Rebecca L.
I'm very disappointed with Benjamin…
I'm very disappointed with Benjamin Franklin Plumbing the "punctual" plumber!!!! Usually they arrive in a very fashionable manner or let you know to expect a delay, if any! I scheduled my water heater descaling and checkup on a toilet they installed that wouldn't shut off when flushed, back on October 14th for today (Wed) November 2nd during the 9am to noon window.( Which gave them plenty of time to have all of their equipment ready for the appointment). After twelve I called to find out why they hadn't arrived. The service rep said the tech was waiting for a lady to get the pump to them & that they would send someone out then to check the toilet while we waited. @1:30 I called again to see where the techs were. Karen said he was on the way now. They never arrived until 2:38p.m. And when I asked what about their moto for always being "punctual" Karen just apologized & said because my water heater & toilet were under warranty and it was a no charge to me, they would not live up to their moto which clearly states "If there's any delay, it's you we pay!" No where does it state anything about them not being liable to their advertised promise to the customer!! It's like saying we'll make an appointment, break the appointment, not let you know what's going on& oh, so sorry but your times not valuable as the customer, we'll just show up when we feel like it & not live up to our promise to you!!!! That's false advertising! And just like it says on their website "if there's any delay it's you we pay because you've got better things to do then sit around and wait! Which is all I did today! Not happy & given Karen's response I don't feel they want to live up to their customer guarantee/promise! I did leave a voicemail message with Chris... The manager, who I am still waiting to hear back from. The techs were also going to relay this message but could do nothing to substantiate their motto/ customer promise! It shouldn't matter if items are under warranty or not. Their motto is what they should be held to, to build customer trust/ loyalty. A customers time is valuable too & should not be spent sitting around waiting on "The Punctual Plumber" who was 2 and a half hours late!! ****UPDATE: As of 11/16/2022 I have left two voice mail calls with manager Chris and never got a response! Also they never once reached out here when tagged for this review to rectify the problem. Hence, tells you alot about how this company truly cares about their customers, doesn't it??****