Complaints

This profile includes complaints for A & E Factory Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  A & E Factory Services

  5407 Trillium Blvd Ste B120 Hoffman Estates, IL 60192-3413

  
• 

  A & E Factory Services

  3158 S Main St Salt Lake City, UT 84115-3750

• 

  A & E Factory Service

  12900 Fenwick Center Drive Louisville, KY 40223

• 

  A & E Factory Services

  PO Box 00 Piedmont, SC 29673

• 

  A & E Factory Service

  P. O. Box. 740094 Louisville, KY 40201

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2025

  Type:Product 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 Transaction: 5/19/2025 I was scheduled to have a repair of my oven on 5/19/2025. The technician (***** *.) arrived and was not equipped to handle the repair. The oven was too large for him to move himself and he was not able to fit to access the back of the oven to complete the repair. As a result, I had to complete most of the repair as the paying customer while ***** looked on. Halfway through it was discovered that the part ordered by A&E was defective/broken and a new one would have to be ordered thus delaying the "repair." I was subsequently billed an additional cost for the second replacement part even though it was not my fault that the first arrived broken, bringing my charges up to ******. This came as a shock to me because I did not sign off on additional charges and the ************* estimate form was fraudulently signed by the technician not me. I called and spoke to *** at Sears Home Services customer service after being directed there by the chat function. *** was unable to help me or initiate a refund for the service/part that I paid for but did not receive. I subsequently cancelled any future repair/product so as not to incur the additional charges but would still like a refund for the original charge of ****** as the repair was not completed and the product not received. This is poor business practice to charge a customer with failure to provide ******************** as agreed upon not to mention the unethical and fraudulent signing of agreements.

  Business Response

  Date: 06/15/2025

  Please see the attached response.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23354381
  
  I am rejecting this response because: The response did not address the original complaint. My original complaint stated that I wanted a refund of the ****** I paid (which you mention in your response) because I did not receive the repair service. I only mentioned the ****** charge because it was further evidence of the company's failure to provide said service because the original part was broken and I was given an updated estimate of ****** for a new part for completion of the repair.

  Ultimately, the repair was never completed. The original part arrived damaged. A secondary part was ordered, and a new service repair date was scheduled, which I promptly cancelled, because the service tech ***** *. fraudulently signed an agreement on my behalf that would cause me to incur more charges. Therefore, the ****** charge that I paid should be refunded because NO repair service or working part was ever provided.

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

  Business Response

  Date: 07/22/2025

  Please see the attached response

• Initial Complaint

  Date:05/16/2025

  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 4/21/25, A&E was called to repair my 4 yr old refrigerator due to not cooling. The tech evaluated the refrigerator and quoted repairs to be close to $1800 including a new compressor. I declined the repair pending a call to the manufacturer. I called ** and was told that the parts needed for the repair were included in an extended warranty and I should not have been charged. Because A&E tapped the refrigerator, no other appliance repair will repair it. A&E has been back once. I was told that the initial estimate included parts that were indeed not needed and 2 parts were ordered and sent to my house. A&E scheduled to be back for the repair on 5/5/25 with a window of 8a-5pm. At 11 am, i was texted that they would be unable to come to complete the repair and rescheduled for 5/16, again 8a-5pm. Today, every 2 hours the time was updated to reflect a later time and finally at 4pm GE A&E and was told that they would definitely be out at 6pm. 45 minutes later, they sent a text that they would not be coming and tried to reschedule for Monday 5/19. ** refuses to honor the warranty without A&E servicing the product. I have no more vacation days. My husband cannot stay home to wait for A&E wait for service that may not arrive. 

  Business Response

  Date: 05/28/2025

  
  May 28, 2025
  
  Customer Relations
  ******* **********************
  **************************************************************
  **********************
  
  Re:  ***** *****
        File Number 23341935
  
  Dear BBB Customer Relations:
  
  
  We have completed the investigation of Ms. ****** complaint regarding the repairs she required for her GE branded refrigerator. 
  
  We would like to clarify that we did not sell Ms. ***** her washer nor are we the manufacturer or the obligor of her manufacturers warranty on her washer.  We are just the repair provider that ** 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 her warranty which in this case is **.
  
   Upon receiving Ms. ****** complaint, we contacted the local service unit for assistance.  We contacted the repair leadership and was informed that: tech was scheduled to return to the home on May 16, 2025, however the technician was not available for the call and the appointment was rescheduled for May 19, 2025.   When we lost capacity to run the call on May 19th, the ** *** followed its standard process and attempted to contact the customer for three consecutive days.  As designed, the *** sends both text and email notifications, allowing the customer to easily select a new service date. Since the customer did not engage with any of the outreach attempts, the system automatically closed the order due to inactivity.  The order was closed out by the system on May 19, 2025.  ** has to create their own warranty tickets in order for us to service the customer otherwise the system views it as a collect call and will prompt for payment. The member will need to contact ** to schedule if further repairs are needed.
  
  We apologize for any problems or frustrations that Ms. ***** may have experienced with A&E Factory Service.   We appreciate the opportunity to address this matter.  
  
  Sincerely,
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

• Initial Complaint

  Date:05/03/2025

  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.

  ***** is the company that ** is in contract with to repair our fridge since it is under warranty. Our fridge broke April 2 and they came out April 4. They had to come back out on April 16 because ** did not indicate it was under warranty. They came in for 10 minutes and ordered the parts. They told me the soonest appointment was April 30. April 30 came by they cancelled and had me reschedule, I chose May 3. The window was from 8 am - 5 PM. They cancelled the appointment at 8:10 AM with the same message. I tried contacting A & E and they connected me to a healthcare professional site. I just want my refrigerator fixed and am getting the wrap around.

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ******** ***** Sayafi
  
  Dear BBB Customer Relations:
  
  After researching the service history, we show Mr. ****** has a third party warranty with **. Service was completed on May 7, 2025. If Mr. ****** still requires repair assistance, he may open a new call as we are only an authorized service provider for his warrantor. 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 Mr. ****** 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:05/02/2025

  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.

  Repairman fails to show up as stated. I have the parts sitting in my house to fix my microwave. The technician lies and says that I wasn't home, when in fact I was home, both times!! And I know the technician knows where I live because he was at my house to diagnose the problem with the microwave. I have called ** to complain since apparently there are no real people that work at A&E to speak with. ** states they have escalated the issue and sent an email to the technician. Not holding my breath! How A&E stays in business is amazing to me because it appears that this is an ongoing issue of them breaking appointments. I am including screenshots of the text messages saying I was not at home and a black picture.. the text also says to call the number left in the voice message.. there was no phone call or number to call.....

  Business Response

  Date: 05/13/2025

  May 13, 2025
  
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  
  Re:  ******** ******
         File Number 23278858 
  
  
  
  Dear BBB Customer Relations:
  
  
  
  We have completed the investigation of Ms. ******* complaint regarding the delay she encountered in having his ** branded microwave repaired.    
  
  We would like to clarify that we are not the manufacturer or the obligor of Ms. ******* manufacturers warranty on her microwave. We are just the repair provider that ** contracted to provide repairs to her microwave 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 ***
  
  We received Ms. ******* complaint and contacted the local service unit for assistance.  Our records indicate that the technician completed the microwave repair on May 9, 2025. The technician noted: Microwave has no power, completely unresponsive. Checked power supply at outlet and verified correct voltage.  Replaced faulty control board.   Since we have confirmed the repair has been completed and the service order has been closed,we have closed our file.
  
  
  We apologize for any problems or frustrations that Ms. ****** may have experienced with A&E Factory Services. We appreciate the opportunity to address the matter.
  
  Sincerely,
  
  
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************
  

• Initial Complaint

  Date:04/26/2025

  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.

  In October 2024, I contacted A & E Factory Services to work on my ******* refrigerator, smart refrigerator that was not cooling. They ordered a compressor for my refrigerator and once it was installed, I had a refrigerator for about a week and all the Freon ran out off the refrigerator because the person did not solder it properly. another representative that had come out and told me that the compressor was shot ordered a new one. This would fall under the 180 day warranty.. They ordered another compressor and another part that never comes in, The new compressor come in about a week the refrigerator started doing the thing. The technician come out multiple times because I was told in order for the protection plan to kick in that they would have to take pictures and videos. 180 day warranty were still under the part .technician has come out to my house more than 13 times at this point almost each time . please note that most every time that they come out, they were charging me $100 bill.. The technician told me that he thought that it was an internal leak and that he would fill out the paperwork for the refrigerator to be replaced at this point that it was not repairable.. company is saying they will not cover my refrigerator due to it was existing damage ,but then they want to take $100 out of my account each time that they have a technician come out here because they dont know how to fill out paperwork properly. this should not take six months for a company to decide that the refrigerator is no longer a functional refrigerator and keep taking money out of my account, knowing that they cant fix it.. there was even times that the technician would come out twice in one week because their company didnt like the way the paperwork was filled out and guess whos dime that was that was mine. The last technician that come out, a different person told me the bottom of my refrigerator is rusted I could show proof that thats a lie . I am asking for a full refund. 

  Business Response

  Date: 05/29/2025

  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:                   ********- ****** ******
  
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******* complaint.
  
  We forwarded Ms. ******* issue to the **** department and have been informed that she is in contact with her case manager. It is our understanding that their research found that her issue was pre-existing therefore not covered under the **** she purchased.  It is also our understanding that 2 monthly payments and $100 deductible will be submitted for refund due to the inconvenience per Ms. ******* case manager. Since her complaint has been addressed we have closed this case. Ms. ****** has the contact info of her case manager if she has any additional questions.
  
  If you have any further questions, you may contact me at *****************************************************. 
  
  Sincerely,
  
  
  ******* L. *******
  Regulatory Complaint Specialist
  ************************************************************

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A&E replaced our refrigerator compressor less than 30 days ago (4/1/25) and the compressor has already failed again! This is the 2nd time they gave replaced our compressor and it has failed yet again.

  Business Response

  Date: 05/21/2025

  BBB Customer Relations
  **********************
  **************************************************************
  *******, *******; 60611
  
  
  May 21, 2025
  Re: ***** *******
  Reference Number: 23242549
  
  
  Dear BBB Customer Relations,
  

  We have completed the investigation of Ms. ******** complaint and her dissatisfaction that the refrigerator has not been repaired
  

  Our record shows a service order was created on May 28th but it was canceled. We sent an email to Ms. ******* to see if they still needs a service recall but no response. A refund is not possible without a ***** technician confirmed that the compressor did failed again. If she does not want a ***** technician to come back we need a detailed diagnosis from another company showing that the part did not fixed the refrigerator. She can send us the detailed invoice diagnostic and what parts failed/or replaced.Once we received that information we will review and get back to her with the resolutions. She can send the information to me directly at ********************************************************************.
  

  We apologize for any problems or frustrations Ms. ******* may have experienced with ***** Home Services. We do value our customers and strive for their complete satisfaction, including a reasonable resolution of any complaints or problems whenever possible.
  
  
  
  Sincerely,
  
  ***** ******
  Regulatory Complaints Specialist
  Email: ********************************************************************

• Initial Complaint

  Date:04/02/2025

  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.

  Whirlpool washer repair February 25, 2025. Tech advised motor needed. Part ordered February 26, 2025. On backorder and could not get any answer as to an ETA. ******* to purchase new washer instead. Cancelled service and part. Was to receive credit for deposit of $413.43 minus diagnostic fee, $284.43, within ***** business days on same payment method. Have never received credit.Overseas customer service useless in resolving or working with billing department. No phone number to contact billing department to discuss issue and get refund. Only email provided for ***********. Looked online for Transformco. phone number. Called and never got a person just to email ********** this point, with such terrible service, contacting the company by phone twice and several online chats to no resolution, I would like the entire amount, $413.43, refunded to me. 

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  Customer Relations
  **********************
  ***********************************************************************************
  
  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 to determine what monies, if any, is owed. 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,
  Ema C
  Regulatory Specialist, Regulatory Complaints
  imx integrated member experience

  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23152045
  
  I am rejecting this response because:

  The company has only replied they have forwarded to the appropriate area and are investigating, and monies have NOT been refunded. I am concerned how long their research will take or if it will result in a credit. I attempted to resolve myself before filing this complaint to no avail for over a month. I have been without the monies owed to me since later February, two (2) months. The refund must be provided before I consider this case closed/resolved.

  
  Sincerely,
  
  *** *****

  Business Response

  Date: 05/19/2025

  May 19, 2025
  
  Customer Relations
  **********************
  *********************
  *******, *******; 60611
  
  Re:  ******** *** *****
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ****** rebuttal to the response we previously sent.
  
  After reviewing Ms. ****** response, we contacted our service department and were informed that since ******** files a dispute with her financial institution, a letter of release of resolution is needed in to order to ensure that Ms. ***** is not issued a double credit. Once the requested information is received, we will gladly move forward with a final resolution. At this time, we have closed our files pending the additional information.
  
  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
  ***************
  imx integrated member experience
  
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23152045
  
  I am rejecting this response because: I will need to contact my financial institution/credit card company to obtain the letter of release of resolution.

  If the letter is obtained and provided, will the issue be resolved from the financial institution perspective/side? I understand the issue of potential double credit but want to ensure that providing a release for the BBB complaint, which I assume the purpose letter of release, doesn't closed the BBB complaint and the transaction dispute on the financial institution side is responded to and resolved. 
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 06/05/2025

  June 5, 2025
  
  Customer Relations
  **********************
  *********************
  *******, *******; 60611
  
  Re:  ******** *** *****
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ****** rebuttal to the response we previously sent.
  
  After reviewing Ms. ****** response, we would like to clarify that we cannot keep a complaint open at any customers request. As stated previously, once Ms. ***** provides the requested information, the credit will be released. We would also like to add that assuming no follow up cases are received, we can process the refund 35 days from the bank dispute. If follow up cases are received for the incorrect amount we will request reversal and it will push that date back further. If we receive follow up case for the correct refund amount due to the customer then we will accept on our end so that the bank can refund through the charge back process.
  
  
  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
  ***************
  imx integrated member experience

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have received resolution from my credit card dispute with my credit card institution and received credit/refund. This case may be closed. 
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Washer from Lowes June 2023. The bearings are going out. I purchased the protection plan same day. Week 4 of scheduled and cancelled appointments by Virtual Assistant. Cannot get a real person to speak to. I even tried emailing ***** corporate. They use A&E ***** authorized repair service. Cannot get ahold of them either. Seems all the numbers are looped to virtual assistant I have had to use 3 days vacation because their service time Is 8-5 window. I have filed a claim. Claim number is **********. They wait until noon to conveniently say canceled due to unforeseen circumstances. PLEASE HELP!!! I dont have the extra monies to go to the laundromat!!! The reference number below is the protection plan I paid for $163.94

  Business Response

  Date: 04/15/2025

  April 15, 2025
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re: ****** ******
        File Number 23108265
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Ms. ******* complaint regarding the repair she required for her ** branded washer.    
  
  We would like to clarify that we did not sell nor are we the manufacturer or the obligor of Ms. ******* manufacturers warranty on her washer.  We are just the repair provider that Assurant Warranty contracted to provide repairs to of Ms. ******* washer 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 her complaint, we contacted the local service unit for assistance.  Our records indicate that the appointment scheduled for April 7, 2025 was canceled due to other service used.  We contacted Ms. ****** via her *********************************** email on April 8 and April 14, 2025, to confirm if she canceled the appointment and if additional service is needed.  To date,there has been no response.  Should she have any questions or need further service she may contact me at the email listed below.  Accordingly, we have closed our file.  
  We apologize for any problems or frustrations that Ms. ******* may have experienced with A&E Factory Services.  We appreciate the opportunity to address this issue.  
  
  Sincerely,
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************
  
  

• Initial Complaint

  Date:03/13/2025

  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.

  We purchased an ** washer from ****** on 8/14/24. On 2/18/25 we noticed a bunch of broken plastic pieces in the tub after a wash. We called ** on 2/19/25 to report the issue. ** sent a tech out to our house using AE Factory Service to diagnose the washer on 2/27/25. The tech was very unprofessional and stated that the broken pieces are from something in the tub. He looked for parts and noted that no parts were available and stated that the washer should be replaced. The tech did not communicate this with **. Myself along with ** have been trying to contact AE Factory Services to get a statement from the tech or company for this issue and have failed to get a response from AE Factory Services. We need someone from AE Factory Services to communicate this tech visit with **.Service ********************* Service Unit Number:0008096 TECHNICIAN INFORMATION Technician *********

  Business Response

  Date: 03/26/2025

  March 26,2025
  
  Customer Relations
  ******* **********************
  **************************************************************
  **********************
  
  
  Re:  **** *****
        File Number 23061427
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Mr. ****** complaint regarding the repairs he requires for his ** branded washer.
  
  We would like to clarify that we did not sell Mr. ***** nor are we the manufacturer or the obligor of his manufacturers warranty on his washer. We are just the repair provider that ** contracted to provide repairs to his washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is **. 
  
  Upon receiving of his complaint, we contacted the local service unit for assistance.  We were informed by the repair leadership ** would need to create a new service call so we can send a senior tech out there.   We contacted Mr. ***** via email on March 18, 2025 and provided him with leaderships response.  Mr. ***** responded that he will need the service company to contact **. That is their job to communicate with the manufacturer about the visit and additional steps needed to repair/replace the unit. ** would need to create a new service order for the tech to offer assistance.There has been no new service order created by **, we have closed our file. 
  
  We apologize for any problems or frustrations that of Mr. ***** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23061427
  
  I am rejecting this response because:
  

  A & E factory services is the service that was sent to our house to diagnose the washer. The tech that A & E services sent out, failed to communicate with ** of his visit and repair needs/recommendations. It does not make sense for A & E services to send another tech out to our house, if they cannot communicate with ** properly as needed. I have contacted ** and they will not help me because A & E failed us on properly communicating with ** about the service visit. A & E services needs to resolve this failed visit for us by contacting and communicating with ** about the original visit. I would like to request the techs name and phone number or contact information they sent out to our house for this service call or request A & E resolves their failed service visit by contacting ** and communicating with them about the visit.

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/02/2025

  April 2,2025 
  
  Customer Relations
  ******* **********************
  **************************************************************
  **********************
  
  
  Re:  **** *****
        File Number 23061427
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Mr. ****** rebuttal.    
  
  We would like to clarify that we did not sell Mr. ***** nor are we the manufacturer or the obligor of his manufacturers warranty on his washer. We are just the repair provider that ** contracted to provide repairs to his washer 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 LG. 
  
  Upon reviewing his rebuttal, we contacted the repair leadership unit for assistance.  We were advised that ** wants the technician at the appliance when the report is called in, per leadership, he will  partner with ** for resolve.
  
  
  We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

• Initial Complaint

  Date:02/27/2025

  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.

  We have a warranty repair contract through ***** Home Warranty/Cinch. A & E is the designated repair service of our service area. We contacted ***** in Mid December to request repair of our (covered) Microwave. ***** subcontracted the repair out to A& E, whom sent a technician to evaluate. The technician stated that the appliance could not be repaired, and that ***** would likely follow up shortly with a buy out figure. We waited three weeks, before reaching back out to ****** We discovered that the technician had logged our appliance as repaired. We had to start the process over again, and another technician came and ordered the parts deemed necessary for fixing our unit. We then reached back out to continue the process once the parts were shipped to us more than a month ago. A & E assigned the repair to the same technician (******) whom made the initial mistake. He then missed his morning appointment and then rescheduled for the following week. The following week, the same technician was assigned and subsequently missed his appointment again. This has now happened repeatedly, with today being the FIFTH cancellation in four weeks. I have stayed home FIVE different days awaiting the repairman! I have been a loyal service contract holder for more than 20 years, I do not understand how there is no accountability on behalf of *****, nor A&E to honor the agreement.

  Business Response

  Date: 03/19/2025

  See attached