Complaints

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

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• 

  A & E Factory Services

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

  
• 

  A & E Factory Services

  3333 Beverly Rd E5-377a Hoffman Estates, IL 60179-0001

  
• 

  A&E Factory Service

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

• 

  A & E Factory Services

  639 Gravois Bluffs Blvd Ste B Fenton, MO 63026-7740

• 

  A & E Factory Service

  P. O. Box. 740094 Louisville, KY 40201

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

• Initial Complaint

  Date: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.

  12/01/2022 - Thursday. ** washer broke, ** sent someone from A&E factory repair in **********, **, his name is *****. The person never came inside and was extremely rude. I have no way of contacting this place to get it sorted out.

  Business Response

  Date: 01/11/2023

  January 11, 2023
  Customer Relations
  ******* **********************
  330 ****************.,Ste. #****
  *******, **  60611
  
  Re:  # ******** *********************
  Dear BBB Customer Relations:
  We have completed the investigation of ****************** complaint regarding the repairs on his ** washing machine.     
  
  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 **, the company that is the obligor of the manufacturers warranty on ****************** washer.  Any decisions about the terms and conditions of his 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 his warranty.  Our records indicate that on January 6, 2023, a representative from our service unit spoke with **************** and advised him to contact ** and arrange for a new service authorization so a technician can return and complete the ****************** service has been scheduled,the repairs on ****************** washer will be completed.
  
  
  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: 18510189
  
  I am rejecting this response because:

  We still haven't had one technician to look at our washer/dryer. They keep telling us they'll wave part fees and we only have to pay labor, but when the technicians call us they tell us they have to charge for the part. We are still waiting in a supervisor to respond. Its been almost 2 months. This is pathetic. If you hire a company to do a job, you should make sure they do it.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/23/2023

  January 23, 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 he has brought any new information to his complaint. 
  
  As stated previously on January 6, 2023, a representative from our service unit spoke with **************** and advised him to contact ** and arrange for a new service authorization so a technician can return and repair his washer.   A&E Factory Service is just the repair provider that was contracted by **, the company that is the obligor of the manufacturers warranty on ****************** washer.  Any decisions about the terms and conditions of his 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 his warranty.
  
  We apologize to **************** and appreciate the opportunity to address this matter.  
  
  *********************
  Regulatory Complaints Specialist
  O: ************
  Transform SR *********************************

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AE Factory Service in Marin county did not show up for scheduled appointment. They list a phone number for customer service but its an automated message that gives wrong information. No one to talk to, no response, no service.

  Business Response

  Date: 12/21/2022

  
  December 21,2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  
  Re:  ***************************
        File Number 18491364
  
  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 **************** s complaint regarding the repairs she requires for her ** branded refrigerator.
  
  We would like to clarify that we did not sell of **************** her refrigerator and we are not the manufacturer or the obligor of her manufacturers warranty on her refrigerator.We are just the repair provider that ** contracted to provide repairs to Ms. ******* refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is **. 
  
  Upon reviewing Ms. ******* complaint, we contacted the unit for assistance.  Our records indicate that the technician completed the refrigerator repair on December 6, 2022. The technician notated the compressor was replaced and the operations tested okay.  Since we have confirmed with the technician the refrigerator is in working order, we have closed our file. 
  
  We apologize for any problems or frustrations that of **************** may have experienced with A&E Factory Service.  We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• 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.

  I called the Frigidaire, to fix my ice machine. I bought ********** years ago the appliances including the fridge were in the house when I bought it. My ice machine just quit or king 2 weeks ago. I went online to see if I can fix it. I knew what the problem was as, I troubled shoot it myself. Found out it was the inlet valve for the freezer. The rep wanted to do the trouble shoot with me, I understand its for thier verification. She finally put me on hold to talk to a tech. I was on hold for 30 mins. Then she came back to me, Stated They be out by Dec 12 between 8 am to 5pm. I asked what would it cost she said 98 for the service charge. I asked how much be for labor. She put me on hold again. Told me since I do not have a warranty, I would have to call them directly. She has put me on hold 3 to 4 times during this call. She gives me a phone number and I said who is this for she said A&E factory services. So i said ok. That was the end of that call. The call lasted hour and half. So I called the number she gave me. The rep told me it be 109 service charge so I thought maybe because I dont have a warranty. So I started to ask questions. Is that for labor ? How much is labor He couldnt tell me. I said why, how do you not know the labor cost? He said I dont know what our techs charge they charge diff prices. So now I am real confused so I asked is this a third party tech? He said yes. So I asked to be transferred he said I can not. So I asked for thier number or company name he said we dont have that info? He said we dont have the prices for our A&E techs. So thinking this guy does not have his story straight with who techs they are. So maybe hes new. I asked for a manager he denied me a manager and hung up. I called back Different rep this time and this time they wanted my account number and I said no I want to speak with a manager he so no we are denying you a manager. I asked why, then he hung up. I called back and had my mom on the phone as I needed a whiteness they wanted my account number denied me a manager and when asked why they deny me a manager they just told me we will not transfer you to one and no reason on why when I asked. I told them I would get my lawyers involved and contact the police as this sounds very crooked. The reps at A&E are rude, dont help, want your account number and dont want to provide a manager when asked.

  Business Response

  Date: 12/21/2022

  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re:       *************************
              18490386
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of ******************** complaint.
  
  Our research shows that ****************** does not have any service or warranty agreement with ***** and or A&E which is a subsidiary of ***** Home Services. Therefore he is able to use any service company he wants if he does not like our business practice of only providing a full diagnoses,including labor, from a full physical review by a qualified service technician.
  
  Since we dont show that ****************** paid for any services or information, neither ***** nor A&E owe ****************** any refunds for repairs. That being said since we have noted ******************** feedback we have closed this case.
  
  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 Complaint Specialist
  *********************************************

• 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.

  I purchased a ****** appliance protection plan back in November of 2017 for our 4 GE appliances we purchased. Within the first year we had to have a technician come out for our refrigerator because it was molding all of my food that I placed on the left side of fridge. The technician came out and was absolutely clueless. He was there for hours and googling etc to figure out how to fix. Finally brought out a part a couple weeks later and had to empty the entire contents of the refrigerator two times to fix. It was a fiasco. He left and we still continued to have same problem, but decided not to do anything about it b/c we felt they didn't really know what they were doing. In 2021 our water/ice went out, so they replaced panel. Less then a year later, (Oct 2022) same issue happened. I called A & E and he "fixed" in Nov 2022. Had him look at the molding issue and he ordered the same part the first guy ordered years prior. They have not shown up 4 times when supposed to, meanwhile my husband took 4 days off, WITHOUT PAY to wait around only for them to text me, NOT CALL. to reschedule to a different date. I have contacted ***** and they tell me they can't do anything. I have called countless times to A & E and I have never spoken to an American. I can barely understand the so called supervisor and they have Promised to email me within 2 days about just buying back the refrigerator since it's been repaired so many times. I have spoken to 2 so-called "supervisors" both telling me i'll get a call or email stating what their findings are. Still nothing 11 days later. The hours upon hours I've wasted trying to get my issues resolved is ridiculous. There are several items in my contract they are not honoring as well. I am supposed to get 1/2 off water filters and I called to get the claim started and they told me I could only get $100 for this year because they can't backdate. NOWHERE in the contract does it state you have to file that year only. Beyond Upset. Terrible

  Business Response

  Date: 12/21/2022

  December 21, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re: *********************
         File Number 18489120
  
  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 problems she encountered with the refrigerator.
  
  We would like to clarify that we did not sell ************** her refrigerator and we are not the manufacturer or the obligor of her manufacturers warranty on her refrigerator.We are just the repair provider that Lowes contracted to provide repairs to her refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is Lowes.
  
  With that said, upon receiving Ms. ****** we contacted the unit for assistance.  Our records indicate that service order scheduled for December 7, 2022 was canceled by *********************.     Since we have confirmed with the service unit that the order has been canceled and 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 assist with this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************
  

• Initial Complaint

  Date:12/01/2022

  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 sent out techs to repair our washer but the ********* that came out said it was not repairable and thar our warranty company would be contacting us about it. Well instead A&E closed the ticket out (so they would get paid) and now refuse to send the **************** and update stating that the tech deemed it not repairable. We have called several times and get a different story every time as to why it was closed and what the techs notes say. When we bring up the discrepancies in what we are being told the customer service reps then hang up in us (it has happened 4 different times). We need that correct note sent to the warranty so that we can get a refund or replacement washer. We have not had a washer since September 21st thanks to A&E's incompetence.

  Business Response

  Date: 12/22/2022

  December 22, 2022
  Customer Relations
  ******* **********************
  330 *************************************************************************************************************************************
        File Number 18489302
  
  Dear BBB Customer Relations:
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed the investigation of Ms. ******** complaint regarding the recent repair of her Maytag 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 Assurant contracted to provide repairs to Ms. ******** washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is Assurant.
  
  Upon receiving Ms. ******** complaint we contacted the local service unit for assistance. We received confirmation from the technician advising that he contacted Assurant and provided the diagnostic report on December 22, 2022 and the representative confirmed Assurant will be in contact with ****************** within 24 hours.  Since we have confirmed the report has been provided and no further assistance is currently needed, we have closed our file. 
  We apologize for any problems or frustrations that ***************** may have experienced with A&E Factory Service.   We appreciate the opportunity to address the matter.
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 12/27/2022

   
  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 but only because Assurant and ****** handled the situation. 
  
  Sincerely,

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

• Initial Complaint

  Date:11/30/2022

  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.

  It is now 11/30, and my fridge has only worked for about 3 weeks since it went out at the end of May 2022. A&E came out in June after a few reschedules on their part, replaced the compressor. Said everything else looks good. ****** stopped making ice after three weeks and I noticed the temp starting to creep up. Since I knew they were short staffed and there was about a month wait, I went ahead and called the warranty company and got on the list. After more reschedules, another service tech came out at the end of July and saw dye on the condenser. He was puzzled as to how coolant could be over at the condenser. I told him that's how refrigeration works. Said he didn't hear any leaks and pressure test was good (I told him multiple times he had the valve closed). He was about to just fill it up with coolant and hope for the best, but after 20 minutes, he decided to use the bubble spray (which was sitting in front of him). Saw that there was indeed a leak. Had to order parts and get another service scheduled, which took an hour while he sat in his truck.After additional reschedules, another tech came out to replace the condenser on 11/3. When he left, he said everything looks good. No leaks. He left solder beads on the floor and put a few burn marks in the new wood flooring in front of the fridge. The fridge stopped working again within two hours after he left. Had to issue a recall on the service and get yet another service scheduled.The same tech came out on 11/29, found the leak in the high pressure line right away. Went to seal it up and ran out of acetylene. Called supplier to see if they could deliver him some. They were out and wouldn't get any for a day or two. Now I'm scheduled again for 12/16. It'll be over 6 months to fix a simple leak (original issue).Techs need more training and equipment. How can they fix a fridge leak without acetylene? They should have spare in truck. Why pick up service calls when don't have the staffing?

  Business Response

  Date: 01/16/2023

  January 16, 2023
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re:  ******** ***********************
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  After researching the service history, we found that service was completed on December 3, 2022, for the refrigerator. A filter dryer was installed and all lines were soldered in addition to the updated board and completed compressor job. If ************** is dissatisfied with the service technicians findings, he may go back to ** to open a new call as we have performed repairs to his appliance as an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to ************** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

  Customer Answer

  Date: 01/18/2023

   
  Better Business Bureau:
  
  After threatening to get BBB involved (and actually doing so), they found an opening in their appointment schedule and bumped me up two weeks.  First time that happened in 6 months.  After 5 attempts to fix my fridge, the ********* (and newest to their company, but with the most experience) fixed the issue.  ****** is now working fine.  This wasn't due to a supply chain issue (parts were received within days).  It was primarily an issue with the service techs not knowing what they were doing.

  I'm happy that the fridge is actually, and still, working now.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/30/2022

  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 8/11/2022 a technician named ***** *************) with A&E Factory Service serviced our dryer. Without disassembling the dryer, he determined that he needed a part which he ordered. The order was sent to our home. We requested another service call to have the part installed. ***** came to the home again on 9/6/2022. Upon disassembling the dryer, he then decided the part was not necessary. The dryer then began working. He advised us that he would return the part and we would be refunded. The total cost of repair that we paid in full was $436.25. He also advised us that we would receive an email with a receipt which we never received. After waiting a few weeks with no refund to our credit card, we called customer service at ************- provided by *****. The reps at this phone number are located in ***************. We were told that we had a credit of $272 being processed and should receive it shortly. We have called several times and have been told that the request for refund is pending. We were also advised that it takes several weeks for the accounting department to process refunds. We talked to ***** again today who advised us that there is nothing he can do for us. He agreed that he should have been able to repair the dryer the first time he came out and that we would not have had to go through all the issues we've encountered in trying to get our refund. He advised us that he does not provide any paperwork. Everything is done digitally through an app on his phone. He again told us that we should have received an email. We again asked for his manager contact info but as always, he refused to provide it and then he terminated the call. Each time we call the cust serv #, we are told they will send an email confirming our conversation. As of today, we have not received an email from anyone at A&E or credit on our credit card. My phone number ************ is the ** # for this transaction.

  Business Response

  Date: 12/28/2022

  December 28,2022
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # ********  *******************************
  
  
  COVID-19 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.
  
  
  Dear BBB Customer Relations;
  
  We have completed the investigation of ************************ complaint regarding the problems he encountered with the refund for the repairs on her dryer.
  
  First,we would like to apologize to ********************** 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. 
  
  Upon receiving ********************** complaint,we reviewed the notes in our service regarding her dryer repair. Since it appears that the part was not needed, Charges were refunded to her for $272.00 on November 23, 2022, via check. We would note that it can take 2-3 weeks to receive the check and if she has not received it within that timeframe she is welcome to email me for assistance 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 ********************** l 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
  
  
  
  

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18485046
  
  I am rejecting this response because: We never received a refund check for $272.00 issued on November 23, 2022 as indicated by *************************, the Regulatory Complaints Specialists who responded to this complaint. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/09/2023

  January 9,2023
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # ********  *******************************
  
  
  COVID-19 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.
  
  
  Dear BBB Customer Relations;
  
  We have completed the investigation of ************************ complaint regarding the problems she encountered with the charges she incurred on her washer repair.                        
  
  First, we would like to apologize to ********************** for failing his 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 received her rebuttal, and confirmed with our accounting department that the refund for the washer repairs was refunded on December 23, 2021.  The charges were refunded to her in form of a mailed bank check for the amount of $272.00.
  
  We did a trace on the check, and confirmed that it was never cashed.We canceled the original check and reissued a new one in the amount of $272.00 on January 5, 2023.  We would note that it can take 2-3 weeks to receive the check.  If she has not received it within that timeframe she is welcome to email me for assistance at *****************************. With that said, since we did provide Ms. **************;with her requested resolution, we have closed our file.    
  
  We apologize for any problems or frustrations that ********************** l 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:11/30/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 14 2022 , A&E technician came out to service my washer which had broke a belt which I had already paid for parts and service and found that replacing the belt wasnt the problem. Technician issued a refund with A&E for $214.10 I have contacted A&E numerous times and they said I would receive a check in 2 weeks which has been 3 weeks no refund!Contact at A&E phone#*************

  Business Response

  Date: 12/22/2022

  December 22,2022
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # ********  ***************************
  
  
  COVID-19 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.
  
  
  Dear BBB Customer Relations;
  
  We have completed the investigation of Mr. ****** complaint regarding the problems he encountered with the refund for the 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. 
  
  Upon receiving ************** complaint, we reviewed the notes in our service regarding his washer repair. Since it appears that the service was not successful, Charges were refunded to him for $214.10 on December 22, 2022, back to his credit card ending on ****. The trip charges are not refundable,  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 ************** with his requested resolution, we have closed our file.   
  
  We apologize for any problems or frustrations that ************** l 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:11/30/2022

  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.

  Our Kenmore Elite refrigerator stopped cooling beginning of September 2022, I called ***** because it was under warranty. ***** sent me to A&E Factory Service who does the warranty work for *****. After one of the most frustrating conversations I have ever had trying to get the person on the phone to understand the Refrigetator was under warranty a technician was scheduled to come out in 3weeks, 10/4/22. I was told more than once that it would cost me $99 total because the technician was not included in the warranty. Few days later I received a text that the appt was moved to 10/7/22. On 10/7/22 I got a call that the technician had to go to the hospital. My new appt was 11/4/22. 11/4/22 the technician showed up told us the compressor went out and it will be $363 to fix. I told him I was told more than once that it would be $99 to have the fridge fixed. He said they tell people that but it's $99 for him to come out. Then we have to add the labor. I was prepared for $99 that day and was unable to pay $363. So I paid the $99 he left saying call A & E when we have the $ and he will come back with the part. I called A & E and they would not listen to me telling them what the technician said. They said they have to send another technician out to diagnose the problem. There is only 1 technician in our area! After telling them I am not paying another $99 for them to send the technician with out the part the woman cut me short said the technician will come 11/29 and fix the fridge then hung up. I had no idea if they were sending the compressor here like the technician said they would. So 11/29 comes I received 3 texts saying the technician would be here between 8am-5pm. No Tech, no compressor. I called A&E this morning and was told there is no technician in our area and they are rescheduling me for 12/16. I got to a Supervisor because this is unacceptable. Nothing she can do about it. There is no technician. But she assured me there will be one on the 16th. Right! No faith.

  Business Response

  Date: 01/03/2023

  January 3, 2023
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Reference File # ******** ***********************
  
  COVID-19 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.
  
  Dear BBB Customer Relations,
  
  We have not completed the investigation of Ms. Martins complaint regarding the issues with the repairs of her refrigerator.
  
  We have attempted to make contact with Ms. ****** by calling her on ************* However, we have not received any response.Should Mr. ****** wish to discuss her concern further, she is welcome to email me for assistance at ********************************************** that being said, 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