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

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/31/2022
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.
On 8/25/22 A&E came out the technician stated there was a small leak and the compressor was bad which were under warranty The technician ordered 5 parts compressor, filter dryer, evaporator, condenser coil, and service valve. They required I pay $103.09 so I paid. On 9/1/22 technician came out put in the parts and plugged it in and it blew the main board and our breaker. He ordered a main board and again we still do not have a working refrigerator. We waited for the next part to come. On 9/6/22 he came back out put ************ board in the refrigerator and it blew again along with our circuit breaker. He ordered another main board and returned and unable to repair. On 9/19/22 two technicians came out and tried talked to ** engineers and during the time they were trying to troubleshoot the A&E technician and ** technician were arguing about how to fix the refrigerator and then they found there was a short in the evaporator where they had soldered the evaporator so they took off a part off our original evaporator threat they took out and put it on and said they had fixed it. He said it would take **** hours to cool before we would want to put food back in and required me to pay ******. However when I would get up the next morning the refrigerator was still not cooling. I called A&E and told them the refrigerator wasnt cooling. They told me I had to call ** because they had completed the job. I called ** and the gentleman ******** spoke to said ** was not using A&E anymore as of September 1st because they have been messing up on a lot of refrigerators and causing them to be unfixable. I explained that ** set us up with A&E starting on 8/23. and I explained that I had now paid approximately $540.00 and they came out a total of 9 times and did not fix the problem and the cut a part on the refrigerator and said it was unrepairable I called A&E and they said they would refund the full amount but I have not received yet and it has been 2 months without a refrigerator
Business Response
Date: 11/18/2022
November 18,2022

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 refrigerator

First,we would like to apologize to Ms. ***** 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 refrigerator repair. Since it appears that the repairs were not successful, we submitted a refund request for $538.73 on November 7, 2022 we would note that it can take 2-3 weeks to receive the check 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 ************** 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: 11/18/2022

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:10/31/2022
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 been trying to get my refrigerator fixed for over a month. 1st appointment the tech didnt have the parts, 2nd appointment the tech didnt show up. 3rd appointment the tech didnt fix the problem after I waited all day and he finally shows up at 3:300pm for a 3hr job (he told me at the 1st appointment that it would take at least 3hrs to fix) and was done in an hour. I was suspicious when he told me to give it 24 to 48 hours for the refrigerator to get cold. It never got cold and when I called to get another technician out, it was another week before I could get an appointment. Called today and Im scheduled for 4:45pm and the tech gets done at 5pm. I have taken 4 days off from work to get my refrigerator fixed and it still is t.
Business Response
Date: 12/15/2022
December 15, 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 October 31, 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 refrigerator as 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 **************** 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:10/28/2022
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.
Company canceled my appointment on 10/27/2022 because they shipped parts to my house and I didnt call to confirm I received them. If you ship parts to my house it shouldnt be the consumers responsibility to call and confirm delivery. Wasted a day and had to take a day off! Rescheduled for today 10/28/2022 the guy never showed up. **** called at 18:21 and said the company wasnt going to let him come because they were cracking down on overtime! Wasted another day not working to sit around for nothing! Called and complained they dont care. Then I get an email saying he showed up but I wasnt home! I was home all day and have cameras around my house to prove they didnt show up! Ive had my fridge for 3 months and its been out for 3 weeks not working! Company has proved to be liars and untrustworthy! If I could upload a video of my cameras I would!
Business Response
Date: 11/17/2022
November 17, 2022

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

Complaint ID: ********
Re: *****************************

Dear BBB Customer Relations,

We have completed the investigations of Mr. ********* complaint regarding his dissatisfaction that his refrigerator was not repaired in timely manner.

First, we would like to apologize for any inconveniences or frustration Mr. ********* 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. We would like to clarify that A&E Factory Service is just the repair provider that was contracted by ** to perform the repair for the refrigerator. ** is the obligor his warranty. Any decisions about the terms and conditions of his warranty coverage, including his dissatisfaction with the availability of parts from that manufacturer, or the repair being provided, would need to be directed to the obligor of his warranty and if he has any additional question or concerns he can contact his warranty provider directly.
Again, we apologize for any problems or frustrations that ******************** may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible. If you have any further questions, you may contact me directly via email.

Sincerely,
***********************
Regulatory Complaints Specialist
Email: *******************************************************************
Initial Complaint
Date:10/28/2022
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.
2-18-22: Technician came to my house to diagnose the issue & said the fan was not working. He ordered the ******** paid $373 for parts/services. Technician did not fix the broken fan. He told my wife, "If the refrigerator doesn't work within 24 hrs then the other fan isn't working. You will have to call back so we can fix it again." After several days I had to call A&E back and schedule another appointment. The customer representative told me I wouldn't be charged unless there's a different problem. I had to wait 2 weeks for the repairman to come to my house. 3-21-22: The technician came out again but said the part was not on his truck. He said that the part he needed isnt even made anymore. 3-25-22: The part still hadnt arrived. I called A&E and told them about the issue. I was told that a senior technician would call me within ***** hours. She said that if they arent able to fix it then I can ask for a refund. 3-28-22: I got a text message that there was a new appointment for Apr. 11th. The appointment on 4/11/22 had to be rescheduled. On 4/9/22, the water stopped working on the refrigerator. I took a video of it & called the regional supervisor. 4-21-22: The appointment had to be rescheduled again. On Apr. 16 my refrigerator completely stopped working. 7-6-22: The appointment had to be rescheduled. 8-31-22: The technician came to my house. He said the 2 fan motors were not the issue (what we have had to wait for this whole time). He said that it was the electrical board that powers the fan motors. He called me back saying that he would have the part shipped to me. He said it should be within the next 3-5 business days. 9-27-22: I called & asked for a refund since the refrigerator still has not been fixed. They said that I would receive a refund. 10-28-22: I called to see if the refunded me. The dispute was declined. I never received any information from the company. The technician marked the my account as complete. This is not true. I want a full refund.
Business Response
Date: 11/16/2022
November 16,2022

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 Mr. ***** complaint regarding the problems he encountered with the refund for the repairs on his refrigerator.

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

Upon receiving Mr. ***** complaint, we reviewed the notes in our service regarding his refrigerator repairs. Since it appears that the repairs were not successful, we submitted a refund request for $373.57 via check. The refund was processed on November 15 2022, 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 ************** with his requested resolution, we have closed our file.

We apologize for any problems or frustrations that ************** may have experienced with ***** Home Services. 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 at ******************************

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:10/28/2022
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 home warranty contract with American Home Shield. We called AHS in early Sept/22 about an issue we had with our refrigerator. AHS contracted with A&E Factory Report to do the repair work. A&E came to our home a few days later and inspected the refrigerator. They determined the refrigerator could be repaired and that they needed five parts to complete the repair. We expressed concerns about potential delays getting the parts because our refrigerator is essential to our comfort and health in the home. A&E talked to AHS and they agreed, against our request, to repair the refrigerator versus replace it. We asked A&E how long they thought things should take and they indicated a 2-3 weeks. It has been two months now and we are still without a refrigerator. We have called the warrantee company serveral times over the past two months to get an update on where things stand. Each time we called, they said their resources at A&E have indicated the parts have been located and will be delivered. On 10/24/22, we contacted AHS again and they said they'd call A&E again on status. A&E told them at that time the final necessary part could not be located, so repairing the applicance was not feasible. *** said A&E would submit a report to them within 72 hours to get the replacement process started. It has been five days now and nothing has been submitted by A&E to AHS. I called A&E today and they said they would submit the report today. When I asked why it was not submitted on 10/24/22, they hung up on me. I'm notifying you of this issue and seeking your assistance. Serious consideration should be given to whether A&E should retain a license in ******* to do this type of work if they have no compassion or interest whatsoever in their health and well-being of their customers. I'd like to give a shot at you intervening to remedy this situation before I commence a lawsuit against A&E as well as AHS for their poor decision on contractors.********************, Esq.
Business Response
Date: 11/17/2022
November 17, 2022

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

Re: *****************
File Number 18327122

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

Upon receiving Mr. ****** complaint, we contacted the local service unit for assistance. Our record indicates that the technician did follow process by calling American Homeshield, the replacement was denied to the tech when he called. American Home Shield (AHS) requested a diagnosis report and the report was sent to them on October 27, 2022. Our records indicate that American Home Shield (AHS) is now replacing. Since we have confirmed that the American Home Shield is replacing the refrigerator, 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:10/27/2022
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 Kenmore Elite refrigerator that broke over 1 1/2 month ago. I immediately contacted ***** Home services repair department to have it to have it repaired. They scheduled an appointment for service. The appt was over a month and a half out but I took it. I was scheduled for Oct 26,2022 with a window for technician arrival from 1-5pm. I took off work, was home by **** and waited. At 3:02pm I received a voice mail message from the tech **************** stating he had one more job before mine and did not know how long it would take but he would call when he was done. I again waited. He never showed up. I received and email with a written note stating they showed up but no one was home . I then received a text. First, I was home the entire time, no one showed for this appt. I called the number I was given for A&E Factory services (whom was doing the repair) no answer, left multiple messages, no answer. Finally called *****, finally reached a human whom I let know I had taken the day off work and that the tech never showed but is stating he did. He could only offer to send a note to ask the tech to "return" but made sure to let me know they were off in 15 min so it couldn't be guaranteed but someone would contact me. I have windows which were open, I have a dog who barks when people arrive and this guy did not show. I even looked on my doors for the "we missed you note" which is clearly taken from his lap, of course it wasn't there. I have continued to reach someone and no answer or no way to talk with a human. The prompts are looping and only allowing the ability to reschedule my appt for now another 2 months away, Dec 21. The integrity of the technician and no way to contact anyone is very disappointing. I should not have to wait another 2 months after already waiting when I was there and they didn't show or call and now I can't reach anyone or get a call back. I can provide the picture, the name and the voicemail that was left.Thank you
Business Response
Date: 11/26/2022
November 26, 2022

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.

That being said, ************** currently has a scheduled repair appointment on December 06, 2022, and we are working with our service department to get something sooner. If we are able to get an earlier appointment ************** will be notified. Since we were able to confirm that ************** has a pending service appointment to repair her refrigerator we respectfully asked that this file be closed. Should ************** have any additional questions or concerns, she is welcome to contact me via email at ****************************
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.

*********************
Regulatory Complaints Specialist
Transform SR *********************************

Customer Answer
Date: 12/01/2022

Complaint: 18324141

I am rejecting this response because: 1. Not once did they even address my concern, they simply provided excuses that arent even relevant to my original complaint. I was home all day after waiting over a month for a repair appt initially and the tech did not show. 2. Regardless of the delay in response, until this complaint, I received absolutely no response. 3. They did reschedule my appointment to an earlier date without contacting me first, of which I had to cancel, please note, I cancelled both online and through text and have a picture of my cancellation confirmation YET, they still showed up, and left a note on my door. At least this time I know the tech actually arrived. In a nutshell, they didnt come when they should have and showed up when I pre-cancelled. I would like a response to my original complaint which means someone needs to actually look into to why no one showed up, why their tech took a picture of him supposedly showing up from his lap instead of on my door like they did this time, and why, until this point no one has reached out to me. This proves there is obvious disconnect.

Sincerely,

*******************
Initial Complaint
Date:10/27/2022
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.
Horrible - my first appointment was a diagnosis appointment (which was fine), parts were ordered, etc. Surprise, my parts were delivered and on the day of the scheduled appointment, no one showed. When I called, I was advised the appointment had been rescheduled. NO CALL, NO SHOW, NO TEXT, NO EMAIL, NO CALL - I sat at home all day waiting an no-one had the decency to even call me. Today, appointment number 3, basic parts replaced only for the tech to tell me he 'doesn't really know what the issue is' but 'thinks' it might be the 'blower wheel' which is causing my dryer to make a noise. He was here for 20 minutes, and another appointment set. This company is stringing along its customers and is the WORST experience i have ever had. I will be calling ** and asking for a warranty replacement instead of dealing with this nonsense.
Business Response
Date: 11/14/2022

November 14, 2022

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

Re: *****************
File Number 18320815

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 dryer.

We would like to clarify that we did not sell of ********** his dryer and we are not the manufacturer or the obligor of his manufacturers warranty on his dryer. We are just the repair provider that ** contracted to provide repairs to of ************ 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 his warranty which in this case is **.

With that said, upon receiving ************ complaint, we contacted the unit for assistance. Our records indicate that technician completed the dryer repair on November 4, 2022. Since we have confirmed with the technician the dryer is in working order, we have closed our file.

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

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 11/15/2022

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.
while the services have been completed, this repair company dragged their feet and came not once but three times unprepared to do the job.

Sincerely,

*****************
Initial Complaint
Date:10/27/2022
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.
8/31/2022 - Requested a claim to repair washing machine with American Home Shield and they dispatched A & E for repair.1st visit determined issue and parts ordered. 2nd visit was to repair machine and one of the parts was damaged in transit so part was reordered. 3rd visit new part came in and did not fit. so part reordered 4th (9/23/2022) visit was to repair with all parts received, unable to repair because part that was previously ordered was wrong again. Since the 4th visit I have made several calls not only to A & E but AHS as well with no resolution. For a whole month no one has contacted me nor can anyone give me a valid update. The last visit on 9/23 was the last time we saw a technician. I received a call today 10/26 to verify if all parts were received . In speaking with them no part has been ordered. Several conversations with both companies in the last 2 months assure me my claim has been escalated only to find out that I have been lied to.
Business Response
Date: 11/18/2022
November 18, 2022

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

Re: *************************
       File Number 18317346

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 ** washer.

We would like to clarify that we are not the obligor of the warranty on her washer. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to **************** 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 American Home Shield (AHS).

Upon receiving **************** complaint, we contacted the local service unit for assistance. Our record indicates that the technician is scheduled to go to her home on November 23, 2022 to service the washer. Since we have confirmed that the technician is scheduled to repair the washer, 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: 11/21/2022

Complaint: 18317346

I am rejecting this response because:

In response to your Covid statement, if that was the situation why on earth does your customer service department not deliver that message. You have a customer service call center that work like robots and are scripted to keep customers going in circles like
hamsters on a wheel. Because you are the service company that was contracted by American Home Shield I have to deal with robot customer service agents that are constantly apologizing. I don't need apologies, I just want my washer fixed or replaced.
Yes AHS is the warranty company and because your company will not provide an accurate report as to what is actually taking place with this last part that has been ordered I cannot get resolution with them either. Your company constantly schedules repairs with no final part. A technician with A & E came out on 11/16 only to determine and confirm the part we did have did not fit and A & E scheduled to reorder the same part. American Home Shield actually called the parts department today 11/21 and said the part is on order and are scheduled to fix on 11/23 yet no one from A & E can provide a tracking number to confirm the part is actually in route. So again on 11/23 the tech will come out with no correct part to complete the repair.
This scenario has been my ongoing nightmare for the last 2 going on 3 months.

I
Sincerely,

*************************
Business Response
Date: 11/29/2022
November 29, 2022

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

Re: *************************
       File Number 18317346

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 **************** rebuttal to a response we previously sent.

We would like to clarify that we are not the obligor of the warranty on her washer. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to **************** 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 American Home Shield (AHS).

Upon receiving **************** rebuttal, we contacted the local service unit for assistance. We received a response from the Territory Manager advising: We have placed the outer tub into research multiple times and keep getting the incorrect part. At this point its in AHS hands if they want to submit this for replacement options.   Accordingly,we have closed our file.

We appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 12/01/2022

Complaint: 18317346

I am rejecting this response because:
you state that the part was researched over and over however, I never receive such communication from A&E or AHS at this time I am closing this case. We have cut our ties with A&E and American home shield due to this incompetent service on both companies parts. We ended up purchasing a brand new washing machine on our own. It is not worth the mental anguish that a consumer has to go through on a daily basis for three months to get proper communication.

Sincerely,

*************************
Initial Complaint
Date:10/19/2022
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.
Purchased a GE trash compactor Nov. 2021. Stopped working properly June 2022. GE sent A&E repair person who said parts needed. All of the required parts are still not available or backordered. Checked with GE yesterday. They said parts needed should have already been received. I have not received all of the parts required to complete the necessary repairs. I believe four months is too long to wait for repair of a brand new unit and I would like them to replace it and give me a new warranty.
Business Response
Date: 11/15/2022
November 15, 2022

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

Re: *******************
File Number 18244447

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 problems he required for his GE branded trash compactor.

We would like to clarify that we did not sell ************** his trash compactor and we are not the manufacturer or the obligor of his manufacturers warranty on his trash compactor. We are just the repair provider that GE contracted to provide repairs to Mr. ****** trash compactor 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 GE.

Upon receiving Mr. ****** complaint, we contacted the local service unit for assistance. Our record indicate that the parts (power s**** and stopper) needed to repair the compactor are currently on a back order with the manufacturer GE. Once the parts are available, ************** will be contacted via email and provided an update of the parts status to reschedule a date for the tech to return and install the parts. 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
*******************************************
Customer Answer
Date: 11/15/2022

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. A&E has never given me any problems, as they have no control of the availability of parts. I filed the complaint against GE. GE has since issued a refund for the purchase price just before the warranty ran out and the case is now closed. Thank you for your help in resolving this issue.

Sincerely,

*******************
Initial Complaint
Date:10/19/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our stove from Lowes broke and A&E was contracted to repair. The soonest appointment was scheduled 3 weeks out. 4 days before the appointment (today) A&E gave an automated call saying we have to reschedule. I spoke with a customer service rep who wanted me to call back on Monday to reschedule. I asked to speak to a supervisor and was connected to Deacon. He gave me the same reply. So basically I paid alot of money for an extended warranty that I have to continually call back to try and get an appointment and then really hope they show up to the agreed appointment.
Business Response
Date: 11/08/2022
November 8, 2022

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

Re:***************************
File Number 18248263

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 Whirlpool branded range.

We would like to clarify that we did not sell ******************** his range and we are not the manufacturer or the obligor of his manufacturers warranty on his range. We are just the repair provider that Whirlpool contracted to provide repairs to ********************** range 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 Whirlpool.

We received his complaint and made contact with the local service unit for assistance. Our record indicate that the tech was dispatched to the home on October 24, 2022, completed the repairs on the range. The technician notated that the temp sensor was replaced. Cleared codes tested for 25 minutes, complete. Since we have confirmed the technician was able to complete the repair on the range, 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: 11/09/2022

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,

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

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