Complaints

This profile includes complaints for A & E Factory Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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A & E Factory Services has 11 locations, listed below.

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• 

  A & E Factory Services

  5407 Trillium Blvd Ste B120 Hoffman Estates, IL 60192-3413

  
• 

  A & E Factory Services

  3333 Beverly Rd E5-377a Hoffman Estates, IL 60179-0001

  
• 

  A & E Factory Services

  639 Gravois Bluffs Blvd Ste B Fenton, MO 63026-7740

• 

  A & E Factory Service

  3630 Front St Kansas City, MO 64120

• 

  A&E Factory Service

  7700 E Arapahoe Rd Ste 220 Centennial, CO 80112-1268

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:02/27/2025

  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 have a warranty repair contract through ***** Home Warranty/Cinch. A & E is the designated repair service of our service area. We contacted ***** in Mid December to request repair of our (covered) Microwave. ***** subcontracted the repair out to A& E, whom sent a technician to evaluate. The technician stated that the appliance could not be repaired, and that ***** would likely follow up shortly with a buy out figure. We waited three weeks, before reaching back out to ****** We discovered that the technician had logged our appliance as repaired. We had to start the process over again, and another technician came and ordered the parts deemed necessary for fixing our unit. We then reached back out to continue the process once the parts were shipped to us more than a month ago. A & E assigned the repair to the same technician (******) whom made the initial mistake. He then missed his morning appointment and then rescheduled for the following week. The following week, the same technician was assigned and subsequently missed his appointment again. This has now happened repeatedly, with today being the FIFTH cancellation in four weeks. I have stayed home FIVE different days awaiting the repairman! I have been a loyal service contract holder for more than 20 years, I do not understand how there is no accountability on behalf of *****, nor A&E to honor the agreement.

  Business Response

  Date: 03/19/2025

  See attached

• Initial Complaint

  Date:02/18/2025

  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 had multiple service calls scheduled with A & E, they keep changing dates and cancelling appointments. I have been waiting on service for appr six weeks and have already paid for the service call. This is for a second home so we have to travel to be there. I currently have purchased a plane ticket to be there for a scheduled time and was advised today the appointment will be changing. The call center in SE Asia is not able to assist and says there is no escalation option. Resolution is needed ****.

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  Re:  ******** *****
        File Number 22958661
  
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Ms. ****** complaint regarding the repair she required for her GE branded cooktop and dryer.
  
  We would like to clarify that we are not the obligor of Ms. ****** manufacturers warranty on her cooktop and dryer.  We are just the repair provider that ******************** (***) contracted to provide repairs to Ms. ****** cooktop and dryer 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 ******************** (AHS).  
  Upon receiving her complaint, we contacted the local service unit for assistance. According to our records, the technician completed the repair on the dryer on March 6, 2025, and documented the order stating that he replaced drum slides, instructed on restricted home venting-tested op, ok.  The technician also closed the service order for the cooktop and documented the service order stating that holes rusted through ceiling of oven cavity-unit not safe to use, part is non serviceable AHS140KBDA.
  Since we have confirmed the dryer repair is complete and the report for the cooktop has been provided to American Home Shield to address, we have closed our file.   
  We apologize for any problems or frustrations that Ms. ***** may have experienced with A&E Factory Services. We appreciate the opportunity to address this issue.  
  
  Sincerely,
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

• Initial Complaint

  Date:02/10/2025

  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.

  Getting my washing machine fixed has been a terrible ordeal. Person who keeps coming out is great but I cannot get a hold of the company and every time he reschedules for things like needing to order parts or needing to track down the parts because they haven't gotten here.. each time he does that and I watch him on the phone and I know he does that and then there is no appointment scheduled and then I have to try to schedule an appointment again but they want to consider it to be a new appointment rather than just a call back. They want to charge me so much more money every time they come back even though it's their fault that the parts aren't here after the first time. I still can't talk to a person and I still have been kicked out several times while trying to schedule a new appointment without being charged the extra money for every new appointment. This is a crock. I have never had trouble with A & E before and I would go somewhere else if it weren't for the fact that they're holding one of my parts hostage. And the fact that I really like the guy who is coming back all these different times. I am putting my billing as around $600 or actually just $600 because you just want numbers. I know that my house might paid over $500 and I paid another $54 or so. So I'm just guessing it's near $600.

  Business Response

  Date: 02/16/2025

  Please see the attached response.

• Initial Complaint

  Date:02/03/2025

  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.

  Ive the ***** Protect plan. Ive had Maintenance plans with ***** for the last 20 years. Our dryer has been inoperative for the last 3 weeks. Weve had 3 visits and they have not repaired it. The second tech said that the timer needed to be replaced and left. The third tech did not bring the part with him and confirmed the timer needed to be replaced, this was last Thursday 1/30/25. He rescheduled the appointment to the following day. On Friday, 1/31/25, I received a notification that for unforeseen reasons my appointment was canceled and I rescheduled for Today, 2/3/25. The appointment windows are from 8-5. I cant continue to stay home all day. I just called ***** Repair to find out the status of my appointment and I was told that it has not been assigned. Ive asked several times to speak to a supervisor and they dont give me access. It appears no one wants to take responsibility

  Business Response

  Date: 02/27/2025

  BBB Customer Relations
  **********************
  **************************************************************
  *******, *******; 60611
  
  
  February 27, 2025
  
  Re: ******* (*****) ******
  Reference Number: 22892201
  
  
  Dear BBB Customer Relations,
  

  We have completed the investigation of Mr. ******* complaint regarding the dryer that still not working.
  

  Upon receipt of this complaint, our record shows the repair for the dryer was completed on February 13, 2025 and the notes indicated Replaced timer. Tested okay. If the dryer was still not working he can call Home Services and set up another repair. Since,we show the repair was completed we have closed our file.

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

• Initial Complaint

  Date:02/02/2025

  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.

  Although the last A&E technician finally fixed the issue with the ** washer, the company itself is terrible to work with. I would work with our last ******** as an independent contractor, but never with A&E again. Over the course of four months, A&Es technicians repeatedly misdiagnosed the problem, missed appointments, and performed improper repairs. Their lack of professionalism and poor scheduling system only added to the frustration. A&E gives customers a broad ******* arrival window, forcing us to stay home all day, but more often than not, the techs never showed up. This led to lost wages and major inconvenience. One technician even showed up and had the audacity to announce he was taking a 15-minute break before getting to workcompletely unacceptable! especially when customers are already taking time off from work to wait for the repair. It seems most A&E technicians are ill-prepared, with many opting to replace entire parts rather than actually diagnosing and fixing the root cause of the problem. Overall, A&Es lack of reliability and professionalism made the experience extremely difficult and frustrating.We are looking for a submission to ** from A&E for compensation for lost wages due to inability of techs to solve the problem in a timely manner.

  Business Response

  Date: 02/07/2025

  February 7, 2025
  
  BBB Customer Relations
  ************************************************************
  *******, *******; 60611
  
  Re:  #******** ******* *.
  Dear BBB Customer Relations,
  
  We have been unable to completely investigate **. ** issue involving the repair to her washer under her GE warranty due to the fact that her complaint has no last name, no address, and the phone number and email referenced do not appear to be related to a service order in our system.Because of this, we were unable to locate any service orders so that we could determine what may have caused any delays or reschedules that she referenced.
  
  With that said, even without being able to view the pertinent service orders, we would note that when we do repairs for **, ** is our client and they contract us to provide service for them so that they can fulfill their obligations under their manufacturers warranty. We do not administer the warranty nor do we provide anything for their customer besides the service we are contracted to perform. Any requests for compensation due to most reasons except for instances where we might be responsible for actual damages to the appliance or property, would be redirected to the warranty provider,in this case GE. Therefore, even if we could have accessed ************** records, we would still not have been able to provide her with any assistance since it sounds like her service need was completed and we would not have been able to honor her request for compensation. At this time, since we have explained that **. ** would need to reach out to GE if she has any concerns stemming from her service, we have closed our file.
  
  We apologize to **. ** and appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  **** *********
  Manager, Escalated and Media Complaints
  *************************************************

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Lowes appliance 5 year extended protection plan and they will not advocate for the authorized provider of repairs to follow through fixing broken appliance. Transform A & E and ***** Home Services make appointments to repair appliance / then set up another appointment but then cancel next appointment stating that Artificial Intelligence cancelled the follow up appointment then stated parts not received by the client knowing I'm looking right at the repair parts that were delivered 2 weeks ago. Based on the on the prior complaints this is an ongoing practice of these companies and ***** is doing nothing about fixing the problem and still doing business with Transform A&E factory services and ***** Home Services and consumers are not getting the services promised in a timely manner if at all.

  Business Response

  Date: 02/20/2025

  BBB Customer Relations
  **********************
  **************************************************************
  *******, *******; 60611
  
  
  February 20, 2025
  Re: ******* ******
  Reference Number: 22869363
  
  
  Dear BBB Customer Relations,
  

  We have completed the investigation of Ms. ******* complaint regarding the dishwasher and her dissatisfaction that it was not repaired in a timely manner.
  

  Our record shows the repair for the dishwasher was completed on February 10th. The service technician noted Dishwasher leaking found dryer vent seal leaking. Installed new parts checked OKIf the dishwasher still not working Ms. ****** must contact Lowes to set up another repair visit. Since, we show that the repair was completed we have closed our file.

  We apologize for any problems or frustrations Ms. ****** 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:01/23/2025

  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.

  The company has repeatedly made appointments to service my dishwasher and repeatedly been "no call, no show". 12/31/2024 no call, no show. 01/17/2025 no call, no show. 01/23/2025 no call, no show.When I call them to tell them that no one showed up, they tell me there was a glitch and they are sorry and it won't happen again and they assure me someone will call me back in "one to two hours". No one calls me back. I get an email with a new rescheduled service time that is one to two weeks out. And then the cycle starts all over again.

  Business Response

  Date: 02/23/2025

  February 23, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ***** ****
  
  Dear BBB Customer Relations:
  
  After researching the service history, we show that ************* has a third party warranty with ********************. The service call was closed on February 3, 2025, with the technician noting that *** decided to replace the dishwasher.  Should Ms. ********** have any questions, she will need to contact *** as 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 his warranty agreement.  
  
  We apologize to Ms. ********* for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

• Initial Complaint

  Date:01/23/2025

  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.

  I contacted A&E to repair my clothes dryer. The technician did not diagnose the problem correctly and ordered the wrong parts. A different technician came with the wrong parts and put them on but the dryer still would not heat up., So he said we needed an additional part which would have been too much . We cancelled the work order and requested a refund of the remaining balance of $308.00. This was on September 5th ******************************************************************************************************* a few days but that doesn't happen All we want is the refund of our $308.00.

  Business Response

  Date: 02/11/2025

  February 11, 2025
  
  Customer Relations
  **********************
  *********************
  *******, *******; 60611
  
  Re:  22847172 ***** *******
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Ms. ******** complaint regarding non receipt of credit for her canceled service order.
  
  After reviewing Ms.******** complaint and our records, we contacted customer service and were informed that on October 30, 2024 a credit in the amount of $316.91 was issued back to the original form of payment. Based off the aforementioned, we have closed our files.
  
  We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Ema C
  Regulatory Specialist,Regulatory Complaints
  ***************
  imx integrated member experience
  

  Customer Answer

  Date: 02/12/2025

   
  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:01/20/2025

  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.

  During installation of a new control board, the repair man tore out the wiring to the relay board and rendered the oven and stovetop un-usable. We have been without a range for over a month. The company has rescheduled twice, and has failed to show up both times.

  Business Response

  Date: 02/04/2025

  Please see the attached response

  Customer Answer

  Date: 02/05/2025

   
  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:01/16/2025

  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 Ice Maker in our Refrigerator was diagnosed "broke" by ************* Repair, through our **************************** Over the last TWO MONTHS we have had a total of NINE or TEN UNSUCCESSFUL service appointments. They showed up at our EVICTED neighbors house next door and stated we weren't home: rescheduled. They have shown up to two other houses that we don't even know where they are located because we have never seen them and stated we were not home. One time, my Ring Camera caught the A&E vehicle pass by my house. Went out to approach the vehicle because it was parked THREE HOUSES DOWN from my address, and they drove off. Not long after the vehicle drove off, we received an invoice from the repair company that the job was "complete" and for us to rate the service of the repair. How are you going to charge for a repair when not once have you even stepped foot in my house? Moving on, after MANY MANY calls trying to talk to a supervisor, someone FINALLY showed up. Ironically we were told there was only ONE guy that works on these types of refrigerators, IRONICALLY it's the SAME guy that diagnosed the issue in the first place! HOW did you not know where to go?! 48 hours go by, and our Ice Maker is STILL not working. Here we go again, another appointment and another no show, followed by another JOB COMPLETED invoice, followed by a survey to rate their service. Here we go, scheduled ANOTHER appointment, supposedly they are sending someone different. This is absolutely RIDICULOUS and a waste of time and money. We pay $66 a month for a service we are not even being provided! We have had to take days off of work to wait around, only to be rescheduled. We cannot afford to take off work anymore!

  Business Response

  Date: 02/17/2025

  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:                   ********- ***** ******
  
  
  Dear BBB Customer Relations:
  
  We have not completed the investigation of Ms. ****** complaint regarding his SPHW.
  
  We forwarded Ms. ****** issue to the *************** and are waiting for their report. Once we have completed our research we will provide an update of the situation and actions taken.
  If you have any further questions, you may contact me at *****************************************************. 
  
  Sincerely,
  
  
  ******* L. *******
  Regulatory Complaint Specialist
  ************************************************************