Business Profile
Major Appliance Services
A & E Factory ServicesHeadquarters
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.
- 86 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/02/2024
Type:Service or Repair IssuesStatus: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 a warranty through ******** for my GE front load washer. I have an issue with my washer and Assurant set up an appointment with A &E Factory Service to diagnose and repair washer.Oct 3 I had an appointment to get the washer diagnosed and two parts were ordered. A repair appointment was set before the technician left for 25 Oct from 8-12 to install the parts. I received the parts to my house on 7 Oct. On 25 Oct I waited for the repairman to show up. I received text messages confirming my appointment and replayed properly to keep the appointment. Around 11 on Oct 25 my appointment time was changed to 18 Nov 8-12 without anyone from the company talking to me. After fighting with a call center and getting nowhere I accepted to appointment change. Today 18 Nov I received texts about my appointment 8-12 and at 1220 I received a call saying the technician cancelled. Now I have an appointment for 27 Nov 1-5. I cant get a hold of anyone higher up at the company to talk to other than the operators who schedule appointments. Totally unacceptable on A&E Factory Service and on Assurant to keep assigning repairs to A&E Factory Services.Business Response
Date: 01/03/2025
January 2, 2025
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** ****** ***
Dear BBB Customer Relations:
After researching the service history, we found that service was completed the same day that the complaint was filed which was November *******. If Mr. *** still requires repair service, a new order will need to be opened 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 SpecialistInitial Complaint
Date:11/27/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The technician was simply put inept and did not want to preform his duty. He wanted me to sign a document regarding movement of the item which is fine the refrigerator was already removed from its built in location prior to the techs arrival. The technician listed possible damages as water damage but this model refrigerator doesn't have a water connection. The freezer is a separate unit and it receives water. He also listed fire as a possible damage and when questioned ON VIDEO he said he was afraid of setting the house on fire. He mentioned cabinets and countertops however again there were none near by. I wasn't going to sign such a ridiculous document that this technician manually typed in. After he left i called ***** (again on a recorded line) and they apologized promptly and said they would send another technician between 2:30-4pm. At 4:30 i called to find out where the new technician is and they told me they canceled for cause saying i was irate and hostile. I was no such thing and again may i remind you I HAVE IT ON A RECORDING AS SEEN BY SCREENSHOTS. this is accusatory defamation by an employee however i still have a repair contract that needs to be upheld or you can use the buy out option and pay us $4000.00 per our contract if you cant fix the refrigerator.Business Response
Date: 12/16/2024
December 16, 2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** **** **********
Dear BBB Customer Relations:
After researching the service history, records show a third party warranty with ********. We currently do not have an open service order. If Mr. ********** still requires service, he may open a new call through his warrantor with another service provider. Since we are only an authorized service provider for his warrantor, Assurant we are unable to obtrude upon his warrantors actions. We can only recommend that he contact them directly with any questions.
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 SpecialistCustomer Answer
Date: 12/17/2024
Complaint: 22611176
I am rejecting this response because: for starters its American Home Shield not assurant or whatever you thought it was.Secondly why not reply towards your poor contractor who showed up under the influence of drugs or alcohol?
Furthermore why noy respond to the blatent lies regarding my refrigerator location and it not being built-in at the time of arrival of your employee as shown in the photos for proof?
Why not acknowledge that you did no work on the unit and closed the file with AHS saying you did. Thus leaving me without a refrigerator during the Thanksgiving holiday even though you were contracted with ******************** on my behalf.
You had an open order as that is clearly your document that i signed under duress though your employee said i didn't. You can clearly see the signature! Thats another lie!
Your company messed us over based on your inept employees hear say & you wont acknowledge your responsibility. Your company got paid by *********************
Nothing you stated in the response has anything to do with these issues. I suggest you go back and do more research before you look silly twice!
Kindest of Regards,
**** **********Business Response
Date: 01/20/2025
January 20, 2025
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** **** **********
Dear BBB Customer Relations:
While we understand ************* remains unhappy, and we do apologize for referencing the wrong client name, the fact is that we were contracted by his home warranty company and they are our client. We informed them that we are unable to service ************* and it would be his home warranty companys responsibility to provide another service company. We are under no obligation to provide ************* with a repair and since he is clearly unhappy with our service, it seems a mutual decision for us to not provide him with service in the future.Again, if he needs further assistance with this, he would need to reach out to his home warranty provider.
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 SpecialistCustomer Answer
Date: 01/21/2025
Complaint: 22611176
I am rejecting this response because: this is simply an attempt at passing the blame. He was your employee, driving your van, working for your company, on A contract provided to you by ********************. To say theyre the ones responsible is a farse! You call yourselfs the appliance experts but clearly thats a lie. The only reason your employee didnt want to do the job is because the allowable was to small. Thats why he created this problem in the first place.CAN YOU PLEASE ADMIT THE FOLLOWING?
-THE REFRIGERATOR IS NOT NEAR CABINETRY OR COUNTERTOPS
- THE REFRIGERATOR DOES NOT HAVE A WATER CONNECTION
- THE REFRIGERATOR WAS NOT BUILT-IN AT THE TIME OF HIS ARRIVAL
- THAT YOUR EMPLOYEE WAS CLEARLY LYING ON THE DOCUMENTATION HE FORCED ME TO SIGN
I accept that after the run around from your company i didnt trust or want to do business with your company. Unfortunately i didnt have a choice until your company did what it did and treated my family with such disgusting behavior. That still doesnt answer the fact that you were hired to do a job and you didnt do it. You charged for parts, you charged for travel and you lied about all of the work completed. I have all evidence of the paperwork and pictures of your employee clearly in the uploaded photos and it shows me as the client, not American Home Shield. You should be ashamed of yourself for being this crass and ignorant in your attempt to make this go away!!! I hope they pay you well because you will have a fun time in purgatory after selling your soul like this.
Sincerely,
**** **********Initial Complaint
Date:11/25/2024
Type:Service or Repair IssuesStatus: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 extended warranty of dryer. They have been no call and no show 3 times, been down over a month. I have taken off work, multiple days. I have spent hours on the phone with ******** (3rd party warranty) and A&E ***** home warranty provider to whom it is assigned. The confirmation texts keep coming for 7 visits , with NO way for me to reply to them. I have had no fewer than 20 conversations on the phone stating technicians are showing, NO one comes, calls etc.I expect damages, for out of service, lost wages, and pain and suffering for weeks of calls and triage to no avail.Business Response
Date: 12/28/2024
December 28, 2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** ***** *****
Dear BBB Customer Relations:
After researching the service history, we found service was initially scheduled in early December and not completed. Currently we do not have any open service orders for Ms. ****** If Ms. ***** still requires repair service,she may open a new call as we are only an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that he contact them directly regarding the terms and conditions of her warranty agreement.
We apologize to Ms. ***** 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 SpecialistInitial Complaint
Date:11/19/2024
Type:Service or Repair IssuesStatus: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.
They were supposed to have a technician out here today in the massive unpredictable time slot of 8am-5pm. No contact all day and at 3pm I get an automated text saying that the service has been rescheduled for more than 2 weeks from now! I sit home all day waiting for this person to show up and perform their job, and then 7 hours into the 9 hour availability window they can't even be bothered to contact me and instead I get an automated text telling me it has been rescheduled. This is the 3rd time this has happened with this company. They are doing warranty repair work for ********** and probably other appliance brands. I will not buy ********** again due to this issue. If I had a choice to not work with A&E Factory Service again, I wouldn't do that either.Business Response
Date: 12/24/2024
December 24, 2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** **** ******
Dear BBB Customer Relations:
After researching the service history, we found service had been rescheduled for November 25, 2024. However, the technician required a helper which was not assigned so the service was canceled. Since Mr. ****** has a third party warranty and we are only an authorized service provider, he would need to contact ********** to open a new call. We currently do not have any open service orders for Mr. ****** since then. Again, 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 SpecialistInitial Complaint
Date:11/14/2024
Type:Service or Repair IssuesStatus: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 ordeal began Oct 10 with an online order for repair of my barely one year old ******* Refrigerator. Originally apptmt was set 2 days later for Oct 12 until a guy called asking for specific issue, stated that a new icemaker would be delivered to my home and tech would now not arrive until over 2 weeks later! After contacting again that tracking stated the part would be here 10/14 the appointment was then set for 10/16 (8 days prior to my latest reschedule!). Keep in mind that their window of arrival is 8-5 and then updates CONTINUALLY changing arrival estimate throughout each appointment day. Icemaker was replaced, did not resolve the issue and we start the appointment process all over again the next day. Tech returned 10/21 to actually attempt to diagnose the issue, stated parts would be ordered and next available slot was not for 2 weeks on Nov 4! I then get a text 10/28 stating my parts had arrived early, tech would be able to come sooner and appointment was moved to 10/29. As before, I got continual updates moving the arrival time to later, then later yet all day long until 5:30p stating my parts would not arrive in time so after waiting ALL DAY they then reschedule to next day 10/30! 10/30 same scenario of waiting an entire day to get yet another text a 4:05p moving it to 10/31 with the excuse that parts had not arrived on time. Day #3 the tech actually arrived, installed the newest parts and all to no avail again. The next appointment given was yesterday 11/13, updates from early AM with approx arrival of 8:45a, stating I was next in line several more updates until 2:03p with an update that I had now been rescheduled to 11/19. I have now wasted 6 days of which half were ultimately no-shows and it is impossible to reach a live person with this company. I have requested from the warranty company to send a new and reliable service company and this is the only one under contract (almost 100 mi. away!). Ridiculous and unacceptable!Business Response
Date: 11/29/2024
November 29, 2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** *** & ******* *****
Dear BBB Customer Relations:
After researching the service history, we show the ****** have a third party warranty with Assurant. Currently we show the last service order as complete. If *** and Mrs. ***** still require service, they may contact Assurant to open a new call as we are only an authorized service provider for their warrantor. We are unable to obtrude upon their warrantors actions and recommend that they contact them directly regarding the terms and conditions of their warranty agreement.
We apologize to *** and Mrs. ***** 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 SpecialistCustomer Answer
Date: 12/02/2024
Complaint: 22554808
I am rejecting this response because: I am entering the 3rd month of an unrepaired refrigerator icemaker unit after 7 appointments of which 3 were actually kept by ***** Home Repair. The issue is STILL not resolved but I am awaiting the next step from Assurant's ************** on the next step to resolve this barely year old refrigerator's issue.
Sincerely,
***/******* *****Business Response
Date: 01/02/2025
January 2, 2025
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** ***/******* *****
Dear BBB Customer Relations:
We have completed our review of *** and Mrs. ****** rebuttal complaint and would like to clarify that we are only an authorized service provider. Since the ****** have a third party warranty, we do not have visibility into their account with Assurant. Since the ****** have stated that they are awaiting the next steps from their warranty company, we have noted their concerns and closed our file.
We apologize to *** and Mrs. ***** 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 SpecialistCustomer Answer
Date: 01/03/2025
Complaint: 22554808
I am rejecting this response because: I'm not sure why you are trying to address blame for the disservice supplied by your 3rd party hiree, ***** Home Repair. You were assigned this repair to handle via Assurant, in fact the only eligible repair service available with whatever agreement you have between them and your organization. This is not a pass the buck ***** you and you alone are responsible for the terrible service provided by the company YOU hired, no one else! I would suggest addressing my complaint with your service appointee before calling this case closed....far from it!
Sincerely,
***/******* *****Initial Complaint
Date:11/06/2024
Type:Service or Repair IssuesStatus: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 contacted A&E Factory repair to fix a problem with my washing machine. The technician came out and diagnosed it that it would need several replacement parts totaling $448. My machine is 3 years old. I was told that the parts would take two weeks to come in. I scheduled the service and the technician was to be at my home between 8-12. He didnt show up until 2:30. When he did the repair, he didnt test the machine to make sure it worked properly. I ran a load of laundry and the same problem occurred. It will not spin the water out. I just want my machine repaired. If it is not possible, I would like an honest answer.Business Response
Date: 11/24/2024
Please see the attached response.Initial Complaint
Date:11/05/2024
Type:Service or Repair IssuesStatus: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 am filing this complaint due to repeated cancellations, poor communication, and lack of resolution from A&E Factory Service regarding the repair of my ** washer/dryer combo, which is under *********** appliance requires a replacement part covered under warranty, and A&E was assigned as the authorized repair provider. Despite having two scheduled service appointments, A&E canceled both on the same day they were set to take place. These cancellations occurred without prior notice, even after I confirmed each appointment with their customer service team. While awaiting for a third reschedule, it seems I am last priority of the day and can see 6 other stops ahead of my appointment, leading me to suspect that I may get cancelled for a third time.When I attempted to follow up, I was directed to an overseas call center, where agents provided little to no assistance. Each time I called, I received vague explanations and no concrete plan to resolve the issue. Their lack of communication, combined with their repeated cancellations, has left me without a working appliance for an extended period, despite my attempts to adhere to the warranty process.I am requesting immediate intervention to secure a firm service appointment or to be assigned to a different authorized repair provider. My experience with A&E Factory Service has been highly unsatisfactory, and I am seeking a resolution so that my appliance can be repaired promptly.Business Response
Date: 12/09/2024
December 9, 2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** ****************
Dear BBB Customer Relations:
After researching the service history, we show Mr. Field has a third party warranty and a request was made to cancel to reschedule again. If Mr. Field still requires repair, a new order will need to be opened through the third party warranty 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. Field 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 SpecialistInitial Complaint
Date:11/04/2024
Type:Service or Repair IssuesStatus: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 bought a washer from ***** and purchased warranty. The washer had a problem where clothes were being ruined by the water level and detergent not mixing properly. I called Lowes warranty and they set me up with a company called A&E . They have been out 3 times, 1st time they said they fixed it...problem wasn't fixed, called again and they came out I told them it wasn't fixed and was doing the same thing. A&E worked on it and after they left I went in there to wash a load of clothes and seen that they had completely broke the part where my fabric softener and water button is... didn't even have anything to do with my original problem. They left without even telling me . I immediately called back and they scheduled service again for Nov 3, 2024 . He came out and said nothing he could do ..even though they broke it. I was told I would have to pay for it. Why should I have to pay for what they broke.Business Response
Date: 12/05/2024
December 5, 2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** ****** *******
Dear BBB Customer Relations:
After researching the service history, we show Ms. ******* has a third party warranty, Assurant which she purchased from Lowes. The reason why Ms. ******* was told she would have to pay is because the last service call was set up directly with our service instead of through Assurant. If Ms. ******* still requires assistance with her appliance, she will need to open a new call through ********, as we are only an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.
We apologize to Ms. ******* 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 SpecialistCustomer Answer
Date: 12/08/2024
Complaint: 22510771
I am rejecting this response because: I completely understand understand that they were called out with it being under the warranty, even though their company is the one that scheduled appointment after I explained to them. But for them to come in our home and BREAK a different part of of washer than was not even messed up and leave and not tell us they broke it , is not good business. I feel if this company went on a job and broke it they should have to fix it. I understand I will have to call Lowes to have another service schedule to fix the problem I was having with washer, but not the pieces that A&E broke while they were out looking at it.
Sincerely,
****** *******Business Response
Date: 01/10/2025
January 10, 2025
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** ****** *******
Dear BBB Customer Relations:
We have completed our review of Ms. ******** rebuttal complaint, and we can only redirect her to her warranty company. We understand Ms. ******* remains dissatisfied with this process and we can only apologize for her experience. In the interim, we have noted her comments and have closed our file.
We apologize to Ms. ******* 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 SpecialistCustomer Answer
Date: 01/15/2025
Complaint: 22510771
I am rejecting this response because:A&E came in my home, broke my fabric softner despenser "wasn't even the reason they were called out over" and left . They failed to tell me they accidentally broke it, wrote the report up for my warranty saying that it voids my warranty due to customer misuse..and now I am stuck. I will be calling someone else to fix my washer but AE should be liable to fix what they broke. ****** told me to contact A&E.
Sincerely,
****** *******Initial Complaint
Date:11/04/2024
Type:Service or Repair IssuesStatus: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.
09/20/2024 original payment date . service order number ******** repair a refrigerator, diagnosed compressor and evaporator parts ordered, parts were delayed and multiple appointments cancelled. Technician scheduled not certified to work on the appliance appointments rescheduled multiple times and rerouted to proper tech. 10/16/2024 repair done. Gave the refrigerator multiple days to cool down, cooled to temp 2 days and quit. They sent out the non-certified tech again on 10/2224 to diagnose what was wrong and then certified tech on 10/24/24 to fix the issue (all under their warranty). **** ordered a new compressor. Part delayed again but arrived for new scheduled repair date 11/4. Have made over the course of this experience at least 10 to 15 calls to their customer service, which appears to be a call center. Today they have scheduled the non certified technician again and the call center would not send out to the schedule department the request for the correct tech. I have requested the repair order be escalated . I have never received a call from anyone able to fix this issue.Business Response
Date: 11/29/2024
November 29, 2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** ***** ******
Dear BBB Customer Relations:
After researching the service history, we found that service was completed on November 8, 2024, for the refrigerator by installing the compressor. If Ms. ****** still requires assistance, she may open a new call within the warranty period. In the interim, we have noted Ms. ******* concerns and have closed our file.
We apologize to Ms. ****** 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 SpecialistCustomer Answer
Date: 12/18/2024
Complaint: 22509757
I am rejecting this response because:
The company I had a problem with eventually completed the repair 2 months after the fact. I never heard anything from them in reference to the complaint.
Sincerely,
***** ******Business Response
Date: 01/20/2025
January 20, 2025
BBB Customer Relations
**********************
****************************************************************
*******, *******; 60611
Re: ******** ***** ******
Dear BBB Customer Relations:
We have completed our review of Ms. ******* rebuttal complaint, and apologize again for her experience. Since Ms. ****** confirmed that the company she had a problem had completed repair, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Regulatory Complaint SpecialistInitial Complaint
Date:10/31/2024
Type:Service or Repair IssuesStatus: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 want my fridge repaired ASAP The door hinge broke and entire door crashed to the floor causing additional damage.Business Response
Date: 11/27/2024
November 27, 2024
BBB Customer Relations
**********************
****************************************************************
*******, *******; 60611
Re: ******** **** *********
Dear BBB Customer Relations,
After forwarding this matter to the service unit, we show that the right door hinge had been ordered on November 13, 2024. Once received, a new service date will be scheduled. In the interim, we have noted Ms. ********** concerns, and have closed our file, pending parts.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Regulatory Complaint SpecialistCustomer Answer
Date: 12/02/2024
Complaint: 22497024
I am rejecting this response because:They could have ordered that parts sooner based on what the original tech reported. But they refused to do so. Here were are over a month later and my refrigerator is still not fixed. Who knows when all the parts will be in or even when my refrigerator will be fixed correctly.
Sincerely,
**** *********Business Response
Date: 01/03/2025
January 2, 2025
BBB Customer Relations
**********************
**********************************************************
*******, *******; 60611
Re: ******** **** *********
Dear BBB Customer Relations:
We apologize for the delay and have forwarded this matter to our Service contacts to research further. We are currently awaiting their response and will provide an update shortly. In the interim, should ************ have any questions, she may contact her third party warranty company regarding the status or next steps.
We apologize again 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 SpecialistCustomer Answer
Date: 01/04/2025
Complaint: 22497024
I am rejecting this response because:A& E keeps scheduling appointments, all day appointments and cancelling them last minute. Here I am going on 3 months and my refrigerator still isn't fixed.
I have been in contact with my home warranty company. They told A & E to submit a report that it was over 21 business days from the 1 st call, not being able to obtain the necessary parts within 72 hours. Well A & E stalled until the end of the 72 hours. And magically found the missing part. So warranty company said I had to give them a chance. Because an appointment was scheduled again.
A & E cancelled on Dec 23 & Dec 30.
My warranty company has been in contact with A & E since day one. They have expressed their frustrations with the lack of service. That A & E keeps giving false information to them.
Sincerely,
**** *********Business Response
Date: 02/05/2025
February 5, 2025
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611
Re: ******** **** *********
Dear BBB Customer Relations:
While we understand Ms. ********* remains unhappy, the fact remains that her warranty company has the ability to schedule repair with another service provider. Our records show that as of January 8, 2025, service was completed by the technician installing the door hinges and door bins. Should Ms. ********* required further assistance, she will need to contact her warranty company to arrange a new call. In the interim, we have noted Ms. ********** comments and have closed our file.
We apologize to Ms. ********* 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 SpecialistCustomer Answer
Date: 02/07/2025
Complaint: 22497024
I am rejecting this response because:It should NOT take MONTHS, to get a crucial appliance repaired. Your company kept scheduling and cancelling appointments for days and weeks on end, throughout this repair. Some were cancelled after waiting all day & your automated system says " your technician is 1 stop away" or " your technician is on the way".
Also per my warranty company, once a contractor orders parts & schedules repair date, they can NOT change contractor.
Your company needs to provide better service to it's customer's and better customer call center service. Cause they all say they are the supervisor and they will forward concerns and complaints to the department. Which never resolves anything, because they probably do NOT exist.
Sincerely,
**** *********
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