BFS (Broward Factory Service) Complaint

BFS (Broward Factory Service) Complaint

September 27, 2005

June 28, 2006 - Business Reply - From: Email User

From: Broward Factory Arizona Manager In response to a complaint posted on September 25, 2005: Without exact details of where the complaint is from, it may be impossible to address the specific scenario they are referring to but there are a few things that need clarity: Yes, we do offer service within 24 hours. In some cases, there are scheduling difficulties that are beyond our control. We often have customers that have challenging availability times. For the most part, this is usually worked out between the technician and the customer directly. Yes, there is a $45 deductible for each item needing repair. This fee is due at the time of service. If the problem is not covered, the customer has the option to pay for the repair through that technician or hire a company of their choosing to do the repair. As with most corporate procedures, in the event any customer from any location is due any money, they are advised that it could take up to 30 days to be processed. We are a national company and checks are not cut on a daily basis. Lastly, for a minimal cost, our contracts offer replacement of items that are beyond repair. This is a valuable option for our customers. To protect us from misuse of this feature, we have to implement a 30-day pre-existing condition clause. The technicians are qualified to determine if a unit was in need of repair long before the contract start date. In this situation, we would not cover the cost of fixing it because our contracts are only valid for items that are in working condition at the time of purchase. This provision is the only recourse to protect us from fraudulent purchases. It is most unfortunate that this customer had an unfavorable experience with our company. We can only hope that this impression has somehow been rectified with this person since September of last year.

September 27, 2005 - Consumer Message:

Name of business: BFS (Broward Factory Service)

Type of business: Home Warranty Provider

Location: 3500 N 28th Terr, Hollywood, FL 33020; phone 1-888-237-6060; website: www.browardfactory.com

Detailed Complaint:

This company is just starting operations in Arizona, and beware! I live in Phoenix and received a solicitation for their warranty via mail, promising in-house technicians, a $45 deductible per service visit, and 24-hour emergency service. We received absolutely none of this. After signing up online and paying $300, the e-mail confirmation even stated that "a low $45 service fee is paid to the technician at the time of service." Even the contract that was later mailed states this, which I have a copy of. It turns out that this is not the case at all. There are no technicians in Arizona and you have to FIND YOUR OWN contractor (obviously not 24-hour service), then pay for the call in full and request reimbursement from BFS after the fact. They then only reimburse what it would cost them to do the work, although they cannot tell you what this amount is. I'm still waiting for reimbursement 30 days later, and now I find out that the manager is making an arbitrary decision on her own to not cover the work, stating a pre-existing condition, even though no employee has ever looked at the unit and it was fine before I got the warranty. I will be filing complaints with various state agencies to ensure that someone else does not pay for a contract that will not be upheld in Arizona or any other state.

Alea Click this link to e-mail the message author: Email User

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Very simular in Lake Worth FL, bad service, rude techs, no call backs from manager. Techs came back 5 time for the same problem, it is still not fixed. My contract is over in October 2009, will be going with FPL App service.

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We are similarly having trouble with this company. They have very limited customer service hours and do not return calls. When we managed to reach a customer service representative, she was bored, distracted and rude on the phone. We finally managed to schedule service. They gave us a 10 hour service window and did not show up. The office was closed by the time we realized we had been stood up.

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Do Not Use BFS!!! My A/C went out, I called them, and then the worst service I have ever received began. It started from the first phone call. I have called over 38 times, it is a week later, and still my A/C is still out. I live in Houston. I can go through the many calls, the times they hung-up on me, the installer that did not mount the wiring correctly and caused the replacement to blow up, the many excuses they gave me not to come out and why it is my fault, the electrican bill I am out of poket to repair the damage they did from the improper installation, but bottom line do not use this joke of a company!

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BEWARE IS RIGHT...

I live in HOuston, tx and tried out the 24 hour service this weekend. The web site states that an A/C problem (not working/cooling) is an emergency problem and they will respond by telephone within one hour. WRONG...I called 10 times using the automated service and never received a call back!!

With the A/C out and the temp 98 degrees with out our Texas humidity, it is a definite emergency call! But I received no return calls.

I promply called MOnday morning and waited 15 minutes before getting a live person. They told me I was scheduled for a service call on Monday, but could not tell me when or by whom. Nevermind call the customer to inform them...I had to call myself. I called the HOuston office afterwards to speak with a service manager and was brushed off with the "he is in a meeting" excuse. So far...no calls to me from anybody.

VERY POOR CUSTOMER SERVICE, do not waste your money on this service.

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I live in TX and I have also had a problem with this company. Their technician did not repair my ice maker correctly and it subsequently flooded my wood floors and ruined them. BFS refused to repair my floors by saying that the ice maker had two separate problems, although it was doing the same thing when it flooded my floors as it was when the tech repaired it the first time.