A&E Factory Service reviews and complaints 3
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A&E Factory Service - appliance repair
This company is borderline fraudulent. After being told that the part couldn't be ordered, I went online and found it for $59.00 (partselect.com). When it came in the mail 2 days later, it took about 10 minutes to install and fix the problem. I don't have any training, I'm not what you would consider "handy" around the house. But the fact that I was able to fix this appliance, over a supposedly trained technician, is absolutely ludicrous. How these people stay in money is a mystery to me.
The complaint has been investigated and resolved to the customer's satisfaction.
Please accept our apologies for the problems you've experienced with your appliance. I certainly understand your frustration when the technician told you that the part needed to fix your appliance was not available and you were able to order it online and fix your appliance yourself. My name is Susan with A&E Solutions Escalations team and my team and I would like to look into this issue further for you and help offer a resolution to this problem.
At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly. In addition please include your screen name (earth23) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Susan R.
A&E Solutions Team
A&E Cares
A&E Factory Service - Horrible
Kitchen Aid made appointment with A & E Factory Service
On September 11 I had an appointment between 8-5 the tech never came that day. Rescheduled for Sept 15 again between 8-5 the tech 0634014 ordered three parts and told me I needed to move the appliance and they would be back on Sept 25. Again between 8-5 the tech shows up a little before 5 and by the time he left at 10:00 P.M. the refrigerator was in TOTAL DISREPAIR entire contents of refrigerator and freezer had to be thrown out so he left with everything taken apart and my whole kitchen a wreck he caused a blockage in one of the new copper parts that he replaced. I again had to call to find out when they would be back. Not until Wednesday the 1st of October. All parts did not come to my house I called A& E to inform them of this but they tell me the parts are there and they show up anyway the tech Rich seems to know what is going on and gives me more help then anyone in the past. Rich calls the parts department and informs me parts will arrive Thursday the 2nd of October. On Fridays the 3rd of October I get a call from the very tech that left my fridge in total disrepair on the 25th of September. I told A& E I wanted someone else but as usual do as they please with no call. I now know that the unit supervisor name is Shawn and have requested at least 15 times that he call me but no one from that unit has called me, as of yet. Although after each request the person tells me I will hear back from someone in 24 to 48 hours. I have sent 3 emails and still no return. I filed a loss case and have not heard from them either. Well it’s been way past that and Istill have never had anyone call me in regards to my complaints. At this moment I’m on hold for the 2nd time today with customer service at the Chesapeake Service District where I believe the unit manger Shawn works the one who has yet to call and help me. I have been holding for over 15 minutes at this time, just to talk to customer service! The entire contents of my refrigerator are a total loss and no one seems to care. I have now been without a refrigerator for 8 days due to A & E tech error. No one is in any kind of hurry or seemed bothered. The entire process has been a Joke with this kind of customer service and business practice I don’t see how you can pay these managers you are wasting your money. Can anyone direct me? Please
Toni Sidell
Kitchenaid Repair
Mod #KSSS48QDW05
Aug 28 made appointment
Sept 11 no show
Sept 15 tech copies estimate on diagnosis and parts given by Ken’s appliance
Sept 25 tech shows up at 4:30, to do what I’m told is a 4-hour job. 6 hours later he leaves me with a broken refrigerator. (Throw contents away) Reorders same three parts says parts will arrive in 2 days
1 part arrives Sept 30 5 days later
I call to find out when repair will take place Oct 1
Call to say all parts have not arrived
The inform me that they have arrived and send a tech anyway.
A tech arrives on the 1st and cannot repair the refrigerator because
ALL THE PARTS ARE NOT THERE!
He calls the parts department the two remaining parts arrive on OCT 2
Oct 3 the same tech who could not fix the refrigerator the first time on the 25th is returning. I told them I did not want him back, I am informed it’s my only choice.
Still no call from any type of management or supervisor I have told this story to well over 25 operators so you should understand my frustration not one documentation of my complaints so each time I have to retell the whole story.
Suspect fraudulent company-terrible service.
I called A&E for service on my Jenn-Air, at that time my appliance was under warranty. I confirmed with the customer agent that the specific service is covered under the warranty and I do not have to worry about getting a bill.
It was incorrect information, actually I got a bill three months after the service; I called A&E to let them know that it is a mistake, the 1-800# they provide was not the right number and I was transferred to a different number and was on hold for over thirty min.
I found out the technician reported some thing different than I called for service and by the way nothing was fixed, he even did not fix the problem I called for.
It is a fraud to charge your customer for the service you did not do at all.
Please fix this issue because I am not paying for service that I did not get from you. BRUCE-8162 Service Technician ID# 671941
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?
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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A&E Factory Service provides horrible service. For us, they also didn't come on the scheduled appointment, and after we called them, they would tell us that they didn't make it and that they can offer us another appointment, which would be nearly a week from the appointment we had set up already. They couldn't even guarantee that they would make it on that date, so we just realized that we may have to wait week after week after week, taking days off to wait for a technician, who may never come. We asked to speak with a manager, who was supposed to call back, but we got to one only after calling twice again after 2 hours of waiting. Another callback later that day never happened, one person even hung up the phone on us. In short, a terrible company to work with, so unless you want to keep waiting for weeks for your repairs to be made and you want to keep waiting for them day in and day out until they finally come, and unless you enjoy being treated horribly, you should choose someone else to do the job.