Complaints

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 'home warranty' and expected the company to be professional when it came to fix/repair/update or replace any issues that *** arise. They didn't. I have a rental property and every other time it came to schedule an appointment, they allegedly couldn't get ahold of my tenant (coincidence?). The ** went out on a summer day, and it took many trips to fix the issue, but not until I got a hold of a manager, which by the way is almost impossible to get a hold of because the receptionist will not transfer directly!!!Then my stove was having issues, and again, 4 technicians had to make a trip and 'diagnose' the issue. In reality, all they were doing is buying time and blaming Covid for everything. After my tenant was without a fully functional stove/oven for over 3 months he called me and threaten me to either buy one or replace it. I was more than patient with these people but not even then they will fix the issue. The straw that broke the camel's back was the incredibly rude receptionist (*****) when she said: "Im NOT sending my technician all the way from ******* to your house...!!!" Really? Like, the distance is any of my concerns. I could go on and on about the lack of professionalism in this company, but why bother? In my opinion (I'm in the service industry) a call should be made and immediately schedule and fix the issue as fast as possible, but that's just me.

  Business response

  07/08/2022

  Good afternoon,
  BFS went out to the property several times to service the oven and range and replaced multiple parts to get it heating properly. After those issues were resolved, the tenant claimed that heat was escaping from the oven. We placed a service call and went back out and found the oven door gasket was completely missing. BFS has no idea how long the oven was utilized without the gasket. Under our warranty we do not cover gaskets (please view highlighted terms and conditions that are attached), so we provided the homeowner with a price to replace the gasket. Once approved, we went out an installed the gasket and the tenant claimed that air was still escaping. We have tried to go back out multiple times and the tenant wasnt available. BFS does not cover that repair so unfortunately,we can not offer any money towards a new oven and range per while following out contract terms.
  Thank you,

  ****** Herd 

  Customer response

  07/08/2022

  Complaint: 17457755
  
  I am rejecting this response because:

  It wouldve been nice if the 1st technician wouldve diagnose the issue in the first place. The tenant had to take many days off and loss of wages were incurred. The lack of trained people and the management of translation of what is covered should have been caught the third time they stopped by and diagnose the issue.
  
  Regards,
  
  Ern Bravo

  Business response

  07/12/2022

  Good morning,
  BFS has completed all previous repairs on the oven and range. The last issue was heat escaping from the door which was caused by the missing gasket and as we have stated and shown on our fine print, gaskets are not covered under our warranty.
  Thank you,

  ****** Herd 

  Customer response

  07/12/2022

  Complaint: 17457755
  
  I am rejecting this response because:

   

  Mr. Manager agreed to install this infamous gasket, after the 3rd trip and the wrong diagnostics. 5 trips later they are not sure if its the 'right' diagnosis. Last tech refused to wear a mask, and left the property, and of course we had to re-schedule. They were supposed to be there on 03/31/22 and months later, still no fix. I cannot have a tenant paying rent, taking days off work (UNPAID), and more 'lead' techs showing up to re-diagnose the issue, again...At this point, I decided to just buy a stove. Simple.
  
  Regards,
  
  Ern Bravo

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 13, 2022 I have an HW contract for more than three years with BFS, which you have to pay upfront for the entire year, I had an AC problem, and BFS said the R22 AC model could not be repaired, so I expected BFS would replace the unit, but BFS told me that AC replacement is not covered and offered to me to sell me a new AC unit that is not the best model and brand rating in the market.I have read the contract many times, and I could not find the part where the replacement is not covered.Now I have applied for a loan to buy a new AC unit. I cannot believe it!!. In addition, there is no refund if I want to cancel the contract.

  Business response

  06/06/2022

  To whom it may concern,
  Our BFS ****** office was contacted for an ** service request by ***************************** and we were able to make it out on 5/12/2022 and found the heat exchanger was cracked but the ** was working fine. Our technician recommended her to upgrade her ** system out of an R22 to a new more efficient system. If she does not replace the furnace she will not be able to use what she currently has during the winter months. We condemned the furnace not the ** system.  have attached our BFS Home Warranty terms and conditions for review. Please view clauses: (l) Replacement upgrades are available at homeowners expense. And under this contract excludes:(24) Heat Exchangers.
  Thank you,
  *******************
  ****** Branch Manager
  **************

  Customer response

  06/09/2022

  Complaint: 17313772
  
  I am rejecting this response because: AC worked worked when the outside isn't grater than 75F. 

  In addition, If it is cracked , why BFS did not replace the Furnace? I did not ask for a new AC equipment or upgrade. I only needed that my AC runs for summer time

  
  

  
  

  
  
  Regards,
  
  *************************

  Business response

  06/13/2022

  Good morning,
  At the time of the service call we advised **************** that the heat exchanger was cracked (please see signed service ticket) and on her BFS contract, we do not cover the heat exchanger (please see attachment of highlighted clause). We can not replace the furnace because we do not cover the part that is broken. If she would like it replaced, she would be responsible for additional charges. While our technician was out there on 5/12/2022, he diagnosed the ** to be working properly and we have not heard from **************** since. If she is having ** issues, we can send out our senior ** technician for a second opinion. Please contact the local office to set up a new service call **************. We provided a new ** system upgrade quote to **************** because we thought it could be beneficial to her since her unit is older and is having furnace issues. It is her right to accept or decline our offer. 
  Thank you,

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This home warranty company is horrible!!! I wouldn't recommend them to anyone! **************** (****) is very unprofessional and rude! My microwave went out and the first tech recommended a new microwave so they sent out another tech (*****) for a second opinion and he so called fixed the switch and here I am again having to contact this rude company to have them come back out and fix my microwave for the SAME ISSUE!!! They refuse to install a new microwave, but keep charging me the deductible which was $55 the first time and now is $75. So that's a total of $130 that I've paid in less than a year to have them keep coming back out to "fix" my microwave FOR THE VERY SAME ISSUE!!! **** even told me WE WILL NOT BE GIVING YOU A NEW MICROWAVE NO SIR!!! That's what she said to me! How rude and unprofessional!!! I will be reporting them to the BBB as well! A complete rip-off and scam is what this company is!!! I DESPISE this Home Warranty company!!! It's the WORST one I've ever had!!! Never again!!!!! STAY AWAY FROM THEM AND CHOOSE ANOTHER HOME WARRANTY!!!!! NOTHING BUT A HEADACHE DEALING WITH THIS COMPANY!!!!BFS HOME WARRANTY *************************************************** ************ 888-237-6060 ************

  Business response

  03/08/2022

  According to our records, the home warranty contract was purchased on 5/14/2021. The customer placed a service call on 6/9/2021 stating their microwave wasn't working. On 6/18/2021 our technician diagnosed the monitor switch stuck which was tripping the breaker, and he repaired the issue. It is our understanding that the microwave was in working order until the customer called our office on 3/7/2022 stating the microwave had broken down again. This means the microwave was repaired, and worked for over 8 months after we repaired the issue. When we received the service request from the customer on 3/7/2022 we scheduled the service call for 3/9/2022 (which is tomorrow) at which point the technician will diagnose the problem, and we will either repair the microwave, or we will replace it, as per the terms of our home warranty contract. According to our terms and conditions, "(k)BFS has the sole right to decide to repair or replace a part of equipment. Such replacement will be made at similar or equivalent quality." At this point (3/8/2022) the only deductible that has been collected from this customer is one $55 deductible that was taken in 2021, when we diagnosed the initial breakdown.
  
  As for our customer service representative coming off unprofessional and rude on the phone, we appreciate the customer bringing this to our attention. On 3/7/2022 when we received this complaint,this situation was discussed with all office staff, and the issue was taken care of.

  Thank you,

  ***** Herd 

*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. ↩