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: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.

  On 7/1/2022 a repairman from A & E Factory Services came to my home to repair my dishwasher. He was sent by our home warranty company, American Home Shield. He did a lengthy repair and replaced a fairly large part. I was only charged the service fee by AHS, per my contract. Several weeks later I noticed that the issue we had had (standing water) was happening again. I called AHS to report it. They said that because it was over 30 days, they could not send a formal request to A & E without charging me another $75. service fee, but that since A & E's repair had a one-year warranty, I should call them myself to have them come back. I did that. They refused to come back without an order from AHS. This started a back-and-forth exchange between myself and the 2 companies, both of whom were refusing to help me. This is absolutely UNACCEPTABLE. I have a one-year warranty. It had been about 5 weeks when I called. I tried speaking with a supervisor, but got the same canned response. I likewise got nowhere with AHS, whose home warranty contract I then cancelled. I am in the middle of these two companies hiding behind technicalities and I am the consumer victim. Please assist me in holding A & E Factory Services responsible for their warranty. Thank you.

  Business Response

  Date: 10/26/2022

  
  October 26, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: ***************************
        File Number 18143781
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of Ms. ********* complaint regarding the repairs she requires for her dishwasher.
  
  We would like to clarify that we are not the obligor of Ms. ********* warranty on her dishwasher.  We are just the repair provider that America Home Shield (AHS) 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 American Home Shield (AHS).
  
  Upon receiving Ms. ********* complaint, we contacted the local service unit for assistance. Our records confirms the repairs were completed on July 1, 2022.  The technician notated the motor assembly was installed due to poor drain and leaking from the shaft, the dishwasher tested okay after repair.  Our records also indicate that ******************** called back on August 26, 2022, where she was referred back to her warranty obligor, American Home Shield and the diagnostic report was also sent to American Home Shield.   ******************** will need to create a new service with her warranty obligor AHS, if further service is needed on the dishwasher. Accordingly, we have closed our file.  .
  
  We apologize for any problems or frustrations that ******************** may have experienced with A&E Factory Service.  We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 10/30/2022

   
  Complaint: 18143781
  
  I am rejecting this response because:

  Your facts are incorrect.  I did not wait until August 26 to notify the companies that my dishwasher was still broken. That's the day I filed the BBB Complaint.

  I called American Home Shield and you just a couple of days over the 30 day AHS limit. 

  This timeline is INSIGNIFICANT because your company has a responsibility to repair the dishwasher.  Your repair did not work.  It failed within a couple of weeks. It is not the responsibility of AHS to place AND PAY for another of your repairman to come out.  Your work has a 3 month warranty (WHAT I WAS TOLD) and you are not honoring it. 

  I am NOT paying for you to come back.  AHS should NOT be paying for you to come back.  YOU DID NOT FIX THE DISHWASHER. I AM CAUGHT IN THE MIDDLE OF THESE TWO COMPANIES REFUSING TO TAKE REPSONSIBILITY.  BBB PLEASE mediate their pointing fingers at each other and resolve this as YOU DEEM FIT.  

  How is this MY fault?  MY responsibility? Someone please explain to me?  

  THIS IS VERY UNACCEPTABLE RED TAPE.   BOTH COMPANIES POINTING FINGER AT EACH OTHER.  I AM INNOCENT PARTY.

  Sincerely,
  

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

• Initial Complaint

  Date:09/28/2022

  Type:Order 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 have waited for 3 weeks for someone to come fix our dryer, my husband took the day off of work. Only to be told that they can not send someone out cause they ordered ************* know that they had came in to our address. God forbid you speak to someone in the U.S., no I got **** in *****. This place is WORTHLESS!

  Business Response

  Date: 11/01/2022

  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 12, 2022, for the dryer. All ordered parts were replaced and the unit was working to the manufacturers specifications. If **************** is dissatisfied with the service technicians findings, she may contact Assurant to open a new call as we have performed repairs to the dryer as an authorized service provider for her warrantor, Service Guarantee. 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. In the interim, since repair has been completed to the appliance, we have closed our file.
  
  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

• 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.

  Our dishwasher leaked and damaged our kitchen. We had several contract vendors working on the restoration. We called this company to see if they could repair and re-install our dishwasher after the restoration work was completed. They said they could, and scheduled a technician to come out. When the technician arrived, they needed to order a part to complete the repair. We scheduled a new appointment, and confirmed that during that second appointment, the dishwasher would be repaired and re-installed. During the second appointment, which happened on 9/27, the technician contacted his manager while onsite to get the work approved. The manager denied approval for the re-installation, claiming the quote we received was only for the repair, when we had confirmation from two separate people that re-installation of the appliance was included. Since no service was actually provided, I asked for a refund of the total charges we had paid thus far, less the cost of the part since we would be keeping that and doing the repair and re-installation with a different vendor. When asking for this refund, I was denied and the manager I spoke with hung up on me. We paid this company a total of $119.39. This included a $99 diagnostic fee, and a $20.39 part. I would like this company to refund me a total of $99.

  Business Response

  Date: 10/25/2022

  October 25,2022
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # ******** *************************
  
  
  
  COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
  
  
  Dear BBB Customer Relations;
  
  We have completed the investigation of Ms. ********* complaint regarding the diagnostic charges incurred on her dishwasher.
  
  First, we would like to apologize to ******************** for failing her expectations. We do not take these lightly and we sincerely apologize for any inconvenience. However, we do repairs on appliances, no installation.
  
   We have contacted the service unit, and we have been advised that, ******************** was provided a refund for the charges. The refund was processed on October 4, 2022, for $99.00 back to her **** card ending on ****. 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 Ms. ************** may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.Please feel free to contact me at*********************************************** if you have any further questions. 
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  
  
  
  

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ******* freezer from Lowes in January of this year. The door on the freezer is defective and will not seal when closed.The ******* Service provider, A&E Factory Service (case ***************) has been unable to obtain a replacement door, or provide a date when the replacement will be available. I've contacted them 4 times and each time I have been assured that the case has been escalated and I would be contacted within 3 days. I have not been contacted to this day by anyone.The freezer is currently not in use, because of the massive frost buildup that occurs as a result of the door not sealing.I would be less upset if they would tell me when the door would be available.If they are unable to get the door, then they should just say so and offer to replace the entire freezer, or give me a full refund.

  Business Response

  Date: 10/25/2022

  October 25, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re: *********************
         File Number 18136108
  
  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 problems he encountered with the refrigerator.
  
  We would like to clarify that we did not sell ****************** his refrigerator and we are not the manufacturer or the obligor of his manufacturers warranty on his refrigerator.We are just the repair provider that Winia Electronics (Lowes) contracted to provide repairs to ****************** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Winia Electronics (Lowes).
  
  With that said, upon receiving ****************** complaint, we contacted the unit for assistance.  We were informed that the freezer door is not available locally and the door may require up to 12 weeks to be manufactured and shipped.  
  
  We apologize for any problems or frustrations that *************** may have experienced with A&E Factory Service. We appreciate the opportunity to assist with this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18136108
  
  I am rejecting this response because:

  it has been well over 12 weeks. Is this an additional 12 weeks?

  It is unfortunate that after contacting A&E via the online chat and being assured 7 times that someone would contact me regarding the back order I have not been contacted once. 
  
  Please clarify if the replacement door for my freezer will take an additional 12 weeks. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ** series washer from LOWES, and about a week after owning it I noticed a small tear/rip in the door seal causing it to leak during the wash and spin cycle. I notified LOWES/** and they suggested A&E Factory. I was scheduled for repair service and given a time frame of 8 AM to 5 PM. The initial visit went as planned. The repaired man showed up and informed me that a new seal was needed. He proceeded to order it and said they (A&E) would let me know when they would be back out to install the new part. Well, FOUR NO SHOWS later, all the customer service ************ employee ID # ******* could tell me was that he was sorry and that there were no notes in the system why the tech either never showed up OR why the appointment was rescheduled 10 minutes before they were suppose to arrive, the were slated to arrive between 4:16 and 5:30 PM. It you have a choice of repair companies and this is one of them, DO NOT USE THEM. (If I could give a rating of less than zero I would)

  Business Response

  Date: 10/25/2022

  
  October 25, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  
  Re: ***************************
        File Number 18134014
  
  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 required for his ** branded laundry center.
  
  We would like to clarify that we did not sell **************** his laundry center and we are not the manufacturer or the obligor of his manufacturers warranty on his laundry center. We are just the repair provider that Lowes contracted to provide repairs to Mr. ****** laundry center so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Lowes.
  
  Upon receiving Mr. ****** complaint we contact the local service unit for assistance.  Our record indicate that the repair was completed on September 30, 2022.  The technician notated that the door boot was installed, washer tested and no leaks at this time.  Since we have confirmed the laundry center is working properly, we have closed our file.      
  
  We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Services.  We do appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:09/26/2022

  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 paid $99.00 for a service call scheduled through A&E Factory Services 9/20/22. I was not given a copy of the estimate and was told it would be emailed to me. Despite four phone calls and promises that it would be sent, I am still waiting. I have a broken washing machine and I need the estimate in order to see if my warranty will pay for it and A&E refuses to send it. I paid for the service call the day services were rendered and I should have been given the estimate immediately. I know they immediately cashed my check. I am requesting a refund of $99.00 or a copy of the estimate.

  Business Response

  Date: 10/27/2022

  October 27,2022
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # ********- ***********************
  
  Dear BBB Customer Relations;
  
  ******** Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
  
  
  We have completed the investigation of Ms. ******* complaint regarding her dissatisfaction with the technician not providing copy of the receipt for cost for repairs on her washing machine.
  
  First, we would like to apologize to **************** for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience she may have experienced as a result of this issue. 
  
  We had contacted our service unit, and requested that copy of the invoice to be emailed to **************** *********** unit replied back that the receipt was emailed to her on October 27, 2022.
  If she have any questions, she is welcome to contact me via email 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
  
  
  
  

• Initial Complaint

  Date:09/26/2022

  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.

  In June 2022, I contacted AHS as my washing machine was not working properly. My account was charged and a technician from the assigned contractor A&E factory service was sent out. We were the last call of the day and he stated he had to order parts to complete the repair. I received a text stating that once the parts were received they would call to schedule the repair. I took off work to be present for the appointment; however, at 10:15 a.m. that day I received a text from A& E stating my service had been rescheduled. I contacted A&E directly and was told that they had no technician scheduled to complete the repair because they needed to order parts. I explained that the part was at my home, but then was told that they needed additional parts to complete the repair. No answers were provided as to why all the needed parts were not ordered at the time of the initial order. 9/13/22 between 8-5 was assigned for my new repair window as the parts had been delivered earlier that week. I took off work again and called A&E to confirm someone would be there that morning; however, hours after confirming this I received another text stating no one was coming. I received another text stating someone would be out 9/23/22 between 8-5 and again called to confirm someone was indeed coming since I had to take off work for the third time, yet no one came. A& E has not tried to resolve the issue. I get a constant runaround and lies that someone will call back and they never do. They refuse to provide a date when they will complete repairs or an acceptable window of time other than 8-5 and they make appointments and then don't show up and offer no explanation. The call center service is deplorable and unacceptable. I have not had my washer now for over 3 months and no satisfactory guarantee when the repairs will be completed. I will never recommend A&E to anyone and I will purchase new appliances before I ever allow them to do a repair.

  Business Response

  Date: 10/25/2022

  October 25, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  *****************************
         File Number 18130177
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of Ms. ********* complaint regarding the repairs she requires for her ******* branded washer.
  
  We would like to clarify that we are not the obligor of her warranty on her washer. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Ms. ********* washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage,including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is American Home Shield (AHS).
  
  Upon receiving Ms. ********* complaint, we contacted the local service unit for assistance.  Our records indicate that the technician completed the repairs to the washer on October 12, 2022.   The technician documented the drain pump was replaced due to slow drain and all checks okay.  Since we have confirmed the technician has repaired the washer, we have closed our file.
  
  We apologize for any problems or frustrations that ******************** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:09/25/2022

  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.

  When my Kenmore Pro refrigerator failed 3 and a half years after purchasing it from my local ***** store I called for service. ************* (AKA *****) came to my home on August 26, 2022. The cost to check the refrigerator was $ 125. The tech quoted over $ ***** for the repair.The problem was the service tech (**************) included a price for a new linear compressor for $ 562. I pointed out to the tech that the refrigerator purchase price included a 10 year warranty on the compressor. The tech said the linear compressor won't be covered under the 10 year warranty because a leak in the sealed system may have caused the problem.When I purchased the refrigerator there was no exclusions apply notice. The refrigerator had the failure, not caused by a flood or house fire or something like that, It was caused by a refrigerator failure. This just appears to be a way to replace the linear compressor that is known across the country to have know faults leading to failures. I was willing to pay the the remaining cost in the estimate for the repair but the tech wanted to bill the total over $ *****. The ************* phone number does not have a way to contact a service manager to resolve this issue. Service ticket number ********.

  Business Response

  Date: 10/24/2022

  October 24, 2022
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  
  Re: ************************;
        File Number 18125853
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed the investigation of Mr. ***** complaint regarding the problems he encountered with the refrigerator.    
  
  Upon receiving his complaint, we contacted the local service unit for assistance.  We are currently waiting the technicians response who was assigned to the service order. 
  
  We apologize for any problems or frustrations that ************ may have experienced with the service provider, we appreciate the opportunity to address the matter.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18125853
  
  I am rejecting this response because: *********** responded by writing (We have completed the investigation of Mr. ***** complaint regarding the problems he encountered with the refrigerator.    
  
  Upon receiving his complaint, we contacted the local service unit for assistance.  We are currently waiting the technicians response who was assigned to the service order.)

  This statement did not indicate what they were going to do about the compressor covered by the 10 year warranty that the service tech refused to include under the warranty. It is a known fact that this model linear compressor has a very high failure rate that is known across the country. This refrigerator was about 3 and 1/2 years old (purchased on 12/29/2018)  when it failed.

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

  Business Response

  Date: 11/01/2022

  November 1, 2022
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re:  ******* Hill 
         File Number 18125853
  
  Dear BBB Customer Relations:
  
  
  We have completed the investigation of Mr. ***** rebuttal to a response we previously sent.  
  Upon receiving his complaint, we contacted the local service unit for assistance.  We were waiting the response from the technician who was assigned to the service order.   As of October 31, 2021, we received the response that the compressor and the evap are covered for the first 5 years from the date of purchase which was December 29, 2018.  Those parts would be covered but the consumer would have to pay for the labor per the warranty. Please see the copy of the warranty below.
  

  KENMORE PRO LIMITED WARRANTY / REFRIGERATOR -MODEL - *********** -EXTENDED PART WARRANTY
  
  WITH PROOF OF SALE, the following warranty coverage applies when this appliance is correctly installed, operated and maintained according to all supplied instructions.
  FOR ONE YEAR from the date of sale this appliance is warranted against defects in material or workmanship. A defective appliance will receive free repair or replacement at option of seller. This warranty coverage applies for only 90 days from the sale date in *****************, and is void in ******, if the appliance is ever used for other than private household purposes.
  FOR FIVE YEARS from the date of sale, the sealed refrigerant system of this appliance is warranted against defects in material or workmanship. If a system part is defective within the first year, a new part will be supplied and installed at no charge. If a system part is defective after the first year, a new part will be supplied but not installed at no charge. You are responsible for the labor cost of part installation after the first year from the date of sale. This warranty coverage applies for only one year from the sale date in *****************, and is void in ******, if the appliance is ever used for other than private household purposes.
  FOR TEN YEARS from the date of sale, the linear compressor of this appliance is warranted against defects in material or workmanship. If the compressor is defective within the first year, a new one will be supplied and installed at no charge. If the compressor is defective after the first year, a new one will be supplied but not installed at no charge. You are responsible for the labor cost of part installation after the first year from the date of sale. This warranty coverage applies for only two years from the sale date in *****************,and is void in ******, if the appliance is ever used for other than private household purposes. For warranty coverage details to obtain free repair or replacement, visit the web page: www.kenmore.com /warranty.
  
  With that said, should ************ want to proceed with the repairs and pay the labor, he will need schedule the appointment for the tech to return to service the refrigerator.  Accordingly, we have closed our file.
  We appreciate the opportunity to address the matter.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:09/24/2022

  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.

  The technician was supposed to come to my property and perform a diagnostic exam on my oven/range. Per the discussion with the technician he was supposed to have a conversation with my third-party home warranty to discuss what was specifically wrong with my oven/range. after he discovered what was wrong he declined to speak with my home warranty and left the property, I then proceeded to call *****, Who told me that he was busy on another service call and that is why he could not talk to my home warranty and that I needed to check back the next day and see if he was finished with the report. when I checked back the next day they told me that I needed to call customer service because they could not help me. I called customer service and then I was forwarded to several different phone numbers and hung up multiple times and then no one could help me and my home warranty tried contacting ***** as well and they were hung up on as well. I just want to refund for the non-service that was provided because I was charged $115 for a diagnostic exam that was not complete when it was quoted at $109.

  Business Response

  Date: 10/20/2022

  October 20, 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 completed the investigation of ************** complaint regarding the diagnosis she received from our technician and her allegation that he did not performed such on her range.
  
  When a customer calls us to schedule an in home repair, we inform them that we will provide them with an estimate to repair their appliance. If they accept our estimate that is the only amount they would owe, but if they decline our estimate, then they would owe us our diagnostic/trip fee of $109.00 + $6.95 fuel surcharge. Providing the estimate is in itself a service. Our technician has to use time and fuel to travel to the home and then determine what is needed to repair the appliance.Some repairs are easier to diagnose than others. In ************** case, she was instructed that parts were needed, and were listed in the estimate that she signed.  It is a relatively easy diagnosis to make but a fairly time consuming and physically difficult repair.If we gave an estimate though with labor costing around $900.00, that price would have included the diagnostic fee so that would not have been on top of that. Regardless though, ************** declined our estimate which is certainly her prerogative but since we did provide her with the estimate that we said we would provide, we do not see that he is entitled to a refund of those charges.If our estimate was incorrect and it was not the control board, and all the parts listed, that needed to be replaced then we would consider a refund, but not just because she declined to accept our services.  With that said, since we only collected the amount we informed ************** we would collect if she declined the estimate we provided, 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: 10/20/2022

   
  Complaint: 18124843
  
  I am rejecting this response because: I specifically had called ***** prior to the appointment asking if the technician would be able to speak with my home warranty company to provide the specific details on what was wrong with my oven so that I can move forward in purchasing a new oven and was told that would be possible. The technician when arriving to my house was completely unprofessional, he was texting and calling me all day prior to the appointment, he refused to get on the three way call with my home warranty company and would not answer the questions needed and provided by my home warranty. The service that was provided was insufficient and unprofessional. The job was incomplete.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/25/2022

  October 25, 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 completed the investigation of ************** complaint regarding the diagnosis she received from our technician and her allegation that he did not performed such on her range.
  
  We received ************** rebuttal and we do not find that she has brought any new information to his complaint. While we understand that ************* is dissatisfied the way the issue was handle, but we gave an estimate though with labor costing around $900.00, she signed the estimate declined and agreed to pay the trip charges. ************** declined our estimate which is certainly her prerogative but since we did provide her with the estimate that we said we would provide, we do not see that he is entitled to a refund of those charges. If our estimate was incorrect and it was not the control board, and all the parts listed, that needed to be replaced then we would consider a refund, but not just because she declined to accept our services.  With that said, since we only collected the amount we informed ************** we would collect if she declined the estimate we provided, 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
  

• Initial Complaint

  Date:09/23/2022

  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 working with A&E Factory services to repair my washing machine since April. There have been multiple issues including:- First appt never showed up but order part without inspecting machine - Second appt did not show up because needed two technicians and only one assigned - Third appt showed up, but with out a second helper. Waited for second helper. I requested that the inspect the unit to confirm the problem before replacing parts, but they were not willing to do anything other than replace the parts. - Fourth appt, diagnosed the problem and ordered parts. Parts were back ordered for months.- Fifth appt cancelled, based on parts even though I had confirmed they had been received - Sixth appt cancelled despite a second 18 min phone call confirming all parts, by invoice number - Seventh appt occurred today. Technician said that the issue would not be solved with the parts that were ordered. Additional parts needed to be ordered and the issue fix was more significant than previously shared. This has now been on-going for over five and half months. The appliance store (Grand Appliance) the warranty company (Centricity) have been little to no assistance. In my last call Centricity even said, they were surprised A&E was contracted to do this work. I paid good money for this warranty and feel as though I have been consistently misled. I have taken multiple afternoons off work to meet technicians, spent countless hours on the phone and there is no end in sight. Please help me to get this machine repaired or replaced as that is the point of having a warranty. Given supply chain issues and the length of time this is taking, a replacement may be faster so that it my ask.

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: ***************************
        File Number 18120823
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of Ms. ******* complaint regarding the problems she encountered with her Electrolux laundry center.    
  
  We would like to clarify that we are not the obligor of her manufacturers warranty on her laundry center. We are just the repair provider that ********************** (Centricity)contracted to provide repairs to Ms. ******* laundry center 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 ********************** (Centricity).
  
  We did initially accept the contract from our client ********************** to repair Ms. ******* laundry center.  We contacted the local service unit for assistance and our records indicate that the service order was closed complete on September 23, 2022.  The technician dispatched to the home notated the order was being recreated for additional parts, the order was missing the *** board and tray cover.  Since there has been no additional service order created, 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
  *******************************************