Bonhomie Productions LLC

Complaint: [redacted] I am rejecting this response because: I have had the unit serviced by an authorized service company that was recommended by U-LineThey found that both the main and secondary electrical panels were not working, and have ordered replacement partsAt the time of service, the technician found significant amounts of dust inside the door, and also found the door off its hingesThis was not done by us, and we have never left the door openHe fixed the door, and said he would happily sign a statement that the unit appeared to have been owned previouslyThat makes two technicians who will vouch for our claims.The delivery was accepted because it did not appear to have any visible defectsBeing a person of honesty and integrity myself, it never occurred to me that others might not behave the same wayIt did not occur to me that a home appliance wrapped in bubble wrap was shipped that way in order to hide the fact that the package had been opened previously.It appears that EvVive reships defective merchandise that the manufacturer has replaced, then when the new recipient has a problem with it, they defer to the manufacturer to solve the problemThey keep saying they sent a new, factory sealed product, but that is an out and out LIE, or someone in their organization pulled a fast one and sent me a previously owned product by mistakeEither way, I have proof that they are misrepresenting the product, and they have not solved the issue.I only accepted their offer of a partial refund and extended warrantee because they insisted the unit was new, which proved to be falseI have proof.Also, the dent in the door is unacceptableThere was no way I could have known the door was dented until it was unwrapped by the installerThey pawned off bad merchandise on us, and they keep lying about it.I only dealt with these crooks because they have a decent rating on [redacted] I should have checked other sourcesThey have a reputation for being dishonest Regards, [redacted]

We apologize for any inconvenience caused by this processWe cannot be held responsible for any scratches or damages done to property unless a result of blatant negligence (i.ewater damage from an incorrect installation, fire caused by not properly sealing gas lines, etc)What our installer told us was that the customer's dishwasher was installed on the sub-floor and that the legs of the dishwasher were blocked after the customer installed their new hardwood floorsDue to this issue it was difficult to remove the old dishwasherThe installer mentioned that the customer helped him carefully remove the dishwasher but that he was unable to use the wood boards he normally would use to protect the flooring due to the fact that there was zero clearance for any protective materialsThe installer also mentioned that when he was done with the installation, the customer was happy with his quality of service and tipped him $The customer also mentioned that the customer stated that he would also be interested in purchasing additional new appliances from usSince we did charge for the installation, which is the service that the customer has an issue with, we have offered a refund for the installation cost of $The customer has yet to respond to our offer of $for the installation feeWe hope this helps offset any cost the customer would incur regarding the scratch on the floor Please contact us if you have any questions

The customer was shipped a brand new [redacted] product, and the item shipped to the customer in a manufacturer's box with all of the original manufacturer's packagingWhen the customer contacted us after noting dust inside of the product, we did verify that the boxes and packing were the manufacturer'sThe customer also registered the product with the manufacturer, which demonstrates that the item was never registered or used prior to their receiving the itemWe communicated those details to the customer, and the customer agreed to keep the ice maker for a discount and an extended warrantyWe were happy to provide both of those for the customer, and have done soAny other issues with the ice maker need to be addressed with the manufacturer or repair company directlyevVive Home does not warranty these appliances, but the warranty that we provided for the customer will assist them in scheduling service or support on the productIf the manufacturer chooses to issue a return authorization for the ice maker, we will be happy to work with [redacted] to replace the appliance for the customerWe apologize for any inconvenience this may have caused

The customer ordered a Samsung refrigerator on August 25th, The refrigerator shipped with a freight carrier called AM Trucking on the 29th, and the tracking number for the shipment is [redacted] When AM Trucking attempted delivery on September 5th, the customer refused the delivery due to damageThe product was returned to our facility with AM Trucking on the 16th of SeptemberThe customer is due a full refund for the damaged itemWe do ask for one full billing cycle to complete refunds after they have been returnedThe customer will be fully refunded within the next 5-business days Please contact us if you have any other questionsWe appreciate your patience

This policy they show the B&B is listed no where when I bought the product I did not accept the delivery and installation in good condition as they admit them self as I wrote my floor was scratched I did not remove or install my own dishwasher as I paid for them to do itthey made the scratch on my floor not meThere is no renovation going on at my residence as they try to saythey have been provided an estimate for the damages of 550$And gift card they offered was for 25$.
Regards,

Complaint: ***
I am rejecting this response because:I am currently out of town and unable to deal with this issueWhen I return home, I will be able to schedule a return appointment with *** approved service representative, and we will go from thereI expect to be able to schedule this appointment during the week of October 6-
Regards,
*** ***

The customer placed an order on 2/5/for a Samsung dishwasher, and also added installation and removal services to his orderOur installer completed installation and removal on 2/14/as scheduled, and the customer signed for the delivery at that timeThe customer signed for the delivery,
noting the scratch on the floor but also accepting the unit and the installation as being completed in good conditionThe customer also assisted the installer in lifting the existing dishwasher out of the space and placing the new dishwasher into the existing areaWe offered the customer a gift card for the inconvenience, since the customer accepted and signed for his appliance and serviceOur policy states "EXCEPT AS OTHERWISE EXPRESSLY PROVIDED IN THE TERMS, YOU EXPRESSLY UNDERSTAND AND AGREE THAT NONE OF THE Bonhomie Productions, LlcPARTIES SHALL BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO, DAMAGES FOR LOSS OF PROFITS, GOODWILL, USE, DATA OR OTHER INTANGIBLE LOSSES (EVEN IF THE Bonhomie Productions, LlcPARTIES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES), RESULTING FROM: (i) THE USE OR THE INABILITY TO USE THE SERVICE; (ii) THE COST OF PROCUREMENT OF SUBSTITUTE GOODS AND SERVICES RESULTING FROM ANY GOODS, DATA, INFORMATION OR SERVICES PURCHASED OR OBTAINED OR MESSAGES RECEIVED OR TRANSACTIONS ENTERED INTO THROUGH OR FROM THE SERVICE; (iii) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR TRANSMISSIONS OR DATA; (iv) STATEMENTS OR CONDUCT OF ANY THIRD PARTY ON THE SERVICE; OR (v) ANY OTHER MATTER RELATING TO THE SERVICE." We do not accept liability for the scratch on the floors, as the customer was involved in the removal of his existing appliance and is completing a current renovationWe have offered the customer a gift card for the inconvenience as a good faith gesture

The customer placed an order for a *** ice maker on December 31st, The unit shipped on January 2nd with *** *** *** under tracking number *** The product was delivered on 1/and the customer signed for the unit, accepting it in good condition. The customer then
contacted our team on 1/to state that she believed the item to be previously usedSince we only sell brand new units in the manufacturer's boxes, we assured the customer that the unit was also brand newWe advised her to register her product with *** as proof that the unit had never been previously registeredDue to the inconvenience, we also offered a discount and warranty on the ice maker for her convenience. The customer accepted the discount and the warranty at that timeThe customer then contacted us in April of 2014, stating that they had installed the ice maker and begun using itThe customer stated "After the installation, the unit began making ice, but the cubes came out in large conglomerate blocks that were only half formedWe had a few of these blocks floating in the bottom of the bin in several inches of water." Since this was a performance issue, we advised the customer to work with the manufacturer to schedule service on the ice maker. The ice maker is not within our policy to authorize a return at this timePlease view our full policies at http://www.evvive.com/return-policy at your convenienceThe customer is still covered under the manufacturer's warranty for the full first year, in addition to the extended warranty that we did offer after the first year is through. The customer then contacted us again regarding the ice maker, stating that she wanted to have it replacedWe had originally believed that *** had exchanged the ice maker for her alreadyThe customer told us that was not the case and that she was in possession of the original product. We advised her to contact *** and work with them directly for service and warranty supportWe do not warranty or claim to warranty these productsOur policy on defective units states "evVive is an authorized dealer for the manufacturers that we representIf you received a defective unit please keep in mind that most manufacturers will require a service call to diagnose the problem before an RMA is issuedAll defective appliances and televisions will be serviced by the manufacturer under manufacturer warranty before an RMA is issued." The customer has refused to schedule service with the manufacturerAt this time, she is not eligible for a standard return on the ice makerWe would be happy to schedule service on the customer's behalf through *** for the product if the customer wishes to do so

The customer placed an order for a [redacted] FGBD2434PB dishwasher and the unit shipped with [redacted] under tracking number [redacted]. The unit was delivered and the customer reported damage to the product. We exchanged the dishwasher for a replacement unit that shipped with...

[redacted] under tracking number [redacted]. That product was delivered on 7/22/14 and signed for by "[redacted], who accepted the unit in good condition at the time of delivery. The customer then reported cosmetic damage to the replacement dishwasher. We ordered the necessary part with the manufacturer, which was received.The customer contacted us again on October 22nd to state that the unit was not functioning as needed. We directed the customer to work with [redacted] directly, since the item is covered under the manufacturer's 1-year warranty. evVive Home does not warranty or claim to warranty these products. We would be happy to contact the manufacturer on the customer's behalf in order to resolve the issue he is experiencing with the dishwasher. The dishwasher is outside of our return policy at this time. We do not accept returns on items that have been installed or used, and we only accept returns within 15 days from the date of receipt.Please contact us if we can provide further details.

I tried to find the segment of Revdex.com to report that ID [redacted] complaint hasbeen resolved.  I received a call today 10/30/2017 from Bonhomie ProductionsLLC stating my refund of $1872.65 had been reversed to my credit card.  Ichecked with my bank and on 9/20/2017 it was posted.  I...

placed this order inAugust and cancelled it early September for non delivery.  Thanks for yourhelp.  I will never order on line again for this amount of money

The customer requested a delivery date when they placed their order. At that time, they requested a delivery the week of June 27th. We released the customer's items to the freight carrier so that the items would arrive to the customer during that time frame. Please note that we are unable to guarantee a specific delivery date if the item is shipping with a freight company. We always release the items and put in the request with the carrier, and the delivery date is then determined by the carrier's routes in that area. The shipping company delivered the items to the shipping address on 7/9/16. The items were signed for in good condition at that time. Our policy on deliveries states "Upon delivery, you will be presented with a shipper Proof of Delivery (POD). Should you notice any damage to the outer packaging, note it on the POD. You may reject the merchandise at that point and call us to let us know. If you un-wrap the merchandise and notice damage, please let us know. Any shipping damage must be reported within 24 hours of delivery by calling [redacted]. Most merchandise is covered under a 1-year manufacturer’s warranty. For any damage reported after 48 hours, please contact the shipper or manufacturer for resolution."In the case of the dishwasher, we directed the customer to work with the manufacturer for service as previously stated. The manufacturer is fully able and willing to assist the customer with this issue, and that is covered by the manufacturer's warranty. We do not warranty or claim to warranty these items.

The customer ordered a Samsung refrigerator on August 25th, 2014. The refrigerator shipped with a freight carrier called AM Trucking on the 29th, and the tracking number for the shipment is [redacted] When AM Trucking attempted delivery on September 5th, the customer refused the delivery due to...

damage. The product was returned to our facility with AM Trucking on the 16th of September. The customer is due a full refund for the damaged item. We do ask for one full billing cycle to complete refunds after they have been returned. The customer will be fully refunded within the next 5-7 business days.
Please contact us if you have any other questions. We appreciate your patience.

Complaint: [redacted]
I am rejecting this response because: Designer's return policy is unreasonable, and the business is merely making excuses for their inadequate quality check mechanisms and poor customer service.  Designer claims to have “assured the customer that [they] only sell brand new items that come from the manufacturer.” However, as is evident from the item that was received (and can be easily demonstrated with pictures), the Smeg oven that was sent to me — although paid for as “new” — was clearly an open box item. It is peculiar how [redacted] claims to give such promised “assurance” that the item is new from the manufacturer when someone from [redacted] packed the item in a double box and was too careless to even notice the clear open-box nature of the original manufacturer’s item. To me, this seems like a flaw in [redacted] quality check procedures, which makes [redacted] claim of “assurance” in selling only “brand new items” an empty promise.  To be clear, what [redacted] would like to do is set forth a policy with obligations for both the customer and business, then ignore following said policy on [redacted] end, and after failing to fulfill its own obligations, [redacted] wants to nonetheless inexplicably bind its customers to the provisions of the policy that benefit [redacted] business. Here, [redacted] failed to take adequate steps to provide assurance that the item received from the manufacturer was in fact “brand new.” After making this error, [redacted] wants its customers to unreasonably bear the burden of [redacted] mistake, all the while ignoring any responsibility. If [redacted] does not abide by its own promises under the policy, its customers should not be forced to. That is not how an agreement works, and any alternative conclusion is blatantly unfair. Moreover, [redacted] merely prolonged any potential resolution by giving false promises to provide information to me on numerous occasions from a number of business representatives, such as a customer service representative, a customer service manager, and the store manager. [redacted] failed to get back to me in a timely manner, and therefore did not actually assist in the resolution of this issue in any meaningful way. 
Regards,
[redacted]

We advise the customer to contact [redacted] directly for service on the ice maker. Once they receive service under the warranty, please send us the case details with [redacted] if we can assist at any time. We will be happy to work with [redacted] on your behalf. Thank you.

Good morning,Once the products have been returned to our warehouse, they will be inspected. In our policy on returns and refusals, we do state that all refunds are subject to the condition of the item, which is determined during the inspection. If returned in good condition, there may be no restocking fee for the return. We will not know the exact amounts of the refund until the items have been returned. Our policy is listed at http://www.designerappliances.com/return-policy for your reference. We appreciate your patience.Thank you.

We apologize for any inconvenience caused by this process. We cannot be held responsible for any scratches or damages done to property unless a result of blatant negligence (i.e. water damage from an incorrect installation, fire caused by not properly sealing gas lines, etc). What our installer told us was that the customer's dishwasher was installed on the sub-floor and that the legs of the dishwasher were blocked after the customer installed their new hardwood floors. Due to this issue it was difficult to remove the old dishwasher. The installer mentioned that the customer helped him carefully remove the dishwasher but that he was unable to use the wood boards he normally would use to protect the flooring due to the fact that there was zero clearance for any protective materials. The installer also mentioned that when he was done with the installation, the customer was happy with his quality of service and tipped him $30. The customer also mentioned that the customer stated that he would also be interested in purchasing additional new appliances from us. Since we did charge for the installation, which is the service that the customer has an issue with, we have offered a refund for the installation cost of $129. The customer has yet to respond to our offer of $129 for the installation fee. We hope this helps offset any cost the customer would incur regarding the scratch on the floor.  Please contact us if you have any questions.

The customer placed an order on 11/10/15 for a [redacted] hood. We shipped that hood to the customer on 11/12/15 with FedEx and can provide the FedEx proof ofdelivery for that shipment. The hood that we shipped was a brand new item that came directly to our warehouse from the manufacturer....

Upon receipt, we ask all customers to inspect their items as any damage must be reported within 24 hours of the item's receipt. If you report damage outside of that time frame, we direct the customer to work with either the manufacturer or the shipping company directly.The [redacted] hood is not eligible for a return at this time, as the customer has been in possession of the hood for four months. We directed the customer to work with [redacted], since we are an authorized dealer, and the hood is covered by the manufacturer's warranty for one full year after purchase. In this case the manufacturer may be able to replace parts or provide warranty service on the item.We would be happy to contact [redacted] on the customer's behalf to ask for a return authorization, and will await their determination.

Thanks for your order! I do see the notes that your order shipped with specialized freight carrier AM Trucking on June 5th, 48 hours after your order was placed with us. When you requested specific delivery dates, we did request those delivery dates with the carrier. After you refused the shipment...

of your Fisher Paykel appliance, the item was re-routed. It is still en route to our warehouse with AM Trucking. Once it has been returned to our warehouse and inspected, your refund would then be processed. The average amount of time for the refund to be processed would be about one billing cycle.Additionally, we see that the extended warranty shipped with FedEx to your location. The tracking number indicates that the warranty has been delivered. Please return that warranty to our location so we can process the refund for that item. Once the items are returned, you will be refunded.

Complaint: [redacted]
I am rejecting this response because:
I have had the unit serviced by an authorized service company that was recommended by U-Line. They found that both the main and secondary electrical panels were not working, and have ordered replacement parts. At the time of service, the technician found significant amounts of dust inside the door, and also found the door off its hinges. This was not done by us, and we have never left the door open. He fixed the door, and said he would happily sign a statement that the unit appeared to have been owned previously. That makes two technicians who will vouch for our claims.The delivery was accepted because it did not appear to have any visible defects. Being a person of honesty and integrity myself, it never occurred to me that others might not behave the same way. It did not occur to me that a home appliance wrapped in bubble wrap was shipped that way in order to hide the fact that the package had been opened previously.It appears that EvVive reships defective merchandise that the manufacturer has replaced, then when the new recipient has a problem with it, they defer to the manufacturer to solve the problem. They keep saying they sent a new, factory sealed product, but that is an out and out LIE, or someone in their organization pulled a fast one and sent me a previously owned product by mistake. Either way, I have proof that they are misrepresenting the product, and they have not solved the issue.I only accepted their offer of a partial refund and extended warrantee because they insisted the unit was new, which proved to be false. I have proof.Also, the dent in the door is unacceptable. There was no way I could have known the door was dented until it was unwrapped by the installer. They pawned off bad merchandise on us, and they keep lying about it.I only dealt with these crooks because they have a decent rating on [redacted]. I should have checked other sources. They have a reputation for being dishonest.
Regards,
[redacted]

The customer was shipped a brand new [redacted] product, and the item shipped to the customer in a manufacturer's box with all of the original manufacturer's packaging. When the customer contacted us after noting dust inside of the product, we did verify that the boxes and packing were the manufacturer's. The customer also registered the product with the manufacturer, which demonstrates that the item was never registered or used prior to their receiving the item. We communicated those details to the customer, and the customer agreed to keep the ice maker for a discount and an extended warranty. We were happy to provide both of those for the customer, and have done so. Any other issues with the ice maker need to be addressed with the manufacturer or repair company directly. evVive Home does not warranty these appliances, but the warranty that we provided for the customer will assist them in scheduling service or support on the product. If the manufacturer chooses to issue a return authorization for the ice maker, we will be happy to work with [redacted] to replace the appliance for the customer. We apologize for any inconvenience this may have caused.