Business ProfileforA & E Factory Services

I have a ***** Kenmore Elite refrigerator and the ice maker stopped making ice. I called ***** and they use A&E Factory Services for appliance repair. The first appointment was 10 Jan 2024. The technician diagnosed the problem as a bad ice maker. I was charged ****** for that diagnosis. I was given the opportunity to either sign up for their home warranty program for $670 per year or pay for the replacement part at $490.29 and told that I had one week to decide. I called back and told them I would just like to have the part replaced. The part was ordered but did not arrive in time for a repair appointment on 13 Jan 2024. The part arrived and was installed on 23 Jan 2024 but the ice maker still did not make ice. I called to let them know and the next technician diagnosed the problem as the fill tube valve. I paid $146.28 for a fill tube valve. The next technician replaced the fill tube valve on 19 Feb 2024, but the icemaker still does not work. On 22 Feb 2024 I called ***** customer service to ask for a refund of $765.57 ($****** diagnostic fee, $490.29 icemaker, and $146.28 valve). The customer service rep incorrectly entered the refund request and nothing happened. I called back on 4 Mar 2024 and the refund request was entered for the total amount. I called on 18 Mar 2024 to check on the status and was told that the billing department had 14 working days to take action on the request and that it had only been 10 business days. I called on 2 Apr 2024 and was told that the billing department had declined the refund request due to an incorrect reason code being entered by the service rep. I asked to resubmit the refund request and the service rep said that they would reenter the request using a different reason code. At this point, I am out $765.57, my icemaker does not work, and I am not hopeful that I will receive a refund.