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.