A&e Factory Service / Warranty Repair Maytag — deceptive business practices!
We have a Maytag refrigerator that is only two years old; it is under warranty so Maytag sent A&E Factory Service to fix it. On 22 June the technician determined there was a Freon leak, refill the line and told me to call [protected] if the unit stopped cooling again within 30 days. It took less than a week for the new Freon to leak out I scheduled another appointment for 6 July. They guy never came as scheduled. I called [protected] several times during the day and they said to stand by. By 6:00 PM I called to say we were no longer available and they said it appeared the technician never showed up for work and I would need to rescheduled. I asked them why they would not know a technician had not shown up for work by late afternoon. The earliest they could get me in was 20 July. On 20 July we waited all day. At 1:30 we called [protected] and they told us the technician had two appointments in front of us; they would text message him to call us. At 3:00 an A&E technician arrived at our neighbor's house. This is right next door bordering our property. We thought he had the wrong house but in fact our neighbor was getting service for a refrigerator. I called [protected] to tell them we had not heard from the technician. They said our appointment was scratched and I would have to reschedule.
I asked for a supervisor and got a woman named "Mary". I told Mary there was an A&E technician next door and that I actually spoke with him. She would not let this guy come to our house and said I had to wait until another opening (they only serve our area on Fridays). I told her no, I had already waited almost a month and they needed to meet their commitment. She said no. I asked her why they had not called me to cancel if they already knew I was scratched. Why did they wait until I called to tell me this??? Mary said management canceled and that was that. I told her I would take them to small claims court. Mary said "go ahead if you want to". I told her I did not want to, that the lousy service was forcing me into this. She said she was deleting me from the list of service calls and made reference she was hanging up. Mary then told me to "have a nice day". The A&E technician was at our neighbor's for approximately 15--20 minutes and left. It is apparent that A&E picks and chooses their service calls based on costs to Maytag, Sears and A&E. So now I have to file a suit in small claims court. It will be interesting to hear why they could go right next door but not my place.