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

558 total complaints in the last 3 years.
77 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: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.

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,

***********************
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
*******************************************
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.

Complaint: 21820155

I am rejecting this response because:

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

Sincerely,

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

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.

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: 06/19/2024
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
*******************************************
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
Initial Complaint
Date:05/21/2024
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 contacted my warranty company about a service call for my dryer. I had an appointmetnwith this company to repair dryer. Part was ordered and service call was set up to install. service person did not show up. Call was rescheduled and then rescheduled without notification. Service person did not show up again and appointmet was rescheduled for two weeks later, again without notification.The warranty company (Assurant) has not been helpful and A&E has not been helpful.I had to call a private company to come and now pay out of pocket.Representatives at A&E do not speak English!! And, they just keep reiiterating the same thing.
Business Response
Date: 06/20/2024
June 20, 2024

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

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

Dear BBB Customer Relations:

We have reviewed Ms. ************ complaint and if she still requires assistance such as seeking reimbursement for her out of pocket expenses, she will need contact Assurant, her warranty company 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:05/20/2024
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.

Complaint: 21737768

I am rejecting this response because: this company has NOT tried to contact me in any way. I am still waiting to see what their resolution to this issue is.

Sincerely,

*****************************ctory service won't show up. He does NOT know what he is doing. I'm feeding a family of 6, and cannot wait any longer for a working refrigerator. This fridge is only 1-1/2 years old. It cost me $1699.99 new.
Business Response
Date: 06/19/2024
Transform SR ******* ********** LLC

June 19, 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 her 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 Ms. *************** 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
Business Response
Date: 06/22/2024
Transform SR ******* ********** LLC

June 22, 2024

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

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

Dear BBB Customer Relations;

We have received **************** rebuttal and we have spoken to her in regards of the service not been completed.
**************** service was canceled due to issues with the upgrade of our systems, which led to the service order being closed incorrectly and the refund not being generated. We have submitted a request to process a refund of $466.44 which will be credited back to her card ending in 4835 on June2 4, 2024.

**************** should receive the refund within the next few days. We apologize for any inconvenience caused and appreciate your understanding as we continue to improve our processes. With that being said, we have closed our file.

We apologize for any problems or frustrations that Ms. *************** 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
Customer Answer
Date: 06/24/2024

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:05/15/2024
Type:Customer Service 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 May 15, 2024, tech was supposed to arrive between 1-5 pm. Tech did not show or contact me. Number provided was automated system that demanded information I was never given. Could never speak with a person. Even corporate number goes to same automated system. Check was written for service call as requested. Missed entire day of work and have NO WAY TO TALK TO ANYONE AT A&E OR ******
Business Response
Date: 06/24/2024
June 24, 2024

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

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

Dear BBB Customer Relations:

After researching the service history, we found that *************** has a third party warranty provider, Choice Home Warranty. The service order is closed as the service was canceled upon arrival at the door. For any questions regarding service or scheduling **************** must call Choice Home Warranty as there is no direct line set up for customers to contact A&E direction or ****** Should **************** still require service, he may open a new call with his warranty provider as we are only an authorized service provider. 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 and what their procedures are.

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:05/14/2024
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.

Complaint: 21704991

I am rejecting this response because: I appreciate the effort made thus far, but if I accept this response, it considers the case closed and I cannot accept that this would close a case that I consider still open.

Sincerely,

*********************py we were with their service, said he was the problem solver. He told us we should just buy a new washer and that he had the authority to refund all we had paid by a check in the next 5-6 business days.It is now May 13, 2024 and we have received no check and no refund on the credit card.We just want them to be good on their word and refund us the money.
Business Response
Date: 06/12/2024
Transform SR ******* ********** LLC

June 11, 2024

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

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

Dear BBB Customer Relations;

We wanted to provide you with an update regarding the investigation of Ms. ******* 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. 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 *****************************************
At this stage, we require some additional time and information to thoroughly review all the details and ensure a comprehensive resolution.
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
Business Response
Date: 06/20/2024
Transform SR ******* ********** LLC

June 20, 2024

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

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

Dear BBB Customer Relations;

We discovered that our service for Ms. ************** was unsuccessful. However, the service call was closed incorrectly, and a refund was not generated. We understand that this has been a frustrating experience for **************** and we want to assure her that we have processed the refund of $679.62 back to her card ending in 4236 on June 20,2024.
We understand that it may take some time for the refund to appear on **************** account,which could be anywhere from 1-5 business days, depending on her card issuer's policies. If she has not received the refund within that timeframe, she is welcome to contact me at ****************************** and we'll be happy to provide any assistance she needs. As we have provided **************** with the resolution she sought, we consider this matter resolved and have consequently closed our file on the issue.
We sincerely apologize for any inconvenience or frustration **************** may have experienced during this process. At *****, we hold our customers' satisfaction in high regard, and we continuously strive to address and resolve any concerns they may have.

Sincerely,

*************************
Regulatory Complaints Specialist
Customer Answer
Date: 06/21/2024

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:05/07/2024
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.
This is a nightmare of a situation. I have had two appointments with A&E. They did not show up on the appointment on 5/24. I had to call to find out that my appointment was now moved to 5/8 from 8-5pm. Which means I am now waiting for a SECOND time for a tech to come back out. On or around 5/1, I was able to reschedule for an earlier repair date of 5/7 from 8-5. I have been on the phone for over 1.5 hours trying to find out where this stupid technician is or how this STUPID company schedules their services. It is now 4:40 and no tech. I have called numerous times to the SAME INTERNATIONAL phone number only to be transferred to yet again a different department. I finally got someone on the phone that said there was NO tech assigned to my repair ticket for today??????????????????????????????????????????? What is that about. Not my fault!!!!!!!!!!!!!!!!!!!!!!!! I have a broken washer, and have been dealing with these idiots since 4/10.
Business Response
Date: 06/10/2024
June 10, 2024

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

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

Dear BBB Customer Relations,

The correspondence **************** provided us with did not include enough identifying information to locate a service order or scheduling.We ask that **************** provide the telephone number he used at the time of making an appointment with A&E. If **************** warranty provider scheduled the service appointment, then he will need to contact his warrantor as we are only an authorized service provider. 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 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

A&E Factory Service

A & E Factory Services

A & E Factory Service

A & E Factory Service

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A & E Factory Services is BBB Accredited.

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Customer Complaints Summary

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A & E Factory Services is BBB Accredited.