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

  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

  PO Box 00 Piedmont, SC 29673

• 

  A & E Factory Service

  P. O. Box. 740094 Louisville, KY 40201

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:12/11/2023

  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.

  Saturday I waited all day for a repair man to come out and no one never showed....I called a&e number and never got an answer. I paid $644.40 for them to allegedly get parts to repair my washer Saturday the 9, at 1pm or noon. No one showed no one answer the phone all day I called ************** and still no way to talk to a human. And today still no answer

  Business Response

  Date: 01/09/2024

  Please see the attached response.

• Initial Complaint

  Date:12/01/2023

  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.

  I purchased a Kitchen Aid refrigerator from ********** in 2019 along with Product Protection Plan administered by Asurion. On 10/13 I contacted Asurion because the ice maker, water dispenser & external temperature control panel were not working. Asurion scheduled a service appointment with A&E for 10/24. The A&E technician ************ parts were needed & scheduled the next service appointment for 11/7. On 11/7 a SECOND technician came to install the 2 parts & determined the parts would not resolve the problem. A 3rd part was ordered & the next service appointment was scheduled for 11/13. On 11/13 a THIRD technician came to install the 3rd part. This technician determined the part would not resolve the problem. He said 6 parts were needed & told me to contact Asurion to order the parts. I told him he had to do it based on my experience with the 1st 2 technicians. He then called the wrong insurance company and when he realized his mistake said he had to go to his next appointment and rescheduled my next appointment for 11/21. On 11/21 the 3rd technician came to my home again, called the correct insurance company to request approval to order the 6 parts. Asurion Technical Support would not approve the order & required a video chat to assess the problem. Based on the video chat, 3 parts were ordered and the appointment was rescheduled for 11/28. The 3rd technician came again to install the parts and in the process dismantled part of my refrigerator. He told me he needed another tech to assist him with the repair & would be back 11/29 & then taped cardboard to my refrigerator to cover the area where he removed exterior drawers. He came back 11/29 with a helper but said he needed another part to complete the job & rescheduled the appointment for 11/30. On 11/30, the 2nd technician returned to complete the repair, but refused once he saw what the 3rd technician did. I asked to speak with an *********** manager & was told no. My next apt. is 12/15 which was sent via text.

  Business Response

  Date: 12/20/2023

  December 20, 2023
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, ** 60611
  
  Reference Number: 20946786
  Re: *****************************
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of Ms. ****** complaint and her dissatisfaction that the refrigerator was not repaired in a timely manner.
  
  First, we would like to apologize for any inconveniences or frustration Ms. ****** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We do not take these matters lightly and we sincerely regret any difficulty she may have experienced as a result of this issue.  ************** stated that she purchased the refrigerator from ********** along with the Product Protection Plan. We would like to clarify that A&E Factory Service is just the repair provider that was contracted by ********** to fulfill their warranty obligation. Any decisions about the terms and conditions of her warranty coverage, including her dissatisfaction with the availability of parts from that manufacturer, or the repair being provided or refunds, would need to be directed to the obligor of her warranty which is **********. With this said, we ask to have this matter closed.
  
  Again,we apologize for any problems or frustrations that Ms. ****** 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. 
  
  
  
  
  Sincerely,
  
  ***********************
  Regulatory Complaints Specialist
  Email: *******************************************************************

  Customer Answer

  Date: 12/26/2023

   
  Complaint: 20946786
  
  I am rejecting this response because as detailed in the original complaint, it is A&E Factory Service employees who failed to make the repair and in the process damaged my refrigerator. I have obtained an estimate from an authorized ******************* Service Provider to fix the ice maker and repair the damage caused by your technician. As detailed in the attachment, your own employees questioned the competency of each other and did not have the training nor qualifications to fix my ice maker. Now that I have found a qualified service provider, I want A&E Factory Service to pay to the cost for the repair ($2,183.22) as well as the service fee ($149) I paid to obtain this estimate. While the cost to make the repair is high, the cost to replace my refrigerator with a comparable model is more than double this estimate. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/29/2023

  December 29, 2023
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, ** 60611
  
  Reference Number: 20946786
  Re: *****************************
  
  
  Dear BBB Customer Relations,
  
  We received Ms. ****** rebuttal to our response regard A&E repair issue.
  
  As we have stated in our initial response ************** needs to contact ********** regarding the service provided by A&E.  Again, to clarify that A&E Factory Service is just the repair provider that was contracted by ********** to fulfill their warranty obligation.  Any decisions about the terms and conditions of her warranty coverage, including requests for compensation or replacements, dissatisfaction with the availability of parts from that manufacturer, or the refund or waiving of any charges for the repair being provided, would need to be directed to the obligor of her warranty. We again closed this file.
  
  Again,we apologize for any problems or frustrations that Ms. ****** 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. 
  
  
  
  
  Sincerely,
  
  ***********************
  Regulatory Complaints Specialist
  Email: *******************************************************************

• Initial Complaint

  Date:11/29/2023

  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.

  I had the repair scheduled for Nov 22, 2023, with the visit planned between 1-5 pm. The technician called me around 10 am and expressed the desire to come immediately. Unfortunately, I couldn't be home before 1 pm, so I arranged for my husband to accommodate him. Upon returning home around 1 pm, I turned the oven on to test it, only to discover that it started making a very loud noise. Despite multiple attempts to reach the technician, he did not answer.In frustration, I called A&E Factory, and they assured me that they would escalate my case and send somebody back. A second call an hour later yielded the same promise.Nobody call me for several days . I called A&E, they said they couldn't help because the claim was closed. bottom line is that my appliance is not fixed, they don't stand behind there work. They said that my insurance company needs to open new claim . How the case can be closed if the work is not done

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  Customer Relations
  ******* **********************
  ******************************************* #****
  *******, ******** 60611
  
  Re:  *************************
        File Number 20932968
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******* complaint regarding the repairs she required for her ******* range.    
  
  We would like to clarify that we did not sell **************** her range her range nor are we the manufacturer or the obligor of the manufacturers warranty on her range.  We are just the
   repair provider that Choice Home Warranty (CHW) contracted to provide repairs to her dishwasher 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 Choice Home Warranty (CHW).
  
  Upon reviewing Ms. ******* complaint we contacted the local service unit for assistance. Our record indicate that the technician is currently scheduled to service the range on December 20,2023. 
  
  We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Service.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.   We appreciate the opportunity to address this matter.
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  *******************************************
  

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20932968
  
  I am rejecting this response because:

  You are correct that the repair was scheduled through home warranty, but it doesn't change the quality of the service you provide, right? Today, the technician who initially came to investigate returned and clarified that the technician who conducted the repair had replaced the wrong fan, causing the ongoing problem. Although new parts were ordered today, I am now facing an additional month of waiting, resulting in three months without an oven.

   

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/08/2024

  January 8,2024
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******,******** 60611
  
  Re:  *************************
        File Number 20932968
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******* rebuttal to a response we previously sent.       
  
  We would like to clarify that we did not sell **************** her ******* range nor are we the manufacturer or the obligor of the manufacturers warranty on her range.  We are just the repair provider that Choice Home Warranty (CHW) 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 her warranty which in this case is Choice Home Warranty (CHW).
  We would like to apologize to **************** for failing her expectations.  This is not ***** normal way of doing business, and we are truly sorry for any inconvenience we may have caused her. We would like to assure her that her concerns have been taken very seriously, and an investigation will take place to ensure we improve from this member experience.  ***** welcomes this type of feedback from our members as it allows us an opportunity to improve performance, a policy, or a process.
  Upon reviewing Ms. ******* rebuttal we contacted the local service unit for assistance. Our record indicate that the technician ordered parts were delivered and is currently scheduled to service the range on January 17, 2024.
  
   We appreciate the opportunity to address this matter.
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  *******************************************
  
  

• Initial Complaint

  Date:11/27/2023

  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.

  Our Kitchenaid Superba oven developed irregular performance and is now useless. American Home Shield sent a ******* A&E Factory Services repairman to our home October, 20 and he could NOT fix our oven. He said it needed a new circuit board but they are no longer available.No one at ******* A&E is doing their job to get a replacement authorized. I've called American Home Shield week after week, for over FIVE WEEKS. They always say they are escalating my complaint and tell me they have to wait for ******* A&E to confirm they can't fix it.Ive called the ************** A&E number week after week and since the ***** repairman canceled the job number after not finding any circuit boards available five weeks ago, A&E will not complete any of my calls. AHS has been telling me the same story about an oven replacement or cash offer being authorized but nothing is ever done by A&E to complete the process.Tell me how to get in contact with the repairman who came out over FIVE WEEKS AGO and canceled the work order without bothering to tell American Home Shield he couldn't get the part. Or tell me when AHS will get what they need from A&E to complete the job.

  Business Response

  Date: 12/18/2023

  December 18, 2023
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re:  ******** *****************************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that information was sent to AHS by the end of November. The part was not available.If ******************** still requires assistance, he will need to open a new call through his warranty 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 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: 12/19/2023

   
  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.

  Actually the response was the same nonsense I kept getting from numerous calls to A&E before complaining to BBB. I did finally get to the one person in the ***** call center who actually had authority to resend the information to American Home Shield so they could start working on replacing the oven.

  Who uses the word "obtrude", which was in the response letter, and doesn't realize he or she switched pronouns from "he" to "she" at one point when referring to me.

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/13/2023

  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.

  A&E Factory Services sent out a service technician three weeks ago about our oven which is under warranty through Lowes. This is the second service call regarding the same issue with our oven. They ordered the part. The part was delivered two week ago. The service technician was due at our house for repair Friday, November 3, 2023. We received a text stating he was sick and the repair was rescheduled for Monday, November 6, 2023. During the day of November 6th we received frequent texts giving updated status as to the repair. We were told the technician would arrive throughout the day. The last communication was at 5 pm stating he would NOT arrive and our new date of service was Friday, November 10, 2023 between 9 am and 11:30 am. We had to rearrange our schedule to accommodate the new service date for repair. We waited the entire day on Friday, November 10, 2023 for repair. We called the toll free number and spoke to three representatives as the time kept changing. The last person we spoke to at 4:30 pm claimed they called and spoke to the technician. They advised the technician was at a repair for a refrigerator and would be at our house next despite it being almost 5pm. That never occurred. Instead a new text was sent saying our repair would not happen on Monday, November 13, 2023 between 9 and 11:00 am. I work from home and this has caused a major inconvenience as I am often on the phone with a client. The time has changed three times already today as well as the repair person's name who is supposedly coming. I NEED my oven FIXED for obvious reasons along with Thanksgiving approaching, This has been the WORST customer service I have ever received from ANY company. The communication is lacking and they expect customers to rearrange their lives to wait for their arrival. The dates and times keep being rescheduled. Something needs to be done to rectify the way they do business. Current time is 12:03 and still no technician.

  Business Response

  Date: 12/12/2023

  December 12, 2023
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re:  ******** *********************************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we confirmed that a technician replaced the relay board on November 13, 2023, for the range.Unfortunately, the appliance still showed an error after preheating. It is now up to ********************** warranty company to make a decision on sending another repair company or determining if the unit qualifies for a replacement.Currently we do not have an open service order for ********************. Since we are only an authorized service provider for her warrantor, we are unable to obtrude upon her warrantors actions. We recommend that she contact them directly regarding the terms and conditions of her 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:11/10/2023

  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.

  This is not a reputable company. We are unable to contact them and talk to a real person. We cannot get our refrigerator repaired.

  Business Response

  Date: 11/30/2023

  November 30,2023  
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******,******** 60611
  
  Re:  *****************************
        File Number 20853963
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******** complaint regarding the repairs he required for his ** refrigerator.     
  
  We would like to clarify that we did not sell ****************** his refrigerator nor are we the manufacturer or the obligor of the manufacturers warranty on his refrigerator. We are just
  the repair provider that Choice Home Warranty (CHW) contracted to provide repairs to his 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 Choice Home Warranty (CHW).
  
  Upon receiving his complaint, we contacted the local service unit for assistance.  Our records indicate that the technician was at the home on November 8, 2023 and diagnosed:  COMPRESSOR NOT FUNCTIONING. CHOICE AUTHORIZED PARTIAL REPAIR.  The technician ordered the drier assy and rescheduled the return visit for November 28, 2023.   The technician returned on November 28, 2023 and coded the order CUSTOMER NOT HOME .  The appointment is currently scheduled for December 6, 2023.  
  
  We apologize for any problems or frustrations that ****************** may have experienced. We appreciate the opportunity to address this matter. 
  
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:11/10/2023

  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.

  ***** home services sends a&e to work on range ******* ******** orderded wrong parts 0n 9/27/23 got wrong parts. reschuled for nov 9 tect #******* sent wrong parts back and order legs and control panel rescheduled for nov 10 no show got parts in mail contacted by voice paid ****** and additional fee of ***** reschedule for 10-16,then 11/3,then11/9 no show on all these appt got email on all these dates no one show up had to take 3 days off waiting for tech cant talk with anyone on there automative service been waiting for 6 weeks for this repair dont know what to dotalked to 3 different people after i give them a good rating when i give them a bad rating they hung up i am not very happy with this and want by range fixed or my money back looks like fraund scaming people thanks for your time *****

  Business Response

  Date: 11/29/2023

  November 29, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** ***********************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******* complaint regarding his dissatisfaction that his range failed sooner than expected.
  
  We apologize that Mr. ******* range failed to meet his expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.

  After reviewing Mr. ******* complaint and our records, we contacted customer service and were informed that on November 20, 2023 a service repair was completed. Our records show that the once the service technician replaced the relay control board, the range was found to be in working order. Based off the aforementioned,we have closed our files.

  We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Ema C.           
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience

  
  

• Initial Complaint

  Date:11/08/2023

  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.

  I purchased a warranty from ***** on a GE appliance. On Sept 11 the A&E repairman diagnosed an issue and because they don't have parts had to order them to ship to me and rescheduled 2 weeks out to come back. The fridge was unusable. On the date of scheduled repair to install parts Noone showed up, called, no email or contact as to why. Assumed tech got tied up and would come next day, Didn't happen. Called 800 no and they could only reschedule for w more weeks.out, no emergency list or reason for no show. 2nd appointment again a no show. I called 800 no around 2pm and was told I was next appoint for tech. At 530 pm I called again and was told same thing. At 7pm I called and was again told tech would be there within 2 hrs. When I questioned tech working til 9pm they said oh no, as they wew not in US had no idea what time it was. Again they could only reschedule another 2 week wait. Eventually we were able to reach a diff **** who agrees we could have 3rd party install parts. 3rd party out within 2 days, installed parts and it did not fix problem. Had to call to have tech scheduled to rediagnoise problem and advised had to be ********* tech. They also suggested a non tech service to clean fridge be scheduled. That party arrived but only advised he can not address repair and had no answers for us. Yesterday the tech was scheduled to come out to rediagnoise. Instead he called to say he lived 1.5 hrs away and couldn't make it. He had ro go to PT at 330. He advised he would call me this morning by 1pam and reschedule for today or tomorrow. No call. At **** I called the number he had called from to be sent to voice mail. I have had no fridge in house since 9/11. Only excuses and 800 numbers. I am frustrated and going into holiday may have to go buy a fridge. If I am forced to do so I will file a small claims action

  Business Response

  Date: 12/07/2023

  December 7, 2023
  
  
  BBB Customer Relations
  **********************
  *********************************************** #****
  *******, **  60611
  
  Re: ******** ***********************
  
  Dear BBB Customer Relations,
  
  We have completed the investigation of **************** complaint regarding refrigerator repair experience.
  
  After researching the service history, we found that service was completed on November 9, 2023, for the refrigerator. It is unfortunate that we failed **************** repair scheduling expectations and we can understand her frustration with the series of events noted in her complaint. We can assure that her concerns have been forwarded to management for review so that future problems of this nature can be averted. In the interim, we have noted Ms.******* concerns and have closed our file since the repair has been completed.
  
  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:11/04/2023

  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.

  $139 Diagnostic and $769.00 replacement part Oven/Range/Cooktop warranty: "All, including range hoods, except specific items not material in my case. NATURE OF DISPUTE: Used the stove's oven broiler feature, stove top as usual and entire stove shut down for about 24-hours. A & E Factory Services determined that the heat from the broiler overheated the panel and recommended replacement of the transformer and control board. During the required 3-way conversation with the warranty company, the technician repeatedly stated that I operated the over broiler at a temperature that was "not normal". This is not true, since the broiler is a an option on the stove. The claim was denied since the technician reported that the temperature "was not normal". The technician reported that he has been in the business for 30-years, yet he repeated that the temperature used was "not normal", even though it is an clearly marked option on the stove!We had to decline ************************************* cost to replace a part for $769 because the warranty complany refused to cover the cost, based on the technician's use of the phrase "not normal", which is not true, since the baking temperature is an option on the stove. THE EXISTING range is not trusted as safe and a new one is required. I wish for the technician to correct his diagnostic report to reflect the truth: "the stove's transformer/computer board shuts down when the oven is used at the broiler level".

  Business Response

  Date: 12/01/2023

  December 1, 2023
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re:  ******** *****************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found a completed service call on November 4, 2023, for the oven. The technician specifically noted the diagnosis as the oven control board overheated, shutting down power to the unit and it comes back on after board control cools down; needs pcb board. If ****************** is dissatisfied with the service technicians findings,he may open a new call, as the technician diagnosed the unit as 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. Mr. ******** warranty company should not take the verbal words of a technician without requiring some kind of proof that the technician would know how it came to be overheated. Again, we can only recommend that ****************** take this up with his warranty company.   
  
  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: 12/01/2023

   
  Complaint: 20826142
  
  I am rejecting this response because: during a recorded 3-way telephone call with the warranty company, the technician stated that the temperature was "not normal", which is incorrect, since the broiler is a an option on the stove and the technician did not operate the oven. The company's response is not what was stated on the recorded conversation with the warranty company. The claim was denied since the technician reported that the temperature "was not normal", without turning the oven on at the broiler setting to determine the source of the problem. 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 12/18/2023

  December 18, 2023
  
  BBB Customer Relations
  **********************
  *********************************************** #****
  *******, **  60611
  
  Re: ******** ******************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******** rebuttal to the previous response that was provided.
  
  We have reviewed Mr. ******** rebuttal, and we do not find that he has brought any new information to his complaint. While we understand he remains dissatisfied, we are unable to assist without an open service order. Ultimately, it is Mr. ******** warranty provider that has the capability to schedule a new service call for a diagnosis and/or a decision on replacements. Again, we are only an authorized service provider for his warrantor and we are unable to obtrude upon his warrantors actions. In Mr. ******** case we do apologize, 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:11/02/2023

  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.

  Service appointment for a clothing washing machine was scheduled through A&E Services. There was a no show, no call at the appointment time. The appointment had been delayed and no notification was given. When the technician finally arrived, he did a visual inspection and pressed only the power button. When he gave his assessment and parts quote, I asked how he could know that based on what he had done. His response was "I just know". It was asked of the technician to open the locked washer door, and his response was that he would perform the action after he was paid. Upon payment, the technician promptly left without providing the verbally agreed upon service. No receipt or invoice was ever received, and there has been no way to speak to A&E customer service. Ultimately I was left without any form of service, and out $100 for 7 hours of my time wasted. I am disgusted with every step of the business interaction.

  Business Response

  Date: 11/15/2023

  November 15, 2023
  
  BBB Customer Relations
  ******************************************* #****
  *******, **  60611
  
  Re:  #******** *****************************
  
  Dear BBB Customer Relations,
  
  We have are unable to investigate ******************** complaint because the phone number provided does not pull up any repair records and no address was provided to look up under that as an alternative. All of our service records are accessed by the phone number used when setting up the service call, and we need to be able to review his record before any decisions could be make regarding any reimbursement. ****************** is welcome to send me via email the telephone number associated with his records; my email address is ***************************************************** we have received, I can assign him to a case manager to assist with his complaint. In the interim, since we are unable to proceed since the complaint does not include this necessary information, we have closed our file pending his response.
  
  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
  ************************************************

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20816429
  
  I am rejecting this response because:

  
  The representative did not provide any resolution attempt to the complaint, or attempt to do any internal searches for transactions utilizing my name within the company.
  

  The representative is attempting to pursue communications lanes external to BBB's messaging services.

  The representative's email has @transformco.com as the server host, and the contact information has no apparent link to A&E Services, the company against which the complaint was made.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/05/2023

   
  
  
  
  
  
  December 5, 2023
  
  
  
  Better Business Bureau
  Customer Relations
  ******************************************* #****
  *******, **  60611
  
  Reference File # ******** - *****************************
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ******************** rebuttal to the response we provided regarding his dissatisfaction with the service and the charges he incurred for the in-home service visit for his washer.
  
  We have ******************** rebuttal, and we also received the email he sent on November 15, 2023 in which he provided the address associated with the service visit; listed under *****************************. We reviewed the service order and found that the A&E technician provided an estimate for the washer repair, but it was declined.  Therefore, the technician charged the minimum $99 for the trip and diagnostics. ****************** mentioned his dissatisfaction that the technician provided a diagnosis by only pressing a button and visually inspecting the washer.  We would like to note that our technicians have years of experience and may be able to identify the problem with an appliance given the symptoms provided by the user, and the codes that an appliance may display.  *********** order was noted that the washer was locked.  Unfortunately, it can only be opened electronically and the washer required a new main board and display assembly.  The technician would not be able to open the washer without damaging the lid, unless the electronic boards were replaced. Since ****************** declined the estimate, for liability purposes, the technician will not attempt any further repairs.
  
  As a good-will gesture, we refunded ****************** the $99 diagnostic fee which he should receive within 5 business days.  With that being said, since we have addressed the issue brought forth in ******************** complaint, we have closed our file.
  
  We apologize for any problems or frustrations that ****************** may have experienced with Sears.  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 at **************.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist