A&E Factory Service
Reviews and Complaints

Waited 22 days for service the technician Ben arrived today approximately 4:30pm claimed he was not allowed to service the washer because there was no receipt of my payment. I showed him the cleared check that cleared on the 11th of July in the amount of $406.92 He would not accept that as evidence and took the part I had paid for and shipping directly to me and left. I begged him to stay until we could contact his company to verify my payment he would not he said he had another appointment and left. I left to go buy a new washer and he was on the side of the road talking with his helper. He obviously didn't have another appointment he just didn't want to service my machine. So after 22 days and $406.92 I had to go buy a new washer. The company is corrupt and the employees are thieves. I bought a ge just so I would never have to deal with them again or with sears home services. I will be contacting the Maryland attorney generals office in the morning to file a complaint as well as the state police because he took the part that was shipped directly to me and which I paid for.

this company needs to be shut down, the worse I have every worked with. The STUIPVISOR hung up on me twice. They were at my home today and had the wrong paper work (not there fault), LG sent them the wrong paper work. the Tech looked at it and wrote down what was needed to fix and said to call his office and let them know that LG fixed the paperwork. The idiots at A& E wants to send out the tech a second time to look at the problem and then order the parts, then come back a third time to repair it. This company has a 1.2 rating, how much lower can you go? The owner must not care about his business is all that I can say.

3 year old LG refridgerator failed on 5/1. Called LG and they referred us to A & E factory services. Tech could come on 5/6. LG would pay for the repair. Tech showed up on 5/6 but could not fix the problem since he had to order parts. Told us that LG should've ordered them automatically.? Parts arrived in 2-3 days. Rescheudled service for 5/17 (8:30-5:30 time frame). At 4:30 pm on 5/17 we called them and they stated that the customer had cancelled the appointment at (9:20 am)? This was not correct. No one had cancelled! Rescheduled another service for 5/20. At 3:30 pm on 5/20, they sent a text stating that the repair was re-scheduled for 5/30! Called A&E directly and they could not tell me why this happened. After demanding to speak to a supervisor, they told me that they had a communication problem with their techs?! Managed to get them to commit to a 5/22 service appt. Called LG to make them aware of all the problems I had encountered with A&E and they assured me that the repair would take place on 5/22. We will see what happens? We have been wo/ a refrigirator for almost a month. Would not recommend their services. Very unreliable!

Unfortunately A&E Factory Service holds our extended warranty for our LG Double Oven. The upper oven no longer heats, filed an extended warranty through Lowes on 11 April. I was called by A&E to ask what was wrong, the representative said he believed he knew what the issue was and order two parts to be delivered to my home. Technician arrives for the first appointment but they sent parts for a single oven (note, they had the model and serial number of my oven). Since it was the wrong part they had to order again, asked for it to be sent overnight, got the part 5 days later. Fast forwarded 11 days, technician arrives this morning, wrong part again, my part should end 01, part they sent ends in 02. Now have to wait another 9 days for the new part to arrive and the first available appointment. Called them again today to ask to have it sent overnight but told they can't do that but they will expedite the delivery. Not holding my breathe that they will ever get this fixed. So we are now going on almost a month of the oven not working. I will say I don't feel as its the technicians fault, just those individuals ordering parts from the headquarters. Technician this morning ordered it after calling LG to confirm what part was really needed. Not sure why they have the extended warranty if they can't even figure out the correct parts (just hope this is the actual reason why the oven is not working, almost like they are just throwing parts at it and hoping it works!).

We have a rental property for which we provide fridge. Sears advised it needs warranty work and sent A&E. They cancelled 2 appointments and gave the tenant only 5 minutes to meet him on the third appointment. I contacted the company and was completely unable to resolve. My request was for the tech and the tenant to simply exchange phone information so they could communicate. The response was completely tone deaf. I tried to escalate but to no avail. I am so disappointed in this company. I never lodge complaints but this is beyond the pale.

Yes y'all have a gentleman by the name of Sergio Vega Jr working for y'all that is giving out his own business cards and while he's giving them out he saying he does this because he needs a backup plan Sears is going out of business and he has two charges on his record one would be assault on his wife and the other one would be assault on a minor now I don't know about how a&e works I do not trust and gentlemen of that statue in my house I looked online and as far as I can see that type of background is not allowed at this job

Our refrigerator failed on October 19th. We have a Sears service contract and called them to have repairman come out. The soonest they could come out was October 25th. They arrived (two service people-one an apparent supervisor and the other a rookie) on the 25th. After an hour, it was determined to be a compressor issue. They ordered a new compressor and scheduled service for the 8th of November. The part arrived a week before the service tech and on the 8th the technician installed the new compressor. Oddly however, the problem was not fixed and the tech informed us that another part was damaged and would need to be replaced. The technician ordered the new partr and while standing in our kitchen, scheduled the installation for the following Thursday, November 15th between 1 and 5. Today, November 15th we had an appointment to have the condenser installed.
In the days leading up to the 11/15 appointment, we kept getting odd phone calls asking us to call a number to reschedule. I called that number at least 3 times and the recording stated we had an appointment for today November 15, between 1-5. How was I to know that the technician couldn't honor today's appointment? When the stated window came and went for the technician to arrive, we called the service provider to ask what happened which is when we were told we would have to reschedule. By that time, the earliest appointment available had rolled to November 26th (it was open to 11/21 five minutes before the call). That is after Thanksgiving and not acceptable to one who has had to live without a refrigerator for so long.

It is no wonder that Sears is going into the toilet-they abrogated their responsibilities by outsourcing their service contracts to a poor service repair outfit, who in turn relies on a negotiated call center arranged by Sears to schedule service. A center no doubt located in India. They are rude, uncaring and not in position to work with local area service contractors except through poorly executed software scheduling programs. DON'T USE THE A&E repair folks. Contract with local repairmen. It may cost more but you can reach them without being routed to Mumbai.

Horrible customer service! They seem to install refurbished parts which then break in a short time, they only give you a 90 day warranty so most likely the part will break after 90 days and you have to pay for them to have another service call and labor costs etc. ---AVOID AT ALL COSTS . Problem is LG recommends them to fix your machines with this company and all of the reviews everywhere state to avoid them

A&E hires the most incompetent, rude, condescending group of unprofessional agents. Nothing gets done. I will be without a clothes washer for a month by the time they get their act together. Part was ordered on 10.10.18...cancelled order on 10.10.18, repair appointment was scheduled for 10.22...no show. Part reordered on 10.22...repair scheduled for NOVEMBER.
DO NOT subscribe to a warranty with A&E. You will receive deplorable customer service and total frustrations.

I had 9 repair calls from A & E of Ocala, FL. Yep, no shows, late, & just plain terrible service from Wally & Mike. Finally got replacement OK from Sears & find out that it should've been replaced after the 3 service call. Shouldn't these employees know this ? At almost $300/ call I guess that's how they make their money. I'm so sorry I have to deal with Sears again as this is the only repair company they employ in our area. And TRY to talk to someone at this company---impossible !

8.11.18
We called for repairs because our refrigerator quit cooling. 7-16-18 Serviceman came out and assessed the issue. He said he would order parts for the repair which were to arrive at our address within a week. An appointment was set for him to return and repair. Only one part came in within the week. Scheduling called numerous times to see if the part had arrived. The part has not arrived and A & E say they cannot track the item. Once they said it was due in the next day and rescheduled for the following week. At that point the repairman (Patrick) called and said he would check and call me right back. He did! Said that the part had not been shipped yet that it had just been received from the manufacturer to their warehouse. It was scheduled to be shipped the next day and we should receive it within a week. In the meantime the scheduler has called numerous times, in fact I get a call from a computer and am asked to hold. Once I held for 5 minutes and 42 seconds. When the lady answered she was quite rude and hung up on me!
There is definitely a language barrier. I have asked to speak with a supervisor whom was no help at all. Supervisor assured me that the parts department would call within 48 hours. That was over 3 days ago. AND WE ARE TOLD THEY CANNOT TRACK THE PART! It has now been almost one month and still our refrigerator is not working properly, A & E does not seem to know where their parts are.
Our warranty is out October 2018. We paid hard earned money for an extended warranty. We want our refrigerator repaired ASAP. We would like SOMEONE to CALL US THAT HAS SOME INFORMATION!

I called A&E for a repair and it is now 18 days later and I still have no refrigerator. Was supposed to be fixed the 19th of April. Tech came to house did repair and next day still not working! Called A& E and was told could not comer back until the 23 of April! A&E could have come back on the 20th but pushed me off for another 4 days! Been living out of a cooler and buying ice for 18 days! This is the most horrible service from a company I have ever had! Then tech wants to sell me a appliance insurance! What for? another 18 to20 days to fix the next one!

Roger Trudeau
247 Comfort Mtn. Rd
Bryson City NC
28713

I've been working with A&E to get my dryer repaired since April. It is now December. The company sends technicians to do the repair and have either 1) ordered the wrong part, 2) don't show up, 3) show up after dark, 4) don't order the part at all, 5) act unprofessionally and inappropriately - telling my daughter inappropriate stories, telling her she has beautiful eyes, asking for my phone # so he can personally do the repair himself since I've had terrible service, asking my if I would be home the next day so he could order the part (which makes no sense), etc etc

I have 3 (wrong) parts currently sitting in my garage. They dryer is under warranty and only 4 years old. I cannot get any resolve with the people on the other end of the phone. I have taken several days off work waiting for repairs. I had to wait well past the allotted 1-5pm window for the last technician (who showed up after dark) only to tell me that the last tech ordered the wrong part (again) and that he needed to order a different part (but didn't do it).

They have the last technician's ID, but will not reach out to him, or his manager to find out what the part is. Instead they want me to take another day off work to wait for a new technician, which by all accounts would be the definition of insanity. I do not trust this company at all.

The escalation department is unable to assist. The case # is 5407562

11/2/2017
Chico Ca

I think may have been the most unprofessional company I have ever had to deal with.

I had a tech come to fix my ice maker. He came, diagnosed the problem, then told me he couldn't fix it because it was still under the manufactures warranty and that I need to contact Samsung. But for $219 dollars for his labor that he could fix it and I could try and get my money back from Samsung. He informed me that he would not fix the ice maker and that I would have to call Samsung and have them call and have he would come back out to repair that part.
After he left i got on the computer and with in 3 mins found out the part wasn't still under warranty and that he was wrong.

He put in the absolute minimum effort during his service visit. It only took me 3 mins to get the information he should have found out himself.

I truly believe all he wanted to do was charge for another service visit by not fixing the problem today.

This same tech came out to repair this ice machine 2 months ago. He pushed the reset button and said it was fixed even though he was told that this same thing had been done with out success by us over 20 times.
It took almost 2 months to have him come back out and attempt to repair the ice machine again only to leave without fixing it. Even though he had the part and the ability to fix it. All he had to do was put in 3 more mins of effort and he would have figured out that it wasn't under the manufactures warranty and that he could repair it.

My solution for all of this would be for A&E to send out a tech with the ability to repair this ice maker. Having to wait 3 months is a bit much to expect a customer to accept.

Warning: A&E Factory Service Repair. WARNING: https://www.aefactoryservice.com/
Made two appointments under our Sears Home Warranty. 1st time, no show. 2nd time- note on the door they were here- so were we! Bob even saw the van sitting down the road at a public park! Still, no refrigerator compressor installed. We have been without a refrigerator for 4 weeks now. Can't get a loaner from https://www.searshomewarranty.com or any other type of service. We have called Sears several times to get help. What is the point of having a warranty when you can't get anything fixed? So now they want to reschedule a 3rd time. Compressor still sitting in the box.

On June 2 a repair man came to fix my washer. It is part of a Frigidaire stack laundry system. He told me then, that this was a learning opportunity because he did not know anything about this system. He fixed the washer just fine, but after he left the dryer didn't work. I have called A&E multiple times to get someone out go fix the dryer. Last Monday I was told someone would be calling me to set up a repair appt. No one did. Tuesday I called and was told that a repairman would be out today, Thursday, between 8 and 12. At 1 o'clock I called to find out where he was. I was then informed that NO REPAIR ORDER HAD EVER BEEN GENERATED and they had no record of it. So I guess I spoke to the most incompetent person there on Monday, and Tuesday, and Thursday. Or is the whole company incompetent? By the looks of their reviews, I would say it was the latter.

A&e has been working on this unit since last september. Replaced condenser, compressor, and dryer. Then it died again. They found leaks on the soldering joints. Tech came out and re soldered the joints using too much solder he plugged the lines. A different tech came out and was here for 5 hours chasing it down. He said that if he can't fix it that a&e's insurance company would replace my fridge. Well today I get up and the freezer is not working again. Called a&e and they are giving me the runaround. They are sending it to research department. They need to step up to the plate and replace this unit due to the tech making it worse.

I have an LG refrigerator that has broken many time. This time, the warranty company sent A&E. It was the worst experience!

On the first visit, the technician did not even pull the refrigerator away from the wall or run any diagnostic. I told him the extensive history -- that the compressor, evaporator and blower had all been replaced -- and he said it was unrepairable. He went to his van for 45 minutes. When he came back he said the warranty told him that no part had ever been replaced, which wasn't true. He ordered another compressor and evaporator. I had to wait 2 weeks for the appointment even though the parts arrived last week.

Yesterday, the appointment was scheduled from 8-12. He did not come until 12:45. When he finally arrived, he refused to enter my house. He said it was because of my dogs (which are very very friendly) even though he was in the house with my dogs 2 weeks ago. I told him I waited 2 weeks for the appointment and that he couldn’t just leave without repairing it. I offered to put my dogs on leashes and he still refused. I stood in front of is van and told him that I wasn’t going to let him go until I at least spoke with his supervisor. He then tried to run me over.

The technician then falsified his report making outrageous allegations about me that never happened, falsely claiming I threw sticks at him and disparaging the condition of my home. I believe he was already running late and didn’t want to do one long job when he could go do the rest of the scheduled jobs. Then when I tried to get him to do the job, he had to justify his terrible behavior, so he lied in his report.

Either way, now three weeks after it broke, my refrigerator is still not working. And because of his false defamatory statements in his report, the warranty company is now refusing to send another technician. I have called A&E multiple times but have not gotten a call back yet from anyone who can actually help me or do anything about this horrible technician. I will, however, press charges against him for his attempted assault.

Refridgerator failed to cool on 10/9, 3 service calls later the A&E tech after contacting the LG Technical Center they requested he preformed a vacuum test it failed. The A&E tech recorded and photographed the readings declaring the refrigerator not repairable. He said A&E would forward all his findings to LG and LG would call within 3 days to erring a replacement as is is still under warrant. After waiting 5 days I started calling LG they say A&E never sent them notification. I called A&E they said to have LG call them, after 16 calls between the two NOTHING got done, I've requested to talk to supervisors only to be put on hold for 18 minutes and getting hung up on. A&E is the "factory authorized" repair service for LG yet they cannot communicate to each other. It's now 10/17 and A&E next service appointment isn't available to 10/29. LGs customer service is abominable only surpassed by A&Es.

This guy never called me to tell me a service price and then he quoted me $1, 000 on my new microwave without using voltage meter, wtf?

he didn't want to do the job, he complained all the time he was here, he was very unprofessional, very late, very messy, never put all the parts back together nor complete the job and i have all his actions on video

buyer beware do not call them!