Business Profile

Major Appliance Services

A & E Factory Services

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

568 total complaints in the last 3 years.
77 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/23/2025
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.
Sent parts never came back to fix the oven. The parts were delivered on April 25, 2025. They set up 6 appointments but never showed up. Then pushed out appt to Aug 1st, 2025.
Business Response
Date: 06/26/2025
Transform SR Holding
Management LLC

June 26, 2025

Customer Relations
Better Business Bureau
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611

Reference File # 23507489 – Shirley Jones

Dear BBB
Customer Relations;

We
sincerely apologize for the inconvenience and frustration that Ms. Jones
experienced regarding the repair of her oven.
According
to our records, the necessary parts were delivered to Ms. Jones on April 25,
2025. Unfortunately, although six service appointments were scheduled, our
technicians failed to arrive as expected. We understand how unacceptable this
delay and lack of follow-through have been and sincerely regret the
inconvenience it caused.
We
also note that a follow-up appointment had been pushed out to August 1, 2025.
However, based on the service order notes, Ms. Jones contacted Sears Service on
June 23, 2025, requesting that her service be canceled, as her husband had
installed the parts and successfully completed the repair. We apologize for the
overall inconvenience she encountered throughout this process. With that being
said, we have closed our file regarding this matter.
We understand that Ms. Jones has
experienced problems and frustration with Sears, and we sincerely apologize for
any inconvenience this has caused her. We value our customers and strive to
achieve their complete satisfaction, including the resolution of any complaints
in a reasonable manner. Please do not hesitate to contact me at [email protected]
if you have any further questions.
Sincerely,

Sandra Acosta
Regulatory
Complaints Specialist
[email protected]

Customer Answer
Date: 06/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23507489, and find that this resolution is satisfactory to me. I really dont have a choice. I just want them to be reported as a bad company. My husband had to do their job.

Sincerely,

Shirley Jones
Initial Complaint
Date:06/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A&E called for a refrigerator not cooling May 28th 2025. Service came found defective compressor and parts ordered. Schedule return June 11th, 2025. Parts came in quick so I called to move service date up and June4th, 2025 new repair date. On June 4th A&E was no call no show and @ 5:07pm text received that customer had changed date, which was incorrect. After waiting all day I was ******. New date given June 11th, 2025. Called to move date up given June 7th.Again A&E no call no show, was told technician ran out of time. New date scheduled June 12th. Again A&E no call no show. Another scheduled date June 17th. A&E technician called to say he was assigned the job but he was not qualified to do work, as I needed one qualified to work with compressor. He rescheduled to June 19th with notes on what type of technician I needed.Its my understanding that A&E has only one technician that can do this work and his equipment to do the work is under repair.A&E please pull a technician from ****************** and help me PLEASE!!!I need my refrigerator.
Business Response
Date: 06/30/2025
June 30, 2025

Customer Relations
******* **********************
**************************************************************
**********************

Re: ***** *******
File Number 23491948

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** complaint regarding the repair she required for her Kenmore Elite branded refrigerator.

Upon receiving Ms. ******** complaint, we contacted the local service unit for assistance. Our record indicate that the refrigerator repair was completed on June 26, 2025. The technician noted: Power on, but no cooling in both compartments. Measured suction and discharge pressures with manifold gauges. Replaced compressor.

Since we have confirmed with the technician that the repair is complete, we have closed our file.
We apologize for any problems or frustrations that Ms. ******* may have experienced with A&E Factory Services. We appreciate the opportunity to address this matter.

Sincerely,
***** ********
Regulatory Complaints Specialist
**********************************************************
Initial Complaint
Date:05/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AE factory service is being sent to my home for repair on my refrigerator by Electrolux. They have been to my home multiple times now since January to try to repair my unit. The last visit was on May 16th the technician deemed the unit not repairable, submitted the ticket and had me take screenshots because he said that there will be issues from ********** or his company. Days later I contacted ********** and was given the phone number for ***** home services to check on the report. As the technician expected his notes that said the unit was not repairable or magically not on his report even though I have screenshots of them. The ticket was escalated and I was told it would be 72 hours to receive an update from the technician. Another tech visit was scheduled for the 27th of May. That visit was canceled early on the day of the visit and rescheduled for the 30th of May. I've contacted the phone number again and they have not received any updates or tried from what I can tell. There is no way to escalate higher than the people on the phone who are level 1 technicians no way to talk to anyone in management to get this issue resolved. In the meantime I have not had a proper working fridge since January of 2025.
Business Response
Date: 06/09/2025
June 9, 2025

Customer Relations
******* **********************
**************************************************************************************************************

Re: ******* ******
      File Number 23381528

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******* complaint regarding the repairs he required for his Frigidaire branded refrigerator.

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

Upon receiving Mr. ******* complaint, we contacted the local service unit for assistance. Our records indicate that the technician completed the refrigerator repair on June 3, 2025. The technician noted: Completely non-functional - no power.Checked control panel/display for errors or unresponsiveness. Replaced main control board.   Since we have confirmed the repair is completed, we have closed our file.

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

Sincerely,
***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 06/09/2025

Complaint: 23381528

I am rejecting this response because:
May 16th was the repair date that is in question. Your company did not report the correct information to Electrolux. Calling the support number gets you nowhere and tere is no way to escalate the issue. To this date the correct information has still not been given to Electrolux from the May 16th repair.

On the June 3rd repair mentioned, your technician didn't even show up to the appointment. So not sure how he could have submitted a report stating it was not working. I again contacted your support and got no help. I also called Electrolux and reported that your tech failed to show up for the scheduled repair appointment.

Sincerely,

******* ******
Business Response
Date: 06/12/2025
June 12, 2025

Customer Relations
******* **********************
****************************************************************************************************************

Re: ******* ******
      File Number 23381528

Dear BBB Customer Relations:

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

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

We contacted the repair leadership regarding the repair report for Electrolux, we were informed that the tech would have to go back on site. Electrolux will need to create a new order for that to happen.

Mr. ******* will need to contact Electrolux to create another repair appointment if additional service is needed.

We appreciate the opportunity to address this matter.

Sincerely,
***** ********
Regulatory Complaints Specialist
**********************************************************
Initial Complaint
Date:05/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 4/21/25, A&E was called to repair my 4 yr old refrigerator due to not cooling. The tech evaluated the refrigerator and quoted repairs to be close to $1800 including a new compressor. I declined the repair pending a call to the manufacturer. I called ** and was told that the parts needed for the repair were included in an extended warranty and I should not have been charged. Because A&E tapped the refrigerator, no other appliance repair will repair it. A&E has been back once. I was told that the initial estimate included parts that were indeed not needed and 2 parts were ordered and sent to my house. A&E scheduled to be back for the repair on 5/5/25 with a window of 8a-5pm. At 11 am, i was texted that they would be unable to come to complete the repair and rescheduled for 5/16, again 8a-5pm. Today, every 2 hours the time was updated to reflect a later time and finally at 4pm GE A&E and was told that they would definitely be out at 6pm. 45 minutes later, they sent a text that they would not be coming and tried to reschedule for Monday 5/19. ** refuses to honor the warranty without A&E servicing the product. I have no more vacation days. My husband cannot stay home to wait for A&E wait for service that may not arrive.
Business Response
Date: 05/28/2025

May 28, 2025

Customer Relations
******* **********************
**************************************************************
**********************

Re: ***** *****
File Number 23341935

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** complaint regarding the repairs she required for her GE branded refrigerator.

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

Upon receiving Ms. ****** complaint, we contacted the local service unit for assistance. We contacted the repair leadership and was informed that: tech was scheduled to return to the home on May 16, 2025, however the technician was not available for the call and the appointment was rescheduled for May 19, 2025. When we lost capacity to run the call on May 19th, the ** *** followed its standard process and attempted to contact the customer for three consecutive days. As designed, the *** sends both text and email notifications, allowing the customer to easily select a new service date. Since the customer did not engage with any of the outreach attempts, the system automatically closed the order due to inactivity. The order was closed out by the system on May 19, 2025. ** has to create their own warranty tickets in order for us to service the customer otherwise the system views it as a collect call and will prompt for payment. The member will need to contact ** to schedule if further repairs are needed.

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

Sincerely,
***** ********
Regulatory Complaints Specialist
**********************************************************
Initial Complaint
Date:05/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
***** is the company that ** is in contract with to repair our fridge since it is under warranty. Our fridge broke April 2 and they came out April 4. They had to come back out on April 16 because ** did not indicate it was under warranty. They came in for 10 minutes and ordered the parts. They told me the soonest appointment was April 30. April 30 came by they cancelled and had me reschedule, I chose May 3. The window was from 8 am - 5 PM. They cancelled the appointment at 8:10 AM with the same message. I tried contacting A & E and they connected me to a healthcare professional site. I just want my refrigerator fixed and am getting the wrap around.
Business Response
Date: 06/02/2025
June 2, 2025

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ******** ***** Sayafi

Dear BBB Customer Relations:

After researching the service history, we show Mr. ****** has a third party warranty with **. Service was completed on May 7, 2025. If Mr. ****** still requires repair assistance, he may open a new call as we are only an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.

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

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:05/02/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Repairman fails to show up as stated. I have the parts sitting in my house to fix my microwave. The technician lies and says that I wasn't home, when in fact I was home, both times!! And I know the technician knows where I live because he was at my house to diagnose the problem with the microwave. I have called ** to complain since apparently there are no real people that work at A&E to speak with. ** states they have escalated the issue and sent an email to the technician. Not holding my breath! How A&E stays in business is amazing to me because it appears that this is an ongoing issue of them breaking appointments. I am including screenshots of the text messages saying I was not at home and a black picture.. the text also says to call the number left in the voice message.. there was no phone call or number to call.....
Business Response
Date: 05/13/2025
May 13, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ******** ******
       File Number 23278858

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******* complaint regarding the delay she encountered in having his ** branded microwave repaired.

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

We received Ms. ******* complaint and contacted the local service unit for assistance. Our records indicate that the technician completed the microwave repair on May 9, 2025. The technician noted: Microwave has no power, completely unresponsive. Checked power supply at outlet and verified correct voltage. Replaced faulty control board.   Since we have confirmed the repair has been completed and the service order has been closed,we have closed our file.

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

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Initial Complaint
Date:04/26/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October 2024, I contacted A & E Factory Services to work on my ******* refrigerator, smart refrigerator that was not cooling. They ordered a compressor for my refrigerator and once it was installed, I had a refrigerator for about a week and all the Freon ran out off the refrigerator because the person did not solder it properly. another representative that had come out and told me that the compressor was shot ordered a new one. This would fall under the 180 day warranty.. They ordered another compressor and another part that never comes in, The new compressor come in about a week the refrigerator started doing the thing. The technician come out multiple times because I was told in order for the protection plan to kick in that they would have to take pictures and videos. 180 day warranty were still under the part .technician has come out to my house more than 13 times at this point almost each time . please note that most every time that they come out, they were charging me $100 bill.. The technician told me that he thought that it was an internal leak and that he would fill out the paperwork for the refrigerator to be replaced at this point that it was not repairable.. company is saying they will not cover my refrigerator due to it was existing damage ,but then they want to take $100 out of my account each time that they have a technician come out here because they dont know how to fill out paperwork properly. this should not take six months for a company to decide that the refrigerator is no longer a functional refrigerator and keep taking money out of my account, knowing that they cant fix it.. there was even times that the technician would come out twice in one week because their company didnt like the way the paperwork was filled out and guess whos dime that was that was mine. The last technician that come out, a different person told me the bottom of my refrigerator is rusted I could show proof that thats a lie . I am asking for a full refund.
Business Response
Date: 05/29/2025
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******* complaint.

We forwarded Ms. ******* issue to the **** department and have been informed that she is in contact with her case manager. It is our understanding that their research found that her issue was pre-existing therefore not covered under the **** she purchased. It is also our understanding that 2 monthly payments and $100 deductible will be submitted for refund due to the inconvenience per Ms. ******* case manager. Since her complaint has been addressed we have closed this case. Ms. ****** has the contact info of her case manager if she has any additional questions.

If you have any further questions, you may contact me at *****************************************************.

Sincerely,

******* L. *******
Regulatory Complaint Specialist
************************************************************
Initial Complaint
Date:04/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A&E replaced our refrigerator compressor less than 30 days ago (4/1/25) and the compressor has already failed again! This is the 2nd time they gave replaced our compressor and it has failed yet again.
Business Response
Date: 05/21/2025
BBB Customer Relations
**********************
**************************************************************
*******, *******; 60611

May 21, 2025
Re: ***** *******
Reference Number: 23242549

Dear BBB Customer Relations,
We have completed the investigation of Ms. ******** complaint and her dissatisfaction that the refrigerator has not been repaired
Our record shows a service order was created on May 28th but it was canceled. We sent an email to Ms. ******* to see if they still needs a service recall but no response. A refund is not possible without a ***** technician confirmed that the compressor did failed again. If she does not want a ***** technician to come back we need a detailed diagnosis from another company showing that the part did not fixed the refrigerator. She can send us the detailed invoice diagnostic and what parts failed/or replaced.Once we received that information we will review and get back to her with the resolutions. She can send the information to me directly at ********************************************************************.
We apologize for any problems or frustrations Ms. ******* may have experienced with ***** Home Services. We do value our customers and strive for their complete satisfaction, including a reasonable resolution of any complaints or problems whenever possible.

Sincerely,

***** ******
Regulatory Complaints Specialist
Email: ********************************************************************
Initial Complaint
Date:04/02/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Whirlpool washer repair February 25, 2025. Tech advised motor needed. Part ordered February 26, 2025. On backorder and could not get any answer as to an ETA. ******* to purchase new washer instead. Cancelled service and part. Was to receive credit for deposit of $413.43 minus diagnostic fee, $284.43, within ***** business days on same payment method. Have never received credit.Overseas customer service useless in resolving or working with billing department. No phone number to contact billing department to discuss issue and get refund. Only email provided for ***********. Looked online for Transformco. phone number. Called and never got a person just to email ********** this point, with such terrible service, contacting the company by phone twice and several online chats to no resolution, I would like the entire amount, $413.43, refunded to me.
Business Response
Date: 04/23/2025
April 23, 2025

Customer Relations
**********************
***********************************************************************************

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

Dear BBB Customer Relations:

This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.
This matter has been forwarded to the appropriate ***** unit for investigation to determine what monies, if any, is owed. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,
Ema C
Regulatory Specialist, Regulatory Complaints
imx integrated member experience

Customer Answer
Date: 04/29/2025

Complaint: 23152045

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

Sincerely,

*** *****
Business Response
Date: 05/19/2025
May 19, 2025

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** rebuttal to the response we previously sent.

After reviewing Ms. ****** response, we contacted our service department and were informed that since ******** files a dispute with her financial institution, a letter of release of resolution is needed in to order to ensure that Ms. ***** is not issued a double credit. Once the requested information is received, we will gladly move forward with a final resolution. At this time, we have closed our files pending the additional information.

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

Sincerely,

Ema C
Regulatory Specialist,Regulatory Complaints
***************
imx integrated member experience

Customer Answer
Date: 05/20/2025

Complaint: 23152045

I am rejecting this response because: I will need to contact my financial institution/credit card company to obtain the letter of release of resolution.
If the letter is obtained and provided, will the issue be resolved from the financial institution perspective/side? I understand the issue of potential double credit but want to ensure that providing a release for the BBB complaint, which I assume the purpose letter of release, doesn't closed the BBB complaint and the transaction dispute on the financial institution side is responded to and resolved.

Sincerely,

*** *****
Business Response
Date: 06/05/2025
June 5, 2025

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

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ****** rebuttal to the response we previously sent.

After reviewing Ms. ****** response, we would like to clarify that we cannot keep a complaint open at any customers request. As stated previously, once Ms. ***** provides the requested information, the credit will be released. We would also like to add that assuming no follow up cases are received, we can process the refund 35 days from the bank dispute. If follow up cases are received for the incorrect amount we will request reversal and it will push that date back further. If we receive follow up case for the correct refund amount due to the customer then we will accept on our end so that the bank can refund through the charge back process.

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

Sincerely,

Ema C
Regulatory Specialist,Regulatory Complaints
***************
imx integrated member experience
Customer Answer
Date: 06/11/2025

Better Business Bureau:

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

Sincerely,

*** *****
Initial Complaint
Date:03/24/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Washer from Lowes June 2023. The bearings are going out. I purchased the protection plan same day. Week 4 of scheduled and cancelled appointments by Virtual Assistant. Cannot get a real person to speak to. I even tried emailing ***** corporate. They use A&E ***** authorized repair service. Cannot get ahold of them either. Seems all the numbers are looped to virtual assistant I have had to use 3 days vacation because their service time Is 8-5 window. I have filed a claim. Claim number is **********. They wait until noon to conveniently say canceled due to unforeseen circumstances. PLEASE HELP!!! I dont have the extra monies to go to the laundromat!!! The reference number below is the protection plan I paid for $163.94
Business Response
Date: 04/15/2025
April 15, 2025

Customer Relations
******* **********************
**************************************************************
***********************

Re: ****** ******
      File Number 23108265

Dear BBB Customer Relations:

We have completed our investigation of Ms. ******* complaint regarding the repair she required for her ** branded washer.

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

Upon receiving her complaint, we contacted the local service unit for assistance. Our records indicate that the appointment scheduled for April 7, 2025 was canceled due to other service used. We contacted Ms. ****** via her *********************************** email on April 8 and April 14, 2025, to confirm if she canceled the appointment and if additional service is needed. To date,there has been no response. Should she have any questions or need further service she may contact me at the email listed below.  Accordingly, we have closed our file.
We apologize for any problems or frustrations that Ms. ******* may have experienced with A&E Factory Services. We appreciate the opportunity to address this issue.

Sincerely,
***** ********
Regulatory Complaints Specialist
**********************************************************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

A & E Factory Services is BBB Accredited.