Community Shares of Mid Ohio

Revdex.com: I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We absolutely want to make every effort to resolve thisissueTo answer your question about the $charge, you were charged$for the duel capacitor, $for the start assist, an $for the Bonneymaintenance programAs for the $diagnostic fee for the next visit after theoriginal visit, it is agreed that we can refund that to youIf you are wantingany further refund, we will need the information for where you got the price ofthe parts, what parts were ordered, the license number of your friend who isthe technician, and what work he didOnce we receive this information, we willbe happy to take a further look into this in effort to come to a moresatisfactory resolution Thank you, [redacted] ***Tell us why here

After speaking with Mr [redacted] regarding this concern and the communication involved between the technician and Brother-in-Law it is clear that there was a breakdown in the communication during and after this service visit I regret that it got to a point that it did without the ability to clear up the details to avoid the frustration that the [redacted] experienced However, I completely disagree with the allegations that we misled Mr [redacted] in any way on this service visit or sales callRegarding the service visit: The fan motor was over-amping and barely spinning This was indicated on the invoice and was verified by the subsequent tech from second company The compressor was also running at an extremely high amperage The technician discussed this as possibly caused by the motor failure but he couldn’t be certain The other components recommended are items that we recommend replacing when we replace a compressor (liquid line filter dryer and contactor) The only repair that was NEEDED to get the unit running was the motor for $ This was detailed on the invoice and discussed with the Brother-in-lawOur technician offered to have a Salesman come out to go over replacement options on this 11-year-old system This was agreed upon and they decided to do so before making a decision regarding the repairs During this visit our Salesman offered replacement options This was the reason that he was there He was not there to verify if the unit “needed” to be replaced The pricing is based off of what options that were chosen or what system requirements are dictated by the design of the home The financing options that were offered included an option for the PACE financing program This is just one of our financing options It’s not for everyone, but many people find that this is a great way for them to qualify for a new system without tying up available credit from credit cards or other credit lines This program is used all over California and is not unique to Bonney The insinuation that WE would place a Mechanics Lien on the property is incorrect as we are not the provider of the loan We get paid and our PACE financing provider will be the holder of the lien and the note Again, this isn’t for everyone and was only one of the options that we offer for financing I’m glad that Mr [redacted] got his fan motor replaced and the unit is currently working to his satisfactionI regret that we weren’t able to clear this up prior to this Although our diagnosis of the failed fan motor proved accurate, I have refunded the $from the service call visit Hopefully, we will get a chance in the future to work with Mr [redacted] in the future I’ll make sure that we continually work to improve our communications so that we more clearly lay out the consumer options and give a better channel for clearing up mis-understandingsThank you, [redacted] ***General Manager, Bonney Plumbing, Heating, and Air Conditioning

Response:RE: Complaint # [redacted] The following is an account from our Plumbing Manager: "After several attempts to contact [redacted] during the week of October 14th I was finally able to reach her by phone on the 20thWe had a good conversation about the work that we performed at her home; her account of what had happened; and where we missed the mark that kept her being 100% satisfied [redacted] agreed to allow me to go out to her house and see for myself what was done and what we proposed to do to fix the problemOn Wednesday the 21st, I met [redacted] at her house and went over the work she authorized and what we actually didWe discussed the plugged sewer and the lack of cleanout/ access for the sewer lateral, and that the least expensive way (standard flat rate $385) to locate the sewer was from the roof top sewer ventWe also talked about locating the pipe and clearing the sewer blockageTo access the pipe, we had to dig it up and break a small hole to gain access for cablingAt this point in time, we found the pipe was a type called OrangeburgThis pipe is a known problem in our businessIt was determined at this time that because the pipe was in such poor condition it required replacementAfter cabling and clearing the blockage our tech gave an estimate for an open trench sewer replacement and gave a quote of $At this point in the call, the decision was made they were done with our services and the tech leftThe technician was paid cash by the owners and had left the hole in the front yard which gave access to the pipe [redacted] called another company which was then hired for a lesser amount to replace the sewer using the trenchless method [redacted] stated that the other company told her we shouldn’t have charged her so much to locate and clear her sewerAt this point she felt that she was not given enough options and that she paid too much for our servicesAfter discussing the job with her she agreed that we did an “okay” job of locating and clearing the sewer but was unhappy we didn’t give more options for replacement and that the hole dug to access the pipe was left openI agreed with [redacted] in the fact that we could have given more options for replacement and the tech should have communicated better about leaving the hole openThe hole was left open because the pipe had to be replaced and backfilling would have caused dirt to fill the pipe and plug the sewer againI told her that I would get back to her about what Bonney could for her to make things rightI called [redacted] Thursday the 22nd and offered to refund 50% of the total paid, $She agreed that this refund would resolve her dissatisfaction and satisfy her complaint with Bonney and to the Revdex.comToday October 23rd I am delivering the refund to [redacted] ." Sincerely, Sam We appreciate the being to work with [redacted] to a happy resolution on thisWe value each opportunity to serve a client and strive to make doing business with Bonney a great experienceThank you, [redacted] President, Bonney Plumbing [redacted] Sent on: 10/23/7:29:PMSent by:

RE: Complaint # [redacted] Thank you for bringing this situation to our attentionI see that we installed your unit in July and that you reached out to us in April regarding your filters not being orderedFirst and foremost I would like to apologize for your concern slipping through the cracks on our end as well as the inconvenience we have caused youWe value our customers and above all else, providing excellent customer service is our top priorityUnfortunately sometimes things do happen and we are grateful to the Revdex.com for being a resource to help facilitate a conversationWe would like to address and resolve the situation, so we have reached out to you by phone as well as email, however we have not received a response as of yetPlease let me know how to contact you so we are able to make things right Thank you, [redacted] CEO, Bonney Plumbing [redacted]

Responding to complaint regarding *** ***:In August, we installed an HVAC coil, condenser with refrigerant lineset and enlarged return air duct and grill. The existing furnace was not changed. We did have multiple trips out to home and failed to deliver the Star service that our
customers deserve. Part of our failure was due to code issues with the existing furnace. We should have noticed this and recommended the changes prior to doing any work. We also failed by not fixing everything correctly the first time. We have made a few personnel changes and have also tightened a few processes like photo verification of the work performed. As for the permit process and the missteps here, we pull on average 15-permits a day. These come from of different permit offices that provide governance in our work areas. We have a solid team that purely focuses on the various stages of this90% of the time, the process is seamless because of their hard work. We have just expanded our team in order to help with our growth and expanded work load. We did make the corrections to the system including at no charge the code upgrades required for existing furnace. Everything has now passed all of its inspections. Additionally, Ms*** requested that we reimburse her for the lost wages tied to taking time off of work. We did that plus another 30% hoping it might help with some of the frustrations that we caused. Ultimately, this isn’t what we want our customers to experience when doing business with us. We appreciate Ms*** allowing us the time to correct this and apologize for the time and troubles that she experienced. *** ***, CEO

To Whom It May Concern:We apologize for the frustration that *** *** experienced with our company. We truly desire that choosing to do business with us is easy and enjoyable. Apparently, we missed that here. *** *** has been a long-time customer of Bonney and
regret that we created this concern.I have verified that all charges requested by *** *** have been refunded to her credit card and that the Membership has been cancelled. Regarding the complaint that she was charged again in August… That is incorrect. The reference that she should see on her statement is actually a credit of the June charge as she had requestedI have attached a summary of our merchant account statement for verification. I do realize that it took another cycle (July) for accounting to cancel the agreement Again, I apologize for the delay in this processAs a token of our desire for customer service, I have issued a refund for the other months of monthly payments for 2015. This will be mailed out as a check to the address on fileWe’d love the opportunity to serve *** *** in the future and will use this to improve our communication paths internally and with our customers.Thank you,*** *** ***, Bonney Plumbing, LLC

Dear *** ***,Our Plumbing management team has been in contact with Ms*** on 8/4/and 8/11/PG&E has agreed to the pressure increase and we have committed to having a satisfactory resolution for Ms*** no later than 8/30/We will be contacting Ms*** later today to
confirm the next steps.Thank you,*** ***Customer Care and Compliance ManagerBonney Plumbing Heating and Air***

I am rejecting this response because: I have not been notified by Bonney Plumbing that the loan was canceled nor confirmation that I would not owe both Bonney and the Finance company(*** *** *** ***) anything in the futureI will be happy with the result upon receiving both of these items in writing either mailed to my address or email. ***

I am rejecting this response because: I'm not sure how this all works, but I feel that is a lot of money when I'm told that the two parts that were fixed were partsThe tech was not here for more then minutesHow can that be 847.00? Then when I called back to say the parts were not working he charged me more dollarsFor the AC never to work why charge me more money? I would like to understand this.Thank you, *** ***

Dear Mr. [redacted],My Name is [redacted]. I have taken over the duties of [redacted]. I would like to absolutely get this matter resolved as soon as possible. [redacted] left notes in regard to Ms [redacted] concerns. She last noted that she sent a response to directly to...

you on 7/30/14 that stated she was having trouble posting to the web site and ask for your help. Not sure if you received that email or not. Her notes stated that on 7/20 we had gotten a call from her friend Chris who told us that he is an HVAC technician. He stated that he did repairs to fix the system. We where told that he would send us details of the repairs, but we never received and email. With her system being fixed, we are unclear as to how we can further help in resolving this issue. Please let me know what the next step is and I will gladly help. Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

To whom it may concern:    October 5, 2016 the home owner of [redacted] called Bonney Plumbing and requested service for a kitchen/laundry drain stoppage. When we arrived the owner explained that the kitchen sink had been plugged for a long time and that they were using buckets...

to dump the waste water down the front yard main sewer cleanout. The area around the clean out was covered in rotten food and waste water. The kitchen sink drain assembly was in such disrepair that our technician needed to cable/snake the drain from the laundry drain that tee’s into the kitchen drain. After removing the laundry stand pipe, he snaked the drain to clear the blockage. While snaking the line, he hit a hard area but was unable clear the drain. The technician made multiple attempts at this. He then used a smaller cable and made several additional attempts but this was also unsuccessful. At this point, the tech had been on site for several hours and had called his manager who also spoke the customer. The conversation that transpired was that there is an issue with the drain and it could possibly be broken, rotten or have roots in the line. The customer authorized an additional $158.82 and asked the technician to just to continue the cabling to see if this would eventually break through and solve the problem. We again attempted to clear the line multiple times. With every attempt the cable would go in a slight amount further so the tech would pull it out and then send it back in to go just a little further. After doing this many times at the customer’s request, the cable got stuck. He attempted to pull the cable back at which point it continued to get harder and harder to move. The more he attempted to get the cable in or out, the more it just locked up tighter and tighter.    At that point, the home owner was made aware of the situation and the technician called his manager to discuss options.    When a cable gets stuck in the drain there are usually only a couple reasons. First the drain line may have roots in it which have bound around the cable. When the roots bind up they create a mass similar to a rope and this makes it very difficult to clear. Most of the time we are able to retrieve the cable in this situation. A second scenario and most common is that the bottom of the old cast iron drain pipe is rotted out and now allows the cable to leave the pipe and get lodged in the earth surrounding the pipe. When this happens, there is no way to tell what is going on because we cannot see the head of the cable. We are only going by experience and feel at this point. When the tech was cabling in and out over and over to go only an inch or two every time he was most likely borrowing a hole through the earth. Because the line was full of waste water he could not tell what condition the pipe was in and when he pulled the cable back it was clean. In this case, if the line had been empty and he pulled it back after cabling through the earth the line would have had mud or sand on it.    The technician made every effort to remove the cable but was not successful. By this time, he had been on site from 9:15am to 3:30pm attempting to clear the line and attempting to remove the stuck cable.  He spoke to his manager again and then to the homeowner about the cable getting stuck. He explained to the owner that at this point the there are three options, one was to cut open the slab floor and replace the pipe, one was to do a full pipe replacement, and the other option was to leave the cable and just cut the cable off near the pipe. We discussed that a spot repair in the slab which would mean cutting only a small hole in the slab and cutting the pipe open to get the cable out. The issue with this was that when the pipe is that if the pipe is rotten and if there is not a pipe in good condition to make a connection to after cutting it open, then we would have to go to the bigger and more expensive repair. There is could not be a guarantee that this less expensive repair on the pipe could be made until we made the cuts in the slab. We also explained that the best option with a house of its age would be to completely replace the pipe.  This would consist of cutting the slab open all the way across the house. For the owner, this was not an option he wanted to do.   After our technician was there 6 hours on site the customer made the decision to cut the cable and leave it, but they refused to pay any more than $295 because the cabling was unsuccessful. The customer said they would think about the estimate to replace the line because they understood a repair was not a viable option.  We gave them the replacement options and was prepared to do the work if they decided to authorize the repairs.   With no communication for more than seven months, we assumed the customer went with another company to fix the issue.    Once we received the Revdex.com complaint, the plumbing manager called the owner to attempt to resolve the complaint. We agreed to send another technician and assistant to try and get the cable out.  Although our technician was allowed to try, we were still unable to get it out. At this time, Customer threatened that he could hire a lawyer for $5,000 or we could re-pipe it for $5,000. This was not a viable option as our cost is considerably higher than the $5,000 for this project.   Section 18 in Terms and Conditions of our contract with the customer clearly states: Owner recognizes that aged and deteriorated plumbing, heating and air conditioning equipment, fixtures, piping and appurtenances many no longer be serviceable, and agree to hold Bonney harmless for any damage or destruction to those items as a result of these conventional repair efforts.   We would love the opportunity to fix this problem for the customer.  We feel that we have tried to do what is professional and right by the way of the customer.  We are willing to refund all the money that the customer has spent with Bonney on this ($295) and take $2,000 off our original estimate to repair the line.     Please feel free to call me to discuss any other factors or options that could lead us to a positive resolution for this situation.   Thank you,   [redacted], CEO Bonney Plumbing LLC

Although we strive for perfection, we do occasionally mess up.  This is one of those situations.  As the customer indicated, the original estimate is not what was needed when we got into the job. Unfortunately, this wasn’t noticed or corrected before being brought to our...

attention months after the fact.  When notified, we contacted Mr. [redacted] and discussed a resolution.  We obviously owe the customer a credit for the difference in the trenching.  It is our desire to create happy customers.   We have contacted the finance company and have cancelled the contract and will ensure that no money is owed by the customer.  Additionally, we will still honor all warranties and guarantees that came with the work provided.  We regret that this happened and would love the chance to earn their business in the future.

Please find attached signed document.

RE: Complaint #[redacted] Thank you for bringing this situation to our attention. I see that we installed your unit in July 2009 and that you reached out to us in April 2016 regarding your filters not being ordered. First and foremost I would like to apologize for your concern slipping through...

the cracks on our end as well as the inconvenience we have caused you. We value our customers and above all else, providing excellent customer service is our top priority. Unfortunately sometimes things do happen and we are grateful to the Revdex.com for being a resource to help facilitate a conversation. We would like to address and resolve the situation, so we have reached out to you by phone as well as email, however we have not received a response as of yet. Please let me know how to contact you so we are able to make things right.  Thank you, [redacted] CEO, Bonney Plumbing [redacted]

We absolutely want to make every effort to resolve thisissue. To answer your question  about the $837 charge, you were charged$369 for the duel capacitor, $369 for the start assist, an $99 for the Bonneymaintenance program. As for the $89 diagnostic fee for the next visit after theoriginal visit, it is agreed that we can refund that to you. If you are wantingany further refund, we will need the information for where you got the price ofthe parts, what parts were ordered, the license number of your friend who isthe technician, and what work he did. Once we receive this information, we willbe happy to take a further look into this in effort to come to a moresatisfactory resolution.   Thank you,[redacted]Tell us why here...

I am rejecting this response because: This is an ongoing issue that has not been fully resolved as of 8/21/15. I am working with Bonney Plumbing on a satisfactory resolution, which once achieved will result in acceptance and closure of original complaint.[redacted]

After speaking with Mr. [redacted] regarding this concern and the communication involved between the technician and Brother-in-Law it is clear that there was a breakdown in the communication during and after this service visit.  I regret that it got to a point that it did without...

the ability to clear up the details to avoid the frustration that the [redacted] experienced.  However, I completely disagree with the allegations that we misled Mr. [redacted] in any way on this service visit or sales call. Regarding the service visit: The fan motor was over-amping and barely spinning.  This was indicated on the invoice and was verified by the subsequent tech from second company.  The compressor was also running at an extremely high amperage.  The technician discussed this as possibly caused by the motor failure but he couldn’t be certain.  The other components recommended are items that we recommend replacing when we replace a compressor (liquid line filter dryer and contactor).  The only repair that was NEEDED to get the unit running was the motor for $625.  This was detailed on the invoice and discussed with the Brother-in-law. Our technician offered to have a Salesman come out to go over replacement options on this 11-year-old system.  This was agreed upon and they decided to do so before making a decision regarding the repairs.  During this visit our Salesman offered replacement options.  This was the reason that he was there.  He was not there to verify if the unit “needed” to be replaced.  The pricing is based off of what options that were chosen or what system requirements are dictated by the design of the home.  The financing options that were offered included an option for the PACE financing program.  This is just one of our financing options.  It’s not for everyone, but many people find that this is a great way for them to qualify for a new system without tying up available credit from credit cards or other credit lines.  This program is used all over California and is not unique to Bonney.  The insinuation that WE would place a Mechanics Lien on the property is incorrect as we are not the provider of the loan.  We get paid and our PACE financing provider will be the holder of the lien and the note.  Again, this isn’t for everyone and was only one of the options that we offer for financing.  I’m glad that Mr. [redacted] got his fan motor replaced and the unit is currently working to his satisfaction. I regret that we weren’t able to clear this up prior to this.   Although our diagnosis of the failed fan motor proved accurate, I have refunded the $54 from the service call visit.  Hopefully, we will get a chance in the future to work with Mr. [redacted] in the future.  I’ll make sure that we continually work to improve our communications so that we more clearly lay out the consumer options and give a better channel for clearing up mis-understandings. Thank you,[redacted]General Manager, Bonney Plumbing, Heating, and Air Conditioning

Response:RE: Complaint #[redacted] The following is an account from our Plumbing Manager: "After several attempts to contact [redacted] during the week of October 14th I was finally able to reach her by phone on the 20th.. We had a good conversation about the work that we performed at her home; her...

account of what had happened; and where we missed the mark that kept her being 100% satisfied. [redacted] agreed to allow me to go out to her house and see for myself what was done and what we proposed to do to fix the problem. On Wednesday the 21st, I met [redacted] at her house and went over the work she authorized and what we actually did. We discussed the plugged sewer and the lack of cleanout/ access for the sewer lateral, and that the least expensive way (standard flat rate $385) to locate the sewer was from the roof top sewer vent. We also talked about locating the pipe and clearing the sewer blockage. To access the pipe, we had to dig it up and break a small hole to gain access for cabling. At this point in time, we found the pipe was a type called Orangeburg. This pipe is a known problem in our business. It was determined at this time that because the pipe was in such poor condition it required replacement. After cabling and clearing the blockage our tech gave an estimate for an open trench sewer replacement and gave a quote of $5800. At this point in the call, the decision was made they were done with our services and the tech left. The technician was paid cash by the owners and had left the hole in the front yard which gave access to the pipe. [redacted] called another company which was then hired for a lesser amount to replace the sewer using the trenchless method. [redacted] stated that the other company told her we shouldn’t have charged her so much to locate and clear her sewer. At this point she felt that she was not given enough options and that she paid too much for our services. After discussing the job with her she agreed that we did an “okay” job of locating and clearing the sewer but was unhappy we didn’t give more options for replacement and that the hole dug to access the pipe was left open. I agreed with [redacted] in the fact that we could have given more options for replacement and the tech should have communicated better about leaving the hole open. The hole was left open because the pipe had to be replaced and backfilling would have caused dirt to fill the pipe and plug the sewer again. I told her that I would get back to her about what Bonney could for her to make things right. I called [redacted] Thursday the 22nd and offered to refund 50% of the total paid, $192.50. She agreed that this refund would resolve her dissatisfaction and satisfy her complaint with Bonney and to the Revdex.com. Today October 23rd I am delivering the refund to [redacted]." Sincerely, Sam We appreciate the being to work with [redacted] to a happy resolution on this. We value each opportunity to serve a client and strive to make doing business with Bonney a great experience. Thank you, [redacted] President, Bonney Plumbing [redacted]Sent on: 10/23/2015 7:29:22 PMSent by: 24.251.242.18