Hawthorne Plumbing, Heating and Cooling

Darren K.

They did the work, but it was almost $300 to sweat in a few inches of 1/2"". The tech tried to pressure me into replacing a little or a lot more for another $300-600. It felt like upsell to me, so I didn't go for it. That was a year ago, and it's still fine.

I was over a barrel because I was out of town and had to do it over the phone. I feel like they took advantage of me, so I will look elsewhere for my next job.

Kathy R.

While pricey, the timely service and very hard working professional, Tyler, made it worthwhile. I awoke to no hot water and by late afternoon a new, top of the line and larger hot water heater was operational. Highly recommended.

Robert M.

The Benjamin Franklin Plumbing representative, Robert, was the best plumber in my entire adult life. Knowledgable, fast, neat, total clean up with very clear instructions on the options to purchase, warranty and after sale service for a water heater.

Highly recommend the Company and their plumber.

Missy J.

Very shady. My 72 year old mother had a leaking water heater. She called different businesses but somehow still got connected to Benjamin Franklin. She was told by the plumber she had to purchase and install a new one. She had that done (very expensive) and then they wanted her to purchase a warranty for the new water heater. She didn't want to, being as they wanted to charge her an additional $2,500 for the warranty. She said no, but the tech persisted. Again she said she would think about it, but continued to be pressured. Basically, the man didn't want to leave without her purchasing the $2,500 warranty. After much pressure, she gave in because she wanted the tech to leave her house. Being as she is on a fixed income, she couldn't really afford it. She has called the company to perhaps reverse the warranty, but they will not give her the money back. My husband and cousin have also called on behalf of my mother, but the company claims they never received any calls regarding this situation, and do nothing to resolve this rip-off.

Terry A.

To there credit they were prompt in calling to apply pressure 2 Me. $79.00 to tell Me how much it'll cost 2 not use them (est) doesn't sound right U kiss your $$$ good-bye 2 not accept the bid???

Amanda L.

Every time we flushed the toilet or used the shower in one of our bathrooms, we'd get this groaning, foghorn sound in the walls. I knew the toilet would explode at any moment so we called these guys. Tom (I think) came out and inspected and discovered that under the house there were two pipes rubbing together and causing the sound and eventually, serious corrosion. He described what he thought we needed and quoted a price. He also talked us through their yearly maintenance program, (a steal at $100/year!). We signed up for the maintenance program and scheduled the work.
Kyle came out and remedied the pipe situation but in the meantime discovered that we needed a valve replaced on said toilet. We were not charged for that unexpected work as Kyle wanted to honor the price originally quoted. Big point in their favor! When Kyle inspected our water heater he advised that it should really be replaced. This wasn't the kind of ""Oh, by the way you also need all these extra things done so that we can get a bazillion extra dollars from you."" - Our water heater was 19 years old. He showed me pictures of all the rust, leakage, corrosion, damage etc. He gave us three different options, multiple reasonable finance plan options, explained the work that was involved, the type of water heaters they use, the maintenance and guarantees that are included completely aside of the yearly maintenance program we signed up for...he was informative to a fault! Honestly, I know more about water heaters now than I ever cared to!
He said it was about a 6 hour job - they got started at 9 and were done at 12:30! We didn't have any scheduling or timing issues. Everyone we dealt with was courteous, professional and informative. We'll have to see how it all wears over time of course but with all their guarantees and maintenance, I'm not too worried. We've had a top-notch experience with this business so far!

Robert F.

Forget about 24/7 emergency service. I called about a broken pipe in my water heater and after 10+ minutes on hold was told they could get someone out sometime tomorrow.

Stephanie W.

We had called to get a QUOTE to have the pipe that connects to your hose outside fixed. This is a rental home and we explained that to the company. We asked them to call us when they were on the way because we didn't know if the renters would be there or not. We never got a call from Cathy that morning and found out from the neighbor (our parents) that the plumber was at the house. We rushed over to the home and when we got there the the work was already done... Without our approval. Keith the plumber was very nice but the bill was double what we expected. This was why we asked for a quote. We called the company and asked to talk to a manager who did change the cost to a better price at what we expected it to be and also gave us some $90 membership thing for free where they come check the pipes and drain the hot water heater once a year. Overall, they made it right but the whole thing was handled incorrectly to begin with. One last thing is that I originally called a different company and I think these people get outsourced because they transferred my call to them. This bothers me too as I prefer to know who I am getting.

Mike H.

In all fairness, my review is only about scheduling the appointment, not the service they provided since they never came out.

I called to schedule an appointment for my daughter's house. I was talking to some call center who refused to make the appointment because they couldn't contact her to approve the appointment. I called Easy Rooter Plumbing and talked to a real person in their office and made the appointment.

Wende S.

I recently had a leaking hot water heater which I noticed at 4:00 PM on a Sunday. I called Benjamin Franklin and received great customer service. They gave me an appointment that evening and Robert the technician arrived at 7:00 PM. As I suspected, my hot water heater was completely shot. Robert did a complete inspection, flush, dropped a camera down in the tank, and showed us all the results. I thought I would be waiting a week or so for a new install. I starting planning my morning shower at a friend's house. Then, Robert told me he could do the work that night! By midnight I had a new water heater and all my stress disappeared. I couldn't have asked for a better experience for something so dreaded. Robert did an excellent job and Kathleen in customer service was great. A plus with this company is no night and weekend call extra charges.