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.

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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:08/23/2022
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.
In April of 2022 I bought a washing machine, from ****** in *******, *****, with a 3 Year extended warranty. Long story short, when the washer started having problems and we contacted the *************** at ******, this company A&E was sent to fix it. A&E sent a nice man named ***** to fix it but after 4 tries, ***** could not fix it, so he said he was going to report it to his company (A&E) that the machine was officially dead. When I called the *************** at ******, they said no report was ever sent in so they could so nothing! When I called A&E, They said their own technician had not sent in any report so they could do nothing! When I called the Technician (*****) HE said he did send in the report on 8/17, the day he declared the washer Dead! They are wasting my time by doing nothing. My warranty will expire in April 2023. A&E NEEDS to let ****** *************** know that this washer is dead, so that ****** can make restitution!
Business Response
Date: 09/19/2022

September 19, 2022

Customer Relations
******* **********************
330 ********************************************************************************* 60611

Re: ***************************
       File Number 17753302

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 required for his GE branded washer.

We would like to clarify that we did not sell **************** his washer and we are not the manufacturer or the obligor of his manufacturers warranty on his washer. We are just the repair provider that Lowes contracted to provide repairs to Mr. ******* 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 Lowes.

Upon receiving Mr. ******* complaint we contact the local service unit for assistance. We were informed that the technician contacted ***** and as of August 30, 2022, ******* with the warranty obligor Assurant, said that Mr. ******* washer was bought out with a Lowes e-card.   Since we have confirmed with the technician that no further assistance is needed, we have closed our file.

We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Services. We appreciate the opportunity to address this matter.

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.

Sincerely,

***************************
Initial Complaint
Date:08/21/2022
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.
A&E sent a technician to diagnose and resolve an issue with my refrigerator shutting off intermittently. No other issues were noted and requested to be addressed.The first technician was great. Attentive, knowledgeable. Ordered the part and explained the situation and his approach.2 weeks later ***** and ***** arrive to install it. Move the doors of the fridge, discuss their life issues with each other, and replace the board noting that the numbers do not match but the relays seem to be similar.Upon their departure I note that the fridge starts to leak from the water line/supply. Within 2 days the fridge quit keeping the temperature cold, ice machine is not making ice, freezer is defrosted. All the settings are proper.Contact AE to report their faulty work, and am advised to go through my warranty company to schedule another call. Absolutely ridiculous!! So the company comes in to fix my fridge, breaks it and causes issues, then attempts to earn more money through my warranty instead of standing my their own work.Your trained technicians broke my refrigerator and I expect this to be fixed asap, not having me go through the hoops. Absolutely ridiculous business practices.
Business Response
Date: 09/13/2022

September 13, 2022

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

Re: *********************
File Number 17749340

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 Kitchenaid 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.

We did initially accept the contract from our client Assurant, to repair Ms. ****** refrigerator and our records indicate that a technician is scheduled to return to her home on September 16, 2022 to service the refrigerator.

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: 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. Despite a very lengthy legalese and throwing COVID pandemic into the mix in a clear attempt to not directly address the issue at hand, the technician did show up on September 16th and fixed the issue. He was also very professional and understanding.

We should have never been in this position in the first place if your technicians connected all the required pieces and required the refrigerator and not made me wait over *************************************************************************************************** scheduling the appointment to fix yo ur mistake.

Sincerely,

*********************
Initial Complaint
Date:08/21/2022
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 keeps pushing back our appointment to fix our broken refrigerator without notification. Our original appointment was Aug 20, 2022 (which we had to wait almost 3 weeks for this initial appointment). They then rescheduled twice in 2 days to Sep 4 and now the 14. *** tried calling but they are not helpful at all in trying to figure out a solution to get a tech to us earlier. Additionally this is a warranty service I pay for monthly so I should get better service than this.
Business Response
Date: 09/13/2022
September 13, 2022

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

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

Dear BBB Customer Relations:

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

We have completed our investigation of ************** complaint regarding the repairs he requires for his GE refrigerator.

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

Upon receiving ************** complaint, we contacted the local service unit for assistance. Our record indicates that the technician is scheduled to go to the home on September 14, 2022.

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:08/17/2022
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.
I purchased a 3 year extended warranty in 2020, from Lowes, for my Whirlpool Range. It stopped working in July 2022 and A & E was contracted by Lowes for its repair.The repair technician scheduled 7/18 stated the control panel was the issue and he ordered the part. That it would be shipped directly to me and he scheduled to return on 8/5 to install it. This part is not available. Im unable to get additional information after several attempts via their website or customer service center. On 8/5 I phoned their customer support line and was told it had been 18 days since my service and I must wait 21 days from date of service before any alternative action would be offered, such as a replacement stove or cash compensation. I then phoned back on 8/11, was passed through 3 different customer reps, over an hour long call, being repeatedly told they could not do anything more, they had no additional information, could not let me speak to anyone in supervision. I refused to hang up, resulting in the 3rd reps stating my account would be escalated and I would be contacted within ***** hours. I have not been contacted and in calling today was abruptly disconnected, twice, before even getting to ask about why no contact has been made. I have now searched the internet and discovered hundreds upon hundreds of similar complaints as mine. It is clear, there appears to be no way to get beyond these fraudulent business tactics they are employing with their customer service reps and get them to honor their contact obligations. It is also clear, they are using these methods to intentionally cause frustration and desperation, to the extent that people ultimately will give up and are forced to go buy a new appliance or find other means of getting their items fixed.
Business Response
Date: 09/07/2022

September 7, 2022

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

Re: *********************
File Number 17727211

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 repair she required on her Whirlpool branded range.

We would like to clarify that we did not sell **************** her range and we are not the manufacturer or the obligor of her manufacturers warranty on her range.We are just the repair provider that Lowes contracted to provide repairs to Ms. ******* range 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 Lowes.

Upon receiving Ms. ******* complaint, we contacted the local service unit for assistance. Our record indicate that the technician completed the repairs on September 6, 2022. The technician notated the control board was installed and operations verified. Since we were able to confirm with our service department that the range repairs were completed, we have closed our file.

We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 09/09/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is in part, satisfactory to me, in that AFTER my complaint, they re-ordered the delayed part, it was delivered in a timely fashion and installation/fix of my range was completed. However, they did not address in their response, the fraudulent tactics being used in their customer service call centers and web site, which brought me and many others who experience this issue to filing these complaints.

Sincerely,

*********************
Initial Complaint
Date:08/11/2022
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 washer broke 3 weeks ago.. A&E factory services came to repair it but they had to order a part for my ** washer.. it turned out they ordered the wrong part so they had to reorder the part. My part came in a week early but no one wants to come repair my washer, A&E want me to wait another week for repair. I believe since it was their fault in ordering the wrong part to begin with I shouldnt have to be punished in waiting for repair. I have no clean clothes to wear to work. I had to buy new towels cuz I cant do laundry A&E people have been very rude when I speak to them on the phone. Even the technician that came to try to repair my washer was very rude. He told me he couldnt help me and he had to leave.. he could have easily overnighted my part and have it fixed within 5 days instead of waiting 14 days. I have my part but no one wants to come and help **** NEED HELP!! I need my washer fixed ASAP!! A&E factory services needs to be held accountable.
Business Response
Date: 09/07/2022
Please see the attached response.
Initial Complaint
Date:08/08/2022
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 2, 2022 a technician from A&E factory service came to fix a leak in my refrigerator. In fixing the leak, the technician caused extensive damage to the refrigerator where it no longer cools. I have tried to contact A&E factory service several times to try and get an emergency repair, and despite all the promises of a return phone call from a manager, I have received no contact whatsoever. All I am told, is that no one can come over to correct the situation. All I am offered is a an appointment three weeks out because nothing sooner is available. I do have an extended warranty with Electrolux. That is the company that assigned the job to A&E factory service. They also have not assisted me in trying to coerce this company into providing me with an emergency technician. All I got from them were unfulfilled promises of callbacks, emails, and text messages apprising me of the status of the situation. As I'm sure you'll agree, it is highly unprofessional and negligent of a company to provide inferior service and then not only not offer emergency service to rectify the situation, but to provide no feedback on it as well. As you can imagine, not having an operable refrigerator has caused undue stress to my family and me, not to mention financial stress as we have thrown out hundreds of dollars worth of good food. I would appreciate any assistance you can offer in expediting a technician to come and rectify this unfortunate and distressing problem.
Business Response
Date: 09/01/2022

September 1, 2022

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

Re: *****************************
      File Number 17685960

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 Frigidaire refrigerator.

We would like to clarify that we are not the manufacturer or the obligor of his manufacturers warranty on his refrigerator. We are just the repair provider that Electrolux 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 Electrolux.

With that said, upon receiving Mr. *********** complaint, we contacted the local service unit for assistance. Our records indicate that the appointment for the technician to return on August 23, 2022 was canceled on August 5, 2022. Accordingly, we have closed our file.

We apologize for any problems or frustrations that Mr. *********** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 09/13/2022

Complaint: 17685960

I am rejecting this response because:
I regret not contacting you within the seven days following the receipt of your email. Somehow, I missed it. I would like to say that A&E electronics claimed that another appointment was made for August 25, but I canceled it. That is very true, because I did not want to go without a functional refrigerator for almost 3 more weeks. I had to call Electrolux, the provider of my extended warranty and find another company that would come sooner. My complaint was that A&E electronics did not make the fair and prudent decision to expedite an appointment for another technician to come and repair the first technician's mistake, but rather set up an appointment for one several weeks out. As a result of this, we lost several hundred dollars worth of food and had a very difficult time in the kitchen without a fully functional refrigerator.

If a company's own technician causes a worse problem than the one he was supposed to repair, that company should see to it that the problem is corrected as soon as possible. A&E failed to do so, and as a result caused us undo stress, frustration, and financial hardship because of the food we lost, and the food we had to purchase a as a replacement.

Sincerely,

*****************************
Business Response
Date: 09/15/2022
September 15, 2022

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

Re: *****************************
      File Number 17685960

Dear BBB Customer Relations:

We have completed our investigation of Mr. *********** rebuttal to the response we previously sent.
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 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.
Again, we apologize to ************************ and appreciate the opportunity to address this.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 09/19/2022

Complaint: ********

I am rejecting this response because:
Regarding  Complaint #********, I would like to add the following:

Another repair man from a different company came and finally repaired the refrigerator. He told me that the repairman from A&E installed the wrong fan and connections into the refrigerator and that was the reason why it kept failing. here is a picture of the unit at the first technician from A&E installed:
This technician's error caused us to throw away various foods from the refrigerator and freezer. Not only did this make us waste money, but it also caused us a lot of tension, aggravation, frustration, and inconvenience for well over a month.

Sincerely,

*****************************
Business Response
Date: 09/21/2022
September 21, 2022

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

Re: *****************************
      File Number 17685960

Dear BBB Customer Relations:

We have completed our investigation of Mr. *********** rebuttal to the response we previously sent.
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 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.
Again, we apologize to ************************ and appreciate the opportunity to address this.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:08/05/2022
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.
Early June, my fridge stopped working. It simply wont become cold/stay cool. I contacted Best Buy who use A&E for these repairs. First, A&E wouldnt sent a repair person out for weeks. Then, they cancelled that appointment and rescheduled for a week later.Then they cancelled that one and rescheduled.Then they cancelled that one and rescheduled.Then they cancelled THAT one and have yet to reschedule.Their cancellation involves someone from a call center just calling my phone to say that no one is coming to the appointment. I ask for a number of a supervisor or someone who has more information, and Im always informed that the person in the call center has actually no connection to A&E and cannot help.I have a warranty on the fridge and if the repair takes any longer, the warranty will run out. I suspect that is the scam.Its a refrigerator. Ive been living without it for months now. A&E does not care.
Business Response
Date: 08/30/2022
August 26, 2022

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

Re: ***********************
       File Number 17675205

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 Whirlpool refrigerator.

We would like to clarify that we did not sell ************ her refrigerator nor are we 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 **********.

Upon receiving Ms. ***** complaint, we contacted the local service unit for assistance. Our records indicate repair on the refrigerator was completed on August 20, 2022. The technician dispatched to the home notated the parts were installed. Since we have confirmed the unit is working, we have closed our file.

We apologize for any problems or frustrations that ************ may have experienced with A&E Factory Service.We appreciate the opportunity to address this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 08/30/2022

Complaint: 17675205

I am rejecting this response because: your technicians notes are incorrect. No one ever installed any pieces. Parts were ordered twice but never installed. Many appointments were cancelled. Last weekend, without any notice, a serviceman showed up. We were not gone, so nothing was fixed.

Best Buy has given up and replaced the fridge, but your company is the problem.

Sincerely,

***********************
Business Response
Date: 09/06/2022
September 6, 2022

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

Re: ***********************
       File Number 17675205

Dear BBB Customer Relations:

We have completed our investigation of Ms. ***** rebuttal to the response we previously sent.
We would like to apologize to ************ for failing her expectations. This is not ***** normal way of doing business, and we are truly sorry for any inconvenience we may have caused her. We would like to assure her that her 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.
Again, we apologize to ************ and appreciate the opportunity to address this.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:08/02/2022
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.
Service was scheduled from ** to have a refrigerator fixed by A and E for 8/2 between 8-5. Called around 1:30 when service will arrive. Was told the tech called and because no one answered didnt go to the house and rescheduled for the next day. Asked to have the tech to come since Ive been home all day. ** had supplied a disconnected phone number. Was told no for today. Asked for some compensation to the service bill. ****** the supervisor said they couldnt do anything. The company was not willing to help out the customer for a tech error. So upsetting especially since I now have to wait another day to have my refrigerator fixed. They couldnt even tell me what the service call charge is. Extremely poor customer service. Sorry just doesnt cut it.
Business Response
Date: 08/29/2022
August 29, 2022

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

Re: *****************************
File Number 17659600

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 unit for assistance. Our records indicate that the repair appointment was canceled on August 9, 2022. Since we have confirmed that the order is canceled and no further assistance 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 assist with this matter.

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:08/01/2022
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.
In 7/20 a guy came out to service my washer, he had to order new parts and said that he would be back on the 1st of August. The parts came in before the first and right before our time slot we received a message (the only one we received) that we had to verify that all the parts came in but we had no clue on what was being order. And then was told by the people on the phone that we now have to wait 20 more days with out a washer. This is unacceptable. When we were told that someone was supposed to be here the 1st. A & E factory is not a great company to deal with at all.
Business Response
Date: 08/25/2022

August 25, 2022

Customer Relations
******* **********************
330 ********************************************************************************* 60611

Re: *********************
File Number 17655893

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 branded washer.

We would like to clarify that 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 her warranty which in this case is Assurant.

We did initially accept the contract from our client,Assurant, to repair Ms. ****** washer and our records indicate that the repair for the washer was completed on August 4, 2022. The technician notated he replaced the transmission, basket, basket hub and splutch pulley. He recalibrated,tested all and there are no leaks. Since we have confirmed with the local service unit that the washer is currently working, 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:08/01/2022
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.
Instead of fixing my Subzero refrigerator, the company sent a technician who don't know what he was doing and did damage to the condenser and bent majority of the coils because he harshly vacuumed the condenser coils without the soft brush attachment. Company rescheduled repair appointments unilaterally, only to to be told after almost a month that they don't work on Subzero. Their supervisors do not take accountability-talked to ************************, *********************************** and ******, all supposedly on their escalation team but all have not done anything to facilitate repair of this refrigerator which is so crucial for any household.
Business Response
Date: 08/26/2022
August 26,2022

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

Re: *************
      File Number 17639472

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 Sub Zero 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 American Home Shield (AHS) 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 American Home Shield (AHS).

In order to investigate and respond, we had to reach out to the local service unit for assistance. We received the following response from the Tech Manager:

Per the tech a few fins have been slightly bent, but far from completely damaged. This does happen at times when cleaning a condenser or evaporator since the fins are very thin and the tech explained most of these were there before he started the cleaning. The tech did a PM check on this unit, which he should have never serviced since this is an item we do not service. On the second service order the warranty company was notified that we do not service this brand of equipment and the order was cancelled.

Since we have confirmed the order was canceled on July 28,2022, due to the refrigerator being a brand we do not service, we have closed our file.

We apologize for any problems or frustrations that Ms. **** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter.

Sincerely,

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

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A & E Factory Services is BBB Accredited.