A&E Factory Service
San Antonio, Texas
United States - 78245
I called the Maytag hotline to schedule service for my dryer. A&E Factory Service showed up to fix it. I was charged $30 to replace a belt and $150 for (literally )5 minutes of labor. I fired up my new dryer moments after he left. 20 min into the cycle it completely died. I called the technician up on his cell. He told me it was a fuse that blew, and he would get back to me. Hours later...
I finally call A&E Factory direct to find out where is my tech.??? I tell her the what happened and asked twice "I won't be charged for another service call will I?" She insists I will not. This operator finally has the tech. call me. I tell him this won't cost me extra, and he insists- yes there will be another service charge. At first he refuses to deliver the part today, saying that I shouldn't use my dryer anyway since my vent needs to be changed and to call him when I've got that taken care of. Keep in mind, when he left the first time he "fixed" my dryer I was supposedly good to go... Now, oh no I can't run it. I told him that I really needed him to fully finish the job today- since I took it off from work for this. He finally agreed to to come back same day. He gave me so much run around and nonsense about the "workings" of dryers. I can't believe this sort of scam is associated with Maytag.
Hours go by... He never came. Never called. I am out $183 and still have a broken dryer. If I do have them come back, it will end up costing me the price of a brand new dryer. All for a fuse and belt which can't cost more than $20/$30 retail. I called the customer service center in TX and got more runaround.
DO NOT USE THIS REPAIR SERVICE!!!
A&E Factory Service - Richmond, VA
My electric dryer started making an electrical frying noise along with a burning smell during a load. We shut the dryer off, and the burning and frying continued, so I had to shut off the breaker immediately to stop the problem and prevent a fire. I called the Whirlpool service line after hours and used the automated system to set up an appt. The A&E technician showed up during the promised time in the morning, told my wife (I was a work) that there was no power and that the problem was not the power cord, charged her $59 and left. When I called a while later to check with her and she told me all that, plus the fact that she wrote a check for $59 to the technician, I went ballistic and called A&E at their toll-free number. I was told that they could not contact their technicians. When I said I would not pay for their "service", they said they would have a manager call me on my cell phone, but also that I would have to call back the next day myself and schedule another service call. By 9 pm that night no one called, so I went online to my bank and put a Stop Payment on my check. The next day at noon (still no call) I called Whirlpool "Customer Experience Center" at [protected] and explained the whole matter to them. They agreed that the A&E service was unacceptable and said they "would certainly direct me to a different service company" who would take care of me, and they gave me 3 companies to choose from. I called one and described the problem, and they said they were very familiar with that type of problem and even told me how I could open the back if I wanted to and look at the circuit board and purchase it myself to avoid a labor charge. THAT's good service. They said if I didn't want to do that, they could come out the very next day and fix it for me.
A & e factory service does not show up for appointments, they do not call. If you call A & E you just get a run around, the only way to reach the corporate offices is by mail, they are owned someway by sears. There is really nothing else to say except please learn from the thousands of us who have made a bad decision and both sears whirlpool and kitchenaid appliances, don't buy them, they are trouble and getting them fixed is a terrible experience.
Another unhappy customer
Michael in florida
A&E Factory Service Northern California Citrus Heights, CA.
On March 30, 2007 I purchased a condominium that came fully equipped with Kitchen Aid brand appliances included the refrigerator that is referenced below. Beginning on July 25, I began experiencing problems with device not holding temperature. After calling customer care and receiving troubleshooting information I waited to request a service call. On July 27, after no improvement I called to schedule an appointment. I was referred to A&E Appliance ([protected]) who informed me that the soonest appointment I could get was Tuesday, July 31, 2007. After waiting the four days for service I encountered over $200 in food loss due to unsafe temperatures. My time window was 1-5. After leaving work half way through the day unpaid to be present for my scheduled appointment I did not receive a telephone call from the service technician until 5:15 P.M.
Upon inspecting the fridge from approximately 5:45 until7:30 Chester, the technician informed me that I would need to make an additional appointment10 days from now. He also informed me that I would have to accept delivery of the parts. This poses several problems for me. 1) I work 60+ hours a week and arranging to be present to accept a package is a huge burden. I requested that the package be sent to his office/service location. He said that this would not be possible. 2) I am unable to make a realistic appointment do to unforeseen scheduling conflicts.
The next possible time made available to me was Friday, Aug. 10 which I knew would not work so I made an appointment on Saturday, Aug. 11 from 8 -12. Ultimately, I am being asked to wait over 15 days without a fridge that should not be having these problems in the first place. This is a $2000+ fridge that was purchased than 6 months ago! What does your company expect your customers to do? Where would you like me to store my food? How much do you expect your customers to be inconvenienced before you simply replace the fridge? This whole process has been extremely disappointing, frustrating, and costly. I would expect more from a well known brand like Kitchen Aid.
I was referred to A&E Factory Service by the company (Factory Builder Store) where I purchased my refrigerator. They indicated A&E does all services under warranty. I have had the same technician come out twice to fix a drain in my freezer. Both times have been unsuccessful and most recent visit resulted in the freezer not working at all. When I called to get someone back out they indicated that it will be another week for them to repair their own damages. This company does not know how to provide client service!
The Maytag Refrigerator is less than three years old and the compressor has broken twice. Thank heavens we have a Maytag Extended Warranty Plus- or so I thought. This time, the extended warranty people transferred me directly to A&E Factory Repair. To make a very, very long story short, I have been without a refrigerator for three weeks! They don't come when they say they will and they knock you out of their schedule immediately if you don't answer your phone when they call. My refrigerator needed parts. They send them to your house and then AFTER they arrive you are supposed to call for a service appointment. Mine were sent to the wrong state and took forever. A&E made no effort to move my appointment up based on this. I spoke to 4 supervisors who were nice but had no clout over the routing people who schedule the appointments. The routers have lied to me several times. This is the WORST company ever.
A&E factory service is a horrible rude company. On Saturday the 7 of April 2007 a service tech by the name of Tom (ID 0908566) came out to what we thought was repair our refrigerator. He stated that the relay needed to be replaced so my husband allowed him to replace it. The total charge for this service call was $226.80.
Break down of costs:
Tax labor $11.90
Tax parts $1.95
One hour after the tech left our refrigerator quit working once again. My husband called A&E back and the first customer service rep. told him the tech would be right back out to the house. After 45 minutes I called customer service back which then told me he had been off the clock for an hour and that there was nothing they could do until Monday at least. Upon further examination of the old relay that the tech left behind it had a large burn mark on it where it had been shorting out for quite some time. If this technician is a “Certified Maytag” repair man why was he not qualified enough to check the compressor that was causing the short in the relay. We spent the better of our day on Monday April 9 between Maytag and A&E. The only time that we spoke with some one helpful and nice is when my husband spoke with a lady by the name of Wanda in the Corporate offices of Maytag. A&E could have cared less that we had been without a refrigerator at that point since Friday evening and were out $226.80. What did they care they already had our money. Wanda was very helpful though. She refunded our money and had it set up with A&E to come out the same day to repair or at least order what needed to be repaired. Tom called me later that afternoon and stated that he was ordering the compressor for the fridge. I questioned him seeing as the first repair he made wasn’t the correct fix apparently. He stated that the reason the relay quit working was because the compressor was going out. (Which my husband and I already knew that by now!!!!) Would’ve been nice if he checked the compressor before he left at his prior appt. When I spoke with the Tom he gave me specific instruction to call when the compressor came in and someone would be out to repair it. I called once the compressor came in the first service date they could give me was not until Saturday April 14. That was completely unacceptable. I explained the situation of having a child and needing to keep her milk and certain foods cold for her and that we had spent a large amount of money in ice and was told that I basically needed to deal with it. I was told by a second A&E rep if I contacted Maytag that maybe something could happen sooner. So I did and the customer service rep at Maytag contacted A&E and had it set up for me to call A&E again and they would set me up sooner. When I contacted A&E again they set me up for later that afternoon. The scheduler went through and called the Supervisor for scheduling or the Tech manager to make sure it was ok. She got the clear from whomever she spoke with and told me I could expect a tech to come out after 1:00. One hour after it took me 3 &1/2 hours to set up the appt, A&E called to cancel the appt. They then told me I could not have service until THE FOLLOWING WEEK That was absolutely ridiculous. The A&E rep tried to tell me again to call Maytag back and they would re-set me up for later that day. I asked why I had been cancelled in the first place and that the appt. was originally set up because of the problems we had been experiencing. She had no answers. I then called Maytag while my husband called A&E. My husband was told that the reason we were scheduled out so far was because they only had one Maytag tech that could make the repair and he was not available until then. Which by the way is absolutely ridiculous seeing as they are the main referral from Maytag. How can you possibly give good service to customers if the all have to wait for one certified tech. Maytag however set us up with another company to finish the repair- Custom Air Systems, that is after I said I was going to contact my local news channels and newspapers. Maytag originally set up the service call with them for the next day but after I got off the phone with them Debbie from Custom Air Systems called to let me know they were going to send some one out before the end of their business day. Finally someone who saw the need for us to have the repair completed!!!
After all the horrible service we received we will never by another Maytag appliance. A&E has by far some of the rudest and disrespectful people working for them. As far as I am concerned A&E is a direct reflection of Maytag. I can’t see how it is appropriate to leave people with out a refrigerator for a week or longer. If it would not have been for Custom Air Systems we would have been out of a fridge for almost 1 &1/2 weeks, if not 2 weeks.
I've read the many complaints and had some fear of using them based on blog feedback. Guess what folks? The complaints are real and are becoming an ugly reality for me.
My Kitchenaid front load washer is still under its warranty period but has stopped working. A&E has a contract with Kitchenaid for service coverage.
First call was placed on 3/15. Tech came out and did the analysis and informed me that I had a bad electronic board b/c I used too much soap. The overabundance of soap caused massive suds to develop which short circuited my electronics board. I have a hard time believing that but I'm no Tech so I had to put some trust into what he said. He placed an order for $900 worth of parts that took 8 days to arrive. 8 days!!
Second call. They finally arrived and informed me that the electronics board was fine after 4 hours of replacing twice. They then inform me that I had a bad motor and had to order this part too! OK...another 5 days. This time was shorter b/c it was "rushed".
Third call. It is now 4/3 (20 days after the first call!) and they told me they will be at my home between 8am - 5pm. They finally called me at 4:25pm and said they were behind schedule and had to reschedule me for 4/4. Like most people, we work in my household and it makes it difficult to explain to my job why I needed 4 days off to fix a washer still under warranty.
If you cannot sense it by now, I am completely and utterly frustrated with A&E's lack of customer service and sense of urgency. I would recommend you request a local service company immediately and bypass A&E all together.
This company is a joke.
Terrible Service from A&E customer service. They just don't care about what their customers experience, or how frustrating the experience is. Buying service contracts that are serviced by A&E is like taking poison because it feels to good to get such excruciating pain for good money. Stick with local service people who know what they are doing rather than by multi year contracts from incompetent suppliers.
6 calls to Maytag Dependability Plus
7 calls to A&E customer service
1 Call from service man at 4:38 PM, still could not find place,
5 minutes on premise then announced that he must order parts and return in 7-10 days to fix the problem.
I did explicitly describe the problem when I called in the report for service... Do you think they took the info down??... NO! I explicitly gave direction info to our residence... Did that make it ti the serviceman?? NO!!! If you have a choice to avoid A&E Factory Service, Do so at all costs.
They are undependable and do not care a whit about what the customer cares or suffers.
A copy of email to Warrantech:
On 2/9/07 I called Warrantech, who called A&E (the local repair service) to have our refrigerator repaired. We have a four year "Rapairmaster" warranty. The refrigerator was not staying cold. They sent a repairman on 2/12, and he ordered a part. A&E then proceeded to cancel three successive repair calls on 2/14, 2/17 and 2/19, claiming that they needed two repairmen to install the part. My wife and I rescheduled our days each time to be waiting for the repairs. On some of the days they did not call to cancel, just waited for us to call.
A repairman finally came on, 2/20, and he told me that only one guy was necessary, and that he (who had been the person who came the first time and diagnosed the problem and ordered the part) never said that more than one guy would be needed. Unfortunately, the part that had been delivered was missing a wire, so he said he would order it and come back on Thursday, 2/22.
Of course, the part had not come by Thursday, so A& E cancelled. At this point I called Warrantech and they said that they would call A&E. I heard nothing, so I called A&E, who said that Maytag refused to send them the part. I explained to them that we had already received the “Fan Motor Kit” from Maytag once, but that it was missing a wire. I suggested they try re-ordering the whole kit, which they did. They called later and said it would come on Friday the 23rd and made a new appointment for that day. The part did not arrive and, so, thye cancelled for a 6th time.
Since the beginning of this story I have spoken to the following at A& E and at Warrantech: Mel, Linda, John, William, Chantelle, Nathaniel and Joe. The last two, at Warrantech, were particularly unhelpful, not even trying to commiserate over the fact that we will soon be without a refrigerator for three weeks. Nathaniel (id #2013) even told me that “ it’s not really our problem. It’s not our job to fix it, just to assign it to somebody to fix, and we did that.” Joe, his supervisor, proceeded to tell me how there was noting i could do if the refrigerator did not get repaired, even after waiting another week. He also explained to me how Warrantech was not responsible. He then put me on hold, and later hung up on me. Not the best customer relations
As a result of this poor service, we have been without a refrigerator for nearly three weeks. We have two young daughters and cannot feed them without going out to the store everyday, and then throwing out the leftovers. Not only is this unhealthy, but expensive. We have re-arranged our schedules several times and gotten no service. So why, exactly, did I pay for this warranty? At what point must i call a lawyer?
Recently we called Kitchen Aid for service on a dishwasher where we were diverted to call A&E Factory...
31 August 06: AEFS told us they would replace the entire freezer door and the electrical components in it. They said all the replacement parts would be sent to our home and to call them when we received them all to arrange for them to come back out and remove and replace the parts.
17 October 06: Still no door, only the small parts. We have called and they say the door was never ordered. They say well golly gee guess we will order it. This has gone on for over two (2) months now! They are rude and indignant on the phone. They only offer the same rhetoric over and over again! They snivel and lie behind their wall of anonymity like all little cowards! I would love to slap them across the face for all the frustration they have caused us.
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