A&E Factory Service review: Dishwasher

Re - Paul Michael (PM) Daugherty
Sears Protect Appliance
Enroll Date 7/21/23
Cancelled Date: 10/25/23
This may be one of several order numbers: [protected]
Plan Number: [protected]
Monthly fee: $64.19
GE Dishwasher Serial # TT804442B
GE Model #: GDWF100R10BB
NOTE: Dates below are close to being correct, but some may be slightly off of the date specified.
To whom it may concern:

I am writing to express my outrage at the Sears Protect Home Warranty (Sears), and A & E Factory Services (A & E).
This company has stolen money from me, committed Common Law Fraud by lying to me, and sold me a fraudulent contract by misrepresenting their service.

On July 21, 2023 I contacted Sears/A & E because my dishwasher would not work. A service tech arrived and attempted to fix my washer, however the tech said that a part was needed, and he would order it.

At the same time, the tech said I could save money on the visit if I purchased a service agreement/contract. It sounded good and I did for $235.19. Since then, I’ve paid $64.19 for four months, until out of extreme frustration I cancelled the agreement in late-October.

Three+ weeks after the initial visit, a part arrived and a different tech returned several weeks after that, and dismantled my washer. But, the part that had arrived was incorrectly molded when it was made. I was then told that the same part would have to be re-ordered at which point the tech left. Immediately after the tech left, I discovered that my dish washer had water in the bottom and it wouldn’t drain – this was not my original problem!

At that point in the process it happened to be 30-days after I had signed the contact, so I called the company back to report the draining issue, and a third tech came out and said that the original part that was ordered was never needed, but now a pump was needed. Okay I said, and the tech ordered the pump.

So, I have a question: What did I pay for at that first visit? There was no service, the dishwasher was not fixed, and a part that was ordered to fix it, was the wrong part, and a third part is no longer made.

At this point it was late August/early September, and I began to inquire about the part. After multiple calls, and I mean multiple, I was told that the part was “Under Research” and a new division within the company would be trying to find one. Later I called back to find that “Under Research” actually meant that the part could not be located and that I would have to literally wait more weeks to see what might transpire. One operator confessed to me that Under Research actually meant that the part was no longer made.

After I was finally told definitively, that the part was no longer made, the next step was for Sears/ A & E to look for a comparable washer to replace mine. Surprise, a comparable washer could not be found. Now we’re into late September/October.

Late September & October: “You will be getting funds to purchase a new dishwasher.”

Before I go on, I need to explain here that I have used at least six different numbers to get service and called each one over and over and over and maneuvered my way through a maze of menu options to get to a human. I didn’t call every day, and often it would be more than a week before I would try again. When I called, I was told that:

• “it was being worked on”, or
• I would be receiving an email within 5 to 7 business days, or
• I would be getting a call back from a Manager the next day.
• I was told that I needed to hold, while I was referred to a different person (one day that lasted for over an hour and I was refereed to no less than six (6) different individuals and departments. Transfer #6, I actually wound up in a sales department – nothing resulted.
• I’ve was told by someone in the Warranty Department that she would personally be taking care of the issue and she “promised” on a Saturday that she would be getting back to me no later than Monday noon, with a conclusive answer as to what was going on.
• On October 11th, I learned a new Sears/ A & E term: “Mr. Daugherty, your claim was “Initialized” on October 11th and you will be getting a check within five business days”. That was ten business days ago.
• “Mr. Daugherty, I’m with Repair Care and I’m sure we can help you... “

I found a site today that allowed me to put in my order #. It says:
Part Name
• Partresearch
Part Number
• #NPSC1
Status
• CANCELED

So to finish up, as I said above, I really have two issues, the first being my initial payment which was for no service and no part – that was $235, and I want to be refunded for that. And, the second issue is the dishwasher itself.

Numbers called:
[protected]
[protected]
[protected]
[protected] x3
[protected]
[protected]
[protected]
[protected] (Parts Direct)
From my contract, I’m sure you know all about the following:

We may choose to repair appliances, units and systems with non-original manufacturer’s parts, including, but not limited to, rebuilt or refurbished parts. We have the sole right to determine whether any Covered Item will be repaired or replaced.

In some cases, we may, in our sole discretion, provide payment to You as the final outcome for a claim, in lieu of providing repair or replacement (“Claim Settlement”). We may choose to provide such payment in the form of a gift card, check, via a payment service, or equivalent.

No wonder you have a score of 1.07/5 by the Better Business Bureau.

If we are unable to provide repair or replacement due to situations beyond our control, We may, in Our sole discretion, offer You the option of accepting a Claim Settlement in lieu of repair or replacement. The Claim Settlement will be calculated in accordance with Section G (4).

SEARS, why would you ever let these people put their name on your product? Do you know how many people have already heard about this, and the number that will hear about it in the future?

Paul Michael Daugherty
5 Candiwood Ct.
Clifton Park, N Y 12065
[protected]
[protected]@gmail.com
cc: A & E Factory services
5407 Trillium Boulevard Suite B120
Hoffman Estates, IL 60192.
Better Business Bureau
7 Times Square, Floor 17, Suite 1705
New York, NY 10036
New York State Division of Consumer Protection
Consumer Complaint Services (online)
Bureau of Consumer Protection
Federal Trade Commission
600 Pennsylvania Avenue, NW
Washington, DC 20580
Telephone: [protected]
WTEN NY Television
341 Northern Blvd,
Albany, New York