A&E Factory Service review: Horrible service! 206

Well, we needed to call for repair on our appliance that was under ES warranty. The Warranty provider set us up with A&E factory svc. I called on a Friday & the appt. was set for Monday btwn 12n-5. Got a confirmation call Sun. night from A&E they would be here @ those times. #pm on Mon. I get a message (b/c I stepped outside for a few) @ 3pm saying NO available svc rep scheduled for the area to call back to reachedule. I was upset then, but I called & theyrescheduled for Wed from 1p-5p. I asked why I was not notified sooner about the late call.No answer. SO today I was again waiting for the 1-5 appt. time. I got a confirmation the eve. before & I even called this am to verify as the previous scheduler said I should do? As of 12n I was still set up for service. SO @ 3:55 pm, no call. still no show, I decided to call. The 1800 # person who answered said"you didnt get a call yet?" No I said & she said I was on the list she would check it out. She got on the line & said they have not svc. techs in your area today. I nearly flipped I was tranferred to a customer relations gent. who was very nice, & said I should have been place on priority from the no show Monday. He tx me to the regional router-Nicki!? She wanted to schedule me for next week & when I went through how angry I was I wasted 2 days, she basically said, a huge lie, "oh Iwas just gonna call to cx-we have no one in area." Then I did flip. She then sadid "oh he was on his way but then had decided he had to go to the ER, " "while he was on his way?" I said then what happened to him calling like you guys said would happen 1/2 hr before? She said "Oh, we did try your phone was busy" I sadi that is a lie! I have call waiting & I had given my cell as an alternate #, which also has call waiting. " She totally lied & I lost it. I told her next week, a full week later was unacceptable & she said"Good Luck ... & hung Up!" They SUCKKKKKKKKKK ! Don't ever use them!Totally unreliable & I am reporting them to anyone & everyone I can. In ths day and age she should be happy to be working but now I hope she loses her job-she deserves to .DOn't use this A&E factory service co.! I don't know how they stay in business!

This isn`t my first bad experience with A&E . I pay for a service contract for all my appliances, A&E is who they assign to fix my frigidaire dishwasher.I called to have my dishwasher repaired last year. First they send someone out to see what the repair problem is, then they order parts & reschedule.

The service tech that they sent was so bad, that the machine had more things wrong after he fixed than before.It took 5-6 service caslls for my machine to be fixed. They finally had to send a different service tech to complete the job.

One year later the same machine isn`t working again, with the same problems. I called my service contract provider & requested a repair appointment, specifying that I did not want the same service tech I was sent last year & I gave his name. We made the appointment & the request was noted.

On 5/6/11 the day of appt. which I took the day off from work for, I recieved a call at 12 noon saying that the service man that I didn`t want was the one in my area today, would I like to rescheduleto another day when he isn`t working in my area.needless to say I rescheduled to 5/10/11.

on 5/10/11 my appt. window was 12-5pm. By 4:45pm the service tech still hadn`t come nor called, so I called A&E. They said he was running late, would I like him to call & let me know when he would be arriving? Naturally I said YES. At 5:25pm I still hadn`t received a call, so I called A&E AGAIN, telling them the tech still hadn`t called me, thay said that he could be upto 1 hour & 45 mins. late, but they would contact him to call me.

It is now 7:15 still no service tech. I call A&E for the 3rd TIME, wanting to know what was going on, they told me that I was rescheduled for 5/17/11, because the service tech today was the one that I didn`t want. I told them that I took off from work for the 2nd time, waited home from 12-7:15pm, made 3 calls to A&E, to now find that without my knowledge, that Ihad been rescheduled?!

I demanded to speak to a supv. or manager. When I was connected to this so called supv. I asked who rescheduled me? I`ve called A&E 3 times today & I never spoke of being rescheduled. Her reply was you were automatically rescheduled because the service you didn`t want was the one bin your area today.

By now as you could imagine the top of my head was about ready to blow off. I then asked her what was the purpose of rescheduling fron 5/6/11 to 5/10/11. Her reply was... well we never know until the day of service who the service tech will be for any one area, soyou will alway`s have this problem unless you take who ever we send you.(I guess she was absent the day they were teaching peaople skills). I replied, TAKE WHO EVER YOU SEND ME< I WOULDN`T EVEN OF KNOWN I HAD ANOTHER APPOINTMENT OR WHY< IF I HADN`T OF CALLED BACK!

THE BOTTOM LINE: I lost 2 days salary, stayed home for over 7 hours waiting, didn`t get my machine repaired, was jerked around & lied to all day, and was given an ultimatum by a service provider.

Very poor customer service. They talk over you while you are trying to talk to them. They do not go along with the customer. What happened to the customer is always right. They will not try to work with you. Would rather argue with you instead of just trying to give better cusomer service. We have only had this dishwasher since August and this is the second time it has gone out. The first time the tech ordered the wrong part. They don't even carry the parts. They have to have them delivered to the customers home. Now, we are waiting for the second part to be installed, it was delivered today and we have to wait til Friday to have it installed.

My 9 year old Amana bottom freezer stopped cooling. It had a 10 year warranty on the cooling parts. Called the number in the Amana manual and they sent somebody from Osbornes Appliance in Bellevue,WA. He said there was a leak and they really didn't service Amana warranty due to not getting paid by them. According to him the problem was in the sealed unit.He said for $400 they could spray something that would stop the leak. Yeah right. Taht was on January 22nd.

Called Amana back and they sent A&E Factory service. I told them the problem was in the sealed unit and could they send the right parts. They said the he probably would not have the parts. The guy came on January 27th, he pulled the refer out and opened the back. He took out his sniffer to check for leaks. His batteries were dead so I had to lend him some batteries. Yup, the leak is in the condenser and of course he didn't have the part and had to order it.

Parts came and the next guy shows on February 7th. He opens the freezer unit and opens the back. He says the leak is not in the condenser and he will emergency order the parts. I talk to A&E and they said to get it expedited to call the next morning after the work order is processed. I do that and I'm promised a call back in an hour. Yeah right. A few hours later I talk to a regular person and she tells me the parts will take 4 to 6 business days. That's some emergency, finally I get to talk to a supervisor or tells me there is nothing she can do. I ask her to schedule the appointment in a week, she says she can't do it until the parts get there. I ask her to at least overnight another set of parts, of course she can't do that either. I ask to speak to her supervisor but she says she's in the executive division and there is nobody higher.

What a company! Never call A@E!

A&E has been to my home 4 times now for the same service request. Everytime I schedule an appointment, I'm given a window of time for the tech to arrive; and each time, the tech has been late beyond the window of time. If you schedule service, prepare to take the entire day off from work. I've had to use 4 days of leave from work. Each time someone come to my home to repair my dryer, they don't know what appliance they are there to repair, and I have to explain the problem again. They keep no record of the previous tech's visit. Every tech that has shown, thinks this is the first time that anyone has come to service the appliance. They stay for 5 min then tell me that they need to reschedule because because of various reasons. I really can't comment on the tech's level of skill, because they haven't done anything. They have been rude, disorganized, and unprepared. They've even tried to redirect blame to me for their inadequacies-- telling me that I shouldn't have purchased the dryer; I'm spending to much money on my home remodel. (How would they know what I'm spending?!) If you have the option to use another appliance repair company, do it.

We had a washer & dryer damaged in our move. Our moving company hired this company to repair the damages to BOTH machines. The first call, they came right out to evaluate the damage. They arrived promptly at 8 am, when they promised only 8 to 12 on the schedule. The technician said he did not believe that the dryer needed any attention but he did NOT look at the bottom of the unit, where the damage was reported. He ordered the parts necessary for the replacement of the basin of our washer AND he told us he would be back in exactly a week with a second man to complete the repair. The parts showed up via UPS at our doorstep and were literally so large and heavy that they blocked the front entrance to our house and we could not move them to go in/out that door. Parts arrival: Tuesday. Labor scheduled: Friday. Wednesday night we get a phone call to verify the parts have arrived. We confirmed they had and they promised the two men would come on Friday to do the repair. Thursday evening, we receive an automated phone call telling us that they will be rescheduling our service call. I called the service number and told them that was NOT acceptable. We have a handicapped child that cannot leave our home because the only wheelchair accessible door is blocked by their packaging AND on 2 separate occasions we had been promised they would be there on Friday. So, the two men come in the afternoon on Friday. They check over the parts list to confirm that all have arrived. They had. So, they took apart our functioning machine and began the installation of the new basin. 2 hours into the repair, they tell me that one of the parts is the wrong part. They will have to order the correct one. I said for them to do that and for them to also please order the feet and stabilizing kit for my dryer, which the technician swears upside down and sideways don't need to be replaced because the dryer appears to be level. (The movers had placed a block of wood under the dryer so we could use it.) I explained I knew that they had to be replaced because I had seen the movers remove the one damaged foot and that there was a block under there. He relented and said he would order the feet ... but, again, he never got down and actually LOOKED at the unit. He put the old basin (large stainless steel drum) and various parts inside the box that the new basin had arrived in and he and his helper carried it out ... and then just left! They didn't say when they would be back, when to expect the parts, nothing! I figured they were taking the basin out to their truck and they would be back to tell me these things. When they did not come back, I went out to look for them. They were GONE. Further, and most distressing to me, they had discarded the shipping carton with the enormous and weighty basin in the next door neighbor's lot! We live in a subdivision with an HOA. We haven't been here 2 weeks at that point. So, even though I had recently had steroid shots in my back for compacted L3 and L4 disks, I drug the giant carton back to my house and put it in the garage. The men had also put the "wrong" part back in a box (unsealed) and left it back out on the front porch, presumably to be picked up. We called the service number and demanded they send the men back on Monday to at least put our old pieces back together so we would have a working washer while we waited for the new part to arrive. They agreed. Sunday night, we got the automated phone call again. My husband went ballistic. He called them back and insisted they return no later than Tuesday morning. On Tuesday, the technician who continued to deny the dryer needs repair, came back alone. He looked at the part box, left where he'd dumped it on the porch, and said that it's still the wrong part and he couldn't do anything! I said he could put the old parts back together again and he said that no he could not because he had broken the seals and it would no longer hold water! I asked him to please then come inside and look at the base of my dryer. He refused. I asked him why he discarded the heavy parts in my neighbors lot. He said he had not, that he'd left them next to my driveway (still unacceptable to me) but I insisted he show me where that was ... and it was on the other side of the shrubbery in the neighbors lot and I told him "that is my neighbor's property". He said he didn't know! Like that is somehow acceptable? Meanwhile, I've had 4 days of excruciating back pain thanks to he and his henchman dumping those parts. No apology. Nothing. He had no explanation as to why he didn't double check the parts were correct BEFORE he dismantled my operational machine, putting in 2 hrs of unnecessary labor (for which I am sure they got paid) rendering it permanently inoperable. I told him to at least double check to make sure our 2nd set of parts, including the dryer parts had been ordered. He said he would ... all the while, he was retreating to his van. He left. Later that afternoon, I got a confirmation call from the parts department that our parts had been ordered and were being shipped. The parts arrived on Wednesday. We called and set an appointment for Thursday for a repairman to come and complete the repair job, remembering to tell them that it was a 2-man job because of the weight of the drum. Wednesday evening, we received the automated message again. (It says something to the effect that they have a manpower shortage and will be unable to accomodate us.) This is a washing machine THEY renendered unusable and their parts are causing a safety hazard at the entrance of our home ... oh, and that box with the "wrong" part is STILL sitting on the porch alongside the new ones and the shipping carton with the old basin is in the garage, the new basin is in the garage, and the other piece are stacked like a pile of rubble in the laundry room. (YES, I have pictures of them all!) Again, my husband blows a gasket. A man does call on Friday morning saying he has a work order for our home but, in reading it, he confirms what the job is and informs us that it's a 2-man job and he, himself, is on a limited-weight restriction status for lifting and he has, of course, no partner. He says he will call us back and let us know when THEY can reschedule! I don't freak'n think so! We called the moving company, told them to FIRE this company, and they did! 3 weeks for a repair? It's crazy! 2 weeks is too long to expect your customers to live with an obstructed doorway/safety issue and leaving refuse in neighboring lots, or even the customer's own lot, without their permission/consent is at the very least inconsiderate and dangerous but it is also probably illegal! Further, it caused me pain and suffering! And this installer didn't care one IOTA! Below are photos of how our damaged but operational machine was left after 3 weeks of "work" by the a & e factory service team. We made the moving company come out that day and pick up all the parts ... broken, new, shipping, whatever, and get them out of here. IF YOU ARE CONSIDERING HIRING a & e factory FOR A SERVICE REPAIR: RUN FAST AND RUN FAR! DO NOT PASS GO AND, FOR GOD SAKES, DONT GIVE THEM $200 !

Called these goofs for service, on my Jenn-Air side by side built in refrigerator, third time for same problem none the less. Upon the technicians arrival and a quick two minute inspection, he told me that he knew it was the same issue, could fix it but thta is Manager instructed him not to perform the repair as the SN label (a paper label Jenn-Air places on the upper door frame) was missing. This even though they have worked on it before and the fact that I provided them with the SN as well, Jenn-Air has it on file, they refused service and then told me it was possible that parts were no longer available, the fridge is less than 5 years old.
No follow up, rude responses, lack of fulfilling the customer experience make these guys losers to say the least!

I was scheduled for a home service and i called 5 minutes before 5pm to see if they were running late. I called A&E Factory Services TWICE to see if the technician would still be able to make it. They told me that they will tell the technician to call me for an ETA. He/She never called or came. I called the next day to complain just for them to say that there was a cancellation yesterday (the day of the appointment). I had called 5 minutes before 5pm on the day of appointment and they said they they were still on their way. They were totally ###ting with a nonsense excuse. What horrendous customer service, and overall company commitment to their customers. I hope this is not how they want to run their business in the long run. What a horrible experience.

When my dishwasher started streaming water, I called and made an appointment for A&E Factory Service to come and give me an estimate for repair. That was on a Thursday. The earliest appointment I could get was for Wednesday between 1 and 5. I got a call confirming the appointment on Tuesday evening, and had arranged to work from home (which I never do because it is inconvenient) so that I wouldn't lose time. As noted, they were supposed to come between 1 and 5. At 1:15 my phone rang, and I assumed it would be to tell me that the technician was on his way over. WRONG. Instead, it was an automated voice telling me that I needed to call an 800 number to reschedule my appointment. When I called to find out what was going on, I was told that there was no technician available in my area. I insisted that a technician be sent to my area, and was told that they're not in control of what the servicers do, and was transferred to the "Client Interactions" department. There a woman told me that they had sent a message to the servicer and were again told that there was no technician in the area.. I again insisted that someone be sent to the area, and the best I got was that they would request that if a technician in another area finished their route early, they MIGHT be able to come to me later!. I was asked if I wanted to reschedule just in case, and the earliest appointments availabe were nearly a week away?. I declined and told her that I would simply be calling another company who could be relied upon, . So far, I am waiting to hear if I this mythical out of area technician will be gracing me with his presence, and I have an appointment with a reliable local servicer for Friday|. I will NEVER use A&E Factory Service again.. I was treated rudely and my time was obviously not valuable to them;. My mistake for trusting a large corporation/. Never again.

MISDIONOSIS, SORRY TECHNIANS, POOR CUSTOMER SERVICE TOOK ME A MONTH TO GET A NEW

MAYTAG DISWASHER REPAIRED THE DW HAD A MAJOR RECALL FOR A HEATING ELEMENT BUT THE

CONTROL PANEL WENT OUT BEFORE THAT. SEARS SHOULD BE ASHAME TO BE ASSOCIATED WITH SUCH

WITH A POORLY RUN COMPANY. A&E FACTORY SERVICE SHOULD MAKE THEIR MONEY TODAY

BECAUSE THEY WONT BE AROUND TOMORROW.

JOHN AUZENNE

Two weeks ago A & E was contacted to fix a problem with a two year old Kitchenaid dishwasher. They came in and mis-diagnosed the problem (replaced a control panel that wasn't the problem). Two weeks later and ordering another new part, they discover it was a handle problem. Now 140.00 later and two weeks without a dishwasher, I had an appointment scheduled between 1-5 today to finally repair the crux of the original problem. I called in this morning to find out more specifically when they would show up this afternoon. I was told I was on the end of their route for the day. I went out on my deck to water plants and missed their call which told me that because they couldn't reach me by phone they would take me off their route for the day. I talked to three supervisors about the issue and got no resolution. Had to rearrange my schedule to be available the next day (tomorrow). I would NEVER use these people again and will never buy another SEARS product because of this. This is the most screwed up service I have ever had the unpleasant opportunity to know. Please don't use them or buy SEARS products because of them. I will never buy a Kitchenaid product again either.

Bought a sony LCD tv 7 mths ago and have had problems getting it serviced. The second tech came out after I called when receiving replacement part and found the 2nd replacement board inoperable. Waited 4 weeks for parts, called 4 times and finally arranged an appointment for today the 29th between 8am & noon. As expected...no show. Please, save yourself the hassle and ASK who will be providing service on your newly bought item. If it's A & E, you had better keep shopping. If you search the net you'll see they are up there with the worst of them. After calling today to find out why nobody showed up I was told I'd receive a call within 30 minutes. Anyone care to bet?

I thought perhaps after all the negative reviews especially regarding untimeliness this company would make some effort to provide better service. I had an appointment today for service between 8 and 12. But, 4 hours and now 44 minutes later I am still waiting. The untimeliness is egregious. I am loathe to think about the service and the costs as those were both additional common complaints. Regardless of reasonableness of price I will never use A & E again. Moreover, in addition to never using A & E again, I will never buy another Whirlpool or any other appliance that uses A & E Services for their repairs.

A&E Factory Service has the most horrible reputation for customer service and they deserve this reputation!

I scheduled an appointment for 01/08/08 at between 8am-12pm for them to come out and look at a faulty Whirlpool Dishwasher (Thats only 14 months old)

on the afternoon before they were supposed to come out, they called and said they need to reschedule for between 1pm and 5pm because the technician wont make the original time. We some reluctantly moved some of our own appointments out to accommodate A&E Factory service's request.

5PM came and gone - they were a NO SHOW for the already rescheduled appointment - they wasted 10 hours of my time!

I called them at 5:20PM and asked why are they not here, the person said that the technician is running late and will only be there in maybe an hours time.. I could not wait around any longer as I was now also late for an already rescheduled apointment of my own (whch i had to move because they could not honor the first appointment they had)

They never called to inform us they are running late for the rescheduled service time, they just never show up - They also were not willing to reschedule for the next day - They said they will call me back the next day and try to come out on monday.

monday came and monday went - I called them again on Monday afternoon at 4PM - and asked no one called my back? They refused to come out any earlier and we now have to wait for 7 days past the original appointment until they have a regular schedule opening.

I filed a Better Business Bereau complaing - but looks like they already have a number of outstanding complaints that they never respond on..

After waiting a week for our first appt, we have had an additional 3 service calls in the past 2 and a half weeks; had 3 parts installed and A&E Repair Service has still been unable to repair our Whirlpool Cambrio washer. We have already invested $250 with this group to fix our washer so will stick it out for what I hope is our last interaction with A&E on Monday but it is unacceptable that it takes 4-5 days between appointments for problems that were not fixed in the previous appt. We will NEVER use A&E again and question our relationship with Sears that recommend their service in the first place. This will be many of bad reviews I plan to post.

When I called A&E to arrange a service call, I was told very clearly that the diagnostic fee to determine why my dryer isn't working would be $75 ONLY. No other taxes or fees would be charged, unless I wanted a repair. A & E's number is [protected] in case anyone would like to confirm the sales pitch. I made an appointment and the serviceman said the electric cable attached to the dryer was loose. He did not repair it and told me to call an electrician. He charged me $75 plus an additional $66.24 for a 'client instruct'. For over 6 weeks I have called A&E repeatedly requesting a refund but have been told it is denied. This company appears to provide false information and hope that anyone who complains will simply get tired and go away.

I have had nothing but problems with A & E Factory Service. My brand new Whirpool washing machine has not been working, and the warranty department contacted A&E for repairs. The 1st tech was very professional and adjusted some wiring, and the machine worked for a week. The 2nd tech was in my house for 2 hours and had absolutely no solution since the machine started working again, except to call them when it stopped working (really?). The 3rd tech missed his appointment time by 5 hours, but at least offered to replace some part that would hopefully solve the problem.
THEN the Saturday repair never happened... I waited 5 hours for a tech to show, and when I called at 3:30 to find out when before 5pm the tech would arrive, the rep said she would send a message to the tech and he should be on his way. An hour later I called back after hearing nothing, and it turns out there was a problem with the system and NOBODY was scheduled to come out to my house.
So I reschedule, and have been waiting since 8am for a tech to show. When I called at 11:30 (the appointment was for before noon) the rep said he would send a message to the tech. I wisely said that was unacceptable, and after he got off the phone with routing it turns out that a tech had called in sick, so the next tech could come by between 4:30-5:30.
Do they really except me to wait 10 hours for a technician?
I have never experienced such poor customer service in my entire life. I will never ever let these people handle any repairs. Their schedule system is subpar and the reps constant apologies with no results is unacceptable. I will be returning my washing machine for a different brand.

This company is horrible. I can not begin to describe the job done on my washer and dryer. It's a stackable unit and had to be removed from a closet (I live in a condo) for a valve replacment in the back of the washer. The "repair guy" ended up destroying the dryer vent and used probably a roll of duct tape to "fix" it. Seriously. I've called several times for another repair and they had the nerve to send the same guy out. The only reason why I called them was because they were listed on the Maytag website. I really wished I had checked online before calling them. I've wasted three vacation days on this worthless company. Please read and understand this - DO NOT USE THIS COMPANY!

Technician was scheduled to come out and fix my brand new Bosch Dishwasher, on a Saturday between 1 and 5 pm. waited all day for technician, called customer service @ 4:30pm to see where the technician was and they stated he called left message, NO CALL was received. Customer service was ruded state we should answer the phone when the technician calls, We told him, we never received a call. Only thing to to due was to reschedule the appointment, asked for the his supervisor was hung up on. Called back received another customer service without a clue and started over again with technician left message, stated never called. It is like Ground Hog day, Got a supervisor name in Texas office Robert Galvin, no call from him. I don't think he will, Worst company I have ever dealt with and will never use their service again.

I purchased a washer from Conn's and paid for the extra warranty. On June 24th 2011 we had a scheduled repair between time of 1-5. The technician called me from his cell phone and advised that he was on his way. Once he got here, he looked at the washer and said that a part had to be ordered. He advised us that the part will be in on Wednesday and that he was rescheduling for the 1st of july to come out again and fix the problem same time 1-5. That part was understandable after all, if you don't have the parts you just don't have the parts. Now, here comes the problem, i took off work on the 1st again and waited for the repairman to show up. At around 3 pm i called to comfirm the time and was told that my appointment is set for July 8th not the 1st. I told her that that is not what the technician told me and i would like for her to call him and have him come out. She put me on hold, while i was holding i called the technican on the phone he called me from and asked him was he coming out today because the customer service rep said my appointment time was for the 8th. He said yes, someone will be out today it just won't be me. Now, while Im still holding for the customer service lady to come back on, the call between me and the techinican suddenly got disconnected and of course he doesn't answer when i try to call him back. So the lady tells me that they can not call him and that i was going to take either that Wednesday or Friday there was no other option. I asked to talk to a supervisor and she said she was as high as they come. Now, on today July 5th i took off of work again and waited for the technican to come. At 10:43 he called but as soon as i answered he hung up. I called them right back [protected] and the rep tells me since i didn't answer the phone then they will have to reschedule for Friday between 1-5. My expression was, are you serious. He just called me and i called right back so just tell him to keep coming and that we are here. The rep said ma'am you missed the call so you will be rescheduled. I said to him, if you would just stop arguing with me you can catch him before he leaves the area. No dice, he would not call him. I asked to talk to a supervisor and he put John on the line who was very apologetic but not helpful at all. Needless to say, my washer still is broken and A&E is garbage. I just can't believe all of the complaints they have and they still are not improving on their service. Something has to be done about this company. I made a complaint on BBB but i just don't think that is enough. I found one complaint that has the CEO's address on it but i wonder if that will work because even after that person posted his address there are still complaints against this company.

I will be brief as possible. The repairman has been to my house 6 times and I am over a month without a fridge. They have replaced numerous parts and the last time they came I told them that the supervisor at Lowes stated that all they needed to do was say the fridge couldn't be repaired. The tech however wouldn't listen, of course because each time they are getting $150.00 for showing up, and when I told him he couldn't repair my fridge because he had been here six previous times he printed of a receipt. On the receipt he had stated that I refused to let him look at my fridge, however he had removed the cover and the mother board. I told him he could look at it all he wanted but I wasn't going to sign his receipt stating I wouldn't let him look at it. The funny thing is that if I didn't let him look at it how did he leave his tools in my fridge. I have spoken to Lowe's and they keep telling me all I want to here but they still haven't stepped up to the plate and replaced my fridge. It is quite simple they should replace it and then fight it out with the service company. I as a customer have very little leverage to do anything.

Next time I am offered an extended warranty on an appliance I will make sure that A&E is not the primary provider. Consumers need to tell Lowe's, Home Depot, Sears, Best Buy or any other major retailer they do not want to deal with A&E. This is the only way to put this non-customer oriented company out of business so repairs are done. By qualified local repair business. Talk to you legislator about requiring those who offer extended warranties to be required to reimburse consumers for time lost waiting for repair techs who don't show up and for the inconvenience of delayed repairs. To wait 2 weeks for no one to show up and then have to wait another 2 weeks is ridiculous.

I had them come out last week to fix my Maytag washing machine. He was 45 minutes late. He was supposed to be here between 8 and noon. He charged me $250. It was overflowing. He replaced the belt and said it needed a timer. Which he would have to order. He said it must have been stopped up because it wasn't overflowing when he was there. He didn't fix the problem. Exactly one week later the same thing happened. It flooded my house. I called them to come fix it and they said they would have to close out the first ticket before they could come out. Because they were waiting on a part. They said they could be here the next day between 8 and noon. I called them again. They said they could only call him to see what his eta was. 12:53 pm he calls and said he is 4 miles from my house. He arrives at 1:10 pm. 13 minutes to go 4 miles. Not in this neighborhood. We will see what happens next.

Whirlpool recommended A&E and all they do is OVERCHARGE people ripping them off! 6 months ago they repaired my washer, 6 months later washer is down! they came back out and said the SAME thing is bad and wanted to charge me an OUTSTAND OUTRAGOUS $672.95 AINT no way in *** I would pay them anything like that. total rip offs! I think the man was lying so he could pocket some Christmas money for his kids. They should be shut down! I wouldn't recommend them to a homeless man. DONT USE THIS COMPANY! If you do, get ready to be ripped off! don't trust them they are liers!

I purchased a washing machine and an extended warrenty My glass door broke so I was set up by Lowes to have someone come to my home to repair the door. It is literaly 2 screws to replace it . Well they never showed up because their scheduler had the wrong address to my home. Tech calls me this morning (rude as well as their customer service dept) and says that he could not find my address and there where of course no notes on the bottom of his work order.He said that he was not coming back today. His office calls me back and I asked them to tell me what address they have on my work order. Of course they had it wrong and they want to blame eveyone else instead of saying sorry and we will make sure that we have someone out there today no matter what. that would be great customer service. When I called them back to confirm my appointment I had told them what my address was and they said that it would not pull up, so she said that she would type the correct address at the bottom of the techs notes to say my correct address. I call them back and they tell me that they can have someone come back out on June 20th today is the 10th. They were no help all they wanted to do was argue with me. Where did the old saying go that said the customer is always right and a prority. I guess A & E Factory does not believe in customer service. I would recommend that no one use or even call this company. They really should go out of business. Maybe they should think about going into a field that doesn't have anything to do with talking or even dealing with Customers needs. Apparently this company's Miassion Statement is who cares about customers. I have called back Lowes and they are setting me up with another company that will respond to my needs better. I will advise everyone to think twice before you call A & E Factory Services for any repairs.

I have a Kitchenaid Microwave that quit working after only 6 months. I called Whirlpool and was told to call A&E for service. I called and was given a service appointment for 8/22/07. The technician showed up and said all the internal parts needed to be replaced and placed an order for parts. He told me to call for repair appointment when all parts had been received at my home. I called on September 10th when all parts were received to schedule an appointment to have a technician come out and install the repair parts. I was given an appointment for 9/19/2007 between 8am and 12 noon. I received a call at 10am on 9/19/2007 from their customer service to verify I was at home. I told them I was anxiously awaiting their arrival. Twelve noon came around and no technician. I called customer service who told me no one was home so I would have to re-schedule. I told them no one ever came to my home and that I took the day off work to wait for the technician and to send him out promptly. I was told he was out of the area and I would have to re-schedule. I asked to speak to a supervisor who stated the same thing--their records showed no one home. I told her he lied and that I was there all along and had been called but she said it did not matter I had to re-schedule. I made another appointment for 10/2/2007 between 8am and 12noon. On 10/2/07 I called customer service at 8am to confirm. I was told I was number two on the service route. She stated she would have the technician call and confirm. No call by 9am so I called again. I then was told I would have to hold for a supervisor. I got disconnected and called back again. I then was told I hung up on them. I was connected to a supervisor who said "you are not on any route today!". I couldn't believe my ears. I was clearly upset and she said we are a very big national company and cannot just send someone out just because you took the day off work again! I told her I had all the parts and was going to call someone else more reputable to fix my microwave after 7 weeks and she said the parts belonged to A&E and that I would have to pay for them. I immediately called Whirlpool and asked for another company. I was given the name of a local repair shop who came out in two days an was courteous and fixed the broken microwave. I told Whirlpool that I could not understand how they could contract with such an unprofessional company as A&E and that I had received no service on my microwave.

I Called in for service to my dryer on 3/14/2011 & got an appointment for Tuesday 21st bet. 1:00 & 5:00pm. It was a total waste of a day off. I called a little after 1:00pm on 3/21 to conform my appointment. The representative from A & E assured that someone will be there between the appointed hours. No one called and no one showed. I contacted A & E a little after 5:00 and was informed the appointment was cancelled. I was very upset and requested to speak to a supervisor. I was given a new appointment for 3/24 bet 1:00 & 5:00pm. I was contacted by the A & E Service tech about 1:15pm for conformation. He informed me It was a cash call. I informed him the appliance is under waranty. I informed him that I will contact my warranty company and have everything in order by the time he gets here. he replied ok. I contacted A & E to clear up the matter and was informed my appointment which is scheduled 3/24(today) was cancelled. I was very upset. Now I've wasted two days. I requested to speak to a supervisor. After explaining the situation I was given an appointment for 3/25(friday) bet. 8:00 & 12:00. I contacted my Warranty company (lowe's) and was given an appiontment for 3/29 from 1:00-5:00pm.I informed them that I already have an appointment for 3/25. they informed that it should not be a problem and they make a note to the account. the service appointment was submitted & they told me to contact A & E after an hour and conform that everything's ok. About an hour and fifteen minutes later I contacted A & E. Only to find out that they again cancelled my appointment. Now I'm very upset. I requested to speak to a supervisor. I was told none was available. the A & E Rep. took my # and said a supervisor would call me back. More than 45 minutes went by and no call. I took the liberty of placing that call myself. I explained my situation to the supervisor(Mark) from the beginnin, however, my problem fell on deaf ears. I'm a Radiographer by profession and also work in a service related field. Unprofessional behavior such as this does not belong in any customer service field. Is this how your company makes its money. I was always under the impression that the customer comes FIRST. As it stands I would NEVER recomend A & E to anyone...

How much time off do I need to ask my employer to give me so that A&E Repair can stand me up again. Twice they have been a no-show. No phone call alerting me. When I called, their answer was "No technician was available". That is just the worst type of service you can buy. So do not buy service from them. Go to Sears. They do the same, and always better service and knowledgeable servicemen. They do not deserve your business and they do not do it right. Not the first time, not the second time either.

After taking 3 visits to repair a dryer that was under warranty (for the time I took off work I could have bought a new dryer) I intentionally bought a different brand from a different store to avoid these incompetent jerks, with no luck. My appoint was scheduled for wednesday afternoon and they showed up tuesday morning...then they didn't have the part, because they don't carry parts, they are ordered and delivered to the customers house for them to come back again and "fix". Please tell me why if the washer has an error code to indicate the problem so they know what is wrong when you call for service they can't bring the part with them, that is ridiculous! I can't wait for visit 2 where they tell you it is fixed and it really isn't and won't even look at it again unless you schedule it. From now on I think I will just buy appliances from craigslist and toss them when they break, much less hassle than dealing with these a$$hats.

This company is one of several used by Lowes to provide extended warranty service in this area. Except for the technician, David, I encountered an uncaring attitude with absolutely no recourse offered except to reschedule. Well, no thanks! Did they not show because the tech was sick or the van broke down or some other act of God? NO, because I did not answer the phone when the tech called. Happened to be on another call and didn't recognize the Kentucky area code. I am in middle TN. The tech calls at 01:22, after no answer the dispatcher calls at 01:32 on their [protected] line and leaves a message because I was still on the same important call. I called the dispatcher back at 02:19 and gave up after 5 mins. and called a 2nd time at 01:24. After another 3-4 mins. the dispatcher answered sounding like he just woke up and barely speaking in understandable English. He explained and I explained he simply needed to call the tech and send him back later. When I insisted on good service the dispatcher hung up abruptly. I tried again but I guess it was naptime again.
I will call Lowes and reschedule, but it will not be with A and E. I will definitely complain to Lowes. Really hope the A and E CEO reads all these complaints. May they will make a difference.

Bad customer service, bad technicians who dont know how to fix a washer. First call 12/23 - been out twice - once to figure out what was wrong - 2 weeks later after all parts came in showed up and had not scheudled the appt correct was a two man job and only one showed up. Tried to make we wait another week but finally sent someone from the office to help. Had to wait 24 hours before using washer. Washer now bangs on the glass lid when it spins, called them back to fix and they made me wait several days for the appt then they cancelled my appt without telling me and I waited all day for them to show up. They never have a tech in the area, they do not make a repeat customer after just being fixed a priority. Terrible company - should not be used by an service providers of extended warrentys either. Find another appliance repair company!

A&E Factory Service is the worst company I have ever dealt with. So far they have replaced 3 Maytag dishwasher latches on my new dishwasher and it still does not work They were scheduled to return last week but canceled..Today they were scheduled to return and try another series of parts in order to try to get my new Maytag dishwasher to work. I called twice to check on the arrival the A&E repairmen and was told he is in route to your house. When I called the third time I was told "we are sorry he has quiet for the day but we can reschedule you in a couple days". Tomorrow I call Whirlpool the manufacturer of Maytag and ask that they remove their non working new dishwasher.

This company of Sears holding deserves to be put out of business. I just looked at BBB about this company and they are showing it as A+ even though there are thousands of complaints. This I think has to do with Sears giving people new appliances as hush money. People get a new product and they don't follow up with the BBB. I think a class action suit needs to be brought up against Sears. W/ho wants to join me?

A & E Factory Service is one of the most unresponsive groups of people I've ever had to deal with. I have now had three calls to my house(two were to actually replace parts), and my Kitchen Aid refrigerator is still not working properly. The refrigerator side of the appliance originally was not properly getting the cool air exchange from the freezer side of the unit. The first repair (5/29)replaced the diffuser. This repair did absolutely nothing to resolve the problem, after I paid $305.75 in charges.

On 6/3 another repairman showed up to assess the problem. A thermistor was ordered, but did not show up until late last week. At the same time the repairman did something to allow some cold air to blow into the refrigerator side. This worked well for us for more than two weeks. I paid $97.55 for this visit.

Today (6/19) the repairman installed the thermistor, and apparently waited to make sure it was working. I guess he didn't wait long enough. I paid another $142.37 for this visit. I was told by customer service today that I would have to wait until 6/24 for another appointment. I have no idea what I'm going to do about dealing with the busted refrigerator, which A & E technicians are seemingly incapable of fixing, after spending over $500 for labor and parts, much of which may not have been broken in the first place.

I spoke to one of their customer service people today at about 6 PM, after hours, but since they are a nationally based company with little regard for people's needs, the guy out in Texas couldn't do anything to help me.

The fact that this fridge is supposedly high-quality doesn't seem to faze the people at A & E. I can't believe Whirlpool Corp actually recommends them.

I just went online to find out an address to write a complaint as I am a three time looser with this repair outfit. Each time I am scheduled for service, the tech calls says he is going to be an hour late and I am left waiting for 2-3 hours over my time frame for repair..not only that but when I called to complain I was told I live far away. What does that have to do with a company who schedules repairs as if I am the problem? Anyway needless to say this appliance is brand new Electrolux professional series, the first and the second tech did not fix as the part was needed and than the part ordered was not the right one. Are they all idots! So I now call for service as I was not in the area for serveral months, make appt. 8am-12 noon, told the girl of the last two times with the lateness of tech's and low and behold walla ! one hour before tech is due to arrive, they call and say we are going to be an hour late..here we go again...you think.. So now I have to call the Electrolux warrenty company and try to get some satisfaction.
As for A & E got to wonder with all these bad statements how does this business survive? Well next letter has to go to the consumer complaints, if anyone knows of a better way please post it..Thanks NO THANKS FOR SERVICE A & E !

I never in my life dealed with this kind of poor custumer service. their representatives even laugh @ you when you describe your problem and they do not seem to care either. it is up until now that i have not received fully service after waiting for one month and a half. this company is pure trash and a waste of money and time. sincerely, i will never recomend anybody to do business with this company what so ever. do not deal with rats like these they only want your money and that is all. they had the nerve to cancel service not once not twice but three times.

horrible service...the first tech came out on March 27th to check the problem. He ordered parts and said they would come by UPS...finally got the parts and set up a day for him to come back. Then my husband had a medical emergency resulting in two appointments reassigned, finally we had an appointment for 4/10 in the afternoon. FINALLY at 5:30om the tech calls and says if we received the transmission...I said what transmission...there wasn't an order for one. The tech said, he wasn't going to bother coming out because we didn't have all the parts. I promptly told him that it's their fault and they need to do something. I called the 800# to complain but they couldn't help me.
On Monday, my husband, who is home on sick leave, got a call and was told the techs would be there again between 8-12. They came and used the parts that were there and said, they needed to order the transmission. The tech also said they would be back on Thursday (today) or if we prefer Saturday and to just call the 800# We did and found out again we were lied to. We can't get them out until Monday the 19th in the afternoon. My husband is extremely frustrated. If it weren't for the fact that he is on medical sick leave, one of us would be losing wages simply because of the wait time. That's three days of waiting. We have dirty clothes piling up because it will be three weeks since the initial call. We attempted to contact Sears home office but couldn't. OH and that reminds me...the first call to the original 800# on my contract which is in TEXAS, the guy scheduled me for whatever time it was and then when I called back because the number of the repair service didn't sit right with me, , , , I found out that the guy didn't listen to the address I gave him and thought I was someone in Texas. THAT WAS THE FIRST MISTAKE YOUR CALL CENTER MADE.
We have all the parts and now JUST SIT AND WAIT!
We figured it would have been easier to buy a new washer and have it delivered and installed rather then to deal with your repair service.

Who has this much time to wait...? Because of the first tech not ordering all the parts, we wait.

The worst customer service/support possible. I have had a furnace in the fritz for over 3 weeks now. A&E did a no show on our originally scheduled appointment. Had to wait 2 weeks to get them to come out again. They did another no show on the second appointment. Every time i call them to figure out what's going on, the resources on the phone are zero help. I either get disconnected through their horrible phone system, or the resources themselves offer no value what's so ever. They look at the teleprompter screens, offer no additional ideas to fix the problem, & they can never re-prioritize the technician's schedules (even when it's their error they missed the appointment) - its an absolute joke. This has been the most frustrating service company i have ever worked with. It's a total disappointment and they should be ashamed of who they have working there and how they operate. After this experience, I will never step foot in another Sears again.

Repair tech said he fixed the washing machine.So he ran the washer through its cycle before he left and five minutes later the machine quit running again. I called A&E Factory service five minutes after he left and was told that they would contact the tech and get back to me regarding a time frame for his return. I received no reply! I called the service center again and was told that they could come back another time. The only time that I could be at home without taking another day off work was 10 days later.

If they can't fix my washing machine that I payed extra for an extended warranty. They should work around my schedule.

Can't fix it the first time , Why should I have to take another day off work with out pay?

John Hansen
Antelope, Ca

Not responsive to complaints about scheduling service. Company not concerned about not showing up for appointments, parts ordering mistakes, poor response of supervisors regarding service problems, poor coordination of appointments and information taken by phone operators, etc.