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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been with them for 15 years..These guys don't care anymore. My Single unit AC blower motor is dead..It took them 3 days to come and tell me this ( On 28th) They claim to have a emergency line that did not work on weekend ..later now they say that part is on order and will be shipped on the 11th .Well here is the pattern, try to find disclaimer to avoid the repair, if they cannot, tire you out by waiting..is it reasonable to wait for 15 days to get a blower motor ??. I do not believe they are making an honest effort to get the part ASAP. The temps in ***** are in near 100's. I called the Customer support several times , to give me all options, I am willing to pay for extra, nope, rudely telling me these are normal wait times in the industry. They claim to have their trucks fully stocked!!. ***** Customers call ***** Commission for complaints , I am doing that and more...they will find out soon.Customer response
09/08/2023
I have had more communication with BFS Homewarranty cos. I want to give them a chance. I would like to withdraw this complaint.
Thank you!!
*******************************
Initial Complaint
10/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
BFS installed two new air conditioning units for us in June 2022. The City of Frisco Inspection did not pass. There is a problem with an exhaust pipe in the roof. Inspector says it is touching part of the roof and is a fire hazard. We, my husband and I, have both called BFS repeatedly to come out and finish this project to the satisfaction of the City of Frisco. All we get is excuses, it's raining, someone is sick, etc. They always say they will call us back with a schedule to complete this job. We paid in June. Now it's October and they still won't call us back and finish this job. We are very concerned about the "fire hazard situation" on our roof and can't get BFS to respond at all or finish this job. We are very frustrated.
Business response
12/14/2022
Business Response /* (1000, 5, 2022/10/10) */ Good morning, ****** ****, our regional manager has made a call to the local branch manager to get this resolved as soon as possible. We sincerely apologize for the delay and the frustration this has caused you during this time. Thank you, - SarahInitial Complaint
05/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We have a home warranty with BFS, including the optional "stoppage" option. Per the small print in the contract, BFS won't cover stoppages below 6 feet unless this coverage is included. A few weeks ago we had a stoppage in our kitchen sink, so we called BFS to fix it. The first time they brought only a small rotor machine, which did not reach the stoppage. Then they came back with a bigger machine, which unplugged the drain, but now a few weeks later it is blocked again. I called them again on 5/16/2022, but now they argue that the drain needs to be jetted, and "they don't do that". They also argued that washing pots and pans in the kitchen sink constitutes "abuse", as "grease may go down the line and build up" Coverage is coverage. There is nothing in the contract that limits the type of stoppage or the nature of the resolution - we have a problem that is explicitly covered by our extended home warranty contract, and we ask that BFS honors our agreement.Business response
06/23/2022
Business Response /* (1000, 5, 2022/05/25) */ Good afternoon, Our local branch manager, Glen, reached out to the customer and discussed this issue in more detail and was able to come to a solution. The customer had service with an outside **** ****** company and we advised the customer to send us a copy of the invoice to see if there is anything we do to help with compensation while honoring our contract. As of this time everything is taken care. If there is anything else you may need please feel free to reach out to me at *****@browardfactory.com. Thank you so much, ***** Consumer Response /* (2000, 7, 2022/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) As BFS said that they wouldn't come to unstop our sink, we had to call another company. They came and fixed the problem, at a $325 cost The BFS manager called and offered to split the bill, we have yet to receive the bill but when I do I will forward it as requested.Initial Complaint
12/31/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Breach of contract. A new water heater is needed. Contract states that all functional water heater components and parts are covered. BFS wants to charge $660 for the water heater replacement.Business response
02/16/2022
Business Response /* (1000, 5, 2022/01/05) */ Mr. ***** first made contact for water heater issue on 12/2/21 he was not home at time of appointment. He rescheduled for 12/9/21 which he was not home again. We rescheduled for 12/13/21 he was not available again. we rescheduled for 12/29/21 which we were able to get into the house found that the water heater needed a gas valve and a thermocouple. The gas valve needed to be ordered as we did not have it in our stock. We found it was on a back order status in which we gave Mr ***** the option of waiting for the parts or we can change the water heater. He would have to pay for upgrade fees which is stated in our terms and conditions which are available on our website and he was sent a copy with contract. We have the parts ordered and are waiting for the shipment. Please contact me if there is any additional information needed. Consumer Response /* (2000, 12, 2022/01/16) */ Water heater has been successfully repaired and is working.
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