A & E Factory Services

I am very happy with the resolution and the quick response Thank you for your help and the communication I am only upset that I had to ask for help and the length of time it took to get a resolution Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Jose ***

Initial Business Response /* (1000, 6, 2015/09/17) */
September 17,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: ***
Dear Ms***
We have completed the investigation of Ms.*** complaint
regarding her dissatisfaction that the service on her dishwasher has not been completed in a timely manner
It is unfortunate that we failed to meet Ms.*** expectations when we recently scheduled a dishwasher repairWe value Ms.*** patronage and can understand her frustration when the repair of her dishwasher took longer than she expectedUpon receipt of Ms.*** complaint we reached out to ***, with District Operations for Unit *** to assist with Ms.*** concernHe reviewed the service orders and confirmed that our tech diagnosed the dishwasher on September 8, and had to order an additional partThe part was expedited and was delivered on September 10, He contacted Ms.*** and informed her that the part had arrived and service was scheduled for September 14, Our records indicate that due to the multiple repair attempts, on September 14, Ms.*** requested a replacement dishwasher and she was referred back to her service contract provider, ***
As clarification, the contract to service the dishwasher is not held by A&E Factory ServiceWe are contracted by ***to provide warranty service and any questions regarding her request for a replacement, would have to be directed to *** With that being said, since we have no other responsibilities, other than to provide service and this has already been done, we ask to have this matter closed
Again, 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,
***
Regulatory Complaint Specialist
A&E Factory Service
XXX-XXX-XXXX direct
Initial Consumer Rebuttal /* (3000, 8, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe my expectations to have my dishwasher repaired and/or replaced were too highIt took five service calls, and seven weeks to determine the dishwasher needed to be replacedI am still waiting for all the paperwork to go through to get the authorization for replacement
*** was suppose to call me back several times, and never didI would have appreciated his help in expediting the repairs prior to seven weeks into the sagaIf this had happened, I wouldn't have needed to contact Revdex.com
The lack of service and concern by A & E is very upsettingHopefully this was just a one time happening, and their other customers are not experiencing the delays and lack of experience for their repair men

The unit is not working as designed, the technician left the home without even testing the unitThe parts that were replaced are the same parts from a previous repair order, technician failed to look at past notesThe parts replaced on May 12th were the Rotor, and Stator assembly which had been replaced on a previous visitThe unit is still failed, not running and no follow up action or communication has been made with meI am currently working with ** Executive department in order to find resolution, A&E Factory service has not repaired this machine
Complaint* ***
I am rejecting this response because:
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
UnFortunate to learn the hard way not to use this company with poor service and low ethicsHours wasted talking to many people with little competence in order to be reimbursed for services that they could not perform (They initially said they could do the work but required payment prior to service)
Sincerely,
Glen F*

May 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
*** *** * *** ***
*** *** ***
We have completed the investigation of *** *** rebuttal regarding his dissatisfaction with the multiple repair attempts on his washer
We have received *** *** rebuttal and would like to note that repair was completed on May 12, and part was installed and unit has been deemed as working as designedWhile we understand that he was dissatisfied with the service he received, we are unable to grant his request for a replacement washer. The fact remains that *** *** is not covered under any type of protection agreement and therefore is not entitled to receive a replacement. Unfortunately, we are not always able to arrive at a resolution that would meet with a consumer’s complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In *** *** case we do apologize that we failed his expectations, but his washer has been restored to working order and our decision is final.
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, 10, 2015/09/28) */
Contact Name and Title:***
Contact Phone: XXX-XXX-XXXX
September 28,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** - *** ***
Dear Ms***
We
have completed the investigation of Ms***'s complaint regarding the emails she was receiving for a service call that was scheduled for another person for A&E Factory Service
As clarification, A&E Factory Service is a business affiliated with Sears Holdings CorporationIt turns out that a consumer with the last name *** provided an email address of ***@yahoo.com when she scheduled a repair on her rangeOur Sears database shows this same email address associated with Ms***We can only guess that Ms*** made an error when entering her email address and so entered an email that was incorrect and just happened to match a real email address belonging to Ms***To stop Ms*** from receiving emails intended for Ms***, we have removed the ***@yahoo.com email address from Ms***'s recordIf Ms*** receives any further emails that are intended for another consumer, she is welcome to forward these to me at ***@searshc.com, so that I can investigate furtherIn the interim, since it is our understanding that Ms*** should cease receiving emails now that were intended for Ms*** since the email address has been removed from her record, 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

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: *** ***
Contact Email: ***@searshc.com
May 4,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** - *** ***
Dear
Ms***
We have completed the investigation of Ms*** complaint regarding the repair of her refrigerator
Upon receiving Ms*** complaint, we escalated her concerns to the local service unit and found that she has been approved by *** to have a replacement unitBecause of this, repair is no longer neededWe apologize for any inconveniences that Ms*** may have experienced and are happy to hear that this is being resolved through ***That being said, because Ms*** is in the process of receiving a replacement refrigerator through the manufacturer, we respectfully request this complaint be closed
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,
*** ***
Regulatory Complaints Specialist
XXX-XXX-XXXX
***@searshc.com

March 9, 2016 *** ***Revdex.comNorth Wabash Ave., Ste#2006Chicago, IL 60611 *** *** * *** *** *** *** *** We have completed the investigation of *** *** complaint regarding the charges she was assessed for a repair to
her refrigerator. We would first like to clarify that for our minimum fee of $99.00, we will provide the customer with an in-home assessment of the appliance and an estimate for any repairsThat fee would then be incorporated into any estimate for repairsSo if no repair was made, the $would be due, and if there was a repair it would include that $plus any labor or parts chargesAs for the coupon that *** *** presented, it would have applied towards the repair costs but not off of the minimum feeWe would also point out that our technician was at the home for minutes and not the minutes that *** *** references that it took him to complete the repair. With that said, while the charges that were assessed were correct for the work that was provided and the coupon that was presented, the gray area for us has been trying to determine if *** *** was provided with the estimate for repair charges prior to the work being providedWe have not been able to confirm this 100% either wayIn the absence of unequivocal proof then, we were willing to refund her for any charges above $as a one-time customer courtesyAccordingly, we have issued a mailed bank check for $that is being sent to the same address referenced on this complaint*** *** should be aware that the check will be under Sears’ name rather than *** *** ***, and it should arrive within approximately 1-weeksIf she has not received it by March 28, 2016, she is welcome to contact me at *** In the interim, since we provided *** *** with her requested resolution, 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,*** ***Team Manager, Regulatory Complaints*** *** *** ***

November 7, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Sarah K*** - # *** Dear Ms*** We have completed our investigation of MsK*** complaint regarding service to her dishwasher
It is regrettable that we failed MsK*** expectations when she recently contacted Sears Home Services to repair her dishwasherWe appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize to MsK*** for any inconvenience we may have caused Upon receiving MsK*** complaint, we contacted the local service unit for assistance. Delores H*** responded that a refund cannot be issued to MsK*** for the deductible or can the amount be applied towards the deductible from another service provider. Our records show that the check that MsK*** submitted for payment did not clear; therefore, no money has been collectedAdditionally, we confirmed that the parts were picked up from her home on November 4, 2017. With that said, since we have addressed MsK*** concerns, we have closed our file We appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Jason C***

June 24, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: *** ** *** * * *** Dear Ms*** We have completed our investigation of Ms*** complaint regarding Sears Home Services It is
regrettable that we failed Ms*** expectations when she recently scheduled service with Sears Home ServicesWe value Ms*** patronage, but we can understand how the series of events noted within her complaint may have exacerbated her frustrationsAdditionally, we would like to assure Ms*** that we appreciate her valuable feedback, as we do not take these matters lightly. We sincerely apologize for any inconvenience we may have caused Ms*** Upon receiving Ms*** complaint, we contacted the local office for assistance. *** *** subsequently spoke with Ms*** regarding her concerns. Although Ms*** was offered sooner service, she elected to keep her scheduled appointment due to prior commitments. Additionally, Ms*** advised Ms*** that she would send her a business card with her direct contact information in the event she requires further assistance. Lastly, we have processed a 15% service refund for Ms***; she should see a credit in the amount of $post to her *** account ending in *** within the next seven to ten days. In the interim, since our records show that the repair to Ms*** refrigerator has been completed and we have documented her concerns with the repair process, we ask that this matter be closed Again, we apologize to Ms*** and we appreciate the opportunity to address this matter Sincerely, *** *** Regulatory Complaints Specialist

Initial Business Response /* (1000, 10, 2015/06/18) */
June 13,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL XXXXX
Re: *** *** - # XXXXXXXX
Dear Ms***
We have completed our investigation Mr***' complaint regarding his
dissatisfaction with A&E Factory Service
First, we would like to apologize to Mr*** for failing his expectations in regard to the repair of his refrigeratorAdditionally, we would like to assure Ms*** that we appreciate his valuable feedback, since we compile this information to identify any negative trends and work towards rectifying any shortcomings within our customer service networkWe do not take these matters lightly and have forwarded Mr***' concerns to the appropriate management team for further reviewOn June 11, 2015, the technician returned to Mr***' home to install parts that were previously orderedOur records show that the repair was completed that same dayWith that said, since we have repaired Mr***' refrigerator, albeit later than expected, and documented his concerns with the repair process, we ask to have this matter closed
Again, we apologize to Mr*** and we appreciate the opportunity to address this matter
Sincerely,
*** ***
Regulatory Complaints Specialist

Complaint: ***
I am rejecting this response because:I was informed by ** that if A&E could not fix the dryer within visits, they, A&E would give me a new dryer One of the reps told this to me That A&E has chances to do this ** has a yr warranty on the dryer and the complaint was filed within that time frame I have now endured visits from A&E to fix this dryer The first visit by Guy, the dryer was looked at and a part ordered Ever since Guy was here, the lint is not being sucked up into the lint collector It looks to me that the dryer was moved too close to the wall during Guy's repair visit and the lint may be spitting outside of the hose, thereby reducing the suction function I've asked A&E to check on this for me because it can cause a FIRE HAZARD as well as reduce the life of the dryer They have refused even tho they created the problem.The second repair visit, the ordered part was broken but the repair person couldn't open the dryer I asked that Guy return on the 3rd visit but that didn't happen A repair person arrived who also couldn't open the dryer and admitted that Guy was a dryer repair specialist and that he should have been sent Instead this other fellow, who had no idea how to even open the dryer had to leave because he got no where with the repair That is now days of my limited time on earth that I've had to wait for and deal with A&E's incompetancy!!! I now have to wait for a 4th repair date and have no idea if Guy is coming A&E also sug**sted that the 4th visit be a training session for another repair personI refused Training should be done at their office and not on my time in my miniscule laundry room! A&E has over thousand complaints on *** *** site They send emails changing my appointment dates and times without consulting with me first and then I have to again spend my precious limited time trying to reschedule They have no respect for anyone and continue to send incompenant repair people to waste my time and energy A&E has been unable to fix this dryer and caused me a great loss of income as well as aggrevation I want them to replace the dryer because they are clearly incapable of fixing it
Sincerely,
*** ***

July 18,
*** ***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: *** * *** ***
Dear Ms***
We have completed the investigation of Mr*** complaint regarding the recent repair of his
refrigerator
Upon receiving Mr*** complaint, we escalated his concerns to *** ***, Territory Member Advocate Supervisor. Ms*** called Mr*** and discussed his concerns and after talking, he verified that his refrigerator is currently working properly. Because we value Mr*** patronage, we have processed a gift in the amount of $which will be received in 7-days to the address listed on this complaint. That being said, because we have addressed Mr*** complaint, we respectfully request this complaint be closed
We apologize to Mr*** 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
***
***

Complaint: ***
I am rejecting this response because: even though their initial response to you is accurate from our conversation it has been many days since I sent info they requested and I have not heard back from them it really should not take this lng to investigate situation.
Sincerely,
Randy ***

October 14, *** *** Revdex.com North Wabash Ave., Ste#Chicago, IL Re: Kim C*** - # *** Dear *** *** We have completed our investigation of MrsC*** complaint regarding A&E Factory Service
It is regrettable that we failed MsC*** expectations when service was scheduled with A&E Factory Service through *** ***, the warrantor of her service contractWe value MrsC*** patronage and sincerely apologize to MsC*** for any inconvenience we may have caused Upon receiving MrsC*** complaint, we contacted the local office for assistance Brenda P*** responded that she spoke with MsC*** regarding her concerns. It appears that when the technician arrived at MrsC*** home, he found that the refrigerator was frozen. He explained that the unit needed to be thawed out and he ordered a part in the interimMrC*** attempted to install the part but could not, so a follappointment was scheduled. Upon further inspection of the refrigerator, he found that the unit was melted; the damage either occurred when MrC*** tried to defrost the unit or by the company that came out two years ago that used a hair dryer on the unit to melt the ice. MsP*** explained that the A&E Factory Service technician could not proceed with the repair because of the pre-existing damage. With that said, since we have clarified why the repair could not be completed by A&E Factory Service, we have closed our file Again, we apologize to MsC*** and we appreciate the opportunity to address this matter Sincerely, Melissa L*** Regulatory Complaints Specialist

Nita *** Revdex.com North Wabash Ave, Ste#Chicago, IL Re: Jose *** #*** Dear Ms***: We have completed the investigation of Mr***’s complaint regarding the replacement of his dishwasherDelores ***, Sears Home Services Support
Specialist provided the following response: Sears Home Services worked with the local Sears in West Oaks Mall to replace Mr***’s dishwasherWe apologize to Mr*** for the on convenience noted in his complaintIf I can be of any additional assistance to Mr***, he can reach me at 281-647-Since it is our understanding that Mr***’s concerns have been addressed, we ask that this complaint be closedWe apologize to Mr*** and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concernsSincerely, Adam *** Regulatory Claims Specialist Sears Holdings Corporation Adam.***@searshc.com

Initial Business Response /* (1000, 7, 2015/07/15) */
July 15,
***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # ***
Dear Ms***
We have completed the investigation of Mr.*** complaint regarding
his dissatisfaction with the problems he encountered when scheduling service for his washer and the service he was provided by the initial technician
It is unfortunate that we failed Mr*** expectations when he recently scheduled a washer repairWe value Mr.*** patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experienced when we kept assigning the same technician and that he failed to arrive within the expected time frameWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
On July 10, *** Support Specialist for Unit *** contacted Mr*** to discuss his concernsMr*** confirmed that the washer has been repaired and is working nowShe apologized for the inconvenience and offered him a $gift card and he accepted the offerOn July 15, we issued the gift card and Mr*** should receive it via email, to the email address he provided on his complaint, within business daysSince the washer has been repaired and the gift card is a resolution that met with Mr.*** approval, we have closed our file
Again, 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,
***
A&E Factory Services
Regulatory Complaint Specialist
XXX-XXX-XXXX direct

Initial Business Response /* (1000, 7, 2015/07/15) */
July 15,
Nita***
Revdex.com
North Wabash Ave., Ste#
Chicago, IL
Re: # *** - Rick ***
Dear Ms.***:
We have completed the investigation of Mr***'s complaint regarding
his dissatisfaction with the problems he encountered when scheduling service for his refrigerator
It is unfortunate that we failed Mr***'s expectations when he recently scheduled a refrigerator repairWe value Mr***'s patronage, but can understand his frustration due to the series of events noted in his complaintWe would like to apologize for the inconvenience and disappointment that Mr*** may have experienced when our technician did not arrive for the scheduled service appointmentWe want to assure Mr*** that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further
On July 8, Debby *** Customer Advocate for Unit 8129, spoke with Mrs*** and discussed their concernsMs.*** offered to schedule another technician to diagnose the problem with the refrigeratorMrs*** stated that there was no need since they had already purchased another refrigerator due to compressor problemsFor their inconvenience, Ms.*** offered her a $gift card and she accepted the offerOn July 15, we issued the $gift card and Ms*** should receive it via email, to the email address listed on their complaint, within business daysSince we have addressed the issues brought forth in Mr***'s complaint, we have closed our file
Again, 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,
Matilda ***
Regulatory Complaint Specialist
A&E Factory Services
***
Initial Consumer Rebuttal /* (3000, 9, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, I was not available to take Ms.***'s callMy wife talked to herIf I had taken her call I would have told her that a $gift card was not a satisfactory responseSear's Service, and their sub company, A&E, missed both appointments with no call to me until I called them, after the scheduled appointments
I do not believe that they will ever adequately respond to this complaintMy best option is to not shop with them againWe have already done this by purchasing our new refrigerator through LowesBy the way, their service department delivered our new refrigerator on the 4th of July, and they actually came early, and called

Initial Business Response /* (1000, 5, 2015/08/02) */
Contact Name and Title: ***
Contact Phone: ***
August 2,
***
***
***
***
We have
completed the investigation of* complaint regarding the repairs we were attempting to provide under her Frigidaire manufacturer's warranty on a freezer purchased through ***
As clarification, we are not the obligor under any warranty that*** might have through the manufacturer and/or the retailerWe are just the service provider that they contracted with to repair her freezerAs such, we would not make any determination on replacing the freezer and would have no responsibility or power to make this happen; that would be a decision rendered by the obligor of her warrantyOur records show that after we completed the first repair, which evidently did not provide a long-term resolution to the problem,*** was set up for another call for July 22, In the notes for that call, it requests to not send a certain technician but then does not give a specific technician ID number or name; it just says to not send the one that came out beforeUnfortunately we had two technicians that came out before and the first one that came out was the one assigned to the callSince they did not have anyone else except him to run the call, it was rescheduled for July 30thOn that date we received a call to cancel the call, so we assume that the warranty provider either contracted another service company or made a decision to replace the freezerEither way, since we are unable to provide service without an open service order set up by the manufacturer, and for now we do not have any open, we are unable to assist furtherIf* still requires assistance in reference to her freezer, then she would need to reach out to her warranty provider
We apologize to*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was very clear to A&E about the issue with the technicianThe technician assigned to service on July was the one who did not follow their protocol and entered my residence without permissionI was extremely clear regarding this issueI could not give a tech number as I did not receive any paperwork or documentation from the service callI did not cancel the visit on the 22nd of JulyI called in the morning to confirm the estimated service call time- and was told 1500-by no tech, I called and was told he was running late and was on the wayby no tech - called and was told call canceled by ***Called ***, did not cancel call*** calls A&E and discovers TECH CANCELED callYet no one had the courtesy to notify the customerA&E called on July to say they would be unable to make it (after the time scheduled) and needed to reschedule for August
Bottom line: Follow your own rules- do not enter without permissionProvide receipt and or documentation to customerHave integrityTelling me the only tech was the one from July visit in the areanot true as you stated in this response there were and you couldn't determine which had issueagain, I was clear to your call desk - JulyThe tech from June was greatbottom line: your customer service failed and only made a difficult situation more difficultIn future dealings, I hope customer service improves as I'm forced into business by *** service center
Final Business Response /* (4000, 9, 2015/08/16) */
Contact Name and Title: ***
Contact Phone: ***
August 16,
***
***
***
***
We have completed the investigation of* rebuttal to our response
While we realize that*** gave more specific directions to the person she spoke to over the phone, what we conveyed was that the information did not clearly make it into our recordWe are not sure though exactly what she is still requesting from usWe still do not have an open service order, so we are unable to dispatch a technicianIf she still requires a repair she needs to have her warranty provider schedule thisIn the interim, since we remain willing to assist, we have closed our file
Again, we apologize to*** and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns
Sincerely,
***
***
*** ***
***