Bernie J. Buchner, Inc.

[redacted]
[redacted] Yorkville, Il. 60560 Since Mr. [redacted] did not end up doing business with Northern Illinois Fence, we have no record of our conversation with him. We do attempt to estimate jobs over the phone, but we always tell customers that it is just that, an “estimates” and...

that we can’t establish a final price until we see the job and meet with the customer. Many times the property may be larger than originally thought or the customer may select different, more expensive material for the fence. Lastly, some jobs may require custom work that can add substantially to the cost of the project We regret that we disappointed Mr. [redacted] and as a result we are reviewing our processes so that this does not happen in the future Regards, [redacted] President Complete Northern Illinois Fence

Review: Service call was requested through home warranty contract. Home owner was told repair contractor would call to confirm before arriving at home. In the meantime problem subsided and repair was no longer necessary. Home owner was waiting for confirmation call from contractor to cancel repair. Contractor did not confirm and arrived at home for repair acknowledging he forgot to call.No services were performed. . Homeowner was billed for services not performed through home warranty contract.Desired Settlement: $60 reimbursement for charged incurred

Business

Response:

We were called out through [redacted]. The homeowner did not cancel until we were at the door. When the homeowner cancelled we did NOT collect any payment from the home owner.We billed American Home Shield the time we took to go out to and from the customer’s home which was 1 hour of service.The customer did not cancel ahead of time and it really should have been cancelled thru [redacted] anyways because that is who the customer is supposed to call to hire or cancel service. We did not collect from this customer, there fore we do not owe this customer anything. It is not our policy to call every customer ahead of the scheduled time, once it is on our schedule we go to the job during the scheduled time. [redacted]chose to bill this customer because they did not cancel service.The homeowner needs to settle this with [redacted], not us.

Thank you,

[redacted], Inc.

Phone - ###-###-####Fax – ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

I do not accept their response and would like the complaint to continue. I was told they would call and confirm since they did not even give me a time frame. This is proven by the fact that they did not even know that anyone would be home and their employee admitted he forgot to call. I also feel they fraudulently billed [redacted] for a service they did not perform. Please inform me how to continue with this claim and what my next steps should be. Thank you.

Business

Response:

After being called out thru a home warranty company, we scheduled this service with the customer and gave them a window. We always give our customer’s a window of time we will show up for the service. We do NOT call ahead of time once the service is scheduled.

We gave our response to this case. We did NOT collect any money from this customer. We are not reimbursing this customer. They need to call their home warranty company regarding their complaint. I already called the home warranty company since they are the customer that called us out and they are the customer that we billed for the time we took sending a technician out to their home when they did not bother to cancel the call. The home warranty company knows everything regarding this service call and they agree the responsibility to cancel the call is on the customer. We are done with this issue.

Thank you,

Bernie Buchner, Inc.

Phone - ###-###-####

Fax – ###-###-####