BFS Home Warranty

Most service requests denied since they were listed in their 1 page of items they don't cover. Only one was covered. They recommended an extra $200 charge, but I was able to deny it. Then I bought the parts (same day since it takes the a long time to get parts or a quote) and waited for them to come fix it, then reimburse me. Wouldn't recommend or do business with them again, it just came with the property.

They don't cover anything. We've had them come out several times, charge us $75, and tell us they don't cover something. Leak wasn't covered. AC wasn't covered (not even routine maintanence or any type of repair) ... not sure what is actually covered under warranty but hasn't meant anything so far.

If I could give zero stars I would. For starts I had to have my stove serviced it took over 3 months and still not fixed. First of all I took off of work twice and their tech no showed twice! After explaining to Erica who is extremely rude that I am available after 12 PM on Fridays I work in the medical field and I have patients that I can’t reschedule at the last minute and the tech already no showed twice! She gave me nothing but attitude because they start north and work their way south. I live in Round Rock and their tech wants to get done early on Friday and doesn’t wanna have to come out to Round Rock after 12 PM on Friday. The straw that broke the camels back now my air conditioner is having issues called to schedule to have them come check it out again I’m available after 12 on Friday they call telling me they can no longer guarantee that they can come out because their tech wants to come earlier and be done with the northside and head back south Friday afternoon . I am a renter and my landlord uses this company.I did notify him and he will cease to do business with them they are very unprofessional ,rude and their techs, if they show up do not do a very good job again the first problem with the stove is not fixed and apparently I can’t get someone to come out and look at my air conditioner because it’s too inconvenient for them on a Friday afternoon. Don’t waste your money with this lousy company and Erica needs to reconsider what business she’s in as customer service is not her strong suit.

Where is the ZERO stars??? Bought a 'home warranty' and expected the company to be professional when it came to fi x/repair/update or replace any issues that may 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 AC went out on a summer day, and it took many trips to fi x 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, 4technicians 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 fi x the issue. The straw that broke the camel's back was the incredibly rude receptionist(Erica) when she said: "I'm NOT sending my technician all the way from Helotes 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 fi x the issue as fast as possible, but that's just me.

First experience with a home warranty and I find it a waste of money. Easier to contract a plumber or professional yourself than to use this. This is basically the HMO of insurances. They sent a handyman out to evaluate the job. Left me without hot water for greater than one week. Did not seem urgent to them. Out of pocket quote /my portion more than if I didn’t have a home warranty. Why would anybody use this service?

Update 5/13/21: Thanks for your response. You and ericka are the only ones that respond. I hired a plumber and am getting water service returned to my home today after a rough 2 weeks. At this point I just need to shower and run washing machine and dishwasher. Handyman misdiagnosed, no resolution in sight anytime soon. I have attempted to contact manager randy via phone and on website, who by no surprise is “unavailable today” and did not followup on promises made yesterday. I am paying $2000 out of Pocket and this service is covered under my written warranty. Regret even trying to use this warranty and the time I wasted. Lessons learned.

5/10/22 Sarah-no water heater was ever fixed/repaired or sent to my house. No resolution. I bought my own water heater from Home Depot and paid $2000 for installation and 4+ weeks of no hot water waiting for BFS. All information and receipts were sent to BFS with no absolutely no response to date.

Had them for two years and not once have they returned any of my service calls/requests

In the past when our ac went out we were told it would be two weeks before they could come look at it, it was the middle of august we finally just paid a company to come fix it and they were here the next day, we recently called because out hot water heater was leaking, when they came the next day to look at it they send an ac tech to look at it and was told a hose was leaking and it was not covered, asked if the could fix it and was told sure be a couple of days before they could come and replace the hose, again we hired another company to come replace the hose, after the repair we were told the water heater was bad, called bfs back and was told they would order a water heater and be there in a couple of days, after a week of waiting we called them again and was told they would be there the following week, after another week we had to call again, they show up and tell us the water heater is fine and all it needs is a gas valve and they would have to order one, well it has been another three weeks and they have not called, when i called again i was told they would check into it, well guess what, another week and still no call back. I can not say one good thing about this company and surely would not recomend them to anyone and will be dropping them and going back to american home shield, which is more money but they at least do what they say they are going to. Please do not use bfs. They are horrible.

Called last week to schedule a service. I completely understand the circumstances so I was fine that they couldn’t get me scheduled until almost 1 week out. I was promised a call with a window of arrival the Friday before. Not a big deal.

But, No call... so I called the morning of to find out the time more or less so me or my husband didn’t have to miss an entire day of work. They apparently “lost my ticket in the system” but yet Erika and the office manager (who I requested to speak to) both confirmed the ticket was there on hand. Apparently this was “out of their control “ so then I was told by Ericka I was a add on. Not only did the staff seem agitated that I was asking questions but they even gave attitude and brushed me off. As if my time is not valuable. I pay for services and the expectation is that I receive good customer service and services as promised.
After the woman (manager) told me they didn’t have a time of arrival or even a window she all of a sudden they would be at my house between 1 and 5.. she even said “ma’am I don’t know why this is a big deal” ..... I doubt she confirmed this, she probably just wanted to shut me up and get me off her line that she was sure to let me know 4 others were holding.

Poor customer service. Luckily the service technicians are always nice but office staff is losing their touch for sure.

The technicians say they need parts to be replaced, but the BFS (Boward Factory Services) agents do not approve and do not schedule parts change visits by themselves. They have a big 'no man's land' which they will not cover. The defect has to be within the house and not outside. anything between the meter and house is not covered for plumbing. Jacuzzi is not covered. No parts are changed when technicians write comments stating parts failed and they charge me for parts due to usage or not normal failure each time.

Yearly A/C service or seasonal service is part of the annual contract, but they never do it or even ask to schedule it. There is no emergency contact for utilities like AC/HVACs or Refrigerators.

I believe this is not a good option and people stay away from this. They will not accept any claim for your warranty. Fake establishments making money by their claim that "no charge visits", that is the only true part and no ways things get fixed.

Our ice maker stopped producing ice since this March. They sent repair technician again and again, and could not resolve the problem. They also replaced something but it’s still not working. We tried to talk to their manager, but no success. We were always told that the manager was on line and will call us back. Not a single call is received. We will not use their service ever again.