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

565 total complaints in the last 3 years.
76 complaints closed in the last 12 months.

If you've experienced an issue

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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:11/08/2022
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.
- Oct 20, 2022 Service tech from A&E factory services came to home to provide a repair estimate.- I paid $135.51 for the service estimate and the technician informed me that I would be receiving the estimate in my Email shortly with a follow up paper copy in the regular mail.- To this day I have call 4 times to the service department who each told me that it would take 3 days for the company to Email me a copy of the estimate. It is now 8 NOV and I have made 5 phone calls and no one has provided me a copy of the estimate. I cannot get my refrigerator repaired until I receive that estimate.
Business Response
Date: 12/05/2022
December 5,2022

Customer Relations
**********************
330 ****************., Ste. #****
*******,** 60611

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

Dear BBB Customer Relations;

******** Impacts: 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. We appreciate your patience.

We have completed the investigation of Mr. ****** complaint regarding their dissatisfaction with the technician not providing copy of the receipt for cost for repairs on his refrigerator.

First, we would like to apologize to ************** for failing his expectations. We do not take these matters lightly and we sincerely regret any inconvenience they may have experienced as a result of this issue.

We had contacted our service unit, and requested that copy of the invoice to be emailed to **************. The service unit replied back on December 2, 2022, that **** was emailed to him.

If he have any questions, they are welcome to contact me via email at ****************************** With that being said, since we did provide ************** their requested resolution, we have closed our file.

We apologize for any problems or frustrations that ************** 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
Initial Complaint
Date:11/04/2022
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 have a warranty for my GE washer and it is to get service through A&E factory services. It has taken three weeks for them to give me an appointment and they give me an eight hour window (will arrive between 8am-5pm) so I had to drive an hour to the property I had to take the whole day off to meet them here. Ive been calling them for 3 days to which I have to reach a call center in *************** and talk to people in *************** that have no clue whats going on they keep saying theyre going to give a message to AE and I never hear back I never have any follow up information! its almost 5 PM now and they still havent showed up. It sure would be nice to speak with somebody locally and have a little better of a timeframe so I dont have to take a day off work and people not show up! I would hope when making an appointment they can give me that time frame and then as the day approaches they can narrow that down or have their local repair man be in contact with me it is a day and age of instant communication I should not have to call another country to communicate with my repair man
Business Response
Date: 11/29/2022
November 29, 2022

BBB Customer Relations
******* **********************
************************************************************************************** 60611

Re: ***********************
File Number 18360734

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 the investigation of Ms. ****** complaint regarding the repairs she required for her GE washer.

We would like to clarify that we did not sell ************** her washer and we are not the manufacturer or the obligor of the manufacturers warranty on her washer. We are just the repair provider that GE contracted to provide repairs to Ms. ****** washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Assurant.

Upon receiving Ms. ****** complaint, we contacted the local service unit for assistance. Our record indicate that the tech completed the washer repair on November 4, 2022. Since we have confirmed the repairs are complete, we have closed our file.

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

Sincerely,

***************************
Specialist, Regulatory Complaints
*******************************************
Initial Complaint
Date:11/02/2022
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.
Through American Home Shield warranty, which I regret ever buying, I was connected with A&E to fix my washing machine. On the first date of my appointment the technician never showed up, the second appointment he was supposed to come between 8am and 5 pm and he showed up at 8:30pm and were still unable to fix it, and then the third appointment to fix the washing machine they were supposed to show up between 8am and 5pm and they never showed up.
Business Response
Date: 11/29/2022
November 29, 2022

Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611

Re: *******************************
File Number 18351242

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 ** washer.

We would like to clarify that we are not the obligor of the warranty on his washer. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Mr. ********** washer they could fulfill their warranty obligations. Any questions or requests regarding the washer 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 American Home Shield (AHS).

Upon receiving Mr. ********** complaint, we contacted the local service unit for assistance. Our record indicates that the technician completed the washer repair on November 2, 2022. The technician notated the pump was replaced and the washer tested okay. Since we have confirmed with the technician that the repair is complete, 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:11/02/2022
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.
10/31/2022 Previously A & E has sent 3 separate technicians to address a dryer which does not dry the clothes. The mother board was replaced by the 2nd technician who refused to wait to make sure it dried thoroughly. The 3rd technician told both my husband and I that the dryer appeared unrepairable. When I contacted AHS they reported that the technician had documented that it was REPAIRED. Did he lie? Now I'm awaiting a 4th technician because the technician scheduled for Oct 31 didn't show up or call to cancel leaving me waiting from 8am-7:30pm which the automated system informed me all day was the appointment window. This company is really something else!!!!! Their contact phone numbers don't work, their prompts to speak to a representative don't work and the service order number provided through a text message link has too many numbers to even be entered into their system.UNBELIEVEABLE !!!!! I have read through many of the complaints registered for A & E with the BBB and my experience has been similar. This company has internet technical difficulties, phone reference and technician problems. I can't believe that it is still in business or that the Appliance Warrenty companies still contract them for repairs."Your Order Number ***************" as referenced on the text link with A & E scheduling.
Business Response
Date: 11/29/2022
November 29, 2022

Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611

Re: *************************
File Number 18351015

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 Ms. ****** complaint regarding the repairs she requires for her ********* dryer.

We would like to clarify that we are not the obligor of the warranty on her dryer. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Ms. ****** dryer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is American Home Shield (AHS).

Upon receiving Ms. ****** complaint, we contacted the local service unit for assistance. Our record indicates that the technician closed the service order on November 3, 2022. The technician notated a Bosch technician was needed, cant find the exact problem with the unit, third technician, and still unit cant be fixed. Since we have confirmed with the technician that the repair diagnosis has been reported to AHS, 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:11/02/2022
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 purchased a Lowes a warranty and ***** was involved in fixing my washer. They stopped over for the first visit and didnt even take it apart to diagnose it ordered parts. The parts came and then they came to the house and did not even knock on the door Ive talked to 13 different people to get the repair technician back and it is now 6:45 PM. I started at 3 oclock making phone calls and no one can give me an answer. Absolutely horrible customer service.
Business Response
Date: 11/29/2022
November 29, 2022

BBB Customer Relations
******* **********************
************************************************************************************** 60611

Re: ***********************************
      File Number 18350848

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 the investigation of Mr. ******* complaint regarding the repairs he required for his ** washer.

We would like to clarify that we did not sell **************** his washer and we are not the manufacturer or the obligor of his manufacturers warranty on his washer. We are just the repair provider that Lowes /Assurant contracted to provide repairs to Mr. ******* washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Lowes/Assurant.

Upon receiving Mr. ******* complaint, we contacted the local service unit for assistance. Our record indicate that the tech is currently scheduled to go to the home on December 7, 2022. Contact was made and a voice mail was left with the date and time.

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,

***************************
Specialist, Regulatory Complaints
*******************************************
Initial Complaint
Date:11/02/2022
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.
A&E must have some sort of subsidiary arrangement with ******. I believe this for two reasons.1) Nearly every complaint against A&E I have read relates back to services not provided despite their ownership of the ****** Protection Plan.2) Upon calling (ASSURANT) ****** CONTRACTED manager of their protection plan to complain about A&Es customer service, I was told they could not take complaints against A&E because they are a seperate organization which implies that they have no responsibility over what A&E does; however, when I asked for a different service provider I was told that they could not change my service provider because they had already ordered the parts to repair my new Whirlpool Oven/Microwave combo purchased 05/05/2021.Regardless of their relationship (subsidiary vs independent contractor) it means the same thing: ****** wants your money but they do not want to know you or ever hear from you.I got a call this morning from a machine telling me my *********** appointment tomorrow needs to be rescheduled and a phone number was provided. When I called the number the call was transferred to a voice message system saying that the number no longer worked. So I cannot make an appointment. Upon telling ASSURANT this, the gave me the exact same number to call...a non working number. Is this legal; is this corrupt, or is it both? Had I known that A&E was my only option I probably would not have bought this plan or the oven from ******.Look, I know there is a shortage of parts and labor but this business relationship existed long before COVID and from reading the reviews, A&E was terrible long before COVID. I don't expect satisfaction on this as it is probably all legal. If this problem is due to the supply of parts, we deserve answers. Do I buy a new oven and throw this one in the garage until someone can fix it and then sell one of them? Knowing how back logged they are could really help to satisfy but no one is talking.
Business Response
Date: 01/09/2023
January 9, 2023

Customer Relations
**********************
330 ******************., Ste. #****
*******, ** 60611

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

COVID-19 Impacts: 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. We appreciate your patience.

Dear BBB Customer Relations,

We have completed the investigation of Mr. ******** complaint regarding his incorrect assumption as to how his warranty works and who is responsible for administering it.

As clarification, we first want to note that A&E Factory Service is not a subsidiary of, or affiliated with Lowes. We will explain how we are placed in this business relationship. When ****************** purchased his Whirlpool oven from Lowes he purchased a service contract from Lowes. ***** has an arrangement apparently with Assurant, where Assurant would be the obligor or sort of the underwriter of their service contracts. We are not sure when ***************** purchased his oven but we are guessing it has been more than a year.Sometimes service contracts run concurrent with the manufacturers warranty and sometimes they only become effective once the manufacturers warranty has expired. If ****************** has been looking at reviews written by other people that do not know who is responsible for what, it would be confusing. This is because we are just the contracted service provider for the client and our client could be Whirlpool, since we do sometimes provide manufacturers warranty service for various manufacturers. We also though provide service through service contract providers, like Assurant,and through Whole Home Warranty Providers, like American Home Shield. Again, we are just a third-party repair provider contracted by these companies to provide repairs for their customers. We are not the manufacturer, so we have no control over the availability of parts. We also have no control over the lack of available service providers in many areas. We are one of the largest repair providers since we are part of ***** Home Services, and we do run these third-party calls under both ***** and A&E Factory Service since it is the same technicians and network. The reality is that the demand for service outweighs the supply of technicians and really the supply of repair providers.

With that said, in Mr. ******** case, ***** is not really involved. They sold the contract but they have no say in the administration of that contract. If he has spoken to Assurant, then Assurant is the administrator of his warranty. They are the ones that dispatch the repair provider, enforce the terms and conditions of his coverage, make any decisions regarding a replacement, and they are his point of contact for any customer support. Our clients have access to our system so that they can see any updates regarding part status or service attempts made by our technicians. We show there is still a part that has been on back-order from Whirlpool for some time and it has still not shipped. We do try initially to order OEM parts through the manufacturer,but in cases where parts are not available, we also search alternative sources to see if we can find the part through part warehouses that might have the part purchased in advance and stocked prior to the back-order. For ****************** we have searched this twice and both times have not been able to source the part elsewhere. All we can do is wait for the part since we are just contracted to do the repair and we cannot do the repair without the part. If ****************** feels he is entitled to something other than that under his service contract,he would need to address this to Assurant. At this time since there is nothing else we are able to do, and if Assurant has still not resolved his issue he would need to contact them, we have closed his complaint.

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

Sincerely,
***************************
Manager, Escalated and Media Complaints
Email: ******************************
Customer Answer
Date: 01/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. This is not a resolution. Your efforts are appreciated. I better understand why I have been screwed over by Whirlpool/Assurant/Lowes... The warrantee I purchased has done nothing to protect me from this situation. I sit here now for a third month, thru the holidays, with an oven that cannot be fixed? All of the agencies involved get to blame it on COVID and the Chinese? This is just another example of how the legal system supports corporations at the expense of everyone else. Just like a natural disaster allows insurance companies to file bank

Sincerely,

*************************
Initial Complaint
Date:11/02/2022
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.
My warranty with Lowes for my washing machine sent me to deal with A & E Factory Services to repair a broken know and a spin cycle that wasn't working properly. I called for the repair the first week of September and was given the appointment date of September 30th for the technician to come examine my washing machine. On September 28th we received a text stating the technician was going to be sick on September 30th and rescheduling for October 14th. On October 14th the technician texted a few questions about the washing machine and the problems and without coming to our home to look at it he ordered parts and rescheduled the appointment for October 31st. All day October 31st we called about when the technician would be here and he was a no show, no call, no text. On November 1st we were told he would come to our home at 4:20pm and once again he was a no show, no call, no text. On November 2nd I was told they need to reschedule to November 16th because they do not have a technician who can work on our side of town. So now we're looking at 2 1/2 months without a washing machine because they have no technicians who work on our part of town and I have no confidence that anyone will show in November.
Business Response
Date: 11/29/2022
November 29, 2022

Customer Relations
******* **********************
330 ****************, Suite #****
*******, ******** 60611

Re: ***********************
File Number 18347210

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 Ms. ******* complaint regarding the repairs she required for her ******* washer.

We would like to clarify that we are not the manufacturer or the obligor of her manufacturers warranty on her washer. We are just the repair provider that Lowes contracted to provide repairs to her washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is Lowes /Assurant.

With that said, upon receiving of Ms. ******* complaint, we contacted the unit for assistance. Our records indicate that technician closed the service order for the washer on November 16,2022. The technician notated the washer was uneconomical to repair. A gear case, wash plate, suspension rods, control boards, etc, are needed. Since we have confirmed with the technician that the unit cant be repaired, 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 assist with this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:11/02/2022
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.
*********** tech by name of **** was paid to service the microwave door, The tech broke the door latch and damaged a sensor so he ordered the replacement parts. When the parts delivered, A&E sent a new tech to install the damaged parts, but in doing so the tech blowed up the oven. After attempting to repair the oven on four separate occasions the tech said it was not repairable. *** called his boss over the phone and after explaining what had happened, his boss initiated the replacement. around July 12, 2022, but A&E has not replaced the oven and they are trying to give me a freestanding stove for the Double wall oven that was damaged. The retail value of my oven is $4,300. A&E is trying to give me a oven that is not comparable and not compatible with the kitchen cabinets.
Business Response
Date: 12/15/2022
Please see the attached response.
Customer Answer
Date: 12/20/2022
The technician for ***** broke my appliance. I allowed them the opportunity to fix the appliance, but after multiple attempts, the technician said it cannot be fixed. The technician called his boss who authorized the replacement of our oven. They promised to get a replacement sent to my home and come install when it is delivered. ***** is trying to pay a fraction of the cost to replace the oven and it is unacceptable . I have the conversations on audio if needed.
Complaint: 18346804

I am rejecting this response because:

Sincerely,

*****************
Business Response
Date: 12/20/2022
Our original response stands. ************ is welcome to accept our offer or he may file a damage claim through our third party claims administration as noted.

***************************
Customer Answer
Date: 12/21/2022

Complaint: 18346804

I am rejecting this response because: of no next steps provided.
Your original response was to replace the property that the technician damaged. I paid the technician $284.00 to repair the appliance, but a repair was never provided. The check was cashed. Im willing to let that go for your cooperation in replacing the appliance as you promised me on 03/17/2022. Please provide me with the information about the replacement and I will accept the response.

Sincerely,

*****************
Business Response
Date: 12/27/2022
************ is welcome to contact the protection agreement office at ************ for assistance completing the exchange. He has been authorized in the amount of $1226.39
Customer Answer
Date: 12/29/2022

Complaint: 18346804

I am rejecting this response because: the wall oven is going to cost at least $4000 and will need installed. I will settle for $4000 and get my oven elsewhere, but if you do not want to agree to the price, please just replace my oven as agreed to when you came into my home and neglected my property. Your price offered is not acceptable, my oven was new and in good working condition until I paid you to come repair a handle and you blowed up my property. If it was a faulty item I could see you making an offer, but its not the case for this loss and I have video of the promise to replace the oven. Ive called the customer service number and they cannot assist with this replacement since its not a warranty claim.

Sincerely,

*****************
Business Response
Date: 01/03/2023
Our original response stands. ************ is welcome to file a damage complaint through Sedgwick or he may accept replacement at the authorized amount.
Customer Answer
Date: 01/06/2023

Complaint: 18346804

I am rejecting this response because:
A&E appliance, came out to my home and vandalized my property. My property was neglected by the employee and supervisor. I was promised a replacement of the appliance, but I have never received that promise of a replacement. I was charged $300 by this company after they destroyed my property. The amount they are offering now for my property is not going to cover the cost to replace the property. I do not accept this less than offer. I want my property replaced and if you continue to refuse I plan to take this to **** in VA, IL & TN.
I have suffered financial loss for months waiting on the promised replacement. This is a violation of the covenant of good faith.
I ask again that my property be replaced as promised.

*****************
Initial Complaint
Date:11/01/2022
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.
Called ***** appliance repair to schedule repair for whirlpool dryer. Technician ******* came from A&E factory service repair on Oct 6. He wasnt the most pleasant but thats ok. He said off the bat it was the belt I agreed to the estimate of $328.81 (paid the $328.81)he put the belt on and tried to start the dryer.. it didnt work. He took it apart and now he said it was the motor and wanted more $ and I declined that because I could buy a new dryer with that amount added to the previous estimate ! He put the dryer back together and said I would pay $126 (even though the service fee was $119 I guess I have to pay his gas fee too !) he left the house! My card was charged the $328.81 and its still that amount almost a month later! There is no way to get a human on the phone ! The one I did get told me they would take the charge down to the service call fee and it would show up in **** days !!! And here we are 21 days later full amount still on my card!!! I am so agitated with this process and these no name no contact people! This is insane and ridiculous! Give me my money back!! Now! He didnt do a real diagnostic he just guessed it was the belt and when it wasnt that he just guessed at something else! I got no repairs done and yet I paid for them!! Just give me my money back!!
Business Response
Date: 11/29/2022
November 29,2022

Customer Relations
**********************
330 ****************., Ste. #****
*******,** 60611

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

COVID-19 Impacts: 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. We appreciate your patience.

Dear BBB Customer Relations;

We have completed the investigation of Ms. ******** complaint regarding the problems she encountered with the refund for the repairs on her dryer.

First, we would like to apologize to ****************** for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience she may have experienced as a result of this issue.

Upon receiving ****************** complaint, we reviewed the notes in our service regarding her dryer repair. Since it appears that the service was not successful, Charges were refunded to her for $202.86 .The trip charges are not refundable, the refund was processed on November 4, 2022, She should be aware that it could take her card issuer anywhere from 1-5 business days to post that refund to her account depending on their policies governing refunds, and if she has not received it within that timeframe she is welcome to email me for assistance at *****************************. With that being said, since we did provide ****************** with her requested resolution, we have closed our file.

We apologize for any problems or frustrations that ****************** l 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
Initial Complaint
Date:11/01/2022
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 had a repair scheduled for one day. No one showed up, no courtesy phone call to let us know that no one would be making it to our scheduled appointment. The appointment was moved to the following day, no notice. The technician shows up 30 minutes before the end of the scheduled time but never makes it to our home. He spends 30 minutes chatting with our neighbor ******************** for him for a 4 hour period. The only reason we knew what time his van pulls up is because it was caught on my ring camera. The technician has the audacity to close our ticket and not complete the service.
Business Response
Date: 12/15/2022
December 15, 2022

BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Re: ******** Cito Retutal

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 11, 2022, for the refrigerator. If ****************** is dissatisfied with the service technicians findings, he may go back to open a new call as we have performed repairs to his appliance as an authorized service provider for his warrantor, Assurant. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.

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

Sincerely,

Regulatory Complaint Specialist

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A & E Factory Services is BBB Accredited.