Benjamin Plumbing

I was happy with the repair overall, and the technician was polite and capable. My main concern is how pricing was communicated—or more accurately, not communicated. I contacted them regarding an issue with a sump pump that required a replacement part. After some troubleshooting, the technician quickly diagnosed the issue and said the part would need to be ordered. I was told there would be no charge for that visit. When I was later contacted, I was told the part was expensive—around $350—and that they would call once it arrived to schedule the follow-up visit. During that call, I also asked about the cost of the initial visit and was told there was a 30-minute minimum charge. While that differed from what I believed I had been told, I felt that was reasonable. When the part came in, it was installed in just a few minutes. As the technician was leaving, he mentioned that my card on file would be charged. I later received a call only to verify my card number, at which point I was informed the total was $910.06. This charge included a fee for the first visit—despite being told there would be no charge—and it exceeded the 30-minute minimum. The part itself was $452, not the $350 I had been quoted, leaving $458 in labor for a very brief installation. When I tried to discuss the discrepancy, there was no interest in addressing it. I recognize that I should have requested written estimates, and that is a lesson learned. However, it’s unfortunate because everything else went well. The lack of transparency around invoicing is a serious issue. Had I been given accurate pricing upfront, I may have made a different decision about whether to repair or replace the system. Instead, I was given little information and blindsided by the final bill.