ComplaintsforBroward Factory Service Ocala

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had full appliance coverage with Broward Factory Service since February 2010 and anytime I had a problem, they always took care of it. We purchased this home in July 2009; the home was built in 1990 and the original A/C unit was still in place with no wash out around A/C unit. Then in Nov, 2019 the heater wasn't working properly. I called Broward and when they checked things out, they said we needed to replace both the heat pump unit and the A/C unit. We left the week after installation of the new units for New Jersey for the holidays. In December both my husband and I were both hospitalized for pneumonia in NJ. By the time we returned to our 2nd home in Florida; then along came the pandemic. Both my husband and I have health problems and don't go into the yard. We have lawn service, and I just came across this problem in April. When I called to complain about the slab under the A/C unit having the gravel and dirt being washed out around the slab; I told them that the slab was installed over landscaping edging that wasn't their when original slab was put down; it was edging that was around stones in that area. and that I felt the slab wasn't installed properly. I was told that it had passed inspection; and they would send a tech out to see what the problem is. I wasn't out there when the tech came out, my daughter was, and he told her that they don't use that contractor anymore and that the wash out under the slab was probably caused by the sprinklers. The tech took pictures and told my daughter he would show them to his manager. When I called and spoke with the Mgr. he said the problem is the homeowners responsibility. Please review the attached pictures, Proposal and receipts. I would like Broward to correct the problem with the slab and install it properly.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/06/20) */ To whom it may concern, We installed a new system 3 years ago and the inspection was passed by the county. Water from something has caused erosion from under and around the unit. We have advised Ms.********** to have her lawn crew add some dirt around the unit to fix the ground underneath. It is not something that was caused by us or something we cover under our warranty. We can fix this for her if she wants us to do it, the price for that is $395.00 + tax. Thank you, Steve F******* Branch Manager Consumer Response /* (3000, 7, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am appalled that a large company such as Broward Factory Service will not stand behind the poor installation job done by the contractor who put down the concrete slab for my air conditioner, but they admit that they do not use that contractor anymore. The pictures show clearly that the slab was installed improperly. Yes, the inspector approved it, but he only saw the slab after it was put over the garden edging, so it looked good to him at that time. Why did no erosion happen around the original slab that was there from 1990 thru 2019? The manager would rather have a black mark against their company with the Better Business Bureau, than to put out the $395.00 plus tax which they say they can fix it for to satisfy a customer that has been with them for twelve (12) years; and will now lose my business. Business Response /* (4000, 9, 2022/06/27) */ To whom it may concern, As we have stated in our previous response, this is not something that was caused by our company. BFS is not responsible for what has happened to the air conditioning unit. Due to the issue that she is having, the last thing we can do is lower our repair cost to $295.00. This is our final offer. There is nothing more we can do to make this customer satisfied at this time. Thank you, Steve F******* Branch Manager Consumer Response /* (4200, 11, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know exactly what BFS would do to correct this problem for $295.00? Only after receiving this information will I make my decision whether to accept that offer. Thank you, ******************* Business Response /* (4000, 13, 2022/06/28) */ To whom it may concern, BFS is offering to check to see if there is a broken pipe under the unit and repair if there is. We will also fill the hole with rocks. The services explained will cost $295.00. Please call your local office to set up the appointment at 352-307-5100. Thank you, Steve F******* Branch Manager Consumer Response /* (4200, 17, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) To whom it may concern, I have received another proposal on the solution to solve the erosion at the A/C slab for the same price that BFS offered to resolve the issue. I'm being told that besides what BFS offered to do to resolve the problem, a barrier of edging needs to be placed around the new rocks or stones to prevent them from washing out again and causing the same problem. If BFS will also add the barrier around the stones than I will accept their price of $295. to have the job done in a timely manner. Sincerely, ******************* Business Response /* (4000, 19, 2022/07/08) */ Good afternoon, We have advised the customer over a month ago that we do not offer land scaping services, so our offer remains as we have stated in our previous response. "BFS is offering to check to see if there is a broken pipe under the unit and repair if there is. We will also fill the hole with rocks. The services explained will cost $295.00." Thank you, Steve F******* Branch Manager

• Initial Complaint

  11/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a home in The Villages and I have a home warranty that covers a refrigerator and called them to fix it. Water was in the freezer part . They sent a serviceman named James out. After trouble shooting the problem he said it was fixable, an old fridge but the company would pay me for what the price of repair would cost and the part . I said that's what I liked and he said it would take them a few days to come up with the amount. I called them today,11/17 to see what amount they came up with and Laura said they had ordered the part. I had already bought a new fridge , they never contacted me and when I called they said they don't contact until the part is in . This seems very unprofessional and I'm wondering now if this is how they work. They replaced a garbage disposal earlier in the year and I was very satisfied and they have always been friendly on the phone and in my home.

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/11/19) */ To whom it may concern We have no problem giving the customer the cost of the repair in stead of repairing the product. The customer was advised it would cost $100.00 for the repair and to send us a copy of the receipt for the new refrigerator and we will send him a check with-in 2-3 weeks. The service tech made a note that the customer wanted the offer for cash rather than repair and the office overlooked the note and ordered the part by mistake. We apologize for the error we should have called the customer the next business day about the offer. You can email the receipt to [email protected] and I will get the claim processed promptly. Steve ******** Manager Consumer Response /* (2000, 7, 2021/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) They called me again and I thought that it was because BBB had gotten a hold of them . The lady I talked to had no idea what was going on .They weren't going to give me anything because the part was $100 . I 'm the one who said cancel the part order and give me the 100 you would of spent, not including the installment of the part. She finally said ok and I agreed to that. I have no bad feelings over this. It was strictly business.

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