Customer ReviewsforBroward Factory Service - Hillsborough, Pasco, Pinellas, Sarasota, Lee

I applied for the Silver/Gold Plan with this company in May. I was told the plan I was requesting was only for Realtors. Lie number 1. I went on line and applied for this plan. Waited for a response for two weeks. Knew an inspection was necessary. My AC is 12 years old I did not expect coverage on it. However, again waiting more than a week after inspection called and was told AC not coverable I knew this already. DIshwasher is 8 years old and washer and dryer are 5. But when I was told that my GE Range which is one year old would not be covered that was the last straw. Person at office who originally lied about realtor plan said parts were no longer available. Really a ONE year old GE Cafe range? I am not stupid. I went back to Sears where I know I will get the service I paid for. Please be very careful with this company. I would give a zero star rating if available.

I am sorry that you feel like you were lied to. Our terms and conditions are clear we can do an inspection on equipment covered. I am the one who looks up the products to see if part is available, when they are not, we cannot cover on our gold plan. It is possible that I made a mistake when looking up your model number I do my best to make sure I am correct all the time, but I am human. As for the plan you were offered, we have home warranty plan and a gold plan both may have an inspection our silver plan would not require an inspection. If you are a realtor and are looking for a realtor special plan, we have those available and may require an inspection. I hope this closes this complaint as satisfied.

Sincerely

Steve F.
Manager

We have a Silver service and Gold replacement contract with Broward Factory Service. A month ago we reported that the outside AC unit was making a loud noise. The tech said he "fixed" it with a new capacitor. Last Friday the unit stopped cooling. A tech was supposed to come that afternoon. We never heard him knock nor did we receive a call. We did find a door hanger that said he'd been there but because it was late on Friday I don't think he made much of an effort to contact us.

A tech from The Villages came on Saturday - and left after saying he fixed it. It still wasn't cooling so a call brought him back out on Sunday and he then told us then the compressor was locked up and he didn't have a replacement to fix it. Another sleepless night with temperature near 90°.

Contacted Ryan in the local office this morning (Monday) and was informed that the compressor replacement was going to cost me about $500 because Broward doesn't cover "scroll compressors" even though this entire HVAC system was provided under my service agreement by Broward some years ago and I even paid a large extra sum to bring it up to an improved SEER rating.

All this and I'm paying nearly $800 this year for my Service Contract! I also have another contract on my unit next door and I've had contracts with Broward on my two units for many years. The prices for the contracts have been steadily rising over the years.

My experience with Broward has been that they frequently don't get the problem fixed on the first call and that the minuscule print in hard to read turquoise color on the back of their contracts almost always exempts the things that break. Regardless of what you've paid for coverage expect to pay hundreds more to keep your home in operating condition.

Good Afternoon ****** *******,
Thank you for reaching out! You are correct and had to pay part of the repair due to the part that failed is a scroll compressor. Please see terms and conditions (we would attach, but since this is a comment, we are unable to) under "this contract excludes number (20) it states scroll compressors are not covered." When this comes up on a warranty service call, we charge only the cost of that part and this one was $400.00 plus tax. This would have costed $1800.00 or more without a warranty. Regarding the service scheduled May 17, 2021, we replace a capacitor the compressor was not bad at that point. Second call was Saturday June 12, 2021, and the technician for the bad scroll compressor. Unfortunately, the technician does not have access to a new scroll compressor over the weekend. First thing Monday, we addressed the issue of the compressor and installed new one the same day. Please let me know if you need any further information.
Sincerely,
Steve F.
Manager