A&E Factory Service
reviews and complaints

I am currently experiencing the scheduling nightmare. I have been re-scheduled 2 days in a row now, and this 2nd rescheduling has pushed back my service an entire week. It is very frustrating to be dealing with a company that has such a bad track-record, and to not really have any choice in the matter. This experience will prevent me from purchasing a Whirlpool appliance in the future.

LOL at cupcake! You're not a very smart person are you. It is NOT illegal to record any phone conversation! And also, any person like yourself to defend the WORST service company on the globe (A&E) should have their HEAD EXAMINED! IDIOT!

More power to you Original Poster! Hey, Cupcake #2, maybe he or she lives in a bad neighborhood and wouldn't want anyone going into their house. Maybe they just moved there and don't know anyone. Maybe he or she needed to WORK a full week in this economy so he or she could put food on their family's table!

And, no, it isn't illegal to record phone conversations. If it was, there'd be a whole lot more people in jail considering all the recorded phone conversations you hear on the news! You can't use recorded phone conversation in court, but you can certainly make them without breaking the law! Just Google for the Verizon .002 cent and .002 dollar phone blog (hillarious, on a side note). I find it amusingthat you think it's illegal when almost all new cell phones come with that functionality... think before you comment Cupcake. Maybe we should all sue our telecoms...

When I bought appliances I had A & E come out and they gave me the run around (or tried to) but I had read all of the experiences on this board and was ready. I wrote everything down and thankfully I was prepared.

Bottom line, when the company says they're going to do something, the onus is on them to do it.

First off, It is ILLEGAL to record a phone conversation without permission. You are fortunate that you did not get arrested or sued. Secondly, your impatience to wait for service or your inability to be home during regular business hours more than likely fostered the "repair it yourself "option. I guess you don't know or trust ANYONE that could come over to let the technician in so you wouldn't miss any work? Thirdly, your washer was ultimately repaired correctly by A&E. Sounds like someone is harboring anger issues.

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.

My washing machine stopped working. I called the number on the washing machine and was told I was scheduled the very next Friday for a service appointment. No one showed up on Friday and after repeated calls where I was assured a technician would be coming someone finally told me that a mistake was made and not technician was really scheduled. The next available appointment was to be the following Friday (I was not given any special consideration even though it was their scheduling issue). A technician did arrive the following Friday and I was told the problem would require a part and that it was under warranty, however, the service call would still cost $221 - I was to pay $100 now and they would return the following Friday with the part and do the repair and I would owe the balance. On the following Friday I was told the technician would not be able to come and that I would need to be rescheduled - the next available appointment was the following Wednesday (again no consideration for their cancellation). On Wednesday the technician called at 2PM to tell me he was on his way - he never showed. I called several times only to learn at 6:30 PM that the technician logged my call saying that I was not home (meanwhile I had spoken to him at 2PM!). I was told I would receive a call the next day to reschedule - yes the next available appointment with no special consideration. It is now 4 weeks later and my washing machine is still not fixed and I am out $100.

We called for warranty repair service on April 21, for our new Whirlpool Duet front loading washer, by calling the Whirlpool Customer Service number. It was apparently answered by A&E's call center; an appointment was scheduled for April 26th. When the technician arrived, he determined that an electronic component had failed, a part needed to be ordered, the part would be shipped to the house, and that we would need to call back A&E when it arrived, to schedule a new appointment. In a few days the part arrived, and we called A&E. An appointment was given to us for Saturday, May 5th, from 8 AM to 5 PM.

On Saturday, around 3:00 PM, we started to get a little anxious, especially since we had pre-paid $50 event tickets for later in the evening. We called A&E and were informed that the serviceman was coming later in the afternoon (since it was already "later" in the afternoon, we found the comment less than reassuring). Just after 5 PM, we called again; we were informed that the serviceman was still on another appointment, but he was coming. When asked why nobody had called to let us know, A&E couldn't give an answer, but did offer to have the serviceman call to let me know when he would arrive. When we inquired about a reschedule, we were told it could be moved to Monday, May 14th (9 days hence!) - So we elected to keep Saturday's appointment.

Around 7:00 PM (already missing our evening event) we got a call from the serviceman. He stated he was still on another service call in a town about 20 minutes from here, and although he couldn't tell me when he would arrive, he stated he was still coming, and would call me before he left that location.

Around 9:15 PM, after no call or no appearance by the serviceman, we called A&E again, were told the serviceman had "gone home for the day", and that it was our responsibility to call A&E on Monday to reschedule an appointment. When we asked to speak to a Manager or Supervisor, we were put on hold for approximately 20 minutes and eventually, after some very annoying static-laced music, we gave up.

Given what we've subsequently read about A&E, we fear this could be the beginning of a long story, but we'll try to hang in. Whirlpool is not doing itself any favors by contracting service out to such a dysfunctional and poorly run organization as A&E Factory Service.

Do never, ever call this company to fix any appliance. They don't make it to the appointments, after waiting from 8am to 5pm they want to reschedule for 3 weeks later, and when they make it to your home, they only want to give you an estimate , order any parts, collect the $80 and leave. (they're only suppose to be in your house for 20 minutes - he said).

If the appliance is heavy, they can't move it (always one person). They're only repair technicians not installers so their capabilities are super limited. Of course they're nobility... The attitude is incredible! The prices unacceptably expensive. Minor problem $140 + $80 for the trip . And there's alway a second visit to install the part... What a rip off!

After many years of dealing with this people I've had enough and i just hope someone can read this before calling them so they don't have to feel this rage and disappointment.

I had an appt w/ this company thru Maytag to come and fix my washing machine. My appt was scheduled between 8-12. I left the house for less than 10 minutes to put my daughter on the bus, when I came back I had a message saying they wanted to make sure someone would be home and to call them back. I called back approx. 5 minutes after they called and after being disconnected, I was told that the service man was in route to another call and would not be able to come. I was understandably upset and called back to speak to a supervisor, I gave all the information and was told someone would call me back. I have yet to get a call back from anyone. I would never use this company for anything.

The ice maker on my Maytag side-by-side refrigerator stopped working. I contacted A&E through the Maytag web site and was able to make an appointment for the next day. The repairman arrived timely and replaced the ice maker in the refrigerator - and left within 30 minutes. This seemed to solve the problem. However, I was charged $173 for the ice maker and $174 for labor - for a grand total, including sales tax, of $358!

After he left I checked the model number of the ice maker on Amazon.com and saw it available from a number of suppliers for $50 - less than a third of what they charged me!

In addition, charging me an installation fee of $174 for a 10 minute installation seems outrageous.

I asked if there was a seniors discount or a veterans discount - none available. I called their customer service number and complained about the pricing - but received no satisfaction.

I would recommend looking for a different repair service if you're ever have a problem with an appliance.

Arrrgh...where do I begin? My GE Profile refrigerator has been troublesome from the start. It's five years old. It has caused me an insurance claim due to water damage and has broken down four times in five years. A&E has been called out the last two times. The first time I had to wait four and five days for the appointment. I explained that the Refrig/Freezer was running very warm. I asked what I could do and they said let the freezer warm up and the problem would be temporarily fixed. This would save my food and they would come out in four days. This worked. The technician actually showed up during the AM window. I wasn't home and when he called I had to explain that I was scheduled for the PM window. He said he would come back. When he got here he could find nothing wrong. I explained what I did based on the technician's recommendation and he said there was nothing he could do because it was working fine. I tried to explain that it was TEMPORARILY working fine because a technician told me how to temporarily fix it so that my food would not spoil. He acted like I was not telling the truth, charged me the obligatory $130.00 and told me that I should keep a log and if it happened again I should call them. When I explained to the technician that it was frustrating not to have it fixed because they only come on one day of the week he basically told me that I was full of it he is out here every day.

Well? Gee. It happened again. I called to get an appointment. and was told it would be another five days BECAUSE THEY ONLY COME OUT ONE &%*#&^ DAY OF THE WEEK! I realize that you cannot get angry at the messenger so I politely asked to speak to a supervisor and sat listening to music for over 15 minutes before out of total frustration I hung up. I called back, thinking that I must have been forgotten, and politely asked to speak to a supervisor and sat listening to music for over 15 minutes before I hung up. Now I'm pissed. I put my food outside last night because it is colder outside than my refrigerator which is currently running at 54, the freezer running at 12 and filling with water. I am at a total loss on how to handle this issue.

A&E should take the word Service out of their company name because, in my opinion, they do NOT provide it.

If I was not forced to use them I would not. They do not deserve my business.

A&E came to our home 3/6/07 to give us an estimate on fixing our ice maker. We ordered 2 parts one of which was a new water filter for $118. When we found out we could purchase the same filter at Best Buy for $40. we returned it and were given a receipt that said we would receive a credit on our next credit card bill.

Needless to say we did not get the credit and no one knows anything about it.

I have tried 4 times to speak with a supervisor. Each time I was put on hold for over a half hour and had to listen to the same recording over and over. I finally had to hang up each time.

I am now trying to work something out with my credit card company and if not I will take it to small claims court.

A&e factory service is the the worst i have dealt with. Didn't fix my dryer right the first time, plus they were late. Didn't show up to second appointment at all. When i called they said they were really busy and had me down for a different day. I can't get into how horrible they are or my head will explode. Just save yourself a hassle and don't use them. Please i beg you for your sanity just don't even make an attempt with this company, they will screw you and not even care. Just look at the other complaints on here, way to many for this company to be any good. Horrible

I wish I have read all these complaints before I made appointment with this worst company in the applicance repair industry. I just wonder why Whirpool still use them. They are really terrible. In this economy, the bad ones should be the first to be eliminated!

My mircowave made exceptional loud noise so I scheduled an appointment with A&E. The only reason I choose them at the beginning was I can make appointment on whirpool web site and many of the time slots available is from A&E.

It has been over a month and the A&E technician came 3 times and still nothing is done! They keep making up different excuse every time they come to avoid doing the job. I am sure they got money from Whirpool by doing nothing. Isnt it a real strategy to keep customers pending and keep making request with them so they can get more money?! Terrible!

The Technician called Ian. The first time he came, he said that the transformer has to be changed and he did not have the part. I have to order it. So I waited 2 weeks for the transformer to arrive and then made the 2nd appointment with Ian.

The 2nd time he came, he said that he has problem taking the microwave/oven combo out. He said they are supposed to be just slide out itself after unscrew them. But that my appliances were "stucked " into my cabinet cannot take out. So he said I have to call my builder (I have a new house and all the appliances are only 2 months old) to take it out. I called my builder site manager in front of him. The builder was shocked about what he heard and he said that he has been in the construction industry over 20 years and never heard about what described above. So I passed the phone to Ian to talk to the builder direct. What I heard was Ian kept yelling at the builder and asked the builder not to teach him how to take out the combo, he claimed he knows how to do it. He insisted that the builder has to come take it out for him. Ian said that he has to go and cannot wait for the builder to come. I insisted he leave a name card for me so I can contact him when the builder come. He gave me the name card and asked me to call him after the builder take the combo out.

The builder and their electrician came and easily took the combo out without any issue. So, I immedaitely called Ian on his cell phone, but he never pick up the phone call. I left messages but he never call back. So, I eventually asked the on-site manager of the builder to put the combo back so that I can use it before I can make the appointment with A&E on-line again. I cannot leave it out and not using them forever to wait for them. I did not know when they can come and Ian never called back after 2 days. When the builder put the combo back, he tried one more time to take them out again to see whether it is smooth. Again, no problem, very easy to them. They just asked me to ask Ian to lift it up a bit and push it out.

I made the appointment on-line again for the 3rd time. Ian came again this morning. He was angry to see the combo wasnt "out" waiting for him. he just unscrew the appliances, touch the oven door and then said "No". I cant take it out! I said "What? You did not even try" He just put his hand on the oven door and did not even do anything to try take the applances out. I told him to lift it up and push it like the builder told me. They did that with no problem. Ian said "No". I am not going to do it. You should ask them to take it out for me! I have never seen such a non-sense "technician". He is worst than anyone I have ever seen. No rsponsibility. Full of bull sheet and avoid doing the job. At the end, he just left without even putting the screws back into the applicances. He claimed that he has other job to do. They have productivity report about how much time he spent on every home.

I was speechless! I was so mad about what I experienced! Totally waste of time and just crazy! These people just cheat money and time from other people. All these rubbish should be fired immediately and the company should closed if they are out there to cheat people!

btw, I called a&e customer service to complain. The customer service woman on the phone was rude. She kept me on hold for a long time and then said she talked to the technician. She said the technician is right by not taking the appliances out to prevent breaking my cabinet. Great, she is the judge? Everything they are right? I insist talking to the manager, she said she cannot transfer the line to the manager, but will ask the manager to call me back. Of course, never call back! When I asked the CS woman more questions on the phone about how they deal with complain, she cut my line! I can believe that this company has a company culture that all the people works there has the same attitude - Rude and non-sense!

I called Whirpool customer service, they filed the complaint but the girl said that even she is not sure how whirpool is going to deal with complaint. Based on a&e's practices and all these complaint I have read about them, Whirpool should have received a lot of complaint about them. I am still wondering why Whirpool still using this company. This is bad for customers!

I had the pleasure of working with this amazing repair service over the last week or so. (sarcasm)

1. I called Kitchenaid for an appointment, and they set one up for me with A&E. I provided two phone numbers because my cell phone does not always work in my office. A&E only called my cell phone, not my office line, so they marked me as "not home" even after I confirmed with Kitchenaid that they provided the repair tech with BOTH numbers.

2. Second try. They rescheduled me for 4 days later, between 8 and 12. I stayed home from work so I knew I couldn't miss the call. At 9:30, I called and asked if they had an ETA and the rep said they will call before noon. 11:30, no call, I called the same 800 number again and they had NO RECORD of my appointment. Very agitated at this point. Rescheduled for the following Monday.

3. Third time's a charm? I called A&E in the morning to confirm my appointment between 1 and 5. The rep said I would get a call from the service tech on my work line. I got the call, and he said he would be at my place within an hour but might hit traffic so he would call when he is closer to my neighborhood (told him to call when he's 15 mins away to give me time to get home). Got a call from him saying he was 5 minutes away, rushed home and got there within 10 minutes. My doorman said no one showed up yet. At that moment, got a voicemail from A&E saying the technician left because I was not home. ? Then, I saw the A&E truck driving away, tried chasing it down the street but they didn't see me. Immediately called A&E and told them to send him back. They said he left because he could not find parking, and asked for me to PAY for garage parking. After I just saw him drive by at least 2 open parking spots. I said fine, I will pay, just send him back. Waited outside for 15 minutes, he didn't come back. Called back, and they said that he marked me as "not home" and I'd have to reschedule. Screamed at them quite a bit, filed a complaint (yeah, lets see where THAT gets me) and called a local repair person.

SO happy I am paying for my oven repair out of my own pocket rather than through the warranty. I will be posting my complaint on any site I can, and filing a complaint through the Better Business Bureau.

If you are using MAYTAG, you don't have to use them. Call their warentee department back, complain about them and request someone else to service your appliances. I did and got a local independant guy who is under contract with MAYTAG instead. They've been calling every day since, multiple times a day so i'm calling back now to light someones [censor] on fire. I'm sick of this.

I usually don't do this, but I'll join in. These people have the market on Whirlpool appliances. So, you're at their mercy if your appliances are still under warranty. I'm waiting right now for service, and I know it will be at the end of the day. First of all...they give you a 8-5 timeframe. Most respectable companies give you a two hour timeframe, or a morning or afternoon timeframe. Not these folks. So, I want to walk into my Doctors office to get a refill on my meds right? I call the dispatcher and ask if there is anyway the tech can call me and let me know a general idea on when he will be here. NOT POSSIBLE. Cannot do this. DO YOU REALLY THINK THESE PEOPLE ARE TRYING TO KEEP YOU AS A CUSTOMER AFTER THE WARRANTY IS UP? HELL NO, THEY DON'T CARE. They have the warranty thing tied up, and their business ethic is completely unprofessional.

I WOULD NEVER USE THESE FOLKS AFTER MY WARRANTY IS UP. NEVER, EVER, EVER. THIS IS THE MOST UNPROFESSIONAL BUSINESS I HAVE EVER HAD TO DEAL WITH, AND DON'T TAKE IT FROM ME...LOOK AT ALL THE BAD STUFF ON THE WEB. TOO MUCH TO READ. DON'T YOU THINK THEY WOULD SEE THIS AND WANT TO CLEAN UP THEIR ACT? APPARENTLY NOT. I WONDER HOW THE EMPLOYEES FEEL? WORKING FOR A COMPANY LIKE THIS? NO KIND OF PRIDE ABOUT THE COMPANY YOU WORK FOR, AND I'M SURE THEIR TURN OVER IS PRETTY INTENSE. GOOD LUCK AND I SUGGEST YOU CALL YOUR LOCAL MOM AND POP APPLIANCE COMPANY. THEY HAVE BEEN IN BUSINESS FOR A LONG TIMIE...FOR A REASON.

Just purchased new Maytag washing machine from SEARS Service Center (A&E).
Will never purchase anything from Sears again. Turned it on and water went
outside laundry room and all over wood floorl Tub was cracked. This A&E bunch could care less
about the consumer. Called Sears National Consumer line - was passed on five times
before I gave up. Absolutely outrageous. So sad that a great American company
like Sears has given up on standing behind the consumer.

I will definitely join you to put this TERRIBLE COMPANY DOWN. joyvalles76@comcast.net

NEVER CALL or USE A&E. We will soon distribute a preliminary paperwork to file a lawsuit against A&E. We urge you all to join us put this company down. The lawsuit will cover compensation for the wasted time waiting for the tech as well as the pain and suffering including any damages.

Zach

This company is fraudulent in it's business practices. It has put into practice a loop which denies any attempt to escalate a problem. It continually transfers an individual from department to department. After talking with repair scheduling, then parts, then escalation they refused to handle issue and transferred me to service. I am currently on day 14 of this issue and have been on hold and speaking with different departments for 62 minutes. No one is taking responsibility and everyone is finger pointing.

I called in for service to my dryer on 3/14/2017 & got an appointment for Tuesday 21st bet. 1:00 & 5:00pm. It was a total waste of a day off. I called a little after 1:00pm on 3/21 to confirm my appointment. The representative from A & E assured that someone will be there between the appointed hours. No one called and no one showed. I contacted A & E a little after 5:00 and was informed the appointment was cancelled. I was very upset and requested to speak to a supervisor. I was given a new appointment for 3/24 bet 1:00 & 5:00pm. I was contacted by the A & E service tech about 1:15pm for conformation. He informed me It was a cash call. I informed him the appliance is under waranty. I informed him that I will contact my warranty company and have everything in order by the time he gets here. he replied ok. I contacted A & E to clear up the matter and was informed my appointment which is scheduled 3/24(today) was cancelled. I was very upset. Now I've wasted two days. I requested to speak to a supervisor. After explaining the situation I was given an appointment for 3/25(friday) bet. 8:00 & 12:00. I contacted my warranty company (Lowe's) and was given an appiontment for 3/29 from 1:00-5:00pm.I informed them that I already have an appointment for 3/25. They informed that it should not be a problem and they make a note to the account. The service appointment was submitted & they told me to contact A & E after an hour and conform that everything's ok. About an hour and fifteen minutes later I contacted A & E. Only to find out that they again cancelled my appointment.

Now I'm very upset. I requested to speak to a supervisor. I was told none was available. the A & E Rep. took my # and said a supervisor would call me back. More than 45 minutes went by and no call. I took the liberty of placing that call myself. I explained my situation to the supervisor(Mark) from the beginnin, however, my problem fell on deaf ears. I'm a Radiographer by profession and also work in a service related field. Unprofessional behavior such as this does not belong in any customer service field. Is this how your company makes its money. I was always under the impression that the customer comes FIRST. As it stands I would NEVER recommend A & E to anyone.

These people make cable installers look good! I have scheduled service for my washer/dryer twice, for which I had to be home from (time off from work) in four hour blocks. The first time he was a no-show. The second time, he showed up 30 minutes late, called to be let in the gate and was gone by the time I got there.

I was expected to wait nine hours, but his waiting 2 minutes to be let in was out of the question. He refused to be dispatched back to the job. The customer service supervisor's only response was basically - yes, we offer terrible service, what do you want me to do about it?

I used A&E Factory Service once before when the spin cycle on this same w/d unit wasn't working intermittently. They were basically paid to tell me that I was overloading my machine and that nothing was wrong. Though this wasn't the case, the problem solved itself - the intermittent problem ceased and I didn't have to argue with them.

Unit has not worked since I bought and Hair insists you cannot take the unit anywhere and you have to have their service people come and fix it. When it was close to 5 pm and got the phone number to call, they claimed they called three hours ago to reschedule an appointment I had made two weeks ago. The next available Saturday appointment is a full month later, so I have 4 more hot weeks to live with. They were completely unresponsive and irresponsible, giving me only the Texas guy Alvin Lewis as a contact person, no phone number, no email. Then, I was unable to reach Haier to complain.

My feeling is that since the unit is under warranty, they will provide the worse possible service, which is essentially no service at all, until I just give up and throw the unit into the trash.

I would never call 'a & e factory service' guys again for any of my services.
They literally cheat. Our 4 year old ge microwave over was not heating.
I called the ge and found our the mag was gone.
Ge also said eventhough we haven't have the extended warranty for our microwave the parts are covered by the warranty but not the service charges.
We called 'a & e factory service' thru' ge since we don't have any other authorized service dealers available in our area.
These guy came in and checked our microwave and gave me a list of things that we have to change for $617.00 (When I asked for a copy of his quote he wasn't willing to giving it to me)
He also said the parts are not covered by the warranty and the "ge people who takes over the phone don't know anything".
He also suggested that it is not wise to spend that much on the microwave since we can get a new one for $200
Then he asked $65.00 for his labour & service (Not willing to give a bill) saying customer refuced to take the quote for changing magnatron $192.00.
I don't know how come he can show me a quote for $617.00 and mentioned only $192.00?
What you call this other than cheating?!

His appointment time was 8.00 am till 12.00. He came in at 7.40am when we were not ready for him. I was in the middle of giving my baby a bath. I had to manage this guy with my screaming baby.

How can I call or suggest these service people to anyone?

This company has my number for their customer, although I am not nor have ever been their customer. They have called me at least 25 times in the last 2 or 3 weeks to "schedule service". I have called to ask them to take my number off their list, and I have answered the phone when they called and told them they have the wrong number and to take my number off that customer's paperwork. They call as early as 8:15 am on Saturday mornings, waking me up. Today, I received a call from them at 9:53 and I told them again to take my number off the paperwork then another employee called me at 10:01, 8 minutes later, to "schedule service".

I feel like the earlier reviewer, somewhat relieved to see I am in good company dealing with these people.
In November (7 months ago) we bought a Kitchen Aid dishwasher. About 2 months ago, we went to use it and found no power to the unit. It came back on the next day but a week or so later, went out again. We called Kitchen Aid who arranged for A & E to come out to assess the problem. Their technical rep came out and was nice enough when he was out here. He said the control panel was bad. He ordered the part and left. Shortly after he left, I opened the dishwasher and a bolt fell on the floor. I also couldn't close the door. We called A & E who sent the rep back the next day. The rubber skirt at the bottom of the dishwasher was not reinstalled correctly. He tried to tuck it back in though it still was not closing as well as it had before he touched it. He started getting testy and told us it was now correct. A week or so later, the part arrived and we called A & E and they arranged for the rep to come out and install the panel. When he arrived, he opened the box only to find that it contained a refrigerator ice tray. He got on the phone with A & E and was told the control panel was on back order and it would be several weeks before it could be even shipped out. We were upset about the further delay so my husband got on the phone with A &E to see if anything could be done to expedite the problem such as shipping out the part overnight once it was available. No. They could do nothing more. He got the name and operator number of the person at A & E who was less than helpful. Weeks go by and no part so we called Kitchen Aid (instead of A & E) to find out where the part was. We were told there was no control panel on order and in fact, notes indicated that when the A & E rep arrived to install the part, he was refused entrance to the house! My husband explained that that was not the case. Why would we refuse entrance to a repairman when we needed our dishwasher repaired? He gave the Kitchen Aid rep all the info on the ice tray, the reorder/back order, faulty reinstallation of the rubber skirting, etc. and even gave the name and operator number of the A & E office person he spoke with. The Kitchen Aid rep called A & E and started asking questions. When their answers didn't jive she mentioned the operator number and name and was told there was no such person or operator number working there. The Kitchen Aid rep determined they were lying to her as they had lied to us. She said they had received numerous complaints about them (read Yelp reviews in SF) and would expedite shipment of the control panel and send out a rep from Silver State to make the installation. When the Silver State tech arrived, he told us that he could make a living just following in the footsteps of A & E. He said that even after the second attempt, their rep did not get the skirt reinstalled properly and did not even reinstall the door properly. BOTTOM LINE - IF YOU HAVE ANY CHOICE IN THE MATTER, DO NOT USE THIS COMPANY! THEY ARE INCOMPETENT, DISREPUTABLE, AND LIARS.

Bought a new maytag range with to defective burner switch. Maytag sent a & e out four days later. He didn't have a repair part. Said he would order one and be back to fix it. Got a recording saying he'd be back between 9 and 5 on a certain date. Haven't seen him or the parts yet. The lady who took my call was rude. Never again maytag or a & e.

A & E Dispatcher told me that the technician would be able to repair my unit while replacing a recalled component. This did not happen...he replaced the recalled component and left. I offered to pay for a second trip charge if he would just do the repair...to no avail. Had I know this in advance I could have contracted with another company and not had to throw away about $700 worth of food from freezer and refrigerator. I have informed the recall company about this problem with their service provider.

We scheduled a repair service call through Home Depot, where we had purchased our GE portable washing machine. Our machine had been working great for the first 7 weeks or so, but then it started making a squeaky grinding noise during operation.
We contacted Home Depot who arranged for a technician from A & E Repair Service to fix our washer. He arrived on time, within the predetermined service window - and that pretty much was the highlight of the service call.
He heard the noise and determined it was a loose belt that was causing the problem. He made some adjustments and then pronounced the machine fixed. Problem was, the noise was now worse than it was before. Despite acknowledging that the noise was there, he said that it was "normal", over and over again, and refused to perform any further repairs. He said I could call A & E again for a "second opinion" and walked out the door.
The complete lack of concern for our problem was appalling. The repair technician (Jose Barrossa was his name, I believe) completely wasted our time and his apathy towards doing his JOB was shocking.
If you are assigned an A & E technician, beware! You likely will not get your repair done correctly. Absolutely horrible customer service, and the technicians don't know what they are doing.

Ma'am, A&E factory service and Sears Home Services are the exact same company. Sorry to disappoint...

Warning do not use this company unless you wanted to get ripped off.
I wish I would of investaged A&E service or shall I say "no service" before I called. I do not recommend this repair service to anyone ever. I have been with out an oven for over 2 month and they have been paid. I am having to fight like hell to get my 625.00 back. The left hand does not know what the right hand is doing. I cannot belive they are even in business. They told me for a month the part could not be ordered. Then they said it needes to be refurbused.When I called them to find out why they have not come to get the part they said the call was closed and servises renderedaccording to the tech.

It is April 5 and I've been without a refrigerator since March 25. My husband and I have called A&E three times trying to get service.

My husband called on April 2 and was promised a phone call the next day. It didn't happen - no phone call.

Today I was told they would send a tech out on April 12. Totally unacceptable! When I asked for a phone call to make a complaint, I was told they did not have a phone number; that I could write a letter of complaint to Dale Reader.

I had the worst experience today, October 1, 2009 with A & E Factory service. It has been a two day nightmare. Our repair policy is the Maytag Extended Service Plan and it is managed by Assurant Solutions Company of Oklahoma. They selected A & E Factory Service of El Cajon California to fix our dryer in La Quinta Ca. even though two other vendors of theirs, J & M Appliance and Prime Master Services are located much closer and also service our zip code under Assurant Solutions.

Sam at Assurant Solutions says it's not their fault, it's the technicians fault for not returning any of our 7 telephone calls to A & E over the last two days.

A & E does terrible work, the techs have very poor work ethic and there is no customer support or solutions given for work not done properly or not done at all. They just don't care whether you're happy or mad, its all in a days work. I must have gotten a dozen insincere apologies from A&E or from Ray at Assurant Solutions today. I did not want any number of apologies; I just want the work done to my satisfaction in a timely manner.

We spoke to several "routers", including Danielle who promised the return of the tech and even heard her talk to him (ID # 0100263) and that he would return by 4pm. At 4:22pm, we called wanting to know where he was and we were told he had gone home for the day and we were out of luck! I would again be put on a list for tomorrow but had no priority of time or any concern that we had an incontinent person we needed to wash and dry clothes for. THEY JUST DID NOT CARE!

WHAT REALLY BOTHERS ME IS THAT A WARRANTY COMPANY WOULD USE A COMPANY LIKE A & E FACTORY SERVICE AT ALL. All they have to do is look up all the hundreds of complaints against them listed on the internet. MAYTAG SHOULD BE ASHAMED! They should put their foot down and refuse to let them service their equipment.

I am going to contact Maytag and let them know. I also demanded a return call from corporate of Assurant Solutions to find out why they are not protecting us from such shiesterous practices.

I am going to do what it takes to publicly expose this company.

FYI: I spoke today with these persons at A & E who promised me service so beware if you get them. Kevin (said he was a supervisor), Raymond, Patricia, Adrian (male, said he was a Manager), Jennifer and three others before I started writing down names. Each time I called, the person I was speaking to would read me the other person's notes. The best part is now they suddenly have only record of 2 telephone calls.

NEVER ALLOW A & E FACTORY SERVICE IN YOUR HOME! ALWAYS REQUEST ANOTHER APPLIANCE SERVICE COMPANY THAT IS UNDERCONTRACT WITH ASSURANT SOLUTIONS AS THEY HAVE SEVERAL TO CHOOSE FROM BUT FOR SOME REASON ALWAYS SEEM TO PICK A & E FIRST. MAKES ONE WONDER IF THERE IS SOME CONECTION BETWEEN THEM!

Pamela D
La Quinta Ca.

I am dealing with my own A&E nightmare as well.
Could not agree more with this comment at how wretched a company this is to deal with. Sarcastic, apathetic, incompetent, conspiratorial -- all ways of describing the phone agents I have dealt with throughout my ordeal of repairing a Jenn-Air cooktop. Tech was called to install/replace a coil burner. Man showed up asking me to hold the unit while he tried to open it -- I've never been asked to help a technician while they service something in my house! Tech did not even know how to open the cooktop -- He consulted the installation documents that I happened to still have; He phoned someone in his office. This is a 5 year old cooktop! He should know how to open this, right? He then proceeded to shatter the glass cooktop, placed it back into the counter, told me not to use it, and he left. No joke! That was 3 weeks ago and A&E could not have been less sympathetic to the fact that their own technician had broken our appliance. It took them over 2 weeks to send us the replacement glass top, and on the day of our follow-up repair, the technician (the very same man who broke it -- And I had specifically requested that they send someone else!) failed to show up ALL DAY! I wish there was some way to sue this company, but they are a faceless, nameless company which hides behind its bureaucracy.

A&E installed an oven part incorrectly. They rescheduled for a week later. They have an automated machine that calls the three days prior to their schedule appointment to confirm that the parts have arrived. You have to call them to confirm that the part has arrived. Unfortunately, they can't update their system so the automated machine continues to call twice a day telling you to call back (they don't call you with an actual person). They give you a four hour window in which they are going to come -- for me, Friday 1-5. At 3 o'clock, I call to confirm (again) that they will show up. The computer shows a scheduled arrival of around 4:30. At 5:15 I call back and they say nobody was coming. Very sorry. No call.

The only problem is I am a surgeon and I canceled an afternoon of patients. They charge you all the same...

Terrible service. Never ever use them.

A&E is a dishonest, unreliable and a harassing company.
April 18, scheduled appt for 8-12 am, company diagnosis's machine, orders parts and request
payment for 80% of estimate. (Take day off from work)

April 25, next appoint to actually fix the machine. (Schedule day off)

April 24, company calls to say one part is on backorder and wont be ready until 4/28 make appoint for 4/29. (Schedule day off)

April 28, I call company to inform one part is still missing is it being overnighted for the 4/29 appointment? They state they don't overnight parts, duh then I say how are you going to service the machine on 4/29? Reschedule appoint for 5/2 (my birthday, another day off)

May 2, appointment scheduled for 8-12 am. Company calls the night before to confirm 8-12 am appointment and that someone will be home.

2pm on 5/2 call company questioning where abouts of technician, receptionist says he is running behind but that definitely will be coming.
4pm call company again and reassured yes he is on his way
5pm company claims they were in touch with technician and that he left at 4:30 from his previous site en route to my address.
6pm husband arrives and irately calls company who say they have sent the technician an email that he will arrive shortly. Supposedly no cut off time, the tech works until the job is done.
7pm (late for birthday dinner reservation) husband again calls and company states the technician's truck has "JUST" broken down and he will not be coming.

Against my advice my husband reschedules for 5/6 since they already have $278 dollars of our money. Cannot take another day off so ask housekeeper to wait for technician.

5/6/08 Technician arrives, takes all of @30 minutes to complete job and calls me at work for the balance. Says balance is 105 dollars but according to the written estimate given to me by the original technician, the balance should be $55 dollars. I ask technician to leave the bill and he says no that I have to come home and pay him right away. I tell him that if that's the case then he can wait until 5pm when I come home and I will gladly pay him then when I have reviewed why the balance is higher than the estimate. He responded that he was not going to wait and that the company would just send me to a collection agency. Lucky for him I had patients at the time and was not able to respond as he deserved.

My Maytag Washing Machine was working great for the past 5 years. I called Maytag customer service on Thursday and scheduled an appointment for Monday. Now here's where my bad experience starts.

The technician came onsite, took the Washing Machine apart and switched the water valve. He informed me that the problem is fix and quickly left. He did not test the problem. He always seem to be in a hurry.

I did a 'quick' test wash and same problem occurred again. I called A&E Service again and he paged the technician. The technician came back 30-45 minutes later. He switched the water valve again. I told him that is not the problem. The washer turn from cold to hot in the middle of the wash. It does not matter what settings you have. I informed him over and over again that the washer gives out HOT water starting in the middle of the wash. He didn't listen and told us to call A&E again when it is not working. He would not wait for a test wash. He is in a hurry to leave.

I tested a wash again and same problem. I called A&E and they told me that the technician got 4 other appointments to go to and would not be able to come back. I tried to schedule an appointment and they told me that the Technician have not uploaded the information. I would have to call back tomorrow to schedule an appointment. I called this morning and they told me it wouldn't be until the 22nd.

Summary
1. ALWAYS IN A HURRY
2. Technician just don't listen
3. Would not test thoroughly

There are many many complaints on the web about A&E Factory service. I wish I had known before I scheduled it and brought the warranty.

I have a GE Warranty on my Whirlpool Duet Washing Machine. A&E was assigned to repair the unit. After five weeks of ordering parts, 3 service calls, the machine was finally repaired.

Now I have to wait another week to pick up the bad parts. Inexcusable! I DO NOT recommend this company. The Better Business Bureau should be notified!

Those of you who have complaints against A&E Factory Service may want to call Sears. Sears actually owns A&E Factory Service. The NJ BBB site has contact information to lodge complaints against any Sears subsidiary, including A&E Factory Service. My demand for reimbursement was ultimately addressed by Sears which sent a check for the amount I paid A&E for the failed service less $60.00 for the repair call.

They just Blew me off! Have had this appointment for nearly a week, the man on the phone was ignoarnt and rude and threw 3 lies in a row at me. I called Maytag back and got the number to another company. Of course it's a warantee job so noone is in a hurry to get my dryer fixed but me. Its 2 months old, so i told the maytag rep my husband wants to fix it and send them the bill!

We used this company (A & E Factory Service) this evening to fix our microwave magnetron. Very happy with the service and would recommend them to anyone in the Houston area. bigearz2005-1@yahoo.com

My experience was totally opposite. I scheduled online with GE and A&E came out within a week. Our machine would'nt spin. He repaired the machine and gave me a few pointers about our model and how to take care of future spin related problems if necessary.

My name is Melanie and I am a representative of KitchenAid. We apologize about the frustration you have experienced with your vent system. If you need further assistance, please provide your name, the site you were contacted on, your user ID name, your phone number, your address, the full model and serial number, and email the requested information to Whirlpool.Digital@whirlpool.com. We would be happy to review your concerns further. Sincerely, Melanie.

For A&E Houston. No comment on the above complaint.
We have used A&E for warranty repair on WHIRLPOOL KIRD862VSS1 30" AND 36" RETRACTABLE DOWN DRAFT VENT SYSTEM
The only problem was that the tech showed up initially at the wrong address (A&E's mistake) so we had to reschedule. After that, they repaired an electrical defect promptly and correctly.
We now have the same defect in a second unit. I have schedule A&E for a second repair. We will see how it goes but I don't expect any problems.

Why is it that people seem to do research on a company after they get screwed. I wish I'd have taken the time to do my homework.

I have a Maytag Microwave that had a broken handle we looked at for two months. It seemed like an easy fix with the right parts and I finally got around to the task. Maytag advised that they don't sell parts and could only refer a contractor for a service trip. The customer service agent (CSA) said that the contractor could sell me the part and that they didn't know what the contractor charged for a service trip. An appoitmment was scheduled and I was told three times that the contractor would contact me before they came to the house to discuss parts and pricing.

The contactor, A&E Factory Servcice, hadn't called or showed up so I went out for the afternoon while my mom stayed with my kids at home. Apparently, a service tech called the house and said they were coming out. The tech came inside and put one screw in the microwave before asking my mom for $140. She didn't know what to do, so she paid with her credit card.

I contacted A&E who stated that Maytag should have told me of the service charge (by contract) when I scheduled the appointment. Of course, they never did. Maytag told me that they aren't aware of what their contractors charge and that it is their policy not to inform the customer, because they have so many contractors with varying rates. They also said that their contract with A&E specifically states that they are to advise the customer of the service fee when they call to tell the customer their on the way and again before they come into the house. This never happened, either.

Why didn't A&E contact me? Why didn't they ever dicuss the service fee? Why is the service fee so outrageous?

I have spent no less that four hours on the phone with CSA'S and Managers with both companies, however, they blame each other and neither party wishes to address the other. They both played, "Who's on first" with me too. I explained to Maytag that A&E is dependent upon service referals given to them and that they have leverage on the company to do the right thing. A manager with Maytag agreed and finally said she would take on the problem and would be contacting A&E to get me a reimbursement.

I definitly don't trust A&E and I'm not holding my breath with Maytag, either. If Maytag doesn't come through on this, I will never buy another GE/Maytag/Whirlpool product again!

My wife called for an appointment on Wednesday morning of this week and was told that the earliest available spot was on Friday "between 8 and 5", which seemed like a ridiculously large window of time to wait. I took the day off of work to meet the repairman at the house, and called at 8:05 in the morning to see where I was at in the queue for the day. I was told that I was number 7 of 9 appointments for the day for the repair man. I raised a concern to the nice lady on the phone that 9 appointments seemed like a lot, and in fact, 7 appointments for a tech seemed like a lot, but she reassured me that they would get to me today, although not until later in the day. The math still didn't add up, which should have been a red flag, but I continued anyways. I asked her when she thought I should expect the repairman, and she said probably between 3:00 and 5:00, but continued to assure me that this would not be an issue.

Shortly after 3:00 in the afternoon, I got a call from A&E, which I'd assumed was the tech calling to tell me that he was on his way. Instead, it was someone from central reservations telling me that they needed to reschedule my appointment, and that they would be here "Tomorrow between 8:00 and 5:00".

I went onto the web, and found another appliance shop that was able to come right out to the house this afternoon, despite the fact that I was calling them after 3:00. So I called to cancel the appointment.

I agreed that A&E is a scam company. They've rescheduled a repair appointment twice already. The service contract is a waste of money. My washer is a Maytag front loader. It had stopped operating. No error codes, just a stuck noise when it is turned on. It's the same stories when you search online. For my story, the "repairman" called and said that he locked himself out of his van. This is at 5:30 and after I had called to check on why there has not been anyone coming to fix my washer. They've made me wasted 2 days of work.

An A & E tech came 1 wk ago to repair my refrigerator under an extended svc plan. He spent no more than 10 min talking to me about the problem; never did anything more than open the refrigerator door; and told me it was 1 of 2 parts, both of which he would have to order.

He said the parts should arrive by the end of the wk (which they did), but for safe measure he suggested scheduling a return visit for 1 wk. We agreed upon a time slot of 1-5pm for this afternoon.

Because I heard nothing from A & E, I called their 800# at 2:30pm to be told that there was no appt set for today. According to the person w/ whom I spoke, an appt was arbitrarily set for A WEEK from today btwn 8am-noon w/out ever asking me. And, even though I have both ordered parts in my possession, no one from A & E was available to come out to repair my refrigerator any sooner.

When I said I wanted to register a complaint, the person w/ whom I was speaking asked if she could put me on hold and then disconnected me!

Bottom Line: I won't have use of my refrigerator for 2 WEEKS and A & E could care less.

Unfortunately, I did not see all the online complaints about A & E until today. I will never use A & E again. Hopefully, others will read this and other complaints before they agree to use A & E for appliance repairs.

Dear 26924,

I'm so sorry for the delay in responding to your post; however I did want to reach out to you. I was concerned with what I read in your post and I'm sorry your A&E repair experience was not a pleasant one. My name is Scott, and I'm a case manager with the A&E Solutions team. At your convenience, please contact our office via email at AEservice@aefactoryservice.com so that we can further discuss your concerns. In the email, please provide a contact phone number and the phone number the appliance was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (26924) for reference to your issue.

Thank you,
Scott J.
A&E Cares

they told me that the time frame was 1-5pm...i waited to 530pm called them and they said " Due to the weather the canceled my appt. at 452pm ...they never called me to tell me this and set another appt. for tues. from 8-12 wtf...i am NOT GONNA WAIT AGAIN !

The customer is Cr*p!

A & E Factory Service, is negligent in their warranty service. It took them over 3 months and several visits before the manufacturer had to replace the new washer/dryer combo.

A & E Factory Service, could not repair the unit and the water damage resulted in thousands of dollars of damage to my personal property. They told me it was my fault and to put the claim through my homeowners insurance.

A & E Factory Servcie should be legally restrained from operating as an appliance repair company.

Government Consumer Advocate Agency's have their number!

Jeff Puma
New York