Mr. [redacted],
Thank you for reaching out to us. Our CFO has made at least 4 attempts to connect with you over the past couple months to examine your paperwork from Wells and try to assist you until your tax returns.
It does in fact show that you signed for the terms from Wells Fargo. As you...
know, our primary source for financing, used 99% of the time, offers 12 months no interest no payment. When not approved, or not approved for enough such as your case, we offer our alternative option of no interest with a monthly minimum payment for 12 months. We would never and cannot offer our alternative option with the same terms for this obvious reason.
Bonfe's has reached out to you for months now, and have exhausted all attempts and options due to the valid debt signed by you on the contract.
Regards,
It appears we cut a partial refund check (#[redacted]) in the amount of $49 back on 1/19/17 and sent it to the customer. I will go ahead and ask that another $46 be sent to the customer to equal her full refund of $95.00.
Initial Business Response /* (1000, 8, 2015/09/09) */
Dear [redacted],
We are extremely sorry for the confusion with you parts being ordered and not arriving to your home. It is unfortunate that some of this business is out of our hands after a part order is made and we leave it up to the...
distributor and deliverer to complete that cycle. In cases where this cycle is not complete, and we cannot receive the necessary help from either of those two parties, we seek to resolve the issue ourselves and in this particular case, we needed the model and serial number to re-order the parts and get them to your home so we could complete that cycle.
Upon attempting to do this, you had requested that you receive your money back and cancel everything on 8/26/15. We had agreed to do so as we could not receive those model and serial numbers, and sent you a check back to you for your full payment on 8/27/15 to your home address in Chanhassen.
Again, we apologize that the delivery of your items was not complete and we did not satisfy you as our customer. It is certainly our goal to complete this cycle on absolutely every service call we perform, even if it means the rare case of acquiring all the information again to get you results as soon as possible.
Thank you,
Brandon [redacted]
Service Manager
Initial Business Response /* (1000, 5, 2015/03/19) */
Dear [redacted],
Thank you for your concern. I could understand how the price of an install that was close if not more than a unit you had bought would be unexpected. Typically 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 vehicle. Unfortunately, these jobs we cannot perform at the same price as a shop that just does installs or has much less cost into a house visit. However, 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 $89. I will make sure that goes out as soon as possible.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (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 $89 - please let me know when I should expect that, as of 3/27 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 future. From 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 that. It'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 /* (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.
We will absorb the cost for us to make that repair and not pursue him for payment. We know it will help his system and only want his family to be comfortable.
Hello [redacted],Thank you for voicing your concerns, we always evaluate every complaint to the fullest and evolve internally to better service our customer base. In your particular case, Drew wanted to take the time needed to confirm that your air conditioning issue did fall in the parameters of...
being covered under the home warranty or a pre existing condition from the previous owner. In your home warranty it clearly states items not covered include damage by abuse, negligence, mechanical failure due to code violation, pre-existing conditions, concealed or camouflaged damage. Your failed evaporator coil concealed above your furnace in ductwork, was fully plugged due to neglect of the previous owner by not changing out the filter. It also was not accessible to clean so we had to open up a wall to access it to then clean it which also falls in the concealed category. Your plugged evaporator coil due to neglect and concealment falls directly into the above verbiage listed in your home warranty and is why it cannot be covered. These issues typically are found by good home inspections prior to purchase. We do feel that once you made the decision to have it cleaned, so it could operate properly, it was completed in a timely manner to get your AC up and running again.Sincerely,Aaron [redacted]HVAC Sales Manager###-###-####
Mr. [redacted],
Thank you for reaching out to us. Our CFO has made at least 4 attempts to connect with you over the past couple months to examine your paperwork from Wells and try to assist you until your tax returns.
It does in fact show that you signed for the terms from Wells Fargo. As you...
know, our primary source for financing, used 99% of the time, offers 12 months no interest no payment. When not approved, or not approved for enough such as your case, we offer our alternative option of no interest with a monthly minimum payment for 12 months. We would never and cannot offer our alternative option with the same terms for this obvious reason.
Bonfe's has reached out to you for months now, and have exhausted all attempts and options due to the valid debt signed by you on the contract.
Regards,
It appears we cut a partial refund check (#[redacted]) in the amount of $49 back on 1/19/17 and sent it to the customer. I will go ahead and ask that another $46 be sent to the customer to equal her full refund of $95.00.
Initial Business Response /* (1000, 8, 2015/09/09) */
Dear [redacted],
We are extremely sorry for the confusion with you parts being ordered and not arriving to your home. It is unfortunate that some of this business is out of our hands after a part order is made and we leave it up to the...
distributor and deliverer to complete that cycle. In cases where this cycle is not complete, and we cannot receive the necessary help from either of those two parties, we seek to resolve the issue ourselves and in this particular case, we needed the model and serial number to re-order the parts and get them to your home so we could complete that cycle.
Upon attempting to do this, you had requested that you receive your money back and cancel everything on 8/26/15. We had agreed to do so as we could not receive those model and serial numbers, and sent you a check back to you for your full payment on 8/27/15 to your home address in Chanhassen.
Again, we apologize that the delivery of your items was not complete and we did not satisfy you as our customer. It is certainly our goal to complete this cycle on absolutely every service call we perform, even if it means the rare case of acquiring all the information again to get you results as soon as possible.
Thank you,
Brandon [redacted]
Service Manager
Initial Business Response /* (1000, 5, 2015/03/19) */
Dear [redacted],
Thank you for your concern. I could understand how the price of an install that was close if not more than a unit you had bought would be unexpected. Typically 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 vehicle. Unfortunately, these jobs we cannot perform at the same price as a shop that just does installs or has much less cost into a house visit. However, 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 $89. I will make sure that goes out as soon as possible.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (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 $89 - please let me know when I should expect that, as of 3/27 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 future. From 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 that. It'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 /* (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.
We will absorb the cost for us to make that repair and not pursue him for payment. We know it will help his system and only want his family to be comfortable.
Hello [redacted],Thank you for voicing your concerns, we always evaluate every complaint to the fullest and evolve internally to better service our customer base. In your particular case, Drew wanted to take the time needed to confirm that your air conditioning issue did fall in the parameters of...
being covered under the home warranty or a pre existing condition from the previous owner. In your home warranty it clearly states items not covered include damage by abuse, negligence, mechanical failure due to code violation, pre-existing conditions, concealed or camouflaged damage. Your failed evaporator coil concealed above your furnace in ductwork, was fully plugged due to neglect of the previous owner by not changing out the filter. It also was not accessible to clean so we had to open up a wall to access it to then clean it which also falls in the concealed category. Your plugged evaporator coil due to neglect and concealment falls directly into the above verbiage listed in your home warranty and is why it cannot be covered. These issues typically are found by good home inspections prior to purchase. We do feel that once you made the decision to have it cleaned, so it could operate properly, it was completed in a timely manner to get your AC up and running again.Sincerely,Aaron [redacted]HVAC Sales Manager###-###-####