Went downhill when they closed regional offices
We have been with BFS since we bought our house nearly 15 years ago. Until recently, we had zero complaints - we have loved their service. We knew everyone at our local office - the schedulers, techs, and manager. We even invited techs to join us for dinner if we were the last call of their day. They were all like family, they were quick to respond, did great work, and we trusted them. I left rave reviews on Yelp and Google. Recently, the company closed our regional office and fired the manager and schedulers. Now, I have to call an office in Florida to schedule service for my Texas residence. The scheduler does not pull up my records or listen to me when I tell her the issues I am having. Some issues are recurring and I immediately know what's wrong and what's needed to fix it (such as cartridges wearing out in certain faucets). As a result, instead of sending a tech with the needed part or even looking it up when on the phone with me, we waste time. Several days for the tech to just get to us to see the issue and then more time waiting for the part I said we needed in the first place to be ordered/come in/get scheduled to install.We also do not know the new crop of techs working for the company. Everyone we knew and trusted is gone. Techs do not work out of the regional office anymore; they are dispatched from home. And they have only a few basic parts on their trucks Gone are the days when they came equipped with necessary parts and tools to fix many issues on the spot. Now, the status quo seems to be to require two or three visits stretched over a couple of weeks for each issue. We have one problem, a faucet leak, still unresolved and another, a broken washing machine, that will be three weeks before we can even get a tech out to look at. He was supposed to be here today, but it is somehow my fault that the scheduler put him down to arrive at the very time I had to leave for work, despite her promise he would be here well before then. (I was promised a morning appointment and then scheduled for the afternoon.)Communication is poor, service is slow, problems are not fully fixed, the scheduler is indifferent (and sometimes downright rude), and the whole operation is a far cry from what it used to be. It seems BFS began cutting corners to save money. In this case, they've chased away a longtime customer. And, instead of my past rave reviews, I am warning everyone I know to stay far, far away.
MK
Broward Gold coverage contract (repair or replace)04/
My A/C unit has stopped working so I called Broward for service on the unit since I do have the Goldcoverage plan which covers the repair or replacement of the item. The technician came and checked out the unit and informed that to repair the unit will cost $3031.00 or to replace the a/c will be a cost to me of $10,800. I did contact the office and requested an explanation of why do I have to make any payment at all since my service contract specifically coverage includes zero deductible.I feel that Broward Factory Service is not meeting their obligation as per contract and should address this issue immediately. John Rykaczewski
John Rykaczewski
We have had this company in service for 12 years…
We have had this company in service for a rental property for over 12 years. Recently their services have been so bad and the employees are so unprofessional that I had to terminate the contract 4 months earlier, even though the girl on the phone said they wouldn't give me any money back since I have called them 5 times this year as she said. Actually, the 5 times I called them were for the same issue and they tried to collect $10 for each visit though nothing was done for the last time I called them. Their warranty warrants nothing since a lot of issues were not covered based on their explanation. The 1st technician they sent me for service this year didn't even want to check the A/C units for the issues I wanted to be fixed and he told me my house was 40 years old since he used to walk on the street every weekend because he dated a girl who lived at the corner of the community so he knows the age of the house better than I do. The house was built in 2000 instead of in1980s. For him to fix a burner on the regular GE stove took him three trips to visit. The girl on the phone said the tech helped diagnose. Actually, I called them for the issue which does not need any diagnosis.
Ming Chen
Don’t walk away from them, run as fast as you can
This company use to be a great company to work with. I’ve had them for years, however during this last year their service and customer care has become awful. I called them with an issue with my dryer and mentioned my wash room flooding when we ran the washer. I had informed them the water was coming from the drain pipe behind the washer so I wasn’t sure who to have come out to look at it, if it should be a plumber or if it should be someone to look at my septic system. Well, they opened the ticket to state to have someone fix my washer. While the tech was here to fix my dryer I explained the same thing to him and he said I should have a plumber come out and that he couldn’t fix it, fair enough since as I previously stated the issue was with the drain pipe. He never had to do anything with my washer on his visit. They called and said he recommended a plumber be sent out but then changed it to have someone look at the septic system only after I asked if it could be an issue with the septic. They recommended this so I didn’t have to pay for their service and the septic service if it did turn out to be a septic problem. However, they billed me for the washer anyways even though nothing was done to as previously stated. I asked them either for the charge to be refunded or to have the plumber come out to look at it so I wouldn’t have to pay a second service to find out it was a plumbing issue and this service was already paid for (using their logic). they then refused to send a plumber until the septic was looked at because this would have then pushed me out of the 30 day window of the original ticket being opened and they would then get to charge me a second time for something that should have been covered by the first charge. Every time I talked to someone new in the company about this issue their story always changed. This company is just money hungry and doesn’t care about its customers or it’s employees. I can say employees too because while their tech was working on my drier he had explained to me about how the company kept over $100,000 of commissions that were suppose to be paid out to their employees the year prior. Don’t walk away from this company, run away as fast as you can.
Kris Fedoronko
