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

565 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:07/07/2024
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.
Hi All our appliances are covered under A&E Factory Service Master Protection Agreement..I have had the master protection agreement since last 12 years and paid thousands of dollars for the coverage..In last 6 month the Dishwasher, refrigerator, range hood, washer and dryer have stopped working..We had all the appliances serviced by A&E Factory Technician, they figured out the issues and ordered the parts.. the parts were delay due to A&E Factory part ordering systems were down, I called to place an investigation on the parts, I was told that the parts were not available and A&E Factory Service has escalated the the issue and the appliances were going to be replaced.. since June 1st I have been calling and the only response I get from the escalation team is some one from the replacement team will contact me..A&E Factory Service Promised to reimburse me for the food and groceries damages due to the refrigerator not working, I have not received a dime..A&E Factory Service Promised to reimburse me for using the outside laundry service.. I havent received anything lately I am not happy with the way A&E Factory Service is handling my issues..Please have the appliances replaced.. we have kids in house and it is not possible to do groceries every other day
Business Response
Date: 08/06/2024
August 6, 2024

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

Re: *********************
       File Number 21952657

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding the problems she encountered with her appliances.

Our records indicate that as of July 8,2024, ************** a replacement refrigerator valued at $1199.99 and she was emailed the authorization code on July 10, 2024 to order her replacement refrigerator online. Our records also indicate that as of June 20, 2024, she was authorized a replacement washer valued at $649.99, she was emailed the authorized code for the replacement washer on August 1, 2024.

We contacted the repair leadership and was advised that the dryer is currently schedule for repair on August 13, 2024. Regarding the range, the part needed for the repair is on backorder, leadership has submitted a replacement request and awaiting an update. Once the update has been received, Ms. ***** will be contacted via email to confirm if the replacement was approved or not and provided an authorized amount if approved. If she has any questions, she can contact me at the email listed below.

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

Sincerely,
************************;
*******************************************
Initial Complaint
Date:06/25/2024
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 waiting for our dryer to get fixed, they ordered the parts but it has been a month now and its not yet fixed. They dont call or send any updates. Parts has not even arrived yet.
Customer Answer
Date: 06/26/2024
Sears dispatch # *********
Intial visit was May 20 in which they said that control board and heating element is needed to be replaced. Parts was ordered on May 24 and after a week control board part was delivered to my house. Second appointment was June 12 in which I told them that I only got the control board part, they rescheduled June 24 but the parrs has not been ordered. I called them alot of time but cant get a live person to talk too. Up to now I dont have any status of the repair of if the parts are coming. No call back from A&E, nothing.
Business Response
Date: 07/24/2024
July 24, 2024

Customer Relations
Chicago Better Business Bureau
****************************************************************
***********************

Re: *****************************
       File Number 21902398

Dear BBB Customer Relations:

We have completed our investigation of **************** complaint regarding the repair he required for his ******* branded dryer.

We would like to clarify that we did not sell nor are we the manufacturer or the obligor of **************** manufacturers warranty on his dryer. We are just the repair provider that American Home Shield (AHS) contracted to provide repairs to Mr. *********** 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 American Home Shield (AHS).

Upon receiving his complaint, we contacted ************** via email to confirm if he had received the tech ordered parts so we can move forward in scheduling a technician to return and install the parts. He confirmed the parts were received the week prior and we proceeded and scheduled an appointment for Monday July 22, 2024, ************** agreed on the appointment date.

As of July 17, 2024, our records indicate that ************** requested to cancel the repair order scheduled for July 22, 2024. When contacting him to confirm the cancellation, he confirmed the cancellation because it took more than a month before he got any response and he had to go and file a complaint with BBB before any action was done. Since we have confirmed the repair was cancelled and no further assistance is needed, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 07/25/2024

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. And just to be clear when I was waiting for the parts to come in which took almost two months, they never sent any update they did not even bother to contact me or anything. also when calling them all you get is a recording and then the line would cut off.

Sincerely,

*****************************
Initial Complaint
Date:06/11/2024
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.
I have complained previously for same problems but I can't get this company to come or properly fix problems with washer and dryer I filed with BBB about issues then the company contacted me and said they would get resolved and since they haven't shown up for 3 apps now... when I came the customer service representative says in the system that they showed up and I was gone which is not true I have 3 ring cameras with footage that show they didn't come ......now they ran my warrantee to where it expired and want me to pay almost 500 dollars to renew it to get them fixed....even though they refused to come and repair for over 2 years during covid....I'm at the end of my rope with ***** and A and E and want my money pack ....enough is enough.
Business Response
Date: 07/03/2024
July 3, 2024

Customer Relations
******* **********************
*****************************2006
***********************

Re: ***********************
      File Number: 21836048

Dear BBB Customer Relations:

We have completed the investigation of **************** complaint regarding the problems she encountered with the washer repair.

We reviewed **************** complaint and contacted the local service unit for assistance. Our records indicate that the technician service the washer on June 12, 2024, according to the technician: bad drum bearings and inner drum shaft, ordered parts and rescheduled. The technician ordered the 4 parts needed to repair the washer. All ordered parts were delivered on Thursday, June 18th & June 20th 2024, via UPS. As of July 2, 2024, the technician completed the washer repair. According to the technician he installed rear tub and bearing assembly, tested, working normally.

Regarding her request for a refund, **************** warranty Master Protection Agreement (MPA) expired on May 30, 2024, therefore a refund is not an option.

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

Sincerely,

***************************
Regulatory Complaints Specialist
*******************************************
Initial Complaint
Date:06/11/2024
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.
Our recently purchased GE refrigerator stopped working 4/15/24. We contacted GE since it is under *************** scheduled service with A & E. ******* have scheduled 6 appointments & ordered 2 different parts with A & E but the service technician has only shown up twice - once to tell us we needed a compressor & once to install the relay that wasn't going to work. We have the compressor but no repair technician showed up or contacted us today (6/11/24) despite having an appointment for him to do so. The technician made the appointment with us, we called the company to confirm the day prior to the appointment, the technician didn't contact us or show up so we called A & E and GE and they just said we need to reschedule. We have been without a fridge for 2 months. We have taken the 4 days off & waited around all day for someone to call or show up for our appointments but they don't. We want a repair technician to show up to install the compressor & repair our fridge.
Business Response
Date: 07/11/2024
July 11, 2024

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

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

Dear BBB Customer Relations:

After researching, we found that **************** has a third party warranty with GE. If **************** 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 **************** 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: 07/18/2024

Complaint: 21835514

I am rejecting this response because:
1 - It does not address the original complaints of not showing up for numerous scheduled appointments with no contact informing us they were not coming. 2 - Not showing up to install the refrigerator compressor kit and air dryer they ordered for an appointment the technician made and when called stated they were waiting for parts which we told them were already delivered to our house. Part numbers were even relayed to them of what arrived but they refused to say what part they were waiting for. No other parts ever arrived and no techs ever showed up. GE rep ****** all parts were shipped and reported as arrived.
Sincerely,

***********************
Business Response
Date: 08/07/2024
August 7, 2024

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

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

Dear BBB Customer Relations:

We have reviewed **************** rebuttal complaint and can only apologize for the inconvenience he experienced. Our records show multiple attempts to contact **************** to no avail. The latest attempt was in July to retrieve parts but again there was no answer. **************** will need to contact his Third Party warranty GE to open a new service call in order for our technicians to assist as we do not have access to GEs system or procedures. Again, 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 **************** 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:06/11/2024
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.
I contact led ***** which then had repair man from a&e factory service to fix dryer not heating. The repair man came out on may 25,2024 was here less then 5 minutes saying it was the heating element gone bad. He then ordered the part and said it will be shipped to my house and setup appointment for installation on June 12,2024 but the part still has not shown up. I have tried to call ***** automated voice answers and then tried to call repair man but goes to voicemail and his voicemail box is full and I cant get a hold of him as of June 11,2024.
Business Response
Date: 07/07/2024
Transform SR ******* ********** LLC

July 7, 2024

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

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

Dear BBB Customer Relations;

We have completed the investigation of Ms. *********;complaint regarding her dissatisfaction with the delay on the repairs of her dryer.
We understand Ms. Cox dissatisfaction however, our records indicate that Ms. *** refund was processed on July 3, 2024 for $293.77, back to her card ending on 5214. Please note that it may take anywhere from 1-5 business days for the refund to post to her account,depending on her card issuer's policies. If Ms. *** has not received the refund within that timeframe, she is welcome to email me for assistance at ***************************** .With that said, we have closed our file on this matter.
We apologize for any problems or frustration that Ms. *** may have experienced with ***** Parts Direct 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
*****************************
Initial Complaint
Date:06/08/2024
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 an extended warranty on a GE washer through Assurant. The machine is now a few months over two years old. It makes a huge amount of grinding noise while in the wash cycle. I filed a claim with Assurant on line (which is the ONLY way to do this - no humans) to have some work done on April 29. They sent one guy out from ***** A&E who seemed to know what he was doing. He ordered a motor for it and it was installed but that didnt fix it. Now they say its the transmission which was supposedly ordered.twice. It never has come and I have had three repair appointments which have been cancelled by text. Since I cant talk to anyone I dont have a reason for this and am tired of waiting. I want my money back for this stupid warranty so I can apply that to the cost of a new washer.
Business Response
Date: 06/28/2024
June 28, 2024

Customer Relations
******* **********************
********************************************************2006
**********************

Re: ***********************
      File Number 21820985

Dear BBB Customer Relations:

We have completed the investigation of Ms. ********* complaint regarding the repairs she requires for her GE washer and her request to cancel and receive a refund for her contract.

We would like to clarify that we did not sell nor are we the obligor of the manufacturers warranty on Ms. ********* washer. We are just the repair provider that Assurant
contracted to provide repairs to ******************** s washer so they could fulfill their warranty obligations. Any questions or requests regarding the warranty coverage, including requests for a different service provider, a replacement or even a refund, would need to be directed to the obligor of his warranty which in this case is Assurant.

We reviewed Ms. ********* complaint we made contact with her on June 27, 2024, via her ******************* advising that we would not handle cancelling her warranty contract with Assurant, we are just the contracted repair provider and do not administer her warranty. She would need to reach out to ******** to request a refund of her contract.   We also inquired if we could move forward in trying to locate the parts to finish the repair or we can cancel the repair order and arrange to have the parts she received picked up.

******************** replied and stated that she has a repair appointment currently scheduled for July 3, 2024. She has been in touch with Assurant and have a claim open with them.

We will continue to monitor the repair until complete.

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

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 06/28/2024

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. The reason for this is that I have received a settlement from ********. No sense in prolonging the issue. The bottom line is still the same - your service is lousy and customer contact is nonexistent.
The fact that I have been without my washer for 60 days is totally unacceptable.

Sincerely,

***********************
Initial Complaint
Date:06/07/2024
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 without a refrigerator for almost 2 months. A&E came out once and diagnosed the problem. After determining the parts were warranted by ** A&E was again requested to come out. I had an appointment scheduled for May 31, 2024, but no one showed I had another appointment scheduled for June 7, 2024. Also, no one showed, I called the customer support line numerous times and asked to speak to a supervisor and have been told that one will call me back within one to two hours. I have called at least four times and been told the same thing. No supervisor has called. I have wasted two days sitting here waiting for a technician to show up , and they never have. My refrigerator is still not fixed. I now have two additional appointments scheduled one for the end of June and the other for July 5. This is unacceptable.
Business Response
Date: 06/28/2024
June 27, 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: 07/01/2024

Complaint: 21820155

I am rejecting this response because:

there is no contact information provided. My refrigerator is still not fixed

Sincerely,

*******************
Business Response
Date: 07/20/2024
July 20, 2024

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

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

Dear BBB Customer Relations:

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

After reviewing ************** response, we would like to clarity that the service orders is scheduled from a third party under Home Choice Warranty. At this time, we have reached out to Home Choice Warranty to investigate the concerns brought forth in ************** complaint since we are not allowed to schedule any service calls due to the fact that ************ would be charged. Once we hear back from the warranty provider, customer service will contact ************ and provide him with all the available options he has. At this time, we have closed our files pending the additional information requested.

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:05/28/2024
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.
We had them out here on April 23 to repair our refrigerator. The icemaker and water dispenser isn&#**;t working. He ordered the part, rescheduled us for May 1. He came out and the part hadn&#**;t come and he rescheduled us for May 9th and they were a no show. Then they rescheduled us for May 14th. We called them and they said the technician has the part but he didn&#**;t show up. They rescheduled us for May 24th and he never showed up or called us. We are still waiting for the technician to bring the part and fix the refrigerator. We would like our refrigerator repaired.
Business Response
Date: 06/22/2024
June 22, 2024

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

Re: *****************
Reference Number: 21767452

Dear BBB Customer Relations,

We have completed the investigation of Ms. ****** complaint regarding the refrigerator that still not working.

Upon receipt of this complaint, we discovered that refrigerator is scheduled to be repaired. We reached out to the parts team and was advised the part for the refrigerator had been shipped to the service unit. I forwarded the response from the parts team to the service unit to verify and confirmed that the part needed was on hand and to set up the parts installation as soon as possible. Currently,the parts installation is scheduled for June 26th. Since, we show the part installation has been set up we ask to have this matter closed.

We apologize for any problems or frustrations that ************** 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: *******************************************************************
Initial Complaint
Date:05/26/2024
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 Factory has come multiple times to attempt refrig repair but keep messing things up. Last time took needed ice attachment with them and will not return it or come back and make repair paid for.Need repair made so can be used.
Business Response
Date: 06/19/2024
June 19, 2024

Customer Relations
******* **********************
********************************************************2006
***********************

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

Dear BBB Customer Relations:

We, we have completed our investigation of Mr. ******* complaint regarding the repairs he requires for his Whirlpool refrigerator and the non-return of an ice maker dispenser.

We would like to clarify that we did not sell **************** his refrigerator and we are not the obligor of his warranty on his refrigerator. We are just the repair provider that Choice Home Warranty (CHW) 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 Choice Home Warranty (CHW).

Upon receiving his complaint, we contacted the local service unit for assistance. We received the following response from repair leadership: Customer claim as to having a dispatch by Choice and the tech stated the customer advised they had an MPA when we went out and advised call was setup as collect. We verified the customer had no **, if the customer has a Choice HW they need to go through Choice for resolution. Any parts we order we own as they are not billed to any HW until completion of call. Spoke to customer her appliance is fixed. She acknowledged that she has a Choice warranty. States that she has someone else repair the ice maker shoot for the door. Customer is asking for reimbursement of $132 for another company completing the repairs because she states we took a part. I do not show any records of us being out there ordering parts and removing parts from her home. Even if we had ordered a part it does not belong to the customer. If she chose to use an alternate servicer that is between her and Choice she should be speaking to them. *************** will need to contact Choice Home Warranty for any refunds.

Due to the repairs confirmed completed by alternate provider and no further service is needed, we have closed our file.

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

Sincerely,
***************************
Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 06/20/2024

Complaint: 21762476

I am rejecting this response because:

Sincerely,

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

I am amazed that they continue to just provide totally false information. Just yesterday rep that called said he would send email address so I could provide proof of day that parts were taken and no would returned to repair. They are blaming others for horrible C service where they removed parts and then would not return to repair unit. What a sorry company.

This is in addition to previous no show days where they ask be home all day but never showed up.
Business Response
Date: 06/24/2024
June 24, 2024

Customer Relations
******* **********************
********************************************************2006
***********************

Re: *********************
      File Number 21762476

Dear BBB Customer Relations:

We, we have completed our investigation of Mr. ******* rebuttal to a response we previously sent.

We would like to clarify that we did not sell **************** his refrigerator and we are not the obligor of his warranty on his refrigerator. We are just the repair provider that Choice Home Warranty (CHW) 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 Choice Home Warranty (CHW).

We previously contacted the repair leadership and received the following response:Customer claim as to having a dispatch by Choice and the tech stated the customer advised they had an MPA when we went out and advised call was setup as collect. We verified the customer had no **,if the customer has a Choice HW they need to go through Choice for resolution.Any parts we order we own as they are not billed to any HW until completion of call. Spoke to customer her appliance is fixed. She acknowledged that she has a Choice warranty. States that she has someone else repair the ice maker shoot for the door. Customer is asking for reimbursement of $132 for another company completing the repairs because she states we took a part. I do not show any records of us being out there ordering parts and removing parts from her home. Even if we had ordered a part it does not belong to the customer. If she chose to use an alternate servicer that is between her and Choice she should be speaking to them. **************** will need to contact Choice Home Warranty for any refunds.

As of 9/14/23- Service not rendered, tech noted: CHW deny claim to replace dispenser door and water valve. No parts ordered nor installed.
As of 10/18/23- Service rendered, tech noted: Repair dispenser door assembly and added cam to refrigerator door bottom, all operating normally. Three (3) parts ordered on 9/29/2023 and all 3 parts installed on 10/18/2023.
As of 11/13/23- ********** rendered tech noted: Recall repair order-AHS declined repair on previous order. No parts ordered nor installed.
As of 11/27/23- Service rendered, tech noted: Replace the entire dispenser mechanism and spring assembly, so no air leaks. One (1) part installed on 11/27/2023.
As of 2/22/2024- ********** rendered, tech noted: 1st time out 3rd party (AHS) declined, ETA and repair. This time customer refused co-pay, trip to be charged. No parts ordered nor installed.
As of April 1, 2024- ********** rendered, tech noted: Member has MPA on unit. Must call to have created properly not a collect call. No parts ordered nor installed.   We appreciate the opportunity to address this issue.

Sincerely,
*************************** Regulatory Complaints Specialist
*******************************************
Customer Answer
Date: 06/24/2024

Complaint: 21762476

I am rejecting this response because:

Sincerely,

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

You can deny all you want but that does not change fact you took part from refrig that you claimed needed to be replaced with you but would never return and make the repair that was needed. That is bad business practice and you should be ashamed to cheat ederly, disabled individual on fixed income.
Initial Complaint
Date:05/24/2024
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.
On February 22, 2024 ***** home services sent a technician ****************** to my home to figure out what was wrong with my ******* refrigerator. When he finished, he said the amount would be $815.14 for the service and the parts. The next day on February 23 the company where I purchased the unit said that they would take care of the repair. So I called A&E factory services/***** home repair and they said no problem they would refund all that $95 for a diagnostic fee , I have yet to receive the refund that they told me I would in the amount of $726.14. I have called them repeatedly to check the status of the refund and been lied to every time. Ive been told that the check was in the mail repeatedly. Ive been told it was under review, Ive been told that I would receive an email through nschelp@ transformco.com, and have never received one. I have sent them several emails, but no one has ever responded to them. *** been told that a supervisor would call me back on three different occasions and they never have. The calls when you can get through, go to a call service that sounds foreign. I hope this is not a scam company!
Business Response
Date: 06/13/2024

June 13, 2024

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

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

Dear BBB Customer Relations:

We have not completed the investigation of Mr. ******** complaint regarding his dissatisfaction with the delay in receiving the refund for the cancelled service order.

We apologize for the delay in responding to this complaint. We researched and confirmed that on February 21st the technician ordered parts for the repair and collected a check for $815.14. On February 24th ****************** cancelled the service order. Since parts were already ordered, we had to wait for ****************** to return the parts prior to issuing the refund. On March 29, 2024 the parts were received, and a refund request was submitted. According to our records, a refund of $685.73 was processed, however, it also notes pending refund request has not yet posted.

Since ****************** has not received the refund, have reached out to our accounting team to review the refund pending issue. We have also requested to have the amount of the refund changed from $685.73 to $716.14 ($815.14 less the $99 diagnostic fee). We are currently awaiting their response. We are committed to providing a fair and equitable resolution and ask that ****************** allow us seven business days to complete the investigation. In the interim, should ****************** have any questions, he may contact me via email at ****************************** or directly at **************.

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

A & E Factory Services is BBB Accredited.