A&E Factory Service
Reviews and Complaints

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.

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.

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.

The prior complaint I read is talking about warrenty work through calling Sears to come out to repair there appliance.That company is a nationwide repair service called A&E FACTORY SERVICE, alot of people are getting confused with this company that does the warrenty work for Sears, Whirlpool, Maytag, and Kenmore products. This is not the original A&E APPLIANCE SERVICE in Roseville Michigan, they have been in business since 1949 and has built it's reputation on great service and selling parts to the do-it-yourselfers in the area.

Please before you wright a complaint about a company get your facts straight about that company!

Contact Sears Home Service (who contracts with A&E) on June 21st about a problem with a strong gas smell from our gas dryer. Appointment scheduled for July 2nd from 8-12. Technician arrived and looked at it for about 10 minutes and said he had no idea, has to be the gas valve. Ordered part on 7/2, part arrived on 7/7, tech rescheduled fro 7/9. Tech arrived and installed the part and said the problem was fixed. Used the dryer a couple of times and still smelled of gas really bad. Contacted Sears (A&E) again on 7/14 and they scheduled a tech to be out again on 7/14. Tech arrives and spends a good amount of time troubleshooting the problem and decides to just adjust the valve--should be fine now he says. Still have gas smell really bad. Call Sears again and they schedule a tech back out for 7/22. Tech arrives does more troubleshooting and says the electronic boards are not sending the right messages to the gas valve. Orders parts and reschedules us for 8/11. Parts don't show up. Reschedule for 8/23. Tech is no show between 8-12pm...calls at 12:15pm and says he is an hour away - I say don't bother I have to go to work. Try to contact sears about problem and no escalation path for service failures like this - no one is helpful at all--they just want to reschedule another appointment -- MORE vacation, more money, more inconvenience. So far I'm out 3 vacation days, $560.00 and we've been going to the laundromat to dry our clothes for the past 8 weeks. Avoid Sears (A&E) service, warranties, etc like the plague...TERRIBLE!

I called A & E to fix my stove. Without touching or examing the stove he told me what parts were needed. He would have to order the parts. Came the day of the expected repair of the stove, the office called me to say the technician had called in sick. At that point, I discovered they had ordered parts for a "gas stove." I have an electric stove. He never got close enough to tell the difference, I guess, and, anyway they didn't have an opening for another ten days! We're sitting on about three weeks now, and nothing has been done. I told them: Either fix the damn stove or give me my $400 back. Still nothing. I must be stupid. I didn't know A & E was Sears. Had I known that, I would never have called them. I have never had a satisfactory experience with Sears' service.

Hi,
Thanks for reading. Just a few details before I continue.

Location: Brookline, MA
Appliance: 2008 Maytag Dishwasher repair
Date: 7/26/10
Complaint: No call, no show.

A/E was supposed to come out to my place to fix a dishwasher under warranty. I booked my service directly from Maytag and the date they were supposed to arrive was 7/26/10 between 12pm-5pm. They stated that I needed to be available in the morning for a confirmation phone call so I called at 1030am and spoke to Veronica (800.771..3029) and told her my phone would be in an area with poor reception but to make sure to tell the technician that I would be home. She confirmed this and stated that it should not be a problem and told me everything was all set.

7/26/10 @ 3:55pm: I called again and spoke with Gris and she stated that the technician was running behind but would make it by 5pm. She assured me that my service call would be completed by the end of the day.

7/26/10 @ 5:46pm: No call. No show. I called and spoke with a manager and they hung up several times stating that they were going to re-route my call to the appropriate person.

I am so dissappointed that I wasted 1/2 a day and took of work early to get home and find out that they were so un-professional.

Please do not use these people for your service.