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

507 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:10/27/2023
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.
My water heater went out and I have a ***** Master Protection policy so I called them to have my water heater replaced. On October 26 I had an appointment with them and I waited all day until I finally called to see when they would be coming. I was informed the technician was on his way and would come to the back door as I requested. Later I received a notification that my issue had been resolved and that I had refused the technicians help which is not true. They now tell me I have to wait until November 8th for someone to come and replace my water heater
Business Response
Date: 11/26/2023

November 26, 2023

Better Business Bureau
Customer Relations
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

We have completed the investigation of ************ complaint regarding the problem she encountered when she requested service for the water heater through her protection agreement.

Firstly, we apologize for any inconvenience or frustration that ************ may have experienced when the tech did not show for the scheduled appointment. We reached out to the service manager to assist with her concern. We received confirmation that the technician returned on November 13, 2023 and reported that the ************ nephew had cleaned up dirt around the water heater; and the unit is working. 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
Initial Complaint
Date:10/26/2023
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 the inquiry I sent them:The tech who serviced my fridge over the course of June and early July assured me that Id be seeing a refund from A&E but that it would take up to a few months. I still have not seen it. The reason is that the problem was never resolved due to A&E not figuring it out. I was charged for 3 different boards and the board was never the problem. The tech I had to hire from another company to fix the fridge stated that the freezer door was misaligned due to the way the prior tech had adjusted the mechanism that allows the unit to roll when he pulled it out. Because of that problem (caused by your tech!), I had a gradual buildup of ice which eventually stopped my fan from running. When your tech was here during one of his visits, he saw and commented on ice built up on the back of the freezer OUTSIDE of the back of the unit and said it was weird and he had no idea what caused it, but he just pushed it back into place and ordered yet another board. After my last visit from him, my entire unit was completely not functioning. The original call was due to the lower ice maker not making ice but everything else was FULLY FUNCTIONAL at his first visit.According to the subsequent tech - who diagnosed and fixed the problem in one visit - the seal may have been slightly off originally, which your tech should have been able to find, but then he proceeded to make the issue immeasurably worse and at an expense to me of over $1k, not to mention a month without a functional freezer/fridge during the summer. I also lost about $2k worth of food due to incompetence.Ive waited to see if the refund I was assured would show up eventually actually did, but its been long enough that I dont think it was ever coming in the first place.-Company responded to this with an 800-number where you cant reach a human being so here we are. And conveniently the amount of time the tech told me to wait exceeds the chargeback time limit with credit card!!
Business Response
Date: 11/27/2023
Transform SR ******* ********** LLC

November 27, 2023

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

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

Dear BBB Customer Relations;

We have not completed the investigation of Ms. ******* complaint regarding the refrigerator and his dissatisfaction with the charges in the repairs of her 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 his 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.

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 **************************************************
Initial Complaint
Date:10/24/2023
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.
Have a home warranty with ****** Technician came Oct 9, 2023 and ordered parts. They have not come yet (Oct 24). My refrigerator leaks and water freezes in bottom. Ice maker does not work. I have to chop ice to prevent water leaking on floor. Same thing happened in January, 2023. Parts were ordered and after 3 months they finally found a part after requesting a replacement. Refrigerator worked 6 months and now same problem. I expect a replacement as stated in the warranty contract. You can not talk to a person and I am tired of this. Need a working refrigerator.My contract # Is ********. The order # for parts ordered is ***************. Thanks ** *******************
Business Response
Date: 11/22/2023
BBB Customer Relations
**********************
******************************************* #****
*******, ** 60611

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

Dear BBB Customer Relations:

We do sell the ***** branded ***** Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.

Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of ********** Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that ***** might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.

In this case, **************** has had a *** for some time now and since Transformco is not a part of Cinch we do not have any premium payments or warranty usage access, this complaint will need to be address with Cinch/HomeSure directly. We know Cinch is committed to fairly resolving any issues sent to them but they will enforce the terms of the contract.

If **************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his ***** Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:

If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service department at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.

With that said, we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.

Sincerely,

********************************
Regulatory Complaint Specialist
*********************************************
Customer Answer
Date: 11/27/2023

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.

Sincerely,

** *******************
Initial Complaint
Date:10/20/2023
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.
I requested an estimate to repair a freezer I purchased from ****** the appointment was made for August 10, 2023 On August 10th a technician from A & E Factory Service (*****) came out to assess the issue. He said they represent ***** He said he would order parts and they would be shipped to my home.I never received any parts and called again to have someone come out (No live agent ever answers the call its only VR).On 8/18/23 the same Tech (*****) from A & E came out was annoyed parts weren't delivered. Said he would be back later. He came back and installed a part and said it was all fixed give it time to start freezing.I waited 24 hours, the freezer never froze or worked.I called again to set up a follow-up visit. A new Tech (Avarie) came out on 8/24/23.He said due to the age of the freezer the parts were no longer available and I would receive all the appropriate credits for all the parts that were ordered but never received or no longer available, except for the initial visit for the estimate for repair. I agreed.As a result of the parts no longer available the freezer could not be fixed and I disposed of it.On SEPTEMBER 18, 2023 I received an E-mail saying my parts were shipped and the repair would be scheduled for AUGUST 18, 2023, a DATE A MONTH BEFORE MY PARTS WERE ACTUALLY SHIPPED TO ME AND RECEIVED. I tried to call A & E but their Voice Response system said my service order was closed. I tried calling ***** again no live again to explain what occurred.My credit card was Charged $491.47. I have parts (Un-opened )and delivered a month after they told me they were no longer available for a freezer I disposed of given the parts were no longer available as I was told by their Tech.I went to the A & E locations listed on their truck and website to return the part., They are no longer there. I would like a credit for any parts and labor charged for services that didn't work or weren't completed
Business Response
Date: 11/16/2023
Transform SR ******* ********** LLC

November 16, 2023

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

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

Dear BBB Customer Relations;

We have not completed the investigation of ****************** s complaint regarding the refrigerator and his dissatisfaction with the charges in the repairs of her 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 his complaint, we ask to have this matter close,we will reach out to his 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.

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: 11/17/2023

Complaint: 20759594

I am rejecting this response because:
I logged into the site to see the merchants response and the response just simply said they need more time. It really wasn't a response at all. So please extend the time, or re-contact them till we actually get a meaningful response from them.
Sincerely,

***********************
Business Response
Date: 11/27/2023
Transform SR ******* ********** LLC

November 27, 2023

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

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

Dear BBB Customer Relations;

We have not completed the investigation of ****************** s complaint regarding the refrigerator and his dissatisfaction with the charges in the repairs of her refrigerator.

We have investigated ****************** complaint we reached out to our service unit and we were advised that the service was canceled due to the part been no longer available. ****************** was provided a refund for $351.34,refund has been issued back to his card ending on **** on November 18, 2023. The trip charges are no refundable. He should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to his account depending on their policies governing refunds, and if he has not received it within that timeframe he is welcome to email me for assistance at *****************************************. With that being said, since we did provide ****************** with h quested 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 **************************************************
Customer Answer
Date: 11/27/2023

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.

Sincerely,

***********************
Initial Complaint
Date:10/10/2023
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.
I had them to come out and fix my ice dispenser in the door. My flapper got broken. They had to order the part. The first guy that came out he broke all the clips off except for a couple and he had to order the parts. The second guy came out and he put the part in that was ordered and when he went to put the exterior part back on it would not stay because there is not enough clips to hold it. So, he calls to order a new one and he finds out that they are no longer available. We were waiting on the funnel that the ice comes out. When they went to order the part they were no longer available. So, the funnel was attempted to be replaced but it would not fit. So, he called his supervisor and they said they would make it good and to just duct tape it back in place. So, the bottom and the top of the panel has been duct taped since August. I would like a new refrigerator since they can not order the part.
Business Response
Date: 11/09/2023
Transform SR ******* ********** LLC

November 8, 2023

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

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

Dear BBB Customer Relations;

We have not completed the investigation of **************** complaint regarding the refrigerator and her dissatisfaction that it was not repaired in a timely manner. We ask for additional time.

First, we would like to apologize for any inconveniences or frustration Ms. ***************** 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 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. If you have any further questions, you may contact me directly via email.

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

****************************************************
Regulatory **************************************************
Customer Answer
Date: 11/14/2023
settle
Complaint: 20718610

I am rejecting this response because: they are not addressing the issue. They are saying that my complaint was that the repairs were not done in a timely manner. no, that's not it. The service man broke the panel on the front door of freezer that controls the dispenser . He said he did and called his boss to report it. The part is no longer available to repair.He said they would probably replace my fridge, which I did not want to have to do,because the exterior surface is no longer available, which I happen to like. Now *********************** from ******** (the company the handles claims) calls me to offer $700.00 to settle this claim. This is not acceptable .I want to be made whole. I can't afford a new fridge. The one I have was perfectly fine and now the panel is held on with duck tape in ********************. You have to push the buttons carefully or the ****** keeps dinging. Any assistance
would really be appreciated. Thank you.
*****************************
Business Response
Date: 11/14/2023

Transform SR ******* ********** LLC

November 14, 2023

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

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

.

Dear BBB Customer Relations,

We have completed the investigation of **************** complaint regarding her allegation regarding of the damages on her refrigerator at the time of service.
Regarding **************** portion of her complaint involving her allegations of damages to her refrigerator that occurred while was being repaired, we would note that a damage claim was opened up with ********, our third-party claims administrator. The Claims Examiner assigned to **************** claim is *********************** and she can be reached via phone at ************** and via email at ************************* we are unable to influence the outcome or obtrude on the claims process beyond ensuring that **************** claim is being handled in a timely manner. If she has any questions regarding the disposition of her claim, she would need to direct those to her Claims Examiner. In the meantime, since we have provided the details to the other aspects of Ms. ******************** and the resolutions provided, and her damage claim is being handled through a standardized claims process that we are not a part of, we have closed our file.

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

*************************************************
Regulatory Complaints Specialist
Initial Complaint
Date:10/09/2023
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.
Bought a Frigidaire refrigerator not even 1 year old and needs repair. A&E was scheduled for repair without even calling me. Repair was for 9/20/23 between 8-5, nobody showed up or even called.Now they scheduled another appointment for 10/19/23 again between 8-5. Told Frigidaire I don't want this company in my house. Frigidaire is also doing the runaround. After many long hold wait times a manager ************* informed me she had to transfer this to the escalation back room **** and said she would call me back by 10/6/23 and never heard from her.Now I have been waiting on hold for 30 minutes so far and still no answer. Frigidaire is just as bad.
Business Response
Date: 10/26/2023
October 26, 2023

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

Re: *************************
       File Number 20714669

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding the repair she requires for her Frigidaire refrigerator.

We would like to clarify that we did not sell nor are we the manufacturer or the obligor of **************** manufacturers warranty on her refrigerator. We are just the repair provider that Frigidaire contracted to provide repairs to **************** refrigerator so they could fulfill their warranty obligations.Any questions or requests regarding the warranty coverage, including a 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 Frigidaire.

Upon receiving **************** complaint, we contacted the local service unit for assistance. Our records indicate that the technician coded the service order scheduled for October 19, 2023 as Not Home, documenting -several attempts to contact customer on the phone.

Since **************** has contacted her warranty obligor Frigidaire and advised them that she do not want A&E repair service tech in her home, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 10/27/2023

Complaint: 20714669

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 10/29/2023
If they closed this why did they take it upon themselves to schedule another appointment in a month without ever calling me. They want you to stay home a whole day, between 8-5 for them to never show up or call.
Why have they never addressed the original complaint for September when they never showed up or even had the decency to call. The second time they scheduled an appointment without contacting me, which was supposed to be cancelled by ********** the service person left a phone number and would never answer the phone when I called.

The phone number they provide does not give an option to Talk to anyone, shady company.
Business Response
Date: 10/31/2023
October 31, 2023

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

Re: *************************
       File Number 20714669

Dear BBB Customer Relations:

We have completed the investigation of **************** rebuttal to a response we previous regarding the repair she requires for her Frigidaire refrigerator.

We would like to clarify that we did not sell nor are we the manufacturer or the obligor of **************** manufacturers warranty on her refrigerator. We are just the repair provider that Frigidaire contracted to provide repairs to **************** refrigerator so they could fulfill their warranty obligations.Any questions or requests regarding the warranty coverage, including a 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 Frigidaire.

Upon receiving **************** complaint, we contacted the local service unit for assistance. Our records indicate that the technician coded the service order scheduled for October 19, 2023 as not home made several attempts to contact customer on the phone. The repair order that is scheduled for November 16, 2023 has been canceled. If she needs to reschedule she will need to contact her warranty obligor Frigidaire to create another order.

We appreciate the opportunity to address this matter.

Sincerely,
***************************
Regulatory Complaints Specialist
******************************
Customer Answer
Date: 10/31/2023

Complaint: 20714669

I am rejecting this response because:
They still have not addressed my original appointment for September 20th where we needed to be at home between 8-5 for them to never show up or have the decency to even call.
If they would provide a phone number that you can actually speak with someone I would have called them back. Not once have they ever reached out to try and make this right. They only take it upon themselves to schedule appointments without asking and then send you an email, cowards. Never have a phone number to talk with anyone.
Sincerely,

*************************
Business Response
Date: 11/01/2023
November 1,2023

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

Re: *************************
       File Number 20714669

Dear BBB Customer Relations:

We have completed the investigation of **************** rebuttal to a response we previous regarding the repair she requires for her Frigidaire refrigerator.

We would like to clarify that we did not sell nor are we the manufacturer or the obligor of **************** manufacturers warranty on her refrigerator. We are just the repair provider that Frigidaire contracted to provide repairs to **************** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including a 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 Frigidaire.

Upon receiving her rebuttal we contacted A&E Factory Services leadership and received the following response.

The tech tried to reach her several times via phone with no response. Right in there it states that she does not want our company out there to repair her fridge.Frigidaire can send a different service provider.

The appointment which was rescheduled for Nov. 16, 2023 without her permission has been cancelled.

Since *************** has contacted her warranty obligor Frigidaire and advised them that she do not want A&E Factory Service technician in her home, we have closed our file.

If she needs to reschedule she will need to contact her warranty obligor Frigidaire to create a new service order.

We appreciate the opportunity to address this matter

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 11/01/2023

Complaint: 20714669

I am rejecting this response because: why are they refusing to address the original appointment on September 20 where they never showed up or even called? This is why I made the complaint, which they could not even have the decency to even call, they just never showed up.
On the phone now with ********** who is telling me an appointment with A&E is scheduled for November 8th when not one person contacted me and no email was ever sent.

Sincerely,

*************************
Business Response
Date: 11/20/2023
November 20,2023

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

Re: *************************
       File Number 20714669

Dear BBB Customer Relations:

We have completed the investigation of **************** rebuttal to a response we sent.

We would like to clarify that we did not sell nor are we the manufacturer or the obligor of **************** manufacturers warranty on her refrigerator. We are just the repair provider that Frigidaire contracted to provide repairs to **************** refrigerator so they could fulfill their warranty obligations.Any questions or requests regarding the warranty coverage, including a 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 Frigidaire.

Upon receiving her rebuttal we contacted A&E Factory Services leadership and received the following response.

"The tech was not available to run the September 20, 2023 call which was rescheduled.

No further appointments have been scheduled for **************** per her complaint, she has contacted her warranty obligor ********** and advised them that she do not want A&E Factory Service technician in her home, we have closed our file.

Any questions or requests regarding the warranty coverage, including a 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 Frigidaire.

We appreciate the opportunity to address this matter

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 11/21/2023

Complaint: 20714669

I am rejecting this response because: ************ thinks it is okay to just cancel appointments without even attempting to call the customer after making me take off work because they only provide a time frame of 8-5.
Tech never attempted to call me and there phone number does not allow customers to leave a message and customers cannot even leave a message.
This is not acceptable!!??

Sincerely,

*************************
Business Response
Date: 11/27/2023
November 27,2023

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

Re: *************************
       File Number 20714669

Dear BBB Customer Relations:

We have completed the investigation of **************** rebuttal to a response we previous sent.

We would like to clarify that we did not sell nor are we the manufacturer or the obligor of **************** manufacturers warranty on her refrigerator. We are just the repair provider that Frigidaire contracted to provide repairs to **************** refrigerator so they could fulfill their warranty obligations.Any questions or requests regarding the warranty coverage, including a 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 Frigidaire.

Since *************** stated in her initial complaint that she contacted her warranty obligor Frigidaire and advised them that she do not want A&E Factory Service technician in her home, and per the previous response on November 1, 2023, *************** was advised that the appointment which was rescheduled for Nov. 16, 2023 without her permission had been cancelled.

Should further repair is needed and A&E is allowed to do the repair, she would need to reschedule a new repair appointment with her warranty obligor Frigidaire or Frigidaire can send a different service provider. Accordingly, we have closed this file.

We appreciate the opportunity to address this matter

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 11/29/2023

Complaint: 20714669

I am rejecting this response because:
This company refuses to provide any information regarding my original complaint regarding the company not showing up for their original appointment in September that they scheduled and I needed to be home the entire day 8-5 for and not even calling me to tell me they were not coming.

Terrible customer service!!!

Sincerely,

*************************
Business Response
Date: 11/29/2023
November 29,2023

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

Re: *************************
       File Number 20714669

Dear BBB Customer Relations:

We have completed the investigation of **************** rebuttal to a response we previous sent.

We would like to clarify that we did not sell nor are we the manufacturer or the obligor of **************** manufacturers warranty on her refrigerator. We are just the repair provider that Frigidaire contracted to provide repairs to **************** refrigerator so they could fulfill their warranty obligations.Any questions or requests regarding the warranty coverage, including a 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 Frigidaire.

The unit provided the response that the technician was not able to run the call (the specific were not provided, i.e. accident, family emergency) for September 20, 2023 appointment,therefore the appointment was rescheduled. This was provided in the rebuttal response dated November 20, 2023. We apologize she did not receive a courtesy call advising her that the technician would not make the appointment.

Since *************** stated in her initial complaint that she contacted her warranty obligor ********** and advised them that she do not want A&E Factory Service technician in her home, and per the previous response on November 1, 2023, *************** was advised that the appointment which was rescheduled for Nov. 16, 2023 without her permission had been cancelled.

Accordingly, we have closed this file.

We appreciate the opportunity to address this matter

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 11/30/2023

Complaint: 20714669

I am rejecting this response because:
This company is still not providing any information as to why the original appointment in September was cancelled and I was never contacted after needing to take the day off because they require that I needed to be here between 8-5.. Seems like they are acting like this appointment never happened, is this why they still have never provided any information?
Not the first complaint for this company to not show up or even call to let customers know, just act like it never happened
Terrible service company!!!

Sincerely,

*************************
Initial Complaint
Date:10/06/2023
Type:Sales and Advertising 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.
We had scheduled service, because our freezer was leaking water. The tech came out on Tuesday, October 3, 2023. He said he needed to pull the fridge out, which was fine. Then he reprimanded my husband and I (we are both 78 years old) for not cleaning behind the fridge. We said we aren't able to pull it out anymore. He said that was unacceptable, and that he moves at least 8 a day. He then charged me $50 to clean up dust behind my fridge. After fixing the freezer and leaving, he never cleaned up his mess. I spent hours cleaning my hardwood floors, because of him. I complained to the company that day, but I haven't heard back.
Business Response
Date: 11/01/2023
Transform SR ******* ********** LLC

November 1,2023

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

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

Dear BBB Customer Relations;

We have completed the investigation of ******************,s complaint regarding the charges of the cleaning of her refrigerator.

Since Ms. ******* Was charged for clean and maintain Ms. ******* was not satisfied with the job. As a courtesy, we have issued a refund of $100.00 this was processed on October 30, 2023 back to her credit card ending on 6874. She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at *****************************.With that being said, since we did provide ****************** with her requested resolution, we have closed our file.

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. Please feel free to contact me at ***************************** if you have any further questions.

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

Customer Answer
Date: 11/01/2023

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.

Sincerely,

*************************
Initial Complaint
Date:10/04/2023
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.
Date of repair service: 14 Aug 23. Service order number: ***************. After the tech repaired the dishwasher, I used it. The next day, I went downstairs to my basement. There was water leaking through my ceiling and on my table. My table is damaged and I need to ensure there is no mold from the water leakage.I put in another order ***************. The tech (******) came and looked at the dishwasher and said the seal was inop so he ordered another one. Once I received the part, a tech came out and then said, there is nothing wrong with the part. I explained to ****** what was going on with the water stain and damage. He did not address my concerns. I have yet to hear back from anyone after I reached out. They are horrible.
Business Response
Date: 11/05/2023
Please see the attached response.
Customer Answer
Date: 11/09/2023

Complaint: 20696052

I am rejecting this response because: The response I received from the business is insufficient. The *** never reached out to me. Instead they completed their investigation on the fact that the dishwasher was FINALLY fixed. Please see my response below.

My response back to the company:
Thanks for finally responding to the issue. How do you complete an investigation without speaking with all parties involved?But you are correct. The dishwasher was finally repaired after several attempts but not before my table was damaged by the water from the dishwasher leaking down by the neglect of the first attempt. The least your company could have done was respond to my email. I even asked the last person to come to my house to take a look at the damage and he blew me off instead wanted to talk about my TV being too high over my fireplace. I do intend file a complaint with
********.
Thank you

Sincerely,

***************************
Business Response
Date: 12/08/2023
Unfortunately, we are unable to assist regarding claims of damage. You are welcome to file a claim with ********.
Initial Complaint
Date:10/03/2023
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 originally called in for my warranty back in Aug and already took over a month 3 emails of the same receipt to get an appointment set up with A&E to come out. A&E came out at the very last few hours of their LONG 9hr window frame, the service tech did not fully drain my washer so was fun as a single mom to do myself so it wouldn't stink, messed up my back door to where I couldn't get it to shut much from him pulling hard on his hose from under the door when I attempted to show him how he had already yanked it out. Just wanted my washer fixed so never complained about that but then ordered parts they came in last week prior to my arranged appointment for Fri 9/29/23 again with a 9hr time frame 8am-5pm. Around 5pm we called (account is under my mother's name Virginia but service under my address as we both purchased washer dryers at same time and warranties) and my mother was told we were next. After 6pm I received an email with a new service date of Oct 2nd again with a 9hr time frame 8am-5pm without ANY notice no call nothing. Again yesterday called and was on the phone almost an hour with A&E to escalate the issue and even as of now my service date still shows Oct 2nd, 2023 8-5 no new service date no call back no nothing from anyone within this company. So here I am 6weeks later still with a broken washer with brand new parts just sitting here! I had to demand to speak with managers who were of no help either. Still I'm sitting here with no service and paying over $100/week to get my clothes washed while my $1000+ washer and warranty I paid for seem wasted.
Business Response
Date: 11/05/2023
Please see the attached response.
Initial Complaint
Date:10/02/2023
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.
I bought a refrigerator and an extended warranty from A&E Factory Service. My refrigerator ice and water isn't worker from door. It took me form **** until September to get a repair person out to look at it. He ordered a part and said they could come back October 2. They called today and said they can't come. The rescheduled again for October 30th. I can't call them. They are sending people out through ******************** and we bought the refrigerator for AL ****** I don't think they plan to come out to do a repair. Seems like a scam to get money for a warranty they will not honor.
Business Response
Date: 10/24/2023
October 24,2023

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

Re: ***************************
      File Number 20685073

Dear BBB Customer Relations:

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

We would like to clarify that we did not sell nor are we the obligor of the manufacturers warranty on Ms. ******** ************. We are just the repair provider that Assurant
contracted to provide repairs to Ms.******** ************ 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 Assurant.

We reviewed Ms. ******** complaint we made contact with the local service unit for assistance. Our records indicate that service is currently scheduled for October 30, 2023.

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

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 10/24/2023

Complaint: 20685073

I am rejecting this response because:
I do realize they are a company hired to make repairs for the warranty company.
I have been involved with this company since June of this year. This company sent a ***** Repairman to look at my refrigerator in September. He ordered a part and the company scheduled him to come back out. I was rescheduled again by your company for October 30th. I take off work to be here and they do not call and say nobody is coming until it is time for the repair person to be here. I have had the October 31st appointment since early September. They did nothing to resolve my complaint that wasn't already scheduled before I made my complaint.

Sincerely,

***************************
Business Response
Date: 10/25/2023
October 25,2023

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

Re: ***************************
      File Number 20685073

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 nor are we the obligor of the manufacturers warranty on Ms. ******** ************. We are just the repair provider that Assurant
contracted to provide repairs to Ms.******** ************ 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 Assurant.

Our records indicate that service was initially scheduled for ****************** on July 13, 2023 for a repair appointment dated on August 21,2023 (tech is only in the area on Mondays). Our records indicate that the order was canceled, due to another service provider was used.

A new order was created by the warranty Assurant on July 21, 2023 for an appointment date for August 28, 2023. The technician diagnosed: NOT ABLE TO DISPENSE ANY WATER OR ICE USER INTERFACE WAS ORDERED and rescheduled the return visit for Monday, October 2,2023. ****************** was contacted on Oct.2, and advised the technician was not available for the repair and the appointment was rescheduled for the earliest available date for Monday, October 30, 2023.

We would like to apologize to ****************** for failing her expectations. This is not Transformcos normal way of doing business, and we are truly sorry for any inconvenience
we may have caused him. We would like to assure him his concerns have been taken very seriously,and an investigation will take place to ensure we improve from this member experience. Transformco welcomes this type of feedback from our members as it allows
us an opportunity to improve performance, a policy, or a process.
Again, we apologize to ****************** and appreciate the opportunity to address this.
Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************

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