A & E Factory Services

October 19, 2016
Nita [redacted] Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: # [redacted] – Randy [redacted]
Dear Ms. [redacted]
We have not fully completed our investigation of Mr. [redacted]s complaint regarding his dissatisfaction with the service provided on...

his refrigerator and his request for a refund.
We apologize for the delay in responding to this complaint. We forwarded this matter to the Delores [redacted], District Operations Supervisor for Service Unit 8147, to research. Ms. [redacted] researched the service order and discovered that there were no charges applied on the service order. She contacted Mr. [redacted] and he stated that the on October 18, 2016 our technician assessed the refrigerator and informed him of the part that would be needed to repair the refrigerator. We would like to note that on October 18, 2016 we experienced a nationwide system failure and our field technicians were unable to electronically document any service orders. Mr. [redacted] confirmed that he informed the technician that he would order the part himself and the technician wrote down the part information. Mr. [redacted] states that he ordered the part and after the part was installed, the unit did not work. Our technician re-assessed the refrigerator and informed him that another part was needed. Mr. [redacted] ordered the part and again once again the unit did not work; therefore, he is requesting a refund for the parts. Ms. [redacted] requested that Mr. [redacted] provide a copy of the documents where the technician wrote the down the parts that were needed for the repair and a copy of the receipts for the parts purchased. Mr. [redacted] agreed to mail the documents to Mr. [redacted].
We are committed to providing a fair and equitable resolution and ask that Mr. [redacted] allow us additional time to receive the requested documents and to come to a decision. In the interim, should Mr. [redacted] have any questions, he may contact Delores [redacted] directly at [redacted].
We apologize again and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Matilda [redacted] Regulatory Complaint Specialist
A&E Factory Services
[redacted] direct

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.
At this point, there is likely nothing else that can be done - the repair has held, for now...
Sincerely,
Jennifer R[redacted]

Initial Business Response /* (1000, 8, 2015/07/27) */
July 23, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Re: [redacted]

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

regarding her dissatisfaction with the service provided by our technician on the repair of her refrigerator.
Firstly we would like to apologize for the inconvenience and disappointment that [redacted] may have experienced. Upon receipt of[redacted] complaint we reviewed the information on the service order for the refrigerator. Our records indicate that on May 19, 2015 our technician contacted our STAC department (technical support) to assist with the diagnosis and it was determined that the control board was the issue. The board was removed and shipped out for repair. On June 26, 2015 our tech returned to install the part. Unfortunately, we do have times that the parts ordered/repaired does not resolve the issue, and this is usually not discovered until the parts are installed and the unit tested. Regrettably that is the case with this repair. Our technician contacted STAC again with the findings and it was determined another board had to be replaced. [redacted] was provided this information and she declined to continue with the service. On June 29, 2015 [redacted] called and requested a full refund. She was informed that we would issue a refund less the service trip fee. At that time, [redacted] agreed to a refund of $205.33.
We would like to clarify that when a consumer contacts us to schedule a repair, we inform them that for a minimum/trip diagnostic fee, we will give them a detailed estimate. District Operations Manager, [redacted], confirmed that we offered [redacted] everything except the service trip fee, and she is not entitled to any other refund. Since we have addressed the issue brought forth in[redacted] complaint, we have closed our file.
Again, 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]
[redacted]
[redacted]
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They didn't have the expertise to repair my refrigerator & infact are not a Kitchenaide recommended repair company. A service call is $100, not the difference between $334.15 & $205.33. This company on another service didn't calculate the fee properly & my accountant husband had to correct them as well. This company is representing themselves as qualified Kitchenaide repairmen & they are NOT! Again, I want a full refund of $334.15 & to clarify, I did NOT agree to the $205.33. This company needs to stop advertising they are a qualified repair company for Kitchenaide appliances.[redacted]
Final Consumer Response /* (2000, 16, 2015/08/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They compromised with me & split the refund requested,[redacted]
Final Business Response /* (4000, 14, 2015/08/18) */
August 18, 2015
[redacted]
[redacted]
[redacted]
[redacted]
Re: [redacted]
[redacted]
We have completed the investigation of[redacted] rebuttal to our response regarding her dissatisfaction with the service provided by our technician on the repair of her refrigerator.
On August 12, 2015 District Operations Supervisor [redacted] contacted [redacted] to discuss her concerns regarding the refund amount. Our records indicate that she paid $334.15 and a credit of $205.33 was already issued, so she was charged $128.82 for the services we provided. [redacted] had the refrigerator repaired by another servicer and no longer needed our service; therefore, we came to a mutual agreement that she would be responsible for a service fee of some sort. [redacted] offered to issue an additional refund of $74.96 and [redacted] accepted the offer. If [redacted] has any questions regarding the refund, she can contact[redacted] at [redacted]. Since the credit issued is a resolution approved by [redacted], 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]
[redacted]
[redacted]
[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]

Initial Business Response /* (1000, 12, 2015/09/30) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
September 30, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] # XXXXXXXX
Dear Ms.[redacted]:

We...

have completed the investigation of Ms. [redacted]' complaint regarding service on her washer.
It is unfortunate that we failed Ms. [redacted]' expectations when she called A&E Factory Services for service on her washer. We 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 Services. 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 September 29, 2015 and the washer is now working as designed. As for the attitude of the technician who came to Ms. [redacted]' home, we have forwarded her concerns to management so that this issue can be addressed properly. That being said, because we have repaired Ms. [redacted]' washer, 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 Consumer Rebuttal /* (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 9/29/2015. 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 /* (2000, 18, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 16, 2015/10/06) */
Contact Name and Title:[redacted]
Contact Phone: XXX-XXX-XXXX
October 6, 2015
Nita[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL XXXXX
Re: [redacted] # XXXXXXXX
Dear Ms.[redacted]:

We have completed the investigation of Ms. [redacted]' rebuttal regarding service on her washer.
We have received Ms. [redacted]' rebuttal and apologize that she continues to have issues with her washer. Our service records indicate that Ms. [redacted] is scheduled for repair today, October 6, 2015. That being said, because we are in the process of repairing Ms. [redacted]' complaint, 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]
Regulatory Complaints Specialist
XXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/09/29) */
Contact Name and Title: [redacted]
September 29, 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] complaint regarding the failure of a part outside of warranty and his contention it failed because it was rebuilt.
We would like to clarify that the part was represented on the receipt as being rebuilt and our price brand new for the same part was $251.13 versus the rebuilt price of $179.50 before tax. Additionally, our technician only charged our minimum trip/diagnostic fee of $84.99, rather than the actual fee for replacing an icemaker which would have been almost $100.00 more. On the receipt it also indicated that the warranty time for both parts and labor was 90-days. While we can understand that Mr.[redacted] was upset that the part had issues after that time frame, he should be aware that we do not actually manufacture any parts and our parts are supplied by the manufacturer. In this case it sounds like Whirlpool made an accommodation for providing Mr.[redacted] with a possibly defective part, by replacing it with no cost for labor and only charging him for the part, at their part cost. Unfortunately, there was no accommodation given to A&E Factory Service to reimburse us for any of our costs of the part or labor, so that means we still paid for the part in question and did not receive any refund, partial or otherwise, from the manufacturer. With that said, as a courtesy only as we are not trying to profit from the transaction and only trying to cover our expenses, we are willing to refund Mr.[redacted] half the price of the part and labor we collected. This amounts to $139.20 and has been issued as a mailed bank check being sent to the name and the address noted on this Revdex.com complaint; it typically takes approximately 2-3 weeks to arrive. When coupling that refund with the fact that we never actually charged any labor to install the part and this saved Mr.[redacted] almost $100.00 that he did not have to pay as Whirlpool covered the labor on the second part installation, and also the fact that we never got to inspect the part ourselves, we feel this was an equitable resolution. If Mr.[redacted] has not received his check by October 21, 2015, then he is welcome to call me so that I can investigate further. In the interim, since we have met him more than halfway by refunding him $139.20, 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]
Team Manager, Regulatory Complaints
Direct Line: [redacted]

February 10, 2016 Nita [redacted]Revdex.com330 North Wabash Ave., Ste. [redacted]Chicago, IL  60611 Re:  #10997715 – Chris [redacted]  Dear Ms. [redacted]: We have completed the investigation of Mr. [redacted]’s complaint regarding the charge he was assessed upon...

declining the estimate we provided to repair his refrigerator and his contention that the technician was not competent and that this entitles him to a refund for that charge. As clarification, when any of our customers call to set up a service appointment and they do not have a warranty or service contract that provides them with coverage, they are advised that for a minimum fee we will come out and examine their item and provide them with an estimate. If they accept the estimate then no additional charges are assessed and if they decline they are responsible for the minimum fee.  Whoever set the appointment for Mr. [redacted] agreed to this when we set up his service call. While he says that the technician was not qualified to repair the refrigerator or that she was rude, he does not present any proof of how he came to this conclusion and has not presented any other findings that would contradict our estimate that the electronic control board needed to be replaced. Under our 90-day guarantee we offered to send another technician out to give a second opinion/estimate but even then this would not have qualified Mr. [redacted]  to receive a refund of the non-refundable minimum fee that he agreed to pay to have us come to his house to assess his refrigerator. It turned out to be an irrelevant point anyway since he informed us he no longer even had the refrigerator. The fact is that if we were to give back our non-refundable fee to every person that did not want to pay it and/or said our diagnosis was incorrect and yet presented no proof of this, then every customer that declined an estimate would say something like this to get a refund. With that said, since we have explained that we are unable to provide a refund in the absence of any verifiable proof that our assessment was incorrect, and it is our understanding that Mr. [redacted] no longer even has the refrigerator so that it can be reassessed, 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,Dana [redacted]Team Manager, Regulatory ComplaintsDirect Line: [redacted]Email: Dana.[redacted]@searshc.com

Initial Business Response /* (1000, 7, 2015/06/15) */
June 15, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: # [redacted] - [redacted]

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

his dissatisfaction with the problems he encountered with service which subsequently led to the delay on the repair of the dishwasher.
Upon receipt of Mr. [redacted]'s complaint we reached out to [redacted], Customer Advocate for Unit 8181, to assist with Mr. [redacted]'s concerns. On June 5, 2015 [redacted] contacted Mr. [redacted] to discuss his concerns regarding service. Mr. [redacted] confirmed that the replacement tub has been ordered but he had not received it yet. Therefore, service was scheduled for June 13, 2015. Mr. [redacted] confirmed he received the part on June 8, 2015 and the replacement tub was installed, at no charge to Mr. [redacted], on June 13, 2015. With that being said, since the dishwasher has been repaired, we have closed our 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 Business Response /* (1000, 5, 2015/10/06) */
Contact Name and Title:[redacted]
Contact Phone: [redacted]
October 6, 2015
[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] # XXXXXXXX
Dear Ms. [redacted]:

We have...

completed the investigation of Mr. [redacted]'s complaint regarding the repair of his dishwasher.
It is unfortunate that we failed Mr. [redacted]'s expectations when he called A&E Factory Services for service on his dishwasher. We value Mr. [redacted]'s patronage, and can understand how the series of events noted in his complaint has caused her to lose faith in A&E Factory Services. We can assure Mr. [redacted] that his concerns have been forwarded to management for review, so future problems of this nature can be averted. Upon receiving Mr. [redacted]'s complaint, our offices reached out to him to discuss his concerns and he advised that his dishwasher has been replaced and Mr. [redacted] has advised me that he is no longer in need of our services. With that being said, because Mr. [redacted]'s dishwasher has been replaced, we respectfully request that 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 Claims Specialist
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (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]

September 12, 2017 [redacted]Revdex.com330 North Wabash Ave., Ste. #2006Chicago, IL  60611 Re:  #[redacted]      Dear Ms. [redacted] We have completed the investigation of Ms. R[redacted] complaint regarding her dissatisfaction...

with the service she was receiving on her refrigerator. While 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 Ms. R[redacted] complaint May 26, 2017, we immediately reached out to our local service unit to see if they could expedite her repair. It turned out the normal 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 day. It looks like the technician found a couple of different technician bulletins from S[redacted] that corresponded to Ms. R[redacted] issue and he provided the recommended fixes. We 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 Ms. Rier 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 ComplaintsDirect Line: [redacted]Email: [redacted]

Initial Business Response /* (1000, 8, 2015/06/03) */
Contact Name and Title: Erica [redacted]
Contact Email: [redacted]@searshc.com
June 3, 2015
[redacted]
Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted] - [redacted]

Dear Ms....

[redacted]
We have completed the investigation of Ms. [redacted]'s complaint regarding the repair of her refrigerator.
Upon receiving Ms. [redacted]'s complaint, we escalated her concerns to [redacted] Customer Advocate for Unit [redacted] who states the following:
I had left a message for Mrs. [redacted] and she called me back. She explained to me her dissatisfaction with A&E Factory Services. It took 4 attempts. Each technician tells her something different and she is upset. The 1st technician told her it was the drain that was too small.
The 2nd technician said it was the sensor and he ordered parts, gave a return date, and no one showed up. 3rd technician said it was a board that houses the fans inside the refrigerator and the parts that the previous tech ordered, he took with him. Then then 4th technician out told her two fans needs to be replaced. Ms. [redacted] refused repair and declined the estimate as she have had enough. I apologized Ms. [redacted] her for all inconveniences she agreed to give her a full refund of the repair services that was paid. I will be processing a refund in the amount of $251.79 which will be put back onto her Visa card. That being said, because we are in the process of refunding Ms. [redacted] for her refrigerator, 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]
Regulatory Complaints Specialist
XXX-XXX-XXXX
[redacted]@searshc.com
Initial Consumer Rebuttal /* (2000, 10, 2015/06/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because now I can take that refund and apply it towards the costs of a new refrigirator.

I have received my check back and am satisfied with the resolution of this complaint. Thank 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 /* (1000, 5, 2015/05/29) */

[redacted]
Revdex.com
330 North Wabash Ave, Ste. #2006
Chicago, IL 60611
Re: [redacted] #XXXXXXXX
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted]'s complaint regarding A&E Factory...

Service and the installation of a new drain hose for his washer.
On May 28, 2015, an AS&E Factory Service technician was dispatched to Mr. [redacted]'s home to install a new drain hose onto his washer. Once the drain hose was installed the washer was tested and was found to be operating as expected. Since we have completed the reapirs to Mr. [redacted]'s washer, we ask that 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 Claims Specialist
Sears Holdings Corporation
[redacted]@searshc.com