iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%67+36.5Reliability 24%57+13.8Value 14%50+7.1Replies to reviews 7%58+4.1Craft & service penalty54−4.6Experts Score= 57Grade C: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.57SCORE
CGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#48 of 50 heat pump installation servicesiPosition by Experts Score among all companies we track in this category. · better than 4%
4.7★★★★★701 Google reviews · 19 photos
87%five-star reviews
4.68★last 12 monthsiAverage stars on reviews from the last 12 months only.
6.6%1–2★ in 2 yearsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
38%reviews answered by the owner
$589typical billiMedian bill customers of this company reported in their reviews (needs 3+ priced reviews).
Google reviewers rate Benjamin Franklin Plumbing Billings 4.7 out of 5 based on 701 reviews, with the owner responding to 38% of them. Customers frequently praise technicians for punctuality, professional communication, clear explanations, and fair pricing during services like water heater replacements, leak repairs, and unclogging drains. However, several low-star reviews highlight a recurring pattern of poor scheduling communication, including missed appointment windows, lack of status updates, and dissatisfaction with upfront payment requirements or hourly billing structures.
Google rating: 4.7 out of 5 from 701 reviews (87% five-star).
Reviews on this page: 701 Google reviews (536 with written comments, 13 with photos).
Owner responses: the business replied to 38% of reviews.
Most recent review: October 26, 2026.
Service: Heat Pump Installation Service serving Billings, Montana.
Data from Google, last updated October 27, 2026.
Score profile vs other heat pump installation services
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: momentum and satisfaction; weakest: value.
This companyHeat Pump Installation Services median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Benjamin Franklin Plumbing Billings: 67/100 on this factor. Category median: 92.B
67
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Benjamin Franklin Plumbing Billings: 57/100 on this factor. Category median: 90.C
57
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Benjamin Franklin Plumbing Billings: 54/100 on this factor. Category median: 95.C
54
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Benjamin Franklin Plumbing Billings: 50/100 on this factor. Category median: 100.C
50
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Benjamin Franklin Plumbing Billings: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Benjamin Franklin Plumbing Billings: 58/100 on this factor. Category median: 63.C
58
Bar = this company · dark tick = category median.
Star ratings
701 Google reviews we collected
4.7of 5
5 stars60887%
4 stars355%
3 stars122%
2 stars51%
1 star416%
Praise vs complaints
Phrases our text analysis found in 536 written reviews
95%praise
Praise93995%
Complaints465%
PriceiGoogle asks reviewers whether the price was great, reasonable or overpriced; these are their answers.
Price verdicts customers left with their Google review
77%fair
Great price79%
Reasonable4256%
Overpriced1520%
Not sure1115%
$589+30% vs typical heat pump installation services
Middle half of what 67 customers paid ($327–$1.1k) · gold mark = category median.
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude26627%
Speed & response24725%
Quality & results18018%
Would recommend10210%
Price & value808%
Communication788%
Honesty & trust323%
What customers talk about
We read 536 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“He is very knowledgeable about plumbing, is courteous and a caring individual.”
“…n from the ceiling below the basement , Jared wanted payment upfront- rude and horrible customer service .…”
“Scott arrived on time to install the new kitchen faucet.”
“Didn't call back for two hours then finally called said couldn't do it until Monday.”
“I had an excellent experience with Benjamin Franklin Plumbing, and I especially want to recognize Scott Diebold for his outstanding service.”
“…e ceiling below the basement , Jared wanted payment upfront- rude and horrible customer service .…”
“Very happy that I went with Benjamin Franklin plumbing and would recommend them to anyone.”
“Stay away from them unless you want they destroy your Home.”
Di3 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · Edited 3 days ago★★★★★
Scott arrived on time to install the new kitchen faucet. He is very knowledgeable about plumbing, is courteous and a caring individual. He works at a steady pace and gets the job done in a timely manner. Scott chose an attractive user-friendly faucet and I am truly pleased with it. THANK YOU Scott
Paid $800–1,000Great priceFaucet installation
Deb2 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 weeks ago★★★
I don't understand why it cost so much for the little amount of time it took to remove a 5ft piece of pipe and then put it back. When MDU returned to turn gas back on there were bubbles on both ends and he had to replace the cracked pieces on each end to fix the leaks. The plumber said all was ok.
Paid $200–400OverpricedService not listed
Brandon5 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
Benjamin Franklin plumbing was quick to respond and fairly priced in replacing my sump pump to prevent ongoing flooding in my basement. Scott D. Was friendly, courteous, and knowledgeable. Very happy that I went with Benjamin Franklin plumbing and would recommend them to anyone.
Paid $800–1,000Reasonable priceSump pump repair
Lori6 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
Kaden was very professional and showed me how I can fix the problem myself after he diagnosed the problem.
Paid $200–400OverpricedShower repair
Daniel5 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★★★
Scott took care of me to the fullest extent.
Good dude
Good Plumber!!
I’ll call whenever I need help with my plumbing issues.
Paid $200–400Reasonable priceFaucet repair
Janessa1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
Kaden Thomson was very professional, polite & explained every step of the service he was doing to fix our problem & what we can do in the future to not have that problem occur again.
Scott arrived on time to install the new kitchen faucet. He is very knowledgeable about plumbing, is courteous and a caring individual. He works at a steady pace and gets the job done in a timely manner. Scott chose an attractive user-friendly faucet and I am truly pleased with it. THANK YOU Scott
Price assessment: Great price
Price: $800–1,000
Services: Faucet installation
Response from the owner · a week ago
We appreciate your 5-star rating! It's wonderful to know we met your expectations.
Pregunta Pregunta2 reviewsiTotal number of Google reviews Pregunta has written across all businesses on Google Maps, not just this one.
Scott was amazing! I called him over regarding the new washer pushing water up into the sink next to it… Now finding it was cooking oil being poured down the drain from the kitchen by possible past owners and a rag plugging up the pipe that’s been there before our time here.
During his inspection he pointed out our 21 year old water heater was about to break down and showed us a small leak at the top running down to the floor and made time to tear out the -2- water heaters and install the new 2026 model from the 2-3 options he provided to me!
Scott literally autographed the water heater, told me how to restart it if needed, did a few tests after completion to make sure it was running and installed correctly and passed down some knowledge about keeping the pipes and water heater running correctly for a long health operational life! Scott you’re the best man!!! Work hard stay strong guy!!!
Response from the owner · 2 weeks ago
Thank you for your kind review! Your satisfaction is our top priority.
Deb Pursell2 reviewsiTotal number of Google reviews Deb has written across all businesses on Google Maps, not just this one.
I don't understand why it cost so much for the little amount of time it took to remove a 5ft piece of pipe and then put it back. When MDU returned to turn gas back on there were bubbles on both ends and he had to replace the cracked pieces on each end to fix the leaks. The plumber said all was ok.
Price assessment: Overpriced
Price: $200–400
Services: Service not listed
Response from the owner · 2 weeks ago
We appreciate your feedback. We’re dedicated to improving and delivering a better experience.
Matthew Jaeger1 reviewiTotal number of Google reviews Matthew has written across all businesses on Google Maps, not just this one.
Benjamin Franklin plumbing was quick to respond and fairly priced in replacing my sump pump to prevent ongoing flooding in my basement. Scott D. Was friendly, courteous, and knowledgeable. Very happy that I went with Benjamin Franklin plumbing and would recommend them to anyone.
Price assessment: Reasonable price
Price: $800–1,000
Services: Sump pump repair
Response from the owner · a month ago
Thank you for the glowing review! We're thrilled to hear that you're happy with our service.
Lori A Hartford6 reviewsiTotal number of Google reviews Lori has written across all businesses on Google Maps, not just this one.
