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

567 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:10/15/2024
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 freezer was broken and submitted for them to come out. Hours after the visit the fridge no longer worked, I lost all my food and medicine that had to be refrigerated due to this. Since then they have taken 7 weeks to get parts and attempt to fix the fridge. Still no word on if they will cover the food and medication loss or if the fridge will actually be fixed as they keep canceling/rescheduling the appointment but customer service cant tell me anything and I cant get to a manager as the person who answers is the supervisor or so they say.
Business Response
Date: 11/13/2024
November 13, 2024

Customer Relations
******* **********************
**********************************************************
*******, *******; 60611

Re: # ******** ****** ******
Dear BBB Customer Relations:
We have completed the investigation of Ms. ******* complaint regarding her dissatisfaction with her ***** Home Warranty plan.
In order to investigate and respond, we had to reach out to Cinch Home Services. In case Ms. ****** was unaware,her ***** Home Warranty is issued and administered by HomeSure Services*****,************************, HomeSure Protection of ****************, or HomeSure of **************, depending on the state she lives in. All of those variations though are subsidiaries of Cinch Home Services, and Cinch provides the customer support when any customer calls into the ***** Home Warranty line. Since Ms. ******* complaint strictly involved the administration of her contract and we have no control over that, we reached out to Cinch so that they could explain their position regarding Ms. ******* complaint and any details of any resolution they provided. We received the following response from ******* on their Escalated Customer Support Team:
Our record shows that the job was completed. See Unit # ****/ Service Order No 11016700. ***** technician noted the account on 10/17/2024: Repaired restriction checked out ok temp dropping. I contacted and left a message for the customer to call me back for further assistance. I provided my number for a call back.
We apologize for any problems or frustrations that Ms. ****** may have experienced with ***** or with our business partners like Cinch 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 ****************************************************.

**** ******
Regulatory Complaints Specialist
*********************;
Initial Complaint
Date:10/13/2024
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.
Aug ****** ****************** came to work on my ice maker. They said it was bad. they then ordered a new one while at my home. They charged me $184.33 for it to be sent to my home. Plus $249.95 labor Total $434.30. They bought a aftermarket from ****** for $58.50 (the receipt was in the box. Weeks later 8/30/24 a 2nd. service tech came to install ice maker. The one ordered from ****** was bad. This tech had one on his truck. his was $142.82 exact same ice maker. He put me in for a overpayment of $41.53. I have called on this several times and are told 14 business days. It's been MONTHS. They even show on their end I over paid by $41.53.
Business Response
Date: 10/31/2024
October 31, 2024

Customer Relations
**********************
*********************
*******, *******; 60611

Re: ******** ***** *****

Dear BBB Customer Relations:

We have completed the investigation of Mr. ****** complaint regarding non receipt of credit for his service order.

After reviewing Mr. ****** complaint and our records, we contacted our service department and were informed that on September 14, 2024 a credit in the amount of $41.53 was issued back to the original form of payment. Based off the aforementioned, we have closed our files.

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

Sincerely,

Ema C
Regulatory Specialist,Regulatory Complaints
***************
imx integrated member experience
Customer Answer
Date: 10/31/2024

Complaint: 22417226

I am rejecting this response because: I DID NOT Receive "Over Charge" Payment . Nothing was EVER credited to my ***** Fargo account. or any other account.

Sincerely,

***** *****
Customer Answer
Date: 11/01/2024

Complaint: 22417226

I am rejecting this response because:
I have NOT received my refund on my ***** Fargo account. They say they refunded money to me but I have Not seen any refund. Do they have proof were they sent the refund?
Sincerely,

***** ***** 11/01/2024
Business Response
Date: 12/03/2024
December 3, 2024

Customer Relations
**********************
*********************
*******, *******; 60611

Re: ******** ***** *****

Dear BBB Customer Relations:

We have completed the investigation of Mr. ****** complaint regarding his recent service repair.

After reviewing Mr. ****** complaint and our records, we contacted our service department and inquired the service repair in question. It is our understanding that the part that was installed was for $142.82, which Mr. ***** was charged for. In addition, an email was sent to Mr. ***** to advise him of the charge in question, which was valid. Based off the aforementioned, we have closed our files.

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

Sincerely,

Ema C
Regulatory Specialist,Regulatory Complaints
***************
imx integrated member experience
Customer Answer
Date: 12/04/2024

Complaint: 22417226

I am rejecting this response because.
I have NOT received my refund on my ***** Fargo account. They say they refunded money to me but I have Not seen any refund. Do they have proof were they sent the refund?
If they sent a refund , it must have went to someone else!!! I wish they could show were the refund went. Give me a secure site and I can show my **************** account WITHOUT account numbers for months and it will NOT show any deposits of $41.53 from anybody. The refund must have went to someone else. I wish they would check there records.
I think they are mad at me since I gave them a Bad review.
Thanks
Sincerely,
***** *****
Business Response
Date: 01/03/2025
January 3, 2025

Customer Relations
**********************
*********************
*******, *******; 60611

Re: ******** ***** *****

Dear BBB Customer Relations:

We have completed the investigation of Mr. ****** rebuttal to the response we previously sent.

After reviewing Mr. ****** response, we contacted customer service and were informed that once the confirmation code is provided, we will gladly contact him within ***** hours to provide him with total amount issued back to the original form of payment. At this time, we have closed our files pending the additional information requested.

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

Sincerely,

Ema C
Regulatory Specialist,Regulatory Complaints
***************
imx integrated member experience

Customer Answer
Date: 01/06/2025

Complaint: 22417226

I am rejecting this response because:
How do I send a CONFIRMATION CODE? To get my payment and be done with this?
I WANT MY "OVER CHARGE" !

Sincerely,
***** *****
Business Response
Date: 01/23/2025
January 23, 2025

Customer Relations
**********************
*********************
*******, *******; 60611

Re: ******** ***** *****

Dear BBB Customer Relations:

We have completed the investigation of Mr. ****** rebuttal to the response we previously sent.

After reviewing Mr. ****** response, we reached out to customer service and were informed that on January 08, 2024 a credit in the amount of $41.53 was issued back to the original form of payment. In addition, Mr. ***** was sent an email with the action taken.Based off the aforementioned, we have closed our files.

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

Sincerely,

Ema C
Regulatory Specialist,Regulatory Complaints
***************
imx integrated member experience
Customer Answer
Date: 01/24/2025

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:10/09/2024
Type:Customer Service 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.
7/16/24 - 10/7/24 Absolutely the worst customer service experience I've ever had. Stayed on phone for 2hrs 14 mins and got switched through 5 different people who could NOT help me. I made the mistake of "prepaying" (as suggested) for parts and labor diagnostics which was $625.06 and when the tech arrived once the part was delivered to my house the fridge started working so the tech said "since it's working now, just hold on to the part and when the problem comes back call us and we will come out and install the part. Since you have already paid for everything there will be no charge." That was 3 months ago and now the fridge problem has come back and A & E will NOT honor what the tech said...The are wanting to charge me labor AGAIN for labor that was not completed in the first place! I am holding the part in my hand now and it's still in the packaging (unopened) from **. What a horrible way to do business and the sad thing is I've always been a ** customer and ALL my appliances in my home are GE...What a disappointment after all these years with **. A & E Factory Service got $625.06 TIP without performing the repairs. I will continue to let everyone know how crooked A& E Factory services are....
Business Response
Date: 11/07/2024
***********************************

November 7, 2024

Customer Relations
**********************
************************************************************
*******,*******; 60611

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

Dear BBB Customer Relations;

We wanted to provide you with an update regarding the investigation of Mr. ******** case, our team has diligently looked into the matter, and we appreciate your patience throughout this process. Rest assured, we are working to resolve the issue as quickly as possible.
At this stage, we require some additional time and information to thoroughly review all the details and ensure a comprehensive resolution. Please be assured that her satisfaction remains our top priority. We anticipate being able to provide you with a more detailed update shortly. In the meantime, if you have any questions or concerns, please don't hesitate to reach out to me at *****************************
We apologize for any problems or frustrations that Mr. ******* 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

Sincerely,

****** ******
Regulatory Complaints Specialist
Customer Answer
Date: 11/08/2024

Complaint: 22400569

I am rejecting this response because: I paid UP FRONT the price of the part $131.20 and the labor $366.00. I want the labor of $366.00 refunded to me because the service was never done.

Sincerely,

*** *******
Business Response
Date: 11/09/2024
***********************************

November 9, 2024

Customer Relations
**********************
************************************************************
*******,*******; 60611

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

Dear BBB Customer Relations;

I am writing to inform you of the resolution reached regarding Mr. ******** recent complaint concerning the delay in receiving service for his refrigerator.
Thank you for the opportunity to address Mr. ******** recent experience with our service. We understand that scheduling and parts availability can sometimes present challenges in service-oriented industries, and we strive to resolve such issues as quickly and effectively as possible.
Upon receiving Mr. ******** complaint, we promptly investigated and discovered that our system had not recorded the delivery of the necessary part to him. However,as Mr. ******* confirmed he received and installed the part himself, we issued a refund for the labor costs in the amount of $366.00. This refund was processed by check on November 8, 2024. Please note that trip charges are non-refundable.
The refund check should be received within 2-3 weeks. If he has not received it within that timeframe, he is welcome to reach out to me directly for further assistance.With the requested resolution provided, we consider this matter resolved and have closed our file on the issue.
We apologize for any problems or frustrations that Mr. ******* 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

Sincerely,

****** ******
Regulatory Complaints Specialist
Customer Answer
Date: 11/11/2024

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 when I receive the check for the labor of $366.00 As of today I have not received the check but when I do I will let you know...

Sincerely,

*** *******
Initial Complaint
Date:10/05/2024
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 reschedule our appointment for Thursday, October 10 earlier today through a BOT and text message for all day today (a Saturday) and then proceeded to keep moving the appointment back to later and later in the day, and then at 8:00 p.m. tonight, sent my husband **** ******* a text canceling the appointment for today. Today is a Saturday. A&E does not maintain a telephone number with a human being to resolve this. We spent our entire weekend day waiting for someone to arrive. This is RIDICULOUS. I want everyone to know. I want this resolved. I want A&E to be held accountable. This is BAD business, and I wanted it reported WIDELY and LOUDLY.
Business Response
Date: 11/05/2024

November 5, 2024

Better Business Bureau
Customer Relations
************************************************************
*******, *******; 60611

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

Dear BBB Customer Relations:

We have completed the investigation of Ms. ********* complaint regarding the problem she encountered when she requested service on the washer.

It is unfortunate that we failed Ms. ********* expectations when her husband recently scheduled a washer repair. We value Ms. ********* patronage, but can understand her frustration. We would first like to clarify that with any service oriented industry, there is always going to be the possibility that an appointment might need to be rescheduled. While there are various factors that can cause this to happen, in Ms. ********* case the technician needed to spend a longer amount of time at one stop and was unable to complete his route. Our technicians make effort to complete their assigned routes, but unfortunately there are times when it may not be possible and service must be rescheduled. We apologize that Ms. ******** was not notified of a possible reschedule within a reasonable time and that the repair was not completed in a timely manner. With that being said, since we have addressed the issue brought forth in Ms. ********* complaint, we have closed our file.

We apologize for any problems or frustrations that Ms. ******** may have experienced with Sears. 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:10/05/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A generic part (pump) was installed in my washer. It fried the mother board. Im out a washer.
Business Response
Date: 11/05/2024
***********************************

November 5, 2024

Customer Relations
**********************
************************************************************
*******,*******; 60611

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

Dear BBB Customer Relations;

We wanted to provide you with an update regarding the investigation of Ms. ***** case, our team has diligently looked into the matter, and we appreciate your patience throughout this process. Rest assured,we are working to resolve the issue as quickly as possible.
At this stage, we require some additional time and information to thoroughly review all the details and ensure a comprehensive resolution. Please be assured that her satisfaction remains our top priority. We anticipate being able to provide you with a more detailed update shortly. In the meantime, if you have any questions or concerns, please don't hesitate to reach out to me at *****************************
We apologize for any problems or frustrations that Ms. ***** 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

Sincerely,

****** ******
Regulatory Complaints Specialist
Customer Answer
Date: 11/25/2024

Complaint: 22385363

I am rejecting this response because: It didnt receive a response because I didnt receive the email. It went to my junk folder. I called the local Better Business Bureau last week and they sent it to me. Can you do something? I mean, this is ridiculous already. I havent heard from anybody not even you all until right now.

Sincerely,

****** *****
Business Response
Date: 12/03/2024
***********************************

December 3, 2024

Customer Relations
**********************
************************************************************
*******,*******; 60611

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

Dear BBB Customer Relations;

We are providing an update regarding the resolution of Ms. ****** case.
A refund in the amount of $429.36 has been processed to Ms. ***** card ending in 8232on November 7, 2024. With this refund issued, we have officially closed our file on this matter.
We sincerely apologize for any inconvenience or frustration Ms. ***** may have experienced during this process. At **************************, we value our customers and are committed to their satisfaction by addressing concerns and ensuring reasonable resolutions whenever possible.
If there are any further questions or follow-up needed, please do not hesitate to contact us.

Sincerely,

****** ******
Regulatory Complaints Specialist
Customer Answer
Date: 12/04/2024

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:09/26/2024
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 am filing a formal complaint against A&E Factory Service regarding my ******* refrigerator, which has been broken since July 2023. Over the past year, I have made multiple appointments and payments totaling $1,200 to A&E for diagnostic fees, labor, and parts, all of which have failed to resolve the issue. Despite these payments, my refrigerator remains inoperable, and A&E has not provided any clear resolution or ********* November 2023, I sent a notarized letter to A&E/*********************** seeking a resolution. The last service they provided in an attempt to fix my refrigerator was also in November 2023, yet the issue remains unresolved. A&E has not responded to my efforts to escalate this matter. This extended period without a functional refrigerator has caused significant financial and personal distress, especially as I do not have expendable income to replace the appliance.I am seeking a full refund of $1,200 and, at the least, wish to warn others about the lack of responsiveness and poor service.
Business Response
Date: 10/23/2024
***********************************

October 23, 2024

Customer Relations
**********************
************************************************************
*******,*******; 60611

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

Dear BBB Customer Relations;

We wanted to provide you with an update regarding the investigation of Mr. *************** our team has diligently looked into the matter, and we appreciate your patience throughout this process. Rest assured, we are working to resolve the issue as quickly as possible.
At this stage, we require some additional time and information to thoroughly review all the details and ensure a comprehensive resolution. Please be assured that her satisfaction remains our top priority. We anticipate being able to provide you with a more detailed update shortly. In the meantime, if you have any questions or concerns, please don't hesitate to reach out to me at *****************************
We apologize for any problems or frustrations that Mr. ************* 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

Sincerely,

****** ******
Regulatory Complaints Specialist
Customer Answer
Date: 10/25/2024

Complaint: 22346100

I am rejecting this response because:

I was provided a partial refund. I've emailed the company to request how they've come to that determination of the amount they are refunding. The issue is that our family has had a broken refrigerator for over a year now, going on 1.5 years. We still have parts that we've stored here left behind workers who came and charged me for unnecessary parts.

Simply put, the refund isn't enough to purchase a replacement refrigerator of equal value nor have I received an explanation how that refund amount was determined. I also have attached pictures of the parts left at our home. One box remains unopened though ordered by service workers. Again we've had to store these parts for a year approximately hoping for a resolution. I haven't mentioned the fees from getting approximately 40 pages notarized and sent to their home office approximately a year ago seeking to resolve this matter to be met with no response.

A simple resolution I am requesting is a replacement refrigerator equal to the one that remains broken, or a refund amount that would allow my family to purchase a replacement refrigerator, or a complete refund at the least with an explanation of how they've determined that amount refunded.

Sincerely,

***** ******
Business Response
Date: 12/02/2024
***********************************

December 2, 2024

Customer Relations
**********************
************************************************************
*******,*******; 60611

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

Dear BBB Customer Relations;

We appreciate the opportunity to address the complaint submitted by ********* regarding the delay in processing refunds for services rendered on his refrigerator.
Following a thorough investigation, we determined that the service performed on Mr. ******* refrigerator was unsuccessful. Regrettably, the service call was closed incorrectly, which caused a delay in issuing the refund.
To resolve this matter, we have taken the following actions:
A refund of $308.59 was processed on October 4, 2024.
A refund of $763.58 was processed on October 14, 2024.
Both refunds were applied to Mr. ******* card ending in 0489. With these actions completed, we consider this matter resolved.
We sincerely apologize for the inconvenience and frustration Mr. ****** experienced during this process. At **************************, we are committed to our customers' satisfaction and strive to resolve issues promptly and fairly.

Sincerely,

****** ******
Regulatory Complaints Specialist
Initial Complaint
Date:09/26/2024
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 August 28, 2024 I submitted a service request through American home shield. This company was assigned to repair my microwave oven wall unit. The first ********** that came out, didnt examine the unit but guest on what part was needed. The part was ordered, but it was the wrong part ordered that further delayed service. The same ********** came out almost 2 weeks later to do the repair. While it appeared that it was fixed, it was not. I immediately called this company to have a ********** come out as I was advised that there was a 30 day warranty. I was declined this visit and was told to contact American home shield where they made me pay an additional $125 to have someone come out , despite being told that this was covered under warranty. Another dispatch was done with a different ********** a week later who came out and said that the first ********** did the wrong repair mind you This ********** did no diagnostic work only try to heat up a cup of water and guess what the part would be. That was on September 18. Another part came in and yet another ********** was dispatched to my home and came out today on September 26 and much to my surprise this ********** was rather thorough. He advised me that the repairs were not correct. It was a whole other part after conferring with a trainer at the Company. Im going into my fifth week and yet this appliance has yet to be repaired. This shouldve been taken care of on the first visit. This company has caused me undo stress, time off of work, anxiety, and the lack of use of my appliance I want them to reimburse me my $125 co-pay that I had to pay American home shield for undo stress and lack of my appliance going into the fifth week without repair by the time the next part comes in and my next scheduled appointment is October 4. That will be starting my sixth week waiting for this repair to be done in a timely manner and skilled manner , Ive tried to reach management at this Company and I am denied each time I call.
Business Response
Date: 10/29/2024
October 29, 2024

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ***** **********

Dear BBB Customer Relations:

After researching the service history, we show ************* has a warranty with American Home Shield. We advised her warranty company on October 4, 2024, that the inverter was replaced but the unit is still not repaired. Currently, we do not have an open service order, therefore,Ms. ********** will need to contact her warranty company so that a service call can be opened or for her warranty company to determine if a any refund can be issued of the deductible. Since we are only an authorized service provider, we are unable to obtrude upon her warrantors actions. We can only recommend that she contact them directly regarding the terms and conditions of her warranty agreement.

We apologize to Ms. ********** 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: 10/29/2024

Complaint: 22345085

I am rejecting this response because:

what this company fails to recognize is the poor service provided by this company. The technicians that came to my home, lacked experience and were unable to identify what was actually wrong with my appliance. It took several visits from different technicians to finally say that my appliance was unrepairable. This caused me to not have my appliance and the warranty by American home shield to be processed in a timely manner. Each technician that came here had a different opinion, but none could solve it. This shows that their technicians are not qualified to handle complex repairs. Additionally, I could never reach a supervisor or a manager to discuss and kept getting passed around in an overseas call center .
This company lacks professionalism and courtesy to the customers as well as qualified technicians to do repairs

Sincerely,

***** **********
Business Response
Date: 11/17/2024
November 17, 2024

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ***** **********

Dear BBB Customer Relations:

We have reviewed Ms. *********** rebuttal and we understand she remains dissatisfied. Since Ms. ********** has a third party warranty with American Home Shield, in order to contact anyone regarding service, she would need to contact ********************, not our service company. We sent the service information to American Home Shield on October 4, 2024, and closed the call. Any refund or reimbursement requests will need to be directed to American Home Shield since they collect the deductible or copay. Again, since we are only an authorized service provider for her warrantor, we are unable to obtrude upon **** actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.

We apologize to Ms. ********** 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: 11/18/2024

Complaint: 22345085

I am rejecting this response because:

once again, A&E are not understanding the reason for this referral to the BBB. I want this company to know just how poor their service is regardless of me having a policy through American home shield. Their customer service is nonexistent. You are not allowed to speak to a manager to get any resolution. The technicians at A&E are a poor quality. This again has nothing to do with American home shield. These technicians could not accurately diagnose the issue with my wall oven/microwave. By not having the skills to accurately diagnose the issue, I had not had my oven in over a month because of the poor quality of technicians at A&E.

Sincerely,

***** **********
Initial Complaint
Date:09/19/2024
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.
N the middle of August (?) we contacted ***** about the top washer's door being hard to open. They sent ***** *. a few days later who ordered a part to repair the top door handle. Part took a few weeks to arrive, & we contacted ***** 2 install it. On four different days A & E canceled the install dates and times. When they sent ********* ***** out, he said he needed help to install the top and he would call us when he got another tech to assist him. But the next day, someone banged loudly on my door for about 5 r 6 minutes, and constantly rang doorbell. Since I am 70, it took me a while 2 get 2 door. I heard a female at door, I opened it. She said she was from A&E. I asked her where the other tech was because I knew it would take 2 to fix it. She said she did not need another tech because they were not going to fix my washer. At that point she pushed past me & came in, although I did not tell her to. She said she had already read the tech's notes and she knew it was cosmetic, and I would have 2 pay for repairs. I told her the washer is not working & it was not cosmetic. She went on 2 tell me loudly we had abused the washer, and give her the part back. I told her we had not done anything to it, but she said we had done something to it and She could tell it was abuse. When I pointed out to her that neither the washer or dryer had one scratch on it, she got more angry. She said if I did not give her back the part "SHE" WAS GOING TO SEND ME A BILL. She then said she owned the company. When I questioned this, she said she was a senior tech and whatever she says goes. She took some pics of washer & stormed out the front door. I asked her name but she refused 2 tell me. She then took pics of the outside of my house and left. (2 different techs came b4 her to my house. The handle was intact before she started messing with it. Hopefully the other techs took pics).I spoke 2 ******** (tech) who had the door opened, which he could not have done had it been broken.
Business Response
Date: 10/14/2024
October 14, 2024

Customer Relations
******* **********************
**************************************************************
***********************

Re: ********* *******
       File Number 22307110

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** complaint regarding the problems she encountered with the repair of her washer under her contract.

Our records indicate that Ms. ******* has a ***** Protect Home Warranty (SPHW) covering her washer. Upon receiving her complaint, we forward her concerns to the proper department, the **** group for assistance with the warranted repair. We received the following response from the Escalation Agent handling the complaint stating: Need to set a new service order to complete the repair on the washer. The appointment was set up for October 16, 2024 as a recall appointment to complete the repair on the washer lid. Member has the parts, the district management and staff has been advised to complete the repair with no further charge.
Since we have confirmed the repair is tentative for October 16, 2024 to complete the repair on the washer under the warranty with no further charge, we have closed our file.
We apologize for any problems or frustrations that Ms. ******* may have experienced. We appreciate the opportunity to address this issue.

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 11/18/2024
Complaint: 22307110

I am rejecting this response because: I have just been able to see and respond to your email. Yes, ***** did set up an appointment to repair my washer on October 16, 2024; however, the technician was unable to repair the washer. a technician (*****) cancelled the appointment so no one came out to make the repair. I, in turn contacted Mr. ******* at ***** and told him what had transpired. I asked that the Senior tech, *****, not to have any further correspondence with me or dealings with my washer because of her previous attitude and her entering my home uninvited to take the replacement part from me, which I refused to give her. Mr. ******* again set up another appointment for someone to come out to make the repairs. And he assured me that I would not have to deal with ***** anymore. Yet, the day of the appointment, ***** called me on my telephone and told me that the ********************* asked her to call me and tell me they were not sending out a tech to make the repairs because my warranty was expired and it did not cover this type of repair anyway. I asked her why she was calling as she was not to contact me anymore? She then hung up the telephone.

A very nice tech did come out and tried to fix my washer; but it was not working properly. To make matters worse, the larger washer at the bottom was affected and the soap, bleach and softener will not go into the washer. Nor will the door close now.

At this point I have to honestly say that many appointments have been set by Mr. ******* in an attempt to repair my washer. But most of these appointments have been cancelled by I believe ***** for no reason. She has constantly interfered with the repair of my washer. We had an appointment scheduled for November 11, I believe, but no one came. When we called to find out why, we were told that we or I (I never got the straight of it) had "threatened" three techs and they said they did not want to return to my home.

The problem with this lie is that ALL of the techs were very, very, nice and professional. They struggled for hours trying to make the washer work in a hot garage. They tried the best they could to make it work properly. One tech even gave me advice on the part names and numbers for my refrigerator, and he told me what was wrong with my stove. So now I don't understand why or how any of them would suddenly claim we had any type of disagreement, especially after going the extra mile to assist me. Not only this, but we had very pleasant conversations about their homes, families, and where they lived before they arrived in ********

Further, please understand that my washer has been broken since August; ***** are six members in my family that that have been sorely inconvenienced because of this dirty clothes issue. The techs have worked very hard to assist me and my family. The supervisor in the ********************* has been more than kind. I had no reason to be anything but grateful for the effort they all put into trying to repair my washer.

I feel that perhaps this washer issue could have been resolved before now had it not been due to the unjust and constant interference from this one technician, *****. And, even though I did not hear her cancel all of my appointments, she did call and tell me she was going to cancel one of them. She also has told me more than once that she was going to make sure I had to pay for the repairs or my washer would not get fixed because she was a senior tech, and whatever she says goes. And because of the positive interactions we had with all the other techs who came out, it is not logical that one of them would have put together a lie such as this one to tell, unless they were threatened with termination or something as terrible. Either way, it is wrong for any employee to take out a personal vendetta against a customer because they reported their bad behavior. We need to understand that what wrong we do to the next person comes back to us sooner or later.

I have tried to be more than patient and understanding about this washer issue. I saw the guys struggling with my washing machine in not so pleasant temperatures in my hot garage. I saw them try to move it out so they could better access the parts they need to repair. the disappointment and frustration on their faces when they could not finish the job, so I definitely can understand how they may feel about not being able to fix it. But what I cannot understand is the constant, unnecessary cancellations and now this lie, which by the way I believe constitutes slander or libel. I have waited and waited; all I wanted was for ***** to honor the warranty that we paid for and continue to pay on a yearly basis. I did not want to cause confusion or get anyone in trouble, but I sincerely believe that every person who has a job should respect the company that provides their livelihood and represent that company in the best way possible. I'm wondering how many more elderly people have experienced the type of treatment that I and my family has?

I may have some of my dates confused, as I am 70 years of age. But I definitely do not have the facts of this situation confused and I will appreciate all and any assistance you are willing to give to get this matter resolved. Thank you.

Sincerely,

********* Johnson
Business Response
Date: 12/05/2024
December 5, 2024

Customer Relations
******* **********************
**************************************************************
***********************

Re: ********* *******
       File Number 22307110

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** rebuttal.

Our records indicate that Ms. ******* has a ***** Protect Home Warranty (SPHW) covering her washer. Upon receiving her rebuttal, we reached out to the local service unit for assistance. We were informed that leadership is working on a resolve for this complaint, and ********** will be contacted with a resolution.

We appreciate the opportunity to address this issue.

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 01/06/2025
Complaint: 22307110

I am rejecting this response because: I have read the email that was sent to you from A & E ******** and, unfortunately, the information that was sent by them to you is totally opposite from what was conveyed to me by *****. From the onset of this dispute, they have been trying to find ways NOT to honor their warranty. I have patiently and calmly waited since July of 2024 for them to do what was right; They have caused an undo and unjust hardship on my entire family by their persistent cancellations of the service appointments and lies about what is going on about my washer. Also, now they have resorted to accusing me and my daughter of behaviors they say would void my warranty. However, I also have proof that these new accusations are unwarranted and absolute falsehoods. Because of A & E's continuous, numerous and deliberate attempts to extort money from me that I do not owe, I have to reject their so-called resolution of this matter. They need to do what is right and remember that we each reap what we sow in this world; if we sow good we reap good. But if we deliberately sow discord and abuse, we will get it back, worse than what we did to others. Before their last visit to my home, I had partial use of the bottom washer; but because the tech said that the line inside of the washer was either twisted or damaged, I now have no use of either washer. And Sears resolution was to deny my right to have my washer repaired and to void my warranty. I will not withdraw my complaint; I need either a replacement washer or my washing machine repaired correctly. Thank you for understanding my concern about the treatment I and my family has received from Sears.

Sincerely,

********* Johnson
Business Response
Date: 01/14/2025

January 14, 2025

Customer Relations
******* **********************
************************************************************
***********************

Re: ********* *******
       File Number 22307110

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** rebuttal.

We have closed this complaint and Ms. ******** warranty plan was cancelled for breach of contract on their part with verbal abuse to our technicians. It was determined by the ***** Protect Home Warranty team that Ms. ******* was in breach of her contract and the remaining of her warranty term was canceled on December 23, 2024. Her contract is very clear that she is required to provide our service personnel with a safe and non-threatening work environment.

While she alleges this is some personal vendetta from just one of our technicians, there is no reason for our technician to make up something like this, not to mention if they made a habit of it, it would bring their credibility into question. This tech has no pattern of behavior suggesting that she has been vindictive. We dont make a decision like this lightly because we want to keep business when we can. But we also have an obligation to any repair providers to ensure they have a safe work environment. Ms. ******* evidently crossed a line that could not be uncrossed.

She was contacted on December 23, 2024, and informed that our findings were that she was in breach of her contract per the terms and conditions I have pasted below and her ***** Protect Home Warranty was canceled. She did not agree to these findings but our decision was unchanged. Here is the excerpt of the pertinent portion from her contract:

F. GENERAL LIMITATIONS AND EXCLUSIONS:

No services will be performed if the Covered Item is not easily accessible or if the Service Contractor encounters unsafe working conditions, infestation, mold, animals, or any circumstance which may cause harm or injury to the Service Contractor or their property or equipment. In the event You or other individuals on Your property harm, abuse, or threaten to cause harm or abuse to the Service Contractor or their equipment or property, the Administrators, or Us, You will be in breach of this Contract. If you breach the Contract, We may refuse to provide service to You and the Contract may be cancelled. The Service Deductible and any other Plan Fees are still owed in these circumstances. You are responsible to pay any service charge or additional charge assessed by our Service Contractor resulting from your failure to provide access and/or for our Service Contractors failure to provide services due to the reasons set forth in Section F(1).

We appreciate the opportunity to address this issue.

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Initial Complaint
Date:09/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a warranty plan through this company for appliances. My dishwasher is not working. I ********** came out over a month ago to check it. He said the Pump needed to be replaced, so he ordered the part. I received the part and another ********** came out to replace it. However, the first ********** had ordered the wrong part.The second ********** then reordered the part. However, I never received verification or a tracking number like I'd received previously. I've called customer about this twice and they have no regards for the inconvenience this is causing my family. Theyre just telling me the part is on order and we don't know when it'll be available. We I proceeded to ask further questions, I was told theres nothing more I can assist you with. This is horrible customer service and total disregard to the customer. I would hope that someone in leadership at this company will do the right thing. Please replace the dishwasher and don't inconvenience my family any longer. I've been trying to get this resolved for over a month and I've not reached a resolution with this company. Service Order Number: ********, Service Unit Number: *******
Business Response
Date: 10/07/2024
Upon investigation we found that we are merely the provider of service and not the obligor under Mr. Robinson's warranty. As such, We are only able to offer repair. Mr. Robinson must request replacement through the obligor.
Initial Complaint
Date:09/17/2024
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 June ******* A&E were sent to my home through American Home Shield for service to my refrigerator. The technician came and said there were parts that had to be ordered to complete the repair. The parts were delivered, and a technician returned to install. The next day I contacted them to let them know it still wasn't working. They sent another technician who stated the compressor required more refrigerant and so he added it. The fridge still wasn't cooling properly so I called them again. The technician came and said he needed to order 5 parts that would be delivered to me directly. To date I have only received 3 parts and have not been able to get a valid answer as to when the parts should come. I've been 3 months without a fully working fridge and they are still giving me the runaround. Please help because this is absolutely ridiculous and I can't continue to throw out food waiting for a response.
Business Response
Date: 10/21/2024
October 20, 2024

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ***** ********

Dear BBB Customer Relations:

After researching the service history, we found Ms. ******** has a third party warranty with ********************. Our records show repair was completed October 1, 2024. If Ms. ******** still requires assistance, a new call will need to be opened, 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 Ms. ******** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist

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A & E Factory Services is BBB Accredited.