A & E Factory Services

September 12, [redacted] Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL Re: # [redacted] Dear Ms [redacted] We have completed the investigation of MsR [redacted] complaint regarding her dissatisfaction with the service she was receiving on her refrigeratorWhile we were only the contracted service provider and therefore not responsible for any decisions to replace or contract a different service provider, when we received MsR [redacted] complaint May 26, 2017, we immediately reached out to our local service unit to see if they could expedite her repairIt turned out the technician in the area had a death in the family, but they were able to route a different technician out for June 1st and repairs were completed that dayIt looks like the technician found a couple of different technician bulletins from S [redacted] that corresponded to MsR [redacted] issue and he provided the recommended fixesWe have not been contacted since that time and we apologize that we did not respond earlier when the service was completed months ago Again, we apologize to MsRier and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concernsSincerely, [redacted] Team Manager, Regulatory ComplaintsDirect Line: [redacted] Email: [redacted]

I have received my check back and am satisfied with the resolution of this complaintThank you for all of your assistance in correcting the very poor service I previously received Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Sarah K [redacted]

Initial Business Response / [redacted] (1000, 12, 2015/09/28) */ September 28, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: # [redacted] Dear Ms[redacted] We have completed the investigation of Ms[redacted] complaint regarding the information she was allegedly provided regarding parts when she called to schedule a service call We would first like to clarify that A&E Factory Service has never included the cost of parts at a fixed price nor can we think of any other service providers that provide collect calls where there is a flat rate cost for parts no matter what part is neededWe have had calls for some providers where the labor is a fixed price and the only thing owed above the flat-rate labor is the cost of parts, but never the reverseWe mention this only because since we have never done this, it would be highly unusual for one of our call scheduling agents to say thisAdditionally, there are scripts given to these agents to quote, and that information would not be included in any of our scripts With that said, we did attempt to have the call located to see if we could listen to the recording and determine exactly how Ms [redacted] could have misunderstood whatever information it was that was provided to herUnfortunately, we only record approximately 60-70% of our calls for training purposes, and it turned out that this call happened to be one that was not recordedWhile we still maintain that we did not tell Ms [redacted] that parts would be included in our minimum fee that only covers the cost to provide an in-home service call along with an estimate, as a one-time courtesy we have issued a refund for the $collected simply because the information given must not have been as clear as we would have wished or she would not have been so mistakenThis refund was issued as a mailed bank check to the name and address listed on this complaint and it should arrive within the next 2-weeksIf Ms [redacted] has not received it by October 19, 2015, then she is welcome to call me at XXX-XXX-XXXXIn the interim, since an equitable resolution has been provided even though we were unable to verify Ms[redacted] allegations, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: XXX-XXX-XXXX Email: [redacted] @searshc.com Initial Consumer Rebuttal / [redacted] (2000, 14, 2015/09/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the responseI contacted A&E Factory services SEVERAL times before filing a complaint in an attempt to resolve the matterI have never filed a Revdex.com complaint and I hope this is my lastI was shocked at the way I was treated and the response I got from management when contacted and they never called me back after stating the call would be investigatedI am pleased with the result

February 8, Nita [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Steven W [redacted] - # [redacted] Dear Ms [redacted] : We have completed our investigation of Mr [redacted] complaint regarding his washer repair It is regrettable that we failed Mr [redacted] expectations in regard to his washer repairWe value Mr [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrationsAdditionally, we would like to assure Mr [redacted] that we appreciate his valuable feedback, as we do not take these matters lightly; the District Manager and Technical Manager have been forwarded his concerns and they will provide the appropriate coaching to the technicians that serviced his washer We sincerely apologize for any inconvenience we may have caused Mr*** Upon receiving Mr [redacted] complaint, we contacted the local service unit for assistance On February 8, 2017, Tammy with [redacted] responded that she processed the request refund for Mr***; he should see a $credit post to his Visa account ending in [redacted] in the next five to seven days Additionally, she spoke with Mrs [redacted] regarding the recent washer service and provided her with a direct telephone number if she needed further assistance Mrs [redacted] advised that the washer has been repaired by another service provider so no repairs are needed at this timeWith that said, since we have documented the ***s’ concerns with the repair process and we have issued the aforementioned refund, we ask that this matter be closed Again, we apologize to Mrand Mrs [redacted] and we appreciate the opportunity to address this matter Sincerely, Melissa [redacted] Regulatory Complaints Specialist

February 1, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Ms [redacted] complaint regarding the service she has received from A&E Factory Service We first want to clarify that warranty service is scheduled by the manufacturer, and if it is meant to be covered, then the manufacturer sets the order up with a special production ID that identifies how the technicians handheld computer should charge the customerA&E has nothing to do with this or with what is or is not covered under a manufacturer’s warrantyWe are just contracted by the manufacturer to service the applianceIf we are told by [redacted] that we must collect charges if the service is not related to a defect in material or workmanship since that is all they would cover, then we must do so We noticed on the newest service orders that were filed after this complaint was opened, there are special production ID’s that were not on the others along with authorization codesHowever, there are still notes from [redacted] indicating that only defects are coveredThis means on the one that was closed a couple of weeks ago, that we charged [redacted] for the repair and not Ms***If she feels she was charged in error on a previous call, then she would need to take that up with [redacted] to see if they would reimburse herIn the meantime, we show she is scheduled for another repair on February 3rd, and hopefully this will resolve her ongoing service issue We apologize to Ms [redacted] and appreciate the opportunity to address this matter Please feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Team Manager, Regulatory Complaints Direct Line: [redacted] Email: [redacted]

Initial Business Response / [redacted] (1000, 12, 2015/09/30) */ Contact Name and Title: [redacted] Contact Phone: [redacted] September 30, [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL Re: [redacted] # XXXXXXXX Dear Ms[redacted] : We have completed the investigation of Ms***' complaint regarding service on her washer It is unfortunate that we failed Ms***' expectations when she called A&E Factory Services for service on her washerWe value Ms [redacted] patronage and can understand how the series of events noted in her complaint has caused her to lose faith in A&E Factory ServicesWe can assure Ms [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be avertedOur service records indicate that the repairs were completed on September 29, and the washer is now working as designedAs for the attitude of the technician who came to Ms***' home, we have forwarded her concerns to management so that this issue can be addressed properlyThat being said, because we have repaired Ms***' washer, we respectfully request this complaint be closed We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist [redacted] Initial Consumer Rebuttal / [redacted] (3000, 14, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Two technicians were out to repair/install ordered parts to the washer on 9/29/However, after two hours of being in my home your technicians left and the washer machine still is not operating!! Now I'm really growing weary with A & E factory service!! Final Consumer Response / [redacted] (2000, 18, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response / [redacted] (4000, 16, 2015/10/06) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX October 6, Nita [redacted] Revdex.com North Wabash Ave, Ste# Chicago, IL XXXXX Re: [redacted] # XXXXXXXX Dear Ms[redacted] : We have completed the investigation of Ms***' rebuttal regarding service on her washer We have received Ms***' rebuttal and apologize that she continues to have issues with her washerOur service records indicate that Ms [redacted] is scheduled for repair today, October 6, That being said, because we are in the process of repairing Ms***' complaint, we have closed our file We apologize to Ms [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaints Specialist XXX-XXX-XXXX

November 16, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sarah K [redacted] - # [redacted] Dear Ms [redacted] We have completed our investigation of MsK [redacted] rebuttal to our previous response Upon receiving MsK [redacted] follconcerns, we contacted Territory Advocate Supervisor Delores H [redacted] for further assistance MsH [redacted] reached out to the technician, who confirmed that he still had the check MsH [redacted] advised the technician that she would send him an envelope so he could mail the check to MsK [redacted] ; she should receive the check in the next two weeks If MsK [redacted] has any further questions, she can contact MsH [redacted] at ( [redacted] ***-*** In the interim, we have closed our file Again, we appreciate the opportunity to address this matter Sincerely, Melissa L [redacted] Regulatory Complaints Specialist

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me At this point, there is likely nothing else that can be done - the repair has held, for now Sincerely, Jennifer R***

February 7, [redacted] Revdex.com North Wabash Ave., Ste#Chicago, IL Re: [redacted] Dear Ms [redacted] We have not completed the investigation of Mr [redacted] complaint regarding his washer Mr*** is currently scheduled to have a technician install a rotor and stator assembly in his washer on February 7, Additionally, Mr [redacted] has been refunded the $trip fee from his initial visit and a $labor discount is being applied to the current repair Due to the time constraints, we are submitting this pending letter to advise you of our intentions and to request additional time to address this matter We are confident that the repairs will resolve the issues with Mr [redacted] washer, but we ask that this case re [redacted] open, pending the completion of Mr [redacted] repair Thank you for your patience Again, we apologize to Mr [redacted] and we appreciate the opportunity to address this matter Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response / [redacted] (1000, 10, 2015/06/18) */ June 10, 2015 Nita [redacted] RevDex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL 60611 Re: 94551266 - Andrea [redacted] Dear Ms. [redacted] : We have completed the investigation of Ms. [redacted] complaint regarding her... service experience with the A & E repair service on her double oven. Due to the nature of Ms. [redacted] concerns, we opened a claim with Sedgwick, our third-party claims adjuster. If Ms. [redacted] has any questions regarding her claim, she can contact Alfred [redacted] , her claims examiner at [redacted] and reference claim [redacted] . As clarification, once the claimant has been assigned a claim number through Sedgwick, they provide an official response representing Sears. Sedgwick has been entrusted by Sears to represent our interests in assessing all liability claims; we have empowered them to accept or deny a consumer's claim. The fact remains that whether the decision they render is favorable or not, we are unable to obtrude upon Sedgwick's actions; their decision on any claim is final. In the interim, since Ms. [redacted] issue is being handled through a standardized claim process with Sedgwick and it is an industry standard that any discussion or disputes on such a claim would have to be directed to the claim handler, we have closed our file. We apologize to Ms. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Vanessa L. [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted] Vanessa [redacted]

March 8, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Ken TF* - # *** Dear Ms*** We have completed our investigation of MrF* complaint regarding his refrigerator repair
It is regrettable that we failed MrF* expectations when he scheduled a repair through A&E Factory Service. We sincerely apologize to MrF* for any inconvenience he may have experienced Upon receiving MrF* complaint, we contacted the local service unit for assistance. Sandra M*** with *** responded that she spoke with MrsF* on March 7, 2018. MrsF* explained that she could not wait for the repair any longer and she had another service provider complete the repair. MsM*** advised MrsF* that she would submit a refund request for $254.99; the amount that was paid minus the cost of the part. Accordingly, the F*s should receive a refund check in the next two to three weeks. In the interim, since we have documented Mrand MrsF* concerns with the repair process and we are providing them with a fair resolution, we have closed our file Again, we apologize to Mrand MrsF* and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist

Initial Business Response /* (1000, 7, 2015/10/13) */
October 13,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Mr.*** complaint
regarding the charges he was assessed for a refrigerator repair
We would first like to clarify that we do not offer any "flat rate" labor pricesOur pricing structure involves quoting a minimum fee of $in this case, to provide an in-home visit where we will assess the appliance and provide an estimate for repairThat estimate would incorporate that minimum fee along with any charges for parts and the labor to provide any repair, whether parts were used or notIf our estimate is declined, then we collect at least the minimum fee to cover our expenses for the trip and diagnostic services
In Mr.*** case, it appears that when he contacted Samsung, they either provided him inadvertently with incorrect information regarding our prices or he misunderstoodOur technicians generally call in advance to ensure that the pricing is clear before we go to the home and we can only speculate that the technician did not realize that Mr*** was under the impression that the most we would charge for labor was the minimum trip fee of $
With that said, since there appeared to be confusion all around even though it was not our fault that Samsung may have set an incorrect expectation, and also because the time our technician was at the home was particularly short, our customer support group refunded Mr*** $on September 22, This was processed as a credit to his Visa card ending in 0628, and should have posted to his account by nowAccordingly, since he received the resolution he requested, we have closed our file
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: ***
Initial Consumer Rebuttal /* (2000, 9, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
In the endthey did refund the fraudulent chargeThe fact that I had to deal with multiple unhelpful layers of their bureaucracy where they basically told me to pound sand, and I had to file a complaint to get any sort of relief speaks for itselfThere was no "mis-understanding" whatsoeverThe fee was quoted and confirmed 2x with the company and technician before I would let them in my houseThere was no ambiguity in asking and double checking the fee 2x with the company and technicianIf they have a training issue and mis-represent their offering, so be it
In the end they did refund the balance of the fraudulent charge - I will close out the complaint but if you ever need to deal with this company this is what it takes for them to honor their own quoted pricing and policies

Complaint:
I am rejecting this response because:First off, when I called I was never offered the opportunity to have another technician come out I called the day the issue happened. Secondly, the technician told me on the phone that she did not know why she was being sent out because she did not know anything about this refrigerator Her statements at the house clearly contradicted the specifications in the owners manual She was unqualified to be representing your company and to in our house Your company is a scam and I will make sure to let all of my friends know that!
Sincerely,
Chris ***

August 15, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of MrC*** complaint regarding his range repair It is
regrettable that we failed MrC*** expectations when he recently contacted A & E Factory Service to repair his rangeWe value MrC*** patronage and we appreciate his valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused MrC*** Upon receiving MrC*** complaint, we contacted the local service unit for assistance. They responded that due to the conflicting information that MrC*** received regarding his range repair, they have processed a refund request in the amount of $298.54. MrC*** should see a credit post to his *** account ending in *** in the next seven to ten daysWith that said, since we have documented MrC*** concerns with the repair process and we have issued the aforementioned refund, we ask that this matter be closed Again, we apologize to MrC*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

March 23,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** complaint regarding the repair of his washer/dryer
We have
received *** *** complaint and apologize for the issues he has had. We would like to note that his washer/dryer is covered by ***under its manufacturer’s warranty and repair is being done through ***. *** a case manager for ***., is currently assisting *** *** via case# ***. *** states he will be contacting *** *** and discussing his concerns and will be handling his issue going forward. That being said, should *** *** need to contact *** at ***., he can contact him at *** *** *** Because we have addressed *** *** complaint, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: ***
Contact Email***
September 9,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***- *** ***
Dear Ms
***:
We have completed the investigation of Mr***' complaint regarding his dissatisfaction with needing another repair and the time it took to receive service
Upon receiving Mr***' complaint, we have reviewed his service history and can understand why he was frustrated with his experienceUnfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been presentThis is usually not discovered until the customer has a chance to let the item run for awhileRegrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one locationWe understand that this can be frustrating when a customer has a situation like Mr*** and we are pursuing solutions that will provide better options for our customers when these issues occurWhile we do try to accommodate our customers with the soonest service available, unfortunately, we did not have a technician available to repair Mr***' refrigerator any soonerAt this time, Mr***' refrigerator has been repaired and it appears to be working to specificationsAs an apology for any inconvenience that Mr*** may have incurred waiting for repair, we have processed a gift card in the amount of $Mr*** will receive the gift card within 7-business days to the address listed on this complaintThat being said, because we have apologized for the time it took to repair Mr***' refrigerator and processed a gift card, we ask to have this matter closed
We apologize to Mr*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Regulatory Complaints Specialist
XXX-XXX-XXXX
***

*** *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: *** *** *** Dear Ms*** We have completed the investigation of Ms*** complaint regarding a *** television noted as purchased from *** Ms***
noted in her complaint that her *** television was purchased from ***If this is the case Ms*** will need to contact ***, not SearsAdditionally, if the item was purchased from Sears in Ontario, Ms*** will need to file her complaint in CanadaWe apologize to Ms*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, *** *** Regulatory Claims Specialist Sears Holdings Corporation ***

May 11,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*
*** *** ***
We have completed the investigation of *** *** complaint regarding his dissatisfaction with the multiple repair
attempts on his washer
We have spoken to *** *** in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with her experience. Unfortunately, we do have times where the repair that was completed does not resolve all of the issues that might have been present. This is usually not discovered until the customer has a chance to let the item run for awhile. Regrettably, we do have to balance the amount of time spent at one location versus the other customers who have also been scheduled for service and this means that it is not always possible for our technicians to spend an extended amount of time at one location. We understand that this can be frustrating when a customer has an atypical situation like *** ***, and we are pursuing solutions that will provide better options for our customers when these issues occur. At this time, we have offered and *** *** has agreed to have another technician look at the washer again. Repair has been scheduled for May 12, 2016. That being said, because we are in the process of assessing *** *** washer, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
***
***

Initial Business Response /* (1000, 7, 2015/09/01) */
August 31,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: #***
Dear Ms***
We have completed the investigation of Ms*** complaint regarding
the multiple repairs performed on her refrigerator and her request to be refunded in full
As clarification, when we schedule a call that is not covered under any warranty or service contract, we note that for a minimum fee, in this case $115.00, we will travel to the customer's home, assess the appliance, and provide a detailed estimateIf our estimate is declined, then the customer is advised they will still be responsible for the minimum feeIt is also noted on the receipt that our minimum fee is not refundableAdditionally, since these repairs do not have any other coverage, we cover them with our own 90-day repair guaranteeUnder that guarantee if our repair does not correct the issue, we are willing to cover any labor needed for additional repairs and in some cases we also cover the cost of the parts; though sometimes we quote an additional estimate for those charges depending on the situationsIn all instances though, if the newer estimate is declined or the customer no longer wants to proceed with a repair, the minimum fee is retained to cover our expenses to provide this in-home service
In Ms*** case, we never charged her for any of the boards and we also refunded her for the inlet valve that we installed June 19, We also refunded her for all labor charges above the minimum feeOur records show the refund for $was processed as a credit back to Ms*** *** account on August 7, 2015, and this should have posted to her account within 1-business days after that dateWith that said, since we have refunded Ms.*** for the monies she was entitled to receive when she decided that she would rather not proceed with any further repairs, we have closed our file
We apologize to Ms.*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
Team Manager, Regulatory Complaints
Direct Line: XXX-XXX-XXXX
Email: ***@searshc.com

March 10, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL *** *** ** *** * * *** *** *** *** We have completed the investigation of *** *** complaint regarding *** *** *** First, we would like to apologize to
*** *** for failing her expectations in regard to the repair of her refrigerator. Additionally, we would like to assure *** *** that we appreciate her valuable feedback We do not take these matters lightly and we sincerely regret any inconvenience we may have caused *** ***Upon receiving *** *** concerns, we contacted the local service unit for assistance. Initially, they scheduled service for March 3, 2016, but *** *** canceled the appointment and rescheduled for a much later date that was more convenient for her. Currently, *** *** is scheduled for service on March 29, 2016. It is our understanding that the service unit has agreed to waive the labor cost to repair *** *** water dispenser, but she will be responsible for the cost of parts. The service order is noted accordingly. With that said, since an equitable resolution has been proposed, we ask that this matter be closedAgain, we apologize to *** *** and we appreciate the opportunity to address this matterSincerely, *** *** Regulatory Complaints Specialist