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 Services

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

• 

  A & E Factory Service

  P. O. Box. 740094 Louisville, KY 40201

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:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a GE washing machine that is in need of repair. GE does not have any technicians in my area, so the repair was outsourced to A&E Factory Services. Our first appointment was on 10/6, which A&E did not show up to. I tried calling several times that day. All numbers provided by A&E led to no one. One of the 800 numbers rings busy or "Can't be completed as dialed" and the other tells you to check the site for updates, which is useless.I rescheduled the appointment for today (10/10), received a confirmation text that a technician would be there between 8am-5pm (ridiculous time estimate). I received a phone call close to 2pm requesting that I call to reschedule the appointment for no apparent reason. The first person that I talked to said there were limited technicians and something must have came up. I was unwilling to re-schedule the appointment so I got transferred to the 'escalation team.' ****** from the escalation team then informed me that there was no change in schedule and the technician was still scheduled for 10/10 and he was in route. Still no technician, so sounds like ****** told me what I wanted to hear to get me off the phone. Also, ****** said that the technician did visit the house on 10/06 and no one responded to the door.... I took the day off to be available for the technician. I have a clear view of my driveway and I DID NOT LEAVE a vicinity that I could hear a knock all day. There is a 0% chance that a technician showed up at the house. Is it possible they got lost and went to the wrong house? Possible. Did they have my phone number to call me if they were lost OR if they knocked on the door to no response? Yes. Did they call? NO. Clearly, no one knows what is going on, and/or they are blantantly giving out false information. This company should not be allowed to be in business with this much dysfunction.

  Business Response

  Date: 11/01/2022

   November 1, 2022
  
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: *******************************
         File Number 18192930
  
  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 GE 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 GE 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 his warranty which in this case is GE.
  
  We did initially accept the contract from our client, GE,to repair ************************ washer and our records indicate that the repairs to the washer was completed on October 10, 2022.  The tech notated that there was a block inlet water valve, cleaned valve screens.   Since we have confirmed that 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
  *******************************************
  

• Initial Complaint

  Date:10/06/2022

  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.

  On 8/11/22 A&E services came to fix an issue with my refrigerator. I told the technician that the evaporator coil was still not getting cold after he said he fixed it. He did not care and left. I called 8/12 to let them know the problem was not fixed. They offered someone to come back on the 23rd. I have young children at home and could not wait this long. I asked for a refund instead. I was told they put in a request. I asked for a confirmation number, case number, or anything to reference. I was told they can't provide this information and there was nothing to give me and no one for me to talk to. I asked when I would know something and my only option was to call every day. I called on 8/15, 8/17, and 8/18 with no answer on my refund or help. All they would do is try and sell me a service for windows instead of fix the issue. I called on 9/15 and was told my claim was denied. They could not give me a reason why. They said they would resubmit my claim. When I questioned why I had to call every day instead of them contacting me I was told they would email me the response. I called back on 9/27 and was told there was still no answer to the status of my claim but they could give me a number to the billing department. I called this number and it was a clickmyreward number telling me I won $100 to ******** I called on 9/28 about being given a fake number. They did not care and the call center person gave me another number. When I hung up and called the number it rang back to the same guy that just gave me the number. I called on 9/28. I was promised I would get an email with the reply at some point. No timeline. I questioned the fact I've received no emails or communication this far and they said now I would get a text message. I called on 10/3 and was told my second claim was denied with no explanation. I've never received an email, text, or anything from this company. They said they would submit another request and promised I would hear back in 72 hours. I have not.

  Business Response

  Date: 10/27/2022

  October 27,2022
  
  
  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 ************** complaint regarding the problems she encountered with the refund for the repairs on her refrigerator
  
  First,we would like to apologize to Ms. Cook 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 Ms. ********************* we reviewed the notes in our service regarding her refrigerator repair.  Since it appears that the repairs were not successful, and ************** dont allow us to go back, we submitted a refund request for $598.98 on October 27, 2022 back to her card ending on 2264,2022,the trip charges are not refundable, 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 ************ 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: 10/30/2022

   
  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:10/05/2022

  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 waiting for 7 weeks for them to repair or send american home shield.( they contract for them.) Documentation to have my dishwasher repaired.or replaced i was informed that they could not repair because they could not get the parts. after nearly 2 months after speaking with american home shield i was told nearly 2 months later that they can get the parts, there is no way to call this company it is all automated and ahs just gives me the same answer every time we can not authorize replacement until they contact us!!! this companys only phone number is **************. please help!!!!!!!!!

  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.
  
  We researched the service history and found a completed service order on October 10, 2022. If ****************** is dissatisfied with the service technicians findings, he may go back to (AHS) American Home Shield as we have performed repairs to his dishwasher as an authorized service provider for his warrantor, Service Guarantee. 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:10/03/2022

  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.

  *** scheduled an appointment to have a technician look at my washing machine that wont run water. The scheduling is limited, the first appointment they called to cancel, the second time I tried to cancel the appointment but the number I was provided immediately says call failed so I couldnt cancel until I was contacted by the technician. The third time they called to cancel, I said please this is ridiculous and the lady said Ill call you back with a weekend appointment but never called. I scheduled again for today 10/3/22 and i got a text at 9:30 am saying technician was on the way. No one ever called or showed up and I have no way of even getting ahold of the company. I keep staying home waiting for them to come only to not show up and theyre wasting so much of my time and days I take off of work for this. And why in the world does the number they provide to contact not work and hasnt been fixed for months at the least.

  Business Response

  Date: 11/16/2022

  November 16, 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 7, 2022, for the washer. If ************ is dissatisfied with the service technicians findings, he may go back to NEW to open a new call as we have performed repairs to his appliance as an authorized service provider for his warrantor, Service Guarantee. 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:10/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A & E was contracted to my home in June 2022 for dishwasher repair i was without usage to my dishwasher due to parts having to be ordered which lasted a week at that time the issue was supposed to be corrected. 10/2/2022 same issue resurfaced! Exactly the same stopping in between cycles and NOT draining i called to complain and spoke to *** who advised parts were out of warranty over 90 days i asked to speak to a member of management since each time i call for service i have to pay a $75 fee i refuse to keep paying this fee if A & E is paid to correct the issue at hand! I was supposed to be contacted by a member of management and have not been contacted as of yet and i have a n appt scheduled for 10/4 and have to pay $75! I want to be reimbursed for my $75 fee and have the issue corrected

  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 October 17, 2022, for the dishwasher. If ****************** is dissatisfied with the service providers fees, she may go back to her warrantor to open a new call as we have performed repairs to her applaince as an authorized service provider. 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,
  
  Regulatory Complaint Specialist

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18159356
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A&E was the servicer scheduled to complete warranty work on my ** Refrigerator. They were first confirmed to visit on 9/16 and sent a text stating a technician was no longer available. They then rescheduled for 9/23 and a technician called me and I asked him to verify with my wife as I was traveling. The technician marked the request as customer refused ********************, requiring me to get a new RNN number from **, which I did. They then scheduled and confirmed the service for 9/30 via text on the morning. They then canceled that service appointment and rescheduled for 10/10/2022. In contacting **, they accepted payment for completing a service order that was never completed and have refused to service my unit. I am now scheduled for a week out which will put me without a working refrigerator for almost 30 days with an 18 month old in the house and a new baby soon to be delivered. They called and told me that they've ordered parts already and haven't diagnosed the problem after multiple calls and complaints. They could have done that 3 weeks ago and after speaking with ******* from A & E he said the technician made a mistake and they can't reschedule any sooner.

  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 a refund of $462.78 was processed on November 28, 2022. If ****************** is dissatisfied with the refund, he may go back to his warrantor as we are unable to obtrude upon his warrantors actions.   
  
  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

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18151331
  
  I am rejecting this response because: the total amount paid to them was $631.78. They did not complete the work and the fridge is still not in working order. I expect the remainder of the funds to be refunded as well. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/23/2022

  December 23, 2022
  
  ***********************
  Better Business Bureau
  330 ******************., Ste. #****
  *******, **  60611
  
  Re: ******** ***************************
  
  Dear ******************:
  
  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 reviewed both Mr. ******** rebuttal, and we do not find that he has brought any new information to his complaint. We understand that he remains dissatisfied with the services decision, however we have completed repair as an authorized service provider for his warrantor.Again, we are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.
  
  We 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: 12/27/2022

   
  Complaint: 18151331
  
  I am rejecting this response because:
  
  They did not show up to complete this repair. The technician was there one day as scheduled by ** to diagnose and order parts per the warranty agreement. A&E  subsequently charged me the additional amount. The second visit never occurred and parts were not installed  I am attaching an email directly from them that shows you the internal communication. Im still owed $169 and will file with small claims if not refunded that amount.
  

  Emails are dated after partial refund was processed showing services were never completed.  

   

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

  Business Response

  Date: 02/14/2023

  February 14, 2023
  
  ***********************
  Better Business Bureau
  330 ******************., Ste. #****
  *******, **  60611
  
  Re:  ******** ***************************
  
  Dear ******************:
  
  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.
  
  Our records show a refund of $169.00 was issued on January 25, 2023, for ******************. Since a full refund has been provided, we have closed our file.
  
  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  Regulatory Complaint Specialist
  Transformco

• Initial Complaint

  Date:10/02/2022

  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.

  Bought oven Microwave combo from best buy ,but bought extended warranty from a&e factory services the Microwave went out 07/22 call for repair . Repair man came out ordered parts still have not received all of parts 10/2/22 need repair or replaced asap

  Business Response

  Date: 11/26/2022

  November 26, 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 a service technician replaced new parts on November 1, 2022. If ************** is dissatisfied with the service technicians findings, he may go back to Service Net to open a new call as we have performed repairs to his oven as an authorized service provider for his warrantor, Service Guarantee. 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 ************** 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:09/29/2022

  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 96yr, old father purchased a hotpoint dishwasher from ****** 5/20/22, the dishwasher spin arm broke off, we contacted GE service on 8/21/22, they arranged A&E Factory service to contact us, we waited 16 days until 9/6/22 until A&E Factory contacted us, and then we waited another 10 days for them to schedule their tech on 9/16/22. The tech came and did not unload the dishwasher and said he had to order a new part, he said we will receive the part at our home and then he will be back 9/28/22 to replace it, AND he said we could still use the dishwasher and if the part falls off, he showed me how to put it back on,because he didn't want to leave my father with no dishwasher. A new repairman cam 9/28/22 unloaded all the dirty dishes on my 96yr. old father's table top and said the part was the wrong part and that he would order another part, and said whenever we receive it, to contact A&E Factory Services to schedule a repairman and left . The worst part of all of this, is not only has it been going on close to 2 months, but the last repairman left all of the filthy dirty dishes on my father's kitchen table and disassemabled the dishwasher so it can't be used. My 96yr old father who is a disable veteran, I may add , has a table full of dirty dishes and no dishwasher. A&E Factory service said they will try to get us a repairman by October 8th if they can :(

  Business Response

  Date: 10/24/2022

  October 24, 2022
  
  Customer Relations
  ******* **********************
  330 ********************************************************************************* 60611
  
  
  Re:  *********************************
         File Number 18147958
  
  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 the ** branded dishwasher.
  
  We would like to clarify that we did not sell ******************** her dishwasher and we are not the manufacturer or the obligor of her manufacturers warranty on her dishwasher. We are just the repair provider that Lowes contracted to provide repairs to ********************** dishwasher so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is **/Lowes.
  
   Upon receiving ********************** complaint, we contacted the local service unit for assistance.  Our records indicate that the tech that went out on October 19, 2022 and notated that that the single manifold flat mount is needed.  He is currently researching the parts listing and rescheduled the return visit for November 8, 2022.   
  
  We apologize to ******************** for any frustrations she may have experience with A&E Factory Service, we appreciate the opportunity to address this matter.   
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:09/29/2022

  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 just bought this house. The fridge is covered under this home warranty through the person we bought the house from. The fridge is not cooling creating a safety concern. They came out on 8/30 and had to order a part. Next appointment wasn't set until 9/27/22. The part did not arrive on time, therefore, the tech never showed up. The part just arrived yesterday, I called to make the repair appointment, and now they're saying the next appointment is another month away. This is completely unacceptable to be without a working fridge for months.

  Business Response

  Date: 11/04/2022

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

• Initial Complaint

  Date:09/28/2022

  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.

  Bought dryer from Lowes , made a warranty claim on my GE 1 month old dryer. My appointment was for September 28th 2022. Took the day off seeing the time was from 8am to 5pm. A& E was a no call, no show. contacted as was told they are missing a part. They will contact whenever it comes in. We have several parts here mailed to the house. The company was unapologetic , rude, and hung up. This has been a 2 week wait.

  Business Response

  Date: 10/31/2022

  October 31, 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 18, 2022, for the In-Warranty GE Dryer. If ************** is dissatisfied with the service technicians findings, he may go back to GE to open a new call as we have performed repairs to his dryer as an authorized service provider for his warrantor, Service Guarantee. 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 ************** 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