Reviews
Customer Review Ratings
Average of 142 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromTerry H
Date: 02/19/2025
1 starTerry H
Date: 02/19/2025
I am writing Bonfe a check for $110 tonight to cancel a junk membership fee. I am paying $110 because I signed for an invoice on an ipad like device after a technician had replaced my failed water heater on December 19, 2024. Before replacing my water heater, the technician gave me three options ranging from about $3,200 to around $5,000 with the difference attributable to the length of the warranty. I chose the lowest cost option. I asked for a copy of the invoice, which the technician said would be emailed. An email finally arrived on January 20, 2025. It arrived only because I called Bonfe’s customer service to inquire about another email invoice I received requesting payment for an $11 monthly membership fee. After sending the invoice, Bonfe’s representative politely asked for a credit card number to pay my fee. When I questioned her about the fee, she pointed to the 12-month membership included on the invoice she just sent me. I explained that I was not told about the required Bonfe membership, which she again referred me to the invoice I had not had a chance to look at yet. When I argued with her, she said she would reach out to the technician and billing department. I am writing this review today because I again received an invoice to pay my $11 membership fee. Worse yet, I learned at ******************************* that “Coverage will automatically continue after the initial one-year term unless cancelled in writing by either Homeowner or Company.” So unless I send Bonfe a letter cancelling my membership, apparently I am stuck with it til death do us part. Seems like there should be a law against such practices.
Bonfe Plumbing, Heating, Cooling, Electrical, Sewer
Date: 02/21/2025
*****,We're very sorry to hear about this experience and appreciate you bringing it to our attention. We pride ourselves on our transparency, integrity, and professionalism and it sounds like we missed the mark here. We sincerely apologize for the miscommunication between our technician and the lack of explanation about our membership program. It is never our intention to deceive a homeowner into signing on for our maintenance plan, and we're more than happy to cancel your plan. You can expect a call from our Plumbing Manager this afternoon to discuss your experience so we can learn where we dropped the ball and use it to improve our services. Thanks for taking the time to share your feedback with us. We value your business and hope to earn your trust back!Review fromAnnie L
Date: 02/16/2025
1 starAnnie L
Date: 02/16/2025
I was in panic mode after a burst pipe in my basement & made an appointment with Bonfe before doing my due diligence. I have since discovered that they significantly overcharged me. Including charging almost $700 to locate the leak & clean the area, which I had already done. Before realizing this, the plumber convinced me to sign up for a membership so I could get my furnace serviced for free. We set up the appointment. I was told to be home for 13 hours for both appointments, absolutely ridiculous. Then they said they would give a 30 min warning. It is not a warning. They called, when I didn’t return the call in 10 mins they cancelled the appointment & are now ignoring me. Guess I won’t be getting that “free” service after all. Horrendous customer service, overpriced & a scam all rolled into one.Bonfe Plumbing, Heating, Cooling, Electrical, Sewer
Date: 02/21/2025
Hi *****,We apologize for any miscommunication during what sounds like a stressful situation. To clarify, the cost you mention included our plumber removing and replacing the section of damaged piping and returning it to operation, before installing a new shutoff valve. We do not ask customers to stay home and wait for us; in fact, we encourage the opposite. We call 30 minutes before the technician is due to arrive at your home, but we do need to hear back from you 10 minutes after we make that call to keep our schedule moving. Since we were unable to reach you, and you did not call back, we had to move our technician to another job to keep his day moving. We'd be happy to get you back on the schedule for your complimentary tune-up and will have someone from the office give you a call to set up an appointment!Review fromKeheung A
Date: 01/20/2025
1 starWe had a clogged kitchen sink. Other company we called stated $99 charge to come out and then depending on what's needed would get additional charge, Bonfe had a flat rate of $189 so we went with Bonfe. First day timeframe to come out was 8-12pm. We get a call at 2pm stated they had an emergency and will not be on site until the next day. 2nd day, technician comes out and doesn't provide any other option and says a better will be used and it will be $350 dollars. However they graciously provided us $25 from the day before. Snakes, and jets then "breaks" a head. 3rd day they come out again and says that the clog is too clogged and needs a camera though the pipe. Charges my wife $325 and a new guy with a camera comes and says yep it's clogged will need to snake and jet but no guarantees. Tries to charge us another $325. I speak with the manager at this point and express my frustration and terrible business practice. They said a guarantee would be a plumber to come out and make an access at the basement. Plumber comes out and quotes us $935 for an access. Cuts 3 holes in my drywall and says can't find it then leaves. Says we will send another technician on Monday (this is Friday at this point) to snake and jet for free. I goto Home Depot and rent a 75 self feeding snake and work on it for 3 hours and able to break through the gunk to get the flow. It's Monday today and another technician comes out and says only a snake was complimentary and another jetting would cost me $325. Needless to say I didn't jet. Would you use this plumbing company? Now I will go work on repairing my drywall holes x3.Review fromJoelle K
Date: 11/14/2024
1 starThe plumber was very nice but the estimate was very high. To replace a tub spout with shower diverter was $636. He wanted half down and I gave him $300. Our fixtures are oiled bronze so we looked on line for a replacement. He found one for < $80. I told him that seemed really low priced and after lots of looking, I discovered it was plastic. I told him I did not want plastic. I looked again and found one. It was >$100 told him about it and he ordered it. After way too much digging I found this one was plastic too. I guess he forgot to mention that part. He had ordered it and said he could not return it. I told him if he could not find a metal one then I wouldn’t replace it. I called Bonfe and told them the situation and they said my request would be sent to the manager and that they would call me back soon. They obviously called the plumber because the next call I got was from him. He stated that he had spent 20 hours looking for a spout and I had wanted the one he could not return so we should not expect a refund. He was probably harassed by someone at Bonfe to get me to be satisfied and forget the $300. Well I am not satisfied. They made more money then I do for the time he spent and I save lives for a living.Review fromSara G
Date: 11/08/2024
1 starTerrible costumer service. I had scheduled my appointment online and had a staff member call me the day before our appointment to confirm our all day appointment (7am-8pm), which I did. I have two small children and we have a busy house (especially in the am)…I missed their call saying they were dispatching a technician. Apparently I needed to answer that call bc they ended up giving me 20 min and then canceled my (2 hour appointment slot/which most likely wouldn’t have taken that long)…we were home and waiting for the tech. I am very disappointed as we were expecting them and thought by making an appointment, confirming the day before would have ensured us our technician’s visit. DO NOT recommend.Review fromJeffrey C
Date: 08/23/2024
1 starJeffrey C
Date: 08/23/2024
Had a leak that needed an emergency fix. They came out and fixed it. I think the charge was probably too much, but that's not why I write. While he was there, he tested for gas leaks and (supposedly) found one. What can we do? We need it fixed so the house doesn't explode, so I agreed that he would fix it for $293.25. 15 minutes later, and with no parts used, he was done. Even if there was a gas leak, that is exorbitant. I sent them the following message about two weeks after the visit: I'd like you to take another look at a charge on this bill. The second charge of $293.25 was to repair a small gas leak that your guy found. I don't believe he used any parts, and it took him about 15 minutes. Given that, this seems like an outrageous amount of money to charge. Please either justify this or give us some refund of this charge. No response. I sent a follow-up 18 days later, and now 24 days after that, I have received no response.Bonfe Plumbing, Heating, Cooling, Electrical, Sewer
Date: 08/26/2024
Hi *******, thank you for sharing your concern. Upon looking into your customer account, I was not able to find the initial message that you mentioned up above, so there is a chance it was not properly documented on our end, or it went to an inbox that is not monitored. However, this is no excuse and we are very sorry that it has taken so long for you to hear back from a member of our team. I have created a ticket with our plumbing team and a manager should be reaching out to you in the next 2-3 business days.Review fromJayme B
Date: 07/29/2024
1 starJayme B
Date: 07/29/2024
* ****** **** *** * ******* ***** *** **** **** ******* * *** ** ***** **** Earned enough I could sign up on for the service program. I have never been treated worse by a company. Took over a week to get someone to call me back to cancel the plan. The manager was on vacation and the voicemail I got on Friday saying he would call Monday didn’t mean anything. Technician who came to my home told me he was one of the most senior techs- has only been in the business for a year and tried to tell me I had a refrigerant leak and scared me with the cost. I told him to check again and suddenly I don’t.Bonfe Plumbing, Heating, Cooling, Electrical, Sewer
Date: 08/26/2024
Hi *****, Thanks for taking the time to share your feedback. We value your experiences as a past employee and a customer and appreciate your patience while our ************ Manager was out on vacation. Our team has attempted to reach you a handful of times, but have not been able to connect with you. Please feel free to give us a call if theres anything else youd like to discuss or if theres anything more we can assist with. ************Review fromSiamand H
Date: 06/28/2024
1 starSiamand H
Date: 06/28/2024
I had one of their technician come out to perform a diagnoses on my AC Unit, he claimed the Fan Motor and the Capacitor was out and needed to be replaced. He originally quoted me $1800 and then brought it down to $1100. The guy seem very shady and sketchy. He charged me $99 for the diagnosis. I had Genz-Ryan come out and perform a FREE 2nd opinion diagnosis. They diagnosed the AC Unit and found the capacitor was complete fine, HOWEVER, The Fan motor and Compressor was out and they recommended buy a new AC since the repair costs would be the cost of a new AC. The Bonfe technician did not do their job properly, I was charged $99 for a diagnostic that was not done correctly. They never checked the compressor. I callled Bonfe customer service and requested that they send out another technician to perform the diagnostic correctly, so that I could submit the correct diagnostic to my insurance. They stated that I would have to pay an additional $99 if I want another techinician to come out. The most awful service I have received. First they try to upsell me on the cost of the repairs, second they did not do their job correctly, and lastly they have audacity to say they would have to charge an additional $99 for them to “maybe” do their job right.Bonfe Plumbing, Heating, Cooling, Electrical, Sewer
Date: 07/02/2024
*******,
Were sorry to hear that you were unhappy with your diagnostic quote. Our technicians are licensed and trained to thoroughly inspect equipment and we pride ourselves on our integrity and professionalism. We charge a standard $99 trip charge to send our technician out to your home. The $99 is completely waived should you choose to move forward with any work. If youd like to move forward with the recommended work, or if you choose to invest in a new system, your trip charge on the visit will be waived.Review fromJacob M
Date: 06/05/2024
1 starJacob M
Date: 06/05/2024
Requested service for an error on the thermostat and set up an appointment for $99 diagnostic service. Technician came out and tried to determine the problem. He spent time looking at the wiring and outside connections. Eventually did something to thermostat that caused the AC transformer to smoke and told me I should have the AC unit installer work on it since he should be able to fix it under warranty. He then begun to create a quote for Bonfe to perform the service and I was then charged $225 because he went over the 30 minutes despite failing to alert me to the additional cost. I had called them out to hopefully get the issue resolved quickly if it was a minor issue. But despite them not being able to fix it, they decided to take extra time to run up the cost and provide no tangible benefit to me. The person I eventually went with repaired the system for less than Bonfe's "diagnostic". If you need prompt service, Bonfe may be a good option, but you will most likely be drastically overpaying. Hopefully they change their practices to be more upfront and transparent.Bonfe Plumbing, Heating, Cooling, Electrical, Sewer
Date: 06/14/2024
*****,Thank you for taking the time to share your feedback. The $99 service charge covers up to 30 minutes of diagnostic time. There is an additional cost when further diagnostic time is required. However, all diagnostic charges are fully waived should you choose to move forward with the recommended work. We have shared your feedback with management and are glad to hear that your cooling issue has been taken care of.Review fromSharon G
Date: 05/16/2024
1 starSharon G
Date: 05/16/2024
Terrible customer service. I was scheduled for a window "some time today"- took the day off of work and they waited until 4pm to let me know there wasn't anyone available to come out. They claim they left me a VM message at 3:20 but they did not so I contacted them to find out when they were showing up. They offered me $50 of "Bonfe Bucks" to compensate for wasting my entire day. What a joke. $50 to possibly wait another entire day for a no-show? (And I assume they would just add $50 to my bill anyhow) Don't book appointments for people if you don't have anyone to show up. They also told me technicians can show up as late as 10pm so the fact they don't have anyone available at 4pm means they grossly overbooked.Bonfe Plumbing, Heating, Cooling, Electrical, Sewer
Date: 05/17/2024
Hi Sharon, We apologize for the inconvenience of needing to reschedule. We work hard to optimize our technicians' schedules each day. Sometimes, a technician will arrive at a job that turns out to be more extensive than the initial scheduling call suggested, or we'll receive an influx of emergency calls that are causing active damage to homes or are safety hazards. Because of all of these moving pieces, we do not provide strict timeframes for customers. Instead, we recommend that you go about your day as normal and we provide a 30-45 minute heads up before the technician is scheduled to arrive at your home, giving you time to get back to the house if you are out. We appreciate you taking the time to share your feedback and will pass this along to our scheduling team. To clarify: You may use Bonfe Bucks for any service. They are filed in your customer account.
Bonfe Plumbing, Heating, Cooling, Electrical, Sewer is BBB Accredited.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.