Complaints

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

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A & E Factory Services has 11 locations, listed below.

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• 

  A & E Factory Services

  5407 Trillium Blvd Ste B120 Hoffman Estates, IL 60192-3413

  
• 

  A & E Factory Services

  3158 S Main St Salt Lake City, UT 84115-3750

• 

  A & E Factory Service

  12900 Fenwick Center Drive Louisville, KY 40223

• 

  A & E Factory Services

  3333 Beverly Rd E5-377a Hoffman Estates, IL 60179-0001

  
• 

  A&E Factory Service

  7700 E Arapahoe Rd Ste 220 Centennial, CO 80112-1268

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:07/31/2025

  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.

  This company, A&E factory, has been to my house over 10 times since November 2024 to repair my refrigerator. It is now July 2025 and the refrigerator is still not working.They also cancelled numerous appointments after I waited all day for them to ********* of the last visit, this week, my refrigerator still does not cool. It is at 57 degrees. I have a ****'s warranty on the refrigerator and it says that if they are unable to repair it, a credit for a new refrigerator should be given. I have requested this since January. ***** said that the technician must fill out the form stating that the refrigerator is unrepairable. The technician will not do this. This company is affiliated w *****. I have contacted ***** many times to complain about the service and the condition of the refrigerator. I was told many times that they are reviewing the file, but there has been no resolution. I continue to be told that they will order different parts and try to repair it again. It is outrageous that I am still without a working refrigerator! I want a credit so that I can purchase a new refrigerator. I also want to let others know not to use this company.

  Business Response

  Date: 09/02/2025

  September 2, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ***** *******
  
  Dear BBB Customer Relations:
  
  After researching the service history, we show that service was completed for the refrigerator. If Ms. ******* still requires repair assistance, a new order will need to be opened. In the interim, since the product has been repaired, we have closed our file.  
  
  We apologize to Ms. ******* 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:07/17/2025

  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:07/02/2025

  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.

  I live in *********. a rural town by the Arizona border. I have had A&E factory service replace every part of my washer except the shell. The machine is unrepairable. The technician will not inform the ***** home protect warranty that washer cannot be fixed so that they can replace my washer. The technician ****** *. is the only technician that has worked on this washer. He informed me that his boss would never authorize ***** warranty to replace the washer. This has been an ongoing issue for over a year. The warranty company claims if the technician says the washer cannot be fixed, they will replace it. Meanwhile I am stuck between A&E and ***** home protect warranty with no resolution. The technician has canceled his last two appointments avoiding the situation.

  Business Response

  Date: 07/29/2025

  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  July 29, 2025
  

  Re: ****** *********
  Reference Number: 23548366
  
  Dear BBB Customer Relations,
  

  We received Mr. ********** complaint regarding his washer and his dissatisfaction that the washer has not been repaired.
  

  Our record shows Mr. ********* purchased a ***** Protect Home Warranty for his appliances. When we received the complaint, we forwarded it to the team who handles the ***** Protect Warranty for review and to assist him with his concern. The team called him and left a voice message to return their call on July 16th, July 17th, and July 18th. Unfortunately, Mr. ********* has not responded to the voice message. The washer is currently scheduled for repair on July 30th, and the team is monitoring the service call. Should Mr. ********* wish to contact the ***** Protect Warranty via email, he can do so at ***************************************** this said, we have closed our file.
  

  We apologize for any problems or frustrations Mr. ********* have experienced with ***** Home Services. We do value our customers and strive for their complete satisfaction, including a reasonable resolution of any complaints or problems whenever possible.
  
  
  Sincerely,
  
  ***** ******
  Regulatory Complaints Specialist
  Email: ********************************************************************

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23548366
  
  I am rejecting this response because: They claim they attempted to call me and I did not respond. I spoke with ***** home warranty On July *******. A technician is schedule to come to my residence today July 30, 2025.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 08/14/2025

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

  August 14, 2025
  

  Re: ****** *********
  Reference Number: 23548366
  
  Dear BBB Customer Relations,

  
  We received Mr. ********** rejection to our response.

  
  Our record shows the service for the washer was closed out and completed on August 13th. Should Mr. ********* still needs to contact the ***** Protect Warranty via email, he can do so at *************************************** again closed this file.
  

  We apologize for any problems or frustrations Mr. ********* have experienced with ***** Home Services. We do value our customers and strive for their complete satisfaction, including a reasonable resolution of any complaints or problems whenever possible.
  
  
  Sincerely,
  
  ***** ******
  Regulatory Complaints Specialist
  Email: ********************************************************************

• Initial Complaint

  Date:06/26/2025

  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 filed a claim with my home warranty company in September 2024. A&E has failed to show up for 9 appointments since that time. They book you from 8am -5pm, making you wait all day for a technician. Then they no call/no show. You get a text at 5 pm to reschedule you. They did this to me again yesterday and now I have to wait 2 more weeks for an appointment. Its disgraceful.

  Business Response

  Date: 07/28/2025

  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:06/19/2025

  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.

  A&E called for a refrigerator not cooling May 28th 2025. Service came found defective compressor and parts ordered. Schedule return June 11th, 2025. Parts came in quick so I called to move service date up and June4th, 2025 new repair date. On June 4th A&E was no call no show and @ 5:07pm text received that customer had changed date, which was incorrect. After waiting all day I was ******. New date given June 11th, 2025. Called to move date up given June 7th.Again A&E no call no show, was told technician ran out of time. New date scheduled June 12th. Again A&E no call no show. Another scheduled date June 17th. A&E technician called to say he was assigned the job but he was not qualified to do work, as I needed one qualified to work with compressor. He rescheduled to June 19th with notes on what type of technician I needed.Its my understanding that A&E has only one technician that can do this work and his equipment to do the work is under repair.A&E please pull a technician from ****************** and help me PLEASE!!!I need my refrigerator. 

  Business Response

  Date: 06/30/2025

  June 30, 2025
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  **********************
  
  
  Re:  ***** *******
        File Number 23491948
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******** complaint regarding the repair she required for her Kenmore Elite branded refrigerator.
  
  Upon receiving Ms. ******** complaint, we contacted the local service unit for assistance. Our record indicate that the refrigerator repair was completed on June 26, 2025.  The technician noted: Power on, but no cooling in both compartments. Measured suction and discharge pressures with manifold gauges. Replaced compressor.
  
   Since we have confirmed with the technician that the repair is complete, 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 this matter.
  
  Sincerely,
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

• 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
  **********************************************************