Sixpence Inn

Initial Business Response / [redacted] (1000, 5, 2015/10/21) */ ***, Thank you for expressing your concerns from our recent visit to your homeThis is very concerning with this huge discrepancy in parts per million of carbon monoxide from Xcel's sub contractorThis 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 homeHis findings in your old natural draft furnace are unsafeWe use the industries recommended diagnostic equipment for our customers safetyIf he or his readings are wrong we will refund all of your investment with Bonfe and give you a $visa card for your troublesWe also invite Xcel to be there at the same time to ensure your complete confidenceThank you, Initial Consumer Rebuttal / [redacted] (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 meAt this time, I can do this Thursday, October or Tuesday, November 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,credit or the type of furnace I was quoted being incompatible with my heating system Final Business Response / [redacted] (4000, 9, 2015/10/26) */ ***, Great! We look forward to solving this for youEither of the those dates work for us, so please just let us know of a specific time that works best for youI will have dispatch contact you this afternoonThank you for this opportunity Final Consumer Response / [redacted] (2000, 11, 2015/11/05) */

Sorry for any inconvenience We have mailed a check for $out to the customer on Friday, July 1st With the delay of the holiday weekend The customer should be receiving this check any day nowThanks,

Initial Business Response / [redacted] (1000, 5, 2016/03/15) */ Thank you for informing us as to how the service call was handled by our techThis 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 costThat 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 differentIf 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 youWe appreciate your feed back and would like to refund your service fee for the tech not following company policy Initial Consumer Rebuttal / [redacted] (2000, 6, 2016/03/15) */

I am rejecting this response because: Are you even kidding me? This is clearly a canned response, and doesn't address my complaint(Also it has way too many exclamation marks and the third sentence should be red-tagged for poor sentence structure.) "Had you requested us back out (for a second opinion), we would’ve covered the cost to have another company with us and if proven incorrect on our findings, would’ve given you $for the misdiagnosis."This was not offered to me, in spite of the fact that I informed Bonfe's by phone and email that I was unhappy with the service I received and was seeking a second opinionThere was no response at all to my communications at that timeI did pay another technician for the second opinion and for the time it took to restart my computer after your technician had "sabotaged" it (the second technician used that word).Finally, I have been a customer since well before (different address, but same customer.)

Hi [redacted] ,I would like to apologize and offer to speak with you directlyPlease call me at your earliest convenience so I can help resolve this matter for youThank you.Nate [redacted] Service Manager###-###-####

Dear Katie, Please accept our sincere apologies for your experience with our companyOur customers are our top priority and we never want anyone to have a negative experienceThank you for speaking with our company’s president and allowing us the opportunity to rectify this with you! We appreciate your patience with us and thank you for being our very valued customer

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 machineHe 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 houseIn 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 doneAdditionally, Drew was the one to find the machine the second day by doing less than hours of work to get the AC functioning again This was much less than the 4-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 statementI called him back as he had not received itI re-emailed it to him and confirmed that he received it, and gave him my hours that I'm available to talkWhich for the 6th time are before AM, 12-1pm, and after CSTI received voicemails from him afterwards at 2pm and 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 workingMy 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 somethingI'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 responseThere 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 payments and interest for months with the Wells Fargo FinancingI also have a witness to account for this verbal transaction he gave meThis is not a "he said, she said" as Charlie likes to put itThis was confirmed by employees in your company I have attached his "contact" with me in the form of a word documentAs 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 interest if paid before months, to which I asked times that the interest and payments would be waived, to his response that it would beAs working in the banking industry, I know that it is not typically offered, so I took him for his wordHe guaranteed me that there would be the months payments for months, and this did not happenHe even went out to the van to make the call home to verifyWhether or not he actually called the finance department I have no idea as he went to his vanI 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 applicationAll 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 shownA business that is supposed to be respected and care for its customers does not act like thisI 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 careThis 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 hereHonestly, 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)

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

Mr***, Thank you for reaching out to usOur CFO has made at least 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 FargoAs you know, our primary source for financing, used 99% of the time, offers months no interest no paymentWhen 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 monthsWe 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,

To all concerned,I completely apologize for this misunderstandingThe CSR that took this call was mistaken.Bonfe will be in contact asap to replace this faucet.Thank you Mark *** Plumbing Service Manager*** *** ***@bonfe.com

***,Through our back and forth emails I have provided you with the forms confirming the furnace you agreed to purchase from us. Confirmation that two technicians verified the faulty heat exchanger on your old furnace, warranting us to shut your heat off. I sent you a link to our heat exchanger policy and a video explaining why we condemn un safe furnaces. We confirmed that you are not on our service plan and we have never been charged you for one. In addition, we proved that we installed a like 80% to 80% efficient furnace, and even offered a free inspection to determine which other appliance would being causing your increased gas bill, which you denied. We listened to your complaint with our CSR where you used very foul language toward someone who was trying to help you. You did authorize the furnace installation in which we even reduced the price over $1000.00 from your furnace repair from 2013. I am unable to do anything further here. You can request legal arbitration through the Revdex.com. Thanks,

Hello,Yes, I did get an email back to you but not a reply on how to get your time back to you. Please call my cell at ###-###-#### and I would be more than happy to get this resolved with you. Or at ***. Thank you,

Dear ***, I apologize for any miscommunication between our company and yourself regarding home warranty coverageI am assuming you are writing on behalf of our customer *** who resides at the property addressed in your concern, though we have this registered as Apple Valley and not St
Paul. We thoroughly investigated the visit from our technician Tyler on 9/25/and found that the home warranty discounting was indeed credited towards the purchase of a new furnace A regular customer of our company would’ve been quoted $for the furnace selected at regular priceWe offered the Peace of Mind plan discounting of $(since *** had signed up on our bronze membership plan) as the regular pricing and gave an additional $discount for being on our home warranty program, bringing the total of a furnace install to $I have included all of the necessary documentation in an email to *** for her viewingWhile we may be in the mid to high price range, we believe our pricing is fair due to the level of service we provide, including lifetime warranties on anything we installWe hope this has helped to address your concern regarding the home warranty coverage and the pricing that was offered and if you have any further inquiries, we would be happy to address them with youThank you!

Revdex.com:
I have reviewed
the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I also received a direct phone call yesterday late afternoon from Mark *** with a sincere apology for the misunderstanding between myself and the person who I had talked to at the companyI feel that this was, in fact, a mistake and not the usual policy of Bonfe and I look forward to resolving this with the replacement of the defective part as Mr*** has promised. *** ***

I have spoken with my tech as far as his procedure with this call.He ran the ice maker line as to per code with a code type of valve in the best place he felt as a professional plumber.The price would be no different putting the valveftcloser to refridge.He did drain some water out of
water heater to remove water from the line he attached to for it was on the cold water line above the water heater.This was done so he could solder his fitting water free.The part he may have left behind in which he doesn't recall may have been the piece of copper he cut out to put in the code type of valveHe at no time touched the boiler next to the water heaterIf there was water on the floor it was from draining the water heater.If the customer would like we can send a heating technician out to the home to verify that his boiler is fine but the tech did not touch his boiler.The tech spent more then 30mnat this job and our price reflect all of our cost to provide service to each and every customer.The customer was not available to talk to at the time our tech was out there.This may have answered a lot of his questions had he made himself available to our tech at the time

Initial Business Response /* (1000, 5, 2016/01/25) */
Bonfe has made a good faith effort to repair the faucetWe made attempts to repair the faucet with no successThe last attempt my tech gave the customer the option of replacementThe customer screamed obscenities to my tech.The result of
trying to fix the problem did result in it working worse then it did before we startedWe had tried several different cartridges with each result getting worseWhen working on older faucets sometimes this is the resultI did speak with customer and offered her a discounted price from the one the last tech proposed but she said she wanted to get a second opinion.Bonfe has made a good faith effort in trying to fix the existing faucet and then offered a replacement and then to try to come to a resolution offered her a discounted price
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is always so revealing to see how companies respond to customer complaintsI hope anyone considering this company will take a look at their dismissive and condescending responses to their complaintsAs a realtor, I would strongly recommend that all my clients and colleagues look elsewhere for a warranty
Now back to the responseBonfe failed to address the actual complaintI am not upset that they were unable to fix the faucet, I am upset that they are the ones who broke the faucet, and now are refusing to take responsibilityI did not "scream obscenities" at the technicianI did mumble "this is bull st" as I walked up the steps AFTER he told me it would cost $for the faucet they brokeTo portray the response as anything more than that is simply a lie and a ploy to distract from the real issue
For the record, we had a drywall repair worker at the same time and in same space as BonfeHe will testify that the faucet was not broken before Bonfe began working on it
Final Consumer Response /* (3000, 19, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bonfe continues to ignore the issue and offers pretend solutions in hope of distracting consumers reading complaintsPutting the shower head back on will not fix the damage done by bonfe and they know this
Final Business Response /* (4000, 17, 2016/01/29) */
we have made a good faith effort to repair the faucet, offered to replace faucet at a discounted price, so being the faucet is not useable by you now we could return and put the shower head back in place for you to use it as is

Initial Business Response /* (1000, 8, 2015/11/23) */
Iam responding to the Revdex.com coplaint that we recievedThe customer called on 5/1/to say his water heater is not workingWe sent a technician to the houseOur Techdiscovered that the P&T Valve was leaking and the pilot light was not
liteHe repalced the P&T Valve and re-lite the piolit for the customerPer our warranty we charge a $service fee and the buyer is covered up to $2,per occuranceIn this case the customer was charged the service fee and we covered the $the repair would have costWe worked with in the terms and conditions of our warrantyThe water heater was repairedThe customer e-mailed me saying the water heater still is not working rightI offered to send out a technician at no cost, to my knowledge the customer never called back to set up an appointmentThe customer did not pay for the warranty the cost of the warranty, the seller of the property bought it for the customer
Initial Consumer Rebuttal /* (4200, 16, 2015/12/10) */
***Corresponding documents attached
First, to recount the total background of this matter, you should know that:
After spending one day in our new home, we woke up on April 30, with no hot water
We contacted Bonfe (we had our realtor purchase a 1-year Warranty for $419--see attached "Invoice8856.xls")
Our basement floor had rooms flooded with water the day after we moved into our homeWe called Bonfe early April and Bonfe came to our home on May The repairman diagnosed the problem as a faulty "T&P valve" (Temperature and Pressure relief valve) which he replaced--spending a matter of minutes doing the workOur one-year "Total Warranty" covered $and we paid him $(see attached "Bonfe 5-1-repair receipt - repair didn't work!.pdf"
On Sunday, May it happened again--the new T&P valve released a large quantity of waterWe sought 2nd opinions from reliable plumbersThey told us that the problem was that the water heater was overheating--and that the T&P valve actually was doing what it was supposed to do: relieve pressure so the water heater didn't burst as the temperature and pressure built up to dangerous levelsThat indicated that there was a more systemic issue at hand
It happened more times in the following daysAfter over months of research and study, I wrote Bonfe a very thorough and exhaustively researched letter which thoroughly documents and explains the sequence of events that precipitated this Revdex.com complaint--I believe this is well-documented and honest--a 3-page letter with pages of attachments including photos
I sent the letter (Word document "Bonfe letter 8-8-15.docx") as an attachment to my email sent to the Bonfe Home Warranty Administrator on Saturday, August 8, at 5:02pm
Exactly hours and minute later (Sunday, August 9, at 12:03pm) I received an email from a MrMark ***, whose Bonfe title is Home Warranty ManagerHere is the content of his email in its entirety:
Hello ***,
I read your e-mail and I understand your situationOur warranty is a repair first, replace second kind of warrantySince the water heater is working, there is nothing I can do for youI can send out a technician to make a repair on the water heaterI will wave (sic) the service fee to have a technician come out to the houseThe pour (sic) quality of the water heater is not on usIf I were you, I would call the company that put the water heater inYou may have a warranty on the water heater with themLet them replace it for you
Thank you,
Mark ***
Mr*** was essentially saying:
We are not honoring your warranty
I will only send out a repairman to do the same (failed) repair he did before
That I should contact the company who put the water heater in and "Let them replace it" (Mr*** well knows that the water heater was installed Dec15, and that the Warranty doesn't pass through to us, the new buyer of the house)
After fruitless efforts with Bonfe, on November 9, I finally decided to enter a complaint with the Revdex.comThe complaint (condensed to meet maximum requirements) read:
Bonfe sold us year warranty, I called for repair, repair didn't work, I requested a real repair or replace, they refused and said call someone else!
We had 1-year Warranty and shortly after moving in the water heater failedService person came out and replaced a valve; water heater failed again that same nightAfter more failures (I re-started the unit each time) and extensive research on the chronic problem I sent detailed 3-page letter with pages of photo asking Bonfe to correctly repair or replace the water heater
The next day (August 9) MrMark ***(Warranty Manager at Bonfe emailed us this memo:
Hello ***,
"I read your e-mail and I understand your situationOur warranty is a repair first, replace second kind of warrantySince the water heater is working, there is nothing I can do for youI can send out a technician to make a repair on the water heaterI will wave (sic) the service fee to have a technician come out to the houseThe pour (sic) quality of the water heater is not on usIf I were you, I would call the company that put the water heater inYou may have a warranty on the water heater with themLet them replace it for you."
They refused to consider replacement of the water heater which was known to be defective
We contacted a real plumber and had a new water heater installed
(I have many more documents and exhibits I can produce)
And on November 13, Bonfe responded:
Iam responding to the Revdex.com coplaint that we recievedThe customer called on 5/1/to say his water heater is not workingWe sent a technician to the houseOur Techdiscovered that the P&T Valve was leaking and the pilot light was not liteHe repalced the P&T Valve and re-lite the piolit for the customerPer our warranty we charge a $service fee and the buyer is covered up to $2,per occuranceIn this case the customer was charged the service fee and we covered the $the repair would have costWe worked with in the terms and conditions of our warrantyThe water heater was repairedThe customer e-mailed me saying the water heater still is not working rightI offered to send out a technician at no cost, to my knowledge the customer never called back to set up an appointmentThe customer did not pay for the warranty the cost of the warranty, the seller of the property bought it for the customer(misspellings are verbatim--not edited by me)
There are many issues with Bonfe's response, but I will be short in my comments:
"Our Techdiscovered that the P&T Valve was leaking and the pilot light was not liteHe repalced the P&T Valve and re-lite the piolit for the customer"
As detailed above, the P&T valve was working properly--it was preventing the water heater from bursting! And Yes!--the pilot was also out, this happens every time the P&T valve activates(and we called April and Bonfe came on May 1, despite their same-day promise)
"The water heater was repaired."
It was NOT repaired--even with the new P&T valve it continued many to expel water and extinguish the pilot many times (My wife and I cleaned up the water every time and re-lit the pilot) until we finally replaced the water heater
"The customer did not pay for the warranty the cost of the warranty, the seller of the property bought it for the customer."
This is untrue--it was paid for with our funds which came out of closing proceeds, and in any case this makes no difference to Bonfe--it was our home and Bonfe was paid in full for the Warranty ($annual) and the repair call ($95)!
Here are the issues:
Bonfe misdiagnosed the defect
Bonfe claims they repaired the water heater and they did not
Bonfe charged us $for a service call in which they didn't repair the problem
Bonfe made it clear they would not replace the defective equipment--in contradiction to my warranty
Bonfe charged $for a one-year warranty that they will not honor
You, the Revdex.com, are certainly aware of the problems Bonfe has with not delivering what they promiseIt is clear by their offensive and misleading responses that they have no intentions of fulfilling their warranty and contractual obligations
Please contact me if you need additional information--I have many other emails and details, but feel this version states the salient points in this whole matter
Incidentally, we did have a reputable plumber install a new water heater (over $1,100) in November and paid for it ourselves--we had intended to finish the basement in June but had to wait months until a new water heater was installed, so the newly finished area wouldn't be floodedBonfe should have installed a new water heater, but we aren't making a claim for that--we just want our money back!
I want Bonfe to refund the $annual cost of the 1-year Warranty they won't honor and $for the service call when they misdiagnosed the problem and didn't make the repair
Please feel free to contact me at any time with questionsThank you for allowing me additional time to submit this information to you
***
***
Burnsville, MN
***
***copied and pasted from email
Final Business Response /* (4000, 22, 2016/01/04) */
Hello,
I am resonding to the coplaint you recieved about Bonfe Home WarrrantyIn the home owners notes he say's that he only called once for service and didnt call Bonfe back after the the incident happend againSometimes it take a second or 3rd service call to correct a situationI know I have had to bring a car back to my mechanic a second or third time to fix the problemBonfe works very hard to take please every customer but we know we can't please 100% of our customersBonfe did follow the guidlines of our warranty as stated in the brochureThe home owner made a choice to call some one else instead of calling Bonfe backWe stand by our serviceI again I do not believe we owe the home owner any money back
Thank you,
Mark ***

Dear Katie, Thank you for sharing your experience with our company! We can assure you that we take heat loss in customer’s homes very seriously and have our customers as our number priority! When we visit a customer’s home, we send licensed, bonded and insured technicians and come with equipment
that most other companies don’t utilize, to do a thorough diagnostic on the system; occasionally what we are able to verify, other companies don’t see on initial inspection We have many guarantees listed on our website to help care for our customers when situations like this arise Had you requested us back out (for a second opinion), we would’ve covered the cost to have another company with us and if proven incorrect on our findings, would’ve given you $for the misdiagnosisTo address your concern on the pricing we offered, we won’t try to deny that we are priced in the mid-high price rangeThe reasoning for this is the services that we provide and the cost to offer themWe maintain our establishment with a guarantee of 24-hour emergency services, a representative and manager available to speak with at any time, licensed, bonded and insured technicians, lifetime warranties on anything we install and we are a one-stop shop for any home service repair needsWe are a constantly evolving company and require continuous training of our technicians and office staff to provide you with the best service possibleThank you for being our valued customer since 2015; we're sorry to have lost your trust!

Revdex.com:
I have reviewed the response made by the business
in reference to complaint ID ***, and find that this resolution is satisfactory to me If you could please let me know as to when I can expect payment it would be much appreciated, thank you.P.SIn my original complaint I had listed Connexus several times and it should have been Center Point