Benjamin Franklin Plumbing

Lisa S.

These guys USED to top notch. Now their work always requires another visit (or more!) to get it right. Which of course means waiting around for four or more sometimes. The recent work includes replacing shutoff valves, sink faucets, and installing a water softener. I am very disappointed. Over $6k in the last 6 months.

Dennis D.

Benjamin Franklin in Phoenix was recommended by a neighbor so I asked them to come troubleshoot my water heater and discuss options. they came out same day and Jacob looked things over and we discussed options and pricing (Standard water heaters vs. tankless). Jacob was experienced, articulate, and answered pro/con questions openly. I decided a replacement water heater was best for us and, impressed with Jacob, asked for a firm quote to do the job. The price came in high, very high. Jacob walked me through all the details and replacement parts they would install (which was good) but I just couldn't justify the price tag compared with others received.

Kevin E.

WARNING! This company is a scam. I purchased a hot water heater along with a extended 9-year warranty including annual flushes in 2017, unbeknownst to me, the a franchise owner left the company. Flash forward to 2022, I call the number on the company website, they have all of my customer and verify I bought a warranty. However Darrel let me know they cannot honor the warranty because it was purchased through the old franchise owner. I pushed back, and they came out to verify it was in fact a Benjamin Franklin plumbing unit. Unfortunatly while at my house, wearing a Benjamin Franklin plumbing shirt Jack told that they still wouldn't honor the remaining years on the warranty. I spoke to David with the parent company who owns the franchise, Authority Brands, who explained that basically that legally they aren't compelled to honor the warranty told me to take it to small claims court. There isn't a better example of horrible customer service. Please don't use this company. They should be ran out of business.

Harve K.

We had our master bathroom remodeled several months ago and the contractor worked with some bathroom fixtures we purchased ourselves. Because the project - especially the shower - turned out so beautiful, we were reluctant to use the shower. Then we had some work done on our outside irrigation which somehow caused a major problem with our pressure regulators. Because there had been so much time from when the project was completed to when the irrigation was worked on, we decided to us a ""professional"" plumbing company and that is why I chose to call Benjamin Franklin. We had used them before on various jobs and I felt they had been reliable, honest and professional.

Because our problem had multiple possible origins, it actually took Ben Franklin four visits to our home to diagnose and to repair it. I applaud the plumbers and their managers for their efforts and their courtesy in responding to our calls.

Melissa N.

Needed yearly maintenance on our water heater and needed some water filters changed, scheduled an appointment (took at least a week, or more, to get this accomplished because had to leave a message than someone had to call me back multiple times), the day of the appointment I decided to call in the morning just to double check and make sure we were scheduled because no one called the day before to confirm, and come to find out they were NOT coming because there was an emergency at another appointment and had to cancel. Ok, fine, emergencies happen. Rescheduled for 2 weeks later. It is now 2 weeks later and again, no call the day before to confirm the appointment, so I called just to make sure we were really scheduled, just to find out they were NOT coming out again because the tech called out. For a company that prides themselves on ""punctuality"", this is not acceptable!! Definitely NOT going to be scheduling for a third attempt!! I'll find an independent plumber instead!!

Michael Max M.

TL/DR: the pricing is ridiculous, use a local plumber with hourly rates. The going rate is about $250 to replace this part. I was desperate and needed showers. DO NOT USE THIS COMPANY.

I can't steer you away from this enough. I called them simply because their number was one the water heater, we have a newer build (3years old). Our water heater stopped working and my troubleshooting didn't work, so I called on Monday night for a Wednesday appointment. I was given a six hour window.

The tech showed up at the beginning of the window, and determined it was the Gas valve. Should be covered under warranty, he left to go get the part. Came back about 45 min later, and told me it would be $595. He could not explain why it cost that much. I figured maybe the part wasn't covered... it was. His flat cost to replace was $595... he could offer no explanation.

I called and spoke to Rochelle, she was the only good part of this experience, because she knew how to de escalate, and show empathy. She explained that it's a flat rate, no invoice offered, no hourly rate... 20 min later the tech was done. Oh! And he didn't complete his work and had to come back 3 hrs later to fix his mistake.

$595 dollars. I had been without hot water for 2days, and my family needed it. This is ridiculous. A joke.

TL/DR: the pricing is ridiculous, use a local plumber with hourly rates. The going rate is about $250 to replace this part. FML

R A.

We needed emergency service for our water heater. Great! Here is a company open 24/7! We have no hot water and here we thought might be our solution. Nope. Soonest available is a week out. What's the point of being open 24/7 for emergency service? Next please

Todd F.

I am reviewing Don. He was an excellent consultant on what was done wrong on my tankless and softener. Gave options. What he would do etc. He had to correct a job done by Beicito plumbing that caused major water damage in our master closet. He got everything done professionally. Looks completely different. Runs beautifully. He explained the maintenance required on my part going forward. Knew a lot about water ! Was courteous and respectful. I will be calling on Don going forward for my plumbing needs.

Sheila J.

Called at 4:30pm with emergency (no working toilets) and assured someone would be out between 5:00pm and midnight. . . at 7:30pm I get a call back from the office that they are so sorry but the plumber won't be coming. The same job he was on when we called the office at 4:30pm has now, 3 hours later, turned into something where he won't be coming at all and he did not bother to check in or communicate with the office in that entire 3 hour window. When you are on call 24/7 for emergency plumbing you would think this wouldn't happen. Highly disappointed and will be telling all my new neighbors and anyone else in this area of my experience.

Thomas C.

I bought a water heater from these guys in May 2017 for $3896, which included a 50 gallon hybrid unit with 12 year parts/labor warranty and 12 heater flushes. The franchise I purchased this time went out of business and no other Ben Franklin franchise will honor this agreement. Now I am out at least $1,000 and will have to pay (another company) for future service. Customers should be aware that individual Ben Franklin franchises are not standing behind the company's name and commitments. Think twice about extended service agreements.