Rating – All Stars

I live in an old house in Palo Alto. It has been more than 16 years since the last remodel was done. Everything is due for broken-down.
This time, the dish washer broke down, and water leaked underneath the floor. That means I have to replace the vinyl and the sub-floor. This is no ordinary job – I have to remove the dish washer, remove the vinyl, leave the sub-floor underneath to dry up, then install the vinyl, then install the dish washer.
I used Benjamin Franklin for a previous job. I love their service and called them back. All these years, I never called back the same plumber twice, because I never found one which I think is professional and knowledgeable. But I kept looking.
They came and disconnect the dishwasher. The plumber was professional and completed the job efficiently and fast. However, when I used the water faucet later that night, water jetted out from an outlet under the sink. I called them at 10:00pm. They were fully booked the next day. But they did accommodate my request and sent a technician very early in the morning, as they treated this as an emergency since the problem occurred after their work.
The technician arrived around 8:00 am. Within 5 minutes, he diagnosed the problem and informed me the issue: my existing installation was an old, quick and dirty, not-up-to-code installation, and could not work independently of the dish-washer. It is a rare scenario and seldom happen nowadays ( yes, the installation was done 20 years ago ) and that was the reason why the first technician overlooked this. To solve the problem, he needed to replace the installation and make it up-to-code – that means the job was more than just dis-connecting the dishwasher, it was to upgrade the existing installation. But because they overlooked it in the first place, they were going to do the upgrade free. All in all, the technician finished the job in 15 minutes. And everything worked.
I am so impressed with the service from the company that I asked the name of the technician – he is Kevin Bueno – and thanked him for his excellent service. I have used different plumbing companies all these 16 years in hope of finding one that is knowledgeable and professional. Now I found one, and it is a company of great integrity who stand behind its service.
I was so impressed with the service that I checked to see whether they clean drains or not. I always used another company which has close ties with the city. Now I am going to switch to this company. Besides, I plan to remodel my house in the next year or so. I definitely will have them to do all the plumbing for me, including installing the tankless water heater.
Their price is competitive amongst licensed plumbers, and may be a little bit pricier when compared with non-plumber doing plumbing jobs. But I tried it before. For non-plumbers doing plumber job – they look 3 hours to do 10 minutes work, at the end of the day, you may be able to save 10%, but it is really not worth it for the time spent, and the quality of the work that you get. Highly recommend.

Our home had a kitchen drainage problem. Our kitchen drainage line was clogged. I called in to setup an appointment. The customer rep was very prompt on answering the call. Asked me if the issue is urgent or not. Helped me setup appointment. I was asked to give 4 hours window for the tech to come and look at our issue and give us the quote to fix.

Received a call from “Benjamin Franklin’s” office during the window saying that the tech will be arriving shortly just before the end of the 4 hour time window. The tech was running late due to his previous job and was was late by 50 minutes from the committed time. The tech gave me estimate prior to starting the work. He said that the normal charge for this work is $XXX but you will not be paying any money for this work as I came late to your location to work on the problem. In fact, “Benjamin Franklin’s” will pay you $XX because I came late by 50 minutes. I was shocked as I did not knew about their promises of prompt service.

I checked later on their website and found out that they pay $5 per minute (upto $300) for being late. The guy who came at my home was very professional and fixed the issue. Gave us receipt of the work. I would recommend anyone for their services as I have not seen anyone providing this kind of service.

I wish cable companies such as Comcast and ATT can learn how to provide services and keep promises to their customer .

I salute the team !

Danny from Redwood City came out to repair a water leak today. He came on time and did wear foot protection and place pads ever where. the water leak was repaired quickly and as I’m a contractor I can tell you it was done correctly ! Highly recommended!
THANKS

Today I had an appointment set between 2:00 PM – 5:00 PM. Rushed home from work to wait ….. waited. 4:00 PM some one from the office called and said the person assign to my job is not able to come . She can assign me with another technician to come but not till 5:30 PM. I have no choice and just have to Wait some more ….. waited….. waited 6:00 PM no body show up. called the office Megan answered the phone , said he is on the way. It\’s 6:50 PM still no one come yet. Very very frustrated. What kind of on time customer service that you are providing. At least give me a courtesy call saying you are on the way or not on the way. I called again and another man said some one is going to check for me and call me back. My patience is totally running out. I have been waiting at hone since 2:00 PM. It\’s almost 7:00 PM . Still no phone call and no one show up yet. 6:58 PM I just now got a phone call and he said he is on the way. Let\’s see what time he actually going to show up. He finally arrived at 7:40 PM.

We had a plumbing disaster the evening before Easter (14 guests were to arrive mid morning the next day). I called the local Benjamin Franklin plumbing place and they sent a guy out within hours. John M (don’t know his last name) showed up (on time) and worked from 6 pm to 11 pm and cleared the root blockage from our sewer pipe, allowing us to have our Easter dinner as planned. John pointed out that the old pipe was in very bad shape and needed replacing, but this fix would get us through for a few days, and he was right.  John was extremely knowledgeable, respectful, friendly and is a VERY hard worker. It’s a big deal letting someone you don’t know into your home, and John is the example of what all home servicemen should be like. Today John finished replacing our whole sewer line and he did it in one day!