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

497 total complaints in the last 3 years.
61 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:05/20/2024
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.
I contacted ************* customer care hotline April ****** to report my refrigerator was not working. I explained the freezer was working, but the refrigerator was not cooling. Set an appointment for Friday, April 12,2024. Service call was $119.00, and ordered the needed part from ***** parts department directly as requested by repair tech. part needed was a computer board, part #****************, price $151.98, paid through credit card at that time. Part received 04-23-2024.Called ***** for repair to proceed. Tech came 04-26-2004 to install part. He left as soon as part was put in. Refrigerator did NOT work. Called ***** back, scheduled a return for repair 05-03-2024. Tech drove past house, did NOT stop, called ***** again, scheduled repair appointment May 17,2024. Again, appointment was cancelled. all appointments were NOT cancelled by me. ***** confirmed I did NOT cancel. Called ***** again 5-18-2024. they wanted to schedule again. I declined, as this tech , ****** E of A and E factory service won't show up. He does NOT know what he is doing. I'm feeding a family of 6, and cannot wait any longer for a working refrigerator. This fridge is only 1-1/2 years old. It cost me $1699.99 new.
Business Response
Date: 06/19/2024
Transform SR ******* ********** LLC

June 19, 2024

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

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

Dear BBB Customer Relations;

We wanted to provide you with an update regarding the investigation of **************** case, our team has diligently looked into the matter, and we appreciate your patience throughout this process. Rest assured, we are working to resolve the issue as quickly as possible.
At this stage, we require some additional time and information to thoroughly review all the details and ensure a comprehensive resolution. Please be assured that her satisfaction remains our top priority. We anticipate being able to provide you with a more detailed update shortly. In the meantime, if you have any questions or concerns, please don't hesitate to reach out to me at *****************************
We apologize for any problems or frustrations that Ms. *************** have experienced with *************************** 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
Customer Answer
Date: 06/20/2024

Complaint: 21737768

I am rejecting this response because: this company has NOT tried to contact me in any way. I am still waiting to see what their resolution to this issue is.

Sincerely,

*****************************
Business Response
Date: 06/22/2024
Transform SR ******* ********** LLC

June 22, 2024

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

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

Dear BBB Customer Relations;

We have received **************** rebuttal and we have spoken to her in regards of the service not been completed.
**************** service was canceled due to issues with the upgrade of our systems, which led to the service order being closed incorrectly and the refund not being generated. We have submitted a request to process a refund of $466.44 which will be credited back to her card ending in 4835 on June2 4, 2024.

**************** should receive the refund within the next few days. We apologize for any inconvenience caused and appreciate your understanding as we continue to improve our processes. With that being said, we have closed our file.

We apologize for any problems or frustrations that Ms. *************** have experienced with *************************** 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
Customer Answer
Date: 06/24/2024

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.

Sincerely,

*****************************
Initial Complaint
Date:05/15/2024
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.
A&E scheduled appointment and confirmed multiple times by email. Tech did not show ALL day and made NO CONTACT. When you call the published number they demand a service order number, which, of course they have not provided. Can never talk to a human being. BBB should rate them lower than lowest possible rating. They have "service" in their name but do not offer any customer service
Customer Answer
Date: 05/20/2024
On May 15, 2024, tech was supposed to arrive between 1-5 pm. Tech did not show or contact me. Number provided was automated system that demanded information I was never given. Could never speak with a person. Even corporate number goes to same automated system. Check was written for service call as requested. Missed entire day of work and have NO WAY TO TALK TO ANYONE AT A&E OR ******
Business Response
Date: 06/24/2024
June 24, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we found that *************** has a third party warranty provider, Choice Home Warranty. The service order is closed as the service was canceled upon arrival at the door. For any questions regarding service or scheduling **************** must call Choice Home Warranty as there is no direct line set up for customers to contact A&E direction or ****** Should **************** still require service, he may open a new call with his warranty provider as we are only an authorized service provider. Again, 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 and what their procedures are.

We apologize to **************** 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:05/14/2024
Type:Product 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.
Our Kenmore Elite washer went out in March. We called ***** for service repair. Our first appt. was on March 27, 2024. A tech from A & E Factory Services came and said we needed a part and had to pay first. Paid with credit card, all done on the techs device and we received no paperwork or info.It showed up on credit card statement as billed by ***** 8096 **************************************We received the part and appt. was on April 10 to install. A different tech came, installed it and said it didn't work. Needed two parts more. Didn't talk cost or any other info.After a week no parts arrived. We found a text from 1st tech & asked what was going on. He checked on it and said parts were not paid for was reason. He ordered parts and only one came the following week. After waiting, we tried calling again, but they only let you make an appt, so we did.A 3rd tech came on April 18 saying he lived in *********, IN. He said because the 2nd part hadn't arrived was the delay.He saw how unhappy we were with their service, said he was the problem solver. He told us we should just buy a new washer and that he had the authority to refund all we had paid by a check in the next 5-6 business days.It is now May 13, 2024 and we have received no check and no refund on the credit card.We just want them to be good on their word and refund us the money.
Business Response
Date: 06/12/2024
Transform SR ******* ********** LLC

June 11, 2024

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

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

Dear BBB Customer Relations;

We wanted to provide you with an update regarding the investigation of Ms. ******* case, our team has diligently looked into the matter, and we appreciate your patience throughout this process. Rest assured, we are working to resolve the issue as quickly as possible. Please be assured that his satisfaction remains our top priority. We anticipate being able to provide you with a more detailed update shortly. In the meantime, if you have any questions or concerns, please don't hesitate to reach out to me at *****************************************
At this stage, we require some additional time and information to thoroughly review all the details and ensure a comprehensive resolution.
We apologize for any problems or frustrations that **************** may have experienced with *************************** 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
Customer Answer
Date: 06/12/2024

Complaint: 21704991

I am rejecting this response because: I appreciate the effort made thus far, but if I accept this response, it considers the case closed and I cannot accept that this would close a case that I consider still open.

Sincerely,

*********************
Business Response
Date: 06/20/2024
Transform SR ******* ********** LLC

June 20, 2024

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

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

Dear BBB Customer Relations;

We discovered that our service for Ms. ************** was unsuccessful. However, the service call was closed incorrectly, and a refund was not generated. We understand that this has been a frustrating experience for **************** and we want to assure her that we have processed the refund of $679.62 back to her card ending in 4236 on June 20,2024.
We understand that it may take some time for the refund to appear on **************** account,which could be anywhere from 1-5 business days, depending on her card issuer's policies. If she has not received the refund within that timeframe, she is welcome to contact me at ****************************** and we'll be happy to provide any assistance she needs. As we have provided **************** with the resolution she sought, we consider this matter resolved and have consequently closed our file on the issue.
We sincerely apologize for any inconvenience or frustration **************** may have experienced during this process. At *****, we hold our customers' satisfaction in high regard, and we continuously strive to address and resolve any concerns they may have.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 06/21/2024

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.

Sincerely,

*********************
Initial Complaint
Date:05/07/2024
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 is a nightmare of a situation. I have had two appointments with A&E. They did not show up on the appointment on 5/24. I had to call to find out that my appointment was now moved to 5/8 from 8-5pm. Which means I am now waiting for a SECOND time for a tech to come back out. On or around 5/1, I was able to reschedule for an earlier repair date of 5/7 from 8-5. I have been on the phone for over 1.5 hours trying to find out where this stupid technician is or how this STUPID company schedules their services. It is now 4:40 and no tech. I have called numerous times to the SAME INTERNATIONAL phone number only to be transferred to yet again a different department. I finally got someone on the phone that said there was NO tech assigned to my repair ticket for today??????????????????????????????????????????? What is that about. Not my fault!!!!!!!!!!!!!!!!!!!!!!!! I have a broken washer, and have been dealing with these idiots since 4/10.
Business Response
Date: 06/10/2024
June 10, 2024

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

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

Dear BBB Customer Relations,

The correspondence **************** provided us with did not include enough identifying information to locate a service order or scheduling.We ask that **************** provide the telephone number he used at the time of making an appointment with A&E. If **************** warranty provider scheduled the service appointment, then he will need to contact his warrantor as we are only an 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 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:05/06/2024
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 business came to repair my refrigerator on April 11, 2024. I was told that the part he ordered would be delivered to my house, but it never arrived. I finally was able to get ahold of the repairman and he said the part got lost and he said he would order a new one and expedite it to my house and it would arrive on April 30, 2024, but it has yet to arrive. Our repairman rarely answers his phone and it's been impossible to find a phone number that's not a recording for the company he works for. I did give my credit card information to the repairman in order for him to be able to order the part. This company is doing work for ***** Home Repair, however, ***** doesn't have a phone number that's not a recording either.
Business Response
Date: 05/28/2024
*** 28, 2024

Customer Relations
******* **********************
*************************** #****
***********************

Re: ***************************
      File Number 21667708

Dear BBB Customer Relations:

We have completed our investigation of Ms. ******** complaint regarding the repair she required for her refrigerator.

We would like to clarify that we are not the manufacturer or the obligor of Ms. ******** manufacturers warranty on her refrigerator. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Ms. ******** 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 American Home Shield (AHS).

Upon receiving her complaint,we contacted the local service unit for assistance. Our records indicate that the part needed to complete the refrigerator repair was reordered on *** 13, 2024. Service is currently scheduled for *** 30,2024

We apologize for any problems or frustrations that ****************** may have experienced. We appreciate the opportunity to address this issue.

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:05/02/2024
Type:Product 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.
When my ***** Kenmore refrigerator (4.5 years old), I contacted A&E (or ***** appliance repair or whatever they want to call themselves). On March 19, a service technician was directed to ***************************************** I live at ****************, which I typed in correctly in the online service request. Their system error started an unending series of problems and communication problems at A&E. I've chatted (2x) and spoke (1x) with A&E to correct this problem and to try to get service. Their system STILL occasionally lists my address incorrectly.I question whether the needed part was EVER ordered (in fact, it may have been shipped to the EAST address above).In all 3 times I contacted A&E I was promised follow-up - my issue was SUPPOSEDLY "escalated." It's now been SIX weeks and no end in sight. In my phone call with them on 5/26, I was promised a CALL from their **************** within 72 business hours. It's NOW been 96 business hours.I'm fed up with empty promises and want a REFUND for the missing part. A reputable company would also refund the service charge since I've lost food and moved most of our food to family members across town. We have been living out of 3-foot high DORM REFRIGERATOR for 6 weeks.It is IMPOSSIBLE to speak with anyone at A&E who is well informed and able to provide REAL customer satisfaction. Each contact I've had (2 chats and 1 person) are apparently designed to placate angry customers and make empty promises. In every sense, this looks/functions like a ghost company that is happy to take payments but may OR may not ever provide actual service.In lieu of a refund, I would gladly accept the repair IF I had 100% assurance from someone in charge that the repair would actually be done BY AN ABSOLUTELY CERTAIN DATE.
Business Response
Date: 06/02/2024
Transform SR ******* ********** LLC

June 2, 2024

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

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

Dear BBB Customer Relations;

We wanted to provide you with an update regarding the investigation of ****************** case, our team has diligently looked into the matter, and we appreciate your patience throughout this process. Rest assured, we are working to resolve the issue as quickly as possible. Please be assured that his satisfaction remains our top priority. We anticipate being able to provide you with a more detailed update shortly. In the meantime, if you have any questions or concerns, please don't hesitate to reach out to me at *****************************************
We apologize for any problems or frustrations that **************** may have experienced with *************************** 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
Customer Answer
Date: 06/03/2024

Complaint: 21658875

I am rejecting this response because:
I have been waiting since March for the part for my refrigerator to be shipped to my home so it's functional again. The repair appointment is now scheduled for June 11. As of June 3:
1. Over the last 3 months, I have received NO communication from ******* (or whatever the repair company's name actually is) OR any other entity that the part is on its way to my home. Any other online ordering system that I've dealt with over many years provides updated information on the part #, its shipping status, and when it will be received.
2. I only have a verbal assurance from ***** that the part was actually ordered (and it took 1 hour of searching the Internet to find a viable phone number that was answered by a real person). I'm skeptical about the order because the appointment in March was bungled so badly (none of which was my fault), starting with the initial appointment when the repair person (highly competent) was sent to the wrong home address. Later that day and for months afterwards, I discovered that even after multiple contacts, the ******* system continually had my home address wrong, my phone number wrong, and my email address wrong. In March, did my part get sent to the wrong address and then returned (or was it written off as a lost shipment)? Could this happen again?
Obviously, I will wait till June 11 and hope (again) that the part is sent to my home before the appointment. That's 8 calendar days from now. I'm at genuine risk for having ANOTHER appointment rescheduled 6-8 weeks into the future (i.e., mid-August). In the meantime, I'm legitimately concerned that I've spent ~$400 on a part that *** no longer be available to anyone at any price. If this is case, I'll be chasing ******* to try to get a refund, which will be extremely difficult considering how difficult they've made it to speak with a living person who has the ability to solve problems. I like my ***** Kenmore refrigerator and want it repaired.
Thank you for your assistance,
***********************

Sincerely,

***********************
Business Response
Date: 06/20/2024
Transform SR ******* ********** LLC

June 20, 2024

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

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

Dear BBB Customer Relations;

We discovered that our service for ****************** refrigerator was unsuccessful. However, the service call was closed incorrectly, and a refund was not generated. We understand that this has been a frustrating experience for **************** and we want to assure him that we have processed the refund of $525.51 back to his card ending in 4316 on June 19, 2024.
We understand that it may take some time for the refund to appear on **************** account, which could be anywhere from 1-5 business days, depending on his card issuer's policies. If he has not received the refund within that timeframe, he is welcome to contact his case manager at ****************************** and we'll be happy to provide any assistance he needs. As we have provided **************** with the resolution she sought, we consider this matter resolved and have consequently closed our file on the issue.
We sincerely apologize for any inconvenience or frustration **************** may have experienced during this process. At *****, we hold our customers' satisfaction in high regard, and we continuously strive to address and resolve any concerns they may have.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 06/27/2024

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.
However, I do want to add a few comments in the hopes that ***** makes changes in its operations so that future customers don't have to go thru the same hassle I did.
1. They need to hire better qualified technicians. The first one started the problem by totally misdiagnosing the problem with my refrigerator and ordering a part that I did not need. By the way, I waited many months for the unneeded part, which I never received.
2. Realizing that sometimes hires don't work out (I used to own a restaurant so I know this happens), they need to better supervise employees ESPECIALLY when they are sent to inspect an appliance, which I now know was one of the worst refrigerators that ***** ever sold. My unit worked for 4.5 years and then its compressor, a $1,000 part failed.
3. They need to give customers a way to speak with competent and knowledgeable customer service representatives. Their system now depends exclusively on bots and, if you're lucky, you can fight your way to an offshore person who reads from scripts, has minimal problem-solving abilities, and is obviously trained to read from scripts and make promises that they cannot keep. The ONLY way to speak directly with a semi-competent person is to make a service appointment (EVEN if you don't need one) and then you're still taking your chances. The appointments staff recorded ALL my contact information incorrectly and NEVER corrected some of the errors even after multiple requests on my part to do so.
4. Now that I have my full refund (I really AM grateful for them refunding the costs of the service call too), I can start shopping for a new refrigerator. Because of all the problems with *****, I've been limping along with a mini-refrigerator for 4 months now.
Thank you for your assistance - if it wasn't for the BBB's intervention, I am not sure I would have EVER gotten my refund.

Sincerely,

***********************
Initial Complaint
Date:05/01/2024
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 March 23 2024, A&E Factory Service/Sears Home Services came to our home to make a repair on our Bosch double oven. After the service person inspected and diagnosed the problem, he told us that we needed to order a part and he would return with an additional person to make the repair. We set up a new service date of April 4 to give us time for the part to arrive, the part arrived on April 2. After looking at our calendar we discovered that our taxes were to be done on April 4. I called on April 2, to cancel and reschedule for Friday April 5, which was confirmed by the service operater. On Friday April 5. I remained home all day and they never showed. When we called to asked why they never came to do the repair, we were told that they were there at 11:40 am, when we looked at the porch camera they did show, but on April 4, the day we had changed and confirmed for April 5. We then called again and reschedule the repair for April 9, again remained home all day, again no call, no show, we called and the service operater told us that the service person got tied up at another job(?), no call or text to advise us. We called to schedule another repair date and they told us that they were updating their system and we had to call back to reschedule after April 15. When we called to reschedule another service date the service company changed to an automatic system, we no longer could talk to a human so we set up a new service date of Saturday April 20, again we remained home all day, at approximately at 2 pm to confirm, the automated system told us that we were still scheduled for service, again no call, no show. Now for the fourth time we reschedule a service date of April 23, again no call no show We have paid for the part and the service work to be done back on March 28 but still have an oven the doesn't work.
Business Response
Date: 05/31/2024
Please see the attached response.
Customer Answer
Date: 06/10/2024
Complaint: 21615965

I am rejecting this response because: BBB, A and E never completed the repair, we called another company and the oven was repaired in a week. The repair person from A&E made the wrong call, it was not the circuit board that was bad it was the burner. A&E did show up a month after the repair was completed we had no appointment scheduled for them.

Sincerely,

***************************;
Business Response
Date: 06/15/2024
Unfortunately, we are unable to offer any additional assistance as ****************** disputed the charge through his bank. The issue will now be handled through the bank dispute.
Business Response
Date: 06/15/2024
Unfortunately, we are unable to offer any additional assistance as ****************** disputed the charge through his bank. The issue will now be handled through the bank dispute.
Initial Complaint
Date:04/25/2024
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.
I had an appointment scheduled today, 25 April 2024 to repair my washer undrr my protection agreement. The part the technician ordered was received at my address on 17 April 2024. Why has no one showed up yet? It's 4:08 PM and I was scheduled from 8:00 AM - 5:00 PM. To cover yourself someone has now deleted the repair oit of the system.This is the 3rd no shows for some type of repair in the last 3 months which is unnacceptable. I will place an add in the ********** as well as the BBB.
Business Response
Date: 06/02/2024
June 2, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we found that service was completed on May 2, 2024, for the washer. The technician replaced the lock mechanism and the unit tested to be working to the manufacturers specifications. In the interim, since repair has been completed, we have closed our file.

We apologize to ************** 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: 06/03/2024

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.

Sincerely,

*************************
Initial Complaint
Date:04/24/2024
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.
I made an appointment with ***** to have my ice maker fixed. I explained that my son had ***** rigged it to make ice until someone could come fix it. The technician arrived on May 26, 2023 and the first thing he said was that he could not do anything with it if we had worked on it. I did not know this. Why would I make an appointment for a technician to come out to fix something if I was told that they could not work on it if we had tried to fix it. Why would anyone at ***** schedule an appointment in the first place...either they didn't know this information or this is how ***** makes money? After the technician left, he sent me an email with the service estimate showing as accepted and signed (not by me, he never showed me the estimate or asked me to accept and sign it) and I was charged a labor cost of $118.99 + tax (for no labor) which was greater than the amount quoted on the phone for a diagnostic fee ($99 + tax). I have contacted ***** consistently since then to get my refund. The issue gets escalated to billing and someone from billing emails me that diagnostic fees cannot be refunded. I email them back explaining everything and then they usually ignore me. Once they asked for the service estimate (I called it a receipt) and I sent it and then they ignored me again. I spoke with **** at ***** on April 16, 2024 and he said he escalated the issue to the member advocate team and that I should hear from them within ****************************************************** and they still have not so I called ***** again. I have had to repeat everything every time I call ***** and then representatives don't find information the previous representatives assure me they note on the account and many representatives give misinformation (I find this out when I speak to other representatives) and I have been disconnected too many times to count (I don't yell nor am I abusive) and the billing department continually ignores me. I just want my money back, please.
Business Response
Date: 05/15/2024
Transform SR ******* ********** LLC

May 15, 2024

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

Re: # ******** ********************

Dear BBB Customer Relations;

We have concluded our investigation into ****************** request for a refund of the service diagnostic fee related to his refrigerator.
It's imperative to reiterate our standard procedure: whenever a customer contacts us to schedule a repair without the coverage of a warranty or service contract, they are duly informed upfront about their responsibility for all charges incurred during the technician's visit.
In **************** case, our technician determined that they couldn't proceed with the repair due to previous work done on the refrigerator by another party. Regrettably, ************** did not disclose this information when scheduling the service, which presented potential liabilities in working on equipment previously serviced by others. Therefore, we made the decision not to proceed with the repair.
As a goodwill gesture, we have issued a refund for the service diagnostic fee to **************. A refund in the amount of $126.87 has been processed via check on May 15, 2024. We acknowledge that it may take 2-3 weeks for the check to be received. Should ************** not receive it within that timeframe, he is encouraged to reach out to me directly at ***************************** for assistance.
Having provided ************** with the requested resolution, we consider the matter resolved and have closed our file accordingly.
We sincerely apologize for any inconvenience or frustration ************* has experienced with ****** Customer satisfaction is paramount to us, and we endeavor to address and resolve any concerns promptly and reasonably. Should you have any further inquiries, please don't hesitate to contact me at *****************************.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 05/16/2024

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. Thank you so much for refunding the money. If I don't receive the check by June 17, 2024, I will reopen the case. Thanks again.

Sincerely,

********************
Initial Complaint
Date:04/24/2024
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.
My complaint is with A&E Factory Service, who visited my home (from my request on the Kenmore website) to repair my Kenmore washing machine, on April 08, 2024. The technician ordered a replacement part to be shipped to my home. I was told a 3-4 day lead time. Also, no paperwork or service order number was ever provided. I was required to pay $425.23 up front. To date, no part has arrived and there is no available method to contact A&E Factory Service to obtain a status. I have called the original service tech, ****, on four separate occasions with no reply. The company does not publish a telephone number or a mailing address on their own website. From the huge list of complaints against A&E Factory Service on the internet, I believe that I have been scammed by an illegitimate company.
Business Response
Date: 05/28/2024
Please see the attached response.
Customer Answer
Date: 05/29/2024

Complaint: 21619161

I am rejecting this response because: Zero actions have been done in over 60 days. The original complaint stands: ***** and A&E Factory Services stole $428.00 from me for a repair and a replacement part that was never ordered, never arrived, and there is no way to contact either of these two parties directly. I want a full refund. I want a full refund. I want a full refund.

Sincerely,

****************************
Business Response
Date: 06/03/2024
Please provide the service telephone number as we are having difficulty locating the repair under the telephone number provided
Customer Answer
Date: 06/04/2024

Complaint: 21619161

I am rejecting this response because: this new request for a valid phone number is only a further stall tactic made by this illegitimate business known as A&E Factory Service. I have provided the same telephone number, the same email address, and same home address for US Postal mailing (numerous times before). I have also provided A&E with a hard copy of their own ************* repair estimate order number # ********, and have attached that same copy again today. Now that I have provided A&E with my phone number, my e-mail address, another copy of their ************* estimate report, and my home address where the first service call was performed. I have also provided you with my Log of all dates and actions taken since the original date of April 08, 2024. This Log includes the A&E service repair man's name, ****, and his cell phone number, along with a photo taken of the A&E service van and the Florida license plate number clearly shown. Now that A&E is properly armed with the entirety of the information available; there should be no further delay in the proper identification of my order, my complaint, and my request for a Full refund. To be clear: I want a Full refund of the original $425.28 paid. I will not settle for Less. I want a Full refund of the original $425.28 paid. I want a Full refund of the original $425.28 paid. I want a Full refund of the original $425.28 paid. I want a Full refund of the original $425.28 paid. I want a Full refund of the original $425.28 paid.

Sincerely,

****************************
Business Response
Date: 06/23/2024
We have forwarded ******************** information to our service managers so they may locate the order.
Customer Answer
Date: 06/24/2024

Complaint: 21619161

I am rejecting this response because:

Sincerely,

****************************
Business Response
Date: 06/25/2024
An update has been received and refund was processed by check on June 15, 2024. Please allow 7-14 business days for the check to be received.
Customer Answer
Date: 06/26/2024

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.

Sincerely,

****************************

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A & E Factory Services is BBB Accredited.