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

455 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:12/14/2022
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.
This is in regards to A&E factory service. service order ********. Service number 0008184********. Service date 11/17/22. Bill date 11/22/22. Nov 2022 I spoke with an A&E phone rep about my malfunctioning, five yr old GE refrigerator. I was trying to determine whether or not it was worth having a technician out to repair it so I asked specific questions about the cost of the part and the visit. The interior lights were flashing which can be indicative of a failing electronic control board so I asked her how much a new control board and the service would be. The A&E rep quoted me $169 for the diagnostic fee (to be taken off if I chose to have it repaired), $141 for the control board and $100 for the labor for a total of $241. I accepted the quote and scheduled an appointment.11/16/22 a service tech came to my home. Said I needed a new control panel. Part would be $369.82 plus tax, $435 labor, $6.95 fuel. Total almost $900. Tried to pressure me into buying a ***** home warranty on the spot. Said it would be cheaper. I would never have had him come out if ********** rep had told me the truth regarding the cost. I refused to pay the service fee of $169 as they had deceived me into making the appt.My refrigerator has since been fixed for under $200. Problem was a burned out LED bulb not the control panel.It is impossible to talk to anyone at A&E other than schedulers. One scheduler said he would credit me so I wouldnt have to pay $169. That didnt work. I have tried every number I can find making at least 30 phone calls. I have been told repeatedly there is no number to call, no customer service, no billing. The phone number on the bill doesnt work due to unforeseen circumstances. I mailed and emailed Transform MIDCO LLC a letter stating my case and asking to be contacted. I do not believe I should have to pay the $169 diagnostic fee as I never would have made the appointment if I had been given honest correct information by the scheduler.
Business Response
Date: 12/22/2022

*************************
Regulatory Complaints Specialist
Member Support and Compliance

Transformco
3333 *********************************************************************************, ** 60179
*************
Fax  (847) 286-1658
Email  *****************************************

December 22, 2022

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

       File number 18575060 -*****************************

Dear BBB Customer Relations:

We have completed the investigation of *************** complaint regarding the charges she was assessed to give her an estimate to repair her refrigerator.

When a customer calls us to schedule an in home repair, we inform them that we will provide them with an estimate to repair their appliance. If they accept our estimate that is the only amount they would owe, but if they decline our estimate, then they would owe us our diagnostic/trip fee of $169.00. As she says on her complaint, she was informed of those charges. Providing the estimate is in itself a service. ************** has to use time and fuel to travel to the home and then determine what is needed to repair the appliance. If we gave an estimate though with labor, that price would have included the diagnostic fee so that would not have been on top of that.

Regardless though, ************** declined our estimate which is certainly her prerogative but since we did provide her with the estimate that we said we would provide, we do not see that she is entitled to a billing adjustment of those charges. If our estimate was incorrect and it was not the control board that needed to be replaced then we would consider her request, If she provided the receipt from the other company that shows that it was something different, but not just because she declined to accept our services. With that said, since we informed ************** we would collect the trip charges and she refused to pay, this bill is valid. In that regard, we have closed our file.

We apologize for any problems or frustrations that ************** may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at *****************************************.

Sincerely,
*************************
Regulatory ************************************** Corporation
Customer Answer
Date: 12/27/2022

Complaint: 18575060

I am rejecting this response because:
As requested by *************************, the Regulatory Complaint Specialist, I have attached the receipt from Best Appliance, the company that actually fixed my refrigerator. As you can read, the problem was not the control board that A&E said it was but a burnt out light bulb correctly diagnosed by Best Appliance.
I happily paid Best Appliance for their fair, honest repair. I do not believe I should have to pay A&E anything as I was deceived into scheduling the appointment then given a fraudulent and very costly diagnosis.
Thank you BBB your continued help in resolving this matter.

Sincerely,

*****************************
Business Response
Date: 01/04/2023

*************************
Regulatory Complaints Specialist
Member Support and Compliance

***********
3333 *********************************************************************************, ** 60179
*************
Fax  (847) 286-1658
Email  *****************************

January 4, 2023

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

       File number 18575060 -*****************************

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding the charges she was assessed to give her an estimate to repair her refrigerator.

After receiving **************** rebuttal,. As a courtesy, we have closed the bill on January 4,2023, her account was noted as paid in full. So her bill was removed and if she receives any further correspondence dated after January 4, 2023, related to this debt she is welcome to email me for further assistance at ***************************** , we dont report our collection efforts so our billing would not have any impact on her credit history or score. 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 ************** may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at *****************************.

Sincerely,
*************************
Regulatory ************************************** Corporation
Initial Complaint
Date:12/14/2022
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.
This company was referred to me by Electrolux as I was having issues with their wall oven. The technician came out on October 17, 2022 (I'm pretty sure that's the date) and told me it needed a new part. The part was ordered- a new mother board for the oven- and on October 25th the oven was serviced. A new board was put in, I paid $781.36 for the service and the part and given a 90 day warranty. Within a month the original problem with the oven reappeared with the oven shutting down intermittently. I also noticed that the oven had not been screwed back into the wall and was hanging out. I called and rescheduled repair service. On November 30 another technician came out. He heard the problem, noted that the oven was not screwed in and told me that he could not singlehandedly remove the oven and s**** it back in. He called his supervisor to ask for a second person to come out to help. No one was available so he left and told me that another appointment would be scheduled. The company sent me an email indicating that the technician had left because I would not let him complete the job. I responded that this was not the case, that in fact the repairman had left on his own and was supposed to complete the repair. Since then I have gotten emails and texts from A&E telling me that a new appointment has been scheduled for my service and that they would text me when the repairman was on his way. This exact scenario has repeated itself 4-5 times already, with a series of texts and emails telling me the service is on the way, and nothing happening. I want my money back as the oven is NOT repaired, the company is unreachable, and the oven is still not properly screwed into the wall. Please help!!! This company appears to be a scam.
Business Response
Date: 01/03/2023
January 3, 2023
Customer Relations
******* **********************
330 ********************************************************************************* 60611

Re: ***************
File Number 18573588

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 recent repair of her oven and her request for a refund.

Upon receiving ************** complaint we contacted the local service unit for assistance. Our records indicate that the tech went to the home on December 22, 2022 and notated an intermittent problem and not able to complete the repair and instructed customer of the refund for previous repair. As of December 29, 2022, a refund for $781.36 was submitted. Since we have confirmed a refund is to be issued, 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: 01/06/2023

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:12/13/2022
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 purchased a kenmore upright freezer from Lowes on 8/1/2022. On 11/10/22 I contacted ************* to report that the freezer has stopped working. They send A&E Factory services out to my home on 11/22/22 to ***** the freezer and order the part that needs replaced. A&E has not shown up to replace the part yet. I personally have taken two days off of work for appointments on; 12/6/22 & 12/13/22 that they did not show up to and canceled at 5:00 PM the day of the appointment. You can not get anyone on the phone to talk to at the company and have given fake phone number to talk to a company about compensation for the loss of the food that was in the freezer.
Business Response
Date: 01/16/2023

January 16, 2023

Better Business Bureau
Customer Relations
330 *****************************************************************************

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. *********** complaint regarding the problem she encountered when she requested service for the Kenmore refrigerator.

It is unfortunate that we failed Ms. *********** expectations when she recently scheduled a refrigerator repair. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled such as technicians calls in sick, truck breaks down or the assigned technician was unable to complete route. While there are various factors that can cause this to happen, in Ms. *********** case, on December 6th the technician went home sick; and on December 13th the technician needed to spend a longer amount of time at one stop and was unable to complete his route. We apologize for any inconvenience or frustration this may have caused ************************. We would like to note that service was rescheduled for December 20, 2022 and no one was home. Then again on January 9, 2023, ************************ was not home again; ************************ has not returned our calls to reschedule. If ************************ would like to reschedule service to have the repair completed, she can contact me at ******************************* With that being said, since we have addressed the issue brought forth in Ms. *********** complaint, we have closed our file.

We apologize for any problems or frustrations that ************************ may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************.

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:12/12/2022
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 pump in my washing machine failed and the A&E technician made the diagnosis on 10/25/22. After ordering the part (by them), it was replaced on 11/9. In order to make an extended warranty claim, I need the diagnosis report and receipt, which they failed to provide in spite of requesting it four times by phone. Every time, I am given the runaround that they will sent it in ***** hours, and that never happens. Now, I am out the money which I could have been reimbursed, if not for the incompetence on the part of A&E.
Business Response
Date: 12/28/2022
December 28,2022

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 his dissatisfaction with the technician not providing copy of the receipt for cost for repairs on his washer.

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 ******************. The service unit replied that back on December 23, 2022, 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
Initial Complaint
Date:12/12/2022
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 was came to my house on Sept. 3 to fix refrigerator and freezer that stopped working. The tech name **************** Employee number *******. After receiving parts he returned and installed them. During this service i purchased ***** home warranty through A&E from Employee *************** repair, freezer started working but refrigerator did not. A new appointment was scheduled and Tech ********* showed up and ordered another part. After receiving the part an appointment was scheduled to installed on Nov. 28. Unfortunately my wife had a medical emergency and I had to cancel. When I tried to reschedule I was told account was closed and in order for them to come out I would have to open a new service order and pay. Meanwhile I'm here with the part and they are trying to charge me to re-look at the fridge but will not install part. Now mind you it has been three weeks of countless hours and multiple numbers that get you to know where but the phone being hung up on me. This place is a scam!
Business Response
Date: 12/29/2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Re: *****************************
18563679

Dear BBB Customer Relations:

We have completed the investigation of Mr. ********** complaint regarding completion of a repair for his refrigerator.

We show that Mr. ********** refrigerator parts were installed on December 13, 2022 with no issue noted therefore we are closing this case.

We apologize for any problems or frustrations that Mr. ********** may have experienced with Sears. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me at **************************************.

Sincerely,

********************************
Regulatory Complaint Specialist
*********************************************
Initial Complaint
Date:12/08/2022
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.
Our dishwasher was leaking, put in service request with home warranty 9/15/22. A&E Factory Services ******* was given the job. Ordered parts and put one of two parts on. Was unable to put second part on until a plumber fixed the valve. Plumber fixed it. They canceled the appointment the day before thanksgiving due to unforeseen circumstances. I called them and home warranty two to three times a week (no appointments available, transfer the job, cant transfer the job, promised people would call to schedule that never did, closed my service request because I canceled and didnt, claimed they couldnt get a hold of me, etc.) and finally got an appointment for 12/8/22. Received text confirmations and day off, received call that they canceled due to unforeseen circumstances. Was told no available appointments. Called home warranty to transfer job. After phone call, received confirmation that A&E is now coming 12/21/22. More waiting and more games. Dont trust they will actually come. We just want this last part on so the dishwasher can work!
Business Response
Date: 01/11/2023
January 11, 2023
Customer Relations
******* **********************
330 ****************.,Ste. #****
*******, ** 60611

Re: # ******** *****************************
Dear BBB Customer Relations:
We have not completed the investigation of ******************** complaint regarding the repairs on her dishwasher.

In order to investigate and respond, we contacted the local service unit for assistance. Wed first like to note that A&E Factory Service is just the repair provider that was contracted by ******************************** that is the obligor of the manufacturers warranty on ******************** dishwasher. Any decisions about the terms and conditions of her warranty coverage, including requests for compensation or replacements,dissatisfaction with the availability of parts from that manufacturer, or the refund or waiving of any charges for the repair being provided, would need to be directed to the obligor of her warranty. Our records indicate that on December 21, 2022, a technician was dispatched to ******************** home and repaired her dishwasher however, a week later ****************** had to schedule another repair appointment because the unit still wasnt working. We currently have her set up for service on Friday, January 13th, and we will have a better idea how we will proceed once we have assessed the dishwasher to determine what has failed.
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 Complaints Specialist
O: ************
Transform SR *********************************
Customer Answer
Date: 01/13/2023

Complaint: 18547309

I am rejecting this response because:

I am not contacting the warranty company because one, I do not know it since we moved in December 2021 and dont know and two, I have paid American Home Shield since June 2022 to have a home warranty in the event that something like this happens. The ***** tech came and told us he will let American Home Shield know the dishwasher is not fixable, but warned American Home Shield will probably refer us to another company. Ironic since they just told us they couldnt transfer it unless we paid another $125 service fee.
Called American Home Shield and was told the ***** tech told them the dishwasher is fine. That is completely wrong. I cannot use my dishwasher. It has an E 25 code. It does not start, it does not wash. It is not fixed. Plus, my basement is leaking once again. On top of that, American Home Shield hung up on me while on the phone.
I have paid them since June 2022. They are unwilling to help or replace my dishwasher at this point. It has been since September 2022 that I have not have a working dishwasher. At this point, I do not want American Home Shield to fix it. Instead, I now want my money I paid every month to have this service since September 2022 (I will be kind and not ask since June 2022) and the two service fees of $125 (service fee total of $250) reimbursed so that I can go out and buy a dishwasher myself. So once again, I want the monthly fee I pay every month since September 2022 plus that $250 reimbursed to me.

Sincerely,

*****************************
Business Response
Date: 01/21/2023
January 21, 2023
Customer Relations
******* **********************
330 ****************.,Ste. #****
*******, ** 60611

Re: # ******** *****************************
Dear BBB Customer Relations:
We have completed the investigation of ******************** rebuttal to the response we previously sent.
We have reviewed both our response and ******************** rebuttal, and we do not find that she has brought any new information to her complaint.

As stated previously, A&E Factory Service is just the repair provider that was contracted by American Home Shield, the company that is the obligor of the manufacturers warranty on ******************** dishwasher. Any decisions about the terms and conditions of her warranty coverage,including requests for compensation or replacements, dissatisfaction with the availability of parts from that manufacturer, or the refund or waiving of any charges for the repair being provided, would need to be directed to the obligor of her warranty. Should ****************** have any additional questions or concerns, she should direct them to the Obligor of her warranty; American Home Shield.
We apologize to ****************** and appreciate the opportunity to address this matter.

*********************
Regulatory Complaints Specialist
O: ************
Transform SR *********************************
Customer Answer
Date: 01/23/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I replied last time I accepted the response because my dishwasher was now being replaced by American Home Shield and I already ordered it. There was nothing else to complain about or to address. It was already being taken care of, but shows how all over the place they are with everyone not knowing the update on the case.

Sincerely,

*****************************
Initial Complaint
Date:12/07/2022
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 needed a microwave repair and it was still under the manufacturers warranty. We scheduled repair service through ** who sent out the technician. They scheduled the appointment promptly and the technician arrived within the four hour window. However, he didnt fix the microwave. He ********* problem but now the microwave didnt heat. So round two - we contact ** again to schedule another appoint. This happened on 11/14. On this date, I received an appointment time for 12/7/22 between 8 am - 5 pm. I was frustrated with the long wait time for an appointment but tried to be understanding with thanksgiving occurring in one of those weeks. Well, today (12/7) we waited, and waited, and waited for any communication about our service. Nothing! I tried to call their number but it immediately disconnected and said it was busy. I tired this four times and each time, same result. At 4:15 pm, I finally had enough and called ** for an update. Somehow they were able to connect with the company and informed us the technician would arrive at 5:51 pm. Again, I was frustrated but was just ready to get the microwave fixed. At 5:56 I get a text message that service is now scheduled for 12/23 anytime from 8:00 - 5:00!! This is absolutely ridiculous. Since the first appointment on 10/17/22 it will be over three months before someone comes out to fix the mistake that their service technician didnt fix the first time. We should be prioritized and waiting an additional two weeks is unacceptable.
Business Response
Date: 01/02/2023

January 2, 2023

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

Re: *********************
File Number 18541591

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 repairs she requires for her ** branded microwave.

We would like to clarify that we did not sell ************** her microwave nor are we the manufacturer or the obligor of her manufacturers warranty on her microwave. We are just the repair provider that ** contracted to provide repairs to **************** microwave so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage,including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is **.

With that said, upon receiving **************** complaint, we contacted the local service unit for assistance. Our record indicate that the service order was closed on December 22, 2022. The technician notated, the unit is being replaced. Since we have confirmed that ** is replacing the microwave, 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: 01/03/2023

Complaint: 18541591

I am rejecting this response because:
They did not address the technician NOT fixing the microwave the first time.
They did not address the issue of the day of the repair. They told us we needed to be home from 8 - 5. We waited around all day. The service provider NEVER showed up. My day was waisted. They never contacted us to tell us the service provider was going to be late.

When they rescheduled, it was two weeks later - totally absurd. That is the reason why we demanded a refund from **** because of their awful service. We would have just had it repaired.

Those are the main reasons I am unsatisfied with the businesses response .

Sincerely,

*********************
Initial Complaint
Date:12/05/2022
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.
Our ice maker in our refrigerator/freezer stopped working in August 2022. We tried to fix it ourselves, but could not resolve the issue. We called ********** Repair. They directed us to A&E Factory Services. The first available appointment was scheduled for 9/1/2022. They rescheduled that to later in the month of September. Half way through the day of our second scheduled appointment, they rescheduled AGAIN for 10/10/2022. The technician did arrive and repaired the freezer. But at the end of the day we realized that it was not working. We called A&E Factory Services again to have the technician return in the next day or two. They stated that he could not return until 11/2/2022. They never arrived that day and rescheduled for 11/21/2022. The technician arrived and was surprised it was not working. He was never informed to return to our home. He attempted to repair it again but found out another part was not working. He placed an order before he left our home. He stated that it would arrive within one week. It did not arrive, so we called A&E Factory Services again. They stated that our order/account was closed since it had been repaired so they claim. Also no part was ordered. Each time we call this company, we are transferred at least four to five times. Most recently it was six times before we received any help. They stated that the part will now be ordered and the technician will return on 12/16/2022 to complete the repair. We paid $429.47 on 10/10/2022. They immediately deposited our money into their company's account, but we still have an ice maker that is not working. They have taken our money and not fixed the problem. They are not to be trusted. Every time we call, we have an extremely hard time understanding any representative's English. We would never recommend this company to ANYONE!
Business Response
Date: 01/02/2023

January 2,2023

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 on the repairs of his washer.

Since ****************** was charged extra for this repairs by mistake, he was charged for a recall service that is covered under his 90 day service warranty. ****************** was provided a refund, the refund was processed on December 28, 2022, in the amount of $155.95. 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 ****************** may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at ***************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:12/04/2022
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.
Company was supposed to come out and look at a broken/defective washing machine in accordance with the manufacturer's warranty. But there is no way to actually get in touch with this company. I wanted to change the repair date, as we had plans that day, and the window was 9 hours! But the link in their text went to a website with an error message. So I tried calling the phone number on the page: ************, and it rang one and went to a "fast busy" signal. I looked up an alternate number through ******* but that number was ONLY a computer-phone, which searched the database for the number I was calling from and gave me an automatic response that the technician was expected to arrive between 7-4. So without a working phone number or a responsive text option ,I had no choice but to leave the repair as scheduled. We literally waited all day, from 7pm-4pm. At 4pm, I called that number again, and the auto-robot said that the window was now 4:30-6:30pm. So we canceled our plans for the evening and continued waiting. Then at 5:45, I called again and was told the window was 6:30-8:30. And we canceled the theater tickets we had for the evening because we'd been told by the manufacturer that if they show up for the service call and no one was there, they would charge us for it. Then finally, at 7pm, they sent a text saying that they were canceling the service and rescheduling it for Monday. I now believe the whole operation is a scam. Their refusal to have an actual human that is available to take calls and questions raises a big red flag about this company's authenticity.
Business Response
Date: 12/22/2022

December 22, 2022

Customer Relations
******* **********************
330 ********************************************************************************* 60611

Re: *************************
      File Number 18522091

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 she requires for her ** branded washer.

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

With that said, upon receiving ******************** complaint, we contacted the local service unit for assistance. Our records indicate she called for service on December 2, 2022 with a scheduled appointment for December 3, 2022. The technician wasnt available and the appointment was rescheduled for December 5, 2022. The technician dispatched to the home closed the service order on December 5, 2022. He notated the customer dont want repair,wants replaced, he called and advised **. Since we have confirmed with the service unit that no further assistance 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: 12/22/2022

Complaint: 18522091

I am rejecting this response because:

This complaint is about the repair service itself. It was never about the defective washer, which has been addressed by the manufacturer. My complaint is about A&E's utter lack of customer service while I was trying to schedule my repair. The business response states that I "called for service on December 2, 2022 with a scheduled appointment for December 3, 2022. The technician wasnt available and the appointment was rescheduled for December 5, 2022. The technician dispatched to the home closed the service order on December 5, 2022."
What the response does NOT say is that I waited from 7am to 8pm in my home for the technician with no way to get in touch with an actual person to find out the status of the repair window. The system is automated, and the computerized responses kept changing, telling me first that the technician was 2 stops away, then 6 stops away, then on his way, then 4 stops away. First, the repair window was between noon and 3pm, then it was between 3:30 and 6:30, then it was between 7-10pm,. And then it was just rescheduled without any regard for my schedule. The only "real people" on the other end of the phone are in an offshore call center, and they are unable to answer any questions; instead, they read from scripted talking points and could not actually answer any of my questions about timing or status of the technician. I do not need a resolution from this company since my defective washer has since been replaced. However, I want this complaint on the record against a company that needs to learn how to provide customer service.

Sincerely,

*************************
Business Response
Date: 01/02/2023
January 2, 2023

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

Re: *************************
       File Number 18522091

Dear BBB Customer Relations:

We have completed our investigation of ******************** rebuttal to the response we previously sent.
We would like to apologize to ******************** for failing her 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 her that her 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.
Again, we apologize to ******************** and appreciate the opportunity to address this.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 01/06/2023

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:12/01/2022
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.
In August and September of 2022, A&E was scheduled to complete warranty services to my range by GE. Again, this repair was for a warranty service. The company then billed me for the service. I notified both GE and A&E that I did not owe any money for the repair and that GE would settle any remaining balance. ** agreed and attempted to contact A&E multiple times.I was then referred to a collections agency by A&E for nonpayment. Again, contacting the company directly is nearly impossible and when I finally reached the call center, I was told the issue would be resolved on both A&Es end as well as the collection agencys. However, today I received two notifications from the collection agency again attempting to collect this debt. A&E refused to put anything in writing, when I asked them to do so. Given the new letters Ive received from the collections agency, I am again requesting they resolve this issue and provide evidence that they have done so.
Business Response
Date: 12/21/2022

December 21,2022

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 bill received for the trip charges on his range.

First, we would like to apologize to ****************** for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience. We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.

Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, this bill was closed out incorrectly and generate the bill to ***************** instead of GE. We have reach out to our accounting department and we were advised that this bills one was closed on November 17, 2022 and the second one on December 3, 2022. We dont report our collection efforts so our billing would not have any impact on her credit history or score. 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 or problems whenever possible. If you have any further questions, you *** contact me at *****************************************

Sincerely,

*************************
Regulatory Complaints Specialist

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A & E Factory Services is BBB Accredited.