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

  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 Service

  12900 Fenwick Center Drive Louisville, KY 40223

• 

  A&E Factory Service

  7700 E Arapahoe Rd Ste 220 Centennial, CO 80112-1268

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:10/18/2022

  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 purchased in 2018 that has been out of service since August. My home warranty company techs said the compressor failed and that the manufacturer needed to replace it since its under a 10yr warranty. We arranged for a ***** A&E tech to come on 9/24 and he confirmed it was the compressor and he wanted $550 for labor in order to push the part order through. We declined the estimate as we werent prepared to pay that much money at that time. We were told that we had to set up another appointment to get the ball rolling again on the repair. The second tech called before he came today and said that additional parts would be needed per his experience. He said the previous tech missed them in our first estimate. This sounded like a red flag given that they were both experienced techs from the same company and this guy hadnt even seen the refrigerator. He came out and quoted a new price of $1330 at which point we declined again because thats basically the cost of a new refrigerator. This is our second Kenmore since ******************************************************* a settlement with Whirlpool. Now were getting the run around on repairing the second one. Why dont you stand behind your original quote and not try to take advantage of customers? We really shouldnt have to pay $550 when you know your compressors are faulty but the last estimate is ridiculous for something under warranty. This entire process has been a complete waste of time and money and we want our refrigerator repaired.

  Business Response

  Date: 11/10/2022

  November 10, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re:  *******************************  
         File Number 18241061
  
  Dear BBB Customer Relations:
  
  
  We have completed the investigation of ************************ complaint regarding the problems she encountered with the refrigerator.      
  
  Upon receiving her complaint, we contacted the local service unit for assistance.   ************** a new appointment would need to be to send the original tech to service the refrigerator. Parts are under warranty for 5 years and consumer is responsible for labor and installation cost. Contact was made to ********************** on November 9, 2022 and we received the following response from ***** on their escalation team advising that she spoke with ********************** and she stated that she no longer has the Kenmore Elite refrigerator, she purchased a new one.  She also stated that shed rather take the loss than pay for repairs and given different quotes. Per our records, the bill for the $135.95 diagnostic fee for the second tech on October 18, 2022, has been closed since she previously paid the diagnostic fee on September 24, 2022.
  
  Since we have confirmed no further assistance is needed and the Kenmore Elite refrigerator is no longer in ************************ possession, we have closed our file.
  
  We apologize for any problems or frustrations that ********************** may have experienced.  We appreciate the opportunity to address this matter.  
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:10/18/2022

  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 rec'd an email from A&E on 8/18/2022 that my service request from American Home Shield had been assigned to A&E and my service date was scheduled for 9/14/2022, I subsequently got a call/email (9/19/202 rescheduling my service date for 9/22/2022. On 9/22/2022, 7 a.m. I got an email that my technician was on his way, at 7:39 a.m. I receive several emails before 9:am concerning my service including a survey about the service. When I contacted American Home Shield, according to AHS my ticket had been closed as the customer was not home. I requested the service repair again and was assigned the service date of 10/4/2022, on 10/4/2022 I was called and told my new service date would be 11/01/2022, which is concerning since this is not from A&E. If A&E is unable to resolve/repair allow AHS to reassign the request.I would like my ice maker repaired. I am concerned about the integrity of the employees/contractors of A&E! I have the emails along with the appointment information and would be more than happy to provide any additional information or the emails.

  Business Response

  Date: 11/14/2022

  November 14, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  ************************************************
         File Number 18234963
  
  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 ** refrigerator.
  
  We would like to clarify that we are not the obligor of the warranty on her refrigerator. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to ****************-McClellans 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 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 22, 2022 to service the refrigerator.   Since we have confirmed that the technician is scheduled to repair 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:10/17/2022

  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.

  Made an appointment with this outfit for August 31, 2022. The first visit, the technician identified a problem and said to unplug the refrigerator. Didnt work. On September 3rd, he returned and claimed we needed to order a a certain part. We did, waited a week for the part to ship, and he returned in September 21st to fix our fridge with this part. We paid the invoice by check. The refrigerator was still not fixed; the same symptoms continued. We called for another service visit, and the same technician returned on October 17th. He identified an entirely different part that needed to be fixed, and quoted us for a $579 repair, including parts and labor. The refrigerator should have been fixed in September; however, the service is now asking for an even larger fee to do something which we have already paid for- to fix the refrigerator. Contacting the company itself is not possible; the phone numbers invariably lead back to recordings and no human representatives. The technician, *******, would not or could not identify someone for us to call. He also signed an X on a document that was for my signature. An appropriate resolution would be to actually repair our refrigerator for the original amount quoted and paid for. This refrigerator is only six years old.

  Business Response

  Date: 11/18/2022

  November 18, 2022`
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18237601- *******************
  
  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 Mr. ******* complaint regarding the refrigerator and his dissatisfaction that it was not repaired. We ask for additional time.  
  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.  Since, BBB give us limited time to provide a response to the complaint,we ask to have this matter close. We will keep working with **************** to resolve this matter 
  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 at ***************************** .   
  
  
  Sincerely, 
  *************************
  Regulatory ************************************** Corporation

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18237601
  
  I am rejecting this response because: Blaming the pandemic for consistently poor service is disingenuous. There is no way to reach any kind of manager or supervisor for this company (A & E). The lack of expertise demonstrated by the tech is one thing, but sending him back twice and expecting the customer to pay $99 each time when the tech could neither diagnose nor repair the problem properly is a direct result of the company's policy of noncommunication.

  I expect a full refund for all parts and services we have received, since we had to resolve the issue on our own. 
  

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

  Business Response

  Date: 12/05/2022

  December 5, 2022
  
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # 18237601- *******************
  
  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 Mr. ******* complaint regarding his dissatisfaction with the repairs on his refrigerator.
  
  Upon receiving **************** rebuttal, we reviewed the notes in our service regarding his refrigerator repair.  Since it appears that the repairs were not successful, we submitted a refund request for $302.56 via check on December 2, 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.  
  
  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 at ***************************** .   
  
  
  Sincerely, 
  *************************
  Regulatory ************************************** Corporation

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18237601
  
  I am rejecting this response because:

  I will not consider this matter closed until I receive the promised refund.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/17/2022

  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 an issue with my dishwasher, GE set up the appointment with A&E to fix. Appointment was for 10/17 between ****, I received four text messages to confirm my appointment. At 1:30 I receive a call on my house number, from my cell number, so I answer. Its A&E calling to confirm my appt for tomorrow. No person. Automated. Tried calling could only get automated system, so I did a live chat with *****, who told me tech would be here at 4:23, no show. Another live chat with ***** who said there was an issue with the system not hooking up to a service tech. That I would have to call the number to talk to someone. The automated number. A woman called back ************************************************************************************* Im waiting to hear from Supervisor. Clearly they have issues from all the other reviews I have read. How this company has an A rating is beyond me.

  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 had been cancelled for GE to reschedule with another provider. If ****************** is dissatisfied, she may go back to GE to open a new call as we are only an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.  
  
  We apologize to ****************** 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,
  
  Transformco

• Initial Complaint

  Date:10/17/2022

  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 dryer broke almost a month ago and none of their techs have been able to fix it. Now they keep rescheduling my appointment and I have no resolution to my problem. They are the worst repair company I have ever dealt with.

  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 had been completed on November 9, 2022. If ************ is dissatisfied with the service technicians findings, he may go back to ************* *** to open a new call as we have performed repairs to his appliance 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,
  
  Transformco

• Initial Complaint

  Date:10/13/2022

  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.

  Our ******* washing machine purchased on 04/03/21 stopped working on 8/1522. We contacted our extended warranty company Lowes Protection plan and filed a claim on 8/15/22 . They arranged for A&E appliance repair to come to the house. It was not until 9/14/22 one month before a service Technician named ***** came to the house. He stated we needed a new control board and proceeded to order one. The part arrived in 2 days but we could not get another appointment until 9/21/22. ***** arrives and says the wrong part was ordered and he needs to order again. No apology! Again part arrives in 2 days but can get an appointment until 10/11/22 . New repair Tech looks at washer and immediately diagnoses bad drain pump as there is standing water in machine. Says ***** should have known this. Says he has to order part. I told him I wanted him back the day after part arrives as going on 2 months without washer. He was very rude and unapologetic,and told me he would not be back for another 2 weeks and that there was no one to complain to, no customer service or manager number was provided when I repeatedly asked for it. I asked him why there is no accountability for there errors and he said" don't shoot the messenger".

  Business Response

  Date: 11/07/2022

  November 7, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: *****************************
         File Number 18207339
  
  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 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 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.
  
  We did initially accept the contract from our client, Lowes to repair Mr. ********* washer and our records indicate that the repairs were completed on October 19, 2022.   The tech notated that he inspected unit and found a faulty drain pump.  The part was ordered, installed and tested,all tests okay.  Since the washer 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: 11/10/2022

   
  Complaint: 18210463
  
  I am rejecting this response because:   You state in your response to my complaint that you initially did not want to accept the contract to repair our washing machine but the fact is you did accept the contract and are therfore responsible for the quality and actions of your employees.  When our washing machine brokedown in August, you were contracted by our warranty company to fix it.  You sent a young man who was not competent to our house to fix the machine.  He made an improper diagnosis of a faulty control board. Something you make no mention of responsibility for. To make matters worse, he ordered the wrong part.  You blame ***** and supply chain issues when the fact is the wrong part arrived within a few days and knew it was the wrong part but waited weeks for the young man to return and promptly say yes it is the wrong part. No apology!!  Then he orders the correct control board and again we wait weeks for his return. A new repairman arrives and promptly announces that its not the control board and a mistake was made in the diagnosis. No apology was given and He stated it would need a new drain pump and that will be ordered.  Again the new pump arrives within a few days and it takes weeks to get the repairman back. The pump is finally replaced and washer is back in service.

  Simple facts.

  1. You were contracted to repair our washer.

  2. Your employee misdiagnosed the problem.

  3. Your employee ordered the wrong part!

  4. Your employee returns and orders the wrong part again.

  5. A new repairman diagnosis the correct problem and has to order yet another part. 

  6. It took 2 and a half months to repair our washing machine due to incompetent service from your employee.

  7. There was no supply chain issues as the part arrived within 2 to 3 days of ordering.

  8. You blame Lowes and the manufacturer but take no responsibility for multiple errors on your representative.

  9. You offer no apology for the missed time off from work as we adjusted  our time to accomodate four different service dates in which we were given only a date and no time.

  10. You offer no apology our responsibility or acknowledgement that paid money at a laundry mat unnecessarily. 

   

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

• Initial Complaint

  Date:10/13/2022

  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 8/17/2022 A&E was contracted by Frigidaire to repair our double oven that is less than 1 year old. They contacted me by phone to discuss the issue and upon providing them with the error message being displayed I was told that parts were being ordered ahead of the technician's scheduled arrival on 08/29/22. On 08/29 I received a call from A&E notifying me that the repair would have to be rescheduled as I had not called to confirm that the ordered parts had been delivered. At no time was I EVER instructed to call them prior to the scheduled repair to notify them that the parts had been received. If anything, they should have called me to make that confirmation. So they rescheduled the repair for 09/09/22. Upon arrival on 09/09/22 the technician claimed that additional parts would be needed and that he would needed and that the job would require two technicians in order to remove the ovens and make the repair. He then scheduled the next appointment for repair on 09/24/22. On 09/24/22 I received an automated call from A&E notifying me that I would need to call back to reschedule the repair because there was no technician available to make the repair. I then called to reschedule the repair yet again and was told the technicians would be out to make the repair on 10/3//2022. On 10/3/2022 the technicians arrived to make the repair but told me they would have to reschedule the repair because it required an oven cart and neither of them had one. The repair was once again rescheduled for 10/12/2022 and the technician texted me screen shots of the case notes he entered into their system stating that it would require two technicians and the use of an oven cart. On 10/12/2022 I received yet another automated call telling me there were no technicians available to make the repair and it would have to be rescheduled. 2 months since calling and they still haven't repaired my ovens and I've had to take time off of work for every single appointment they have scheduled.

  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 records confirm that repair was completed. If ******************** is dissatisfied with the service technicians findings, she may 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 she contact them directly regarding the terms and conditions of her warranty agreement.  
  
  We apologize to ******************** on behalf of A&E Factory 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
  A&E Factory Service

• Initial Complaint

  Date:10/13/2022

  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.

  What is there not to complain about with this company. I don't understand how they have an A+ rating with BBB accreditation they must be paying an awful large amount of money for this rating. Their customer service is less than one star. I've gotten three different stories within 24 hours. Purchased a washer from ****** August 21st of 21 took 31 days of constant phone calls every other day and never did I get a technician finally contacted ****** and they actually grandfathered me in and replaced my washer. The new washer replaced 09/21/21 has quit working as of 10/12/21 I scheduled an appointment with **** supposedly for today (10/13) between 8:00 and 5:00 I was never notified of a confirmation that they were coming. I received a phone call at 8:05 this am advising that the technician unexpectedly cannot come out today never gave a reason even though I asked never said I'm sorry simply stated we will see you on the next available date November the 1st. I called back 2 hours later to speak with **** who who scheduled my appointment and of course I couldn't get her the person I did speak with told me they had no technicians that even serviced my area. Which is what I was told last time when they replaced my washer. I told the gentleman this morning somebody is telling me a lie **** told me y'all had a technician today the guy this morning when he called told me the technician was unavailable to come today and now you're telling me there are no technicians that even service my area until November 1st and how is that even possible.. all I received was silence assuming he hung up on me. Called Whirlpool directly they can have a technician out Tuesday of next week actually they offered Monday but we have a funeral to attend. But of course it's not a warranty coverage because we didnt purchase thru WP... Why any business of reputable reputation would use this third party company is beyond me

  Business Response

  Date: 11/28/2022

  November 28, 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 1, 2022, for the washer. If ************** is dissatisfied with the service technicians findings, she may go back to Assurant to open a new call as we have performed repairs to her washer as an authorized service provider for his warrantor, Assurant. We are unable to obtrude upon his warrantors actions and recommend that she 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:10/11/2022

  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.

  Hello, We purchased a Frigidaire gallery refrigerator 11 months ago from Lowes.Model # LGHB2869TF9 Serial number ********** We have had issue after issue with this refrigerator. It started with the delivery men dropping it and scratching our floor to it not freezing and having three repairmen come out to finally fix that. The latest problem is that there is a hole in the rear that is not supposed to be there that is leaking water. It leaks all over our kitchen floor and we had to turn the ice maker off and can never use it again. The A and E repairman was out twice for this situation and has deemed it irreparable each time. Frigidaire will not return our calls, email us or help in anyway. They continuously try to delay the situation because our warranty is up next month. We need help! The refrigerator does not work. We will be out over $3,000.00 for that alone. Plus loss of pay due to calling off work how many times throughout the year, loss of food and the amount of money spent on getting ice since we cannot use the ice maker. There are videos and pictures of the A and E repairmen saying it cannot be fixed but the A and E Services company will not share them even though they said they would and ********** continues to say they've never received them. Please help us rectify this awful situation. Thank you!

  Business Response

  Date: 11/28/2022

  November 28, 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 September 22, 2022, for the refrigerator purchased from Lowes.Notes indicated that **************** would be contacted from Electrolux ************ regarding the hole in the liner. If **************** is dissatisfied with the service technicians findings, he may go back to his warrantor as we have performed a diagnosis to his refrigerator as an authorized service provider for his warrantor, Electrolux. 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

  Customer Answer

  Date: 12/01/2022

   
  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:10/11/2022

  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.

  I have had several appointments for this company to repair my ** refrigerator. On multiple occasions, I recieve a tech call saying will be out and gives me a time, only to have the appointment canceled and rescheduled for over a month in the future. Parts have been sent to my house and I have been without refrigerator for 2 months.

  Business Response

  Date: 11/28/2022

  November 28, 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 in contact with ************** who confirmed that AAA repaired the refrigerator on October 19, 2022. If ************** is dissatisfied with the service, he may contact his warrantor as we are only an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to ************** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18200534
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

   

  yes. I had to get AAA to fix because you would not show up to repair appointments which were scheduled and then the tech never would show up. Happened on multiple occasions and then you guys purge the missed appointment out of system with the new scheduled appointment you created. The techs would even call me in the am and say coming only to cancel or no show in afternoon. I have no problem with how was fixed by AAA. They are a good company and kept appointment scheduled