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.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/11/2024
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 to repair the washer that is in warranty, 6 weeks old. A&E did trouble shooting and ordered parts, were supposed to show up on 08/29 to repair after receiving parts, and it was a no show by end of the day with no communication, rescheduled to 09/03 with a no show, rescheduled to 09/09 with a no show, now rescheduled to 09/24? which is 2 weeks later and 45 days since the issue occurred with no hope of showing up!!!! Escalated to ** and A&E with no resolution whatso ever. **'s Presidential Liaison team has been not communicating since the issue has been escalated. I need a Resolution from Both ** and A&E, if they are not capable to have a Technician come on time, they should allow us to use local repair guys or just replace my unit, it only 6 weeks since the purchase and it failed. @** and @AANDe VERY INEFFICIENT STAFF AND MANAGEMENT. These @ companies have given be utter stress and anxiety i past 26 days.
Business Response
Date: 10/15/2024
October 14, 2024

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ******* ***********

Dear BBB Customer Relations:

After researching the service history, we show ******* *********** has a Third Party Warranty. We confirmed there is a closed completed service order. If ******* *********** still requires repair assistance, they will need to open a new call as we are only an authorized service provider for their warrantor. We are unable to obtrude upon the warrantors actions and recommend that they contact them directly regarding the terms and conditions of their warranty agreement.

We apologize to ******* *********** for any inconvenience she has experienced and appreciate the opportunity to address this matter.Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Customer Answer
Date: 10/16/2024

Complaint: 22270084

I am rejecting this response because: Yes, I have this closed with *** but Because of this A&E irresponsible behavior we have lost 3 working days of wages in wait of their technician to arrive with no communication, In numerable calls with no information from them on why the technician didn't show up and their simple answer Technician wasn't available, and they couldn't pass on that information untill I called at the end of the day, this inspite of calling them day before to confirm the Technician will be here, and their representatives confirmed the same, This is very Irresponsible behaviour on part of this company and they shouldn't be doing Buisness at all. I seek compensation for the lost wages for 3 working days, ** didn't held any responsiobility for this company as they dont have control over them other than sending the order.

Sincerely,

******* ***********
Business Response
Date: 10/16/2024
October 16, 2024

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ******* ***********

Dear BBB Customer Relations:

We have reviewed Mr. ************ rebuttal complaint and would like to clarify that he has a Third Party Warranty. There is no direct line between the customers and A&E as we are only an authorized service provider for his warrantor. Mr. ************ warranty provider will assist with any communication, scheduling or compensation under their terms and conditions of his warranty including scheduling with another service provider in the area. Again, we are unable to obtrude upon his warrantors actions and we can only recommend that he contact them directly.

We apologize to Mr. *********** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:09/08/2024
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.
Initially scheduled for service March 22 2024. Business was contacted by home warranty company to repair dishwasher. For random power issues and cracked control face plate/cover. First tech fixed the random power issue, and ordered the replacement control cover. Following appointment 3 months later has a different tech who failed to correctly install the replacement control cover, and additionally damaged the handle by scratching it on the ground. We complained, tech ordered a new face plate, as well as a new handle. One month later, A&E rescheduled an appointment automatically even though we had confirmed the appointment. One month later A&E rescheduled the appointment on the day of without prior warning. Cancellation was made after 6pm. One month later, tech arrived and attempted to repair the control cover again, and replaced the handle. Currently, control cover is still not correctly installed, and is likely to fall off. I complained to the tech before he left, and demanded a managers contact info. He contacted his manager, and the manager declined to take the call. Additionally, the door to the dishwasher is installed too tight after tech had to remove and reinstall. Wife and I can no longer take time off for these appointments between no-shows, random rescheduling, and too many in general.
Business Response
Date: 10/09/2024
October 9, 2024

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ***** *********

Dear BBB Customer Relations:

After researching the service history, we show Mr. ********* has a third party warranty. If Mr. ********* still requires service, he may open a new call as we are only an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.

We apologize to Mr. ********* for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Customer Answer
Date: 10/10/2024

Complaint: 22257668

I am rejecting this response because: while I do have a third-party warranty, however the warranty company dispatched A&E Factory Services as a contracted business to repair the issue. Consequently, A&E failed to uphold their obligations, and failed to provide, or attempt to provide a contact with their organization when requested. Additionally, A&E services incurred additional damage to my appliance, and failed to provide any recourse for resolution.
A&Es attempt to project any wrong doing away from themselves, and redirect it to the warranty company displays either incompetence, lack of integrity, or a combination of the two.
I am still demanding like-item and same-cost new replacement, or cash compensation as the current appliance is beyond repair, and I refuse to have my time wasted for either A.) no show or B.) a same day cancelation.
If any person is seeking repair services, avoid A&E Factory Services like the plague.
***** is a male name. Amazing.

Sincerely,

***** *********
Customer Answer
Date: 10/10/2024

Complaint: 22257668

I am rejecting this response because:
I have complained to the warranty company about the services proffered by A&E. A&Es response was essentially parts ordered, customer is wrong.
There is no additional evidence to provide, as the evidence placing A&E factory service at fault is present in this discussion.
Hearing that there is no customer line available to contact A&E speaks significantly to the lack of concern over the performance and quality of the company.
The fact remains that A&E factory service is a faulty company, and the services rendered as a obligation to me via a warranty company based on contract acceptance places the fault and subsequent effects on A&E systems requiring no additional effort on behalf of the warranty company.
In an effort to execute my due-diligence, I will submit another complaint to the warranty company. This correspondence is to remain open, and forward facing to other potential customers of A&E systems.
It will persist that A&E is liable for the damages to my appliance and the demand made in previous correspondence remains the same. A&Es failure to rebuke the claims, or evidence provided in the initial complaint to BBB constitutes an acceptance of fault, but seeks tertiary means to ignore the issue.
The blatant lack of regard for customer relations, and seeking to only mitigate costs speaks to additional evidence of fault.
A&E has made no attempt to state the damage was not of their doing, consequently accepting responsibility for the damage, while simultaneously shifting the management of the issue back to a 3rd party not privy to this correspondence.
again, any potential customer of A&E ********************** service: avoid them at all cost.

Sincerely,

***** *********
Initial Complaint
Date:09/02/2024
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.
We have been trying to get our ** refrigerator repaired since July 1st. We contacted our home warranty company and they assigned A&E Factory Services/Sears Home Services. The 1st tech found that the compressor was bad and told me to contact **. ** worked with us to get A&E to order the part however A&E required another tech to diagnose the issue. The 2nd tech was able to diagnose the issue and order the parts. The parts arrived within 2 weeks and have been sitting in my garage since then. The 2nd tech also setup a service call on Aug. 22nd to complete the repair. However one of the parts is listed as backordered and there has been nothing from A&E other than a weekly email stating that the part is backordered and they are trying to get the part. This has been going on for almost a month now and their customer service just says that nothing can be done until they have the part. We are beyond frustrated with the lack of action on their part. The missing part is a $10 valve that can be purchased online. We have tried to resolve the issue by contacting them directly and also working through our home warranty company but nothing seems to help. At this rate, we are not sure how long they will continue to put us off and make us continue to go without a refrigerator. Any help that you could provide would be very appreciated. We have tried to be patient, but our patience is very much at its end. We would just like our refrigerator repaired.
Business Response
Date: 09/30/2024
September 30, 2024

Customer Relations
******* **********************
**************************************************************
***********************

Re: ***** ******
      File Number: 22228804

Dear BBB Customer Relations:

We have completed the investigation of Mr.******* complaint regarding the problems he encountered with the ** refrigerator repair.

We reviewed Mr. ******* complaint and contacted the local service unit for assistance. Our records indicate that the technician completed the refrigerator repair on September 28,2024.   Per the technician: Replaced compressor, dryer, condenser, and evaporator. Verified cooling.

Since we have confirmed that the repair is complete, we have closed our file.

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

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 10/02/2024

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:08/31/2024
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.
Business was hired by home warranty company to fix my AC unit on 7/14/2024.Took two weeks to come out in summer.On first visit they spent 10 minutes diagnosing issue and added Freon to system. System was on when they left, but stopped working within 20 minutes. Immediately called back. They did not come out for another approx 2 weeks.Replaced thermostat and messed with some wires. Couldnt figure out what was wrong and now says it is a defrost board. Board was ordered the same day Aug 9th, 2024. Part was available that day at supply house as tech ordered it in front of me.Technician said he would be it to the property on the 24th of August. He failed to show.A and E had it scheduled for Aug 29th. They failed to show or call to say no one is available.They then sent text message saying the part was not available (not accurate) at time of appointment but is now available. They want to reschedule for Sept ********** they said a tech would be onsite. Just received call at 1 pm saying tech is unavailable now and they will not be back until the 12th of Sept. I have lost faith that they have the ability to fix this issue in what would be a timely and professional manner. They do not that this seriously and I am asking for help in resolving this.
Business Response
Date: 09/16/2024
September 16,2024

Customer Relations
******* **********************
**************************************************************
**********************

Re: ****** *******
       File Number 22225164

Dear BBB Customer Relations:

We have completed our investigation of Mr. ******** complaint regarding the repairs he required for his Carrier Central AC unit.

We would like to clarify that we did not sell Mr. ******** his central AC unit nor are we the manufacturer or the obligor of his manufacturers warranty on his central AC unit. We are just the repair provider that his warranty obligor Select Home Warranty (***) contracted to provide repairs to Mr. ******** central AC unit 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 Select Home Warranty (SHW).

Upon receiving Mr.******** complaint, we contacted the local service unit for assistance. Our records indicate that the repair order was closed on September 12,2024. Per the technician, replaced defrost control board. Since we have confirmed the refrigerator repair is complete, we have closed our file.

We apologize for any problems or frustrations that Mr. ******** may have experienced. We appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 09/17/2024

Complaint: 22223936

I am rejecting this response because:
When testing the unit on sept 12th it was determined by their technician he had installed the wrong thermostat on the second visit. He had also changed where wires were installed.
Heat will not turn on even after his replacement of the thermostat that would not be compatible with my system. He now indicates a new thermostat wire is required and that someone would be in touch with me (either from my home warranty firm or a scheduler).
I still do not feel that the warranty request has been completed at this time since the system is not functioning and they have replaced parts that were not actually compatible with my system.

Sincerely,

****** *******
Business Response
Date: 09/24/2024
September 24, 2024

Customer Relations
******* **********************
**************************************************************
***********************

Re: ****** *******
       File Number 22225164

Dear BBB Customer Relations:

We have completed our investigation of Mr. ******** rebuttal.

We would like to clarify that we did not sell Mr. ******** his central ** unit nor are we the manufacturer or the obligor of his manufacturers warranty on his central ** unit. We are just the repair provider that his warranty obligor Select Home Warranty (***) contracted to provide repairs to Mr. ******** central ** unit 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 Select Home Warranty (SHW).

Upon receiving Mr.******** complaint, we contacted the local service unit for assistance. Mr. ******* will need to contact his warranty provider *** to create a new service order for the technician to return and service the ** unit.

We appreciate the opportunity to address this matter.

Sincerely,

***** ********
Regulatory Complaints Specialist
**********************************************************
Customer Answer
Date: 09/25/2024

Complaint: 22223936

I am rejecting this response because:
i Have engaged with a different firm. They have confirmed through diagnostics that the system was overcharged with refrigerant. The initial visit completed by A and E technician said the system was low on refrigerant and charged the system. It is highly likely that they overcharged the system at this time.
New firm has recovered refrigerant from the system and check for proper operation. They also found that the main condensation drain line was blocked and this was causing the system to trip (or something like this). They cleaned drain and they say system is up and operational. I have yet to confirm myself, but based on their feedback (they are HVAC certified) the system was overcharged and this was a problem.
At this point I am not seeking anything for A and E and would not allow that firm to work on any of my systems. Their lack of ability to efficiently and accurately diagnose and resolve issues they claim to be capable of handling is egregious. I was without AC for over 60 days during the summer months due to this firm.

Sincerely,

****** *******
Initial Complaint
Date:08/30/2024
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.
**** w/ company to fix water dispenser on refrigerator, Apr 8, 2024. They arrived, diagnosed problem. Did temp fix w/ no guarantees. Had them order new part and set up return appt to install. Paid in full for appts, labor and part.. total $473.78. No one ever returned. Called several times only to get recordings. When I finally spoke w/ real person she said would put tracer on order. Still nothing. Twice they did this. I even went to address given, only to find it was located in old ***** store. Closed couple yrs ago. Apparently this bus is also known as ***** home Services. 6-19-2024, spoke w/***. I explained to her all that had transpired and at this time just wanted my order cancelled and a refund issued for part and last service call. She said she would cancel order and a check should be issued within 7-10 business days. Nothing. 7-8-2024 spoke w/ Isa. She also said cancellation order needed to be done, then check could be issued. 7-23-2024 spoke ********** Explained to her everything from the beginning. Upon checking my file she said all cancellation was done 7-8-2024. I should have my refund within 21 days from then. Still nothing. Today is 8-29-2024. I want my refund!
Business Response
Date: 09/25/2024
September 25, 2024

Customer Relations
**********************
***********************************************************************************

Re: ******* *******

Dear BBB Customer Relations:

This letter will acknowledge receipt of the above referenced customers follow up complaint, which was referred to our office for response.
This matter has been forwarded to the appropriate ***** unit for investigation to determine what monies, if any, is owed. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. In addition, Ms. ******* will be contacted with the amount of credit issued. Please feel free to contact me if you have any further questions or concerns.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,
Ema C
Regulatory Specialist, Regulatory Complaints
imx integrated member experience

Customer Answer
Date: 09/29/2024

Complaint: 22216731

I am rejecting this response because: as of this date I have not received any communication from A&E Appliance or their ***** investigation unit as to their results or offered any refund for services that were never rendered by their company. Until some notification is made to me directly, I request my complaint, ID #******** remain open.
Sincerely,

******* *******
Business Response
Date: 10/29/2024
October 29, 2024

Customer Relations
**********************
*********************
*******, *******; 60611

Re: ******** ******* *******

Dear BBB Customer Relations:

We have completed the investigation of Ms. ******** rebuttal to the response we previously sent.

After reviewing Ms.******** response and our records, we contacted our service department and were informed that on September 30, 2024 a credit in the amount of $346.75 was issued back to the original form of payment. Based off the aforementioned, we have closed our files.

We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Ema C
Regulatory Specialist,Regulatory Complaints
***************
imx integrated member experience

Customer Answer
Date: 10/30/2024

Better Business Bureau:

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

Sincerely,

******* *******
Initial Complaint
Date:08/29/2024
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 submitted a claim to my home warranty for my refrigerator on August 11th. This was after we had already been without a working refrigerator for almost two weeks. A technician from A & E Factory Service was sent out on August 12th. He diagnosed it as a failed compressor and a replacement was needed. HE himself said verbally and in text that he would be back on August 28th to replace the compressor that had to be ordered. (Another two and a half weeks with no working refrigerator WITH FIVE KIDS!) I was also sent a service confirmation several times from ***** (A & E) that the appointment was set for the 28th between 8 and 12. Yesterday was the day of the appointment and my husband took off work to receive the technician. No one shows. I, of course, could not reach a real agent with ***** ************* with whom the service date was scheduled through. I finally got in touch with the technician who had came out for the initial call. He claimed that I was not on his list for the day, and mind you this is the same technician who had told me himself he was coming on the 28th. I called my home warranty to report this after failing to get anywhere with an explanation or solution with A & E. Next thing I know I am getting a reschedule notice sent to me from ***** ************ saying that they would be coming on SEPTEMBER 12TH---- UNACCEPTABLE!!! Over a month without a working fridge! I finally got a real person at A & E, and they said they were overbooked for the day and that the 12th was all that they could offer me but would put me on the emergency list. My husband missed a day of pay from work! No communication was given to us on this matter. I had to call all over to even be made aware that they had overbooked and were not coming. Had I not called, we wouldn't even gotten the reschedule. And the 12th of September? We haven't had a working fridge since the beginning of August. We have been out of so much money over this for temporary food to feed our family.
Business Response
Date: 10/01/2024
October 1, 2024

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ******* ****

Dear BBB Customer Relations:

After researching the service history, we found that service was completed on September4, 2024. If ******* **** still requires assistance,they may open a new call as we have performed repairs as an authorized service provider for their warrantor. We are unable to obtrude upon the warrantors actions and recommend that they contact them directly regarding the terms and conditions and/or for any reimbursement of his warranty agreement.

We apologize to ******* **** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:08/15/2024
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.
Refrigerator has been broken since June all attempts to fix the problem have failed , service technician never shows up are canceled visits parts are waiting here to be installed. Past visits to repair failed when they do show up, six tries since June and we have not had anyone solve the problem. A&E have been paid, they always cancel appointments leaving us with no refrigerator working.
Customer Answer
Date: 08/19/2024
see attachment/
Business Response
Date: 09/19/2024
September 19, 2024

BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

Re: ******** ******* *********

Dear BBB Customer Relations:

After researching the service history, we found that service was completed on September 3, 2024. If Mr. ********* still requires repair, he will need to open a new call as we are only an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.

We apologize to Mr. ********* for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.

Sincerely,

Regulatory Complaint Specialist
Initial Complaint
Date:08/09/2024
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 paid for a repair protection agreement to have a lawn tractor fixed. A scheduled repair for 5/19/24 was denied due to a paperwork error. A scheduled repair for 6/19/24 was cancelled to an over scheduling problem.A scheduled repair for 7/2/24 was botched by technician and another appointment had to be made.A scheduled repair for 7/30/24 and the technician planned to do the same procedure that was done on 7/2/24. Instead I protested and the technician evaluated the problem and parts were ordered and another appointment was made for 8/14/24 so that parts would be here. One the parts is not here and is not expected before 8/14/24 in which another appointment will need to be made that will take another 2 weeks if the part comes in. The hiring of someone to mow my lawn will exceed the cost of the purchase plan by that time. Replace mower or refund $499.99!
Business Response
Date: 08/29/2024
See attached
Customer Answer
Date: 08/31/2024

Complaint: 22119583

I am rejecting this response because: I have not received my $499 back for a service I am not receiving and my broken mower has not been fixed.

Sincerely,

*** ********
Business Response
Date: 09/26/2024
Mr. ******** is welcome to contact the protection agreement office directly at ************ to request cancellation of the agreement. We would like to note that the refunded amount would be prorated based on the age and usage of the agreement. Should Mr. ******** wish to continue with repair it has been scheduled for October 8, 2024.
Customer Answer
Date: 09/27/2024

Complaint: 22119583

I am rejecting this response because:
A&E Service Tech has torn the mower apart and left it in pieces and told me, "The engine is unfixable and A&E will replace the engine within 14 days or they will send me a brand new mower." It has been 16 days and A&E wants to give me a couple hundred dollars for a mower I payed $2,000 dollars for 3 years ago with an extra $500 dollars for a Home Repair Protection Agreement.
I will counter their offer asking that they prorate the $2,413 that was paid for mower and HRPA.. Pay me $844 for the last ************************************************* good repair which they have not.

Sincerely,

*** ********
Business Response
Date: 10/03/2024
Unfortunately, that is not an option. The offer made stands
Customer Answer
Date: 10/06/2024

Complaint: 22119583

I am rejecting this response because:
$200 is not an option for a $2,000 mower that your Service Tech has taken apart and left sitting in my shed. Honor your Repair Protection Agreement in a timely manner. A Service Tech is scheduled for Tuesday, 10-8-24. I will expect to see your Service Tech that day and hopefully my mower will be repaired on that day. I repeat, you received $499 for a contract to repair my mower when it will not run, please honor that contract.

Sincerely,

*** ********
Initial Complaint
Date:08/09/2024
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 GE Dryer. After one month, it quit heating. I called GE who referred the repair to A & E.It took a week to get an appointment. On the day of the appointment ( after waiting 8 hours because they will not give you a window of repair time other than 8-5), my appointment was cancelled by A and E at 4:00PM. One wasted day off from work where I received no pay and had to use personal time. They rescheduled for one week later. Technician came. It is a simple thermostat, yet he does not carry that part on his truck and has to order it. It will take a week. The technician reschedules the appointment for one week later. I asked him specifically if I needed to do anything about this appointment. He said no, it is on the schedule for next week now. Next week arrives, and I am told that I never called them to tell them the part came in so my appointment was cancelled. Now I have to wait another week. I have taken 4 unpaid days off of work. It has been more than a month. GE and their contractor ( A and E) have an obligation to fix the dryer in a timely manner. 30 plus days is not timely, especially when it is a dryer that is less than 1 month old.
Business Response
Date: 08/29/2024
Please see the attached response.
Customer Answer
Date: 08/30/2024

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:08/08/2024
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.
Scheduled a service call on 7/31 for 8/7. Then I get a text that night on 7/31 that they have an availability next day on 8/1. I thought cool my washer that has only 22 loads through it will be fixed. Took off of work to wait, and wait only to receive a text 10 minutes before the appointment window closed that my appointment for 8/7 is confirmed. Fast forward to 8/7 and once again a no show and another text 10 minutes before the window saying my appointment is now 8/14. Called their number only to have someone in ***** tell me they could not help me and hung up on me. I would not let this company fix a bicycle much less a $2k washer!
Business Response
Date: 08/27/2024
See attached
Customer Answer
Date: 08/28/2024

Complaint: 22111692

I am rejecting this response because: There is no response. All they said was the complaint was forwarded to the appropriate party. They never apologized for the lack of communication and no showing me. This company has a history of doing their customers like this.

Sincerely,

*************************
Business Response
Date: 09/04/2024
Please see the attached response.

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A & E Factory Services is BBB Accredited.