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

506 total complaints in the last 3 years.
65 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:02/04/2024
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.
I had my range serviced by ************ ******** First I had an issue getting them to make there appointments and secondly when they finally came February 2 2024 it was a quick fix or maybe call it a band aid. They put in a part that seemed to make it work. Today Sunday Feruary 4 2024 it has stopped working again. I have been told not to clean the oven it causes problems. I tried to clean my oven this morning and it killed the whole thing again. PLEASE I JUST WANT A PROFESSIONAL THAT KNOW HOW TO FIX MY RANGE WITH OUT BAND AIDS. If you are informing ***** to tell customers they can't use cleaning mode then that is something you are selling as a feature that we can't use. PLEASE CALL ME ON THIS MATTER ************ model LRE4213st serial ************
Business Response
Date: 02/13/2024
February 13,2024

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

Re: ***************************
      File Number 21244076

Dear BBB Customer Relations:

We have completed our investigation of Ms. ********* complaint regarding the repairs she requires for his ** branded range.

We would like to clarify that we did not sell of ******************** her range and we are not the manufacturer or the obligor of her manufacturers warranty on his range. We are just the repair provider that ** contracted to provide repairs to her range 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 of her complaint, we contacted the local service unit for assistance. Our record indicate that tech rendered service on January 11, 2024 notating: MAIN PCB DEAD. DOOR LATCH LOCKED AFTER SELF CLEAN MODE. OVEN HEATING UNEVENLY.PARTS ORDERED FOR REPLACEMENT and on February 1, 2024, notating: SAFETY THERM BLOWN. ORDERED PART FROM ******* TO BE PICKED UP AND INSTALLED. The technician is currently scheduled to return on March 4, 2024.

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

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 02/16/2024

Complaint: 21244076

I am rejecting this response because: When technician left my home the range only worked for a couple of hours. i called a & E and they said they would be back in a month (March 4th). this is not acceptable. it was just a band aid. Immediately called ** and they told me that it is the responsibility of thr technican to call ** when they cant seem to repair my range. they told me that it would be replaced but it is the responsibilty of A & E to call them direct.

Sincerely,

***************************
Business Response
Date: 02/20/2024
February 20, 2024

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

Re: ***************************
      File Number 21244076

Dear BBB Customer Relations:

We have completed our investigation of Ms. ********* rebuttal to a response we previously sent.

We would like to clarify that we did not sell of ******************** her range and we are not the manufacturer or the obligor of her manufacturers warranty on his range. We are just the repair provider that ** contracted to provide repairs to her range 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 of her rebuttal,we contacted the local service unit for assistance. Our record indicate that tech rendered service on January 11, 2024 notating the main board was dead, the latch locked after self-clean mode, the oven heating unevenly. The tech ordered the parts and rescheduled the return visit for January 19, 2024. All parts were delivered on January 17, 2024, however the appointment for Jan 19th was rescheduled.  The tech returned on February 1, 2024, and notated that the safety thermal had blown, he ordered the part locally and rescheduled the return visit for March 4, 2024. Should the tech is unable to repair the range, he will document the repair order as such and provide a diagnostic repair report to **.

We appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:02/02/2024
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.
I wish I could give ZERO stars....RUN from this company. Worst I have dealt with in my adulthood. They have NO SHOWED NINE TIMES. We arrange at work and they just dont show up. When I call, they send me to an automated system that jerks me around for as long as i let them. Horrible horrible horrible. ***** Home Services should be ashamed of themselves for using a company that routes calls to ***** who just pass the customer back and forth and back forth. A great company that is circling the drain is so sad. When you call the service numbers, and hold for hours to finally get a human; they just transfer you back into the automation. SHAME SHAME SHAME
Business Response
Date: 02/25/2024
February 25, 2024

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

Re: # ******** *************************
Dear BBB Customer Relations:

We have not completed the investigation of Ms. ******* complaint regarding the problems she encountered when trying to schedule service for her dishwasher.

We currently have her set up for service on February 29th, and we will have a better idea how we will proceed once we have assessed the dishwasher to determine what has failed.
We apologize to **************** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

*********************
Regulatory Complaints Specialist
Transform SR *********
Initial Complaint
Date:01/31/2024
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.
No show on 2 separate occasions... No calls and unacceptable rescheduling.... **** stars... I have a home warranty contract with "Choice Home Warranty". Back in August, my AC went out and I contacted them to file a claim. A&E Factory was assigned to handle the repair on 8/30 (claim # ********). The appointment date was set for 9/8 between 8:00 a.m. and 5:00 p.m. I was not too concerned with this considering that it was the end of summer and Labor Day weekend. The Day of the appointment came... and went with a no call/ no show by the technician. I reached out was notified that the repair had been rescheduled for Monday 9/11... Not a big deal... yet... Monday came, and the time kept passing and no repairman came to the house. I did get several email messages notifying me that the service call was pushed back later and later... Finally, at 4:00 I had to leave for work which meant that my girlfriend had to leave work early to ensure someone would be at the house in case the technician decided to come to the house. Which he didn't... Again, no call, no show... At this point, I had to find another company to perform needed repairs due to medical concerns and supplies that are temperature sensitive. This repair cost me over $250.00!!! There was no conversation at all from A&E regarding their complete incompetence in this matter. Flash forward to this past two weeks. My heating system stopped working and I filed another claim with Choice home warranty (claim #*********). Low and behold, it was picked up by A&E. I gave them the benefit of the doubt thinking that surely what happened was a fluke and just bad luck on my part. The repair was set for Jan. 30 between 8-5 and surprise, surprise... they didn't show again. just more texts delaying the service until finally they sent one at about 5 pm they rescheduled it for a week later... no call, no explanation, nothing... how are these people still in business??? at least they didn't charge me anything... STAY AWAY FROM A&E!
Business Response
Date: 02/14/2024
February 14, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we show that the service technician was unable to make it to the appointment so the call had to be rescheduled by the warranty provider. Since we are only an authorized service provider, we are unable to reschedule as we do not have access to the warranty providers system. To clarify, this also means that we are unable to select customers to service. Rather, it is the warranty provider that chooses the service company to schedule with. Finally, since 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 ****************** 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:01/26/2024
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.
I have an appliance warranty for a stacked washer/dryer. I bought a 'Service Protection Advantage' 5 year warranty from Assurant in 2022. The service provider has Sears/ A&E Factoy Repair. I'm a pretty patient person, but having a simple appliance repair start in November and it's still not done in late January... that ain't right. Finding a live person to talk to is very complicated. When you find one, they don't follow through on what they say. They've been here 7 times I think and they aren't authorized or don't have parts or forgot to order something or this last time... they pulled up, texted me that he tried to come and no one was home. He said to call him and he'd come right back, but he didn't leave a number. We walked outside and literally watched him pull away and drive off. 2-3 times I organized someone to wait (4 hour window) and then they rescheduled my repair without warning. I'm out of state taking care of my Dad and they are wasting my time with all this? It would be easier for everyone if they just said they weren't coming 9 weeks ago. There isn't anyone that I can even talk to that will address the issue. I somehow ended up at the escalation department, but they were all in a meeting and they'd 'call me back later'. They didn't... and why would you have your entire escalation team in one meeting in the middle of the day? I've been a landlord for a couple decades. Problems happen. Mistakes Happen. Big deal... but this many in a row with no communication or bad communication is ridiculous. I'm kinda shocked at how repeatedly bad this experience has been on every level. I tried the parent company and the did nothing. I'd have repairs done in the past that went fine, but this is one of those really bad stories you hear happened to someone else. I hope you never experience this level of service or this lack of communication. -T
Business Response
Date: 02/26/2024
Please see the attached response.
Initial Complaint
Date:01/26/2024
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.
Paid $409.20 for a 5 year protection plan service has not fixed the problem.(ice maker not working). Did not get a service tech when we were told and waited all day for nothing. New part put in told to wait 24 to 48 hrs for ice maker to work, still not working. Difficult to talk to a company rep, everything is automated. Paid the amount of money and feel like we are getting ripped off
Business Response
Date: 02/14/2024
February 14, ****

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

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

Dear BBB Customer Relations:

After researching the service history, we found that service was completed originally on January 24, ****, and there is currently an open service order as he is awaiting parts. Once parts are received, our team will be able to proceed with repair as an authorized service provider for his warrantor. Should ************** have any questions in the interim, he will need to contact his warranty company regarding scheduling and any terms and conditions of his warranty agreement.

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:01/13/2024
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.
I HAVE MADE FIVE APPOINTMENTS WITH THIS COMPANY. The most recent was today, January 13, ****. They have failed to show for three of the ************. I am a disabled veteran and have missed doctor ************ because of this. They were supposed to come yesterday and failed to show then also. If i had not already spent money on the repairs of my oven, to include the parts they charged me for, I would have found another company to complete the repair. I have no remedy with their company. There is no human to speak with and they purposely make it impossible to contact anybody. I do not know how to get my money back from this company since there are no humans to help with a refund. I also will be filing a complaint with the *********************** since I believe they are doing this since I am disabled. Please help forward this to the company since their "email is down," and I cannot send anything to them.
Business Response
Date: 01/25/2024
January 25, 2024

Customer Relations
******* **********************
*********************************************2006
*******, ******** 60611

Re: ***********************
      File Number: 21142292

Dear BBB Customer Relations:

We have completed the investigation of *************** complaint regarding the problems he encountered with the wall oven.

We reviewed **************** complaint and our records indicate that the technician completed the oven repair on January 19, 2024.    Per the technician: WAS GETTING INTERMITTENT COOLING FAN ERROR WHEN RUNNING LOWER OVEN. REPLACED LOWER BLOWER. TESTED OK.

Since we have confirmed that the repair is complete and unit working, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:01/11/2024
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.
I had a service request to get my refrigerator repair back in December with American home shield. They sent out ***** to do the repair. Apparently A&E factory repair company contracted with ***** to do the work. The technician came out first appt did the diagnosis and said parts need to be ordered.Since then I had numerous no shows and appt reschedules without notification. I called American home shield and A& E factory repair **************) and both company have no direct contact with the technician. All I was given was a number to a managing team *************) that had rude customer service that hung up on me and told me that there's nothing that could be done. Besides from the inconvenience and lost wages of trying to accomodate no show appointments, I am very frustrated at the lack of transparency of the company. I paid for the warranty service with the company and I expect job to be completed at a timely manner.
Business Response
Date: 01/12/2024
January 12, 2024

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

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

Dear BBB Customer Relations,

We are unable to investigate ************ complaint because the phone number provided does not pull up any repair records and she did not provide any address so that we could search via that method. As clarification,her contract is with her home warranty provider, which she indicates is American Home Shield (AHS). As such, AHS is our client and we are just the service provider that AHS contracted to provide their customer, *******************,with service. If ********** is unhappy with the service provided or with her coverage, she would need to reach out to AHS. We would also note that ***** Home Services and A&E Factory Outlet are both owned by Transformco and the techs sent out are interchangeable to both businesses. If she still requires assistance with a repair scheduled with either ***** Home Services or A&E Factory service, then she is welcome to reach out to the case manager assigned to her complaint, ***************************. Her email is ******************************* Again,******** is only able to assist in ensuring a tech is dispatched to ************ home and we cannot make any decisions regarding the administration of any benefits she has with her home warranty. Once we have heard back from **********,we will open a file for her and assist.

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

Sincerely,
***************************
Manager, Escalated and Media Complaints
************************************************
Initial Complaint
Date:12/28/2023
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.
service technician did not repair machine, he incorrectly diagnosed the issue and damaged my washer and it is now completely unusable. in the process of "repairing" my washer he flooded my laundry room floor and the cabinet under my utility sink because he FORGOT TO RECONNECT THE DRAIN HOSE TO THE OUTLET PIPE. he, of his own admission, did this TWICE! he then panicked, and used clothing and towels from a laundry basket in the laundry room to sop up his mess. he stated, "oh my God! I can't believe I did it again, I forgot to put the drain hose back in the drain pipe!" I discovered hours later that the cabinet under my utility sink was flooded and the wood is warped and stained. all of the items that were in the cabinet soaked up water and are ruined. my daughter's new pajamas and my new white towels are ruined and stained because he threw them in the water to sop up his mess. I also have subfloor damage and baseboard damage. I cannot use my washing machine and have had to file complaints against ** for a replacement. I need the property your technician, ****************, damaged to be replaced.
Business Response
Date: 01/30/2024
January 30, 2024

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

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

Dear BBB Customer Relations,

We have completed the investigation of Ms. ******* complaint regarding her service experience.

After researching the service history, we found a damage claim was opened. For Ms. ******* records, the claim number is L2401165010-0001.Additionally, the claim adjuster *********************** has been in contact with ***************. For any further questions or concerns, **************** may contact ******** directly.

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
TransformCo
Customer Answer
Date: 01/30/2024

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:12/22/2023
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.
Three times we had a scheduled repair and I waited all day losing work only to find out they canceled the appointment and never bothered to call **. They also scheduled an appointment and didn't tell us so nobody wad home when they came because we had no idea of appointment. This has cost me three days of pay and now I have to wait all day again on the 28th, losing another day of work and they can't even give me a time of when they will be here other than sometime between 7am and 4pm.
Business Response
Date: 01/15/2024
Please see the attached response.
Initial Complaint
Date:12/13/2023
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.
03/11/2023-Service ************ Order No.********, ******** ************ Home Services and was directed to third party repair co.-A & E Factory services.Freezer died in ******* Refrigerator-bottom freezer-Service Unit No:0008220 Requested repair with a $466.06 repair deposit.( plus later check as stated below of $210.65) Total:$676.71 A total of seven service calls were made as extra repairs were needed over the course of 2-3 months with the Field Tech admitting to causing a problem. Both the freezer and refrigerator failed at different times to function through this whole process.Another check was written for$210.65. in order for parts and services to continue to addressing the new problems.At the last service appointment Tech said"Don't call me back, I can't fix it" .A new refrigerator was bought for approx $2000 within the next few weeks.There is a 90 Warranty on parts and services advertised.that was declined due to the two techs that came out never stated that the unit was not working or that a refund was ************ were informed of the total fridge not working. Several calls and e-mails were sent requesting a refund-all were declined.We are asking for a refund of parts and labor that were ineffective. Subtract $100 for initial service call= Requesting $576.71 refund.Field Tech Id's ******* and ******* Thank-you for your time and attention in this matter.***** and *******************
Business Response
Date: 01/10/2024
Transform SR ******* ********** LLC

January 10, 2024

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

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

Dear BBB Customer Relations;

We have not completed the investigation of ****************** complaint regarding the refrigerator and his dissatisfaction with the charges in the repairs of his refrigerator. We ask for additional time.
First, we would like to apologize for any inconveniences or frustration **************** may have experienced in this matter. The satisfaction of our members and customers is our top priority.We value **************** as a loyal customer and we regret the delay in resolving this issue. As of today we are still working on her complaint, we ask to have this matter close, we will reach out to her with our resolution since we need a little more time to resolve this matter.
Again, 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. If you have any further questions, you may contact me directly via email at **********************************************;.

****************************************************
Regulatory **************************************************
Customer Answer
Date: 01/12/2024

Complaint: 20984304

I am rejecting this response because:
I reject this response as ***** has offered no resolution to this problem.

Sincerely,

***********************
Business Response
Date: 01/17/2024
Transform SR ******* ********** LLC

January 17, ****

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

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

Dear BBB Customer Relations;

We have not completed the investigation of ****************** complaint regarding the refrigerator and his dissatisfaction with the charges in the repairs of his refrigerator. We ask for additional time.
Upon receiving ****************** complaint, we reviewed the notes in our service regarding her refrigerator repair. Since it appears that the repairs were not successful, we submitted a refund request for $576.71 via check. The refund was processed on January 16, ****, we would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance at ****************************** With that said, since we did provide *************** with her requested resolution, we have closed our file.

Again, 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. If you have any further questions, you may contact me directly via email at **********************************************;.

****************************************************
Regulatory ************************************** Corporation
Customer Answer
Date: 01/19/2024

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. I am expecting a refund check in the next 2-3 weeks from ****** Thank you.

Sincerely,

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

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