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

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

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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:11/19/2024
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.
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 Specialist
Initial Complaint
Date:11/14/2024
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 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 Specialist
Customer 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 Specialist
Customer 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 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 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 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 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 Specialist
Initial Complaint
Date:11/04/2024
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 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 Specialist
Customer 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 Specialist
Customer 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 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.
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 Specialist
Customer 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 Specialist
Initial Complaint
Date:10/31/2024
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 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 Specialist
Customer 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 Specialist
Customer 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 Specialist
Customer 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,

**** *********
Initial Complaint
Date:10/21/2024
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 have an extended warranty for my washer we bought at ****** in *******, ** on 11/2/23. My extended warranty number is **********************. I placed a call for service on 9/16 when the washer stopped mid-cycle with clothes and water still inside. The door is locked shut. I have had at least three service dates cancelled (the parts were not in, then they didn't know it was a stacked unit, despite it saying so on the service order). They were supposed to come out today - I got three text messages yesterday and this morning stating they'd be out and then got one at about 8:30 stating they are not coming out today, no explanation and they scheduled us for a time when we won't be home. Forget trying to speak with someone who can help you. The automated system is frustrating and if you do get someone, they are overseas and know nothing - you tell your story over and over even though there should be a record of everything that happened associated with your warranty. ****** can't help, warranty company can't help, *****/A&E can't help. I want to speak with the local provider to find out what's going on, but it seems there is no way to do so.
Business Response
Date: 11/22/2024
November 22, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we show Mr. ****** has a third party warranty with Assurant. The technician completed repair by replacing the control board and pump. If Mr. ****** still requires assistance,he may open a new call as we are only an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.

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

Sincerely,

Regulatory Complaint Specialist
Customer Answer
Date: 11/23/2024

Complaint: 22453611

I am rejecting this response because:
My initial complaint was that it was impossible to get in touch with the third-party service provider, that they canceled appointments with little notice and rescheduled it without notifying us, and there was not a HUMAN to call to get information from. Calls to the company were routed to the *********** where they could not give me any information. It took over a month to get service, and the clothes in my washer were moldy. The washing machine was filled with mold once repaired. The fact that a service person came eventually is not at all satisfactory.

Sincerely,

******* ******
Business Response
Date: 12/28/2024
December 28, 2024

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

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

Dear BBB Customer Relations:

We have reviewed Mr. ******* rebuttal complaint, and we do not find that he has brought anything new information to his complaint. We understand that he remains dissatisfied with the service and the process in place with the third party warranty company. There is no direct line for customer to contact service. For any questions, concerns, rescheduling etc. the customer is to contact their third party warranty company. Mr. ******* third party warranty will then contact the service provider. Since we are only an authorized service provider for his warrantor, we are unable to obtrude upon his warrantors processes. We can only recommend that he contact his warrantor directly regarding the terms and conditions of his warranty agreement.

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

Sincerely,

Regulatory Complaint Specialist
Customer Answer
Date: 12/30/2024

Complaint: 22453611

I am rejecting this response because: I have explained numerous times that ************* was responsible for LETTING US KNOW when they were coming and there was no way to contact them. Its not new information because its the SAME information that they refuse to understand. The company, not the warranty company, but A&E, would send a message that they were coming, then the day of the appointment, would send another saying they werent. Then a technician came and was surprised that it was a stacked unit when the service order specifically read, stacked unit. If we were working and had to take time off, this would be an untenable situation.
Im dissatisfied that there was no way to communicate to the local technicians without speaking to someone in the Phillipines, and they knew nothing

Sincerely,

******* ******
Business Response
Date: 01/30/2025
January 30, 2025

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

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

Dear BBB Customer Relations:

As stated in our previous response, it is the third party warranty company that is responsible for communicating service schedules and/or changes. If Mr. ****** is dissatisfied with our service technicians/process then his warranty company can provide another service company for any repair needs. We are under no obligation to provide Mr. ****** 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 third party 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 Specialist
Initial Complaint
Date:10/20/2024
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.
My Frigidaire range was showing a code of F050, which is the control board. I called my warranty company, ********, and told them about it. They sent me a new control board. On July 19, 2024 a technician from A&E came out and installed the new board. After a week, the code was appearing again. I called my warranty again and they set up an appointment for A&E to come out again on August 12, 2024. He never showed up. I have since been rescheduled 8 times and have had to take days off from work. Days lost from work are unacceptable for no show appointments. When I speak to my warranty company, they assure me that A&E will not be rescheduling me this time. However, it is every time that they do it. A&E says it is because they do not have any techs in the area. If this is the case, then do not schedule for that day. Also, I see the trucks in my area on those days. ******** says they are sending this to leadership again, and will see about reimbursement to me so I can get my own repair man. At this point, I do not find this acceptable because I have lost too many days from work and I do not believe they will pay whatever my invoice will be. I have asked for a replacement range and extended warranty. They have denied that stating that this is considered a recall for an original fix and it doesn't warrant a replacement yet. My range throws a code at random times whether or not it has been used. It will throw a code at 11:40 pm and it does it 4 or 5 times. I am done with this company and having to reschedule every time. My most recent service date was for 10/17/24 and was rescheduled at 6:08 pm, service times are 8-5. Then on 10/19/24, I received an email stating that my appointment is now scheduled for 10/31/24 from 8-5. This is constant with the scheduling. I want a resolution as I need my range to cook and I do not want to have to be woken up in the middle of the night or for the code to be happening while I am at work. Give me a new range!
Business Response
Date: 11/19/2024
November 19, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we show Ms. ****** has a third party warranty. Currently, we do not show an open order. If Ms. ****** still requires 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 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 Specialist
Customer Answer
Date: 11/19/2024

Complaint: 22447245

I am rejecting this response because after being rescheduled 9 times, my warranty company finally went with a repair company that actually called me to schedule a service appointment and they showed up! I am completely appalled by the lack of service from a ***** company. so, while my range has been tended to, it was definitely not by any of this company's doing!

Sincerely,

******* ******
Business Response
Date: 12/24/2024
December 24, 2024

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

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

Dear BBB Customer Relations:

We have reviewed Ms. ******* rebuttal, and we do not find that she has brought any new information to her complaint. We understand that she remains dissatisfied with the process that is in place for customers that hold a third party warranty. With that said, Ms. ****** has confirmed that another repair company has completed repair to her range, therefore, 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 Specialist
Initial Complaint
Date:10/17/2024
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.
October 2023 I signed up for ***** Protection Home Warranty plan for $49/mon. In Aug '24 I called about my GE Profile Over the Range Convection/Microwave Oven. 1st appt. Sep 6, '24 Technician ***** arrived, heard my description of the problem, got the model # of the appliance and ordered 2 parts. 2nd appt. to install parts was set for Sep 16 '24. No one showed up and I was not notified. I could find no telephone # that would allow to speak with a live person. I rescheduled via the computer for Oct 1 (1st available appt.). The technician called me the morning of Oct 1 to tell me he could not work on my appliance because it was a microwave (I insisted the microwave wasn't broken). At that point I demanded a technician come out that day. Impressively I had 2 show up. They (****** & ****) took the oven down & examined it; determined the 1st tech misdiagnosed the problem and ordered the wrong parts (for microwave). **** ordered a part for the convection oven. I allowed them to leave the appliance on my dining room table. I contacted **** through his work # to let him know when the part arrived. The day before the next appointment, Oct 15, I rec'd an email stating that my part has not yet arrived. In fear of them cancelling the appt. for 15th, I called **** and told him my concerns. At this point, their computer information was that none of the parts had ever been received. Their emails should have the ability to do a chat but the chat robot didn't recognize my phone # & couldn't help me (the correct phone # is in my acct.) The ability to change the appointment has disappeared and is a "cancel" only option. **** did come out on the 15th, spent 5:30-7:30 working on the appliance: installed the new part and the oven would only stay on for 2 seconds before shutting down. He was too tired to cont. & said told me he would return in the next 2 days. He hasn't come back. Next appt. is Oct 23. I want $ back I paid for ************* to buy new oven.
Business Response
Date: 11/14/2024
November 14, 2024

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

Re: ****** *********
       File Number 22435544

Dear BBB Customer Relations:

We have completed our investigation of Ms. ********** complaint regarding the problems she encountered in getting her GE range repaired and parts not being readily available to complete the repair.

Our record indicate that ************ has a ***** Protect Home Warranty covering her range. Upon receiving her complaint, we forwarded Ms. ********** complaint to the proper department for assistance. We also contacted the local repair unit and received the following response from the Territory Manager:

This service order was closed on October 31, 2024, unit is being submitted for options as non-repairable and the *** team is working this. We are currently waiting on a response from the team and Ms. ********* will be updated with a response accordingly.

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
**********************************************************
Customer Answer
Date: 11/18/2024

Complaint: 22435544

I am rejecting this response because:
Ms. ********,
I am rejecting your business response as it is simply an apology. While an apology for my problems or frustration implies good intentions, this is not addressing the turmoil that dealing with ***** Protect has brought into my life.
Since the first appointment on September 6 (which I scheduled in August), I have spent countless hours trying to reach a live voice by phone,waiting on **********s to arrive (rarely on time if they arrived), trying to put notes in the computer appointments (which rarely worked), doing a chat online (which never worked because someone entered an incorrect phone number on the chat), and spending hours with **********s in the house.
Here is the rundown:
    Sept 6: Technician arrived, heard my description of the problem, got the model # of the appliance and ordered 2 parts.
  Sept 16: Parts had previously arrived and this appt. was set for ********** to repair unit. No one showed up and I was not notified.Rescheduled online for1st available appointment which was Oct 1.
  Oct 1: Technician called me to say he could not repair a microwave despite my telling him the microwave part of my unit was not broken. The convection oven part was broken. I insisted that someone come out that day.
          Two **********s showed up in the afternoon and determined that the first ********** ordered wrong parts (were for microwave) and determined which part was needed (convection oven fan).
    Oct 14: Contacted ********** to make sure he was coming on the 15th (scheduled appt.). Someone had put misinformation into the computer stating that none of the parts had arrived. I assured him that the part he ordered had arrived.
    Oct 15: Technician showed up at 5:30 p.m. and worked 2 hours. In that 2-hour period, he had replaced the convection fan element and incorrectly put my unit back together. He left; he was exhausted. Unit was inoperable.
  Oct 23: Tech arrived and, with his managers agreement, said that the appliance could not be fixed. He left the house to call the ************* came back in the house and told me the ************ would be in contact with us within 5 days to set up replacement appt.
Oct 24: Email arrived saying I had an appt.on Nov 21 and it appeared that a part had been ordered.
A few days later an email arrived changing the date to Nov 8.
Oct 29: part arrived.
Oct 31: Tech was very upset that the company said they had to put a control panel in before they would declare the unit unfixable. New control panel did not fix the problem. **** said the company would be in touch the next week with the next steps.
No one from the company contacted me.
   Nov 14: I called ***** Protect and was transferred to ******. He checked with the back office to see where my complaint stands. He said that the *** Hotline team (case #*******) needs someone to come out to take pictures and check out the machine. ****** has initiated a replacement request and sent it to the team. An appt. has been set up for tomorrow Nov 15,8am-12 pm for the tech to take pics etc. After those are sent to the replacement approval team, I will receive a coupon code. The brand will be different. If I do not like the brand, I have to choose another product using their $500-$550 voucher and make up the difference with our $. If I had not called, when would they have called me???
Nov 15  Technician came out thinking he had a repair job.   I had already called ****** in Benefits and he double-checked that it is not a service call; ********** was to take photos to be sent to VRS Hotline Team. ****** said that this was to be a ************************* and to call back when the ********** arrived to get this straightened out.
The ********** called his manager ******* ****** who then contacted **** Doctor,head of replacement team. Correct paperwork was supposedly then filled out. I had the ********** wait while I got Benefits on the line. This time it was ****** who said the wrong request for the appt. had been made yesterday and I could let the ********** go (which I did). The replacement has been approved as of today. In 35 business days coupon code plus authorization amount would be emailed. I can go to ********* to choose any model I want. By the way, no photos were required.
I am writing this letter on November 18 and have not heard from the companyIve received no coupon code & authorization amount.
Ms.********, in my opinion, anyone reading this letter would think that ***** Protect is running a scam. I have to keep paying $49/mo. while a tech makes my appliance unfixable; people with whom I speak dont know what they are doing and even seem to walk away from the phone and leave me hanging with dead air. I cannot cancel my policy, or I will not get a replacement even though the process began 3 months ago. Benefits told me I can get some compensation for my problems. $50 if a part is on order. By the time I learned this, no more parts were being ordered.
Jokingly,I told people the whole point of my calling the ********************* in August was so that Id be assured of a workable unit by Thanksgiving. It is no longer a joke. Thanksgiving is a week away.
Considering the truly awful reviews online (which I so wish I had seen before I started this journey), I think your company should start making things right for your customers. I want cash back for the $100 I was charged on Aug 28; I want my $49 back for September, October, November & December (which Im sure I will be charged for); I want my replacement to be a GE Profile PVM9179SRSS1SS without my having to pay any extra cash for it and Id really like it to be installed before Thanksgiving.   The reason this unit is being replaced is because the ********** did not know how to put it back together after replacing the problem part.
I have been dealing with a problem created by **********s and amplified by people in departments who have either given me false information or incompetently entered information into the computer.
Please show me that your company cares.

Sincerely,

****** *********
Business Response
Date: 11/20/2024
November 20, 2024

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

Re: ****** *********
      File Number 22435544

Dear BBB Customer Relations:

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

As of November 19, 2024, upon completion of the *** research,Ms. ********* was authorized a replacement washer valued at $709.99. She was emailed the authorization code via her ************************* email as of today,November 19, 2024, to select and order her replacement range on our website.

Regarding her request for the $100 she was charged on Aug 28; the $49 back for September,October, November & December; the request has been forwarded to the proper department, the ********************************* to address and contact her regarding any refunds per the warranty.

We appreciate the opportunity to address the matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 11/21/2024

Complaint: 22435544

I am rejecting this response because:
I am pleased with the replacement voucher and have ordered my new unit. Sadly, the first opportunity for installation was the day before Thanksgiving. I'll be cooking all day and cannot afford the time of having an installer. I'll just have to make do with the oven.
I appreciate "Regarding her request for the $100 she was charged on Aug 28; the $49 back for September, October, November & December; the request has been forwarded to the proper department, the ********************************* to address and contact her regarding any refunds per the warranty."
I cannot, however, accept this response until I hear positively from the proper department about the refunding of my money as requested. Please remember this issue could have been resolved on Oct 16 by the technician's fixing of the unit. He actually created a problem, unrelated to the original problem, that no one seemingly could fix.

Sincerely,

****** *********
Business Response
Date: 11/26/2024
November 26, 2024

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

Re: ****** *********
      File Number 22435544

Dear BBB Customer Relations:

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

Regarding her request for the $100 she was charged on Aug 28; the $49 back for September,October, November & December; the request was forwarded to the proper department, the ********************************* to address. We received for flowing response from management: Member has only been approved 1 month which is $49.99. The member have already received the refund for $100.00. The refund for the $49.99 was issued back to her credit card on file.   If she has any further questions regarding the warranty/refunds, she will need to contact the warranty team directly.

We appreciate the opportunity to address the matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 11/27/2024

Complaint: 22435544

I am rejecting this response because:
I received this email from you on 11/27/2024. There is nothing new. I stand by the response I sent you on Nov 21/2024.
If you do not have it, please let me know.

Sincerely,

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

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