A & E Factory Services

Initial Business Response /* (1000, 9, 2015/08/13) */
August 13, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed our investigation of Mr.[redacted] complaint regarding...

service for his Samsung Dishwasher.
Upon receipt of Mr.[redacted] complaint, we found that repairs were completed on July 1, 2015. We can understand how the series of events noted in his complaint has caused him to lose faith in Sears. We regret that this incident occurred, but we can assure Mr.[redacted] that his concerns have been forwarded to management for review so future problems of this nature can be averted. Since it is our understanding that the dishwasher is in working condition we have closed our case.
We apologize to Mr.[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (3000, 11, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They came out and fixed the dishwasher, however it took nearly a month to do it. I had an issue with my refrigerator and requested that Samsung send a different repair company. They completed the work within the week. I do not understand why it took as long as it did. I will never use A&E for another repair and will not recommend them to friends or family.

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,
[redacted]

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,
[redacted]

February 7, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  [redacted] [redacted]   Dear Ms. [redacted]   We have not completed the investigation of Mr. [redacted] complaint regarding his washer.   Mr. [redacted]...

is currently scheduled to have a technician install a rotor and stator assembly in his washer on February 7, 2017.  Additionally, Mr. [redacted] has been refunded the $79.00 trip fee from his initial visit and a $39.50 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

November 16, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  Sarah K[redacted] - # [redacted]   Dear Ms. [redacted]   We have completed our investigation of Ms. K[redacted] rebuttal to our previous response.   Upon receiving Ms. K[redacted] follow-up concerns, we contacted Territory Advocate Supervisor Delores H[redacted] for further assistance.  Ms. H[redacted] reached out to the technician, who confirmed that he still had the check.  Ms. H[redacted] advised the technician that she would send him an envelope so he could mail the check to Ms. K[redacted]; she should receive the check in the next two weeks.  If Ms. K[redacted] has any further questions, she can contact Ms. H[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

Initial Business Response /* (1000, 10, 2015/07/23) */
July 23, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms.[redacted]
We have been unable to complete the investigation of [redacted]...

complaint regarding his dissatisfaction with the service provided by our technician on his washer and dryer; as well as, the problems he encountered with customer service.
[redacted], District Operations Supervisor for Unit[redacted] made multiple attempts to contact Mr. [redacted] and left voicemails with her contact information. Since he has not responded, we are unable to resolve Mr. [redacted] issue until we have the opportunity to discuss the matter with him. He may contact [redacted] at (XXX) XXX-XXXX or via email at [redacted]@searshc.com. In the interim, we will consider this matter closed, pending his response.
Again, we apologize to Mr. [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]
Regulatory Complaint Specialist
A&E Factory Services
XXX-XXX-XXXX direct
Initial Consumer Rebuttal /* (3000, 12, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company continues to NOT ACKNOWLEGE thier RESPONSIBILITY, ACCOUNTABILITY, and CONTINUAL DISRESPECT THEY HAVE SHOWN IN THIER CALLOUS LACK OF RESPONSE TO ADDRESS THE SPECIFIC ISSUES OF THIER PATHETIC SERVICE RENDETED UNTO ME:-(((
Final Business Response /* (4000, 18, 2015/08/18) */
August 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: #[redacted]
Dear Ms.[redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction with the service provided by our technician on his washer and dryer; as well as, the problems he encountered with customer service.
On August 12, 2015, [redacted] District Manager for Unit[redacted] reached out to Mr. [redacted] to discuss his concerns. It is unfortunate that we failed Mr. [redacted] expectations when he recently scheduled a washer repair. We value Mr. [redacted] patronage, but can understand his frustration due to the series of events noted in his complaint. We would like to apologize for the inconvenience and disappointment that Mr. [redacted] may have experienced. We want to assure Mr. [redacted] that his complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further. Mr.[redacted] provided Mr.[redacted] his direct phone number and requested that he him in the future if he is willing to let us prove our expertise in appliance repair in the future. For his inconvenience, we issued Mr. [redacted] a $75 gift card. With that being said, since have addressed the concerns brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr.[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]
Regulatory Claims Specialist
A&E Factory Service
XXX-XXX-XXXX

April 18, 2016 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611 [redacted] [redacted]   [redacted] We have completed the investigation of [redacted] complaint regarding the charges she paid for several repair...

visits on her washer. We would first like to clarify that the only monies we have ever collected from [redacted] would be our minimum fee of $84.99, which covers the trip to the home and the assessment of the appliance. All of our repairs, and even estimates, come with a 90-day guarantee, and when [redacted] felt the assessment was incorrect, we dispatched a technician on a second call. During that service call the technician found that a belt had stretched and was slipping. The technician replaced the belt and did not charge [redacted] for the part or any charge for labor even though she had not previously paid any labor charges and had only paid our minimum fee of $84.99. When [redacted] remained unsatisfied we returned a third time and the tech found that the rear bearings had went out and determined that we would need to replace the front and rear bearings along with a basket assembly and new gasket; there is no mention made of a bracket.  With that said, it sounds like the other company may have just been speculating, which does not make their speculation a fact. Generally when the bearings are going they are going and once they have gone, the only repair is to replace them. So whether we told [redacted] on the first visit that we felt her bearings were going and were going to need replacing, or told her on the third, which is what happened, she would still have owed our minimum fee. If [redacted] could submit the receipt from the other repair provider, and if that receipt is contrary to the findings on our last service visit, then we would be willing to reimburse her the amount of the minimum fee of $84.99.   As for her contention that we would be responsible for her having to buy a new washer, we do not feel this is at all credible. If something broke off, then the noise level would have been enough of a change to alert [redacted] to discontinue use so that she did not damage something further. To cause that kind of damage to basket and bearings she would have had to run the washer with very unbalanced loads.  To reiterate, we would at least be willing to consider a refund of the normally non-refundable fee of $84.99 if [redacted] sends the Revdex.com or us a copy of the invoice from the other provider, and that invoice details repairs that are different from the estimate she was given on our third visit. If she would like to send this to us directly she can fax it to me at [redacted], or email it to me at [redacted] In the interim, since we have proposed an equitable resolution upon the submission of support documents and we are just awaiting [redacted] convenience, we have closed our file.  We apologize to [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[redacted]

Initial Business Response /* (1000, 13, 2015/05/28) */
May 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted] K [redacted]

Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding...

dissatisfaction with our customer service and the problems encountered when scheduling a repair for his washer.
It is unfortunate that we failed to meet Mr. [redacted]'s expectations when we recently scheduled a washer repair. We value Mr. [redacted] patronage and can understand his frustration when the technician did not show for the scheduled appointment. I want to assure you, that Mr. [redacted]'s complaint was sent to our management team for review and it will be handled internally.
We have spoken to Mr. [redacted] in reference to his concerns and after reviewing his service history, we can understand why he was frustrated with his experience. At this time, Mr. [redacted]'s washer has been repaired and it appears to be working to specifications. As clarification, the contract to service the washer is not held by A&E Factory Service. We are contracted Home Depot USA to provide warranty service and any questions regarding his request for a replacement or the terms of the service contract and the application of the contract, would have to be directed to Home Depot USA.
With that being said, our records show that on May 23, 2015 our technician tested the washer and found that it is working as designed and within specifications. 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 Mr. [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]
Regulatory Complaint Specialist
A&E Factory Service
[redacted] direct
Initial Consumer Rebuttal /* (3000, 15, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I marked my response No because I take exception to some of the response. A & E did come on Saturday, May 23, 2015, and based on the information provided to me by the repairman the machine is working according to specifications. I still have instances where the machine does not weigh the load properly and I have to add water manually. My two main complaints are the self-diagnosis on the machine identified the broken part, which was relayed when I made the first appointment. I passed [redacted] information along at the time I made the first appointment and asked that the appropriate part be brought when the repairman came. This was important to me because the first available appointment was 10 days later. When the repairman arrived, he confirmed the broken part, but said it was operating procedure not to order any parts until he inspected the machine. It was then another week before the part arrived and another service call could be scheduled. When that part arrived, it turned out to be a reconditioned part and only worked for one and one half weeks. At that point A & E made no effort to schedule future repairs more timely. It was another week to order a new part and that was the appointment that was missed with no explanation. Every time I called customer service, I received another person who simply said " I'm sorry". I finally got a supervisor who said she would determine why my appointment was missed and that a new appointment was scheduled for the following week. When I inquired as to why they could not come sooner, I was told the company made no accommodations for missed appointments and I had to wait for the next opening. When the supervisor did not call me back as promised, I phoned the number she gave me and asked for her extension. I was told that information was invalid (i.e., extension) and there was no way to transfer me to her. Following the receipt from you (Revdex.com) of my complaint is when I received a call from A & E and another appointment was scheduled within days and on a Saturday. Previously I was told no appointments were available on Saturday.
Final Business Response /* (4000, 17, 2015/06/08) */
June 8, 2015
Nita Virghes
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # 94551908 - [redacted] K [redacted]
Dear Ms. Virghes:
We have completed the investigation of Mr. [redacted]'s rebuttal to our response regarding his dissatisfaction that the part was not pre-ordered prior to the tech visit and the quality of part received that subsequently delayed the repair; as well as the customer service provided.
We apologize to Mr. [redacted] if it was not better communicated to him that even though he relayed the diagnosis, the part cannot be pre-ordered. We can understand why he might have been frustrated that his technician did not have the part with him. We have over 6.6 million different parts in our inventory and our trucks only carry the basic and most common expendable parts. Warehousing our parts enables Sears to provide more parts for more repairs since we do not have unused or unneeded inventory being lost or misplaced at individual service units. We feel that this benefits our customers by finding and shipping a part that might otherwise have been hard to locate. This is why parts are not ordered on speculation, but rather after the problem has been diagnosed by a Sears' technician. Regrettably, the part that the technician ordered and received did not work; subsequently delaying the repair even further. We reviewed the part history on the washer and there were no reconditioned parts ordered or used to repair the washer. Unfortunately, electronics can be sensitive and there is always the possibility that it was damaged during handling.
As previously stated, we value Mr. [redacted] patronage and can understand his frustration when the technician did not show for the scheduled appointment. Mr. [redacted]'s complaints regarding the technician not arriving for the scheduled appointment and the supervisor that did not follow up with Mr. [redacted] as promised were sent to our management team for review and will be handled internally.
With that being said, our records show that on May 23, 2015 our technician tested the washer and found that it is working as designed and within specifications. If Mr. [redacted] has any questions regarding his request for a replacement or the terms of the service contract and the application of the contract, would have to be directed to Home Depot USA. Since we have no other responsibilities, other than to provide service and this has already been done, we ask to have this matter closed.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda Seelig
Regulatory Claims Specialist
A&E Factory Services
XXX-XXX-XXXX

February 8, 2017   Nita [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   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 repair. We value Mr. [redacted] patronage, but we can understand how the series of events noted within his complaint may have exacerbated his frustrations. Additionally, 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. [redacted].   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. [redacted]; he should see a $100.00 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 time. With that said, since we have documented the [redacted]s’ concerns with the repair process and we have issued the aforementioned refund, we ask that this matter be closed.   Again, we apologize to Mr. and Mrs. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, Melissa [redacted] Regulatory Complaints Specialist

Initial Business Response /* (1000, 6, 2015/08/25) */
August 25, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted]
Dear Ms. [redacted]
We have completed our investigation of Mr.[redacted] complaint regarding...

service for his Dryer.
Upon receipt of Mr.[redacted] complaint, we found that our Customer Solutions department processed an even exchange for Mr.[redacted] on August 11, 2015 and it was delivered on August 13, 2015. When we contact Mr.[redacted] to confirm the delivery Mrs.[redacted] stated that she was having issue with her washer and no cleaning her clothes. We sent a senior technician out to diagnose the washer and found it to be working as designed. Our senior technician recommended our customer use less soap and to use the workout mode of the washer when washing workout clothes. Since we have replaced the[redacted] dryer and the washer is functioning as designed we have closed our case.
We apologize to Mr.[redacted] on behalf of Sears Holdings Corporation and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted]
Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did replace the dryer and we are satisfied

Initial Business Response /* (1000, 7, 2015/08/18) */
August 18, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: #[redacted]

Dear Ms. [redacted]
We have completed the investigation of Mr.[redacted] complaint...

regarding the charges he was assessed for the return in-home visit to repair his refrigerator.
Upon receipt of Mr.[redacted] complaint we reached out to [redacted], District Operations Supervisor for Unit [redacted], to assist with Mr.[redacted] concerns. Mr.[redacted] researched and discovered that since the return service visit was within our 90-day Service Guarantee period, Mr.[redacted] should not have been charged the labor fee. Mr.[redacted] reached out to Mr.[redacted] to apologize but was not able to make contact. Mr.[redacted] left a voicemail message with his contact information and informed Mr.[redacted] that he was issuing the refund of $190.64. On August 17, 2015 we issued the credit to Mr.[redacted] Visa card ending in[redacted] and it should post to his account within 5 business days. If Mr.[redacted] has any questions regarding the refund he can contact Mr.[redacted] at (XXX) XXX-XXXX. Since we have addressed the issue brought forth in Mr.[redacted] complaint, we have closed the file.
Again, we apologize to Mr.[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]
Regulatory Complaint Specialist
A&E Factory Service
XXX-XXX-XXXX direct
Initial Consumer Rebuttal /* (2000, 9, 2015/08/26) */

Initial Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title:[redacted]
October 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]

We have...

completed the investigation of Ms. [redacted] complaint regarding the repair of her refrigerator.
It is unfortunate that we failed Ms. [redacted] expectations when she called A&E Factory Services for service of her refrigerator. We value Ms. [redacted] patronage, and can understand how waiting an extended amount of time after previously having a repair can be frustrating. We can assure Ms. [redacted] that her concerns have been forwarded to management for review, so future problems of this nature can be averted. Our service records indicate that the repairs were completed on October 1, 2015 and that the refrigerator is now working as designed. That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
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]
Regulatory Claims Specialist
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took 5 weeks the first time to fix my fridge, and 6 weeks to fix it the second time. That is almost 2 months with no fridge! If you guys are THAT busy you need to hire more people. That is just WAY too long! If I never have to work with you guys again it would be too soon!

Initial Business Response /* (1000, 8, 2015/09/25) */
September 24, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL XXXXX
Re: # [redacted]

Dear Ms.[redacted]
We have completed the investigation of Ms. [redacted] complaint...

regarding her dissatisfaction with the service quality and the multiple service attempts on her dishwasher and her request for a full refund.
It is unfortunate that we failed Ms. [redacted] expectations when she recently scheduled a dishwasher repair. We value Ms. [redacted] patronage, but can understand her frustration due to the series of events noted in her complaint. We would like to apologize for the inconvenience and disappointment that Ms.[redacted] may have experienced. We want to assure Ms.[redacted] that her complaint and feedback will give us the opportunity to remedy any problem that may exist and help to improve our service further.
As clarification, A&E Factory Service does have a 90-day Service Guarantee and would require a technician to return, diagnose and repair the unit at no additional cost for labor. As a good-will gesture, on September 24, 2015 we issued Ms.[redacted] a credit of $124.00 on her credit card ending in[redacted]. It should post to her account within 5 business days. With that being said, since we have provided Ms.[redacted] with her desired resolution, we have close our file.
Again, 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]
Regulatory Complaint Specialist
A&E Factory Service
XXX-XXX-XXXX direct

February 8, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. [redacted]Chicago, IL  60611 Re:  #10986128 – Kimberly A. [redacted]  Dear Ms. [redacted]: We have completed the investigation of Ms. [redacted]’s complaint regarding the attempted repair of her...

refrigerator and her request for a refund because it was not successful. Our records indicate that that first technician thought the issue stemmed from improper drainage, but when the repair to correct that did not fix the problem, the second technician made the discovery that there was damage to the lines caused by sulfides. In some areas there is sulfur in the soil or water supply, and as these evaporate into the air, they become sulfides. Generally they are harmless except for the fact that sulfides are corrosive to copper and refrigerator coolant lines are made from copper because of their superior ability to conduct cooling. When the lines start corroding it creates very distinctive pitting in the copper, which eventually leads to tiny pinholes, which then compromise the sealed system’s ability to retain Freon. Unfortunately, corrosion is usually not covered under any warranty or service contract. We only explain this to illustrate that while Ms. [redacted] may not have been provided with an accurate diagnosis the first visit, we do feel that the second diagnosis was correct as again, the corrosion is very distinctive and either present or not. As such, we felt that she was entitled to a refund for any fees above our non-refundable trip/diagnostic charge, but not a refund of the latter charge itself. Accordingly, we processed a refund for $189.29 on December 1, 2015, in the form of a mailed bank check. At this time, since we show that Ms. [redacted] was refunded the correct amount, 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. Sincerely,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line[redacted]Email: [redacted][email protected]

April 22, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re: [redacted]   Dear Ms. [redacted]   We have completed the investigation of Ms. [redacted] complaint regarding her dishwasher repair....

  Upon receiving Ms. [redacted] complaint, we contacted the local service unit for assistance.  [redacted] with [redacted] subsequently contacted Ms. [redacted] to offer service and once Ms. [redacted] identified herself, Ms. [redacted] disconnected the call.   Since it appears that Ms. [redacted] is not interested in having A&E Factory Service repair her dishwasher, she should contact ** to schedule another service provider.  With that said, since we have documented Ms. [redacted] concerns with her dishwasher repair, and made an effort to assist her, we ask that this matter be closed.   Again, we appreciate the opportunity to address this matter.    Sincerely, [redacted] Regulatory Complaints Specialist

Initial Business Response /* (1000, 12, 2015/09/28) */
September 28, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
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 needed. We 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 reverse. We mention this only because since we have never done this, it would be highly unusual for one of our call scheduling agents to say this. Additionally, 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 her. Unfortunately, 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 recorded. While 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 $89.00 collected simply because the information given must not have been as clear as we would have wished or she would not have been so mistaken. This refund was issued as a mailed bank check to the name and address listed on this complaint and it should arrive within the next 2-3 weeks. If Ms. [redacted] has not received it by October 19, 2015, then she is welcome to call me at XXX-XXX-XXXX. In 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 matter. Please 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 /* (2000, 14, 2015/09/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the response. I contacted A&E Factory services SEVERAL times before filing a complaint in an attempt to resolve the matter. I have never filed a Revdex.com complaint and I hope this is my last. I 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 investigated. I am pleased with the result.

September 19, 2017   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:  #[redacted] – Jeffery S. M[redacted]   Dear [redacted]   We have completed the investigation of Mr. M[redacted] complaint regarding his dissatisfaction with...

multiple attempts to repair his refrigerator.   We would like to clarify that Sears’ protection agreements do not make any promise that service will be provided within a certain time frame or date.  Although we are unable to grant every request, we do make every effort to complete repairs in a single visit, although this is not always possible when less common parts are needed.  Mr. M[redacted]l’s protection agreement does offer rental reimbursement to be disbursed in instances in which he would be without his appliance for an extended amount of time.  With that having been said, our records show that our technician completed a repair on August 7, 2017, and confirmed that Mr. M[redacted]l’s refrigerator was operating to the manufacturer’s specifications afterward.  We can assure Mr. M[redacted]l that we have documented that our process did not meet his needs and that we do compile this information to determine whether changes can be made to satisfy our customers’ needs and our own business objectives.  We sincerely apologize for any inconvenience Mr. M[redacted]l may have experienced and respectfully ask to have this complaint closed, since the requested repair has been completed.   We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.   Sincerely, Nicki G[redacted] Regulatory Complaint Specialist [redacted]

June 15, 2016   [redacted] Revdex.com 330 North Wabash Ave., Ste. #2006 Chicago, IL  60611   Re:       [redacted] [redacted]   Dear Ms. [redacted]   We have completed our investigation Mr. [redacted] complaint regarding his...

dissatisfaction with A&E Factory Service.   First, we would like to apologize to Mr. [redacted] for failing his expectations in regard to the repair of his freestanding ice maker. Additionally, we would like to assure Mr. [redacted] 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 network.   We do not take these matters lightly and we have forwarded Mr. [redacted] concerns to the appropriate management team for further review.    After reviewing the notes in Mr. [redacted] service order, we decided to accommodate Mr. [redacted] request for a refund of the remaining monies he paid for his ice maker repair.  Accordingly on June 15, 2016, we submitted a credit request for $100.70.  Mr. [redacted] should see a refund post to his [redacted] account ending in [redacted] in the five to seven business days. With that said, since we are providing Mr. [redacted] with his requested resolution and we have documented his concerns with the repair process, we ask to have this matter closed.   Again, we apologize to Mr. [redacted] and we appreciate the opportunity to address this matter.     Sincerely, [redacted] Regulatory Complaints Specialist

February 12, 2016
 
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL  60611
 
Re:  [redacted]
 
Dear Ms. [redacted]
 
We have completed the investigation of Ms. [redacted] complaint regarding her...

dissatisfaction with the multiple repair attempts on her washer.
 
Upon receiving Ms. [redacted] complaint, we reviewed her service history, we can understand why she 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 Ms. [redacted], and we are pursuing solutions that will provide better options for our customers when these issues occur.  At this time, Ms. [redacted] Repair Protection Agreement (RPA) has expired on November 27, 2015 and has no coverage.  Unfortunately, any repairs going forward would be done at Ms. [redacted] expense. That being said, as a one-time customer courtesy, we can schedule service and waive the trip/diagnostic fee.  Should Ms. [redacted] wish to accept this offer, she can contact [redacted] or [redacted] and I will schedule the repair.  That being said, because we have addressed Ms. [redacted] complaint, we respectfully request this complaint be closed.
 
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]
Regulatory Complaints Specialist
[redacted]

Initial Business Response /* (1000, 5, 2015/10/02) */
Contact Name and Title: [redacted]
October 2, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]

Dear...

Ms[redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding the denial of covered service on his range.
Upon receiving Mr. [redacted]'s complaint, we would like to note that Mr. [redacted]'s protection agreement was purchased through [redacted]. As such, A&E Factory Services does not determine the coverage, nor do we handle any of the terms of the agreement. We did, however, perform repair of Mr. [redacted]'s range on August 11, 2015 where it was determined that the unit was working as designed. While we understand that Mr. [redacted] is requesting replacement of his range, that would need to be taken up with [redacted] and not A&E Factory Services. That being said, because we have addressed Mr. [redacted]'s complaint, we respectfully request this complaint be closed.
We apologize to Mr. [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]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com