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A&E Factory Service
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2.2 318 Reviews

A&E Factory Service Complaints Summary

93 Resolved
221 Unresolved
Our verdict: Engaging with A&E Factory Service, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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A&E Factory Service reviews & complaints 318

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6:48 pm EDT
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A&E Factory Service wrongly accused

The prior complaint I read is talking about warrenty work through calling Sears to come out to repair there appliance.That company is a nationwide repair service called A&E FACTORY SERVICE, alot of people are getting confused with this company that does the warrenty work for Sears, Whirlpool, Maytag, and Kenmore products. This is not the original A&E APPLIANCE SERVICE in Roseville Michigan, they have been in business since 1949 and has built it's reputation on great service and selling parts to the do-it-yourselfers in the area.

Please before you wright a complaint about a company get your facts straight about that company!

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3:51 pm EDT
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A&E Factory Service poor service

Contact Sears Home Service (who contracts with A&E) on June 21st about a problem with a strong gas smell from our gas dryer. Appointment scheduled for July 2nd from 8-12. Technician arrived and looked at it for about 10 minutes and said he had no idea, has to be the gas valve. Ordered part on 7/2, part arrived on 7/7, tech rescheduled fro 7/9. Tech arrived and installed the part and said the problem was fixed. Used the dryer a couple of times and still smelled of gas really bad. Contacted Sears (A&E) again on 7/14 and they scheduled a tech to be out again on 7/14. Tech arrives and spends a good amount of time troubleshooting the problem and decides to just adjust the valve--should be fine now he says. Still have gas smell really bad. Call Sears again and they schedule a tech back out for 7/22. Tech arrives does more troubleshooting and says the electronic boards are not sending the right messages to the gas valve. Orders parts and reschedules us for 8/11. Parts don't show up. Reschedule for 8/23. Tech is no show between 8-12pm...calls at 12:15pm and says he is an hour away - I say don't bother I have to go to work. Try to contact sears about problem and no escalation path for service failures like this - no one is helpful at all--they just want to reschedule another appointment -- MORE vacation, more money, more inconvenience. So far I'm out 3 vacation days, $560.00 and we've been going to the laundromat to dry our clothes for the past 8 weeks. Avoid Sears (A&E) service, warranties, etc like the plague...TERRIBLE!

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Kathryn Wildgen
,
Dec 03, 2007 12:00 am EST

The pits! They supposedly have a 90-day warranty on their work. But if the "fix" doesn't "take," it's the fault of the appliance! My freezer door still leaks cold air and gathers frost. Tech's solution: buy a new door. I've contacted the BBB of Baton Rouge and we'll see what happens. Avoid A&E at all costs.

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mikieg324
Oswego, US
Oct 31, 2009 8:32 pm EDT

I had a problem with my 7 month old Whirlpool Duet Washer after a power outage on October 6, 2009. After calling Whirlpool, they recommended A&E Factory Service to fix. I called to schedule an appointment and got one for the next Tuesday (6 days later) "between 8 and 5". The rep showed up and determined that he needed to order a master computer (he explained that this is a common problem but didn't have the part with him although they advertise they have the most common parts on their truck). So - the part showed up the next Friday and got another appoint ment for the next Tuesday "between 8 and 5". The tech showed at 11 and installed the computer but nothing changed. So - he ordered another computer part for the display. AFter not hearing anything from anyone, I called A&E to ask where my part is. The young lady explained that it is on backorder until Noveber 11 (this was on October 23 and remember, I've been without my washer since Oct 6.) I called Whirlpool and told them this is unacceptable and they got me the part on October 29. I called A&E to schedule service (and this is the reason for my complaint). They called and told me they would be at my house on Saturday, October 31, 2009 between 8am and 5pm. So - I waited at home until 3pm and got nervous because I hadn't heard anything. I called A&E and they assured me that I was on the schedule for today. At 5pm I called A&E and explained I hadn't heard nor seen anyone. She told me that the technician "is on his way to your home now. You were last on the list. (you would think they might have had the decency to tell me this when I scheduled so I could have done something during the day instead of sitting around waiting for these people). I waited until 6:30 for the technician who "was on his way to my house". Then I called A&E again. This time, the operator told me that the technician wrote that no one was home. It was dark by this time and when I called at 5pm, I had turned my lights on, had my TV on (that can be seen from the windows) I have doorbells at both doors and two dogs who bark if they hear any little noise. No one showed up at my house at all. Needless to say, I am livid and am highly recommending that No one use these people for anything. Their idea of service (between 8 and 5) shows that they don't care about the customer's time and then to not show up at all and then lie about me being home (I didn't leave the house AT ALL and NO ONE drove through my driveway at ALL!) infuriates me. I filed a complaint with Whirlpool already and will file more. And here I sit with a computer part for my washer and a company so rude that they can't even call to say that they got backed up.

SearsCare
SearsCare
Chicago, US
Sep 09, 2010 10:33 am EDT
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Dear Wimac75,

I apologize for responding so late to your post, but I did want to reach out to offer help. I'm so sorry to hear your A&E repair experience was such an unpleasant one. I can imagine the frustration and stress surrounding the situation involving your gas dyer; not to mention the nerves from the gas smell. I'm Scott with A&E Solutions; we'd like to help if you'd still accept it. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the dryer is listed under and we will contact you directly. In addition please include your screen name (Wimac75) in your email so we can reference to your posting.
Thank you,

Scott J.
A&E Cares

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2:04 am EDT
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A&E Factory Service no show

I called A & E to fix my stove. Without touching or examing the stove he told me what parts were needed. He would have to order the parts. Came the day of the expected repair of the stove, the office called me to say the technician had called in sick. At that point, I discovered they had ordered parts for a "gas stove." I have an electric stove. He never got close enough to tell the difference, I guess, and, anyway they didn't have an opening for another ten days! We're sitting on about three weeks now, and nothing has been done. I told them: Either fix the damn stove or give me my $400 back. Still nothing. I must be stupid. I didn't know A & E was Sears. Had I known that, I would never have called them. I have never had a satisfactory experience with Sears' service.

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disgustedinNY
Centereach, US
Jun 08, 2010 7:23 am EDT

As a result of the GE dishwasher recall - we scheduled an appointment to replace the heating eliminate. These clowns called the day before to confirm the appointment and then pulled a no show. They never called- nothing. I took time off from work. I then couldn't get a hold of anyone on the phone. I guess you get what you pay for.

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Anna Gable
Willowbrook, US
Jun 21, 2011 12:58 am EDT

I just purchased a Frigidaire Air Conditioner from the distributers, Custom Appliances in Lombard, IL. It worked find for the first few days. Now it does not cool like it should. I called Custom appliances and they said that it was under warranty for 1 year, so they gave me the phone number to A & E factory service. I called and made an appointment for Monday 6-25-11. However after reading all the bad comments I feel like cancelling. Has anyone ever purchased a wall unit air conditioner that A & E repaired? Any comments or suggestions?

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Anna Gable
Willowbrook, US
Jun 21, 2011 12:50 am EDT

I just bought a Fridigare Air Conditioner from Custom appliances in Lombard, IL. It worked well for the first few days. Now it not cooling they have a 1 year warrenty on it. When I called them they gave the Phone number to this A & E and they will come out on Monday 6-25-11 to look at it. After reading all the bad commets I feel as thought I should cancel. Any suggestions?

SearsCare
SearsCare
Chicago, US
Jun 08, 2010 11:08 am EDT
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Dear disgustedinNY,

We are sorry to hear about the service you have received on your dishwasher repair from A&E Factory Service. When contacting our office for service we make it our goal to complete the service in a timely manner. This has clearly not been done for you and we would appreciate the opportutnity to assist you. My name is Shayne and I work for the A&E Solutions team. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the dishwasher is listed under and we will contact you directly. In addition, please include the screen name used to post here so we can reference to your case.

Thank you,

Shayne W.
Senior Case Manager
A&E Cares

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4:47 pm EDT
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A&E Factory Service Service is terrible

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.

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10:57 am EDT
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A&E Factory Service Incompetent company

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.

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3:51 pm EDT
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A&E Factory Service Repair

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

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10:08 am EDT
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A&E Factory Service No show, no accountability, no luck

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.

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Ana Waliser
Ridgecrest, US
Jul 30, 2010 3:51 pm EDT

Im so agree with you! here we are 7/30/2010 in Ridgecrest, Ca. with the Diswasher was broke before the guarantee was up, the repair man came the first time right after he left that thing didn't work, called them back took another 2 weeks he order a part and here we are the part is here and no repair man yet, what is going on! You think by know this company would be out business or be doing a lot better after all this bad report we need to report to BBB. I hope I don't have to deal with peole like this anymore like you say you wouldn't by Maytag you're right no more!

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A&E Factory Service Horrible service-beware!

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!

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A&E Factory Service Repair service

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.

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TPapendick
McBrides, US
Dec 17, 2012 10:02 am EST

Came to house to fix microwave that I received with defected relay switch. Had to order part. Part never showed so we had to cancel appointment and reschedule for part to be shipped again. This was after they accused me of stealing the part and claiming I never received it. They called me back that afternoon to say the part was shipped but stopped in transit and they needed to reorder. Called 6 times to get parts man out to house..finally asked to talk to supervisor. Three times but on hold for half hour and then hung up on. Get the supervisor on phone who was rude and said i was lucky to be having someone come out to my area. Accused me of not answering my phone and so the service guy didn't come on the 12th (which was the day that part did not show up). I was on the phone with the company because the part wasn't here and they needed to call him off till it got here. Bunch of idiots that work for this company and I would never recommend them to anyone. I also called Whirlpool to give my complaint about this company and feel they should not use them for anything.

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Mad Customer in MI
Madison Heights, US
Dec 29, 2011 7:34 pm EST

I bought a new Maytag washing machine and 8 days later it broke down. Maytag set up an appointment with A & E Factory Service between 1 and 5. A & E called at 3:35 and hung up after only 1 1/2 rings. I called back and was told the technician called and "the customer was not home". They are liars, I was standing next to the phone. I told them to get someone out to my house. They said they could not get a hold of the technician. Then they said that there never was anyone in my area to do the service call. I wanted to talk to a supervisor and was put on hold and the line went dead. I called back and the same guy answered and acted like he did not know my story. I was put on hold and left hanging this time. Third time calling I got a different guy and was told sorry nothing could be done. A & E Factory Service is terrible and I hope Maytag and any other company that uses them drops them fast.

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A&E Factory Service Shut them down!

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!

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A&E Factory Service Scheduling/no show

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!

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A&E Factory Service Cancel appointment

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.

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MS SHARON KANE
NEWARK, US
Sep 23, 2009 4:22 pm EDT

I PURCHASED A DRYER IN JANUARY 2009. IT TOOK 5 INSTALLERS TO ACTUALLY INSTALL THE DRYER CORRECTLY. THE FIRST PERSON CAME TO HOME AND TOLD ME HE DOESNT DO INSTALLATIONS. THE NEXT DAY HE CAME AGAIN AND SAID AGAIN HE DOESNT DO INSTALLATIONS. THE NEXT DAY TWO MORE GUYS CAME TO INSTALL AND THEY HALF DID THE JOB. GAS FILLED MY HOME AND COULD HAVE KILLED ME AND MY FAMILY. TWO WEEKS AGO THE DRYER CAUGHT FIRE. AGAIN THE A&E COMPANY HAS BEEN UNWILLING AND UNABLE TO COMPLETE PROFESSIONAL OR TIMELY REPAIRS TO A DRYER WHICH I PURCHASED FROM SEARS WHO IS USING A & E TO INSTALL AND REPAIR. A & E HAVE BEEN MAKING FALSE NOTES IN THEIR RECORDS ABOUT THE REPAIR SERVICE VISITS. I AM BECOMING COMPLETELY DISTRESSED BY THIS PROBLEM.

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A&E Factory Service Trip charge $160.00!!

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!

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ccmchan
, US
Nov 28, 2012 11:35 am EST

Same thing happen to me. Gave me a bill of five hundred dollar to repair. Seem more like he wanted to replace every part my dryer. Of course not everything will be fix if you exchange every part. I am pretty sure he didn't have to exchange everything to repair it. I told him I do not want to repair it and gave me a bill of 129.00 for coming here. I called customer service and they told that I have to pay the "labor" cost. I told them them he didn't give me a price for coming here, they told me the technician gave me an estimate therefore my argument was fraud. Yeah, the ###ing technician did give me an estimate after coming here. Next time tell the customer that they will charge over 100 dollars to come and see the dryer regardless if they fix it or not.

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A&E Factory Service Service nightmare

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.

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Nkleye
New York, US
Apr 15, 2010 12:59 pm EDT

A&E Factory Service is contracted by Sears for warranty repair on my KitchenAid dishwasher. They have missed canceled or ignored FIVE service appointments over the past five weeks. Sears was so embarrassed they gave me 2x$50 gift cards for my troubles. Another appointment was scheduled for today between 9 and noon and, as of 2 pm, I have not heard a word. Might be the very worst service record of any provider I've encountered!

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Charly
, US
Jul 02, 2009 5:20 pm EDT

How is this company in business? Customer service is not important to them. The technicians don't know what they're doing. There is a major communication breakdown within the company. You call, they pacify. Nothing gets done...oh, wait, they DO let you wait around another week for your NEXT appointment. They have been to our home 4 TIMES now. It's been a month and a half now since we requested service. NIGHTMARE!

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sectoo
, US
Jun 05, 2009 12:59 pm EDT

I was charged $195 dollars just for the LABOR ALONE to replace a defective module. Took about 5 minutes. In my book, that's price gouging.

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LISA ECKERT
,
Feb 11, 2008 12:00 am EST

Wow, if your ever see this name on your factory warranty or are referred to them, run. They have taken over a month to fix a washing machine and in the course of moving the dryer they damaged it and will need to fix that as well. They seem to be very unconcerned with customer service in general. I would not recommend them to anyone. In reading the four pages of complaints listed on the web, I know I am not alone.

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timhill289
goshen, US
Jan 27, 2011 5:42 pm EST

tech was excellent, however I tried to call in to give a compliment and it was like they did not know what to do. I was transferred from person to person and they became more rude. Maybe I need to rethink trying to give a compliment to this company.

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Donna Rayburn
,
Sep 22, 2008 10:29 am EDT

They make you wait from 8am until 5pm for service and do not honor the 30 minute call ahead. When the customer calls, the technicians do not return calls. Also, the telephone schedulers schedule appointments without notifying customer. Communication with the customer is non-existent. Customer service at its worst.

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elizabeth duffy
,
May 31, 2007 12:00 am EDT

A&E factory Service came out to look at my microwave and dropped it on the floor and it shattered the glass, and they damaged my floor! It took 3 service calls to get it fixed yet no response to my damaged floor! They are the worst!

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Avondale Self Storage
, US
Dec 10, 2014 9:57 am EST

I would highly recommend A&E Factory Service. Fortunately, I purchased the extended warranty with my new Maytag washer two years ago. A&E's service tech (Romalice) called before the appt. and promptly showed up at the scheduled time. He was very professional. He fixed the washer and got me back in business. I am VERY IMPRESSED! Excellent customer service.

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tec pro
wheelersburg, US
Jan 08, 2013 4:16 am EST

If the tecs are dumb ### then why dont you get off yor fat lazy ### and fix it yourself?

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Joy V
stockton, US
Jun 07, 2011 2:58 am EDT

I completely AGREE! This is the worst company in the WORLD. THEY ARE NOTHING BUT BUNCH OF LIARS AND ALSO HAD DUMB ### TECHNICIAN THAT CAN NOT FIX A DAMN THING!

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A&E Factory Service Samsung dishwasher

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...

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A&E Factory Service No show for appointment

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.

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A&E Factory Service Completely incompetant

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.

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Update by UCDoc
Jan 27, 2010 3:38 pm EST

FOLLOW-UP:
Maytag corporate and I had a long conversation and extended my warranty as well as sending a locally owned company to make the repair this week.

Coincidentally, Renee Kehoe from A&E contacted me through this website soon after my post and said she'd have someone from the local unit call me (something I had requested through their escallation department over 5 times with no response). Then, someone from A&E (only identifying herself as being from A&E, not giving her name, called from [protected]), proceded to got my name wrong twice, and proceded to get in an argument with me as she took exception with my apparently calling her non-english speaking technician "stupid" while on the phone with their escalations department in Texas. She then told me it was good that Maytag assigned another company to perform the job (why would anyone in this economy want to work?) because she didn't want to call me anyway and hung up on me.

In a time where people are out there looking for work and looking to do a quality job, it's a shame that companies like this can get major contracts. They are absolutely terrible.

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A&E Factory Service Microwave oven

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.

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Golden,Colorado
Golden, US
Feb 01, 2012 7:52 pm EST

I too experienced the ### service from A E Factory for a Samsung washer that I had under warranty with Sears, and Samsung, since product was less than 1yr old.

The technician was an absolute idiot; by the end of the 50min visit he had given me two different stories as to what was wrong. Basically: guy stood around and turned my washer on/off, then tells me he's never heard of what I'm explaining to him, then tells me that the rattling noise I hear is normal and that nothing is wrong.

20mins after leaving my house calls me back to tell me a "senior" technician can come by in two days, gives me a 4hr time slot, then I get a call from an operator telling me the tech wont be coming.

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A&E Factory Service No show for service appointment

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.

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A&E Factory Service Terrible service, incompetent repairmen

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.

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Update by abnsvn
Jan 14, 2010 3:36 pm EST

THIS IS FROM THE GUY WHO WROTE THE COMPLAINT - I meant to say "call anyone other than Sears or A&E Factory Service" in the last paragraph.

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James Would
Southeastern, US
Feb 06, 2010 10:35 pm EST

Sorry to tell you this but Sears owns A&E Factory Service for over 9 yrs. They got it from Montgomery Wards and turned it into the nations 2nd largest service provider. Sears is still the largest but not for long as most units are being changed over to A&E. Just the logo and vans change the employees are mostly current Sears employees or new hire.

A&E Factory Service In-depth Review

Service Quality:

The service provided by A&E Factory Service is highly commendable. They are known for their timeliness, ensuring that appointments are scheduled and technicians arrive promptly. The professionalism of their technicians is exceptional, as they exhibit expertise and knowledge in diagnosing and repairing appliances accurately. Customers can trust that their appliances will be effectively repaired, providing long-lasting solutions.

Customer Service:

A&E Factory Service excels in customer service. They are highly responsive to inquiries and concerns, ensuring that customers' needs are addressed promptly. The customer support team is friendly and helpful, providing assistance and guidance throughout the service process. Scheduling appointments is a breeze, with an easy and convenient process. Communication is also excellent, with regular updates and clear explanations of the service process.

Pricing and Value:

Customers appreciate the transparency of A&E Factory Service's pricing structure. They provide competitive pricing compared to industry standards, ensuring that customers receive fair and reasonable rates. Billing and invoicing are clear and easy to understand, eliminating any confusion. Overall, customers find great value for the cost of service, knowing that they are receiving quality repairs at a fair price.

Warranty and Guarantees:

A&E Factory Service offers comprehensive warranties with generous coverage and duration. Customers find it easy to file warranty claims, with a hassle-free process. The company is committed to honoring their guarantees and commitments, ensuring customer satisfaction. Customers have expressed their satisfaction with the warranty service provided by A&E Factory Service.

Product Selection:

A&E Factory Service offers a wide range of products for purchase. They have popular brands and models available, catering to various customer preferences. Customers appreciate the variety of options available, ensuring that they can find the right product to meet their specific needs. The company also provides assistance in selecting the right product, ensuring that customers make informed decisions.

Website Experience:

The website of A&E Factory Service is user-friendly and easy to navigate. Customers can easily find relevant information about services and products, making it convenient to explore their options. The online appointment scheduling functionality is efficient and convenient, allowing customers to book appointments at their convenience. Contact information and support channels are clearly displayed, ensuring easy access to assistance.

Overall Customer Satisfaction:

A&E Factory Service has received positive ratings and feedback from previous customers. Overall, customers are highly satisfied with the service provided by the company. They are likely to recommend the service to others, highlighting the positive experiences they have had. A&E Factory Service consistently delivers exceptional customer experiences, ensuring customer satisfaction across multiple interactions.

Industry Reputation:

A&E Factory Service has a strong reputation within the industry. The company has received recognition and awards for their outstanding service. Reviews and ratings from industry experts and publications further validate their reputation. A&E Factory Service stands out among competitors in terms of reputation and customer satisfaction, solidifying their position as a trusted and reliable service provider.

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Contact A&E Factory Service customer service

Phone number

+1 (800) 905-9505

Website

www.aefactoryservice.com

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