They price gauge their customers!
On Monday, 12/14/09 we realized we had no hot water. I called Benjamin Franklin to come out and look at it. When the tech FINALLY got there he just looked at the water heater and said its out of warranty and that it was the gas assembly that was bad. That it would be $523 to replace and repair but that I would be better off just purchasing a new one for a little under $1500. I told him we would just repair it. He left to go get the part that he said needed to be replaced and I called the manufacture of my hot water heater. My gut said he was WRONG. Always go with your gut.
My manufacture said I still had till May for my warranty and NOT to let him replace the gas assembly because that was NOT what was wrong with it. So when the tech got back I had him call the manufacture and they had him look at something else (that actually required him to unscrew a few screws). Sure enough it was the Thermal Release safety Device. I had to take my daugther to the doctor so I had to leave him there and take her but he called me and said that they said only a certified plumber that had taken a class to replace this piece could replace it. That he was going to charge me $118 plus the $39 min. Fee if HE did not replace it. If he replaced it he would charge $179 (PLUS ANOTHER $179 to replace the anode rod that also needed to be replaced). The part would not be to me until Wed (today).
Long story short, I slept on it Monday night and felt it best that even if I had to fork out the $157 to Benjamin Franklin that I did not feel right about having them replace it when they werent certified to do so. At that point I had enough and was furious that he even tried to BULLY ME!!! Just because I am a woman with tons to do does not mean that you can take advantage of me and TRY to get away with it.
He (the tech from Benjamin Franklin) actually called me Tuesday morning first thing at 8 am to ask for my credit card info. I hung up on him and called the actual office of Benjamin Franklin to voice my concern.
They said that they would only charge me the $39 min. Fee. Fine whatever, but their tech needs to reprimanded for trying to intimidate customers.
So I called the certified plumber referred to me by the manufacture and he came out today. I told him what the tech said as far as the gas assembly and you know what he said?!?!?!? He said that part only cost $60 and takes 5 mins to replace. Benjamin Franklin is charging people $523 for that!!! Not only that, the anode rod that I had to also replace cost $40 and the new plumber only charged me $25 to replace that. Benjamin Franklin was going to charge me $179 to replace that.
The piece that was broken was shipped to me for free due to it being under warranty and Benjamin Franklin was going to charge me $179 to replace it and the new plumber only charged me $70 to replace it!!! Had I not taken the time to call the manufacture Benjamin Franklin would have replaced a part that did not need replacing - charged me $523 and then turn around and charge me to replace that part that actually did need replacing (b/c of course that wouldnt have been the problem and he wouldnt admit that he was wrong and I would have to pay for it even if it wasnt broken).
So quick break down: Benjamin Franklin - $523 for something that did not need replacing Plus $179 for the anode rod plus $179 for the part that did need replacing... $881 new plumber... $155 I have reported them to the BBB and complained to the main Benjamin Franklin Corporate office. I dont feel they should be allowed to take advantage of people!!!
Never trust anyone unless you know them and sometimes thats even an issue. Always check for yourself and go with your gut. People can be dishonest.
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