A&E Factory Service
Reviews and Complaints

This company get's an "F". My kitchenaide microwave seemed to have a minor problem. When you shut the door, the light came on the table would rotate. Everything else worked fine. I figured there was a problem with the door latch. The technician from and A and E said he did't understand the problem, but must be a microprocessor problem. He told me I needed to pay 500.00 dollars up front, he had to take the entire computer panel and send it to a third company CGI. CGI stated the would have the part completed in 4 days. So, the technician and I scheduled an appointment for two weeks out. I am an MD and cannot miss work. I took the day off, Aug 19th. No body showed. Later that day I recieved an automated call that the scheduled visit had been canceled. I spent a half the day on the phone with A and E that day, they reassured me everything was on track, that they were simply waiting for the part. I did't hear from them again for almost two weeks. I called again on the 27th of the month and spent another two hours on the phone, ultimately with a senior manager. NOW .. they tell me the part had been sitting in the wrong department since the 8th. They said they would have the part to my microwave sent to the correct department and back to me by early this week. It is now September 5th. I called them again, told my story AGAIN to two new people, who told me the part would not be back for two more weeks. The said the part should be done by the 11 th of September. The person on the phone was short and clearly didn't know what the hell was going on. I will have been without my microwave for over a month, after being promisd a four day turn around. It addition, they made me pay 500.00 up front, and they were not even sure what the problem was. I am furious. I have twin 3 year olds, am a busy single mom physician and I cannot easily reheat anything! I will never do business with this company again, and if I were you I would think twice about it. I plan to complain to Whirlpool kitchen Aide as they referred me to A and E.

I bought a new condo fully equipped with new appliances. 4 months along and my washer has a major problem. I called to schedule a service tech since I have a warranty. I was scheduled for the following week between 1pm-5pm. 6:00pm came no call no visit. So I contacted them was told he (service tech) called at 5:45pm. Huge Lie! I have been sitting by the phone. So I told them I was upset on having to lose out my day waiting and no call and visit. The said sorry put me on hold spoke to tech and tech said he'll give me a call and to expect him around 6:30-7:00pm. Well it is now 8:00pm and no call or tech. I called back really angry they apologized and told me to expect a call tomorrow morning for the tech to confirm visit. Bad Bad Bad!
Waste my time my day and my patience.

I have a Maytag dishwasher purchased in 2001. Two months ago, it hissed, sizzled, and snapped, then gave off an obnoxious burning odor. Called Maytag and they won't do anything about it. I have burn marks all over the inside of the dishwasher to prove that there was some sort of fire. I am getting no where with these people and it really is making me upset. I'm retired, have a bad hip, and have a quadraplegic husband to take care of. Never again will I buy Maytag.

I bought a Frigidaire Affinity front load washer & dryer and the washer displayed an error code, so I had an apt. for a tech to come out today between 8am and noon. A&E waited until 11:00 to call and tell me they didn't have a tech available until Friday, 2 days from now! I am PISSED, they could have called me earlier! But I see from all the complaints that this is how they normally do business. I called Frigidaire to make a complaint and was informed they discharged A&E from their contract due to similar incidents. Wonder if Maytag should follow their example! I'm sending complaints about A&E to everyone!

I had a A & E service tech here in June to fix my front load Maytag washer. He told me it was the seal around the door. He ordered the part and came to repair it on the 26th of June. Well here it is the 4th of July and it is leaking again. I called A & E and they told me that no one can come out till. This coming Tuesday. To fix it.
I told them i wanted to speak to a suppervisor he told me that he was one. I told him that this needs to be fixed today. He told me that they come out to my area on Saturday's Tuesday's and Wednesday. I told him that they should send a repair man out here on Saturday. He said sorry we are all booked up and can't get there until Tuesday the 9th of July. In my eyes that is not what i think should have put me on for Saturday. I am not happy at all with A & E Services. Service my Butt.

This is a common problem with the capacitors on the IC board in the back of the fridge. For full instructions on what the problem is and how to fix, check out: www.liny.net/MaytagIce2O.htm. It worked for me. I fixed it myself.

The Kenmore Elite with the french doors, freezer on the bottom, ice and water in the door is the same fridge as the Maytag and has the same problem.

I am having the same problem with my Maytag fridge just started yesterday. now it is shut down. I bought it in May 06. I am so frustrated because Maytag warranty contractors hands are tied. even though it is a "known problem" the contractors say they have to come out and "diagnose". They should be able to know what to do given it is a known problem. very frustrated and will not buy another maytag ever!

I have a Maytag fridge 13 months old. One day, the control panel started flashing and the ice dispenser door started flapping open and closed. I called Maytag. They told me it was a known issue covered by recall and would be covered. They dispatched A&E and said it would take 10 days. I called A&E after 6 days just to confirm they had the appt and to make sure they understood the problem so that they could fix it in one trip (it's tough living out of a cooler). A&E said that the work order would be customer paid and not covered by warranty. I had to call Maytag and have them call back A&E and then call back A&E. Then I asked A&E if they understood the problem and they said they were just told to diagnose the problem. So, back to Maytag to tell them to tell A&E that the problem was known, part of an official recall and didn't need to be diagnosed. Nope, Maytag refused and will not ship parts even though they know the problem and what part fixes it. They want me to wait 10 days for a diagnosis then order a part that will take another 10 days (it's out of stock at Maytag but readily available on appliance parts web sites). The Maytag warranty is worthless. Who can live without their Fridge for a month. It's my opionion that Maytag wants you to get so discouraged at the time it takes to resolve issues that you'll just go and pay to have the problem fixed out of your own pocket. I will never buy a Maytag, Whirlpool or Kenmore appliance again for the rest of my life. It looks like another american industry has been driven into the dirt and we'll soon be forced to buy foreign to get any degree of quality and service. Sad, really sad. The Maytag man is Dead!

Bruce from Parker, CO.

I am an ex Maytag factory service techinican. I now work for A&E service and am as frustrated with the system as you are. Please contact Whirlpool corporate (they now own Maytag) and let them know the bad service A&E is providing you. I believe this is the only way the service issues may change. I encounter the routing problems everyday. They don't inform customers of routing changes, the customers get mad at the technicians, and the technicians have no control of this. This company is very poorly managed.

I recently had trouble with our Fisher & Paykel washer and called their 888 number for an authorized service agent. They gave me A&E Factory Service at [protected]. A&E sent out a service man and he said that he had never seen a Fisher & Paykel washer in operation and asked how it was supposed to work. After two visits and several hours on the phone with his service office, he said that he didn't know what was wrong, but estimated $495 would be the maximum to fix it and $65 the minimum if he did nothing. (The machinecosts $600 new.) I told him it was likely the diverter valve from the symptoms and build in error codes that I checked myself. He said it would be too hard to take the machine all apart to check out the valve. The next day I went to a local appliance dealer and they also said it was likely the diverter valve and that I could change it myself in 10 minutes with no tools. I did so and the washer is working fine. I thought others should be aware the A&E Factory Service is not representing Fisher & Paykel Company well in the U.S.

I offer a tale of staggering incompetence and dizzying bureaucratic nonsense:
In 2001 I bought a Maytag refrigerator. I had no problems for 8 years.
In April I got a recall notice, and Maytag sent a repairman from A&E Factory Service.
After that the refrigerator started leaking out the bottom, with puddles appearing every day or so. Because of the timing, this problem was clearly caused by the repair.
Last week I called Maytag, and they set up another service appointment with A&E, between 8 and 12 on June 23.
At noon no one had shown up, so I called. I was told the repairman would call back right away. He did not. At 12:30 I called again. Same story. At 1:30 I called again, and was told that a different repairman would come, within two hours. At 3:30 I called Maytag and asked that a repairman from a different company do it, and was told that I would then have to pay for it. I declined.
At 5:15, the repairman finally showed up. He said there was no way the problem was connected to the previous repair, though obviously it was. He said he saw no evidence of a leak. (I had actually left a puddle on the floor that morning, as proof, but as the hours dragged on and my daughter stepped in it twice, I finally wiped it up.) He poked around a bit but didn’t seem to have a clue how to address the problem. Then, incredibly, he said I would receive a bill.
I called A&E this morning to demand that no bill be sent. (I did not want another repairman to come; it will clearly be easier to keep wiping up the water than to go through another day like yesterday.) I got to a supervisor, who said that Maytag would have to authorize A&E to cancel the bill.
I called Maytag, got to the first level of supervisor, who said I had to call A&E. (The classic runaround: A says call B. B says call A.) Finally, I got a second-level supervisor, who said she would get the bill canceled.
Every one of these calls, of course, took forever, as I had to navigate the endless menus, the waits to be transferred, etc. (Once when being transferred to a supervisor I got cut off and had to start over.) Literally hours on the phone.
Is this any way to do business?

A&E sucks... I'm waiting on them to fix my recalled Maytag dishwasher. I called Maytag at first sight of the recall notice in the mail, set it all up, the day comes and i sit at home from 8am to Noon, nobody shows up. I call Maytag and find out A&E was calling the wrong phone number all morning, but not to tell me the tech would be by, nope, to tell me they cant fix it for 2-3 weeks because the part isnt in stock to repair it. UGHHHHH... Oh and to CCCD Clan... You wanna know why the tech was pissed? Cause these A&E guys are paid on work orders, so he drove out and they denied payment which means he doesn't get paid either. Don't blame the A&E techs, most of them are just trying to make a living working for a crappy company, i did the on call service tech stuff for a while for other companies that take care of warranty repair on computers and household electronics, you did what the work order telled you, NO MORE, or else you lose your job for going above the call. Seriously i'm not kidding you, if i had a call to replace a sound card in a computer and i also dusted/vacuumed it out i would get screamed at for performing unnecessary service, even if the computer was so dirty you couldnt make out the parts inside!

I had the exact same issue and they are coming back out tomorrow so I have been told- The compressor died- took them 3 weeks to get part to me and fix- I begged for faster servcie- 3&5 year old! Tech was on phone fighting and yelling in my kitchen with their customer svc because cust svc waived the $75.00 trip charge because we waited so long and they could not get the right tech out- Tech was so mad about this - WHY? But he yelled and yelled over it and then told me he would not charge me- he would charge that cust svc dept - really? Why do I care? NOW the fridge has died again and Maytag said A&E HAS to come out to fix what they did- Can't wait! :o( Ugh! Help!

I have been waiting for a reimburement check for a warranty repair for 2 months (A&E) would not work on the item until I paid with a credit card) After they completed the work, they told me to call Maytag for ana out of warranty concession as the part was clearly defective. I did so and they agreed to reimburse me but not without alot of wrangling. I am still waiting. I call weekly for a status and was told today they would put the claim in agan and see what happens. I called The Home Depot and told them I would never buy anything again at their store as they did not get involved to rectify the issue. Of course they are "looking into it". More BS.

I have stayed home 2 days waiting for A & E to call on our 3 month old Maytag stove. I was told by Maytag that they have a contract with them. All that has been accomplished so far is to make me determined to never buy a Maytag product and to alert friends and neighbors of this issue.

After scheduling a service appointment through MAYTAG, I get a call from A&E Factory Service about 5 hours later to reschedule for several days later after they stated they had no one available for the previous scheduled times. After calling Maytag again and reporting the incident, the provided me with several other local companies.

I would suggest to look in the yellow pages first for an authorized repair company that is local before calling the manufacturer. The authorized repair business get the same parts and also honor the warranties.

I will not do business with unprofessional companies that misrepresent their services.

I have had A&E Factory Service out five times to fix my Fisher & Paykel dryer and it still does not work properly. Fisher & Paykel has paid A&E Service for repairs for more than I paid for the dryer in the first place. I would not recommend and I will never purchase another Fisher & Paykel again.

The customer service is horrible. I demanded to be transferred to a supervisor and given their phone number and the rep refused.

A&E Factory Service appears to be owned by Sears.

Unbelievable! This is exactly what I am going through now with my refrigerator. I wish I read this before I bought it in 2007. First it stopped cooling. Then they came out and said they had to order parts. Had to have someone come to my some the next week because they would not do a Saturday and i could not take off work. Scheduled 8-12. Called at 1:00. Showed at 2:30. Made 7 calls to A&E. Rude people who kept putting me on hold and disconnecting me. The last time they put me into customer service for Whirlpool. I have a Maytag. Within 2 days of the repair, the refrigerator is not cooling again.

I will never buy Maytag again and will research the quality of customer services before buying anything else.

Well I too have some auful experience with A&E, i have a Cabrio washer as you all know cabrio has some issues so whirpoool is taking responsibility about it by sending technicians that can fix the proble. boy I have an awful experience with this [censor]s A&E, the first tech. that they send can't figure out whats wrong with the washer so he completely disabled my washer and let us go to the Laundry mat to do our washing but before all this mess comes up my washer was still functioning with the other cycle not no more 'THANKS TO THOSE EXPERT [censor]S OF A&E" they completely ruined my washer, ordering from one parts to another now my washer is completely dead, I hope they are HAPPY because they succesfully ruined other peoples live. '"TO ALL YOU CUSTOMER OUT THERE PLEASE DO NOT DEAL WITH A&E" they don't know what they are doing. their service is completely HORRIBLE you don't believe me try and have them as your service technicians for your home appliances and you will be amazed how incompetent they are. I will not recommend this company at all." SO CUSTOMER BEWARE".

Just want to add my own experiences with A&E. Basically I have had the exact same type of problems. We have a Kitchenaid Dishwasher that started breaking down after about 18 months and a Maytag washing machine that broke after 2 years. Each of these appliances cost us nearly $1000 each!

For every repair A&E scheduled service but never showed several times, I however took the day off from work every time. A&E told me parts needed to be ordered but gave no idea what or when - the parts did eventually show up at my house and about a week later so did the A&E tech.

Unfortunately A&E never repaired the dishwasher but GOOD NEWS, I was able to get my credit card to refund all of the repair fees that I had charged. It took several letters and an few emails to the CT States Attorneys office.

Regarding the washing machine, I just gave up and purchased a new one - LG.

From my experience appliance repair has become a joke. It doesn't happen and a lot of time and money is wasted, just read the boards and you will see this is happening all over. To make matters worse the quality of appliances has gone way down over the past decade. Companies can't get good help, won't pay for good help and the manufacturers are only interested in bottom line with no concern for quality.

We the consumer are getting hosed and unless you are willing to spend a considerable amount of time and energy working on the solution you will more often be better off just biting the bullet and buying a new unit.

I had the pleasure of working with this amazing repair service over the last week or so. (sarcasm)

1. I called Kitchenaid for an appointment, and they set one up for me with A&E. I provided two phone numbers because my cell phone does not always work in my office. A&E only called my cell phone, not my office line, so they marked me as "not home" even after I confirmed with Kitchenaid that they provided the repair tech with BOTH numbers.

2. Second try. They rescheduled me for 4 days later, between 8 and 12. I stayed home from work so I knew I couldn't miss the call. At 9:30, I called and asked if they had an ETA and the rep said they will call before noon. 11:30, no call, I called the same 800 number again and they had NO RECORD of my appointment. Very agitated at this point. Rescheduled for the following Monday.

3. Third time's a charm? I called A&E in the morning to confirm my appointment between 1 and 5. The rep said I would get a call from the service tech on my work line. I got the call from the service rep at 3, and he said he would be at my place within an hour but might hit traffic so he would call when he is closer to my neighborhood (told him to call when he's 15 mins away to give me time to get home). Got a call from him saying he was 5 minutes away, rushed home and got there within 10 minutes. My doorman said no one showed up yet. At that moment, got a voicemail from A&E saying the technician left because I was not home. ? Then, I went outside my building and saw the A&E truck driving away, tried chasing it down the street but they didn't see me. Immediately called A&E and told them to send him back. They said he left because he could not find parking, and asked for me to PAY for garage parking. After I just saw him drive by at least 2 open parking spots. I said fine, I will pay, just send him back. Waited outside for 15 minutes, he didn't come back. Called back, and they said that he marked me as "not home" and I'd have to reschedule. Screamed at them quite a bit, filed a complaint (yeah, lets see where THAT gets me) and called a local repair person.

SO happy I am paying for my oven repair out of my own pocket rather than through the warranty. I will be posting my complaint on any site I can, and filing a complaint through the Better Business Bureau.

I have simmilar problems only with a dishwasher Frididaire... I have been visited by techs three times now the fourth time and between the two techs they are conflicting with the problem with the connections... I have taken off of work each time and could have bought three new dishwashers and imagine that it still isn't fixed... Trying to speak with someone is literally impossible and should you be lucky to get connected with someone they only put you on hold... I have used my machine only 4 times and it is a been in repair at least that many times and for much longer periods of time. I will be again looking at who will be provideing service form now on as well since my customer satisfaction level with this company is so poor.

I have been trying to get my WHIRLPOOL WASHER fixed since March 14. I THINK A and E is a scam and Whirlpool allows this to happen! I keep getting a different excuse everyday as to why my machine part is not here ! I do not consider A and E reputable and I will never purchase another Whirlpool Appliance again!

Once again A and E Factory has made an appointment and then did not show up. At least this time they called at 2:15 and said they were not coming. The last time they did not bother to do that.
I hate these people with every fiber of my being. They are a good example of how Sear's, Lowes, Home depot and every large retailer is screwing American's. I will do without before I buy any appliance from a large retailer again. From now own it is small business with their own repairmen. I don't care what it cost.

A & E is a perfect example of piss poor customer service. We have been without a washing machine for 6 WEEKS. I slightly understood the necessity to order parts and wait for an appointment, but to not note that the job is a two man job is ridiculous.
Last week (9/4) A & E was scheduled to come to our home to fix our washer. A call to my phone (while I was home) said that the appointment was canceled because nobody was home. I checked later with my gate guard to confirm whether the technician came through, nothing from A & E. Later the manager from A & E informed me that they weren't supposed to be in our area that day anyway...

Today the technician showed up while I am at work, but my neighbor is at the house with my phone so they can call. The technician showed up all right, but informed my friend that it's a two man job, see ya later. The technician told my friend that it wasn't his problem when she asked him to call for assistance. Into week 7.

Have been waiting a week and a half for tech. Call notice since the noise stop there was no need for him to come because he would not known what to do. Now may refrigerator has failed and I am waiting for a call I will no longer due business with the retail store that sold me a service contract that they did not have tech to preform service and sell brands that require that much service.

I made an appointment and they said they would come Saturday waited till 6:00 P.M. no one showed up. They told me when I called that no one answered phone so they canceled service. I looked on back of contract and saw that the service rep only comes out monday thru friday no saturdays. I made a second appointment and when he did not show I called and they told me my line was busy and canceled appointment. I gave them two phone numbers to call and the phone was not busy. I have asked for refund. DO NOT PURCHASE A CONTRACT FROM A&E THEY ARE IDIOTS!

I bought a house that needed the oven repaired. The former owners called and scheduled a service call by A&E Factory Service on June 2, 2007. The service man came after 3 phone calls telling me he could not find my house (it is right off of a very well-known street in this area). He finally showed up and inspected my oven and told me that I needed a part that he had in his truck. Upon further inspection, it was confirmed that he did not have the part in his truck and would have to order and have it shipped to me via DHL. He set up a new appointment on 6/11 between 1-5 to put in the part. On 6/10, I called the company to let them know that I had not received the part and was told that it was not shipped DHL but sent via US Mail. Since the original owners ordered the call, the service was in their name and the part was sent to them and forwarded on to their new house by the US Mail. I still have not received the first part. On Thursday, 6/21, I called A&E and told them again, (the 3rd time) that I did not have the part and to please reorder it and send it direct to me. Somehow, magically, I got the part the next day in time for my re-scheduled appointment of today 6/25/07 between 1-5. I received a confirmation call on Sunday 6/24 telling me I should call if I wished to cancel the service call. Of course, I did not want to considering that I have been without my oven for almost a month. Today I got home to find a message on my home phone letting me know that they had been in my area at 10:17 and missed me and I would have to reschedule the appointment. They never called my cell phone, the secondary number listed on the order. I called A&E before noon and they said someone would be here today. Still no luck. Of course they can reschedule the appointment for the end of the week. NO THANK YOU A&E. I will find some other company that thinks of their customer 1st or 2nd or 3rd or 4th instead your sorry company. It's places like this that gets people so disgusted with service companies. They are the worst I have dealt with in a very, very long time. They couldn't even stand by the date and time that they set up! DON'T USE THEM UNLESS YOU WANT TO GET VERY FRUSTRATED AND ANGRY!

This is WORST company ever! I made an appointment on May26th they came out the 30th then they say between 8am to 5pm. They guy shows up at 6:45pm and then looks at my dryer 5 min and say I have to wait 7 to 10 days for the part? what? I said You came out here to tell me I need a part? DUH!

So then I got the part jun 5th and had an appointment TODAY JUNE 6TH! Between 8am to 12pm. Now it is 3:42 WHERE THE HELL IS HE? OH WAIT... MY PHONE RANG AND THEY JUST CANCELED IT TILL NEXT FRIDAY... THEY ARE THE WORST COMPANY EVER, DO NOT USE THEM I WARNED YOU!

Absolutely horrid, we had service scheduled for our "new" top of the line Kitchen Aid Dishwasher with 7 year maintenance agreement through Warrantech. They scheduled and cancelled three appointments in a row with us even after we told them my husband had surgery and was in a sling with seven people including several young children and toddlers and we needed service. We tried everything to get them to help us and nothing we are still here waiting and now have decided to buy another dishwasher and have it installed tomorrow because our family cannot manage without one with my husband's condition. Thanks Warrantech and A & E! Now you have more time to screw around the other poor suckers who bought an extended warranty from you.

NEVER -- WARNING NEVER! After a missed appointment, nasty technicians, poor service from the call-in center to the technicians themselves, and a constant "that will be $200-$300" for repairs on top of repairs that A&E Factory Service makes -- I'm DONE!

When In needed warranty service on my built-in refrigerator, Kitchen-Aid sent A&E Factory Service to perform the warranty repairs. A little over 1-year later the same part malfunctioned and I called A&E. The part now out of warranty is repaired @ a cost of $223.12 -- that was September 12, 2011.

October 31, 2011 -- the refrigerator is leaking. A call to A&E Factory services sets the appointment for November 3, 2011, between 1-5PM. An automated call confirms the appointment on November 2, 2011. The technician DOES NOT SHOW -- no call, no notification. A call into the customer-call center shows the appointment could not be made and the appointment was rescheduled to NEXT WEDNESDAY. OK, who was going to call me to tell me about the reschedule or was I supposed to pick it up off crystal ball?

In frustration, I requested that A&E refund me the $223.12 -- they put me off to their billing department which takes 48 hours plus to call back AND they have now cancelled the appointment.

As of November 8, 2011 -- no repair and no refund! These people clearly do not care.

THIS COMPANY IS THE ABSOLUTE WORST. THREE MISSED APPOINTMENTS, NOTHING BUT CRAP. GE APPLIANCES SHOULD KNOW WHAT THEY ARE OUTSOURCING THEIR SERVICE TOO. THEY SUCK. WRITING A LETTER TO THE PRESIDENT OF A&E HOW THEY STAY IN BUSINESS IS BEYOND ME. THEY OBVIOUSLY NEED SOME ONLINE REPUTATION MANAGEMENT...NOT HARD TO FIND OUT HOW BAD THEY REALLY SUCK. GE APPLIANCES YOU SHOULD BE ASHAMED OF YOURSELVES, IT JUST TARNISHES YOUR GOOD NAME AND BRAND.

Everything that is one this site re: A&E is absolutely true! After 4 service calls with techs that don't know what they're doing, we have asked our home warranty company to find a Bosch certified repair company. Our dishwasher has been out of service for 3 months. By the way A&E is owned by Sears! Sears is not according to Bosch, a certified repair company for them. That certainly explains it! Spread the word...

A&E wins the All around award for worst customer service in the world. Whirlpool and A&E have taken terrible customer service and made it even worse. My dealings with them started in early April 2008 and after 4.5 months it still hasnt been resolved... Yes over 4 months and 4 trips by A&E technicians.

My saga started with a microwave from Whirlpool. My elderly mother had gotten the insurance for peace of mind. The microwave stopped working a year into the insurance. The first complaint was made on April 4th, 2008. She got scheduled for a technician to visit on April 18th. He ordered a part for the microwave after having spent 10min. The part was finally shipped 2 weeks later and then the appointment scheduled again which took another 10 days. The technician comes in and realizes that this is the wrong part and leaves telling her that he will order the right part this time. And here we go again. It takes 3 weeks to ship the part and another 2 weeks to schedule a technician. We are nearing end of June now -- about 2.5 months since the first call. The technician installs the part and it still doesnt work. He concludes that there is no issue with the microwave but with our internal electricity and tells my mom that she should look into this asap as it could have serious consequences. So she hires an electrician to come check the internal wiring. After paying $200 to the electrician we are told that this is a new house and there is nothing wrong with the wiring. He then goes on to clearly demonstrate that the issue is with the microwave. Great. Time to call the wonderful folks at A&E again. I also call Whirlpool to really get to the bottom of this. I figured they would care about how their outsourced company was dealing with their customers. I even asked that they send someone else than A&E. However, I was politely told by the supervisor that since the ticket had been opened with A&E, I have to complete it with them. There hands are tied and unfortunately they cant do anything to help. When I made the point that this insurance is not really buying any peace of mind and cant use the microwave at all, I was slyly told that it would be better if I just go buy a new microwave. Hmmm.. So why do they sell insurance in the first place. Ahhhhh. Bingo... Most customers would have given up after the second month and this is what Whirlpool and A&E counts on. It clearly improves margins for Whirlpool by screwing the customers. Get money upfront for value that is a mystery and let the customer end up holding the short end of the stick. I really wonder how are American companies are going to compete with the Asian companies. The rapid rise of companies like LG and Samsung taking away market share from Whirlpool doesnt surprise me anymore.

Well, enough about my rant on macroeconomics... I finally muster up the energy to call A&E and get an appointment for July 24th. The technician comes in and this time I am there since my Mom has been tricked by these guys 3 times already. I repeat the experiment that the independent electrician had shown us. He acknowledges and agrees that the problem is indeed with the microwave. Within 5 minutes he nails the issue to a corrupt power cord which now needs to be replaced. He calls in the part to be shipped. I had learnt about the serial nature of setting appointments and asked the next appointment to be scheduled rightaway. It got scheduled for Aug 8th as that gives enough time for the part to be shipped. I called on Aug 7th to figure out where the part is. I was told it was getting shipped on Aug 7th and that they have to now cancel the Aug 8th appointment. Well, ofcourse. What else should I have expected at this point. Now its Aug 14th and I call again. I am told that the part has still not been shipped and that it is the manufacturers fault. I asked to speak to a supervisor and spoke to Rebecca, who assured me that she will personally call the parts department and figure out why a power cord was taking so long. I now have an appointment set for Aug 22nd, 2008. Lets see if they can manage to stretch this even further.

Its been 4.5 months since this saga started. I have gone from frustration to amazement and seriously I am somewhat amused on how terrible Whirlpool's customer service is. I would love to write a business school case study on this.

btw: when I had asked to get A&E's corporate HQ phone number I was told that they didnt have it at the call center. The best she could do was to give me an address. Well, I am sharing it here if anyone feels like writing snail mail.

1300 Louis Henna blvd
Round Rock, TX 78664

Lesson learnt: NEVER buy extended insurance. Its far better to just throw the appliance and purchase a new one. This way you never have to deal with any customer service. Plus they should change the name from Customer service to Suckers beware.

I agree with all the beforehand comments. My saga with A&E is far too long and frustrating to repeat. The "Cliff Note" version is ... One Maytag washer, 5 total repair trucks, 3 separate appointments, 18 total hours of waiting, 6 hours of Laundry Mat time, 11 days without a washing machine, lies from A&E too numerous to mention, and finally zero customer satisfaction. End result...Maytag & Home Depot have lost a life long customer.

Don't understand why this stil comes up as a view.. And E was prompt and cheaper and on time. Reccommend them .. Bill Grover

Their service was great.

My experience was wonderfull with A andE their service was prompt and cheaper then other service providers. I would recommend them in a heart beat. Great Service. Bill Grover.

I'm so mad at myself for not researching this company sooner.

They are still in business because they are trying to saturate the market in an attempt to put the independent servicers out of business, and they don't care how much money they lose in the process. They are so set on this concept that they discuss it in their meetings, however, it is not working because they do not pay enough to hire competent help. As for the ding-bat that forgot to put oil in the compressor, sorry to say, but the compressor comes from the factory with the oil in it. Probably what the ding-bat did was he made a bad solder connection or otherwise left a leak in the system. As John stated, you are not stuck with A&E you can call Whirlpool or visit their web site and inquire about servicers in your area and find out how long the service company has been in business WITH THE SAME NAME. A lot of people will say they have 20 or so years of experience but will forget to mention that they change the company name every couple of years due to a bad reputation.

You cannot trust anything this company says. Here is a sample of the lies they tell you:

Lie 1. A technician will be there between 8-12 (this happened 3 times and he was never there even by 3 PM)
Lie 2. A technician will be there between 4:30-7 (this was said and then at 8 PM, after spending hours I was told the assignment had been cancelled hours before and that noone would be coming)
Lie 3. The people at the service center (the 800 number) cannot call the technician dispatcher (many people told me this, and then all the sudden on my tenth exasperated call a new person said of course they can call the dispatcher, and did twice)
Lie 4. The technician is familiar with your machine and can fix it (this was untrue, he had never worked on the brand, and it was worse after he left)
Lie 5. The call center will message the dispatcher and the dispatcher will call the customer (this would only be an inefficient system if it worked. Instead, the dispatcher simply never calls the customer. This happened five times.)

Oh, and the machine is still broken.

A copy of my email sent via their website:

I will never use you folks again and I will tell all my friends what a bad experience I had with you last week. My technician was supposed to be at my house between 1 and 5. So, I take a half day vacation to be home waiting for someone to show up. 5 o’clock rolls around and still no tech and no call. I call the customer no service line and was told they would contact tech and have him call me. 5:30 comes up and still no call. I call back and am told the tech, who is in the same city I am located, will be at my house at 6:30. 6:30 rolls around and still no tech. I then get a phone call from you folks saying that your computers were down and they, and the tech, had no idea that I wasn’t serviced yet and we needed to reschedule. I say no he will be here tonight to service my stove. She says no we have to reschedule. I am pissed by this point. First – the tech never made contact with me; secondly – I was told he would be there by 6:30; thirdly – the lady lied to me saying they didn’t know wasn’t serviced yet. That is bs! I wasted a half day vacation, my evening plans, and my time with you folks. I called has home warranty to complain about you folks and demanded that they never send you again. I will be posting everywhere I can to inform my contacts of your customer no service in trying to reach customer satisfaction – in which there was none – just a rude lady telling me basically tough luck! I just called your info line to have your automated machine quit calling me to reschedule and hope that I never hear from you folks again.

An unsatisfied and disappointed past customer,
Steve watson

Description: On 8/13/2008 your representative technician # 0806893 came to the house to diagnose the problem with the machine as it stopped mid cycle leaving water in the bottom. He said it was a touchpad failure. I paid $158.00 and was told the part would be sent to me in 3 to 5 days. Well after several backorder phone calls. A call to your company after 2 weeks to complain that mold was growing inside the machine and a call to whirlpool I recieved no solutions other than to wait. Finally my husband called and whirlpool overnight the parts, now two because they said your tech ordered the wrong part the first time. A different tech came to pick up the parts. We informed him he needed to fix it. This man 0057769 a Ben McPowell, opened the panel and determined it was a fuse. A FUSE he had on his truck. I waited almost two months for a fuse! To say the least we are very upset. Also your tech said he was to take the parts and send them back to whirlpool. Well that wa!

sn't what whirlpool said when we called them after he left. They were to contact you regarding the parts. I feel cheated. You left me without a dishwasher for over 50 days when the part was on the techs truck the first day he arrived. I am a victim of an incompetent repairman. My water and electric bill increased due to washing the dishes by hand as we both know dishwashers are more economical. Not to mention the mold that grew in my machine. After calling your company to complain they told me to drain the water. I paid YOU to fix it. If I had to drain the water why did I pay you? It should have been taken care of by your overpriced incompetent technician. Besides the over inflated price you charged me to repair my machine. If your tech would have told me it was a fuse the first time I could have paid him the $75 to diagnose the problem and got the part on line for $12.00 and replaced it myself!
I would have saved at least $70.00 and had the machine right away. Instead I went through almost two months of waiting for parts I didn't even need. There is no way I would recommend you company to anyone else. And believe me I will report this to whirlpool as high up as I can go. I feel I have been unfairly overcharged as well. I could have had any local repair guy come and fix the problem for $60.00 plus the parts. I am very dissatisfied.

A & E is the WORST repair company I have ever had to deal with! They have been jerking me around for a month with fixing my Maytag dryer. I have huge boxes of parts sitting in my living room and after 2 days of sitting home waiting for them, they just cancelled again! I just purchased a new GE dryer. The boxes of Maytag parts will be taken by the trash men next week.

I have had my oven out since the week before Christmas, have had four service calls, and still have an oven that does not work. Had an appoinment yesterday to install part, but service tech never showed up(he said he did). This is the absolute worst company to deal with. I would avoid any manufacturer that uses them, which includes Kitchen Aide appliances. They could care less if they fix your appliance.

We have a Whirlpool Cabrio washer. It started flashing an F51 code. The Whirlpool website referred me to A&E Repair Service. I set an appointment with them. The technician came out and diagnosed the problem as being the motherboard. He ordered the part. I prepaid for the part and the return call to replace the part. On 04/25/2012, the service technician came and replaced the part. He left without making sure the washer was fixed. My husband used his last personal day to be home. As he started a load of towels, lo and behold the F51 popped up again. He called the technician back right away, who informed him they were already out of the area. He calls A&E repair line [protected] and they proceed to tell him the tech cannot return to repair my washer since he already left. They try to set another appointment for during the week. WE BOTH WORK. They tell us the first Saturday available is a week and a half away. It has already been 3 weeks. I will never use A&E again and I am telling ALL my friends and family.

i have an extended warranty ( i know, but its on the notoriously bad whirlpool washer) and called for service. I was given a date and window 8am to 12pm. The day before, I get a confirmation. The day of they are a no show. At 12:00 They were called and they said they were very busy. I asked when the service guy would be there and she said ten minutes. I asked if that was confirmed she (A &E) said yes. I asked for the contact information of senior management and if this call was being recorded, She said yes the call was being recorded. She said the tech would be at my house very shortly, I was put on hold for twenty minutes. When she came back on not only did she fail to give be the information, the service guy had not arrived and she said i needed to talk to escalation. The line switched to Roxanne who identified herself as a case manager for A&E. She said she "completely understood my being upset and that they sorry" just like a well rehearsed speech and in a tone that was genuinely insincere It actually made things worse. Then she wanted to tell me all about how unpredictable the service business was and that they where doing the best they could. I countered with its managements problem they cant properly schedule service. She was not interested that I took a day off and lost money. She was more interested in me understanding her problem of a tough industry to manage. She then put me on hold for almost a half hour with intermittent check-ins to ask if I would please stay on hold. She finally said that she was in communication with the tech and that her was speaking directly with his manager and would be at my house in twenty minutes. I asked again if the call was being recorded so I could use it in my blog and she got completely rude and said it may not be recorded. I said I wanted to record the call and she said no and hung up. The tech showed up even later and spent 50 min diagnosing using a laptop. Then he said he could not fix the washer but that in ten days they would come back and fix it. Unbelievable, but true.

I was recently ripped off by A&E Factory Service. They sent out an incompetent service technician that didnt even bring a flashlight to diagnose a washing machine issue. The technician left a laundry list of items that could possibly be wrong without inspecting the appliance totalling $700 on a 6 year old $600 washer. The technician said that they could not really tell what was wrong because it was dark inside the washer--- imagine that... After I had time to inspect the washer, I repaired it with a washer. After 6 calls and about 3 hours of time hoping that A&E would do the "right thing" and refund the oh so special diagnostic fee of $75, they refused. It was their "Policy". So if you are looking to waste a lot of your hard earned money and time and end up really pissed off, give A&E a call.

I have a 2 years old Kitchen Aid Fridge who lately started to overwork. With settings at the warmest, the freezer still managed to freeze my Vodka.

Not finding anything specifically about that in the Trouble Shooting documents of the appliance, I called Kitchen Aid support line hoping to learn about the location of the thermostat, but I did not get to talk to a technical support and only got offered to have a technical person sent to my home and have a look at the problem.

Inquiring about the cost I learnt that there will be a $69 basic fee for the specialist to come to my house and the rest will depend on the time and the parts needed to fix the problem. The appointment was scheduled within 5 days. So far, so good!

The person arrived on time; got straight to the hidden thermostat; changed it in 5 minutes; placed a thermometer in the freezer; asked to use my bathroom; spent another 5 minutes in there; checked the thermometer; offered to change, free of labor charge, the water filter which was due; did it in 1 minute; wrote his bill; charge my credit card and left.

I don’t mind the $69 basic fee; neither the $47.22 for the water filter or the $31.75 for the thermostat (even if after checking I found these items online for 60% that price). But the $114 labor for a job that took less than 12 minutes (including the bathroom stop that I forgot to charge him for) is day light robbery! This corresponds to a labor rate of $600/h. Did I ask for a brain surgeon or a handy man?

Avoid by any mean services from A&E Factory Service. I am also writing this note to Kitchen Aid, and to all other appliance brands that I can think of to help them make the right decision to protect their brand name by cancelling the use of A&E Factory Service.

Service Tech called prior to arrival - GREAT
Service Tech was very nice and courteous on phone and in person - GREAT
Service Tech sounded like he was knowledgeable - GREAT
He arrived on a Tuesday to repair our 2 1/2-year-old dishwasher, which at the end of a few completed cycles left the dishes wet and room temperature (i.e. - it wasn't heating the water inside AT ALL). So what did he do? He told my wife that it's either because (A) our hot water heater was not set at a high enough temperature (BS), or (B) that we just needed to run the hot water faucet first to make sure no COLD water got into the dishwasher by mistake (again, BS). He didn't diagnose anything on the machine itself. Didn't touch it. He never even opened his toolbox.
Now instead of being without a working dishwasher for a couple days, it will end up being a week since they don't work weekends.

My one year old, Frigidaire Refigerator ice maker, auger motor, stopped working. I contacted the A&E Factory Service, and set up a time for them to come out. The first tech said the motor was shorted out. It would humm when the ice dispenser lever was pushed, but would not dispense the ice. A&E ordered the ice auger motor, and sent out a different tech to install the new motor. After installing the new motor, I ask for the motor, and he gave it to me. I tested the old motor and found it to work ok. I contacted A&E to return and install the old motor, and refund the service charge. The tech came back, and as I was showing him the working motor he said, yes sometimes the motors stop and then when they warm up, start up again. A&E refunded $65 of the $306.98 service and parts bill. I found that same motor (NEW) for from $47 to $83. Buyer beware! The next time I find myself in need of a repairman, I will call my local repair service. At least he is reasonable and fair.

Horrible. Had a technician break my microwave, get frustrated and just leave with parts everywhere. Another time a technician didn't bother showing up claiming he couldn't find parking. Customer service was rude, unwilling to listen, and flat out unhelpful. Horrible. Had a technician break my microwave, get frustrated and just leave with parts everywhere. Another time a technician didn't bother showing up claiming he couldn't find parking. Customer service was rude, unwilling to listen, and flat out unhelpful. Horrible. Had a technician break my microwave, get frustrated and just leave with parts everywhere. Another time a technician didn't bother showing up claiming he couldn't find parking. Customer service was rude, unwilling to listen, and flat out unhelpful.

one of their techs was so rude to me with words whatever I think he said the nasty word b also (under his breathe).. i tried asking him info & his comment was to ask for my supervisor. he told my supervisor that he felt threatened cuz he stated I wrote down all the info (now keep in mind he's driving an official truck that has all the business info on the van. I didn't write anything down as he lied to my supervisor)..he then called the corporate office reporting the lie...this shows me that this company (well that tech) doesn't wish to help people at all...its a shame that he drives an official working vehicle being not only rude & nasty but he turned down a business offer for his company he works for...unhappy consumer..

A & E came out to fix a problem with my 3yr old whirlpool fridge. After removing a part in the ice shoot (which could not be put back in because they broke it)they advised me that I needed to replace the freezer door. They quoted me a price and advised me that I could order direct through Whirlpool to save almost $300. 6 weeks later, the door was installed and I was having the same problem. I spent HOURS on the phone with Whirlpool & A&E. A& E advised me that they needed to confirm that the problem was not fixed by replacing the door before they could consider credit so the sent 3 different technicians out to confirm that I was still having the problem. Every time I contacted customer service, they gave me a different story. They refuse to take responsibility and credit me for the $320.00 door that they told me to order. They said that since I ordered through Whirlpool and not through them, there was nothing they could do. Whirlpool would not credit me either because they did not tell me to order. A&E claims that if I ordered the door through them at the higher price, they would be able to credit me. I don't think that they ever had any intensions of giving me credit, but instead they have been to my house at least 6 times and I have wasted MANY hours on the phone getting nowhere!They tell you what you want to hear and don't get back to you. When you call back, noone knows what you are talking about.
I have used them in the past for warranty issues and never had any problems. The technicians are always very nice, but the Customer Service reps and supervisors lack quite a bit!

When my 2 week old dryer broke last year and it took 3 visits ((1) yup its broken 2) put in the part and call it fixed, when it wasn't fixed they guy told me it was in fact fixed and had somehow rebroken it in the 30 seconds since he walked out of my house and wouldn't come back even though I could still see his truck! 3) to actually fix it... with the time I took off work I could have bought a new dryer!) to get it fixed I intentionally went with another brand form another store to avoid these [censored]...no luck I schedule an appointment for wednesday afternoon and they call tuesday morning to say they are on the way...I race home to find them in my driveway, argh. I know they can't carry every part for every model they service but they could at least bring the part that matches the error code, I can't wait to see how many visits this will take.

A & E Factory Service does the in home repair work for the Maytag dishwasher repairs...Ditto on all of the above. My Husband is self employed and due to the nature of his business couldn't work the entire day for our time slot of 12 to 5pm. A&E didn't show up and apparently aren't competent enough to use the phone...so, we lost a minimum of $700.00 income that day. He called Maytag to schedule our repairs with a local service company. Maytag's name has already taken a hit so you'd think they would contract with a company that has higher standards than these people.

A & E Factory Service entire organization is incompetent. I have a Fisher & Paykel Dryer that quit working over a month ago. It is still under warranty so I had no choice in who would perform the repair. Over the past 5 weeks, this A&E company has been to my house 4 times out of 6 appts, missed 2 appts. that they never bothered to call or reschedule, ordered the wrong part each visit, sent a different tech. each time, each tech. says the previous tech. ordered the wrong part, I have to wait a week every time to schedule another appt, I have over 20 hours of my own time wasted on waiting at my house and missing work due to their incompetence.

I was scheduled for and A&E visit to fix a Maytag dishwasher that was on recall for faulty wiring. My hours were from 8am to 12 noon. By 11:30 when no one had arrived I called to say that I would be home so just send on the repair person as I would remain at the ready. When I spoke with a representative she said I was not on the system, she could not find my phone number. I suggested that perhaps my address would be more appropriate as the phone was not being repaired it was the dishwasher. Sure enough my file was found under my address but the hours were not just 8-12 but rather 8am-5 pm. I said well just send on the repair person because I wold be waiting. I then asked for a more current timeframe so I could rearrange my afternoon activities as I thought by 1:00 I would be free. The representative said she would call routing and the service person and have them call me with an updated ETA. I waited 45 min and no call so I called again. The rep said a technician was on the way to my place and would arrive with 45 min. Once again no technician so I made another call and the same story was told to me. At 4:00 I called Maytag to complain about A&E. I told my story and the Maytag person, after a conversation with an A&E supervisor at routing, said yes I was scheduled but it was at 8:00am I was the first on the list. And after that there was a series of excuses as to why the tech could not make it to my apartment. The bottom line every single A&E person lied to me after 11:50 about the status of the repair person. When I spoke with the Maytag supervisor and the A&E supervisor to lodge a complaint neither one was taken aback by the lies told to me. All they wanted to do was reschedule with a four hour time frame. I suggested that because I was constantly lied to by A&E that I should receive a priority slot for the saturday appointed. All that was to no avail. I now await the Saturday repair person. What tales I might have to tell...

i have the missfortune of bieng split on these complaints, no service company can carry every part for every job every time something breaks, they would need a convoy of semis to do so.there are millions of different parts so think about it.however some Good service companies will pre-screen alls and send parts accordingly to specific error codes, this helps out a bunch.service technicians are people with lives and families and no matter what you might think you are most likely not their only customer, so cut them a little slack, now on the other hand some of sears service guys are real [censored]s and probly do good just to not piss on them selves when they use the bathroom.sears main goal is money, no matter how good one of their techs are at fixing stuff if he is not a salesman they will replace him with someone who has never worked on appliances before and whos training consists of watching [censor] videos and riding with a [censor] for a couple of weeks and them he is magically an expert.this company will waste millions of dollars per year trying to improve customer service instead of using comon sense and listening to the customer and (within reason) giving them the support they need and deserve.But that doesnt take care of the shareholders pocket.

A & E is totally unprofessional and very rude. I had an appt scheduled for Sat. July 10th between 8 and 12. Tech never called or never showed up. He had to order parts for my air conditioner and I even asked him if we needed to call after the parts came in. He confirmed there was no need to call and that he would be back out on Saturday. I have 3 small children and in Texas heat it is hell on them. We have been without A/C for almost 3 weeks now because these [censored]es don't know how to do business. I called first thing this morning and argued with some people out of San Antonio. They were very rude and nasty with me. I will be filing a complaint against them with the BBB. Needless to say they can't fix my A/C until the 20th.

A & E Factory Service is totally unreliable, disfunctional and illusive. They don't show up on time, they don't show up at all, they don't call to let you know they are not coming and they blame it on every other department. They don't tell you, when they make an appointment, if you don't answer your phone, the repair person will not come to your home. So, even if you have been waiting for 8 hours and you don't hear the phone ring, they don't show up. They are disorganized and have no idea what the word SERVICE means.

Don't ever use A & E Services unless you want to be ripped off. Our Whirlpool washer that we have had for about 10 months and is still under warranty started making a loud knocking sound as the solonoid that controls water flow when filling was turning the water on and off at about 5 second intervals as the washer was filling. The washing machine is located in the laundry room up stairs and with the laundry room door closed and I sitting down stairs it sounded like someone was tapping on the wall with a hammer. I called Whirlpool and explained my problem to them and they set up an appointment for A & E Services to service the washer since it was under warranty. I was told they would be here between 8:00 AM and 12:00 PM. They finally showed up around 1:00 PM. I explained the problem to the technician(?) and he said that it was normal to make the banging sound. I asked why is it that I have had the washing machine for 10 months and it has only made this banging sound the last two times we have used the washing machine. He then came up with a story about the outside temperature was causing the solonoid to turn on and off and make the noise. I explained the outside temperature has been about the same for the last two weeks and we went through a summer and a winter and it never made a noise. To make a long story a little shorter the technician(?) was here for less than 10 minutes and he said the charge would be $132. I told him that was outrageous. He said he got a lot of service calls for this same problem and I could call Whirlpool and maybe get some of the money back because he knew some people had gotten some money back from Whirlpool so I was not the first person to be ripped off by them. As soon as he left I called Whirlpool and explained the outrageous charge and they agreed to reimburse me the $132. The bill showed the $132 was for explaining operation of the washing machine. I used the washing machine again this morning and the noise is getting louder. Since this is a Sunday I will be calling Whirlpool first thing tomorrow morning to set up another repair request but it will certainly not be with A & E Services.

My dryer was been broken since January 2024. It’s now March 2024. They ordered the wrong part and it has not come in yet.

Can I give negative stars? Zero customer service - computer loop only - seriously! I took a day off work (no pay) and waited all day before I got a text telling me it was canceled and moved a couple days further out. Will it happen again?

Had appoinment today 5/26/2023 to replace timer and knob . Parts here at my home .Nobody showed up and nobody called. Been on phone all day trying to find out what happen .Nobody can give me a straight answer. Whoever messed it up need to fix it.

Ripe off and don't do anything.

They came to fix my dryer 6 times and didn't fix it

Its still broken every time they send someone else with different issues.

Terrible Company I sent multiple email to LG/ Better Business Bureau/Consumers affairs.

I will keep writing bad reviews and complain until my issues is resolved.

Scammer scammers and scammers in the Greenville SC area. Billy B and Jimmy are scammers and don't know how to fix a fridge. They steal your money and you never hear back from them.

you [censored]ing [censored] called at 4:50PM to cancel repair appt...[censored] you...you [censored]ing [censored]s...seems like anyone connected to LG or LOWES is nothing more than a con artist...

Made an appointment with them and they said it would be between 8-5 on that Thursday. No show, no call and no way to contact them. I want to charge them as I took off work for this appointment. A very poor way to handle your business.

service was on 8 10 22

One of your drivers tried to pass a school bus while it was loading students. At a full stop with its stop sign out and lights flashing. Almost hit a child. I have already called a sherriff.

On your trucks you have the american flag, which I am glad to see that. But the flag on the right side of truck is on backwards, the right way is the stars to be to the front of the truck. I hope you correct this.

Carl Ziegler