Comments on: BFS Home Warranty

By: C.Robey, Phoenix, AZ

C.Robey, Phoenix, AZ — Tue, 17 Aug 2010 22:34:13 +0000

In the middle of summer in Phoenix, the temps can reach over 112 very easliy. When your AC goes out, it is considered an emergency, except with BFS. Our AC went out on Tuesday and we called BFS that night. They sent a tech out the next day to look at the unit, who confirmed the unit was broken and parts needed to be ordered. We were told paperwork had to be submitted, approvals had to be obtained, etc., etc., then parts could be ordered.
In our daily calls, the customer service reps told us the order was sitting with purchasing. On day 8, we finally learned that they were not waiting on purchasing or parts to come in, but that they were trying to find a certified dealer for our unit that could work on it. When that certified dealer finally came out, amazingly the same day we started calling and demanding to escalate and speak to a manager, they told us the same thing the first company said. This time though, they could complete the work, but they had to order parts, etc. That will take another 5 days! Why did they send the first company to begin with and why did we have to wait to get the appropriate company out? What a waste of time!

By: LOIS MCMAKEN

LOIS MCMAKEN — Tue, 03 Aug 2010 14:28:15 +0000

I HAVE HAD AN ICEMAKER PROBLEM FOR A MONTH. THE FIRST SERVICE MAN CAME OUT ORDERED THE PART CAME BACK PUT IN THE PART DIDN’T WORK, SAID HE HAD TO ORDER ANOTHER ONE. HE WAS VERY NICE BUT THE DALLAS OFFICE IS HORRIBLE DOES NOT RESPOND TO FIND OUT WHEN HE CAN COME BACK THEN CALLS AND SCHEDULES A TIME WHEN I WON’T BE HERE THEN WHEN I GET A 12-5 SCHEDULE HE NEVER SHOWS UP. IF I WERE THE SERVICE MAN I WOULD NOT WORK FOR THIS COMPANY.. I’VE ASKED FOR A CALL FROM A SUPERVISOR AND HAVE NOT HEARD FROM ANYONE. I HAD GREAT FAITH IN THIS COMPANY FOR 2 YEARS BUT SOMETHING HAS HAPPENED WITH MANAGEMENT. THEY ARE DOING AN INJUSTICE TO THE COMPANY. IT WOULD BE WISE TO JUST RETURN ALL DALLAS CONTRACTS WITH A REFUND

By: Troy Thompson

Troy Thompson — Thu, 08 Jul 2010 17:15:09 +0000

Just wanted to give the company their props, the guy came when he said he was gonna come which was asap and had the ac working again in about 25 min. there was no 2 day wait unlike my previous experience with other company’s. Thanks again

By: Bruce, Houston, Texas

Bruce, Houston, Texas — Sun, 20 Jun 2010 19:35:03 +0000

Called BFS on Saturday when my A/C unit stopped cooling. The tech called back and said he would be over the next day between 12-1pm. The Tech called at 1255 got some final directions and said he was on his way…one our later the problem was diagnosed as a bad capacitor and he replaced it then and there. So far Very satisfied!

By: Nicole Rhem

Nicole Rhem — Tue, 15 Jun 2010 11:11:11 +0000

I was not happy with the service provided by this company. They were to fix something in my house for over ten months they told me they were “waiting for the part” TEN MONTHS!! I have simply replaced the item myself. I have also replaced them as my warranty company. Their fee is paid all at once for the year so I paid them for nothing and was stuck like Chuck. Not the way to do business.

By: Kevin, Dallas, TX

Kevin, Dallas, TX — Mon, 14 Jun 2010 23:13:20 +0000

Called for plumbing problem and a technician was to be out from 12 to 5, which I thought was a large time window. I took off work and waited. No one ever came.

By: unhappy customer

unhappy customer — Tue, 08 Jun 2010 15:49:02 +0000

My refrigerator stopped cooling a few days back and I scheduled a service call for Friday, May 28th. I was told that a service technician would arrive between 9 -12 PM. I took the morning off and stayed home from work because as you can imagine having no refrigerator at home is very bad. I wait till 11:30 AM and still nobody shows up. I decide to call the local service number that I was given and I was told that they would be there at 12 or shortly after. At 1:00 pm I called again and they said the technician would be there within the hour. At 1:30 pm, a service technician shows up. I greeted him with a “hello”. To which he replied, ” why does everyone think they are priority and think they are the most important people” He started complain about how he has been busy and I have no right to complain about anything, even if he was late. He had a very bad attitude and I did not let him in the house. I did complain to the service call number I was given and was told that a manager would give me a call back. I called 2 hours later and asked if I was going to get a callback still from a manager because I have 2 kids 4 and 6 months in the house and I need my refrigerator fixed. She replied, she’s not sure when the manager would call back. I asked if she can please tell her manager that this was urgent. The response was “ahuh”.

Bottom line is my refrigerator is still not working and have no ETA on a technician. I have called the emergency service line with no ETA.

I am pretty sure you are not aware of this situation about the service of your local office. Your prompt attention is required. I have your highest price premium service and would like my refrigerator fixed ASAP. The local office number I had been given to contact was 214.654.9510.

As you can imagine I am very dissatisfied and will be writing to the BBB so you can atleast fix your local office.

Technician came out on Saturday, May 30. Said I have a bad compressor and he will order a new one. I asked if I need to call back and verify anything. He said he will call and schedule a replacement time once the part is in. He said it takes 2 to 3 days. Its been 7 days and no status.

I called on Friday May 4th to check on the status, and the receptionist asked for my address to verify status. She looked it up and said there is no pending activity and mention of any part being ordered. I asked her to have the tech call me back. Obviously noone has called back yet.

I called on Monday May 7th. The receptionist said the computer system is down. I again asked can you call the technician that came to my house and verify the status and or have him call me back. You can imagine the result of this.

I am now going on over 6 weeks without a working refrigerator in over 100+ degree Texas heat.

At this point, I would simply like my money back since you have failed to deliver on the ONLY service call I had where an action was required. I did pay for the highest tiered plan, $650.00 to getter a better service level. Obviously not the case.

Please refund my money and cancel my contract !

By: Debbie H, Phoenix Arizona

Debbie H, Phoenix Arizona — Wed, 02 Jun 2010 00:30:51 +0000

I’ve had BFS for my home warranty company for the past 4 years and have used them many times. When I got my first contract, I called for a repair the very next day after signing up and they immediately sent someone out and replaced my ice maker on the refrigerator. My house had 2 very old A/C units and both have needed repair. Both times, we asked BFS if we could replace the units instead of having them repaired and to our delight we were told yes. We were allowed to choose the HVAC system of our choice as well as the HVAC company we wanted to use (I’m very picky). BFS reimbursed us the amount of what the repair would have cost ($1500 for one unit and $2100 for the other unit). I received my checks from them within a week of the repair. Also, if you read reviews about delayed service technicians, you can’t blame that on BFS since they contract the work to local contractors in your area. I was so upset because their HVAC contractor couldn’t come to my house right away and BFS told me I was free to find my own HVAC company to come immediately and they would reimburse the service call up to $90 which is what most HVAC companies charge. I took them up on this offer as well and had no problems getting reimbursed. I highly recommend them and think they are a superior value (I paid $275/yr for my recent contract).

By: Jeffrey Dallas TX

Jeffrey Dallas TX — Sat, 29 May 2010 10:50:45 +0000

I called on Tuesday morning 5/25 to report that the Condenser Fan Motor in my AC Unit was squealing loudly and was told that someone would call me to schedule a time for a service call.

That afternoon at approximately 4:00 PM a technician called and stated they’d be out the next day (5/26) between 12 and 5 PM.

I took Wednesday off work and waited all day. Nobody called, nobody came to the house. Finally at 7:00 PM I went out to get some dinner and just my luck the technician came at 7:15 PM and left a “Sorry we missed you” note on the door.

I immediately called the next morning Thursday 5/27 and was told if they couldn’t come out that day then definitely on Friday 5/28. I called again Friday morning 5/28 to confirm and the receptionist told me she’d call me back within the next 10 or 15 minutes to confirm.

I waited several hours and finally called them back and was told I’d been rescheduled for next Tuesday 6/1.

There isn’t much I can do about it, I either break down and call another company for a service call and eat the cost ($170.00 + for the motor in addition to the service call) or go 8 days in 93 degree heat without Air Conditioning.

Here’s the kicker… when I was researching all the various Home Warranty company choices provided by my Realtor when I purchased my home, BFS had the fewest number of reports on RipoffReport.com – it appears that they really aren’t any better than the others.

I was told by the receptionist that the supervisor’s name is Russell Griffor but he doesn’t have voice mail and that I would have to leave a message. He has not returned my call.

My Recommendation: Choose another Home Warranty Company. BFS Home Warranty has an extremely poor service facility in Dallas TX and is unresponsive to repeated requests for service.

By: Linda Bode Willis, Tx

Linda Bode Willis, Tx — Fri, 21 May 2010 20:00:37 +0000

Toilet running and possible leak. Got “additude from Customer Service, told not covered and if they come out $55.00 charge even if they do nothing. Asked for Supervisor, got “Dean”, who immediatly told me same thing and even though my contract said both bathrooms covered I was told to read the small print on the back of the contract. We have used this warranty for years, even for out lake house but now they seem to have totally changed their service and customer service also. Overall rude and we will be looking for a new company at renewal time this year.