A&E Factory Service
Reviews and Complaints

They came out to replace the gasket in my washing machine (it was still working ok) and ended up breaking it so that it didn't work at all. This is in my hair salon where we do multiple loads of laundry a day. They told me it would be 2-3 weeks and after about 6 hours on the phone they promised me that as soon as the part came they would be out to fix it. Now I have the part and they are telling me it will be another week! They have done nothing to remedy the fact that it was their technician that broke my washer in the first place! Hair salons cannot go a week without a washing machine.

TERRIBLE. Gave us a committed time to return to install part (initial visit was ok but slow). We have the text and email. Wife took a day off work. No call, no show. Almost impossible to get a human on the line after your case has been filed. All automated after that. After several calls, we finally were informed there was a mistake, and my wife lost a day's pay for nothing. They offered to come out5 days later. Keep in mind we had already been without a washer for 2 weeks, and that extended date would have made it just shy of 3 weeks. i ended up fixing it myself.

I called GE because my new Hot point Dishwasher doesn't drain all the water out at end of the cycle. They Told me A&E Factory Repair would come by to Check it out, they came by and looked at it and told me that no dishwasher drained out all of the water. I then informed the man that that wasn't true, because this wasn't my 1st dishwasher but it was my 1st time having this problem.
So now every time I use my dishwasher I have to get the Shop Vac out to suck out the water left behind before it stagnants and smells rotten.
I don't recommend GE products or A&E Factory Repair. Very Disappointed in service and Product.

they closed opur ticket without calling or coming to check out our dryer. my husband called them and they said we woiuld have to call lowes to reschedule because they didnt bother to look st it. we wasted an entire day waiting for them its not good customer service

Talked to an agent about getting updated status for my parts. The agent said he would get back to me, but never did. I called again about parts when two identical parts were delivered. The person who took my call could not speak english well, but confirmed that I was supposed to have two identical parts. I waited all day for the repairman to arrive, which did not happen. When I called to ask about my repair appointment, I was told that it was rescheduled without anyone notifying me. I am still waiting for the repairman to show up so he can confirm that I was not supposed to receive two identical parts. He can then reorder the correct parts and I can spend another month without my oven.

Frigidaire set up a repair visit for my refrigerator to be repaired under warranty- the service person from A and E called me prior to visit and said i was going to pay for the service visit I told him no it was under warranty and not to come so i cancelled the visit- I received bills from A &E and called them over 7 times and nobody would help me- all the phone numbers i was given on the bills dont work! They have now given my bill over to collections!

A&E has rescheduled our repair 8 times, we have used 6 PTO days to accommodate the repair service, we also have had the part for the repair for 5 weeks now, 2 appointments ago the TECH called and said the his boss was making him reschedule the appointment so he would not have OT, then today 11/26 the routing department called and said that they did not were the TECH was and thought he just went home for the day and rescheduled us. What do we need to do to get our washer repaired? A&E holds the contract with LG so we cannot use another provider. HELP US!

I use a home warranty company. I placed a work request for my washer in the beginning August, but there was a hiccup with the company they originally sent, so they reassigned it to A & E. The soonest A &E could get out was early September.

The tech came out, diagnosed it, parts were ordered, and another appointment was set up to install the parts. The parts get mailed to the customer.

I received the parts.

On the second appointment a different tech came out installed most of the parts that were ordered, but said that one of the parts was the wrong part. He said he needed to order the parts and reschedule to install. A new appointment was set up.

The day of the third appointment came no parts had arrived and no tech showed up, I called the company and they told me that the assigned tech called in sick, and they needed to reschedule the appointment. At this point I informed them that I had not received the parts. It turned out that the tech that said additional parts were needed never ordered the parts. A new appointment was scheduled to have a tech come out and find out what parts were needed.

The day of the fourth appointment came and there was only an hour left in the time window they gave me so I called. They said it needed to be rescheduled and refused to give me a reason. A new appointment was made.

The day of the fifth appointment came, the tech showed up got a list of parts that were needed, placed the order in front of me, and set up a new appointment for yesterday.

The parts arrived.

Yesterday arrived and I called to verify that a tech would be here. They said the appointment was for today, not yesterday. They verified that a tech would be here today.

Today, no tech arrived, I called the company and they told me their system said that one of the parts that were ordered had not arrived so no tech was sent. I had all the part in hand and they still would not send anyone out to keep the appointment. The soonest they said they could get someone out was the 18th of November.

My home warranty company informed me that once parts have been ordered it is almost impossible to change contractors.

A&E Factory service has rescheduled our repair of our refrigerator twice now.
We have been without a refrigerator since mid-September 2021. Our first appointment was September 30, 2021 No technician and text message from A & E to reschedule. Next appointment was October 28, 2021 No technician and text message from A & E to reschedule. Now the soonest appointment is December 16, 2021. This is wrong. LG appliance has contracted A & E factory service to do the LG appliance warranty repair and I am getting no where with both A & E factory services and LG customer service. They just say we are sorry and that to reschedule. Please help us resolve this issue. Our refrigerator is just over 2.5 yrs. old and we can not afford to replace this refrigerator. We just need it repaired. A & E order repair number [protected] We can be contacted by email, [protected]@gmail.com Thank you.

A&E service does not respond to two refund request placed by their tech Michael….one refund is for $73.22 and the other $540.39. I'm getting the run around when following up on the issue and have not received any responses.

August 2, 2021 - Michael with A&E came to look at gas stove as the stove was not maintaining an accurate oven temp. He didn't like the sound of how often the igniter was going on/off and felt that was the issue. So part was ordered. Partial pymt made of $239.06 check number 160226.

August 13, 2021 - Michael installed new igniter. Said everything looked good and reminded us that on gas stoves the temp would fluctuate. At the same time he told me to ignore the oven thermometer I was using because they are useless and the best is a probe.

August 25, 2021 - Michael serviced stove again because I complained that the stove still was not maintaining heat. I was now using a probe and oven temp was off by 25-30 degrees. I showed him pics of the temp differences and he tested the thermostat and that appeared to be fine. So he ordered a new motherboard…..cost $540.39 paid via credit card.

September 11, 2021 - another tech arrived to install motherboard. Unfortunately the wrong item was ordered. Tech said Michael would contact me on Monday regarding ordering the correct part.

September 13, 2021 - Michael came to house to discuss placing order for correct part. Michael verbally said a refund of $73.22 to be issued for difference in cost of wrong part ordered and mother board.

September 22, 2021 - Michael arrived to install motherboard. However Samsung sent the incorrect motherboard. Michael tried to make the part fit but couldn't due to the original motherboard having more options than the replacement. He spoke to his supervisor and they agreed to drop us as a customer because they couldn't fix stove. In the meantime I called Samsung parts direct as an individual and found that the motherboard for my stove is no longer available. Michael requested refund of $540.39

****so now that the motherboard is no longer available, I am out the $500 for the igniter replacement since the stove has to be replaced.

October 11, 2021 - contacted A&E and spoke to Honey to follow up again on refund. Request was escalated and I would here from someone within 72 hours. No response.

October 18, 2021 - contacted A&E again and spoke with Jill. Refund for $540.39 is pending as of October 11 and awaiting approval, and will take up to 28 days. During this conversation there was no mention of the $73.22 refund.

So it appears the refund was non-existing until I called for escalation.

Jill indicated that billing would provide an update. She provided the billing departments phone number of [protected] which is no longer in service.

My refrigerator broke and we called choice home warranty company and they sent a technician out to access to problem. After finding out the compressor needed to be replaced and that the compressor was still under warranty with sears they went back and forth with A&E about fixing the problem and approving the fix. Finally after it had been approved They set up a time for repair for which they called and rescheduled the appointment for over a week later. The appointment time comes after a week and then we get a call that they came out and nobody answered the door to which we were home all day and have two cameras outside and relay that information about the camera and said they went to the wrong address so they rescheduled again and got a call on the morning of the appointment time and said our repair window would be between 1&5pm. At 4:20pm they called to reschedule again because the tech had called in sick. It has been 9 weeks since my refrigerator has gone out and still have yet to fix it after rescheduling another repair time for a week later. i have called A&E several times and they said they can do nothing to dispatch a repair tech to get it fixed that we have to wait until the next available date. I put a complaint to the BBB and hopefully someone can do something with this company. If there was negative 100 stars even then they would not even deserve that rating.

LESS THAN ZERO IF POSSIBLE! This is the WORST company I have ever done business with. My insurance American Home Shield contracts with this company and I do not have an option of whether to use or not - that's why I will cancel my AHS insurance. I reported on 9/7/2021 that my Refrigerator had stopped working and that my Icemaker in the GE -Profile was not making Ice. The repairman came on 9/8/21 and told me that I needed a part and that the part would be sent to me that it would be not until 9/16 that they could help me. I asked them to please rush the part due to my limited mobility and the refrigerator not cooling at all. I called the office and they told me that when I received it to call and they would set an appointment to come and install. I received the part on 9/14 at 12:15 and called the company to set an appointment. I was scheduled for 9/15 between 1-5, I received a text and email confirmation. I called at 4:30 because no one had showed up and they said they had to reschedule because they did not have a confirmation. I received a new confirmation that they would be there on 9/15 between 1-5, I called at 4:15 and they told me someone would be at the house between 4:30-6:30 - At 6:30 still no show and I get a reschedule notice that they rescheduled 9/16 1-5. On 9/16 at 8:30 in the morning I receive a call and the person asks me if I received my part. I was aghast-- I said yes You have been rescheduling all week. He said I will be there in 30min. He told me I should be happy because he got here earlier than 1-5. Only 3 days late. I asked him if this was going to fix the icemaker too. He said that it would take a couple days for it to get cold enough to make ICE. on 9/20 I called because the ICE Maker was still not making ICE. The guy came out on 9/21, he adjusted the waterfilter and indicated that it was fixed. 2 days later I had one batch of ice that was generated. I called again and the guy came out on 9/24 between 1-5, he came into the house and because he was not able to log into his phone, left without even looking at the icemaker. He was in van #21519 Lic#1055756. AE then proceeded to change the appointment until 9/28 between 1-5, I received a confirmation text telling me that the technician would be here between 2:53 and 4:23 -- at 4:00 I look at my email and followed the link to status to see if he was on the way nd it showed that my appointment was rescheduled until 9/30 between 8-12, I have medical appointments during this time. So one more time I have to call AHS - because AE does not answer and does not help. I would boycott all service from AE Factory Service if you can.

I was sold an extended warranty through Federal Warranty Service Corporation, aka Assurant Inc, for a GE Induction Range/oven. They assigned A&E Factory Service to perform the work. On 16 Aug 21, I contacted A&E to repair the range/oven, with electrical problem. A&E scheduled the visit 2.5 weeks later "Order Nr: xxx for Sep 1 bet 12 - 5 PM" (which is a long time to be without a stove and oven). Then, the A&E truck broke down and they rescheduled it for 4 weeks later. Monday, Sep 27 between 8 - 12. A&E again failed to show up. They emailed me I have to reschedule. Because A&E had a problem, I'm put at the bottom of the queue, and the next available appointment is November 3, 2021. My family will have been without a functioning range/over for over 11 weeks before a tech visits, and that doesn't guarantee A&E has the part. Research showed the following reviews. 50 of 50 rated them 1.0. Even A&E employees hate the company as illustrated in an Indeed.com employee survey. https://www.indeed.com/cmp/A&E-Factory-Service/reviews?ftopic=mgmt
If FWSC can't provide a service date to a customer within a reasonable time, then they should subcontract it to a local appliance repair; and consider mailing a loaner cooktop in the interim.
If you read the postings on https://www.facebook.com/AE-factory-service-Sucks-222826081112065, you'll see that A&E is ripping off consumers.
Federal Warranty Service Corp is like a holding company with hundreds of companies under it. It's hard to pin down the exact chain of authority.

Technician put a tear in our vinyl floor moving our washing machine around to repair it. He did not notify me that this had happened and I noticed after he was already gone.

First they went to the wrong house, and got upset with the homeowner there. Then they gave me another appointment a month later but didn't show within window so I called. They set window back another 1 and 1/2 hour, didn't come again. I called again and they set window back another hour, still did not show. No call at all even though I was promised they would call twice. I ended up taking off two days of work that I did not get paid for. They are very hard to get in touch with, 45 min & higher hold time every time I called, I ended up calling another repair co and they came on time, were communicative, and did great service. This shows what customer service should be like. I will NEVER call A & E ever again!

Dates if the incidents are various and i do have a case #7248378, but that's for another $50 inconvenience check. Over the past year or 2, we have been unable to get A&E to come on our military installation for reasons unknown, but suspect do not want to go through the hassle or scrutiny of going through our security. We put specific instructions for the service man to call our home number when they get to the front gate...those instructions are ignored. What happens routinely is the service person just drives by the base. I know this, because i took a photo of him driving right by on the last appointment on 8 Sep. When we call to address with the call center, they assure me the service member is coming, i tell them, they are not. I elevate to supervisor who is unable to assist because he/she is unable to connect with the driver, so we just end up doing a reschedule, then the whole process starts over again. This process has happened at least 10-15 times. To resolve this, we would like for Sears to honor their Service Agreement, terms and conditions, which specifically states that they would replace our washer entirely if they are unable to provide the Service. Thank You. Tracy Bovasso

This company is part of Sears Home Repair, or a "sister" company I was told. This company demonstrates a business practice that is misleading. They schedule appointments for repair, no one, no matter who you are transferred to, can tell you anything other than there is an appt scheduled ... or there was an issue that is why the tech did not come out and we will reschedule you. I have just had the 6th no show appt. And during the day I am checking status and we are "still a go", tech should be out soon, til the end of the day when I check and no, there was an issue and the tech could not come out. They cannot tell me anything about the tech, confirm that a tech really can come to my area. They are a call center and will not do anything to resolve any issue. And this practice is not only misleading, that a person can get a technician out, but also causes undue harm. When a consumer like myself keeps getting rescheduled, the problem does not get repaired and I must deal with those consequences not to mention things like lost wages for staying home all day, time after time. (Their appt windows are 8AM-5PM, so the entire day)

Horrible horrible horrible customer service. This company and the technicians it sends to your home are the most unqualified people to be dealing with the public. Ive been without a fridge for going on 2 months so far because each time the sears guy comes to my home which seems to be in one month intervals, instead of troubleshooting and diagnosing he just throws parts at it. Run from this company.

7/20/21 was my original call for my dual fridge/freezer not freezing my food in the freezer part. Their soonest appt was 8/3/21. Not happy but ok I can deal without a freezer for 2 weeks.

8/3/21 the technician shows up like he's supposed to right on time. Ok good i'm gonna be able to freeze some food again. I greet charles from sears at my door, invite him in, show him my problem, he sets his bag of tools on ground and pulls out his cell phone. He googles my model fridge/freezer and tells me theres a recall on the control board in the back of the fridge that he wants to order because of the recall and he's going to also put a new seal around my freezer door. He orders the parts and says he cant come back until 8/25/21 to install the parts he ordered.

8/25/21 same guy from sears shows up to install the parts. I was at work but my wife said he was here for less than 10 minutes and gone. Didn;t even stick around to make sure what he did fixed my problem. Just left. I got home that night and freezer was not fixed from charles from sears repair. I call and complain my freezer isn't fixed and they need to get someone out here immediately to fix it. They say the soonest we can be out is 9/17/21. I'm not very happy.
2 days go by and now my fridge stops working also. So now I have no freezer or fridge and I put all my food in coolers with ice. I call to notify them that my fridge stopped working also they said theres no way they can get out sooner than 9/17/21 but they gave us a link to check if any openings popped up from other people cancelling. So my wife checks that night and she gets an opening for that saturday 8/28/21.

8/28/21 charles from sears pulls in my driveway smh. He comes in starts tinkering around and scratching his head and tells me I have a "dead compressor". He goes out gets the compressor, installs it, and that doesn't fix it either. Now he says he has to order a 3 way valve and he'll be back on 9/17/21 to install that.

This is not how an appliance professional fixes appliances. This is not how a national company should be treating their customers.

Several weeks ago I scheduled an appointment to have my electric range repaired order #[protected]. Representative from general electric referred me to A&E as an authorized repair service. My appointment was for 8/23/21 between the hours of 1:00 & 5:00PM. At approximately 12:35 PM a voice message was left on my answering machine stating that my appointment had been canceled and I was going to have to reschedule. I called back and got an automated service that is offering only weekday appointments. Why should I take another day out of work and take the chance of have the next appointment canceled. I thing I should be able to get an appointment on a Saturday. Canceling twenty minutes befor an appointment is very unprofessional.

A&e factory service is the worst service in the USA