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

558 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:05/06/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This business came to repair my refrigerator on April 11, 2024. I was told that the part he ordered would be delivered to my house, but it never arrived. I finally was able to get ahold of the repairman and he said the part got lost and he said he would order a new one and expedite it to my house and it would arrive on April 30, 2024, but it has yet to arrive. Our repairman rarely answers his phone and it's been impossible to find a phone number that's not a recording for the company he works for. I did give my credit card information to the repairman in order for him to be able to order the part. This company is doing work for ***** Home Repair, however, ***** doesn't have a phone number that's not a recording either.
Business Response
Date: 05/28/2024
*** 28, 2024

Customer Relations
******* **********************
*************************** #****
***********************

Re: ***************************
      File Number 21667708

Dear BBB Customer Relations:

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

We would like to clarify that we are not the manufacturer or the obligor of Ms. ******** manufacturers warranty on her refrigerator. We are just the repair provider that American Home Shield (AHS) 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 American Home Shield (AHS).

Upon receiving her complaint,we contacted the local service unit for assistance. Our records indicate that the part needed to complete the refrigerator repair was reordered on *** 13, 2024. Service is currently scheduled for *** 30,2024

We apologize for any problems or frustrations that ****************** may have experienced. We appreciate the opportunity to address this issue.

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:05/02/2024
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.

Complaint: 21658875

I am rejecting this response because:
I have been waiting since March for the part for my refrigerator to be shipped to my home so it's functional again. The repair appointment is now scheduled for June 11. As of June 3:
1. Over the last 3 months, I have received NO communication from ******* (or whatever the repair company's name actually is) OR any other entity that the part is on its way to my home. Any other online ordering system that I've dealt with over many years provides updated information on the part #, its shipping status, and when it will be received.
2. I only have a verbal assurance from ***** that the part was actually ordered (and it took 1 hour of searching the Internet to find a viable phone number that was answered by a real person). I'm skeptical about the order because the appointment in March was bungled so badly (none of which was my fault), starting with the initial appointment when the repair person (highly competent) was sent to the wrong home address. Later that day and for months afterwards, I discovered that even after multiple contacts, the ******* system continually had my home address wrong, my phone number wrong, and my email address wrong. In March, did my part get sent to the wrong address and then returned (or was it written off as a lost shipment)? Could this happen again?
Obviously, I will wait till June 11 and hope (again) that the part is sent to my home before the appointment. That's 8 calendar days from now. I'm at genuine risk for having ANOTHER appointment rescheduled 6-8 weeks into the future (i.e., mid-August). In the meantime, I'm legitimately concerned that I've spent ~$400 on a part that *** no longer be available to anyone at any price. If this is case, I'll be chasing ******* to try to get a refund, which will be extremely difficult considering how difficult they've made it to speak with a living person who has the ability to solve problems. I like my ***** Kenmore refrigerator and want it repaired.
Thank you for your assistance,
***********************

Sincerely,

***********************
a REFUND for the missing part. A reputable company would also refund the service charge since I've lost food and moved most of our food to family members across town. We have been living out of 3-foot high DORM REFRIGERATOR for 6 weeks.It is IMPOSSIBLE to speak with anyone at A&E who is well informed and able to provide REAL customer satisfaction. Each contact I've had (2 chats and 1 person) are apparently designed to placate angry customers and make empty promises. In every sense, this looks/functions like a ghost company that is happy to take payments but may OR may not ever provide actual service.In lieu of a refund, I would gladly accept the repair IF I had 100% assurance from someone in charge that the repair would actually be done BY AN ABSOLUTELY CERTAIN DATE.
Business Response
Date: 06/02/2024
Transform SR ******* ********** LLC

June 2, 2024

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

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

Dear BBB Customer Relations;

We wanted to provide you with an update regarding the investigation of ****************** case, our team has diligently looked into the matter, and we appreciate your patience throughout this process. Rest assured, we are working to resolve the issue as quickly as possible. Please be assured that his satisfaction remains our top priority. We anticipate being able to provide you with a more detailed update shortly. In the meantime, if you have any questions or concerns, please don't hesitate to reach out to me at *****************************************
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

Sincerely,

*************************
Regulatory Complaints Specialist
Business Response
Date: 06/20/2024
Transform SR ******* ********** LLC

June 20, 2024

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

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

Dear BBB Customer Relations;

We discovered that our service for ****************** refrigerator was unsuccessful. However, the service call was closed incorrectly, and a refund was not generated. We understand that this has been a frustrating experience for **************** and we want to assure him that we have processed the refund of $525.51 back to his card ending in 4316 on June 19, 2024.
We understand that it may take some time for the refund to appear on **************** account, which could be anywhere from 1-5 business days, depending on his card issuer's policies. If he has not received the refund within that timeframe, he is welcome to contact his case manager at ****************************** and we'll be happy to provide any assistance he needs. As we have provided **************** with the resolution she sought, we consider this matter resolved and have consequently closed our file on the issue.
We sincerely apologize for any inconvenience or frustration **************** may have experienced during this process. At *****, we hold our customers' satisfaction in high regard, and we continuously strive to address and resolve any concerns they may have.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 06/27/2024

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.
However, I do want to add a few comments in the hopes that ***** makes changes in its operations so that future customers don't have to go thru the same hassle I did.
1. They need to hire better qualified technicians. The first one started the problem by totally misdiagnosing the problem with my refrigerator and ordering a part that I did not need. By the way, I waited many months for the unneeded part, which I never received.
2. Realizing that sometimes hires don't work out (I used to own a restaurant so I know this happens), they need to better supervise employees ESPECIALLY when they are sent to inspect an appliance, which I now know was one of the worst refrigerators that ***** ever sold. My unit worked for 4.5 years and then its compressor, a $1,000 part failed.
3. They need to give customers a way to speak with competent and knowledgeable customer service representatives. Their system now depends exclusively on bots and, if you're lucky, you can fight your way to an offshore person who reads from scripts, has minimal problem-solving abilities, and is obviously trained to read from scripts and make promises that they cannot keep. The ONLY way to speak directly with a semi-competent person is to make a service appointment (EVEN if you don't need one) and then you're still taking your chances. The appointments staff recorded ALL my contact information incorrectly and NEVER corrected some of the errors even after multiple requests on my part to do so.
4. Now that I have my full refund (I really AM grateful for them refunding the costs of the service call too), I can start shopping for a new refrigerator. Because of all the problems with *****, I've been limping along with a mini-refrigerator for 4 months now.
Thank you for your assistance - if it wasn't for the BBB's intervention, I am not sure I would have EVER gotten my refund.

Sincerely,

***********************
Initial Complaint
Date:05/01/2024
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.
Complaint: 21615965

I am rejecting this response because: BBB, A and E never completed the repair, we called another company and the oven was repaired in a week. The repair person from A&E made the wrong call, it was not the circuit board that was bad it was the burner. A&E did show up a month after the repair was completed we had no appointment scheduled for them.

Sincerely,

***************************; e called and the service operater told us that the service person got tied up at another job(?), no call or text to advise us. We called to schedule another repair date and they told us that they were updating their system and we had to call back to reschedule after April 15. When we called to reschedule another service date the service company changed to an automatic system, we no longer could talk to a human so we set up a new service date of Saturday April 20, again we remained home all day, at approximately at 2 pm to confirm, the automated system told us that we were still scheduled for service, again no call, no show. Now for the fourth time we reschedule a service date of April 23, again no call no show We have paid for the part and the service work to be done back on March 28 but still have an oven the doesn't work.
Business Response
Date: 05/31/2024
Please see the attached response.
Business Response
Date: 06/15/2024
Unfortunately, we are unable to offer any additional assistance as ****************** disputed the charge through his bank. The issue will now be handled through the bank dispute.
Business Response
Date: 06/15/2024
Unfortunately, we are unable to offer any additional assistance as ****************** disputed the charge through his bank. The issue will now be handled through the bank dispute.
Initial Complaint
Date:04/25/2024
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.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Business Response
Date: 06/02/2024
June 2, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we found that service was completed on May 2, 2024, for the washer. The technician replaced the lock mechanism and the unit tested to be working to the manufacturers specifications. In the interim, since repair has been completed, we have closed our file.

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

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:04/24/2024
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.

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. Thank you so much for refunding the money. If I don't receive the check by June 17, 2024, I will reopen the case. Thanks again.

Sincerely,

********************efund. The issue gets escalated to billing and someone from billing emails me that diagnostic fees cannot be refunded. I email them back explaining everything and then they usually ignore me. Once they asked for the service estimate (I called it a receipt) and I sent it and then they ignored me again. I spoke with **** at ***** on April 16, 2024 and he said he escalated the issue to the member advocate team and that I should hear from them within ****************************************************** and they still have not so I called ***** again. I have had to repeat everything every time I call ***** and then representatives don't find information the previous representatives assure me they note on the account and many representatives give misinformation (I find this out when I speak to other representatives) and I have been disconnected too many times to count (I don't yell nor am I abusive) and the billing department continually ignores me. I just want my money back, please.
Business Response
Date: 05/15/2024
Transform SR ******* ********** LLC

May 15, 2024

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

Re: # ******** ********************

Dear BBB Customer Relations;

We have concluded our investigation into ****************** request for a refund of the service diagnostic fee related to his refrigerator.
It's imperative to reiterate our standard procedure: whenever a customer contacts us to schedule a repair without the coverage of a warranty or service contract, they are duly informed upfront about their responsibility for all charges incurred during the technician's visit.
In **************** case, our technician determined that they couldn't proceed with the repair due to previous work done on the refrigerator by another party. Regrettably, ************** did not disclose this information when scheduling the service, which presented potential liabilities in working on equipment previously serviced by others. Therefore, we made the decision not to proceed with the repair.
As a goodwill gesture, we have issued a refund for the service diagnostic fee to **************. A refund in the amount of $126.87 has been processed via check on May 15, 2024. We acknowledge that it may take 2-3 weeks for the check to be received. Should ************** not receive it within that timeframe, he is encouraged to reach out to me directly at ***************************** for assistance.
Having provided ************** with the requested resolution, we consider the matter resolved and have closed our file accordingly.
We sincerely apologize for any inconvenience or frustration ************* has experienced with ****** Customer satisfaction is paramount to us, and we endeavor to address and resolve any concerns promptly and reasonably. Should you have any further inquiries, please don't hesitate to contact me at *****************************.

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:04/24/2024
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.

Complaint: 21619161

I am rejecting this response because: Zero actions have been done in over 60 days. The original complaint stands: ***** and A&E Factory Services stole $428.00 from me for a repair and a replacement part that was never ordered, never arrived, and there is no way to contact either of these two parties directly. I want a full refund. I want a full refund. I want a full refund.

Sincerely,

****************************
Business Response
Date: 05/28/2024
Please see the attached response.
Business Response
Date: 06/03/2024
Please provide the service telephone number as we are having difficulty locating the repair under the telephone number provided
Customer Answer
Date: 06/04/2024

Complaint: 21619161

I am rejecting this response because: this new request for a valid phone number is only a further stall tactic made by this illegitimate business known as A&E Factory Service. I have provided the same telephone number, the same email address, and same home address for US Postal mailing (numerous times before). I have also provided A&E with a hard copy of their own ************* repair estimate order number # ********, and have attached that same copy again today. Now that I have provided A&E with my phone number, my e-mail address, another copy of their ************* estimate report, and my home address where the first service call was performed. I have also provided you with my Log of all dates and actions taken since the original date of April 08, 2024. This Log includes the A&E service repair man's name, ****, and his cell phone number, along with a photo taken of the A&E service van and the Florida license plate number clearly shown. Now that A&E is properly armed with the entirety of the information available; there should be no further delay in the proper identification of my order, my complaint, and my request for a Full refund. To be clear: I want a Full refund of the original $425.28 paid. I will not settle for Less. I want a Full refund of the original $425.28 paid. I want a Full refund of the original $425.28 paid. I want a Full refund of the original $425.28 paid. I want a Full refund of the original $425.28 paid. I want a Full refund of the original $425.28 paid.

Sincerely,

****************************
Business Response
Date: 06/23/2024
We have forwarded ******************** information to our service managers so they may locate the order.
Customer Answer
Date: 06/24/2024

Complaint: 21619161

I am rejecting this response because:

Sincerely,

****************************
Business Response
Date: 06/25/2024
An update has been received and refund was processed by check on June 15, 2024. Please allow 7-14 business days for the check to be received.
Customer Answer
Date: 06/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****************************
Initial Complaint
Date:04/24/2024
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.
04/23/2024 - We purchased a ******* refrigerator from Lowes in October 2023. It is under warranty. The freezer stopped working and the main fridge section is not cooling properly. We called for service on April 15, 2024 using the service number on the fridge. The appt was scheduled 4/223/24 and no one showed. We have called numerous times and get no results. We finally got an appt for May 7, 2024. That will be 3 weeks without a freezer and whole use of the fridge. I would like to report the service company called A & E Factory Services who are also known as ***** repair. Can someone from your agency help us?
Business Response
Date: 05/31/2024
May 31, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we found that service was cancelled. If ************************** still requires assistance with repair, she may open a new call as we are only an authorized service provider for her 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
Initial Complaint
Date:04/23/2024
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.

Complaint: 21615714

I am rejecting this response because: I will accept the response once I have received my refund in full.

Sincerely,

*********************s the trainer for the other techs . **** stated I should receive my refund in two weeks . Its been three weeks no refund was received . Ive tried over 50 times to contact someone directly with A@E factory services not a tech bit someone in customer service .
Business Response
Date: 05/13/2024
May 13, 2024

Customer Relations
******* **********************
*************************** #****
***********************

Re: *********************
       File Number 21615714

Dear BBB Customer Relations:

We have completed the investigation of ******************* complaint regarding the problems she encountered with the refrigerator repair and her request for a refund.

Upon reviewing her complaint and the service repair order for the refrigerator. In order to investigate and respond we contacted the repair leadership team for assistance. We received a following response from the TM:

We replaced the compressor, evaporator and filter dryer. Compressor was worn out, causing small metal particles from the compressor to migrate into the evaporator and restricted the lines. Compressor was under MFG warranty, evaporator and labor were not covered under warranty. Member paid for non- covered labor chargers and we performed the repair. We returned back due to insufficient cooling, my LMT determined that metal particles from the old compressor had restricted the condenser coil and would need to be replaced.Customer told the tech, she did not want to wait and was going to buy a new one and asked if we could refund what she had paid for labor. Tech submitted refund form via Tech Hub. At this point, the refrigerator is repairable and we could get the part needed to complete the repair. Please, let me know if I need to assign the call to a tech to repair the refrigerator, or customer is waiting for the refund.

****************** was advised of this response however she stated the details were incorrect and that she have reached out to A&E several times requesting her $804.00.

We have documented ******************** complaint and provided the details of the complaint to leadership and her request to refund her for the services.   We are currently waiting the accounting/billing teams response regarding the refund. Upon completion ****************** will receive a response via her email confirming the refund is complete.

We apologize to ****************** for any inconvenience she may have experienced with A&E Factory Services. We appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Business Response
Date: 05/16/2024
May 16, 2024

Customer Relations
******* **********************
*****************************2006
**********************

Re: *********************
      File Number 21615714

Dear BBB Customer Relations:

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

We can understand that ******************** is concerned about receiving the promised resolution.
Upon receiving her rebuttal, we have followed up with the accounting/billing team and has been informed that order shows as disputed, we will need proof of reversal to process credit. ***************** will need to have her bank to provide a letter of determination. Once a dispute is closed out either in our favor or customers their bank will provide documentation of that. We need this before we can process.

We appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:04/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A&E was assigned from HSC to come do a washer repair. The tech never called, or made any attempts to contact me about their arrival. I waited from noon-8pm. To my surprise, the tech falsely claimed that he came to my home, created a fictitious our model and serial number, and FORGED our name on the repair receipt. Il have tried to call A&E and no one will answer, tried to email and no response. This is fraud that a receipt was emailed to me on service that was never performed and most importantly my name is forged on a document I never saw. A&E was contracted to represent ***** Home Services and ***** cannot be contacted either. Not to mention the time and money I lost waiting for them to show up, I am still without my washer and have to start the claim all over again. I would like for someone to please be held responsible for these actions and cannot get any one to care of even hear me out.
Business Response
Date: 05/20/2024
Please see the attached response.
Initial Complaint
Date:04/16/2024
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 through Lowe&#**;s. A & E is the extended warranty provider. The machine is inoperable and I cannot get someone to come look at/honor the warranty. They have missed 3 scheduled appointments so far.
Business Response
Date: 05/15/2024
Please see the attached response

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A & E Factory Services is BBB Accredited.