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

  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

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:06/09/2022

  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.

  Problem with A&E factory service Took 2 months to get a part Waited since April. Part was installed last Friday.Fridge still does not work. I ha love spent hours on The phone with A&E and ** and at ********** customer service. No food in Fridge since April. Now A&E says they do not have a Work order from ** So yesterday a new fridge was delivered from ****** cost $2000.I expect ** and A&E to reimburse me for the fridge and spoiled food ********** the fridge which is now out of warranty. ********** extended warranty states repair I 2 days

  Business Response

  Date: 06/20/2022

  June 20, 2022
  
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: *************************
         File Number 17338388
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits.The pandemic has also impacted repair services, availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of Ms. ******** complaint regarding the repairs she requires for her ** branded refrigerator.
  
  We would like to clarify that we did not sell ****************** her refrigerator and we are not the manufacturer or the obligor of her manufacturers warranty on her refrigerator. We are just the repair provider that ** contracted to provide repairs to Ms. ******** refrigerator so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of her warranty which in this case is **/Home Depot.
  
  We did initially accept the contract from our client ** to repair Ms. ******** refrigerator and our records indicate that the repairs to the refrigerator was completed on June 3, 2022. The tech notated that the grill assembly was installed, tested and working properly. Since the refrigerator is in working order, we have closed our file.
  
  We apologize for any problems or frustrations that ***************** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

  Customer Answer

  Date: 06/20/2022

   
  Complaint: 17338388
  
  I am rejecting this response becauseThe fridge did. It work when It was supposedly repaired

  It still is not working

  That is the reason I filed the complaint

  I still need the fridge repaired
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/21/2022

  June 21, 2022
  
  
  Customer Relations
  ******* **********************
  330 ****************, Suite #****
  *******, ******** 60611
  
  
  Re: *************************
         File Number 17338388
  
  Dear BBB Customer Relations:
  
  We have completed our investigation of Ms. ******** rebuttal to a response we previously sent.   
  
  Upon receiving her rebuttal, we contacted the local service unit for assistance.  We were informed that the refrigerator is still under warranty and no warranty with A&E, ***************** will need to contact ********** or ** for a solution, to reschedule the repair.  Accordingly, we have closed our file.
  
  We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************
  
  

  Customer Answer

  Date: 06/22/2022

   
  Complaint: 17338388
  
  I am rejecting this response because:
  

   

  The fridge is not still under waranty. ********** and ** wil not help me. They can not repair the fridge. It is A&E responsiblitity to see that the repair started in Aprilis done properly so that the fridge will work. Not just replace a part and hope. The part could be defective or something else is wrong. This repair is unacceptable
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/07/2022

  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 was a ********************* customer and purchased countless ***** appliances over 30 years. A E is listed as the authorized repair/warranty provider for ***** Appliances. My compressor on my ******* **** refrigerator broke and is under warranty. A technician from AE came to my house, confirmed my diagnosis and ordered parts. I was responsible for Labor which they charged me $528.85 for. I paid the labor up front. I received the new parts and made an appointment for them to be installed. (A E order number ***************) A E has failed to return for the two appointments I have made. Each time, they say they are going to be late and then AE cancels the appointment. I have read numerous similar complaints of AE doing this to a plethora of other customers. I would like the BBB to contact A E and have my money fully refunded for their failure to provide a service that I paid in advance for, as well as for the time my wife and I wasted waiting for a technician who never showed and lied to us saying he would be there in 30 minutes.

  Business Response

  Date: 06/15/2022

  
  June 15, 2022
  
  Customer Relations
  **********************
  330 ****************., Ste. #****
  *******, **  60611
  
  Re:  # ******** ***********************
  Unfortunately,due to extraordinary circumstances surrounding COVID-19 we have seen delays in all areas of customer and technical service. We are also experiencing a shortage of staff and service techs due to furloughs, the illness or the need for isolation per state mandates and/or furloughs which is seriously affecting all aspects of business. Everyone is feeling the effects of this pandemic.Please be assured that we are doing the best we can with the available resources.
  Dear BBB Customer Relations,
  We have completed the investigation of *********** request to be refunded for the charges on the repairs on his refrigerator.
  
  It seems that **************** was dissatisfied with our appointment availability and scheduling system. We would like to note that while we attempt to provide appointments that are convenient for our consumers and expedite the time frame when we can, it is not always possible. We would like to apologize to **************** for failing her expectations.  We do not take these matters lightly and we sincerely regret any inconvenience we may have caused him. 
  We have contacted the service unit, and we have been advised that, **************** was provided a refund for the service that was not completed. A refund in the amount of $393.45, the trip charges are not refundable,the refund was processed on June 15, 2022, we would note that it can take 2-3 weeks to receive the check and if he has not received it within that timeframe he is welcome to email me for assistance at ****************************** With that being said, since we did provide **************** with his requested resolution, we have closed our file.  
  
  We apologize for any problems or frustration that **************** have experienced with Sears.
   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: 06/30/2022

   
  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:06/07/2022

  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.

  First appointment was on 5/13/22 and the technician came to fix my freezer drawer and said they had to order a part. 2nd appointment was on 5/27/22 the second technician came and it was very clear right away that he did not know what he was doing. He was very nice and tried, but the issue lies with A&E as he needed more training and needed to be better prepared. He did not know what the issue was, and for about half an hour he could not get the old parts off. He did not have the correct drill bit to remove the old parts. I had to ask him what was wrong and then go and get my set to give him the correct one. He did not know how to replace, called multiple other technicians and hours and hours later could not get the current parts apart and replace with the new ones, so at the end he told me that they ordered the wrong parts and he had to order new ones. I asked him to grease the door hinges to make the door open a little easier and stop squeaking at least and he said he would go and see if he had anything in the van but it appears he did not have it. Found an extra s**** left out after he left. A&E wasted 1/2 day of mine, kept my freezer open for 3-4 hours and made me lose a day of work for nothing. I asked to speak to his supervisor and he told me ok, right after he put everything back together but came in and said I could not talk directly to his supervisor ***** but I would need to call the main number. I made five calls for about 1 1/2 hours, was given a different number, got transferred 3 times and everyone saying I needed to speak to someone else, and was finally hung up on the last time.I'm requesting $400 compensation for A&E making me lose a day off of work and keeping my freezer open for hours because the technician was not trained nor prepared with the correct tools to fix my fridge. I'm asking for an experienced technician for the next repair on June 13th and that a trained technician verify the correct parts were ordered before that visit.

  Business Response

  Date: 06/15/2022

  June 15, 2022
  
  
  Customer Relations
  ******* **********************
  330 ********************************************************************************* 60611
  
  
  Re: ***********************
        File Number 17327945
  
  Dear BBB Customer Relations:
  
  Before going further, we do want to note that due to the ongoing COVID-19 pandemic, we are experiencing longer than normal response times to work with a representative. We have been impacted by the global supply chain shortage which has caused delays in processing concessions and benefits. The pandemic has also impacted repair services,availability of parts, and delivery of replacement products. We apologize for any delays and inconveniences resulting from this pandemic. We are doing our very best to provide the services as safely and quickly as possible including our responses to complaints such as those filed with the BBB. We appreciate everyones patience.
  
  We have completed our investigation of Mr. ******* complaint regarding the repairs he requires for his GE branded refrigerator.
  
  We would like to clarify that we did not sell **************** 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 GE 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 GE.
  
  We did initially accept the contract from our client GE to repair Mr. ******* refrigerator and our records indicate that the repairs to the refrigerator was completed on June 13, 2022.  The tech notated the failed freezer drawer slides were replaced and checked okay.   Since we have confirmed that the repair is complete, we have closed our file.     
  
  We apologize for any problems or frustrations that **************** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************

• Initial Complaint

  Date:06/06/2022

  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 Services came to check my new A/C window unit (***** BTU). Only fan & control panel lite up. Technician ******* decided to remove unit to check inside. He let the unit fall out of the window (7-1/2' to 8'). He then said he thought it would still work and to get my outlet fixed and plug it in to see if it works. He was not going to tell A&E about the fall unless it didn't work. A & E has transferred my call approximately 6 times or hung up. I need help with this.

  Business Response

  Date: 06/16/2022

  June 16, 2022
  
  Customer Relations
  ******* **********************
  330 ********************************************************************************* 60611
  
  Re:  ***************************
        File Number 17323776
  
  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 Frigidaire window AC unit. 
  
  We would like to clarify that we did not sell ************** her window A/C and we are not the manufacturer or the obligor of her manufacturers warranty on her window A/C. We are just the repair provider that Frigidaire contracted to provide repairs to Ms. ****** window A/C 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 Frigidaire.
  
  With that said, upon receiving Ms. ****** complaint,we contacted the local service unit for assistance.  Our records indicate that the technician completed the repair on the A/C on June 14,2022.  The technician notated he diagnosed the issue and no problem was found.  Since we have confirmed with the service technician that the service is complete, we have closed our file
  
  We apologize for any problems or frustrations that ************** may have experienced with A&E Factory Service. We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***************************
  Regulatory Complaints Specialist
  *******************************************