A&E Factory Service
reviews and complaints

My refrigerator has been broken since April 9th. Lowe's warranty uses A & E Repair Services for their warranty work. A & E is the absolute worst company I have ever dealt with in my life! The only way to get in touch with anyone is through a 1-800 number and all you talk to is order takers that have no superiors. Today was supposed to be my 6th visit from them from 1 to 4 and they called at 4:00 on the dot to say they weren't coming today that I need to call and reschedule...AGAIN! Called the warranty company, very angry I must say after my husband took off work to wait on them. They made me another appointment for next Tuesday. Now, they just called and said they would have to change it until Wednesday! I work on Wednesdays!
I will NEVER buy another appliance from Lowe's or Sears unless I find out that if I have any problems I will NOT have to deal with A & E Repair Services! Buyer beware!

After purchasing a Kenmore elite side by side counter depth refrigerator from Sears, in Triangle Town Center in Raleigh, NC on 4-24, 2010, I had to go to Sears to get them to authorize a repairman from there Blue Team to come to my house to fix a faulty ice bin on [protected]. The repair man from A nand E factory service who came was very nice and proceeded to fix the problem. We asked him to replace the water filter while he was there and when he pulled the fridge from the wall, we discovered water damage to the tile floor. He told us that the people who originally installed the water filter when the fridge was delivered installed it incorrectly. As of now, we have no mold problems as a result of this poor installation, and hope none appear in the future.We paid for a new water filter but no other compensation was given. The service call was free as the ice bin was just extremely stuck, not broken and the repair took about 3 minutes. The Blue Team is not what it is marketed to be...after going online and chatting about my problem, I STILL HAD TO DRIVE ALL THE WAY BACK TO THE MALL AND TALK TO A SALES PERSON WHO THEN HAD TO CALL THE BLUE TEAM TO AUTHORIZE THAT I REALLY DID NEED A SERVICE CALL TO FIX MY ORIGINAL PROBLEM.the online person wanted to send me a free part to put on myself...but the ice bin was tuck in the door of the freezer side and could not be removed! I will not be buying anymore appliances from Sears because of this incident.Since A and E factory service is the Blue Team, I am not happy with the original installation of this refrigerator.

I purchased an extended warranty from this company on a whirlpool refrigeratot Ipurchased at Lowes. The fridge is 18 mos old and they ahave attempted to repair it 12 times without success. I am told by the resolution hotline the service tech has to deem it unrepairable in order to replace the fridge and the service tech tells me they can only do what their boos that they speak with while repairing the fridge tells them to do. Their "boss refuses to speak to me[ the customer]. Whirlpool says it is not covered since the factory warranty ran out at one year, however they came to repair starting at fridge age of ten mos. Lowes says since we didn't buy the warranty through them there is nothing they can do.. helpppppp

I bought a Maytag Front Loading washer, 1 year and 1 day after purchasing, it stopped working. I called my extended warantee company, they put me in touch with A & E. I called A & E, they would be out in 1 day to fix it. I needed to be home between the hours of 1-5. The repair man came at 4, he took a look at it, called A&E, did I diagnostic, and was told the electronic water valve needed to be replaced. He didn't have one with him, so he would order it. This was on a Wednesday. He would not be able to come back until the following Mon. I had to wait 5 days. I was called, so they could tell me that he would be there between 8-12. He came at 9:30..put the new piece in...still didn't work. He checked a computer system...did a diagnostic...called A & E...and was told it was probably the control board. Again...no part. He would have to order it...and have it sent to my house overnight. He would be back on Wed. Wedneday I would again have to be home between 1-5. At 4:30 he came...put the new part in...guess what...it still didn't work. Again...another diagnostic...he called his company again...they said...well let's try the lower motor computer board. He didn't have the part...so he would have to order it and have it expressed since it was now considered an emergency. I would again have to stay home friday, from 1-5 to wait for him. The part did not arrive thursday. Friday at 1:30, i get a call asking me if I the part had arrived. While on the phone with A & E the part arrived...I thought...wow great timing. (yeah right) I was told that someone would be out. 45 minutes later a woman calls and tells me that we have to reschedule. I was shocked. I told her that I have been waiting 10 days already and was told someone would be out. She informed me that when someone is on the list for waiting on a part...it does not hold the appointment. And that she couldn't sent anyone...because no one was in the area...later she told me that they were too busy. I asked about Saturday...she told me they don't work in my area on Saturday. I then told her...that I was going on vacation on monday-thursday, so they wouldn't be able to come out during that time. By this time, I was upset. and told them, they this was unexceptable. All she would say was, I am sorry but this is how it is. And then started to blame me for it, because I was going on vacation. Hello, you had 10 days already to fix it. So in one week, they will be back to try and fix my washer. But even then, there is no garantee that it will work...they might need to try another part.

Our dryer belt broke a year after we bought the Samsung dryer from Lowe's. We contacted Samsung and they referred us to A & E for a repair call. As I was on the phone with Samsung I was checking out Angies List on line for any service issues. That should have been my first red flag. They did not rate very high in reliability or service. I did not have any choice so I went with the first service call available to us. the familiar 8-12 slot, the next day. At 11:20 I got a call from A & E customer service letting me know that the tech was not going to make the 12 cutoff. Now it was between 12-4. That was the last call I got from anyone. At 4:20 I called the A & E service line and was told my repair was now set for a 5PM service. At 5:50 I called again. They told me a service tech was on his way. He called 5 minutes later. Fifteen minutes later he was at our home. Five minutes later, his diagnosis was the same one I called about. And of course he did not have the dryer belt. He needed to order it from their Elgin, IL warehouse. What a fiasco. Samsung has been contacted about how this company is treating it's customers. After all, Samsung must have a contract with A & E, making them one of A & E's customers. I would nominate the CEO of A & E for the CBS Undercover Boss series as he needs a reality check of how awful the entire company treats it's customer's. Better yet, have his spouse call in for a repair and see how that works out for them. Never again!

This company provides the absolute worst phone support and customer scheduling that I have ever experienced. They schedule like cable companies of the 90's telling you that your servive will be from 8 till 5 and are rude when you try to narrow it down. The service techs themselves hate the system and ask you to complain when you complete the phone survey. When you attempt to narrow down a time 8 till noon or noon to 5 the phone people simply get more rude. I would avoid this company at all cost. If you have a service contract ask the store that sold it to you if they can provide you with a different repair company they often can.

I bought a brand new hot water heater from Lowe's, it is a Whirlpool brand name. Once it was installed, we could still smell gas coming from the valve box. I called Whirlpool and they said they would send us a replacement valve and scheduled a service call for A & E Appliance to come out and install it at no cost to us. I called A & E, made the arrangements, took the day off work to be here. A & E said that they would be out Saturday afternoon between 1-5 pm and to let them know that the part arrived. I received a confirmation call from A & E that a tech would be out on Saturday. The part arrived on Saturday morning, I contacted A & E and they told me the a serviceman would be out between 1-5pm. I received a recorded message at 4:08pm from A&E that they were not coming out. I called them and the man I spoke to (Mike) said that my parts status was never updated so that is why they canceled on me. The first woman I spoke to said that she seen that the part status was updated. After a few choice words, I called Whirlpool and complained. Jonathon from Whirlpool called A&E and got a very different story from Mike. Mike told him that he had a skeleton crew and could not keep his appointment with me. I told A&E that I was filing a complaint with Whirlpool regarding the lack of service I received from them and that I hoped that Whirlpool would drop them as their service repair company!

Frig water dispenser fixed $222.00
AE Factory Service Complaint
Kenmore side by side frig. water dispenser not working.The ice maker was working so it was not the water switch or solonoid. The plastic water tubing was not frozen either.
SEARS sent AE FACTORY SERVICE LAKEWOOD NJ / TECHNICAN :DAVE
Part replaced : plastic bracket # 2180266: $18.00
Time to install: 11 mins.
Cost of total repair: $ 222.42 They charged $75 to give an estimate.
PRICE GOUGING TO THE MAX.BEWARE.
If your able try this: pop off the plastic on the front of the dispenser and poke around a little, disconnect a few wire connections, remove old bracket & install $11 part.
A & E Factory Service
Address: 945 Airport Road
Lakewood, NJ 08701
Principal: Ms. Shirley Bicknell, Field Support Mgr Sears
Customer Contact: Ms. Shirley Bicknell, Field Support Mgr Sears - [protected]
File Open Date: September 2003
Type of Business: Appliances - Major - Service & Repair, Appliances-Major-Dealers, Appliances-Small-Dealers, Discount Stores, Electronic Equipment & Suppliers - Service & Repair
BBB Accreditation: This company is not a BBB Accredited business.
Additional DBA Names: Lakewood Service Center
ALSO SEE: http://www.my3cents.com/showReview.cgi?id=32943
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This company is horrible! I have a 2 year old Maytag Commercial Washer & Dryer stackable that came with our luxury apartment condo. The washer started to leak whenever we used the bleach dispenser. When you contact Maytag for service they use A & E. The first available appointment was 1 1/2 weeks away, I took it. Then 4 days prior to the appt. they called to cancel so I rescheduled for 4 after the 1st appointment. I left work early and was home for the 1-5pm window. I called around 3pm because I had not heard from them and they told me the tech would be there at 4pm. Well, at 3:30pm they called to tell me the tech could not make it so I was re-scheduled for the next day from 8am-10am. the tech did arrive the next day and immediately discovered I needed the bleach hose replaced. I was happy that at least now it seemed I was getting somewhere. He couldn't find the part number in his computer so he called his supervisor who gave him the part number. He ordered it and it was scheduled to arrive UPS in a few days. He immediately scheduled me for 10 days later to have the part put in and advised me that it would not be him because he would be on vacation. UPS did come a few days later with a part but it wasn't the bleach hose. I called A & E to have them re-order the correct part to which I got the response, someone will call you. No one called and whenever I ask for a supervisor one is never available. I had the number of the tech that came to my home and called him and asked him to take care of the problem. Thank God he did, because A&E never called me back. The hose finally came on the Friday before my Monday installation appt but on Monday after waiting for 4 hours they cancelled gain and now I have to wait until Saturday for them to come. It has been 1 month and my machine is not repaired. They handle all of Maytag, Whirlpool, Kenmore, Sears appliances. They are horrible! I want them to replace the $4 hose and when the $144 Amex bill comes for their service call I will not pay it. They really do not care about the customer. If you can find an independent repairman in your neighborhood do so!

Would strongly not recommend using A&E factory service. They send out technicians to repair whether or not the technician has ever repaired the item you are needing service on. Additionally, needed the technician to come out mulitple times with no sucess. First time waited 4 hours during my scheduled time and no one showed up. Even when that happens where they miss an appointment, they will only schedule a new appointment in a 4 hour window. They were unable to repair the hot water tank which ended up not needing repair but actually just needed to be turned up do to the very cold weather we are currently experiencing in 'St. Louis. Finally, when we requested a different technician they continued to send out the same worthless technician. Finally went to Bieg Plumbing who were able to come out and resolve the issue in a single visit.

They were a no show after giving me a fixed time slot 10 days back. The worse part is that sears doesn't give a crap either. Most worthless bunch of pukes I have ever dealt with in the appliance repair industry. The technicians have no clue what they are doing. How a reputable company like sears deals with such an unprofessional company beats the crap out of me. The worst part is that their (sears) management is clueless too. I wonder which slime ball they paid off at sears to get this lucrative repairs contract.

My brand new condo in Miami, FL had a washer/dryer unit in the closet. Within 3 years of closing, the Maytag 4.0 cu. Ft. Neptune Electric Dryer stopped working. I had my tenant provide me with the service number on the serial tag and called for repairs. Here's the timeline as it played out:
12/06/10 - called to have a technician come to fix the unit, scheduled for 12/14 between 8-12
12/14/10 - no show at 12, tenant called and found out that parts had not been ordered for repair yet - rescheduled to 12/28
12/15/10 - parts ordered by A&E for delivery to service center in Hialeah
12/17/10 - first part delivered to Hialeah, FL and signed by Irizarry: 1ZE1W8501247908427
12/20/10 - second part delivered to Hialeah, FL and signed by Andrew: 1ZAE71031227619174
12/28/10 - no show, technician called and asked if my tenant had the parts and refused service after learning he didn't - rescheduled to 1/6
01/06/11 - no show, technician called and asked if my tenant had the parts and refused service after learning he didn't - rescheduled to 1/18
01/18/11 - no show, technician called and asked if my tenant had the parts and refused service after learning he didn't

Total number of days my tenant stayed home from work waiting on a technician: 4
Total hours spent by me and my tenant trying to sort issues out: 10-15
End result: I ordered a new dryer as I didn't believe the insincere apologies given to me by A&E, I couldn't rely on another promise of waiting for a repairman only to have him call up and cancel because they couldn't figure out that they've had the parts in their warehouse since 12/20. Being a service center - I don't understand how they provide no service and make no repairs, but continue to stay in business.

A&E Factory Service is just horrible., What a nightmare to deal with them Don't buy any Sears Appliance because Sears is using this incompetant company to perform their service for repair. They never show up on time. They lie, overcharge you, and then wind up not fixing anything.

If you want more of the terrible service they are supposed to repair, feel free to call me. We should all come together and sue this company and don't buy any appliance from Sears.

I recieved a tech from A&E Repair services On Nov 3rd I believe. Originally came over. Arrived at my home on time when it was said to appear time 8: or 8:30 am. Looked at my refrig. Said that the reason my water dispencer was not working is because the back pannel of my refrig. was iced frozen and blocking for the water to run up and come out through the water dispencer. Technician sugguested for me for me to remove all food contentes from my refrig and freezer on SUNDAY of that week until wensday of that same week he would come back he was going to order a special portable heater that would then allow to heat up the back panel unit and help with the problem. Neatless to say. I got a call 2 days before that same Wensday that he was supposed to show up voicemail from A&E Factory Repair to call and reschedule. I called concered because the representative that I spoke to that same day about the VM left, their was no such reschedule. They appologized the date was still posted for that same Wensday for tech to appear between 1-5 pm estern time. Well, he did not show up. I got the parts that same Wensday in the afternoon but no tech. I called A& E they said they rescheduled me for the 19th of November 2010. I was not even made aware that the reschedule took place because no one called or left VM. Then they called me again saying that since I finally got the parts delivered by UPS that they can place the appointment for the day before for the technician to come over and fix the refrig. November the 18th between 1-5 pm estern time. But, I recieved a call from someone a representative from A&E repair not identifying her name just the company that she was calling from, that technician would not come over today. There was not tech available for today. She was unsure if she could shedule me for next week. I explained all that has happend with my food being rotten the time spent and the constant rescueduling. She just hung up the call. So I called today spoke with A&E Factory Repair Dept customer service. Spoke with a Rep called Elaine. She says he has not record of this conversation taking place of a rep calling me at 10:30 am saying that their was no tech to come today. That I am scheduled for today. I asked if it was posible to speak with a SUPERVISOR. She connected me to a Escalation Dept Rep. Not a SUPERVISOR named MATT REP ID 83269. He said that his positon their was just like a SUPERVISOR. After him verifying with other depts says that indeed I am scheduled for a tech today to come over and fix my refg today. I will keep you posted if that is so.

I have a brand new GE freezer that isn't working. We have over $800 in meat in it that is spoiling. I am having to try to keep it frozen in neighbors freezers and ice chests. I scheduled an appointment for Saturday between 1 and 5. At 4:30 I got a call from A & E saying they were running late and would be here between 5 and 5:30. They never showed up and never called. At 6 I called them and they said, "Oh sorry. We will have to reschedule for Tuesday afternoon." WHAT? They didn't keep their appt., didn't bother to let me know, and now I'm at the bottom of the list again. What incompetence. I am struggling to keep $800 (our whole year's supply) of meat from spoiling and they could care less. It seems to me that if you completely blow someone off, they should at least be the first one you'd service the next business day. No back to the end.

I've been dealing with trying to get a Maytag Refridgerator replaced since May 2010. The first month they sent out 3 technicians and each was unsuccessful, finally determining the refridge was unrepairable. They were to have called in a "claim".. whatever that means. Several month and calls later (mind you I had to buy a temporary smaller refridge just to keep going.. how long do they think a family can live without a refridge anyway)... Sept 2010... every week I call being told the same BS story as earlier.. finally one rep suggests we start over and send another rep that WILL call in the claim.. 3 days later I have to call back... another 2 days I'm told to call another number... mind you this happens during a week that I am flat on my back with bronchitis but I'm on a time table.. the number they give me.. it's Whirlpool who is NOT handlling the warranty (Assurance Warranty I handling this one)... so while Whirlpool offers to replace at a discount, it's still hundreds of dollars more than I should have to pay because my policy covers "replacement"...

Bottom line I stil have a huge, dead refridge in my kitchen and NO ONE from A & E has followed up. Guess they think if they pull your chain long enough you'll just give up... tempting, but NO WAY! They will replace this $900 refridge this year or NEXT!

DO NOT USE THIS PROVIDER... IF YOU WARRANTY OFFERS TO SEND THEM, ASK FOR ANOTHER.

I have a Maytag Neptune TL washing machine that I have had for 4 years. Just recently it started not draining and wouldn't go to the spin cycle. Called A&E and a tech. came out and looked it over. He didn't know what was wrong with it so he calls his boss and the boss is walking him through all these test. He came to the conclusion that it was the pump that was broke since it wouldn't drain. So they have to order the part that was $77 and would take 3-4 days to arrive. So that part arrives and a different tech. comes out this time. He installs the new pump and starts the washer and again it will not drain and go to spin cycle. So he messes around with for a while and decides that it is the clutch that is bad not the pump. So I have now been without a washer for a little over 2 weeks. I have a wife and 2 children under that age of 3. Laundry is piling up. So tech. tells me the clutch will be about $230. I told him no thanks. He tells me to call A&E to get a refund on the pump as it was not the problem. Now I am very handy and I should have done this in the first place...i started taking the washer apart myself. removed the tub and examined the clutch. The clutch worked fine I just cleaned it and greased it. As I went further I found the problem. The main bearing on the tub had seized up and wasn't allowing the tub to spin...hence wouldn't go into spin cycle. I removed the bearing with a little work and cleaned it, removed any debris, repacked it with grease and it is spinning like brand new. I reassembled the machine and it works. Needless to say the next day we did 6 loads of laundry. Now the next complaint is my refund. It has now been a week and still no response from the billing department and they told me to expect a call by Oct. 11th which is another week. So just a heads up to everyone...If you can't manually spin the tub by hand when the machine is off then its probably the bearing.

JOHN H.

I made an appointment with A & E throught the Home Depot extended warranty dept. for service between noon and 5: 00 pm on September 28. The appointment was scheduled on Sept 13. I took 1/2 day vacation from work to attend the appointment. At 2:00 pm on the 28th, the A & E office called and said that no technician was available. Therefore, I lost vacation time. I told Home Depot that i refused to use them again and they are trying to find another vendor. Interestingly, Home Depot advised that A & E informed them that I cancelled the appointment.

Is it possible to give negative amounts of stars? If it were, this business would be getting them! HORRIBLE customer service practices! I bought a brand new dishwasher from Home Depot in Feb. 2010. It's now the first of Oct. 2010 and the dishwasher won't work. I called the manufacturer warranty, which leads me to a Sears number - who btw will also be getting 0 stars! A repairman was scheduled for between 1 and 5 today. At 4 they told me he would be here just after 5 and they would call me with a better ETA at that time. Never got a call. At 5:45 I called them, they said they would have the technician call me on my cell since I had to leave to pick up my son at an afterschool program I put him in so I would be home for the repairman! $$ from MY pocket, and for no reason! Tech never called. I called the Sears # several more time but got various stories. At 7:25 the one customer service rep said he spoke to the technician and he ASSURED me he would be here in 10 to 15 minutes! 40 minutes later, nothing. No call, no tech. I call again, only now I'm given the run-around about how dispatch is closed, etc etc. I asked numerous times for a supervisor but each time I called I was put on hold while be "transfered to a supervisor" and stayed there for 10+ minutes before hanging up and redialing. I finally got ahold of A&E again, who said that at 7:55 their technician called in and said he wasn't going to make it. I am talking to A&E at 8:25! NOBODY bothered to call me! I have a large party tomorrow night and need a working dishwasher. I spent my whole day today waiting around for a repairman who never came, never called. Everything I set aside today has to then be done tomorrow! I could have gotten everything done today and waited tomorrow if only they had made 1 courtesy call and told me the truth! I would NEVER recommend this company and I would NEVER recommend Sears either! This is a Whirlpool dishwasher...last time I buy one of THOSE too! $700 for a dishwasher that is useless to me right now, plus a lot of income out the door since I sat waiting for a tech today. Who will pay me for my time?

I am so angry. My husband is a hard working man with years or experience. He worked as a service tech for A&E and was highly praised by his customers. He recently got awards for his work. He was a hard worker and showed up for work on time day after day. Few people have the expertise in this field and are as reliable as my husband. Sears terminated him for wearing open back shoes that he wore when it was about 94 degrees outside. He told his boss that he would never do it again yet he was still terminated and was never given a letter of warning. I don't think I will ever shop there are recommend this company again. This is a merciless act on the part of A&E, (formerly Sears). A&E has the greater loss.