Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During installation of a new control board, the repair man tore out the wiring to the relay board and rendered the oven and stovetop un-usable. We have been without a range for over a month. The company has rescheduled twice, and has failed to show up both times.

  Business response

  02/04/2025

  Please see the attached response

  Customer response

  02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  12/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing this complaint due to repeated cancellations, poor communication, and lack of resolution from A&E Factory Service regarding the repair of my refrigerator, which requires a replacement part covered under warranty, and A&E was assigned as the authorized repair provider. The technician first arrived on 12/11/24 after my first appointment on 12/9/24 was cancelled without reasonable notice. The technician ordered parts, which arrived the next day. I scheduled a repair appointment with the new parts for 12/16/24. A&E continually pushed back this appointment through the day and never arrived. I contacted them multiple times, being reassured that someone was still coming. I ended up having to schedule a new appointment for 12/20/24. The exact same thing happened again even though I called the day before to confirm. I am now today 12/24/24 waiting for my third appointment and I was listed as the next stop since 630am. I have called A&E 3 times today to confirm someone is on their way. Every time I call, I am getting a different answer. "They are on the way" "They are at their first stop and having extended time with their current repair" "I have escalated this situation" "I have reached out to dispatch and you will receive a call" None of this is true and has not gotten me a resolution. I have asked for a supervisor to help resolve and been told "I am one of the supervisors" by EVERY person I have spoken to. I have been lied to, hung up on, and treated with no respect or urgency.Their lack of communication, combined with their repeated cancellations, has left me without a working appliance for an extended period, despite my attempts to adhere to the warranty process. I am requesting immediate intervention to secure a firm service appointment or to be assigned to a different authorized repair provider. My experience with A&E Factory Service has been highly unsatisfactory, and I am seeking a resolution so that my appliance can be repaired promptly.

  Business response

  01/27/2025

  January 27, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******* **** ****
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that service was completed on December 27, 2024. If Mr. **** still requires assistance, he may open a new call through ** as we have performed repairs as an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to Mr. **** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

  Customer response

  01/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Wait

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our washer drum cracked and the seal fell off. We have had it for less than a year so it is still under warranty. We have been given the run around trying to get this fixed for 3 weeks now. THEY have rescheduled our maintenance appointment 3 times and now it is being pushed out 2 more weeks. When you try to call ANYONE it is either an automated line or a call center where they just repeat that they "can't change their scheduling." When we tried to schedule something off the warranty and just pay for it ourselves, they said that wasn't possible because it is still under the ** warranty. So now we have a dryer that is sitting useless and have no options to get it fixed other than to try to search out an independent repair man. Our warranty runs out January 28, 2025. The only logical explanation is that they are trying to hold off until our warranty is no longer in effect. Especially when the website says that their next available appointment is on Monday, December 23, 2024. Whether we try to select that date online or call we get the same answer, "that date isn't available for a warranty claim."

  Business response

  01/22/2025

  January 22, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** **** *******
  
  Dear BBB Customer Relations:
  
  After researching the service history, we show that ********** has a third party warranty with **. The last technician notes state that service was declined on January 6, 2025. If Ms. ******* still requires assistance, he may open a new call as we are only an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that she contact them directly regarding the terms and conditions of her warranty agreement.  
  
  We apologize to Ms. ******* for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a GE Range on 10/27/2018. We were offered an extended service contract through **************** Protection Advantage. We paid $190.64 for the contract. We started getting error messages on our range around the first of October, 2024. I contacted Assurant for support and they passed our claim off to A & E Factory Services. On October 11, 2024, **** with A & E came out and attempted to diagnose our problem. He ordered several parts and we were rescheduled for October 24. On October 24, ****** came out and installed the parts. Our range was partially working and after ****** finished it did not work at all. ****** ordered more parts and we were rescheduled for November 5. ****** came out on November 5 and installed the parts. Our range still did not work. ****** ordered more parts and we were rescheduled for November 18. No one showed up on November 18. We were rescheduled for November 19, 29, December 05, and December 10. No one has shown up on any of these dates to repair our range. We have been without a range for almost 60 days. I would like for our range to be replaced as soon as possible. We have waited in good faith and no one has resolved our issue.

  Business response

  01/10/2025

  January 10, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ****** ********
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that *********** has a third party warranty. We currently do not have an open service order. If Mr. ******** requires repair, he will need to open a new call as we are only an authorized service provider for his warrantor Assurant. Since we do not administer the contract he has with ********, any request for replacement would need to be redirected to Assurant. Again, we are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to Mr. ******** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

  Customer response

  01/14/2025

   
  Complaint: 22668469
  
  I am rejecting this response because: My issue with A & E Factory Service is my range was working before the second ********** came out but it was giving error messages. After ****** (second **********) left it wasnt working at all. Whatever he did he damaged our range beyond repair. A & E stood us up six times. Their **********s would not come out to repair our range. We went through Thanksgiving and Christmas without a stove. It is now January 14 and we still dont have a working stove. It was only after A & Es sixth cancellation did we request compensation from Assurant. They did honor their contract and partially reimburse us for our range. I do believe A & E owes us compensation for the damage they did to our range and their refusal to repair it.

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

  Business response

  02/05/2025

  February 5, 2025
  
  BBB Customer Relations
  **********************
  ****************************************************************
  *******, *******; 60611
  
  Re:  ******** ****** ********  
  
  Dear BBB Customer Relations:
  
  We have reviewed Mr. ********* rebuttal complaint, and we do not find that he has brought any new information to his complaint.  While we understand that he was dissatisfied with the service he received, we are unable to grant his request for compensation. The fact remains that Mr. ******** has a third party warranty.The contract in question is not one of ours but rather with Assurant. We are just the repair provider that ******** contracted to provide repairs. Unfortunately,since we are only an authorized service provider and we do not administer the contract, any requests for compensation would be redirected to Assurant. We are not always able to arrive at a resolution that would meet with a consumers complete satisfaction, since we do not find that all requests are reasonable and therefore within our power to grant. In Mr. ********* case we can only apologize if we failed his expectations and we have closed our file.
  
  We appreciate the opportunity to address this matter.  Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  Regulatory Complaint Specialist 

  Customer response

  02/06/2025

   
  Complaint: 22668469
  
  I am rejecting this response because: My issue is not with Assurant but with A & E Factory *********** more time, on the second visit by your technician he damaged our range beyond repair. My request was for you to send him back out and put our range back the way it was before he started working on it. Seven times a technician was scheduled to repair our range and seven times the service was canceled the day of service. We were supposed to give up our day because we were told a technician would show up between 8:00 am and 5:00 pm. Everytime we were called after we had waited for several hours and were told the technician was sick or he was pulled off for another job. Then you rescheduled ten days out. If it wasnt under warranty and I was paying, I could get scheduled the next day. You had no intention of repairing my range. Your website says you guarantee your work. You obviously do not guarantee your work. We have been without a working range for over four months. I only ask that you reimburse us for the time we were without a working range your technician damaged beyond repair.

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

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ***** Home Warranty on November 8, 2024 requesting a technician fix my washing machine as part of my annual service contract, which I purchased for $599. ***** Home Warranty say they aim to provide service within 3-10 business days.I then paid $100 to cover the technician's visit.On November 20, a technician came to my house, inspected the machine and told me a part would be needed before he could fix the appliance.On November 27 I received a message from ***** that the part had been received. I then began receiving notifications about upcoming appointments that repeatedly got cancelled and rescheduled, usually on the day I was set to receive ********** total, ***** has rescheduled six times and I still have no washing machine.***** is now telling me that the soonest they will be able to service my washing machine is January 14, more than 2 months after my original request.When I politely complained to the scheduler about the two months wait time, she hung up on me.When I called customer service, I was told that two months after my initial request was the earliest that ***** could service my machine.I then asked the operator to put me through to her manager and I received the same response.When I asked how to escalate my complaint about service wait times, I was told there is no escalation process or way of lodging a formal complaint about service wait times.I am seeking restitution for both the $599 annual fee I was charged, the $100 call out fee and the lost income for the six days I have taken off work to ensure I am home to let the technician in.A quick online search confirmed my worst fears: ***** A&E provides absolutely dreadful service, certainly not worth the annual fee they charge. I notice that there have been multiple complaints made to BBB about this company ****** what point, and how can consumers be made aware of how bad the service from this company is?Thanks.****** ******** ************

  Business response

  01/05/2025

  January 5, 2025
  
  Customer Relations
  ******* **********************
  **********************************************************
  *******, *******; 60611
  
  Re:  # ******** ****** ********
  Dear BBB Customer Relations:
  We have completed our investigation of Ms. ********* complaint regarding her dissatisfaction with the way her claim has been handled under her ***** Home Warranty plan.
  In order to investigate and respond, we had to reach out to Cinch Home Services. In case Ms. ******** was unaware, her ***** Home Warranty is issued and administered by HomeSure Services*****, ************************, HomeSure Protection of ****************, or HomeSure of **************, depending on the state she lives in. All of those variations though are subsidiaries of Cinch Home Services, and Cinch provides the customer support when any customer calls into the ***** Home Warranty line. Since Ms. ******* complaint strictly involved the administration of her contract and we have no control over that, we reached out to Cinch so that they could explain their position regarding Ms. ********* complaint and any details of any resolution they provided. We received the following response from ****** on their Escalated Customer Support Team:
  

  Whirlpool closed out this job the following reason: NO RESPONSE TO ADDRESS VERICATION
  

  Called customer and left message advising the provider had closed out the job due to improper address in the system. Advised I was able to update the address, and my dispatching department is now trying to locate a provider for the clothes washer and will reach out to her when they locate one.
  

  "Dispatch assigned APO to the customer to locate a local company of their choice to look at their clothes washer.  Pending APO report from customer; Closing this case until customer submit the report.
  
  We hope this response meets with Ms. ********* satisfaction or at least enables her to understand the terms of her coverage. We apologize for any problems or frustrations that Ms. ******** may have experienced with ***** or with our business partners like Cinch Home Services. We do value our customers and strive for their complete satisfaction including a reasonable resolution of any complaints or problems whenever possible.  If you have any further questions, you may contact me at ****************************************************. 
  
  **** ******
  REGULATORY SPECIALIST, Regulatory Complaints
  *********************;    

  
  

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warranty through ******** for my GE front load washer. I have an issue with my washer and Assurant set up an appointment with A &E Factory Service to diagnose and repair washer.Oct 3 I had an appointment to get the washer diagnosed and two parts were ordered. A repair appointment was set before the technician left for 25 Oct from 8-12 to install the parts. I received the parts to my house on 7 Oct. On 25 Oct I waited for the repairman to show up. I received text messages confirming my appointment and replayed properly to keep the appointment. Around 11 on Oct 25 my appointment time was changed to 18 Nov 8-12 without anyone from the company talking to me. After fighting with a call center and getting nowhere I accepted to appointment change. Today 18 Nov I received texts about my appointment 8-12 and at 1220 I received a call saying the technician cancelled. Now I have an appointment for 27 Nov 1-5. I cant get a hold of anyone higher up at the company to talk to other than the operators who schedule appointments. Totally unacceptable on A&E Factory Service and on Assurant to keep assigning repairs to A&E Factory Services.

  Business response

  01/03/2025

  January 2, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ****** ***
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found that service was completed the same day that the complaint was filed which was November *******. If Mr. *** still requires repair service, a new order will need to be opened as we are only an authorized service provider for his warrantor. We are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to Mr. *** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technician was simply put inept and did not want to preform his duty. He wanted me to sign a document regarding movement of the item which is fine the refrigerator was already removed from its built in location prior to the techs arrival. The technician listed possible damages as water damage but this model refrigerator doesn't have a water connection. The freezer is a separate unit and it receives water. He also listed fire as a possible damage and when questioned ON VIDEO he said he was afraid of setting the house on fire. He mentioned cabinets and countertops however again there were none near by. I wasn't going to sign such a ridiculous document that this technician manually typed in. After he left i called ***** (again on a recorded line) and they apologized promptly and said they would send another technician between 2:30-4pm. At 4:30 i called to find out where the new technician is and they told me they canceled for cause saying i was irate and hostile. I was no such thing and again may i remind you I HAVE IT ON A RECORDING AS SEEN BY SCREENSHOTS. this is accusatory defamation by an employee however i still have a repair contract that needs to be upheld or you can use the buy out option and pay us $4000.00 per our contract if you cant fix the refrigerator. 

  Business response

  12/16/2024

  December 16, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** **** **********   
  
  Dear BBB Customer Relations:
  
  After researching the service history, records show a third party warranty with ********. We currently do not have an open service order. If Mr. ********** still requires service, he may open a new call through his warrantor with another service provider. Since we are only an authorized service provider for his warrantor, Assurant we are unable to obtrude upon his warrantors actions. We can only recommend that he contact them directly with any questions.   
  
  We apologize to Mr. ********** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

  Customer response

  12/17/2024

   
  Complaint: 22611176
  
  I am rejecting this response because: for starters its American Home Shield not assurant or whatever you thought it was.

  Secondly why not reply towards your poor contractor who showed up under the influence of drugs or alcohol?

  Furthermore why noy respond to the blatent lies regarding my refrigerator location and it not being built-in at the time of arrival of your employee as shown in the photos for proof?

  Why not acknowledge that you did no work on the unit and closed the file with AHS saying you did. Thus leaving me without a refrigerator during the Thanksgiving holiday even though you were contracted with ******************** on my behalf.

  You had an open order as that is clearly your document that i signed under duress though your employee said i didn't.  You can clearly see the signature! Thats another lie!

  Your company messed us over based on your inept employees hear say & you wont acknowledge your responsibility. Your company got paid by *********************

  Nothing you stated in the response has anything to do with these issues. I suggest you go back and do more research before you look silly twice!

  Kindest of Regards,
  
  **** **********

  Business response

  01/20/2025

  January 20, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** **** **********
  
  Dear BBB Customer Relations:
  
  While we understand ************* remains unhappy, and we do apologize for referencing the wrong client name, the fact is that we were contracted by his home warranty company and they are our client. We informed them that we are unable to service ************* and it would be his home warranty companys responsibility to provide another service company. We are under no obligation to provide ************* with a repair and since he is clearly unhappy with our service, it seems a mutual decision for us to not provide him with service in the future.Again, if he needs further assistance with this, he would need to reach out to his home warranty provider.
  
  We apologize to Mr. ********** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

  Customer response

  01/21/2025

   
  Complaint: 22611176
  
  I am rejecting this response because: this is simply an attempt at passing the blame. He was your employee, driving your van, working for your company, on A contract provided to you by ********************. To say theyre the ones responsible is a farse! You call yourselfs the appliance experts but clearly thats a lie. The only reason your employee didnt want to do the job is because the allowable was to small. Thats why he created this problem in the first place. 

  CAN YOU PLEASE ADMIT THE FOLLOWING?

  -THE REFRIGERATOR IS NOT NEAR CABINETRY OR COUNTERTOPS 

  - THE REFRIGERATOR DOES NOT HAVE A WATER CONNECTION 

  - THE REFRIGERATOR WAS NOT BUILT-IN AT THE TIME OF HIS ARRIVAL 

  - THAT YOUR EMPLOYEE WAS CLEARLY LYING ON THE DOCUMENTATION HE FORCED ME TO SIGN

  I accept that after the run around from your company i didnt trust or want to do business with your company. Unfortunately i didnt have a choice until your company did what it did and treated my family with such disgusting behavior. That still doesnt answer the fact that you were hired to do a job and you didnt do it. You charged for parts, you charged for travel and you lied about all of the work completed. I have all evidence of the paperwork and pictures of your employee clearly in the uploaded photos and it shows me as the client, not American Home Shield. You should be ashamed of yourself for being this crass and ignorant in your attempt to make this go away!!! I hope they pay you well because you will have a fun time in purgatory after selling your soul like this.

  Sincerely, 
  **** **********

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have extended warranty of dryer. They have been no call and no show 3 times, been down over a month. I have taken off work, multiple days. I have spent hours on the phone with ******** (3rd party warranty) and A&E ***** home warranty provider to whom it is assigned. The confirmation texts keep coming for 7 visits , with NO way for me to reply to them. I have had no fewer than 20 conversations on the phone stating technicians are showing, NO one comes, calls etc.I expect damages, for out of service, lost wages, and pain and suffering for weeks of calls and triage to no avail.

  Business response

  12/28/2024

  December 28, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ***** *****
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found service was initially scheduled in early December and not completed. Currently we do not have any open service orders for Ms. ****** If Ms. ***** still requires repair service,she may open a new call as we are only an authorized service provider for her warrantor. We are unable to obtrude upon her warrantors actions and recommend that he contact them directly regarding the terms and conditions of her warranty agreement.  
  
  We apologize to Ms. ***** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were supposed to have a technician out here today in the massive unpredictable time slot of 8am-5pm. No contact all day and at 3pm I get an automated text saying that the service has been rescheduled for more than 2 weeks from now! I sit home all day waiting for this person to show up and perform their job, and then 7 hours into the 9 hour availability window they can't even be bothered to contact me and instead I get an automated text telling me it has been rescheduled. This is the 3rd time this has happened with this company. They are doing warranty repair work for ********** and probably other appliance brands. I will not buy ********** again due to this issue. If I had a choice to not work with A&E Factory Service again, I wouldn't do that either.

  Business response

  12/24/2024

  December 24, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** **** ******
  
  Dear BBB Customer Relations:
  
  After researching the service history, we found service had been rescheduled for November 25, 2024. However, the technician required a helper which was not assigned so the service was canceled. Since Mr. ****** has a third party warranty and we are only an authorized service provider, he would need to contact ********** to open a new call. We currently do not have any open service orders for Mr. ****** since then. Again, we are unable to obtrude upon his warrantors actions and recommend that he contact them directly regarding the terms and conditions of his warranty agreement.  
  
  We apologize to Mr. ****** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist
  

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This ordeal began Oct 10 with an online order for repair of my barely one year old ******* Refrigerator. Originally apptmt was set 2 days later for Oct 12 until a guy called asking for specific issue, stated that a new icemaker would be delivered to my home and tech would now not arrive until over 2 weeks later! After contacting again that tracking stated the part would be here 10/14 the appointment was then set for 10/16 (8 days prior to my latest reschedule!). Keep in mind that their window of arrival is 8-5 and then updates CONTINUALLY changing arrival estimate throughout each appointment day. Icemaker was replaced, did not resolve the issue and we start the appointment process all over again the next day. Tech returned 10/21 to actually attempt to diagnose the issue, stated parts would be ordered and next available slot was not for 2 weeks on Nov 4! I then get a text 10/28 stating my parts had arrived early, tech would be able to come sooner and appointment was moved to 10/29. As before, I got continual updates moving the arrival time to later, then later yet all day long until 5:30p stating my parts would not arrive in time so after waiting ALL DAY they then reschedule to next day 10/30! 10/30 same scenario of waiting an entire day to get yet another text a 4:05p moving it to 10/31 with the excuse that parts had not arrived on time. Day #3 the tech actually arrived, installed the newest parts and all to no avail again. The next appointment given was yesterday 11/13, updates from early AM with approx arrival of 8:45a, stating I was next in line several more updates until 2:03p with an update that I had now been rescheduled to 11/19. I have now wasted 6 days of which half were ultimately no-shows and it is impossible to reach a live person with this company. I have requested from the warranty company to send a new and reliable service company and this is the only one under contract (almost 100 mi. away!). Ridiculous and unacceptable!

  Business response

  11/29/2024

  November 29, 2024
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** *** & ******* *****
  
  Dear BBB Customer Relations:
  
  After researching the service history, we show the ****** have a third party warranty with Assurant. Currently we show the last service order as complete. If *** and Mrs. ***** still require service, they may contact Assurant to open a new call as we are only an authorized service provider for their warrantor. We are unable to obtrude upon their warrantors actions and recommend that they contact them directly regarding the terms and conditions of their warranty agreement.  
  
  We apologize to *** and Mrs. ***** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

  Customer response

  12/02/2024

   
  Complaint: 22554808
  
  I am rejecting this response because:  I am entering the 3rd month of an unrepaired refrigerator icemaker unit after 7 appointments of which 3 were actually kept by ***** Home Repair.  The issue is STILL not resolved but I am awaiting the next step from Assurant's ************** on the next step to resolve this barely year old refrigerator's issue. 
  
  Sincerely,
  
  ***/******* *****

  Business response

  01/02/2025

  January 2, 2025
  
  BBB Customer Relations
  **********************
  ************************************************************
  *******, *******; 60611
  
  Re:  ******** ***/******* *****
  
  Dear BBB Customer Relations:
  
  We have completed our review of *** and Mrs. ****** rebuttal complaint and would like to clarify that we are only an authorized service provider. Since the ****** have a third party warranty, we do not have visibility into their account with Assurant. Since the ****** have stated that they are awaiting the next steps from their warranty company, we have noted their concerns and closed our file.
  
  We apologize to *** and Mrs. ***** for any inconvenience she has experienced and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
  
  Sincerely,
  
  Regulatory Complaint Specialist

  Customer response

  01/03/2025

   
  Complaint: 22554808
  
  I am rejecting this response because: I'm not sure why you are trying to address blame for the disservice supplied by your 3rd party hiree, ***** Home Repair.  You were assigned this repair to handle via Assurant, in fact the only eligible repair service available with whatever agreement you have between them and your organization.  This is not a pass the buck ***** you and you alone are responsible for the terrible service provided by the company YOU hired, no one else!  I would suggest addressing my complaint with your service appointee before calling this case closed....far from it!
  
  Sincerely,
  
  ***/******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩