Diamond Certified Company Report

Benjamin Franklin Plumbing

Diamond Certified Company Report

Benjamin Franklin Plumbing

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 299 VERIFIED CUSTOMERS i

Dan P.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

1 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very dependable, friendly, and reliable.

They did what they said they were going to do.

Arlene J.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

2 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were nice and courteous.

They only had to come out once and they were quick.

Susan V.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

3 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have come out two or three times. They are outstanding people. They are competent, efficient, and very informative. They are also very thorough and clean. They did superb work.

They are very particular about getting there on time and they call ahead and give you the service technician's name. They also follow up after the job is done, outstanding customer service.

Read All 299 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Daniel Gagne, Owner

Benjamin Franklin Plumbing provides 24/7 plumbing services and repairs for residential clients throughout the Greater Bay Area. In addition to fixing drains, sinks, toilets, disposals and other household plumbing appliances, the company cleans sewers, maintains water heaters (including tankless and solar), repipes water delivery lines and more.

Owner Daniel Gagne is a second-generation plumbing professional who began his career when he was 18 years old. He started his own business in 1995 with his brother, Patrick. After working on new construction and remodeling projects for five years, the brothers joined the Benjamin Franklin Plumbing franchise in 2001. The brand name has since expanded to become part of a nationwide franchise organization owned by Clockwork Home Services Inc., but Mr. Gagne still independently operates his company.

Benjamin Franklin Plumbing offers a punctuality promise that refunds clients $5 for every minute its technicians arrive past scheduled start times (up to $300). “Being on time is very important for us,” says Mr. Gagne. “It’s reflected in our motto: ‘If there’s any delay, it’s you we pay!’” The company’s plumbing professionals undergo extensive in-house training to keep updated on installation and repair techniques, and they’re all required to pass rigorous background checks and drug tests.

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Benjamin Franklin Plumbing

COMPANY CONTACT
Service AREA

The Greater Bay Area

SERVICES PERFORMED

Plumbing Service & Repair
Drain Cleaning
Repiping
Sewer Cleaning & Replacement
Solar & Tankless Water Heaters

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Benjamin Franklin Plumbing

Company Profile

Benjamin Franklin Plumbing provides 24/7 plumbing services and repairs for residential clients throughout the Greater Bay Area. In addition to fixing drains, sinks, toilets, disposals and other household plumbing appliances, the company cleans sewers, maintains water heaters (including tankless and solar), repipes water delivery lines and more.

Owner Daniel Gagne is a second-generation plumbing professional who began his career when he was 18 years old. He started his own business in 1995 with his brother, Patrick. After working on new construction and remodeling projects for five years, the brothers joined the Benjamin Franklin Plumbing franchise in 2001. The brand name has since expanded to become part of a nationwide franchise organization owned by Clockwork Home Services Inc., but Mr. Gagne still independently operates his company.

Benjamin Franklin Plumbing offers a punctuality promise that refunds clients $5 for every minute its technicians arrive past scheduled start times (up to $300). “Being on time is very important for us,” says Mr. Gagne. “It’s reflected in our motto: ‘If there’s any delay, it’s you we pay!’” The company’s plumbing professionals undergo extensive in-house training to keep updated on installation and repair techniques, and they’re all required to pass rigorous background checks and drug tests.

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Company Philosophy

“Our punctuality promise assures we’ll show up to every job on schedule, and we back our work with a 100 percent money-back guarantee to make sure it’s done correctly the first time. We want our customers to be completely happy with our services, and if they’re not, they don’t pay—it’s that simple."

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for plumbing companies that have earned the prestigious Diamond Certified award. For Benjamin Franklin Plumbing, the key to achieving and maintaining high levels of customer satisfaction is simple: take a detail-oriented approach to the plumbing process in order to cater to the specific needs of its clientele. “We focus on customer service in every aspect of our work,” says owner Daniel Gagne. “Whether it’s making ourselves available 24/7 or carrying more than 15,000 parts in our service vehicles, we’re always prepared to quickly and accurately fix our customers’ plumbing problems.”

Benjamin Franklin Plumbing has been providing 24/7 plumbing services and repairs for residential clients throughout the Greater Bay Area since 2001. The company fixes everything from drains and sinks to toilets and disposals, and it also has the training and equipment to clean sewers, maintain water heaters (including tankless and solar models), repipe delivery lines, and more.

Unlike less experienced plumbing companies that underestimate the importance of providing punctual service, Benjamin Franklin Plumbing guarantees its plumbers will arrive within the given appointment windows and backs up that promise by giving customers $5 for every minute its representatives are late (up to $300)—a practice that’s reflected in its motto: “If there’s any delay, it’s you we pay.” “We do our best to always be on time, but if our plumbers are late because of unforeseen circumstances like traffic or previous jobs, we don’t want our customers to be affected,” says Mr. Gagne. “The on-time guarantee is our way of building our customers’ confidence and making sure they understand that we value their time.”

Another distinguishing attribute of Benjamin Franklin Plumbing is its highly experienced employees, all of whom have been thoroughly trained in industry-best customer service and plumbing procedures. “Having such high-quality technicians enables us to provide better results,” says Mr. Gagne. “Also, to provide our customers with even more protection, we offer a 100 percent money-back guarantee on all our parts and labor, plus a two-year warranty on any plumbing repair.”

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Industry Info

Take simple steps to conserve water in your home without sacrificing convenience.

With drought conditions continuing over the last several years in the Bay Area, many homeowners have become used to hearing about water conservation. And while turning off the tap while you brush your teeth, running dishwashers and washing machines only when you have a full load, and watering your yard during early morning hours may help lower your water usage, there are tools and systems that can help make your home even more water efficient.

According to Daniel Gagne, owner of Benjamin Franklin Plumbing, one important thing to do is look into tankless water heaters or water heaters with recirculating systems. “These water heaters can save thousands of gallons of water each year,” he says. “Instead of standing near your shower and waiting several minutes for the hot water to kick in, if you have a tankless water heater or recirculating water heater, you’ll only have to wait a few seconds, which can save dozens of gallons of wasted water each day.”

The same is true with aerators and low-flow heads for sinks and showers. Most homeowners balk at the idea of low-flow fixtures, but the products have become more advanced in recent years. In fact, many new aerators and low-flow fixtures are indistinguishable from regular fixtures. That’s because newer models mix air with water and force it out at a higher rate so the water flow seems the same as before.

Low-flow toilet tanks and low-flush toilets are also improving. Early models were shunned for not being powerful enough, but like with other low-flow fixtures, recent advancements have made low-water toilets twice as efficient as standard toilets. Now, high-efficiency toilets are available that use less than 1.3 gallons per flush and have been rated for maximum flushing power. These can save thousands of gallons of wasted water each year. Dual-flush toilets that allow consumers to choose how much water to flush with are also becoming more popular, as are home bathroom urinals.

Experts say these low-water plumbing devices can often pay for themselves in a matter of months. Some larger devices such as tankless water heaters and gray water recirculators may even be covered by rebates and tax incentives.

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Frequently Asked Questions
Q: What’s your typical appointment window?
A: “It depends on the service—we have everything from one-hour windows to four-hour windows. Most regular maintenance appointment windows are four hours, but we try to get to emergencies in one hour or less.”
Q: Do I have to be home when the plumber arrives?
A: “Yes. That way, you can show us the exact problem, which will allow us to do a proper diagnosis and discuss your repair or maintenance options.”
 
Q: Can you give me a price estimate over the phone?
A: “We don’t like to give estimates over the phone because that can be misleading. We prefer to send technicians to our customers’ homes so we can properly diagnose their problems. There are usually more ways than one to fix a plumbing problem, and when our plumbers are able to see the problems in person, it’s easier for them to choose the best remedies.”
 
Q: Do you have all the necessary parts in your service trucks?
A: “We keep about 15,000 different items on our trucks, so it’s very likely that we’ll have the right parts to fix your plumbing problem, as long as it’s relatively common. In some cases, like with very old fixtures or specialty products, we’ll have to special order parts, but we’ll explain that when we give you the estimate.”
 
Q: What can I do to maintain my water heater?
A: “First, test the pressure relief valve on a regular basis and replace it if it fails to operate. You should also flush the sediment in your tank at least once a year. As long as your tank has a functioning anode, it shouldn’t rust, so have your anode checked by a professional every two years.”
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SELECTED PHOTOS FROM Benjamin Franklin Plumbing

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Daniel Gagne

Expert CONTRIBUTOR PROFILE
  • Daniel Gagne is a lifetime veteran of the plumbing industry and owner of Benjamin Franklin Plumbing, a Diamond Certified company. He can be reached at (415) 788-4357 or by email.

Daniel Gagne: Plumbing Pride

By James Florence, Diamond Certified Resource Reporter

NOVATO — When Daniel Gagne began his plumbing career, he had no idea of the level of success he’d one day attain. “My dad was a plumber, so I was introduced to the trade at a very young age,” he recounts. “After high school, I worked for the family business for a while, and after doing some traveling in my 20s, I ended up in Marin County, where I got a job with a local plumbing company. In 1996, my brother and I co-founded our own plumbing business, which focused on new construction and remodeling work in Marin, Napa, and Sonoma Counties.”

Three years into their joint venture, Daniel and his brother decided to reorient their focus toward service and repair; little did they know it would completely change the face of their business. “We joined a plumbing organization that specialized in training owners how to run profitable service and repair businesses,” he explains. “Through this organization, we were introduced to Benjamin Franklin Plumbing—a brand concept one could license that included a ready-made logo and everything. I liked the concept and decided to sign up. Once we began advertising as Benjamin Franklin Plumbing, things really took off. Our business exploded, and within three years, our staff had quadrupled in size. Ten years later, we have almost 100 employees and three different locations in the Bay Area.”

Today, Daniel looks back with pride upon his accomplishments of the past decade. “I never really intended to build such a big business—I was more interested in being able to write my own story. Still, I feel proud of the things we’ve accomplished as a company. We kind of pioneered, at least in the Sonoma-Marin area, the way plumbers are perceived by creating a cleaner, more professional presentation. I’m also proud of the fact that we provide our employees with good wages and full benefits so they can live comfortably and take care of their families.”

A resident of Fairfax (where he lives with his wife, Ann), Daniel spends his time outside of work engaged in a variety of active pastimes. “Ann and I love getting out into nature and going hiking at local national parks. We also love to travel—we take about three major trips each year. We were recently in Bali, where Ann hosted a retreat that she put together, and afterward we visited her daughter in New Zealand. We both have family outside of the country, so we have plenty of reasons to travel.”

In regard to a professional philosophy, Daniel believes that having happy employees translates to having happy customers. “We’ve discovered the best way to ensure our customers stay satisfied is to put our employees first,” he explains. “When your employees are happy, they’re more invested in doing good work and treating customers right, and when that happens, everyone wins.”

When asked the first thing he’d do if he were to retire tomorrow, Daniel says he’d embark on a Greener lifestyle. “I would probably buy a property somewhere with lots of nature around it, build a self-sustainable home and plant an organic garden. I think it would be a very peaceful and rewarding lifestyle—to live in harmony with the Earth.”

Ask Me Anything!

Q: What’s your favorite style of music?

A: World music, especially Latin-based.

Q: What’s your favorite snack?

A: I like to eat healthy, so I prefer things like wild berries and raw veggies.

Q: If you could travel anywhere in the world, where would you go?

A: I’d like to spend some time in Southeast Asia and visit Myanmar, Vietnam, Cambodia, and Laos. I’m attracted to the culture and history there, including all the old temples and artifacts.

Q: What’s your favorite thing to do on a rainy day?

A: Do some cooking and watch a good movie.

Q: Are you an early bird or a night owl?

A: Both. I usually wake up early during the week, but I like staying up late on the weekends.

 

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Expert articles
  • DIY Water Heater Maintenance

    NOVATO — A crucial aspect of plumbing system maintenance is to drain your water heater’s tank at least once a year. This is important because of all the sediment in the water, which tends to collect and sit at the bottom of the tank. If you don’t flush the tank regularly, your water heater will gradually become less efficient and may even develop a leak at its base.

    Fortunately, flushing your water heater’s tank isn’t difficult. Just follow these steps:

    1. Shut off water to the unit. Locate the shut-off valve (usually on top of the tank) and turn it to the “off” position (since it’s already “on,” just turn it all the way in the opposite direction).

    2. Turn on the hot water to a faucet in your house. This will prevent the water line from becoming air locked as you drain the tank.

    3. Connect a garden hose to the hose bib at the bottom of the tank and extend it all the way outside to your garden or driveway. Open the valve to let the water drain out (you may need a screwdriver for this). Make sure there aren’t any kinks in the hose and the water is draining correctly.

    4. Open the temperature and pressure (T&P) valve on the side of the tank; this will create air in the system and help push the water out.

    5. Wait 10 to 15 minutes and look at the color of the water. At first, the water will come out milky due to all the sediment, but after a while it should clear up. Once you see the water is coming out clear, proceed to the next step.

    6. To finish, turn off the drain valve and the T&P valve, disconnect the drain hose and turn on the cold water supply. To prevent the line from becoming air locked while the tank is refilling, leave the faucet on inside your house until it’s refilled (better yet, turn on the hot water to a few more fixtures). Once the water starts coming out of your faucets again, you should be good to go.

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Expert video tip
  • Video: How to Flush a Water Heater

    Complete Video Transcription:

    NOVATO — Host, Sarah Rutan: The simplest way to increase your water heater’s operating lifespan is to flush its tank annually. Today we’re in Novato with Diamond Certified Expert Contributor Daniel Gagne of Benjamin Franklin Plumbing to learn how this is done.

    Diamond Certified Expert Contributor, Daniel Gagne: Hi, my name Daniel Gagne, and today I’m going to show you how to flush a water heater. The reason we flush water heaters – and it needs to be done at least once a year – is because there’s a lot of sediment in the water and sediment tends to sit at the bottom of the water heater tank. And if you don’t maintain your water heater or flush it yearly and take a look at certain components, your water heater is going to become less and less efficient. It could even start leaking from the base.

    So, the first thing that you need to do – something a homeowner can do very easily themselves. They’ll need a garden hose. Usually, you tend the garden hose and you extend it all the way to the outside in the garden or in the driveway. You need to identify the water shut off, which is usually on top of the water heater. In this case, it’s all the way up here.

    So, first thing to do is to shut the water off. And if you have what we call a ball valve, then the ball valve needs to be perpendicular to the pipe. So, now it is actually in a shut-off. And then, you take the garden hose. You’ll need a pair of channel locks. And at the bottom of the water heater, there’s usually going to be a drain valve. And here’s your drain valve over here. This one doesn’t have a handle, it has a little slot, so you can put a screwdriver and turn it on with a screwdriver.

    So, I’ll attach the hose to the drain valve. Just snug it up a little bit with my channel locks here so it doesn’t leak. And then, I’m going to turn the water on, then let the water heater flush. So, now you can hear the water flushing through the hose. You want to make sure that your hose doesn’t have any kinks in it, so you want to go in the driveway or outside to make sure the water is flowing freely.

    One thing to also keep in mind is that your water heater after a while is going to become air locked. So, you can either turn the temperature and pressure relief valve here on the on-position – so, you let the water heater drain. It’s now been draining for about 10 to 15 minutes. And you want to see the color of the water. At first, it’ll come out kind of milky and it’ll have some sediment in it, and then eventually it kind of clears up. Once the water comes out clear, then usually you’re pretty much good to go.

    So, when you’re done, then you could just restore and just shut down everything. You could shut your drain valve off there in the off position. Turn your T&P off, or shut the faucets in the house if you turn any faucets in the house. And now, we can go ahead and remove the drain hose. And we’ll turn the water back on by turning the valve parallel with the pipe. And again, same as when we flush our water heater, when we refill the tank, it can also become air locked, so you have to leave a faucet on the hot water side inside the house until water comes out of it so that there’s no air that gets stuck in the tank. And once the water comes out of the faucet, you turn the faucet off, and you’re good to go.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit out Diamond Certified Expert Reports at experts.diamondcertified.org.

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Benjamin Franklin Plumbing WEBSITE AND EXTERNAL FEED
Diamond Certified RATINGS ON Benjamin Franklin Plumbing
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 299 VERIFIED CUSTOMERS i
Benjamin Franklin Plumbing : Average 8.7 out of 10 based on 299 unique customer surveys of customer satisfaction.

Dan P.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

1 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very dependable, friendly, and reliable.

They did what they said they were going to do.

Arlene J.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

2 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were nice and courteous.

They only had to come out once and they were quick.

Susan V.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

3 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have come out two or three times. They are outstanding people. They are competent, efficient, and very informative. They are also very thorough and clean. They did superb work.

They are very particular about getting there on time and they call ahead and give you the service technician's name. They also follow up after the job is done, outstanding customer service.

Jennifer A.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

4 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very helpful and did good work. They were very friendly.

They were willing to work with us.

Steve B.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

5 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

I've used them several times now, and I would recommend them to others.

The people that came out to the house were all really nice. They have a really nice staff.

Judy C.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

6 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very professional. They weren't the cheapest, but you get what you pay for.

Everything was fine and a good value.

Delores C.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

7 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They did a great job, did what they said they were going to do, and got it done quickly.

Well, there haven't been any problems, so all is well.

Wilhelmina C.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

8 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would highly recommend them.

They were very nice and very honest.

Haggai D.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

9 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were quick and easy.

The technician that came out was professional and helpful.

Shannon G.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

10 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were extremely qualified. They job was an emergency, and they went out of their way. They were quick, on time, and didn't charge me a fee for bringing the truck out.

They were just very knowledgeable.

Jana H.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

11 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have recommended them to friends, and I was very satisfied. They were professional, on time, and experienced.

I got value for my money. They were very professional.

Denise H.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

12 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

The guy really delivered, and I would recommend them to anyone. They were incredible.

I've never had to clean anything up after they left. They were prompt, and the job was finished as promised.

Ceicilia L.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

13 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were on time and efficient.

Their quick response stands out for me.

Nina M.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

14 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

The technicians that came out were great. I have two units, and I wouldn't call anyone else. They have the nicest service people, and it is very easy to schedule.

The technicians are so polite, knowledgeable, and helpful so that really stands out. They always put their booties on.

Natasha M.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

15 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were easy to reach, easy to schedule, and very professional.

Everyone was extremely professional and personable.

Zari N.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

16 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

We were very, very satisfied. They were very knowledgeable and explained everything.

The customer service was top-notch.

Karen P.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

17 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very courteous, understanding, and knowledgeable.

Overall, they were very friendly and professional.

Sheva P.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

18 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have been using them for 3 years and have been very satisfied.

I like the fact that I am on their schedule, so I don't have to think about it.

Dean T.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

19 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were professional, courteous, and a pleasure to work with.

I would say the level of professionalism, their knowledge, and they were just so pleasant.

Wing W.

VERIFIED Benjamin Franklin Plumbing CUSTOMER

20 of 299

Quality 10
10 10
Loyalty Yes
CRITIQUE

The technician that came out was really good. The overall service was pretty good. The technician appeared motivated to do a good job.

Pedro indicated what my options were and got the job done quickly.

Read All 299 Survey Responses at Ratings View