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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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6:37 pm EDT
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A&E Factory Service Scam and fraud!

On Saturday, March 8, 2008 I made a call to A & E Services to repair my Maytag Dryer. I was told I would be charged a $59.00 fee just for sending out a repair man and that they could only come next Saturday, March 15 between the hours of 8 & 12. I accepted this regretfully as I was at a loss on how to fix my dryer and when I called the 1-800 number on my machine this is where I had been transferred so I assumed this company was a referral of Maytag.

Saturday, the repair man showed up around 11am. He took one look at my dryer, found out it needed a thermal fuse and it would cost me a total of $187.74 for parts, labor, and the initial service call. Out of desperation, I told him just go ahead an d fix it and I wrote him the check on the spot. He turned on the dryer. It seemed to work, and he went on his way. I put a load in and before the cycle was even 1/4 the way through it was not working again. Not even 30 minutes had past so I called the service center again, explained the situation and was assured the technician would be out after he finished this next call he had already started on. After no one had showed up by almost 2 pm I called the service center again. I was told the service tech would be paged and he would give us a call back. By 4:12 pm we still had not received a call back not did anyone show so I called the call center again. This time I was told the service tech was going to be paged again and be notified of the situation but he would not be able to come until he had finished his other tickets. Knowing there were other people out there who also needed this service and should not be inconvenienced like I had been I happily agreed to sit the rest of the afternoon waiting for the tech to finish his other service tickets and then come back to finish what he had attempted to proved me with the first time around. At 6:10pm still no tech and I called and was told that he was off for the rest of the day and I would have to wait until Tuesday, March 18th for him to come back. I told the "customer service" agent that this was unacceptable, that I had been waiting all day for this tech to show up and fix whatever it was he had done and I was assured each time I had contacted them that he would be out that day. The result was an entire Saturday waisted waiting for someone who was not coming and no one even had the courtesy to call me back and tell me he was not coming. After I asked her(Linda the "customer service"agent) to contact the service tech and ask him to come out she refused. I asked to speak with her supervisor and after she refused to let me speak with her supervisor at least 6 times I was finally transferred to a "manager", Tanesha. I explained the situation to Tanesha and asked her to contact her tech and ask him to come out and finish the job, after all we had already rendered payment for services we did not receive and it was only courteous to do so. She refused to contact anyone after hours and explained that she just could do it and we would have to wait until Tuesday until he would come back. After I explained again to her the severity of the situation, (I was schedule to go on a business trip and needed my clothes to be washed and dried before Monday and why would I spend money needlessly at the laundromat when I had already paid her company to perform this service to my dryer so I could take care of my clothes at home with my own appliance) she again refused to help me. I was not in any way rude, condescending, obnoxious, or threatening in anyway to this woman or the agent I spoke to before. I never raised my voice and was actually cordial to both of them while pleading my case and just requesting the service I had been promised and already paid for. She told me the part was faulty not the service and since I had already paid that it was my fault that the dryer did not work again because it was working fine when the tech left. I thanked her for her time, explained to her that I would be stopping payment on the check and I would be happy to submit payment after the job was complete and she threatened me with their collection agency. I asked her for corporate office information and at first she refused to give it to me but finally did. Tanesha gave me the name Dale Reader and the address is 1300 Louis Henna Round Rock, TX 78664. I thanked her for time and told her I would be contacting the CEO of the company on Monday morning during my business trip and let him know how bad the "customer service" is in Houston and that I would be naming her and Linda exclusively, and the technician, Sonny Sa, who would not return the pages to the company following my phone calls of inquiry. She said there was no reason to do that and I should contact someone locally to resolve the situation. I had to actually remind her that I had called the Houston "customer service" line to try and "resolve" the issue to begin with several times throughout the day and I ended up speaking to her after all was said and done. I again, thanked her for her time, explained to her I am not upset with her or the previous agent, Linda, and that I just wanted my dryer fixed and then I ended the conversation. After looking on my phone, I was able to obtain the cell phone number of the technician that was sent out because he called me before he came to make sure I was home. I called him 2 times and left a message for him to please call me back. I still have not heard from him or anyone else at the company and my dryer is still not fixed.

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Wp2008
, US
Apr 09, 2012 8:08 am EDT

My name is Melanie and I am a representative of KitchenAid. We apologize about the frustration you have experienced with your vent system. If you need further assistance, please provide your name, the site you were contacted on, your user ID name, 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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mikeclarkusa
Houstoni, US
Jan 07, 2012 8:38 pm EST

For A&E Houston. No comment on the above complaint.
We have used A&E for warranty repair on WHIRLPOOL KIRD862VSS1 30" AND 36" RETRACTABLE DOWN DRAFT VENT SYSTEM
The only problem was that the tech showed up initially at the wrong address (A&E's mistake) so we had to reschedule. After that, they repaired an electrical defect promptly and correctly.
We now have the same defect in a second unit. I have schedule A&E for a second repair. We will see how it goes but I don't expect any problems.

ComplaintsBoard
M
8:07 am EST

A&E Factory Service Workmanship and customer service!

We purchased a Maytag washer from Sears on January 1st 2008. We used it for maybe 3 loads and the knob broke. We called Sears to find out what to do. We were told that we could either bring back the washer or have a repair that would be under the Maytag warranty. What a mistake, we should have returned the washer and would have saved ourselves a lot of aggravation. A&E came on a requested Saturday appointment which their time frame to show up on Saturday is 8-5. The repairman didn't have the part and ordered it and we made the follow up appointment for the next Saturday. The repairman showed up and stated that "I have never changed on of these before" should have been a red flag to me. He installed the new part that had been delivered to my home and left. The knob broke again he had to come back, no part in hand, and reordered etc etc. They have been here 5 times. The last part that had came had a neighboring city on it for our address so when they reordered the part we made sure that this was corrected. The part never showed and I called customer service. I spoke with a supervisor named Joyce and she acted like she was doing me a favor by re ordering the part and I had some nerve to ask that it be overnighted so that my Saturday appointment could be kept. She actually had the nerve to ask me if I had check the address in the other city to see if it was there after all it is MY washer. I called Maytag and filed a complaint and they stated that they had other repair people that do their warranty work in my area which is not what Sears nor A&E stated to me. Both said that A&E was the only company doing warranty work on behalf of Maytag. I, like the other people on this site, will never have A&E in my home again unless I really feel the need to be treated like dirt by a so called "customer service" representative. Please beware they do not know what they are doing nor how to handle customers.

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copper1418
Linwood, US
Jun 03, 2016 8:23 am EDT

Why is it that people seem to do research on a company after they get screwed. I wish I'd have taken the time to do my homework.

I have a Maytag Microwave that had a broken handle we looked at for two months. It seemed like an easy fix with the right parts and I finally got around to the task. Maytag advised that they don't sell parts and could only refer a contractor for a service trip. The customer service agent (CSA) said that the contractor could sell me the part and that they didn't know what the contractor charged for a service trip. An appoitmment was scheduled and I was told three times that the contractor would contact me before they came to the house to discuss parts and pricing.

The contactor, A&E Factory Servcice, hadn't called or showed up so I went out for the afternoon while my mom stayed with my kids at home. Apparently, a service tech called the house and said they were coming out. The tech came inside and put one screw in the microwave before asking my mom for $140. She didn't know what to do, so she paid with her credit card.

I contacted A&E who stated that Maytag should have told me of the service charge (by contract) when I scheduled the appointment. Of course, they never did. Maytag told me that they aren't aware of what their contractors charge and that it is their policy not to inform the customer, because they have so many contractors with varying rates. They also said that their contract with A&E specifically states that they are to advise the customer of the service fee when they call to tell the customer their on the way and again before they come into the house. This never happened, either.

Why didn't A&E contact me? Why didn't they ever dicuss the service fee? Why is the service fee so outrageous?

I have spent no less that four hours on the phone with CSA'S and Managers with both companies, however, they blame each other and neither party wishes to address the other. They both played, "Who's on first" with me too. I explained to Maytag that A&E is dependent upon service referals given to them and that they have leverage on the company to do the right thing. A manager with Maytag agreed and finally said she would take on the problem and would be contacting A&E to get me a reimbursement.

I definitly don't trust A&E and I'm not holding my breath with Maytag, either. If Maytag doesn't come through on this, I will never buy another GE/Maytag/Whirlpool product again!

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A&E Factory Service Ex-Customer
, US
Jun 03, 2016 8:23 am EDT

My wife called for an appointment on Wednesday morning of this week and was told that the earliest available spot was on Friday "between 8 and 5", which seemed like a ridiculously large window of time to wait. I took the day off of work to meet the repairman at the house, and called at 8:05 in the morning to see where I was at in the queue for the day. I was told that I was number 7 of 9 appointments for the day for the repair man. I raised a concern to the nice lady on the phone that 9 appointments seemed like a lot, and in fact, 7 appointments for a tech seemed like a lot, but she reassured me that they would get to me today, although not until later in the day. The math still didn't add up, which should have been a red flag, but I continued anyways. I asked her when she thought I should expect the repairman, and she said probably between 3:00 and 5:00, but continued to assure me that this would not be an issue.

Shortly after 3:00 in the afternoon, I got a call from A&E, which I'd assumed was the tech calling to tell me that he was on his way. Instead, it was someone from central reservations telling me that they needed to reschedule my appointment, and that they would be here "Tomorrow between 8:00 and 5:00".

I went onto the web, and found another appliance shop that was able to come right out to the house this afternoon, despite the fact that I was calling them after 3:00. So I called to cancel the appointment.

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Kevin Le
,
Aug 02, 2008 3:00 pm EDT

I agreed that A&E is a scam company. They've rescheduled a repair appointment twice already. The service contract is a waste of money. My washer is a Maytag front loader. It had stopped operating. No error codes, just a stuck noise when it is turned on. It's the same stories when you search online. For my story, the "repairman" called and said that he locked himself out of his van. This is at 5:30 and after I had called to check on why there has not been anyone coming to fix my washer. They've made me wasted 2 days of work.

ComplaintsBoard
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4:24 pm EST
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A&E Factory Service Horrible customer service!

I too had a horrible experience with A & E Factory. I filed a complaint with the Better Business Bureau and have also asked my credit card (used to pay them) to file a dispute on the payment on my behalf.
Anyway, I thought it would be worth sharing my experience in the hopes of preventing others from going through the same thing.

In Feb. 2008 we had a repair person come to our home from A & E Factory Service (Citrus Heights). The technician informed us that the problem was the compressor and it would take them 10 days to get the part. We let the technician know that we were going to try to find a company to replace the part sooner since we could not go without a fridge for that long. The technician informed us that we owed $72 for the diagnostic (telling us the problem was compressor). We then called a second company who informed us that the compressor was a local part and could be received in less than 24 hours. So, we had the 2nd company come out and look at our fridge. They came out and informed us that the problem was NOT the compressor, that the problem was the overload relay capacitor. They replaced the overload relay capacitor and the fridge now works fine. So, we called A & E asking for a refund on their incorrect diagnostic. They proceeded to give us the biggest run around that I have ever witnessed. My husband was directed to multiple different numbers and was told we can't refund your money. Then he looked up the company on the BBB website and reached a man in Texas who took his info and then had another person, Paula, called him back from Citrus Heights. She told him to fax the copy of the 2nd companies diagnostic to her. The fax number she gave him did not work. After several more phone calls and wasted time he was able to obtain a 2nd fax number. When he called to make sure they had received the fax they had no record of it and told him to call Paula the next day. The next day when he attempted to call the main number he was given refused to transfer him to the Citrus Heights office and told him it was closed. When he looked up the Citrus Heights number on the internet and called, miraculously they were open and he was told Paula was on the other line. He was told that Paula would call him back before she left but when he called an hour later he was told that she had left for the day. In addition, he was told that they had no such fax and he should fax the 2nd company work order again. It is starting to look like their mode of operation is to make it so difficult to receive any assistance that eventually people will give up and just go away. In addition, calls that we made from our home phone number (the one on record with the A & E) do not seem to go through to the company anymore (whether placed on hold and then hug up on, or just not going through)and so we must call from other phones if we want our calls to be answered. We are waiting to hear back from the Better Business Bureau and from my credit card company in hopes of a refund. At this point is has nothing to do with the $72. It is the principle of the matter. This is an awful company with no customer service and a policy of giving people the run around. Truly shocking.

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carol somol
,
Jun 16, 2008 8:48 am EDT

i too am having such a problem with a & e and sears. our 1 year 20 day old washing machine is broken. the starter button is broke and it would cost 155. to fix which is fine. but the repair man tells me that a 233. trim rim (even tho designed to pop off) will be broken to fix the problem. my husband has been back and forth between the rockaway, nj sears store and the wharton, nj repair shop. we finally got the sears store appliance manager to agree to be billed for the trim ring if in fact it is broken in the attempt to fix the broken starter button however the service/parts store would not agree to that. the store manager then gave us the number of the national complaint dept. who told me he was the liason between the store and parts/service dept but tried calling three times and would not help. he offered me a $50. gift certificate! i refused the gift certificate and was told to go back to the store since they were offering to pay for the rim. how many times does my husband have to go to the store and repair service dept?

fustrated!

ComplaintsBoard
J
12:00 am EST

A&E Factory Service Terrible attitude!

After waiting over a week and at least 4 calls to find proof of my extended warranty coverage thru Whirlpool Extended Service Plans. (Only after I called sales told me the fax failed to connect from warranty sales to service dept.) This company was dispatched to repair my two year old Whirlpool Dishwasher. First visit on 2/4/08 had to order part. (A complete motor assembly which certainly should not fail in a 2 yr old Whirlpool) Received part 2/8 and called for another appointment was given 2/12/08 8AM-5PM. Waited all day called 800 # at 4:50PM and was told tech got no answer at 3:28PM. -Was told would call first- never got a call_ A BOLDFACED LIE! I was home, have dogs that would bark at any noise at door and it was snowing lightly and no foot prints at walk or door! Despite speaking to a supervisor made to wait till 2/18/08 for next appointment. They had a could not care less attitude. STAY AWAY!

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26924
Wilmington, US
Jun 03, 2016 8:21 am EDT
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An A & E tech came 1 wk ago to repair my refrigerator under an extended svc plan. He spent no more than 10 min talking to me about the problem; never did anything more than open the refrigerator door; and told me it was 1 of 2 parts, both of which he would have to order.

He said the parts should arrive by the end of the wk (which they did), but for safe measure he suggested scheduling a return visit for 1 wk. We agreed upon a time slot of 1-5pm for this afternoon.

Because I heard nothing from A & E, I called their 800# at 2:30pm to be told that there was no appt set for today. According to the person w/ whom I spoke, an appt was arbitrarily set for A WEEK from today btwn 8am-noon w/out ever asking me. And, even though I have both ordered parts in my possession, no one from A & E was available to come out to repair my refrigerator any sooner.

When I said I wanted to register a complaint, the person w/ whom I was speaking asked if she could put me on hold and then disconnected me!

Bottom Line: I won't have use of my refrigerator for 2 WEEKS and A & E could care less.

Unfortunately, I did not see all the online complaints about A & E until today. I will never use A & E again. Hopefully, others will read this and other complaints before they agree to use A & E for appliance repairs.

SearsCare
SearsCare
Chicago, US
Jun 03, 2016 8:21 am EDT
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Dear 26924,

I'm so sorry for the delay in responding to your post; however I did want to reach out to you. I was concerned with what I read in your post and I'm sorry your A&E repair experience was not a pleasant one. My name is Scott, and I'm a case manager with the A&E Solutions team. At your convenience, please contact our office via email at AEservice@aefactoryservice.com so that we can further discuss your concerns. In the email, please provide a contact phone number and the phone number the appliance was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (26924) for reference to your issue.

Thank you,
Scott J.
A&E Cares

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REGGIE LONG ISLAND
Bellmore, US
Mar 13, 2010 4:55 pm EST

they told me that the time frame was 1-5pm...i waited to 530pm called them and they said " Due to the weather the canceled my appt. at 452pm ...they never called me to tell me this and set another appt. for tues. from 8-12 wtf...i am NOT GONNA WAIT AGAIN !

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Jeff Puma
,
Mar 05, 2008 1:04 pm EST

The customer is Cr*p!

A & E Factory Service, is negligent in their warranty service. It took them over 3 months and several visits before the manufacturer had to replace the new washer/dryer combo.

A & E Factory Service, could not repair the unit and the water damage resulted in thousands of dollars of damage to my personal property. They told me it was my fault and to put the claim through my homeowners insurance.

A & E Factory Servcie should be legally restrained from operating as an appliance repair company.

Government Consumer Advocate Agency's have their number!

Jeff Puma
New York

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12:00 am EST
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A&E Factory Service Awful service!

A & E Factory a warranty company for Whirlpool are incompetent, unprofessional and rude. A total of 5 appointments and still my 1 1/2 year old Whirlpool dishwasher doesn't work. On two occasions the tech just didn't bother to show. When I called to find out where he was I told the tech's supervisor removed him from the route. WHAT! and that means? I was told I could re-schedule another day, when I informed them I had to take time off from work with out pay, I was told by an on call Supervisor, Joyce #4250, I should hand wash my dishes. Her job title should be repulsive idiot. Buyer beware this company STINKS. I already notified Whirlpool, BBB, and Consumer Fraud. Tomorrow I'm contacting Sears. Any advise would be appreciated. Thanks and good luck to anyone else who got suckered into using this company.

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Tonja Russell
, US
Oct 27, 2015 5:35 pm EDT

I have had to wait over 4 weeks to have a part fixed in my washer. I have had the parts 3 weeks. They have screwed me over on appointments. I have taken time off work and they still havent fixed it. I am active duty military leaving tomorrow, the technician was suppose to be at my house today between 1-5 the technician calls me at 530 and says he has to reschedule and I inform him that I am deploying tomorrow he said he was going to call his office and call me back he never did. So I called the office and the supervisor Charlie states that he was the only person of authority that I could speak with and that I would either have to find someone to be at my house on what ever the next date they have available or wait till I come back after a year. THIS IS THE WORST SERVICE I HAVE EVER HAD WITH ANY COMPANY IN MY WHOLE ENTIRE LIFE. I WILL NOT STOP TELLING PEOPLE ABOUT THIS COMPANY UNTIL THEY ARE SHUT DOWN. THEY ARE HORRIBLE AND SORRY AS HELL. I AM GOING TO KEEP WRITING CALLING UNTIL THEY CLEAR OUT ...

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Vickie Walker
Ocala, US
May 30, 2014 6:37 pm EDT
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I had horrible customer service with A&E! Our LG washer was not balancing the clothes correctly, they sent two technicians told me it would be a week before the parts came in. The night before we get a call about our appointment and also that the parts were going to be delivered to our house. I call them and they tell me the parts were cancelled! Well no one knew why or how they were cancelled. Then they send another technician to order the same parts. Again we get a call the night before and I call to let them know I have not received the parts yet, they automatically want to cancel my appointment. I tell them please do not cancel the appointment we have already waited long enough and we would call them if we did not receive the parts. These people do not listen or do not understand, they had cancelled our appointment. I asked to speak to a supervisor and was told he would call us and was going to get with dispatch to try and get them to come out to our house. Well that was a bunch of crap because we never received a call from a supervisor and about 4:00 I called and they said they could not make it on Friday and it would have to be Tuesday! I have never had to deal with such ###s, I have no idea how they stay in business. When we need warranty work done again it will not be with this company, what a nightmare!

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Inchbyinch
Everett, US
Mar 29, 2014 2:54 pm EDT

Have a Whirlpool dishwasher that broke and won't drain after two months. Called for service was scheduled with a four hour window and then was notified one hour into that window at the service man was ill and couldn't make it. Took the day off of work and sacrificed an afternoon with my children to wait here for someone that wasn't going to show up. Unacceptable...lost wages for this.

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Wp2008
, US
Feb 28, 2013 2:54 pm EST

Hello missy_jean_05. My name is Amber and I am a representative with Whirlpool. We apologize about the frustration you have experienced with your freezer. 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 (missy_jean_05), your phone number, your address, your ticket number (34497), the model and serial numbers, and email the requested information to Whirlpool.Digital@whirlpool.com. We would be happy to review your concerns further. Sincerely, Amber.

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missy_jean_05
Waterford, US
Feb 12, 2013 7:10 pm EST

bunch of IDIOTS...they sent 5 people to my house to fix my year old freezers ice maker. (Whirlpool). No one seems to know what they are doing! The second person who came was some idiot old lady who didn't have a clue what to do? The 6th appoitment i made, no SHOW! When i called to see where they were they said in their notes that the tech came to my house and the problem was solved! IDIOTS! My freezer door also has scratches and dents from the idiot old lady who ripped apart my entire freezer. Not happy with the service these idiots have to offer! BEWARE

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Unhappy Customer Here
Fort Collins, US
Nov 07, 2012 2:46 pm EST

Worst service, rude repair men! I had a scheduled service today and took off work to sit at home for my appointment scheduled between 1 and 5. Come to find out he had tagged my door stating no one had answered forcing me to reschedule. The reschedule... is for 8 days out. I will be without my 5 month old washer for over two weeks by the time my next appointment rolls around. The worst part is I know he did not ring the door because I was sitting in the living room waiting, and have two dogs who did not bark. I can assume he snuck up, hung the door with a "sorry we missed you" and left. I will never buy a whirlpool washer or dryer again!

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AshleyS11111
Houston, US
Aug 07, 2012 9:57 am EDT
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OMG this company has the worst customer service that I have ever experienced! The techs do not show up on time as promised! I have even had one tech to say he showed up and no one answered the door when I was home all day waiting. Plus I had received an automated call saying the tech would be late and will come after 5:00pm. But when I called the rep said her notes show he came @ 2:00pm and no one was home. TOTAL IDIOTS! I asked can a tech just lie and say he showed when I was home, and she simply said yes!.. WTF! Then i paid for extended warranty on my dryer AND WASHER and everytime I call and fix it the next time i call they say I only have it on a dryer. WTF kind of service is that?!?! I've been waiting almost an entire month to get my washer fixed. Then today I called to confirm my appointment and again the idiot girl said my washer wasn't on there then placed me on hold and transfered me to the part order department. Worst warranty comapny I've ever dealt with. All I want is my washer fixed, I haven't had it a complete yr before it stopped working.

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CINCYNOCLEANCLOTHES
Cincinnati, US
Jun 19, 2012 6:52 pm EDT
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Worst service ever! I called twice about any appointment that was scheduled. The representative tells me it is moved to a different date 7 days away. I have children and no washer. I request to speak to a supervisor. They hang up on me. Then when I call back I ask them to reimburse for another company and adjust my warranty to reflect the time they could not service me. They talked over me and told me I had to take the date then hung up. HORRIBLE NNIGHTMARE SERVICE!

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12:00 am EST

A&E Factory Service Worst service ever!

1. No communication between dispatchers and technicians.
2. The technicians have no competent professional knowledge to fix appliances.
3. The representatives keep giving wrong information.
4. No compensation to customers for their extremely unprofessional services.
5. The technicians try to get cash.

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12:00 am EST

A&E Factory Service Outrageous cost for repair!

A&E was called to repair a KitchenAid microwave and oven unit that stopped functioning. They are recommended for service by KitchenAid on their web site. The technician said I needed a new control board. He ordered one (which cost $600), it came (marked "refurbished") and he promptly installed it and the oven and microwave unit worked again. He also asked for the old control board back. I did not give it to him. I asked him what was wrong with the old control board. He said that the fuse blew. No wonder the company wanted the old board back. It would cost them about $1 to fix my old control board and sell it for $600 to the next owner of such a unit. I asked A&E to send me all paper work relating to this repair. Under "technician's remarks" was a statement that the fuse was "open."

I paid $600 for a fuse! This seems unconscionable to me and I would certainly be wary of ever using this company again to "repair" any of my appliances.

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12:00 am EST

A&E Factory Service Horrendous service!

A&e factory service repair is horrendous! They should be put out of business! Had I known just how horrible they were I would never, and I repeat never, have contacted them. They are liars and they are completely incompetent! They came to fix my fisher & paykel dishwasher nearly 3 months ago. My appt time was scheduled for between 1 and 5 yet no one showed until 7pm. The guy who came diagnosed the problem and said that a part would need to be ordered and that he could do so and re-schedule to install it in two weeks (They don't carry parts). I said fine. The part arrived the day before the scheduled appt time and I received a recorded phone message from a&e the day before confirming the appt. The next day I waited between 1-5 and again, no one showed. I called the 1-800 number and was told that the guy would be coming but probably wouldn't be at my home until closer to 7pm. I was not happy since I have small children that I need to get ready for bed at that time but I waited for him anyway. He showed up around 7pm and he was clearly not happy to be working so late and complained the entire time that he was tired, that he couldn't reach his hand in to where he needed to get to properly, that he needed a second guy there with him and couldn't do it himself, etc. He proceeded to attempt to get the new part in and in the process, I believe he damaged something else because the drawer was falling on the floor, parts were dangling from their wires and the guy was clearly stressed and sweating. He stayed for nearly 2 hours and then advised me that the new part must be broken too as the machine is not working still (My guess is that he broke something else!) he was so incredibly incompetent and whiny it was pathetic. He said that he would re-schedule me for 2 weeks later and get a new part delivered and took the current "new part", which he claimed was broken, with him (I'm sure it worked just fine). I called a&e the next day to complain and advised them that the next time they send someone, not to send this technician because he was horrible and they agreed. Two weeks later the new parts arrive and they call me again with a prerecorded message confirming that they will be coming the next day between 1-5. I wait home all afternoon and by 5 when no one has showed I call them to ask when they will be coming and they advise me that the technician was out sick and couldn't come. I asked them why they hadn't called me to let me know and why I had to sit home all afternoon then and all they could say is "i'm sorry", "I can re-schedule you in 2 weeks." I was furious but since I had no choice I agreed to this. This time they promised me that the technician would arrive by 3:30. At 2:00 I called them to see if they were still on schedule. They told me that the technician had 2 stops before me but would be there as close to 3:30 as possible. I knew it wouldn't be possible but at that point was just happy that they would be coming. At 3:30 I called them again to see when they would be coming and got the shock of my life. They advised me that the technician had just been to my house a few minutes ago and rang the bell (Not true), no one was home (Not true) and left a call tag on my door (Also not true). They also told me that their routing dept. Called my home phone number (Not true) left a message on my machine (Not true) and did the same on my cell phone (Also not true) and that they would need to re-schedule yet again. I went ballistic. I asked to speak with a manager but they claimed that there was no one I could speak with and I even asked to speak with the liar who claimed that she called me but they said that that would be impossible as well. I am beyond angry and frustrated and am at this point considering taking them to small claims court for taking my money (First appt), stress and aggravation, missed work, breaking my dishwasher further, etc. I am also going to report them to the better business bureau. Beware! Do not use this company! They are the worst!

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12:00 am EST

A&E Factory Service Incompetent repair service!

The people that work in the call centers are the most unhelpful people you have ever seen. They have no idea how to run a service company. I called Maytag for service on a washing machine for which I have a service contract. I was scheduled through their repair service company, which is A&E for service. The tech arrives. after my full explanation of what was wrong, without any tools or parts to repair the machine. He then puts in an order for many parts, actually more than the machine is worth, and says it requires two men, and 180 minutes of repair time. Within the next two weeks the parts start arriving, looking like Christmas in boxes, and I get on the phone to schedule a date which is set for January 14th. On the 13th, the day before the scheduled service I received a confirming phone call of service for tomorrow morning between 8 and 12. At 10 am I called the company because I took the day off and another tech for A&E said I should do that because then I can have an idea of what time they will be coming. I called to find out that I was #5 on the list for the day and the tech coming was still on call #2, which meant it would be hours before someone would be coming. At about 3PM after ranting and raving with A&E, the tech called me only to inform me that he doesn't have the proper tools and has been telling the company that for months and that he was alone and couldn't do the repair. I called customer service only to be lied to by everyone that I spoke to and when asked to speak to a supervisor, they told me none are in the office. I could gladly have an address to write a complaint to but that was all I could get. After snooping around, I found out that A&E is a division of Sears. That Hoffman Estates writes the contracts for the service techs and that basically the company has a terrible reputation based on all the complaints that were filed on the websites. After reading what some of the techs wrote, I find out that they aren't happy with the company and they think the customer call center is loaded with incompetent people that have no idea what they are doing but collecting a check every week. So, here it is the 14th, my next date for repair service is Jan. 23rd from 8-12 as scheduled by Amanda ID#60900 in the Round Rock, TX office. That is after talking to a supervisor Nancy #44397 of the same office that had scheduled for the 28th as the first opening. So even within the same office they don't know what they are doing and when they have availabilities. Does anyone know how you get back at these companies? Someone said that when you call for repair service right away tell them that you DON'T want A&E and they will give you someone else. Well, anyone else has to be better than this.

I figure that between the days off that I didn't get paid for and the parts already in my home, I could have sold the parts, paid for a new machine and been rid of this headache. Any suggestions? Maytag doesn't do anything about it either so they aren't much better, let's be honest here.

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Cynthia
,
Jan 18, 2008 8:07 pm EST

I also bought a washing machine and it was delivered and installed yesterday. Needless to say the washing machine didn't work. I called the store I bought it from to either have it replace or get it fixed. They made an appointment for me through A&E since it's brand new, said they would be here today between 1pm and 5pm. Yay! What fast service. NOT! Take half a day of work (unpaid) to sit and wait, no problem at least I get my washer fixed and wont have to take the laundry to a laundry mat. 4pm comes and goes so I call A&E to find out what the deal is. The service guy is running late and there are two people waiting in front of me, wonderful more waiting. 6pm comes and (with the complaints of hunger pains from other household members) I call A&E again to find out whats going on. The service guy is at the call right before mine and will give me a call 30-45 minutes before he gets to me. Cool time to go and get a quick dinner and get back before he shows up, with a warning call. Finish eating get home and 8:30 rolls around. I called one last time. Where is the service guy that was suppose to be here between 1pm and 5pm? He went home at 6:45? ARE YOU KIDDING ME?!?!? They can schedule an appointment on the 22nd to have someone come out and fix it. What about my wasted day today when no one bothered to show up or even have the decency to CALL ME? "Ma'am would you like me to text his manager and have him call you?" Ummm duh yeah... still waiting on that call. I called the store I bought the washer from after this wonderful phone call to see if they had another service that could come out and fix it, but they can't tell me that without canceling my appointment for the 22nd and if they do that can not assure me that I will be able to keep it. GREAT! If they do this to me again I call the store to find out if they do have another service to come out here.

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12:00 am EST

A&E Factory Service Dishonest company!

Our Whirlpool Calypso washer broke down when only 1 1/2 years old. I soon found out it was involved in a class action lawsuit but told that was washers before a certain date. Our washer was not part of it as I was told by Whirlpool. This was the 2nd week of November. We live in a smaller town and there is not main authorized repair people. The first company Haskins Appliance & Repair called me after scheduled 2 weeks and said they double booked. I said why did you wait till the night before to tell me. I could have came home early etc... needless to say... this gentleman had a board meeting, could not come early am because took his grandkid to school etc... We got stuck with A&E after complaining to Whirlpool about their authorized vendor. A&E tech came out after it took 2 more weeks to fit us in. The tech tried to tell my husband it was going to be $600+ to fix. I was livid since our machine is not that old. We did not buy the extended warranty. I called Whirlpool again to complain and was told the parts were covered under a limited warranty. I guess like a powertrain on a car. They called A&E and found out what parts they were. They overnighted the parts directly to us. We waited a few more weeks. A&E never showed at the one appointment. Called again said they did not have it and would schedule. The same tech came out and said the parts were all not there and he could not fix it. They ordered off parts he said. This is the same crook that tried to charge us for parts covered. After calling complaining again... no call back. They just ignore you. I called Whirlpool management and they offered to send me $50 for laundrymat expenses... I have spent over $125 to date thus far. They tried to get ahold of the company to contact tech to see what parts they needed. They said they would just have to come and diagnose this again. So waited today for them to show. I ran to get the mail at the road and missed a call. They said they would have to reschedule. I called immediately. They say between 8-5 and I miss a call by a minute... and they can't come. I called and was on hold for 20 minutes... then I got a person said need to transfer me disconnected. I called back again and was on hold. I keep getting names of people to no avail. When I did get a supervisor Eloy told me he was at X18875. Well I called back and they can't locate someone by extension or a phone number. I have spoke to Brigette ID 71892, Felisha ID 75746, Shaquita ID 61009, Felisha ID 75746, Denise ID 12423 and Gloria at the national customer service line. I was given the name of the CEO of A&E Mr Reader... told he is out of Round Rock, Texas. If I could have found his name and number on New Year's Eve day I would have called him. This company has no right to be in business. I did charge back the initial $65 fee that I put on my credit card. I still have a washer machine that does not work and I feel that Whirlpool should be embarrassed to have them as an approved vendor. I am disgusted with A&E FACTORY SERVICE as well as Whirlpool (who also owns Maytag). I do not believe I will ever by another product from them if I can help it.

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lionsd
Woodstock, US
Dec 18, 2008 9:52 pm EST

This is the worst service company I have ever dealt with and Whirlpool is aware of it. I will never buy another Whirlpool product again because of A&E. What a bunch of scam artists! I just wish I would have checked this site out first.

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12:00 am EST
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A&E Factory Service Disaster!

I had a repair scheduled with A & E for Dec 11, 2007 on a Haier washer/dryer. I was told the repairman would be in the area anywhere from 9am to 5pm & that he would call when before coming for the repair. With that very broad expanse of schedule repair time, I had to set aside the entire day so that I could in the vicinity to let the repair man in. By 3:00 that afternoon, when I still had not heard from A & E, I called the A & E 800 number to give a back-up phone #, so that someone was sure to be home for the repairman's call. The A & E call center said that the repair man would be there some time in the late afternoon. By 7:00 pm that evening, I still had not heard from the repairman. I called the A & E call yet again. I was told the repairman was still in the area & had one more repair stop to go before coming to me.

The repair man never called, never showed.

I called the A & E call center again at 9:00 am the next morning to inquire as to why the repairman never showed & to request the repair man come today. I was told some odd story that the repairman's computer was not working & that was why he didn't show or call. I was also told by the call center manager (Brandy, badge #70941) that, even though the fault for the missed service call was completely on A & E's end, it was "impossible" to expedite a new service call and that I would have to wait for the next available appointment...3 days later. A date for which, of course, I couldn't take off from work. Brandy's ironic rationale being "that we have other customers scheduled up until that time and we can't interfere with their appointments."

So, here I am having taken a day off of work, and waited all day for a repair man who never showed nor called, and now having to wait almost a week for the next service call.

The true kicker to the story is that when I tried to demand for the repair man to at least come in the morning for the new service call so that I am, not again, wasting an entire day waiting around...Brandy's response was "I can make a notation, but I can't make any promises."

Customer service at its new low.

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12:00 am EST

A&E Factory Service Failure to show for service appointment!

A copy of this was sent to jeff fettig, ceo of whirlpool:

My whirlpool dishwasher was scheduled for repair (The 4th time in 8 months) on saturday, december 1, 2007 between the hours of 8:00 a. M. - 5:00 p. M. Est. The appointment was confirmed the preceding day by a phone call from a&e factory service to me. At that time I was advised that the service technician would telephone me as he was leaving his preceding appointment and advise me when he arrive. Having not received that call by 4:45 p. M, I accessed the whirlpool website and located the toll free number. The whirlpool operator then contacted a&e factory service and advised me that the service technician was on his 7th service call, and that I was next in line. Again, I was advised that he would phone me upon his departure from that appointment. At 6:00 p. M. Est, I once again phoned the whirlpool number, but received a recorded message that they were closed. I then went online a second time to access the national number for a&e factory service. Their operator sent a message to the service technician advising him to call me with an estimated time of arrival. However, I never received a call and the service technician did not show up. I feel that this level of customer (Non) service is unacceptable and wanted to ensure that you are aware of the actions of your sub contractors and how their unprofessionalism negatively affects perception of whirlpool.

Best regards,
Diane patino
9748 walkers glen dr. Nw
Concord, nc 28027
[protected]

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12:00 am EST

A&E Factory Service Nightmare service

I would like to complain about a subcontractor you are using to service your products.
Our washing machine broke down almost 2 months ago and we contacted you directly for help. We were referred to A&E Factory Service (Chesapeake Service District) to help us with our washing machine.
The first trip, the technician never opened the machine and informed me that the problem was water pressure, and that the washing machine was operating incorrectly due to low water pressure.
So, I brought a plumber out and after spending $85, I was sarcastically told that my pressure was at 47psi and that A&E's technician was full of beans.
I called A&E out again, this time the technician was very professional and we needed to remove the stacked dryer off the washer for him to access the washer. We worked together and removed the dryer.
After he removed the top of the washer, he tested the intake valve and concluded that the valve was faulty. He was surprised by the story I told him concerning our first visit and again was courteous, helped place the dryer back up, reconnected everything back up.
He then ordered the part and told me to expect the part in the mail and scheduled to come back in 10 days.
On Friday [protected]), another technician showed up and after 30 seconds promptly returned from the basement to inform us that “that was a quick visit”. He stated that the dryer was on the washer, to which we immediately informed him that we would remove it. He stated that it was against “policy” to help assist remove the dryer. He promptly left and informed us to reschedule another visit.
This was outrageous; we never knew there was a policy or a need to remove the dryer beforehand. If we had known this, we would have had the dryer off a week beforehand if necessary!
Two out of three technicians were horrible! No customer service and I am inconvenienced and had to shell out money for a plumber to come out and diagnose a problem that NEVER existed.
I have always had great experiences with your products, and I do not hold whirlpool to blame, except for obviously subcontracting with these buffoons!
So here it is now going into our second month with a broken washer, and if I call you again, A&E will be referred back out here. This is not acceptable and I want to know what alternative do I have under these circumstances?

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William Blaisdell
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Aug 07, 2008 8:35 am EDT

To date working with Areceived a box ans assumed &E Factory service has been deploable. My relatively new
icrowave was not working. My wife found A&E and scheduled an appointment for a Thursday between 8-12...the earliest was 3 weeks out. They called the day before and said the Tech could not show up and rescheduled for two more weeks. The Tech finally showed up and worked in the Microwave...he was very polite and professional...first visit $135. He said he needed to order parts which would be under warranty and they would be delivered to my home. He scheduled another appointment for 2 weeks later.

The parts arrived, or at least I thought they were the parts and took additional time off from work to meet the Tech between 8-12. At 10 AM that morning I got a call from A&E stating they would have to reschedule since "all" of the parts needed were not delivered. I said I had assumed all the parts were delivered. She asked if I opened the box to check. I stated that I had not opened the box since I had no idea what I would be looking at.

I asked that she have sombody from A&E Management contact me and she said she could't do that. I asked why and she said she was just working out of a call center and had no ability to contact anybody at A&E directly? What sense does that make. I rescheduled another appointment an additional 6 days out. Have not heard from anyone from A&E Management and don't expect to. When I get back from work tonight I will be researching A&E as well as Whirlpool to find out the names of the people running those companies and will never do business with A&E again,

LIARS, UNPROFESSIONAL AND UNRESPONSIVE.

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12:00 am EST
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A&E Factory Service Worst experience in my life

This company does not care about customer satisfaction. It seems that they go out of their way to make it the worst experience in your life.

1. Very money hungry

2. No training to employees

3. Reps on phone are incompetent

4. Upon request, still No calls from Customer Relations.

5. They lie.

I would like to tell you about our experience with A&E.

DAY 1 - The tech comes out to diagnose the problem. Takes the temperature of our freezer because it would not hold temperature. Then tries to remove the panel in the freezer but unable to, so finally says the problem is the control panel. I said "how do you know". He says "that is always the case with these refrigerators". I questioned him not knowing anything about refrigerators because his diagnosis seemed suspicious. We went back and forth with the questions and so of course, we ordered the control panel. A different tech arrives to install it. She says "based on her experience, the control panel usually does not malfunction", so she installed a thermoster and to call back if the problem persists. Of course, it is still a problem so we call back to get an appointment. An appointment was scheduled between 1 - 5pm. We waited and about 4:45 pm, we get a call from the company that the tech had gone home for the day and we need to reschedule. I couldn't believe what I was hearing. I thought it was a joke. We complained to the rep, and the supervisor but nothing could be done, according to them, so we rescheduled. Now from this point on, we have gone without a freezer for 3 weeks because it took 10 business days for the part and we've gone through 2 techs. Upon rescheduling, I had asked for a certified tech that knows the type of refrigerator we have. According to the rep, all techs are certified but I found out from one of the many reps that I had contacted, that the tech we need is a CFC certified tech. Now this guy knows what he is doing. I am very happy to mention his name (Mario) ID#0606103. He is a very experienced worker and very articulate on the process and operations of our refrigerator. He explained the problem, but unfortunately we need to order a different part. The part came from Indianapolis and it took 4 business days to arrive. We have a scheduled appointment and requested for the same tech but the rep could not guarantee the same tech. Now that seems very odd. The tech (Mario) that diagnosed the problem may not come back to install the part even upon request. I was even willing to wait 5 - 10days if we must, to get Mario back, but the rep could only input our request and it may not be granted. So we left it at that. Then the appointment day came and I received a call from the rep, and she asked if we received the parts. I said yes and asked who is scheduled to do the repair. She said it was the 1st tech that came out which we were very disappointed with. I asked why cuz we requested for a CFC certified tech, and looking into the notes, Mario's name was included so I was ecstatic. Couple hrs later, the 1st tech arrived but no Mario. So, I called the rep and she said there is no one else scheduled. We went back and forth and so I suggested to call routing. She came back and said that I was right and Mario was scheduled too. Now if this tech was competent, she would have called routing herself but unable to process the situation and apply critical thinking, she just kept saying that the system shows only 1 tech. Anyways, both techs came and Mario was right. The refrigerator works fine but the service and the reps, they just don't care. You take off from work to accommodate their schedule and they don't even show up. That is very unprofessional. Then we have to adjust our schedule for a tech that is not even qualified to the work. The reps know what kind of refrigerator we have, so send someone who is familiar with that kind of refrigerator. I am very tired and frustrated with their service. I hope those with problems know what they are getting themselves into if they were to call this company. Of course, this is just an anectode of our story, I could go on in detail but it would just waste my precious time venting. Words really cannot express my disappointment.

P.S. They lied about calling and leaving messages. We did not receive any messages from them.

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MARY WALLER
,
Aug 15, 2008 6:07 pm EDT

a&e made me take off a day of work and told me they called no one aneswerd the phone that is not true at all I lost a day of pay and they did not care at all I called the service # and they gave me a&e I knew this was going to be bad but i forgot that i needed m&w not A&e but they gave me a&e I never called them any more now my dryer was not drying at all the man came out I his name was i dont know A&E only gave me his tech#0537654 he told me it was the timer for the heating element when he gets there to my house he changed that part then he is on the phone trying to fix my dryer and then he says it is the motor my dryer was working it was not the motor and then he changed the motor that he had in the truck that was shipped to a house to belle chasse louisiana ups said they left on the pouch of that address now that motor was put in my dryer and now the dryer sounds like a freight train and now it is taken to long to dry clothes I did not have these two other promblems til a&e touch my dryer and the sides of the dryer is pushed in and it was not like that before . so I called the address on the motor and the lady told me to throw it away .her husband fixs dryers now why would they say throw it way this company is not helping people I think they are useing parts over and over and getting paid for new ones we need help to get these people now i got to use them again to try to fix my dryer

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12:00 am EST

A&E Factory Service Refund dept / customer service!

A&E Factory Service is the biggest ripoff artist in Amercia. They come into your home don't know what they are doing. I had a tech come on Nov 12 to fix my Maytag washer. The washer was not spinning or emptying any water. He quickly determined that the belt that was installed was the incorrect size. He changed it charged me almost $200.00 and left. The machine was fine when empty. After I loaded the machine it was the same exact problem as before. I made the huge mistake by paying him with a check. The company couldn't give me another appointment till after my check cleared. One week later they come back and determine that I should pay another $200 plus for a new motor. They kept me on hold for more that 30 minutes and hung up on me.

The employees will not give their last names. Only the supervisors gave an ID number. They are scamming people. Once you pay beware you won't get your money back. I was promised a call from the refund dept in 24 hours guess what It's almost 1 week later. I hope everyone will see this and never use this company again.

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Quality Appliance
,
Nov 30, 2007 5:21 pm EST

Complain to Sears, they own A&E even though they don't want to admit it.

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12:00 am EST

A&E Factory Service No customer service/refund

On Thursday, October 14, 2007, we started experiencing problems with our Maytag washer’s timer control. To make sure we got the appropriate service for our washer we consulted the, “Maytag User’s Guide” that came with our washer. It states on page 11 to call [protected] to locate and obtain authorized factory service. I called this number and I was given the name and phone number of A&E Factory Service in my area. Then I looked on the Maytag website and I found that A&E is listed their number one ”Nationwide Service Provider”. I called A & E to obtain service for my washer. I got an appointment for October 18, 2007. When the service tech came out I explained to him what the washer was doing. He told me, without even touching my washer that the timer was out and he didn’t have one on the truck. He said he could order it and it would be here in three days. I said, OK and he placed an order on his laptop and I paid him $149.45 on my credit card. He said when the part came in to call the office and they would come right out and replace the timer.

Three days came and went and no part arrived. After a week went by and no part arrived I called A&E on Wednesday, October 24th to find out if they knew anything about the missing part. I talked to a guy named Aaron. After taking my information he informed me the part was on back order. He said it was on back order and is not scheduled to arrive until December 31, 2007. I was shocked upon hearing that I would be without a washer for two and a half months. And I didn’t understand why I had not been informed, by A&E that the part was going to be delayed. I told Aaron to cancel my part order.

He said he would cancel the part order, but another department had to refund my money. He said someone would call the following day. No one called. On Friday, October 26, 2007, I again called A&E. A man named Marcus answered my call and I told him what had been going on. He said he would cancel the part order and he would transfer me to a person who would refund my money. After waiting on hold for five minutes the phone clicked and went dead. I called back and talked to a lady named Becky. I had to give her all my background again. She told me that she would now cancel the part order and she transferred me to a lady named Debbie. Upon talking to Debbie she told me that no one had canceled the part but she would? But she couldn’t refund my money. She said she would cancel the part and I would have to call back for my refund. I asked her why I needed to call back when I was already on the phone with her. She said she had to fill out paperwork and call the parts department. I told her to call the parts department and cancel that part order and then I would stay on the line and we could fill out the refund paperwork together. She stated to me that to obtain a refund I would still have to pay the $50.00 service call charge. I said fine. She seemed reluctant to help me at this point so I asked her if I could talk to a Supervisor. She transferred me to a man name Dan who said he was the Customer Service Manager. For the fourth or fifth time I had to tell my story again to Dan. He tells me that “none of the other people I have talked to are allowed to cancel my part order only he could do that”.

I told him that I am getting the run around from his company. He says “he” will help me personally. He looks up my information and says he has cancelled my part order. He then tells me he can refund my money, but I will have to pay the $65.00 service call charge. I said wait a minute, I just talked to Debbie, your employee not more than five minutes ago and she told me the service charge was only $50.00. At this point Dan said because Debbie had said it was $50.00 he would refund $100.00 to my credit card and keep the $50.00 for the service call. I said that was fine and asked for his direct phone number in case I had any further problems. He gave me his direct line and assured me he would take care of my problem.

After a week went by and not receiving a refund I called Dan. I was on hold for ten minutes. I then called the service number and the lady I spoke to tried to call Dan at the number he gave me, and she was also placed on hold. She tried an internal number but no one answered. I then drove to A & E ( aka: SEARS ). I finally found “Dan” and asked him where my refund was. He said the employee who does the refunds had gone home for the day, which I found very convenient. He assured me that he would call me the next morning, which he did. He said that my refund would show up on my charge account in three days. Well three days turned into a week without a refund. I called Dan again and as usual he didn’t know what had happened, although he is the manager of the department. Once again he promised my refund would be in my account in three days. Again a week went by and then my refund was in my account, sort of. Instead of the hundred dollars I was scheduled to get I only got $84.45. So on November 12, 2007, I had to call Dan again about what had happened to my full refund. And as usual, Dan didn’t have an idea of what went wrong. He promised to call me back with the information. I’M STILL WAITING

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Jeff
,
Nov 20, 2007 6:51 pm EST

I had a very similar experience with A and E. The timer on my Maytag washer went bad and I waited 7 weeks for parts delivery and for the technician to return. The technician arrives and realizes the first technician ordered the wrong timer. I called a local appliance repair shop, within 2 days the washer was fixed.

I cancelled the A and E order, but after 3 calls I had the same run-around on obtaining a refund. I gave them 10 days to correct the problem. After 10 days with no credit issued I called Visa and had my full refund within 3 days.

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12:00 am EDT

A&E Factory Service Service appointment cancellation

The manufacturer of my washing machine made an appointment with A&E to have a technician diagnose a problem with the washer (at the manufacturer's expense). A&E's idea of an "appointment" is that they will come between 8 AM and 5 PM. We rescheduled the appointed day to one when someone would be able to be home all day--one week after the initial "appointment."

After diagnosing the problem, the technician told me what the charge would be. I told him that the manufacturer was paying the charge. He told me that it would be easier for him to cancel the appointment after it happened rather than track down the billing glitch with the office. Easier for him, perhaps, but more difficult for me. When I followed up with the manufacturer to arrange for repair, A&E had no record of the visit. When arranging to have the part installed, I naturally asked for another service provider.

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Cherie
,
Jul 23, 2008 7:42 am EDT

My Whirlpool Duet Washing machine was bought through Lowes. After it broke (only 1 yr & 2 mos old), they told me that A&E would come out on July 23rd. They gave me their phone #, etc. I receive a call at 9:15am on the 23rd to inform me that a technition would not be in my area on the 23rd. Well, then why was it scheduled? They told me they find out last minute if service people are available. This is ridiculous. Lowes has screwed me and now A&E screwed me. Isn't there anyone reliable anymore?

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12:00 am EDT

A&E Factory Service Destroyed my refrigerator!

The compressor on my 3 year old refrigerator broke. I was told to call A&E because it is under warranty. During the repair the tech told me he cut the suction line and that A&E would now have to replace the refrigerator it cannot be repaired. He said they would contact me within 24 hrs about the replacement. He also scratched and gouged my hardwood floor in the process. Customer service will not allow us to talk to any managers or supervisors and only that someone will call us back. Nobody has and it has been a week. They also said have your homeowners insurance take care of the damaged floor.

Beware!

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Quality Appliance
,
Nov 27, 2007 5:17 pm EST

Send letters to Sears, they own A&E but don't want to admit it. So many people are so dissatisfied with Sears that they won't let them in their house, so the Sears guy drives his truck back to the shop, changes shirts and gets in the A&E truck. Same idiot different truck.

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Aline Rizk
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Nov 03, 2007 11:59 am EDT

Rip-off artists, liars, cheaters...

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12:00 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

A&E Factory Service House flooded and washer then burned up due to a&e tech

My Maytag washer machine has been nothing but trouble since I purchased it a few years ago. On Saturday Maytag Warranty sent out A&E to my home because I noticed the carpet under my feet in front of the washer was went. The tech came to our home and took apart the machine and saw a very tiny pin hole in the black tubing. he went out to his truck and got some sort of glue that he said would seal this micro size hole and he would order a new hose but I could do wash after two hours of allowing the glue to dry. I did not do any clothes on Saturday but did a load on Sunday morning., Within minutes of me walking away from the washer my son starts screaming that my house is flooded. I run to the laundry room to see water gushing out from under the washer machine. I turn off the machine and call A&E. Of course on Sunday they had people manning the phones but no one to send out under emergency conditions due to my carpets being flooded, drywall soaked as well. They said I would have to wait until Monday.

I called this morning and explained that the tech had told my husband, two boys and myself that I could wash clothes after two hours to allow the glue to dry and that now my house is flooded. They said we will send someone out today. Well by 3pm my house is starting to stink from molded wet soggy air,,,so I call them back and ask when this guy would be coming out. They said before 5pm. I called again at around 4:30pm and he was supposedlfy on his way to take photos of the damage and write out a report. Keep in mind that this tech would not give me a print out of his visit on Saturday and the instructions he gave us. He arrives at 5pm and I asked him about taking photos of the damage and he said "I am not taking any photos, we are not allowed to". I told him that is not what the A&E office has told me on Sunday and again today. He opened up my washer machine and realized HE FORGOT to attach the one end of the black hose so it was NOT the pin hole he sealed off, it was a flood in my home due to HIS NOT attaching the clamp on to the one end of the hose. He fix the clamp, ran my machine and said "see, there are no leaks, I just forgot to put the clamp on the hose. I will make out a report about this damage". I asked him if I could have a copy of this report and he said "no, that he does not do the report until later on so he left my home again without giving me anything to even prove he was at my home.

During him fiddling around with my washer, clamping the hose up etc he ran the machine for a few minutes and then I walked into the kitchen to watch that my dinner did not burn on the stove and he wrapped things up and went outside to leave. I followed him outside and again ask him to write me something stating that it was due to his negligence that my carpets were flooded. He said he could not and could NOT and neither could the A&E people tell me just WHEN they would remove this moldy damp carpet and repair my base boards etc. This tech leaves my driveway and drives down the street and with that my son comes running to me saying the washer machine was on fire...I ran inside and my husband runs from the other end of the house to find out entire laundry full of white smoke that smelled of burned wires. This tech had left my machine running but had turned off the water to it and the machine and drum ran without water in it and it burned up...I immediatley was on the phone with A&E and told them to quickly get this tech back to my smoke filled house. The put me on hold to about 10 minutes and came back on the line stating he would NOT come out to my home, and he told them that he never touched my washer machine and told me not to do any clothes,,,which ALL of that is a lie. He said and did all of these things that I have stated in front of my, my husband and my two teenage sons..

So now I have flooded floors, ruined, carpet, mold growing in my home and a washer machine that has been burned up due to this tech NOT watching what he was doing. A&E should expedite this matter, authorize me to get estimates today, which they did NOT, and fix my home and now replace my washer machine that is burned. My house stinks of burnt wires, burnt something, and I feel I have no chose but to take these people to court.

I have informed Maytag that I feel after all of this that they are sending out a company that is rude, uncaring and not honest to say the least and has left me with no washer machine and flooded floors, base boards and drywall and they act like they could care less about the mold factor and air quality in my home.

This is just unreal...I asked A&E for their Corporate Headquarters phone number and they would not give it to me,,,they said the company would rather have you write to them with complaints. I finally got their website address and I can not find a place to email this company a complaint...

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ANTHONY V. BATTAGLIA
,
Mar 22, 2008 7:30 am EDT

TO WHOM IT MAY CONCERN, I AM IN DEAPERATE NEED OF THE PHONE NUMBER OF A&E FACTORY SERVICE HEADQUATERS/OFFICE OF THE CEO. MY EFFORTS IN VAIN DEALING WIH YOU CUSTOMER SERVICE PEOPLE AT THE LEVEL OF FOLLOW UP AND COURTESY AND IT IS AT THE MOST UNPROFESSIONAL AND DAMAGING POINT OF YOUR CONTRACT SERVICES. IF THIS COMMENT CAN BE DIRECTED TO IT'S PROPER SOURCE OF INQUIRY IT WOULD BE MUCH BE APPRECIATED. MY PHONE CONTACT NO. IS HOME:[protected], CELL:[protected]. PLEASE ADVISE, MR. ANTHONY V. BATTAGLIA

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Tom
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Mar 21, 2008 2:09 pm EDT

There appears to be a corporate culture at A&E, which is prevalent from coast to coast, of misinformation and downright deceit. I've been over two months waiting for these people to repair my microwave oven which actually worked prior to their initial arrival. (There was a suspicion that it may have been involved in a recall - it wasn't) Since December, 07 until now March, 08 I still don't have a functioning appliance. Parts are never available, technicians are unavoidably delayed and that's not my department is typical of the kind of abuse unwitting customers are subjected to.

It's no wonder to me why Sears is on the rocks. As far as I'm concerned Sears can fail and take A&E with them. For anyone now working for these companies, I'm sorry for you and your families. Quick, get another job.

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Quality Appliance
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Nov 30, 2007 5:25 pm EST

Contact Sears, they own A&E even though they don't want to admit it.

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Quality Appliance
,
Nov 27, 2007 5:12 pm EST

Send letters to Sears, they own A&E but don't want to admit it. So many people are so dissatisfied with Sears that they won't let them in their house, so the Sears guy drives his truck back to the shop, changes shirts and gets in the A&E truck. Same idiot different truck.

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Joe Smo
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Oct 23, 2007 10:32 pm EDT

Well... Why blame A&E? You were the one who bought a maytag! You are the idiot! Buy a new one. Buy a Whirlpool!

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ELGIN L. NICHOLS
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Oct 23, 2007 1:10 pm EDT

I have been a retailer and servicer of appliances in Michigan
for 35 years. The consumer is not aware that since Whirlpool
purchased Maytag, Amana, Magic-Chef and Jenn-Air they
have changed those product service requirements to match
Whirlpool policy. Independent services were paid millage to service appliance customers outside of a 25 mile radius. Now that Whirlpool owns these companies they have made it clear to us that A&E is to service all of their products during warranty if outside of the 20 mile zone. I was told by Whirlpool that independent services are too expensive compared to A&E. We have gone behind A&E to pick up their mess and to do the job right the first time. I want you to know that we are concerned that, you and other consumers are losing... this type of service is going to be the norm for consumers. As more and more independents are pushed out of the market it won't matter what brand you buy A&E or another company like it will be the Final word... bigger does not make better !

ComplaintsBoard
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12:00 am EDT

A&E Factory Service Fraud & cheating!

This spring, the fan in my frig/freezer went out. I thought the door hadn't closed all the way so waited 2 days to call. When I finally got service, he said again and again and again that this kind of frost meant the fan went out. This month, the same frost pattern happened. I called right away and requested a different person since this was supposed to be a "rare" problem. But the same guy was sent. I let my husband handle it. Seems there was nothing wrong with the freezer, just didn't close all the way even though it looked like it. He pronounced the freezer to have no problems. The he greased the perfectly good rails and charged $35 in addition to the visit. I complained and was stonewalled. So I called back to go higher and learned more of their practices. Seems back in April, we were charged $119 in labor that was under warranty. The guy on the phone told me I was supposed to get an authorization number from Maytag. Huh? So I requested copies of the bills so I could pursue the $119 as well as the $35 (well, let's just add the $45 home visit since I was "mislead in April). The"copy" came but the $119 was not noted — just totals. I'm pursuing this and will probably have to report them to the state. Whatever happened to business ethics...

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Jennifer J. Ray
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Dec 31, 2007 12:13 pm EST

I am in Georgia and this company is crooked. I am going to write the Consumers Affairs Dept for the State of Georgia... the tech came to our house and tried to charge $500+ dollars for parts covered under a limited warranty by the manufacturer. I told my husband to reject quote and I would call Whirlpool. Whirlpool sent us parts directly so it was free and A&E was to come out and fix it. The same tech came out and did not even try to fix it and said not all the parts but it was the parts he had put on the quote. I agree with you... to make a long story short. We should contact Clark Howard... he looks out for consumers as well.

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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