Complaints

This profile includes complaints for A & E Factory Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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A & E Factory Services has 11 locations, listed below.

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• 

  A & E Factory Services

  5407 Trillium Blvd Ste B120 Hoffman Estates, IL 60192-3413

  
• 

  A & E Factory Services

  597 E Ordnance Rd Glen Burnie, MD 21060-6555

• 

  A & E Factory Services

  PO Box 00 Piedmont, SC 29673

• 

  A & E Factory Service

  P. O. Box. 740094 Louisville, KY 40201

• 

  A & E Factory Service

  12900 Fenwick Center Dr Louisville, KY 40223

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:07/26/2022

  Type:Delivery 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.

  We own a fridge under service contract warranty. A and E is the supplier of the service technician. The technician came out to look and service the fridge, realized he needed a part and ordered it and was having it shipped to our address. I continue to get calls from A and E automated service saying our part has been delivered and a service technician is scheduled. However, we have never received a part, we continue to get call from the automated service, we call and either get hung up on or have long waits on hold before we get to talk to a real human. Then we get the same run around from the individuals we speak to: " the part is on back order" " you will be contacted by our service or you will need to call us when the part arrives." How can I call when their service doesn't allow human contact or you have to wait for hours to speak to someone. Not to mention we had parts shipped to our home that have nothing to do with a fridge -- they are parts for an airplane?????? I still don't understand why I have to contact them - should they not have ordered the part to be delivered to their warehouse and they would contact us when it was in and the technician was coming. I feel this whole thing is a scam and we are out a fridge - not to mention the technician disabled the ice maker on his service call which was working prior to the service call. Just want some answers and so resolution to this issue.

  Business Response

  Date: 08/15/2022

  August 15, 2022
  
  Customer Relations
  ******* **********************
  330 ********************************************************************************* 60611
  
  
  Re: ***********************
        File Number 17626405
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  With that said, we have completed our investigation of Mr. ******** complaint regarding the repairs he requires for his Whirlpool branded refrigerator.  
  
  We would like to clarify that we did not sell Mr. ******** his refrigerator and we are not the manufacturer or the obligor of his manufacturers warranty on his refrigerator. We are just the repair provider that his warranty provider contracted to provide repairs to Mr. ******** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Whirlpool.   
  
  Upon receiving his complaint, we contacted the local service unit for assistance.  Our records indicate that the backordered control board needed to complete the refrigerator repair was ordered locally and will be delivered to ****************** home on August 16, 2022, via UPS,tracking# 1Z2855XF0396332162.  The unit has also informed that service is scheduled for the next available date which is Friday, August 19, 2022.    
  
  
  We apologize for any problems or frustrations that ****************** may have experienced with A&E Factory Service. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 08/16/2022

   
  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:07/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I has an appointment Friday July 22, 2022 scheduled from ****. My parts finally came in for repair. No one showed up and they rescheduled my appointment without my permission. I want them here now. Not on Monday. Now.

  Business Response

  Date: 08/11/2022

   
  August 11, 2022
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: *********************
        File Number 17614135
  
  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 Whirlpool 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 her warranty provider contracted to provide repairs to ************** dishwasher so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of their warranty which in this case is her warranty provider **************** Contract (NLSC).  
  
  Upon receiving her complaint, we contacted the local service unit for assistance.  Our records indicate that the repair for the dishwasher was completed on July 25, 2022.  The technician dispatched to the home notated all parts installed, unit tested okay.   Since we have confirmed with the service unit that the dishwasher is working properly, we have closed our file.
  
  We apologize for any problems or frustrations that Ms. *************** have experienced with A&E Factory Service. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints.
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************