A&E Factory Service
reviews and complaints

No idea how this company has any star rating. It is the absolute worst customer experience I have ever had in my life! They are not only inadequately trained or capable. They actually try to gaslight you on what is or is not broken. They literally caused a leak in my house and stated they would be back the next day. Not only did they not show up, but when I call the toll free number with the issue they said the earliest they could come back out was 2 weeks later. Did I tell you they left a water leak in my house? Technician said he never replaced a door before so was trying to figure it out...He DIDNT figure out and had no help to call. Just left it and was gone!

I called LG customer service for warranty service on an LG refrigerator they setup an appointment with A & E Factory service Thursday July 29th 2021.

The previous day the local A & E factory service calls and states that LG warranty service was not on the A & E list and that they could still make a service call. When it came to July 29th schedule service the service technician said he would have to charge us because it was not a LG warranty scheduled call.

Obviously it seem like a scam to me and I have called LG and reschedule with a reputable appliance service company. So, I soo disappointed with A & E Factory service.

They didn't change my address gave them my new address he went to old address he called but I have a call privation on my phone so it went to voicemail I didn't hear a beep on my phone and called back 1 he later the man told me he knocked and rang doorbell that when he told me the old address now I have to wait till aug 5 to get washer fixed when I called 4 times back the lady hung up on me I need my washer I have 4 kids and my washer been down for 2 weeks it not my fault the lady didn't change my address

I was double charged by the A&E service tech and they wont refund our money back. They fixed the refrigerator but are stealing our money. This has been going on for 3 months.

I had an appointment for 3/01/2021 for my stove top. The service tech came and after doing his analysis. He said he thought he knew what the problem was. He had to go get a part from the warehouse and he'd be back to replace it. He came back after picking up the part, and realized that the part he thought was needed, didn't fix the problem. So, he replaced the new part back with my old part and ordered the correct part for me. He said it could take up to 3 weeks to come in and once I get it, call back and get a tech to come out and replace it. I paid him via credit card $145.39. He showed me my balance would be $175.49. Instead, I received a bill for $282.53 and I'm not sure why. I've made numerous attempts to reach someone there to inquire why it's over $100 more and it's impossible to speak to someone who can help me. I get the run around for everyone - numbers that don't lead to anyone that can help me. I've even their contact me link on their website. After I input my information and submit, it doesn't go through. I've tried numerous times and it went through once. I got an email from them stating that someone would get back to me, but nobody ever does. I'm so frustrated.
Please reach out to me so I can get this resolved. My number is [protected].

A&E was assigned by LG to replace a control panel on my new Dishwasher. After two weeks and ordering the wrong parts twice I finally called LG and asked them to reassign this service request to another company. In other words, A&E was not able to repair my dishwasher. Very sad.

I had a serve technician come out on Saturday to repair my refrigerator. The technician came in plug it in looked at it a few minutes and said it was fixed.
It was not. I am currently selling the location and when I went back on Monday night the frig was warm and so was the freezer.
I called Tuesday morning spoke to a customer rep and they told me they could send a technician back and that I would not need to pay the initial fee again since it was the same issue.

From your web site.
>

They scheduled it for Wednesday between 1-5. I took the day off work and was at the condo by 1pm. At 1:15 the technician called me and said he would be there between 3 and 5 and that there is a 79$ charge for the call. I explained that the service rep said it would be free and that it says this on the web site. He continued to tell me I would need to pay and that it was not the same issue. I asked to speak to his manager. He told me know but said he would call him and then call me back but it would not change anything. He called back in a few minutes and told me his boss agreed I had to pay 79$. I asked for his bosses name and number He refused to give it to me. He kept saying I needed to call 1-800-905-9505.
I finally got off the phone with him and called. Talked to a service rep and they agreed it should be fee and said they would text him.
At just after 3 another guy called me (A and E home services) . He said My technician told me you don't want him to come to your home. I told him I did want him to come but he was saying he would charge me and that I should not be charged. He said that the policy to charge people the 79$. I told him that I has called customer serve twice and both times they said it would be free. His response was "I don't care what they told you they don't know what they are talking about" I also pointed out the 90 day warranty on the web site. He still told me I was going to owe them 79$. I asked him for his name he refused to give it to me. When I asked for it again he hung up on me.
I called customer serve back talked to a third customer service representative. They again told me that there should be no fee for them to come. I asked them to refund my original money because I did not feel comfortable having anyone who had lied to me and try to cheat me come and look at my refrigerator. They agreed to refund the money.

I will never use this service again.

A & E Factory Service was assigned to me from Home Warranty of America. I filed a claim because our microwave is broken. The technician, who did not have a name badge, microwaved a cup of water to diagnose the problem. It goes snap, crackle and pop, and then smells like an electrical fire. He types up the estimate for repair and tells me it will be $558.48. I questioned the high repair cost for a microwave that costs $334.95 at Home Depot (later to find out it is $279 on Amazon). He didn't expect me to question that I guess, and was basically like, why do you care, you only have to pay the $100 deductible. I asked for his Supervisor and he refused to give me their name or contact information. He came to the home at 10:00 a.m. and left at 10:19 a.m. I called HWA and he called HWA. I found out later that he told HWA that I was "rude", and refused to pay the deductible. This is a lie because I was never given an invoice and I was never asked for money. He said that "Sears would send me a bill". He sat outside my house from 10:19 a.m. I called A & E Factory Service to make a complaint about the experience. He was still outside my house at 10:55 a.m. With the customer service person on the phone with me, I went outside to ask him why he is still there. He said he was finishing up and he is parked on my street. I found out his name is Tri. This Technician was dispatched from Greensboro, NC.

They are terrible. Two days in a row they did not show up for a scheduled appointment between 1 and 5. The weather was fine. The appt was confirmed via text and email both days. No one called, no one messaged, no one arrived. When I called customer service all they said was "sorry for the inconvenience." They did not really care. And they offered no assistance. They could not ell me why no one showed up. They could not promise that someone WOULD ever show up. I told them that they should be ashamed to work for such a terrible company and provide such terrible service and that they should go find a job at a decent reputable company. There are plenty of repair services out there - use anyone else but these people.

Failed to show for service appointment . I've had 6 appointment times and tech only showed for one. Ordered part on that visit on 12-23-20 and said he would return on 12-29-20. Failed to show and no reschedule. I called for reschedule for 1-20. Contacted A&E on morning of 1-20-21 and con firmed appointment. Tech was no show
Worst service available. Will not purchase another appliance with A&E as warranty service

Have 5-year optional warranty on Lowes washer stack unit/ it breaks / they send out a and e/ this genius pulls a part of washer, sits in his truck for 50 mins and then just leaves without a word/ all this after tracking dirt in my condo/ I call service center next day and they tell me its marked as service repair completed and there isn't any replacement part on order! Now I go w/o washer for another 2 weeks because these dumdums can't be professional/ do not use these guys!

Ray would not offer solutions. He is not a problem solver. He came at 11;40.  
1. A+E is Non communicative company.  Had no information about the problem - water pouring out of the machine and only had info that it was a stackable unit.  It is not a stackable unit. He did not have the parts for this machine anyway. I waited 3 weeks for this appointment someone couldve trouble shot this waste of everyone's time. . ZERO STAR service (service is the wrong word for your Sears company) I see complaints all over the internet about A & E all over the country.
1. I had to offer to move the dryer because he couldn't gain access to the back of the washer.  I did move the dryer as it's very light.
2. Ray said it was mouse problem and took a photo and said he would send it.  He did not send the photo.  I called [protected] and spoke with James supervisor who said he would get him to send it to me.
 3. Ray said he couldn't order part or install it  if I paid for the part and a return visit because it would void the warranty. It could be another part I need and he can't be sure cause he wouldn't take the part out  to see if there was a clamp or the pump was damaged..   There were NO mouse droppings on the floor.
4. Covid- He did not wear gloves, he stunk from cigarettes and perfumed products.  I can't get his stink out of my laundry room.
5. I will call a more professional company.  I do not want to use A&E ever again.  I have a 5 year warranty and will not use A & E.  It's a BOGUS company and will write to BBB and the internet and the news as others have.

Consider this a complaint and escalate this to someone who can make a difference

I have tried to call several times and got nowhere 2 twice now they called me emailed me and gave me appointments and twice it was canceled not by me but by a&e appliance the last time I got a call from customer service telling me they can't get the parts anymore they were discontinued so not I has an appointment today they canceled the one today and gave me one for december 2nd between 8am -12 noon this is the third time now I spoke with Lyla this morning and she gave me an id # to get my dishwasher replaces no one would help me I called back 5 time and spoke to idiots asking for a supervisor and the girl I spoke with 10 minutes ago told me all the supervisors were busy talking to customer I wonder why I asked to have a supervisor call me back and they said they don't do that this doesn't make sense

A & E Factory Service sends technician to house has no idea how to read Samsung codes I had to show him how to go to Samsung website and list the code and the model number to find out what it meant like I told them when I called it was a bad motherboard they said a motherboard out a day and a half later before the technician left my house he asked me if I could pull the washing machine out due to the fact that the 550 lb monstrosity I had a couple friends come over and we moved it to an area where he could disassemble the entire back of the machine on the scheduled service date a technician showed up at my house what did the washing machine which I had pulled out for them by by the request this technician said I'm not touching it it's not hooked up and walked out I have been hung up on seven times by the customer service I was told at noontime a supervisor would be calling me back in 30 minutes 5 hours later it still hasn't happened and they are now closed out of the seven times I have called customer service I have been hung up on every time the last time one of their employees forgot to hang the phone up before he talked and he said just f****** hang up the phone I received a text message telling me that I have to stay home again in another three days for their technician to come out these people are an unprofessional joke and I truly hope that companies like Lowe's and Home Depot review their accounts for them and get away from these people and a word to the wise stay away from Samsung products their junk

I usually have something good to say in writing a review, but not with A&E! My LG 3 years old refrigerator's compressor died a month ago and I was given aan appointment of October 2 for repair. No one showed up and I called A&E to find out where my techician was and they advised me that they had no technician available today and the soonest they could get me scheduled was the October 24th. Despite 2 lengthy discussions no one could help! No one could even tell why I hadn't been contacted! They offer no service and their review are awful; id you make a service appointment, Good Luck!

I contacted my home warranty company about my dishwasher and fridge issues. A service tech was sent, diagnosed the issues and ordered the parts to be sent to my house. I received all parts and scheduled a time for them to be installed. On the day the repair was to be done, I cleaned out my freezer of all foods and shelving and cleaned it perfectly so he would be able to easily and quickly repair it. A different tech was sent, looked at the parts and acted like he didn't know what to do. Then he asked me what was wrong with my dishwasher. I told him other than the fact that it wasn't washing my dishes, I couldn't tell him. I told him the fridge was leaking from the freezer. I told him the 1st service tech diagnosed and ordered the parts and they just needed to be installed. He kept texting on his phone and didn't look at me. I asked him if he knew how to install the parts because he seemed to be confused. He threatened me by saying, "Be careful what you say." I live alone and did not like his tone so went to my bedroom to call his company and my warranty company on my other line. While in there, he stole all of the parts I was sent for the repairs and left without a word. I was finding out on the phone that a different tech was being sent for the freezer which was not told to me by the one at my house but now I didn't have a part for that either. Then I found out the tech had canceled my other appt for the freezer and closed both claims. If I could rate this company a 0 I would gladly.

LG setup appointment for the 8/26/2020 with A&E Factory Service, my refrig has been out since June this year and stop working 6 days after I got it installed, I have tried calling A&E and get put on hold all the time and this time I was on hold for over 40 min, I stall don't know if the repairman is going to show up or not, how can I find out if the repair is going to be done.

First Visit- End of March 2020- Food freezing up, loud noise. Had same problems three years prior so knew that a panel was frozen. Technician Todd came and "messed around" before saying he had to order a part. Next appointment scheduled for two weeks. Part arrived next day. Three days later refrigerator noise very loud, temperature in fridge was very warm and ice maker stopped working

Second Visit: April 10th. Technician was Kenny who had fixed the fridge three years prior. Replaced the part and fridge worked fine. Checked ice maker to ensure it was set properly. On April 11th there was still no ice. Went on line and did the self check and re-set. Still no ice. Called for another appointment

Third Visit: April 17th. Talked to Technician Kenny on the phone. He said we most likely needed a new ice maker. New appointment for May 1at, Ice maker ordered and received April 22nd.

Fourth Visit: May 1st. Technician Kenny installed new ice maker, set it and heard it fill with water. He said to expect ice in two hours. No ice in the ice maker. Called on May 4th for another appointment. Told Lowe's we were upset with A and E. They said they would file a complaint. Gave me the number to complain to supervisor which I did. Awaiting another appointment on May 7th

My appointment today is for 8am-12noon. I call you to determine when the tech would be by my house as I am inconvenienced by having to be home for the service from work. I get from the person on the phone that the tech will be by between 9 -11. GREAT, come 11am I call back. NOW, I get, the tech will be there 11-12. I ask When was someone going to call me to tell me. Nothing, I ask to speak to a manager and get transferred to a number that has been disconnected. You have terrible service and I will ask Samsung not to pay you and delete you from their database. I am also creating a complaint with the BBB.

Technician that sears sent out diagnosed a leak on 8/7/2019 . He tapped into the system said it is definitely a leak and it will be $508 to put in a Die dryer. Then it would be that or maybe more to come back and leak check and replace whatever part is leaking. This refrigerator is only 1.5 years old. I won't pay this much to fix it. I had a different company out. They had to fix the drier that A&E damaged by tapping into it. They charged the unit to factory settings and found that there is no leak but the board is bad. You guys tried to take me for over $1, 000 and then you would have charged me God knows how much for that board. I have kept all the parts and for when I decide how I should proceed with this. At minimum I should get the Diagnostics fee I paid back. At most you should pay the invoice I paid to fix the leak you caused by tapping into the system. $200.