Complaints

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been paying a GOLD Warranty Plan for my appliances from +15 years. The company is committed to replace appliances if they cannot repair them. They cannot repair my Whirlpool dishwasher because the parts are not being manufactured anymore. They want me to replace the dishwasher, offering me $300. There is no dishwasher the same quality of the one I have for less than $600. It is not the first time this happens with BFS. I cannot afford to keep loosing tenants due to BFService lack of commitment. My contract is under JONABELLE CORP, ***************************************************. Contract number: ********

  Business response

  06/27/2024

  Good afternoon,
  I reached out to your local office and they advised that they contacted you last Friday, June 21st and came to the resolution to purchase a new dishwasher and install it for you. the dishwasher has arrived and the installation is scheduled for Tuesday, July 2nd with the tenant. If there is anything else I can assist you with, please feel free to reach out to me directly.
  Have a great day!
  *******************
  ***********************************************************
  **************

  Customer response

  07/02/2024

  The dishwasher was not delivered today, as the company was running late. Apparently it was rescheduled for next Thursday.

  Customer response

  07/03/2024

   Date Sent: 7/2/2024 3:39:39 PM
  The dishwasher was not delivered today, as the company was running late. Apparently it was rescheduled for next Thursday.

  Business response

  07/05/2024

  Good morning, 

  Our technician was on the way to the appointment to do the install when he called to say he was 30 minutes away, the tenant asked if they could reschedule the appointment. The date they said would work best for them for the install would be next Thursday, July 11th. We were ready to install on the scheduled date.  

  Thank you, 

  ************** 

   

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Warranty Package WITH Replacement coverage. On 10/31/2023 the company showed up to repair my refrigerators top ice maker and the water not going into the filter. Since this time, I have had 7 other appointments with this company and their "repairs" have further damaged the unit. As a result of their working on my refrigerator, the bottom ice maker longer works, water no longer dispenses out of the front and the freezer is not keeping ice cream cold. I spoke to the Manager who informed me I need to call ******* and have them diagnose the unit - they will reimburse me. If repairs will be too expensive, "we will have to go down another path". I was so angry last week - I told him per my policy I want a new fridge as clearly they cannot fix it. He told me we would only get $1500 and my fridge is more than that. I told him I did not care and that I wanted a working unit. ******* comes today and I have no confidence Broward Factory Service will resolve my issues any time soon.

  Business response

  02/07/2024

  Good afternoon,
  We had our regional manager, ******, reach out to ************************************* and addressed this issue. She advised that ** is going out to her property to see if they can fix the issue. If not, BFS will give her $1,500 in lieu of replacement of the refrigerator per our contract terms and conditions.
  To view our terms and conditions, please visit www.browardfactory.com/tc 
  Thank you, 

  ************** 

  
  

  Customer response

  02/21/2024

  Broward Factory Service reached out to me and told them to contact them when ** came to diagnose. They offered to reimburse me the price of my Warranty or to replace my fridge - all options would have been great last year when no one from the ************** would listen to me.  During Diamond Appliance Repairs (the ** company to repair) inspection, it was found that Broward cut electric and water lines and joined them together which created further damage to my unit of no bottom ice and no water from door.  Diamond Appliance Repair also first replaced the compressor which was the reason nothing was cold or frozen- a problem NONE of the Broward people would address. The fact that Browards response was for me to call ** and have them diagnose - a process that took over 2 hours on the phone- is not only unprofessional but speaks to their incompetence.  I don't have ******* number but would like a call to have my warranty fees for ********* 2023 - 2024 refunded so that I may be rid of them. 

  Business response

  02/22/2024

  Good morning, 

  ********************** Silver and Gold contracts will be fully refunded, as per the instruction of our regional manager, ******. The refund process will be initiated promptly. If you require any further assistance, please do not hesitate to reach out to us.
  Wishing you a wonderful day.
  Best regards,
  *****

  Customer response

  02/23/2024

  **** told a refund would be processed. We have seen nothing yet.

  Customer response

  03/01/2024

   

  Iwas told a refund would be processed. We have seen nothing yet.

  
  

  Business response

  03/04/2024

  Hi there, 

  Your contract was refunded to the credit card you used for the renewal in 3/21/2023. Please check your statements to see your refund that was issued to the card ending in 9419 on 2/22/2024.

  Thank you, 

  Customer response

  03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been without AC since beginning of April. We were initially waiting on a coil that was on backorder. We were told 4-6 weeks. That came and went with no word other than "it's still not in". **** comes around and the heat in the house it 90+ daily. I call the *********** MULTIPLE times with no response. This became a pattern for **** and July while trying to connect with *****************. After multiple calls to the office (can't leave a voicemail, the box has been full every time I call) ***** tells me that the coil he said was on backorder may not come in at all and our best bet is to replace the system. He said this is common with parts on older units...fine, but why wasn't that communicated to us in April? We waited 6 weeks and then a few more because we were told the part was on backorder, now that's no longer an option and we need to fully replace the unit. At this point it has been almost 3 months without AC and a solid month of calling daily trying to get in contact with ***** with no response. I am very upset at the lack of professionalism in communication. ***** is quick to send contracts but takes days/weeks to respond to anything else. Due to the many issues we have already had, I request a written recommendation for the replacement services and ask that ***** also put in writing that he had been actively looking for the part over the weeks we were told it was on backorder back in April. No response. Multiple calls. Multiple emails. Nothing. He just resends the contracts. I make it very clear that I will not sign a contract until I have something in writing from him because the many issues we have dealt with. No response. I have never had a worse experience with a company. A company who we pay to take care of the needs within our home. I am formally requesting a full refund for the coverage fee for the year as this office allowed my family to be without AC for now four months.

  Business response

  08/21/2023

  Good afternoon,
  I have reached out to your local manager and he advised that he has been trying to get in contact with you in regards to this but has not being able to reach you but has left a few messages. He also advised that the last time he heard from you via email you advised that you wanted to go ahead and move forward with the work but would not sign anything to confirm the start process unless he sent a written letter which was sent to your email back in April. When you get a chance, please contact ***** so he can proceed with completing the job for you.
  Thank you,
  ********************;

  Customer response

  08/21/2023

   
  Complaint: 20406394
  
  I am rejecting this response because: there has been no attempt to contact me. Not a single phone call or voicemail. He responded to my email by forwarding something from April which was just a breakdown of the price. Not what I had asked for. I was not asking for what I was sent in April because my concern was that the issue was never looked at May-July. I have attached the only contact I have received from him (3 weeks after calling/emailing multiple times) I have heard nothing from him via phone or email since. 
  
  Sincerely,
  
  ***********************

  Business response

  08/28/2023

  Due to the nature of the repair, we have sent repair options back in April and they were also provided to you back in July in the first BBB case. This whole time we are waiting for a decision on which route you would like to take for the repair. The options still stand from the original response we sent back in April and July (please see attachments). We certainly do not want you to be without A/C but we can not move forward without a decision from you. If you would like to cancel your warranty, we will need a written document stating you would like to cancel and we will give you a 90% pro-rated refund of the unused portion on the contract less any claims. I have also attached our terms & conditions for you to refer to about our cancellation policy. 

  Thank you, 

  Customer response

  09/04/2023

   
  Complaint: 20406394
  
  I am rejecting this response because:

  You are not being honest. "This whole time we were waiting..." Is simply not true. I had to call daily with no response to try and get help from your company and would only hear back in the form of the contract being resent, not other communication or support was provided. Prices on the contract were also inconsistent. You do not care about us having AC. You haven't since the issue started in April. You are only responding now that the BBB is involved. It truly feels like you do not listen to what I am asking for. We will not be purchasing an AC unit from you because you are not a trustworthy business. We did not renew our warranty contract with you so there shouldn't even be anything to cancel. I have requested a full refund for the year warranty since the only thing your company did was waste my families time. Minimal support or communication was provided and you allowed us to go April * July with no AC and very little communication other than when you were trying to get our money. 

  Please confirm that there is no active warranty contract as we absolutely did not renew....my husband even spoke to you on the phone about that....so I find it odd it is being mentioned in this email as if we still have a contract with you. 

  Please provide a refund check for the full amount of the home warranty fee from July 22*July 23. We will not be purchasing an AC unit from you, we have not renewed our warranty contract. We are seeking compensation from the lack of services provided and appropriate communication and support during our warranty contract dates.

  
  Sincerely,
  
  ***********************

  Business response

  09/07/2023

  To whom it may concern,
  Mr. & ***************** paid for their BFS contract renewal with 3 split payments with the first payment starting on August 2, 2022 for the amount of $228.40, the second payment was $228.40 drafted on September 2, 2022, and the last payment was $178.45 drafted on October 5, 2022, making their renewal price $635.25. Our warranties are 12-month contracts, meaning they only have coverage effective as of August 4, 2022 July 29, 2023. As of now, the contract is expired so currently there is not an active BFS contract for their property. The homeowners called in a claim for a Dryer breakdown on November 21, 2022. We sent ************** out there to diagnosis and complete the repair. Our first call about the Air Conditioner was not until April 3, 2023 about 9 months into their warranty contract. We had sent ************** who advised what needed to be done and we provided repair options for the homeowner (attachments from previous BBB responses). Due to the specific issue, the Air Conditioner is repairable and BFS only covers the replacement of the equipment unless the unit is completely condemned (please refer to BFS Terms & Conditions). We provided options for the cost of the repair and if the homeowner wanted to upgrade to a high efficiency Air Conditioner in case they did not want to wait for the part or approve the cost of repair. Due to their dissatisfaction with the options for the Air Conditioning claim, the homeowner has the right to cancel their policy.If we cancel their contract from the date of the original Air Conditioner claim,they will get a 90% pro-rated refund of the unused portion of the policy less any claims. When we did our calculations for this, it resulted in the homeowner not getting any money back due to the one claim they had for the Dryer and there was only 3 months left on the contract when they made their Air Conditioner claim.
  Thank you,
  **********;

  Customer response

  09/12/2023

  
  Complaint: 20406394
  
  I am rejecting this response because regardless of the amount of time left in the contract, your company allowed my family to go without AC from April - July without appropriate communication or support. As I have previously stated I would have to call daily and would only receive a response from someone working at BFS every 4th or 5th time I called. The company did not do everything they could to communicate, and the only time we were communicated with was when a contract was sent. No questions were answered, no clarification was given. When someone came to look at the dryer they told us that the outside fuse was blown, and then left our house. We flipped the fuse and the dryer was still not working. *************** didn't even stay to check if there were further issues, so I would argue that again, nothing was done to assist in our issues with the dryer. Saying that no refund should be issued when we were without air conditioning in a ***** summer from April to July is absolutely absurd. Stating the company sent options is true, but when we would try to call to discuss options or ask questions we did not receive an answer for WEEKS, even with me calling daily at certain points. 
  
  Sincerely,
  
  ***********************

  Business response

  09/12/2023

  To whom it may concern,

  When we first diagnosed the system and found the problem and identified that the condenser coil was needed. When we checked the supplier, the coil was listed as on factory back order. The system is a R22 refrigerant system and some of the refrigerant parts may not be available or listed on back order until listed no longer available. We did pass the information at first to **************** and he was aware of part situation. While waiting for change in status ***************** called and asked for an explanation of the situation, and I explained to her what I had already told her husband. We later explained to ***************** that we could speed up the process by getting the complete outside unit, but modifications would have to be made to the inside system to except the different refrigerant that it would now use. And we explained the cost to do just that or if they wanted to upgrade to a complete system, we could also offer that and both quotes were sent out. ***************** wanted us to give her explanation for the reasons of both options. I explained as best I could, but still she wanted something that was already explained. I've tried to reach out and offer some kind of solution and left messages on the number listed on the contract, but she states that I haven't reach out. I would still like to offer some solution,but we have yet to speak. 
  Thank you 

  *******************;

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had a home warranty through BFS since purchasing our home. Our AC went out in the beginning of April. We were told the issue was with the coil. We were given the options to either replace the entire unit for 8k or get a replacement coil for $600. But we would have to wait 4-6 weeks for the part to come in as it was on backorder. Replacing the coil seemed like the right idea at the time, weather in April wasn't too bad and we would have our AC back in 4-6 weeks. 6 weeks came and went with no word from BFS. We called to check in and were told the part still was not in and would be about 3 more weeks. We waited and waited with no word from BFS. I call and email BFS almost daily trying to speak with someone with little to no response. I have to call or email 3-4 times before someone gets back to me. Voicemail has been full so you cannot leave a message for weeks. Finally after speaking with the manager we were told that the part probably wouldn't be coming back in stock so our only option was to replace the outdoor unit. We went three months without AC because BFS led us to believe the part was being made...only now to be told that it simply won't be coming back in stock and that we need to replace the condenser for 4k. I told manager ***************** that we would purchase the condenser and asked him to send me written recommendation of replacing the condenser and I asked him multiple times to put in writing that he has been actively looking for the part over the past three months, he has not. We were led to believe by BFS that if we waited 4-6 weeks our AC issue would be fixed. Three months later we were told that is not the case. We are now on week 15 without AC. I have called and emailed BFS 4 times with no response.

  Business response

  07/12/2023

  Good afternoon,

  Here are the two quotes I had sent to *****************. We have been on factory back order on a outdated condenser coil. The system is a R22 system and requires a R22 rated coil. The rest of the system is good. The condenser consists of three main components: The compressor, fan motor and blade, the electrical starting components and surrounding them all is the condenser coil which is the part that is at question at this point. When initially speaking with the Boneta's I explained to them that the coil was on factory back order and I did not or was given a time when it would available. At this point I verbally offered a quote for a new complete system due to the age of their system. They stated that they wait for the coil to become available. As part of my duties as branch manager is to check on all my parts that are on order or pending availability for factory back orders for all of our customers. 
  I explained to Mr. and ***************** that the upgrade to change out the coil or any major component of the system requires that we flush out the system to remove any contaminants and to also install a liquid line *********** order to prevent any problems with the new parts installed and the manufacture will warranty any problems that arise on the replaced parts. This is not a covered procedure by Broward Factory Service, therefore the charge is as quoted for that service.
  Thank you.
  Lua

• Initial Complaint

  06/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In December of 2022, I was contacted by *****, the salesman from Broward Factory Service, about my 2023 renewal for the Silver Plan. At the time I told him that I was not interested in renewing since I was going to be out of the country for 4-6 months, something that I do every year. Because of this fact it felt like it was a total waste of money to pay for something I was not going to use. *****, overcame the objection by stating that it would not be a problem because the membership could be placed on hold. This salesman, commented that it was too bad I did not know to call to freeze the contract on years past, but going forward, I could do that. He told me that I could always cancel and they would prorate the months less any service visit & parts. With that contingency in place, and the fact that I was told by the same person that prices were going up, if I waited any longer, so I payed for the plan in full on 12/30/2022. I charged the sum of $348.23 on my **************** card ending in *****. End of April, I contacted ***** to inform him that I was leaving for ****** & to place my contact #******** on hold effective 5/1/2023 until end of September 2023 , a total of 5 months. *****, was more concern about telling me about the office flooding, & the fact that they were putting new floors/carpet in the main office and that they were spread thin due to this, but he would work on my request and get to me. When I did not hear from him, I contacted the office and spoke to ********, and asked for *****, she told me that he was on vacation! I was shocked since he never mentioned that he would be out of office. I told ******** about the conversation with *********** said she would speak to **** about it. Today end of June, I decide to call to see about the status of the contract, only to find out that nothing had been done! ******** developed amnesia & can't recall the conversation, ***** denied saying anything like that! Manager **** was no help, to cancel

  Business response

  06/28/2023

  Hello *******,
  I do apologize for the experience you had going through your renewal process with our staff here at the office. As a customer of many years with us, I do regret you having to leave because of a misunderstanding you had in your conversation with our sales team, but we would never offer a freeze on an insurance/home warranty contract. This is the first time we have ever encountered a complaint like this but we will make sure there is more clarity on "account freezes" in the future. We did receive your email to get refunded on your contract . You should receive your prorated refund for the time you have remaining on your contract within the next couple of weeks. Again, we do apologize for the misunderstanding. 

  ***********************
  
  Branch Manager

  Customer response

  06/30/2023

   
  Complaint: 20245279
  
  I am rejecting this response because:  There was never a misunderstanding on my part .  You are making appear like I did not understand what I was told specifically by your sales person.  He said that I could freeze the account! He said it multiple times.  I had the call on speaker phone so others also heard what your sales person said.  He gave plenty lip service on how and what he could do to freeze the account when we went out of the country for an extended time.  Your sales person used that to overcome my objection so he could close the sale of the Silver Plan renewal.  I did not ask if this could be done, I did not know it could be done. I am not new to your service contract, I have had the plan for over a decade, it was only this time when I said I was not going to renew that your sales representative volunteered the information.  He made a verbal agreement with me and based on what he said I gave my credit card for full payment.  You are violating that verbal agreement.  It is also very convenient for you, to wait an additional two months to offer to cancel the contract at the end of the 6th month, and not at the end of the 4th month, why waited two more months to terminate the contract?  Why not cancel it when the freeze was out of the question? Why say he will work on it?  Why did not bother to call back and give an explanation of why it could not be done?  This is his MO.  It is the dismaying way Broward Factory Services does business.  You are more concern with taking every nickel you can from your loyal customers than doing the right thing for them.  All of this could have been avoided if your salesman had been responsible and offered to cancel the contract at the last of April when we spoke about a freeze. We could have just cancelled and it would have been over.  But yet here we are....Shame on you!  

  
  Sincerely,
  
  *************************

  Business response

  07/17/2023

  Good afternoon,
  Can you please send us an email of the date that you first spoke to ***** back in April? The manager has agreed to refund your contract from that date. Please email this to *****@browardfactory.com.I will be waiting for your message. Thank you so much,
  **********;

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home warranty from this company in 9-2-22, the gold package . Prior to agreeing to buy it , I had specific questions about big ticket items such as heat and ac units , and appliances . The sales representative who was very nice on the phone (Conn) was very specific that warranty would fix or replace items such as ac unit , compressor, etc . I live in ************ where Carrier is main ac unit used in the homes here , the compressors used in these units are scroll compressors which are better . Didnt know all this I researched it today . When I received my paperwork it showed the coverage on the front , including compressor, nothing was written on the back . After their tech came out and determined its the compressor, he told me that its not covered because its a scroll compressor and in fine print in their terms and conditions it stated that . I never received this with my warranty and only found this out after the fact . On top of this if ************ use carrier that the compressor is a scroll compressor the salesperson should have explained that to me prior to selling it to me and all the fine print with a ton of exclusions which basically makes it Easy on this company to exclude many repairs from warranty coverage and deceive customers . Worse experience ever with this company and all the small print of exclusions to s**** customers.

  Business response

  10/10/2022

  Good afternoon,
  We have issued a 100% refund to the customer on 10/4/2022 for $480.43 and it was put back on the same AMEX credit card they used to pay for the contract. On all of our BFS contract renewals and paid copies, it states to view our website at www.browardfactory.com/tc for the most current terms and conditions.
  Thank you,
  -**********;

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩