Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ Dear ***, Thank you for your concernI could understand how the price of an install that was close if not more than a unit you had bought would be unexpectedTypically this job is performed by the appliance company you had bought the unit from, but I understand not all appliances are not bought in this fashion and is requiring separate install The way we go to business is not necessarily cheap, especially when we drive around vehicles loaded with stock while insuring that vehicleUnfortunately, these jobs we cannot perform at the same price as a shop that just does installs or has much less cost into a house visitHowever, that cost allows us to be extremely efficient and to have technicians that are up to date on all code requirements all the time I am willing to return your $I will make sure that goes out as soon as possible Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , Thank you for this reply I appreciate you returning the $- please let me know when I should expect that, as of 3/I have not seen anything in the mail nor a credit to my card However, my greater concern (and reason for the formal Revdex.com filing) was that Bonfe will change the way similar jobs are quoted/handled in the futureFrom these particular statements in your response, it sounds to me like Bonfe doesn't focus on the type of install I was looking for: "Typically this job is performed by the appliance company you had bought the unit from" (Bonfe) "cannot perform at the same price as a shop that just does installs or has much less cost into a house visit" If that's the case, then you need to be up front with customers on the phone about thatIt's not ethical to say the job will be quoted on site - at least without forewarning the customer that Bonfe's cost may be 3x-4x the cost of a shop that does a lot of installs Please consider this in your customer service practices, and let me know when I can expect my refund Thank you, [redacted] Final Consumer Response / [redacted] (4200, 14, 2015/04/08) */ As of yet I've not received the money, nor do I have an expected timeframe from Bonfe on receiving it, and I guess I don't really consider this issue closed until I do
Initial Business Response / [redacted] (1000, 5, 2015/02/26) */ Mr. ***, I sincerely apologize that you were not contacted by Bonfe right away. This is the first I have personally been made aware of your situation. Typically, we take pride in being able to respond to customer questions within 24... hours of the original inquiry. Obviously, we failed to do so in your circumstance and we will need to re-examine the way our messages come in through our customer service department and how they are corresponded to the appropriate manager. As for your actual boiler issue, I am inclined to agree with you that our original diagnosis was incorrect and you are, in fact, entitled to a refund of your original $215 spent on your boiler system. I will certainly take this issue up with the technician who visited your home and work with him about how he can improve his abilities. Your refund will be processed in the form of a physical check sent out in the mail. Again, I apologize for both the incorrect diagnosis and lack of a prompt reply on our end. Thank you for bringing this matter to my attention and for pointing out ways that we can continue to improve. Thank you, [redacted] HVAC Service Manager
Initial Business Response /* (1000, 5, 2015/03/04) */
Mr***,
I appreciate you taking the time to bring this matter to my attentionI apologize sincerely if we missed any of your previous correspondenceI had my customer service department look through their email records to attempt to
find any record of your previous email and they were not successfulThis is the first that this matter has been brought to my attention
I am sorry to hear you had such a difficult experience with Bonfe while attempting to get your furnace repairedThe technicians who were at home (one was a trainee just observing) made repairs to your flame sensor, ignitor, and pressure switchI discussed this matter with our Senior Technical Advisor to get his insight about whether he felt the diagnosis was correct, since I was unable to ask the original technician as he is no longer with our companyOur Technical Advisor felt there was potentially a misdiagnosis on our end and the original tech should have been more thorough when examining your system
Because of this, I would like to offer you a full refund for the all of the work completed on your system, including the original $service chargeI felt that the level of service you experienced was not up to our company standards and feel you should be entitled to a full refund of that payment ($815)
I again sincerely apologize for the poor experience you have gone through and I hope you will give Bonfe another chance to prove to you the level of service we expect our technicians to provide
Thank you,
***
HVAC Service Manager
Initial Business Response /* (1000, 5, 2015/03/14) */
Dear ***,
I am sorry to hear of your disappointment in how we run service callsIt certainly is typical for other companies to provide estimates over the phone, however, most of the time that is no good as it changes once the technician
diagnoses the problem on siteWe have decided a long time ago that we would remove unexpected differences in payment from the equation and provide on the spot estimates onlyWhen it comes to this industry there are lots of unknowns, especially with the strict codes our technicians have to follow with different municipalities
I am willing to return your $89, but do hope that you can see why we perform bids the way we do
Thank you,
***
Service Manager
Initial Business Response /* (1000, 5, 2015/03/03) */
Dear ***,
First of all I apologize for not getting back to you right away after your callI was out of town with little service in MichiganI am very sorry to hear of your dissatisfaction with our service provided to youI have gone over
the account and all the visits that were made, including all the notes that were recorded by each technicianI can assure you that the technicians that were there are knowledgeable in the fieldSometimes they can come across a troublesome unit that shows signs of common issues that they repair every dayIt sounds like that was the case at the beginning of this service
We charged for items, the gas valve and to pull and service the burners and cleaning the sensorPulling and servicing the burners is a common repair for this situation and I find that justifiableNext we replaced the gas valve as our technician found that to be defective, this can also be a good reason for a weak pilotThere are only so many parts to a water heater that can be replaced before turning to the proposal of a new unit, or looking at the venting and supply which is where we were headedIn the case we could not repair after enough effort, we apply all these costs to a new unit through us
We had many techs out to try and figure out the problem with your unitThe other companies you stated only provided you bids for a new one while we attempted to perform the repair
I would suggest contacting the original installer of this unit, or looking into your manufacture warranty as it sounds like this has only been there for monthsIt is possible that you received a defective water heaterI have seen it happen before
If you would like to no longer continue your monthly plan with us, I can understandGive us a call and we can get that taken care of and refund you for the few months service fees
If there is anything further, you can call in and ask for ***
Thank you,
*** ***
Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This whole deal was a nightmareMy biggest issue was the state that the last tech left my water heater inSimply putit was in such condition that I had no choice to replace the water heater2) By their own admission at least tech was outside their element with this water-heaterThis was a sealed combustion direct vent water heaterThe company probably should have sent an HVAC tech out after the 2nd or 3rd plumber, as this type of venting/combustion is much more common with today's furnacesAlso a weak pilot light was not the issueThe pilot was fine, the burner would go outAfter the fact the Manufacturer indicated that this is a common symptom of a bad exhaust pressure switchIf Bonfe's considered that this may be a warranty issue, why was there not more communication with the manufacturer? The attitude of the last service tech is also at issue hereHe simply threw his hands up and left, again leaving the water heater is such condition that 1, I could not verify if he actually completed the work he said he did and 2, I have no choice by the replace the unitThe unit was not fully reassembled, and this is the primary reason no other company would touch it
Final Business Response /* (4000, 12, 2015/04/13) */
Dear ***,
I stand firm on the resolution I provided in my previous reply for the reasons listed thenI still believe we provided the proper repairs in regards to the symptoms of the water heater
Thank you,
***
Hello [redacted],I did reach out to you via a voicemail message and email on Monday the 28th, stemming from your initial call at 4:40 Friday afternoon the 25th. I have received your email from last evening and have replied to you to get this resolved. I can also be contacted by phone at...
###-###-####. We also pulled up your phone calls with our customer service representative Heather from Friday and have listened to the conversations. Thank you,Aaron [redacted]Sales Manager
Hi [redacted],I would like to apologize and offer to speak with you directly. Please call me at your earliest convenience so I can help resolve this matter for you. Thank you.Nate [redacted]Service Manager###-###-####
I am rejecting this response because: Your response should be posted here. I have been advised to stop responding to your emails unless they are posted here. That is the point of contacting the Revdex.com. Your recourse is to send another tech out to tell me there is nothing wrong with my furnace. I have had a total of nine here in the past two years who have said that. The last one I had one of your people here in my home, he literally said there is nothing wrong with your furnace, you should buy a new one. So based on that one statement what should I think about you or your company.Everything I have been told is false, you have no paperwork to back up your claims about anything you have done here.
[redacted] <[redacted][email protected]>Complaint for Bonfe's9 messagesAaron [redacted] <[redacted]>Mon, Mar 28, 2016 at 10:43 AMTo: "[redacted][email protected]" <[redacted][email protected]> Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com [redacted] <[redacted][email protected]>Thu, Mar 31, 2016 at 3:02 PMTo: Aaron [redacted] <[redacted]>I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you.Let's back up. When I called I was looking for all documentation on every service your people have done in my house.November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair.Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about.At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out.Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years.You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward.On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> [redacted] <[redacted][email protected]>Thu, Mar 31, 2016 at 3:02 PMTo: Jackie [redacted] <[email protected]>Sent from my iPadBegin forwarded message:From: [redacted] <[redacted][email protected]>Date: March 31, 2016 at 3:02:17 PM CDTTo: Aaron [redacted] <[redacted]>Subject: Re: Complaint for Bonfe's[Quoted text hidden]Aaron [redacted] <[redacted]>Fri, Apr 1, 2016 at 9:32 AMTo: [redacted] <[redacted][email protected]> Hello [redacted], Yes, I have received your Revdex.com complaint and I have 10 days to resolve the issue, and a resolution is my main goal here. Can you confirm that the attached picture is your old furnace for me? Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com From: [redacted] [mailto:[redacted][email protected]] Sent: Thursday, March 31, 2016 3:02 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you. Let's back up. When I called I was looking for all documentation on every service your people have done in my house. November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair. Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about. At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out. Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years. You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward. On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam [redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....jpg76K [redacted] <[redacted][email protected]>Fri, Apr 1, 2016 at 11:01 AMTo: Aaron [redacted] <[redacted]>YesSent from my iPadOn Apr 1, 2016, at 9:32 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Yes, I have received your Revdex.com complaint and I have 10 days to resolve the issue, and a resolution is my main goal here. Can you confirm that the attached picture is your old furnace for me? Aaron [redacted] HVAC Sales Manager [redacted] <image4ef9b3.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image2f5719.PNG> <image87517e.PNG> <imagec152d2.PNG> <imagea2b204.BMP> From: [redacted] [mailto:[redacted][email protected]] Sent: Thursday, March 31, 2016 3:02 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you. Let's back up. When I called I was looking for all documentation on every service your people have done in my house. November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair. Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about. At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out. Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years. You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward. On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam <[redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....jpg>Aaron [redacted] <[redacted]>Fri, Apr 1, 2016 at 11:45 AMTo: [redacted] <[redacted][email protected]> [redacted], That is an 80% efficient furnace that vents directly up a metal ‘B’ vent furnace. All 90%+ efficient furnaces vent in PVCdirectly to an outside wall. A lot of code issues come into play when venting a 90%+ efficient furnaces. Many homes within the metro simply cannot have high efficiency furnaces installed due to these constraints. Due to your gas bills increasing with a matching efficient furnace does not make any sense. I would like to send a tech out to make sure all gas components in the home are working as designed. I can do that for no charge to you. As far as the crack in your heat exchanger, we had two tech’s Altin and Trevor who verified that the crack was present. Please review our heat exchanger policy http://www.bonfe.com/heating/furnace/heat-exchanger-policy/ to give you a better understanding of why we have to shut your gas off and condemn furnaces when they are not safe to operate. Looking at the attached summary and findings proposal. Trevor priced out your furnace at $6,967 and if you were on our maintenance plan the cost or POM price would be $5,922, then he subtracted repairs made in 2013 of $1,052. Does this seem correct? I have no documentation stating you signed up on our plan when the furnace was sold to you. If Trevor made a mistake here please let me know, we have not charged you any monthly amount to be on our plan. Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com From: [redacted] [mailto:[redacted][email protected]] Sent: Friday, April 01, 2016 11:02 AM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's Yes Sent from my iPad On Apr 1, 2016, at 9:32 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Yes, I have received your Revdex.com complaint and I have 10 days to resolve the issue, and a resolution is my main goal here. Can you confirm that the attached picture is your old furnace for me? Aaron [redacted] HVAC Sales Manager [redacted] <image4ef9b3.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image2f5719.PNG> <image87517e.PNG> <imagec152d2.PNG> <imagea2b204.BMP> From: [redacted] [mailto:[redacted][email protected]] Sent: Thursday, March 31, 2016 3:02 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you. Let's back up. When I called I was looking for all documentation on every service your people have done in my house. November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair. Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about. At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out. Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years. You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward. On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam <[redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....jpg> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam [redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....pdf166K Aaron [redacted] <[redacted]>Fri, Apr 1, 2016 at 11:48 AMTo: [redacted] <[redacted][email protected]> My apologies, this is the Sum and Findings form. Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com From: Aaron [redacted] Sent: Friday, April 01, 2016 11:45 AM To: '[redacted]' Subject: RE: Complaint for Bonfe's [redacted], That is an 80% efficient furnace that vents directly up a metal ‘B’ vent furnace. All 90%+ efficient furnaces vent in PVCdirectly to an outside wall. A lot of code issues come into play when venting a 90%+ efficient furnaces. Many homes within the metro simply cannot have high efficiency furnaces installed due to these constraints. Due to your gas bills increasing with a matching efficient furnace does not make any sense. I would like to send a tech out to make sure all gas components in the home are working as designed. I can do that for no charge to you. As far as the crack in your heat exchanger, we had two tech’s Altin and Trevor who verified that the crack was present. Please review our heat exchanger policy http://www.bonfe.com/heating/furnace/heat-exchanger-policy/ to give you a better understanding of why we have to shut your gas off and condemn furnaces when they are not safe to operate. Looking at the attached summary and findings proposal. Trevor priced out your furnace at $6,967 and if you were on our maintenance plan the cost or POM price would be $5,922, then he subtracted repairs made in 2013 of $1,052. Does this seem correct? I have no documentation stating you signed up on our plan when the furnace was sold to you. If Trevor made a mistake here please let me know, we have not charged you any monthly amount to be on our plan. From: [redacted] [mailto:[redacted][email protected]] Sent: Friday, April 01, 2016 11:02 AM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's Yes Sent from my iPad On Apr 1, 2016, at 9:32 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Yes, I have received your Revdex.com complaint and I have 10 days to resolve the issue, and a resolution is my main goal here. Can you confirm that the attached picture is your old furnace for me? Aaron [redacted] HVAC Sales Manager [redacted] <image4ef9b3.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image2f5719.PNG> <image87517e.PNG> <imagec152d2.PNG> <imagea2b204.BMP> From: [redacted] [mailto:[redacted][email protected]] Sent: Thursday, March 31, 2016 3:02 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you. Let's back up. When I called I was looking for all documentation on every service your people have done in my house. November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair. Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about. At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out. Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years. You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward. On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam <[redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....jpg> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam [redacted] - MW - Bonfes - Sum of Findings.pdf87K [redacted] <[redacted][email protected]>Fri, Apr 1, 2016 at 8:19 PMTo: Aaron [redacted] <[redacted]>So your people were held up on code issues? That was your big problem. Right? So send me a picture of the crack or explain to me how a crack is a perfect circle a cm in diameter. Explain that to me?Sent from my iPadOn Apr 1, 2016, at 11:48 AM, Aaron [redacted] <[redacted]> wrote: My apologies, this is the Sum and Findings form. Aaron [redacted] HVAC Sales Manager [redacted] <imagef90073.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image40dab3.PNG> <imageb85604.PNG> <image41c0ff.PNG> <image93155e.BMP> [Quoted text hidden]<[redacted] - MW - Bonfes - Sum of Findings.pdf>Aaron [redacted] <[redacted]>Fri, Apr 1, 2016 at 8:36 PMTo: [redacted] <[redacted][email protected]> Yes we were. If we could have provided you the highest of efficiency at a higher dollar amount, I assure you we would have. Again, venting high efficiency furnaces is simply not attainable in some situations. A perfect circle crack means and eyelet from your heat exchanger popped out. That is very common in older heat exchanger designs. You can find several examples on line. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com From: [redacted] [mailto:[redacted][email protected]] Sent: Friday, April 01, 2016 8:20 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's So your people were held up on code issues? That was your big problem. Right? So send me a picture of the crack or explain to me how a crack is a perfect circle a cm in diameter. Explain that to me? Sent from my iPad On Apr 1, 2016, at 11:48 AM, Aaron [redacted] <[redacted]> wrote: My apologies, this is the Sum and Findings form. Aaron [redacted] HVAC Sales Manager [redacted] <imagef90073.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image40dab3.PNG> <imageb85604.PNG> <image41c0ff.PNG> <image93155e.BMP> [Quoted text hidden] <[redacted] - MW - Bonfes - Sum of Findings.pdf> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam
Initial Business Response /* (1000, 5, 2015/12/03) */
Thank you for addressing your concerns with us. After reviewing the job notes and discussing it with both of the technicians, we have come to the conclusion that the furnace was indeed unsafe to be used and left inoperable. I am more than happy...
to refund you the $89 service charge to your mastercard. We take these issues with carbon monoxide very seriously. We would also be more than happy to return to prove our findings at no additional charge with the other company you had out. If we were wrong, our policy is to also provide you with a $100 visa gift card. In the meantime, if you take us up on the offer or not I am refunding the $89 service charge to your mastercard. Thank you.
Sorry for any inconvenience. We have mailed a check for $420 out to the customer on Friday, July 1st. With the delay of the holiday weekend The customer should be receiving this check any day now. Thanks,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2015/07/28) */
To whom it may concern,
The charge to Mr [redacted] of $112.00 was valid as explained to him and to the Atty General Office. This was the savings in pricing as he had signed up for the Plan to gain the additional discount. The customer elected to...
cancel his plan with us early , as the commitment is annually, therefore he was obligated to repay the discount. He even took advantage of the plan by having his equipment serviced at no charge. Customer still received unpaid benefits as identified in the attached letter.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
None of Bonfe's responses to date have addressed my complaint. They have not addressed:
1) High-pressure sales tactics employed when my family was in distress, to sell the "Peace of Mind" plan;
2) Misrepresentation of the "Peace of Mind" at the time of sale by Mr. Sam [redacted];
3) Receipts that are not itemized and hidden fees that are not detailed anywhere in the "Peace of Mind" contract terms ("additional fees" clause in the contract)
Bonfe can effectively claim a "discount" whenever they choose because they do not itemize. As a consumer, I never know the full cost of what I am paying.
Bonfe did not render the "Price Book" at the time of my service. This is another misrepresentation by the company.
Bonfe claims that I "took advantage" of the plan by having someone check my A/C; this is besides the point, because I did not find out about the hidden fees until I canceled the plan.
Bonfe's responses to date are the complete opposite of the Revdex.com's values of trust. As a consumer, I trusted them when I called them to my door to make a fair and complete assessment of my furnace. Instead, they pressured me into signing up for a plan with hidden fees and cancellation costs. I am contacting the Revdex.com to hold this business accountable.
Final Business Response /* (4000, 10, 2015/08/04) */
E-MAILED MS. [redacted] MEDIATION COORDINATOR
Initial Business Response /* (1000, 5, 2015/10/21) */
[redacted],
Thank you for expressing your concerns from our recent visit to your home. This is very concerning with this huge discrepancy in parts per million of carbon monoxide from Xcel's sub contractor. This is something we take very seriously! ...
After reviewing the notes and having a discussion with my technician we would love to prove to you his orsat readings while YOU are at the home. His findings in your old natural draft furnace are unsafe. We use the industries recommended diagnostic equipment for our customers safety. If he or his readings are wrong we will refund all of your investment with Bonfe and give you a $100 visa card for your troubles. We also invite Xcel to be there at the same time to ensure your complete confidence. Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am willing to have a Bonfe tech come back and the xcel energy gas emergency technician at the same time if they are able to do it on a day that works for me. At this time, I can do this Thursday, October 29 or Tuesday, November 3. I am curious to find out why these two readings are so drastically different and would like to get to the bottom of it so I really know if I need a new furnace or not.
However, This response does not address my concerns regarding the pricing and the supposed $2,000 credit or the type of furnace I was quoted being incompatible with my heating system.
Final Business Response /* (4000, 9, 2015/10/26) */
[redacted],
Great! We look forward to solving this for you. Either of the those dates work for us, so please just let us know of a specific time that works best for you. I will have dispatch contact you this afternoon. Thank you for this opportunity.
Final Consumer Response /* (2000, 11, 2015/11/05) */
I am rejecting this response because:
Hi AaronThank you for finally responding to me . While I understand that we have differing opinions in what a home warrantee is (everything in a home is pre-existing) I still believe I was over charged, warrantee aside. Drew's quote was a range depending upon the work that was needed. He said it would be determined after they got into the machine. He included in the scope having a separate crew come out to do sheet metal work due to the way the AC was situated in the house. In no instance was that not included in the scope. When the work was completed, due to my husband moving the panel, no sheet metal work was done. Additionally, Drew was the one to find the machine the second day by doing less than 2 hours of work to get the AC functioning again. This was much less than the 4-6 hours he said it would take.I also think that the customer service that your company provided from management on down to the phone staff was bad. when your technician, your clients and your customer service agents can not get management on a call that is not okay. I also have issue with the fact that your rep called to say you all could not come out after you took my money. Then for you all to say that you would need to have the guy that does the sheet metal would have to come out the next day reiterated the fact that was considered in the scope of work needed. If Drew was able to make it function why didn't he do that the first day?At no point has anyone appologized for any of this I would still like to be reimbursed for the work that I was over charged .[redacted]
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
According to my records, I see where he has called me the first time to tell me this was completely my fault, and asked me for my credit card statement. I called him back as he had not received it. I re-emailed it to him and confirmed that he received it, and gave him my hours that I'm available to talk. Which for the 6th time are before 8 AM, 12-1pm, and after 5 CST. I received 2 voicemails from him afterwards at 2pm and 9 am, but I have never received a call from him during my available times, and I am in a work environment where I am unable to take personal calls while I am working. My availability has been explained to him multiple times, by email and voicemail.
I as well have attempted to reach out to him by phone, but this is to no avail, as he doesn't answer the phone, and his hours state from like 8am - 3:30pm or something. I'm still awaiting an email, text message or voicemail from him indicating what the next steps are, as I've left in my voicemails that email is probably the best way to get a hold of me, but he must not be listening to that since I'm not a preferred customer.
This seems to be the only way I can get a hold of anyone in your organization to get an actual response. There has to be some sort of at fault here, when this whole thing started the supervisor of whoever I was speaking with through the billing department contacted the sales representative, and he stated that he did promise the 0 payments and 0 interest for 12 months with the Wells Fargo Financing. I also have a witness to account for this verbal transaction he gave me. This is not a "he said, she said" as Charlie likes to put it. This was confirmed by employees in your company.
I have attached his "contact" with me in the form of a word document. As you can see, he took the time to write a very minimalistic description and did not reply back indicating that he would be able to call me within my available hours.
Please before you state that you have exhausted ALL options to contact, please really do, because I'm still waiting on a phone call or email from him.
In regards to the financing, the sales rep pushed me through the disclosures, when completing the application, I saw the outrageously high interest rate, but the 0 interest if paid before 12 months, to which I asked 5 times that the interest and payments would be waived, to his response that it would be. As working in the banking industry, I know that it is not typically offered, so I took him for his word. He guaranteed me that there would be the 0 months 0 payments for 12 months, and this did not happen. He even went out to the van to make the call home to verify. Whether or not he actually called the finance department I have no idea as he went to his van. I do have a witness for this as well, and it was also confirmed by your finance department in around September or October.
He railroaded me into the sale for the equipment, also completed my application for credit through Green Sky after I cancelled the application. All in all, this has been a really unprofessional experience and I know who not to go through in the future.
Since clearly you are not willing to take a single bit of the blame, I will keep this going until some sort of resolution is shown. A business that is supposed to be respected and care for its customers does not act like this. I have a home warranty, furnace and air conditioner through you, do you only care about my needs if I'm paying you money? Or is it since you already received your money from Wells Fargo you don't care. This is exactly what your CFO has indicated in the multiple emails I have received from him.
I want you to take responsibility for dropping the ball here. Honestly, I don't expect you to pay the whole amount, however, you are responsible for a good portion of this bill I have and it's not getting any smaller.
(Bonfe Email String.docx)
Initial Business Response /* (1000, 6, 2014/12/24) */
Ms. [redacted],
The issue of a cracked heat exchanger is not something we take lightly at Bonfe. It can be a potentially dangerous situation if left undiagnosed. Likewise, telling a customer that their furnace is in need of either a major...
repair or total replacement is also an issue of great importance and it's a situation we approach with extra sensitivity. On a typical repair call to an older furnace such as yours, a technician will often start the procedure by checking the heat exchanger. If there are any cracks or leaks, it is not necessary to continue on with review of the other furnace components as the furnace will likely need to be shut down. We abide by the AGA (American Gas Association) standard that any crack, regardless of size, is potentially dangerous to your home and will likely require us to shut down the furnace and addressing the issue before restoring it to working order.
In your situation, as is standard protocol, our technician in your home started by checking the status of the heat exchanger. Our technician determined there was a crack near a dimple in the heat exchanger. He then made the determination that either the heat exchanger or full furnace must be replaced as there is no way to repair a heat exchanger once it has been cracked. After receiving another estimate from a different organization, you had conflicting reports about the status of the furnace. While we certainly respect your right to receive second opinions, we do also stand behind our technician's work as they are highly trained and experienced. After a brief phone conversation with you, we at Bonfe offered the chance to come back out to your home and prove our work. We not only offered to have a different technician of our own come out, but the HVAC service manager also personally offered to be present in the home as well. We also encouraged you to have the other company present as we believed that strongly in our technician's original diagnosis. If for some reason our technician made an incorrect determination on your heat exchanger, we additionally offered not only to refund your service fee with Bonfe, but also refund you for any service fees the other company would charge you. Since we did not hear back from you, we assume this offer was declined by you.
While I certainly understand the confusion and frustration behind receiving multiple diagnoses, we absolutely will stand behind our technician's work.
[redacted]
Service Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
True, you did "offer" to come back out but only if I PAID you and PAID another technician from another company. I have had 4 different reputable companies out now and none have located this "supposed" crack in the heat exchanger and ALL have reported that Bonfe is "known" in the business for diagnosing problems that do not exist in order to sell furnaces. I have also filed a complaint with the attorney general and apparently I am not the first to do so against Bonfe. I want my $89 back and will not stop until I get it.
Final Business Response /* (4000, 10, 2015/01/19) */
Ms. [redacted],
It appears we are not able to come to a common ground on this issue. As a one-time courtesy, we are prepared to refund the $89 to you. This is in no way an admission of any wrongdoing on our part, but we simply want to resolve this matter for you. This one-time refund will be in the form of a physical check in the mail.
Thank you,
[redacted]
HVAC Service Manager
Initial Business Response /* (1000, 5, 2016/03/15) */
Thank you for informing us as to how the service call was handled by our tech. This is not how our process is suppose to work.We do want to make sure on each and every call make sure our techs are looking at each issue before giving a quote as...
to how much the job may cost. That is the process in which we are to operate and it is also why we don't quote prices over the phone for each case may be different. If our tech did not spend the time looking at each issue and simply gave you a quote based on what you said I apologize for that and would without a second thought had I heard from you I would have refunded the service fee to you. We appreciate your feed back and would like to refund your service fee for the tech not following company policy.
Initial Consumer Rebuttal /* (2000, 6, 2016/03/15) */
Initial Business Response /* (1000, 5, 2015/02/26) */
Mr. [redacted],
I sincerely apologize that you were not contacted by Bonfe right away. This is the first I have personally been made aware of your situation. Typically, we take pride in being able to respond to customer questions within 24...
hours of the original inquiry. Obviously, we failed to do so in your circumstance and we will need to re-examine the way our messages come in through our customer service department and how they are corresponded to the appropriate manager.
As for your actual boiler issue, I am inclined to agree with you that our original diagnosis was incorrect and you are, in fact, entitled to a refund of your original $215 spent on your boiler system. I will certainly take this issue up with the technician who visited your home and work with him about how he can improve his abilities.
Your refund will be processed in the form of a physical check sent out in the mail. Again, I apologize for both the incorrect diagnosis and lack of a prompt reply on our end. Thank you for bringing this matter to my attention and for pointing out ways that we can continue to improve.
Thank you,
[redacted]
HVAC Service Manager
I left a message today with *** apologizing for the service she received This is not the Bonfe way and I explained to her that I would refund her for all services she felt was deserved.I have read in her complaint that she would like $300.00 refunded and that is what Bonfe will do. today I...
will send a email to finance to send a check out as soon as possible. On behalf of Bonfe I am sorry for any inconveniences this may have caused.
Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ Dear ***, Thank you for your concernI could understand how the price of an install that was close if not more than a unit you had bought would be unexpectedTypically this job is performed by the appliance company you had bought the unit from, but I understand not all appliances are not bought in this fashion and is requiring separate install The way we go to business is not necessarily cheap, especially when we drive around vehicles loaded with stock while insuring that vehicleUnfortunately, these jobs we cannot perform at the same price as a shop that just does installs or has much less cost into a house visitHowever, that cost allows us to be extremely efficient and to have technicians that are up to date on all code requirements all the time I am willing to return your $I will make sure that goes out as soon as possible Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , Thank you for this reply I appreciate you returning the $- please let me know when I should expect that, as of 3/I have not seen anything in the mail nor a credit to my card However, my greater concern (and reason for the formal Revdex.com filing) was that Bonfe will change the way similar jobs are quoted/handled in the futureFrom these particular statements in your response, it sounds to me like Bonfe doesn't focus on the type of install I was looking for: "Typically this job is performed by the appliance company you had bought the unit from" (Bonfe) "cannot perform at the same price as a shop that just does installs or has much less cost into a house visit" If that's the case, then you need to be up front with customers on the phone about thatIt's not ethical to say the job will be quoted on site - at least without forewarning the customer that Bonfe's cost may be 3x-4x the cost of a shop that does a lot of installs Please consider this in your customer service practices, and let me know when I can expect my refund Thank you, [redacted] Final Consumer Response / [redacted] (4200, 14, 2015/04/08) */ As of yet I've not received the money, nor do I have an expected timeframe from Bonfe on receiving it, and I guess I don't really consider this issue closed until I do
Initial Business Response / [redacted] (1000, 5, 2015/02/26) */ Mr. ***, I sincerely apologize that you were not contacted by Bonfe right away. This is the first I have personally been made aware of your situation. Typically, we take pride in being able to respond to customer questions within 24... hours of the original inquiry. Obviously, we failed to do so in your circumstance and we will need to re-examine the way our messages come in through our customer service department and how they are corresponded to the appropriate manager. As for your actual boiler issue, I am inclined to agree with you that our original diagnosis was incorrect and you are, in fact, entitled to a refund of your original $215 spent on your boiler system. I will certainly take this issue up with the technician who visited your home and work with him about how he can improve his abilities. Your refund will be processed in the form of a physical check sent out in the mail. Again, I apologize for both the incorrect diagnosis and lack of a prompt reply on our end. Thank you for bringing this matter to my attention and for pointing out ways that we can continue to improve. Thank you, [redacted] HVAC Service Manager
Initial Business Response /* (1000, 5, 2015/03/04) */
Mr***,
I appreciate you taking the time to bring this matter to my attentionI apologize sincerely if we missed any of your previous correspondenceI had my customer service department look through their email records to attempt to
find any record of your previous email and they were not successfulThis is the first that this matter has been brought to my attention
I am sorry to hear you had such a difficult experience with Bonfe while attempting to get your furnace repairedThe technicians who were at home (one was a trainee just observing) made repairs to your flame sensor, ignitor, and pressure switchI discussed this matter with our Senior Technical Advisor to get his insight about whether he felt the diagnosis was correct, since I was unable to ask the original technician as he is no longer with our companyOur Technical Advisor felt there was potentially a misdiagnosis on our end and the original tech should have been more thorough when examining your system
Because of this, I would like to offer you a full refund for the all of the work completed on your system, including the original $service chargeI felt that the level of service you experienced was not up to our company standards and feel you should be entitled to a full refund of that payment ($815)
I again sincerely apologize for the poor experience you have gone through and I hope you will give Bonfe another chance to prove to you the level of service we expect our technicians to provide
Thank you,
***
HVAC Service Manager
Initial Business Response /* (1000, 5, 2015/03/14) */
Dear ***,
I am sorry to hear of your disappointment in how we run service callsIt certainly is typical for other companies to provide estimates over the phone, however, most of the time that is no good as it changes once the technician
diagnoses the problem on siteWe have decided a long time ago that we would remove unexpected differences in payment from the equation and provide on the spot estimates onlyWhen it comes to this industry there are lots of unknowns, especially with the strict codes our technicians have to follow with different municipalities
I am willing to return your $89, but do hope that you can see why we perform bids the way we do
Thank you,
***
Service Manager
Initial Business Response /* (1000, 5, 2015/03/03) */
Dear ***,
First of all I apologize for not getting back to you right away after your callI was out of town with little service in MichiganI am very sorry to hear of your dissatisfaction with our service provided to youI have gone over
the account and all the visits that were made, including all the notes that were recorded by each technicianI can assure you that the technicians that were there are knowledgeable in the fieldSometimes they can come across a troublesome unit that shows signs of common issues that they repair every dayIt sounds like that was the case at the beginning of this service
We charged for items, the gas valve and to pull and service the burners and cleaning the sensorPulling and servicing the burners is a common repair for this situation and I find that justifiableNext we replaced the gas valve as our technician found that to be defective, this can also be a good reason for a weak pilotThere are only so many parts to a water heater that can be replaced before turning to the proposal of a new unit, or looking at the venting and supply which is where we were headedIn the case we could not repair after enough effort, we apply all these costs to a new unit through us
We had many techs out to try and figure out the problem with your unitThe other companies you stated only provided you bids for a new one while we attempted to perform the repair
I would suggest contacting the original installer of this unit, or looking into your manufacture warranty as it sounds like this has only been there for monthsIt is possible that you received a defective water heaterI have seen it happen before
If you would like to no longer continue your monthly plan with us, I can understandGive us a call and we can get that taken care of and refund you for the few months service fees
If there is anything further, you can call in and ask for ***
Thank you,
*** ***
Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This whole deal was a nightmareMy biggest issue was the state that the last tech left my water heater inSimply putit was in such condition that I had no choice to replace the water heater2) By their own admission at least tech was outside their element with this water-heaterThis was a sealed combustion direct vent water heaterThe company probably should have sent an HVAC tech out after the 2nd or 3rd plumber, as this type of venting/combustion is much more common with today's furnacesAlso a weak pilot light was not the issueThe pilot was fine, the burner would go outAfter the fact the Manufacturer indicated that this is a common symptom of a bad exhaust pressure switchIf Bonfe's considered that this may be a warranty issue, why was there not more communication with the manufacturer? The attitude of the last service tech is also at issue hereHe simply threw his hands up and left, again leaving the water heater is such condition that 1, I could not verify if he actually completed the work he said he did and 2, I have no choice by the replace the unitThe unit was not fully reassembled, and this is the primary reason no other company would touch it
Final Business Response /* (4000, 12, 2015/04/13) */
Dear ***,
I stand firm on the resolution I provided in my previous reply for the reasons listed thenI still believe we provided the proper repairs in regards to the symptoms of the water heater
Thank you,
***
Hello [redacted],I did reach out to you via a voicemail message and email on Monday the 28th, stemming from your initial call at 4:40 Friday afternoon the 25th. I have received your email from last evening and have replied to you to get this resolved. I can also be contacted by phone at...
###-###-####. We also pulled up your phone calls with our customer service representative Heather from Friday and have listened to the conversations. Thank you,Aaron [redacted]Sales Manager
Hi [redacted],I would like to apologize and offer to speak with you directly. Please call me at your earliest convenience so I can help resolve this matter for you. Thank you.Nate [redacted]Service Manager###-###-####
I am rejecting this response because: Your response should be posted here. I have been advised to stop responding to your emails unless they are posted here. That is the point of contacting the Revdex.com. Your recourse is to send another tech out to tell me there is nothing wrong with my furnace. I have had a total of nine here in the past two years who have said that. The last one I had one of your people here in my home, he literally said there is nothing wrong with your furnace, you should buy a new one. So based on that one statement what should I think about you or your company.Everything I have been told is false, you have no paperwork to back up your claims about anything you have done here.
[redacted] <[redacted][email protected]>Complaint for Bonfe's9 messagesAaron [redacted] <[redacted]>Mon, Mar 28, 2016 at 10:43 AMTo: "[redacted][email protected]" <[redacted][email protected]> Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com [redacted] <[redacted][email protected]>Thu, Mar 31, 2016 at 3:02 PMTo: Aaron [redacted] <[redacted]>I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you.Let's back up. When I called I was looking for all documentation on every service your people have done in my house.November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair.Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about.At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out.Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years.You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward.On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> [redacted] <[redacted][email protected]>Thu, Mar 31, 2016 at 3:02 PMTo: Jackie [redacted] <[email protected]>Sent from my iPadBegin forwarded message:From: [redacted] <[redacted][email protected]>Date: March 31, 2016 at 3:02:17 PM CDTTo: Aaron [redacted] <[redacted]>Subject: Re: Complaint for Bonfe's[Quoted text hidden]Aaron [redacted] <[redacted]>Fri, Apr 1, 2016 at 9:32 AMTo: [redacted] <[redacted][email protected]> Hello [redacted], Yes, I have received your Revdex.com complaint and I have 10 days to resolve the issue, and a resolution is my main goal here. Can you confirm that the attached picture is your old furnace for me? Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com From: [redacted] [mailto:[redacted][email protected]] Sent: Thursday, March 31, 2016 3:02 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you. Let's back up. When I called I was looking for all documentation on every service your people have done in my house. November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair. Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about. At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out. Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years. You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward. On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam [redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....jpg76K [redacted] <[redacted][email protected]>Fri, Apr 1, 2016 at 11:01 AMTo: Aaron [redacted] <[redacted]>YesSent from my iPadOn Apr 1, 2016, at 9:32 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Yes, I have received your Revdex.com complaint and I have 10 days to resolve the issue, and a resolution is my main goal here. Can you confirm that the attached picture is your old furnace for me? Aaron [redacted] HVAC Sales Manager [redacted] <image4ef9b3.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image2f5719.PNG> <image87517e.PNG> <imagec152d2.PNG> <imagea2b204.BMP> From: [redacted] [mailto:[redacted][email protected]] Sent: Thursday, March 31, 2016 3:02 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you. Let's back up. When I called I was looking for all documentation on every service your people have done in my house. November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair. Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about. At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out. Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years. You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward. On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam <[redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....jpg>Aaron [redacted] <[redacted]>Fri, Apr 1, 2016 at 11:45 AMTo: [redacted] <[redacted][email protected]> [redacted], That is an 80% efficient furnace that vents directly up a metal ‘B’ vent furnace. All 90%+ efficient furnaces vent in PVCdirectly to an outside wall. A lot of code issues come into play when venting a 90%+ efficient furnaces. Many homes within the metro simply cannot have high efficiency furnaces installed due to these constraints. Due to your gas bills increasing with a matching efficient furnace does not make any sense. I would like to send a tech out to make sure all gas components in the home are working as designed. I can do that for no charge to you. As far as the crack in your heat exchanger, we had two tech’s Altin and Trevor who verified that the crack was present. Please review our heat exchanger policy http://www.bonfe.com/heating/furnace/heat-exchanger-policy/ to give you a better understanding of why we have to shut your gas off and condemn furnaces when they are not safe to operate. Looking at the attached summary and findings proposal. Trevor priced out your furnace at $6,967 and if you were on our maintenance plan the cost or POM price would be $5,922, then he subtracted repairs made in 2013 of $1,052. Does this seem correct? I have no documentation stating you signed up on our plan when the furnace was sold to you. If Trevor made a mistake here please let me know, we have not charged you any monthly amount to be on our plan. Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com From: [redacted] [mailto:[redacted][email protected]] Sent: Friday, April 01, 2016 11:02 AM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's Yes Sent from my iPad On Apr 1, 2016, at 9:32 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Yes, I have received your Revdex.com complaint and I have 10 days to resolve the issue, and a resolution is my main goal here. Can you confirm that the attached picture is your old furnace for me? Aaron [redacted] HVAC Sales Manager [redacted] <image4ef9b3.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image2f5719.PNG> <image87517e.PNG> <imagec152d2.PNG> <imagea2b204.BMP> From: [redacted] [mailto:[redacted][email protected]] Sent: Thursday, March 31, 2016 3:02 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you. Let's back up. When I called I was looking for all documentation on every service your people have done in my house. November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair. Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about. At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out. Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years. You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward. On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam <[redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....jpg> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam [redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....pdf166K Aaron [redacted] <[redacted]>Fri, Apr 1, 2016 at 11:48 AMTo: [redacted] <[redacted][email protected]> My apologies, this is the Sum and Findings form. Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com From: Aaron [redacted] Sent: Friday, April 01, 2016 11:45 AM To: '[redacted]' Subject: RE: Complaint for Bonfe's [redacted], That is an 80% efficient furnace that vents directly up a metal ‘B’ vent furnace. All 90%+ efficient furnaces vent in PVCdirectly to an outside wall. A lot of code issues come into play when venting a 90%+ efficient furnaces. Many homes within the metro simply cannot have high efficiency furnaces installed due to these constraints. Due to your gas bills increasing with a matching efficient furnace does not make any sense. I would like to send a tech out to make sure all gas components in the home are working as designed. I can do that for no charge to you. As far as the crack in your heat exchanger, we had two tech’s Altin and Trevor who verified that the crack was present. Please review our heat exchanger policy http://www.bonfe.com/heating/furnace/heat-exchanger-policy/ to give you a better understanding of why we have to shut your gas off and condemn furnaces when they are not safe to operate. Looking at the attached summary and findings proposal. Trevor priced out your furnace at $6,967 and if you were on our maintenance plan the cost or POM price would be $5,922, then he subtracted repairs made in 2013 of $1,052. Does this seem correct? I have no documentation stating you signed up on our plan when the furnace was sold to you. If Trevor made a mistake here please let me know, we have not charged you any monthly amount to be on our plan. From: [redacted] [mailto:[redacted][email protected]] Sent: Friday, April 01, 2016 11:02 AM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's Yes Sent from my iPad On Apr 1, 2016, at 9:32 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Yes, I have received your Revdex.com complaint and I have 10 days to resolve the issue, and a resolution is my main goal here. Can you confirm that the attached picture is your old furnace for me? Aaron [redacted] HVAC Sales Manager [redacted] <image4ef9b3.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image2f5719.PNG> <image87517e.PNG> <imagec152d2.PNG> <imagea2b204.BMP> From: [redacted] [mailto:[redacted][email protected]] Sent: Thursday, March 31, 2016 3:02 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's I'm not sure why this message was sent to you. I asked for a manager. I don't need sales as I've already experienced your sales team. Let's make this easy on both of us then. You sold me a furnace that was 80% efficient and removed my 93.7 on the basis of a crack. What is a crack to you? A crack to me is not a perfect circle pinhole. I need your proof that there was a reason to shut off my gas, tell me that it was illegal for me to turn it back on and force me to by an inefficient furnace from you. Let's back up. When I called I was looking for all documentation on every service your people have done in my house. November/December of 2014 I called you to service my furnace. The furnace was running however the burner would not ignite. I read online that you could put a paperclip through the air intake and it would work fine. The first person you sent me said there is no problem with my furnace and took out his paperclip. Very professional. I was also told to sign up for the service which I did, that's on me for wasting time and money. Throughout the next month and a half I had 7 to 8 people out to fix my furnace and every time I heard there is nothing wrong with my furnace. One of the last people I had out before you replaced my igniter literally said to me, there isn't anything wrong with your furnace, I recommend you buy a new one... I came home Christmas Day and my house was 52 degrees because there is nothing wrong with my furnace. After that your people replaced the fan first(because that first guy you sent broke the receptor that the air hose went into when he removed the hose to put his paper clip in, then the igniter and was told I'm only paying for what the fix is. Last year I spoke to a manager there and after many calls I actually got part of that credited back because again I'm only paying for what fixes the problem and of course I had to reference what one tech told me about how my fan is not working because that little receptor is busted, then I had to reference how the last guy I had said there is nothing wrong with your furnace so you should buy a new one, and then the next guy who replaced the burner (after all the crap I have already been through I asked, what if this doesn't work) who told me I only pay for the fix. Not for your guess and check. Now at that point I had your service plan and this may be off topic but I had somebody out to check my A/C, it was actually two people who came, the trainer and the new guy, and when they were done basically gave me three options, replace your A/C, or fix this, or at least fix this. I asked them out for service. When that kid said "which one do you want to pay for today," your already proving my point or complaint. I called you for a repair. You came to me to sell, not repair. Fast forward to November/December of 2015 and I have the same problem. The furnace runs but the burner won't ignite. I called you because I had a warranty on the parts you replaced, or so I was told. I wasn't home when your person was here however when I got home I was told that my gas was shut off and it was illegal for me to turn it back on because of a crack. So I will ask you again, what is a crack? The "crack" was a perfect circle about a cm in diameter. Basically like somebody drilled or shoved a screwdriver into it. Or the tool you people use to shove into a foil pipe and then tape up to gauge temp. No mention of course of the burner or the issue I called about. At this point I was given three options, buy this furnace or this furnace or be without gas and heat. Well your tech said I could only do the one furnace because of the configuration of the pipes in my basement. I said ok as long is this is rated good for my house. For some stupid reason after being screwed by your company for a year already and promising the last manager I spoke to that you would never hear from me again I still assumed your people could do the right thing and my warranty would be in place. There was never any mention of brand, efficiently, or quality. Since then my heating cost have doubled. Also I was told that I was forced to sign up for another year with the service plan. That was already charged and included in the cost of the furnace which I didn't want to begin with. But hey, as long as I was forced into that deal as well and as long as my bills are increasing by 90 to 110 a month I might as well call and get the maintenance done on my brand new furnace right. Well when I called customer service I was told I don't have a service plan. That they will charge me even though I've already paid to have someone come out. Let me make this very clear, I have contacted the Revdex.com and will be contacting a lawyer as well. Again, when I called I was looking for the documentation you have on my house. You don't have anything. I have all my documentation from every person you have who has been here in the past two years. You should respond with answers as to what your company plans to do since I can't even get a phone call back. Otherwise I will move forward. On Mar 28, 2016, at 10:43 AM, Aaron [redacted] <[redacted]> wrote: Hello [redacted], Our customer service representative Heather has apprised me of the situation and your concerns. Please contact me on my direct line at ###-###-#### when you have the time. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] <image807a27.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image5df39f.PNG> <imagea154a2.PNG> <imageca816a.PNG> <image6ddbb5.BMP> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam <[redacted] - [redacted] Maplewood Minnesota - Bonfes - HVAC Bid Shee....jpg> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam [redacted] - MW - Bonfes - Sum of Findings.pdf87K [redacted] <[redacted][email protected]>Fri, Apr 1, 2016 at 8:19 PMTo: Aaron [redacted] <[redacted]>So your people were held up on code issues? That was your big problem. Right? So send me a picture of the crack or explain to me how a crack is a perfect circle a cm in diameter. Explain that to me?Sent from my iPadOn Apr 1, 2016, at 11:48 AM, Aaron [redacted] <[redacted]> wrote: My apologies, this is the Sum and Findings form. Aaron [redacted] HVAC Sales Manager [redacted] <imagef90073.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image40dab3.PNG> <imageb85604.PNG> <image41c0ff.PNG> <image93155e.BMP> [Quoted text hidden]<[redacted] - MW - Bonfes - Sum of Findings.pdf>Aaron [redacted] <[redacted]>Fri, Apr 1, 2016 at 8:36 PMTo: [redacted] <[redacted][email protected]> Yes we were. If we could have provided you the highest of efficiency at a higher dollar amount, I assure you we would have. Again, venting high efficiency furnaces is simply not attainable in some situations. A perfect circle crack means and eyelet from your heat exchanger popped out. That is very common in older heat exchanger designs. You can find several examples on line. Thanks, Aaron [redacted] HVAC Sales Manager [redacted] Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com From: [redacted] [mailto:[redacted][email protected]] Sent: Friday, April 01, 2016 8:20 PM To: Aaron [redacted] Subject: Re: Complaint for Bonfe's So your people were held up on code issues? That was your big problem. Right? So send me a picture of the crack or explain to me how a crack is a perfect circle a cm in diameter. Explain that to me? Sent from my iPad On Apr 1, 2016, at 11:48 AM, Aaron [redacted] <[redacted]> wrote: My apologies, this is the Sum and Findings form. Aaron [redacted] HVAC Sales Manager [redacted] <imagef90073.GIF> Bonfe's Plumbing, Heating & Air Service, Inc. Phone:###-###-#### Fax: ###-###-#### Visit us at www.Bonfe.com <image40dab3.PNG> <imageb85604.PNG> <image41c0ff.PNG> <image93155e.BMP> [Quoted text hidden] <[redacted] - MW - Bonfes - Sum of Findings.pdf> This email has been scanned by the Securence Email Security System on behalf of Netrix IT. If this email is SPAM please report it by clicking Submit Spam
Initial Business Response /* (1000, 5, 2015/12/03) */
Thank you for addressing your concerns with us. After reviewing the job notes and discussing it with both of the technicians, we have come to the conclusion that the furnace was indeed unsafe to be used and left inoperable. I am more than happy...
to refund you the $89 service charge to your mastercard. We take these issues with carbon monoxide very seriously. We would also be more than happy to return to prove our findings at no additional charge with the other company you had out. If we were wrong, our policy is to also provide you with a $100 visa gift card. In the meantime, if you take us up on the offer or not I am refunding the $89 service charge to your mastercard. Thank you.
Sorry for any inconvenience. We have mailed a check for $420 out to the customer on Friday, July 1st. With the delay of the holiday weekend The customer should be receiving this check any day now. Thanks,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Initial Business Response /* (1000, 5, 2015/07/28) */
To whom it may concern,
The charge to Mr [redacted] of $112.00 was valid as explained to him and to the Atty General Office. This was the savings in pricing as he had signed up for the Plan to gain the additional discount. The customer elected to...
cancel his plan with us early , as the commitment is annually, therefore he was obligated to repay the discount. He even took advantage of the plan by having his equipment serviced at no charge. Customer still received unpaid benefits as identified in the attached letter.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
None of Bonfe's responses to date have addressed my complaint. They have not addressed:
1) High-pressure sales tactics employed when my family was in distress, to sell the "Peace of Mind" plan;
2) Misrepresentation of the "Peace of Mind" at the time of sale by Mr. Sam [redacted];
3) Receipts that are not itemized and hidden fees that are not detailed anywhere in the "Peace of Mind" contract terms ("additional fees" clause in the contract)
Bonfe can effectively claim a "discount" whenever they choose because they do not itemize. As a consumer, I never know the full cost of what I am paying.
Bonfe did not render the "Price Book" at the time of my service. This is another misrepresentation by the company.
Bonfe claims that I "took advantage" of the plan by having someone check my A/C; this is besides the point, because I did not find out about the hidden fees until I canceled the plan.
Bonfe's responses to date are the complete opposite of the Revdex.com's values of trust. As a consumer, I trusted them when I called them to my door to make a fair and complete assessment of my furnace. Instead, they pressured me into signing up for a plan with hidden fees and cancellation costs. I am contacting the Revdex.com to hold this business accountable.
Final Business Response /* (4000, 10, 2015/08/04) */
E-MAILED MS. [redacted] MEDIATION COORDINATOR
Initial Business Response /* (1000, 5, 2015/10/21) */
[redacted],
Thank you for expressing your concerns from our recent visit to your home. This is very concerning with this huge discrepancy in parts per million of carbon monoxide from Xcel's sub contractor. This is something we take very seriously! ...
After reviewing the notes and having a discussion with my technician we would love to prove to you his orsat readings while YOU are at the home. His findings in your old natural draft furnace are unsafe. We use the industries recommended diagnostic equipment for our customers safety. If he or his readings are wrong we will refund all of your investment with Bonfe and give you a $100 visa card for your troubles. We also invite Xcel to be there at the same time to ensure your complete confidence. Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am willing to have a Bonfe tech come back and the xcel energy gas emergency technician at the same time if they are able to do it on a day that works for me. At this time, I can do this Thursday, October 29 or Tuesday, November 3. I am curious to find out why these two readings are so drastically different and would like to get to the bottom of it so I really know if I need a new furnace or not.
However, This response does not address my concerns regarding the pricing and the supposed $2,000 credit or the type of furnace I was quoted being incompatible with my heating system.
Final Business Response /* (4000, 9, 2015/10/26) */
[redacted],
Great! We look forward to solving this for you. Either of the those dates work for us, so please just let us know of a specific time that works best for you. I will have dispatch contact you this afternoon. Thank you for this opportunity.
Final Consumer Response /* (2000, 11, 2015/11/05) */
I am rejecting this response because:
Hi AaronThank you for finally responding to me . While I understand that we have differing opinions in what a home warrantee is (everything in a home is pre-existing) I still believe I was over charged, warrantee aside. Drew's quote was a range depending upon the work that was needed. He said it would be determined after they got into the machine. He included in the scope having a separate crew come out to do sheet metal work due to the way the AC was situated in the house. In no instance was that not included in the scope. When the work was completed, due to my husband moving the panel, no sheet metal work was done. Additionally, Drew was the one to find the machine the second day by doing less than 2 hours of work to get the AC functioning again. This was much less than the 4-6 hours he said it would take.I also think that the customer service that your company provided from management on down to the phone staff was bad. when your technician, your clients and your customer service agents can not get management on a call that is not okay. I also have issue with the fact that your rep called to say you all could not come out after you took my money. Then for you all to say that you would need to have the guy that does the sheet metal would have to come out the next day reiterated the fact that was considered in the scope of work needed. If Drew was able to make it function why didn't he do that the first day?At no point has anyone appologized for any of this I would still like to be reimbursed for the work that I was over charged .[redacted]
Mr. [redacted],
I will have our CFO reach out to you again to try and resolve any fault on our end. Thank you,
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
According to my records, I see where he has called me the first time to tell me this was completely my fault, and asked me for my credit card statement. I called him back as he had not received it. I re-emailed it to him and confirmed that he received it, and gave him my hours that I'm available to talk. Which for the 6th time are before 8 AM, 12-1pm, and after 5 CST. I received 2 voicemails from him afterwards at 2pm and 9 am, but I have never received a call from him during my available times, and I am in a work environment where I am unable to take personal calls while I am working. My availability has been explained to him multiple times, by email and voicemail.
I as well have attempted to reach out to him by phone, but this is to no avail, as he doesn't answer the phone, and his hours state from like 8am - 3:30pm or something. I'm still awaiting an email, text message or voicemail from him indicating what the next steps are, as I've left in my voicemails that email is probably the best way to get a hold of me, but he must not be listening to that since I'm not a preferred customer.
This seems to be the only way I can get a hold of anyone in your organization to get an actual response. There has to be some sort of at fault here, when this whole thing started the supervisor of whoever I was speaking with through the billing department contacted the sales representative, and he stated that he did promise the 0 payments and 0 interest for 12 months with the Wells Fargo Financing. I also have a witness to account for this verbal transaction he gave me. This is not a "he said, she said" as Charlie likes to put it. This was confirmed by employees in your company.
I have attached his "contact" with me in the form of a word document. As you can see, he took the time to write a very minimalistic description and did not reply back indicating that he would be able to call me within my available hours.
Please before you state that you have exhausted ALL options to contact, please really do, because I'm still waiting on a phone call or email from him.
In regards to the financing, the sales rep pushed me through the disclosures, when completing the application, I saw the outrageously high interest rate, but the 0 interest if paid before 12 months, to which I asked 5 times that the interest and payments would be waived, to his response that it would be. As working in the banking industry, I know that it is not typically offered, so I took him for his word. He guaranteed me that there would be the 0 months 0 payments for 12 months, and this did not happen. He even went out to the van to make the call home to verify. Whether or not he actually called the finance department I have no idea as he went to his van. I do have a witness for this as well, and it was also confirmed by your finance department in around September or October.
He railroaded me into the sale for the equipment, also completed my application for credit through Green Sky after I cancelled the application. All in all, this has been a really unprofessional experience and I know who not to go through in the future.
Since clearly you are not willing to take a single bit of the blame, I will keep this going until some sort of resolution is shown. A business that is supposed to be respected and care for its customers does not act like this. I have a home warranty, furnace and air conditioner through you, do you only care about my needs if I'm paying you money? Or is it since you already received your money from Wells Fargo you don't care. This is exactly what your CFO has indicated in the multiple emails I have received from him.
I want you to take responsibility for dropping the ball here. Honestly, I don't expect you to pay the whole amount, however, you are responsible for a good portion of this bill I have and it's not getting any smaller.
(Bonfe Email String.docx)
Initial Business Response /* (1000, 6, 2014/12/24) */
Ms. [redacted],
The issue of a cracked heat exchanger is not something we take lightly at Bonfe. It can be a potentially dangerous situation if left undiagnosed. Likewise, telling a customer that their furnace is in need of either a major...
repair or total replacement is also an issue of great importance and it's a situation we approach with extra sensitivity. On a typical repair call to an older furnace such as yours, a technician will often start the procedure by checking the heat exchanger. If there are any cracks or leaks, it is not necessary to continue on with review of the other furnace components as the furnace will likely need to be shut down. We abide by the AGA (American Gas Association) standard that any crack, regardless of size, is potentially dangerous to your home and will likely require us to shut down the furnace and addressing the issue before restoring it to working order.
In your situation, as is standard protocol, our technician in your home started by checking the status of the heat exchanger. Our technician determined there was a crack near a dimple in the heat exchanger. He then made the determination that either the heat exchanger or full furnace must be replaced as there is no way to repair a heat exchanger once it has been cracked. After receiving another estimate from a different organization, you had conflicting reports about the status of the furnace. While we certainly respect your right to receive second opinions, we do also stand behind our technician's work as they are highly trained and experienced. After a brief phone conversation with you, we at Bonfe offered the chance to come back out to your home and prove our work. We not only offered to have a different technician of our own come out, but the HVAC service manager also personally offered to be present in the home as well. We also encouraged you to have the other company present as we believed that strongly in our technician's original diagnosis. If for some reason our technician made an incorrect determination on your heat exchanger, we additionally offered not only to refund your service fee with Bonfe, but also refund you for any service fees the other company would charge you. Since we did not hear back from you, we assume this offer was declined by you.
While I certainly understand the confusion and frustration behind receiving multiple diagnoses, we absolutely will stand behind our technician's work.
[redacted]
Service Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
True, you did "offer" to come back out but only if I PAID you and PAID another technician from another company. I have had 4 different reputable companies out now and none have located this "supposed" crack in the heat exchanger and ALL have reported that Bonfe is "known" in the business for diagnosing problems that do not exist in order to sell furnaces. I have also filed a complaint with the attorney general and apparently I am not the first to do so against Bonfe. I want my $89 back and will not stop until I get it.
Final Business Response /* (4000, 10, 2015/01/19) */
Ms. [redacted],
It appears we are not able to come to a common ground on this issue. As a one-time courtesy, we are prepared to refund the $89 to you. This is in no way an admission of any wrongdoing on our part, but we simply want to resolve this matter for you. This one-time refund will be in the form of a physical check in the mail.
Thank you,
[redacted]
HVAC Service Manager
Initial Business Response /* (1000, 5, 2016/03/15) */
Thank you for informing us as to how the service call was handled by our tech. This is not how our process is suppose to work.We do want to make sure on each and every call make sure our techs are looking at each issue before giving a quote as...
to how much the job may cost. That is the process in which we are to operate and it is also why we don't quote prices over the phone for each case may be different. If our tech did not spend the time looking at each issue and simply gave you a quote based on what you said I apologize for that and would without a second thought had I heard from you I would have refunded the service fee to you. We appreciate your feed back and would like to refund your service fee for the tech not following company policy.
Initial Consumer Rebuttal /* (2000, 6, 2016/03/15) */
Initial Business Response /* (1000, 5, 2015/02/26) */
Mr. [redacted],
I sincerely apologize that you were not contacted by Bonfe right away. This is the first I have personally been made aware of your situation. Typically, we take pride in being able to respond to customer questions within 24...
hours of the original inquiry. Obviously, we failed to do so in your circumstance and we will need to re-examine the way our messages come in through our customer service department and how they are corresponded to the appropriate manager.
As for your actual boiler issue, I am inclined to agree with you that our original diagnosis was incorrect and you are, in fact, entitled to a refund of your original $215 spent on your boiler system. I will certainly take this issue up with the technician who visited your home and work with him about how he can improve his abilities.
Your refund will be processed in the form of a physical check sent out in the mail. Again, I apologize for both the incorrect diagnosis and lack of a prompt reply on our end. Thank you for bringing this matter to my attention and for pointing out ways that we can continue to improve.
Thank you,
[redacted]
HVAC Service Manager
I left a message today with *** apologizing for the service she received This is not the Bonfe way and I explained to her that I would refund her for all services she felt was deserved.I have read in her complaint that she would like $300.00 refunded and that is what Bonfe will do. today I...
will send a email to finance to send a check out as soon as possible. On behalf of Bonfe I am sorry for any inconveniences this may have caused.