Was at first turned off by the $35 charge for a visit, so used local plumbers in the past. When our hot water heater broke the week of Christmas, we called Ben Franklin (bc we were very happy with their sister company Calvert, which replaced our home heater) and they came THAT night (during the holiday week) and worked well into the night to install the new hot water heater THAT night. Since I was desperate for a new heater, I didn't have time to get a second opinion, but I price-shopped after the fact, and found out that they gave us as good of a deal as our local plumber (we got 15% off for being Calvert customers), and with super speedy service, Ben Franklin exceeded our service expectations, which is next to impossible to do these days.