ComplaintsforA & E Factory Services

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been trying to get our ** refrigerator repaired since July 1st. We contacted our home warranty company and they assigned A&E Factory Services/Sears Home Services. The 1st tech found that the compressor was bad and told me to contact **. ** worked with us to get A&E to order the part however A&E required another tech to diagnose the issue. The 2nd tech was able to diagnose the issue and order the parts. The parts arrived within 2 weeks and have been sitting in my garage since then. The 2nd tech also setup a service call on Aug. 22nd to complete the repair. However one of the parts is listed as backordered and there has been nothing from A&E other than a weekly email stating that the part is backordered and they are trying to get the part. This has been going on for almost a month now and their customer service just says that nothing can be done until they have the part. We are beyond frustrated with the lack of action on their part. The missing part is a $10 valve that can be purchased online. We have tried to resolve the issue by contacting them directly and also working through our home warranty company but nothing seems to help. At this rate, we are not sure how long they will continue to put us off and make us continue to go without a refrigerator. Any help that you could provide would be very appreciated. We have tried to be patient, but our patience is very much at its end. We would just like our refrigerator repaired.

  Business response

  09/30/2024

  September 30, 2024
  
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  
  Re:   ***** ******
        File Number: 22228804
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of Mr.******* complaint regarding the problems he encountered with the ** refrigerator repair.   
  
  We reviewed Mr. ******* complaint and contacted the local service unit for assistance.  Our records indicate that the technician completed the refrigerator repair on September 28,2024.    Per the technician: Replaced compressor, dryer, condenser, and evaporator. Verified cooling.
  
  Since we have confirmed that the repair is complete, we have closed our file.
  
  We apologize for any problems or frustrations that Mr. ****** may have experienced with A&E Factory Services.  We do appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

  Customer response

  10/02/2024

   
  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

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business was hired by home warranty company to fix my AC unit on 7/14/2024.Took two weeks to come out in summer.On first visit they spent 10 minutes diagnosing issue and added Freon to system. System was on when they left, but stopped working within 20 minutes. Immediately called back. They did not come out for another approx 2 weeks.Replaced thermostat and messed with some wires. Couldnt figure out what was wrong and now says it is a defrost board. Board was ordered the same day Aug 9th, 2024. Part was available that day at supply house as tech ordered it in front of me.Technician said he would be it to the property on the 24th of August. He failed to show.A and E had it scheduled for Aug 29th. They failed to show or call to say no one is available.They then sent text message saying the part was not available (not accurate) at time of appointment but is now available. They want to reschedule for Sept ********** they said a tech would be onsite. Just received call at 1 pm saying tech is unavailable now and they will not be back until the 12th of Sept. I have lost faith that they have the ability to fix this issue in what would be a timely and professional manner. They do not that this seriously and I am asking for help in resolving this.

  Business response

  09/16/2024

  September 16,2024
  
  Customer Relations
  ******* **********************
  **************************************************************
  **********************
  
  Re:  ****** *******
         File Number 22225164     
  
  Dear BBB Customer Relations:
  
  
  We have completed our investigation of Mr. ******** complaint regarding the repairs he required for his Carrier Central AC unit.    
  
  We would like to clarify that we did not sell Mr. ******** his central AC unit nor are we the manufacturer or the obligor of his manufacturers warranty on his central AC unit. We are just the repair provider that his warranty obligor Select Home Warranty (***) contracted to provide repairs to Mr. ******** central AC unit 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 Select Home Warranty (SHW).
  
  Upon receiving Mr.******** complaint, we contacted the local service unit for assistance. Our records indicate that the repair order was closed on September 12,2024.  Per the technician, replaced defrost control board.  Since we have confirmed the refrigerator repair is complete, we have closed our file.    
  
  We apologize for any problems or frustrations that Mr. ******** may have experienced.  We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

  Customer response

  09/17/2024

   
  Complaint: 22223936
  
  I am rejecting this response because:

  When testing the unit on sept 12th it was determined by their technician he had installed the wrong thermostat on the second visit. He had also changed where wires were installed.

  Heat will not turn on even after his replacement of the thermostat that would not be compatible with my system. He now indicates a new thermostat wire is required and that someone would be in touch with me (either from my home warranty firm or a scheduler). 
  

  I still do not feel that the warranty request has been completed at this time since the system is not functioning and they have replaced parts that were not actually compatible with my system. 

  
  Sincerely,
  
  ****** *******

  Business response

  09/24/2024

  September 24, 2024
  
  Customer Relations
  ******* **********************
  **************************************************************
  ***********************
  
  Re:  ****** *******
         File Number 22225164     
  
  Dear BBB Customer Relations:
  
  We have completed our investigation of Mr. ******** rebuttal.  
  
  We would like to clarify that we did not sell Mr. ******** his central ** unit nor are we the manufacturer or the obligor of his manufacturers warranty on his central ** unit. We are just the repair provider that his warranty obligor Select Home Warranty (***) contracted to provide repairs to Mr. ******** central ** unit 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 Select Home Warranty (SHW).
  
  Upon receiving Mr.******** complaint, we contacted the local service unit for assistance.  Mr. ******* will need to contact his warranty provider *** to create a new service order for the technician to return and service the ** unit.    
  
   We appreciate the opportunity to address this matter. 
  
  Sincerely,
  
  ***** ********
  Regulatory Complaints Specialist
  **********************************************************

  Customer response

  09/25/2024

   
  Complaint: 22223936
  
  I am rejecting this response because:

  i Have engaged with a different firm. They have confirmed through diagnostics that the system was overcharged with refrigerant. The initial visit completed by A and E technician said the system was low on refrigerant and charged the system. It is highly likely that they overcharged the system at this time. 
  

  New firm has recovered refrigerant from the system and check for proper operation. They also found that the main condensation drain line was blocked and this was causing the system to trip (or something like this). They cleaned drain and they say system is up and operational. I have yet to confirm myself, but based on their feedback (they are HVAC certified) the system was overcharged and this was a problem. 
  

  At this point I am not seeking anything for A and E and would not allow that firm to work on any of my systems. Their lack of ability to efficiently and accurately diagnose and resolve issues they claim to be capable of handling is egregious. I was without AC for over 60 days during the summer months due to this firm. 

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refrigerator has been broken since June all attempts to fix the problem have failed , service technician never shows up are canceled visits parts are waiting here to be installed. Past visits to repair failed when they do show up, six tries since June and we have not had anyone solve the problem. A&E have been paid, they always cancel appointments leaving us with no refrigerator working.  

  Customer response

  08/19/2024

  see attachment/

  Business response

  09/19/2024

  September 19, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ******* *********
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that service was completed on September 3, 2024. If Mr. ********* still requires repair, he will need to open a new call as we are only an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to Mr. ********* 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

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a GE Dryer. After one month, it quit heating. I called GE who referred the repair to A & E.It took a week to get an appointment. On the day of the appointment ( after waiting 8 hours because they will not give you a window of repair time other than 8-5), my appointment was cancelled by A and E at 4:00PM. One wasted day off from work where I received no pay and had to use personal time. They rescheduled for one week later. Technician came. It is a simple thermostat, yet he does not carry that part on his truck and has to order it. It will take a week. The technician reschedules the appointment for one week later. I asked him specifically if I needed to do anything about this appointment. He said no, it is on the schedule for next week now. Next week arrives, and I am told that I never called them to tell them the part came in so my appointment was cancelled. Now I have to wait another week. I have taken 4 unpaid days off of work. It has been more than a month. GE and their contractor ( A and E) have an obligation to fix the dryer in a timely manner. 30 plus days is not timely, especially when it is a dryer that is less than 1 month old.

  Business response

  08/29/2024

  Please see the attached response.

  Customer response

  08/30/2024

   
  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

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled a service call on 7/31 for 8/7. Then I get a text that night on 7/31 that they have an availability next day on 8/1. I thought cool my washer that has only 22 loads through it will be fixed. Took off of work to wait, and wait only to receive a text 10 minutes before the appointment window closed that my appointment for 8/7 is confirmed. Fast forward to 8/7 and once again a no show and another text 10 minutes before the window saying my appointment is now 8/14. Called their number only to have someone in ***** tell me they could not help me and hung up on me. I would not let this company fix a bicycle much less a $2k washer!

  Business response

  08/27/2024

  See attached

  Customer response

  08/28/2024

   
  Complaint: 22111692
  
  I am rejecting this response because: There is no response. All they said was the complaint was forwarded to the appropriate party. They never apologized for the lack of communication and no showing me. This company has a history of doing their customers like this. 
  
  Sincerely,
  
  *************************

  Business response

  09/04/2024

  Please see the attached response.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

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

  Business response

  09/09/2024

  September 9, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** *************************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that service was cancelled. Additionally, we do not show an open service order. If ********************* still requires assistance, she may open a new call as we are only an authorized service provider for her warrantor, Choice Home Warranty. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.  
  
  We apologize to ********************** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

• Initial Complaint

  08/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I contacted ***** Home Services/A&E Factory Services to initiate a service call, under our warranty coverage and an appt. was set for a tech to come to our house on 5/20/24. At the appt., the tech told us that he would order the parts, then have them delivered to his shop. He had us set up a follow up appt for 6/3/24 before he left the house, promising to be back once he had the parts. Tracking details supplied by ***** Home Services, that parts were delivered to an ******, ** location and showed our appt was still scheduled for 6/3/24 between 8a-12p, however no one showed up. An new appt was provided via text after 6/3/24 missed appt for 6/11/24 between 8am -12pm.The 6/11/24 appt. came and went again no tech showed up. On 6/26/24, I received a new text message stating that an appt was scheduled for 7/2/24 between 8am and 12pm, again no one showed up. On 7/17/24, I tried calling the automated service and it gave me an option to enter my order number, but the system kept stating they couldnt find the order. At this point, we took to ************ and found the ***** Home Services ******** page. ***** Representatives asked me to reach out and DM them with an explanation of my issue. After a week of trading messages with the ***** Representative, the missing parts mysteriously showed up at our house with the original tracking numbers on them, which showed they were delivered back in May. I reached back out via DM to explain parts arrived and received a message from the ***** Representatives that this was passed to the service department, and I would hear from someone within 48 hours. I received text notification on 7/29/24 that a service tech would be out to fix the washer on 8/1/24 between 1p-5p. Then on 7/30/24, I received a text message stating they rescheduled for 8/2/24. As the day progressed on 8/2, I monitored the link for arrival updates, only to watch them continually be pushed back, stating I was The next stop but no one showed up again.

  Business response

  09/03/2024

  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  September 3, 2024
  
  
  Re: ***** *********
  Reference Number: 22101358
  
  
  Dear BBB Customer Relations,
  
  
  We have completed the investigation of Mr. ********** complaint and his dissatisfaction that the washer was not repaired in a timely manner.
  
  
  We received Mr. ********** complaint regarding the washer that still needing to be repaired. Our record shows the washer is currently scheduled to be repaired on September 17, 2024 and we will monitor the repair as needed. In interim, since we show that the repair has been rescheduled we ask to have this matter closed.
                                                                                                               
  We apologize for any problems or frustrations that Mr. ********* may have experienced with ***** Home Services. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.
  
  
  
   
  Sincerely,
  
  ***** ******
  Regulatory Complaints Specialist
  Email: ********************************************************************

  Customer response

  09/03/2024

   
  Complaint: 22101358
  
  I am rejecting this response because this complaint is not resolved until my washer is fixed.  I will again look for a technician to be here for repairs on 9/17. And will follow up from there. 
  
  Sincerely,
  
  ***** *********

  Business response

  09/17/2024

  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  
  September 17, 2024
  
  Re: ***** Breedlove   
  Reference Number: 22101358
  
  
  Dear BBB Customer Relations,
  
  We received Mr. ********** rebuttal to our response regarding the washer that was still not working.
  Our records shows the service technician was at his house today September 17th to install the part and the washer is working properly at that time. Since the part had been installed and the call shows closed completed we will close the rebuttal.
  
  We apologize for any problems or frustrations that Mr. ****************** have experienced with ***** Home Services. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.
  
  
  
   
  Sincerely,
  
  ***** ******
  Regulatory Complaints Specialist
  Email: ********************************************************************

  Customer response

  09/23/2024

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

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting since April 2024 to have my freezer serviced. A service person came out and said I needed a compressor which I paid $1,080 for and then another service person came out and said my compressor was fine and it&#**;s my fan that needs replacing. I just need my freezer serviced and a refund for the $1,080.

  Business response

  09/10/2024

  September 10, 2024
  
  Customer Relations
  **********************
  *********************************************>*******, *******; 60611
  
  Re:  ******** ***********************
  
  Dear BBB Customer Relations:
  
  We have completed the investigation of **************** complaint regarding her dissatisfaction that her freezer failed sooner than expected.
  
  We apologize that **************** freezer failed to meet her expectations of longevity. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer.

  After reviewing **************** complaint and our records, we contacted our service department and were informed that on August 14, 2024 all the ordered parts were installed on **************** freezer. Once this was done, the appliance in question was found to be in working order. Based off the aforementioned, we have closed our files.

  We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Ema C
  Regulatory Specialist,Regulatory Complaints
  Transformco LLC
  imx integrated member experience

  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased GE Washer and extended warranty Sept 2021 6/29 Washer machine breaks. Contacted New Leaf Services to schedule repair. Scheduled service for 7/2. Received text from ***** (aka A&E Factory Service) confirming appt.6/30 Received reminder text from A&E regarding appt on 7/2 and to confirm. 7/2 Received text confirming appt and that service technician was on his way. Received phone call from tech also. Tech arrived. Parts needed to be ordered. Due to holiday weekend parts should arrive either 7/5 or 7/8. Tech would call on 7/8 to confirm if we had the parts. Received text confirming service appointment for 7/8 between 1pm-5pm.7/8 No call 7/11 Contacted New Leaf to check status. They were having issues finding all the parts. I was told that A&E did not have any of my contact information to update me on status. Now that they do and I would receive regular updates. Did not hear from A&E. SO how did I get texts and calls from them and the service technician?7/15 Called again. No new information. Tried calling A&E directly. Could not reach a live person. Called New Leaf back. They would outsource to find the parts. 7/22 Called again. No new information.7/24 Called again. They found the parts and the parts would be expedited to my home and I would receive a tracking number within 24 hours. Never received a tracking number.7/26 Parts arrived at my home. Contacted New Leaf to schedule the repair. Scheduled for 7/30 between 1pm-5pm and I would receive confirmation. Never received confirmation.7/29 Contacted New Leaf to make sure the repair appt was still going to be on 7/30. I was told that A&E rescheduled my service appt to 8/12. They had no other appt available sooner. New Leaf representative said they would try to find another service provider.

  Business response

  09/03/2024

  September 3, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** *******************************
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found both service orders were canceled and we do not have any open service orders. If ********************** still requires repair, she may open a new call as we are only an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.  
  
  We apologize to ********************** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

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

  Business response

  08/20/2024

  Transform ********************* LLC
  
  August 20, 2024
  
  
  
  
  Customer Relations
  **********************
  ************************************************************
  *******,*******; 60611
  
  
  Reference File # ********- *****************
  
  
  Dear BBB Customer Relations;  
  
  We wanted to provide you with an update regarding the investigation of ************** case, our team has diligently looked into the matter, and we appreciate your patience throughout this process. Rest assured, we are working to resolve the issue as quickly as possible.
  At this stage, we require some additional time and information to thoroughly review all the details and ensure a comprehensive resolution. Please be assured that his satisfaction remains our top priority. We anticipate being able to provide you with a more detailed update shortly. In the meantime, if you have any questions or concerns, please don't hesitate to reach out to me at *****************************
   We apologize for any problems or frustrations that ************** may have experienced with *************************** We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible
  
  
  Sincerely,
  
  
  *************************
  Regulatory Complaints Specialist
  

*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. ↩