Business Profile

Major Appliance Services

A & E Factory Services

Headquarters

Complaints

This profile includes complaints for A & E Factory Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

408 total complaints in the last 3 years.
59 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an active warranty through *****, and it is serviced by A&E Factory Service. My washer has had problems since March, and it is mid-July, and it is still waiting to be fixed. I have had 2 techs come out to diagnose and order parts. I have the parts but when the appointments scheduled to replace the parts, the appointment gets cancelled the day of the appointment. The only option I have is to reschedule for 10 days later. This has happened 5+ times. I cant get a supervisor on the phone. If I am lucky enough to speak with a basic support **** they assure me that next time will be different. I have taken off work 5 days.
Business Response
Date: 08/18/2025
August 18, 2025

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ***** *******

Dear BBB Customer Relations:

After researching the service history, we found that service was completed on July 28, 2025. If Mr. ******* still requires assistance, he may open a new call as we are only an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.

We apologize to Mr. ******* for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:07/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a warranty repair on a refrigerator for the refrigerant system to be replaced. June 8, 2025, was first contact with ***** home repair, I have had three appointments for repair to be made, and no one has ever come. I had to start with GE appliance since is a GE refrigerator (phone #************). They refer it on to ***** home repair (#***********). They contract A&E Factory Service for the repair (#************). A&E has scheduled repair 3 times and never showed. I have been on the phone hours trying to resolve this issue to no avail. I can only get AI when I call A&E.
Business Response
Date: 08/07/2025
Please see the attached response
Initial Complaint
Date:06/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sent parts never came back to fix the oven. The parts were delivered on April 25, 2025. They set up 6 appointments but never showed up. Then pushed out appt to Aug 1st, 2025.
Business Response
Date: 06/26/2025
***********************************

June 26, 2025

Customer Relations
**********************
************************************************************
*******, *******; 60611

Reference File # ******** ******* *****

Dear BBB Customer Relations;

We sincerely apologize for the inconvenience and frustration that Ms. ***** experienced regarding the repair of her oven.
According to our records, the necessary parts were delivered to Ms. ***** on April *******. Unfortunately, although six service appointments were scheduled, our technicians failed to arrive as expected. We understand how unacceptable this delay and lack of follow-through have been and sincerely regret the inconvenience it caused.
We also note that a follow-up appointment had been pushed out to August 1, 2025.However, based on the service order notes, Ms. ***** contacted ***** Service on June 23, 2025, requesting that her service be canceled, as her husband had installed the parts and successfully completed the repair. We apologize for the overall inconvenience she encountered throughout this process. With that being said, we have closed our file regarding this matter.
We understand that Ms. ***** has experienced problems and frustration with ****** and we sincerely apologize for any inconvenience this has caused her. We value our customers and strive to achieve their complete satisfaction, including the resolution of any complaints in a reasonable manner. Please do not hesitate to contact me at ***************************** if you have any further questions.
Sincerely,

****** ******
Regulatory Complaints Specialist
*****************************

Customer Answer
Date: 06/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I really dont have a choice. I just want them to be reported as a bad company. My husband had to do their job.

Sincerely,

******* *****
Initial Complaint
Date:06/18/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been waiting on appointment for over six weeks, the technician showed up today in the morning instead of when he was scheduled which was this afternoon. When he notified me I called him seven minutes later and was advised the only option is to reschedule, the reschedule is for 7/26, more than two months after I originally called in the service. I have tried emailing and calling and have not received a response. We have a broken, non-functioning refrigerator/freezer/icemaker that is need of repairs ASAP. We had to pay in advance for the service call and have not received the service paid for.
Business Response
Date: 07/18/2025
Please see the attached response
Initial Complaint
Date:06/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had a scheduled fridge repair on 6/6/2025 took off of work to be available from 8am to 5pm. Never got an update never got a call finally at noon I get a message saying due to unforeseen circumstances we cannot complete your appointment. So, now I have to wait until Monday and hope they show up then? What was the point of a warranty if you never show up to fix the fridge.
Business Response
Date: 07/07/2025
July 7, 2025

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ***** ******

Dear BBB Customer Relations:

After researching the service history, we show Mr. ****** has a third party warranty with Assurant. Service sent a message in June via cell phone and email regarding a reschedule which was not confirmed. If ********* still requires repair assistance, he may open a new call through ******** as we are only the authorized service provider. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.

We apologize to Mr. ****** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Customer Answer
Date: 07/08/2025

Complaint: 23434922

I am rejecting this response because:
you are completely wrong and just blatantly lying. I have documented proof that I never canceled or didnt confirm an appointment we have had multiple confirmed appointments that they have canceled on their end and rescheduled multiple times. This is over a month later and they still have yet to service my fridge.
Sincerely,

***** ******
Business Response
Date: 07/27/2025
July 27, 2025

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ***** ******

Dear BBB Customer Relations:

We have reviewed Mr. ******* rebuttal complaint, and apologize for any inconvenience. Currently we do not have an open service order. Since Mr. ****** has a third party warranty with Assurant, he will need to contact them directly if he would like service out since we are only an authorized service provider for his warrantor. This means that we are unable to obtrude upon his warrantors actions. We can only recommend that he contact them directly regarding the terms and conditions of his warranty agreement.

We apologize to Mr. ****** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AE factory service is being sent to my home for repair on my refrigerator by Electrolux. They have been to my home multiple times now since January to try to repair my unit. The last visit was on May 16th the technician deemed the unit not repairable, submitted the ticket and had me take screenshots because he said that there will be issues from ********** or his company. Days later I contacted ********** and was given the phone number for ***** home services to check on the report. As the technician expected his notes that said the unit was not repairable or magically not on his report even though I have screenshots of them. The ticket was escalated and I was told it would be 72 hours to receive an update from the technician. Another tech visit was scheduled for the 27th of May. That visit was canceled early on the day of the visit and rescheduled for the 30th of May. I've contacted the phone number again and they have not received any updates or tried from what I can tell. There is no way to escalate higher than the people on the phone who are level 1 technicians no way to talk to anyone in management to get this issue resolved. In the meantime I have not had a proper working fridge since January of 2025.
Business Response
Date: 06/09/2025
June 9, 2025

Customer Relations
******* **********************
**************************************************************************************************************

Re: ******* ******
      File Number 23381528

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******* complaint regarding the repairs he required for his Frigidaire branded refrigerator.

We would like to clarify that we did not sell Mr. ****** his refrigerator nor are we the manufacturer or the obligor of his manufacturers warranty on his refrigerator.We are just the repair provider that ********** contracted to provide repairs to *********** refrigerator so they could fulfill their warranty obligations.Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is **********.

Upon receiving Mr. ******* complaint, we contacted the local service unit for assistance. Our records indicate that the technician completed the refrigerator repair on June 3, 2025. The technician noted: Completely non-functional - no power.Checked control panel/display for errors or unresponsiveness. Replaced main control board.   Since we have confirmed the repair is completed, we have closed our file.

We apologize for any problems or frustrations that ********* may have experienced with A&E Factory Services.   We appreciate the opportunity to address this matter.

Sincerely,
***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 06/09/2025

Complaint: 23381528

I am rejecting this response because:
May 16th was the repair date that is in question. Your company did not report the correct information to Electrolux. Calling the support number gets you nowhere and tere is no way to escalate the issue. To this date the correct information has still not been given to Electrolux from the May 16th repair.

On the June 3rd repair mentioned, your technician didn't even show up to the appointment. So not sure how he could have submitted a report stating it was not working. I again contacted your support and got no help. I also called Electrolux and reported that your tech failed to show up for the scheduled repair appointment.

Sincerely,

******* ******
Business Response
Date: 06/12/2025
June 12, 2025

Customer Relations
******* **********************
****************************************************************************************************************

Re: ******* ******
      File Number 23381528

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******* rebuttal.

We would like to clarify that we did not sell Mr. ****** his refrigerator nor are we the manufacturer or the obligor of his manufacturers warranty on his refrigerator. We are just the repair provider that ********** contracted to provide repairs to *********** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is **********.

We contacted the repair leadership regarding the repair report for Electrolux, we were informed that the tech would have to go back on site. Electrolux will need to create a new order for that to happen.

Mr. ******* will need to contact Electrolux to create another repair appointment if additional service is needed.

We appreciate the opportunity to address this matter.

Sincerely,
***** ********
Regulatory Complaints Specialist
**********************************************************
Initial Complaint
Date:05/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: 5/19/2025 I was scheduled to have a repair of my oven on 5/19/2025. The technician (***** *.) arrived and was not equipped to handle the repair. The oven was too large for him to move himself and he was not able to fit to access the back of the oven to complete the repair. As a result, I had to complete most of the repair as the paying customer while ***** looked on. Halfway through it was discovered that the part ordered by A&E was defective/broken and a new one would have to be ordered thus delaying the "repair." I was subsequently billed an additional cost for the second replacement part even though it was not my fault that the first arrived broken, bringing my charges up to ******. This came as a shock to me because I did not sign off on additional charges and the ************* estimate form was fraudulently signed by the technician not me. I called and spoke to *** at Sears Home Services customer service after being directed there by the chat function. *** was unable to help me or initiate a refund for the service/part that I paid for but did not receive. I subsequently cancelled any future repair/product so as not to incur the additional charges but would still like a refund for the original charge of ****** as the repair was not completed and the product not received. This is poor business practice to charge a customer with failure to provide ******************** as agreed upon not to mention the unethical and fraudulent signing of agreements.
Business Response
Date: 06/15/2025
Please see the attached response.
Customer Answer
Date: 06/23/2025

Complaint: 23354381

I am rejecting this response because: The response did not address the original complaint. My original complaint stated that I wanted a refund of the ****** I paid (which you mention in your response) because I did not receive the repair service. I only mentioned the ****** charge because it was further evidence of the company's failure to provide said service because the original part was broken and I was given an updated estimate of ****** for a new part for completion of the repair.
Ultimately, the repair was never completed. The original part arrived damaged. A secondary part was ordered, and a new service repair date was scheduled, which I promptly cancelled, because the service tech ***** *. fraudulently signed an agreement on my behalf that would cause me to incur more charges. Therefore, the ****** charge that I paid should be refunded because NO repair service or working part was ever provided.

Sincerely,

****** *****
Business Response
Date: 07/22/2025
Please see the attached response
Initial Complaint
Date:05/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/21/25, A&E was called to repair my 4 yr old refrigerator due to not cooling. The tech evaluated the refrigerator and quoted repairs to be close to $1800 including a new compressor. I declined the repair pending a call to the manufacturer. I called ** and was told that the parts needed for the repair were included in an extended warranty and I should not have been charged. Because A&E tapped the refrigerator, no other appliance repair will repair it. A&E has been back once. I was told that the initial estimate included parts that were indeed not needed and 2 parts were ordered and sent to my house. A&E scheduled to be back for the repair on 5/5/25 with a window of 8a-5pm. At 11 am, i was texted that they would be unable to come to complete the repair and rescheduled for 5/16, again 8a-5pm. Today, every 2 hours the time was updated to reflect a later time and finally at 4pm GE A&E and was told that they would definitely be out at 6pm. 45 minutes later, they sent a text that they would not be coming and tried to reschedule for Monday 5/19. ** refuses to honor the warranty without A&E servicing the product. I have no more vacation days. My husband cannot stay home to wait for A&E wait for service that may not arrive.
Business Response
Date: 05/28/2025

May 28, 2025

Customer Relations
******* **********************
**************************************************************
**********************

Re: ***** *****
File Number 23341935

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** complaint regarding the repairs she required for her GE branded refrigerator.

We would like to clarify that we did not sell Ms. ***** her washer nor are we the manufacturer or the obligor of her manufacturers warranty on her washer. We are just the repair provider that ** contracted to provide repairs to ********** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is **.

Upon receiving Ms. ****** complaint, we contacted the local service unit for assistance. We contacted the repair leadership and was informed that: tech was scheduled to return to the home on May 16, 2025, however the technician was not available for the call and the appointment was rescheduled for May 19, 2025. When we lost capacity to run the call on May 19th, the ** *** followed its standard process and attempted to contact the customer for three consecutive days. As designed, the *** sends both text and email notifications, allowing the customer to easily select a new service date. Since the customer did not engage with any of the outreach attempts, the system automatically closed the order due to inactivity. The order was closed out by the system on May 19, 2025. ** has to create their own warranty tickets in order for us to service the customer otherwise the system views it as a collect call and will prompt for payment. The member will need to contact ** to schedule if further repairs are needed.

We apologize for any problems or frustrations that Ms. ***** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter.

Sincerely,
***** ********
Regulatory Complaints Specialist
**********************************************************
Initial Complaint
Date:05/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
***** is the company that ** is in contract with to repair our fridge since it is under warranty. Our fridge broke April 2 and they came out April 4. They had to come back out on April 16 because ** did not indicate it was under warranty. They came in for 10 minutes and ordered the parts. They told me the soonest appointment was April 30. April 30 came by they cancelled and had me reschedule, I chose May 3. The window was from 8 am - 5 PM. They cancelled the appointment at 8:10 AM with the same message. I tried contacting A & E and they connected me to a healthcare professional site. I just want my refrigerator fixed and am getting the wrap around.
Business Response
Date: 06/02/2025
June 2, 2025

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ******** ***** Sayafi

Dear BBB Customer Relations:

After researching the service history, we show Mr. ****** has a third party warranty with **. Service was completed on May 7, 2025. If Mr. ****** still requires repair assistance, he may open a new call as we are only an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.

We apologize to Mr. ****** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:05/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Repairman fails to show up as stated. I have the parts sitting in my house to fix my microwave. The technician lies and says that I wasn't home, when in fact I was home, both times!! And I know the technician knows where I live because he was at my house to diagnose the problem with the microwave. I have called ** to complain since apparently there are no real people that work at A&E to speak with. ** states they have escalated the issue and sent an email to the technician. Not holding my breath! How A&E stays in business is amazing to me because it appears that this is an ongoing issue of them breaking appointments. I am including screenshots of the text messages saying I was not at home and a black picture.. the text also says to call the number left in the voice message.. there was no phone call or number to call.....
Business Response
Date: 05/13/2025
May 13, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ******** ******
       File Number 23278858

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******* complaint regarding the delay she encountered in having his ** branded microwave repaired.

We would like to clarify that we are not the manufacturer or the obligor of Ms. ******* manufacturers warranty on her microwave. We are just the repair provider that ** contracted to provide repairs to her microwave so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is ***

We received Ms. ******* complaint and contacted the local service unit for assistance. Our records indicate that the technician completed the microwave repair on May 9, 2025. The technician noted: Microwave has no power, completely unresponsive. Checked power supply at outlet and verified correct voltage. Replaced faulty control board.   Since we have confirmed the repair has been completed and the service order has been closed,we have closed our file.

We apologize for any problems or frustrations that Ms. ****** may have experienced with A&E Factory Services. We appreciate the opportunity to address the matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************

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