Complaint Rating:

Company information:
A&E Factory Service
Round Rock, Texas
United States
Phone: 1-800-905-9505
aefactoryservice.com

We have an extended warranty from Lowe's on our Maytag Neptune Drying Center. We needed service because the dryer will no longer warm up (thermostat and circuit breakers). Lowe's uses A&E for servicing these dryers.

We made an appointment; A&E did not show even though all day long my wife called and they said the service guy would arrive. At 6PM we received a call that said they had overbooked (she finds out that they service guy had called back to HQ earlier in the day to say he was overbooked and asked for help, no one else was available). We called Lowe's to complain because my wife lost a paid vacation day to wait around for nothing. Eventually, the following week, the service guy arrived, diagnosed the problem. A&E HQ agreed to overnight the parts and set us up for a Saturday appointment (7/11/2009). I took a half-day off from work and waited for the parts to arrive and they did. I called A&E to notify them that we received the parts and to verify our Saturday appointment. I was told that her records showed that someone attempted to set up Saturday but for some reason failed. Now we are told that the earliest is next Tuesday (7/14). I called Lowe's again and lodged a 2nd complaint. The Lowe's service manager said that it is out of his control and that he can only relay the complaint to A&E management. I don't believe that this will do any good. A&E seems to lie about everything, or else they are badly incompetent.

How does one get satisfaction? How do we get compensated for lost vacation time (which we have very little of)?

I swear I will never buy another appliance nor extended warranty from Lowe's or anyone else that uses A&E for servicing their valued customers.