Benjamin Franklin Plumbing of Augusta

The Technician Austin was very nice, professional and knowledgeable. He did a great job. The only negative thing I could say. Is the price $$ I had to pay for the service. Also, they don’t repair the sheet rock in the wall. I will need to have someone repair it. I did have same day service which was a plus.

Benjamin Franklin Plumbing installed our hot water in 2009. We knew we needed a new one so the phone call was a very easy one. Benjamin Franklin Plumbing did not disappoint. From the first phone call, to the service, to the professionalism, to the installers and even the price --- Outstanding! Highly recommend! Five stars!!

Negligent-predatory. My parents used this company to try to address a long-standing issue with the pipes under the home. Unfortunately, a separate clog allowed representatives of the company to change the focus to old pipes outside of the home. An issue indeed, but not the most pressing concern. $8500 later and with a new sewer line from the exterior of the home to the city tap my parents cannot use their toilets or showers or appliances that require water due to a collapsed pipe from the old cast iron pipes under the home. Desperate to finally have the ENTIRE issue resolved they contacted Benjamin Franklin Plumbing again to come out and assess the problem. After a lot of back and forth concerning what could cause clogs and some condescending explanations of how plumbing works, the company finally provided an estimate for the work needed to correct the original issue - the one my parents called about in the first place. That estimate came back at $16,500. A price point absolutely unreasonable for my parents as they had already taken on the debt of the first project - a project, that no doubt, could have waited (a separate company was able to give a real-world estimate) After being assured by the company that they had time to save up for the work and that the issue wasn't a pressing matter, my parents decided to put the issue behind them and enjoy the holiday, only to have the pipes collapse. Now there is sewage backing up into the home. Had the company addressed the clogging UNDER THE HOUSE first, this would not have happened. (There still would have been a back-up in the exterior pipes, but that back-up would have overflowed at the cleanout, which is outside of the home. Not an ideal situation but certainly much better than the prospect of feces in your shower.) No effort was made to verify the integrity of the pipes upstream from the work they were doing. This is simply unacceptable - in any trade - and constitutes downright negligence - opting to do the more accessible, exterior job and ignoring the serious issue under the house. When given the opportunity to discuss our concerns with the general manager - Theodore Carson - we were met with impatience and arrogance. Carson was insistent that it was not the concern of the company nor was the company obligated to verify the integrity of the system as a whole. When we pressed further to try to have our point of view heard he just prattled on about how a plumbing system is like a car and a mechanic can't know your engine is bad until he fixes the transmission. He didn't seem too familiar with how a motor vehicle works and seemed much less concerned about solving the plumbing issues that my parents had been dealing with, much like the shoddy mechanic he incessantly compared himself too. Of course, the whole exchange devolved into a physical and vocal display of frustration on his part, and he stormed off to his vehicle and sped away. I can speak to the standard of professionalism upheld by the rest of the staff. In fact, I would say that the technicians we spoke with prior to Mr. Carson seemed very civil, calm and understanding, but I can say that Mr. Carson was not professional or composed. He was downright combative and demeaning and seemed to be unable to comprehend that the exterior sewer system is one component of the whole. His exact words were "You had one problem and now this is a second problem." Not a statement you would expect to hear from a master plumber. After it was all said and done my parents are left with a feeling that the company, as represented by Mr. Carson, viewed them as an enemy or a problem customer. Sure, we exist in a free market where an absurdly inflated estimate for an unnecessarily overcomplicated method of repair is tolerated but as a supposed master of his trade I see it as highly unacceptable behavior. If I had to sum the actions displayed by this company in my parents experience it would be Predatory.

I called Benjamin Franklin Plumbing and Trevor came out. He looked at the two toilets and gave me his assessment and then he gave me the costs of the repairs/parts I needed BEFORE beginning the work. He was efficient and nice. Work is guaranteed for 2 years!!! I plan to use them again if needed.

We had AUSTIN come and check out a leaky shower dripping into our crawl space. Austin was professional, friendly and very knowledgeable. He investigated the water leak and solved the problem! We also asked him other plumbing questions which he answered with expert advice! Very pleased with Austins service!!

Jordan was one the nicest professionals I have met in a long time. He explained options to correct the problem with upfront pricing. Excellent work done in a timely fashion.

They arrived promptly. Explained the aspects of their job step by step uo to after they quoted me a price to fix the problem. They were curteous and professional. I agreed to the quote. They quickly assessed the issue further, showed me where the problem was, and again quoted a price to fix. They did a through job.

Austin was absolutely amazing! he is so very polite, and very personable and professional. he’s thorough with his explanations as to what the problem was and the best solution, and he worked hard and fast. if I could give him 10 stars I would.