A&E Factory Service

Hi,
Thanks for reading. Just a few details before I continue.

Location: Brookline, MA
Appliance: 2008 Maytag Dishwasher repair
Date: 7/26/10
Complaint: No call, no show.

A/E was supposed to come out to my place to fix a dishwasher under warranty. I booked my service directly from Maytag and the date they were supposed to arrive was 7/26/10 between 12pm-5pm. They stated that I needed to be available in the morning for a confirmation phone call so I called at 1030am and spoke to Veronica (800.771..3029) and told her my phone would be in an area with poor reception but to make sure to tell the technician that I would be home. She confirmed this and stated that it should not be a problem and told me everything was all set.

7/26/10 @ 3:55pm: I called again and spoke with Gris and she stated that the technician was running behind but would make it by 5pm. She assured me that my service call would be completed by the end of the day.

7/26/10 @ 5:46pm: No call. No show. I called and spoke with a manager and they hung up several times stating that they were going to re-route my call to the appropriate person.

I am so dissappointed that I wasted 1/2 a day and took of work early to get home and find out that they were so un-professional.

Please do not use these people for your service.

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 anybody 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 asked where they were. They said they were late but were still coming. At 3, I called again 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 able 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.

called sears for repair-DACOR oven-sears referred me to a & e
service man arrives late-not familiar with this model, but determines that I need a particular part, which he orders- I pay 129. for svc call and 415. for the part.
set up second service call to install part-repairman arrives very late-(second work day lost on the oven repair),
tries to install the part, but cannot-tells me that a & e cannot work on DACOR-he does not know how to install the part-will refund my $...
he fills out refund form for the part, and reluctantly, the service call. It is 2 months since I paid for the part and service, and my credit card has not been refunded yet. an overall unprofessional organization

Where do I start?

This company should be investigated for outright fraud. The major appliance companies that contract their work with A&E Factory Services need to be made aware of the horrible nature of this company. We were lied to, told conflicting information by each person who answered the phone, stood up, taken for fools, and blown off. Below is a timeline summary of what happened. From the looks of things, it seems that our story is not unque and that there is a pattern of lies and fraud involved with the way A&E does business.

1. Whirlpool refrigerator fan goes out after 9 months. Whirlpool assigns A&E Factory Services to the case.
2. A&E schedules for an early Friday AM block from 8-12. No show by 1pm.
3. Called A&E who says "Truck broke down, be there by 3pm". No show by 4pm
4. Called A&E who says, "you're next on list. Tech will be there by 5pm". Tech shows up close to 6pm.
5. Tech opens refrigerator and, without testing anything, declares "Your fan motor is dead".
6. Tech orders a new motor, and despite my suggestion to visually inspect the fan, says he doesn't need to because "he just knows".
7. Because of 4th July weekend, part doesn't arrive until Wednesday.
8. A&E says they will come Thursday to install part.
9. We wait ALL DAY for tech to come. We make 6 calls to A&E inquiring on status. Each time, operator says that the tech is en route.
10. At 6pm, tech still isn't there. So, we speak to manager at call center. He informs us that our order for service was never processed. The tech was never en route. We were lied to.
11. Manager finally has tech show up at 8am the next day, Friday. It's a new tech, and he opens up the fridge to install the new fan motor and finds that the original is not broken. It had something lodged in the blades, and once removed, works perfectly.

The moral of this story: If the first tech had showed up on time, and actually looked at the problem instead of using clairvoyance to diagnose the problem, it could have been fixed on day 1. Also, don't trust a single word that comes out of the mouth of anyone that answers the phone at A&E.

BEWARE OF A&E: [protected]

This is the company I found online to who had a GE "authorized technician" to repair my 5 yr old washer. The local place I hired had ordered 3 parts (GE did cover under the 5 yr warranty) but after they were installed it still would not run. I hired A&E because the local guy said the washer was very complicated & he thought maybe he was missing something. The A&E guy came out on a Saturday afternoon & spent 15 minutes at the most checking out my washer. I gave him the boxes of the 3 newly installed parts and asked that he make sure all 3 parts were installed correctly. His diagnosis after 10 minutes was that the computer board installed didn't go with my washer. He gave me the number of the correct part & said I needed to order it & then maybe that would fix it. He said GE is "notorious" for sending wrong parts. I was baffled that they would send a part that doesn't even go with my washer. I paid the guy @$136.00 and he left. I called first thing Monday morning to find out that THEY HAD SENT THE RIGHT PART! The number he gave me was to one of the other 3 parts sitting there. He had not even checked out the other 2 parts the first technician had installed. A&E does not want to refund my money and insists that I "PAID" for them to come out & they did! What? I thought I paid for a technician to diagnose my washing machine. I will never use them again & beware!

A & E factory repair is a horrible company. First - I had to wait until a weekend when my refrigerator went out, because they only scheduled repairs in 4 hour windows and I would have to take a day off work to be here. They do not work evenings. Saturday - service came out and fixed my refrigerator at a cost of $500+. After he left I ran some errands and some grocery shopping. Just to find my refrigerator knocking, not holding a temp and no ice cubes yet. I immediately called A & E Factory Repair and she called the technician and of course he had already gone home. She said she sent him a message and he would call me to let me know when he would be able to come back out. She also said the earliest he would be able to come back would be Monday. HE NEVER CALLED. That was July 3rd. July 4 was on a Sunday - no repairs available. Monday - still no call from A&E so I called them. She said that the technicians do not work today - this is their holiday. Apparently she lied to me on Saturday. The earliest I could be scheduled would be Wednesday morning from 8-12. This company has very POOR customer service. There is no regard to return visits to fix a problem that I have already waited a week to get fixed. I spoke to the manager and he does not care about his customers. I was trying to explain to him and he was talking over me and telling me he understands but can not get anyone out here until Wednesday. It is a shame that companies can not treat you the same when you are getting your appliance fixed as when you were buying the appliance in the first place. I WILL NEVER DEAL WITH A&E AGAIN! And just what am I supposed to do with the groceries I just bought? A&E does not care.

I am in tears right now due to A&E and Kitchenaide! Our compressor went out on a refrigerator that is only 2 years old. We called Kitchenaide and were told to call A&E to schedule an appointment. We had to wait 4 days for the service call and were given a window of 8-12. When 12:00 came and went and after several calls to A&E to get an ETA, the tech showed up 2 hours late. They ordered a new compressor for us which arrived at our home 4 days later. When we called to make the appt for the tech to do the install we were given a date a week 1/2 later! This would put us at 3.5 weeks of not having use of a refrigerator. My husband called back and was able to get the appt changed to a few days earlier. We were given a window of 1-5 and guess what? No show! I called A&E at 445 and was told it wasn't 5 yet and the tech has a 1-5 window. I insisted they call to find out his ETA she said she would call me back after talking to the dispatcher, NO CALL BACK! I called back again at 5:15 only to be put on hold why the rep tried to call dispatch and after 40 min of sitting on hold no one came back on the line so I hung up. My husband called back a 3rd time and was told they rescheduled us for another time, 3 days from today's date! We only found this out by calling them they never once called us back. Rescheduling us without reason is unacceptable and with some arguing and persistence we told them to put us on the schedule for the following day at 8:00 a.m. I called Kitchenaide to ask them why are they using A&E and what can they do to help us out? I was given the “I am sorry but I won’t do anything for you but document your complaint” speech! They don't care anymore than A&E cares!
I have no idea if A&E will show up tomorrow and I have a feeling I will continue on for days/weeks until someone can squeeze us in and install the compressor. I will never buy a Kitchenaide product again and I plan to find as many complaint sites including BBB to post this about A&E! Why and how are they still in business!

My two year old Whirlpool refrigerator stopped keeping the fridge and the freezer cold. We called Whirlpool who then scheduled an appointment with A&E Factory Services for 4 days later. Meanwhile we had moved everything to coolers to try and save our grocercies. When the man showed up, we assumed he would have the parts he need to fix the fridge or at least within a couple of days. He orders the part from their factory that is a two hour drive from my home yet took 5 days to be sent to us. Once we received the part we called A&E again to have them install the part, again assuming that they'd be there the next day. They told us they could send someone out in 4 days. By this time we have lost all of the groceries that we weren't able to cook up. I take the entire day off work because of course their window of arrival is 4 hours (1-5). They call me at noon the day they were to come and tell me that they have no technicians in the area for today and I need to reschedule for...get this...11 days out. I pitched a fit on the phone for having taken the day off work only for them to call an hour before scheduled arrival and it now being 13 days after our original call for service...add in the other 11 and we'd be at 24 days since I first called. Because I was upset, they said they could send someone out the next day (I'd have to miss another day of work for this). They are scheduled to be here tomorrow, but I'm not holding my breath. I will NEVER buy another whirlpool if they insist on sending A&E. This company fails at customer service!

We called A & E two weeks in advance to set up an appointment to fix our icemaker and on the day of the schedule appointment my wife called and reconfirmed that A & E will show up between 1200pm to 0500pm. The nice lady on the phone said everything is on schedule. However, @ 0400pm the A & E rep. called and said that he was running late and will not be at our house till after 0530pm. When I told him why he had to wait an hour before he change our schedule time, he hang up and cancel our appointment. When I call the 800 number to file a complaint the lady reconfirmed that our appointment was cancel by the A & E Tech and we had to wait another week before someone else will come to our house.

I bought all kitchen aid products for our new home in 4/2005. The microwave oven combo model number kehc309jss05 interior glass shattered.
On 3/29/10 I was warming bread and when the microwave finished (One minute) I opened the door …. I heard a pop and the glass shattered and poured through the vent.
I called midway appliances. Midway in turn told me to call kitchen aid direct because kitchen aid will listen to their customers more than they will to the dealer ship! I called the kitchen aid service number [protected]. A&e factory service came out. The tech name was jesse. Thier number is [protected]. I later deducted that this is a sub company servicing kitchenaid appliances. I thought they came out to assess the manufacturer defect on 3/30/10. I figured that microwave door glass should never shatter and it is common sense that this is a manufacturer defect. Of course the manufacturer would take care of it.
The appliance tech jesse from a&e factory services rudely informed us that the product is no longer under warrantee and that kitchenaid is not held responsible.

Worse the technician jesse said the repair would be $220 dollars. If I refused to repair the unit then his trip is 169 dollars. I told him that I did not agree to a trip fee. He said I was informed of this on the phone. I told him that I was not told of any trip fee because kitchenaid called him out. He said if I allowed him to repair it he would only collect $220.00 for the repair. I felt coerced into doing business with him and sent him packing.

He said it will be billed and it will go on my credit report!

My Maytag washer went out, so i went to the Maytag website and schedule a service with A&E. Monday from 1pm to 5pm. I took off from work and waited. I had to call at 4:35pm to find out where the serviceman was i was told that he was on his way. I then called 30min later at 5pm and was told that i was the next stop. The serviceman did not show up until 6:10pm. I could have stayed at work and not lose a days pay. I wish A&E would have called me and let me know what was going on i had to call them. Plus A&E did not inform me of the service fee I had no clue. I do not mind paying for a service fee but after dealing with such bad service I would have liked a discount.

If you are fortunate enough to see this website before you buy a product serviced by a & e factory service, don't say you weren't warned. I can assure you as well that hh gregg and samsung don't care either. My dishwasher hasn't worked properly since it was installed in oct. 09. I will be consulting an attorney later this week about filing a lawsuit for breach of contract. What a disaster...

Schedule for an appointment with A&E from 8am-12pm for my Whirlpool Cabrio dryer that is 6 months old and under warranty.

Took half the day off waiting at home in vain for them to come. Guy never show up, no call, nothing. When I call A&E at 12:15pm to check the appointment, the lady told me she can ask the guy to call me and see when he can get there. My appointment is from 8-12 hello! Since I need to get back to work I want to reschedule but the next available date is another week out. So I told the lady to cancel my appointment and I will call whirlpool for another repair partner.
Then she keeps telling me - you don't want to tech to come out today so that you don't have to wait another week and now you want to cancel?

I am not going to take another half day off for this warranty product!

Highly unprofessional service. They call you a day in advance to make sure you are home when they come but never think of others time. Lost my precious half day just like that.

Would not recommend A&E. Whirlpool need to make better product or have better partners.

The newly renovated home I purchased in September, 2009 came equipped with a brand-new Maytag side-by-side stainless steel refrigerator with water & ice dispenser. Several weeks ago, I contacted Maytag to report that the water line to the ice maker was leaking, spreading ice throughout my freezer. Even with the leak, however, the icemaker was working well, producing and dispensing a great deal of ice. The polite customer service rep scheduled me for an appointment with A&E factory service, with an 8-hour service window on a weekday.

I agreed to the appointment and took time off to meet the technician on the date of the appointment.
• The technician performed the repair and explained that the icemaker was out of alignment, causing the leak. By the next morning, no ice had been made, nor has there for almost three weeks.

Since then,
• I attempted to call the technician back on the cell phone numerous times and he has not called me back.
• I spoke daily with A&E customer service to have the technician call me and fix the icemaker.
• I booked another appointment with the technician agreed to come by my home to check on the problem at my home at 5PM. At 3:53 PM, the technician called me to tell me he was “done” for the day. I told him that I as in my office and that we had agreed, that day, to meet merely one hour from then. He said “well, I’m done so I’ll just order another icemaker and bring it over next Saturday” (a week and a half following that date).
• I called Christina at A&E escalations and complained about the unprofessional nature of the technician, and said that the icemaker had been working before the initial service appointment.
• A week and a half later, after daily calls with A&E customer service and taking yet another ½ day from work, the original technician (against my request) was sent to my home and changed out the icemaker…which has still not produced any ice.

They then called to say I was scheduled between 8 and 5 (9 HOURS!) the next day for service and despite my numerous requests to respect my busy work schedule (how else does one afford to buy new appliances?), a technician who DID NOT SPEAK ENGLISH called me at 10 AM on a Wednesday to tell me he would be at my home in a few minutes. I was in a meeting and could not run home to accomodate this man, so I had to call back the escalations department in Texas to reschedule for Friday. At the time of my writing this, this simple repair has still not been fixed.

I cannot begin encompass my displeasure with A&E factory service, who took a relatively routine repair and caused a complete malfunction of an almost brand-new icemaker. Furthermore, I am extremely disappointed with the professionalism and lack of communication displayed by the local unit here in the Philadelphia area in showing less resect then the cable company in scheduling appointments.

I suggest everyone refuse to be serviced by A&E when calling Maytag/Whirlpool, so that maybe they can stop contracting with these total wastes of space.

The microwave oven was not heating. The magnetron was the suspected cause and was still under warranty through whirlpool. Whirlpool put me in contact with A&E Factory Service. The first visit by the technition was to diagnose the problem, and I was given the 8 hour time window. Of course the Tech showed up at the end of the window. He ordered the part and we re-scheduled for another day to install the part. I paid $75 for service fee.

The tech came on the scheduled day to do the work. He didn't know how to get the microwave off the wall above the range and spent about 45 minutes yanking and pulling trying to get the oven off the bracket, bending the framing and breaking the plastic grill cover. After a call to his supervisor he was told there is a release bar behind the grill that you pull and the oven comes free. After fixing the magnetron he then tells me to call the 800 number and they will send me a new plastic cover for the grill that he broke. I called the 800 number and they said that he already closed out the account and we must reschedule another day to do a damage estimate.

So I have no choice but to reschedule to fix the damage done by the Tech. I am given the 8 hour time window of which HE NEVER SHOWS UP. I spent the last half of the day trying to find out where he was and when he would be here. The customer service says they don't know where he is but should be here shortly. At the end of the day I get no calls from A&E so I call again and learn that he was running behind and couldn't make it so I need to reschedule again! At this point I am coming unglued. I spent the next day trying to get hold of a supervisor in the Denver area to sort this out. I find a local number to call and talk with the supervisors assistant. I give her the story and she says the supervisor will call me right back. Of course, he never calls me back.

A couple of days later I get the recoreded message from A&E asking me to call an 800 number and give my feedback for the service they performed. I called the number and left the details of my account to the recorded survey. I explained the entire situation to the recorder and left my telephone number several times just in case they wanted to call and make things right. I never heard from A&E Factory Service again.

I had to let it go because it was too upsetting to pursue and probably lost a few years of my life over the rise in my blood pressure dealing with this company.

Now six months later the microwave has stopped working again, but instead of seeing if A&E Factory Service has a parts and labor warranty, I will go out and buy a new microwave.

A&E Factory Service is the absolute worst company I have ever known to exist. Save your sanity and peace of mind and never have anything to do with them.

After rearranging my work schedule, A & E Factory Service failed to show for a service appointment. After they did not show up at the scheduled time, I had to initiate a call regarding the missed appointment. Only then idi the tech call me back and proceed to tell me that he was overbooked from the get go and that he would not be able to make it. I called A & E back and tried to have them send someone else out without any success. I was also told that I could not reschedule until the tech had uploaded his report that night. After talking with someone (Robert ?) in Texas I was told that I could reschedule for the first opening---six days later. It took six days to get the first service scheduled! That was unacceptable. It was impossible for me to be home that day. I asked if priority was given to customers who were "stood-up" by A & E and was told Sorry No.

After reading some of theese other complaints, I understand now that I was fortunate in not having A & E service my Maytag Microwave. I called Maytag and requested that a note be put in my file requesting NEVER to have A & E Factory Service do a repair. I have since scheduled the repair with another service company approved by Maytag and they will be here within 48 hours.

I called Maytag who sent A&E Factory Service to fix my appliance. I would pay for the service and Maytag paid for parts, but Maytag chose A&E Factory Service because they could order and direct bill for parts.

A&E Factory Service actually sends out other repairmen from other companies. Therefore, the guy who showed up at my door was from Sears and he did not have parts with him, but ordered 2 parts for me and told me to reschedule when the parts came in. I called A&E and they rescheduled me for the next week. When I called to confirm the day before my appointment, A&E had no clue about the status of the ordered parts. They told me the repairman ordered 1 part, but did not order the 2nd part. I had the technician's number on my caller ID, so I called him and he told me that A&E did not know what they are talking about and he ordered 1 part to be mailed to me and the 2nd part was on his truck. But, since A&E called his company, he was not sure if he or another service technician would come to my house for service. I went back and forth with A&E who insisted they do not have the part and did not want to send a repairman to my house unless the part came to my house via mail. I asked them to call the repairman and send him, but they said they could only call his dispatcher and could not guarantee I would get the same repairman. We went back and forth and they finally scheduled a repairman to service my unit and if he did not have the part on the truck, he would have to reorder the part and schedule another service call.

The repairman was supposed to come between 8am and 12noon and called my number around 10am when I was in the bathroom and left a message that he is trying to get in touch with me. I called him back on his cell, 10 minutes after he called me, but he did not answer. I called him back 2 or 3 times and he did not answer. I finally got a hold of him at 2pm and he told me it was too late in the day and I would have to call A&E to reschedule. A&E rescheduled me for the next day.

I waited at my house from 8am to 12noon as they had asked me to. When no one showed up, I called them by 11am and they told me a repairman was on his way and would call me. At 12noon AND AT 1pm, no one showed up, I called A&E again, they put me on hold and told me the dispatcher said the repairman was on his way. At 2pm, I called again and A&E told me they had called me the night before and rescheduled my service between 12noon and 5pm. I asked why no one else I called at A&E had known about this when I called earlier. They apologized and told me the repairman would be at my door at 3:30pm. I asked them to verify and the manager on the phone at A&E told me that he could call the dispatcher, but they would only tell him that the person is on their way. It is now 4:20pm and no one has showed up or called me. Since the repairman is supposed to call me before coming over, and it is almost the close of business, on my last call to A&E, they told me if the repairman was overloaded, he would have to reschedule.

It is better to call Sears or anyone else other than A&E. A&E outsources their repair services and is therefore not in touch with the actual repairman coming to your house. Therefore, they are just looking at a screen and telling you that someone is on his way and will likely have a part on his truck, but they don't have a clue. Call a repairman who you can call, or a company whose dispatcher is directly in touch with the repair person so you are all communicating about correct parts, the actual fix that needs to be done and when the repairman will come to you. It will save you a lot of time and hassle. I will never call A&E repair services again.

I had a leaking Whirpool dishwasher, took it apart myself and saw it was a seal/gasket on the bottom. I couldn't get to it myself so I called Whirlpool and they scheduled A&E to come out. I must say the technician was very polite, and told me right away that the gasket I spoke of was the problem. The thing was, they replace the whole motor and casing unit entirely. He said it was cheaper to replace everything than the labor cost to get to the gasket. Thing is, the motor was perfectly fine (which is the most expensive part) and it only take four screws to take off (which I did earlier). Making a customer pay for unnecessary parts is price gouging. The parts cost $211.00 plus the $129 for coming out and doing nothing. Basically, they had me in a corner, so I went ahead with the replacement. Make sure your aware what really needs replacing.

Nine months after purchasing a Whirlpool wall oven, the self-clean cycle was first initiated. Following this cycle, the upper oven ceased to work. I contacted Whirlpool service by phone, was directed to call back on Monday. Once I reached a service rep at Whirlpool and explained the problem, she booked my appointment with A&E for the following Wednesday. I was told it would be anytime between 8 and 5. I tried to contact A&E on Tuesday. I wanted to see if they coupld possibly narrow the time down to at least a four hour block. I was immediately denied and told that was not possible. It was their policy. On the day of service, I called A&E at 3:30. I inquired because I hadn't heard anything and was concerned that the service tech might be late. The assured me that the tech would be calling prior to arrival. I had to call again at 5:10. After a lengthy visit with hold muzac, I was told that the technicican was running late. He had one more stop before reaching my residence. A&E offered to call the regional dispatch for me. They said they would have the tech call me with an estimated time of arrival. At which point I demanded to speak with "the young woman's supervisor. She transferred me to the "escalation team". A young gentleman made the same attempts to explain that this was all regular policy. I inquired about customer service. Because I thought that was what I should be expecting - service. He apologized and again explained that this was policy and nothing could be done. While on the phone with him, Regional dispatch called (call waiting). She said that today's appointment could not be made and it would have to be rescheduled. Somewhere in this I am thinking I should be on blood pressure meds from this experience. I am now horrified by my response and that these mutants brought me to such an anger that I was yelling on the phone. Mr. Escalation Team can schedule me for a week from Tuesday, and I can wait for nine hours. I explain that this is not an acceptable correction. In addition, I have lost a day of work. He cannot give me anyone else to speak with, but can give me the name and address of the CEO so that I may compose a letter:
Dale Reeder
c/o A&E Factory Service
1300 Louis Henna Blvd.
Round Rock, TX 78664

I returned to call to Whirlpool, as I wasn't quite satisfied. I have lost a day of work, still have a broken oven, and need some sort of solution. Miss Whirlpool was much better in her service skills. She gave me 4 local repair service guys that are certified with Whirlpool. The second one is around the corner! They will be here Monday afternoon, between 3 and 5. I gave my fond thoughts of A&E to the Whirlpool rep.

I thought that I should verify the address given for A&E and I found this site.

How can such a poor service company be billed as a 'service'?

I have called Fisher and Paykel to service my dishwasher. They gave me few numbers and one of them is A&E Factory service. A&E told me that they will see me in a week waiting from 1-5. Week went by and I waited and waited and then they called me at 4:53 to tell me that they need to reschedule. I wasted 4 hours form my job and whole day waiting for them and they did not even apologize or explain why.

I find this VERY UNACCEPTABLE specially by seeing all these complaints. I suggest that you call the company that refers you to them and tell them to remove them from their database. I called fisher and Paykel and demanded that they remove this company from their service database immediately or I will return the product. I will wait few days with the help of all of you, I wish they company goes out of business.

Call Fisher and Paykel today and ask them to send A&E to hell: Ph: [protected]