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 has 11 locations, listed below.

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• 

  A & E Factory Services

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

  
• 

  A&E Factory Service

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

• 

  A & E Factory Services

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

• 

  A & E Factory Services

  597 E Ordnance Rd Glen Burnie, MD 21060-6555

• 

  A & E Factory Services

  PO Box 00 Piedmont, SC 29673

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: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.

  I have an extended warranty for my major appliances (washer/dryer) through ****************** who contracts their services with A&E repair. I filed a claim Dec 4 2022. A&E was contacted & I was told by ** they had availability Dec 5. A&E didnt schedule an appointment until Dec 12 and that was only for diagnostic. Upon their diagnostic evaluation their technician said my ventilation wasnt sufficient for my dryer (meaning for my home). **Ive lived here for 17yrs and Ive had multiple dryers, this is the first dryer that hasnt worked properly AND since his diagnosis weve had two different heating/cooling companies with actual HVAC degrees come out and state in less than better terms the gentleman; who has on the job training to repair appliances; is less than qualified to evaluate a homes HVAC systemso Ill move on from that. So he basically did nothing to repair my dryer, I have had to file another claim and another appointment is scheduled Jan 4th but that took FOREVER because A&E never closed the claim so I was on the phone for days/multiple hours with Asurion/HD/A&E/** just to get this appointmentone month of a non-working dryer that is under warranty! Now onto my washer. The same man diagnosed issues and ordered parts which he stated wouldnt arrive until Dec 22nd. I called and stated that was unacceptable. ** had the parts expedited and they arrived within a few days. A&E stated they would move their appointment to Dec 22nd for repair-the man NO showed! His time frame was 8am-5pm which I took off of work. They stated they wouldnt be able to return until Jan 23rd 2023! Again, they wont close the claim so I can have my warranty company complete a buy-out. I hired my own repair person to repair the parts he orderedhe didnt even order the correct items, its a sensor! This company is incompetent! The new parts are installed but the washer isnt working because he didnt even diagnose correctly!

  Business Response

  Date: 02/05/2023

  Please see the attached response.

• Initial Complaint

  Date:12/30/2022

  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.

  On around Dec 15 my dishwasher started throwing a H2O code we did everything the book said didn't help so I contacted GE as still under warranty they use A and E . First Appt Dec 21 they canceled and rescheduled for Dec 29 between 8 am and 5 pm . I set in my home all day get a call from the tec he said I can't get there by 5 do you still want me to come I said yes! Been waiting all day . That seemed to.pee him off he showed up about 520. *** in with a attitude didn't listen to what I was telling him.the dishwasher was doing he started the dishwasher lit it run for a few cked for leaks. About 30 min later said hasn't thrower code I can't fix it without code he left so I get up Dec 30 put dishes in at breakfast started it it ran but 10 min shut off. Restarte ran about 15 min shut off. Restart again ran 22 min thrower H20 code called GE they contacted Aand E which sent.me an.appt for Jan 5 UNACCEPTABLE they never fixed it or actually didn't do a thing on Dec 29

  Business Response

  Date: 01/11/2023

  
  January 11, 2023
  
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: *********************
         File Number 18662478
  
  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 Mr. ****** complaint regarding the repairs he requires for his GE branded dishwasher.
  
  We would like to clarify that we did not sell ************** his dishwasher and we are not the manufacturer or the obligor of his manufacturers warranty on his dishwasher.We are just the repair provider that GE contracted to provide repairs to Mr. ****** dishwasher so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is GE.
  
  Upon receiving his complaint, we contacted the local service unit for assistance.  Our records indicate that a technician is currently scheduled to go to Mr. ****** home on January 17, 2023 to service the dishwasher.    
  
  We apologize for any problems or frustrations that ************** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18662478
  
  I am rejecting this response because: Yes they were to come to my house on Jan 5 window 8am to 5pm  at 530 no one showed so I called I. And the person told me the tech would be at my house at 620 he was running late ok at 545 pm I get a text my appt had been rescheduled  until Jan 10  8 am to 5p.  On Jan 5 at 445 I get a call saying the rescheduled  my appt to Jan 17  I have been rescheduled  3 times since Dec 21 and on Dec 29 a tec did come to.my house and did absolutely nothing but take kick plate off ck for leaks and ran or for a few  said no code if no code he couldn't fix it he left next morning I put dishes In and started in 10 min it cut off  repeated again shut off 3 rd time it ran 17 min and throwed a H20 code    all of the reply that they gave is absolutely  rediculas supplies and etc means nothing when I have lost 36 hours waiting on this place  to even show up I actually told GE they shouldn't pay them !!!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/27/2022

  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.

  My dishwasher failed to operate and i called American Home Shield for a repair. i initially had a repair date of 11-07-22. when the repairman arrived he found i needed a main board replaced. it took until my next repair date of 12-16-22 for the part to arrive. When the second repairman arrived he discovered that an additional part needed to be replaced. the part arrived and my second repair date was 12-27-22 between 1pm and 5pm. i am writing this as of 6pm on the 27th. No repairman, no phone call of any kind, no status. This is the poorest customer service i have ever received. The work order number is ********.

  Business Response

  Date: 01/12/2023

   January 12, 2023
  
  Customer Relations
  ******* **********************
  330 ********************************************************************************* 60611
  
  
  Re:  *********************
         File Number 18647603
  
  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 ************** complaint regarding the repair he requires for his GE dishwasher.
  
  We would like to clarify that we are not the obligor of the warranty on his dishwasher. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Mr. *********** dishwasher so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is American Home Shield (AHS).
  
  Upon receiving ************** complaint, we contacted the local service unit for assistance.  Our record indicates that the repair order was canceled by ************ on January 4, 2023.  Should additional service is needed, he would need to create a new service order with his warranty obligor, American Home Shield.  Accordingly, we have closed out 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:12/24/2022

  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.

  We had service done from A&E and it left our fridge worse then when we called about it to get it fixed. The person we had came in first was disrespectful to the rules we had in the home (no shoes), and the decorations in the home we had for the holidays. He claimed that it was an evaporator fan motor. It was supposed to take over a week to get here but it came in early. So we ended up changing out appointment for the person to come back sooner. When he did come back he did not want us in the kitchen when we heard concerning sounds he was making with the fridge. He was chiseling at the ice in the fridge with a s**** driver. He had said that the fridge was thawing out after the put the new fan in. But left the freezer on high, refreezing the water that needed to thaw out. This caused the problem that we had called for the service to reappear, and is now ruining the freezer and fridge. The person told us that in 24 hours the fridge would be back it its normal temperature but we could use it now. The fridge ran for over 24 hours (and is still running) and it has only gotten 4 degrees cooler before it started to warm up again. We are not getting a complete run around with the warranty service, and they do not want to honor the warranty. And there is no way to get a a hold of A&E, it is all automated.

  Business Response

  Date: 01/31/2023

  January 31, 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 December 22, 2022, for the refrigerator. If ************** is dissatisfied with the service technicians findings, she may go back to open a new call as we have performed repairs to her refrigerator 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 ************** on behalf of A&E Factory 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
  A&E Factory Service

  Customer Answer

  Date: 02/01/2023

   
  Complaint: 18635960
  
  I am rejecting this response because:We have had this service company come to our house four times now and they still have not fixed the refrigerator. They keep on replacing different parts such as evaporator fan motor, thermostat and next week they will be seeing if it is a blade or tower that was not working. We have been without the refrigerator for over a month. It seems like they are guessing at what is wrong. The tech told us they will keep on replacing parts even though the lowes warranty company said after three visits we would get a new refrigerator. ****, the ********* to come here last week, was extremely rude to us and he said he would walk out the door because husband was talking about how **************** at our refrigerator with a s**** driver the first time he came here. The company is terrible and all want is it fixed without **** coming into our house.

   

   

   

  
  
  Sincerely,

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

  Business Response

  Date: 02/23/2023

  February 23, 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 Ms. ****** rebuttal and do not find that she has brought any new information to her complaint. We understand she remains dissatisfied with the service she received, however as stated in our previous response we performed repairs to her appliance as an authorized service provider for her warrantor. If ************** is still seeking service, she will need to open a new call through 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

• Initial Complaint

  Date:12/21/2022

  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.

  My home warranty hired this company to come out and fix my dishwasher. The car used a pocket knife scarrwd the inside of the dishwasher which was stainless all over. Scratched the c*** out of the propellers. Didnt even change out the filter which was super clogged then processed to stuff the unit with paper and clogged it up so it wouldnt drain. I got photos. Then I called to complain they sent me to their insurance company. ******** has regular photos of this and for a year has done nothing. I am boiling mad. I want my dishwasher back. I want this resolved. They pretty much owe me a new dishwasher now.

  Business Response

  Date: 01/06/2023

  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re:  ******** *****************************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ****************** complaint regarding her service experience.
  As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears.  ******** has been entrusted by ***** to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumers claim.  The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ********* actions; their decision on any claim is final.  In the interim, since ****************** already has a ******** case we have forwarded this issue to our contacts at Sedgwick and requested they address this issue as soon as possible.
  The issue is being handled through a standardized claim process with ******** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, therefore we have closed our file.
  We apologize to ****************** and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  
  ********************************
  Regulatory Complaint Specialist
  *********************************************

• Initial Complaint

  Date:12/20/2022

  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.

  A&E has been to my home and serviced my two dryers. Service order #'s ******** and ********. I have a third party appliance warranty on these dryers. I paid for the repairs when service was rendered. In order to be reimbursed for these charges I need a detailed invoice for the work done. The one time I was able to reach a human being by phone, I was assured that detailed invoices would be emailed to me. All they sent me were payment receipts, no details, no part #'s, no breakdown of charges, etc. I have called them back more than a dozen times and no one picks up. All I get are automated options, no human being to speak with. As of now, I am out $585.25 that I paid to A&E.

  Business Response

  Date: 01/09/2023

  January 9, 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 ****************** complaint regarding his dissatisfaction with the technician not providing copy of the receipt for cost for repairs on his dryer.
  
  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 ******, 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: 01/16/2023

   
  Complaint: 18616797
  
  I am rejecting this response because:

  
  

  A&E sent me six emails on January 6, 2023 regarding Order # ******* ********. Each one said something  a little different. The bottom line is that on 12/20/2022 I paid them $516.50 by Mastercard up front for repair to my dryer. When the service technician came to my home on January 6, 2023, he was not able to fix the problem and said that my charge for the visit was only $6.95. I am waiting for a refund to my Mastercard of $509.55. I just got off of a 47 minute phone call with A&E. They are "requesting" a refund to my Mastercard, but were not able to put that in writing by email to me. This entire process with A&E has been extremely frustrating. The last thing I want to do is to have to call them back for a very lengthy phone call (assuming I can reach someone with which to speak). In the past when I have called, I was not able to reach a human being no matter how many times I tried and no matter how many voicemail prompts I tried. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/23/2023

  January 23, 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 ****************** complaint regarding his dissatisfaction with the technician not providing copy of the receipt for cost for repairs on his dryer.
  
  Upon receiving ******************** rebuttal, we reviewed the notes in our service regarding his dryer 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 *****************************.  With that being said, since we did provide Mr. ************;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: 01/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. A&E has finally refunded the money due to me. It is sad that it took such an extraordinary amount of time, effort and persistence to achieve this. Unfortunately, I believe that unless I had followed up so carefully, that I would have lost out on a huge amount of money due to me. I am thankful for the intervention of the BBB in helping to resolve this problem.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had three appointments cancelled by this company. Every rescheduled appointment is two weeks out. I have been without my washing machine for more than a month.

  Business Response

  Date: 01/05/2023

  January 5, 2023
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re: ***************************
         File Number 18613896
  
  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 ********************** complaint regarding the problems she encountered with her Electrolux washer.   
  
  We would like to clarify that we did not sell ******************** her washer nor are we the obligor of her manufacturers warranty on her washer.We are just the repair provider that **********************-Centricity (BWG)contracted to provide repairs to ********************** washer center 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 **********************-Centricity (BWG).
  
  We did initially accept the contract from our client ********************** to repair ********************** washer.  Upon reviewing her complaint, we contacted the local service unit for assistance.  Our record indicate that the technician dispatched to the home on January 5, 2023, notated that the washer needed an inlet valve & gasket.  The technician ordered the parts and rescheduled the return visit for January 20, 2023.      
  
  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: 01/09/2023

   
  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:12/16/2022

  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.

  Issue one: Occurred in ****, our washing machine stopped working. Tech came, alleged that the ********************* failed and condemned the whole machine. The machine was purchased in 2019. While ***** refunded our money for the cost of the machine, the particular model was no longer sold. The next comparable model cost us twice the amount. After some investigation, I was able to take about $.01 worth of rubbing alcohol, cleaned off the touch sensor near the **** and machine works fine, I had to replace NOTHING. This failure to properly diagnose the issue legitimately cost us $600 dollars during the pandemic. Issue two: We purchased our refrigerator in mid 2022. It showed up with a damaged water line hose in the section leading to the dispenser itself. Lowes replaced the part. In October we began having a small water leak at the dispenser. We had tech come on 10/13 (repair window of 8am-5pm). The tech came out, "determined" we needed a new pump/valve assembly and "ordered" the part. We were told to reschedule an appointment when the part came. The part took weeks to come, we scheduled the followup on 11/30. We were given another 9 hour window for tech (8-5). The tech never showed up and never called us to tell us wasnt coming. We called to reschedule. The next appointment was for 12/14. Again, given a window of 8-5, tech showed up around 3:45. The tech replace the part, and the fridge still leaked. The tech told us it was the filter and they would do no additional service until that was replaced. I replaced the filter tonight and the water still leaks. The issue was not the pump/valve, the issue is a simple kinked water hose (which is now cracked) in the same location as before (it's a known problem with this model). Had the tech taken BASIC steps to diagnose this, it could have been repaired back in Oct with simple new 1/4 water line. I did not repair/diagnosed myself because i didnt want to void warranty. This in total has cost us 6 full days of work and $500

  Business Response

  Date: 01/02/2023

  
  January 2, 2023
  
  Customer Relations
  ******* **********************
  330 ********************************************************************************* 60611
  
  Re:  *************************
        File Number 18602411
  
  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 **************** complaint regarding the repair he requires for his Frigidaire branded 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 Frigidaire 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 Frigidaire.
  
  In order to investigate and respond, we contacted the local service unit for assistance.  We received the following response from the Territory Manager at the local unit:
  Tech ordered water valve on 10/13/22, valve was on backorder and was rescheduled. On 11/30/22 call was on Tech Nizam where customer indicated part hasnt arrived and tech rescheduled noting the account requesting rescheduling. Finally part was sourced locally and installed on 12/14/22 and ticket was closed. Based on the history available the call was rescheduled two times total for backordered part.   On 12/23/22-SO# ******** Customer refused service when tech called in to update ETA and mentioned they have contacted Frigidaire to assign another company other than A&E/Sears. Tech is calling Frigidaire to document and will complete the ticket. 12/29/22.
  
  Since we have confirmed with the Territory manager that no further service is 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 this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18602411
  
  I am rejecting this response because:

  The response is at best misinformed, and at worst untruthful. To be clear, my complaint was not specifically about the original time periods it took for the part to come in and I was very clear that the repair appointment could not occur until the part came in. I am also aware of the supply chain problems. Again, this was not my complaint. In fact the response did not address the core issues I have. A&E did not take accountability for the issues I mentioned as proven by the statement in the first paragraph which states we are sorry for any inconvenience the pandemic may have caused. My complaint is the following:

  - A&E has on two occasions come to my house to repair an appliance and failed to do so. The techs did not take simple steps to determine if the issues were caused my minor problems and ASSUMED failures. In the case of my washing machine, they told me it was unfixable only to find out that rubbing alcohol was the solution. In the case of my refrigerator, they replaced a pump when in fact, the issue was a broken water line (a known problem with the appliance) which could have been identified if the tech had taken a simple look at the top waterline Inlet and diagnosed the issue based on the symptoms presented.

  - A&E gives a 8 hour appointment window. We contacted A&E when the part came in, set up an appointment and waited around for the tech who never showed up, nor did they call. The response states that the tech called to verify if the part was in is simply not true. 
  - A&E when the tech replaced the part, the water continued to leak. The tech told my wife that this was an issue with the filter and that no other repairs would be done until we replaced the filter. The leak was the exact same as when it was originally diagnosed so how and why the tech determined after replacing the pump that the leak was the filters fault now without even considering the water line as the problem is amazing to me

  -A&E did NOT call me to set up the appointment for the 28th nor did I call them. I attempted to set the appointment up with ********** however the call got disconnected and I was unable to wait an addition 1.5 hours on hold to reconnect. I was never told a date, nor would I have agreed to that date due to my work schedule. Again, I refused the tech when he called on the day of the appointment because I had to work and NEVER agreed to the appointment.

  As you will see from my original complaint, I am not seeking compensation. I simply wanted ****************** correctly, and to SPEAK DIRECTLY with a representative with A&E so I could help them improve the service they provide to their customers. None of that occurred as a result of actions taken by A&E.. I have contacted another repair company through Frigidaire and that company was able to properly diagnose and address the issue on their first visit. 
  

  I continue to be willing to speak with A&E about improving their service however based on the lack of attempts to contact me directly to resolve this, it appears that their customer service is only interested in providing excuses and blaming the pandemic. I stand behind my original complaint and unless I speak with someone directly with A&E would advise anyone looking for appliance repair to NOT use A&E as they are part changers, likely profit from misdiagnosed repairs, are not interested in providing customer service, and refuse to take accountability. A&E has cost me a significant amount of money.

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

• Initial Complaint

  Date:12/16/2022

  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.

  A&E Factory Services came to my h house and diagnosed the problem with my ice maker. I paid in full for the part and labor for the repair. I need more information about this repair to provide to my home warranty company to be reimbursed for what Ive paid, but can not get ahold of anyone, through any number listed. If I can not be reimbursed through my home warranty company, then I need to cancel the service and be reimbursed what Ive paid, minus the part and initial visit for diagnosis. *** tried for days to reach someone about this, to no avail.

  Business Response

  Date: 12/22/2022

  December 22,2022
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  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 ****************** complaint regarding her dissatisfaction with the technician not providing copy of the receipt for cost for repairs on her refrigerator.
  
  herFirst, we would like to apologize to ****************** for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience she 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 ******************. The service unit replied that back on December 22, 2022, that **** was emailed to her.
  
  If she have any questions, she are welcome to contact me via email at ****************************** With that being said, since we did provide ****************** with her requested resolution, we have closed our file. 
  
  We apologize for any problems or frustrations that ****************** 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: 12/27/2022

   
  Complaint: 18600583
  
  I am rejecting this response because:

  I will wait to see that this matter is resolved prior to accepting the response.

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

• Initial Complaint

  Date:12/16/2022

  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.

  We were assigned A&E via AHS warranty for a dishwasher repair. On October 24 and December 16, the A&E contractors were scheduled for an 8-5 window. On both days in the afternoon, with no explanation, A&E cancelled appointments because there was no available service providers. In the morning of December 16, ***** a customer service rep for A&E confirmed that someone would come between **** named *****************************. Then we received notice that appointment was cancelled. The "next available rep" is an appointment on January 5. This is a pattern similar to what we dealt with in October. I alerted the warranty to no longer assign this company to claims. It seems as though this business advertises ability to do services in the **********, ******* area but does not have the staff to service the area. My reason for thinking so it because the number provided on the ***** Home Services ********** website *************) is disconnected. My request is that they stop advertising their ability to service this area to American Home Shield and other warranty services so that others do not have to deal with this unprofessional and unreliable service.

  Business Response

  Date: 12/21/2022

  December 21, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re:  ***************************
         File Number 18599998
  
  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 Mr. ******** complaint regarding the problems he encountered with the dishwasher repair.     
  
  We would like to clarify that we are not the obligor of his warranty on his dishwasher. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Mr. ******** dishwasher so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is American Home Shield (AHS).
  We would like to apologize to ****************** for failing his expectations.  This is not ***** normal way of doing business, and we are truly sorry for any inconvenience we may have caused him.We would like to assure him his concerns have been taken very seriously, and an investigation will take place to ensure we improve from this member experience.  ***** welcomes this type of feedback from our members as it allows us an opportunity to improve performance, a policy, or a process.
  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
  *******************************************