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

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

  
• 

  A&E Factory Service

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

• 

  A & E Factory Services

  597 E Ordnance Rd Glen Burnie, MD 21060-6555

• 

  A & E Factory Services

  639 Gravois Bluffs Blvd Ste B Fenton, MO 63026-7740

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:10/02/2023

  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.

  My refrigerator was leaking and supposedly fixed in June of this year...in August it did the same thing and I called ***** home services. Because I was with in 180 days they went ahead and scheduled to have refrigerator looked at and fixed again. My September 12th appointment wasrescheduked for September 26th because Tech couldnt make the scheduled appoinment..on the 26th st 3:13 tech called and said he had 1 stop before me. He drive by my house but did not pull into drive or come to the door...after several phone calls to ***** to find out where the tech was. I was told that I signed a document to cancel appointment. Was rescheduled for the 28th after requesting a different tech...it was a repeat of the 26th. I waited all day. To get a text saying I signed a document that service was complete and how did the tech do? He never showed up! Again was re-scheduled for Oct 12th now..Someone from ***** called on the 29th that they would find another provider to fill my service appointment as I hung g up. There was a text cancelling my Oct 12th appointment. Now I have no appoinment and have been on the phone with ***** for 3 hours...being transferred, hing up on, and put on hold and I still cabt get a English speaking person to understand what is going on. I want my refrigerator fixed and not send the same guy....because I'm sure I'll sit here and wait for absolutely nothing again! All I want is my refrigerator fixed!

  Business Response

  Date: 11/02/2023

  Please see the attached response

  Business Response

  Date: 11/07/2023

  Please see attached

• Initial Complaint

  Date:09/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 19, 2023 ***** from A & E Factory ************************** arrived at my home to inspect my ******* refrigerator. He told us what was the issue and suggested the three sets of parts that were needed to fix the refrigerator. ***** told us that we had to pay for the parts and labor up front which totaled $783.17. He told us that the 3 parts would arrive by August 29, 2023 and he would be back at our house on that day to do the repair. We did receive one set of parts, which was the most important part and the cheapest ($37.46), but not the other two parts. On August 29th ***** did not come to our house to do the repair nor did he try to contact us. I found the phone number to call to and ask about my service ticket and was told that I had to wait for the other two parts before the technician can come to the house. I was told that the parts would arrive by Sept. 1st. I called again and was told that it would be Sept. 10th. When I still did not receive the other two parts I decided to cancel the service ticket. On Sept. 11th I spoke to a ***** and asked him to cancel my service ticket and issue a refund. He told me that I would receive a confirmation of the refund in 24 hours and that I would receive my refund within 7 - 14 business days. It is know Sept. 30, and I still have not received my refund.

  Business Response

  Date: 10/20/2023

  Tell us why here...Transform SR ******* ********** LLC
  
  
  October 20, 2023
  
  
  
  Customer Relations
  **********************
  ******************************************* #****
  *******,**  60611
  
  
  Reference File # 20679420 - ***********************
  
  
  Dear BBB Customer Relations;
  
  
  
  We have completed the investigation of Ms. ******* complaint regarding her dissatisfaction with the charges for the repairs on his refrigerator.
  
  First, we would like to apologize to **************** for failing her expectations.  We do not take these matters lightly and we sincerely regret any inconvenience.
  
  Upon receiving **************** complaint, we reached out to the service unit. And we were informed that the delay on repairs was due to a part being in back order. Per **************** request, the service was canceled, however, the service order was closed incorrectly, and did not generate the refund.  We have issued a refund for $783.17, the refund was processed on October 20, 2023, back to her card ending on ****. 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 been said,since we did provide **************** with her requested resolution, we have closed our file.   
  
  Again, we apologize for any problems or frustrations that **************** may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me directly via email at ***************************************** .  
  
  
  ****************************************************
  Regulatory ************************************** Corporation

  Customer Answer

  Date: 10/23/2023

   
  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:09/28/2023

  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 made a claim thru my home warranty about my dishwasher not working. This is now the 3rd time A&E Factory Service has been out. Once again, nothing was fixed, my money was collected, but this time, the technician was not only rude and disrespectful, but he also stated "that this was a waste of his time". This is extremely unprofessional and unacceptable.

  Business Response

  Date: 10/17/2023

  October 17, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** ***************************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ****************** complaint regarding his dissatisfaction that his dishwasher failed sooner than expected.
  
  We would first like to apologize that ****************** dishwasher 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 ***************** complaint and our records, we contacted our service department and were informed that on September 28, 2023 a service repair was completed on ***************** dishwasher. Records show that the technician reprogrammed the main board.Once this service was completed, the technician found that the dishwasher was 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,
  
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience
  

• Initial Complaint

  Date:09/28/2023

  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.

  On the day of your appointment, this company tells you they will be out to fix your appliance between 8 to 5. I have a dishwasher that was installed with a broken part by A & E and it's now been 3 months. They also have canceled appointments on me at the last minute causing me to miss a whole day of work, rescheduling me 4 to 5 weeks out again. You would think since they caused the problem by installing a broken piece there would be urgency on their part to fix it.They don't care.

  Business Response

  Date: 10/16/2023

  October 16, 2023
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******, ******** 60611
  
  Re:  *****************************
        File Number 20667831
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ********** complaint regarding the repairs se required for his Frigidaire dishwasher.    
  
  We would like to clarify that we did not sell ********************** his dishwasher nor are we the manufacturer or the obligor of the manufacturers warranty on his dishwasher.  We are just
   the repair provider that Frigidaire 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 Frigidaire.
  
  Upon receiving Mr. ********** complaint, we contacted the local service unit for assistance. Our record indicate that a technician is currently scheduled to go to his home on October 25, 2023 to service the dishwasher.  
  
  
  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
  *******************************************

• Initial Complaint

  Date:09/27/2023

  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.

  I purchased a range from ***** on NOV 1, ****. I've paid Warranty Agreement for approx 20 years. Called JUNE 7, 2023 for a repair to the Oven. June 14 Tech replaced Temp Sensor. Did not fix the problem. JULY 17, 2023 I was told the part needed was no longer being made and they would attempt to find the part. JULY 21 they scheduled another Tech, and ***** said someone would call me in 72 hours...and the part was no longer available. JULY 27, 2023 after no callback as promised, I called and spoke to ***** who said they were still trying to find the part. Said a manager would email me within 3-4 days to finalize an acceptable model and discuss replacement. She said the authorization for replacement was in the system. AUGUST 5, 2023 after no contact I called and spoke to ********. She said she was elevating the case and I'd be contacted in 3-5 days. AUGUST 10, no callback I called and spoke to ****** who said the case was now with the ******************* and they would contact me. AUGUST 17, 2023 after no call or contact I called and spoke to Phil...on a 3 way call with ************** Said I would have a resolution by AUG 24th...part no longer available. Told me to call back after Aug 24. AUG 28th I call spoke to *******. On hold 24 minutes while he check, processing replacement. Said Not yet approved & scheduled another service call. SEPT 6 Tech came & replaced 3rd Temp Sensor...still didn't fix problem. I gave Tech my NOTES & he confirmed he gave to his MGR. They scheduled another appt for SEPT 26, 2023. I got an email confirmation of Appt...waited 8am to 5pm...no show. Called back today, 9/26/2023 and can speak to no one...but it asks if I wanna schedule another appt...and that my appt for the Range is in the past. Went to A&E online and filled out request for a contact. I got an auto response they would review it...but can't talk to anyone. Says the Tech must pull and ship Board to CCS for a Rebuild. Warranty is paid thru December of ****. I NEED HELP!!!

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, ** 60611
  
  
  Reference Number: 20665482
  Re: ***********************
  
  
  Dear BBB Customer Relations,
  
  We have completed the investigations of Ms. ******** complaint and her dissatisfaction that the range 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 he may have experienced as a result of this issue.  Upon receipt of her complaint, we discovered the range had been approved for a replacement under the repair agreement for $1500.00.She was provided with the authorized amount and with the replacement information.  She chose a replacement model and has been processed. Its expected to be delivered on October 25th.  Since, it was our understanding the replacement range resolved her complaint we ask to have this matter closed.
  
  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. 
  
  
  
  
  Sincerely,
  
  ***********************
  Regulatory Complaints Specialist
  Email: *******************************************************************

  Customer Answer

  Date: 10/11/2023

   
  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:09/26/2023

  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.

  I have been a choice home warranty subscriber for many years, last week my clothes dryer died. I followed the procedure and a tech is assigned and determines that I need the new one as parts cannot be found anymore. The tech is from a&e/Sears. Choice warranty keeps saying they never received the diagnosis, while ***** says they have sent it. It has now been 8 days since the technician came, 12 days since opening a claim. I have no dryer, and no laundromat near me. I work full time, I have kids, I need a dryer! Please work it out.

  Business Response

  Date: 10/09/2023

  October 9,2023
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******,******** 60611
  
  Re:  ***********************************
        File Number 20659629
  
  Dear BBB Customer Relations:
  
  
  We have completed the investigation of Ms. ********** complaint regarding the repair she requires for her *********** dryer. 
  
  We would like to clarify that we did not sell nor are we the manufacturer or the obligor of Ms. ********** manufacturers warranty on her dryer.  We are just the repair provider that Choice Home Warranty (CHW) contracted to provide repairs to Ms. ********** gas dryer 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 Choice Home Warranty (CHW).
  
   Upon receiving Ms. ********** complaint, we contacted the local service unit for assistance. Our records indicate that the technician has submitted the diagnostic report to Choice Home Warranty regarding the part. Accordingly, we have closed our file.   
  
  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: 10/09/2023

   
  Complaint: 20659629
  
  I am rejecting this response because of the subpar work done by this company, which was deemed faulty by my home warranty and another ********************* I am out a clothes dryer. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 10/10/2023

  October 10, 2023
  
  Customer Relations
  ******* **********************
  ******************************************* #****
  *******, ******** 60611
  
  Re:  ***********************************
         File Number 20659629
  
  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 manufacturer or the obligor of Ms. ********** manufacturers warranty on her dryer.  We are just the repair provider that Choice Home Warranty (CHW) contracted to provide repairs to Ms. ********** gas dryer 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 Choice Home Warranty (CHW).
  
   We apologize for the delay in the A&E technician providing the report to the warranty obligor Choice Home Warranty.  However our records indicate that the technician has submitted the diagnostic report to Choice Home Warranty regarding the September 18, 2023 repair and the unavailable part.  Since we have confirmed the diagnostic report has been provided, we have closed our file.   
  
  
  We apologize for any problems or frustrations that ********************** may have experienced with A&E Factory Services.   We appreciate the opportunity to address this matter.  
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  ******************************

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20659629
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/25/2023

  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.

  At the beginning of July, the freezer on my refrigerator/freezer stopped working. We had purchased the extended warranty for my new appliances and scheduled a repair through the place where I purchased the warranty. They must be contracted with A & E Factory Services. The technician came out July 10, ordered parts and returned the next week to fix the problem. It is now September 25 and I still do not have a working refrigerator. Its been 11 weeks since the first visit. He has been scheduled 13 times to come to my house, has showed up 8 times and did not show or call 5 times. The same incompetent technician keeps showing up (when he decides to). One would think after 8 times of coming out, the problem should be fixed, but when the technician does not know what he is doing, that unfortunately is not the case. It first started out that my freezer did not work. After a couple of times of him coming, he managed to break my refrigerator so now I do not have a whole working unit. There has been one time where he did not order the part, delaying my repair, there has also been another time where he broke the part before he installed it. Im tired of this clown show. Three months without a working refrigerator in not acceptable. Not to mention the 13 days that between my husband and I, we have had to rearrange schedules to make sure someone is home because they only give a time frame of their arrival between the hours of 8-5. It is then extremely irritating when they dont show up. I believe we should be reimbursed for the days we have waited at home. It is nearly impossible to talk to a human when I call there, but have figured out how to, only to feel like I am talking in circles with the receptionist, because theyre just as incompetent. I am beyond frustrated and believe I am part of a big scam. I need a resolution to this problem.

  Business Response

  Date: 10/10/2023

  October 10,2023
  
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******,******** 60611
  
  
  Re:  ***************************
        File Number 20652376
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******** complaint regarding the problems she encountered with her GE refrigerator.  
  
  We would like to clarify that we did not sell ****************** her refrigerator nor are we the manufacturer or the obligor of Ms. ******** warranty on her refrigerator.  We are just the repair provider that Assurant contracted to provide repairs to herrefrigerator 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 Assurant.
  
  Upon receiving Ms. ******** complaint, we contacted the local service unit for assistance. We were informed that the technician closed the order on October 10, 2023. Per tech: Replacement already settled.  ****************** will need to direct any requests for monetary compensation to her warranty provider. Accordingly we have closed our file.      
  
  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.   
  
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20652376
  
  I am rejecting this response because:
  
  A&E did not address any of the issues that I stated in my claim. I understand that I did not purchase my refrigerator from them. I also understand that I did not purchase my extended warranty through them. A&E was contracted through Assurant (who I did purchase extended warranty from) to perform a repair on my refrigerator. The service (or lack there of) from A&E is the problem I stated in my first complaint. At the time that I filed the complaint, there were 13 service calls that had been scheduled through A&E. The technician showed up 8 of those times and no show/no call 5 times. Now understand, for each of those 13 scheduled service calls, my husband and I had to rearrange schedules to make sure someone was home because they gave a time window between the hours of 8-5. When the technician did not call or show up 5 of those times, it is extremely frustrating that our time at home was wasted. I believe we should be reimbursed for the days no technician showed up. After googling A&E, it did not take me long to realize that I was not the only one who has had issues with this company. I felt as though I was living each and everyone of those horrible reviews. The technician was very incompetent. After 8 times of trying to diagnose/fix my refrigerator, I still did not have a working unit. My initial problem was a non working freezer. He made sure to s**** ************ up so that my whole unit ended up not working. He broke parts as he was installing them and one time forgot to order the parts. The first service date was 7/10/23. I think 3 months is a ridiculous amount of time for someone to be without a refrigerator. If the technician was competent, he would have had this thing figured out a long time ago. This has been a frustrating 3 months with this group. In their reply, they say they value their customers. A sorry for my frustration is not valuing their customers and I am not satisfied with that. A reasonable resolution would be to be compensated at least for the scheduled days the technician did not show up or call to cancel. Those days cost us. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/17/2023

  October 17,2023
  
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******,******** 60611
  
  
  Re:  ***************************
        File Number 20652376
  
  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 refrigerator nor are we the manufacturer or the obligor of Ms. ******** warranty on her refrigerator.  We are just the repair provider that Assurant contracted to provide repairs to her refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is Assurant.
  We would like to apologize to ****************** for failing her expectations.  This is not Transformco 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.  Transformco welcomes this type of feedback from our members as it allows us an opportunity to improve performance, a policy, or a process.  We are just the service provider any request for reimbursement, will need to be addressed with the warranty obligor Assurant.  Accordingly we have closed our file.      
  
  We appreciate the opportunity to address this matter.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our dishwasher needed repairs under warranty from *** The manufacturer contracted with A&E Factory Service to complete the repair. They provided a window of "All Day" for the service. We were told we would be notified prior to the technician's arrival. He did not call until he was in the driveway, very late in the afternoon. He said after less than five minutes that he needed to order a part. He scheduled another service appointment for us a week later again with the same "All Day" arrival window. We waited all day from 8 to 5 for the technician to arrive. No one came. No one called. No one emailed. There is absolutely no communication about the status of our repair. Their phone system does not allow for reaching anyone to talk to. At this point, we do not even have a way we feel able to reschedule. We also cannot continue to put our lives on hold in the hopes that someone will show up.

  Business Response

  Date: 10/11/2023

  October 11,2023
  
  Customer Relations
  ******* **********************
  ******************************************* #****
  *******,******** 60611
  
  
  Re:  *****************************
        File Number 20644601
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Mr. *********** complaint regarding the repairs he requires for his ** branded dishwasher.
  
  We would like to clarify that we did not sell of ************************ his dishwasher and we are not the manufacturer or the obligor of his manufacturers warranty on his dishwasher.We are just the repair provider that ** contracted to provide repairs to of Mr. *********** 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 his warranty which in this case is **.  We did initially accept the contract from our client ** to repair of Mr. *********** dishwasher.
  
  Upon receiving of his complaint, we contacted the local service unit for assistance.  Our record indicate that ************************ initially called for service on September 12, 2023, tech arrived to the home on September 15, 2023 and ordered the control panel and rescheduled the return visit for September 22, 2023.  The control board was delivered September 21,2023.  The appointment for the 22nd was rescheduled for the 10th of October.  The tech returned to the home on October 7,to install the part and repair the dishwasher, however ************************ was not home and the technician tagged the service order as such and contacted ** support.   
  
  Should ************************ need additional service, he will need to create a new repair order with his warranty obligor ** to have the technician return. Accordingly, we have closed our file.  
  
  
  We apologize for any problems or frustrations that of ************************ may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:09/21/2023

  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.

  ******* ELIT REFRIGERATOR, BOTTOM FRZR / Service Unit # ******* I started having issues w/the freezer of this unit in April 2023 which was purchased in 2018. I had a tech come out from A&E April 2023 to assess the issue. He quoted repairs at $500. We chose to decline the service b/c the unit started to work on its own shortly after. Around July/Aug 2023 the unit starting acting up again with the exact same issue: freezer not optimally cold, things were freezing unevenly and the ice maker wasn't making ice. The tech came out & said this problem was related to the compressor (which is made by *** & said its a recurring issue with this unit resulting in multiple lawsuits.. He said the problem fell under manufacturer warranty and parts were ordered. The tech returned a few weeks later & repaired the unit. The freezer was working fine until Sept 9, 2023 when we noticed the same issues. I called ************ scheduled a tech for 9/15/2023. A different tech (*****) came & confirmed upon his assessment that the top portion of the refrigerator was at an ideal temperature; however, he confirmed that the freezer was not cold enough. After spending over an hour working on the unit he said he consulted with his master tech and they "extracted extra air" or something to that effect from the pipes/compressor and they felt that should do the job. After a few hours of him leaving, I noticed the freezer was warm. I texted him on the # he called me and no response. I called ***** back and they said someone would come next day (9/16). On the morning of 9/16, the entire unit wasn't working AT ALL and the entire contents had spoiled. A&E did NOT show up on 9/16 as scheduled! ***** called to say appt was resched to 9/21. ***** basically came to my house to destroy my unit! I was forced to buy a new refrig. b/c I couldn't wait 5 days. A&E should be held liable for breaking my unit. I kept the 9/21 appt b/c I wanted to get the tech's info. He told me his boss would call me and no one has.

  Business Response

  Date: 10/12/2023

  
  
  Transform SR ******* ********** LLC
  
  
  October 12, 2023
  
  Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re:  # ******** *****************************
  
  Dear BBB Customer Relations,
  
  We have completed the investigation of Ms. ********* complaint regarding the failure of her refrigerator.
  It seems that ******************** was dissatisfied with our appointment availability and scheduling system. We would like to note that while we attempt to provide appointments that are convenient for our consumers and expedite the time frame when we can, it is not always possible. We would like to apologize to ******************** for failing her expectations.
  We apologize that ******************** refrigerator failed to meet her 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, especially after all warrantys has expired and covered repairs are not an option. It is always the customers choice on whether they would like the peace of mind that would come with having an extended warranty; much like deciding whether to have insurance on personal property.  The benefits have to be weighed against the costs, with the understanding that if it is not purchased,the consumer would then have to bear the consequences of that decision.
  Since ******************** is not covered under any warranty or agreement we are unable to honor any of her requested resolutions. A refund for food loss is not possible and a partial refund for the new unit would only be provided if he had some type of coverage that provided that benefit.  If she feels that the technician damaged the unit she needs to contact our insurance company and filed a claim with ******** at **************. For this reasons, we have closed our case.  
  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: 10/12/2023

   
  Complaint: 20638850
  
  I am rejecting this response because:

  The issue that was supposedly corrected in August **************************************************************************************************************************************************** that it was covered under a 10 year manufacture warranty. I did not have to pay for any parts and repair as a result of this. For the company claim that this was not part of warranty is false. In addition, the technician that came to my home in September admitted to damaging the refrigerator and he promised me that his boss would call me back and I never heard back from anyone. This is negligence and willful deception on the companys fault and it is completely unacceptable. 

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

  Business Response

  Date: 10/12/2023

  
  Transform SR ******* ********** LLC
  
  
  October 12, 2023
  
  Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re:  # ******** *****************************
  
  Dear BBB Customer Relations,
  
  We have completed the investigation of Ms. ********* complaint regarding the failure of her refrigerator.
  It seems that ******************** was dissatisfied with our appointment availability and scheduling system. We would like to note that while we attempt to provide appointments that are convenient for our consumers and expedite the time frame when we can, it is not always possible. We would like to apologize to ******************** for failing her expectations.
  ******************** is not covered under any warranty on the refrigerator, except for the exceptional parts from the manufacturer, not ****** If she feels that the technician damaged the unit she needs to contact our insurance company and filed a claim with ******** at **************. For this reasons, we have closed our case.  
  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
  
  

• Initial Complaint

  Date:09/20/2023

  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.

  ***************** for a microwave, 3-4 attempts, still unfixed. Last attempt, September 6th. Part ordered was defective. Tech ordered replacement and scheduled install for tomorrow, 9-********* asked to verify correct part when it arrives. As of today, NO part received and confirmed with *** that it is NOT in transit. Beginning the end of last week, seven attempts were made to contact A&E with no response. Six on an A&E submission form on their web site (auto response that they are researching and would respond)and also messaged A&E Technician. A&E also sent several texts today confirming appointment tomorrow. Unfortunately, no part is here to install when they arrive. A&E doe NOT provide a contact number, they are fully automated. No option to talk to anyone nor is there an option to tell them the parts have not arrived.

  Business Response

  Date: 10/10/2023

  October 10, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** ***********************
  
  Dear BBB Customer Relations:
  
  This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.
  This matter has been forwarded to the appropriate ***** unit for investigation. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  Regulatory Specialist, Regulatory Complaints
  imx integrated member experience
  

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20632008
  
  I am rejecting this response because:   A referral to another department does not constitute a resolution.  We have no guarantee that the department it was referred to will respond nor do we have any direct contact information to the referred department to follow-up when they fail to answer.  As of now, several weeks after our direct contact to this company (6 msgs through their web portal), we have not had a response.  Please respond back with the direct contact information to whom you referred this to including:  name of company, name of department, complete mailing address, direct email to whom it was sent to, direct phone number with extension, name, and title of person to whom this was sent to for resolution.   With this information we can then await a reply and when one is not received we can utilize BBB to locate the correct area to file with.   Additionally please provide an approximate time frame when we should expect an answer.  Thank you.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/30/2023

  October 30, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** *********************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ********* rebuttal to the response we previously sent.
  
  After reviewing Mr.********* ********* we contacted customer service and were informed that once the necessary part arrived from the manufacture to complete the repair on Mr.********* *********** the service appointment was completed on September 28,2023. 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,
  
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience
  

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20632008
  
  I am rejecting this response because:   The response obviously does not address what we contacted the business about.  The issue was the lack of response amongst other items mentioned in the initial contact.   For the business to say the appliance was repaired so we are closing the file certainly does not resolve the issue.   If that were the case, then all concerns/complaints to this business, if they wait long enough to respond as is the case here, would all result in an appliance eventually being repaired.   Since we may have to utilize them again in the future since it is a "contract", we still need the issue resolved.    We need a direct email or phone number/extension of the person(s) to contact when a wrong part is sent or any other shipping issue.   Since they are fully automated, maybe it should be added to their portal or at least respond to 6 messages sent from their web contact form.    Finally the response indicated that our dishwasher was repaired, which it was not.   We did not have a dishwasher repair.   We assume the response was for another person with a dishwasher issue and not for us.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/29/2023

  November 29, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** ***********************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ********* rebuttal to the response we previously sent.
  
  After reviewing Mr.********* ********* we respectfully request that he contact his warranty provider to schedule a service appointment as we are not authorized to process any service repairs. The records provided are from Mr. ********* warranty provider. Any questions or concerns need to be directly to Mr. ********* warranty provider. At this time, 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