3 parts for my w/h had to be ordered. I was told to expect 3 to 5 days for delivery. It took 11 days and 2 interim calls by me (not from BF to me) during which I received conflicting information. When the parts were installed by BF, I signed the electronic invoice and it was e-mailed to me. The BF plumber left and then I opened the e-mail to examine the invoice. The invoice stated there is no warranty on the parts. This was never disclosed to me at the time I agreed to have the parts ordered. Nor was it disclosed to me before the parts were installed. It was not even disclosed to me before or after I signed the electronic invoice. I also found it interesting that the statement disavowing any warranty coverage did not appear on the original copy of the same invoice that I signed when I paid a deposit at the time of the plumber's initial visit. I paid $1,084 for the repair. It is absolutely inconceivable to me how BF can operate in this deceptive way. A day later, I called BF and spoke to a rep (Roland) who explained that 2 of the 3 parts are under warranty, but the electronic part is not warrantied by BF or the manufacturer. As I told the rep, the BF plumber told me, after diagnosing the problem, that I had 3 options: replace the specific part that caused the failure, replace 3 parts which controlled all w/h functions (the option I chose), or replace the water heater. If he had informed me that I would have to wait 11 days for the parts, or at the very least that he did not know how long it would take (rather than 3 to 5 days), and when installed, the electronic part would not be warrantied, I would have opted for a new w/h. Roland seemed surprised that the plumber did not inform me about the lack of a warranty up front. From Roland's remark, I must assume it was a violation of BF's policy not to have informed me, the customer, up front about the lack of a warranty.
Here is what I demand from BF:
1. I expect a phone call from senior BF management to acknowledge that this was a deceptive business practice, and
2. I expect either a written guarantee that BF will provide warranty coverage for the electronic part consistent with their standard parts warranties, or I demand a refund for the price I paid for the non-warrantied part, which by the way, was not itemized on the invoice. It seems odd to me that, when I get my car repaired, they itemize the charges for parts and labor, but when I get my w/h repaired, BF chooses not to itemize the charges for parts and labor. That, in itself, seems to demonstrate - at best - a lack of transparency.
My phone number is 410-627-6559.
Dan Porreca