Complaint Rating:

Company information:
A&E Factory Service
United States
www.aefactoryservice.com

A & E Factory Service is one of the most unresponsive groups of people I've ever had to deal with. I have now had three calls to my house(two were to actually replace parts), and my Kitchen Aid refrigerator is still not working properly. The refrigerator side of the appliance originally was not properly getting the cool air exchange from the freezer side of the unit. The first repair (5/29)replaced the diffuser. This repair did absolutely nothing to resolve the problem, after I paid $305.75 in charges.

On 6/3 another repairman showed up to assess the problem. A thermistor was ordered, but did not show up until late last week. At the same time the repairman did something to allow some cold air to blow into the refrigerator side. This worked well for us for more than two weeks. I paid $97.55 for this visit.

Today (6/19) the repairman installed the thermistor, and apparently waited to make sure it was working. I guess he didn't wait long enough. I paid another $142.37 for this visit. I was told by customer service today that I would have to wait until 6/24 for another appointment. I have no idea what I'm going to do about dealing with the busted refrigerator, which A & E technicians are seemingly incapable of fixing, after spending over $500 for labor and parts, much of which may not have been broken in the first place.

I spoke to one of their customer service people today at about 6 PM, after hours, but since they are a nationally based company with little regard for people's needs, the guy out in Texas couldn't do anything to help me.

The fact that this fridge is supposedly high-quality doesn't seem to faze the people at A & E. I can't believe Whirlpool Corp actually recommends them.