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 Service

  3630 Front St Kansas City, MO 64120

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:07/31/2022

  Type:Product 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 had to have refrigerator work done by A&E Services. They came out and the guy said our fridge was overheating due to it being hot and humid in ****. I called back again and they ordered over $500 worth of parts and said that they accepted checks and said that a receipt would be emailed to me later that evening. I told them I needed a receipt for insurance. Never received a receipt. Called and was told I couldnt get a receipt until the case was closed and work ticked was completed. Work was completed 7/26/2022. I called on the 27th and tech hadnt closed case yet and was told I had to wait 3 days to get a receipt. Sent chat on Friday and they said a receipt would be emailed in 24 hours. No receipt. Sent chat again today the 30th and was told a receipt would be sent and case was escalated and would be received in 24 hours. Nothing. I paid for a service and need a receipt for work paid for and also to turn into insurance. They check has been cashed almost 2 weeks ago. On the techs hand held computer thing I requested a receipt be emailed to me and then I also turned on the toggle that said a hard copy be sent to my home. That is what I expect to have happen.

  Business Response

  Date: 08/22/2022

  August 22,2022
  
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******,**  60611
  
  
  Reference File # ******** - ***************************
  
  Dear BBB Customer Relations;
  
  ******** Impacts: Due to the ongoing COVID -19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible. We appreciate your patience.
  
  
  We have completed the investigation of ****************** complaint regarding her dissatisfaction with the technician not providing copy of the receipt for cost for repairs on her refrigerator.
  
  First, we would like to apologize to ****************** for failing her expectations. We do not take these matters lightly and we sincerely regret any inconvenience she may have experienced as a result of this issue. 
  
  We had contacted our service unit, and requested that copy of the invoice to be emailed to ******************. The service unit replied back that the receipt was emailed to her on August 8, 2022.
  
  If she have any questions, she is welcome to contact me via email at ****************************** With that being said, since we did provide ****************** with her requested resolution, we have closed our file. 
  
  We apologize for any problems or frustrations that ****************** may have experienced with ****** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints. Please feel free to contact me at ***************************** if you have any further questions.
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  
  
  
  

  Customer Answer

  Date: 08/23/2022

   
  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:07/30/2022

  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 booked a diagnostic/repair visit through ***** Home Services for 7/7/22. The repairman, *******, works for A&E Factory Service, which is the company ***** Home Services sends out. I wrote a check for $551.95 to A&E on that date to cover labor for replacement of ** factory produced compressor and filter/dryer. The parts themselves are under warranty and were shipped directly to my home from **.A return appointment for installation was set for 7/26. Another A&E repairman, ****, performed the parts installation. He told us to wait overnight for the refrigerator to cool down. (The service order number is ********. You can use my name, phone ***********mail to follow the thread.)Our refrigerator had been running about 10 degrees F too warm before the so-called repair, or at about 45 degrees F. After the so-called repair, the internal temperature now is about ***** degrees F. The lights are on inside so we know it's hooked up.So, the repairman made a bad situation impossible, and A&E/***** won't move me to the front of the repair line or refund my money so I can call another contractor.I called ***** Home Services on 7/27 to complain. They said a repairman would arrive that afternoon. At about 7 p.m. that day, when the repairman was a no-show, I got a message that the next available service date is 8/16/22!I filed a complaint with ***** Home Services on 7/28 (#**************). They sent me a link on 7/29 to pick an alternate appointment. I chose the earliest available date, 8/8. Got a message saying "You're all set, *********!" Today, 7/30, I got a message that that 8/8 date is a no-go and my appointment still remains 8/16. Called again and was told 8/16 is earliest available.Three weeks with a non-working fridge that A&E broke. Furthermore, it is almost impossible to break through to a live agent. Not only that, several of the numbers on the website as contact numbers are out of service or belong to another business,

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: *******************************
        File Number 17647875
  
  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 she requires for her ** branded refrigerator.
  
  We received her complaint and made contact with the local service unit for assistance. Our records indicate that the technician completed the refrigerator repair on August 23,2022.  Since we have confirmed with the service tech that the repair is complete, we have closed our file. 
  
  We apologize for any problems or frustrations that **************** may have experienced, we appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 08/25/2022

   
  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:07/30/2022

  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.

  Hello ********** ** initially put in a claim for our washer repair on 3 April. Our wash to this day is still not repaired. A&E has setup close to a dozen appointments and canceled, then kept rescheduling them. The last tech came out on 11 & 12 July. Our agitator that wasn't an issue was cracked as a result of the tech trying to repair it. ** still have a screeching sound during spin cycle and a ticking sound that started after the ladt tech came out. I have attached photos of the last tech, trying to get them back out with no luck.It has been going on for just under 4 months, back and forth with absolutely no customer care from the company. This situation has been completely ridiculous and unnecessary, especially with paying for a warranty that has not been beneficial at all, more of a pain than anything. ** purchased the washer in July 2020 with a 3 year warranty. ** have spent many hours at the laundry mat, especially being a family of 5. ** have been ran through the wringer by this business with them not uploading the warranty agreement thus far. I am messaging you in an effort to escalate the situation and hopefully get some resolution on it. ** have called many numbers and sent numerous emails to no avail.-Address: *********************************************************** -*********** conformation #: *************** -Maytag washer -Purchased through ********** -********************* -************** -Email: A: ********************* Thank you for any help or assistance for we sincerely appreciate it!Respectfully,**************

  Business Response

  Date: 08/24/2022

  
  August 24, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  *********************
        File Number 17646986
  
  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 is Maytag 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 ********** contracted to provide repairs to his 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 **********.
  
  We received his complaint and contacted the local service unit for assistance regarding the cracked agitator.  We are currently waiting on a response from the repair leadership of the technician who was assigned to the service order.  We will update ************** accordingly.
  
  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:07/29/2022

  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 Factory Services was subcontracted by Lowes to performed warranty work on a refrigerator at my residence. Their technician parked his A&E business van on my new concrete driveway. The van dripped oil up my driveway and left a puddle of oil 10 inches in diameter where he parked. I called the company to seek a resolution. I was transferred to a "Kenley". ****** stated she was the supervisor. She apologized and stated "actions will be taken against the technician". When I asked for a resolution for the oil on my driveway, she replied there was nothing they (A&E) can do. I informed her that was unacceptable and my HOA will fine me for the oil stain their company truck left on my driveway. I requested to speak with her manager. She placed me on hold for over 17 minutes. When she returned, she stated the complaint was escalated up to the next level and still could not provide me a resolution. I again requested to speak with her manager and she replied, "I am the last person you will speak with." I requested her managers name and contact information several times. She finally provided me a name of "*******" but no contact information. I asked if I can expect a phone call from "*******"and she gave me the same reply as before. She was the last person I would speak with. I request a field supervisor respond to residence to observe the oil. She replied, no one will respond and she is the last person I will speak with. Service# ******** Tech# ******* (****)

  Business Response

  Date: 08/23/2022

  
  August 23, 2022
  
  
  Customer Relations
  ******* **********************
  330 ********************************************************************************* 60611
  
  
  Re:  *********************
        File Number 17642471
  
  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 during his ******* refrigerator repair regarding oil left on his driveway.  
  
  Upon receiving ************** complaint, we contacted the local service unit for assistance.  We have been informed by the repair leadership that a power washing company will be taking care of the stains on ************** driveway on Wednesday, August 24, 2022.  Since we have confirmed steps have been taken to resolve this issue, 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
  *******************************************

• Initial Complaint

  Date:07/29/2022

  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.

  Filed a warranty claim for repair on dishwasher. Dishwasher was not drying dishes completely and water was remaining in dishwasher after steam and heat cycled. A e repair guy came to home only ran the dishwasher. Then used a pocket knife to clean out the blades and then claimed the unit was fixed. I told them to send someone else it was not fixed. They send the same guy again I told them I dont want this guy in my home. Again same guy shows up. He damaged my dishwasher. There are knife scratches all over the stainless steel blades now , scratches all over the inside door of the dishwasher. I paid well over 700 for this dishwasher and he destroyed it. It also never was repaired. So not only did they not fix it but they owe me a new dishwasher because he destroyed the stainless steel finish of the walls and door of the unit. Its all covered in knife marks now. Also found out the dishwasher is unrepairable because of the damage and the fact that it should have been a warranty replacement instead. I just bought this dishwasher 4 years ago and I rarely use it. It was like brand new before this guy came near it

  Business Response

  Date: 08/25/2022

  August 25, 2022
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Re:  ******** *****************************
  
  
  Dear BBB Customer Relations;
  
  We have completed the investigation of ******************** complaint regarding her allegation that her dishwasher unit was damaged at the time of the repairs.
  Due to the nature of ******************** concerns, the service unit contacted her and referred to open a claim with ********, our third-party claims adjuster. If ****************** has any questions regarding how to file the claim, she can contact them at ************. As clarification, once the claimant has been assigned a claim number through ********, they provide an official response representing Sears.  ******** has been entrusted by ***** to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumers claim.  The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon ********* actions; their decision on any claim is final.  In the interim, since ******************** issue will be handled through a standardized claim process with ******** and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file.
  We apologize to ****************** and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  
  Sincerely,
  
  *************************
  Regulatory Complaints Specialist
  
  
  
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted the **************************** (A&E factory repair)on 5/13 when our refrigerator stopped working. We were told the earliest appt we could get would be 5/23. We were told the tech would have all parts needed to repair the refrigerator.May 23, the tech arrived and confirmed it was the compressor, but that a new mother board would have to be ordered and should arrive in 2-3 days At that time, we paid for what we were told would be all labor and parts needed for the repair. The next appt. they could give us would be 6/6.6/6, the tech arrived, but no mother board. When checked, there was no record of it being ordered; apparently, their system crashed. A new appointment was set for 6/13.6/13 the mother board had arrived, albeit marked remanufactured. This time, however, the new compressor and its components were not available and new parts were ordered 6/23, all parts had arrived and the tech serviced the refrigerator. He finished, telling us it would take a few hours for the compressor to kick in. It never happened. We were rescheduled for 7/5, which was later rescheduled for 7/14.It was decided a new mother board was needed, and the tech had one available and replaced it. The refrigerator began working. We were told it would reach its optimal temperature in a few hours. In the morning, it was still not cool enough. Shortly thereafter, there was a loud roar and the unit began vibrating extensively. The temp .began rising, then the unit stopped running. I immediately contacted the tech who said hed be over first thing in the morning. When I called in the morning, I was told we were not on his list for the day, and Id have to make another appointment. 7/21, the tech was sure he had the solution, but it didnt work.Next appt was 7/28, with a show window of 8-5.At one point we got an email saying the tech was on his way. Then we get an email saying our appt. was changed to 8/2.We have been patient, but need help!

  Business Response

  Date: 08/24/2022

  
  August 24, 2022
  
  
  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  
  Reference Number: 17640140
  Re: *********************
  
  
  Dear BBB Customer Relations,
  
  
  We have completed the investigations of ************** complaint.
  
  First, we would like to apologize for any inconveniences or frustration ************** may have experienced in this matter. The satisfaction of our members and customers is our top priority. We value ************ as a loyal customer and we regret the delay in resolving this issue. Our record shows she purchased a ***** Home Warranty for the refrigerator. The refrigerator is currently set up for another repair visit on September 1st and if the repair will not fix the refrigerator we will monitor and seek another resolution. ************ can contact me directly via email for further assistance if the repair visit will not fix the refrigerator. With this said, since another repair visit is set up and we will be monitoring we ask to have this matter close.

  
  Again, 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 or problems whenever possible.  If you have any further questions, you may contact me directly via email. 
  
  
  
  Sincerely,
  ***********************
  Regulatory Complaints Specialist
  Email: *******************************************************************

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17640140
  
  I am rejecting this response because:
  

  While I do appreciate finally receiving a response from Transformco, I cannot at this time agree to closing the complaint (ID *********.  The assurances given in the company's email are basically the same as we have been receiving for nearly 4 months now. We have been told several times that the refrigerator has been fixed and will be fully operable within 24 hours, only to find it still not working, and we have to wait another week or two for the technician to return. Visits have been rescheduled without notifying us, and once we waited all day and the repairman never showed up.

  
  

  Given that we have only a 7 day window in which to accept or reject and that the next visit (Sept. 1)  is scheduled just beyond that window, we prefer to wait until we see the results of that visit.

  
  

  Please advise as to what we should do at that point.

  
  

  Respectfully yours,

  
  

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

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

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested a service on my HV**. The system was blowing hair, but it was not cold. we were still in the window from our initial service, so I requested a repairman to come again. I was scheduled again on 7/6/22 1pm-7pm window. The guy comes stated we need freon and the coils cleaned. He charged us a fee for cleaning the coils because they were out of warranty. I work from home and I assumed he stepped out to get more tools because he did not say "hey the ** is working". He left and my ac was still blowing a fan air. so I called my home warranty again and the sent another tech from this company with window of 1-7pm 7/16/22 (Saturday). I fell asleep and woke up at 6;15pm no call, no tech. called my home warranty and the tech cancelled with no notification. I made another appointment because i am desperate and he temps are getting higher. Another tech could come but not until 7/28/22 8am -1pm. (he was late might I add and I had to call for an update). I have a family and the temps were nearing 100 degrees. he explained he had to call the request to my warranty company. The request was denied, but historically the tech would do a separate work order and i would have to pay out of pocket. This tech (******) did not tell me about the denial. my warranty called and explained. I asked for a quote and they stated to ask him. I get up to look out the window, he was gone. i call him on the cell phone he called me from to find out why did he leave. He repeated the denial and said the work would take 3 hours. Well I have been waiting for a month and I'll pay the out of pocket. He didn't care on to the next client. I call back to A&E .The rep stated that they will send another rep out and I should have a call within the hour. NOTHING. This has to be the top 3 worse customer service experience in my 43 years of life. All they do here is pass the buck and don't communicate. I wanted this to be made right, but I am not sure if they are capable. claim number SCCQ42DC1E2F.

  Business Response

  Date: 09/12/2022

  BBB Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re: # ******** ***********************
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We do sell the ***** branded ***** Home Warranty (***) to our customers and we believe it presents a great value to them as well as an alternative choice to the product specific protection agreement coverage we have carried for years and that we also continue to sell. Sometimes as part of our sale of the **** we might have a promotion that will discount the service on a non-working appliance in exchange for purchasing the *** for at least a period of time that would cost equal to the discount provided (usually a maximum discount of $150.00). If the contract is canceled before at least the discounted amount is collected in the form of monthly charges, even when no other service is used, then the promotion is invalidated and the full amount of the repair is due.
  
  Once the coverage becomes active though 30 days after purchase, and we would note that items are expected to be in good working order at the onset of coverage and if they are not, it could be considered to have a pre-existing condition that could cause it to not be covered, we are no longer involved with the contract.The actual *** contract is issued, administered, and the obligor is listed to be, different entities dependent on the state where issued; but all are subsidiaries of Cinch Home Services. When the *** number is called, it is their customer service that is dispatching service and they make any decisions regarding replacement of product and the application of any terms and conditions of the contract, including whether something is covered or not.There are times that ***** might be the service provider used if we have technicians available in the area and provide the service needed, and other times that other service providers might be contracted by Cinch.
  
  In this case we were not able to find any warranty under, ****************** name. We do show that the address of **** MOURNING DOVE PL C, under a different name, did have a Whole Home Warranty with Cinch from 2017 until it was canceled in Aug 2022.
  
  At this time we have forwarded this complaint over to our direct contacts at Cinch and they are committed to fairly resolving any issues we send to them but they will enforce the terms of the contract. If **************** feels they do not take care of this issue or that they still have a valid dispute against the terms of this coverage, they are also able to file a complaint directly against his ***** Home Warranty/Cinch by filing with the ******* BBB. Prior to doing so, Cinch does state on their BBB site:
  
  If you are considering filing a complaint through BBB, Homesure of ******** **** would like customers to contact their customer service department at **************. Homesure staff are available to support you from 8 a.m. - 5 p.m., (ET) Monday through Friday. General Support for new and existing claims is available 24/7 using the primary contact number associated with your warranty.
  
  With that said, we have entered this information to close this out on our end as there is nothing further we are able to do since we do not administer the contract.
  
  
  
  Sincerely,
  
  *******************************
  Regulatory Complaint Specialist
  *********************************************
  

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 27,2022 I had an appointment to repair a gas range, the service tech sent parts to my house and they were delivered, it did not state on the package of parts to contact them when delivered, I called the service phone number to ask if they were comming to repair this range, I have been waiting a month for this appointment, I have a service contract with assurant,a&e factory service now tells me that i have to wait for a call inorder to get a new service date, it may take 3 or more days for this call, they tell me they cant make appointments someone else has to. I just feel that I have been wronged by this company promissing to service my appliance and not doing it as said. and not giving me another date for service it is very hard to cook for 5 to 7 every night without an oven. I don't know if this is worth the time it will take to resolve this or not thank you

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re:  *******************************
         File Number 17636210
  
  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 range.
  
  We would like to clarify that we did not sell ******************** his range and we are not the manufacturer or the obligor of his manufacturers warranty on his range. We are just the repair provider that Assurant contracted to provide repairs to Mr. ********* 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 his warranty which in this case is Assurant.
  
  Upon receiving Mr. ********* complaint we contact the local service unit for assistance.  Our record indicate that the repair appointment was closed on August 15, 2022, the technician notated on the order that the consumer declined service due to the range was already fixed by another contractor.   
  
  We apologize for any problems or frustrations that ******************** may have experienced with A&E Factory Services.  We do appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a dishwasher from Lowes and bought the extended warranty from A &E services. In February my dishwasher was broken, they came out to fix it and said it was clogged, they fixed the clog. Upon them putting the dishwasher back under the counter they broke the water pump, this was in February. I have made many appointments to fix the dishwasher and they have fixed some things and then the next day it is still broken. The company argues that they have not been out three times yet, so I am not allowed to have a new dishwasher. They were supposed to come today 07/28/2022 and said they were not coming because the part has not arrived, I have the part, they sent it ti me. I told them this and then they said after you receive the part you have ti call and set up another appointment. I have not done this process previously for the same situation. I have taken off two days of work resulting in a loss of pay of $400 as well as rearranged my schedule and my husbands schedule on other occasions multiple times to have this fixed.

  Business Response

  Date: 08/22/2022

  August 22, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: *********************************
         File Number 17635996
  
  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 GE branded dishwasher.
  
  We would like to clarify that we did not sell ************************* her dishwasher and we are not the manufacturer or the obligor of her manufacturers warranty on her dishwasher. We are just the repair provider that Lowes contracted to provide repairs to Ms. ************ dishwasher so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is Lowes.
  
  We did initially accept the contract from our client GE to repair Ms. ************ dishwasher and our records indicate that the repair order for the dishwasher repair was closed on August 16, 2022.  The technician notated that the customer said they got a gift card from the company and they didnt need to fix the dishwasher.  Since we have confirmed 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 Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  made an appointment through ***** Advantage for a warranty appointment. received a confirmation of the appointment from A&E on my email showing my phone number **** noon on Monday June 25th. Text sent to my husbands phone and not mine. I contacted A&E to make sure they had my number. They did. *** said he fixed it but put in the wrong number. They provide a 30 minute window via text. I was not contacted and they showed up (on camera). I was only 15 min away. They did not wait. I called A&E they guaranteed the tech would return. They did not show. I call in the complaint and get an email (a day later) showing the same appointment from the day before. I then make a complaint, have to call back 4 times and hold times exceeding 20 min just have them drop calls (from *************** ) if they drop your call they dont call back. I make another appointment through ***** Advantage and I am forced to use A&E again. Promised **** noon July 27 as per the dont you worry maam . I did not receive an email confirmation. I called back yesterday, waited on hold with lowes to get that email, they said they could not get through to A&e but not to worry. Then I call back again and demand an email, put on hold for 40 min for the confirmation. It is July 27 and my **** noon confirmed appointment is another no show. Called back and the call center In *************** for A&E said all they can do is send a message and someone from dispatch in the ** would call me. No call, nothing. I call back A&E again (***********) and they put me on hold for 20 min to day they will be there by 1:10 pm. I call ***** and finally get a number with an ******** speaking person.. she contacts A&E to find out it is now 1:58-3:58 time. Zero communication from A&E on the delay. This is day 2 of trying to get my washer repaired. I have missed two days of work at $75 per hour .. I want yo be reimbursed for my missed work. They should not be allowed to operate this way

  Business Response

  Date: 08/22/2022

  August 22,2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******,******** 60611
  
  
  Re: *********************
        File Number 17632488
  
  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 Maytag branded 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 Lowes 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 Lowes.
  
  Upon receiving Ms. ****** complaint, we contacted the local service unit for assistance.  Our record indicate that the service order was closed on July 27, 2022.  The technician dispatched to the home notated that the customer declined service.   Since we were able to confirm with our service department that no further service is 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 this matter.  
  
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist