Benjamin Franklin Plumbing

The first call they came out and replaced a vent that had been no issue ever in the past, but said it was the problem. The smell continued whenever the washing machine ran and it was a more simple fix than a vent. The problem was a new wax ring for the toilet. They charged me almost $300 for a $7 issue. 2nd call was for the washing machine backing up into the toilet & tub. They could not get their equipment all the way through the lines from inside house so they came back a second day with a 3rd person and put a clean out in the line outside and ran snake through that, then without my consent ran a camera through the line and charged me over $100 for that. They charged me a total of $900 to open a line that was never completely cleared. I had to call someone else out and it took them maybe 1 hour, had it completely open and clear and charged $325 for 2 men. I spoke to them and questioned as to why it took 3 men to do a job of 2 and the charge of $500 to tap into the line with a clean out opening. It was seriously a minor job and they said they had to dig up frozen ground but yet I took photos and cannot see what they are talking about. They did agree to reduce my $900 charge to $700 & then threatened to turn me into collections if they did not get their money when I had already spoken to one of their staff to let them know payment was sent. I made several attempts at calling them about the issues but you always get the answering machine and the call is never returned. I called corporate and spoke with the person in charge of complaints and he emailed the owner requesting he call me and it has been over 2 weeks and I have yet to receive that call. I placed another call to corporate today.

I wanted the shut off valves replaced and the installation of new vanity top that I had already purchased. I told the scheduler on the phone what I wanted and made the appointment. When the service man came he said "we don't usually do that type of work"(replacing the vanity top). He did offer to HELP replace the top for an additional fee. I was under the impression that was an available service and that he would do it along with the valves replacement, therefore, we were not prepared to do the job with help. Then he charged me $59 for the service charge. He said the scheduler informed me of the extra charge but I was NOT informed and I noted it on the bill. I was NOT informed that replacing the vanity top was NOT something they did. I was NOT infomed of a trip charge. The tecchnican was NOT sure he had the right size parts. He WAS able to retrofit to current standard. Positive side: the technician was courteours, neat, and professional under the circumstances. He called ahead and asked if he could come early. I would suggest that all information from the scheduler be confirmed by e-mail. And ask for a copy of the "Straight Forward Pricing" so you would have an idea of what the charges might be.

Serviceman was professional overall, but misdiagnosed the problem and we were charged when the problem was not fixed.