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A&E Factory Service
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2.2 318 Reviews

A&E Factory Service Complaints Summary

93 Resolved
221 Unresolved
Our verdict: Engaging with A&E Factory Service, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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A&E Factory Service reviews & complaints 318

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10:59 am EDT
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A&E Factory Service terrible service

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

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Tricia Darby
,
Jun 14, 2007 12:00 am EDT

I have had horrible service from this company. It took 4 service calls to fix my dryer and it still is not right. They have never once shown up on time and Nick the supervisor (#8580) has the worst customer service I have ever experienced. I fully regret ever getting a warranty from them and I fully recommend that you find another warranty company.

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Viola Breen
,
Sep 18, 2007 12:00 am EDT

Add my name to the huge lists of complaints against this Sears owned factory appliance service. Date for repair, time for repair or supervisors in local center either do nor answer call, or holding time on phone more than 18 minutes until THEY hang up. Contracts are simply not worth the paper printed.

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6:42 pm EDT
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A&E Factory Service never come when they are scheduled to

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

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SearsCare
Chicago, US
Mar 19, 2014 8:57 am EDT
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Dear Terrible Appliance Repair Service,
My name is Isaac and I am a member of the A&E Solutions team. I wanted to thank you for sharing your feedback on your most recent A&E service experience. We want to make sure that all of our customers are satisfied with their experience and I can see we have missed the mark in your case. When time permits please provide us with a contact number Name under the account and please include the following screen name I assigned (Terrible Appliance Repair Service), to AEservice@aefactoryservice.com so we can further discuss your concerns.
Thank you,

Isaac D.
A&E Solutions Team

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dmartin001
Kingston, US
Mar 12, 2014 11:50 pm EDT
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I never had an issue with A&E when I had to contact them for service on my LG stack washer/dryer. Maybe it is just in your area. I am in the Hudson Valley in NY

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1:26 pm EDT
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A&E Factory Service incompetence, rudeness, delays

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

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4:16 pm EDT
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A&E Factory Service poor scheduling, missed appointments

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

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

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

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10:46 pm EDT
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A&E Factory Service horid customer service

I have never wrote or published a complaint about anybody or any company online I suppose there is a first for everything. Heed my warning - do not ever use a & e appliance repair! I feel terrible for the employees of the company that are trying to do the right thing, but unfortunately this company is a cesspool of miserable customer service reps. These folks are given a script (Likely based in india) and they do not have answers beyond that one page in front of them. I called three times and I was told that I will not have to pay any additional labor costs beyond the $130 initial diagnosis. Mr. Repairman shows up today and starts throwing out $50 for this, $65 for that... And so on. My wife complained to him, he calls his boss, and unfortunately this is some "new policy". He tells my wife to call customer service and complain and she told him to call customer service! He did, waited on hold (With the worst hold music ever created) , and ended up hanging up after 10 minutes. Kudos to my wife for throwing him out of the house. I'll take my $130 loss, try to sell the new transmission from maytag on ebay, and chalk it up to a bad experience. Maytag/whirlpool should also be embarrassed for trotting out this atrocious warranty support team. I suppose samsung, lg, bosch are eating their lunch and this is what we are left with. In closing, when you call maytag/whirlpool and you get directed to a & e through the automated prompts, hang up the phone and find an alternative repair company. You will sleep easier at night knowing that you didn't have to deal with the ### called a & e service repair company.

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Candice Roth
, US
Dec 15, 2014 11:29 am EST

I called A&E warranty service Nov 26 did not see a service man until Dec 11 for my only refrigerator we live over an hour from Big town where I could rent one. when service man came he ordered parts which I received today Dec 15. but they gave me the earliest date they will be back is Dec 30. Can you believe with a service agreement I will be without refrigerator for over a month. Never again will I recommend or use A & E. And I am totally sure they don't care because they have my money until July 2016

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10:13 am EST
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A&E Factory Service dishwasher repair not complete, faulty parts

In December 2012 I had the first appointment to see if my Kitchen Aid Dishwasher could be repaired. Had a great deal of difficulty getting this appointment scheduled. Finally parts were ordered and paid for. I called company to say that parts had arrived at my home, but had a concern that one box was very beat up - I was assured that the technician would review and not put a bad part in my machine. However, the technician did attempt to bend the heating element so that he could make it fit---I put a stop to that. Another heating element was ordered, which meant another appointment to schedule. The dishwasher was able to run 4 times before it was broken again and acting just like it did before any of the repairs were made. When I called again, I was told that the services were guaranteed for 90 days, so another appointment was set up. The technician came and was able to reset the dishwasher and was going to leave it running as he could not find a problem and he left me his phone number to call him if it stopped again and he would come back. He did not get out of the driveway before the problem occurred. I had him come back in and he reviewed again and told me he would put a rebuilt part on it--my response was that I was not going to pay for a rebuilt part when I had paid for a brand new part that did not work. So he was to order a new part---the electric board 8564542. The company called to set up another appointment to install this part. Today I called the company to report that I have not received the part--was put on hold for 10 minutes and then 15 minutes waiting for a supervisor. On my third call I was told that they could not do anything to help me but to make another appointment, remember I already have an appointment to have a part installed that I do not have.. I feel that I should receive a full refund of what I have paid this company, plus compensation for all the delay! I would like a call immediately to get this resolved...seems that nobody is in charge here!

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1:42 pm EST
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A&E Factory Service service

I am writing about a complaint for A&E factory services in Cincinnati Ohio- Ohio Valley District. First off they came out to fix this same problem when my appliances were still under warranty over a year ago and ceased to correct the problem, the second time around I gave them the benefit of the doubt because we identified it was the actually the washer and not the dryer causing the problem. I called in October about a whirlpool washing machine I needed repaired because it is ripping my clothes and they came out on October 31st and ordered parts and were scheduled to come out after parts arrived on November 9, the one part was damaged and couldn't be fixed, we continued washing our clothes and having a few still ripped waiting on this to be fixed... We received another damaged part and could not have the machine fixed again on our scheduled appointment November 16th. Another part was ordered and we received it on November 30 by emergency delivery and already had an appointment scheduled by the technician on the same day and was advised to contact only if part didn't arrive. At this point my washing machine had not inly ripped a new sweatshirt but it also ripped the entire rubber seal and can no longer be used at all. This forced me to drive 45 minutes to my families house to do 3-4 loads of laundry at a time wasting much time and gas. I received a call from customer service on the 30th saying that I could not keep my existing appt. even though I got my part on time and was re scheduled for the following Monday Dec. 3. On December 3, my 1-5 pm appointment was a no call no show, I called Tuesday about the issue and they apologized and told me I would have to wait an entire week until Monday December 10th to have it fixed again.  I was not happy about the long wait and was given a case number, i heard nothing back from them after that. My appointment was scheduled for 8a-12p I made my plans for my children's school and husbands work for this time slot, only to receive a call saying that they couldn't be there until closer to one. I called customer service and told them it was not acceptable and I needed someone there after three. The representative Paris assured me she routed this call out and notified them of the circumstance. I received a call from a tech saying they were calling about my appointment at 1:20, I then asked if he saw it Was routed for after 3, all the while I had to keep leaving my sons classroom to answer the calls of people who had no idea what was going on. They told me I couldn't be scheduled again until over a week later Tuesday Dec. 18 after i explained this story to 4 different people they finally saw my case # from over a week ago and still said the technician could only come out as early as Friday which is still 4 days too long after everything we have went through. They have 2 customer service lines one of which the reps are all Indian and cannot understand what I am talking and me likewise. I have already paid the company for service and repair on day 1 and it has still not been repaired over a month and half later. The damaged product was not A&E's fault it was the shipping companies but the lack of service and improper communication has caused more harm than good on my part. This has been the worst service I have ever received from a company. They should have more open appointments available or hire more technicians as well as investing in more qualified customer service agents and spruce up their scheduling procedures. I would never recommend them to anyone!

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OBSERVER #1
Charlotte, US
Nov 26, 2014 1:35 am EST

YOU FAILED TO MAINTAIN YOUR FILTER. CAUSING REDUCED WATER PRESSURE ULTMATELY CLOGGING INLET TUBE TO ICEMAKER. TECH INSTRUCTS YOU CHANGE FILTER BECAUSE LACK OF PRESSURE. (YOU ARE RESPONSIBLE FOR SERVICE CALL $212.00 HE ALLOWS YOU TO SIDE ON PAYMENT CHARGES WP.) TECH DIDNT NOTICE FILL TUBE BLOCKED (ALSO YOUR FAULT B/C LACK OF PRESSURE). AFTER CHANGING FILTER TUBE REMAINS BLOCKED AND NO ICE. YOU ADD THE SUDDEN RISE IN TEMPS FOR SENSATIONALISM OF YOUR CLAIM "VERY COMMON". TECH GETS RECALL AND YOU BLAM EVERY ELSE..READ YOUR OWNERS MANUAL AND FOLLOW IT AND AVOID A & E ALL TOGETHER. A FRIDGE IS A MACHINE AND MUST BE MAINTAINED. I WOULD ALSO BE WILLING TO BET YOUR SUPPLY LINE IS TO SMALL, FURTHER REDUCING WATER PRESSURE. GUESS YOU HAVE TO FIND SOMEONE TO BLAME. READ YOUR MANUAL AVOID SERVICE CALLS HUH MAKES SENSE RIGHT. THESE MODERN UNITS HAVE HIGER FILTRATION AND FILTERS MUST BE CHANGED, OR BY-PASSED (MAY AS WELL BY-PASS BECAUSE YOU WILL SOON FORGET TO CHANGE FILTER AGAIN AND PROCESS WILL REPEAT); HOPEFULLY UNIT OUT OF WARRENTY AT THIS TIME.

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JessNess14
, US
Apr 08, 2010 1:07 pm EDT

I have also had horrible expierences with A&E Factory Service. I have a home warranty and they are the service company who they send out to make the repairs on my appliances. So far they have "fixed" my fridge a number of time as well as my dryer. On the first occasion that my fridge broke I wasn't unhappy with my expierence but as the problem seemed to happen again every few months it started to get old and my level of service got worse. Everytime I call to make an appointment, they give you a 4 hour window. They offer to call before they head to your location so you can tryo to salvage some of those 4 hours shoud you have to leave your house or maybe go to work. Each time, they call right before the end of that 4 hours window and claim that the technician is running late and would it be ok for them to come in another hour or 2. So now have they not only wasted 4 hours of your day waiting on them, they are going to add another 2 hours to that tikme plus the time they are there to repair the item. This last incident with my fridge, they technician came out, when he finally got around to it, and worked on my fridge. Told the person at my house they they were don'e for now, after being there 3 hours, and would have to order parts to finish it later. WHAT?! What did he do for 3 hours before he decided he couldn't fix it? So he ordered the parts to be shipped to my house. I got a call 2 days before my next appointment to see if they parts had arrived yet. No parts. The lady on the phone said theose parts were on back order with to expected arrival date. Super. I am already upset. I come home from work the next day to the parts sitting on my door. Wow, this company knows whats going on. So they call me to confirm this and schedule an appointment for me today between 10-2. So at 1:45 I get a call from them. Su[prise! Your technician is going to be late, can you wait another 2 hours? Well considering I have a household to feed a working fridge is kind of important, so yes I could like to get it fixed considering its been broke for a week now. This is just 1 instance of their horrible service. I have many more expierences that turned out the same wauy that I will not rant about on here. My advice to you, if you have an option to deal with another company, do it. If you are going to buy appliances and they are going to be the company servicing them, I would consider another brand. This company is a joke!

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mlunsford
Hamilton Square, US
Dec 08, 2010 6:25 pm EST

This complaint could be about lots of companies as it started with a brand new 30 day old refrigerator purchased at Lowes, who washed thier hands of it as soon as we left the building. Less than 1 month later it made a funny noise, they refered us to A&E who is the repair vendor for Samsung under the manufacturers warranty. They came out and took everything apart and said nothing was wrong. That was the day before we left town for Thanksgiving. That morning we woke up and realized the refrigerator WAS indeed broken. In fact it was out and all of our food spoiled. There was nothing we could do for five days. It stayed 54 degrees inside of the unit until we got back. Have you ever seen egg nog at 54 degrees after five days? Gross. We called them back immediately and they had someone come out and WHOOPS they goofed, there was something wrong. The air wasnt cirulating in the unit. They took everything apart and said the parts they needed would be overnighted to our house and we would be put at the top of the repair list as this was deemed an emergency. Mind you our old unit was hauled off when the new one was delivered. By Saturday, the part still hadnt arrived so I called them back. The rep said the repair man should not have told us the parts would be overnighted because they were not in stock and had to be ordered and would arrive the following week. Apparently no one communicates internally or they have bad records. The part arrived the following Monday and has been sitting on my kitchen table ever since. It is now Wednesday. They were scheduled to come out today between 9am-1pm. I was assured that we would be top priority because this is going on week 2. At 10:30am the tech called my husband, who took off work...again for them to tell him he was running late. Fine. By 12:45 my husband called and they informed him there was no longer a tech on this route. WHO ARE THESE PEOPLE? If we hadnt done the work to track them down, they would have never shown up and we would be out another day! Great customer service. So my husband who has been very patient through this demanded to speak to the highest person possible. Do you know what the nerve this individual had to say to my husband, who has now taken off 2 days of work and who has been without a refrigerator for 2 weeks AND lost over $500 in groceries? He told my husband he would have to call back after lunch because he was about to go into overtime. CAN YOU BELIEVE IT?! So we are still without repairs, no re-schedule, no communication and after all this just the promise of a call "sometime after lunch". I am so infuriated that Samsung would allow such a company to provide thier customers with such service. I plan to go to them next. Do you know how hard it is to feed a family without a refrigerator? NOT to mention expensive? I am just beside myself with anger and frustration because they are speaking out of both sides of the mouth, yet not doing anything. IF THIS IS EMERGENCY SERVICE, I WOULD HATE TO SEE WHAT REGULAR SERVICE IS LIKE!

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Tiger 35
, US
Jul 27, 2012 7:43 am EDT

Called for service to Sears and service appointment set up through A&E Factory Services. . . .Tech from A&E arrived yesterday to fix an ice maker not working. . . .come to find out only needed to replace the filter, easy, right? We replaced the filter as instructed and now the freezer is not freezing, ice maker not working and refrigerator is getting warm. Called back to A&E for another Tech to come out today as we now have a worse issue. . . . appointment set for NEXT week; why should I be penalized and wait a week before a Tech can come out. So I will lose all foods in refrigerator/freezer. . . .This service is totally unacceptable. My next complaint will also be directly with Sears as they are partners with A&E. . . . .

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Wp2008
, US
Dec 14, 2012 3:24 pm EST

Hello Hlj1008. My name is Melanie and I am a representative with Whirlpool. We apologize about the frustration you have experienced with your washer. If you would like us to look into this further, please provide your name, the name of the site you were contacted on (ComplaintsBoard), your user ID name (Hlj1008), your phone number, your address, the full model and serial number, and email the requested information to Whirlpool.Digital@whirlpool.com. We would be happy to review your concerns further. Sincerely, Melanie.

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Nettieinohio
Solon, US
Dec 10, 2010 1:48 am EST
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I have almost an identical story with Samsung dishwasher. My nightmare only started today, what are chances I will have a dishwasher for Christmas:( I can tell you it is totally unacceptable to wait a week and half for an appointment to fix a product that is less then 30 days old. Then being told they come out with no parts because parts are too expensive to stock and must be ordered another two weeks... Who is extending the warranty? This is what I want to know. Calling Samsung gets no results only refers you back to them. I asked Samsung while super duper can't fix anything repairman was here and asked parts to be aired in. They informed me company had to request it. Repair guy said they (A&E) will not do it.

I am thinking of taking the whole issue up with my states Attorney General

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Nettieinohio
Solon, US
Dec 10, 2010 1:43 am EST
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I have almost an identical story with Samsung dishwasher. My nightmare only started today, what are chances I will have a dishwasher for Christmas:( I can tell you it is totally unacceptable to wait a week and half for an appointment to fix a product that is less then 30 days old. Then being told they come out with no parts because parts are too expensive to stock and must be ordered another two weeks... Who is extending the warranty is what I want to know. Callling Samsung gets no results only refers you back to them. I asked Samsung while supper duper can't fix anything repairman was here and asked parts to be aired in. They informed me company had to request it. Repair guy said they (A&E) will not do it.

I am thinking of taking the whole issue up with my states Attorney General

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Peg06512
Guilford, US
May 28, 2010 4:46 pm EDT

We bought a NUTID side-by-side refrigerator from IKEA in June of last year for a three-season cottage. We had it delivered by IKEA. The deliverymen brought it to us on the wrong kind of truck... with no way to lower the fridge onto the ground. So... when they attempted to take this huge refrigerator out of their truck... they DROPPED IT! IKEA's policy is that - even if damaged - you must accept delivery and then call for a replacement. The deliverymen brought the damaged refrigerator into the kitchen, moved the other fridge out of the way and left. We called IKEA and got a replacement. This time, the IKEA deliverymen used the right type of truck, but when they arrived here, they refused to bring the new fridge into the house. I was recovering from a recent illness and I was not allowed to lift anything or push anything heavy. Thankfully, the IKEA deliverymen made an exception for me when they heard that I was sick. They brought the fridge into the house but - two days later - the computer on the front of the new fridge went.

We called Whirlpool. They sent A&E out to fix the problem. The A&E technician didn't have the part on hand. He had to order the part, I had to call A&E when it arrived and then the repairman came back. He replaced the part... the computer in the front panel that allowed us to get water and ice and to control the temperature. One week later, the new computer died! But this time, we also lost everything inside the refrigerator... in the freezer and in the fridge... hamburgers, chicken, frozen veggies, fruit, fresh veggies... everything! I had to call A&E again, wait for them to come here, he had to order another part, then come back and install it. We scheduled the appointment for a Friday morning from 12 to 4. But I had an appointment earlier that day. I arrived back at the cottage at 11:45 for my 12:00 appointment with A&E only to learn that the A&E repairman came here early! I missed him by 2 minutes. I actually got back in my car and drove around my neighborhood looking for him. I then called A&E, who called the repairman, who then refused to come back - even though his appointment with me was at 12:00 and it wasn't even 12:00 yet when A&E's receptionist called the guy.

We went for about three weeks with no fridge and no freezer. We had to schedule yet another appointment for a few weeks out. When the repairman came back again, he discovered that we still needed yet another part - which was out of stock - again. At least he was able to get the fridge and freezer working. But by the time the computer part came in, we had already left this three-season cottage for the winter! I had to keep driving back here to check to see if the part arrived. Then I had to hold onto the part until this spring and call Whirlpool to schedule another appointment. A&E is coming here on June 4. We have had this fridge for almost one year, our warranty is over on June 13th and we've only had a working computer for - at the most - two weeks! I just asked the Whirlpool customer support rep for a claim form for all the food we lost. She said our warranty doesn't cover food loss! My review: A&E sucks, Whirlpool sucks and IKEA sucks.

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HuntSJ
Chicago, US
May 25, 2010 5:15 pm EDT

I placed a service call on Saturday, 5/22, was told, A&E Factory Service would be on-site between 1-5 PM CT, Tuesday May 25. I requested an email confirmation - still waiting. I then called on Monday, 5/24 to confirm someone would be at my home on Tuesday 5/25 since I never received email confirmation. After speaking to someone, I was told, the tech would contact me 30 minutes prior to arrival. At 4:40 PM CT, Tuesday 5/25, I called A&E for an ETA...I am still waiting for a call back. What a joke for a service provider. My mistake for not looking at the complaint blog prior to scheduling a service call.

Signed Still Waiting

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9:29 am EST
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A&E Factory Service clean or clean cut I don't care I need it fixed

The service people were pleasant well dressed prompt and that's about it . 3 visits 1 st came in with only a putty knife, Motors turning too slowly ? Will order that Another tech comes to install First thing he says is its not the motor, as he replaces it. Well my time on the phone to some one in Texas who "knows what hes doing" says Timer switch.We'll order that, another appointment. Great gonna be fixed, OK Another tech comes thinks our predicament is funny laughs through install.Not the right fix his answer is the motor was bad and replacement motor was bad, we didn't need this timer either .We will order new motor First appointment is 1 1/2 weeks out, Service guy says he put that in as an emergency. but as soon as we have the part call and try to get them out sooner. Spent 2 hrs getting a sooner time . No one shows. Call customer service they say there was never an appointment for that time but we still have an appointment in 5 days, turns out those recordings are for their use not yours. I am so sorry I bought my extended warranty through my store I only hope my other appliances hang in there . Its Black Friday today, Black for my eye and the rest of my morning on Phone looking for answers.

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A&E Factory Service service

***Transcript of messg send to them. Bottom line, since Aug. 24th, I have been trying to get my microwave repaired. As of this date, Nov. 1st, it has ANOTHER bad part installed by the previous tech. The techs wish they had the autonomy to do what they know they could do to provide better service, but the company ties their hands! IRONICALLY, Sears (which is going down the crapper fast), owns A&E, and they are the only Sears entitiy showing a profit. Again, words from an employee, not me ***

Your technicians are very nice & professional.
Your C/S Reps SUCK! (and they cant speak English!).
My microwave is STILL not fixed. Score since Aug. 24th:
Tech Visits: 8
Different Tech's: 5
New parts: 4
As a fomer Operations Mgmt Consultant, my FREE advise to you,
* Ensure your C/S reps are ARTICULATE speaking English
* Are FRIENDLY
* Take a CAN DO instead of WE CANT attitude.
Lastly, good customer service is about building trust & relationships. When you assign a tech to a new call, he should OWN that call until the problem is solved. It is detrimental & counter productive to have a different tech work on an ongoing problem each call. They feel this way too...So LISTEN to your men in the field - THEY are the ones that know; not those of you sitting in your corner offices trying to second guess them!

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MAD
, US
Apr 07, 2009 10:45 am EDT

I purchased a Whirlpool Duet washer & dryer in August of 2008. On March 27, 2009 my washer decided to break down. My husband was home from being out of town and in need of his laundry to be done. I called A & E Factory Service as instructed by Whirlpool and set up an appointment for April 7, 2009. A & E calls the morning of the appointment and tells me the tech called in sick and it would be the 9th before they could come out. I called Whirlpool corporate office and spoke to a consumer relations supervisor which got me ABSOLUTELY NO WHERE! Not only has A & E pissed me off regarding my washer, they still haven't repaired by Whirlpool refrigerator (ice maker) that they supposedly fixed in December 2008.

I have advised Whirlpool that I will never purchase another one of their products again. Their comment was, "I'm sorry you feel that way."

BETWEEN THE 2 COMPANIES I AM NOT SURE WHICH ONE SUCKS THE WORST.

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A&E Factory Service horrible service & technicians

These "technicians" know nothing about repairs. I purchased a GE - GE Unitized Spacemaker Washer and Electric Dryer. Model # GTUP270EMWW
The spin cycle on this unit is horrible. It stopped working after 6 months. Customer service and technicians are both less than satisfactory. I've had 3 service calls and the washing machine STILL does not work. I now need to replace this unit with an entirely different make and model. An appliance should last more than 6 months. Stay away from this product and A&E Factory Service.

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A&E Factory Service overcharged for part already prodived

Had a scheduled appliance repair on my kenmore laundry center. Was very clear to technician when speaking on the phone to him and also in written form that dryer is in need of repair, high pitched-squealing and we have a belt already purchased via sears parts direct and if needed, this item can be installed as well.
Turns out that the dryer needed bearings and l. G. S spring kit. The a & e technician phone me on my cell before leaving my property to explaine the above, never mentioning anything about the belt. So I asked, did you install the new belt I left on the step stool ? His reply, "yes".
Came home and reviewed the service receipt and the technician charged me again for this belt part I had already provided and clearly spoke to him about. Now I am currently on the phone, going on 1 hr, have been transferred 6 times now and was previously disconnected when an a & e rep transferred me... Back to sears.
I was put on hold 7 times to many and transferred to at least 6 different people. Back and forth from sears resolution center to a&e factory service.
All the documentation is below ! See for yourself !
I am done !... Will never use sears or this a & e factory service company again !
Now the amount I was over charged was $16.65, it's... The... Principal... Really ! Really ! Grr

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A&E Factory Service incompetent repair folks that misdiagnose issues

A repair person came out and diagnosed my washer and order a new logic board to fix the issue. After waiting two weeks, the second repair guy came out looked at the washer and said "oh I never recommend repairing these washers, this won't fix the problem." Not only that he was 2 hrs late. Sure enough after installing the board, it still did not work. He proceeded to tell me "too bad you missed the labor day special, " which really ticked me off. I would have bought a new washer if I was told that it was not economical to fix the damn in the first place. He issued me a refund for the part and I asked for a full refund for the misdiagnosis which he said he would put into the system but I would have to be addressed by corporate. They called and said sorry "we can not refund the service call" even though they were incompetent. They have not refunded me a dime, not even for the part that I have a receipt for. I called them just now and they say they have no record of the return at all so I submitted a refund request to my credit card company. DO NOT do business with these worthless charlatans. Again here are the reasons:

1) Incompetent repair folks that misdiagnose issues

2) Late service calls

3) Horrific customer service (non-responsive & flat out theft of a returned item).

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SearsCare
Chicago, US
Mar 15, 2012 2:21 pm EDT
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Hi Silez,

My name is Scott and I'm part of the A&E Solutions team. We found your post here and wanted to reach out to you. Please accept our apologies for the tardy response. Also, we're so sorry to learn of your disappointing repair experience. Repair calls are never easy to have to experience, and delays and trouble only add to the frustration. We understand you have been let down, but we'd like to help address 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 appliance is listed under and we will contact you directly. In addition please include your screen name (Silez) in your email so we can reference to your posting.

Thank you,
Scott J.
A&E Cares Social Media Support Team

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A&E Factory Service poor service - no show

Four weeks ago I bought a nice Maytag Dryer and on Christmas Day, it stopped working. No heat to the dryer. I called Maytag for a warranty service appointment and they scheduled A&E Factory Service to come between 12-5 the next day. At 12:03 the A&E Factory Service Driver called me to say that he would be there in 20-30 minutes. 3 Hours later, no arrival and each time I called his number back, no answer. At 3:30 I called the A&E Factory Service office and they said that I was still on the schedule and he should be there between 3:30 and 4:00. At 5:10 PM, I called the A&E Factory Service office again and some snotty guy tells me that they didn't have time for my repair today, so they have rescheduled me from 1-5 tomorrow. I asked why no one called me and he said that he did try to call me and my phone was busy. Busy? What he didn't know was that the only number they have is a cell number with call waiting and caller ID, so there is no busy. They lied to me multiple times and I have filed a complaint with Maytag and will not be using them for my repair. I would caution anyone that doesn't want to waste their time.

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Ruruvi-at-hotmail
Jackson, US
Dec 28, 2011 4:31 pm EST

yes - they are aweful - and when the driver shows up the repair is going to be 'out of warranty' for some reasona dn cost you about $300
get ready for that excuse

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A&E Factory Service bad, do not use

Kitchenaid fridge stopped working a month ago-right before thanksgiving. called our local nice repairman who came out immediately. verdict: needs new compressor. unfortunately the nice repairman didn't/couldn't work for warranty repair so we had to call sears / a&e.

1st ae tech visit: "don't tell me it needs a new compressor, i'll decide for myself" (3 hours later:) "it's a leak, i'll inject dye to find it, wait 24 hrs"

2nd ae visit: no show

3rd ae visit: (16 days later, different tech) " I don't see a leak, it's the compressor, I have to order one but when it comes in call this number and ask for me and i'll come out right away. i'm turning fridge off and leaving dismantled ice maker on top of it here"

4th ae visit: didn't happen as tech said, compressor arrived the next day but after two days of screaming at scheduler to get an appointment that same month, we tried to find another company. unfortunately no one wants to work kitchenaid warranty repairs except the losers at a & e.

5th ae visit: (7 days later, same tech as 3rd visit) guy arrives at end of the 8-12 window. at this point we have lost thousands of dollars in missed work hours between the two of us. next time cheaper and easier to buy a new fridge, even though this one is only a year old. tech completes compressor installation in an hour but then takes another hour to try to figure out how to print receipt. I had to leave as I was about to be fired for missing any more work. when I got home, fridge finally working after a month. however, ice maker is lying on top of fridge, mocking me. rather than wait another 3 months for this to get resolved, we took the door off the freezer and installed it ourselves.

These words cannot express alone how much we hate this company. I experience violent tendencies whenever I hear their name. stay away from them at all costs. save your broken appliance to hurl at their storefronts, it's way more productive. their apparent motto of "customer satisfaction:" "we're not satisfied until you're not satisfied. "

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SearsCare
Chicago, US
Dec 15, 2011 9:38 pm EST
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Dear Violahenny,

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 Robert 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 Refrigerator) is listed under and we will contact you directly. In addition please include your screen name (Violahenny) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,
Robert B.
A&E Solutions Team
A&E Cares

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A&E Factory Service horrendous service

I wanted to share my horrible experience with this A&E Factory Service NYC Metro District, Company, at 35 Melville Park Rd, Melville NY. The technician mentioned that they are associated with Sears appliance repair service, and their telephone number is listed on the Kitchen Aid appliance website as well. Personally I considered Sears and Kitchen Aid trustworthy organizations, so I was shocked to find out how terrible this A&E is.
Our 4.5 year old stainless steel Kitchen Aid stove recently broke, the oven has an error message that reads Error Code F2E1 Stuck / Shorted Key. So my husband went on line and found a number on the Kitchen Aid website. When calling the number received only automated services, it was impossible to get the operator on the phone. He was directed then to A&E Factory Service, and there again, after calling the number Kitchen Aid automated service provided no operator on line either. So we scheduled a repair appointment through an automated service. We received an automated phone call from A&E to confirm the appointment, and still no person on the line to ask any questions. So when the tech showed up, brought in his computer, looked up on line what the error message was, told me I owe him now $137.19 in all fifteen minutes of work. No one informed my husband or me that this company charges $548.76 (137.19 x 4 = 548.76) an hour, to tell me something that I could easily look up on line myself. The technician was completely incompetent, didn’t know when he would get the parts needed, told me that they will cost a lot, plus said that I should replace 4.5 year old stove according to him it was really old (which by the way looks brand new) and started arguing with me, told me to pay him in full for the parts too over $600.00
I wanted to refuse to pay $137.19, because he did absolutely nothing, but at this point fearing for my safety, since I was alone at home I wrote out the check. My husband and I called A&E to dispute the charge, but the A&E people were argumentative, uncooperative and downright hostile. Then we called Kitchen Aid, finally getting through to some employee at this company the response was even worse, they basically said we don’t need your business, we have plenty of customers, we will not help you, etc.
Wanted to tell you this, so you don’t go through the same ordeal as we did. We never complain, and never return items, we pay for everything on time and in full, but this was too much. Who protects the customer any more? Does the hard earned money mean anything any more to any company?

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A&E Factory Service appliance repair

This company is borderline fraudulent. After being told that the part couldn't be ordered, I went online and found it for $59.00 (partselect.com). When it came in the mail 2 days later, it took about 10 minutes to install and fix the problem. I don't have any training, I'm not what you would consider "handy" around the house. But the fact that I was able to fix this appliance, over a supposedly trained technician, is absolutely ludicrous. How these people stay in money is a mystery to me.

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martin01
, US
Jun 03, 2016 8:28 am EDT

A&E Factory Service provides horrible service. For us, they also didn't come on the scheduled appointment, and after we called them, they would tell us that they didn't make it and that they can offer us another appointment, which would be nearly a week from the appointment we had set up already. They couldn't even guarantee that they would make it on that date, so we just realized that we may have to wait week after week after week, taking days off to wait for a technician, who may never come. We asked to speak with a manager, who was supposed to call back, but we got to one only after calling twice again after 2 hours of waiting. Another callback later that day never happened, one person even hung up the phone on us. In short, a terrible company to work with, so unless you want to keep waiting for weeks for your repairs to be made and you want to keep waiting for them day in and day out until they finally come, and unless you enjoy being treated horribly, you should choose someone else to do the job.

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A&E Factory Service bad service and bad representative

A&E Factory Service has really bad service. My refrigerator had a problem and kept making 'click' sound. The manufactory (Whirlpool) routed me to A&E Factory Service for repair. After several days waiting, a technician from A & E came and fixed the problem. Even I am not fully satisfied with the service and heavy fee, this is not my complain.
The problem is that the same issue happened again in about a month. Since it has 90 day warranty, I contacted A & E directly for an appointment on Friday (1-5pm). At 2pm, I got a call from A & E and was told that they could not come and had to re-schedule me on next Friday. I am not happy, but understand things happen.
Next Friday, again I got a call at 3pm and was told my service would be delayed. I called A & E and asked which time the technician would come or which time is next available. The guy who answered the phone was very rude and gave me two choices: either wait or re-schedule (“I cannot look at schedule unless you cancel your today’s appointment”). When I explained to him that I waited too long for this service and desired a better explanation and help, he hung up on me.
Their bad service caused a lot of trouble to me; but they have no regrets and rude – I just don’t understand why Whirlpool and other manufactory still used them. I am going to complain to Whirlpool too – customer desires better treatment!

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SearsCare
Chicago, US
Oct 13, 2011 11:52 pm EDT
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To Stephen Y Jiang,

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 James 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 Stephen Y Jiang in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,
James H.
A&E Solutions Team
A&E Cares

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Ghost of DocJ
Salem, US
Oct 08, 2011 12:50 am EDT

Ahhh. It's good to be the king!

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A&E Factory Service dryer repair

Service tech was not professional wouldn't listen and left with out doing any repairs, would never use then again, sad that I paid for warranty and got no results

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Screwed in Columbus
Columbus, US
Sep 14, 2013 4:18 pm EDT

This is absolutely the worst customer service I have ever been associated with. 5 scheduled appointments: 3 unsuccessful repairs and 2 cancellations. 20 hours of my life spent waiting for these unreliable, unprofessional people with zero results to show for it. Samsung should be ashamed of themselves for contracting this company. I advise going to great lengths to never deal with these people for any reason.

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A&E Factory Service horrible

Kitchen Aid recommended we call A&E Repair [protected] for service. I called, they scheduled me for service on 7/21/11 between 1pm and 5pm. I took 1/2 a day off work, unpaid. I sat here waiting for them to show up. I called just before 4 - they said the tech would call before coming over and would be here by 5. I called at 5:17 and was told they would send a message to the tech. I called again at 5:46pm and was told that there was no tech available, and I would be rescheduled. I asked how that could be, as 30 minutes ago they were sending a message to the tech. When I asked what time the note was saying the tech was not available, I was told 5:17pm. I WAS ON THE PHONE WITH THEM AT THAT TIME! They rescheduled me for 7/30, and said they would put a note that I was not to be rescheduled. DO NOT USE THIS COMPANY!

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Human.
Glenview, US
May 15, 2014 11:22 am EDT

I am a fairly nice person when it comes to dealing with customer service people. This lady however named Xiomara frustrated to me. I had to repeat my word five times in order for her to understand my adress.AN ADRESS! I understand if my English is not perfect but I have friends who was born here and they understand me just fine. She also cut me off by the end of the conversation. I was going to tell her multiple problems we have with commercial laundry washing machine but she just cut me off after when I was stating one of the problems we have for washer.I was the translator for someone I know but she misunderstood for hanging up he phone, how is this even possible? I do apologize for being angry at her but, I had to call 4 different phone number just to ask few questions before making an appointment. She also gave me an attitude. I was working as customer service too at one point in my life so I understand why she would be little sappy ( I mean I was too when I was talking to her), but I think she should be professional and controlled this manner calmly instead of making me feel less intelligent.
Thanks AE Factory Support .

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Mundan101
Duluth, US
Feb 23, 2013 5:38 pm EST
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This company was referred for warranty repair on a maytag washer that I just bought. Appt was scheduled the same day and I was assured that someone would come. I called about 2 hrs into the windows to their customer service number saying I havn't heard from anyone and they assured me that someone would come but they are running late. Appt windows passes, I called again -- someone still coming. 2 hrs after appt window no one comes, and they tell me that the tech cancelled the appt. Service rep told me that another appt would need to be set and no one available till the following week. I requested a supervisor, she made another appt the next day. Same problem, no tech showed up, somoenes coming. The tech never showed or will show, thats what I was told by another supervisor. I wasted days off for this ridiculous company. NEVER EVER EVER DO BUSINESS WITH THESE INCOMPETENT IDIOTS.

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ragava
, IN
Jul 22, 2011 8:11 am EDT

This is brieng to the notice that past four days from my two 7 kg machines are complaint, The same called to the nearest ifb center to rectify. They said th contact to head office and head office said the contact the area office ( Harinithi Enterprises bangalore ) how do run the machine and to who should i contact to get it done.

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A&E Factory Service employees giving false information

I am filling this complaint due to a very unprofessional and unsatisfied service and false information that I received from A&E employees. I had the same problem that kept on re-occuring on my Jenn-Air refrigerator. The first time a technician came to my house to check the problem was on May 10, 2011 and ordered the parts for me and scheduled an appointment to put in parts on May 17, 2011 and when i called on May 16, 2011 to confirm my appointment, a representative stated that my appointment is not until May 18, 2011. I re-schedule it for May 20, 2011 because they would not work with my schedule. A technician came on May 20, 2011 and fixed my fridge. A week later, my fridge was acting up again and was having the same problem. I called A&E to have a technician come over and fix the problem again and they came over on June 1, 2011 and fix it again. A week later, it was broken again with the same exact problem. I called A&E and spoke to a man on June 5, 2011. I was getting tired of calling them and complaining the same problem. I was told that the next available appointment was not until June 10, 2011 and I was not happy about it due I have already loss plenty of money on food and time off at work, I had told the man that was assisting me that i would like to speak with the manager in charge and he put me on hold and contacted the manager. I handed the phone to my boyfriend because my boyfriend would like to speak with the manager. The man on the other line had told my boyfriend that a technician will be coming the very next day but it will be an open window. My boyfriend took a day off from work and stayed home. Around 3 pm, theres still no sign nor phone call from the technician so my boyfriend immediately called A&E company and the representative that he spoke with stated that there was no appointment schedule for us to come on June 6, 2011 and stated to my boyfriend that whoever we spoke to, lied to us. Our fridge is still broken. We loss another day at work and loss money on food. Employees at A&E are liars and do not consider customers emergency need. They just DONT CARE, PERIOD.

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SearsCare
Chicago, US
Jun 08, 2011 1:28 am EDT
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Dear Joy V,

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 James 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 refrigerator is listed under and we will contact you directly. In addition please include your screen name (Joy V) in your email so we can reference to your posting.

Thank you,

James H.
A&E Cares

A&E Factory Service In-depth Review

Service Quality:

The service provided by A&E Factory Service is highly commendable. They are known for their timeliness, ensuring that appointments are scheduled and technicians arrive promptly. The professionalism of their technicians is exceptional, as they exhibit expertise and knowledge in diagnosing and repairing appliances accurately. Customers can trust that their appliances will be effectively repaired, providing long-lasting solutions.

Customer Service:

A&E Factory Service excels in customer service. They are highly responsive to inquiries and concerns, ensuring that customers' needs are addressed promptly. The customer support team is friendly and helpful, providing assistance and guidance throughout the service process. Scheduling appointments is a breeze, with an easy and convenient process. Communication is also excellent, with regular updates and clear explanations of the service process.

Pricing and Value:

Customers appreciate the transparency of A&E Factory Service's pricing structure. They provide competitive pricing compared to industry standards, ensuring that customers receive fair and reasonable rates. Billing and invoicing are clear and easy to understand, eliminating any confusion. Overall, customers find great value for the cost of service, knowing that they are receiving quality repairs at a fair price.

Warranty and Guarantees:

A&E Factory Service offers comprehensive warranties with generous coverage and duration. Customers find it easy to file warranty claims, with a hassle-free process. The company is committed to honoring their guarantees and commitments, ensuring customer satisfaction. Customers have expressed their satisfaction with the warranty service provided by A&E Factory Service.

Product Selection:

A&E Factory Service offers a wide range of products for purchase. They have popular brands and models available, catering to various customer preferences. Customers appreciate the variety of options available, ensuring that they can find the right product to meet their specific needs. The company also provides assistance in selecting the right product, ensuring that customers make informed decisions.

Website Experience:

The website of A&E Factory Service is user-friendly and easy to navigate. Customers can easily find relevant information about services and products, making it convenient to explore their options. The online appointment scheduling functionality is efficient and convenient, allowing customers to book appointments at their convenience. Contact information and support channels are clearly displayed, ensuring easy access to assistance.

Overall Customer Satisfaction:

A&E Factory Service has received positive ratings and feedback from previous customers. Overall, customers are highly satisfied with the service provided by the company. They are likely to recommend the service to others, highlighting the positive experiences they have had. A&E Factory Service consistently delivers exceptional customer experiences, ensuring customer satisfaction across multiple interactions.

Industry Reputation:

A&E Factory Service has a strong reputation within the industry. The company has received recognition and awards for their outstanding service. Reviews and ratings from industry experts and publications further validate their reputation. A&E Factory Service stands out among competitors in terms of reputation and customer satisfaction, solidifying their position as a trusted and reliable service provider.

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Contact A&E Factory Service customer service

Phone number

+1 (800) 905-9505

Website

www.aefactoryservice.com

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