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:08/07/2024
Type:Order 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 case for air conditioner repair on June 24 with Choice Home Warranty. They assigned ***** to come address the problem. The technician who came misdiagnosed the problem - stated it was an electrical issue. We had PG&E come and they ran checks and all was working appropriately. ****** came back and repaired the disconnect box without our knowledge or consent and the problem was still not fixed. We paid for another repair company to come - 90 paid out of pocket - they said it was the unit itself and that it would have to be replaced. We have been calling ***** for almost 2 months to get this resolved and have been given the run around, the technician has written false notes which have delayed things even further. ****** was sent out again on august 7th despite ***** saying they would send a new technician. ****** arrived with a hostile attitude, arms crossed- and said he didnt want to hear the input from my husband. ****** once again put in false statements in his notes - stating we dont want to work with ***** - which was never said. He also over inflated the issue which has caused problems/stalling with Choice Home Warranty. My husband has spent at least 40 hours or more attempting to get this resolved with *****. This is NOT customer service, their technician has demonstrated abhorrent behavior, lacks the skill/knowledge to fix the problem. We need this addressed with urgent priority and professionalism. We have been experiencing a heat wave and this has caused health issues, Talking to agents that dont have the ability to creat an urgent response is not ok.
Business Response
Date: 09/09/2024
September 9, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we found that service was cancelled. Additionally, we do not show an open service order. If ********************* still requires assistance, she may open a new call as we are only an authorized service provider for her warrantor, Choice Home Warranty. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her 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:08/06/2024
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.
I contacted ***** Home Services/A&E Factory Services to initiate a service call, under our warranty coverage and an appt. was set for a tech to come to our house on 5/20/24. At the appt., the tech told us that he would order the parts, then have them delivered to his shop. He had us set up a follow up appt for 6/3/24 before he left the house, promising to be back once he had the parts. Tracking details supplied by ***** Home Services, that parts were delivered to an ******, ** location and showed our appt was still scheduled for 6/3/24 between 8a-12p, however no one showed up. An new appt was provided via text after 6/3/24 missed appt for 6/11/24 between 8am -12pm.The 6/11/24 appt. came and went again no tech showed up. On 6/26/24, I received a new text message stating that an appt was scheduled for 7/2/24 between 8am and 12pm, again no one showed up. On 7/17/24, I tried calling the automated service and it gave me an option to enter my order number, but the system kept stating they couldnt find the order. At this point, we took to ************ and found the ***** Home Services ******** page. ***** Representatives asked me to reach out and DM them with an explanation of my issue. After a week of trading messages with the ***** Representative, the missing parts mysteriously showed up at our house with the original tracking numbers on them, which showed they were delivered back in May. I reached back out via DM to explain parts arrived and received a message from the ***** Representatives that this was passed to the service department, and I would hear from someone within 48 hours. I received text notification on 7/29/24 that a service tech would be out to fix the washer on 8/1/24 between 1p-5p. Then on 7/30/24, I received a text message stating they rescheduled for 8/2/24. As the day progressed on 8/2, I monitored the link for arrival updates, only to watch them continually be pushed back, stating I was The next stop but no one showed up again.
Business Response
Date: 09/03/2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

September 3, 2024

Re: ***** *********
Reference Number: 22101358

Dear BBB Customer Relations,

We have completed the investigation of Mr. ********** complaint and his dissatisfaction that the washer was not repaired in a timely manner.

We received Mr. ********** complaint regarding the washer that still needing to be repaired. Our record shows the washer is currently scheduled to be repaired on September 17, 2024 and we will monitor the repair as needed. In interim, since we show that the repair has been rescheduled we ask to have this matter closed.

We apologize for any problems or frustrations that Mr. ********* may have experienced with ***** Home Services. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.

Sincerely,

***** ******
Regulatory Complaints Specialist
Email: ********************************************************************
Customer Answer
Date: 09/03/2024

Complaint: 22101358

I am rejecting this response because this complaint is not resolved until my washer is fixed. I will again look for a technician to be here for repairs on 9/17. And will follow up from there.

Sincerely,

***** *********
Business Response
Date: 09/17/2024
BBB Customer Relations
**********************
************************************************************
*******, *******; 60611

September 17, 2024

Re: ***** Breedlove
Reference Number: 22101358

Dear BBB Customer Relations,

We received Mr. ********** rebuttal to our response regarding the washer that was still not working.
Our records shows the service technician was at his house today September 17th to install the part and the washer is working properly at that time. Since the part had been installed and the call shows closed completed we will close the rebuttal.

We apologize for any problems or frustrations that Mr. ****************** have experienced with ***** Home Services. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.

Sincerely,

***** ******
Regulatory Complaints Specialist
Email: ********************************************************************
Customer Answer
Date: 09/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and after 4 months of cancelled appointments, thousands of dollars in lost vacation time for this company stringing us along the washing machine is finally fixed. This matter can now be closed.

Sincerely,

***** *********
Initial Complaint
Date:08/05/2024
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 have been waiting since April 2024 to have my freezer serviced. A service person came out and said I needed a compressor which I paid $1,080 for and then another service person came out and said my compressor was fine and it&#**;s my fan that needs replacing. I just need my freezer serviced and a refund for the $1,080.
Business Response
Date: 09/10/2024
September 10, 2024

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

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

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding her dissatisfaction that her freezer failed sooner than expected.

We apologize that **************** freezer failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.
After reviewing **************** complaint and our records, we contacted our service department and were informed that on August 14, 2024 all the ordered parts were installed on **************** freezer. Once this was done, the appliance in question was found to be in working order. 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
Transformco LLC
imx integrated member experience
Initial Complaint
Date:07/29/2024
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.
Purchased GE Washer and extended warranty Sept 2021 6/29 Washer machine breaks. Contacted New Leaf Services to schedule repair. Scheduled service for 7/2. Received text from ***** (aka A&E Factory Service) confirming appt.6/30 Received reminder text from A&E regarding appt on 7/2 and to confirm. 7/2 Received text confirming appt and that service technician was on his way. Received phone call from tech also. Tech arrived. Parts needed to be ordered. Due to holiday weekend parts should arrive either 7/5 or 7/8. Tech would call on 7/8 to confirm if we had the parts. Received text confirming service appointment for 7/8 between 1pm-5pm.7/8 No call 7/11 Contacted New Leaf to check status. They were having issues finding all the parts. I was told that A&E did not have any of my contact information to update me on status. Now that they do and I would receive regular updates. Did not hear from A&E. SO how did I get texts and calls from them and the service technician?7/15 Called again. No new information. Tried calling A&E directly. Could not reach a live person. Called New Leaf back. They would outsource to find the parts. 7/22 Called again. No new information.7/24 Called again. They found the parts and the parts would be expedited to my home and I would receive a tracking number within 24 hours. Never received a tracking number.7/26 Parts arrived at my home. Contacted New Leaf to schedule the repair. Scheduled for 7/30 between 1pm-5pm and I would receive confirmation. Never received confirmation.7/29 Contacted New Leaf to make sure the repair appt was still going to be on 7/30. I was told that A&E rescheduled my service appt to 8/12. They had no other appt available sooner. New Leaf representative said they would try to find another service provider.
Business Response
Date: 09/03/2024
September 3, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we found both service orders were canceled and we do not have any open service orders. If ********************** still requires repair, she may open a new call as we are only an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her 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:07/22/2024
Type:Billing 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.
This complaint was taken via phone call with a H363137**3238313831H **** The complaint details were recorded and then transcribed.Consumer:I called ***** to see if they could fix my my washing machine. They got a hold of one of their service techs, ****.He came out the 20th, opened the top of my washing machine and said, oh, there&#**;s a problem, didn&#**;t test nothing and came back to the table and told me that&#**;s going to be $265.33 for that part. And I thought, oh, something just don&#**;t sound right. But he was only here for about 20 minutes and then he left. I called since it was too late to call back to *****. I waited till the 21st and I called back and I wanted to cancel that. And ******, I talked with ******. On the 21st of June. And she told me that part was only was only $69. I said well. Why has he charged me 265 for it is that she said. I don&#**;t know. So. I told her. I said I want to cancel. The whole thing. And she told me that.Seven to 10 days I would receive my money back.And I weighed it. And that was money returns. She was in that office. So I waited 7-10 days. I never received.My money back. So I waited till the 3rd and I called back and the number then was.************ and I talked with ****. At their retention office and she told me that their direct number was ************. So. She told me that as soon as she got off the phone, she was going to send how much? The money back that I was going to receive back. And since the party got sent to me by accident, she was going to have somebody come and pick it up. I never received anything on my Gmail.Then I tried to call back to that 800 number and it was completely bogus. It took me back to the customer service. And they told me that. That they were going to send somebody out here to pick up this box and that I would receive. My $265.33 back on my card.Then I called back and I talked with another lady. They told me that I have to pay myself to send this back. To send this part back. And I&#**;m totally upset. Every time I call I talked to a different person. They give me a different answer. Sometimes I&#**;m on hold for two hours to talk to somebody. H363137**3238313831H **** So I need you to certify this. I authorized the business to communicate with the H363137**3238313831H about my complaint and to disclose to the H363137**3238313831H any personal information related to the complaint including the following, if applicable, a information about a transaction or payment. Student records and see information about an alleged debt by submitting your complaint to the H363137**3238313831H you authorized to authorize the H363137**3238313831H to share information provided by you and the businesses involved, business or businesses involved with other BB&#**;s and with third parties such as regulatory agencies and law enforcement.Authorities the text of your complaint and the responses from both the business and consumer will be publicly posted on the H363137**3238313831H website. H363137**3238313831H reserves the right to not post in accordance with H363137**3238313831H policy. Please do not include any personally identifying information by submitting your complaint, you have represented that it is a truthful account of your Experience with this business H363137**3238313831H may edit the complaint or responses to protect privacy rights and to remove inappropriate language. Do you authorize that?Consumer:Yes, I do.H363137**3238313831H ****OK. And today is July 22nd, 2024, correct?Consumer:Correct.
Business Response
Date: 08/20/2024
Transform ********************* LLC

August 20, 2024

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

Reference File # ********- *****************

Dear BBB Customer Relations;

We wanted to provide you with an update regarding the investigation of ************** case, our team has diligently looked into the matter, and we appreciate your patience throughout this process. Rest assured, we are working to resolve the issue as quickly as possible.
At this stage, we require some additional time and information to thoroughly review all the details and ensure a comprehensive resolution. Please be assured that his satisfaction remains our top priority. We anticipate being able to provide you with a more detailed update shortly. In the meantime, if you have any questions or concerns, please don't hesitate to reach out to me at *****************************
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

Sincerely,

*************************
Regulatory Complaints Specialist
Initial Complaint
Date:07/18/2024
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.
An A&E Factory Service Technician came to service a repair at what I believe to be my neighbor's house at ********************************************************* in ***************** ***** and left at approximately 1:59PM EST and left a bunch of trash on my private property front lawn including boxes and other trash. He dumped trash on my private property. I called three different numbers and not one was able to take a complaint OR contact the driver to request they return to pick up the trash they had dumped. This is unacceptable! This is a community of privately owned homes and it is against HOA to dump trash like that not to mention it was on my personally owned private property that this driver did that. Not being able to reach anyone by phone to file a driver complaint is also unacceptable.
Business Response
Date: 08/17/2024

August 17, 2024

Better Business Bureau
Customer Relations
************************************************************
*******, *******; 60611

Reference File # ******** *******************

Dear BBB Customer Relations:

We have completed the investigation of ************** complaint regarding her dissatisfaction that the technician did not remove/dispose of the boxes after he completed the repair at her neighbors home.

According to the photo that ************ provided, there are some boxes by the curb next to the technicians van. We want to apologize if our technician drove off without putting the boxes or trash into the van before driving off. It is standard procedure for our technicians to remove any trash or boxes prior to leaving the service location. We reviewed the service order related to the address near ************** residence and found the technician assigned to the service visit. We want to assure ************ that her complaint has been sent to service management for review and it will be handled internally.

Since several weeks have elapsed since the service visit on July 18th, we can only assume that the boxes have been disposed of. However, if ************ still needs our technician to return and remove the boxes, she can contact me at ************************************. With that being said, since we have addressed the issue brought forth in ************** complaint, we have closed our file.

We apologize for any problems or frustrations that ************ may have experienced with Sears. 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 at **************.

Sincerely,

***************************
Regulatory Complaints Specialist
Initial Complaint
Date:07/18/2024
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 repair was scheduled to come to my home to fix the washer. The technician and I spoke to ensure he had the right parts with him upon arrival so he could fix the washer on the same day. Another technician came over the following day with no parts. The technician ordered the parts and said he'd be back the next week for installation. The following week , on 7/17, the technician did not show up between 8-12. I called at 12:30 but could not get anyone on the phone until 2:30pm. At 2:30, the representative said the technician would give me a call within 2 hrs. Unfortunately the technician did not call. At 6pm, I called back and stayed on hold for 40 minutes then hung up. On 7/18, I called back to explain what happened. The technician was able to see the following day's occurrences on her end but could not guarantee that a technician would come out on the same day. The soonest appointment would be on 7/22. I asked if the issue could be escalated to a manager or supervisor given the no call and no show the previous day but the technician said she was the only point of contact. So I have no choice but to wait an additional few days for a service that should have been rectified on the first day they came out.
Business Response
Date: 08/19/2024
August 19, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we found that service was completed on July 22, 2024. If Ms. ****** still requires assistance, she may open a new call as we have performed repairs to her appliance as an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.

We apologize to Ms. ****** 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:07/16/2024
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.
My ************* refrigerator went out on March 17, 2024. The refrigerator is less than 3 years old and we have a protection agreement. At first they couldn't find the protection agreement due to changing computer systems ( or so that is what we were told). The came out and charged us $128.62 because they hadn't found the agreement. With help, they finally found the protection agreement and are supposed to return the $128.62. Which they have not done. My refrigerator has not been repaired or replaced either. They claim they can not get one of the parts. I have called repeatedly, but same story. They make an appointment for ************* to come out, but they know the parts are not here. So NO SHOWS. Do not know where to turn. It does no good to call and frankly when you do talk to someone it is very hard to understand them. We are elderly and really would like to get this issue over with. Any help would be appreciated.
Business Response
Date: 08/14/2024
August 14, 2024

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

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

Dear BBB Customer Relations:

We have completed the investigation of Mr. ******** complaint regarding his dissatisfaction that his fridge failed sooner than expected.

We apologize that Mr. ******** fridge failed to meet hisexpectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.
After reviewing Mr. ******** complaint and our records, we contacted customer service and were informed that ****************** was authorized for a replacement.Records show that he was provided a coupon code via email to select a new model. Once he selects, he needs to respond to the email that was sent to him to have his replacement processed. Since we have confirmed that ****************** has direct contact to further assist him with his replacement, 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
Transformco LLC
imx integrated member experience
Initial Complaint
Date:07/11/2024
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.
The business first arrived for a diagnosis of an issue with a refrigerator. They ordered a part and had us pay ahead for the second service visit to install the new part. The business then cancelled the appointment three times without notification then on the fourth appointment did not show up. They do not have an actual contact number to call to complain or request a refund for services not rendered.
Business Response
Date: 07/30/2024
July 30, 2024

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

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. Upon completion of our investigation, your office will receive a response to confirm resolution of the complaint. 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: 07/31/2024

Complaint: 21977375

I am rejecting this response because:
The business has not yet provided an amenable resolution or services rendered for the issue at hand
Sincerely,

***************************
Business Response
Date: 08/20/2024
August 19, 2024

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

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

Dear BBB Customer Relations:

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

After reviewing Mr. ****** response, we contacted customer service and were informed that a credit in the amount of $100.00 was issued back to the original form of payment. We ask ************* to allow 7-14 business to post back to the original form of payment.Since we were able to confirm that ************** has been credited accordingly, 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
Transformco LLC
imx integrated member experience
Customer Answer
Date: 08/20/2024

Complaint: 21977375

I am rejecting this response because:
Though the business has provided the refund, the file has not been closed as they continue to contact us regarding services which have not been provided.
Sincerely,

***************************
Business Response
Date: 09/07/2024
September 7, 2024

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

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

Dear BBB Customer Relations:

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

After reviewing Mr. ****** response, we contacted customer service to cancel any open service order for ************* to stop any future calls. 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
Transformco LLC
imx integrated member experience
Customer Answer
Date: 09/09/2024

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:07/09/2024
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 opened a claim with my home-warranty company and they assigned the claim to A&E/Sears Appliance Repair in April 2024. The technician came and looked at dryer and ordered the ordered the part. That part didnt work, it was the wrong part. He re-ordered part and 2 weeks when he returned that part still didnt work. He then ordered a fuse but the technician was a no show for 2 scheduled appointment where we waited for him at home for 12 hours each time. I called and requested a different technician but 2 weeks later they sent us same one again. He was very rude from the time he entered my home. He complained my house was too hot but my house is 72 degrees. He put the fuse in and screwed the front panel back on crooked. My door was also scratched by the technician. When my husband asked him if he was going to leave the panel crooked, the technician had some choice words for my husband and my husband told him take your s*** and get out!. At this point, the tech took his body and slammed into my husband knocking him into the wall. They were in a hallway at this point so there was more pushing by the tech with my husband blocking him from taking the control panel that was ordered since we had no proof our dryer worked at this point. I asked the tech to leave and I called the police and got a report. My dryer still does not dry my clothes all the way. Because you cant talk to a person with A&E/Sears, we sent an email to corporate and received a phone call from a manager in the **************** who was going to read our 3 month long file. She agreed that 3 months was entirely too long and that they should not have sent this tech back to my house. She said to give her 24 hours and she would get back with me a resolution. The next day she called to tell me they were taking the word of their technician over ours because he was employed for 8 years with them. She cancelled our job all together. I have a dryer that doesnt work and is now damaged.
Business Response
Date: 08/08/2024
August 8, 2024

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

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

Dear BBB Customer Relations:

After researching, our records indicate that ************** had previously been in contact with our escalations department. The escalation team explained that the service department would not be sending a technician back to her home. Service requires a safe and accessible working environment. If these conditions are not met then we may refuse to conduct business. Based upon the history of the work environment, the tech manager does not feel comfortable sending another tech to the home. Finally, we had our billing department process a refund on July 13, 2024, back to the credit card ending in 9463. This information has been relayed to ************** Third Party warranty company and we advised that they will need to contact another service provider. In the interim, since a refund has been provided, we have closed our file.

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

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A & E Factory Services is BBB Accredited.