we could provide service to meet your expectations. Thank you for allowing us to serve you and please let us know if we can help in the future."

"Thank you for your review and for your business! We appreciate it."

"Thank you for your feedback regarding your call on November 8, 2013. We appreciate the reviews of our customers as they help us understand how we are performing and what we can do better. I understand that you are frustrated about the pricing from the call after purchasing a Big Deal for $200 of plumbing service for $99. It is our goal that we are straightforward and upfront with all of our customers and our technicians strive to maintain this reputation. In doing so, our plumbers are trained to present the price of the service call fee and any repairs prior to even beginning the job. Do you feel that you were not presented with this price before the technician began the work? If this is the case, please let us know and we will address it immediately. Again thank you for your review. Please let us know if you have any other concerns that you would like addressed. Thank you."

"Thank you for your review! We appreciate hearing your feedback!"

"Thank you for your recent business with us and for sharing your experience. We appreciate hearing your feedback. I understand that you expressed some frustration regarding the Big Deal that you purchased. I reviewed the notes and spoke directly with the plumber who was on site and wanted to provide you with a response. The Angie’s List Deal that you purchased was for a frost free faucet replacement for $100 (does not include wall access). After the plumber investigated the leaking faucet, he determined that it would take opening the wall from both sides to make the appropriate replacement. The alternative was to fix the leaking faucet with a standard replacement, which you opted to do. Replacing a faucet is normally $147, but I understand that the plumber was able to honor the original price of the deal and perform the replacement for $100. I regret that we could not complete the frost free faucet replacement for the $100 price, but I’m sure that the standard faucet will perform well for you. If you have any more questions or concerns, we would welcome more dialogue on this topic. NOTE: The price reflected in this review includes additional work that was done outside of the Angie’s List Big Deal."

"I'm happy that we could be of service to you. Our commitment is to provide each customer with straight-forward, upfront pricing so that there is NEVER surprises. Thank you for your business, we do appreciate it!"

"Thank you very much for your review and feedback. We appreciate hearing from each of our customers. Thank you for your compliments regarding our services. I just wanted to assure you that any work we have performed for you comes with a full year warranty. Please let us know if you have any other questions or concerns and thank you again!"

"Thank you for your recent review and feedback. We value the story of every customer as a way to help us improve our business. Thank you also for your compliments. We strive to provide premier service to our customers and make them feel comfortable with every service. I regret to hear of your dissatisfaction with your recent service and I wanted to address some of the concerns you mentioned. Indeed our pricing is done by the job and not by the hour. We have what we call "straight-forward, upfront pricing" so that any customer can see the exact price of any repair BEFORE proceeding with the work. We want to ensure that there are no surprises at the end of a call or hidden fees. Installing a customer supplied garbage disposal can be a difficult or easy process. As plumbers, we are never quite sure what all a job will entail until we are in the midst of it. As such, we try to keep our pricing inline with the job and the professional service rendered. All of the work that we do is warrantied for 1 year to provide you with peace of mind. Installing faucets is a process that can have similar difficulties. The reason that we highly recommend replacing old shut off valves is similar to the reason mechanics recommend replacing a clutch if you ever replace a transmission. The idea is that while we are involved in the process, it is prudent to update the "whole system" for a better overall product than wish you had done so later. New shutoff valves provide a more complete and superior service when replacing faucets and can help alleviate any future problems down the road. We do thank you for sharing your experience and viewpoint. We would welcome more discussion regarding this issue and/or any questions or service needed in the future. Thank you!"

"Thank you so much for your review! I'm glad that our plumbing expert was able to help walk you through the call. Thank you very much for your business!"

"You are very welcome! We are happy to be of service. Thank you for your review and for allowing us to serve you. Enjoy your new plumbing!"

"Thank you so much for your review. Again, we apologize for the poor scheduling, but I'm glad we were able to make up for it. Thank you for your business and for allowing us to serve you!"

"Thank you for your feedback and I’m sorry for any confusion that was experienced. In this situation, we were able to speak to the client on several occasions. The first was after the Big Deal had been purchased during the scheduling process. We explained that we charge a service call fee, (Our service call fee allows are professional plumber to come to the home and investigate the problem in question. After evaluation, we present a straightforward, upfront price of the exact price of the repair.), but that the $199 credit could be used as payment towards anything on the final bill. The client scheduled service but called back later to clarify. Again, we explained that the big deal that was purchased could be used towards the service call fee. The client decided against scheduling an appointment. Later, the client called again to proceed with scheduling. We ran the call as we normally do and discovered a leak in the copper piping. We presented the exact price of repair before proceeding with any work and the client signed off on the repair allowing us to fix the pipe. I apologize for the communication error that occurred when our plumber referred to our service call fee. The message had not been clearly passed along and we are sorry that we had to clarify this subject again when on site. After confirming, the plumber waived the service call fee and completed the call. Benjamin Franklin Plumbing charges a service call fee on every repair call. This fee allows our highly trained, professional plumber to arrive at the home in a fully stocked truck and examine the situation for the cause and solution of any problems. After diagnosis, the plumber then presents an exact price of options to resolve the situation. We were not trying to be deceptive in assessing this since it is our normal practice. It is true, that it was not originally noted in our earlier versions of this “big deal,” since it is discussed on every phone scheduling call and is agreed upon by the customer before we schedule. We have since changed the wording of the deal to for clarity purposes. The “big deal” in reference here was able to be used towards any charges incurred during the appointment including the service call fee. We believe that the service call fee (diagnosing the situation and presenting solutions) is part of the service, and being so, it is acceptably considered “plumbing service” as described by the “big deal.” We regret that this was a frustration for the customer, but we tried to explain these details during our phone conversations prior to running the call. Again, we regret the confusion and frustration caused by this call, but tried to explain our situation clearly. We would welcome more discussion if desired."

"Thank you so much for your detailed feedback! We are very grateful for your compliments and will make sure that Brian sees them. As you mentioned, Brian is a great plumber. I'm glad that he was able to take care of the problems you were experiencing and we hope that the moving process goes well for you. Thank you very much for your business. We are proud to serve our customers."

"Thank you for your feedback. Our service call fee is much more than just a "travel fee." It allows our plumber to arrive on time at your home in a fully stocked truck. It also includes the initial evaluation of the problem which enables us to present an exact price of repair before any work is performed. We appreciate your comments and your business. Thank you."

"There are times when a business must admit that they have dropped the ball and this is one of those times. We are sincerely sorry for not getting back to the client regarding her estimate. The client called us 4/9/13 with a clogged pipeline. Several of our plumbers went to her service that day and diagnosed the situation. We determined that using our sewer jetter was the best course of action and proceeded to clear the line with a high pressured stream of water. After this process, we confirmed that the line was clear using one of our drain cameras resulting in a final bill of $675.00. In using the camera, we determined that there was a belly in the pipeline, meaning that the clog would most likely happen again. We then made the suggestion that she should have the pipeline fixed to prevent future problems, but no further work was done at that time. The client called back into our office a few days later requesting an official estimate to have the sewer line corrected. I’m afraid here is where we lost track of the process. Our estimator was out of the office that week, and somehow the message was not relayed to him upon his return. It is to our shame that we were not better able to accommodate this client’s request and we make no excuse for our lack of care. In regards to the mess in the bathroom, we make it a high priority to leave the customer’s home in as good a condition as we found it if not better. Our plumbers are disciplined to clean their work areas after any job and if we failed to do so in this situation it would be completely out of character. We wish the client would have pointed it out to us sooner than 3 months after the call so we could have addressed it at the time. Again, we apologize for not following up on the estimate. We fixed the problem at hand when we were called to service, but we did not complete our service the way we normally practice. Thank you for your feedback on this issue."

"Thank you for your review! We are proud to have a truck stocked with thousands of parts that allows us to handle most repairs immediately. I'm glad that our plumber was able to fix the leak and don't forget that it comes with a 2 year warranty! Thank you very much for your business and providing us this feedback!"

"Thank you very much for your review! We are glad that we could meet your needs. Thank you for your business and please let us know if you need anything."

"Thank you very much for your compliments. We appreciate hearing from our customers! Thank you for your business."

"Thank you for your review and for your compliments. We do strive to provide each one of our customers with a premier service experience. Please remember that the parts we installed have a 2 year warranty with them, assuring you that we will be there to take care of any future problems. We look forward to serving you in the future for any of your needs."