A&E Factory Service’s earns a 2.2-star rating from 318 reviews, showing that the majority of customers are somewhat dissatisfied with service and repairs.
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Repair washing machine
My maytag washing machine had broke after only a year and a half. maytag told me to have a and e fix the machine. the 1st tech that came out cleaned the pump and charged me $137, he told me that it was fixed and left, he never even bothered to check. it was still broken. the 2nd tech that came out told me that it was beyond repair and i should just go buy a new washing machine. I called yale appliance where I had bought it and they came out for $149 and told me that every part was covered and will be order and they will fix it. I called A and E 10 times already and they do not care, they keep telling me that someone will call me back, no one ever does. I am sooooo frustrated
a & e factory service horrible experience & how to avoid it!
I hope this helps at least one person in their dealings with this truly horrendous *cough* service *cough* company! This experience started with my whirlpool duet sport washing machine leaving all clothes soaking wet after each use. So mush so that it took 3 hours in our dryer to finally get the results we wanted. 3 hours! I am going to name names below because they deserve to be named due to the absolutely attrocious lack of help & concern for the situation. Scroll down to bottom for tips on how to deal with a&e!
Okay, 07/20/08, an appointment for service was created via the whirlpool web site. The washing machine was purchased approximately 9 months ago and is still under the 1 year manufacturer’s warranty. A&e factory service is the service company selected by the web site to complete the task of fixing my washing machine. An eight hour appointment window of [protected] is given. The problem’s symptoms were soaking wet clothing after the machine has completed a cycle and a failure to go into the ‘high spin cycle’. I hate 8 hour appointments but I want the problem fixed so I agree tomiss an entire day or work.
07/21/08, first onsite service appointment: a&e factory service technician (Unknown name, but can described as a white male, 20s, glasses, and all he talked about was getting the engagement ring for his girlfriend of several months) arrives for the service call and I give him the computer printout of the purchase date to show that it is less than 1 year old and thus covered by the manufacturer’s warranty. He accepts the information and puts the data into his laptop. After looking at the machine, he concludes that the problem is a faulty pressure switch. He disconnected it, blew into the pipe that leads into it, and also checked various other portions of the machine during his test. He stated that after the new pressure switch was installed, the washing machine would work as it was supposed to. He stated that the part was going to be delivered to my house. I asked him if I could install it since it was such a simple part (1 wire set and 1 pipe leading into it) without voiding the manufacturer’s warranty and he said “yes”. He said that would be great as it would save him a trip back out to our house. He showed me how to install the old part twice and watched as I installed the old part twice as well.
07/25/2008, the part arrives via ups.
07/26/2008, I install the pressure switch and run a test load of laundry through the washing machine. I sit in my garage the whole time (Yes, it was looooong). When the cycle is completed, the clothes are still soaking wet due to the fact that the machine did not go into the spin cycle.
07/26/2008, I called a&e factory service and asked to speak to a manager. I was put on hold and a female reinstated the call saying her name was misty and that she was a manager. I explain that I have already lost one complete day of work due to the first appointment and the problem still existed. I ask that a technician be scheduled out side of the [protected] window because those are my work hours and I do not want to lose any more pay. She refuses that request and, frustrated, I ask for a smaller appointment window so I can at least work part of a day after or before the technician arrives. She states that the first available 4 hour window is on 07/29/08. It is from [protected]. I accept that appointment.
07/26/2008, I contact whirlpool phone representative dreyon after the conversation with misty and explain to him the issues I am having with a&e factory service. I state that I am calling to provide feedback regarding one of their service contractors and also to determine the steps that may need to be taken to send the malfunctioning washing machine back. After explaining the steps so far taken by me and a&e, he informs me that by installing the part myself, a&e can now say my manufacturer’s warranty is invalid because I am not a certified technician – even though I expressly asked the technician about this.
07/26/2008, I immediately call a&e factory service back and ask to speak with a manager. I am put on hold and a male reinstates the call saying his name is joe and he is a manager. I explain the events so far and ask him if my manufacturer’s warranty has been voided. He states that a&e has a 90 day guarantee on their work and the second visit is well within 90 days of the initial appointment. I state that was not my question and again ask if my manufacturer’s warranty has been voided. He fails to answer again. I ask him a third time and he fails to answer the question – again referring to the 90 a&e guarantee of workmanship. I confirm with him that my appointment window is on 07/29/08 from [protected] and ask that all technicians be informed not to let the customers install their own parts as it could void their manufacturer’s warranty per whirlpool. I also requested that a different technician be sent to my house for the second call as the first technician told me two incorrect statements – that the pressure switch replacement would fix the machine and that the manufacturer’s warranty would not be voided by me doing the installation. Joe stated he could not guarantee that the same technician won’t be assigned to the call.
07/28/2008, an automated voice message was left on my wife’s cell phone from a&e factory service. I return the call at approximately 2210 hours and I speak to phone representative sam. He tells me it was most likely an automated reminder call regarding my appointment on 07/29/08 within the window of [protected]. When I inform him he is mistaken on the timing and the appointment was set up a 4 hour morning window, he states that his screen clearly shows a window of [protected]. Frustrated, I ask him how we can change it back to the 4 hours window that manager misty said she set up so I do not miss an entire day of work. He stated that I should call back tomorrow at 0800 est and ask to speak to the routing department. They would then be able to modify the technician’s appointment schedule so mine is in the morning. I ask who changed the appointment time and why – he could not answer those questions. I stated that I was upset by the events and ask to be connected with misty or joe’s (Managers) office and sam states that he does not know them and a&e is a national company with many offices. I begin recording my phone conversations with a&e mid-way through this phone call after realizing that I am getting conflicting information regarding the appointment times.
07/29/2008, I contact a&e factory service at 0800 hours and speak with phone representative jonie. I ask her where she is located and she stated she is in texas. I explain the situation and ask to be transferred to the routing department. Jonie states that transferring me to routing will do no good as even the routing department cannot change the route of the technician on the day of the service call. I state that sam told me to call today and they could change the route. She insisted that they could not. I ask her who can change me back to the 4 hour appointment time and she said only the technician can modify his route now. I ask her to contact the technician and have him change my appointment time back to [protected] as that is what I originally had. She says she cannot contact him directly but will send him a message to contact me. I ensure that she has the correct contact information for me. I record this entire phone conversation (Again, because I am getting conflicting information from a&e employees).
07/29/2008, I contact a&e factory service at approximately 0951 hours and speak with phone representative silvia. I state that I am upset with the fact that almost 2 hours has gone by and I have not heard from the technician. I ask her to contact manager misty and silvia states that she will send a message to her instead of transferring me. She also states that she will send a message to routing for me. When I matter-of-factly ask what good sending a message to routing will do since we just discussed the fact that they cannot change the technician’s schedule, she immediately places me on hold without telling me she was going to do it. A short time later a female who identifies herself as terri reinstates the phone call. I ask her if she is a manager. She states that she is and I explain my extreme frustration with the lack of customer support and ask that my 4 hour appointment window be reinstated. She refuses to reinstate my 4 hour window. I ask her why it was changed and, after a while, she states that their computer system shows that misty had set me up for a 4 hour window under a collect call (Meaning that I was supposed to pay for the service instead of the work being covered by a manufacturer’s warranty). This call was later cancelled by someone named chris yarber in the customer relations department. The appointment was then recreated as one covered by a manufacturer’s warranty from [protected]. I state that i’ve never contacted nor been contacted by him and ask to speak with chris yarber. Terri states that she cannot transfer me to him. Exacerbated, I ask why it is so difficult for a customer to relate to someone in customer relations. I also ask her hypothetically how, if she was a costumer, she would contact customer relations. She stated that all people trying to reach customer relations would have to go through the main number I have been calling (And through which I reached her). I say I understand and then ask to be transferred to customer relations main number. She refuses. After several futile attempts at gaining information on how to contact chris or customer relations, she finally states that she will send him a message to contact me at either of the two phone numbers on my file (To this day, he has not contacted me) but refuses to actually connect me to customer relations. After placing me on hold, she reinstates the call and states that a new appointment window of approximately [protected] was determined with the help of andrew in routing for my service call. I ask terri for the contact information of a&e’s legal department so I can have my attorney contact them for a better/quicker resolution (I have a benefit through my employer that provides me with free legal services). She states “I don’t think we’re at that point yet” and refuses to give me the information. Additionally, she refused to clearly inform me if a&e considers my manufacturer’s warranty voided due to the actions of their first technician. Again, I record this phone call in its entirety due to the lack of assistance.
07/29/2008, I photograph and take video of the pressure switch part that I installed per the instructions of the first technician. I document it’s correct placement and attachments in anticipation of a&e factory service later saying that the part was incorrectly installed. I record a portion of news broadcasts in the video to show the date and time that video was taken.
07/29/2008, second onsite service appointment: a&e factory service technician jose arrives at my house at approximately 1350 hours. He checks the pressure switch and states that I installed it correctly and that the arrangement of the wire & tube interfaces makes the installation “dummy proof”. During the service call, he states that the company has scheduled seven appointments in the [protected] window and there was no way he would be able to do them all. With the help of phone-based technical support, he eventually identifies the issue as the main control board and replaces the part with one in his van. The washer functions properly after his repair work. I ask him for his tech id so I can inform a&e that he deserves some form of employee appreciation/recognition.
07/29/2008, at 1559 hours I call a&e factory service and speak to phone representative carly and explain how appreciative I was of jose for fixing my washing machine. I ask her to pass the request for employee recognition on to jose’s management. She states that she will do that. I record this phone conversation in its entirety.
Tips on how to deal with a&e!. First record your conversations on your cell phone if possible. Seriously. People didn't believe me when I told them how bad a&e lies and contradicts itself until I played the recordings. I have contacted the bbb and given them this timeline and stated that to back my complaint I will send the recordings to them. Second, call, recall, and triple call them on a daily basis to ensure that some stupid person in the customer relations department (Who customers can't relate to apparently) doesn't change your appointment! Third - remember they have offices everywhere and you may get phone reps in 5 different states. They have no clue who the managers are in other states. Ask for their names and ask what state they are in. Your recordings will corroborate this later.
The people I spoke to had no fear of the bbb. Keep that in mind. They are working without a care for your time or well being.
Final tip: don't use a & e. Ask the manufacturer if there are other service companies they can send to your house. Please do not use a & e.
I am currently experiencing the scheduling nightmare. I have been re-scheduled 2 days in a row now, and this 2nd rescheduling has pushed back my service an entire week. It is very frustrating to be dealing with a company that has such a bad track-record, and to not really have any choice in the matter. This experience will prevent me from purchasing a Whirlpool appliance in the future.
LOL at cupcake! You're not a very smart person are you. It is NOT illegal to record any phone conversation! And also, any person like yourself to defend the WORST service company on the globe (A&E) should have their HEAD EXAMINED! IDIOT!
More power to you Original Poster! Hey, Cupcake #2, maybe he or she lives in a bad neighborhood and wouldn't want anyone going into their house. Maybe they just moved there and don't know anyone. Maybe he or she needed to WORK a full week in this economy so he or she could put food on their family's table!
And, no, it isn't illegal to record phone conversations. If it was, there'd be a whole lot more people in jail considering all the recorded phone conversations you hear on the news! You can't use recorded phone conversation in court, but you can certainly make them without breaking the law! Just Google for the Verizon .002 cent and .002 dollar phone blog (hillarious, on a side note). I find it amusingthat you think it's illegal when almost all new cell phones come with that functionality... think before you comment Cupcake. Maybe we should all sue our telecoms...
When I bought appliances I had A & E come out and they gave me the run around (or tried to) but I had read all of the experiences on this board and was ready. I wrote everything down and thankfully I was prepared.
Bottom line, when the company says they're going to do something, the onus is on them to do it.
First off, It is ILLEGAL to record a phone conversation without permission. You are fortunate that you did not get arrested or sued. Secondly, your impatience to wait for service or your inability to be home during regular business hours more than likely fostered the "repair it yourself "option. I guess you don't know or trust ANYONE that could come over to let the technician in so you wouldn't miss any work? Thirdly, your washer was ultimately repaired correctly by A&E. Sounds like someone is harboring anger issues.
Replied
Contact the attorney general of your state
I also had a problem with this company. They attempted to charge me $183 for replacing a part that took 10 minutes and cost $9. I did it myself.
I am going to suggest to all of you that you file a compaint with the Attorney General of your state. It's easy to do and can be done online. The BBB is useless.
You also should follow up with a letter to the manufacturer. Yahoo finance web sight can give you the CEO's address of Whirlpool, Maytag, Jennaire etc.
Anyone care to join me in a class action lawsuit?
The complaint has been investigated and resolved to the customer's satisfaction.
I came across your post and I wanted to reach out and offer our assistance in getting this unfortunate situation resolved. We’re very sorry to hear about the service you have received from our team and we apologize for the frustration this has caused you and your family.
My name is Susan and I am part of the A&E Solutions team. We understand your frustration and do want to see how we can be of assistance to you. We want to make sure that everything that can be done for you is being done.
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 refrigerator is listed under and we will contact you directly. In addition please include your screen name (JackD) 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
This place is friggin’ unbelievable. I scheduled an appointment for my washing machine for a Wednesday afternoon. They gave me a window of 1-5 p.m. They even called and confirmed it.
I took a half day off from work in order to get this done. I am in sales and so, even though this affected my livelihood, I had no choice but to take the time off if I wanted to get it fixed. Around 4:30 p.m. on the day of service, I started getting worried that they hadn’t shown up yet. I called the main number and they said they’ll have the service technician scheduled for my call contact me. 10 minutes later, I get a call from him. He proceeds to tell me that he just finished a job, is on his way to his next call which is about 30-45 minutes away from me and he anticipates being there for a couple of hours. He then tells me he gets off work at 7 p.m. I confront him that based on this information, it doesn’t appear that he’d get to my place and he confirms it.
I was furious and contacted the main office who gave me the run around and apologized but that wouldn’t do me any good since my machine was broken, laundry was piling up and I wasted a half day for nothing. I demanded they send another technician and they said there was no one else available and there is nothing more they could do. I told them they better have the technician show up first thing the next morning and they wouldn’t commit to that either.
The next morning, no one had showed up and I called again. You would think that they would be the ones following up with me but no sir. They claimed that their technician had called in sick. I said that was ridiculous and they need to send someone else and they said there was no one else. They then offered to send someone the following Wednesday and this is where I just lost it and started calling them every name in the book for insulting my intelligence. I said why would I have to wait until next Wednesday if my turn was skipped yesterday and they couldn’t answer that. They then said that if I am not happy with them, I can contact someone else. I said no ###, I know that is my option but they signed up for a job and they now need to complete it. I demanded to have a district manager contact me and no one ever did.
I was so fed up with them that I went ahead and contacted another service which has shown up and fixed my machine.
These people were careless, didn’t give a ###, there was no urgency to my plight and non-responsive. I always had to call and be on their ###. Not once did anyone ever call me to assure me they were on top of it and will get my problem taken care of right away.
STAY THE HELL AWAY FROM THESE FREAKS.
My washing machine stopped working. I called the number on the washing machine and was told I was scheduled the very next Friday for a service appointment. No one showed up on Friday and after repeated calls where I was assured a technician would be coming someone finally told me that a mistake was made and not technician was really scheduled. The next available appointment was to be the following Friday (I was not given any special consideration even though it was their scheduling issue). A technician did arrive the following Friday and I was told the problem would require a part and that it was under warranty, however, the service call would still cost $221 - I was to pay $100 now and they would return the following Friday with the part and do the repair and I would owe the balance. On the following Friday I was told the technician would not be able to come and that I would need to be rescheduled - the next available appointment was the following Wednesday (again no consideration for their cancellation). On Wednesday the technician called at 2PM to tell me he was on his way - he never showed. I called several times only to learn at 6:30 PM that the technician logged my call saying that I was not home (meanwhile I had spoken to him at 2PM!). I was told I would receive a call the next day to reschedule - yes the next available appointment with no special consideration. It is now 4 weeks later and my washing machine is still not fixed and I am out $100.
We called for warranty repair service on April 21, for our new Whirlpool Duet front loading washer, by calling the Whirlpool Customer Service number. It was apparently answered by A&E's call center; an appointment was scheduled for April 26th. When the technician arrived, he determined that an electronic component had failed, a part needed to be ordered, the part would be shipped to the house, and that we would need to call back A&E when it arrived, to schedule a new appointment. In a few days the part arrived, and we called A&E. An appointment was given to us for Saturday, May 5th, from 8 AM to 5 PM.
On Saturday, around 3:00 PM, we started to get a little anxious, especially since we had pre-paid $50 event tickets for later in the evening. We called A&E and were informed that the serviceman was coming later in the afternoon (since it was already "later" in the afternoon, we found the comment less than reassuring). Just after 5 PM, we called again; we were informed that the serviceman was still on another appointment, but he was coming. When asked why nobody had called to let us know, A&E couldn't give an answer, but did offer to have the serviceman call to let me know when he would arrive. When we inquired about a reschedule, we were told it could be moved to Monday, May 14th (9 days hence!) - So we elected to keep Saturday's appointment.
Around 7:00 PM (already missing our evening event) we got a call from the serviceman. He stated he was still on another service call in a town about 20 minutes from here, and although he couldn't tell me when he would arrive, he stated he was still coming, and would call me before he left that location.
Around 9:15 PM, after no call or no appearance by the serviceman, we called A&E again, were told the serviceman had "gone home for the day", and that it was our responsibility to call A&E on Monday to reschedule an appointment. When we asked to speak to a Manager or Supervisor, we were put on hold for approximately 20 minutes and eventually, after some very annoying static-laced music, we gave up.
Given what we've subsequently read about A&E, we fear this could be the beginning of a long story, but we'll try to hang in. Whirlpool is not doing itself any favors by contracting service out to such a dysfunctional and poorly run organization as A&E Factory Service.
Do never, ever call this company to fix any appliance. They don't make it to the appointments, after waiting from 8am to 5pm they want to reschedule for 3 weeks later, and when they make it to your home, they only want to give you an estimate , order any parts, collect the $80 and leave. (they're only suppose to be in your house for 20 minutes - he said).
If the appliance is heavy, they can't move it (always one person). They're only repair technicians not installers so their capabilities are super limited. Of course they're nobility... The attitude is incredible! The prices unacceptably expensive. Minor problem $140 + $80 for the trip . And there's alway a second visit to install the part... What a rip off!
After many years of dealing with this people I've had enough and i just hope someone can read this before calling them so they don't have to feel this rage and disappointment.
I had an appt w/ this company thru Maytag to come and fix my washing machine. My appt was scheduled between 8-12. I left the house for less than 10 minutes to put my daughter on the bus, when I came back I had a message saying they wanted to make sure someone would be home and to call them back. I called back approx. 5 minutes after they called and after being disconnected, I was told that the service man was in route to another call and would not be able to come. I was understandably upset and called back to speak to a supervisor, I gave all the information and was told someone would call me back. I have yet to get a call back from anyone. I would never use this company for anything.
The ice maker on my Maytag side-by-side refrigerator stopped working. I contacted A&E through the Maytag web site and was able to make an appointment for the next day. The repairman arrived timely and replaced the ice maker in the refrigerator - and left within 30 minutes. This seemed to solve the problem. However, I was charged $173 for the ice maker and $174 for labor - for a grand total, including sales tax, of $358!
After he left I checked the model number of the ice maker on Amazon.com and saw it available from a number of suppliers for $50 - less than a third of what they charged me!
In addition, charging me an installation fee of $174 for a 10 minute installation seems outrageous.
I asked if there was a seniors discount or a veterans discount - none available. I called their customer service number and complained about the pricing - but received no satisfaction.
I would recommend looking for a different repair service if you're ever have a problem with an appliance.
Arrrgh...where do I begin? My GE Profile refrigerator has been troublesome from the start. It's five years old. It has caused me an insurance claim due to water damage and has broken down four times in five years. A&E has been called out the last two times. The first time I had to wait four and five days for the appointment. I explained that the Refrig/Freezer was running very warm. I asked what I could do and they said let the freezer warm up and the problem would be temporarily fixed. This would save my food and they would come out in four days. This worked. The technician actually showed up during the AM window. I wasn't home and when he called I had to explain that I was scheduled for the PM window. He said he would come back. When he got here he could find nothing wrong. I explained what I did based on the technician's recommendation and he said there was nothing he could do because it was working fine. I tried to explain that it was TEMPORARILY working fine because a technician told me how to temporarily fix it so that my food would not spoil. He acted like I was not telling the truth, charged me the obligatory $130.00 and told me that I should keep a log and if it happened again I should call them. When I explained to the technician that it was frustrating not to have it fixed because they only come on one day of the week he basically told me that I was full of it he is out here every day.
Well? Gee. It happened again. I called to get an appointment. and was told it would be another five days BECAUSE THEY ONLY COME OUT ONE &%*#&^ DAY OF THE WEEK! I realize that you cannot get angry at the messenger so I politely asked to speak to a supervisor and sat listening to music for over 15 minutes before out of total frustration I hung up. I called back, thinking that I must have been forgotten, and politely asked to speak to a supervisor and sat listening to music for over 15 minutes before I hung up. Now I'm pissed. I put my food outside last night because it is colder outside than my refrigerator which is currently running at 54, the freezer running at 12 and filling with water. I am at a total loss on how to handle this issue.
A&E should take the word Service out of their company name because, in my opinion, they do NOT provide it.
If I was not forced to use them I would not. They do not deserve my business.
A&E came to our home 3/6/07 to give us an estimate on fixing our ice maker. We ordered 2 parts one of which was a new water filter for $118. When we found out we could purchase the same filter at Best Buy for $40. we returned it and were given a receipt that said we would receive a credit on our next credit card bill.
Needless to say we did not get the credit and no one knows anything about it.
I have tried 4 times to speak with a supervisor. Each time I was put on hold for over a half hour and had to listen to the same recording over and over. I finally had to hang up each time.
I am now trying to work something out with my credit card company and if not I will take it to small claims court.
A&e factory service is the the worst i have dealt with. Didn't fix my dryer right the first time, plus they were late. Didn't show up to second appointment at all. When i called they said they were really busy and had me down for a different day. I can't get into how horrible they are or my head will explode. Just save yourself a hassle and don't use them. Please i beg you for your sanity just don't even make an attempt with this company, they will screw you and not even care. Just look at the other complaints on here, way to many for this company to be any good. Horrible
I wish I have read all these complaints before I made appointment with this worst company in the applicance repair industry. I just wonder why Whirpool still use them. They are really terrible. In this economy, the bad ones should be the first to be eliminated!
My mircowave made exceptional loud noise so I scheduled an appointment with A&E. The only reason I choose them at the beginning was I can make appointment on whirpool web site and many of the time slots available is from A&E.
It has been over a month and the A&E technician came 3 times and still nothing is done! They keep making up different excuse every time they come to avoid doing the job. I am sure they got money from Whirpool by doing nothing. Isnt it a real strategy to keep customers pending and keep making request with them so they can get more money?! Terrible!
The Technician called Ian. The first time he came, he said that the transformer has to be changed and he did not have the part. I have to order it. So I waited 2 weeks for the transformer to arrive and then made the 2nd appointment with Ian.
The 2nd time he came, he said that he has problem taking the microwave/oven combo out. He said they are supposed to be just slide out itself after unscrew them. But that my appliances were "stucked " into my cabinet cannot take out. So he said I have to call my builder (I have a new house and all the appliances are only 2 months old) to take it out. I called my builder site manager in front of him. The builder was shocked about what he heard and he said that he has been in the construction industry over 20 years and never heard about what described above. So I passed the phone to Ian to talk to the builder direct. What I heard was Ian kept yelling at the builder and asked the builder not to teach him how to take out the combo, he claimed he knows how to do it. He insisted that the builder has to come take it out for him. Ian said that he has to go and cannot wait for the builder to come. I insisted he leave a name card for me so I can contact him when the builder come. He gave me the name card and asked me to call him after the builder take the combo out.
The builder and their electrician came and easily took the combo out without any issue. So, I immedaitely called Ian on his cell phone, but he never pick up the phone call. I left messages but he never call back. So, I eventually asked the on-site manager of the builder to put the combo back so that I can use it before I can make the appointment with A&E on-line again. I cannot leave it out and not using them forever to wait for them. I did not know when they can come and Ian never called back after 2 days. When the builder put the combo back, he tried one more time to take them out again to see whether it is smooth. Again, no problem, very easy to them. They just asked me to ask Ian to lift it up a bit and push it out.
I made the appointment on-line again for the 3rd time. Ian came again this morning. He was angry to see the combo wasnt "out" waiting for him. he just unscrew the appliances, touch the oven door and then said "No". I cant take it out! I said "What? You did not even try" He just put his hand on the oven door and did not even do anything to try take the applances out. I told him to lift it up and push it like the builder told me. They did that with no problem. Ian said "No". I am not going to do it. You should ask them to take it out for me! I have never seen such a non-sense "technician". He is worst than anyone I have ever seen. No rsponsibility. Full of bull sheet and avoid doing the job. At the end, he just left without even putting the screws back into the applicances. He claimed that he has other job to do. They have productivity report about how much time he spent on every home.
I was speechless! I was so mad about what I experienced! Totally waste of time and just crazy! These people just cheat money and time from other people. All these rubbish should be fired immediately and the company should closed if they are out there to cheat people!
btw, I called a&e customer service to complain. The customer service woman on the phone was rude. She kept me on hold for a long time and then said she talked to the technician. She said the technician is right by not taking the appliances out to prevent breaking my cabinet. Great, she is the judge? Everything they are right? I insist talking to the manager, she said she cannot transfer the line to the manager, but will ask the manager to call me back. Of course, never call back! When I asked the CS woman more questions on the phone about how they deal with complain, she cut my line! I can believe that this company has a company culture that all the people works there has the same attitude - Rude and non-sense!
I called Whirpool customer service, they filed the complaint but the girl said that even she is not sure how whirpool is going to deal with complaint. Based on a&e's practices and all these complaint I have read about them, Whirpool should have received a lot of complaint about them. I am still wondering why Whirpool still using this company. This is bad for customers!
Worst service ever
I called A&E to repair my KitchenAid oven and microwave door springs. On the first service call, the tech said he'd have to order parts. Ten days passed, parts arrived, and late in the day of the scheduled install, the tech called to say he was sick. He rescheduled. On the reschedule day the dispatcher called us in the afternoon to say the tech was still sick (No backup?) and rescheduled.
On the fourth try a tech showed up, fixed the microwave door, and said he didn't know enough to fix the oven door. He rescheduled.
On the fifth try, a new tech looked at the oven door and said the first tech had ordered the wrong parts. He ordered more parts and rescheduled.Ten days passed.
On the sixth try, after waiting until 6PM for a 1-5 service call, I called the 800 number and the tech called me back to say it was too late in the day. I told him I wanted service the next business day, in the morning. He said he'd try.
It's 10 AM on that next day, and I've had nary a phone call. Six service calls and they missed three. Only one did any good. Meanwhile I've lost six otherwise-productive half days waiting for service.
The complaint has been investigated and resolved to the customer’s satisfaction.
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, 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 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.
Rude customer service
I have a service contract with Whirlpool that expires in 2011. On July 15, after a long waiting period to get service, I was told the part for the dishwasher would be delivered to my door by UPS in 3-5 days and I was to call A& E Factory Services so that the service man could come back and install the part. The installation date was today, July 22, 2008/ When I called to inform them that the part had not arrived as expected, I shocked at the unprofessional and rude behavior of the representative who took my call. A person needs a friendly representative to handle problems relating to repairs on appliances, especially when they pay a large fee for extended warranty services and the appliance has been inoperable for a long time.
Overcharged
When my microwave quit heating, I called Whirlpool and was referred by them to their authorized service repair company, A&E. The tech came out and diagnosed the problem and said he'd have to replace 2 sub switches. He did not have them with him. (Despite this being a relatively common problem that could and should have been easily diagnosed over the phone.) He gave me an estimate of $38.26 for parts and $145.52 for labor. I paid him $65. for the service call and told him to hit the road. I then went online and ordered the parts myself and downloaded the necessary repair instructions from the Whirlpool sight. The parts cost less than $15, including tax and shipping charge. It took me ten minutes to change the switches (and I am by no means mechanically inclined!). Gee, a 150% mark up on parts and $300 an hour for labor. I don't think so.
If you are using MAYTAG, you don't have to use them. Call their warentee department back, complain about them and request someone else to service your appliances. I did and got a local independant guy who is under contract with MAYTAG instead. They've been calling every day since, multiple times a day so i'm calling back now to light someones [censor] on fire. I'm sick of this.
I usually don't do this, but I'll join in. These people have the market on Whirlpool appliances. So, you're at their mercy if your appliances are still under warranty. I'm waiting right now for service, and I know it will be at the end of the day. First of all...they give you a 8-5 timeframe. Most respectable companies give you a two hour timeframe, or a morning or afternoon timeframe. Not these folks. So, I want to walk into my Doctors office to get a refill on my meds right? I call the dispatcher and ask if there is anyway the tech can call me and let me know a general idea on when he will be here. NOT POSSIBLE. Cannot do this. DO YOU REALLY THINK THESE PEOPLE ARE TRYING TO KEEP YOU AS A CUSTOMER AFTER THE WARRANTY IS UP? HELL NO, THEY DON'T CARE. They have the warranty thing tied up, and their business ethic is completely unprofessional.
I WOULD NEVER USE THESE FOLKS AFTER MY WARRANTY IS UP. NEVER, EVER, EVER. THIS IS THE MOST UNPROFESSIONAL BUSINESS I HAVE EVER HAD TO DEAL WITH, AND DON'T TAKE IT FROM ME...LOOK AT ALL THE BAD STUFF ON THE WEB. TOO MUCH TO READ. DON'T YOU THINK THEY WOULD SEE THIS AND WANT TO CLEAN UP THEIR ACT? APPARENTLY NOT. I WONDER HOW THE EMPLOYEES FEEL? WORKING FOR A COMPANY LIKE THIS? NO KIND OF PRIDE ABOUT THE COMPANY YOU WORK FOR, AND I'M SURE THEIR TURN OVER IS PRETTY INTENSE. GOOD LUCK AND I SUGGEST YOU CALL YOUR LOCAL MOM AND POP APPLIANCE COMPANY. THEY HAVE BEEN IN BUSINESS FOR A LONG TIMIE...FOR A REASON.
Just purchased new Maytag washing machine from SEARS Service Center (A&E).
Will never purchase anything from Sears again. Turned it on and water went
outside laundry room and all over wood floorl Tub was cracked. This A&E bunch could care less
about the consumer. Called Sears National Consumer line - was passed on five times
before I gave up. Absolutely outrageous. So sad that a great American company
like Sears has given up on standing behind the consumer.
Terrible service & repair
My three year old maytag dishwasher stopped draining. Of course I was given an appt. For a week from then. That would be 6/18/08. I had to be home between 8am and 5pm. At 4:45 I received a call that I was to be rescheduled. Another day - 6/17/08 I spent waiting and the tech showed up. After he determined that the pump was the problem and checking his computer, he went to his truck because the computer said he had one. Guess what! No pump on the truck. The pump was ordered and I made the mistake of paying for everything (Parts & labor).
Another day - 6/26/08. On that date, the part had not arrived and I was rescheduled again.
Another day - 7/7/08. On the morning of 7/7/08 they called and wanted to reschedule again because they didn't think the part was in. I told them that the part was here and that I wanted to keep that day. The girl told me that the dispatch would call me to give me an approximate time for the tech to arrive. I waited until 4:30 but no call and finally called them to see what happened. I was told that I was not on the schedule but they could give me a date a week from then. I spoke to a supervisor (#1). She said she would arrange to get someone out the next day.
Another day - 7/8/08 the tech did arrive and replaced the pump. However, twenty minutes after he left I went to open the dishwasher. The door would not open completely and there was electrical sparking by the hinge. The tech apparently caught some wires when he reinstalled the unit under my counter. I called the tech who told me I would have to set up another appt. I called a&e and this time went straight to a supervisor (#2). The tech should have been returned asap. They tried to give me a date a week and a half away but after much discussion, I only had to wait another week.
Another day - 7/14/08 I waited again. I called around 4pm and was assured that the tech would not miss me again and that the problem would be taken care of that day! At 4:30pm I received a call wanting to reschedule again for 7/17/08. I spoke to another supervisor (#3). He assured me that dispatch would get back to me by 9am.
Another day - 7/15/08. It is now 10:40 and I have received no call. I called them again and was told that I would have to wait until 7/17/08 but no guarantees.
Another day - 7/15/08 and no guarantee to show!
Heres the problem, I travel a lot and have rearranged my schedule several times to get this taken care of. So far, I have spent """48hours""" waiting for a&e, and now am told that I need to be p a t I e n t!
I will definitely join you to put this TERRIBLE COMPANY DOWN. joyvalles76@comcast.net
NEVER CALL or USE A&E. We will soon distribute a preliminary paperwork to file a lawsuit against A&E. We urge you all to join us put this company down. The lawsuit will cover compensation for the wasted time waiting for the tech as well as the pain and suffering including any damages.
Zach
Assault and poor service
After two months of screw-ups by this company in attempts to fix our brand new whirlpool washer (So that is six appointments and they were late for every single one) , the last technician left our washer with hoses broken but told us it was fized. It flooded our entire third floor and ruined our 2nd floor ceiling. Now we are stuck with a broken washer and a...
Read full review of A&E Factory Service and 5 comments
Replied
Maytag service call
I looked up maytag service providers on maytag.com and they sent the above company to my house. I greeted him with a smile, like I do most everyone which was met with a sour stare like I was weird or something. I asked if he found the place O.K. as I led him to my washing machine and he replied "yes you have a house number on your mailbox... followed by a long sigh". What a smart a** comment...
When we got to the machine he said what is your problem, I assume referring to my washer, I said it makes a lod high pitch noise when the agitator is moving. He asked when my warranty expires. I said i don't know, the machine is 3 or 4 years old. He lifted the machine forward using the control panel [that didn't seem right] so he could get the serial #. I asked if he needed a hand tilting the machine, he ignored me.
He entered the # into his computer and said "you don't have any warranty coverage". O.K., I still need to get it fixed as I never said anything about a warranty. He said this is a "collect call". I asked what he meant, we are not making phone calls, I thought to myself. He replied "COLLECT CALL" means you don't get a "FREEBIE" quite unprofessionally.
I said that I just wanted it fixed and I never said anything about a warranty or a freebie. I had had enough of his crap from the time he entered my house till now so I said get your stuff and get out of my house now! He was the only person I have kicked out of my house, ever, in 25 years of home ownership.
I know this is a bit long but I just want other consumers, as I wish I had know to review this and any other company that you let have people in your house.
Regards All!
The complaint has been investigated and resolved to the customer's satisfaction.
I would like to first give my sincere apology for your frustration, inconvenience and concern about your service experiences with A&E Factory Service. We value your business very much and also know that your time is extremely important to you. It is totally unacceptable to schedule a repair appointment and have our technician come to your home and make an adjustment to the belt on your washer only to have it make more noise than when he began. I would also be upset if this were my washer and feel that the technician really didn't care about the outcome of his service. We would like to look into this issue further and speak with you regarding resolving the issues with your washer. My name is Susan with A&E Factory Service Escalations team. We are a single point of contact for escalated issues which means that we will have a personal case manager contact you and help you start to finish with this issue. We know that we have let you down but want to do whatever is necessary to make this right.
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 washer is listed under and we will contact you directly. In addition, please include your screen name (Chris Gadbois) 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
I apologize your dishwasher is not working properly and for the late arrival of our technician. We are so sorry for any confusion in regards to pricing. My name is Zenaida and I am part of the A&E Solutions team. We understand your frustration and are delighted to address any concerns you may have.
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 your dishwasher is listed under and we will contact you directly. In addition please include your screen name (Shemek) in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Zenaida M.
A&E Solutions Team
A&E Cares
My name is Brian and I am part of the A&E Solutions team. I came across your posting, and I’m truly concerned with the issues that you have had with your washer repair. This is not the level of service that our company has prided itself on delivering to all our customers, and we would like to the chance to assist in making sure your repair is completed correctly. 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 washer under and we will contact you directly. In addition please include your screen name Millertimeal in your email for reference to your issue and we do look forward to talking to you soon.
Thank you,
Brian S.
A&E Solutions Team
A&E Cares
Please accept our apologies for the length of time it has taken for you to receive your refund. I can certainly understand your frustration with waiting this length of time to get your money. We would like to thank you for your patience and offer our assistance in looking into this situation further and helping with a resolution. My name is Susan and I am part of the A&E Solutions team. 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, the phone number the item is listed under (if different than the contact number), and we will contact you directly. In addition please include your screen name (Sfikaley) 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
We apologize for the service you have received from A&E Factory Service. We can assure you this is not acceptable and we would appreciate the opportunity to speak to you. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience, please contact our office via email at AEservice@aefactoryservice.com so that we can further discuss your concerns. In the email, please provide a contact phone number and the phone number the appliance was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Jsm3197) for reference to your issue.
Thank you,
David V.
A&E Cares
We are sorry to hear about the service you have received from A&E Factory Service. We can only imagine the frustration of waiting for a service tech and to be cancelled at the end of the day. We strive at providing our customers with the highest quality of service and have failed to do so for you. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. 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 refrigerator is listed under and we will contact you directly. In addition, please include the screen name used to post here so we can reference to your case.
Thank you,
David V.
Senior Case Manager
A&E Cares
We apologize for the inconvenience you have experienced during your repair. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience, simply contact our office via email at AEservice@aefactoryservice.com so that we can assist. In the email, please provide a contact phone number and the phone number the appliance was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Not happy with the service) for reference to your issue.
Thank you,
David V.
A&E Solutions
This company is fraudulent in it's business practices. It has put into practice a loop which denies any attempt to escalate a problem. It continually transfers an individual from department to department. After talking with repair scheduling, then parts, then escalation they refused to handle issue and transferred me to service. I am currently on day 14 of this issue and have been on hold and speaking with different departments for 62 minutes. No one is taking responsibility and everyone is finger pointing.
I called in for service to my dryer on 3/14/2017 & got an appointment for Tuesday 21st bet. 1:00 & 5:00pm. It was a total waste of a day off. I called a little after 1:00pm on 3/21 to confirm my appointment. The representative from A & E assured that someone will be there between the appointed hours. No one called and no one showed. I contacted A & E a little after 5:00 and was informed the appointment was cancelled. I was very upset and requested to speak to a supervisor. I was given a new appointment for 3/24 bet 1:00 & 5:00pm. I was contacted by the A & E service tech about 1:15pm for conformation. He informed me It was a cash call. I informed him the appliance is under waranty. I informed him that I will contact my warranty company and have everything in order by the time he gets here. he replied ok. I contacted A & E to clear up the matter and was informed my appointment which is scheduled 3/24(today) was cancelled. I was very upset. Now I've wasted two days. I requested to speak to a supervisor. After explaining the situation I was given an appointment for 3/25(friday) bet. 8:00 & 12:00. I contacted my warranty company (Lowe's) and was given an appiontment for 3/29 from 1:00-5:00pm.I informed them that I already have an appointment for 3/25. They informed that it should not be a problem and they make a note to the account. The service appointment was submitted & they told me to contact A & E after an hour and conform that everything's ok. About an hour and fifteen minutes later I contacted A & E. Only to find out that they again cancelled my appointment.
Now I'm very upset. I requested to speak to a supervisor. I was told none was available. the A & E Rep. took my # and said a supervisor would call me back. More than 45 minutes went by and no call. I took the liberty of placing that call myself. I explained my situation to the supervisor(Mark) from the beginnin, however, my problem fell on deaf ears. I'm a Radiographer by profession and also work in a service related field. Unprofessional behavior such as this does not belong in any customer service field. Is this how your company makes its money. I was always under the impression that the customer comes FIRST. As it stands I would NEVER recommend A & E to anyone.
These people make cable installers look good! I have scheduled service for my washer/dryer twice, for which I had to be home from (time off from work) in four hour blocks. The first time he was a no-show. The second time, he showed up 30 minutes late, called to be let in the gate and was gone by the time I got there.
I was expected to wait nine hours, but his waiting 2 minutes to be let in was out of the question. He refused to be dispatched back to the job. The customer service supervisor's only response was basically - yes, we offer terrible service, what do you want me to do about it?
I used A&E Factory Service once before when the spin cycle on this same w/d unit wasn't working intermittently. They were basically paid to tell me that I was overloading my machine and that nothing was wrong. Though this wasn't the case, the problem solved itself - the intermittent problem ceased and I didn't have to argue with them.
Unit has not worked since I bought and Hair insists you cannot take the unit anywhere and you have to have their service people come and fix it. When it was close to 5 pm and got the phone number to call, they claimed they called three hours ago to reschedule an appointment I had made two weeks ago. The next available Saturday appointment is a full month later, so I have 4 more hot weeks to live with. They were completely unresponsive and irresponsible, giving me only the Texas guy Alvin Lewis as a contact person, no phone number, no email. Then, I was unable to reach Haier to complain.
My feeling is that since the unit is under warranty, they will provide the worse possible service, which is essentially no service at all, until I just give up and throw the unit into the trash.
I would never call 'a & e factory service' guys again for any of my services.
They literally cheat. Our 4 year old ge microwave over was not heating.
I called the ge and found our the mag was gone.
Ge also said eventhough we haven't have the extended warranty for our microwave the parts are covered by the warranty but not the service charges.
We called 'a & e factory service' thru' ge since we don't have any other authorized service dealers available in our area.
These guy came in and checked our microwave and gave me a list of things that we have to change for $617.00 (When I asked for a copy of his quote he wasn't willing to giving it to me)
He also said the parts are not covered by the warranty and the "ge people who takes over the phone don't know anything".
He also suggested that it is not wise to spend that much on the microwave since we can get a new one for $200
Then he asked $65.00 for his labour & service (Not willing to give a bill) saying customer refuced to take the quote for changing magnatron $192.00.
I don't know how come he can show me a quote for $617.00 and mentioned only $192.00?
What you call this other than cheating?!
His appointment time was 8.00 am till 12.00. He came in at 7.40am when we were not ready for him. I was in the middle of giving my baby a bath. I had to manage this guy with my screaming baby.
How can I call or suggest these service people to anyone?
This company has my number for their customer, although I am not nor have ever been their customer. They have called me at least 25 times in the last 2 or 3 weeks to "schedule service". I have called to ask them to take my number off their list, and I have answered the phone when they called and told them they have the wrong number and to take my number off that customer's paperwork. They call as early as 8:15 am on Saturday mornings, waking me up. Today, I received a call from them at 9:53 and I told them again to take my number off the paperwork then another employee called me at 10:01, 8 minutes later, to "schedule service".
I feel like the earlier reviewer, somewhat relieved to see I am in good company dealing with these people.
In November (7 months ago) we bought a Kitchen Aid dishwasher. About 2 months ago, we went to use it and found no power to the unit. It came back on the next day but a week or so later, went out again. We called Kitchen Aid who arranged for A & E to come out to assess the problem. Their technical rep came out and was nice enough when he was out here. He said the control panel was bad. He ordered the part and left. Shortly after he left, I opened the dishwasher and a bolt fell on the floor. I also couldn't close the door. We called A & E who sent the rep back the next day. The rubber skirt at the bottom of the dishwasher was not reinstalled correctly. He tried to tuck it back in though it still was not closing as well as it had before he touched it. He started getting testy and told us it was now correct. A week or so later, the part arrived and we called A & E and they arranged for the rep to come out and install the panel. When he arrived, he opened the box only to find that it contained a refrigerator ice tray. He got on the phone with A & E and was told the control panel was on back order and it would be several weeks before it could be even shipped out. We were upset about the further delay so my husband got on the phone with A &E to see if anything could be done to expedite the problem such as shipping out the part overnight once it was available. No. They could do nothing more. He got the name and operator number of the person at A & E who was less than helpful. Weeks go by and no part so we called Kitchen Aid (instead of A & E) to find out where the part was. We were told there was no control panel on order and in fact, notes indicated that when the A & E rep arrived to install the part, he was refused entrance to the house! My husband explained that that was not the case. Why would we refuse entrance to a repairman when we needed our dishwasher repaired? He gave the Kitchen Aid rep all the info on the ice tray, the reorder/back order, faulty reinstallation of the rubber skirting, etc. and even gave the name and operator number of the A & E office person he spoke with. The Kitchen Aid rep called A & E and started asking questions. When their answers didn't jive she mentioned the operator number and name and was told there was no such person or operator number working there. The Kitchen Aid rep determined they were lying to her as they had lied to us. She said they had received numerous complaints about them (read Yelp reviews in SF) and would expedite shipment of the control panel and send out a rep from Silver State to make the installation. When the Silver State tech arrived, he told us that he could make a living just following in the footsteps of A & E. He said that even after the second attempt, their rep did not get the skirt reinstalled properly and did not even reinstall the door properly. BOTTOM LINE - IF YOU HAVE ANY CHOICE IN THE MATTER, DO NOT USE THIS COMPANY! THEY ARE INCOMPETENT, DISREPUTABLE, AND LIARS.
Bought a new maytag range with to defective burner switch. Maytag sent a & e out four days later. He didn't have a repair part. Said he would order one and be back to fix it. Got a recording saying he'd be back between 9 and 5 on a certain date. Haven't seen him or the parts yet. The lady who took my call was rude. Never again maytag or a & e.
A & E Dispatcher told me that the technician would be able to repair my unit while replacing a recalled component. This did not happen...he replaced the recalled component and left. I offered to pay for a second trip charge if he would just do the repair...to no avail. Had I know this in advance I could have contracted with another company and not had to throw away about $700 worth of food from freezer and refrigerator. I have informed the recall company about this problem with their service provider.
We scheduled a repair service call through Home Depot, where we had purchased our GE portable washing machine. Our machine had been working great for the first 7 weeks or so, but then it started making a squeaky grinding noise during operation.
We contacted Home Depot who arranged for a technician from A & E Repair Service to fix our washer. He arrived on time, within the predetermined service window - and that pretty much was the highlight of the service call.
He heard the noise and determined it was a loose belt that was causing the problem. He made some adjustments and then pronounced the machine fixed. Problem was, the noise was now worse than it was before. Despite acknowledging that the noise was there, he said that it was "normal", over and over again, and refused to perform any further repairs. He said I could call A & E again for a "second opinion" and walked out the door.
The complete lack of concern for our problem was appalling. The repair technician (Jose Barrossa was his name, I believe) completely wasted our time and his apathy towards doing his JOB was shocking.
If you are assigned an A & E technician, beware! You likely will not get your repair done correctly. Absolutely horrible customer service, and the technicians don't know what they are doing.
No communication between dispatchers and technicians
On June 12, 2008 I called HSA my home warranty to put in a claim for my "extra large whirlpool front loader" the machine was giving me a code for the pump not draining. They gave me A&E's phone number to come out and fix it. Of course they don't have anything open for a week so I am schedule for June 19th between 1 -5 pm. They tell me someone will call the night before to confirm the appointment; of course I did not receive the call. Thursday June 19, 2008 I get a call at 4:53pm from the service technician saying he has one stop to make then he will be out. At 5:35pm he shows up and replaces the pump and starts the washer, it adds water and the drum is turning good news "not". After he put everything in his little hand dandy computer and I pay him my deductible. He leaves and I start gathering laundry thinking I was finally getting to do it. Well I was upstairs and hear this beeping noise I did not want to hear. It is the machine giving me the same problem and code. I immediately call the guy on his cell phone "thanks to caller ID" and let him know it did it again (I caught him before he hit the highway to go home). He comes back a few minutes later and says well the only part it might (key word MIGHT) be is the switch so he replaces it and leaves, tells me to call him and let him know if it worked or not. Well I sort laundry and put Spray-N-Wash on what need it, low and behold it started beeping again! I call him and he tells me there is only one other part it can be but will have to order it. He says he will call me tomorrow and let me. Friday comes around and no call. Monday June 23, I called A&E to find out what is going on, well the technician did not put in the order or that he came back and replaced the switch in his computer or that it needed another part. So I called HSA and talked to Kim, told her the story and why I was on the phone she is typing away at an email to the higher ups. Her boss then contacts A&E, well come the 25th comes around and a technician shows up to look at my stove (I had put in a complaint about it) when he was done with that I asked about my washer. I told him the story; he says that there are no notes that the guy replaced the switch or ordered any parts. So he takes a look at it, he says it is the computer program component. He said he would put in a order for it and left. (he is new to A&E but has worked at Sears) He came back out on the 26th shows up at my house with no notice! Say the service order only said that the machine was not working. So, why he is here I call Kim at HSA and talk with her, I tell her they can order the part but it will take 10days to get here. She couldn't believe that there is No communication between dispatchers and technicians. She in turns sends EVERYONE possible and email and puts in there for some to call me with the possible of doing a cash out. 30 mins later I get a call, this lady tells me that they can either order the part or give me 312.00 as a cash out. I was shocked, I told her that the machine costs over a 1000.00. She said we can only give you what the part would cost us because we can order it. I said fine order the part, I ask her can she request the part be expressed shipped up here, she said I will put it in the email to A&E. I asked her to tell them to call me when they ordered the part. Also asked about a loaner and being reimbursed for having to go to the laundry mat to wash my clothes of course the answer was no. I have a household of 5 - 3 teenagers. I didn't receive a call, so on Monday today June 30th, I called A&E to find out the status, he tells me it was ordered on Friday the 27th, but not express because it was not an emergency item. Go figure. I called and left a message for Kim to call me. My husband this last weekend looked up the part we needed and also called Sears and they have 2 in stock for 218.00.
I will try and post an update when the part comes in or I should say if it does.
From Eagle River Alaska.
Ma'am, A&E factory service and Sears Home Services are the exact same company. Sorry to disappoint...
Inaccurate / unprofessional
I did not comment, rather file a new complaint.
A&E is a service provider, they can not stack inventory spare parts for all units out there. So we can not blaim them for any waiting times for part ordering.
But, their "technicians", well, I don't know.
Bought a new Haier washer/dryer, which was leaking water from day 1 one.
A&E worked on it 4 times already, unable to fix the problem. At every visit, I was told the cause was something different from before.
The first 2 "technicians" didn't even check the problem, they started working on the machine right away (question is on what?). I told them not to do that while the machine was running, as the sensors will shut down the machine cause of being out of balance.
They didn't pay attention, and we had to restart the cycles several times. Of course, they start all over and lots of time was wasted.
The 2nd technician was jerking the machine around while holding on to the door (front loader). Now the sensor is out of balance and it is kind of tricky to get it closed properly.
The 3rd technician I made wait and watch what the machine was doing. That must have given him an idea what to look for.
After he re-assembled the machine (and left), the leak was finaly gone, but now something is bouncing violently against the top housing of the machine, like something is loose, was not assembled correctly.
Thus I'm not a handy man, I'm ready to get a screwdriver and work on it myself.
Non-contract compliance!
My Maytag Plus side-by-side refrigerator died 6 months ago - pathetic as it is only 5 years old - and I called A & E Factory Service who was recommended by Maytag to come and fix the fridge. The cost to fix it was over $300 and the tech told me I could purchase an extended warranty with it. Lesson learned, never do this, but I foolishly loved the fridge and bought the warranty. 3 month later the fridge died again. Called A&E and it took them 3 days to get a tech out and another 2 weeks to finish the repair. Another 3 months later the same parts died again on the fridge; bare in mind this will be the 3rd time these idiots have replaced the same parts. Tech came out and once again said parts wouldn't be available for 10 days. Considering I can ship anything to anywhere in the world in 24-48 hours I find this utter lack of customer service horrid. The night before the tech was suppose to come back I get a call saying they have to cancel the appointment because one of the parts is on back order. Again, a simple and common part for ALL refrigerators can not be found anywhere on the face of the planet - yea right. 8 days later the part finally comes and I have to call to get the tech rescheduled. Supposedly he is to show up between 8-12 am. Again I get 2 calls the night before, one confirming the appointment and the other; 10 minutes later; saying it needed to be changed to 1-5 pm. I decline the appointment change due to the fact I had a doctors appointment that afternoon. The "customer service" agent said she would leave the appointment and figure something else out. The day the tech was suppose to arrive I take a vacation day from work and wait. 12:00 o'clock comes and goes and I call the service center only to find that they changed the appointment on me and never told me. I talk to Nancy, a supervisor who sees the notes about the doctor appointment and says the appointment never should have been changed - DUH! She then tells me the tech is finishing a call and that I would be next. I say I can live with that as long as he arrives before 2:30 pm. At 3 pm I haven't seen the tech so I call back to learn that he was re-routed to a different call. Apparently waiting 4 weeks to get a fridge repaired doesn't put one as a high priority in their book. After discussing the utter lack of customer service with another supervisor I'm told the tech can't come back out until Tuesday. At this point I got the name of the CEO Dale Reader and the address. As soon as I find his phone number he will be getting a call.
I can only recommend in the strongest possible way to NEVER, EVER, EVER use A & E Factory Service for ANYTHING, EVER! They are without a doubt the absolute WORST company I have ever dealt with! How do they expect people to live with out a fridge for 10 days, let alone a month? In addition to NEVER dealing with A & E I would also strongly advise to NEVER purchase any Maytag product EVER! They do not last and the service repair companies are beyond horrid.
Warning do not use this company unless you wanted to get ripped off.
I wish I would of investaged A&E service or shall I say "no service" before I called. I do not recommend this repair service to anyone ever. I have been with out an oven for over 2 month and they have been paid. I am having to fight like hell to get my 625.00 back. The left hand does not know what the right hand is doing. I cannot belive they are even in business. They told me for a month the part could not be ordered. Then they said it needes to be refurbused.When I called them to find out why they have not come to get the part they said the call was closed and servises renderedaccording to the tech.
It is April 5 and I've been without a refrigerator since March 25. My husband and I have called A&E three times trying to get service.
My husband called on April 2 and was promised a phone call the next day. It didn't happen - no phone call.
Today I was told they would send a tech out on April 12. Totally unacceptable! When I asked for a phone call to make a complaint, I was told they did not have a phone number; that I could write a letter of complaint to Dale Reader.
I had the worst experience today, October 1, 2009 with A & E Factory service. It has been a two day nightmare. Our repair policy is the Maytag Extended Service Plan and it is managed by Assurant Solutions Company of Oklahoma. They selected A & E Factory Service of El Cajon California to fix our dryer in La Quinta Ca. even though two other vendors of theirs, J & M Appliance and Prime Master Services are located much closer and also service our zip code under Assurant Solutions.
Sam at Assurant Solutions says it's not their fault, it's the technicians fault for not returning any of our 7 telephone calls to A & E over the last two days.
A & E does terrible work, the techs have very poor work ethic and there is no customer support or solutions given for work not done properly or not done at all. They just don't care whether you're happy or mad, its all in a days work. I must have gotten a dozen insincere apologies from A&E or from Ray at Assurant Solutions today. I did not want any number of apologies; I just want the work done to my satisfaction in a timely manner.
We spoke to several "routers", including Danielle who promised the return of the tech and even heard her talk to him (ID # 0100263) and that he would return by 4pm. At 4:22pm, we called wanting to know where he was and we were told he had gone home for the day and we were out of luck! I would again be put on a list for tomorrow but had no priority of time or any concern that we had an incontinent person we needed to wash and dry clothes for. THEY JUST DID NOT CARE!
WHAT REALLY BOTHERS ME IS THAT A WARRANTY COMPANY WOULD USE A COMPANY LIKE A & E FACTORY SERVICE AT ALL. All they have to do is look up all the hundreds of complaints against them listed on the internet. MAYTAG SHOULD BE ASHAMED! They should put their foot down and refuse to let them service their equipment.
I am going to contact Maytag and let them know. I also demanded a return call from corporate of Assurant Solutions to find out why they are not protecting us from such shiesterous practices.
I am going to do what it takes to publicly expose this company.
FYI: I spoke today with these persons at A & E who promised me service so beware if you get them. Kevin (said he was a supervisor), Raymond, Patricia, Adrian (male, said he was a Manager), Jennifer and three others before I started writing down names. Each time I called, the person I was speaking to would read me the other person's notes. The best part is now they suddenly have only record of 2 telephone calls.
NEVER ALLOW A & E FACTORY SERVICE IN YOUR HOME! ALWAYS REQUEST ANOTHER APPLIANCE SERVICE COMPANY THAT IS UNDERCONTRACT WITH ASSURANT SOLUTIONS AS THEY HAVE SEVERAL TO CHOOSE FROM BUT FOR SOME REASON ALWAYS SEEM TO PICK A & E FIRST. MAKES ONE WONDER IF THERE IS SOME CONECTION BETWEEN THEM!
Pamela D
La Quinta Ca.
I am dealing with my own A&E nightmare as well.
Could not agree more with this comment at how wretched a company this is to deal with. Sarcastic, apathetic, incompetent, conspiratorial -- all ways of describing the phone agents I have dealt with throughout my ordeal of repairing a Jenn-Air cooktop. Tech was called to install/replace a coil burner. Man showed up asking me to hold the unit while he tried to open it -- I've never been asked to help a technician while they service something in my house! Tech did not even know how to open the cooktop -- He consulted the installation documents that I happened to still have; He phoned someone in his office. This is a 5 year old cooktop! He should know how to open this, right? He then proceeded to shatter the glass cooktop, placed it back into the counter, told me not to use it, and he left. No joke! That was 3 weeks ago and A&E could not have been less sympathetic to the fact that their own technician had broken our appliance. It took them over 2 weeks to send us the replacement glass top, and on the day of our follow-up repair, the technician (the very same man who broke it -- And I had specifically requested that they send someone else!) failed to show up ALL DAY! I wish there was some way to sue this company, but they are a faceless, nameless company which hides behind its bureaucracy.
No show
A&E was scheduled to repair my Whirlpool refrigerator on Saturday, May 3rd between 8-4pm. I called at 3p to confirm the technician would still arrive and was assured he would. I call back at 4:15p and was assured service again. I called back at 6p, very concerned, and was assured I was his next stop and he would definitely arrive. At 8:20 I called again and was told the tech came at 8:15p and I wasn't home, which was a lie. The customer rep told me that he should have called me and left a note on my door (none of which was done). The customer rep did not apologize and only offered to reschedule me.
I have contacted Whirlpool and have selected another authorized provider.
A&E installed an oven part incorrectly. They rescheduled for a week later. They have an automated machine that calls the three days prior to their schedule appointment to confirm that the parts have arrived. You have to call them to confirm that the part has arrived. Unfortunately, they can't update their system so the automated machine continues to call twice a day telling you to call back (they don't call you with an actual person). They give you a four hour window in which they are going to come -- for me, Friday 1-5. At 3 o'clock, I call to confirm (again) that they will show up. The computer shows a scheduled arrival of around 4:30. At 5:15 I call back and they say nobody was coming. Very sorry. No call.
The only problem is I am a surgeon and I canceled an afternoon of patients. They charge you all the same...
Terrible service. Never ever use them.
A&E is a dishonest, unreliable and a harassing company.
April 18, scheduled appt for 8-12 am, company diagnosis's machine, orders parts and request
payment for 80% of estimate. (Take day off from work)
April 25, next appoint to actually fix the machine. (Schedule day off)
April 24, company calls to say one part is on backorder and wont be ready until 4/28 make appoint for 4/29. (Schedule day off)
April 28, I call company to inform one part is still missing is it being overnighted for the 4/29 appointment? They state they don't overnight parts, duh then I say how are you going to service the machine on 4/29? Reschedule appoint for 5/2 (my birthday, another day off)
May 2, appointment scheduled for 8-12 am. Company calls the night before to confirm 8-12 am appointment and that someone will be home.
2pm on 5/2 call company questioning where abouts of technician, receptionist says he is running behind but that definitely will be coming.
4pm call company again and reassured yes he is on his way
5pm company claims they were in touch with technician and that he left at 4:30 from his previous site en route to my address.
6pm husband arrives and irately calls company who say they have sent the technician an email that he will arrive shortly. Supposedly no cut off time, the tech works until the job is done.
7pm (late for birthday dinner reservation) husband again calls and company states the technician's truck has "JUST" broken down and he will not be coming.
Against my advice my husband reschedules for 5/6 since they already have $278 dollars of our money. Cannot take another day off so ask housekeeper to wait for technician.
5/6/08 Technician arrives, takes all of @30 minutes to complete job and calls me at work for the balance. Says balance is 105 dollars but according to the written estimate given to me by the original technician, the balance should be $55 dollars. I ask technician to leave the bill and he says no that I have to come home and pay him right away. I tell him that if that's the case then he can wait until 5pm when I come home and I will gladly pay him then when I have reviewed why the balance is higher than the estimate. He responded that he was not going to wait and that the company would just send me to a collection agency. Lucky for him I had patients at the time and was not able to respond as he deserved.
Poor service!
I have a problem with my Maytag Washer. I contacted A&E to diagnose the problem on September 10. 2007. The technician gave me an estimate for the repairs of $528.08; he also told me that it would be cheaper to buy a new one. I told him that the washer was only two and 1/2 years old and that these products should last longer. He did tell me that I could call Maytag and maybe they could help. I called Maytag and their representative authorized the complete repair of the washer at their expense. I scheduled the repair with A&E Factory Service for my Maytag washer for September 17, 2007. The technician arrived only to tell me that he had to order the repair parts and schedule another appointment for the following Monday - September 24, 2007. The appointments are always scheduled between 8 AM and 5 PM. I called A&E Factory service for a more definite time frame for my appointment - their representative could only tell me that we had to be there during the time frame scheduled. The technician finally arrived around 4:45 PM but, could not fix the washer because the tub was damaged and he had to order the tub; a tub was ordered and another appointment was scheduled for the following Monday, October 10, 2007. Again the appointment time frame was the same. The technician arrived around 5:20 PM to repair my washer. The tub was replaced and he left. Later that evening, my wife proceeded to wash some clothes only to discover that the floors in the kitchen, bathroom, laundry room and hallway were flooded. The washer was leaking. There was water everywhere. This was around 10 PM - I turned off the machine and shut off the water. We took pictures of the flooded areas and started to mop and vacuum up the water. I called A&E that evening to explain the problem only to be informed that there was nothing they could do but schedule another appointment for the following Monday. I ask their representative if there was an emergency service contact person whom I could call for assistance. The response I got was the same - schedule another appointment. Completely frustrated, we continued to clean up the mess and finally, around 1:30 AM the clean up was complete. The appointment was scheduled for October 8, 2007 - with the same time frame. My wife and I waited around all day on October 8, 2007. The technician finally arrived around 7:30 PM. This time he informed me that the pump had a hole in it and it had to be replaced. He had to order the part and schedule yet another appointment for the following Monday - October 10, 2007. I informed him that this was the fifth appointment made to repair the machine and questioned as to why my repair work was always scheduled for the end of the day. He explained that he had two more service calls to complete after mine. On Monday October 15, 2007, around 9 AM, I received a call from A&E to find out if I had received the part order. I informed the representative that the part arrived on October 11, 2007. My appointment was confirmed at that time. Around 10:30 my wife called to inform me that A&E's schedule was booked for today and that they could not complete our repair work until the following Monday, October 22, 2007. I called A&E Factory Service to find out why I was told around 9 AM that the technician would complete the work today. I was told that the schedules were full. I asked to speak with a supervisor. My wife and I are obviously frustrated with this company and I believe that the supervisor's response of: "Let me see what I can do and I will be calling you back in 90 minutes, " was only to get the monkey off his back - he never intended to call us back. By the way, he never did get back with us at all. I did call Maytag regarding this matter and my complaint was recorded. I think that service orders should be completed before moving on to another job. This company should not be allowed to conduct business in this matter. Customer’s needs are not being met!
The company's scheduling needs to be more flexible. Technician's work schedule should be more realistic - don't schedule more than the technician can handle in one day. More is not better in this case, in fact more leads to less quantity work and more problems for the company. The practice of scheduling one zip code per day per week is not satisfactory. I connected with the following web site and found numerous complaints with A&E Factory Service: www.complaintsboard.com/complaints/aampe-factory-service. This company should not be allowed to continue profiting in this manner without regard to customer satisfaction. A&E Factory Service should refund Maytag for the entire labor and service cost associated with this service order. The following information is provided regarding this complaint: Brand Name - Maytag; Model Number - SAV515DEWW; Serial Number - 12163959EL.
My wife and I should be compensated for our time waiting for a technician @ $25.00/hr each times 9 hours a day for three (3) days each plus the cost associated with the cleanup and repair of our home. You see if the work would have been properly diagnosed the first time this would be an issue.
My Maytag Washing Machine was working great for the past 5 years. I called Maytag customer service on Thursday and scheduled an appointment for Monday. Now here's where my bad experience starts.
The technician came onsite, took the Washing Machine apart and switched the water valve. He informed me that the problem is fix and quickly left. He did not test the problem. He always seem to be in a hurry.
I did a 'quick' test wash and same problem occurred again. I called A&E Service again and he paged the technician. The technician came back 30-45 minutes later. He switched the water valve again. I told him that is not the problem. The washer turn from cold to hot in the middle of the wash. It does not matter what settings you have. I informed him over and over again that the washer gives out HOT water starting in the middle of the wash. He didn't listen and told us to call A&E again when it is not working. He would not wait for a test wash. He is in a hurry to leave.
I tested a wash again and same problem. I called A&E and they told me that the technician got 4 other appointments to go to and would not be able to come back. I tried to schedule an appointment and they told me that the Technician have not uploaded the information. I would have to call back tomorrow to schedule an appointment. I called this morning and they told me it wouldn't be until the 22nd.
Summary
1. ALWAYS IN A HURRY
2. Technician just don't listen
3. Would not test thoroughly
There are many many complaints on the web about A&E Factory service. I wish I had known before I scheduled it and brought the warranty.
I have a GE Warranty on my Whirlpool Duet Washing Machine. A&E was assigned to repair the unit. After five weeks of ordering parts, 3 service calls, the machine was finally repaired.
Now I have to wait another week to pick up the bad parts. Inexcusable! I DO NOT recommend this company. The Better Business Bureau should be notified!
Those of you who have complaints against A&E Factory Service may want to call Sears. Sears actually owns A&E Factory Service. The NJ BBB site has contact information to lodge complaints against any Sears subsidiary, including A&E Factory Service. My demand for reimbursement was ultimately addressed by Sears which sent a check for the amount I paid A&E for the failed service less $60.00 for the repair call.
They just Blew me off! Have had this appointment for nearly a week, the man on the phone was ignoarnt and rude and threw 3 lies in a row at me. I called Maytag back and got the number to another company. Of course it's a warantee job so noone is in a hurry to get my dryer fixed but me. Its 2 months old, so i told the maytag rep my husband wants to fix it and send them the bill!
Rip off!
Refuse the $59 service fee outright! Then call pam at [protected] to tell her why. Keep your notes! Theirs automatically delete after 90 days. I am not kidding! If pam doesn't solve it, and you're in houston, call deborah at [protected]. Nationwide, call [protected] for "customer service. "
I took me 2 hours and 8 calls to get my fee waived for the 2nd time. What a joke!
We used this company (A & E Factory Service) this evening to fix our microwave magnetron. Very happy with the service and would recommend them to anyone in the Houston area. bigearz2005-1@yahoo.com
Scam charges!
I told A & E factory Service person on the phone that my exhaust fan switch for my stove is broken and my ignitor is not working also Service guy came out took less than 5 minutes and said yap. the fan switch is broken and you need a new ignitor. It will costs $270 to replace both plus the $64 service call. I ask if he have the parts with him. He said no. this is just a service call and he will have to order the parts after I signed the service contract with 50% deposite. I will have to call to reschedule once the part arrived to my house. I have already waited over a week for this stupid service call which he only take less than 5 minute and did not bring the parts with him. Now it would take another 2 weeks at least.
I ask him why so much ($270), How much are the parts cost and how long does it takes to get the 2 things replace. Service person said the part will cost around $20 for the switch and $70 for the ignitor. total parts are $90 which leave $180 for labor. He said only going to take him less than one house to do the job. 1 hr = $180. He said we don't charge per the hour of service. We charge customer per the job code and we get it done fast so we can make more money. He said I do not have time to chat with you. do you want to do the job or not? I said no! and paid him his $64 ripoff service for 5 minute of confirmed what I have already told the person on the phone when I make the service call.
I got mad and started to search for part so I can do it myself. I found the exhaust fan switch for $6 (not $20) and the ignitor for $37 (not $70) and installed both parts myself.
This company is our to rip people's hard earn money off. I am writing about this so someone else will be smart enough to say no to this company, because they want you to say yes and give them the 50% deposit. They know you need to get this appliance fix so that you can live your daily life.
The complaint has been investigated and resolved to the customer’s satisfaction.
My experience was totally opposite. I scheduled online with GE and A&E came out within a week. Our machine would'nt spin. He repaired the machine and gave me a few pointers about our model and how to take care of future spin related problems if necessary.
Scam and fraud!
On Saturday, March 8, 2008 I made a call to A & E Services to repair my Maytag Dryer. I was told I would be charged a $59.00 fee just for sending out a repair man and that they could only come next Saturday, March 15 between the hours of 8 & 12. I accepted this regretfully as I was at a loss on how to fix my dryer and when I called the 1-800 number on my machine this is where I had been transferred so I assumed this company was a referral of Maytag.
Saturday, the repair man showed up around 11am. He took one look at my dryer, found out it needed a thermal fuse and it would cost me a total of $187.74 for parts, labor, and the initial service call. Out of desperation, I told him just go ahead an d fix it and I wrote him the check on the spot. He turned on the dryer. It seemed to work, and he went on his way. I put a load in and before the cycle was even 1/4 the way through it was not working again. Not even 30 minutes had past so I called the service center again, explained the situation and was assured the technician would be out after he finished this next call he had already started on. After no one had showed up by almost 2 pm I called the service center again. I was told the service tech would be paged and he would give us a call back. By 4:12 pm we still had not received a call back not did anyone show so I called the call center again. This time I was told the service tech was going to be paged again and be notified of the situation but he would not be able to come until he had finished his other tickets. Knowing there were other people out there who also needed this service and should not be inconvenienced like I had been I happily agreed to sit the rest of the afternoon waiting for the tech to finish his other service tickets and then come back to finish what he had attempted to proved me with the first time around. At 6:10pm still no tech and I called and was told that he was off for the rest of the day and I would have to wait until Tuesday, March 18th for him to come back. I told the "customer service" agent that this was unacceptable, that I had been waiting all day for this tech to show up and fix whatever it was he had done and I was assured each time I had contacted them that he would be out that day. The result was an entire Saturday waisted waiting for someone who was not coming and no one even had the courtesy to call me back and tell me he was not coming. After I asked her(Linda the "customer service"agent) to contact the service tech and ask him to come out she refused. I asked to speak with her supervisor and after she refused to let me speak with her supervisor at least 6 times I was finally transferred to a "manager", Tanesha. I explained the situation to Tanesha and asked her to contact her tech and ask him to come out and finish the job, after all we had already rendered payment for services we did not receive and it was only courteous to do so. She refused to contact anyone after hours and explained that she just could do it and we would have to wait until Tuesday until he would come back. After I explained again to her the severity of the situation, (I was schedule to go on a business trip and needed my clothes to be washed and dried before Monday and why would I spend money needlessly at the laundromat when I had already paid her company to perform this service to my dryer so I could take care of my clothes at home with my own appliance) she again refused to help me. I was not in any way rude, condescending, obnoxious, or threatening in anyway to this woman or the agent I spoke to before. I never raised my voice and was actually cordial to both of them while pleading my case and just requesting the service I had been promised and already paid for. She told me the part was faulty not the service and since I had already paid that it was my fault that the dryer did not work again because it was working fine when the tech left. I thanked her for her time, explained to her that I would be stopping payment on the check and I would be happy to submit payment after the job was complete and she threatened me with their collection agency. I asked her for corporate office information and at first she refused to give it to me but finally did. Tanesha gave me the name Dale Reader and the address is 1300 Louis Henna Round Rock, TX 78664. I thanked her for time and told her I would be contacting the CEO of the company on Monday morning during my business trip and let him know how bad the "customer service" is in Houston and that I would be naming her and Linda exclusively, and the technician, Sonny Sa, who would not return the pages to the company following my phone calls of inquiry. She said there was no reason to do that and I should contact someone locally to resolve the situation. I had to actually remind her that I had called the Houston "customer service" line to try and "resolve" the issue to begin with several times throughout the day and I ended up speaking to her after all was said and done. I again, thanked her for her time, explained to her I am not upset with her or the previous agent, Linda, and that I just wanted my dryer fixed and then I ended the conversation. After looking on my phone, I was able to obtain the cell phone number of the technician that was sent out because he called me before he came to make sure I was home. I called him 2 times and left a message for him to please call me back. I still have not heard from him or anyone else at the company and my dryer is still not fixed.
The complaint has been investigated and resolved to the customer’s satisfaction.
My name is Melanie and I am a representative of KitchenAid. We apologize about the frustration you have experienced with your vent system. If you need further assistance, please provide your name, the site you were contacted on, your user ID name, your phone number, your address, the full model and serial number, and email the requested information to Whirlpool.Digital@whirlpool.com. We would be happy to review your concerns further. Sincerely, Melanie.
For A&E Houston. No comment on the above complaint.
We have used A&E for warranty repair on WHIRLPOOL KIRD862VSS1 30" AND 36" RETRACTABLE DOWN DRAFT VENT SYSTEM
The only problem was that the tech showed up initially at the wrong address (A&E's mistake) so we had to reschedule. After that, they repaired an electrical defect promptly and correctly.
We now have the same defect in a second unit. I have schedule A&E for a second repair. We will see how it goes but I don't expect any problems.
Workmanship and customer service!
We purchased a Maytag washer from Sears on January 1st 2008. We used it for maybe 3 loads and the knob broke. We called Sears to find out what to do. We were told that we could either bring back the washer or have a repair that would be under the Maytag warranty. What a mistake, we should have returned the washer and would have saved ourselves a lot of aggravation. A&E came on a requested Saturday appointment which their time frame to show up on Saturday is 8-5. The repairman didn't have the part and ordered it and we made the follow up appointment for the next Saturday. The repairman showed up and stated that "I have never changed on of these before" should have been a red flag to me. He installed the new part that had been delivered to my home and left. The knob broke again he had to come back, no part in hand, and reordered etc etc. They have been here 5 times. The last part that had came had a neighboring city on it for our address so when they reordered the part we made sure that this was corrected. The part never showed and I called customer service. I spoke with a supervisor named Joyce and she acted like she was doing me a favor by re ordering the part and I had some nerve to ask that it be overnighted so that my Saturday appointment could be kept. She actually had the nerve to ask me if I had check the address in the other city to see if it was there after all it is MY washer. I called Maytag and filed a complaint and they stated that they had other repair people that do their warranty work in my area which is not what Sears nor A&E stated to me. Both said that A&E was the only company doing warranty work on behalf of Maytag. I, like the other people on this site, will never have A&E in my home again unless I really feel the need to be treated like dirt by a so called "customer service" representative. Please beware they do not know what they are doing nor how to handle customers.
Why is it that people seem to do research on a company after they get screwed. I wish I'd have taken the time to do my homework.
I have a Maytag Microwave that had a broken handle we looked at for two months. It seemed like an easy fix with the right parts and I finally got around to the task. Maytag advised that they don't sell parts and could only refer a contractor for a service trip. The customer service agent (CSA) said that the contractor could sell me the part and that they didn't know what the contractor charged for a service trip. An appoitmment was scheduled and I was told three times that the contractor would contact me before they came to the house to discuss parts and pricing.
The contactor, A&E Factory Servcice, hadn't called or showed up so I went out for the afternoon while my mom stayed with my kids at home. Apparently, a service tech called the house and said they were coming out. The tech came inside and put one screw in the microwave before asking my mom for $140. She didn't know what to do, so she paid with her credit card.
I contacted A&E who stated that Maytag should have told me of the service charge (by contract) when I scheduled the appointment. Of course, they never did. Maytag told me that they aren't aware of what their contractors charge and that it is their policy not to inform the customer, because they have so many contractors with varying rates. They also said that their contract with A&E specifically states that they are to advise the customer of the service fee when they call to tell the customer their on the way and again before they come into the house. This never happened, either.
Why didn't A&E contact me? Why didn't they ever dicuss the service fee? Why is the service fee so outrageous?
I have spent no less that four hours on the phone with CSA'S and Managers with both companies, however, they blame each other and neither party wishes to address the other. They both played, "Who's on first" with me too. I explained to Maytag that A&E is dependent upon service referals given to them and that they have leverage on the company to do the right thing. A manager with Maytag agreed and finally said she would take on the problem and would be contacting A&E to get me a reimbursement.
I definitly don't trust A&E and I'm not holding my breath with Maytag, either. If Maytag doesn't come through on this, I will never buy another GE/Maytag/Whirlpool product again!
My wife called for an appointment on Wednesday morning of this week and was told that the earliest available spot was on Friday "between 8 and 5", which seemed like a ridiculously large window of time to wait. I took the day off of work to meet the repairman at the house, and called at 8:05 in the morning to see where I was at in the queue for the day. I was told that I was number 7 of 9 appointments for the day for the repair man. I raised a concern to the nice lady on the phone that 9 appointments seemed like a lot, and in fact, 7 appointments for a tech seemed like a lot, but she reassured me that they would get to me today, although not until later in the day. The math still didn't add up, which should have been a red flag, but I continued anyways. I asked her when she thought I should expect the repairman, and she said probably between 3:00 and 5:00, but continued to assure me that this would not be an issue.
Shortly after 3:00 in the afternoon, I got a call from A&E, which I'd assumed was the tech calling to tell me that he was on his way. Instead, it was someone from central reservations telling me that they needed to reschedule my appointment, and that they would be here "Tomorrow between 8:00 and 5:00".
I went onto the web, and found another appliance shop that was able to come right out to the house this afternoon, despite the fact that I was calling them after 3:00. So I called to cancel the appointment.
I agreed that A&E is a scam company. They've rescheduled a repair appointment twice already. The service contract is a waste of money. My washer is a Maytag front loader. It had stopped operating. No error codes, just a stuck noise when it is turned on. It's the same stories when you search online. For my story, the "repairman" called and said that he locked himself out of his van. This is at 5:30 and after I had called to check on why there has not been anyone coming to fix my washer. They've made me wasted 2 days of work.
Horrible customer service!
I too had a horrible experience with A & E Factory. I filed a complaint with the Better Business Bureau and have also asked my credit card (used to pay them) to file a dispute on the payment on my behalf. Anyway, I thought it would be worth sharing my experience in the hopes of preventing others from going through the same thing. In Feb. 2008 we had a...
Read full review of A&E Factory Service and 1 commentTerrible attitude!
After waiting over a week and at least 4 calls to find proof of my extended warranty coverage thru Whirlpool Extended Service Plans. (Only after I called sales told me the fax failed to connect from warranty sales to service dept.) This company was dispatched to repair my two year old Whirlpool Dishwasher. First visit on 2/4/08 had to order part. (A complete motor assembly which certainly should not fail in a 2 yr old Whirlpool) Received part 2/8 and called for another appointment was given 2/12/08 8AM-5PM. Waited all day called 800 # at 4:50PM and was told tech got no answer at 3:28PM. -Was told would call first- never got a call_ A BOLDFACED LIE! I was home, have dogs that would bark at any noise at door and it was snowing lightly and no foot prints at walk or door! Despite speaking to a supervisor made to wait till 2/18/08 for next appointment. They had a could not care less attitude. STAY AWAY!
An A & E tech came 1 wk ago to repair my refrigerator under an extended svc plan. He spent no more than 10 min talking to me about the problem; never did anything more than open the refrigerator door; and told me it was 1 of 2 parts, both of which he would have to order.
He said the parts should arrive by the end of the wk (which they did), but for safe measure he suggested scheduling a return visit for 1 wk. We agreed upon a time slot of 1-5pm for this afternoon.
Because I heard nothing from A & E, I called their 800# at 2:30pm to be told that there was no appt set for today. According to the person w/ whom I spoke, an appt was arbitrarily set for A WEEK from today btwn 8am-noon w/out ever asking me. And, even though I have both ordered parts in my possession, no one from A & E was available to come out to repair my refrigerator any sooner.
When I said I wanted to register a complaint, the person w/ whom I was speaking asked if she could put me on hold and then disconnected me!
Bottom Line: I won't have use of my refrigerator for 2 WEEKS and A & E could care less.
Unfortunately, I did not see all the online complaints about A & E until today. I will never use A & E again. Hopefully, others will read this and other complaints before they agree to use A & E for appliance repairs.
Dear 26924,
I'm so sorry for the delay in responding to your post; however I did want to reach out to you. I was concerned with what I read in your post and I'm sorry your A&E repair experience was not a pleasant one. My name is Scott, and I'm a case manager with the A&E Solutions team. At your convenience, please contact our office via email at AEservice@aefactoryservice.com so that we can further discuss your concerns. In the email, please provide a contact phone number and the phone number the appliance was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (26924) for reference to your issue.
Thank you,
Scott J.
A&E Cares
they told me that the time frame was 1-5pm...i waited to 530pm called them and they said " Due to the weather the canceled my appt. at 452pm ...they never called me to tell me this and set another appt. for tues. from 8-12 wtf...i am NOT GONNA WAIT AGAIN !
The customer is Cr*p!
A & E Factory Service, is negligent in their warranty service. It took them over 3 months and several visits before the manufacturer had to replace the new washer/dryer combo.
A & E Factory Service, could not repair the unit and the water damage resulted in thousands of dollars of damage to my personal property. They told me it was my fault and to put the claim through my homeowners insurance.
A & E Factory Servcie should be legally restrained from operating as an appliance repair company.
Government Consumer Advocate Agency's have their number!
Jeff Puma
New York
A&E Factory Service Reviews 0
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A&E Factory Service Contacts
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A&E Factory Service phone numbers+1 (800) 905-9505+1 (800) 905-9505Click up if you have successfully reached A&E Factory Service by calling +1 (800) 905-9505 phone number 1 1 users reported that they have successfully reached A&E Factory Service by calling +1 (800) 905-9505 phone number Click down if you have unsuccessfully reached A&E Factory Service by calling +1 (800) 905-9505 phone number 1 1 users reported that they have UNsuccessfully reached A&E Factory Service by calling +1 (800) 905-9505 phone number
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A&E Factory Service emailsAEservice@aefactoryservice.com100%Confidence score: 100%Support
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A&E Factory Service address1560 Cable Ranch Rd, Bldg A, San Antonio, Texas, 78245, United States
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