-
Update** - Got a call from Mike a service manager. He listened to the situation and was quick to acknowledge that an error was made and that the situation was not properly handled. We reached a resolution that included a refund but more importantly restored my perspective on the company. In the future, I am more inclined to use Benjamin Franklin now that I have had this positive interaction. Service done well makes long lasting customers! Had a gas leak and needed quick repair for my water heater. No issue with the service when the tech showed up or cost. The issue came after signing up for the service agreement which the technician recommended. The issue came from the fact that the service agreement was signed by my tenant and not with me the homeowner. The technician told the tenant (while I was on the phone so I could hear it) that to cancel the agreement you could do it anytime after 30 days. He also stated it would save a % of the up front cost for repair. Seemed like a win win but later came the fine print. Fast forward a few months, my tenant needed to move out and attempted to cancel the agreement. When he reached out, he was told that the only options would be the pay out the remaining cost of the service agreement. This was directly contradictory to what he and I had both been told by the technician. The customer care representative - LaKisha S. also stated that "the tenant should never have been able to sign the agreement since the technicians are trained to only have home owners sign due to the coverage not staying with the property in the event the tenant moves out." The end of the story was that I paid the $200+ "buy out" for the policy and will receive nothing in terms of coverage. This whole situation could have easily been resolved with a compromise when the service representative clearly did not fully understand the customer situation and recommended the policy. The result was extra money and a lost customer (me). Now that I know this is how Benjamin Franklin Plumbing handles customer service issues, I will never recommend them or use them again. Its unfortunate because there were many opportunities for the customer service rep to resolve the issue, especially when they admitted that errors had been made. I hope others will keep in mind the fine print and avoid doing business with this place. To the leadership for the Fort Worth location, I would take a hard look at your training guidance for techs and evaluate how your customer reps resolve issues. This is a very poor experience that could have been avoided.
-
Clayton did an amazing job! He was professional, punctual, and efficient. He quickly diagnosed the issue and fixed it with great attention to detail. Friendly and knowledgeable, he made the whole process stress-free. I highly recommend Clayton for any plumbing needs—excellent service all around!
-
The response time was quick! They were able to send someone out the next day. Myles and his partner did a great job. They were able to quickly identify the issue and provided multiple repair options/quotes. They were able to explain each option throughly and the benefits of each one. I appreciated the transparency.
-
Jose did all things right. Sent a message about the approximate arrival time (within the pre-arranged window of service), arrived on time, explained what he would be servicing, answered all my crazy questions thoroughly, and made recommendations for the things I should look out for. Great service; great company.
