Complaints

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:09/13/2023

  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.

  Contract Number: ******** Silver Coverage Period 3/30/2023 Through 3/30/2024 Refrigerator coverage includes unlimited service calls & zero deductible 09/04/2023 ***, The BFS Technician, replaced a defrost heater inside the freezer.Within 6 hours after his services, I noticed the chemical smell when opening the fridge. Immediately reported the incident to BFS office.AL, The BFS General Manager, who stated that "It is common to smell the chemical odor from the new part. It will go way in a day or so."On the following days, the odors got worse inside the freezer, smells like burning plastic or burning rubber releasing unpleasant chemical odors, permeating through the refrigerator and seeping into food. The $300 food stored in the refrigerator and freezer need to be discarded. Unable to store food in the refrigerator due to the odors leads to loss of refrigeration that requires emergency services The burning odors clearly indicated something damaged and required a thorough inspection.AL demand a payment of $75 for the service call in response to my urgent request for the inspection by a BFS qualified licensed supervisor.I refused to pay because under my contract coverage includes unlimited service calls and zero deductible. With no deductible options, the contract holder pay no service fee, no matter how many times service personnel come out.09/11/2023 Report and Request for the inspection services on The BFS corporate website, No response.09/12/2023 Report and Request for the emergency service via email ****************************************************** Still awaiting for the inspection services, No call No Show.Under my contract, in an emergency at which time service will commence within 24 hours.BFS, a Home Warranty Company, has failed to retain responsibility for the emergency services. Moreover, the questionable BFS new parts and/or technician services resulting in the food loss, therefore I demand a refund of $300.

  Business Response

  Date: 09/14/2023

  **************, on Monday, September 4th the technician came to your home because you were having a problem with your refrigerator. At that time, we replaced a BURNT element along with a defrost thermostat. Once those new parts were installed, that fixed the defrost cycle on your refrigerator. Two days later, on September 6th, you called the office stating there was a burnt smell coming from your refrigerator. We sent a technician out the same day and checked all the parts we installed and checked the smell from the refrigerator. The technician did not smell anything. Now, it is possible that even though the technician couldnt smell anything that maybe you and your family can and its possible that you smell an odor from your burnt heater in your refrigerator that we had to replace. The technician concluded after the thorough check on September 6th everything was working fine and is safe with your refrigerator. In good faith, we will waive any additional charges from the service call that was completed on September 6th.
  Thank you, 

  Business Response

  Date: 09/14/2023

  Please see attached Silver/Service Contract Terms & Conditions. 

  Customer Answer

  Date: 09/16/2023

  Attn: BBB of ***************, Inc.

  09/15/2023  BFS Technicians, Cody ***** ******, and I have inspected the area of the defrost heater replacement and found several evidence of melted parts.

  The manager responded with combative style that I perceived threat.

  As of 09/16/2023, I request to withdraw my complaint for fear of reprisals.

  Sincerely,

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

  Customer Answer

  Date: 09/18/2023

   
  Better Business Bureau:
  
  

  Attn: BBB of ***************, Inc.

  09/15/2023  BFS Technicians, Cody ***** ******, and I have inspected the area of the defrost heater replacement and found several evidence of melted parts.

  The manager responded with combative style that I perceived threat.

  As of 09/16/2023, I request to withdraw my complaint for fear of reprisals.

  Sincerely,

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