A&E Factory Service
Reviews and Complaints

By far the worst display of cutomer service I have seen in the repair industry. The guy was here twice and didn't fix the issue. By the third appointment, I was message at 7:30 saying the tech was on the way, so I waited.

I called their automated system at 8:10 and it said the tech would be here between 8:03 and 9:33. So I waited. At 9:38 I called and spoke to a person, who assured me the tech was on the way. At 10:30, still no tech, so I called back. The customer service representative, Abe, informed me that the tech had come and gone around 8:03 and now I would have to wait until he could come back, anytime between 10:30 and 5pm.

I would recommend any other company. They are the only ones in the area who can do GE warranty repair, so I'm stuck with them, but if you have a choice, choose someone else

My GE double oven has a temperature control problem, and A&E Factory Service reschedules appointments made with no notice or follow up. On 22 December I made an appointment with Sears Warranty Services to repair my oven, the appointment was made for 4 January, between 8 am & 5 pm and would be completed by A&E Factory service. There was zero communication prior to the 4th of January to confirm a technician was assigned until 15 minutes prior to arrival, which was after 4 pm. Upon arrival, the appointment went well, the oven was diagnosed, parts ordered, and then we scheduled installation for the next week, 12 Jan. The parts arrived at my home and on 12 January, still no communication/confirmation of the repair appointment. After wating for a call or text, I logged in to my Sears Warranty account, and it showed my appointment was rescheduled for 30 January! I called the A&E automated number (impossible to speak to a person) and the system let me reschedule back to the 12th. An hour later, I missed a ROBO call from the [protected] A&E number which I called back and began another automated routine only to learn my appointment was rescheduled again for 27 January. The system let me pick an earlier day and offered the 17th. I took a day off today to sit here for a 9-hour block of time only to have to take another day off next week for a 9-hour window. And during all of these rescheduled appointments, no email, call or text informing me of the changes (with the exception of the missed call, no message left). This business model is broken.

I cannot reach them for repair the phone# sends me to a web page and they tell me i'm not with they're company! I have the receipt in my hand for service plan #[protected] for ge dishwasher model gdt630pym6fs

Serial #gs836183b

Coverage period o5/07/2022 until 05/07/2025

Your service person was supposed to be here on 1/05/23 between 8 am and 5 pm and they just sent me a reschedule today for the day of the repair for 1/27/23. I took the day off of work and lost money to be here for the repair and now they tell me it's rescheduled. I have lost $250.00 as a result of your incompetence and I would like a call since you have no valid phone numbers I can call to speak to someone. [protected]

I scheduled an appointment for my KitchenAid refrigerator to be checked and serviced Dec. 7, 2022. The repair man had to order a part. Service date scheduled for Dec. 12, 2022 to replace the part. The wrong part was ordered, so it was returned and a new appointment was scheduled for Dec. 16, 2022 to replace the correct part. I received an email from A&E that the part had been ordered and received and to confirm my Dec. 16th appointment. The A&E phone system confirmed that I received the part, but would not confirm the appointment. I called at 9am, Dec. 16, 2022 to confirm the appointment. It was not confirmed and I had to reschedule for the Dec. 17, 2022. Every scheduled appointment requires someone to be home between 8 and 5. That’s now 4 days I have to be here. I wanted to talk with a manager, but the A&E representative refused to provide one. The quality of service and customer care is very poor.

I purchased a new Frigidaire freezer along with extended service plan from Home Depot in Albany NY on June 11th, 2022. It was delivered/set-up on June 21st, 2022. It worked for about 3-4 weeks and then would not freeze. Started claim for repairs. Home Depot says I have to go through the manufacturer. because the extended service plan only kicks in after the manufacturers warranty runs out. Frigidaire, the manufacturer, schedules a first service visit. Was then contacted by A+E Factory Service which then began a nightmare of now 5 separate service calls that has played out over the last 5 months, with at least one service call cancelled by them in between, that has not resulted in a working appliance. It has been almost 5 months of hell dealing with Home Depot, Frigidaire, and A+E Factory Service and still no working appliance, which was purchased NEW along with service plan for $1094.04. On the 4th on-site repair visit, 2 A+E techs showed up, they were there for a while and called a 3rd tech to meet them onsite. They then advised they thought it was a system leak and ordered 8 boxes of parts that were delivered to my house over the following weeks. My 5th service visit was yesterday, 12/7/2022. The tech spent 27 minutes on property (documented by security camera) and only replaced 1 part out of the 8 that were sent to my house on the recommendation of the previous 3 techs. The latest tech called me and told me he thought it was getting cold and to check it later that night. Got home from work, checked it and it didn't feel cold at all. Put a small platic cup of water in it to check in morning. Checked this morning and no ice/no cold in the freezer. Called Home Depot today to get further action on this situation, and they told me to call Frigidaire. Called Frigidaire, spent 59 minutes on the phone with a customer service rep I had hard time understanding due to thick accent and crying sick child on her lap (assumed she was working from home) which resulted in her telling me that she couldn't reschedule further service for me because the A+E tech that had been to our house on 12/7 falsified the service claim and said it was closed/repaired, and that I would have to contact them to schedule. I asked her for contact info for A+E factory service and she provided me a number of [protected]. I called that number and retold the entire saga to the next person. She told me that she couldn't schedule the service that I would have to contact the manufacturer. I told her I had just spent an hour on phone with manufacturer who told me to call them. She told me that if I scheduled the service directly with them that I would be 100% responsible for all costs. I told her that was unacceptable. She gave me a number of [protected] to call then told me I would be redirected for a short survey. The line then disconnected and I never got to provide a survey. I called the number she gave me and it was for a medical alert center. I then called the original Home Depot where we purchased the freezer and explained what was happening and they told me to call the manufacturer. WTF is going on here, it is an endless cycle of redirection and wasted service visits with no end in sight. I am filing complaints with the respective Attorney Generals Offices that cover the home office locations where these companies are located as well as in NYS where I am, but someone really needs to look into the unscrupulous business practices going on at A+E Factory Service. If you google them online, there is literally not a single person with anything positive to say about them. Someone please help!

I have never in my life experienced such low level service with anything I've ever purchased. My original request for a repair was August 1st, it's November 28th and my refrigerator is still not fixed. I've had 2 technicians come out within that time. Technicians don't know anything, order unnecessary parts, tell you that your next appointment is scheduled when it's not. They order parts before anyone came to diagnose the problem & when a "technician" came the part that I had wasn't correct so I waited an additional 2-3 wks to get the next part, which wasn't correct according to the next technician that came. I have boxes and boxes of parts in my kitchen that are sitting. Darryl C was the last technician to come out on 11/21/22, stated I needed a new computer for my refrigerator and said my next appointment is 11/29/22. I called A&E to confirm appointment after receiving the automated call and was told there are no appointments available that day and scheduled me for December 6th. The representative also could not tell me what part I was waiting on. I'm actually impressed by how little a company can care

This is related to a GE refrigerator Model GFE28GYNFS still in manufacturer warranty (7 months old) Had to wait after multiple phone calls to Lowe's, the seller, to GE customer service from Oct. 21st to appt. on Nov. 3rd. Finally a live person repairman sent and has to order a part (the freezer fan with felt) with return appt. for Nov. 14th. No communication and no part arrived until11/17 with next appt. for 11/23. Now totally no show for appt. even though phone recorder says today and changed time from AM to PM.

This is the poorest service and communication I have ever seen in my over 70 years of life.

Why do people accept this as a standard of customer service and sales?

Totally unacceptable situation.

The only number that is available for the service is automated. I am unable to speak with a person. My fridge broke on 11/17 and i got a text stating they would be available to look at it on the 25th. Really? I need to wait eight days without a working fridge at Thanksgiving? If I was paying a company to come look at it they would be here tomorrow. This is BS!

Our stove top had one broken burner (out of 4) and a broken knob; we placed a request with this company to get those two items repaired. The serviceman came out and now my entire cooktop does not function. He said he would get back to us with parts immediately but it has been over a week with no follow up. We have called numerous times and get a robotic hierarchy of options with no solutions. We still have no working cooktop. And we still have not heard how this company will resolve this. I would not recommend this company to anyone to use. Better served elsewhere.

order # [protected] 10/28/22 - technician id# 0689786 robert T. he was assigned to our house 19466 big horn st apple valley ca 92308, changed a part that didnt fix the problem 10/27/22, he was assigned again 10/28/22 and before coming he call us and said he was not coming because this was a recurring problem and he was going to cancel this call. I got upset about it, and he said I was agresive and cancelled the order falsifying my signature as if he came and all was done. he was unwilling to work from the beginning and blamed everything other than the refrigidator to the problem (a noise while dispensing water) clearly a problem of noise inside the refrigidator he blamed the water presure to a pluming problem when a 5 year old could hear the knocking inside the refrigidator. he upset me and my wife for 2 days. this should never be. A&E was contracted from my insurance choice warranty.

On August 4, 2022 I created a service request via American Home Shield to send someone to come and look at our fridge. It stopped making ice altogether or giving water consistently. They issued a work order for A&E Service and they were scheduled to come on August 11, so a week later between 8:00 am and 5:00 pm. We were all home and waited. At 5:00 pm I still have not heard and nobody showed up, so I called the number, but nobody answered. I tried multiple times. The next morning, I got a message from AFS that my service was completed! When I called to find out how it could be completed as nobody came out, they said the technician said he called multiple times, but nobody answered the phone. A BLATANT lie! MAybe he dialed the wrong number?

AHS then contacted another company to come out a week later. They also did not come out and was unreachable. I contacted AHS again, so they created a third work order, again with A&E Factory Service. This time t was scheduled for September 21st, more than a month and a half later. In the mean time, my father bought a part and fixed the water issue, but the ice maker still did not work. The technician did show up and looked at everything . We told him we worked on the fridge and what we did and he said that is fine, he will order the parts to fix the icemaker and have it sent to our house and contact us after. Around October 20th, we realized we still have not received anything or heard from either AHS or A&E Factory Service, so I went onto my AHS dashboard and there it said they were not going to cover the repair as we broke it and it was not normal wear and tear! However, I can just click ACCEPT to accept the quote for the repairs from A&E Factory Service. The quote was TDB. Who in their right mind accepts a quote without a number? So, I contacted AHS to find out what the cost would be. They could not tell me, even after they contacted A&E. So, I called A&E Factory Service and had a long conversation wit them. They told me to just accept the quote as they cannot give me an estimate. Only the technician can. I ask them to then ask the technician and was told they could not do that, but will have to send another technician out to come and look at it and give me a quote. I told the person (Sebastian?) that the technician who came out knew exactly which parts were needed and how long it would take and can thus give me the quote. He suggested I contact AHS and create ANOTHER work order so that they can send someone out. I told him that I find it odd that they cannot give me a quote when they HAD a technician come out and he had all the info already. They hung up on me!

A&E came to fix the non cooling frig. Stated they needed parts. The parts were ordered and waited a month for the repair. Came on Oct 20th and basically replaced 5 PARTS. This morning the freezer temp. was 60 degrees. It was warmer in the freezer than in my house. They rescheduled for "someone" to come back to "check it out", oh wait, on OCT. 31st 2022! Tried to call directly and the numbers posted do not work or is automated and you CANNOT speak to a LIVE PERSON. Oh BTW it is the company American Home Shield uses.

We made the first call on 08/17/2022 to make repairs to our washing machine. There have been 3 different A&E technicians come to make repairs. All 3 made no repairs, only ordered parts. On the 4th visit one of the original techs replaced all the parts plus two that were ordered. When he left, he said, "I'm getting out of here before it breaks again". The machine is still not working correctly. A major flaw with A&E's service is the same tech that orders parts is not the one that returns to make repairs, the next tech has to be told AGAIN what is wrong with the machine and what the previous tech did if anything. We have been without a washing machine for over 2 months, with 4 tech visits, replace our machine with a new one. The service order is: [protected].

We have been trying to get our Maytag washing machine repaired since August 2022. Service Order No: [protected]. There have been multiple service technicians here to make repairs with no success. Each time parts had to be ordered. We are still waiting on the last parts to arrive. We did not receive an email from the last order, so have no idea if they have in fact been ordered. We are spending LOTS of money using a public laundromat.

Have paid for service warranty x >10 yrs

Chronology of disasters with A&E Factory Service in Wall, NJ -the alleged subcontractor who does repairs for the warranty company.

1) Called warranty company 8/25 in Fla. ; was given appt for repair the following day 8/26 between 1-5PM. Have service job number to verify.

2) 8/26/2022: Got 3 calls from the tech (Dave) who reported his "truck broke down " & he was waiting for someone in the Wall , NJ office to resolve this. His 3rd call was that no one was in the office , this was at 4pm and he wouldn't be able to get here.

2) In the interim, got call from Cynthia in Illinois who said appt was rescheduled for 8/29 between 10A-2P

3) Steve from A&E showed up just before 2pm; claims he diagnosed problem with appliance and ordered the requisite parts. that would be delivered to my home within 2-3 days; that in fact occurred. Appt to do the repair made for 9/12 between 10A-2P.

4) Got call from company wanting to know if parts delivered; we were never told this had to be done. Spent 4+ hours on phone trying to contact the companies(warranty and A&E) to get some answers. A&E has no human beings to assist paying customers.

5) Supposedly appt rescheduled for tomorrow morning (8/13) between 8A -12PM.

has failed to engage in proper service since 8/26 when scheduled visit was aborted by driver, Dave due to truck braking down

Our Maytag dryer started making a loud noise in early July 2022. On July 12, 2022, I called and made a service appointment because we had purchased an extended warranty and the nearest time they had available was for August 3rd. I took the appointment, my husband used a day off from work, and the morning of the appointment we get a call that they have no local technicians. Why did you schedule an appointment? Why could you not call and let us know the day before?

So, another appointment was made for August 31st. This morning the day of supposed service, I get a call and they said the technician called out sick. They could not give me a date for another appointment from the center that called me. They gave me the 800 number I started with in July. I was told the next available appoint is September 26th! This is so unacceptable! Nearly 2 months into not having a dryer that was supposed to be covered by a warranty with A&E.

This needs to be corrected now.

The part was ordered by an a&e Service technician, Skyler. When the second a&e technician arrived to make repairs, he found the parts sent were used. One rod was bent. This is the second time this service was scheduled. We are without a washing machine, making it VERY difficult on our household. Technician, Samuel C., determined that the suspension rods currently on our machine may not be the problem, but it may be a computer glitch. He did determine that our drive belt needed to be replaced.