Complaints

This profile includes complaints for Broward Factory Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Broward Factory Service

  null Port Saint Lucie, FL 34952-8204

• 

  Broward Factory Service

  3500 N 28th Ter Hollywood, FL 33020-1104

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In addition to the yearly fee for appliance repairs, I paid an additional $864.62 for replacement insurance, i.e., if the appliance cannot be repaired, they will pay for the replacement cost. My dryer stopped working over 3 months ago and they tried to repair it 2 or 3 times. They then offered me $250 for a replacement dryer. I said no, please fix it. After stalling for weeks, they offered me $450 for a new dryer, and I said to fix the old one if you will not pay for a new one. I checked online and dryers are over $500 or $600. Finally, I told them I would contact the Better Business Bureau if I did not hear back by Monday. That was a week ago Monday and I still haven't heard anything from them. I want them either to fix my dryer, pay in full for a replacement dryer, or give me back my $864.62 that I spent for replacement insurance.Please note that they are aware that my husband and I are both in our 70's and that I recently had a minor operation. I just had a second operation that I have not told them about. I cannot take clothes to a public laundromat for health reasons, and I should not have to pay for that anyway.

  Business Response

  Date: 10/01/2024

  Good afternoon,

  Ms. Solomon was told on 8/27/24 that we were ordering her a new dryer and that we would schedule on 10/8/24 to deliver and install it. 

  Thank you, 

  Customer Answer

  Date: 10/25/2024

  I just wanted to let you know that the solution was excellent.  The new dryer was installed and is working great!  When I heard they were ordering a dryer for me, I asked if they could get me one with a door that opens down - and they changed the order for me to get me the one I preferred.  Special thanks to *** for all his help!

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a home warranty with Broward factory service since 2000 that I pay from August 02 to August 02 the next year August 01 2024 my air conditioner stopped working I contacted the warranty company in ********* spoke to a ***************************** to have a technician come out a technician came out on August ******* look at my thermostat and told e before he even look at the air conditioner that it was my air conditioner compressor when the technician went outside he started forcefully yanking parts off the breaker outside and throwing them on the ground that wasnt covered in my warranty that I paid out of pocket ****** in September 2022 he was going to tell me that the part was faulty when they installed it 2 years ago the technician took the top off the air conditioner and said that it was the compressor I asked to see the work order the technician refused to even let me see the paperwork of the problem I contact ***************************** at the office she tells me I wasnt allowed to see the paperwork until the job was complete the air conditioner is on my property and Im the homeowner ***************************** call me said they would replace the compressor but I had to have a to purchase a filter drier that wasnt covered and pay her ****** for part and labor when the filter drier only cost ***** and the technician was replacing the compressor I watched the technician it took him 15 minutes to replace the filter drier Broward factory charge me for the compressor that was fully covered under the warranty for part and labor they just use the filter drier to get money out of me even though i prepaid my warranty for $1,056.64 for 2024 through 2025 that I will be canceling for the deceitful this company practices they come out and try to find something not warranty to charge customer I paid this company August 2022 $835.21 they only came out twice I had to pay $****** out of pocket for part not cover August 2023 I paid $918.73 never had a service call **********************************

• Initial Complaint

  Date:02/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unfinished work and refusal to fulfil contract for additional repairs.

  Business Response

  Date: 03/13/2024

  Good afternoon, 
  I have personally contacted ****************** regarding his issues with BFS.  
  1. The refrigerator issue has been resolved.
  2. On the control board, I assured ****************** that I will personally be working on the control board myself to come up with a diagnosis.  Once done, we will go over what the next steps for his stove will be. I have set up a call to update ****************** on our progress. 
  I apologized to ****************** for the lapse of time between communicating with him and will make every effort to respond in a timelier manner going forward.
  Thanks,

  ***********************

  Branch Manager 

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Broward Factory Service installed a new ac in March. The system does not work correctly and we have needed to stay home 3 days to have them come to fix it. Nothing has been done on any of those occasions, the system is still not keeping temperature, and they have continued to leave with it nearly falling off the wall. In the meantime, the system is malfunctioning so badly that it is backing up and the filter is getting wet. Additionally, today, when they came for the 3rd time to fix it they caused a huge hole in our wall. They left, saying everything was fixed and then came back several hours later, without warning, and walked into my home without knocking or ringing the doorbell. Both I (a woman) and my children were terrified, as we were home at the moment without my husband and no one was expected. Now they wont even give me the names of the techs that entered my home and my ac still isnt working.

  Business Response

  Date: 09/05/2023

  Good afternoon,

  I have reached out to the local office manager about this situation and he advised this service has been completed and resolved with the husband of the property on 8/23/2023. The last we heard was that the husband was satisfied with the services provided.

  Thank you,  

   

• Initial Complaint

  Date:07/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In **************************************** my home. I was given a 10 years parts and labor warranty from the manufacture at the sale as long as I maintained a yearly service contract with Broward Factory Service. I have maintained the service agreement since the purchase. This unit has consistently broken down twice a year on average since it was installed, at one point the manufacturer came out and showed Broward that they installed and wired it wrong. Every time it breaks down I am forced to go explain to them that I was provided a 10 year parts and labor warranty at the time I signed the contract and that the warranty is listed on the contract as being contingent on maintaining a yearly service agreement. Every time I have delayed service because they can't figure out why I have a 10 year parts and labor warranty. It turns out after speaking to the service tech that have come to the house, my warranty was never filed properly with the manufacturer and the company has been having to pay out of pocket for these repairs. Since they are paying they have been doing quick patch jobs rather than fixing it properly. The service techs that come out every year for the annual even told us that they have been instructed to "not touch it if its working" This most recent breakdown they told me I would be paying for the refrigerant since they changed the term and conditions of their service contract. The issue is my warranty is a manufacturer warranty as listed on the contract and is not an extended service agreement, they cannot change the terms of the original contract. Their management at the branch likes to try and argue rather than look at how this unit was sold.

  Business Response

  Date: 08/10/2023

  Good morning, 

  The general manager spoke to the homeowner and was advised the customer replaced their Air Conditioning system. 

  Thank you, 

• Initial Complaint

  Date:05/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a service warranty with Broward factory service my air conditioner went out on Saturday night May14,2022 I made several attempt to contact the emergency line for service no one answered May 15,2022 I made contact with the local manager ************* explained to *********** that I didnt have any air at my house that I had a cerebral palsy individual at the home that was on a feeding tube wheel bound myself is a senior citizen with heart problems *********** refused to send a technician out or come himself said the earliest he could have a technician out would be on Monday during normal business hours I called today May16,2022 spoke to ******* asked her if they still had a emergency contact to come out ****** told me yes I explained to her what happened yevett told me she didnt understand why no one came out told me she would look into it I spoke with ****** again she told me that emergency was 24 to 48 hours to respond and the earlier they would be out was between 12:00 pm and 6:00 pm May 16,2022 ****** told me it was time for my yearly maintenance nothing about trying to get the air conditioner workings when the maintenance is not due until June and I have paid up for the year with warranty service of ****** plus ***** maintenance and cant get a service call or technician out with the ********* heat 102 degrees ************* the manager has no regards for vulnerable individual seniors citizens or special need people ************* doesnt care about human being that has a service contract with the company that made him a manager ************* is just disrespectful uncaring individual use his power as manager to disregard customer and the ********************** contract it sure what kind of person that wouldnt have tried to help or send a technician out during a heat wave when he was informed of the dire situation and Im sure the technician will get here at the end of the day because ************* is the manager and that a power issue for this manager but corporate allows ************* to do what he does

  Business Response

  Date: 06/01/2022

  To whom it may concern,

  ************** called our weekend emergency line on Sunday, May 15th and she was able to get in contact with her local branch manager Al. ************* the earliest we were able to make it out to Ms. ****** property was the following day, Monday, May 16th. When our technician arrived at her home that Monday, he was able to diagnosis the issue and resolve it by installing a new compressor capacitor. After leaving, he made sure everything was working properly and left. We do apologize that we were not able to make it out the same day she called but per our terms and conditions, we will initiate emergency service within 48 hours after the request is made and we were able to make it out the day after she called and resolved the issue. We care very much about our customers and keeping them comfortable is our top priority.

  Thank you,

   

  *******************

  Marketing & Sales Coordinator

  Broward Factory Service | BFS Home Warranty

  Phone: **************

  Fax: **************

• Initial Complaint

  Date:05/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My elderly parents have a home warranty service with Broward Factory Service. They called the company to report their freezer not working a month ago. They came out and just said they needed to order a part. A week ago the refrigerator stopped working. They came out again and said oh we need to order a part. My parents are having to use an ice chest to keep their medication insulin and food cold. They are unable to **** because they cannot keep enough food in the ice chest. The insulin now is getting too cold because its on ice. And they will not call us back. I feel theyre being taken advantage of because they are elderly. They are not providing the service in which we have paid for.

  Business Response

  Date: 06/03/2022

  To whom it may concern,

  As of May 18^th this situation has been taken care of by their local office. Our technicians went out and were able to fix the problem by installing a start relay and has been working. Since we were not able to compensate for the food loss, we offered a free A/C maintenance and they have accepted. Mr. and *************** are to call the local office when they are ready to set up their maintenance appointment and we will fulfill our obligation. Please contact when ready at ************. We care very much about our customers and keeping them comfortable is our top priority and we do apologize for any miscommunication and frustration this situation has caused during this time.

  Thank you,

   

  *******************

  Marketing & Sales Coordinator

  Broward Factory Service | BFS Home Warranty

  Phone: **************

  Fax: **************