Complaints

This profile includes complaints for A & E Factory Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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A & E Factory Services has 11 locations, listed below.

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• 

  A & E Factory Services

  5407 Trillium Blvd Ste B120 Hoffman Estates, IL 60192-3413

  
• 

  A & E Factory Services

  3333 Beverly Rd E5-377a Hoffman Estates, IL 60179-0001

  
• 

  A & E Factory Services

  639 Gravois Bluffs Blvd Ste B Fenton, MO 63026-7740

• 

  A & E Factory Services

  3158 S Main St Salt Lake City, UT 84115-3750

• 

  A & E Factory Services

  597 E Ordnance Rd Glen Burnie, MD 21060-6555

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:11/14/2022

  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.

  I hired A@E Factory Service here locally to repair my washer and dryer.Both appliances were repaired to my satisfaction.The repair cost for the dryer was $120.77 yet I was charged $170.77. After several attempts,this company refuses to refund the difference. I will mail a copy of my receipt to you for ************ help me get my refund.

  Business Response

  Date: 12/09/2022

  
  December 9,2022
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re:  # ******** *****************************
  
  
  Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
  Dear BBB Customer Relations;
  
  We have completed the investigation of ******************** complaint regarding the extra charges on the repairs of his dryer.
  
  Since ****************** was charged extra for this repairs by mistake, he was charged for a maintenance cleaning and fuel charge.  ****************** was provided a refund on the difference for the service. The refund was processed on December 9, 2022, in the amount of $56.95. We would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ****************************** With that being said, since we did provide Mr. *********** her requested resolution, we have closed our file.  
  
  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. Please feel free to contact me at ***************************** if you have any further questions.
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  
  

  Customer Answer

  Date: 12/14/2022

   
  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:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a ***** Home Warranty and have been trying to get both our washer and dryer fixed since January 2022. The main issue with our dryer has been resolved (which took 7 months). However, they have yet to resolve the issues with our washer. Additionally, new issues keep coming up after one particular tech comes to our house. Three times now, something else on the washer has been broken (the computer and a foot) or incompletely fixed (new computer not wired in correctly) when he has been here. That's not including the issues we have had with him fixing our dryer.While he is very kind and professional, I need to request for him to no longer come to our house as I need my appliances completely fixed. However, I cannot talk to a real person with A&E to make this request. When I spoke with a real person through the ***** Home Warranty, she told me she was unable to place a request about a tech.This is starting to seem like a scam to keep people paying for the warranty without actually fixing their appliances.

  Business Response

  Date: 11/30/2022

  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re: # ******** ***************************
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We do sell the ***** branded ***** Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.
  
  Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that ***** might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch. It is the consumer choice to refuse any service provider and Cinch will assign another provider.
  
  That being said, ****************** indicates she has had issues with her Washer and ***** since January 2022 and that she is covered under a ***. We want to clarify that ****************** did not purchase the *** until April **************************************************************************** good working order when the warranty goes into effect.
  
  At this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If ****************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his ***** Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:
  
  If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service department at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.
  
  With that said, since we do have them working on ****************** issue we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.
  
  
  
  Sincerely,
  
  *******************************
  Regulatory Complaint Specialist
  *********************************************
  

• Initial Complaint

  Date:11/11/2022

  Type:Product 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.

  Service date 10-25-22. Paid $562.29 of a total bill {when, if ever, repaired )of $838.98. Repairman said 2 parts were ordered. 2 parts came but when I called to confirm appointment for repair I was told there is another part that was ordered and that they have NO idea when the part will be sent, if ever. Was to receive email with ship date of part and have not received call or email. Have called 10 times to find out when part will be sent or if not available anymore I want my money refunded. All they do is transfer me around and around, with no answers. This call center is in another country and they do not even attempt to help with any problem. If this part is not on the way then I want a refund in full as nothing was done.

  Business Response

  Date: 12/09/2022

  December 9, 2022
  
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18391861- *****************************
  
  Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business.Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.
  
  Dear BBB Customer Relations;
  
   We have not completed the investigation of Ms. ******** complaint regarding the refund for the repairs on her refrigerator.
  First, we would like to apologize for any inconveniences or frustration ****************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ****************** as a loyal customer and we regret the delay in resolving this issue.  Since,BBB give us limited time to provide a response to the complaint, we ask to have this matter close. We have reach out to ****************** and we will keep working with ****************** to resolve this matter, since we need to pick up the parts so we can issue the refund.
  Again, we apologize for any problems or frustrations that Md. ******* 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.  If you have any further questions, you may contact me directly via email at ***************************** .   
  
  
  Sincerely, 
  *************************
  Regulatory ************************************** Corporation

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18391861
  
  I am rejecting this response because:
  I was told my refund check is in the mail, I have nor received the check as of today.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/10/2022

  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 had a service call scheduled between 2 and 5pm through ****** Warranty with A&E Factory Services. I received no confirmation call from this company prior to my scheduled time. I called at 230 to confirm someone would be coming. At first they couldn't find my appointment, and then when they did I was reassured several times during the call a tech would be out at approx 4pm. 4, 5, 6, and 7 cakes and went. No call, no show. When I called this morning, I was told the tech tried to call but it went to a voice-mail that wasn't set up. Which is blatant lie. No call came to my phone and my voicemail works fine when called from any other number. Then they told me that the tech rescheduled my appointment... for December 28th!!! The appointment for November 9th was set back in August. And this is the only company that services ****** contracts in my area? How did they ever land ****** to fulfill service requests? It's no wonder to me that they only have a 1 star rating.

  Business Response

  Date: 12/05/2022

  December 5, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  
  Re: *****************************
        File Number 18388552
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  With that said, we have completed our investigation of Mr.  ******** complaint regarding the repairs he required for his ******* branded refrigerator.
  
  We would like to clarify that we did not sell ****************** his refrigerator and we are not the manufacturer or the obligor of his manufacturers warranty on his refrigerator. We are just the repair provider that ******* contracted to provide repairs to Mr. ******** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is *******.
  
  Upon reviewing Mr. ******** complaint, we made contact with the local service unit for assistance.  Our records indicate that a technician is scheduled to go to the home on December 28, 2022.  We made contact with the local routing department for assistance with a sooner repair date.  We were advised by the team that ****************** has the soonest service available, and will be included on the sooner service list.  
  
  We apologize for any problems or frustrations that ****************** may have experienced with A&E Factory Services.  We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************
  

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 11, 2022 A and E determined that parts needed to be ordered by my dishwasher. Only one part was ordered for the dishwasher. The next date of October 25, 2022 was confirmed by A and E appliance repair for them to return to repair the dishwasher. October 25th, text was provided confirming the repair date with 8:00 am to 5:00 pm window of arrival. Unfortunately, the technician did not call, text, or email that he was not going to show up. When at 4:00 pm, called A and E appliance repair was told that 2 parts were ordered but one part was either canceled or didn't get ordered and since all parts were not at the house, the repair representative canceled the appointment and reordered the additional part., November 8, 2022 was scheduled for the repair. November 8, 2022: Again scheduled for repair with time frame of 8:00 am to 5:00 pm. Another no-show of the technician. Called at 4:30 and they were to call the dispatch and get back to me. No communication back. November 9th: Called and spoke to supervisor and was told that the technician tried to contact me and I didn't answer. Home number is forwarded to cell phone and I never received a call. Would not change the 3rd appointment of November 17th to earlier date nor make a reasonable repair window. Stated that he was not allowed to call me after calling the dispatch. November 10: Call again to be given the same information that they would not prioritize the repair.

  Business Response

  Date: 12/06/2022

  December 6, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  ***************************
         File Number 18387198
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of Mr. ******* complaint regarding the repairs he requires for his Admiral ***********
  
  We would like to clarify that we are not the obligor of the warranty on his dishwasher. We are just the repair provider that *** (Best Buy)contracted to provide repairs to Mr. ******* dishwasher so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is *** (Best Buy).
  
  Upon receiving Mr.******* ********** we contacted the local service unit for assistance.  Our record indicates that the service order was canceled.  The technician notated no contact with customer, called *** who will be reach out to customer.  Since we have confirmed with the tech no further assistance is needed, we have closed our file.  
  
  We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:11/10/2022

  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 is in reference to A&E Appliance Repair (or A&E Factory Service- its hard to tell from their poor communications. ** referred a service to them because they could not service my 3 year old refrigerator themselves (BBB complaint on ** to follow). The request for service was filed on 10/16/2022 and we were given a service date of 11/11/2022 (27 days after the call). There is no number to call to reach them and all communication has been from them to me. The complaint is they clone numbers to make their inbound calls from to avoid providing a valid call back number. When they confirmed there were coming on 11/11, the text came from a number not associated with anyone at A&E. To make matters worse, this morning I received a call from my fiancs phone number with her name from my contacts list (she lives with me) while she was sitting on the couch across from and her phone laying on ************* beside her. I did NOT answer the call. This continued until I finally answered the call to receive a recorded message, This is A&E confirming your service is scheduled for tomorrow. Click. No person and obviously I didnt need to call the number back since ***** was sitting across the room from me. ** uses this same scam so you cannot return a call. The final offense is after 27 days waiting on A&E and **, they advised they would be at my home tomorrow between 8AM and 5PM. They should not be allowed to work in FL and I will be following up with the AGs office.

  Business Response

  Date: 12/05/2022

  December 5, 2022
  
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: ***************************
         File Number 18386968
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits.The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of ****************** complaint regarding the repairs he requires for his ** branded refrigerator.
  
  We would like to clarify that we did not sell **************** his refrigerator and we are not the manufacturer or the obligor of his manufacturers warranty on his refrigerator. We are just the repair provider that ** contracted to provide repairs to ****************** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is **.
  
  We did initially accept the contract from our client, **,to repair ****************** refrigerator and our records indicate that the repairs to the refrigerator was completed on November 11, 2022.   The tech notated that the compressor was installed.  Since the refrigerator is in working order, we have closed our file.
  
  We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18386968
  
  I am rejecting this response because:  After A&E were here to fix the refrigerator the unit failed to cool properly requiring ** to send a service person from *********** on December 1st to correct their mistakes.  It took another 3 weeks for ** to schedule the service after A&E's visit on November 11.  As a result of A&E lack of attention, poor customer service and poor execution, we were without an effective refrigerator for almost two months.  The ** service person advised the new compressor was improperly installed, the unit was not cleaned and other connections were not made during A&E's service visit.  At this point, I would never recommend *************** or ** equipment to anyone.

  A&E provided poor service in every area exceeded only by **.  

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/09/2022

  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.

  Had an appointment for Nov 9 , service person said he showed up and no one was home. I was home all day. And have cameras on home and no one showed up. Called company to they to get someone else to come that day or next day with no help. Had to take off work and drive 4 hours get get here. Loss of pay and time

  Business Response

  Date: 11/30/2022

  Dear Customer Relations,

   

  We were unable to find any service scheduled under the address or phone number provided. Without that information we are unable to assist. **************** is welcome to email his information to ************************************ if he still requires assistance with his issue. 

  Sincerely,

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

  Manager, Escalated and Media Complaints

• Initial Complaint

  Date:11/09/2022

  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 has rescheduled my dryer repair appointment 2 times, each time at least 2 weeks apart. I would like them to return to complete the repair within 3 business days.

  Business Response

  Date: 12/21/2022

  December 21, 2022
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re:  ******** *******************
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  After researching the service history, we found that service was completed on November 22, 2022, for the dryer. If ************** is dissatisfied with the service technicians findings, she may go back to TWG to open a new call as we have performed repairs to her appliance as 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 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:11/09/2022

  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 was the worst service provider I've ever dealt with, by far. That's saying a lot because, like many adults, I've dealt with many service providers. They exhibited incompetence and extremely poor customer service. DO NOT use this company. A&E showed up on 1/31/22 to assess my washing machine that stopped working. The rep ordered the part and it arrived a few days later. An A&E tech came out on Feb 7 but refused to do the work unless I signed a property damage waiver that he said would waive my right to recover damages they may cause to the walls or flooring. Id never heard of something like this before and it didnt make sense that I would do that so I did not sign the property damage waiver. An A&E manager said he didnt understand the property damage waiver either but said he was told I have to sign it even though they have a claim department in case damage is done to my home. He said the company that handles their claims is called *************** Another appointment was scheduled for 2/10/2022 but they no-showed. After several no-shows by A&E, another A&E tech came out but explained the part ordered was the wrong part. This was on Feb. 18, 2022. The A&E tech said the previous tech misunderstood the waiver document and didnt explain it correctly. He said the part wont work and explained hed speak with A&E about it. He never called back. My family of four (two adults and two small children) was without a washing machine since Jan 29, 2022. On Feb. 21 I followed up with no success then called back on Feb 22 to schedule yet another appointment to have my washer repaired. After another no show, another A&E tech came out on March 2. The A&E tech stated the correct part was never ordered by the other tech who was at my home on 2/18/2022 which was almost 2 weeks ago. He said he could order the correct part but wouldn't be able to install it until March 7. A&E made no efforts to expedite the repair to cover their multiple delays, no shows and errors.

  Business Response

  Date: 12/01/2022

  December 1, 2022
  
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  *****************************
         File Number 18380239
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits.The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of Mr. ******* complaint regarding the repairs he requires for his ** branded laundry center.
  
  Upon receiving his complaint, we contacted the local service unit for assistance.   Our records indicate that the laundry center repairs were completed on March 7,2022.  The technician dispatched to the home notated that the hall sensor was installed.  The washer tests good and the customer paid labor as parts were ** concession.  Since we have confirmed that the repairs were completed, we have closed our file. 
  
  We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************
  

• Initial Complaint

  Date:11/08/2022

  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.

  Back in July I contacted ****** to get a repair on two of my appliances. They set me up with A&E Factory Service. I had an appointment set up, parts were ordered and then they cancelled the day of with no explanation. I had to wait for another two weeks for the dishwasher and another month for the refrigerator. Once the repair men came I was still left with appliances that weren't working properly. After several more calls I had another appointment set up for each. This time on the dishwasher parts were said to be ordered, but nothing has ever came. It is now November. On the refrigerator the parts came in wrong. So that meant my appointment was rescheduled. Then parts came in wrong again, another rescheduled appointment. Finally when parts came in they were put on and the repair man left with not a word said. He took some parts with him that never got put on. Because they were wrong. I still have wrong parts at my house and a refrigerator that still isn't working properly. Each time I was told they were going to close out the claim and make it not repairable. This apparently hasn't happened. Because ****** doesn't have that information. I am still without two appliances working properly, parts that can't be used and another appointment to look at the refrigerator. It has been 4 months of this and I am tired of having people in my house I don't know and apparently can't do the job they have been hired to do. Plus they tell you that your appointment is between 8am and 5 pm and if they are not done before 5 pm with the job before yours they cancel yours. This has also happened. I am just done. I am frustrated and they don't care. I have been told that there is no one else who works on appliances I my area. So I am stuck with them. I really don't want them here ever again.

  Business Response

  Date: 12/05/2022

   
  December 5, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  Re:  *********************
        File Number 18376240
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of ************** complaint regarding the repairs she requires for her Whirlpool branded dishwasher and refrigerator.
  
  We would like to clarify that we did not sell ************ her Whirlpool dishwasher and refrigerator and we are not the manufacturer or the obligor of her manufacturers warranty on her dishwasher and refrigerator.   We are just the repair provider that Assurant contracted to provide repairs to ************** dishwasher and 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 the Assurant.
  
  In order to investigate and respond, we had to reach out to the local service unit for assistance.  We received the following response from the Fields Operations Manager:
  I just reviewed these service orders on what transpired.  On service order ******** the original order was ******** after reviewing the notes I found that we provided service on 9/1/22 and had to order parts. On 9/30 we returned to install parts but the parts that were sent were the wrong parts in boxes that were marked with the correct part numbers so we had to reorder the parts.
  On 10/20 we returned and install the parts but a thermistor was found bad at that time the technician reached out to Assurant and was told that they were going to reach out to the customer with options and was instructed to close the order. Subsequently the customer received additional parts and Assurant never followed up with the customer. Service order ******** was created on 11/8 and the customer cancelled the appointment and in the notes it says the customer purchased a new appliance. So is the customer still requiring service for this refrigerator? On service order ******** After reviewing the notes on this we were there on 8/31/2022 and the Technician had to do a same day reschedule because after waiting for an hour Assurant never provided repair authorization and the clerical team was unable to contact the customer so clerical closed the service order.  In summary I can send a Lead Mentor tech to the customer to take care of the dishwasher, but we need clarification on the refrigerator.
  We contacted ************ on December 1, 2022 and December 2, 2022 via email at: ************************ to confirm if additional service was needed, to date there have been no response.  Accordingly, we have closed our file.  
  We apologize for any problems or frustrations that ************ may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************