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A&E Factory Service
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A&E Factory Service
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www.aefactoryservice.com
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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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Newest A&E Factory Service reviews & complaints

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R
11:28 am EDT

A&E Factory Service Repair service on my lg refrigerator

LG setup appointment for the 8/26/2020 with A&E Factory Service, my refrig has been out since June this year and stop working 6 days after I got it installed, I have tried calling A&E and get put on hold all the time and this time I was on hold for over 40 min, I stall don't know if the repairman is going to show up or not, how can I find out if the repair is going to be done.

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Mr. Helpful
Los Angeles, US
Aug 27, 2020 3:19 am EDT

If it stopped that soon, contact the authorized LG dealership you purchased the unit through. They should be able to facilitate an exchange.

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2:46 pm EDT

A&E Factory Service Samsung refrigerator rf4287hars54 purchased at lowes 06/17/2013

First Visit- End of March 2020- Food freezing up, loud noise. Had same problems three years prior so knew that a panel was frozen. Technician Todd came and "messed around" before saying he had to order a part. Next appointment scheduled for two weeks. Part arrived next day. Three days later refrigerator noise very loud, temperature in fridge was very warm and ice maker stopped working

Second Visit: April 10th. Technician was Kenny who had fixed the fridge three years prior. Replaced the part and fridge worked fine. Checked ice maker to ensure it was set properly. On April 11th there was still no ice. Went on line and did the self check and re-set. Still no ice. Called for another appointment

Third Visit: April 17th. Talked to Technician Kenny on the phone. He said we most likely needed a new ice maker. New appointment for May 1at, Ice maker ordered and received April 22nd.

Fourth Visit: May 1st. Technician Kenny installed new ice maker, set it and heard it fill with water. He said to expect ice in two hours. No ice in the ice maker. Called on May 4th for another appointment. Told Lowe's we were upset with A and E. They said they would file a complaint. Gave me the number to complain to supervisor which I did. Awaiting another appointment on May 7th

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12:11 pm EDT

A&E Factory Service fridge repair

My appointment today is for 8am-12noon. I call you to determine when the tech would be by my house as I am inconvenienced by having to be home for the service from work. I get from the person on the phone that the tech will be by between 9 -11. GREAT, come 11am I call back. NOW, I get, the tech will be there 11-12. I ask When was someone going to call me to tell me. Nothing, I ask to speak to a manager and get transferred to a number that has been disconnected. You have terrible service and I will ask Samsung not to pay you and delete you from their database. I am also creating a complaint with the BBB.

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RonaldSkokie
, US
Nov 14, 2019 8:54 pm EST

Had a tech named Oscar come to my house and charged me $100.00 for a clean and maintain, ok.
Few months later, I had washer issues and Sears sent another tech.
After repairing my washer, he pulls out a flyer for fire prevention explaining the deals they are offering.
Come to find out 3 cleans and maintains are $100.00, not 1 CLEAN AND MAINTAIN THAT INWAS CHARGED FOR!
WHERES MY DAMN CHANGE?
R Kyzler, Skokie Illinois.

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walter gill
, US
Aug 23, 2019 3:16 pm EDT

Tech has been here twice on my LG refrigerator. It has been over a month now that it has not worked and they want me to wait another 19 days for the tech to return, they left 2 days ago after waiting 17 days. Now we are looking at being without the fridge for over 2 months. What a terrible company. Why dont the manufacturers put some pressure on them for more timely responses? It's under warrenty so I have to use the LG authorized repair companies. I would have dumped them long ago if I had a choice.

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K
9:28 am EDT

A&E Factory Service lg refrigerator

Technician that sears sent out diagnosed a leak on 8/7/2019 . He tapped into the system said it is definitely a leak and it will be $508 to put in a Die dryer. Then it would be that or maybe more to come back and leak check and replace whatever part is leaking. This refrigerator is only 1.5 years old. I won't pay this much to fix it. I had a different company out. They had to fix the drier that A&E damaged by tapping into it. They charged the unit to factory settings and found that there is no leak but the board is bad. You guys tried to take me for over $1, 000 and then you would have charged me God knows how much for that board. I have kept all the parts and for when I decide how I should proceed with this. At minimum I should get the Diagnostics fee I paid back. At most you should pay the invoice I paid to fix the leak you caused by tapping into the system. $200.

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10:58 pm EDT

A&E Factory Service samsung washer repair

Waited 22 days for service the technician Ben arrived today approximately 4:30pm claimed he was not allowed to service the washer because there was no receipt of my payment. I showed him the cleared check that cleared on the 11th of July in the amount of $406.92 He would not accept that as evidence and took the part I had paid for and shipping directly to me and left. I begged him to stay until we could contact his company to verify my payment he would not he said he had another appointment and left. I left to go buy a new washer and he was on the side of the road talking with his helper. He obviously didn't have another appointment he just didn't want to service my machine. So after 22 days and $406.92 I had to go buy a new washer. The company is corrupt and the employees are thieves. I bought a ge just so I would never have to deal with them again or with sears home services. I will be contacting the Maryland attorney generals office in the morning to file a complaint as well as the state police because he took the part that was shipped directly to me and which I paid for.

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5:07 pm EDT

A&E Factory Service service

this company needs to be shut down, the worse I have every worked with. The STUIPVISOR hung up on me twice. They were at my home today and had the wrong paper work (not there fault), LG sent them the wrong paper work. the Tech looked at it and wrote down what was needed to fix and said to call his office and let them know that LG fixed the paperwork. The idiots at A& E wants to send out the tech a second time to look at the problem and then order the parts, then come back a third time to repair it. This company has a 1.2 rating, how much lower can you go? The owner must not care about his business is all that I can say.

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bonnie vandenborre
, US
Jul 29, 2019 8:59 pm EDT

Worst ever! Called to get my refrigerator fixed, not sure how they got my husband's name and phone number that was disconnected 10 yes ago! When I purchased my fridge under my name and number! Then they canceled the work order. Pieces of ****. Called company I purchased thru told them to send out a different company!

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4:50 pm EDT

A&E Factory Service lg refrigerator

3 year old LG refridgerator failed on 5/1. Called LG and they referred us to A & E factory services. Tech could come on 5/6. LG would pay for the repair. Tech showed up on 5/6 but could not fix the problem since he had to order parts. Told us that LG should've ordered them automatically.? Parts arrived in 2-3 days. Rescheudled service for 5/17 (8:30-5:30 time frame). At 4:30 pm on 5/17 we called them and they stated that the customer had cancelled the appointment at (9:20 am)? This was not correct. No one had cancelled! Rescheduled another service for 5/20. At 3:30 pm on 5/20, they sent a text stating that the repair was re-scheduled for 5/30! Called A&E directly and they could not tell me why this happened. After demanding to speak to a supervisor, they told me that they had a communication problem with their techs?! Managed to get them to commit to a 5/22 service appt. Called LG to make them aware of all the problems I had encountered with A&E and they assured me that the repair would take place on 5/22. We will see what happens? We have been wo/ a refrigirator for almost a month. Would not recommend their services. Very unreliable!

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Update by sanchla
May 20, 2019 4:51 pm EDT

Yet to be resolved

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11:55 am EDT

A&E Factory Service extended warranty parts

Unfortunately A&E Factory Service holds our extended warranty for our LG Double Oven. The upper oven no longer heats, filed an extended warranty through Lowes on 11 April. I was called by A&E to ask what was wrong, the representative said he believed he knew what the issue was and order two parts to be delivered to my home. Technician arrives for the first appointment but they sent parts for a single oven (note, they had the model and serial number of my oven). Since it was the wrong part they had to order again, asked for it to be sent overnight, got the part 5 days later. Fast forwarded 11 days, technician arrives this morning, wrong part again, my part should end 01, part they sent ends in 02. Now have to wait another 9 days for the new part to arrive and the first available appointment. Called them again today to ask to have it sent overnight but told they can't do that but they will expedite the delivery. Not holding my breathe that they will ever get this fixed. So we are now going on almost a month of the oven not working. I will say I don't feel as its the technicians fault, just those individuals ordering parts from the headquarters. Technician this morning ordered it after calling LG to confirm what part was really needed. Not sure why they have the extended warranty if they can't even figure out the correct parts (just hope this is the actual reason why the oven is not working, almost like they are just throwing parts at it and hoping it works!).

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5:35 pm EDT
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A&E Factory Service refrigerator warranty repair

We have a rental property for which we provide fridge. Sears advised it needs warranty work and sent A&E. They cancelled 2 appointments and gave the tenant only 5 minutes to meet him on the third appointment. I contacted the company and was completely unable to resolve. My request was for the tech and the tenant to simply exchange phone information so they could communicate. The response was completely tone deaf. I tried to escalate but to no avail. I am so disappointed in this company. I never lodge complaints but this is beyond the pale.

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8:56 am EST

A&E Factory Service employees

Yes y'all have a gentleman by the name of Sergio Vega Jr working for y'all that is giving out his own business cards and while he's giving them out he saying he does this because he needs a backup plan Sears is going out of business and he has two charges on his record one would be assault on his wife and the other one would be assault on a minor now I don't know about how a&e works I do not trust and gentlemen of that statue in my house I looked online and as far as I can see that type of background is not allowed at this job

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8:11 am EST

A&E Factory Service appointment scheduled and missed by the technician.

Our refrigerator failed on October 19th. We have a Sears service contract and called them to have repairman come out. The soonest they could come out was October 25th. They arrived (two service people-one an apparent supervisor and the other a rookie) on the 25th. After an hour, it was determined to be a compressor issue. They ordered a new compressor and scheduled service for the 8th of November. The part arrived a week before the service tech and on the 8th the technician installed the new compressor. Oddly however, the problem was not fixed and the tech informed us that another part was damaged and would need to be replaced. The technician ordered the new partr and while standing in our kitchen, scheduled the installation for the following Thursday, November 15th between 1 and 5. Today, November 15th we had an appointment to have the condenser installed.
In the days leading up to the 11/15 appointment, we kept getting odd phone calls asking us to call a number to reschedule. I called that number at least 3 times and the recording stated we had an appointment for today November 15, between 1-5. How was I to know that the technician couldn't honor today's appointment? When the stated window came and went for the technician to arrive, we called the service provider to ask what happened which is when we were told we would have to reschedule. By that time, the earliest appointment available had rolled to November 26th (it was open to 11/21 five minutes before the call). That is after Thanksgiving and not acceptable to one who has had to live without a refrigerator for so long.

It is no wonder that Sears is going into the toilet-they abrogated their responsibilities by outsourcing their service contracts to a poor service repair outfit, who in turn relies on a negotiated call center arranged by Sears to schedule service. A center no doubt located in India. They are rude, uncaring and not in position to work with local area service contractors except through poorly executed software scheduling programs. DON'T USE THE A&E repair folks. Contract with local repairmen. It may cost more but you can reach them without being routed to Mumbai.

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11:39 am EST

A&E Factory Service lg dishwasher

Horrible customer service! They seem to install refurbished parts which then break in a short time, they only give you a 90 day warranty so most likely the part will break after 90 days and you have to pay for them to have another service call and labor costs etc. ---AVOID AT ALL COSTS . Problem is LG recommends them to fix your machines with this company and all of the reviews everywhere state to avoid them

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2:23 pm EDT
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A&E Factory Service salt lake city, ut

A&E hires the most incompetent, rude, condescending group of unprofessional agents. Nothing gets done. I will be without a clothes washer for a month by the time they get their act together. Part was ordered on 10.10.18...cancelled order on 10.10.18, repair appointment was scheduled for 10.22...no show. Part reordered on 10.22...repair scheduled for NOVEMBER.
DO NOT subscribe to a warranty with A&E. You will receive deplorable customer service and total frustrations.

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12:26 pm EDT

A&E Factory Service lg dishwasher

I had 9 repair calls from A & E of Ocala, FL. Yep, no shows, late, & just plain terrible service from Wally & Mike. Finally got replacement OK from Sears & find out that it should've been replaced after the 3 service call. Shouldn't these employees know this ? At almost $300/ call I guess that's how they make their money. I'm so sorry I have to deal with Sears again as this is the only repair company they employ in our area. And TRY to talk to someone at this company---impossible !

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Marcy Mergel
, US
Nov 20, 2018 7:12 pm EST

I purchased a LG kitchen suite for a home we had built less than a year ago. The dishwasher we purchased from LG broke and I have been dealing with both LG and A&E Factory Service in Bend, OR. What a joke. The first service call the repairman stated that there was no power to the dishwasher and subsequently ordered the wrong part. It took two weeks for him to figure out what part to order and it wasn't the right one. It has now been over a month and my dishwasher still has not been repaired. I am so disappointed that customer service means nothing now days. LG and A& E keep making excuses and saying things like they understand, but...…….. I have had two other nonrelated, non LG appliance issues that I troubleshot and ordered the part and replaced it myself in the same amount of time that these professionals can't get the job done. Both companies are to blame in my book.

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2:26 pm EDT
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A&E Factory Service samsung refrigerator repair (lack of)

8.11.18
We called for repairs because our refrigerator quit cooling. 7-16-18 Serviceman came out and assessed the issue. He said he would order parts for the repair which were to arrive at our address within a week. An appointment was set for him to return and repair. Only one part came in within the week. Scheduling called numerous times to see if the part had arrived. The part has not arrived and A & E say they cannot track the item. Once they said it was due in the next day and rescheduled for the following week. At that point the repairman (Patrick) called and said he would check and call me right back. He did! Said that the part had not been shipped yet that it had just been received from the manufacturer to their warehouse. It was scheduled to be shipped the next day and we should receive it within a week. In the meantime the scheduler has called numerous times, in fact I get a call from a computer and am asked to hold. Once I held for 5 minutes and 42 seconds. When the lady answered she was quite rude and hung up on me!
There is definitely a language barrier. I have asked to speak with a supervisor whom was no help at all. Supervisor assured me that the parts department would call within 48 hours. That was over 3 days ago. AND WE ARE TOLD THEY CANNOT TRACK THE PART! It has now been almost one month and still our refrigerator is not working properly, A & E does not seem to know where their parts are.
Our warranty is out October 2018. We paid hard earned money for an extended warranty. We want our refrigerator repaired ASAP. We would like SOMEONE to CALL US THAT HAS SOME INFORMATION!

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9:37 am EDT

A&E Factory Service lg refrigerator

I called A&E for a repair and it is now 18 days later and I still have no refrigerator. Was supposed to be fixed the 19th of April. Tech came to house did repair and next day still not working! Called A& E and was told could not comer back until the 23 of April! A&E could have come back on the 20th but pushed me off for another 4 days! Been living out of a cooler and buying ice for 18 days! This is the most horrible service from a company I have ever had! Then tech wants to sell me a appliance insurance! What for? another 18 to20 days to fix the next one!

Roger Trudeau
247 Comfort Mtn. Rd
Bryson City NC
28713

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5:49 pm EST

A&E Factory Service dryer

I've been working with A&E to get my dryer repaired since April. It is now December. The company sends technicians to do the repair and have either 1) ordered the wrong part, 2) don't show up, 3) show up after dark, 4) don't order the part at all, 5) act unprofessionally and inappropriately - telling my daughter inappropriate stories, telling her she has beautiful eyes, asking for my phone # so he can personally do the repair himself since I've had terrible service, asking my if I would be home the next day so he could order the part (which makes no sense), etc etc

I have 3 (wrong) parts currently sitting in my garage. They dryer is under warranty and only 4 years old. I cannot get any resolve with the people on the other end of the phone. I have taken several days off work waiting for repairs. I had to wait well past the allotted 1-5pm window for the last technician (who showed up after dark) only to tell me that the last tech ordered the wrong part (again) and that he needed to order a different part (but didn't do it).

They have the last technician's ID, but will not reach out to him, or his manager to find out what the part is. Instead they want me to take another day off work to wait for a new technician, which by all accounts would be the definition of insanity. I do not trust this company at all.

The escalation department is unable to assist. The case # is 5407562

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Shaun R.
, US
Dec 17, 2017 4:28 am EST

It sounds frustrating. What brand and model of dryer is it? With whom is it still under warranty? How many actual visits have been completed to your home?

It could just as easily be that they're trying to go out of their way to repair it on their own time; that's not necessarily bad. Nor is it bad if they compliment either you or your daughter, however that might have a lot to do with the overall context of the conversation. I'd like to have the few questions answered above. I'm pretty heavily involved with the industry and might be able to give you some better direction.

Look forward to hearing from you.

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7:16 pm EDT

A&E Factory Service service tech, asking for money to repair an item already covered by the warranty

11/2/2017
Chico Ca

I think may have been the most unprofessional company I have ever had to deal with.

I had a tech come to fix my ice maker. He came, diagnosed the problem, then told me he couldn't fix it because it was still under the manufactures warranty and that I need to contact Samsung. But for $219 dollars for his labor that he could fix it and I could try and get my money back from Samsung. He informed me that he would not fix the ice maker and that I would have to call Samsung and have them call and have he would come back out to repair that part.
After he left i got on the computer and with in 3 mins found out the part wasn't still under warranty and that he was wrong.

He put in the absolute minimum effort during his service visit. It only took me 3 mins to get the information he should have found out himself.

I truly believe all he wanted to do was charge for another service visit by not fixing the problem today.

This same tech came out to repair this ice machine 2 months ago. He pushed the reset button and said it was fixed even though he was told that this same thing had been done with out success by us over 20 times.
It took almost 2 months to have him come back out and attempt to repair the ice machine again only to leave without fixing it. Even though he had the part and the ability to fix it. All he had to do was put in 3 more mins of effort and he would have figured out that it wasn't under the manufactures warranty and that he could repair it.

My solution for all of this would be for A&E to send out a tech with the ability to repair this ice maker. Having to wait 3 months is a bit much to expect a customer to accept.

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Shaun R.
, US
Nov 03, 2017 3:41 am EDT

Your complaint to A&E doesn't exactly make sense. The service technician said you could either contact Samsung and request service under warranty or he could fix it immediately, but would need to charge you. You then found out the repair wouldn't be under warranty anyway. Knowing that the option of having the manufacturer pay for the service, why wouldn't you just contact A&E back to have them come back out?

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8:52 pm EDT
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A&E Factory Service 2 days off of work and no show

Warning: A&E Factory Service Repair. WARNING: https://www.aefactoryservice.com/
Made two appointments under our Sears Home Warranty. 1st time, no show. 2nd time- note on the door they were here- so were we! Bob even saw the van sitting down the road at a public park! Still, no refrigerator compressor installed. We have been without a refrigerator for 4 weeks now. Can't get a loaner from https://www.searshomewarranty.com or any other type of service. We have called Sears several times to get help. What is the point of having a warranty when you can't get anything fixed? So now they want to reschedule a 3rd time. Compressor still sitting in the box.

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7:23 pm EDT

A&E Factory Service repair of frigidaire stack laundry system

On June 2 a repair man came to fix my washer. It is part of a Frigidaire stack laundry system. He told me then, that this was a learning opportunity because he did not know anything about this system. He fixed the washer just fine, but after he left the dryer didn't work. I have called A&E multiple times to get someone out go fix the dryer. Last Monday I was told someone would be calling me to set up a repair appt. No one did. Tuesday I called and was told that a repairman would be out today, Thursday, between 8 and 12. At 1 o'clock I called to find out where he was. I was then informed that NO REPAIR ORDER HAD EVER BEEN GENERATED and they had no record of it. So I guess I spoke to the most incompetent person there on Monday, and Tuesday, and Thursday. Or is the whole company incompetent? By the looks of their reviews, I would say it was the latter.

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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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