Sixpence Inn

I am rejecting this response because:
We received the check
todayFor the record it was not made on the 1st as statedIt was postmarked the 6thHad we been given the correct information in the first place we would not have had to spend so much time on this matterIt is not our fault that numerous customer services reps gave us the wrong information

Dear ***, Thank you for sharing your experience with our company and I apologize for the delay in response to your concernWe take these matters very seriously and performed a thorough investigation into your accountWhile we are a mid to high priced service company, we do offer up-front
pricing with excellent warranties on installed equipment and a speedy installationWe do offer multiple installation options which is why you may have noticed that variation in pricing; I’m glad to hear that your total was discounted $in reflection of your home warrantyAfter having the pleasure of speaking with you on August 28th, 2017, we’ve decided to proceed with a partial refund of your home warrantyThis was to account for the attempted repairs we made to your air conditioning unit (covered under your warranty) before replacement was needed; a refund check was issued to your home on August 31st, If you have any further questions or concerns, our Customer Care Manager Danielle, can be reached at ###-###-####.Sincerely, Bryan ***General Manager Bonfe

Initial Business Response /* (1000, 5, 2015/10/15) */
***,
Thank you for addressing your concerns with usWe take tremendous strides to ensure customer safety relative to cracked heat exchangers and carbon monoxide exposureBonfe's has invested in high resolution scooping cameras to find
such cracksWe have the pictures showing the cracks and water marks proving that your breathable air is compromised
However, know one is perfect and we would love a second opportunity to show you and the other contractor our resultsAnd if we are wrong, refund you your $and give you $visa gift card for your time and energyThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this ready made response because it addresses issues that I did bot call the technician out to addressI specifically called Bonfe to fix a water leak, not stick a scope into my machineTheir visit was clearly meant to push expensive heating and cooling appliances and was not intended to fix the issue I wanted them to fixAttempting to scare consumers into purchasing unneeded appliances is commonplace in this particular industryI will contact my credit card company and file a complaint as I will not be paying for this sort of malicious disserviceBonfe can show their "check up" results to anyone they want toThe fact remains that they were called out to fix a water leak and they didn't even look at itThe 2nd heating contractor I hired fixed my water leak in about minuteIt was a plugged hose elbowAll else on the furnace was fineI want my entire "fee" returned to meBonfe needs to remember how powerful "word of mouth advertising" can be to any industry as I live in a very close and congested areaI'm sure Bonfe will work with me as soon as they realize the reason for my contacting them was a simple water hose plug
Final Business Response /* (4000, 9, 2015/10/26) */
***,
No problemI will send you a form today to sign (with a return envelope enclosed) excluding us responsible for anyone's health resulting from your faulty heat exchangerOnce we receive it, I will send you a check in total for your initial investmentThank you,
Final Consumer Response /* (2000, 11, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their response to this issue and after receiving a reimbursement check as promised I will consider this issue closedI will give Bonfe neither a positive or negative reviewThank You

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###-###-####

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

Mr. [redacted],
I will have our CFO reach out to you again to try and resolve any fault on our end. Thank you,

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) */

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,

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 $100 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 opinion. There was no response at all to my communications at that time. I 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 2015 (different address, but same customer.)

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.

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###-###-####

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.

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

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.

(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, 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: 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

Dear Katie, Please accept our sincere apologies for your experience with our company. Our customers are our top priority and we never want anyone to have a negative experience. Thank 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 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],
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,