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: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.

  I have been rescheduled for service 3 times. I can not contact a human and when I do get in contact with one, its a call center that does not offer any help. The last caller redirected my call to scam caller attempting to get my credit card. ***** has been extremely unprofessional since ordering parts to repair my dishwasher.

  Business Response

  Date: 10/19/2023

  October 19, 2023
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re:  ******** *******************************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that service was completed on September 21, 2023. As clarification, the call ************************ received was for payment information because the service call was set up as a cash call. After it was discovered that the service order was a duplicate and that he had a service order scheduled for him under his wifes name, they confirmed he had coverage through American Home Shield. Therefore, the cash call order was then canceled. With that said, we are an authorized service provider for his warrantor and we recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to ************************ for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

• Initial Complaint

  Date:09/19/2023

  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.

  scheduled my second repair after parts arrived on 9-18-23. No one showed or called. scheduled on line another repair for 9-19-23. No one showed or called. I have 6 phone numbers to call and unable to speak to a live agent and the chat on line not working

  Business Response

  Date: 10/05/2023

  October 5, 2023
  
  BBB Customer Relations
  ******* **********************
  ******************************************* #****
  *******, ******** 60611
  
  
  Re:   Val ***
         File Number ********
  
  
   Dear BBB Customer Relations: 
  
  
  
  We have completed the investigation of Ms. **** complaint regarding the repairs she required for his GE refrigerator. 
  
  We would like to clarify that we did not sell Ms. *** her refrigerator nor are we the manufacturer or the obligor of the manufacturers warranty on her refrigerator.   We are just the repair provider that Assurant contracted to provide repairs to Ms. **** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is Assurant who is the obligor of his warranty contract.
  
  Upon receiving *** **** complaint,we contacted the local service unit for assistance. Our records indicate that due to the part ordered on August 31, 2023 is on a backorder with the vendor with no estimated time of arrival, the technician has submitted the diagnostic report regarding the part to the client Assurant as of October 4, 2023.  Accordingly, we have closed our file.  
  
  We apologize for any problems or frustrations that Ms. *** may have experienced.  We appreciate the opportunity to address this matter.
  
  Sincerely,
  
  ***************************
  Specialist Regulatory Complaints
  *******************************************
  

• Initial Complaint

  Date:09/19/2023

  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.

  Multiple calls 5 minutes before to reschedule. Mind you, you have to be home between 8 am and 5pm. multiple times coming in and not having any of the parts. Multiple times not knowing what is wrong with item. Last straw , tech forged my signature and stated repair was done after screaming at me on the phone, Tech ID ******* .PLease refer to the **** 1 star ****** reviews. Is it their business practice to forge a clients signature and also get paid to fix something when they never showed **. In my business, this is fraud!

  Business Response

  Date: 10/17/2023

  October 17, 2023
  
  BBB Customer Relations
  **********************
  ******************************************* #****
  *******, **  60611
  
  Re:  ******** ***************************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that the repair was closed out due to additional parts. The technician bypassed the signature screen to close out the order since repair was not completed. This information was provided to ********************. It is now up to his warranty company to provide any further service. Therefore, we are unable to go back out to his home unless his warranty company reschedules with us. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to ******************** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

• Initial Complaint

  Date:09/19/2023

  Type:Order 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.

  A & E service has not show up 4 times when they have had service appointments scheduled. They have cost my family 4 days of work waiting for them to show up to fix our washer.

  Business Response

  Date: 10/10/2023

  Please see the attached response. 

  Customer Answer

  Date: 10/12/2023

   
  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:09/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This repair service was called out by Kenmore due to my ongoing warranty with my Kenmore fridge. The company had come out on the 17th of July, 2023. The technician had found the issue on the fridge and had mentioned to us that the part had been ordered. (Condenser ********* Assembly) Then I was told to make sure that the part would arrive on time I would have to schedule for the beginning of next week. (Scheduled for July 24th, 2023, 8am-5pm) So that the technician could arrive with the part on hand. Ever since then I have not been able to get in contact with the business. For the last 2 moths, I have not heard a single thing about my fridge being fixed or the part coming in. I have contacted them multiple times through their website contact form. Calling their phone also leads to no avail. I was never contacted back in any way regarding my ongoing repair. There is also 0 ways to track the part and see what its current status is.My service order number: ***************

  Business Response

  Date: 10/02/2023

  October 2, 2023
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******, ******** 60611
  
  Re: *******************************
         File Number 20597742
  
  Dear BBB Customer Relations:
  
   We have completed our investigation of Mr. *********** complaint regarding the problems he encountered with the refrigerator.
  
  We would like to clarify that we did not sell ************************ his refrigerator and we are not
  the manufacturer or the obligor of his manufacturers warranty on his refrigerator. We are
   just the repair provider that Winia *********** ******** contracted to provide repairs to Mr. *********** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Winia *********** ********.
  With that said, upon receiving Mr. *********** complaint, we contacted the local service unit for assistance.  Our records indicate that the technician completed the repair on September 30, 2023.  The technician installed the new cond fan and tested, fan functioned ok with good airflow, fan blade secure.  Since we have confirmed the repair is complete, we have closed our file.   
  We apologize for any problems or frustrations that ************************ may have experienced. We appreciate the opportunity to assist with this matter.  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************
  

  Customer Answer

  Date: 10/08/2023

   
  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:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a washer that is under warranty, the warranty company was contacted on 08/04/2023 and repair was scheduled with A&E Services for 08/11/2023. A&E Services came out and said that the washer could not be repaired that day due to needing parts, parts were ordered and arrived within a week. As of 09/13/2023, the appointment for the repair has been rescheduled 11 times. I have taken off of work only for the company to cancel the day of and reschedule. I am not contacted to discuss when the reschedules occur or days/times that will work with my schedule. I requested a Saturday, since I have to work and having previously taken off before, I am not able to do so again. Both Saturday appointments that were scheduled were canceled at the last minute by the company. I was told on 09/09/23 that I would not have to stay at the house the entire appointment that was rescheduled for 09/13/23, however, when contacted today I was told I have to be there. I informed them I was not and was going with what I was told on 09/09/23, they said the previous tech overstepped his boundaries and they would reschedule me, I requested a Saturday. They have rescheduled the appointment for 09/15 (Friday), when I spoke with the tech, he said "You have to make it work". I have asked for a managers contact information and was denied it, I asked to be contacted by management, was denied. I asked for a phone number for customer service and given a machine that tells me to go online and hangs up. I have emailed, text and submitted contact requests, all to no avail. My washer hasn't worked in over a month, I have taken time off of work only for the company to reschedule and they have been very unprofessional.

  Business Response

  Date: 10/03/2023

  October 3, 2023
  
  Customer Relations
  ******* **********************
  ******************************************* #****
  *******, ******** 60611
  
  Re:  *******************************
        File Number 20597307
  
  Dear BBB Customer Relations:
  
  
  We have completed the investigation of Ms. ******* complaint regarding the problems she encountered with the washer.         
  
  Upon receiving Ms. ******* complaint, we contacted the local service unit for assistance.  Our records indicate that the technician is currently scheduled to go to the home on today, October 3, 2023 to service ******************.   
  
  We apologize for any problems or frustrations that **************** may have experienced.  We do appreciate the opportunity to address this matter. 
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  *******************************************
  

• Initial Complaint

  Date:09/12/2023

  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.

  The compressor on my almost new ** refrigerator has gone out, almost 2 months ago, and it is covered by a manufacturer's warranty with **. They hired A & E Factory Service to repair the problem. A & E came out, diagnosed the problem, ordered parts and had them shipped to my house, and scheduled a repair. On the day of repair, the technician was at my driveway 2 minutes ( it is on camera) and did not even press the doorbell before pulling out and leaving. I immediately contacted him and was told he had to leave for the day, his daughter was sick, and it would be rescheduled for service 2 days later. Now he tells me it has not been really re-scheduled. I can't get a hold of a person, their automated system has me going around in circles, I've tried speaking to **, they shove me right off to A & E because they do the repairs, and A & E does not have a phone number to speak to a live person and their website is not working. So frustrated and can't believe I am having to deal with this. The ** refrigerator has been plugged in for only 5 months, I'm still making payments on this $3,500.00 refrigerator and it is not working and I can't get anyone to fix it. I've spent hours on hold, spinning in circles, no one cares, everyone is incompetent. I definitely would not recommend ** or A & E to any one.

  Business Response

  Date: 10/02/2023

  October 2,2023
  
  Customer Relations
  ******* **********************
  *********************************************2006
  *******,******** 60611
  
  Re:  *************************
         File Number 20592469
  
  Dear BBB Customer Relations:
  
  
  We have completed the investigation of ******************** complaint regarding the repair he requires for his GE refrigerator.
  
  We would like to clarify that we did not sell ****************** his refrigerator nor are we the manufacturer or the obligor of his manufacturers warranty on his refrigerator.  We are just the repair provider that GE contracted to provide repairs to ******************** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is GE.
  
   Upon receiving ******************** we contacted the local service unit for assistance. Our records indicate that the technician is currently scheduled to go to his home on October 6, 2023 to repair the refrigerator
  
  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:09/12/2023

  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.

  Contacted Assurant appliance repair per my contract for service on my refrigerator.Assurant scheduled repair through A&E appliance repair for 9/5/23. The tech showed up in the pm diagnosed the problem and made a repair. On 9/6/23 the refrigerator was not operating properly and I contacted Assurant and they rescheduled a repair for 9/7/23.I received an email from A&E confirming the appointment for between 8am & 5pm. No one showed up or called. Their order# was ***************. The repair was rescheduled for 9/11/23 with the same order # and again no one showed up or called. I had received an email confirming this appointment from A&E. It is very difficult to contact a live person to talk to as most all services are automated and I again had to reschedule on an automated site for 9/14/23. My refrigerator has now been inoperable since 9/2/23

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** ***************************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr. ******** ********* regarding his customer service experience with his service repairs.
  
  After reviewing Mr.******** ********* and our records, we contacted our third party contractor and were informed that the original service call had to be rescheduled and we apologize for this. When the service repair was rescheduled to September 14,2023, Mr. ******* canceled the order when the service technician called him for pending appointment.  Since Assurant is a third party vendor, Mr. ******* needs to contact Assurant directly if he is needing additional assistance. 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
  

• Initial Complaint

  Date:09/11/2023

  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.

  The Air Conditioning was not working so I filed a claim with Choice Home Warranty. They contacted A and E Factory services to come out and repair the unit. The technician came to the house on 30AUG2023. His number was ************. He looked at the unit, took a few pictures, and said they don't make parts for this unit, it is beyond repair. He did not leave a copy of a receipt of diagnosis. He left and never filed the documentation with the warranty company and won't answer his phone. Choice Home Warranty says the claim is closed unless A and E Factory Services sends in the documentation. The only way I have been to contact A and E is through the website email. I sent them an email informing them that we needed them to fill the documentation and they responded on 07SEP2023 by CCing me on an inhouse email notifying the "Team" that I needed this. I still have not had a response nor has Choice Home Warranty, meanwhile it is summer in the south with no AC. I cannot begin the next step in getting an AC unit until A and E Factory Services completes their job.

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  Customer Relations
  **********************
  *************************************
  *******, **  60611
  
  Re:  ******** *********************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ****** complaint regarding the recent repair on his air conditioner.
  
  After reviewing Ms. ****** complaint and our records, we contacted our service department to archive the service order in question. Once completed, we were able to determine that the technician received a non-approval for replacement. Due to the age of the air conditioner, the technician could not determine how the damages were done on the system. 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
  

   

• Initial Complaint

  Date:09/11/2023

  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.

  Ae factory service was contacted thru ge electric warranty. Never repaired or serviced any part of my refrigerator and have been billed for such. There is no way to contact ae factory service

  Business Response

  Date: 09/27/2023

  
  Transform SR ******* ********** LLC
  
  
  September 27,2023
  
  Customer Relations
  **********************
  ******************************************* #****
  *******, ** 60611
  
  
  Re:  # ******** *********************
  
  
  Dear BBB Customer Relations;
  
  
  
  We have completed the investigation of Mr. ******* complaint regarding the bill received for the diagnostic on the refrigerator.
  First, we would like to apologize to **************** for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience. We had contacted our accounting department,and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
  
  Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the service order was closed incorrectly, since the service order originally was not set as a GE warranty. This bill was closed out on September 26, 2023. **************** should not receive any further notices as of September 26, 2023.  Furthermore, this letter will serve as **************** documentation that he does not owe ***** Home Services for the service call.
  We dont report our collection efforts so our billing would not have any impact on his credit history or score. With that said, since we did provide **************** with his requested resolution, we have closed our file.
  
  We apologize for any problems or frustration that **************** 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