Complaint Review: Broward Factory Service

Extremely Poor Customer Service


We rent from a realty company in Palm Harbor, Florida which has a contract with Broward Factory Service. Apparently by having this contract Broward has figured it does not need to rely on customer service with neither the realty company or the people they are repairing equipment with.  Our central air went out, so we called the realty company &
they returned our call & said they placed a call with Broward & Broward should be calling us back shortly. By 3:30pm the next day we still had no call from Broward. We have contacted the realtor several times & they said they left messages with Broward to call us. Apparently nobody answers the phone at Broward & they only take faxes requests with businesses.
I wanted to call the company directly, but we were following the rules of our lease.
All I can say is it must be one heck of a contract because the service so far is pathetic with both parties. The guy that punches numbers on the phone at Broward must not know how to use the buttons on the device, anymore than they know how to fix equipment.
They have the contract so they will call you when they feel like it & makes you wonder if you will get service at all.  Its over 90 today, again, and we can't even get a courtesy call from them to acknowledge they have been called.
 At 5pm the next day the realtor says she can't even get Broward to call them back, much less us.  We had to threaten to call someone else & deduct it from our rent.  They finally got some other company & they called us within 15 minutes, as you would hope any respectable company would do that wanted your business.
We have had Broward out 7 times in 5 months for our ac.  The story of calling us was the same each time - no return call until late the next day, if at all.  It is the worst customer service I have ever run across - not once, but every time.   It's always something different with them that is wrong when they come out, according to them, each time.  The tech that comes out acts disgusted he had to come out and fix something.   He does the bare minimum to get the ac to work, doesn't check anything else, and leaves as fast as he can.   Maybe if they would do some due diligence in checking things out the first time while they were here, they would not have been out as many times as they have.   No excuse.  They have lied in the past to the realty company by telling them they have tried to call us & nobody answers.  The call log on my smart phone can prove different.  They never call.
 Apparently once they have your money then you have to work on their terms, not yours.  If you can even get a call from them to acknowledge you exist.