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A&E Factory Service

A&E Factory Service review: Horrible service! 206

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12:00 am EDT
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A tale about A&E Factory Service - more accurately know as A&E Factory NON-Service - for a Whirlpool Dryer in Raleigh, NC.

On Sept 6, an A&E technician is dispatched to our home by Whirlpool Warranty Service to diagnose a problem with our $900 Whirlpool dryer that is less than 1 year old. The technician says the electronic control needs to be replaced, but does not have the part, and will have it ordered immediately. A&E calls back later that day to inform us that the part is not available, has been ordered and should arrive in 10 days! I'm under a lot of pressure here, because a major reason for my investing in this dryer is it's high-capacity, which is crucially important to my family of ten. 10 days! But, aren't they "Factory" service? How hard is it to get this part?

On day 6 (Sep 12), A&E calls back and says it will be at least 5 more days for the part to arrive! Thus commences the lies and misinformation. I had serious doubts A&E had actually ordered this part as they could not provide me any tracking information. You see, this is chump warranty work, and I was a LOW, LOW priority.

So, on Wed, Sep 13, I called A&E trying to find out why it is so hard to get this part, only to be hurried off the phone with the obligatory response of, "It is out of our control. When the part comes in we will set up an appointment to replace it." So, I go on the internet - knowing nothing about obtaining Whirlpool dryer parts - and in less than 10 minutes have found the part readily available through several vendors. I call A&E and let them know, BUT of course, they have a "process" they must follow - mind you, not a desire to provide fast service. So, I call Whirlpool, whom A&E are contracted by. Alas, Whirlpool parts center has 39 in stock and they will express ship the part. So, I teleconference A&E and Whirlpool (partners, eh?) and attempt to assist A&E in getting the part to me right away. You see, if I acquired it myself, I would have to pay for it. Only A&E could order it from Whirlpool.

I call back the next day (Thu, Sep 14), but am unable to confirm through A&E operator if the part was ordered, and am given an appointment for Sept 27th, just in case the part comes in by then. The operator tells me she has no way to confirm if the part is ordered. Wow, they care - NOT! So, Friday the 15th I pursue A&E again and remind them that the part is at Whirlpool and can be expressed shipped if only they would call to order it. The first thing the A&E operator mentions is that they will not pay for express shipping. Five extra dollars to a company the size of A&E is too much, when my business means so little. After much pursuit, the A&E operator obliges me by setting up the repair appointment for Tues, Sep 19th. Well, that is what she told me, anyway. That same day (Fri, 9/15), I also call Whirlpool customer service to see if they will help ensure that A&E orders the part from them and would they please express ship it. The Whirlpool representative seems glad to help and leads me to believe I can receive the part by Monday.

I call A&E on Monday to see if the part is on its way, and to see if I have the appointment on Tuesday. Well, it really should be no surprise that without calling me, A&E cancelled the Tuesday appointment because they knew they had not ordered the part yet! Wow! Another call to Whirlpool on Tues, Sep 19, to get them to act on my behalf with A&E and get them to order the part leads me to believe that the part is finally ordered because the Whirlpool agent says it will definitely be at my home on Thu, Sep 21. I call A&E again to get an earlier appointment than Sep 27th. I am grudgingly given an appointment for Friday afternoon, Sep 22nd.

A&E calls my wife on Thursday, 9/21, around 3pm to see if the part has arrived. Sadly, my wife tells the truth and says, "no". The A&E operator instructs my wife to call by the end of the day to confirm whether or not the part arrives, but gives no deadline. My wife calls A&E at about 4:30pm when the part arrived only to find out that A&E canceled the appointment without notice and will not reschedule. A&E was dead-determined to keep the Sep 27th appointment, no matter what.

No matter how much pleading and explaining I did when I called back on Friday morning, I could not get any other appointment other than Sep 27th - 3 weeks after the problem was diagnosed as being a problem with a part that takes 2 days to get and 5 minutes to install! Furthermore, the A&E operator tries to pretend that I never had an appointment for Fri, 9/22, that it was always - and only - for Wed, 9/27. Later, in the same conversation she slips by mentioning that my wife caused the problem by failing to return their call on time the previous day. I retort, that if I never had an appointment for this day (Fri, 9/22), then why did we get a call from A&E the day before inquiring about the arrival of the part? She was tongue tied and said, of course, there was nothing she could do. She then thanked me for my business and ended the call.

I cannot stand the thought of giving A&E any business, so a light bulb finally goes off in my head. On Monday, Sep 25th, I call Whirlpool and ask if there is anyone else I can go through to get this part installed. The Whirlpool agent calls me back in 10 minutes to inform me that I have an appointment with another service provider in Raleigh who will be there the next morning to install the part. And, like magic, a technician from Mr. Appliance arrives to install the part.

Apr 29, 2010 9:41 am EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Dear DanMary,

We are sorry to read about the service you have received from A&E Factory Service. When contacting our office we make it our goal to service your product in a timely manner and to exceed our customer’s expectations. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly. In addition, please include the screen name used to post here so we can reference to your case.

Thank you,

David V.
Senior Case Manager
A&E Solutions
Sep 14, 2011 11:14 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Dear #1desertdweller:

I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the Kitchenaid Ice Maker is listed under and we will contact you directly. In addition please include your screen name (#1desertdweller) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
A&E Solutions Team
A&E Cares
Aug 04, 2016 7:50 am EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Dear Julandy:

I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the refrigerator is listed under and we will contact you directly. In addition please include your screen name (Julandy) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Susan R.
A&E Solutions Team
A&E Cares
Jan 16, 2012 11:25 pm EST
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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To bluethunder12,
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you. My name is Stephanie and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the washer is listed under and we will contact you directly. In addition please include your screen name bluethunder12 in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,
Stephanie L.
A&E Solutions Team
A&E Cares
Sep 21, 2012 1:31 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Dear Jdebikim,

I also noticed your post on other websites and wanted reach out to you here as well. Please accept our apologies for the service appointment failure. We certainly understand that a 4 hour window frame is very time consuming and then to be running late can be very overwhelming and irritating. We would like to speak with you about the service appointment as well as discuss your concerns further and to also make sure that the service was completed.
At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (appliance) is listed under and we will contact you directly. In addition please include your screen name (Jdebikim) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,
Misty H.
A&E Solutions Team
A&E Cares
Sep 17, 2013 4:48 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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They made me an unhappy camper,

My name is David with our A&E Solutions team. I came across this post and wanted to reach out to you. We are truly sorry that you service experience did not meet expectations. If you are in need of assistance, we would be happy to contact you directly. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the service is listed under and we will contact you directly. In addition please include your screen name (They made me an unhappy camper) in your email for reference to your issue.

Thank you,

David W.
A&E Solutions Team
A&E Cares
Sep 25, 2013 12:59 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Pissed Off Customer23,
We are indeed sorry for the trouble you are experiencing with our repair service. It’s clear that we have failed to meet your expectations with service. We would like to speak with you about the situation that took place to assist the issue to the best of our abilities. Please send the following information – contact #, screen name (Pissed Off Customer23), phone # used at time of purchase to AEservice@aefactoryservice.com and we will be in touch to address further. We look forward to hearing from you soon.

Thank you,

Liz R.

A&E Solutions Team
A&E Cares
Sep 25, 2013 1:01 pm EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Horrible Customer Service23,

Thank you for bringing this matter to our attention. We are sorry that you have had trouble with your recent appointment. We can only imagine how frustrating and aggravating this situation must have been for you. We would like to speak with you further to see if we can be of assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the (range) is listed under and we will contact you directly. In addition please include your screen name (Horrible Customer23) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Liz R.

A&E Solutions Team

A&E Cares
Nov 06, 2013 11:29 am EST
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Totally Ticked Off,

We apologize for the troubles you’ve experienced with your furnace repair. We would like the opportunity to contact you directly to discuss this situation and assist in addressing your concerns. At your convenience please contact our office at AEservice@aefactoryservice.com. In the email please provide us with a contact number and the phone number the service is listed under and we will contact you directly. In addition please include your screen name (Totally Ticked Off) in your email for reference to your issue. We hope to speak with your soon.

Thank you,
David W.
A&E Solutions Team
A&E Cares
Aug 01, 2016 5:29 am EDT
A&E Factory Service customer support contacts
Phone numbers
Address

1560 Cable Ranch Rd, Bldg A, San Antonio, TX, 78245, US

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Fed Up in LA,

My name is David with our A&E Solutions Team. I came across you post and wanted to reach out to offer our assistance. We are truly sorry for the frustration caused by the repair service for your washer. If you are in need of assistance, we would be happy to contact you directly and assist in addressing your concerns. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the washer is listed under and we will contact you directly. In addition please include your screen name (Fed Up in LA) in your email for reference to your issue. We look forward to talking to you soon.

Thank you,

David W.
A&E Solutions Team
A&E Cares
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

206 comments
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madladie
Mesquite, US
Jan 09, 2011 2:38 am EST
Verified customer This comment was posted by a verified customer. Learn more

I couldn't agree more with you. I am going through the exact same thing as we speak. Something need to be done about this company. I will never refer anyone to them at all.

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jennifer in raleigh
Raleigh, US
Jan 05, 2011 7:52 pm EST

I agree with most of the above, A&E is the worst company I have ever dealt with. Patrick above who calls us whining obviously has no need for anything clean in his house, hate to see what it looks like. 10+ days is not acceptable repair time for a major appliance for any realistic household, and any company who thinks it is should not be used by competitive manufactures such as Whirlpool. My experience with A&E and post experience with Whirlpool mean Whirlpool will not be getting my future business.

Just to tell the short story about what happened, my Whirlpool HE washer lost its bin(yes, that bin that speeds around at some huge rpm did come detached, scary!). It is 8 months old and Whirlpool scheduled an appt about 6 days out with A&E. They were supposed to arrive between 1-5 yesterday. They called at 4PM saying they would be there between 4:30-5. 5:30 still not here, I called them, they said the tech would call me back. 6:30 no call back. I called Whirlpool who patched me back thru to them, where someone answered but did not speak, I only had background noise. I called Whirlpool back, they got someone who said their computers were down all day and they could not contact me. Hm, how did they call me at 4PM and acknowledge my service call at 5:30 if there computers were down all day? Nothing like being lied to to really get me mad...

Anyway, I asked Whirlpool for a different company since A&E obviously is not reliable, they next appt. they could get me was next week, which would mean my washer was out of order for two weeks. Now for Patrick, I would like to ask, do you own two weeks of clothes? if not, do you have time to take you and your families wash to the laundry mat and pay to have it washed while sitting in there rather then spending time with friends and family? When you just spend 1100$ on an appliance, is it not reasonable to expect it to be repaired within a week to 10 days? It will be 10 days before anyone even looks at mine, and lord knows how much longer to actually fix it, assuming it is fixable since its in pieces. And do you think Whirlpool or A&E will reimburse me for my time off from work for the no show appt and external cleaning costs? LOL, I can barely get them to admit there is a problem, Whirlpool says they cannot control the external vendors, but hey, from the posts above, they have to realize at this point that A&E is a serious problem and it's causing them to lose customers, so why don't they do something about it?

SearsCare
SearsCare
Chicago, US
Oct 13, 2010 10:56 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Dear john auzenne,

I'm terribly sorry to hear about your disappointing experience with A&E repair service. I'm sure being without a dishwasher is inconvenient enough, but the trouble you encountered with your repair only furthered the feelings I'm sure. When we service your appliances, it is our goal to exceed your expectations; we've obviously let you down. I'm Scott, and I'm with A&E Solutions. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the dishwasher is listed under and we will contact you directly. In addition please include your screen name (john auzenne) in your email so we can reference to your posting.

Thank you,

Scott J.
A&E Cares

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NJ hammer
, US
Oct 06, 2010 3:36 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Bought a Whirlpool Washer just over 2 yrs ago. Now will not fill. Called Whirlpool, of the services they push, 3 of them have "F" ratings with NJ BBB, one has a "C-". AE Factory has no rating do I went with them. Made appointment for TODAY at 1 EST. It is now 4:45 PM and nothing. Called AE, clearly a sweatshop and they tell me they cannot get in touch with the technician but sent him a note.

I WILL NEVER BUY A WHIRLPOOL APPLIANCE EVER AGAIN IN MY LIFE, PERIOD. 2 GODDAMN YEARS AND A $1000 WASHER NO LONGER WORKS AND THEIR PREFERRED SERVICE PROVIDERS ARE NOT TRUSTWORTHY. PATHETIC EXCUSE FOR A COMPANY.

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johnob06
Lawrence, US
Sep 23, 2010 5:12 pm EDT

This company is a joke, came to fix my dishwasher less than 6 months old, the apt was at 12-5 and they didnt show up till 630 which wasted a day i could have been working, said it was the motherboard which they had to order and it took 10 days, called me to see if i received it and set an apt to finish the job, sat there all day and didnt receive a call or service, they called me when i was at school and work every 5 mins, i finally answer after stepping out and told them i cant talk, repeated to call me and when i answered again it was a robot telling me to call them, i got about 10 voice mails of those a day, called the company twice and spoke to someone to tell them i didnt even want them to contact me anymore and i still cant get off the robot voice mails 10 times a day. The most worthless company ever. Im going to pay to have a real company fix it not under warranty.

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Dianne L dianne@Fields
Freeport, US
Aug 04, 2010 6:31 pm EDT

July 3 A and E was supposed to be at my house between 1 and 5, took day off work and waited...nothing...called Whirlpool and they checked and said a tech would call me right away. He called all right at 8 o'clock that night..VCalled to reschedule and told the lady that I would not take another day off work. She said I could have first appointment in AM. They left me a message that they would be here between 1 abd 5 tomorrow. Called again and explained that I was spposed to have the first appointment, He said no and that was the only time available. Told him to forget it. Called Whirlpool back and they weren't too nice either. Gave me a name of a local repair. Why didnt they do that in the first place?Day 6 and no repair yet...I think I won't be buying anything Whirlpool again...

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pageva
Falls Church, US
Aug 02, 2010 8:17 am EDT
Verified customer This comment was posted by a verified customer. Learn more

A&E should be put out of business. My Kitchen Aid dishwasher stopped working 5 weeks ago. The repairman came out and didn't have the part - had to be ordered. I've made 2 appointments for a serviceman to come out and install but he never showed up on either occasion. Now a reputable company told me that they would not touch a problem created by A&E. LOUSY! LOUSY! service. DO NOT USE.

SearsCare
SearsCare
Chicago, US
Jul 01, 2010 8:03 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Dear Chestnut916,

We came across your posting and wanted to reach out and offer assistance. We are sorry to hear about the service you have received from our team and we apologize for frustration this has caused you. We would appreciate the opportunity to assist you resolve this matter. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly. In addition please include your screen name (Chestnut916) in your email so we can reference to your posting.

Thank you,

David V.
A&E Cares

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DanMary
Chicago, US
Apr 20, 2010 9:08 am EDT

and then it was finally fixed but after 2 loads...there is a leak and the agitator squeaks...

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Bedgar2705
Mansfield, US
Mar 29, 2010 8:02 pm EDT

Dont judge the whole company by one person... A & E is known all over the united states

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Bedgar2705
Mansfield, US
Mar 29, 2010 7:52 pm EDT

Whirlpool owns them! Kitchen aid is a over rated piece of equipment that has its problems. A & E are not to blame for Kitchen Aids faults. Kitchen aid makes the worst equipment ever that is hard to diagnose...Otherwise they would have their own people to work on them...Think about it. My husband says he works on more Kitchen aid than any other brand!

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Bedgar2705
Mansfield, US
Mar 29, 2010 7:46 pm EDT

I did not have a problem with A & E. if you call a company of that nature, you are going to pay for the knowledge. They have to drive to your home which takes gas and wear and tear on their vans...They also have to pay for the techs time. I agree sometimes you might get a bad tech but if you will call them back again, I bet they would send you out someone else. Common knowledge...If you call someone to take care of something like that then expect to pay the price. They have to stay in business. lets see you do it for less !

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Larry Bowers
Round Rock, US
Feb 17, 2010 4:25 pm EST

I have a Kenmore Dryer that would run for about 10min. before shutting down. Wait for a half hour and start back up for 10 min. Call A & E Factory Service to find out that it would be 2 1/2 weeks before they would have a repairman out to fix the issue. The repairman stayed for about 45 min. before he said it will be down for parts. Close to 3/4 of what it cost for the machine brand new. Home Shield approved it so I waited and waited. Parts came in 1 week after they ordered them but they didn't show for another week. The repairmen got here, which was a Thursday, and after 1/2 hr. later he said the parts are not the issue that we need to order more parts ( EMERGENCY ORDER) and he would take the Drum, motor mounts, bearing holder and bearings and send them back. He also told us that he would be back out as soon as the parts came in to give him a call. We got the parts on Monday and so I called him. No answer! Called Sears A & E and after 3 times of being hung up on I finally got through. They said that it would be 2 weeks before anyone can show up and then I got hung up on again. Called Home Shield and let them see what they can do because I was getting no where. A Very Disappointed Customer and will never buy or use Sears or A & E again! This is the worst I've been treated as a customer ever.

Larry Bowers

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sftbmom
, US
Dec 26, 2009 9:38 pm EST

I am fed up with A&E factory services, on december 23rd I called to set up an appointment with them to come out and fix my washer which has a 2 year warranty on it.They said that they would be out on Sat Dec 26 between 1and 5 pm.Well on Dec 26 the Tech called at 12:32 to say that he was on his way and that my washer was not under warranty and that it would cost around a$120.00 or so for him to look at it and another couple hundred for it to be fixed.I explained to him that it was purchased in July 2008 and was under a 2 year warranty but he kept saying that it wasnt so I put my husband on the phone and he talked to the guy and said that we would pay for the repair but that we would get our money back because of the fact that it was under warranty.Well with out so much as a phone call to us the Tech canceled our repair order and we waited around for over 2 hours for him to show up.finaly my husband called the company to see when the Tech was going to show and that is when we found out that the repair order had been canceled.We've called whirlpool and they said that they were going to get in touch with A&E and kept my husband on the phone while they did Well A&E said they would send the Tech out on Wed Dec30th but my husband told them that that was no good so they said that they would get him out to our house within 45min to an hour well here it is 10:34 at night and still no tech and our whole Saturaday has been interrupted waiting for a no show company. So my advice to everyone is do not use A&E Factory Services

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Kendra Scott
Lake Ann, US
Dec 21, 2009 3:05 pm EST

Its all been stated in the above complaints.. I would be rewriting what most have written, HORRIBLE SREVICE, HORRIBLE ATTITUDES, will never by anything that they would have to service again... Think twice people, for some of us finding another provder does not exsist if you do have a choice on who does your service call, pick anyone but A&E.
Kendra Scott

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Hate A&E
Jatuwa, US
Dec 11, 2009 12:37 pm EST

Join us for the lawsuit. Stay put.

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luay
Cleveland Heights, US
Dec 10, 2009 4:12 pm EST

A&E is and will be out of business with such behavior. I took off work 1-5 waiting for them, they called at 4:55 to reschdule. Stay away form them.

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AngyMagicChefCustomer
Washington, US
Nov 01, 2009 8:36 pm EST

I want to echo all the complaints here. I have been waiting nearly six weeks to get my crappy Magic Chef refrigerator fixed by A&E. The comedy of errors is way to long to relate here but suffice it to say the customer service department is terrible at setting expectations and has NO ability to communicate with the other parts of the organiztion. The information they've given me is almost always wrong or misleading.

I found on two separate occassions, parts were "back ordered" even when they were readily available at the manufacturer. This is because A&E uses third party parts suppliers and NOT the main manufacturer to source parts. So if you find an available part on your own (I'm sure few customers spend the time to do this) is doesn't matter because A&E insists they need to order from their supplier, even if it results in a significant delay. This stupid rule has delayed the repair of my refrigerator by two weeks.

I don't even want to go into the half dozen or so scheduling snafus that have happened that have already caused me to take off two days of work, and the refrigerator is STILL NOT FIXED.

A&E has terrible internal information processing controls and is not customer focused. Avoid them and manufacturers that use them. This has been the worst customer service experience I have ever had.

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KERN234
Pittsburgh, US
Oct 31, 2009 11:34 am EDT

F.Y.I. TO EVERYBODY,
I WORKED BOTH FOR A&E FACTORY SERVICE AND FOR MAYTAG AS A FIELD SERVICE TECHNICIAN. I HOPE EVERYONE KNOWS BY NOW THAT WHIRLPOOL BOUGHT OUT MAYTAG SOME YEARS AGO, CLOSED THE MAYTAG FACTORY AND JUST KEPT ALL OF THE MAYTAG BRAND NAMES...THEY ARE ALL MADE BY WHIRLPOOL, JUST WITH THE NAME TAG CHANGE ON THE APPLIANCE. ALSO, A&E FACTORY SERVICE UPPER MANAGEMENT HAS AN ATTUIDE OF ' WE ARE SEAR'S, WE DON'T NEED YOUR SALE OR CARE ABOUT YOUR PROBLEM AFTER THE SALE, WE HAVE 10 MORE CUSTOMERS WHO WILL BUY FROM US" SEAR'S HAS OR HAD A 20% OWNERSHIP, WITH WHIRLPOOL HAVING 80% OWNERSHIP IN A&E FACTORY SERVICE. THE TECHS ARE OVERSCHEDULED FOR THE AMOUNT OF CALLS THEY ARE REQUIRED TO COMPLETE IN A DAY. I AM SO GLAD I DON'T WORK FOR A&E FACTORY ANYMORE...THE COMPANY SUCKS AND I DON'T HAVE TO PUT UP WITH ALL THE LIES THEY TELL THE CUSTOMER.

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darren mccloskey
yonkers, US
Sep 27, 2009 12:40 pm EDT

My situation started one year ago Ice build up on back wall of freezer. Tech comes and says it is the fan blade.He installs part and one week later same problem. They come again next guy replaces door gasket. one week later same problem. I now leave the freezer alone. It freezes and fridge is cold. One year later the fridge is not getting cold, fan is not blowing. Of course the ice froze the motor.
They come out and replace fan motor, I tell the tech this wont resolve problem with ice . He knows better and says yes it will. The tech also tells me as soon as the part comes call they will make an emergency call..Part comes and i call him personally nothing he does not answer. I call main number they tell me they have Availability to come on Thursday it is now Monday. I reply my food is going to go bad. The response I get is that is our availability is on Thursday. I am desperate so i agree. One week later what a surprise ice again. Another tech comes and tells me the ice is normal. So i call for a different tech. Next one comes and tells me i have freezer turn on high and it should be in the middle. My response is that's like telling me i cant turn my stove on high or it will blow up. One week later i have ice another tech comes he tells me he is going to put a check valve in drain tube he calls me on the phone 1 hour after he leaves and tells me he is going to put and insulation blanket in the back Wall of freezer. Tech is supposed to show up on Saturday I have a family party, So i have a friend at my house . Tech calls me he will be at my house in a 45 minutes . I get a call from a&e main number shortly after saying he was at my house and know one was there i signal to my wife for her cell phone as i am talking to him i dial tech cell number one ring voice mail the phone is off i called that number the rest of the Day AND ONE RING VOICE MAIL. the MAN I AM TALKING TO TELLS ME HE IS GOING TO CALL HIM i ALREADY DID. He tells me he talk to him and he has finished work for the day. I could not get though but he could . i tell him i was calling him and i could not get him. The man then tells me I need to be a better customer and not act this way . I was showing frustration toward him. I said what he then replies again to be a better customer i then told him i want his supervisor he says he doesn't have one i said your the CEO he says no . i then says every one has a boos. he says he is the highest. he puts me on hold and hangs up the phone.On Monday i get a call from a&e telling me sorry and they will be there tomorrow. Tech comes out tells me right away that this wont resolve the problem. All the food is out of freezer while he is talking to his support group ( Food is defrosting) At least 1/2 hour goes by he is telling me he ordering a different part. # days later part comes in . What a surprize it is the same part as last guy ordered. Now today 9/22/09 tech call i miss call at 746 751 i call back number he doesn't answer 4-5 calls he then calls me saying he missed my call . we talk he says he already changed his schedule and is going someplace else first. I told him that was unacceptable. I then called main number they told me some time today he will be at my house.
The tech came today and told me he did not think this would resolve the issue . he installed insulation blanket and left.
Well five days later i have ice again. I dont know what to do at this point...

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i do believe
Charlotte, US
Sep 22, 2009 11:12 am EDT

Well I used A & E on several occasions for fridge, washer and dryer. They were their on time and fixed my problem with no issues.

Thanks for the great service I recieved.

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mikeo57
Royersford, US
Sep 15, 2009 7:53 am EDT

Called A&E to double check my appointment. It is good that I did. The address that they had I have not lived at in 9 years. Call them 2 days before to make sure they have your correct address.

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JB19012
1117 Coventry Ave, US
Aug 29, 2009 10:43 pm EDT

While are technician was nice, he wasn't too bright and neither was the home office. The tech ordered the wrong part and the home office could never manage to send the part in a suitable container to keep it from breaking (this is a $300+ part, mind you). After 3 tries, we gave up, called a local guy who fixed our oven in a single service call with a small, simple part. We're through with A&E, I assure you. Such a shame they get by with this. Don't be the next victim.

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give a s---
San Antonio, US
Aug 19, 2009 7:42 pm EDT

A&E teach your techs how to park their vans in such a way that the ### end of the vehicle is not obstructing other people's ability to park in their own driveway. Due to the ineptness of your employee i now have a dent in my custom van that i have managed to keep from any damage for over 2 years. Might i suggest you refresh your employee's parking skills that drives van #56719 on 08-18-09 to include right of way to others, and not just his ease of access to do his work. Lack of respect and professionalism. Could only imagine what work ethics your employees have. Sorry sir just here for a paycheck. Piss poor! Will never do business with this company. Yes i know. You could care less. STATUS QUO! Right?

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SanjanaPanj
, US
Jul 13, 2009 9:38 am EDT

I totally agree! Never use them! I called them for a broken KitchenAid Dishwasher. On my first appointment, they called 5 times to confirm we are home, and we kept saying, yes we are. 2 hours later, no one there. On calling them, they said we have to reschedule because we were NOT home! I got another appointment after 4 days! Then they ordered the part and I got my 2nd appointment. The technician came downstairs, called me and mentioned that he cant find parking. I told him we have a quater paid parking, he said we dont pay. He said someone from the company will call back. They called and said I have to reschedule because he cant find parking! Can you believe that? I was so furious, I offered to pay the parking. They charged 180 dollars and they cant afford 50 cents for parking! So, 7 minutes after the technician was in my building, I had offered to pay parking and I asked the technician to come back. And guess what? He was OUT of the area and I was asked to reschedule!
Horrible service! NEVER again will I call them.

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pitol
Secaucus, US
Jul 09, 2009 3:06 pm EDT

I agree...they have horrible service ...completely non professional !

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Chris Polk
Augusta, US
Aug 12, 2016 6:23 am EDT

I am contacting you on behalf of Electrolux Major Appliances in relation to your posting on www.complaintsboard.com. I would like to apologize for the difficulty you have had with your appliance. I would appreciate the opportunity to discuss this issue with you so that I can personally look in to this matter in order to do so please send me your contact information, and the best time to contact you. I would also need your model and serial number and a file number if available, so that I can research this matter? Again I regret the disappointment with your appliance and look forward to resolving this issue with you.

Sincerely
Chris Polk
Escalation Specialist
Electrolux Major Appliances
chris.polk@electrolux.com

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kenny
, US
Jun 11, 2009 7:30 pm EDT

Also in Raleigh is a good company called Wake Appliance Repair I used them several times before we moved out of NC 2 years ago. Small company with no uniforms or company trucks but who cares, I just wanted my stuff fixed and they always delivered.

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Gayle Stroffe
Canyon Lake, US
Jun 08, 2009 10:10 pm EDT

Horrible sevice... It is now 5:43p.m. and my appointment was between 1:00p.m. and 5:00p.m. This will be the second time they have tried to fix my dryer. I have paid them approximately FIVE HUNDRED DOLLARS. I an have called there service 3 times today and they still say they are coming. It is now 5:47p.m. and they still haven't called to say they are on there way . I will never never ever buy anything from Sears our use this service again.

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slider
Lincoln, US
May 24, 2009 6:15 pm EDT

Our new refridgerator stopped going into the defrost mode. Like others, we had to wait for the part. Finally the tech arrived to install the part. A few days later we noticed things weren't keeping cold in the fridge, the freezer was working fine. Today when I poured a glass of sour milk I decided to take a look myself. I know how to use a screwdriver ;^) I took off the cover in the back of the freezer and just as I suspected, the vent tube that lets cold air to the lower part of the fridge was blocked. The tech replaced the foam insert incorrectly and it blocked the flow. Now if that's their way of getting another service call charge from Whirlpool or just plain inexperienced stupidity, I don't know for sure. A&E owes me for a gallon of milk. and they can also pay ME for the service call.

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Kent
Coatsburg, US
Apr 15, 2009 11:06 am EDT

A&E is the worst organized company that I have dealt with. But the major companies that contract with them are just as guilty of bad service. If an appliance is under warrenty, the customer should only have to make one phone call and it should be taken care of.
Right now our washer has been setting full of water for a month and a half, and I will not make another appointment with a&e, or will they be allowed back on my property.

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2smiths
Mayville, US
Apr 02, 2009 8:14 am EDT

This is my experience:
Sunday 5/8/08 – Checked GE Website for warranty information
No GE service available in 53050 zip code. Called American Home Shield (AHS). Explained that the refrigerator is only 3 months old, I was sure it was under warranty, but GE did not have service technicians in the area. She advised that Sear’s services the area and set up an appointment for Monday.

Monday 5/9/08 – Sears came out and diagnosed that the refrigerator defrost unit is not heating properly, but that he would not be the one to repair it since it is under warranty. While the technician was there I called the GE number he was given by his contacts. This GE phone number had a menu choice for appliances less than one year old. I called this number while the technician was still there. The technician took the phone and explained the diagnosis. GE told me that AE (another division of Sears) was the company that needed to come out and make the repair.

I called AE and scheduled an appointment for 1-5 PM on Tuesday, May 20th.

Tuesday 5/20/08 at 11 am – was called by AE and told that while they scheduled the appointment, they do not have an appointment open. We rescheduled for Wednesday May 21.

Wednesday 5/21/08 – Technician came out. He was not aware the refrigerator had already been diagnosed. He diagnosed the issue himself and determined he did not have the part with him to repair the issue. He ordered the part for emergency delivery on Saturday. I called GE to discuss my disappointment and that I felt they should be able to Fed Ex the part next day and have the technician come out on Friday. I went through several levels of customer service agents that insisted there was nothing they could do before finding one that made this happen.

Thursday 5/22/08 – part arrived

Friday 5/23/08 – technician arrived to install the part (heating element). When he tested the existing heating element he found it did work and determined the problem must be something else. He defrosted the internal part of the freezer, ordered another board and set up another appointment for Saturday, May 31th.

Sunday 3/29/09 – came home to ice cream melted all down the freezer. Everything in the freezer was ruined and had to be thrown out.

Monday 3/30/09 – the refrigerator was delivered the third week in March 2008, so I called GE appliance to schedule an appointment under warranty. The woman I spoke to told me it was out of warranty and there was nothing that could be done. I explained that I had purchased the refrigerator on 3/9/09, but it was not delivered for 3 weeks and it hadn’t worked for another 3 weeks of the year I had had it. She snapped that she could not do anything about it that it was out of warranty and I would have to pay for any repairs.

I called the GE consumer hotline. The woman I spoke to there was very understanding and said because I had been having problems all year, she would have it repaired under warranty. She scheduled an appointment with AE on Tuesday March 31, 2009.

Tuesday March 31, 2009 – The appointment was scheduled for between 1pm and 5 pm. I called around noon to see if they could tell me where on the route I was so I could manage my day at work. They told me they would send a note to routing and they would get back to me. They never called. I called back at 2:30 pm and they said the technician would be to my house next.

The technician looked over the refrigerator and could not diagnose it. He stated that he did not have any experience on GE appliances. He called and scheduled an appointment for Wednesday April 1, 2009 for another technician to come out.

Wednesday April 1, 2009 - The appointment was scheduled for between 1pm and 5 pm. I called around 11 am to see if they could tell me where on the route I was so I could manage my day at work. He confirmed the appointment and told me he would send a note to routing and they would get back to me. I explained that they told me that on Tuesday, but the routing group did not call back. I asked if they could call the routing group to get an answer. He stated that he could not do that because their procedure was to send routing a note and routing calls us back. I explained that the procedure does not work because routing does not call the customer back and asked him again to call routing. I asked if his supervisor could call routing. The call was elevated to the supervisor. She confirmed the appointment was between 1 and 5 pm, but told me she could not call the routing department either.

At 4 pm I called AE again to see when the technician would be out. She looked at the appointment and told me to hold on while she called the routing group. About 15 minutes later she came back on the phone to tell me that while I had an appointment scheduled for the day they never scheduled a technician to come out to the appointment. The next available appointment she had would be Friday afternoon.

At this point I have been without a refrigerator for 6 days.

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joesou
Buena Park, US
Mar 29, 2009 1:57 am EDT

I read your comments: You should know about their back ground. Maytag Service Technician no longer exist. A&E Factory Service took over Maytag. Do you remember Mogomerry Co? Guess what A&E Factory service took over. Some of comments I read It seems you got lazy tech. There is lazy tech out there, who does not care about the work they do. Tenician can buy part from local store if they stock it and repair on same day. Once tech ordered parts and you want parts to be delivered within 3 days, call manufacture, sometimes they sent parts out very next day.

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I HAVE NEVER BEEN SO INSULTED
Chul, US
Feb 26, 2009 3:54 pm EST
Verified customer This comment was posted by a verified customer. Learn more

HORRIBLE, HORRIBLE, RUDE, RUDE!

Recently our dryer stopped working. All of the lights would come on but it would not start. We tracked down AE Factory Service & scheduled a home visit. We waited 5 days for this to happen. Once the technician arrived, he quickly ran through the dryer & said that he could not diagnose the issue. He then spent 40 minutes on the phone with his "help desk" only for them to "advise" us to change out our control panel, which of course he had to order. We were required to pay for this part in advance as well as the home visit fee, which we did. Per AE, the part was to be delivered to our home & we would need to schedule a second home visit once we had the part in hand. By the time we received the part it was ANOTHER 7 days, then add on 4 more days to wait for AE's return. The second technician installed the ordered part only to find that it was not the issue. He took an additional FEW minutes, took our dryer apart completely, put it back together & magically it turned on. He then advised us that we would be refunded the cost of the part and that we should receive a check within 2 weeks, it took 3 and when it arrived it was not made out to the check writer (my boyfriend, the homeowner) but rather with my LAST NAME ONLY since I was the person that had called the request in. Funny thing is that my bank will not cash this check & my bf's bank will not take a 3rd party check. I called back to AE to inquire about getting another check sent out & spoke to the RUDEST little girl who explained to me that "she could infact not put me in touch with the billing department and that they would return my call in ANOTHER 7-10 BUSINESS DAYS. I insisted on speaking with her manager, who did call me back only to tell me that after speaking with the billing department IN ANOTHER 7-10 BUSINESS DAYS, they would clarify details that the Rude Little Girl had already obtained from me & THEN POSSIBLY CUT ANOTHER CHECK WITH IN...YEP YOU GUESSED IT...7-10 BUSINESS DAYS. So, in all I guess I will have waited for nearly a month for them to come twice, work once, charge me for a part that I DIDNT NEED & approximately 2 MORE MONTHS to receive my money back. And BTW, they will not budge on any of the labor. I will be charged for the 40 minutes of time that the first technician spent on the phone with his HELP DESK.

DO NOT USE AE FACTORY SERVICE. They are rude, slow & do not care one bit about customer retention or for that matter, issue resolution.

Furthermore, if your home is not new, I highly suggest getting a maintenance insurance plan. This is not the same as homeowners insurance. It will cover all repairs for simple house fee of $60. This is imperative. There are several companies that you can choose from & you want to make sure that they do not dispatch AE when they send out a vendor.

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Elizabeth Martini
Cincinnati, US
Jun 03, 2016 8:07 am EDT

Strongly agree. I am going on 6 weeks with no washer. This problem is a direct result of faulty installation of parts in June 2008 from A nd E factory service. I finally get a rep out here and get parts ordered only to be told a week later that the technician placed the order but the rep receiving the order marked it as a solved case so no parts were even ordered! The A and E tech apologises for this and again orders the parts... the parts came within the week...so we schedule a service call and get a call the day of service expecting them to cancel because of a very bad snowfall/ice storm in Ohio and to our surprise they are calling to tell me we still need one more part and it is on back order. So far we have 4 parts and are still waiting for the fifth part! it's been 1 week and 2 days since that call so i call to check on the back order and was told from A and E that I need to talk with whirlpool so I do and find out today that they had it listed as a dishwasher not a washing machine! So I clear that up real quick! and then whirlpool explains that they no longer make the bracket for my washer. Well no one from whirlpool informed A and E about that and if I hadn't called to find out well let's say we'd be headed into 7 or 8 weeks and I need my washer now! so whirlpool suggests i call a local parts company but A and E needs to pay for that part not me so I see if A and E would they tell me whirlpool should so i call whirlpool and they say no way it's A and E so I call A and E and explain it in English and they say they will not call the local distributor but rather search in their national data base for the part. No one can tell me how long that will take.
All they say is I will receive the part once it gets shipped... but hey they may never find it and no one will ever know and ... this is beyond ridiculous and stupid! I asked if I could get a call into the rep who is responsible for the service order and they said there was no way that could happen as service reps get notified only for service orders so i said schedule me a service order so i could speak with him this coming Monday they said they won't do that because no service orders are scheduled when a part is on back order... which who even knows if there will even be a bracket on back order for our washer. this will be my 6th weekend doing the wash for a family of 6 at the laundromat and quite frankly I'm beyond fed up with this extremely poor service from
A and E Factory Repair. there has to be a better way and more accountability between whirlpool and A and E. whirpool could have informed them they don't make the bracket anymore so A and E could have done their national search and got the part to mee by now. there needs to be weekly follow up on all orders to track them and make sure they get to where they are supposed to be. 6 weeks of waiting for basically nothing is beyond acceptable it is totally ridiculous. I wish I knew whose attention to write a letter to in that company.Their service and lack of communication is beyond poor. If i hadn't played check up i'd of had no way of knowing any of this information.

Beth
Ohio.

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trainman327
HdG, US
Jan 24, 2009 4:32 pm EST

Our initial call to have service on a 4 year old Maytag refrigerator was on 1/7/09. There were not able to come out until 1/13/09. They new before coming that the compressor had gone up, but still came with no parts. They were in the house for 10 minutes and said “YUP it’s the compressor, I’ll order the parts and come back when they are here.”

Friday, 1/23 the second service visit was made to repair or Maytag Refrigerator. After leaving and the unit running for many hours, we could smell something unusual. A visitor to the home quickly identified a strange odor, so figuring it was the refrigerant from the refrigerator I turned the unit off. We could here hissing from the back of the unit. Removing the panel I could easily identify that one solder joint on the low-pressure side of the compressor was leaking.

I called immediately for service and was told that I would have to call after 6:00 am Central time Saturday morning to schedule another visit. Saturday, 7:10 am Eastern I called to set up another repair service. I was told that someone would should out today and the technician would be calling soon. At 10:00 I called and I was told we are in the schedule and that a message was sent to call us ASAP and give us and estimated time of arrival. At 2:15 I called and I was told that the technician was called and a message was left on his cell phone to call ASAP and if I do not hear from him in an hour to call back. At 3:20 I called back and I was put on hold for 16 minutes and when a Supervisor got on the line I was told I was never on the schedule for Saturday but was scheduled for Wednesday. She indicated that all of the information that I was given earlier in the day was not accurate and that she would try to have someone out on Monday but cannot guarantee anything. She also scheduled a service call for Saturday 1/31 as well just in case.

Since at this point both visits have not resulted in a working unit and the people I have talked to thus far have not given me the same, correct, accurate, consistent, truthful and/or trustworthy information I do not trust anything I here. I am trying everything I can to GET MY FREDG FIXED. But they seen unwilling to do what it takes to get the job done. Where is the customer service?

We have been without a refrigerator since our initial call to Maytag on 1/5/09. That is 18 days without it! TOTALLY UNACCEPTABLE!

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PKSpence
Murfreesboro, US
Jan 07, 2009 3:15 pm EST

I've got a service call into A&E for this Friday between 1 & 5pm for warranty work on a Whirlpool microwave that's about 7-months old. I'll let you all know how that shakes out. The other 2-vendors in my area have 8-hour windows. A&E is the only one with a 4-hour window. *fingers crossed*

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Morriss
, US
Jan 07, 2009 2:07 pm EST

I am stuck in quicksand with these people. First they fail to show up for an appointment. Then they reschedule and show up and order a part. I wait three weeks for a part that was supposed to arrive at my home in a week and call them. They told me that the order was canceled by them. They do not know by whom or why. I ask that a manger call me. No return calls. I would NEVER use them nor purchase anything that they have to provide the service for.

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Supersunken
Cupertino, US
Dec 11, 2008 2:36 am EST
Verified customer This comment was posted by a verified customer. Learn more

A&E Sucks! My Kitchenaid fridge is leaking as the pan is pretty much over flowing with water. The guy comes out and says there's a crack in the drip pan...I ask him how a crack just happens and he says it does...he spends like 45 min trying to remove the drip pan...inspects it and says it looks fine, then he checks the tubes, tells me to run water through it and he says no leaks. Tells me to plug back in my fridge and call them again if my fridge starts leaking again. He charges me $110 basically for poking around. They are absolutely CLUELESS! I don't know much about fridges but I can pretty much have figured that out myself. The guy tells me he's been repairing for 20 years...he seems like he just started this...I'd be fired from my job now if I performed on my job like the way he did with 20 years behind me. Wasted my time and money...I'd rather find a reliable appliance service through yelp. I've already been without a fridge for a week and now going on two weeks. Within 48 hours the drip pan is already over flowing again. You'd figure with someone who's been fixing appliances for 20 years he'd run across this before. AND He cuts himself..I offer him a band aid and he declines...instead he bleeds on my kitchen floor which I have to wipe up later.

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bajaskier
Fond du Lac, US
Nov 12, 2008 1:10 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Take them to small claims court.