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

611 total complaints in the last 3 years.
88 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: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:04/23/2025
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: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
**********************************************************
Initial Complaint
Date:03/13/2025
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.
We purchased an ** washer from ****** on 8/14/24. On 2/18/25 we noticed a bunch of broken plastic pieces in the tub after a wash. We called ** on 2/19/25 to report the issue. ** sent a tech out to our house using AE Factory Service to diagnose the washer on 2/27/25. The tech was very unprofessional and stated that the broken pieces are from something in the tub. He looked for parts and noted that no parts were available and stated that the washer should be replaced. The tech did not communicate this with **. Myself along with ** have been trying to contact AE Factory Services to get a statement from the tech or company for this issue and have failed to get a response from AE Factory Services. We need someone from AE Factory Services to communicate this tech visit with **.Service ********************* Service Unit Number:0008096 TECHNICIAN INFORMATION Technician *********
Business Response
Date: 03/26/2025
March 26,2025

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

Re: **** *****
      File Number 23061427

Dear BBB Customer Relations:

We have completed our investigation of Mr. ****** complaint regarding the repairs he requires for his ** branded washer.

We would like to clarify that we did not sell Mr. ***** nor are we the manufacturer or the obligor of his manufacturers warranty on his washer. We are just the repair provider that ** contracted to provide repairs to his 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 his warranty which in this case is **.

Upon receiving of his complaint, we contacted the local service unit for assistance. We were informed by the repair leadership ** would need to create a new service call so we can send a senior tech out there.   We contacted Mr. ***** via email on March 18, 2025 and provided him with leaderships response. Mr. ***** responded that he will need the service company to contact **. That is their job to communicate with the manufacturer about the visit and additional steps needed to repair/replace the unit. ** would need to create a new service order for the tech to offer assistance.There has been no new service order created by **, we have closed our file.

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

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 03/27/2025

Complaint: 23061427

I am rejecting this response because:
A & E factory services is the service that was sent to our house to diagnose the washer. The tech that A & E services sent out, failed to communicate with ** of his visit and repair needs/recommendations. It does not make sense for A & E services to send another tech out to our house, if they cannot communicate with ** properly as needed. I have contacted ** and they will not help me because A & E failed us on properly communicating with ** about the service visit. A & E services needs to resolve this failed visit for us by contacting and communicating with ** about the original visit. I would like to request the techs name and phone number or contact information they sent out to our house for this service call or request A & E resolves their failed service visit by contacting ** and communicating with them about the visit.

Sincerely,

**** *****
Business Response
Date: 04/02/2025
April 2,2025

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

Re: **** *****
      File Number 23061427

Dear BBB Customer Relations:

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

We would like to clarify that we did not sell Mr. ***** nor are we the manufacturer or the obligor of his manufacturers warranty on his washer. We are just the repair provider that ** contracted to provide repairs to his 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 his warranty which in this case is LG.

Upon reviewing his rebuttal, we contacted the repair leadership unit for assistance. We were advised that ** wants the technician at the appliance when the report is called in, per leadership, he will partner with ** for resolve.

We appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Initial Complaint
Date:02/27/2025
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.
We have a warranty repair contract through ***** Home Warranty/Cinch. A & E is the designated repair service of our service area. We contacted ***** in Mid December to request repair of our (covered) Microwave. ***** subcontracted the repair out to A& E, whom sent a technician to evaluate. The technician stated that the appliance could not be repaired, and that ***** would likely follow up shortly with a buy out figure. We waited three weeks, before reaching back out to ****** We discovered that the technician had logged our appliance as repaired. We had to start the process over again, and another technician came and ordered the parts deemed necessary for fixing our unit. We then reached back out to continue the process once the parts were shipped to us more than a month ago. A & E assigned the repair to the same technician (******) whom made the initial mistake. He then missed his morning appointment and then rescheduled for the following week. The following week, the same technician was assigned and subsequently missed his appointment again. This has now happened repeatedly, with today being the FIFTH cancellation in four weeks. I have stayed home FIVE different days awaiting the repairman! I have been a loyal service contract holder for more than 20 years, I do not understand how there is no accountability on behalf of *****, nor A&E to honor the agreement.
Business Response
Date: 03/19/2025
See attached
Initial Complaint
Date:02/18/2025
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 have had multiple service calls scheduled with A & E, they keep changing dates and cancelling appointments. I have been waiting on service for appr six weeks and have already paid for the service call. This is for a second home so we have to travel to be there. I currently have purchased a plane ticket to be there for a scheduled time and was advised today the appointment will be changing. The call center in SE Asia is not able to assist and says there is no escalation option. Resolution is needed ****.
Business Response
Date: 03/11/2025
March 11, 2025

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

Re: ******** *****
      File Number 22958661

Dear BBB Customer Relations:

We have completed our investigation of Ms. ****** complaint regarding the repair she required for her GE branded cooktop and dryer.

We would like to clarify that we are not the obligor of Ms. ****** manufacturers warranty on her cooktop and dryer. We are just the repair provider that ******************** (***) contracted to provide repairs to Ms. ****** cooktop and dryer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is ******************** (AHS).
Upon receiving her complaint, we contacted the local service unit for assistance. According to our records, the technician completed the repair on the dryer on March 6, 2025, and documented the order stating that he replaced drum slides, instructed on restricted home venting-tested op, ok. The technician also closed the service order for the cooktop and documented the service order stating that holes rusted through ceiling of oven cavity-unit not safe to use, part is non serviceable AHS140KBDA.
Since we have confirmed the dryer repair is complete and the report for the cooktop has been provided to American Home Shield to address, 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
**********************************************************
Initial Complaint
Date:02/18/2025
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 June 20 2024 ***** Home Services provided an evaluation of a refrigerator & billed an amount of ***** for a refrigerator part & 100 for the service to return and install the part. Part cost was waived due to a home warranty with Home Warranty of America. ***** Home Services no-showed on four separate appointments and the part did not arrive. On November 22 2024, ***** issued a bill of ***** for the refrigerator part. I sought for the bill to be cancelled as the part did not arrive and was verbally told November 18 2024 that the bill would be cancelled. ***** sent the amount of ***** to debt collection via a debt collection notice send on January 29 2025. ***** has verbally reassured the bill has been cancelled via phone calls placed February 7, 9, 10, 11, 12, 14, and 18 2025 but has been unable to provide a receipt showing the bill has been cancelled. ****'s changing of the billed amount and continued harassment for payment for a part that was never received is disruptive and illegal, violating both the Fair Credit Billing Act and Fair Debt Collection Practices Act.
Business Response
Date: 03/25/2025
March 25, 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: 03/26/2025

Complaint: 22958536

I am rejecting this response because it is the same response that had been provided over multiple inquiries and does not directly resolve the issue at hand

Sincerely,

******** *****
Business Response
Date: 04/15/2025
April 15, 2025

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

Re: 22958536 ******** *****

Dear BBB Customer Relations:

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

After reviewing Mr. ****** response, we contacted our credit department and were informed that the bill in question was closed out by the collection company and no outstanding bill for Mr. ****** Since we were able to confirm that the bill in question is closed out, we have closed our files.

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
Initial Complaint
Date:02/10/2025
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.
Getting my washing machine fixed has been a terrible ordeal. Person who keeps coming out is great but I cannot get a hold of the company and every time he reschedules for things like needing to order parts or needing to track down the parts because they haven't gotten here.. each time he does that and I watch him on the phone and I know he does that and then there is no appointment scheduled and then I have to try to schedule an appointment again but they want to consider it to be a new appointment rather than just a call back. They want to charge me so much more money every time they come back even though it's their fault that the parts aren't here after the first time. I still can't talk to a person and I still have been kicked out several times while trying to schedule a new appointment without being charged the extra money for every new appointment. This is a crock. I have never had trouble with A & E before and I would go somewhere else if it weren't for the fact that they're holding one of my parts hostage. And the fact that I really like the guy who is coming back all these different times. I am putting my billing as around $600 or actually just $600 because you just want numbers. I know that my house might paid over $500 and I paid another $54 or so. So I'm just guessing it's near $600.
Business Response
Date: 02/16/2025
Please see the attached response.
Initial Complaint
Date:02/03/2025
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.
Ive the ***** Protect plan. Ive had Maintenance plans with ***** for the last 20 years. Our dryer has been inoperative for the last 3 weeks. Weve had 3 visits and they have not repaired it. The second tech said that the timer needed to be replaced and left. The third tech did not bring the part with him and confirmed the timer needed to be replaced, this was last Thursday 1/30/25. He rescheduled the appointment to the following day. On Friday, 1/31/25, I received a notification that for unforeseen reasons my appointment was canceled and I rescheduled for Today, 2/3/25. The appointment windows are from 8-5. I cant continue to stay home all day. I just called ***** Repair to find out the status of my appointment and I was told that it has not been assigned. Ive asked several times to speak to a supervisor and they dont give me access. It appears no one wants to take responsibility
Business Response
Date: 02/27/2025
BBB Customer Relations
**********************
**************************************************************
*******, *******; 60611

February 27, 2025

Re: ******* (*****) ******
Reference Number: 22892201

Dear BBB Customer Relations,
We have completed the investigation of Mr. ******* complaint regarding the dryer that still not working.
Upon receipt of this complaint, our record shows the repair for the dryer was completed on February 13, 2025 and the notes indicated Replaced timer. Tested okay. If the dryer was still not working he can call Home Services and set up another repair. Since,we show the repair was completed we have closed our file.
We apologize for any problems or frustrations Mr. ****** 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:02/02/2025
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.
Although the last A&E technician finally fixed the issue with the ** washer, the company itself is terrible to work with. I would work with our last ******** as an independent contractor, but never with A&E again. Over the course of four months, A&Es technicians repeatedly misdiagnosed the problem, missed appointments, and performed improper repairs. Their lack of professionalism and poor scheduling system only added to the frustration. A&E gives customers a broad ******* arrival window, forcing us to stay home all day, but more often than not, the techs never showed up. This led to lost wages and major inconvenience. One technician even showed up and had the audacity to announce he was taking a 15-minute break before getting to workcompletely unacceptable! especially when customers are already taking time off from work to wait for the repair. It seems most A&E technicians are ill-prepared, with many opting to replace entire parts rather than actually diagnosing and fixing the root cause of the problem. Overall, A&Es lack of reliability and professionalism made the experience extremely difficult and frustrating.We are looking for a submission to ** from A&E for compensation for lost wages due to inability of techs to solve the problem in a timely manner.
Business Response
Date: 02/07/2025
February 7, 2025

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

Re: #******** ******* *.
Dear BBB Customer Relations,

We have been unable to completely investigate **. ** issue involving the repair to her washer under her GE warranty due to the fact that her complaint has no last name, no address, and the phone number and email referenced do not appear to be related to a service order in our system.Because of this, we were unable to locate any service orders so that we could determine what may have caused any delays or reschedules that she referenced.

With that said, even without being able to view the pertinent service orders, we would note that when we do repairs for **, ** is our client and they contract us to provide service for them so that they can fulfill their obligations under their manufacturers warranty. We do not administer the warranty nor do we provide anything for their customer besides the service we are contracted to perform. Any requests for compensation due to most reasons except for instances where we might be responsible for actual damages to the appliance or property, would be redirected to the warranty provider,in this case GE. Therefore, even if we could have accessed ************** records, we would still not have been able to provide her with any assistance since it sounds like her service need was completed and we would not have been able to honor her request for compensation. At this time, since we have explained that **. ** would need to reach out to GE if she has any concerns stemming from her service, we have closed our file.

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

Sincerely,
**** *********
Manager, Escalated and Media Complaints
*************************************************

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