Comments on: BFS Home Warranty

By: Tariq Ghaffar

Tariq Ghaffar — Wed, 21 Dec 2011 21:27:37 +0000

The only good thing I got from BFS was they repaired my cooling unit (AC) right after 1st week of me purchasing this warranty other than that they are really horrible. My microwave also broke down. The tech came out to see it, without opening it he noted down what parts he guessed would need be replaced. 8 months later we are still going back and forth.

The microwave we have is a combination microwave oven. The contract does not say it is NOT covered but their people keep telling me that my microwave/oven is NOT covered. They are offering me upto $600 towards purchase of next microwave/oven combo as they will not replace the whole thing.

They can decline whatever they want it is upto you to stay away from these guys and that is EXACTLY what I plan to do i.e. no contract renewal.

By: Bryan, Houston Texas

Bryan, Houston Texas — Mon, 15 Aug 2011 18:27:21 +0000

they will not honor their own service warranty. I have had them for 6 years and 6 years they have been worthless. even the customer support are rude. my AC went out again during the 102 weather. the lady told me “I will have to wait in line we have no more people to send to you. The next opening will be Thursday. (4 days). I asked her i am paying all of this money to you each year, and i have to wait in line. she told me there are more endangered people that are needing priority. i told her that i will have to get someone else, the only reply we will not reimbursed. these are very hatful people” if you hire these people,,, get a lawyer also…..would love to sue these people. For breach of contract

By: Mallory fort worth, tx

Mallory fort worth, tx — Fri, 17 Jun 2011 19:31:20 +0000

We called for service on our heat exchange and finally got an appointment for a week later. They showed up after the scheduled time so no one was home. They called and we gave them permission to go ahead to the back yard to do their work. A few days later we go to use the heat exchange and it doesn’t work. We call to schedule another appointment. They were supposed to come between 12-4. Again they did not come during this time. They showed up at 730. They didn’t try to knock very much because I came around the corner from back yard to find a card on my door at 732 saying they were sorry they missed us and we need to call back to reschedule (again). And of course this was not during their regular business hours so we could not contact anyone. The next day when we called it in they were not apologetic at all about ANY of their mistakes. And we have to wait yet again for them to come back out…. Horrible customer service, horrible timeliness, horrible service repair, hence the poorest rating possible. Find someone else to get your home warranty from

By: JGannon Dallas TX

JGannon Dallas TX — Tue, 14 Jun 2011 14:36:24 +0000

Broken a/c air handler part ordered and time scheduled at the beginning of April here it is the middle of June still no repair because they are sorry. They schedule appointment then do not show or call when I call they say oh Im sorry we dont know what happen the best we can do is set up another appointment for a week later; same thing over and over.

By: Annamarie Murphy, Austin TX

Annamarie Murphy, Austin TX — Thu, 24 Feb 2011 15:07:32 +0000

I am about to renew my contract with BFS for another year, which will be my third. The main reasons why I recommend this company are listed below.

1. The price is reasonable 2. They do their own work, so you dont have to hassel dealing with another company or companies to handle what is needed to be repaired. We had to do this with AHS, it sucked 3. Customer Service is great! They usually get out to me the same day if not the next day and fix the problem on site

If you are considering this company, I give it two thumbs up

By: Tawnia, Dallas, Texas

Tawnia, Dallas, Texas — Thu, 03 Feb 2011 05:30:12 +0000

I am currently going through my second disappointing experience with BFS. The first one came during record heat waves last summer when my air conditioning was out for 3 days because they do not offer emergency services on air conditioning over the weekend.

This time around, I have no heater in record cold temperatures and there is absolutely no customer service offered by BFS right now. The local office has been closed in Dallas for 2 days now and they are forwarding their phones to Hollywood, CA where they take phone numbers to forward on to the Dallas location with no idea of when they will be back in the office or when the call will be returned. Apparently, the icy roads have caused local BFS staff to stay home where they can be safe and warm.

I, on the other hand, had to leave my freezing house to brave the icy roads to find warmth for me and my 2 small children.

I am disgusted that they do not have a contingency plan for these types of situations. For instance, why are they forwarding phones to Hollywood? I worked from home today. Is there some reason why a local staff member at BFS is not doing the same and having the calls transferred to their home where they can schedule service visits for emergency situations?

I left a cat and 2 fish at the house because I couldn’t take them with me. It is possible that they will be dead and my pipes will be frozen by the time BFS gets around to calling me back to schedule a service visit.

It was even more frustrating when on my way to a warm place to stay, I noticed several operating establishments like McDonalds staffed with employees that felt like providing service to customers was important enough to brave the roads, but BFS left vulnerable populations in the cold.

By: poor service

poor service — Fri, 28 Jan 2011 19:40:27 +0000

Within a month of moving into my house the refrigerator was warm and the freezer was not defrosting. Although my warranty was supposed to cover my “whole house” it didn’t cover the refrigerator. I called again for service when my bathtub hot water was leaking (drop…..drop…. drop…) and the washing machine was losing water out of the bottom. I called in the morning and they advised they’d call me at 4 to tell me when the service man would come out for the leaking faucet and that this appliance wasn’t covered either. ( Calling me back immediately before they close, and at the end of my workday is not a customer friendly process. Not knowing when my appointment will be the next day prohibits me from advising my manager when I will be at work, or if I can attend mandatory meetings. I was advised the plumber would come the next day during a 4 hour window and that they would call me 30 minutes ahead so I could go home to meet him instead of sitting at home not earning money. This worked very well. I rushed home, and he showed up. The problem was we had a language barrier. He had no idea what I was saying so I did a lot of pointing and miming. He then said, “No parts. Monday.” He took tons of pictures with his phone of the spout. He never took anything apart to determine what parts he would need, but it seems like something a plumber would need to do if he didn’t have his xray glasses on. Irritated that he didn’t have a rubber washer, I showed him other things that were messing up. (The loud faucet that squeals when its on, the water heat knob that I noticed after seeing the leak.) He repaired the water heater, and called someone so they could explain in English that I needed a cartridge that was $60 if I wanted to fix the kitchen faucets noise problem. I said I wasn’t that concerned about the noise and didn’t want to pay for a cartridge. He left and I returned to work, but no one called to tell me when he would be back on Monday. My water kept dripping. (Drip.. Drip… stream…. drip… drip….stream…) It dripped all weekend. Monday no one called and no one came to fix the leak. I called the company to see when they would be out and was advised my service order was closed. I assured the representative that the issue wasn’t handled. She said she’d call the plumber the NEXT morning and let me know what was going on. Tuesday I got no call again, and when I tried to reach them of course their office was closed. I got home to hear water running at full blast. Like someone was filling up the tub. I had the city turn off the water for my house. Frustrated I called Wednesday and found out the “plumbing” rider in the service contract only meant he would replace that little seal, and not the stem if that was needed. Disappointed that my contract has been pretty useless, I contacted a real plumber who told me exactly when he would be at my house. Seven hours later, the BFS rep left me a voicemail providing the 4 hour window when the rubber seal replacement guy (after all he can’t be a real plumber if he can’t really fix the problem) would be at my house. I called her the next morning to cancel his appearance. I had the real plumber fix the leak. He replaced the seal, and discovered the stem was defective and needed replacement. He replaced both and I had water again starting Thursday afternoon. WoOHOO!

In summary: the plumbing warranty doesn’t cover much and none of the appliances that are used constantly are covered. If I have better luck in the future I will definitely leave a positive review.

By: Debbie H, Phoenix Arizona

Debbie H, Phoenix Arizona — Thu, 07 Oct 2010 03:20:48 +0000

I’ve been using BFS for over 3 years. In that time, I’ve had both A/C units breakdown (in the middle of a Phoenix summer). BFS contracts with local service companies for their repairs. I understand this and so when they couldn’t get an HVAC company to my house within 24 hours due to high customer volume during the middle of summer I asked if I could have a company of my choosing come out ASAP. BFS told me to go ahead, hire a company that I want and they would reimburse me up to $125 for the service call. Once my HVAC company came out and diagnosed the problem (broken condensor that cost $1800)I then called BFS and they told me I can have my company fix it and they would reimburse me the $2200. I decided to replace my entire HVAC system for $6500 and submitted my receipt (I wanted to replace my entire system due to it being 15 yrs old). I received reimbursement for the agreed upon $2200 within a week! When my 2nd A/C unit needed a new air handler, again they allowed me to use my favorite HVAC company and get reimbursement for the part. This time they limited the reimbursement to $1500 per the contract limitations and I received my check within a week again. I’ve only been paying $250-$275/yr for this home warranty and I’ve more than made back my money on just these 2 repairs. On another note, when I first started using them, they replaced my ice maker after I had just purchased the warranty 2 days prior!

By: salvador r gomez

salvador r gomez — Thu, 16 Sep 2010 01:33:23 +0000

I report the air conditioning on the 15th September at 8:00 am the person who served me told me that someone would come to repair the air between 12:00pm and 4:00pm at this time that is 8:00 pm no one has come. I did not go to work because the technician would arrive between 12 and 4pm. The technician arrived at 8:30pm and said I’m very sick, he check the a/c unit and said I don’t have the piece I back tomorrow. another day without a/c. BFS Home Warranty very poor service.

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!