A&E Factory Service
reviews and complaints

I never write reviews, who has time. But I have never had such a terrible experience trying to get service and resolution. repeated dropped calls, refusal to allow me to speak with a supervisor. No clue as to what to do to fix the issue. Parts not ordered, could not follow up with the technician, etc etc. It was a truly terrible experience. I would never give them business in the future. If you have a warrenty issue, and they are the ones assigned by the manufacturer to fix it, request someone else. They are awful, they are so bad, I am not sure why they are still in business.

On August 15, 2016, I have a technician from A & E Factory come to my home to fix a water leakage problem in the Cool/Select Pantry of my refrigerator as well as a sheet of ice underneath this drawer. He cleans out a tube behind the refrigerator and tells me I won't have any more problems. Wrong! More water begins collecting in the same places.

Schedule a week in advance, an appointment for August 26, 2016. That day am told that my appointment is scheduled for 6:00 pm. I say that this is unacceptable for me. Technician tells me to call main office and see if it can be changed. I call and speak with a representative who keeps me on the line while he is supposedly talking to the technician. Returns and tells me the technician will now be at my house between 2:00 - 4:00 which is good for me.

At 2:30 the technician calls me to see if I had my concern resolved and I tell him that I was told that he would be here between 2:00 - 4:00. He tells me "well that's not going to happen" and hangs up on me.

Call A & E back and of course they say that nothing can be done about the time. I had to reschedule and didn't appreciate being lied to, hung up on and wasting time talking to people that can't help you.

I called sears as my mower had a issue> I just got it in May. IT made load growling noise then the blades stopped working thougth maybe the belt broke but it didnt. My brother sharpened blade and looked at it and it work with load noise again for only a short time and blades quit again. So Sears said they would send someone but it would be almost a week. OMG. then the service man came without calling ahead like instructed he started mower said it ran fine and left. Which had nothing to do with the probelm.. I am very very very pissed and now they are making wait almost another week for him to come back it is not my fault your technician can not do his job. Who is going to mow my lawn since it already looks like a jungle and in a week will be completely impossible to mow at all.. You should pay to mow it. this is ridiculous .The techs ID is 0673228 Jeff Oden had he called this all could have been avoided.

They came out and looked at my washing machine, and ordered parts to repair it, scheduled me for an appointment for 7/19 between 8-12. So 7/19 gets hear and the reminder call recording says they will be here between 12-5. Not when I was scheduled, but ok, I can deal with that. 6pm comes around, I call the 800 number and they tell me the tech is working overtime and is still coming. They never show up, no phone call, nothing. I had to call this morning to find out that they rescheduled me for 7/26. They don't call to tell me they are running late, not going to make my scheduled appointment, and that they need to reschedule. They just do nothing. Leave it to me, to contact them and figure out what is going on, from a female with broken English. I am not happy, I get to take another day off work, to sit and wait for them. I would never call them for service. I think they are unprofessional and have very poor customer service. Not sure if they are good at their work, I get to wait another week to find that out. Don't hire them, find someone else. I am stuck, as this is a warranty job.

On June 20, 2016, I called A&E Factory Service and scheduled an appointment for service--I was told it would be one week for repair--Monday June 27, 2016.

Today (6/27/16) I called for a time schedule they would arrive--they had no record of my previous call on 6/20/17. I have a prepaid service agreement though 2017.

Therefore, no one will be coming today.

WHAT IS YOUR PROBLEM?

My gas stove value went bad. I could use whirlpool's service.

I set up an apt A & E Factory Service.

The Apt scheduling process is awful. The email and phone confirmation
have different information. The call center no understands English and is very rude.

The first guy came and had no issue turning the gas off in the kitchen.
He ordered the part I needed.

I set up another appointment having the same confirmation issue.

They kept changing the time, finally someone showed up.
He would not touch the gas was very rude. He printed up a wavier on receipt paper for me to sign. I have never seen this before.
I called A& E to question this. I was put on hold and guy never came back.
Called again. Rude woman could not understand me.
The guy ended up leaving.
I was charged $ 249.00 in advance for work never done!
A & E Factory service is a terrible company.! I am contacting my credit card company for a refund!

Purchased wine cooler May 2013, including extended 3 yr warranty via New Leaf Service Pro Service Plans. Cooler died Dec 2015. First service call 29 Dec 2015. "Tech Rep" showed up with no parts whatsoever. Troubleshot unit and supposedly ordered parts. Second service call scheduled 5 Jan 16, but they claimed not scheduled. Service call scheduled for 26 Jan 26, but cancelled as no parts ordered? 9 Feb 16 service call, finally had parts and installed them. Four days later unit failed again. Another service call 10 Mar 16, no parts brought. Defensive "Tech Rep" claims compressor needs replacement. I called company 18 Mar 16, they had no idea if part ordered. I called again 5 Apr 16, and they pushed me off to New Leaf, who claimed compressor was shipped. I told New Leaf to Cancel shipment and not send part, as I would not waste any more time waiting for incompetent A and E staff; also called Edgestar directly and told them to not ship part. Compressor shows up 7 Apr 16. A and E Service does not communicate well with customer nor New Leaf, or act efficiently; ignores customer service and concerns. I lost 1.5 days' pay waiting for their "Tech Reps" to show up Without Parts - unacceptable. I spoke with 9 individuals concerning this 'service.' All I got was apologies and lip-service. I will also file complaint against New Leaf. I will actively notify public of A and E incompetence, and recommend they avoid this company. I do not expect company to constructively resolve this (i.e., pay me for lost work wages.) This complaint provided as a public service.

My 1ST APPT on 3/31/16, A&E stated that the technician would call 30 prior to coming out to my home, Well, they did not call so I missed them. The 2ND APPT they again came out without calling first, luckily I was home. However they could not do the work because they stated that it was not cover. When they called my company (First American Home Buyers) they told them that it was in fact COVERED. They STILL refused to do the work because they were afraid that they may not get paid. I schedule a 3RD APPT. and the DISHONEST TECHNICIAN sent me an automated call at 8:39am stating that they were on their way out to my house while sitting in my driveway. I was not home so he/she left a note on my door and wrote that he was there at 8:40am. I ask them twice If they could come back that same day because I did not get the 30 min prior notice that was promised to me. I also had my company (First American Home Buyers) to called them as well and see if they could get them to come back out to my home and they REFUSED. This company is a joke. You would be taking a huge, upsetting, completely waste of time risk if you use this company. Extremely poor customer service! Sears you needed to find better contractors because this reflects you as well! (Work order 803213).

I scheduled an appointment with a service tech to look at a range that had two burners that weren't working. He came troubleshot the problem, ordered the parts and gave me a return appointment. I waited and he never showed up. When I called they said that he was over booked and had to wait two weeks. When I called again another person told me that that the part didn't come in that's why they canceled. Not truthful, I will not use them again or recommend to anyone.

I went to the A&E Factory Service repair website and scheduled a repair for my oven. The night before my scheduled repair date, I received two phone messages confirming my appointment for the next day and that a service tech would be out between 8-5. By late afternoon, I called to see when he might be coming out and they stated no one was scheduled to come out and I needed to reschedule for the following week. Since I had to take an unpaid day off from work, I was very upset. I spoke with "Harold"...probably a fake name. He stated someone would call me on my new scheduled date to offer me "compensation", gave me a claim number and that my tech would come after 1pm since I would have to take ANOTHER UNPAID half day.
At 9am, the tech called to say he was on his way...another false promise. Luckily he was able to rearrange his schedule to come later when I could get home. I was never called that morning regarding compensation, so I called in again. Apparently, "Harold" is a liar and there is no compensation for A&E not showing up on an original scheduled date. Being in customer service myself, I would never treat my customers like their time and business didn't matter to our company and not deliver what was promised.

We made an appointment on July 6th for our dryer to be looked at, the technician came, ordered 2 parts, and said the earliest he could come back was the 20th. The evening of the 19th both my husband and I received calls from A&E saying we were the technician's 1st stop and they would arrive by 10 am. On the 20th I called A&E at 10:23 to inquire where our technician was. The first person I spoke with said that he was checking, and the appointment had a slot from 8-12, so someone would still come by 12. I asked to be transferred to a supervisor at which point I reached Evette. Evette informed me that no technician was assigned, and she could reschedule me from Friday, the 24th. I told her we could not wait another 5 days, we stayed home to make this appointment that A&E confirmed twice. She said she might be able to reimburse us for laundry cost only (not time missed from work, or spent going to the laundromat), and after being on the phone for about 30 minutes she hung up on me. I called back. and was told that there was a problem with the route and the technician was not able to come. A&E never called to let me know they weren't coming. They then offered to re-schedule for the 28th, I asked to speak to another supervisor because waiting another 8 days seemed unreasonable, and this supervisor (Camille) hung up on me again. At this point I have been on the phone over an hour. I am upset because A&E scheduled the appointment, A&E confirmed the appointment twice, then didn't show, didn't call to cancel, hung up on me, tried to reschedule for the 24th, then the 28th, then hung up so I don't even know if I have an appointment. Their customer service has been appalling.

I called the number and made an appointment. The repairman came on time at the beginning of the window, got the lucky first call of the day slot. He came in, looked at the washer for 20 minutes and tried to figure out how much to charge us for 40 minutes, making multiple phone calls and using his computer to come to $129. My husband did not know the quote and paid it. I had been told it would be $55 and I thought that was a tad pricey. But $129 is ridiculous to have someone come and tell me my dishwasher is a piece of junk. The customer service was very unhelpful.

(all dates 2014) Washer started leaking on Oct 13. I called Geek Squad on Oct 14. They (i have names) said A&E Factory Service is repair company and earliest repair date is Oct 20 between 8-12. We waited until after 12 and called Geek Squad; they told us that the technician would be there for the next call and wait 15 minutes. We waited 30 mins and called back--we found out at that point that the technician was sick. The next earliest repair time was Oct 24 between 8-12. We received a voice message call on the evening of Oct 23 that said we were the first stop on Oct 24 between 8-10 (why 10 if were the first stop is unk). After 10am on Oct 24 and no technician, we called Geek Squad again. The call center guy (I have a name) was unfriendly and uncooperative--he said our appt was between 8-12, that we were the next in-line, we played the phone message for him--but all that didn't matter and said to call back later. We asked for the supervisor (which took quite a while) and through that discussion we found out that the technician was actually in the hospital! The supervisor routed a technician to us by 2pm that day (Oct 24). We finally have a technician at our house 10 days after the first call. I must stress that inaccurate information is being relayed to us at each turn. Whether is is unintentionally inaccurate or intentional deception I can't say. The technician looked at the washer at about 215EST on Oct 24 and said he he had to order a part and would be delivered in about a week. But the earliest appt time he could setup is on Nov 7! At this point, I'm not holding my breath that 1) the part will be delivered or 2) that the technician will be here on 7 Nov. But if the two miracles occur, that will make my Geek Squad-purchased support plan fix my issue after 3 lost days of work in value, a couple of hours on the phone, and 24 days to repair the washing machine! Horrible, horrible Geek Squad and A&E Factory Service support.

Fridge was leaking, man came to do repair under home depot extended warranty. Fridge still leaked and ruined newly laid flooring. Replaced floor, second repair and door was not installed right, leaving food to thaw. Claim was filed with A & E insurance co., denied claim according to A & E techs report. I had provided photos, documents, receipts etc.

Absolutely the most incompetent company I have ever had the misfortune of dealing with. I strongly advise anyone that might be considering purchasing a warranty to seriously re-consider researching other companies that actually believe in customer service & completing the task in a professional & timely manner. I have had a total of seven service repairs scheduled & completed and I am still left without a functioning washing machine(Samsung).

The worst service I have ever received from a company ever. Over priced, no one knows what they are doing at this company. huge messI called regarding a 2 year old refrigerator that was not cooling properly. Repairman came out, barely looked at the fridge, did not take anything apart, and decided it needed a new evaporator cover, $400 to repair and i needed to wait two weeks until my parts could be delivered to my house and for the appt. The day before my appt comes and I realize I have not received the part. I call a and e and they tell me the part was delivered to somewhere in cleveland and they dont know where. I have to wait until the day of my appt and hope the repair man has it. 2 hours into my appt time slot, I receive a call, my part is at a warehouse in cleveland and supposedly theres no one there and they cant pick up my part. So I reschedule for 5 days later, call the parts department 3 times to try to arrange to get my part somehow, no return phone call . The day before my new appt I demand the repair man pick up my part and I get confirmation of this from a and e. The day of my confirmed appt comes and goes by. I call a and e and they say I dont have an appt scheduled today! It scheduled for next week, an appt I didnt make!At this point I have to cancel the service all together, they've missed 2 appointments, and have no idea what theyre doing. I start all over again with a new company and turns out I need 4 things repaired not just the evaporator cover. So the repair that a and e wanted to do wouldnt have even fixed my fridge. Oh and by the way. The new company repaired 4 things in my fridge for the same cost that a and e wanted to charge to repair and replace 1.

This could be one of the most dysfunctional companies I have ever dealt with. Needed and appliance repaired. Scheduled it. Of course they say...the technician will be there between 8-5! Really great scheduling, you must take a complete day off work to be home. Then, no one showed up, but I did get an automated call saying sorry our technician missed you, no one was at the residence! Really? This has happened 2 times. Finally they came, troubleshot the issue, ordered parts and...called to reschedule visit, but...they did not know what parts were needed and none ordered! Spoke with supervisor and went down his computer prompt responses, still no resolution. Waiting for my repair call today again between 8-5, it is 7:30 pm. Terrible Service or should I say, lack of service!

Our 2 year old microwave had a control problem failure. Samsung gave our info to A & E & they came out to check the microwave last Thursday. The so called "technician" just looked at a book & then called his home office. They said that they could not order the part because they had no concession from Samsung. I immediately got Samsung on the phone...meanwhile the technician leaves. I had even showed him the email that stated that Samsung was covering parts & labor. Samsung said that they called A & E & the part would be ordered & repair set up. I called today just to make sure the part had been ordered...it had not. A & E said that they needed the technician to come back to look at the microwave before he ordered the part. Called Samsung ...they spoke with A & E and said everything was set up & that A & E would be ordering the part, BUT it would not be in for around 2 weeks. I called A & E Resolution line & was told that it should only take 2-3 days for a part. Then she hung up on me. I called the 800 number & they had no record of parts being ordered. Very dissatisfied!

Scheduled appointment for specific repair to KitchenAid Oven. Background - A&E was referred to us by the manufacturer + A&E had been to the house several times with several "fixes" that either failed or were temporary. They knew the specific repair that was to be made. When serviceman arrived, he did not have the necessary part, as he had been misinformed by A&E central office RE the necessary repair. Another appointment was scheduled and we were not charged for the useless 'service call'. It was deemed a "courtesy call". Serviceman, Alan, had been very pleasant and helpful but communications had been spotty, at best, between him and A&E. Worse communications between us and A&E.

Second appointment for this repair was scheduled for today between 8:00am & noon. We received an automated call at 7:15am to inform us that tech was on their way and we were first appointment of the day. By 11:00am, no one had arrived. We called A&E and were told that we had been rescheduled for a later date. CLEARLY, A&E's right-hand has NO CLUE about what their left-hand is doing. All of the other reports (and there are MANY) of A&E's failure to maintain competency and to uphold scheduled appointment times suggest that this unprofessional conduct is "the rule" and not "the exception".

I AM ASTONISHED THAT SO MANY MANUFACTURERS REFER CUSTOMERS TO A&E FACTORY SERVICE. CONSPIRACY & COLLUSION COME TO MIND. FIND ALTERNATIVE SOURCES FOR SERVICE.