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A&E Factory Service

A&E Factory Service review: Horrible service! 206

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12:00 am EDT
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A tale about A&E Factory Service - more accurately know as A&E Factory NON-Service - for a Whirlpool Dryer in Raleigh, NC.

On Sept 6, an A&E technician is dispatched to our home by Whirlpool Warranty Service to diagnose a problem with our $900 Whirlpool dryer that is less than 1 year old. The technician says the electronic control needs to be replaced, but does not have the part, and will have it ordered immediately. A&E calls back later that day to inform us that the part is not available, has been ordered and should arrive in 10 days! I'm under a lot of pressure here, because a major reason for my investing in this dryer is it's high-capacity, which is crucially important to my family of ten. 10 days! But, aren't they "Factory" service? How hard is it to get this part?

On day 6 (Sep 12), A&E calls back and says it will be at least 5 more days for the part to arrive! Thus commences the lies and misinformation. I had serious doubts A&E had actually ordered this part as they could not provide me any tracking information. You see, this is chump warranty work, and I was a LOW, LOW priority.

So, on Wed, Sep 13, I called A&E trying to find out why it is so hard to get this part, only to be hurried off the phone with the obligatory response of, "It is out of our control. When the part comes in we will set up an appointment to replace it." So, I go on the internet - knowing nothing about obtaining Whirlpool dryer parts - and in less than 10 minutes have found the part readily available through several vendors. I call A&E and let them know, BUT of course, they have a "process" they must follow - mind you, not a desire to provide fast service. So, I call Whirlpool, whom A&E are contracted by. Alas, Whirlpool parts center has 39 in stock and they will express ship the part. So, I teleconference A&E and Whirlpool (partners, eh?) and attempt to assist A&E in getting the part to me right away. You see, if I acquired it myself, I would have to pay for it. Only A&E could order it from Whirlpool.

I call back the next day (Thu, Sep 14), but am unable to confirm through A&E operator if the part was ordered, and am given an appointment for Sept 27th, just in case the part comes in by then. The operator tells me she has no way to confirm if the part is ordered. Wow, they care - NOT! So, Friday the 15th I pursue A&E again and remind them that the part is at Whirlpool and can be expressed shipped if only they would call to order it. The first thing the A&E operator mentions is that they will not pay for express shipping. Five extra dollars to a company the size of A&E is too much, when my business means so little. After much pursuit, the A&E operator obliges me by setting up the repair appointment for Tues, Sep 19th. Well, that is what she told me, anyway. That same day (Fri, 9/15), I also call Whirlpool customer service to see if they will help ensure that A&E orders the part from them and would they please express ship it. The Whirlpool representative seems glad to help and leads me to believe I can receive the part by Monday.

I call A&E on Monday to see if the part is on its way, and to see if I have the appointment on Tuesday. Well, it really should be no surprise that without calling me, A&E cancelled the Tuesday appointment because they knew they had not ordered the part yet! Wow! Another call to Whirlpool on Tues, Sep 19, to get them to act on my behalf with A&E and get them to order the part leads me to believe that the part is finally ordered because the Whirlpool agent says it will definitely be at my home on Thu, Sep 21. I call A&E again to get an earlier appointment than Sep 27th. I am grudgingly given an appointment for Friday afternoon, Sep 22nd.

A&E calls my wife on Thursday, 9/21, around 3pm to see if the part has arrived. Sadly, my wife tells the truth and says, "no". The A&E operator instructs my wife to call by the end of the day to confirm whether or not the part arrives, but gives no deadline. My wife calls A&E at about 4:30pm when the part arrived only to find out that A&E canceled the appointment without notice and will not reschedule. A&E was dead-determined to keep the Sep 27th appointment, no matter what.

No matter how much pleading and explaining I did when I called back on Friday morning, I could not get any other appointment other than Sep 27th - 3 weeks after the problem was diagnosed as being a problem with a part that takes 2 days to get and 5 minutes to install! Furthermore, the A&E operator tries to pretend that I never had an appointment for Fri, 9/22, that it was always - and only - for Wed, 9/27. Later, in the same conversation she slips by mentioning that my wife caused the problem by failing to return their call on time the previous day. I retort, that if I never had an appointment for this day (Fri, 9/22), then why did we get a call from A&E the day before inquiring about the arrival of the part? She was tongue tied and said, of course, there was nothing she could do. She then thanked me for my business and ended the call.

I cannot stand the thought of giving A&E any business, so a light bulb finally goes off in my head. On Monday, Sep 25th, I call Whirlpool and ask if there is anyone else I can go through to get this part installed. The Whirlpool agent calls me back in 10 minutes to inform me that I have an appointment with another service provider in Raleigh who will be there the next morning to install the part. And, like magic, a technician from Mr. Appliance arrives to install the part.

Apr 29, 2010 9:41 am EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Dear DanMary,

We are sorry to read about the service you have received from A&E Factory Service. When contacting our office we make it our goal to service your product in a timely manner and to exceed our customer’s expectations. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly. In addition, please include the screen name used to post here so we can reference to your case.

Thank you,

David V.
Senior Case Manager
A&E Solutions
Sep 14, 2011 11:14 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Dear #1desertdweller:

I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the Kitchenaid Ice Maker is listed under and we will contact you directly. In addition please include your screen name (#1desertdweller) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
A&E Solutions Team
A&E Cares
Aug 04, 2016 7:50 am EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Dear Julandy:

I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the refrigerator is listed under and we will contact you directly. In addition please include your screen name (Julandy) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
A&E Solutions Team
A&E Cares
Jan 16, 2012 11:25 pm EST
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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To bluethunder12,
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you. My name is Stephanie and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the washer is listed under and we will contact you directly. In addition please include your screen name bluethunder12 in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,
Stephanie L.
A&E Solutions Team
A&E Cares
Sep 21, 2012 1:31 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Dear Jdebikim,

I also noticed your post on other websites and wanted reach out to you here as well. Please accept our apologies for the service appointment failure. We certainly understand that a 4 hour window frame is very time consuming and then to be running late can be very overwhelming and irritating. We would like to speak with you about the service appointment as well as discuss your concerns further and to also make sure that the service was completed.
At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (appliance) is listed under and we will contact you directly. In addition please include your screen name (Jdebikim) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,
Misty H.
A&E Solutions Team
A&E Cares
Sep 17, 2013 4:48 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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They made me an unhappy camper,

My name is David with our A&E Solutions team. I came across this post and wanted to reach out to you. We are truly sorry that you service experience did not meet expectations. If you are in need of assistance, we would be happy to contact you directly. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the service is listed under and we will contact you directly. In addition please include your screen name (They made me an unhappy camper) in your email for reference to your issue.

Thank you,

David W.
A&E Solutions Team
A&E Cares
Sep 25, 2013 12:59 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Pissed Off Customer23,
We are indeed sorry for the trouble you are experiencing with our repair service. It’s clear that we have failed to meet your expectations with service. We would like to speak with you about the situation that took place to assist the issue to the best of our abilities. Please send the following information – contact #, screen name (Pissed Off Customer23), phone # used at time of purchase to AEservice@aefactoryservice.com and we will be in touch to address further. We look forward to hearing from you soon.

Thank you,

Liz R.

A&E Solutions Team
A&E Cares
Sep 25, 2013 1:01 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Horrible Customer Service23,

Thank you for bringing this matter to our attention. We are sorry that you have had trouble with your recent appointment. We can only imagine how frustrating and aggravating this situation must have been for you. We would like to speak with you further to see if we can be of assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (range) is listed under and we will contact you directly. In addition please include your screen name (Horrible Customer23) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Liz R.

A&E Solutions Team

A&E Cares
Nov 06, 2013 11:29 am EST
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Totally Ticked Off,

We apologize for the troubles you’ve experienced with your furnace repair. We would like the opportunity to contact you directly to discuss this situation and assist in addressing your concerns. At your convenience please contact our office at AEservice@aefactoryservice.com. In the email please provide us with a contact number and the phone number the service is listed under and we will contact you directly. In addition please include your screen name (Totally Ticked Off) in your email for reference to your issue. We hope to speak with your soon.

Thank you,
David W.
A&E Solutions Team
A&E Cares
Aug 01, 2016 5:29 am EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Fed Up in LA,

My name is David with our A&E Solutions Team. I came across you post and wanted to reach out to offer our assistance. We are truly sorry for the frustration caused by the repair service for your washer. If you are in need of assistance, we would be happy to contact you directly and assist in addressing your concerns. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the washer is listed under and we will contact you directly. In addition please include your screen name (Fed Up in LA) in your email for reference to your issue. We look forward to talking to you soon.

Thank you,

David W.
A&E Solutions Team
A&E Cares
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

206 comments
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ron
,
Oct 07, 2008 4:48 pm EDT

Description: On 8/13/2008 your representative technician # 0806893 came to the house to diagnose the problem with the machine as it stopped mid cycle leaving water in the bottom. He said it was a touchpad failure. I paid $158.00 and was told the part would be sent to me in 3 to 5 days. Well after several backorder phone calls. A call to your company after 2 weeks to complain that mold was growing inside the machine and a call to whirlpool I recieved no solutions other than to wait. Finally my husband called and whirlpool overnight the parts, now two because they said your tech ordered the wrong part the first time. A different tech came to pick up the parts. We informed him he needed to fix it. This man 0057769 a Ben McPowell, opened the panel and determined it was a fuse. A FUSE he had on his truck. I waited almost two months for a fuse! To say the least we are very upset. Also your tech said he was to take the parts and send them back to whirlpool. Well that wa!

sn't what whirlpool said when we called them after he left. They were to contact you regarding the parts. I feel cheated. You left me without a dishwasher for over 50 days when the part was on the techs truck the first day he arrived. I am a victim of an incompetent repairman. My water and electric bill increased due to washing the dishes by hand as we both know dishwashers are more economical. Not to mention the mold that grew in my machine. After calling your company to complain they told me to drain the water. I paid YOU to fix it. If I had to drain the water why did I pay you? It should have been taken care of by your overpriced incompetent technician. Besides the over inflated price you charged me to repair my machine. If your tech would have told me it was a fuse the first time I could have paid him the $75 to diagnose the problem and got the part on line for $12.00 and replaced it myself!
I would have saved at least $70.00 and had the machine right away. Instead I went through almost two months of waiting for parts I didn't even need. There is no way I would recommend you company to anyone else. And believe me I will report this to whirlpool as high up as I can go. I feel I have been unfairly overcharged as well. I could have had any local repair guy come and fix the problem for $60.00 plus the parts. I am very dissatisfied.

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S F
Mullica Hill, US
Jul 30, 2010 12:52 pm EDT

A & E is the WORST repair company I have ever had to deal with! They have been jerking me around for a month with fixing my Maytag dryer. I have huge boxes of parts sitting in my living room and after 2 days of sitting home waiting for them, they just cancelled again! I just purchased a new GE dryer. The boxes of Maytag parts will be taken by the trash men next week.

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jst
Fort Mill, US
Jan 13, 2009 7:40 am EST

I have had my oven out since the week before Christmas, have had four service calls, and still have an oven that does not work. Had an appoinment yesterday to install part, but service tech never showed up(he said he did). This is the absolute worst company to deal with. I would avoid any manufacturer that uses them, which includes Kitchen Aide appliances. They could care less if they fix your appliance.

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hogsfan
Sand Springs, US
Apr 25, 2012 7:59 am EDT

We have a Whirlpool Cabrio washer. It started flashing an F51 code. The Whirlpool website referred me to A&E Repair Service. I set an appointment with them. The technician came out and diagnosed the problem as being the motherboard. He ordered the part. I prepaid for the part and the return call to replace the part. On 04/25/2012, the service technician came and replaced the part. He left without making sure the washer was fixed. My husband used his last personal day to be home. As he started a load of towels, lo and behold the F51 popped up again. He called the technician back right away, who informed him they were already out of the area. He calls A&E repair line [protected] and they proceed to tell him the tech cannot return to repair my washer since he already left. They try to set another appointment for during the week. WE BOTH WORK. They tell us the first Saturday available is a week and a half away. It has already been 3 weeks. I will never use A&E again and I am telling ALL my friends and family.

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They made me an unhappy camper
novato, US
Sep 11, 2013 4:46 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

i have an extended warranty ( i know, but its on the notoriously bad whirlpool washer) and called for service. I was given a date and window 8am to 12pm. The day before, I get a confirmation. The day of they are a no show. At 12:00 They were called and they said they were very busy. I asked when the service guy would be there and she said ten minutes. I asked if that was confirmed she (A &E) said yes. I asked for the contact information of senior management and if this call was being recorded, She said yes the call was being recorded. She said the tech would be at my house very shortly, I was put on hold for twenty minutes. When she came back on not only did she fail to give be the information, the service guy had not arrived and she said i needed to talk to escalation. The line switched to Roxanne who identified herself as a case manager for A&E. She said she "completely understood my being upset and that they sorry" just like a well rehearsed speech and in a tone that was genuinely insincere It actually made things worse. Then she wanted to tell me all about how unpredictable the service business was and that they where doing the best they could. I countered with its managements problem they cant properly schedule service. She was not interested that I took a day off and lost money. She was more interested in me understanding her problem of a tough industry to manage. She then put me on hold for almost a half hour with intermittent check-ins to ask if I would please stay on hold. She finally said that she was in communication with the tech and that her was speaking directly with his manager and would be at my house in twenty minutes. I asked again if the call was being recorded so I could use it in my blog and she got completely rude and said it may not be recorded. I said I wanted to record the call and she said no and hung up. The tech showed up even later and spent 50 min diagnosing using a laptop. Then he said he could not fix the washer but that in ten days they would come back and fix it. Unbelievable, but true.

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donewrong63
Winchester, US
Jul 21, 2012 3:41 pm EDT

I was recently ripped off by A&E Factory Service. They sent out an incompetent service technician that didnt even bring a flashlight to diagnose a washing machine issue. The technician left a laundry list of items that could possibly be wrong without inspecting the appliance totalling $700 on a 6 year old $600 washer. The technician said that they could not really tell what was wrong because it was dark inside the washer--- imagine that... After I had time to inspect the washer, I repaired it with a washer. After 6 calls and about 3 hours of time hoping that A&E would do the "right thing" and refund the oh so special diagnostic fee of $75, they refused. It was their "Policy". So if you are looking to waste a lot of your hard earned money and time and end up really pissed off, give A&E a call.

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Eddy Nicolas Mayotaz
,
May 30, 2007 12:00 am EDT

I have a 2 years old Kitchen Aid Fridge who lately started to overwork. With settings at the warmest, the freezer still managed to freeze my Vodka.

Not finding anything specifically about that in the Trouble Shooting documents of the appliance, I called Kitchen Aid support line hoping to learn about the location of the thermostat, but I did not get to talk to a technical support and only got offered to have a technical person sent to my home and have a look at the problem.

Inquiring about the cost I learnt that there will be a $69 basic fee for the specialist to come to my house and the rest will depend on the time and the parts needed to fix the problem. The appointment was scheduled within 5 days. So far, so good!

The person arrived on time; got straight to the hidden thermostat; changed it in 5 minutes; placed a thermometer in the freezer; asked to use my bathroom; spent another 5 minutes in there; checked the thermometer; offered to change, free of labor charge, the water filter which was due; did it in 1 minute; wrote his bill; charge my credit card and left.

I don’t mind the $69 basic fee; neither the $47.22 for the water filter or the $31.75 for the thermostat (even if after checking I found these items online for 60% that price). But the $114 labor for a job that took less than 12 minutes (including the bathroom stop that I forgot to charge him for) is day light robbery! This corresponds to a labor rate of $600/h. Did I ask for a brain surgeon or a handy man?

Avoid by any mean services from A&E Factory Service. I am also writing this note to Kitchen Aid, and to all other appliance brands that I can think of to help them make the right decision to protect their brand name by cancelling the use of A&E Factory Service.

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Ordinary Joe
Raleigh, US
Aug 09, 2012 7:01 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Service Tech called prior to arrival - GREAT
Service Tech was very nice and courteous on phone and in person - GREAT
Service Tech sounded like he was knowledgeable - GREAT
He arrived on a Tuesday to repair our 2 1/2-year-old dishwasher, which at the end of a few completed cycles left the dishes wet and room temperature (i.e. - it wasn't heating the water inside AT ALL). So what did he do? He told my wife that it's either because (A) our hot water heater was not set at a high enough temperature (BS), or (B) that we just needed to run the hot water faucet first to make sure no COLD water got into the dishwasher by mistake (again, BS). He didn't diagnose anything on the machine itself. Didn't touch it. He never even opened his toolbox.
Now instead of being without a working dishwasher for a couple days, it will end up being a week since they don't work weekends.

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Mike
, US
Aug 12, 2016 6:23 am EDT

My one year old, Frigidaire Refigerator ice maker, auger motor, stopped working. I contacted the A&E Factory Service, and set up a time for them to come out. The first tech said the motor was shorted out. It would humm when the ice dispenser lever was pushed, but would not dispense the ice. A&E ordered the ice auger motor, and sent out a different tech to install the new motor. After installing the new motor, I ask for the motor, and he gave it to me. I tested the old motor and found it to work ok. I contacted A&E to return and install the old motor, and refund the service charge. The tech came back, and as I was showing him the working motor he said, yes sometimes the motors stop and then when they warm up, start up again. A&E refunded $65 of the $306.98 service and parts bill. I found that same motor (NEW) for from $47 to $83. Buyer beware! The next time I find myself in need of a repairman, I will call my local repair service. At least he is reasonable and fair.

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Chuddly
, US
Aug 04, 2016 7:50 am EDT

Horrible. Had a technician break my microwave, get frustrated and just leave with parts everywhere. Another time a technician didn't bother showing up claiming he couldn't find parking. Customer service was rude, unwilling to listen, and flat out unhelpful. Horrible. Had a technician break my microwave, get frustrated and just leave with parts everywhere. Another time a technician didn't bother showing up claiming he couldn't find parking. Customer service was rude, unwilling to listen, and flat out unhelpful. Horrible. Had a technician break my microwave, get frustrated and just leave with parts everywhere. Another time a technician didn't bother showing up claiming he couldn't find parking. Customer service was rude, unwilling to listen, and flat out unhelpful.

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M. Sitowitz
,
Aug 04, 2016 7:50 am EDT

BUYER BEWARE: I bought an extended warranty from Sears for my appliances. The repairman came out and advised that the motor that I needed was on his truck... HOWEVER when he tried to install the part, it did not work. He told me that a new part would need to be ordered and it would take a week.

Never mind that I took off from work, never mind that I already waited a week for the repair, and never mind that I paid almost $500.00 for the warranty. It seems that a business that has so many posts would be out of business by now, but its not!

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MinnesotaBetsy
Windom, US
Aug 04, 2016 7:50 am EDT

Less than 3 years ago we purchased appliances at Lowes (washer and dryer)". We also purchased the extended warranty offered'. On July 2nd, my dryer quit heating so I called the company on the brochure to submit a request for repair'. I was told that the next available appointment wasn't until July 12th so I scheduled for the 8-12 time slot?. Having a family of 5, I wasn't thrilled with the idea of going so long without a dryer and having to haul my 8 month old BABY to the dirty laundromat but I didn't have any other options..

July 12th, the technician finally shows up at my house shortly before Noon/. I had to run and pick up my son from swimming lessons and when I returned the tech said that he had figured out the problem--it was indeed the heating element'. I thought "well duh"---THEN he proceeds to tell me that he has to order the part! When I questioned him as to why they wouldn't carry the parts with them he said that the "company" doesn't want to spend the money to ship the parts until they know what part they are going to need--because if it wasn't the heating element--the "company" would have to spend the money to return the part!. The poor guy probably feared for his life at this point---he said that he "emergency ordered" the part and that it would ship directly to me in 2 days or perhaps 1 week...he didn't know. THEN he told me that the next available appointment in our area wasn't until August 2nd. This would mean that I will be without a dryer for an entire month. Are you kidding me?

He told me that I would have to call the "company" to try to get the date moved up. He also indicated that A&E Factory Service is actually owned by Sears...so on the days he works on a product purchased at Lowes, he wears his A&E uniform and hands out those business cards, but when he works on Sears items, he wears that uniform/business cards.

After he left, I called the number on the A&E card. Spoke with three different people (repeating my story three times) about my disappointing situation..the final person being a "manager" at some call center in who-knows-where who basically told me that there was no way to speed up the process, track the part, etc. I mean seriously, these people could not care less. I then find out that the part (remember the "emergency order"?) won't be here until maybe July 20th. Maybe before--but no guarantees... Ugh! I'm so frustrated by this point. The lady tells me that she can't even schedule my appointment until tomorrow (July 13th) and that I would have to call back then. I asked her if there was a way I could contact her again so that I didn't have to go through the agony of explaining my situation another 5 or 6 times. No--of course not.

So today (July 13th) I have spent a great portion of my day trying to get somewhere with these crooks. I have called Sears, and then they transferred me to A&E because I'm sure they got tired of listening to me complain and as such pesky questions about the service I paid for but wasn't getting...A&E (call center again) was no help either...

Meanwhile, the laundry piles up--and I have to make another trip to the laundromat. As I read other reviews about this company I'm just saddened by the fact that we as consumers are being ripped off by these huge companies like Sears and Lowes. We go there because they offer a better deal than the smaller hometown guy but we end up paying MORE in the long run because these big companies don't CARE about us.

The absurdity of the situation is insane. I have no idea where the technician had to drive from because we live in outstate Minnesota (rural) but how efficient is it for him to have to make this journey TWICE? I'm guessing that it would have been cheaper to pay the shipping for the part and then they'd actually have a slighty-less-offended customer.

I really can't say enough about how disappointed I am by this companies service. I should add that in defense of the technician...he was very nice and professional. It's not his fault that these companies have no idea what they are doing.

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JDHolliday
Hermitage, US
Aug 04, 2016 7:50 am EDT

Absolutely pitiful customer service, should be put out of business. They schedule appointments, then cancel, schedule again, then cancel, etc.etc. General Electric, Sears and all the others who use them put the consumer in a no win situation, because somehow A & E has them buffaloed. Someone somewhere is getting paid off to keep them as a service provider for there appliances. I will throw a product away before I would let them in my home. I will do everything I can to promote the local handyman who can service appliances. Absolutely the worst.

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horsetrader
West Milton, US
Aug 04, 2016 7:50 am EDT

Waited 6 hours for A & E today. I called them, they alledged they called me to make me aware of they delay, thay had NOT called at all. Told me it would be several hours and would call my cell when they were heaed my way. One hour later the technician called and wondered if I had rescheduled?...

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gotmemad
, US
Aug 04, 2016 7:50 am EDT
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This place is friggin' unbelievable. I scheduled an appointment for my washing machine for a Wednesday afternoon. They gave me a window of 1-5 p.m. They even called and confirmed it.
I took a half day off from work in order to get this done. I am in sales and so, even though this affected my livelihood, I had no choice but to take the time off if I wanted to get it fixed. Around 4:30 p.m. on the day of service, I started getting worried that they hadn't shown up yet. I called the main number and they said they'll have the service technician scheduled for my call contact me. 10 minutes later, I get a call from him. He proceeds to tell me that he just finished a job, is on his way to his next call which is about 30-45 minutes away from me and he anticipates being there for a couple of hours. He then tells me he gets off work at 7 p.m. I confront him that based on this information, it doesn't appear that he'd get to my place and he confirms it.
I was furious and contacted the main office who gave me the run around and apologized but that wouldn't do me any good since my machine was broken, laundry was piling up and I wasted a half day for nothing. I demanded they send another technician and they said there was no one else available and there is nothing more they could do. I told them they better have the technician show up first thing the next morning and they wouldn't commit to that either.
The next morning, no one had showed up and I called again. You would think that they would be the ones following up with me but no sir. They claimed that their technician had called in sick. I said that was ridiculous and they need to send someone else and they said there was no one else. They then offered to send someone the following Wednesday and this is where I just lost it and started calling them every name in the book for insulting my intelligence. I said why would I have to wait until next Wednesday if my turn was skipped yesterday and they couldn't answer that. They then said that if I am not happy with them, I can contact someone else. I said no ###, I know that is my option but they signed up for a job and they now need to complete it. I demanded to have a district manager contact me and no one ever did.
I was so fed up with them that I went ahead and contacted another service which has shown up and fixed my machine.
These people were careless, didn't give a ###, there was no urgency to my plight and non-responsive. I always had to call and be on their ###. Not once did anyone ever call me to assure me they were on top of it and will get my problem taken care of right away.
STAY THE HELL AWAY FROM THESE FREAKS.

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F W Storm
Margate City, US
Aug 04, 2016 7:50 am EDT

Stay away from these people. Their service could not be any worse. I made an appointment through their web site on Tuesday to have my GE clothes washer serviced under its warranty. The appointment was set for Thursday, between noon and five. On Wednesday, I received a phone call from them confirming the appointment.

I made arrangements to stay home Thursday to wait for their service technician. At 3:00PM, I became concerned because as yet no one had shown up or called. So I called them. At that point, I was told that they had called me to reschedule as they were not coming today. Furthermore, that new appointment would not be until sometime next week. This is totally unacceptable for a couple of reasons. First, they lied. No one called to reschedule. I have both an answering machine and voice mail on my phone. No one ever gets a busy signal and everyone is able to leave a message. There was no message. Second, this fiasco is totally their fault. They needed to make it right. All they would offer is an appointment for next week and a meaningless apology. I spent quite some time on the phone with them and got nowhere. They could not have cared less. I was finally told that they might get someone out tomorrow. It was their way of getting me off the phone by making an empty offer. How would you like to be without your clothes washer for over one week?

Stay away from A&E Factory Service. They lie and do not care as they have a captive customer base. They are the only company in this area servicing GE appliances. As a result, I suggest you avoid GE appliances until they upgrade their service people.

In an effort to resolve this issue, I called GE Customer Service. To make an already too long story short, they called A&E Factory Service. Within minutes, I received a message on my voice mail confirming an appointment for tomorrow morning, and I was to be the technician's first stop. Strange. When I called A&E Factory Service, nothing could be done. When GE called, I got the first appointment for tomorrow. It is still a long way from satisfaction, and my opinion of A&E Factory Service not only still stands but is now worse. They would do nothing to help a disgruntled customer until they heard from their superior.

Do not just take my word for this. Check them out on other web sites. Their reviews are very poor. As I stated above, they have a captive customer base until GE wises up and shows some concern for its customers.

If A&E Factory Service does not show up tomorrow morning, I will follow up with an additional complaint. Quite frankly, I doubt they will show up. And if they do, I am sure they will claim the washer needs a part that will not be available for at least a week. A&E Factory Service is as bad as they get. Keep clear.

Following up on my above review. Just as I expected. The technician that A&E sent out this morning seemed to be a bit slow. After playing with his tablet for about fifteen minutes, he told me the washer needed a part. It would be two weeks before the part came in and they could install it. What a crock! I could order a new washer today and have it delivered tomorrow. I could order almost any thing over the Internet and have it within two days. But this backward company can not get a part for two weeks. Who is running this company and what century is he from?

To follow up once more on my review, A&E was scheduled to come out today to install the part. It was an afternoon appointment. At about 5:00PM, I received an automated call informing me that they were running late but were still coming. At 6:30, I called A&E since no one had showed up. I was told they were not coming today and would have to reschedule for next week. Another week without a washer. Another week dropping my clothes off at a facility to get my laundry done. I now have to burn another vacation day to sit home and wait for these incompetent bunglers. As I was typing this, my phone rang. It was an automated call from A&E informing me that they were not coming today. It is 7:55PM. Almost three hours after the appointment. Avoid this company!

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Jgcooperma
, US
Aug 04, 2016 7:50 am EDT

Specialized Samsung frig unit (due to unusual size) damaged in transit to Lowe's; after 3 months of dickering with Samsung, Samsung finally authorized A&E to replace freezer door at the Lowe's store in late January 2011. Tech came, ordered parts and disappeared. Parts ordered then supposedly lost in transit; after a month goes by, parts are reordered and tech provides his cell number to Lowe's for speedy installation in early March. Again, weeks go by. Install finally happens at END of March and tech fails to install door seal and shelf bracket. Lowe's has called four locations within A&E and when I (as the ultimate customer) call them and their escalation center, they refuse to talk with me, saying they have hundreds of repair orders for that store (a blatant lie)-- they just don't want to be bothered. Also, they CANNOT give out the corporate phone number-- I guess corporate does not want to hear from "satisfied" customers! And when I call the escalation center, they answer "Sears"! What a bunch of incompetence! It's now mid-April and these guys have invoiced Lowe's for all the parts, some of which have yet to appear or to be installed.

Flee for the hills when they are involved, or ask for a different repair company.

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Dmckellar55
, US
Aug 04, 2016 7:50 am EDT

Had appointment to have my washing machine fixed on monday, they didn't show up. they did not call me. i had to call them to ask why they didn't show up. they said they had to make it for thursday. i waited from 1until after 5 they didn't show up. i called they told me they couldn't get to it until the 18th of may. i told them i couldn't wait that long. i was having to go back into town to wash all my clothes and that it was costing me alot of money that i didn't have. this company didn't care.

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Julandy
, US
Aug 04, 2016 7:50 am EDT

These people are ###s. I have a home warranty and was given their name for a refrigerator repair. First off when you call it takes 10 minutes of hold before anyone answers. I called Saturday; they said they could not come until the next Friday. On Friday morning they called and said they could not come, but would come the next day by 12. At 12 the next day I called and questioned where they were. They said they were late but were still coming. At 3, I called for a second time and they said maybe I should reschedule. I hung up and call the warranty company and got another contractor. A&E called me back about 4:30 and said they "might" be capable to come around 7-8pm. I said they "might" eat crap and die. Hopefully this new contractor will be better, but it's hard to imagine they could be worse.

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bant
State Road, US
Aug 04, 2016 7:50 am EDT
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Samsung sent this company out to work on my dishwasher, $119.00 later the tech left and dishwasher still doesnt work. I was paying for him to come out and he acted like he done me a favor for charging me only $119.00! I feel Samsung should be held responsible also because they sent this company to me. I have been trying for over a month to get them back out to service my dishwasher and they keep canceling the appt. I paid $1, 000 for this dishwasher I wanted a good one because I have arthritis in my hands and I cant hold the dishes to wash them so now I have stock in paper plate companies. I will tell everyone dont use A&E and futhermore dont buy a Samsung appliance!

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pdxsamsungdishwasher
, US
Aug 04, 2016 7:50 am EDT

Worst service EVER! I took work off for them to come fix my dishwasher and they showed up before my scheduled time, left a sticky note to call the main phone to reschedule. Not to mention this is my 3rd appointment to replace a part that we knew was broken BEFORE any technician even came out. I believe they are just scamming me. I think they are trying to squeeze as much possible money out of me as they can. My first technician John seemed nice, but messed up the order on the part and dinked around with the dishwasher for exactly 60 minutes just so he could charge me the service fee. When he came to the door i made it clear that the error code was for the water sensor to be fixed. He then checked it out (did absolutely nothing that i hadn't already done) and agreed, yes it I'd the sowater sensor. We had a fairly lengthy conversation about, the water sensor after that, yet JOHN some how orders the wrong part. He orders a freakin control panel...seriously are you kidding me here. So the control panel comes, new technician comes over to install(Paul). I take work off because they have no availability what so ever. He then installs the controlpanel WHILE we are talking about the water sensor being the problem. After he finishes installing the wrong part he them states this I'd the wrong part...looks like it's the water sensor. Are you SERIOUS?!? I then have to ask him to please take the wrong part out of my dishwasher and requested a refund. He them says it's free with factory warranty but that the water sensor is not!?! I then have to pay for that part and labor. He doesn't have the part...of course. Orders a new part which brings me to where i am now. Appointment #3...no technician, part sitting here and now i have to schedule a 4th appointment because new technician who HAPPENS to be the SAME idiot JOHN from the very beginning shows up an hour before my scheduled time to leave me a note.
Worst and the most SHADY service of my WHOLE life! John should not be a technician. He needs to move on to other things. A&E Factory should not be in business. They do not care about their customers and when i tried to provide my feedback they sent me to a phone that just rang with no Voicemail. It makes me sad that we can't just call a good ol' mom and pop service company and get our appliances fixed in a timely manor with carrying customer device. A&E Factory(aka: Sears) is the worst.

P.s. Samsung appliances are no good either! Except for my fridge...it's good.

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Carol J B
Coop, US
Aug 04, 2016 7:50 am EDT
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My Fridgidaire front load washer has been on the fritz for over 6 months.
Sears you should be ashamed to be associated with them.
The call center is no help at all. They are very good at apologizing to you but nothing happens.
First tech was out to diagnose on 12/23/11. Ordered control board and valve despenser, which never arrived. He was back on 1/20/12 to install parts that i did not have and reordered them. Installed them 1 or 2 weeks later. Okay all fixed, right? Worked for a little while and then First load on Sat. Morning and the machine will not rinse just like before. Spins after wash starts to fill for rinse, clunk, stops and E10 error. Called again and tech back on 4/20 and ordered another pressure switch, installed 5/1. Okay ready to go. Nope same problem, no rinse and E10 error. He came back on 5/15 witch call center says was a cancelled visit. He was here and I had him call Fridgidaire who told him to replace the control board again. He sat here and ordered it. No part arrived. I spoke to tech on 5/29 he said part was back ordered and would ship in a week. 6/28 still no part and call center has no record of the part being ordered. I lost it and went through 5 different people to try and get the part ordered and my washer fixed. I kept being transferred and appoligized to and hung up on. Called right back only to have to start over. After 2 hours on the phone with A& E I was told the tech would have to come back to get the part # and order it. I said this part was replaced in Jan and then should have the part #. Finally the person on the phone found that record of that call and said she ordered the part and set up service to install it on 7/10. Part was ordered rush and should arrive in 48 - 72 hours. I asked to speak to a manager and was transferred to the Client Relations Dept. I was assured the part was ordered by the last call center person i spoke to and was given a work order #. I gave them extra time due to the 7/4 holiday. 7/5 still no part. I called Client relations back and was told there is no record of the part being ordered and that no one there can order any parts. I asked to speak to Ralph who was the person I had spoken to on 6/28. I was told he was on a call and would call me back. Surprise, no call back.
I just but in a complaint to the BBB.
My washer still is on the fritz.
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bria c
Brazoria, US
Aug 04, 2016 7:50 am EDT
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had a apt with A&E for 2 week to come out and fix my washer that is under warinty they were coming out tomorrow I get a call today that they can find anyone to come out and wont come out tell Nov 30 that is a 21 days later with out a washer. they did not care and hung up on me

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Marcia Wesloske
,
Aug 04, 2016 7:49 am EDT

I will never ever buy a whirlpool product again. We purchased a Duet Washer and Dryer from Sears. Before the washer was a year old, the computer went out on it. A&E came to service it. (Finally got an appointment) Replaced the part and 1 month later it was the same thing. This time no one could get the part because they were "so in demand". It had to come from London. I called Sears and they were no help. All Sears said was we should have taken out the extended warranty. A&E could care less. Finally Whirlpool replaced the washer. After being over 1 month without a washer and having to go to the laundromat. Now my dryer is brought. I called Whirlpool and they set up an appointment with , who else, A&E. I had to take off of work to be here. They were suppose to come between 8 and 5. THEY NEVER SHOWED UP! I called and called and they said they couldn't see where the technician was. I called again and they transfered me to the routing dept. Guess what... They were closed. I would like to know if A&E is going to send me a check for my missed day at work, for no reason.

If someone tells you A&E is coming to service your appliance, don't believe them. They are a horrible company and should not be factory reps.

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Fed Up in LA
, US
Aug 01, 2016 5:29 am EDT

A&E was sent to repair our Samsung washer under extended warranty for a "DC" code--machine off balance. The technician ordered repair parts--had to wait almost 2 weeks for them to come again to install them. They installed them 2 days ago and the problem continued. Called again and they referred us to a Sears Technical Specialist (apparently Sears owns A&E ?). He said we needed a new control board but he couldn't order it until the technical called us back (he never did) or closed out the order. Told us to call back the next morning. We called back, the Sears Technical Specialist ordered the part and scheduled the repair service for today 10 am - noon. Nobody showed. Called A&E and the customer service rep, who barely speaks English, said the appointment was made incorrectly and cancelled. WHAT ?! She wouldn't let me speak to a supervisor and told me I had to call back my extended warranty company. START OVER essentially. A&E messed it up twice and yet A&E is now scheduled to come back for a third time ! I used to love A&E Appliance Repair. Now I'm just sick to death of them. Wasting my time...

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Tom4261
Staples, US
Jul 18, 2016 7:27 am EDT

I took a job with A&E service. I had very little experience working on appliances, But was told I would be trained. The training was a joke. All I was trained to do was take a guess at what part is bad, order it and leave. When the part gets there, Install it and leave and hope it works.After 2 weeks of this, I resigned. This is not how you treat people and if thats all they allow you to do, I want no part of it.

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tmarsh25
Keyport, US
Jun 21, 2016 4:33 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I had an appointment with A&E for thursday between 1pm and 5pm. Took a half day of work to be home for them to not show up or call. Made a phone call at 5 to find out what was going on, the service rep said she would contact the tech and have him call us but that he was held up at one of his jobs.
6:30p we got a phone call from the cust.service rep to tell us the tech didn't have time for us today and we would need to reschedule for the following thurs. After complaining that we would not wait another week, since it was no fault of our own, we were advised the earliest they could get reschedule for was Tues.
Asked for a manager and was told they were all gone for the day but someone would call us first thing in the morning the next day.
In the meantime, we called the company our warranty was with to voice our complaint. The rep there called A&E and he was told that they would try to have someone out the next day..nobody came..(another half day of work). ..and needlesss to say, the manager never called us from A&E.
Had my appointment today (Tues.) between 1pm and 5pm.(another 1/2 day of work).the tech showed up at 5:30. Although the tech was very professional and nice enough, the customer relation department with A&E is awful.

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Abex sue
Lorton, US
Jun 03, 2016 8:27 am EDT

We have a service agreement with Sears .I feel that they did not honor it. Today I was kept on phone for hours by Sears technical service people who have no inkling of what service means. My call became disconnected three times and noone attempted to call me back. The freezer on my fridge was serviced two days ago. Mike, the Repairman from A&E Factory Service spent half hour in my house and one and half hour in his truck eating and on the phone. Upon leaving he said he probably will have to come back again and to call him on his cell.The service charges were $228.00, but we were coerced into buying a service agreement for $250.00.The fridge and freezer is not working now and Sears cannot come back until July 13 for repair. Mike doesnt return my calls left on his answering machine. This fridge is in a beach rental property and I need repair done ASAP. I have been forced to buy a new fridge from Lowes and I am out $250.00., but intend to dispute all charges with sears and A&E.

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Agustin Martinez, Jr
,
Jun 03, 2016 8:07 am EDT

Our washing machine has been down for almost three weeks now. Approx. two weeks ago we called A&E Factory Service and they sent a technician to check the washer. He looked over the machine and left telling us that he would order parts and that they should be here next week. Since they only come to our town twice a week he could possibly fix it next week. Well no parts arrived in time for him to fix it next week. So we called their toll free number only to be informed that more parts were ordered than the technician told us and they were on back order an additional three would be required to get those parts. I filed a complaint and was told that customer service would be in touch with me in 24 hours. That time has expired with no one returning my call.

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Jen
,
Nov 03, 2008 8:39 pm EST

Never use A&E Factory Service. I called them on Aug. 25 to repair my refrigerator. They came out and said that I would need a new compressor. On Aug. 29 they put in the new compressor. The repairman dripped solder on my laminate floor and burned holes in it! After the repairman left, I noticed the burnt marks, I called the company on Aug. 29 and they said to call the next day. I did so and put a claim in. They said that I would recieve a call in 48 hours from their property damage department. No call received. I then called on Sept. 3, 4 and 5. Still no return call after me leaving many messages. Finally spoke with a manager who made an appointment for someone (unfortunately the same repairman who made the damage) to come out and take photos. The appointment was on Sept. 10. No one showed up. Received a call an hour after the end appointment time. The repairman wanted to come over and I said no. Made another appointment for Sept. 15. During this time, the refrigerator wasn't working correctly. So on Sept. 15, the repairman took photos and tried to repair the frig a second time. Frig still didn't work correctly. Same (ugh) repairman came over again, on another day, after his appointment time again. Finally repaired the frig. What happened with the repair of the floor? Nothing. I called on Nov. 3 asking what happened with the claim. They said that no claim was filed. I was put on hold again for 15 to 20 minutes and then lost the call. Tried calling two more times and put on hold for 5 to 15 minutes each time.

NEVER, NEVER use this company! You wil hate their bad service!

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cheryl Andrews
Avon, US
Jul 30, 2011 5:25 am EDT

My Whirlpool washing machine quit working. When I scheduled an appointment, the guy was several hours late, but I understood that previous appts had lasted longer than expected. We TOLD the guy that we had seen a repair code on the electronic diplay, . and told him what the code was - a bad solenoid. However, he diagnosed a faulty water pump, which he, of course, didn't have on his truck. So, 4 days later, another guy showed up. He was grumpy, replaced the pump, but implied that he didn't think that was really the problem. When he left he wished us, "Good luck." Two weeks later, we had the original problem with the machine -- no power. I will be calling them in the a.m. and I will not pay any additional service charge, since we don't know if the pump was really faulty or if the first guy was just incompetent. Of course, the second guy who wished us good luck, was also an idiot. I suspect I will be making a call to my state's consumer complaint division in the state Attorney General's office. Whirlpool needs another "factory authorized repair" choice in my area.

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Josh C
, US
Aug 28, 2009 11:26 am EDT
Verified customer This comment was posted by a verified customer. Learn more

A & E (affiliated with Sears) is the worst company I have ever dealt with. My TV broke and I called my warranty company, who then put me in touch with A & E. I had to wait a week for my first appointment because they "only come to my area once a week" and they only "schedule between 8-5pm". I waited all day and at 4:30pm, I call to find out where the tech is. He is at an appt. and has two more before me. I was asked if he could come late and I agreed. At 9pm, I got a call saying he was not coming (duh, I figured that out by this time) and I would need to be rescheduled. A&E told me they could have someone else come out the next day, so I agreed. Well, the next day, I was told that I would have to wait until another appt. day (another week away). Frustrated, I agreed. The tech. came out at 4:30pm and left around 6pm. He also ordered 2 parts and said he would be back the next week to fix our TV. Well, one part came to my house three days later. The other part came six days later. I called to let them know that I had both parts and I was put back on the schedule. I was dropped from the schedule and put on for the next week. It has been a week since then, and I am still waiting for someone to come and fix my TV.

The company tells you they understand and are sorry for the inconvenience, but they offer nothing to help you. I was told that they would send me a Sears gift card for $50 for my trouble and inconvenience. That was almost a month ago and I still have not received anything. Although, they told me it was processed and I should have it "any day now". I doubt I will ever see it. You are completely at their mercy and the some of the reps. are nice and others completely rude. It is like talking to a brick wall and you can never get to a supervisor without having someone call you back within 24-48 hours. What a joke! Needless to say, I have filed a complaint with my warranty company, who is trying to set me up with a different service provider, spoke my piece here, and will follow-up with a complaint to my state attorney general for poor business practices.

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fraley7
Centennial, US
Dec 30, 2010 4:48 am EST

I bought a washer and dryer from Lowes and purchased a warranty. When my washer broke I called to schedule service. I had to wait 3 days for an appointment and they gave me 3-4 hour window to wait for the repair man. I took off work to wait and when 5:00 o'clock came around and no repair man I called to see where he was. A&E stated they tried to call me but couldnt leave a message that they had to reschedule. They did not call, they had both of my numbers and no call. I have a cell phone and a home phone, neither rang and no messages. When I asked when they could get me in they said 7 days from today. That is crap, I got bumped and now I have to go to the end of the line? My husband asked to speak with the Manager's supervisor and he said that he could not transfer him and that he was the end of the line. What they didnt tell me was that if they cant get it fixed in 7 days they have to give you a credit for a new washer. I found this out after driving to Lowes and speaking to a very helpful manager. I called the warraty company back and asked about the 7 day rule and they said yes we can get you a new washer. That would have been nice to know when I was on the phone with 3 people from there and no one would tell me this was an option.

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Lynn Plata
,
Nov 12, 2008 12:59 pm EST

A&E Factory Service told me it would cost a flat $75 to find the problem with my dryer (which turned out to be a loose electrical cord connection) . Instead I was charged $141.24. The additional $66.24 was for a "client report". No repair was done, the electrical cord was not fixed, yet my repeated requests for a refund these past 6 weeks have been denied. The company is perpetrating a fraud, and it appears their standard practise is to assume people with complaints will eventually just go away.

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chestnut916
Elk Grove, US
Jun 29, 2010 1:01 am EDT
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Don't EVER use this company. They flooded our kitchen, dining room and hallway. Our Maytag dishwasher was recalled. A & E came out to replace the faulty heating element. The first tech cussed up a storm and left a huge mess, as he left he said "I made a little leak in your water line, someone will be out to fix it today." Waited 2 hours, called A & E, they said that the service order was closed and no one could come out that day. I threatened to have them pay for an emergency plumber to come out and fix the problem, they sent someone out that very day. The second tech came out and "fixed" the leak. After he left, the dishwasher door wouldn't open and the dishwasher had on water. We called again, waited on hold for HALF AN HOUR. Third tech came out and said that there was a screw missing on our dishwasher door and he fixed the door, the water was never turned back on, so he turned the water back on. Asked him if we could run our dishwasher now, his response "Do whatever you want." Well, after a Father's Day away from home, we came home to a flooded kitchen. Our wood floor was totally ruined and warped beyond repair. The FOURTH tech came out and fixed the water valve. Apparently the water had been leaking continuously since the third tech turned it back on, OVER 48 hours! The fourth tech took pictures and admitted that it was their fault. We were told that in two business days someone would be contacting us regarding insurance replacing our floor. We had to call them, and the guy on the phone said that he was waiting for US to call.

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Tracy Hanson
,
Jan 02, 2007 12:00 am EST

These guys are simply terrible. So many issues and it's been over four months and the dishwasher is still not repaired. It's a KitchenAid dishwasher yet KitchenAid has been more than helpful.

The pump went out most likely due to some piece of glass or broken plate making it's way into the pump. That may be a poor design but A&E says 'customer abuse' and not covered by warranty. I paid for service and part, then KitchenAid says they would honor the warrantee and gave me an authorization number. A&E has been nothing but a runaround, first saying one thing, then adding conditions, then finally changing their story and not honoring KitchenAid's own authorization.

Took three trips for pump repair, then the display panel went out. They ordered the wrong part and another four trips for that. They called four times in one day for the same issue.

A flat F for service. Out of five different repair persons, two I would say knew their stuff and apologized for the company, the other three were straight arrogant jerks.

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dlsw
Kyle, US
Mar 22, 2011 1:39 am EDT
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My husband and I work and we had scheduled an apt with A & E for 3/21/11 (Monday) to install the parts we bought from them. We paid up front for parts and labor. It took almost two weeks for them to get our parts to us and they could not come out when we got them. We had to wait five days for this apt from the time we got the parts. Our scheduled time was 8am to 12 pm on Monday 3/21/11. I had my father drove 35 miles one way in the morning to wait for the repair guy to show up. At 11:40am I called to ask when they were going to show up and I was told that they would have a tech call me back on what time they would be there. Five min later my husband got a voice mail stating they could not come out. My husband called them and said this was unaccepetable and they would not send anyone out to finish fixing our dryer until Friday. I called about our apt and asked if we could be the first apt and she was not nice and said "I can't guarantee that". I asked about a discount and she told me to return my parts and then I would get a discount. This company does not care about their customers. They DO NOT care about the mistakes they make. I hope people stop and think about going with a better company. I have now learned to pay a little extra cash for good service. I have not had a Dryer in over three weeks and A & E is now making that even longer.

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Alexander
, US
Jul 30, 2009 3:47 pm EDT

I purchased a whirlpool refrigerator or July 4, 2008. The ice maker did not work properly. I called customer service at whirlpool and the sent me to A&E factory service. This company is completely inept. I have not waited home 6 different days from 8 am to 5 pm, and they have still now been about to fix the problem. Between wrong parts, no show appointments, and basic lack of knowledge and communication, this simple problems is STILL not fixed. The customer service at both A&E Factory service and Whirlpool basically just don't about the consumer or their time or money. The customer service manager at A&E, Tonya, is completely useless at her job. I have never before dealt with such poor customer service. DON'T SHOP WHIRLPOOL OR USE A&E FACTORY SERVICE. YOU WILL BE SORRY IF YOU DO.

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Brian
New Lenox, US
May 18, 2009 2:20 pm EDT

I bought a Maytag Gemini range/oventop. The oven door shattered while we were cooking. Tempered glass flew all over our kitchen endangering our two young children.

I am sitting at my house for the second day that is now wasted due to the incompetence of your company. On May 11th, we were supposed to have a service call between 8am-12pm. THE A&E TECHNICIAN ARRIVED 2.5 HOURS LATE.

Maytag told us that the technician would be able to tell us why our oven door shattered. THE A&E TECHNICIAN COULD NOT GIVE US A REASON.

Today, May 18th, we were told by your company that we would be visited by the A&E technician between 8am-12pm. In fact, the A&E technician told us last week that, "we would be first on the list."
At 12:15, I called and was hung up on. I called again, I was told, "...the A&E technician had a family emergency." I WAS NEVER TOLD BY A&E OF THE SITUATION.

After arguing with an inept supervisor who lacks listening skills, he relayed to me that, "the technician is on his way." When asked for a time frame, he told me, "I'm not able to give you a time frame." AGAIN, A&E CAUSED ME TO LOSE MONEY BY STAYING HOME FROM WORK IN THE WORST ECONOMY SINCE THE GREAT DEPRESSION.

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H coffman
,
Nov 27, 2007 12:00 am EST

I called the Maytag 800 number for service. I was referred to A&E Factory Service. Even in New York City, it takes days to find an appointment. On the designated day, no one came and no one called. I called and I was told there was an emergency. Another appointment was scheduled (the next opening) - ten days later. Again, no one came and no one called. I called and was told they rescheduled my appointment in ten days without informing me. This is an example of a company that doesn't have its act together and doesn't care about customers.