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 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

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

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:08/30/2022

  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 called A&E and requested for repair service, at that time they made an appointment eight weeks out. They came and diagnosed it. I had to pay for the parts upfront and the diagnosis. He made another appointment to come install the parts it was a total of 10 weeks. He installed the parts and one month later the refrigerator was doing the exact same thing that it was doing prior to that. I called A&E to ask for them to come back out and see why the refrigerator was not working after three brand-new parts were just put a one a month ago. And they told me that I would have to pay upfront for the diagnosis and I would also have to pay for it to be repaired because it was unlikely it would be the same parts it would probably be a different issue. These people are complete rip off once I call them and explain to him I should not be charged for something that that was just installed he said you only have three months to make a complaint I said it only happened a month ago and he said no not from the time you called the first time and he diagnosed the problem. So basically the day he came out and said what was wrong with the refrigerator what is the day they started the three month warranty coverage on their parts which is the stupidest thing Ive ever heard in my life they werent even installed on my refrigerator yet. If anyone jacks and looks up this company please do not use them they are horrible and their customer service is horrible. Im out $850 and still dont have a working refrigerator!

  Business Response

  Date: 09/22/2022

  September 22,2022
  
  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 not completed the investigation of Ms. ***************;complaint regarding the repairs on her refrigerator
  Upon receiving ********************** complaint we contact the local service unit for assistance.  We were informed that the repair appointment scheduled for August 16, 2022 was completed and closed by the technician. With that being said, 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 ************************************** Corporation

• Initial Complaint

  Date:08/29/2022

  Type:Order 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 just received a huge bill for service not provided regarding a service date that was cancelled by technician.The bill alleges that a repair service was provided on 08/11, however that is not true. The technician cancelled that appointment on 08/01.A&E sent a technician on 07/27 who (mis)diagnosed the washer with part replacement. The repair was scheduled for 08/11 but the technician cancelled that appointment on 08/01. I rescheduled the repair for 08/13. However, I was able to fix the issue by simply cleaning up the filter. I canceled the repair appointment on 08/10 at 9:30AM. A&E has a 24h cancellation policy at no charge, and the cancellation was done 72 hours before.The bill is fraudulent. I do not owe payment for service not provided. Also bills are to be sent to the landlord and owner of the washer, not the tenant. I'm the tenant, and I'm not responsible for my landlord's bills.I would like A&E to clear my account balance, and send me a letter that that the issue is resolved.

  Business Response

  Date: 09/19/2022

  September 19,2022
  
  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. ******** complaint regarding the bill that she received for the repairs of her laundry center.
  
  First, we would like to apologize to ****************** for failing her expectations.  We do not take these matters lightly and we sincerely regret any inconvenience.
  
  We had contacted our accounting department, and it looks like our automatic audit system did not find the merchant credit payment for the original charge, so it generated a bill.
  
  Sometimes that happens where the authorization process doesnt complete, and the customers account *** or *** not have the funds withdrawn and they *** or *** not be deposited to us. In this case, we determined that the bill was closed incorrectly, since the service was not completed. So this bill was closed out on August 30, 2022.
  
  We dont report our collection efforts so our billing would not have any impact on her credit history or score. With that said, since we did provide ****************** with her requested resolution, we have closed our file.  
  
  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: 09/21/2022

   
  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:08/29/2022

  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.

  My refrigerator's icemaker was working, but leaking on the floor.We called A&E and they sent a technician (**** F - ID ******** to fix the problem on June 28, 2022. He spent about 1/2 hour, said he fixed the problem, charged me $364.99 and said his work was guaranteed to 90 days.Hours later, our icemaker did not work at all. It still doesn't make ice. We called another technician (**************** - ID ****** to fix the fix on July 6, 2022. He spent about 1 hour there, told us that the previous tech (**********) had been fired and that it was a simple fix that required pushing a reset button. He charged us $258.10.The icemaker still does not work. It hasn't made an ice cube in 2 months.I'm out $623.09 and they actually broke my icemaker. It made ice when I first called them and now it doesn't make ice.I sent the company a formal written complaint on July 6, 2022 and they have not responded. I would like a complete refund of my $623.09 and somebody to fix the problem.

  Business Response

  Date: 09/27/2022

  September 27,2022
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # ******** ***************************
  
  
  
  COVID-19 Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
  
  
  Dear BBB Customer Relations;
  
  We have completed the investigation of Mr. ******* complaint regarding the problems she encountered with the refund for the repairs on his refrigerator
  
  First,we would like to apologize to Mr. ****** for failing his expectations.  We do not take these matters lightly and we sincerely regret any inconvenience he may have experienced as a result of this issue. 
  
  Upon receiving **************** complaint, we reviewed the notes in our service regarding his refrigerator repair.  Since it appears that the repairs were not successful, and Mr. ****** did not give us the opportunity to go back, we submitted a refund request for $516.20. The refund was processed on September 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 *****************************.  The other $106.89 was refunded to his **** card ending on **** on August 2, 2022.With that being said, since we did provide Mr. Borick with her requested resolution, we have closed our file.  
  
  We apologize for any problems or frustrations that **************** may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at ***************************** if you have any further questions.
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  
  
  
  

  Customer Answer

  Date: 09/28/2022

   
  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:08/26/2022

  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.

  Our story begins on July 29 when I made an appointment with A&E factory service through ** concerning our refrigerator which had stopped working the prior weekend. Our first appointment was set for August 1. The local group call back immediately change that appointment to August 5. On August 5 the technician came to the house, He open the refrigerator to get the model number and discuss the issue with us. I expected him to have parts to fix our refrigerator due to the call I had with ** the week prior. He had no parts torepair our fridge. From our home he ordered four parts and set an appointment for a return repair technician set for August 25. I was told to call when all parts were received. When three parts were shipped and received I called and learned there was a fourth part that had not shipped yet. The Friday before our scheduled appointment I called again and noted the part had yet to ship. she told me to call back on Monday and check on the status again. We received the part the next day. I called Monday the 22nd to inform them of the received part. She updated our status from waiting for parts to ready for service. When she did that our appointment immediately changed from August 25 to September 8. I spent I spent the remaining of the day on the phone with *********** and with ** trying to get more immediate response. It was the technician who made the appointment for August 25 and he told us as long as the parts would receive before then we would receive that service on the 25th. Now I am waiting two more weeks. I feel this is unacceptable and I am unable to do anything about it. What is my course of action to get a repair technician to utilize the parts at my home in order to repair my refrigerator ASAP since today is August 26.

  Business Response

  Date: 09/16/2022

   September 16, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  ***********************************
         File Number 17779207
  
  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 refrigerator.
  
  We would like to clarify that we did not sell ************************ her refrigerator and we are not the manufacturer or the obligor of her manufacturers warranty on her refrigerator.We are just the repair provider that ** 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 **.
  
  With that said, upon receiving Ms. *********** complaint, we contacted the local service unit for assistance.  Our record indicate that the service order was closed on September 9, 2022.  The technician notated that the compressor was replaced and the unit checks okay. Since we have confirmed 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:08/26/2022

  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.

  A&E was hired by American Home Shield to repair my ice maker in my refrigerator. My initial repair visit occurred on May 10, 2022. The company ordered the replacement part for the repair ahead of time and when the repair was complete, the icemaker did not work. The technician told us that a different part was damaged by us when we replaced the water filter to the icemaker and it was not covered under the repair order. In fact the icemaker did not work initially because of a leak in the water hose for the icemaker. So we replaced the part he said needed to be replaced to make it work. When we pulled the refrigerator out to do that repair, the technician used duck tape to keep his repair of the water hose in place, instead of the correct part to keep the hose stable I called A&E to request another technician to correct the problem and found out we did not have replace the part we ordered that cost me over $70.00. The technician did put the correct part for the hose in place and told us that it would take a while for the ice maker to resume making ice, and it never did. So after 5 more visits from A&E and several different parts that they ordered ahead of time for the repair appointment, the last technician wrote on his notes that the refrigerator was unrepairable, However, he did not report this to A&E as unrepairable so American Home Shield will not replace the refrigerator without that in the report. Now I have been calling A&E to see if the repair man can amend his report, and they are telling me that they cannot amend a report that has already been sent to American Home Shield and that I need to have another repair tech come back to my home and state again that the icemaker is unrepairable. I don't know even if the next tech will report what they need to to get this replacement resolved and I need help!

  Business Response

  Date: 09/20/2022

  
  September 20, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  Re: *********************
        File Number 17778550
  
  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 the recent repair of her GE refrigerator and a request for a diagnostic report.  
  
  Upon receiving Ms. ******* complaint we contacted the local service unit for assistance.  We were advised per the tech that the issue is getting properly fitting water line and the tech did call American Home Shield (AHS) upon closing the order on July 19, 2022 and telling them all the issues and diagnosis.  Since we have confirmed the report has been provided to AHS and no further assistance is currently needed, 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 the matter.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 09/25/2022

   
  Complaint: 17778550
  
  I am rejecting this response because:

   

  American Home Shield has no record of the tech calling them and telling them that the refrig is unrepairable. A&E actually suggested that I order the parts and they did not and that's why there was a problem. American Home shield goes by the written report that is sent to them, not the verbal response regarding the repair being unfixable. Based on this, I don't believe they called them, because it took several weeks regarding this being fixed and if they had called them I wouldn't be through this for several weeks.

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

• Initial Complaint

  Date:08/26/2022

  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.

  I bought my Maytag washing machine from Lowes on August 30, 2020, for $878.93, this also included the purchase of the extended warranty. Fast forward to June 2022, just two years after my machine was purchased, and it wouldn't fill with water. My extended warranty is through A&E Factory Services. I reached out to them, they sent a tech to diagnose the machine, who stated one of two things, the Transmission or Control Panel. The tech scheduled me for another day/time to come back and fix the transmission. A few days before the appointment, they stated they had to reschedule because there wasn't a tech in our area, I don't know how one person can schedule an appointment without a tech in the area but they did. I had to rearrange schedules to accommodate. The transmission didn't work- so onto the next fix, which they scheduled, while on sight to fix the control panel. No phone call, no email, no text message and the appointment came and went, I called them to see why, and they stated they needed to reschedule due to delay in parts- I have 3 boxes for 3 weeks sitting and waiting. I called Monday 8/22, and asked for the manager, she stated The next available date to get the control panel fixed is SEPTEMBER 7th, she stated, and CONFIRMED that they would call me back in 48 hrs. because I was on an emergency fix list- NO PHONE CALL. She confirmed that my Machine would be fixed by Friday, August 26, NO CONTACT has been made! I have a family of 6, and since JUNE I've been toting laundry between family/friends machines, and have spent well over $150 at the laundromat. I want my washing machine fixed. I've been patient long enough. It's almost like they're doing everything in their power to not fix my machine.

  Business Response

  Date: 09/15/2022

  
  September 15, 2022
  
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: *********************************
        File Number 17777675
  
  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 Ms. ********** complaint regarding the repair 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 Assurant 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 his warranty which in this case is Assurant.
  
  Upon receiving her complaint, we contacted the local service unit for assistance.  Our records indicate that a technician went to the home on July 27, 2022, and noted that the main PCB board and the rotor was ordered. Motor windings OHM okay, the bearings free and the shifter engaging.  A technician is currently scheduled to go to the home on September 23, 2022.    
  
  We apologize for any problems or frustrations that ********************** may have experienced with A&E Factory Service.  We appreciate the opportunity to address the issue. 
  
  
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:08/25/2022

  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.

  I called to schedule a repair for my washing machine with my warranty a week ago. They scheduled the appointment for today between 8am and 5pm. The technician called this morning to say hed arrive between 2pm and 5pm. No show. His voicemail is full and A and E have informed me they would send him a message to call me with an arrival time being that its now almost 6pm. So no washing machine to use and no technician to honor the warranty. I see why they have the bbb and yelp score they do. Needs to do better when people have spent their hard earned money for warranties

  Business Response

  Date: 09/21/2022

  
  September 21,2022
  
  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 not completed the investigation of ************** complaint regarding the repairs on his washer.
  
  Upon receiving ************ complaint we contact the local service unit for assistance.  We were informed that the repair appointment scheduled for August 25, 2022 was completed and closed by the technician. The technician notated the k*** was broke off at the control panel when bring it through door,and it is not covered by the warranty. With that being said, 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:08/25/2022

  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.

  Our ******* refrigerator stopped working weekend of 7/9/22. Purchased from ****** in 2018 it is covered by 5 yr extended warranty. I started claim with ****** on 7/11/22. Lost food claim was handed & resolved quickly by ********. The service claim was assigned to A & E Factory Repair on soonest possible date 7/15/22. A & E contacted me 7/11/22 stating no technician available must reschedule for 8/1/22 between ****pm. The technician arrived late at approximately 5:10pm. Issue was identified, parts ordered and install appointment was scheduled for Mon. 8/22/22. In order to perform repair he stated refrigerator needed to unplugged for approx 48 hrs so malfunctioning part could thaw. He warned that large amounts of water could accumulate on our floor and we should plan to be home during thawing phase so the appointment was scheduled first available Monday. A & E started leaving me voicemails on 7/16/22 2:03 & 4:04pm "no technician available" and scheduled service on 8/22/22 would need to be rescheduled. I contacted A & E 8/16/22 at 7:02 pm and was actually able to speak to a human (female- do not have her name), she confirmed since I had received all three parts they shipped to me directly, that A & E would be able to keep the service appointment as scheduled on 8/22/22 between ****pm. This complaint is being filed on 8/22/22 because A & E states they do not have a technician available to keep the service appointment today and it now has to be rescheduled for 9/7/22 ****pm. I contacted ****** warranty department to request that my service claim be reassigned to another appliance repair company and specifically requested Ace Appliance in ******, since we use them regularly for non-warranty repairs. They complete repairs same day or within 2 business days. ****** stated that since I have received the parts, they cannot reassign the claim to another appliance repair company, thus we are forced to wait until September 7th, 8.5 weeks since filing claim.

  Business Response

  Date: 09/19/2022

  
  September 19, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  
  Re: ***********************
        File Number 17752218
  
  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 Ms. ******* complaint regarding the repairs she required for her ******* branded refrigerator.
  
  We would like to clarify that we did not sell **************** her refrigerator and 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.
  
  With that said, we did initially accept the contract from our client, *******, to repair Ms. ******* refrigerator.  We contact the local service unit for assistance and our records indicate that the technician completed the refrigerator repair on September 7, 2022.  The technician notated that he replaced the parts and the unit tested okay.  Since we were able to confirm with the technician the refrigerator is properly working, we have closed our file.
  
  We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Services.  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: 10/13/2022

   
  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:08/25/2022

  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.

  I reported my fridge broken in July. Repair man ordered parts, came back on August 5th and broke my fridge MORE. I called back and had to file a new claim, he couldnt come back until the 13th. He verbally told us he would be back Monday, the 15th and he no showed. I called customer service who said they had no parts and would recommend replacement. Turns out this was a lie, I have a fridge worse off than originally started, two year old twins and wasted food. Im not getting the service paid for - a fridge is important for daily living. **************** has lied to me multiple times. I just want a working fridge and do not think its right to wait this long! I paid for the protection plan through Lowes, who i also filed a complaint for.

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  *******************
        File Number 17768440
  
  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 ************** complaint regarding the repairs she requires for her ** branded refrigerator.
  
  We would like to clarify that we did not sell ************ her refrigerator and we are not the manufacturer or the obligor of her manufacturers warranty on her refrigerator.  We are just the repair provider that ** 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 her warranty which in this case is Assurant.
  
  With that said, upon receiving ************** complaint,we contacted the local service unit for assistance. Our record indicate that the order was canceled and the technician notated on August 13, 2022 that he was unable to order parts, the appointment was rescheduled to get assistance on the order.  We also received the following response from the tech manager:
  
  ************ will need to contact her warranty obligor Assurant to set up a new ticket or resolve the issue with the refrigerator.  The technician tried to call the warranty company Assurant with the diagnosis when he was on site at ************** home on August 13, 2022, there was no answer, and he was on location for 120 minutes.  No parts available the unit had a shore in the wire harness in the cabinet and giving a communication error code, non-repairable.  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:08/23/2022

  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.

  To whom this may concern,I am writing in reference to an issue I have recently had with the company, A&E Services. They have been to me home to fix my ** refrigerator. After the 1st service call the gentleman said the issue could be fixed with the replacement of 2 parts. He stated he didnt gVe the parts on his truck but could order them and have them sent to my house. He said he would go ahead and schedule my appt for the parts to be replaced. He scheduled it for June 29th at 4pm. The technician called at noon and said he was there and would not be returning for our previously scheduled appointment. He stated their company doesnt schedule appointments but can show up any time between 8am and 5pm. I had no option but to reschedule for July 13th, again, any time from 8am to 5pm. I waited around all day and he finally arrived around 330 . The technician arrived and while I was waiting for him to come into my house he decided he was going to hit his vape a few times before entering my house (i have pictures) . After entering my house I noticed he had a tattoo on his arm that read stalker, not professional what so ever. Anyways one we got passed the vaping and the physical appearance we started to focus on the refrigerator. He started by opening the freezer drawer (never one looking st anything other the the drawer) to tell me the other technician ordered the wrong parts and I should go buy a new refrigerator. I told him I didnt understand what had changed was from the 1st time it was looked at . Basically the only thing I could gather was it was 2 technicians, the 1st one who wanted to work and fix the fridge and the 2nd who didnt want to use a tool to even look at it. Fast forward 15 min later. He has told me buy a new fridge. I said no. He says it will take $600 to fix it, I said go ahead Ill pay the $600 he then changes his mind and says it will be $900, I said ok go ahead and fix it, at this point you could tell he was agitated with me. Theres more but o

  Customer Answer

  Date: 08/23/2022

  I have a bill but I have not paid it yet. Is that your department?

  Business Response

  Date: 09/19/2022

  
  September 19,2022
  
  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 ************** complaint regarding the charges she was assessed for an in-home visit to assess her refrigerator.
  
  As clarification, all of our customers should receive an estimate prior to repair informing them of our findings and the projected charges so that they have a chance to either accept those charges so the technician can proceed with the repair, or decline them and only be responsible for the trip/diagnostic fee. In ************** case, technician instructed member that it was uneconomical to repair. We have sent feedback to ensure that this technician understands that estimates should be provided 100%of the time even if the estimate just involves giving instruction on the operation or installation of an appliance. ************** refused to pay the technician.
  
  In regards to the bill received, as a goodwill gesture we had contacted our accounting department, and requested for the bill to be zeroed out as a courtesy, so this bill was closed out on September 16, 2022. We dont report our collection efforts so our billing would not have any impact on her credit history or score. 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