Business Profile

Major Appliance Services

A & E Factory Services

Headquarters

Complaints

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

Customer Complaints Summary

445 total complaints in the last 3 years.
58 complaints closed in the last 12 months.

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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:01/06/2023
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 home warranty through American Home Shield. AHS contracts their repair services out to ****** who then contracts out their services to A&E Factory Service. On December 26th, my clothing washer stopped working properly. I immediately put in a claim with American Home Shield and they followed up by scheduling an appointment with a technician from what I thought was ***** for December 28th between the hours of 0800-****. On December 28th, the technician arrived around **** and spent several hours attempting to fix the washer, ultimately informing me that he needed additional parts and a second person to complete the repair. The technician let me know that he would be back on January 5th between the hours of 0800-**** again. I received a follow up email from A&E on 12/28 confirming the appointment for January 5th. On 12/29 I received another email from A&E advising me that parts had been ordered for my appointment on January 5th. On January 5th at ****, I received another email confirming that parts were on the way for my appointment on January 5th. My husband took the day off work on January 5th to stay home and wait for the technician. At no point did we receive any information from A&E stating that they had no intention of keeping the appointment. By **** on January 5th, I had phoned A&E eight times in an attempt to get a hold of someone to find out if they intended to send the promised technician. Finally, I phoned American Home Shield and asked them to track down the technician. American Home Shield's operator let me know that A&E had rescheduled my appointment to January 10th. I have still not heard from A&E about rescheduling. My husband and I cannot afford to take more days off waiting for a technician who may not show up without any warning. I require compensation for the day wasted at home as well as compensation for the laundromat fees that continue to be incurred while A&E wastes my time and money not fixing my washer.
Business Response
Date: 02/16/2023
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

After researching the service history, we found that service was completed on January 11, 2023, for the washer. If **************** is dissatisfied with the service technicians findings, she may go back to open a new call as we have performed repairs to her washer as an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.

We apologize to **************** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Customer Answer
Date: 02/17/2023

Complaint: 18694780

I am rejecting this response because: the business claims to have representatives available to speak to customers but cites long wait times. That is an absolute falsehood. A&E has no representatives available and has set up their website and automated phone system to remove even the possibility of speaking with a customer representative. There literally is no one to whom anyone can speak at any time regardless of "wait times". I was promised service on January 5th. ************ date was confirmed repeatedly via text and email. My husband took the day off work to stay home and meet the technician who never showed. At no point on January 5th did we receive notice that our appointment was cancelled or moved. I require *************** to admit their ineptitude and terrible communication and to compensate my husband for the day he took off of work which resulted in lost wages.
A&E doesn't get to point fingers at American Home Shield for hiring them in the first place or cite our contract with the warranty company for A&E's inability to do their job with any semblance of competence or integrity. I have already spoken with American Home Shield, because they actually employ customer service representatives who answer the phone, and have lodged a complaint and recommended they terminate their contract with A&E.

Sincerely,

*****************************
Business Response
Date: 03/03/2023
March 3, 2023

BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We have reviewed **************** rebuttal complaint, and we do not find that she has brought any new information to her complaint. We understand that she remains dissatisfied. In this case, the part had not arrived prior to January 5th so the order was not assigned to a technician. Unfortunately, we have no control over parts as we are dependent upon the manufacturer to supply them to us. Additionally, it is unfortunate that **************** was not notified and we can only apologize for any inconvenience she experienced. Finally, we are unable to grant **************** request of reimbursement for lost wages. We can only recommend **************** contact her warrantor regarding the terms and conditions of her warranty agreement.

We apologize to **************** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Customer Answer
Date: 03/03/2023

Complaint: 18694780

I am rejecting this response because: Again, A&E insists that they have representatives that actually answer phone calls and/or emails and that is patently false. A&E had no such representatives, will not answer text messages, emails, or phone calls. To continue blaming the pandemic on their inability to staff properly is ridiculous. A&E needs to be honest with their customers and admit they have no way to allow customers to contact them. It is incumbent on A&E to ensure communication with customers takes place regularly and with logic. One need only use an internet search engine to see how truly abysmal *************** is across the country. Until dealing with this company, I had never seen a one-star review on google. It's quite impressive, really.

Sincerely,

*****************************
Initial Complaint
Date:01/05/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had nothing but problems with this company, they are contracted through our home owners but that doesnt mean we arent still a customer. the guy who came out didnt answer any questions and was pretty rude, he didnt fix the problem and had to reschedule.They have rescheduled 3 times now this is a ridiculous company, there are no contact numbers that work, no emails and no real address to try and get this issue fixed.I highly recommend you DO NOT use this company
Business Response
Date: 02/07/2023
February 7, 2023

BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

After researching the service history, we found that service was completed on January 24, 2023, for the refrigerator ice maker. If **************** is dissatisfied with the service technicians findings, she may go back to open a new call as we have performed repairs to her appliance as an authorized service provider for her warrantor. We are unable to obtrude upon ****************** warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.

We apologize to **************** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:01/05/2023
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'm writing with regard to A&E Factory Service, also known as ***** Home Services. I had a service call to diagnose my GE dishwasher on 12/20. Since GE a technician was unable to make it quickly, ** told me to obtain a diagnostic report from A&E (as an authorized service company) so GE could determine whether I was entitled to a new unit. I made clear to A&E up front that I would need a written diagnostic report and I was assured that was standard with every visit. During the visit, the technician, ****, explicitly told me multiple times that I'd be receiving a "detailed diagnostic report" as part of the service call. With such assurance, I paid him the diagnostic fee of $105. When no diagnostic report arrived by email that day, I called **** who said that while he had provided his assurance that he'd send the report, the company would have to decide whether or not they'd send the report. I called the company on 12/21 and representative ******** told me the "detailed diagnostic report" would be sent within 72 hours. Unfortunately, no report was forthcoming from A&E. After 10 days, on 12/30, I called A&E to ask for a refund since their delay had made the issue moot -- they had waited long enough that GE was able to take over the case. Since they had not sent the diagnostic report I was entitled to, I asked A&E to reimburse the "diagnostic fee" I had paid. I was told by phone that I would be refunded the diagnostic fee within 3-4 days. The following day, 12/31, I received an email from ****** saying that, in fact, I would not receive the refund, saying it was non-refundable. I wrote back that, without a diagnostic report, they had not diagnosed the problem and was therefore not entitled to keep the fee. I called again on 1/5/2023 and spoke to a Supervisor named *******************************. When I told her that I paid due to the assurance I'd receive the diagnostic report, she said the service technician, who represents the company, "gave me the wrong information."
Business Response
Date: 01/26/2023
January 26, 2023

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

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

Dear BBB Customer Relations;

******** Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

We have completed the investigation of Mr. ****** complaint regarding his dissatisfaction with the technician not providing copy of the receipt for cost for repairs on his dishwasher

First, we would like to apologize to ************** for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience he may have experienced as a result of this issue.

We had contacted our service unit, and requested that copy of the invoice to be emailed to ************** *********** unit replied that on January 26.2023,that **** was emailed to him.

If he have any questions, he are welcome to contact me via email at ****************************** With that being said, since we did provide ************** with his requested resolution, we have closed our file.

We apologize for any problems or frustrations 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.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 01/27/2023

Complaint: 18690101

I am rejecting this response because: A&E Factory service did not address my complaint, they merely confirmed the amount I had paid them.

To summarize: A&E's technician told me they'd send me a detailed diagnostic report stating my dishwasher was a total loss and the leak could not be fixed. The report was never sent. I followed up by phone requesting the report on the evening of 12/20/22, as well as on 12/21, and on 12/30. On 12/30, A&E told me that they would issue a refund of $105. However, on 1/5/23, they broke on their word and said they would not issue my refund. They never sent the detailed diagnostic report, which was the purpose of their visit. Instead, I was told that the technician misrepresented the company by promising one, as customer service representative *************************** said, "he gave you the wrong information."

I would be happy to discuss by phone with a representative for the BBB, I have the names of most the customer service representatives with whom I spoke, as well as detailed contemporaneous notes that I took during the technician's visit and during all subsequent phone calls with A&E.

Sincerely,
*******************
Business Response
Date: 02/02/2023
February 2, 2023

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

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

Dear BBB Customer Relations;

******** Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

We have completed the investigation of Mr. ****** complaint regarding his dissatisfaction with the technician not providing copy of the receipt for cost for repairs on his dishwasher

after receiving ************** rebuttal, we have contacted him and discussed the issue with the information provided by the technician. The trip charges are not refundable, as a onetime courtesy, we submitted a refund request for $105.95 The refund was processed on February 2, 2023, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ****************************** With that said, since we did provide ************** with his requested resolution, we have closed our file.

We apologize for any problems or frustrations 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.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:01/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Had an appointment scheduled with a time of arrival between 8-4 Took the day off work, waited at home all day, the company cancelled at 1:29pm with no explanation. The 800 number provided has no human contact. They then rescheduled another 2 weeks out with an arrival window of 8-4. Unacceptable that I need to take2 days off of work and have to pay AMERICAN HOME SHIELD $100 after losing 8 hours of work.
Business Response
Date: 01/19/2023

January 19, 2023

Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611

Re: ***************
File Number: 18684801

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We have completed the investigation of Ms. **** complaint regarding the problems she required for her Whirlpool ***********

We would like to clarify that we are not the obligor of the warranty on Ms.**** *********** We are just the repair provider that American Home Shield (AHS) 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 American Home Shield (AHS).

In order to investigate and respond, we had to reach out to the local service unit for assistance. We received the following response from their Escalated Customer Support Team:
Our record indicate that member called for service on December 14, 22, the appointment was scheduled for January 4, 2023. Two attempts to contact the member for more information on the dishwasher (model/serial-issue with unit)was made on December 15, 2022, there was no answer a message was left for member to call back. The appointment was canceled due to the unavailability of the technician on January 4, 23 and member was contacted to reschedule the appointment, advised no available tech today, rescheduled for January *******. The January 19, 2023 appointment was canceled on January 5, 2023.

If service is still needed for the dishwasher, the member will need to set the appointment up with her warranty, AHS. Accordingly, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:01/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is the company that is suppose to be my extended Warranty I purchased thru ****** Home Improvement with the appliances I purchased from the them. The service from A&E is unacceptable. They don't show up or constantly change your appointment via text message and do not contact you to see if it is okay or reschedule. They just reschedule for when they want. Then the tell you from 8-5. Who can continue to take off day after day to sit and them not show up. My husband is there most the time but does have Dr. ************ from time to time, I work full time and definitely can't afford to take off days to have them not show up. It has been almost 8 weeks without a resolution to 3 of the 4 appliances I have this extended warranty for. This company is the most horrible company I have ever dealt with. They do not have any phone numbers where you can speak to a actual person. I am sure because they would probably be yelled at, cussed at etc. I could definitely do some yelling but do not cuss. I doubt there is enough words to explain how awful this company is and I am ashamed that ****** uses such a service to represent there warranty service they sell you. Horrible!! I have filed a claim against ****** as well. ****** should be ashamed.
Business Response
Date: 01/24/2023
January 24, 2022

Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611

Re: ***********************************
File Number 18682025

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits.The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We have completed our investigation of Ms. ************ complaint regarding the repairs he requires for her ** branded dryer.

We would like to clarify that we did not sell ************************** her dryer and we are not the manufacturer or the obligor of her manufacturers warranty on her dryer. We are just the repair provider that **/Lowes contracted to provide repairs to Ms. ************ dryer 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/Lowes.

Upon receiving her complaint, we made contact with the local service unit for assistance. Our records indicate that due to multiple cancellations and the technician not being available to service the dryer on January 4, 2023, the service order with parts was canceled by *************************** Since we have confirmed the appointment is canceled, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:01/03/2023
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.
Showed up at my house on 12/7/22. Charged me $775.00 to order parts & repair my oven before Christmas. Signed and digitally paid that day and money was taken from my credit card that day. I received 2 emails about the order A&E came back on on 12/15/22 and stated they ordered the wrong parts. They could not get the part I needed. I asked the technician about my money. We signed the digital form and stated my money would be refunded within 14 days. I received 3 emails. I have not received the money and called 1/3/23. I was put on hold and hung up. I called back and the girl stated I didn't request a refund. This was the first they were hearing about it. I said I am going to get charged interest on my credit card Im almost at 30 days she said it could take another 14 days. I requested a supervisor who now stated I had to click on a link and request my money back for a service they did not perform & I could only get $768.05 back. He sent 2 blank emails with no link or information in them. He gave me a website to go to ************************ It came up differently but I could not log in to anything because I do not have access through password. They gave me a phone number to call billing. When I called it said the number has changed. They keep changing how I am to get my money back. That is a lot of money and I am getting charged interest on it. No one will ensure I get my money back for for service that was not done.
Business Response
Date: 01/19/2023

January 19,2023

Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations,

We have completed the investigation of Mr. **************** complaint regarding the charges for a part needed for his oven.

Upon receiving ******************** complaint, we reviewed the notes in our service regarding his oven repair. Since it appears that the repairs were not successful, we submitted a refund request, Charges were refunded to him on his credit card ending on **** for the amount of $ ****** on January 19, 2023. He should be aware that it could take his card issuer anywhere from 1-5 business days to post that refund to his account depending on their policies governing refunds, and if he has not received it within that timeframe he is welcome to email me for assistance at *****************************************. In regards of the interest, that is ****************** responsibility with the credit card company. With that being said, since we did provide ************************;with his requested resolution, we have closed our file.

We apologize for any issues 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 whenever possible.

Sincerely,
*************************
Regulatory ************************************** Corporation
************
*****************************************
Initial Complaint
Date:01/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I see very similar posts about this company already to what I'm about to write, so no doubt they are well aware of what they are doing. This started with a microwave that broke that was covered under the ***** Home Warranty program within a certain number of days of its first repair. After a 5 hour runaround from them (no exaggeration), they said they were going to involve their extension company A&E to do the repair work - included as part of the warranty. They scheduled the meeting, the contractor came (nice guy), and he confirmed there was no charge. Within a few weeks I received an invoice in the mail. I knew I didn't owe anything so wasn't concerned, just figured I'd call the customer service line and get it fixed... except that the customer service line *doesn't work*, in fact, there's no way to appeal the charge unless it's written and sent via snail mail. The instructions said that I would receive a response to my dispute - nope, no response...just a debt collector. Now I have to deal with clearing the debt collector with a company that I have literally never spoken to once and has yet to ever review my dispute in the first place. I told them in my original letter if they tried to continue debt collection I'd file a BBB complaint so here I am. 1. I never scheduled the service, ***** did. 2. If I knew I'd be charged I would have just purchased a new microwave - clearly this one is a lemon if it continues to break OR clearly the workmanship on fixing it is poor - either way I wouldn't have hired them on to fix it if it would cost money. 3. They know what they're doing, which is why nobody can ever get in touch with them. 4. ***** and A&E work together or are owned by the same company - it's a complete sham and I'll never, ever do a ***** Home warranty again. Seeing the only thing they respond to is these complaints, "Hello, nice to finally speak with you. Please clear my name, far too much of my time has been wasted dealing with this broken microwave."
Business Response
Date: 02/02/2023
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

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

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

At this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If ************************ feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his ***** Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so,Cinch does state on their BBB site:

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

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

Sincerely,

*******************************
Regulatory Complaint Specialist
*********************************************
Customer Answer
Date: 02/05/2023

Complaint: 18679660

I am rejecting this response because:
The issue is not resolved until I am told I no longer owe money to them. With all due respect, I appreciate the response, however, it states nothing about the resolution of this complaint or the details of the complaint itself. Regardless of where ***** home warranty has shipped out this contract, they are still not addressing my issue. I called them, they said it was covered, they scheduled the repair, so it is not my responsibility to go around to different companies, trying to figure out where the contract is, and who I need to speak to. They told me it was covered, they scheduled maintenance, end of story. In this response, it alludes to the idea that I may have signed up for the home warranty service, and then stopped only to get a deal and have an appliance with a pre-existing condition worked on. That is entirely false and the records would reflect this as would the hours of recorded phone conversations from when the service was scheduled. Further, this response uses the word maybe or in some cases or might multiple times without ever stating a fact about my complaint. Once I receive a written notice that this debt is no longer owed, I will drop this issue.
Thank you for your time, can we please just get this over with.

Sincerely,

*********************************
Business Response
Date: 02/21/2023
BBB Customer Relations
**********************
330 ******************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. *********** rebuttal.

We have reviewed both our response and Mr. *********** rebuttal, and we do not find that he has brought any new information to his complaint. As stated in our closure letter submitted on 2/2/2023 If ************************ has any issues with his warranty coverage he will need to address it with Cinch HomeSure directly. We provided instructions on how to proceed via Cinch HomeSures escalation process.

TransformCo can do nothing for ************************ on this issue. To continue to insist we do so is much like insisting the **************** do something about your Water Bill or Service. We have no power over *********************** actions. We do not know how much more we can stress that ************************ will need to address his matter with Cinch HomeSure. This case remains closed with TransformCo/Sears.

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

Sincerely,

********************************
Regulatory Complaint Specialist
*********************************************
Customer Answer
Date: 02/24/2023

Complaint: 18679660

I am rejecting this response because:
After following your guidance, Cinch cannot help me either. I had three phone conversations and exchange multiple emails with them and they have advised me that this does not fall within their department either. This takes me back to my original point on day one for this entire thing. I called ******* anything thats taken place after that is part of ****** ***** needs to fix this and I need to be done with it and I dont care how you do it but I am sick and tired of spending hours of my time on the phone for a microwave. When I called ***** in the first place, you were the ones that told me that it would be taken care of because it had broken within 90 days of the prior service. You were the ones that scheduled that service. Therefore, you are the ones that need to fix this. I was provided another number by Cinch, which is 1 800 4my home. That took me to yet another automated answering service that sent me a hyperlink to my cell phone and I cant get in touch with anybody about this. This is a PERFECT case for the Better Business Bureau and this is exactly why I have reported it here.This is a sham, please stop wasting my time and get this fixed.

Sincerely,

*********************************
Initial Complaint
Date:01/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a door in door refrigerator approximately six years ago. I have a refrigerator that the compressor has failed on twice now, and has been a part of a class action claim against *** The first repair was done under this claim, to which A&E factory service replaced the compressor. Just over a year later, my refrigerator failed again, same problem as before, it would not stay cool. It took me about three calls to *** and a lengthy conversation with a woman working from home that raised roosters for c*** fighting to repair my refrigerator at no cost, because according to *** the previous repair was not warrantable any longer. This repair was done by A&E factory again, only this time, they replaced more parts. The technician for A&E factory stated that ** sent them the parts to replace, but they normally send a condenser coil( which they did not), because those fail often in connection with the compressor. This repair was done on November 8, 2022. It is now January 3, 2023, not even two months after the second failure, and my refrigerator will not cool below fifty degrees. I have had nothing but problems with this refrigerator, not to mention the countless hours I have had to spend on the phone, and this recent failure caused my food to spoil. I am at all happy with ** nor the service company A&E Factory. Neither company will warranty their products or service. I have lost a lot of money due to my refrigerator failing.A&E Factory will not back their repair without charging me for a service call. I will not pay out of pocket for a repair that should have been done correctly the first time. I called into customer service and they would not put any notes in the computer about the previous repair not working. She kept forwarding me onto *** Not happy.
Business Response
Date: 01/23/2023
January 23, 2023

Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611

Re: ***************************
File Number 18678524

Dear BBB Customer Relations:

We have completed our 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 her manufacturers warranty on her refrigerator. We are just the repair provider that ** 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 **.

Our records indicate that the repair order for the refrigerator was completed on November 8, 2022. The technician dispatched to the home notated that per **, replace compressor, drier assy and evap coil, at completion, unit cooling. If additional service is still needed, the refrigerator is not working since the last completed repair, ******************** would need to schedule a new appointment with her warranty obligor ** to have a tech to return. Accordingly, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 01/25/2023

Complaint: 18678524

I am rejecting this response because: they never contacted me and their company is supposed to have a warranty for the labor on the install of the parts. Furthermore, their technician stated that ** normally sends a condenser coil, which they did not provide, and he stated that it wouldn't fix it because of it. A&E doesn't stand behind their work. They are slow and extremely inefficient.

Sincerely,

***************************
Initial Complaint
Date:01/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had purchased a washing machine from ****** along with the service warranty, BIG MISTAKE! My washer stopped working mid October 2022 it is now January 2023 and the "repair man" has been to my house five times every time he comes he can't fix it and now needs a new part. The last time the "repair man" was here he took the parts he "replaced" and must not have ever sent them back to the company because now they are emailing me asking me for them! He is scheduled to come once again on January 10th 2023 to fix the washer .... what will happen this time if it's not fixed?! No one seems to care lowes and ae service are AWFUL!!! As a family of 6 I've spent too much time going other places to do laundry my washer should have been fixed months ago!
Business Response
Date: 02/07/2023
February 7, 2023

BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

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

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

After researching the service history, we found that service was completed on January 10, 2023. If ****************** is dissatisfied with the purchase she made at Lowes, she will need to contact Lowes directly as ************** performed repairs as an authorized service provider. We are unable to obtrude upon Ms. ******** warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.

We apologize to ****************** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:12/31/2022
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 oven stopped working in our rental in *******. We contacted our warranty program and they assigned ********* Factory Services to Order# ***************. The technician came out on Dec. 15th and said a part needed replacing and he would order it and return on Dec. 30th. This company is totally automated. There is no live customer service ********* over 2 weeks now our tenants have been without an oven or microwave. A&E has sent two automated calls prior to the Dec. 30th appmt. The first one said to call in and check our status. The automated voice said: "The Part has not been shipped." They next day on Dec. 30th, I received a phone call asking me to call in and report whether or not I have received the part! How can I if you haven't shipped it? If the part can't be found, the warranty company is supposed to replace the unit or compensate us with a check for it's value. But A&E is holding this claim hostage and the warranty company won't act until A&********** the claim work order. If I could talk to someone from A&E and get answers to my questions, then I would not be filing this complaint. But that is not possible. This company has terrible reviews on Yelp and on the US Consumer Affairs webpage. Please help me.*******************
Business Response
Date: 01/16/2023
January 16, 2023
Customer Relations
******* **********************
330 ****************, Suite #****
*******,******** 60611

Re: *******************
      File Number 18667196

Dear BBB Customer Relations:
Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We have completed the investigation of ****************** complaint regarding the problems he encountered with his range.

We would like to clarify that we are not the manufacturer or the obligor of his manufacturers warranty on his range. We are just the repair provider that his warranty obligor 1st AMR contracted to provide repairs to ****************** range so they could fulfill their warranty obligations.. Any questions or requests regarding the warranty coverage,including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is 1st AMR.

Upon receiving ****************** complaint we contacted the local service unit for assistance. Our records indicate that per GE and online search,the requested part, wall oven control board) is listed as obsolete for **** model and is no longer available, /discontinued. The technician closed the order on January 4,2023 and notified the warranty company. Since we have confirmed the report has been provided and no further assistance is currently needed, we have closed our file.
We apologize for any problems or frustrations that *************** may have experienced with A&E Factory Service.   We appreciate the opportunity to address the matter.
Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 01/17/2023

Complaint: 18667196

I am rejecting this response because:
    First ******** and myself were held hostage by this company for over two weeks. They are still using Covid as an excuse for slow or non-existant service. They took over 2 weeks to relay to First American that the part could not be located. During that time, they did not communicate w/ First American or myself even though I reached out to them several times. ************* was terrible and I am not satisfied with their response in which they abdicated all responsibility for the delay. If the rep had at least said that they were responsible (as they were), I would have probably accepted their response. But since they have not shown any responsibility, I cannot.
Sincerely,

*******************

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A & E Factory Services is BBB Accredited.