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: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.
On August 22 A & E was sent by American Home Shield to repair a washer door that would not stay closed . The tech was there about 15 minutes said he needed to order parts. It is now September 23rd when you try to call you get a recording saying parts our ordered. I call American Home Shield to try and get specific updates, can't get any. AHS said they need to complete something since it has been so delayed so I can get a voucher/card to replace my washer. They haven't done that either. Both companies put you off. I have called and called and called. I still don't have my washer door repaired and don't know when or if I will. The companies both promise call backs with updates and emails. It never happens.
Business Response
Date: 10/13/2022

October 13,2022

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

Re: # ******** *************************
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. ***************** regarding her dissatisfaction with her washer repairs.
We would like to clarify that A&E Factory Service is just the repair provider that was contracted by American Home Shield, the company that is the obligor of the home warranty on ******************** washer. Any decisions about the terms and conditions of her warranty coverage, including requests for replacements,dissatisfaction with the availability of parts from that manufacturer, or the refund or waiving of any charges for the repair being provided, or the fees paid for the warranty, would need to be directed to the obligor of her warranty.
Our records indicate that there was service completed by A&E, on August 22, 2022, and parts were ordered. After our service American Home Shield that is obligator of the manufacturers warranty was contacted by A&E to recommend a replacement since the parts are no longer available. With that said, since we have explained that we are only the repair provider and not the warranty obligator or administrator, we have closed our file.
We apologize for any problems or frustrations that Ms. *************************** 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 ************************************** Corporation
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 need my refrigerator repaired. It has been out since Labor Day weekend due to a storm. The top refrigerator is not cooling, however the freezer is working. On Thursday, September 22, 2022. I waited all day for a repair person to come, and no one called or showed up. Their records indicated that they came and no one was here, but I was at home all day. They should make an effort to call when they were on the way or when they get here. We can be reached by cell phone on ************ or ************.
Business Response
Date: 10/19/2022
BBB Customer Relations
**********************
330 ****************., Ste. #****
*******, ** 60611

Re: *********************** -# ********

Dear BBB Customer Relations,

We have completed the investigation of Ms. ******* complaint regarding her dissatisfaction that our service technician was a no show for service on September 22, 2022.

It is unfortunate that we failed Ms. ******* service expectations and we value Ms. ******* patronage, and can understand how this has caused her to lose faith in ****** We regret that this incident occurred, but we can assure **************** that her concerns have been forwarded to management for review so future problems of this nature can be averted. We can only reiterate that we do not condone this behaviour and that we truly regret any inconvenience. We respectfully ask that this matter be closed, since we are currently waiting to complete the repair since parts have arrived for Ms. ******* refrigerator and noted her candid feedback.

Again, we apologize to **************** for this issue 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:09/22/2022
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 bought a washer from Lowes with the extended warranty. I called in an issue and was told A@E was the servicing warranty provider. I called in the beginning June 2022, was not given a service call until July. it was at least 4 weeks after my initial service request. then the guy came and diagnosed the washer. The parts were delivered to my home in a timely manner HOWEVER it took a@e another 2 months to send the repair man back.now, this is September when he came and after he left I used the washer. The washer was making a loud, very bad sound which I took video of. I called the service man ***, and he said sorry, I cant come back you need to call and make another appt.I called a@E and said that my case shouldn't been closed because my washer after waiting 3 months was not fixed, in fact it now had a new issue after the service man and his trainee touched it. I received no help from Lowes but to schedule another service call that is NOW in NOVEMBER 2022. so this is unethical, and ridiculous that i bought a washer with a warranty and November makes 5 months to attempt to fix the washer I bought. If the service guy would have tested the washer after he aka fixed it he would've been aware of the issue but clearly he didn't do his job. I asked a@E how can they close a case and try and make me wait more months to comeback when the washer wasn't fixed. nobody at Lowes nor a@E was helpful. This company takes the warranty money but doesn't actually fix your product.
Business Response
Date: 10/30/2022
October 30, 2022

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

Re: # ******** ***********************

Dear BBB Customer Relations:
We have not completed the investigation of ************** complaint regarding the repairs on her washing machine.

It seems that ************** was dissatisfied with our appointment availability and scheduling system. We would like to note that while we attempt to provide appointments that are convenient for our customers and expedite the time frame when we can, it is not always possible. That being said, we found that the service for ************** washer in this instance was provided on our part through the obligor of her warranty, Lowes. As ************** stated, parts were ordered previously and a technician is scheduled to return and install them on Wednesday November 2, 2022. Since we were able to confirm that ************** has a pending service appointment to finalize the repairs on her washing machine, we respectfully asked that this file be closed. Should ************** have any additional questions or concerns, she is welcome to contact me via email at ****************************

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

*********************
REGULATORY SPECIALIST, Regulatory Complaints
F: ************
Transform SR *********************************

Customer Answer
Date: 10/31/2022

Complaint: 18061928

I am rejecting this response because: this will be the second appointment they canceled and I still have no idea when they are going to actually fix my washer , its been months and I cant get any direct contact info on this company and Im angry and shouldnt take a better part of a year to get something fixed that you bought and paid for

Sincerely,

***********************
Initial Complaint
Date:09/22/2022
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 couple of appliances through ******. We bought a dishwasher back in December 2021. By July 2022, the dishwasher would not power on. I contacted the manufacturer and they sent a technician from A&E Services to our home to repair the unit. A&E determined that they needed to replace a control board in the unit. The parts were ordered. She was able to get the unit fixed where it was working when she left but she said that it would probably go out again. They were supposed to return to repair the unit once the parts arrived. The parts arrived in August and the dishwasher was still working. The technician never showed back up to fix the unit. I have attempted to contact them multiple times but I have been unable to speak with anyone at A&E. Instead they send you through an automated system and they do not have an option that correlates to my situation. We also bought a gas range through ****** in November 2019. The oven went out in September 2022. I contacted ****** to schedule service and again A&E was the company scheduled to perform the service. They showed up and ordered parts. The parts arrived a couple weeks later. They were supposed to come finish the repair. So far they've cancelled on me three times. I didn't know what else to do to get a resolution to both issues. I have tried to contact A&E direct with no success. I have reached out to the manufacturer of the dishwasher and explained the issues I am having. And I have reached out to ****** to do the same. I am now contact BBB in hopes that someone can get in touch with A&E and get them to finish the repair on both units.
Business Response
Date: 10/24/2022
Please see the attached response.
Customer Answer
Date: 11/10/2022

Complaint: 18061750

I am rejecting this response because:

Sincerely,
I contacted the BBB with a complaint on 9/22. The business finally showed up a month later (10/24) to repair the oven and then responded to my complaint on 10/26 claiming that the issue was now resolved. However, they attempted to repair the oven once before unsuccessfully. I do not consider this complaint resolved until I know that the unit is functioning properly. I expected that I would be allowed the same time frame to respond to their message as they were granted. Instead, I got this message today (7 days later) stating the complaint was closed. Doesnt really make sense to me.

Thanks,
*********************
C: ************
***************

*********************
Business Response
Date: 11/27/2022
We consider this matter closed.
Initial Complaint
Date:09/20/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Alternate Phone: ************** Email: ******************** **************** 09/19/2022 Service Order No: *************** Reason: Scheduling Description: We waited 2 weeks for the tech to show up today. Confirmation texts were confirmed prior to the appointment. The email stated the tech would be here between 1-5. They did not show.I tried to reach someone with the automated system and it rescheduled this for October. I have emailed and called your listed numbers for assistance and cannot get resolution. I need a call back ASAP please. ************ or ************.If you can not send someone this week please refund the monthly charge for your service and cancel our account. Thank you,******
Business Response
Date: 10/18/2022
BBB Customer Relations
**********************
330 ******************., Ste. #****
*******, ** 60611

Re: #******** *******************

Dear BBB Customer Relations:

We have completed the investigation of ************** complaint regarding her dissatisfaction with the service she received from A&E Factory Service for her covered appliance under her **************************** warranty.

As clarification, the item in question was never purchased at ***** and the contract to service it is not held by ***** or A&E Factory Service. A&E Factory Service are one of several service companies contracted by American Home Shield to provide warranty service and any questions regarding the terms of the service contract and the application of the contract, would have to be directed to American Home Shield.

With that said, our records show that when our service technician arrived for service on March 30, 2015 he was told to leave the house if he was not going to deem the ******* washer unrepairable. He was also told that he was lucky that he was not locked up in the house. Our technician immediately left the home and the service order was closed.

We would also like to point out that our contract with American Home Shield requires us to follow American Home ******* guidelines for repair which do not allow us to arbitrarily deem an item as unrepairable. With that being said, we strongly suggest that ************** contact her warranty provider, American Home Shield for further assistance with service.

We apologize to ************** for this issue 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:09/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a ********** refrigerator that broke service man came out and told us that he needed to reschedule we paid for the service and it still wasnt fixed and then they told us they would come back out and they rescheduled again to this Friday this is unacceptable someone needs to come out today!!!
Business Response
Date: 09/29/2022

September 29,2022

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

Re: # ******** *************************

Unfortunately, due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic. Please be assured that we are doing the best we can with the available resources.

Dear BBB Customer Relations:

We have completed the investigation of Mr. ********** complaint regarding the problems he encountered with the repairs on her refrigerator.

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.
Upon receiving Mr. ********** complaint,we contacted the local service unit for assistance. Our records indicate that we were able to get sooner service for October 4, 2022, we have closed our files. Should ********************** have any additional questions or concerns, he is welcome to contact me via email at ***************************** .

We apologize for any problems or frustrations that ********************** 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: 10/13/2022

Complaint: 18044737

I am rejecting this response because:

Sincerely,

*************************I apologize for not responding as I have been ill. This has not been resolved and I am still unhappy.

sincere *************************
Initial Complaint
Date:09/17/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
May 9 /2022 Tech of Factory Service came to house to diagnose problem with refrigerator.This service provider was set up by ** electronics.Tech said would require part.Cost would be ****** for part and deposit for would be needed .Paid check on may 9th by check.After part came in Tech came out on June 23 to repair.At that time said he was wrong and needed new door and would cost close to 800.00.Told him not to proceed and was given receipt for the ****** less 99. for service call.Have since called at least 10 times Factory Service looking for refund.Customer service each time says will put in request for refund and then nothing happens.It is now three months and they either hang up or give the same promise.Billing department will not take calls.This a company that can not be trusted.They will take your money and never return it if they don't do the job.** has said they have stop doing business with them because of so many complaints.They average one star for reviews.The attorney general of the state should investigate and shot them down They have stolen my money and I have no way of getting it back as it is to little to go to court.I have the original check they cashed and the receipt by the Tech.Cannot seem to upload, but will be happy to fax.
Business Response
Date: 10/07/2022
October 7,2022

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

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

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations;

We have completed the investigation of Mr. ********** complaint regarding his dissatisfaction with the charges of the repairs of his refrigerator.

We would like to clarify that A&E Factory Service is just the repair provider that was contracted by *** the company that is the obligor of the home warranty on ********************** refrigerator. Any decisions about the terms and conditions of his warranty coverage, including requests for replacements, dissatisfaction with the availability of parts from that manufacturer, or the refund or waiving of any charges for the repair being provided, or the fees paid for the warranty, would need to be directed to the obligor of her warranty.

Our records indicate that there was service completed by A&E, on June 23, 2022. After our service ** that is obligator of the manufacturers warranty was contacted by A&E to let them know about the findings, ** says that it needs to order the door. ********************** declined further services. We issue a refund via check for $51.67, since the trip charges are not refundable. With that said, since we have explained that we are only the repair provider and not the warranty obligator or administrator, 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: 10/10/2022

Complaint: 17916136

I am rejecting this response because:

Sincerely,

*********************************,
The business response is the same that has been given for three months.
This was not on a warranty as it had expired.
LG just recommended A&E as a servicer.
The deposit that was given was ****** ( I have a copy of my cancelled check)
After the replacement of the door was rejected the tech gave a receipt for ****** less service charge of ***** for a amount due me of ******.( i have copy of receipt.
AS I have told A&E many times I never received a check for 51.67.
I have requested a copy of the cancelled check showing I received and how they got from ****** to 51..67 instead of ****** that their Tech said was do me.
They have never provided either.
If needed I can Fax my copy of my cancelled check and the Techs receipt.

Customer Answer
Date: 10/11/2022

Complaint: 17916136

I am rejecting this response because:

Sincerely,

*********************************
Customer Answer
Date: 10/26/2022

Complaint: 17916136

I am rejecting this response because:
*********************************

***********,
Though I did respond on October 10,2022 it did not get logged in and file might have been closed.
Here is the response that was given,
The business response is the same that has been given for the last three months.
This was not on a warranty as it had expired.
LG just recommended A&E as a servicer.
The deposit that was given was ******.
After the replacement of the door was rejected the Tech gave a receipt for ****** less service charge of 99 for
amount due me of ******.
As I have told A&E many times I have never received a check for 51.67.
I have requested a copy of the cancelled check showing I received and to explain how they got from ****** to 51.67.
instead of ****** that the Tech said was due me.
They have never provided either.
You have a copy of the receipt and my cancelled check which I faxed on Oct. 11.
Please reopen the case .
If there is anything else needed please let me know.
Thank You

Sincerely,

*********************************
Business Response
Date: 10/31/2022
October 31,2022

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

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

COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.

Dear BBB Customer Relations;

We have completed the investigation of Mr. ********** complaint regarding his dissatisfaction with the charges of the repairs of his refrigerator.

After receiving ********************** rebuttal, we have verified with our accounting department, and our records indicate that the check for $51.67 was cashed on July 28, 2022, (check cashed attached) this checks are made to *****************************, since the account is on her name. We have reviewed all the information and the difference of $169.00 has been processed via check on October 27, 2022. We would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ****************************** With that being said, since we did provide Mr. ********** with his requested resolution, we have closed our file.

We apologize for any problems or frustrations that ********************** may have experienced with *****. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.Please feel free to contact me at ***************************** if you have any further questions.

Sincerely,

*************************
Regulatory Complaints Specialist

Customer Answer
Date: 11/01/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
This is based on receipt of the check that was agreed to be sent.
As long as that happens the case is closed.
If a problem will contact BBB.,
Thank you

Sincerely,

*********************************
Initial Complaint
Date:09/16/2022
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.
**************** at this company is very poor. The service representatives are not truthful and are not accommodating to the needs of their customer. Although the parts needed to repair my washing machine was promptly received. I had to wait two weeks for a technician to return to install the parts. The technician arrived on the morning scheduled, replaced the parts needed and advised the machine was repaired. However, after using the machine we had the same problem as initially reported. I contacted the customer service department at 1:00 PM and again at 3:00 PM and was advised both times that the technician would return to my home on the same date. At 6:00 I called again and after a 26 minute wait for a service representative I was advised that my insurance provider needed to submit a recall and it would take additional days for the technician to return. That service representative disconnected my call. I called again and waited another 30 minutes for another service representative to secure an appointment and inquire why the service representatives spoken to early in the day did not advise that I needed to contact my insurance provider. The service representative (*******) promptly left my call on hold for about 10 minutes and then disconnected my call.
Business Response
Date: 10/07/2022

October 7,2022

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

Re: *******************
File Number 18038298

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 she encountered with the 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 **************** washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is American Home Shield (AHS).

Upon receiving **************** complaint, we contacted the local service unit for assistance. Our records indicate that the repairs to the washer was completed on September 20, 2022. Since we have confirmed with the local service unit that the washer has been repaired, 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:09/16/2022
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 warranty for our refrigerator through Assurant. Repair was needed on 6/7 a tech came but it did not solve the issue. On 8/22 a tech came but again did not solve the issue. Repair was then scheduled for 9/8 and no one showed up. After calling countless times and phone numbers - it was rescheduled for 9/16. On 9/16 we got a text the appointment was cancelled and rescheduled for 9/23. We have tried calling to talk to someone and you are unable to get anyone to help. All they can do is schedule and reschedule appointments. But no one is showing up for the appointments. Our frig has not been working for months and we cannot get repair done.
Business Response
Date: 10/07/2022
October 7, 2022

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

Re: *******************
File Number 18037977

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 GE branded refrigerator.

We would like to clarify that we are not the manufacturer or the obligor of her manufacturers warranty on her refrigerator. We are just the repair provider that Assurant contracted to provide repairs to Ms. ***** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is Assurant.

After reviewing Ms. ***** complaint we contacted the local service unit for assistance. Our records indicate that the repair order for the refrigerator was canceled on September 23, 2022, due to the appliance was currently working. ************ will need to contact her warranty obligor to reschedule if additional service is needed. 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
*******************************************
Initial Complaint
Date:09/15/2022
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.
No doubt this business is scam, early on from setting appts to multiple attemps of contacting them. They provide incorrect tel numbers to frustrate the consumer and to just give up. COMPLAINTANTS: do not give up this is what they want! If you have a contract with an extended warranty or home warranty, A&E will close out the ticket and say they have done the repair. This allows them to be paid without doing any work. Very underhanded and scrupulous company. On their website they provide the following tel numbers: ************** (an automated system that has nothing to do with A&E), ************** (automated system that would not allow you to talk to customer service) and ************** (non working number as a contact number from their appt messaging/email system). August 26th I reach out AHS to setup an appt. for my defunked dishwasher. Customer support tells me the service will be through SEARS(no longer in existance since 2019). Get a message stating it is A@E. Appt set for Aug 29th 8AM-5PM. The morning of the appt. I get a message stating 8AM-10AM. Tech did not show up till 11AM. He examines the dishwasher and states that it needs a new motor assembly. My dishwasher was not cleaning dishes correctly, left gritty and grimy residue after each wash. I clean out the filter on the bottom mutiple times prior to each cleaning. It made sense since the assembly consisted of the motor,pump and filtration system (the heart of any dishwasher). The tech tells me the replacement part will be sent directly to my resident address by weeks end. It had not arrived and I reached out to them either Sept5th or 6th to inquire. Well I found out the ticket had **** closed and no parts were ordered even though it was noted in the system the part to be ordered. I was given the run around and was told to contact AHS. After much discussion they set an appt for Sept 15 8AM-5PM. I get a message moments ago that the appt is from 4:07pm-5:37PM Seriously!UNACCEPTABLE took the day off
Business Response
Date: 10/10/2022

October 10, 2022

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

Re: *********************************
File Number 18030215

Dear BBB Customer Relations:

Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.

We have completed our investigation of Mr. *********** complaint regarding the repairs he requires for his Kitchenaid dishwasher.

We would like to clarify that we are not the obligor of his manufacturers warranty on his dishwasher. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Mr. *********** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is American Home Shield (AHS).

Upon receiving ************************ complaint, we contacted the local service unit for assistance. Our record indicates that the technician is scheduled to return to the home on October 12, 2022 to service the dishwasher.

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: 10/12/2022

Complaint: 18030215

I am rejecting this response because: the response is not correct and unacceptable. The repair is for a dishwasher yet the company's response entails a warranty for a refrigerator. ???? There is no appointment schedulled for october 12,2022. I do see an appointment for Octover 13. 2022. Further indication the company is oblivious to the details to tepair or communciations between myself and the company. Another disappointment with misinformation. Sadly this companu does not need to be in business if they are not being held accountable to their promises with customers.

Sincerely,

****************************;

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A & E Factory Services is BBB Accredited.