A&E Factory Service
Reviews and Complaints

Your company SUCKS! We had a tech come out and had to order parts. Had to wait another two weeks for a follow-up appointment. That was scheduled for today, August 29th. The part came on August 26th, and in spite of my repeated calls to tell them that the parts had arrived, they cancelled our appointment. Because we were "waiting for parts". I would contact another repair company, but the repair was paid for up front and in full, and I know that I would never get any money back. Never doing business with A&E again!

After assessing my refrigerator and freezer (not cooling) on Aug 2nd it was determined it needed a new compressor, which was ordered and arrived several days later. Unfortunately, the soonest A&E could schedule the installation of the compressor was more than 3 weeks out! August 25th. Now after waiting 3 weeks your service rep failed to show up on Aug 25th! No heads up! No explanation! After many phone calls to find out what went wrong, I was told there was no Service technician for my job that day! Unbelievable! Now I am being told the next available date is September 15th! That means yet another 3 weeks without a working refrigerator! This is totally unacceptable! I have already been without a refrigerator for nearly a month! If I have to wait until Sept15th it will be 6 weeks! Do you think this is acceptable?!

Washer bought June 24, 2022 from Lowe's. Washer started leaking water from all sides of machine. We call to set up an appointment, we were given July 19 from 8 to 5.

Repair man called at 2:30 to ask for model number and serial number, he then asked me what was wrong with washer. He said he needed to order a part and it will take 3 to 4 weeks. I asked him how can he order a part if he has not seen the washer.

He was rude, and unapologetic.

So, we are now with a broken washer and unreliable company.

My washer was not draining properly.

The issue was reported to your company via American Home Shield on 6/9/2022. Several service calls were made and more than 50% of the appointments were rescheduled at the last minute. The washer has been mostly offline since 6/9/2022.

Finally the main gearcase part came. After your company did not honor the scheduled appointments three times.

This is totally unacceptable. Attached please find the latest no-show appointment.

My worst experience with a repair service. Very unprofessional and lazy technician. So lazy, he parked his company van on my new concrete driveway to avoid walking an extra 15 feet. The van left a puddle of oil (10 inches in diameter) and oil drops down to the street. He replaced a refrigerator seal and the final product looks worse than before. The refrigerator still makes the same grinding sound which was the reason for the service. I called the company and felt as if I were speaking to some overseas scammers. They transfer me to a self proclaimed "supervisor" who reads from a script. When I asked for a resolution to the oil on my driveway because my HOA will fine me, her response was there nothing they can do. I requested to speak to her manager and was placed on hold for over 17 minutes. She came back reading her script again, "Sir sorry for the wait. Your complaint has been escalated and forwarded up to the team". Again I request a manager and she said she was the last person I would speak with. I requested the technician's field supervisor to respond to my residence so he can observe the damage to my driveway. She replied there was none that she knows of. Horrible customer service.

On June 11, 2022 A&E came out to evaluate the washer leaking water underneath. They ordered 4 parts and scheduled June 13, 2022 as a date for installation of the parts. The parts arrived and on June 13, 2022 they cancelled at the last minute and rescheduled for June 23, 2022. On June 23, 2022 they cancelled at the last minute and rescheduled for July 11, 2022. On July 11, 2022 they cancelled again at the last minute. They rescheduled for July 26, 2022. On July 26, 2022 they cancelled again and now they have scheduled for a date in August 2022. There does not seem to be any recourse for us. We have tried to get a live person on the phone to get a resolution. The only live person we talked to hung up when we asked to speak to a supervisor. We are going to contact The Better Business Bureau for help. This service is through Sears Home Services. We have had this maintenance agreement with Sears for years. I guess they don't care about customer support.

Jan 10, 2022, my LG refrigerator quit as the Class Action suite affirms. I contacted LG and they said that the compressor would be warrantied, but labor would not be covered. A&E Service, a subsidiary of Sears was the only company that could perform the repair with LG supplied parts.

I arranged for the repair and was told (by A&E rep in the US) that the fee would be $165 for the service call. Technician arrived and quoted $631. Naturally I complained to the call center supervisor. He told me that no one had the 'right' to quote a price over the phone. Who caused this problem? Nothing that he could or would do. $631 or adios'.

Yes I had it fixed in (40 minutes) and it is still working, but that doesn't justify the scam!

BBB said T.S. since A&E's home office is not in my state. Fast forward to June 27. Sears Holding Company wrote to me and said that Consumer Affairs had sent my complaint to them, but... "Please be advised that we are significantly understaffed at the moment; therefore, we are behind in our processing of complaints." Five + months, Sears is waiting for the witnesses to die!

This company is a SCAM! Please save your hard earned money and pick another company. They will cancel your appointments and they will keep putting band aids on all your appliances instead of really fixing the issue. I would have gave this a negative 5 if there was an option for it. My refrigerator is still not working!

I DO NOT recommend American Home Shield or A&E Factory Service (SEARS) because of (1) their continued failure to resolve issues, (2) their Customer Representatives are only message takers and excuse providers, and (3) the Service Technicians provide incorrect and insufficient repairs.

I recently purchased a condo in Honolulu, and it came with a Home Warranty backed by American Home Shield. I discovered that the Refrigerator kept running and froze the fruits and vegetables in the main compartment no matter the temperature setting.

I contacted American Home Shield on April 19, 2022, and the next day an A&E Factory Service (Sears) Technician came out to inspect/repair the refrigerator. He determined that the problems were a bad circuit board and a deteriorated door gasket. He ordered the items. Upon receipt of the two items at my place, a second appointment was set. On the Friday of this 2nd appt, at 5:00pm, I received a text that the Technician was running late and would not make the appointment. On this Friday after 5:00pm I made several phone calls to AHS and A&E and was unable to reach any human just computer-generated options but no ability to leave a message.

At 5:15pm a Service Technician did arrive to install the parts and determined the gasket was the wrong size and the circuit board lacked a needed sensor to function. The technician said she would see if the needed sensor was available locally and let me know on Monday. The sensor was available locally and she indicated the soonest available appointment was in 10 days.

During the 20 days waiting for the receipt/installation of the sensor, the food (vegetables, produces, and other food items) kept freezing and needing to be replaced every few days at a cost of approximately $50.00 each time. I asked AHS Customer Service about refunding of these replacements and the Service Fee paid. The Customer Service Representative, Charlene, on May 3rd said she was forwarding this Request for Refund to the Compensation Team for consideration, and I would be contacted within 24 hours with an answer. After 30 days I have still not heard from the "Compensation Team". Repeated attempts to contact them have been unsuccessful.

After 30 days I have made over 60 documented calls to both American Home Shield and A&E Factory Service (Sears). AHS has 6 available phone numbers that reach only Customer Service Representatives. Their answer is always the 'supervisor' or other department will contact you within 24 hours. I AM STILL WAITING. A&E has only 2 numbers that provide ONLY computer-generated responses and NO access to a human representative or ability to leave a message. Even the Honolulu A&E Factory Service Office does not have a different phone number and the Service Technician are not allowed to give out the local phone number or email address.

The most recent visit by a Service Technician, May 17th, determined that the A&E provided circuit board was not functioning, should have been checked at installation, and was a "refurbished" part. The Technician stated he would order the needed circuit board and would let me know when replacement would occur the next day. It’s been a day and a half and no response from A&E or AHS.

I had to call in a service order on my dishwasher for not working. The bottoms sometimes would cut off or just blink random and constant, and it did not run a full cycle. They sent out a guy to work on it who came once and did a few things, ran it, and said that if I had anymore issue to cut off the breaker for 2 minutes, let it reset, and cut it back on. Side note he expected me to run down to my basement every time this happen and go through this circus to wash a load of dishers, which was every time I used it. I did this for about 4 days to which finally even that stopped helping and it finally just wouldn't respond. I had to have him come back out, he was here for 5 minutes and told me I needed to order new parts, ok thats fine, aggravating but fine. I got an email saying two parts were ordered, one came and one hasn't. I received an email saying the parts were shipped but only one showed up so I called customer servive. On the first call the lady said that the second part was back-ordered and would be mailed out in three days lady, it's now a week later, and still haven't received a tracking number so I called again and the rude lady I spoke with told me its back ordered and they don't know for how long and furthermore she can't help me. They don't know how long I will have to wait, they it may be months. I checked online for the part myself and on the whirlpool website shows its avaible now and can be shipped today for certain. They won't even refund the money for the part so that I could go buy it myself. So I am screwed either way it seems. I've now paid them twice and for parts and still am in the same place I was when I started and customer service is of no help other than telling me they can't help me and goodbye.

I have had numerus repairmen out to service my refrigerator. They have replaced all the parts and still can not find the problem.

They have said that it was unrepairable twice, but have not put it in the report that has gone to the warranty company. This means that I can not start the process of designating the refrigerator a lemon. I have been without a full refrigerator/freezer since March 18. Their reports have not been accurate with what they have told me.

Called a&e factory service because they were the company that deals with LG. I was given a day and time that a technician would be at my home to repair my refrigerator. Waited all day and They never showed up. They rescheduled me and a technician did show up but didn’t have the correct parts to repair my appliance. Had to schedule another appointment. Another no call no show again. Not sure how they are still in business.

Run from this company...don't walk! We have a LG fridge, paid $2300 for. It went out after 7 years and was still under the compressor warranty by LG. A&E came out and charged $600 UNDER WARRANTY to fix it. 87 days after the repair it failed again. They came out for a "recall warranty" and said the compressor is fine, must be the evaporator and is not covered by any warranty. That's probably what was wrong with it the 1st time. At this point I told them thanks for coming out and had them leave. I added $2.50 worth of 134a freon and it seems to be cooling again. I wouldn't be so upset had they found the leak issue 1st, but they didn't properly trouble shoot the issue. Had I gone down their parts replacement rabbit hole plus the $600 1st time repair I would have spent the cost of a new fridge.

Purchased new Frigidaire Raptor Pro #[protected] In December 2021.

The ice maker and cube dispenser never worked when the Frig was installed. On 1/10/2022 The Technician ordered an electronic module for the warranty repair. I called two weeks later and was told the part was on back order. That is the last I heard from A&E.

If I could give a zero o would! Terrible company, terrible customer service.

Had to wait 3 weeks for technician to come out to fix my fridge. They new it needed a new compressor because it wasn't cooling but when the

Technician came out (knowing the issue prior) he said "I need to order parts". Parts came but they couldn't come out for another 2 weeks.

Guy shows up today and says "I'm out of Freon and you'll need to reschedule ". How are you out of Freon? How do you show up to a job without Freon.

Now I have to wait two more weeks! No way! Not happening. Terrible, terrible service. DONT USE THEM!

I contacted my home warranty company about my home heater and a/c unit not working properly. They contacted Sears who then subcontracted to A&E Factory Service. Edwin C. came out to my home he was in my home less than 5 minutes. He went up in the attic and came right out. He then said that I needed to pay him the service fee and that he was done. I questioned him because he had only been in the for a short period of time. I asked if he had opened the unit or taken pictures and he said no that he didn't need to. I told him that I was not paying for a service fee because he hadn't done anything. He then opened my front door while I was speaking with him and he shut the door in my face. I have the entire exchange on video. I watched him sit in his truck in front of my yard for 35 minutes before he actually left. He spent more time in the front yard than he did inside my home. I contacted my home warranty company, Sears, and A&E Factory to file complaints but no one is contacting me back.

I contacted A&E Factory Services in December to come out and repair my refrigerator. The ice maker was slow to make ice.

The first technician showed up December 13th and told me the fan needed placing and charged my $143.94 for the part and $425.00 for labor for a total cost of $580.46. Invoice # [protected] attached.

When the part came in a second technician came on January 10th and said the fan was not the problem and we had to order more parts for an additional cost of $296.61. We were told at the time since the fan was not the problem, they would take back the fan and our total bill would be only $300.00, well under the original $586.46 we already paid.

When the remaining parts came in and 3rd technician came on January 27th, installed the remaining parts and told us we still have to pay an additional $164.88 for the parts. Invoice again attached for the work on 1/27/2022

Our total cost now is at $745.34.

The technician installed the parts and left. As of today 1/28/2022, (24 hours later) our refrigerator is still not making ice and the problem is not resolved.

I contacted customer service again to have someone again come out and they sent me an email that a technician will arrive on Feb 3rd and I have to pay a diagnostic fee of $149.00.

The technician came and said he did not know how to turn the ice make back on and that he only knows to replace the ice maker. The ice maker is working, it just needs a technician to reset and turn it back on. This technician did not know anything about repairing an ice maker.

I am not sure why I would be asked to pay anything else. My ice maker is still not working, I have had multiple technicians out to say they fixed the problem but so far they have not.

I would like someone to contact me to discuss how I get my ice maker working and I do not plan to pay any more money. This should have been fixed by the technician the first time and definitely by the 2nd time.

I can be reached at [protected]

Scott Bierwiler

162 Polo Ct.

Ninety Six SC 29666

I am very disappointed with the service and expect a call back asap to resolve the issue.

I have problem with my refrigerator and made a complaint. A technician came to our property with the compressor which is the actual issue and left leaving the part saying that he doesn’t have time to fix it. We got the next appointment 2weeks and we happy that the technician is going to replace the part but he took the part with him saying the manager said so. I literally begged to fix the problem but he did not care. Why do you run the business if you don’t have the intent to resolve customer issues and charging us money for no reason?