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 has 11 locations, listed below.

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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 Service

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

• 

  A & E Factory Services

  639 Gravois Bluffs Blvd Ste B Fenton, MO 63026-7740

• 

  A & E Factory Services

  597 E Ordnance Rd Glen Burnie, MD 21060-6555

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:09/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First off our lawn mower broke down on June 4th the guy came out one time never listened to anything I had to say about what the lawn mower is doing, even though I asked him to please listen to it while I drove it and then drive it for himself. Parts were ordered they showed up on September 7th finally. This is the 3rd time that we've had to have this lawn mower repaired in the 2 years that we have owned it we have only put 97 hours on it and we own an acre and a half it takes an hour and 45 minutes to mow it every time. The first two times the technician did not want to listen or try to consider my concerns on the lawn mower he also did the same thing this last time. We called and under the warranty that we purchased, and mind you we have over $4,000 in this lawn mower including the warranty, ask for a replacement or a check. Three different times now the repairman was supposed to come out and determine whether or not the lawn mower was fixable and all three times they were no call no show because of this I missed 3 days of work and didn't get paid I also had to pay a lawn maintenance company $400 to mow my lawn. It is unbelievable how this company is even in business I will never go to ***** and buy anything. They don't want to hold up their end of the warranty and I want everyone that reads this to know and understand they have had ample time and opportunity I am writing this review as of September the 10th 2022 I am waiting for phone calls that they neglect to make and the repairman to show up and the only thing I'm getting from this company is my hard-earned money down the drain. I even went into the ***** store where I purchased the lawn mower and was basically told I'll make some phone calls but there's nothing I can really do, meanwhile I am left with a faulty dangerour lawn mower that sounds like it's about to blow up the deck and the blades rattle like crazy low gear in the lawn mower is hit and miss, do not do business with them CAUTION!!!!! WARNING!!!!!

  Business Response

  Date: 11/02/2022

  Please see the attached response.

• Initial Complaint

  Date:09/07/2022

  Type:Sales and Advertising 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 a washing machine less than 2 years old that we bought from Lowes Hardware and purchased a ****** Protection Plan. We have had the mother board replaced on 2/2022, the auto belt drive replaced on 7/1/2022 and then an appt on 8/19/2022 resulting in Washer Actuator, ******************* Washer Washplate, Washer Basket Lock Nut, Washer Drive Pulley, Pulley Cover, WASHER THRUS, Washer Start/Run Capacitor, Washer Gear Case, Washer Drive Belt needing to be replaced. We had an appt on 8/30/2022, but since parts were missing the appt did not occur (and we were not notified), and I took the afternoon off work. The final part was delivered and we had an appt scheduled for 9/7/2022. The technician never showed up, we were not notified, and our appt has been rescheduled for 8/9 (1:00-5:00) without notification. Please help! Lowes protection plan as well as multiple calls to A&E have been unproductive. We would just like a new washing machine at this point.

  Business Response

  Date: 09/26/2022

  
  September 26, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  Re: ***************************
         File Number 17932191
  
  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 Maytag washer.  
  
  We would like to clarify that we did not sell ****************** her washer and we are not the manufacturer or the obligor of her manufacturers warranty on her washer. We are just the repair provider that Maytag contracted to provide repairs to her 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 Assurant.
  
  With that said, upon receiving Ms. ******** complaint, we contacted the unit for assistance.  Our records indicate that technician closed the service order complete for the washer on September 9,2022.   Since we have confirmed with the service technician that the unit 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 assist with this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:09/06/2022

  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.

  On August 16th a technician came to my house to put on the parts that the first guy prescribed for my Fridge. However my fridge was working within temperatures that were fine for food. I just wanted to be able to lower the temperature a bit more. The Technician on the 16th said there were no need for any of my parts that were sent to me and my fridge was un repairable. However it still cooled within the appropriate temps. For some reason he then started working on the fridge and said he would go ahead and do the job. He cuts 2 lines Two on the condenser and one on the compressor and then gets up and goes and sits in his truck until he leaves about an hour later without fixing my fridge and actually made it worse because he cut off parts. I called and called to get someone to come out and put my fridge back together. I made over 45 phone calls and had over 30 emails with the claims department but no one would come out to put the parts back on they cut off. Now the system has set too long and their is no way it can be but back to the working order it was when I had them come out. I was still using the fridge up to the day they came. Even the freezer kept everything frozen. I have been waiting too long and could not wait any longer to buy a fridge as it has now been 23 days with no resolution. I begged them to just come back out and put my fridge back to where it was before they cut off the parts and they refused. Now it cannot be made right. I feel like they are just stalling me. I have pictures as well as they do and all the emails going back and forth. The guy also put his knee into the front of my fridge putting 3 dents in the front. I have over 30 emails if you need them of them doing nothing.

• Initial Complaint

  Date:09/04/2022

  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 new dryer that turn on and off and does not dry. Its under warranty by the company, Electrolux, which set up a tec from A&E to come out to look at and fix the issue. It took 2 months before the tec to come out, 2 Aug the tec looked at the dryer and said I needed parts and that the parts will be sent to my address within 7 to 10 bds As of this day 3 September nothing. Tried calling A&E to get status and I get a recording telling to check a status email which they didnt send. When I did finally talk to someone they put me on hold and was disconnected (3) times. Called Electrolux and they were no help. A&E told me the second week of August that if the parts were not sent to me by the 2nd of September that the unit would be replaced as of the 3rd of September no parts and no contact from A&E .How can companies get away with this? Dont they have a sense of pride? If this is how A&E feels about its customers please shut down why put the customer through this aggravation and yourself the embarrassment?

  Business Response

  Date: 09/27/2022

  
  September 27, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  ***********************
        File Number 17917216
  
  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. ************** regarding the problems he encountered with the laundry center.
  
  We would like to clarify that we are not the manufacturer or the obligor of his manufacturers warranty on his laundry center. We are just the repair provider that Electrolux contracted to provide repairs to Mr. ************ 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 Electrolux.
  
  After receiving ************** complaint, we made contact with the local routing department for assistance with a sooner repair date.   Our routing department has correspondingly scheduled a technician to go out the next available day for service for on October 10, 2022.   
  
  We apologize for any problems or frustrations that ************** may have experienced with A&E Factory Service.   We appreciate the opportunity to address this issue.  
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My refrigerator parts are under warranty. The first time A & E Factory Service came out they did not read the notes from ** and failed to come out with the correct parts. The company charged me $99.00. A & E was contacted by ** and they rescheduled my appoint on 8/26/22 and canceled, 9/2/22 and canceled. Now I am rescheduled again for 9/9/22.You cant reach anyone except the people from the ***** call center. They company calls and if you dont answer your phone they cancel your appoint even though you have a standing appointment. You cant speak directly to the tech person. They keep you waiting all day and when they call they phone goes directly to voice mail and instead of attempting to call you back. They just cancel your appointment. The call center in *****, the employees are difficult to understand because of their English. I have been without a refrigerator for 3 weeks trying to get my compressor and motherboard replaced.

  Business Response

  Date: 09/22/2022

  
  September 22, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  
  Re:  *************************
        File Number 17901432
  
  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 Ms. ******** complaint regarding her disappointment with the recent repair experience of her ** refrigerator.  
  
  Upon receiving Ms. ******** complaint, we contacted the local service unit for assistance.  Our record indicate that ** set up the appointment for August 19, 2022 as a collect call, the technician notated a failed compressor.  2012 model will need new control board. Not covered under warranty,customer declined estimate. A service order was created on August 23, 2022, the appointment was rescheduled due to no answer-voicemail full.  A new order was created on September 3, 2022 which was not dispatched to a technician, the appointment was cancelled due to customer dissatisfied with reschedule.  Should she require further service for the refrigerator, ****************** will need to reschedule the appointment.  Accordingly,we have closed our file.
  
  We apologize for any problems or frustrations that ****************** may have experienced with A&E Factory Service.  We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:09/02/2022

  Type:Customer Service 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.

  Today, 9/2/22, I was scheduled to have my dishwasher serviced by A&E. I got a message saying the tech was on the way at 9:39am and at 10:16am I got a message saying my service was rescheduled for 9/12/22. No reason whatsoever. I was there at the house, car in the driveway. No one pulled into the driveway or knocked on the door during that time. **************** number in the text message was a dead link and no option to talk to anyone for customer service on their website. What a lazy/shady way of doing business.

  Business Response

  Date: 09/26/2022

  September 26, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  *********************
         File Number 17898503
  
  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 ************** complaint regarding the problems he encountered with the ** dishwasher.
  
  We would like to clarify that we did not sell ************ his dishwasher and we are not the manufacturer or the obligor of his manufacturers warranty on his dishwasher.  We are just the repair provider that Assurant 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 his warranty which in this case is Assurant.
  
  Upon receiving ************** complaint, we contacted the local service unit for assistance. Our record indicate that the dishwasher repair was completed on September 22, 2022.  The technician notated the door latch assembly was installed and all functions checked okay.  Since we have confirmed with the technician that the repair is complete, 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:09/02/2022

  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.

  I was able to get a technician dispatched out to troubleshoot a noise my refridgerator was making in the freezer section. After the technician ***************** ***** entered my home I recognized him from a dispatch request to repair my stove. We had 2 horrible dispatch interactions with this technician involving him talking down to my wife.While repairing the stove he said something along the lines of "Your wife should not put too much weight in this drawer (talk about the bottom drawer of the oven)." and "When your wife is cleaning the stove make sure she does this." His tone was poor and simply degrading towards females / my wife. During his dispatch to repair my freezer months later he stated the following - "This is something you will understand but your wife will have a hard time understanding." After the first dispatch, I recall using chat (phone is basically impossible to reach a live agent) to report **** and request his use of female degrading analogies stop and he is not to be dispatched to my home again. Obviously, nothing was discussed with the worker and he continues degrading women probably for all of his dispatches. The second dispatch I thought I recognized his voice when he left me a voicemail but wasn't sure. When I opened the door I recognized him immediately. I did not want to let him in but I needed to make sure the fridge was working so I let him take a look. He instantly took temp readings and said nothing is wrong. Started to pack up and I let him know he is not leaving until he looks behind the backplate of the freezer section to confirm nothing is damaged. When showing me what happens commonly with this model is when his comments started.A&E service technicians outside of this have been well-mannered but unprepared. They do not carry universal parts or some prepare with OEM parts to replace during the needed service call. Each time I needed a tech dispatched out it has resulted in 2 or 3 alternate techs coming weeks apart.

  Business Response

  Date: 09/26/2022

  
  September 26, 2022
  
  Customer Relations
  ******* **********************
  330 ********************************************************************************* 60611
  
  
  Re:  ***************************
        File Number 17897933
  
  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 repair.
  
  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 Frigidaire 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 Frigidaire. 
  With that being said,we would like to apologize to ******************** for failing his expectations.  This is not ***** normal way of doing business, and we are truly sorry for any inconvenience we may have caused him. We have partnered with repair leadership and would like to assure him his concerns have been taken very seriously, and an investigation will take place to ensure we improve from this member experience.  ***** welcomes this type of feedback from our members as it allows us an opportunity to improve performance, a policy, or a process.     
  We apologize for any problems or frustrations that Mr. ********* may have experienced with A&E Factory Service.  We appreciate the opportunity to address the issue.  
  
  Sincerely,
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  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 call my home owners warranty company on 08/17/2022, they assigned the work order to A&E factory service in ****** ********, they came and inspected my dishwasher on 08/18/2022. They said its my motor that was bad and ordered a motor that was delivered to my home in four days. There was a followup appointment set for September 1st, for them to come and complete the repair. On 08/31/2022, they called me to confirm the appointment and on the 1ST after waiting for several hours for a technician to show up, I called them to find out about the appointment, it was very difficult to get a hold of anyone with the company, after multiple tries I was finally able to speak to a representative. I told them I wanted to see when the technician will be at my house to repair my dishwasher and the said they need to reschedule my appointment, I told them why when you confirmed your coming the previous day and then now you just choose to cancel on me and reschedule? without even calling me, I have to call to check, while I was talking they disconnected the call, mind you this is after taking payment for the service. I tried calling them back after they hungup on me and the call was not going through. I called my warranty company and they were able to get to them however was told to expect a call from A&E and its been hours and still haven't gotten a call. Very disatisfied when I had to take time off for them to come and work on the dishwasher.

  Business Response

  Date: 09/21/2022

  
  September 21, 2022
  
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  ***********************
        File Number 17812753
  
  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 dishwasher.
  
  We would like to clarify that we are not the manufacturer or the obligor of his manufacturers warranty on his dishwasher.  We are just the repair provider that Mr. ******* warranty contracted to provide repairs to his 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 his warranty.
  
  Upon receiving Mr. ******* complaint, we contacted the local service unit for assistance.  Our records indicate that the service order scheduled for September 8, 2022 was cancelled by *****************   Per tech manager, if he still has the part, we can continue the repair, however he will have to contact his warranty obligor and make a new service order, we can then transfer the part and get a technician out to complete the repair.
  
  We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Service.   We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17812753
  
  I am rejecting this response because: using the pandemic as an excuse is not acceptable. Yes I cancelled after multiple attempts to contact you and your the time I was able to contact you your representative were rude and thus  getting the run around from your company I chose to cancel the repair which you had actually schedule and never called to inform me that no one from your company will show up. This is a pathetic excuse and I never want to do any business with you or any representatives from your companys.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/01/2022

  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.

  After the first complaint was filed I received immediate response from the company and a service schedule was set. However the part that was ordered for the repair had not been shipped. The day before the extended warranty contract which allows for full replacement of refrigerator had lapsed I was notified that the part was shipping. I received the part almost 3 weeks ago. I was notified Saturday morning of a service call, however, due to their lack of foresight no one was at home to allow access to the house. I spoke directly to the service technician and we had rescheduled for Monday. Monday afternoon came about and I was notified that the service called had been cancelled and rescheduled for wednesday at 3:45 p.m. Wednesday afternoon I received a automated message stating that the appointment needed to be rescheduled again. I have taken off work several times for the initial service and now for the repair service. Frankly, I can't afford to take any more time off work to get this fridge fixed. Frustrated and tired of dealing with this situation. I realize supplies and shipments are still an issue in the post Covid world, however, I have the part and due to this companies lack of commitment or poor scheduling etc. etc. I continue to be inconvenienced and potential risk issues with my employer due to their lack of communication and follow through with service orders.

  Business Response

  Date: 09/20/2022

  September 20, 2022
  
  Customer Relations
  ******* **********************
  330 ********************************************************************************* 60611
  
  
  Re: ***********************
        File Number 17809956
  
  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.
  
  With that said, we have completed our investigation of Mr. ******** complaint regarding the repairs he requires for his Whirlpool branded refrigerator.  
  
  We would like to clarify that we did not sell Mr. ******** 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 his warranty provider 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 **********************.  
  
  Upon receiving his complaint, we contacted the local service unit for assistance.  Our records indicate that a technician is currently scheduled to go to the home on September 22, 2022.   
  
  We apologize for any problems or frustrations that ****************** may have experienced with A&E Factory Service. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 09/20/2022

   
  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. I understand they are the service provider, however, the communication piece of their side of this issue still has a lot to be desired.  I have registered a complaint with the warranty company as well. Just hoping and praying the 9/22/22 appointment is not rescheduled like so many have been.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A & E was supposed to return to complete a dishwasher repair August 18 2022. They were a no call no show,I contacted them after 5 pm and was told they would reach out for reschedule. That took 2 days. They scheduled for a return visit on 08/31/22 14 days after original date that THEY didn't show up for. I told them since they inconvenienced me with wasting a vacation day from work that the return repair scheduled need to be done before 3pm because I have stuff I can't reschedule at this point. I have taken another vacation day from work to sit home today and I have not heard from them on when they are going to show. I have wasted 16 hours of my vacation for this service they have screwed up. My biggest issue is they seem to not care about customers. They are the ones that screwed me! If i would have canceled the appointment then I understand I am at their mercy but since they did a no call no show they should be making this an easy return. It is 10:23 am today, I will let you know how this turns out!!!!

  Business Response

  Date: 09/19/2022

  September 19, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  ***********************
         File Number 17804056
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of Mr. ******** complaint regarding the repairs he requires for his ******* branded dishwasher.
  
  We would like to clarify that we are not the manufacturer or 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. ******** 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 his warranty which in this case is American Home Shield (AHS).
  
  Upon receiving Mr. ******** complaint, we contacted the local service unit for assistance.  The technician went to the home on August 31, 2022 and notated that the warranty (AHS) is replacing, unit is non repairable.  Since we have confirmed that American Home Shield (AHS) will be replacing Mr. ******** dishwasher, 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
  *******************************************