A&E Factory Services | Complaints | Better Business Bureau® Profile (2023)

• First complaint

  30.04.2023

  Complaint type:

  Warranty/Warranty Issues

  Condition:

  he answered

  I have a complaint about A&E Factory warranty service. We purchased a ******* stove in 2020 and at the end of March 2023 we noticed a burning plastic smell when turning on the stove. We are under warranty and scheduled a service visit to A&E for 4/6/23. The technician removed a panel over the heating element in the oven and said there was no problem. Otherwise nothing happened. He told me to buy an "odor absorbent" product. On 04/09/23 the oven was turned on and a cracking noise was heard. The stove and the switch turned off. A second technician from A&E arrived on 17/4/23, removed the back panel of the stove and encountered a fire outbreak as the stove was on. He said two parts were needed and they were ordered on 04/18/23. He was very knowledgeable and thorough. One of the parts arrived the following week and an email said they were looking for a replacement for the second part. The problem is that there has been no communication from A&E and we have emailed, nor have I been able to make enough phone calls. It's been more than 30 days since the outage and we don't know anything about the range and tracking service.

  business response

  09.05.2023

  May 9, 2023

  Customer relations
  ******************************
  ********************************************* #****
  ******,******** 60611

  Report: *********************************
  File number: 20001001

  Dear BBB Account Managers:

  We have closed the investigation into Ms. ************'s complaint regarding the repair she needed on her ******** series.

  We would like to clarify that we are not the guarantor for the Ms. series. ************. We are simply the repair service provider that has been engaged by ************************** to carry out repairs within its scope in order to be able to meet its warranty obligations their. Any questions or requests regarding warranty coverage, including requests for another service provider, replacement, or even a refund, should be directed to the guarantor, which in this case is **********. ****************.

  To investigate and answer this, we had to contact our local service unit and ask for help. We received the following response from escalated's Customer Support Team:

  The wiring harness is no longer available. A warranty notification email has been sent

  Since we have confirmed that the repair report regarding the series repair has been filed under the New Leaf warranty, we have closed our file.

  We apologize for any problems or frustrations ************************* you may have experienced with A&E Factory Service. We really appreciate the opportunity to raise this issue.

  Sincerely,
  **************************
  Specialist in administrative complaints
  *****************************************

• First complaint

  29.04.2023

  Complaint type:

  Problems with product/service

  Condition:

  Determined

  The dishwasher is broken, the water does not drain. A&E charges a diagnostic fee of $99. Of course they didn't have the part in the truck. I received an estimate that included $53.59 for the part which is only $35.33 from ***** Part Direct (same company as A&E). They added a total cleaning and maintenance fee of $50.00 for what? Best of all, they charged $327 for 45 minutes of work, which is clearly excessive. The total charge to import a $35.33 part is $433.54. I paid less for this new dishwasher in mid 2020. While you can hire someone to do a repair, the prices are inflated.

  business response

  11.05.2023

  Transform SR ******* ********** LLC

  May 11, 2023

  Customer relations
  **********************
  ********************************************* #****
  ******,****60611

  Reference file #19999121 -************************

  Dear BBB Account Managers,

  We have closed the investigation into ******************'s complaint regarding their dissatisfaction with the estimate for their dishwasher repair.

  We would like to start by pointing out that part of our labor costs include travel and diagnostic costs, which we inform our customers about in advance and which are non-refundable. You will also be informed that this minimum wage will be factored into the final cost of the job. Additionally, we would like to point out that we do not charge hourly rates. Instead, fees for our services are based on job codes, which is standard practice in the repair industry. These job codes take into account many factors, including the time it takes to do the job, the training and tools the technician needs to complete the repair, the gas and labor needed to get it to the customer's home , as well as other additional court costs. The part will incur shipping and taxes because the part is shipped to his home and the technicians don't carry many parts in the truck. Our charges also support the 90 day warranty we have on all our repairs.

  Indeed, we informed **************** in advance of the cost of the repair and if he refused this estimate. We maintain that the appropriate time for a consumer to dispute a charge or obtain estimates from other service providers is before they agree to our estimate and commit to paying the proposed charges.
  We do not believe that the assessment **************** led to fraudulent or inappropriate behavior. In this context, we have closed our file.

  We apologize once again for any problems or frustration *************** may have experienced with Sears. We value our customers and strive for their complete satisfaction, including the reasonable resolution of any complaint or issue whenever possible. If you have any other questions, you can contact me directly via email at ******************************.

  Sincerely,
  *************************
  Regulatory ****************************************************** ** *

  customer response

  15.05.2023

  
  Better Business Bureau:

  I have reviewed the company's response regarding Complaint ID ******** and have concluded that this resolution is satisfactory to me.

  Sincerely,

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

• First complaint

  26.04.2023

  Complaint type:

  Problems with product/service

  Condition:

  he answered

  I bought a dishwasher about two and a half years ago, along with an extended warranty. The machine broke about five weeks ago, 10 days later they came back again and ordered more parts. They made an appointment for 7 days after receiving the parts. However, the day before the appointment, I received an automated call saying I needed to reschedule. No explanation, no way to reach him, I'm human, right now I have no idea if or when someone will come back to fill the place as the company doesn't take calls, they only have one machine. I urge the company to honor their contract and complete the repair of my dishwasher

  business response

  10.05.2023

  May 10, 2023

  Customer relations
  ******************************
  ************************************************* 2006
  ******,******** 60611

  Report: **********************************
  File number 19983504

  Dear BBB Account Managers:

  We have closed the investigation into Ms. *********'s complaint regarding the problems she had with her ***** dishwasher.

  We would like to clarify that we are not covered by the manufacturer's warranty for Mrs. *********'s dishwasher. We are merely the repair contractor engaged by Bankers **************Centricity (BWG) to carry out repairs to Ms ***********'s dishwasher, so that they can fulfill their guarantee obligations. Any questions or requests regarding the coverage of the guarantee, including requests for another service provider, replacement or even a refund, should be directed to the debtor of the guarantee, in this case Bankers ********* *** ***Centricity (BWG).

  We have reviewed Ms. *********'s repair order and our records indicate that the technician is expected to return to the home on May 12, 2023 to repair the dishwasher. The technician ordered parts on May 2, 2023 which were delivered to Mrs. ********* on May 5, 2023 via *** tracking number 1ZR7731F1209059212 and on May 9, 2023 via *** tracking number 1ZR7731F242096.

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

  Sincerely,
  **************************
  Specialist in administrative complaints
  *****************************************

  customer response

  14.05.2023

  
  Complaint: 19983504

  I'm downvoting this answer because:

  Sincerely,

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

• First complaint

  21.04.2023

  Complaint type:

  Problems with product/service

  Condition:

  Determined

  Just look for information about a claim in the fall. The service has been performed satisfactorily and all I need is a copy of the service log and there is NO ONE I have been able to personally contact to get this information. The system is strictly automated and there is no way to speak to a representative.

  business response

  01.05.2023

  May 1, 2023

  Customer relations
  **********************
  ********************************************* #****
  ******, ** 60611

  No. reference file ******** **********************

  Dear BBB Account Managers,

  ******** Impact: Due to the ongoing COVID-19 pandemic, working with an agent is taking longer than normal response times. We are affected by global supply chain tightness, which has caused delays in processing concessions and benefits. The pandemic has also affected repair services, the availability of spare parts and the supply of replacement products. We apologize for any delays and disruption caused by this pandemic. We do our best to provide the Services as securely and quickly as possible. Thank you for your patience.

  We have closed the investigation into the ************** complaint regarding his dissatisfaction with the technician's failure to provide a copy of the receipt for the repair cost on his dishwasher.

  First of all, we would like to apologize to ************ for not meeting his expectations. We do not take this matter lightly and are sincerely sorry for any inconvenience this issue may have caused him.

  We had contacted our service unit and requested that a copy of the invoice be sent to ************.
  ********** The unit responded that this **** was emailed to him in April *******.

  If you have any questions, please feel free to email me at ******************************. Since we have submitted ************ the solution he requested, we have closed our file.
  
  We apologize for any issues or frustrations ************ with ******. We value our customers and strive for their complete satisfaction, including the appropriate resolution of any complaints. If you have any other questions, you can always contact me at *****************************.

  Sincerely,

  *************************
  Specialist in administrative complaints

  customer response

  05.02.2023

  
  Better Business Bureau:

  I have reviewed the company's response regarding Complaint ID ******** and have concluded that this resolution is satisfactory to me.

  Sincerely,

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

• First complaint

  20.04.2023

  Complaint type:

  Problems with product/service

  Condition:

  he answered

  A&E has rescheduled my repair appointment three times in the last two weeks through their automated system and each time it was canceled and/or missed on the day of the appointment with no explanation. When I try to reach out to a human to talk about a solution, I go through the automated process and have no way of understanding what's going on. All the parts to repair my dishwasher have arrived and are sitting in a pile at my house awaiting repair service. However, the automated service still reports that none of the parts have been shipped. This company relies too much on automation and this flawed process has led to very poor customer service.

  business response

  05.02.2023

  
  2. May 2023

  Customer relations
  ******************************
  ********************************************* #****
  ******, ******** 60611

  Report: *********************************
  File number 19961332

  Dear BBB Account Managers:

  We have completed our investigation into Mr. **********'s complaint regarding the problems he had with his Frigidaire dishwasher repair and multiple rescheduling appointments.

  We want to make it clear that we are not the manufacturer or the manufacturer's warranty holder for their dishwasher. We are simply the repair service provider retained by American Home Shield (AHS) to repair your Mr. dishwasher. ********** to be able to fulfill the warranty obligations. Any questions or requests regarding warranty coverage, including requests for alternative service, replacement, or even a refund, should be directed to the warranty, in this case American Home Shield (AHS).

  After receiving Mr. ********'s complaint, we contacted the local service unit for assistance. Technician completed dishwasher repair on May 5, 2023. According to tech: warped heating element, melted, pan replaced, pan shipped damaged, AHS will replace unit. ******************** Under warranty, its dishwasher will be replaced and no further maintenance is required. We have closed our file.

  We apologize for any problems or frustrations *********************** you may have experienced with A&E Factory Service. We welcome the opportunity to address this issue.

  Sincerely,
  **************************
  Specialist in administrative complaints
  *****************************************

• First complaint

  18.04.2023

  Complaint type:

  Problems with product/service

  Condition:

  he answered

  We have used this company through ***** Home Services 6 times to fix the same problem on our washing machine. The problem started when the whole drum came out and the technician did not fix the machine properly. I called several times to have the unit repaired and each time they said everything was fine and they wouldn't do anything to fix the problem. They told me that if it still didn't work after the 4th appointment, they would replace the device. After asking for the unit to be replaced as the problem persists, I was told that it had been too long between service calls. Last time I made several videos of the problem and the technician agreed to order parts to repair the washer. The parts arrived and another technician came and installed the new parts. He left the huge boxes of cores for disposal and barely acknowledged or spoke when he was here. She didn't run a wash cycle before she left and we also noticed that she pushed the washer too close to the back wall, crushing the pipes. After it was gone, I started a wash cycle and the noise (the problem) was even louder than ever. I contacted ***** Home Services and made another appointment. Later that night I started a load of laundry and endured the loud noise. However, after running the washer for about 40 minutes, I went downstairs and saw water everywhere! It came from the washer/pipes and went through the ceiling. We have water damage on the ceiling and water all over our floor. Contacted again via chat as phone support is closed. The agent didn't give a damn and just offered to send a technician over despite the severity of the problem. Now we are dealing with a lot more than a broken washing machine, because ***** Home Services and A&E are not interested in honoring their warranties. We paid over $300 for it. I intend to go to court if no solution is found immediately.

  business response

  01.05.2023

  May 1, 2023

  Customer relations
  ******************************
  ************************************************* 2006
  ******,******** 60611

  Report: *****************************
  File number 19953933

  Dear BBB Account Managers:

  We have closed the investigation into Ms. **********'s complaint regarding the problem with the washing machine.

  After receiving Ms. **********'s complaint, we contacted our local service unit for assistance. Our records show that because the washer is beyond repair, she was entitled to a $799.00 washer replacement. This is in accordance with the terms of their warranty, the Master Protection Agreement (MPA). ************************** chose to replace her washing machine and according to the receipt number ************** the washing machine will be delivered to her home.

  We apologize for any problems or disappointment that ************************ may have had. We appreciate the opportunity to raise this issue.

  Sincerely,

  **************************
  Specialist in administrative complaints
  *****************************************

  customer response

  04.05.2023

  
  Complaint: 19953933

  I'm downvoting this answer because:

  Hello, thanks for your reply. However, we have had so many problems and we still do not have a washing machine and we have to deal with property damage caused by your business. Without many hours on the phone, the original date offered to replace the washer would be August 2023. Also, the only way to communicate the night it happened was through chat and no one would call * * and the lack of care or urgency was inexcusable . We have 6 feet of water damage to our kitchen ceiling including drywall, paint and electrical repairs. My husband had to stay off work the next day as the water was still coming through the roof and had to buy extra fans and drill holes.

  Additionally, Sedgwick's claims department, who told us we needed to make the repairs, barely contacted **. After waiting two weeks for them to get back to me and five voicemails later, I called and refused to hang up to talk to anyone about the repairs. I have to contact repair companies for estimates, which doesn't help with this process. They also said ** that we might have to keep the washer because they need to talk to ***** to find out if the problem is partly due to a product defect. I still don't know if I should leave the washing machine here or if he should pick it up on Saturday. Please take care of this immediately so I know if I need to rent storage space and hire a delivery company to take the laundry there as I have no other place to store it.

  The time my husband and I spent handling this issue due to your technician's negligence and the incompetence of everyone involved is out of proportion. In your reply you didn't even mention the property damage we suffered. I can't believe further steps were not taken to limit the damage to our home and get a new washing machine the next day. We have been without a washing machine for over two weeks. We also had approval for a ****** washing machine, but there were none, so we were forced to get a cheaper model. The brevity of your response and lack of compassion for the damage done to our home is astounding. I would appreciate it if you would investigate my concerns further before you even **check your to-do list, as this issue is far from resolved.

  Sincerely,

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

  business response

  09.05.2023

  
  May 9, 2023

  Customer relations
  ******************************
  ************************************************** *****************************************

  Report: *****************************
  File number 19953933

  Dear BBB Account Managers:

  We have closed the investigation into Ms. **********'s rebuttal to a previously sent reply.

  ********************** as originally approved for $949 and selected a ** washing machine model WT7900HBA not available until August 2023. Approved a replacement with a selected washing machine $799.99********. With receipt number ************ he would receive delivery of the replacement washing machine.

  With respect to the portion of Ms. **********'s complaint regarding physical damage to her kitchen ceiling, including drywall, paint, and electrical, that occurred during the repair of her washing machine, we note that damage The claim has been opened with ********, the third party claims manager. It is not possible for us to influence the outcome or influence the claim process. If she has questions about the processing of her claim, she should direct them to the claims adjuster. As we have meanwhile provided details of the other aspects of Ms *********'s complaint and the solutions provided and her claim for compensation is being processed through a standard compensation process, this is not the case for us we have partially closed our archive.

  We appreciate the opportunity to raise this issue.

  Sincerely,
  **************************
  Specialist in administrative complaints
  *****************************************

• First complaint

  17.04.2023

  Complaint type:

  Problems with product/service

  Condition:

  Determined

  I am contacting you today about a service appointment for the Whirlpool washer that was done at my home on 4/3/23. I would like to share my displeasure with the way the technician handled the appointment. *******, my service order number was *************** ** *****, the A&E technicians seemed quite unfamiliar with washing machine repairs. The technician asked my husband what measures my husband meant to fix the machine. The technician then asked me what actions I thought would fix the machine. The technician and I googled "how to fix a broken hot tub washer" on our phones. I then started reading the troubleshooting section of the Whirlpool washer manual for ideas on how the technician could fix the machine. The technician attempted to call a known phone number with no answer at 6:00 p.m. on Saturday night. The tech was unable to confirm the problem with any of the trouble codes and seemed to have trouble getting any trouble codes. The technician looked completely confused by the whole situation. After nearly two hours of trying to get online, calling for help, and asking my husband and I for help, the technician finally informed us that he was unable to provide further assistance. The tech said we probably needed a whole new PC circuit board, although that was just a guess since the tech had no idea what was wrong with our washer. We paid the $99 diagnostic fee just to get the technician to leave our house. This was a completely unacceptable service visit. I requested a refund of my $99 through ***** and my request was denied. This was a huge waste of time and money. I filled out a chat box complaint. I was advised to email the company at *********************. I have emailed my concerns to the company at ********************** with no response. I called the company at ************** and the line was disconnected.

  business response

  05.05.2023

  May 5, 2023

  Customer relations
  **********************
  ********************************************* #****
  ******, **60611

  Report: # ******** *************************

  Dear BBB Account Managers,

  We have closed the investigation into ******************'s complaint regarding their dissatisfaction
  Travel expenses to diagnose your washing machine.

  When a customer calls us to arrange an in-home repair, we tell them we'll provide them with an estimate to repair their device. If they accept our estimate, that's the only amount they would owe. However, if they reject our estimate, they owe us the $99.00 diagnostic/travel fee. Providing the estimate is a service in itself. Our technician must spend the time and fuel to drive home and then determine what is needed to repair the unit.

  Travel expenses are non-refundable. As a one-time courtesy, we submitted a refund request for $99.00 via check. Please note that it may take 2-3 weeks for the check to arrive. If he hasn't received it by then, he has. If you need help, feel free to email me at ************************** * ****** send. However, as we have provided *****, feel free to email me. ************** With the solution you requested, we have closed our file.

  We apologize for any problems or frustrations *************** may have experienced with ******. We value our customers and strive for their complete satisfaction, including a reasonable price
  resolve any complaints. Feel free to contact me at *************************** if
  Do you have further questions?

  Sincerely,

  *************************
  Specialist in administrative complaints

  customer response

  05.05.2023

  
  Better Business Bureau:

  I have reviewed the company's response regarding Complaint ID ******** and have concluded that this resolution is satisfactory to me.

  Sincerely,

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

• First complaint

  15.04.2023

  Complaint type:

  Problems with product/service

  Condition:

  he answered

  A&E was commissioned on 14/03/2023 to repair the fridge in the house. The repair was urgent and under warranty. 1) The technician reported "No one home" and the system status was "completed". We were at home awaiting arrival so this was a mistake. 2) The A&E website and phone service refused to accept our case number or phone numbers even though they are clearly listed on the order. line and bring them back. 4) The A&E chat box put me through a number of long distances with no answer and no voicemail. .

  business response

  04.05.2023

  4. May 2023

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

  Report: ******** ************************

  Dear BBB Account Managers:

  Before proceeding, we would like to point out that due to the ongoing COVID-19 pandemic, we are experiencing longer than usual response times when working with a representative. We are affected by global supply chain tightness, which has caused delays in processing concessions and benefits. The pandemic has also affected repair services, the availability of spare parts and the supply of replacement products. We apologize for any delays and disruption caused by this pandemic. We do our best to provide the Services as quickly and securely as possible, including our response to complaints such as those made with the BBB. Thanks for everyone's patience.

  After reviewing the service history, we found that the service was completed on April 20, 2023. If *************** is not satisfied with the results of the service technician, he can open a new call We performed repairs on his refrigerator as an authorized service provider for his warranty. We cannot interfere with their guarantor's actions and recommend that they contact them directly regarding the terms of the guarantor agreement.

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

  Sincerely,

  Specialist in administrative complaints

  customer response

  05.05.2023

  
  Complaint: 19939220

  I am downvoting this answer for the following reason: our family of five needed refrigerator repair scheduled for 03/14/23. It is very difficult to run a household without a refrigerator. On March 14th, we saw the technician receive the incorrect "completed" status, followed by a complete failure to communicate with their website, chatbot, and long distance number. The repairs were done the following week as stated, but we had to deal with the fridge not working for another week. This is unacceptable.

  Sincerely,

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

• First complaint

  14.04.2023

  Complaint type:

  Problems with product/service

  Condition:

  he answered

  The mechanic's first visit for my washer AND dryer went well and he took care of me and my problems being a teacher and not getting a replacement. Diagnosed the problem but had to order parts. We are scheduled for a week later, I received a new SMS schedule for today, Friday, April 14, 2023 with a schedule of 8:00 am. to 5:00 p.m. After staying home ALL day I get a text with a new appointment for Monday April 17th at the same time. All phone numbers and/or websites are unresponsive. The call is dropped without being able to speak to anyone. I have tried EVERY combination of numbers and it has never come up human. I can't take a whole day off without a doctor's certificate. What does a man do?

  business response

  03.05.2023

  3. May 2023

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

  Report: **********************
  File number 19937838

  Dear BBB Account Managers:

  We have closed the investigation into ********************'s complaint regarding the repairs she requested on her Whirlpool dryer.

  We want to make it clear that we did not sell your dryer and we are not the manufacturer or the manufacturer's warranty holder for your dryer. We simply make the repair service provider hired by Assurant to repair the dryer ********************* so they can meet their warranty obligations. Any questions or requests regarding warranty coverage, including requests for an alternate service provider, replacement, or even a refund, should be directed to the warranty, in this case Assurant.

  After receiving a complaint, we contacted the local service unit and asked for assistance. Our records show that the technician is expected to be home on May 5, 2023.

  We apologize for any issues or frustrations you may have experienced with A&E Factory Service. We appreciate the opportunity to raise this issue.

  Sincerely,

  **************************
  Complaints from the authorities
  *****************************************

• First complaint

  10.04.2023

  Complaint type:

  Problems with product/service

  Condition:

  he answered

  A&E Factory Services (Service #********) When the technician arrived to repair my radiator, I was told that the evaporator fan ($60 part that was under warranty) would cost $601. I refused service because the charge was excessive and over ****% premium for a part under warranty. I signed the technician's phone denial service, although he couldn't say what the signature was exactly. I received an email with a PDF, but it wouldn't open. I received an email stating the $115.95 charge, but no documentation for the $601 portion I was quoted. I was then told that if I deny the $601 charge to replace the evaporator fan, the charge would be $169.00. I refused to pay the additional fee. I was then informed that the $601 denial of service fee had increased to $175.95. The technician even emailed an additional invoice for the amount of $175.95. I refused to pay again. For the man who wanted to cheat me to leave my house, on 21.02. a check for more than the originally agreed upon amount ($109) for $115.95 (the technician added fees to the original price of $109). .) The technician took a picture of my check and I was told that my check was rejected because it was a duplicate. I informed the technician that I would not be writing another check and asked for a receipt. He informed me again that the check bounced and that I had to write another check. I told the technician that I would call my neighbor to come and fix the problem. Without another word, the technician grabbed his backpack, walked out the door and left (with my check). I notified my bank and they confirmed that there was nothing wrong with the check and it was in no way a duplicate. I called A&E to make a complaint and ask for a receipt. I keep contacting them every week and they always give me a different number and say the receipt will be emailed in 3-5 days. This never happens.

  business response

  05.02.2023

  2. May 2023

  Customer relations
  **********************
  ********************************************* #****
  ******, ** 60611

  Reference File Number ******** *********************************

  Dear BBB Account Managers,

  ******** Impact: Due to the ongoing COVID-19 pandemic, working with an agent is taking longer than normal response times. We are affected by global supply chain tightness, which has caused delays in processing concessions and benefits. The pandemic has also affected repair services, the availability of spare parts and the supply of replacement products. We apologize for any delays and disruption caused by this pandemic. We do our best to provide the Services as securely and quickly as possible. Thank you for your patience.

  We have closed the investigation into the complaint regarding her dissatisfaction with the technician's failure to provide a copy of the receipt for repairs to her refrigerator.

  First of all we would like to apologize to ****************** for not meeting your expectations. We do not take this matter lightly and we sincerely apologize for any inconvenience this issue may have caused you.
  We had contacted our service unit and requested that a copy of the invoice be sent to ******************.
  ********** The unit responded that this **** was emailed to them in May ******.
  If you have any questions, please feel free to email me at ******************************. After ****************** we submitted the solution he requested, we closed our file.
  We apologize for any problems or disappointments ****************** with *****. We value our customers and strive for their complete satisfaction, including reasonable resolution of any complaints. If you have any other questions, you can always contact me at *****************************.

  Sincerely,

  *************************
  Specialist in administrative complaints

*Some consumers may choose not to publish the details of their complaints, some complaints may not meet BBB's publication standards, or BBB may display a subset of complaints when a high volume is received for a particular company.↩