Benjamin Franklin/Al's Master Plumbing was contracted to repair my water heater that they installed one year earlier. I was promised a service window of Noon to 4 pm. I took a half day off of work to ensure I would be home for the repair person.
On the day of service, I called to see if they had a more narrow window and was informed that the window was Noon - 5. No problem. I was told the technician was close to my home and that I'd be next on the list. When the technician had not arrived by 5 pm, I called to see what the problem was. I was informed that he was stuck in traffic and would be to my place by 6 pm. Benjamin Franklin advertises that "If There's A Delay, It's You We Pay" and guarantee they will pay $5 for every minute they are late up to $300. I inquired about this guarantee and was told I'd be taken care of. At 5:15 Al Foschiatti (the owner) called to tell me he would be to my house by 6:20 pm. At 7 pm when he still had not arrived, I called to ask when he'd be to my house. He advised me "soon". I again reiterated that he owes me $300 for his tardiness.
Al finally arrived at my house at 9 pm! He was in and out in 20 minutes, said we'd have hot water in a half hour. We get up the next morning and NO hot water. I call immediately and insist that a repair person come and fix the problem AND pay me the $300 owed for the delay. I was told it had to be approved by a supervisor. Later that day I get a call from Al and I tell him he owes me $300. He hems and haws and I tell him that I'm reporting him to the BBB. Finally he agrees. Then he calls me back 15 minutes later to ask if I'd take a credit for future services. I agree. More than a week goes by and no certificate for $300 in credit. I contact Al directly and tell him that I will not accept the credit as I'll never do business with him again. I file a complaint with the BBB and wait to hear from the company.
A week after filing the complaint, I get a statement in the mail from Benjamin Franklin showing a $300 credit and an apology letter. I call Lizeth Valle immediately to tell her that this credit is unacceptable as I will NEVER do business with their firm again and to issue me a check immediately. Another week has gone by with NO reply from the company. I left another message this morning indicating I want the money, not a credit for future services. BBB complaint still pending.
0 comments