A&E Factory Service
Reviews and Complaints

I have never wrote or published a complaint about anybody or any company online I suppose there is a first for everything. Heed my warning - do not ever use a & e appliance repair! I feel terrible for the employees of the company that are trying to do the right thing, but unfortunately this company is a cesspool of miserable customer service reps. These folks are given a script (Likely based in india) and they do not have answers beyond that one page in front of them. I called three times and I was told that I will not have to pay any additional labor costs beyond the $130 initial diagnosis. Mr. Repairman shows up today and starts throwing out $50 for this, $65 for that... And so on. My wife complained to him, he calls his boss, and unfortunately this is some "new policy". He tells my wife to call customer service and complain and she told him to call customer service! He did, waited on hold (With the worst hold music ever created) , and ended up hanging up after 10 minutes. Kudos to my wife for throwing him out of the house. I'll take my $130 loss, try to sell the new transmission from maytag on ebay, and chalk it up to a bad experience. Maytag/whirlpool should also be embarrassed for trotting out this atrocious warranty support team. I suppose samsung, lg, bosch are eating their lunch and this is what we are left with. In closing, when you call maytag/whirlpool and you get directed to a & e through the automated prompts, hang up the phone and find an alternative repair company. You will sleep easier at night knowing that you didn't have to deal with the ### called a & e service repair company.

In December 2012 I had the first appointment to see if my Kitchen Aid Dishwasher could be repaired. Had a great deal of difficulty getting this appointment scheduled. Finally parts were ordered and paid for. I called company to say that parts had arrived at my home, but had a concern that one box was very beat up - I was assured that the technician would review and not put a bad part in my machine. However, the technician did attempt to bend the heating element so that he could make it fit---I put a stop to that. Another heating element was ordered, which meant another appointment to schedule. The dishwasher was able to run 4 times before it was broken again and acting just like it did before any of the repairs were made. When I called again, I was told that the services were guaranteed for 90 days, so another appointment was set up. The technician came and was able to reset the dishwasher and was going to leave it running as he could not find a problem and he left me his phone number to call him if it stopped again and he would come back. He did not get out of the driveway before the problem occurred. I had him come back in and he reviewed again and told me he would put a rebuilt part on it--my response was that I was not going to pay for a rebuilt part when I had paid for a brand new part that did not work. So he was to order a new part---the electric board 8564542. The company called to set up another appointment to install this part. Today I called the company to report that I have not received the part--was put on hold for 10 minutes and then 15 minutes waiting for a supervisor. On my third call I was told that they could not do anything to help me but to make another appointment, remember I already have an appointment to have a part installed that I do not have.. I feel that I should receive a full refund of what I have paid this company, plus compensation for all the delay! I would like a call immediately to get this resolved...seems that nobody is in charge here!

I am writing about a complaint for A&E factory services in Cincinnati Ohio- Ohio Valley District. First off they came out to fix this same problem when my appliances were still under warranty over a year ago and ceased to correct the problem, the second time around I gave them the benefit of the doubt because we identified it was the actually the washer and not the dryer causing the problem. I called in October about a whirlpool washing machine I needed repaired because it is ripping my clothes and they came out on October 31st and ordered parts and were scheduled to come out after parts arrived on November 9, the one part was damaged and couldn't be fixed, we continued washing our clothes and having a few still ripped waiting on this to be fixed... We received another damaged part and could not have the machine fixed again on our scheduled appointment November 16th. Another part was ordered and we received it on November 30 by emergency delivery and already had an appointment scheduled by the technician on the same day and was advised to contact only if part didn't arrive. At this point my washing machine had not inly ripped a new sweatshirt but it also ripped the entire rubber seal and can no longer be used at all. This forced me to drive 45 minutes to my families house to do 3-4 loads of laundry at a time wasting much time and gas. I received a call from customer service on the 30th saying that I could not keep my existing appt. even though I got my part on time and was re scheduled for the following Monday Dec. 3. On December 3, my 1-5 pm appointment was a no call no show, I called Tuesday about the issue and they apologized and told me I would have to wait an entire week until Monday December 10th to have it fixed again.  I was not happy about the long wait and was given a case number, i heard nothing back from them after that. My appointment was scheduled for 8a-12p I made my plans for my children's school and husbands work for this time slot, only to receive a call saying that they couldn't be there until closer to one. I called customer service and told them it was not acceptable and I needed someone there after three. The representative Paris assured me she routed this call out and notified them of the circumstance. I received a call from a tech saying they were calling about my appointment at 1:20, I then asked if he saw it Was routed for after 3, all the while I had to keep leaving my sons classroom to answer the calls of people who had no idea what was going on. They told me I couldn't be scheduled again until over a week later Tuesday Dec. 18 after i explained this story to 4 different people they finally saw my case # from over a week ago and still said the technician could only come out as early as Friday which is still 4 days too long after everything we have went through. They have 2 customer service lines one of which the reps are all Indian and cannot understand what I am talking and me likewise. I have already paid the company for service and repair on day 1 and it has still not been repaired over a month and half later. The damaged product was not A&E's fault it was the shipping companies but the lack of service and improper communication has caused more harm than good on my part. This has been the worst service I have ever received from a company. They should have more open appointments available or hire more technicians as well as investing in more qualified customer service agents and spruce up their scheduling procedures. I would never recommend them to anyone!

***Transcript of messg send to them. Bottom line, since Aug. 24th, I have been trying to get my microwave repaired. As of this date, Nov. 1st, it has ANOTHER bad part installed by the previous tech. The techs wish they had the autonomy to do what they know they could do to provide better service, but the company ties their hands! IRONICALLY, Sears (which is going down the crapper fast), owns A&E, and they are the only Sears entitiy showing a profit. Again, words from an employee, not me ***

Your technicians are very nice & professional.
Your C/S Reps SUCK! (and they cant speak English!).
My microwave is STILL not fixed. Score since Aug. 24th:
Tech Visits: 8
Different Tech's: 5
New parts: 4
As a fomer Operations Mgmt Consultant, my FREE advise to you,
* Ensure your C/S reps are ARTICULATE speaking English
* Are FRIENDLY
* Take a CAN DO instead of WE CANT attitude.
Lastly, good customer service is about building trust & relationships. When you assign a tech to a new call, he should OWN that call until the problem is solved. It is detrimental & counter productive to have a different tech work on an ongoing problem each call. They feel this way too...So LISTEN to your men in the field - THEY are the ones that know; not those of you sitting in your corner offices trying to second guess them!

These "technicians" know nothing about repairs. I purchased a GE - GE Unitized Spacemaker Washer and Electric Dryer. Model # GTUP270EMWW
The spin cycle on this unit is horrible. It stopped working after 6 months. Customer service and technicians are both less than satisfactory. I've had 3 service calls and the washing machine STILL does not work. I now need to replace this unit with an entirely different make and model. An appliance should last more than 6 months. Stay away from this product and A&E Factory Service.

Had a scheduled appliance repair on my kenmore laundry center. Was very clear to technician when speaking on the phone to him and also in written form that dryer is in need of repair, high pitched-squealing and we have a belt already purchased via sears parts direct and if needed, this item can be installed as well.
Turns out that the dryer needed bearings and l. G. S spring kit. The a & e technician phone me on my cell before leaving my property to explaine the above, never mentioning anything about the belt. So I asked, did you install the new belt I left on the step stool ? His reply, "yes".
Came home and reviewed the service receipt and the technician charged me again for this belt part I had already provided and clearly spoke to him about. Now I am currently on the phone, going on 1 hr, have been transferred 6 times now and was previously disconnected when an a & e rep transferred me... Back to sears.
I was put on hold 7 times to many and transferred to at least 6 different people. Back and forth from sears resolution center to a&e factory service.
All the documentation is below ! See for yourself !
I am done !... Will never use sears or this a & e factory service company again !
Now the amount I was over charged was $16.65, it's... The... Principal... Really ! Really ! Grr

A repair person came out and diagnosed my washer and order a new logic board to fix the issue. After waiting two weeks, the second repair guy came out looked at the washer and said "oh I never recommend repairing these washers, this won't fix the problem." Not only that he was 2 hrs late. Sure enough after installing the board, it still did not work. He proceeded to tell me "too bad you missed the labor day special, " which really ticked me off. I would have bought a new washer if I was told that it was not economical to fix the damn in the first place. He issued me a refund for the part and I asked for a full refund for the misdiagnosis which he said he would put into the system but I would have to be addressed by corporate. They called and said sorry "we can not refund the service call" even though they were incompetent. They have not refunded me a dime, not even for the part that I have a receipt for. I called them just now and they say they have no record of the return at all so I submitted a refund request to my credit card company. DO NOT do business with these worthless charlatans. Again here are the reasons:

1) Incompetent repair folks that misdiagnose issues

2) Late service calls

3) Horrific customer service (non-responsive & flat out theft of a returned item).

Four weeks ago I bought a nice Maytag Dryer and on Christmas Day, it stopped working. No heat to the dryer. I called Maytag for a warranty service appointment and they scheduled A&E Factory Service to come between 12-5 the next day. At 12:03 the A&E Factory Service Driver called me to say that he would be there in 20-30 minutes. 3 Hours later, no arrival and each time I called his number back, no answer. At 3:30 I called the A&E Factory Service office and they said that I was still on the schedule and he should be there between 3:30 and 4:00. At 5:10 PM, I called the A&E Factory Service office again and some snotty guy tells me that they didn't have time for my repair today, so they have rescheduled me from 1-5 tomorrow. I asked why no one called me and he said that he did try to call me and my phone was busy. Busy? What he didn't know was that the only number they have is a cell number with call waiting and caller ID, so there is no busy. They lied to me multiple times and I have filed a complaint with Maytag and will not be using them for my repair. I would caution anyone that doesn't want to waste their time.

Kitchenaid fridge stopped working a month ago-right before thanksgiving. called our local nice repairman who came out immediately. verdict: needs new compressor. unfortunately the nice repairman didn't/couldn't work for warranty repair so we had to call sears / a&e.

1st ae tech visit: "don't tell me it needs a new compressor, i'll decide for myself" (3 hours later:) "it's a leak, i'll inject dye to find it, wait 24 hrs"

2nd ae visit: no show

3rd ae visit: (16 days later, different tech) " I don't see a leak, it's the compressor, I have to order one but when it comes in call this number and ask for me and i'll come out right away. i'm turning fridge off and leaving dismantled ice maker on top of it here"

4th ae visit: didn't happen as tech said, compressor arrived the next day but after two days of screaming at scheduler to get an appointment that same month, we tried to find another company. unfortunately no one wants to work kitchenaid warranty repairs except the losers at a & e.

5th ae visit: (7 days later, same tech as 3rd visit) guy arrives at end of the 8-12 window. at this point we have lost thousands of dollars in missed work hours between the two of us. next time cheaper and easier to buy a new fridge, even though this one is only a year old. tech completes compressor installation in an hour but then takes another hour to try to figure out how to print receipt. I had to leave as I was about to be fired for missing any more work. when I got home, fridge finally working after a month. however, ice maker is lying on top of fridge, mocking me. rather than wait another 3 months for this to get resolved, we took the door off the freezer and installed it ourselves.

These words cannot express alone how much we hate this company. I experience violent tendencies whenever I hear their name. stay away from them at all costs. save your broken appliance to hurl at their storefronts, it's way more productive. their apparent motto of "customer satisfaction:" "we're not satisfied until you're not satisfied. "

I wanted to share my horrible experience with this A&E Factory Service NYC Metro District, Company, at 35 Melville Park Rd, Melville NY. The technician mentioned that they are associated with Sears appliance repair service, and their telephone number is listed on the Kitchen Aid appliance website as well. Personally I considered Sears and Kitchen Aid trustworthy organizations, so I was shocked to find out how terrible this A&E is.
Our 4.5 year old stainless steel Kitchen Aid stove recently broke, the oven has an error message that reads Error Code F2E1 Stuck / Shorted Key. So my husband went on line and found a number on the Kitchen Aid website. When calling the number received only automated services, it was impossible to get the operator on the phone. He was directed then to A&E Factory Service, and there again, after calling the number Kitchen Aid automated service provided no operator on line either. So we scheduled a repair appointment through an automated service. We received an automated phone call from A&E to confirm the appointment, and still no person on the line to ask any questions. So when the tech showed up, brought in his computer, looked up on line what the error message was, told me I owe him now $137.19 in all fifteen minutes of work. No one informed my husband or me that this company charges $548.76 (137.19 x 4 = 548.76) an hour, to tell me something that I could easily look up on line myself. The technician was completely incompetent, didn’t know when he would get the parts needed, told me that they will cost a lot, plus said that I should replace 4.5 year old stove according to him it was really old (which by the way looks brand new) and started arguing with me, told me to pay him in full for the parts too over $600.00
I wanted to refuse to pay $137.19, because he did absolutely nothing, but at this point fearing for my safety, since I was alone at home I wrote out the check. My husband and I called A&E to dispute the charge, but the A&E people were argumentative, uncooperative and downright hostile. Then we called Kitchen Aid, finally getting through to some employee at this company the response was even worse, they basically said we don’t need your business, we have plenty of customers, we will not help you, etc.
Wanted to tell you this, so you don’t go through the same ordeal as we did. We never complain, and never return items, we pay for everything on time and in full, but this was too much. Who protects the customer any more? Does the hard earned money mean anything any more to any company?

A&E Factory Service has really bad service. My refrigerator had a problem and kept making 'click' sound. The manufactory (Whirlpool) routed me to A&E Factory Service for repair. After several days waiting, a technician from A & E came and fixed the problem. Even I am not fully satisfied with the service and heavy fee, this is not my complain.
The problem is that the same issue happened again in about a month. Since it has 90 day warranty, I contacted A & E directly for an appointment on Friday (1-5pm). At 2pm, I got a call from A & E and was told that they could not come and had to re-schedule me on next Friday. I am not happy, but understand things happen.
Next Friday, again I got a call at 3pm and was told my service would be delayed. I called A & E and asked which time the technician would come or which time is next available. The guy who answered the phone was very rude and gave me two choices: either wait or re-schedule (“I cannot look at schedule unless you cancel your today’s appointment”). When I explained to him that I waited too long for this service and desired a better explanation and help, he hung up on me.
Their bad service caused a lot of trouble to me; but they have no regrets and rude – I just don’t understand why Whirlpool and other manufactory still used them. I am going to complain to Whirlpool too – customer desires better treatment!

Service tech was not professional wouldn't listen and left with out doing any repairs, would never use then again, sad that I paid for warranty and got no results

Kitchen Aid recommended we call A&E Repair [protected] for service. I called, they scheduled me for service on 7/21/11 between 1pm and 5pm. I took 1/2 a day off work, unpaid. I sat here waiting for them to show up. I called just before 4 - they said the tech would call before coming over and would be here by 5. I called at 5:17 and was told they would send a message to the tech. I called again at 5:46pm and was told that there was no tech available, and I would be rescheduled. I asked how that could be, as 30 minutes ago they were sending a message to the tech. When I asked what time the note was saying the tech was not available, I was told 5:17pm. I WAS ON THE PHONE WITH THEM AT THAT TIME! They rescheduled me for 7/30, and said they would put a note that I was not to be rescheduled. DO NOT USE THIS COMPANY!

I am filling this complaint due to a very unprofessional and unsatisfied service and false information that I received from A&E employees. I had the same problem that kept on re-occuring on my Jenn-Air refrigerator. The first time a technician came to my house to check the problem was on May 10, 2011 and ordered the parts for me and scheduled an appointment to put in parts on May 17, 2011 and when i called on May 16, 2011 to confirm my appointment, a representative stated that my appointment is not until May 18, 2011. I re-schedule it for May 20, 2011 because they would not work with my schedule. A technician came on May 20, 2011 and fixed my fridge. A week later, my fridge was acting up again and was having the same problem. I called A&E to have a technician come over and fix the problem again and they came over on June 1, 2011 and fix it again. A week later, it was broken again with the same exact problem. I called A&E and spoke to a man on June 5, 2011. I was getting tired of calling them and complaining the same problem. I was told that the next available appointment was not until June 10, 2011 and I was not happy about it due I have already loss plenty of money on food and time off at work, I had told the man that was assisting me that i would like to speak with the manager in charge and he put me on hold and contacted the manager. I handed the phone to my boyfriend because my boyfriend would like to speak with the manager. The man on the other line had told my boyfriend that a technician will be coming the very next day but it will be an open window. My boyfriend took a day off from work and stayed home. Around 3 pm, theres still no sign nor phone call from the technician so my boyfriend immediately called A&E company and the representative that he spoke with stated that there was no appointment schedule for us to come on June 6, 2011 and stated to my boyfriend that whoever we spoke to, lied to us. Our fridge is still broken. We loss another day at work and loss money on food. Employees at A&E are liars and do not consider customers emergency need. They just DONT CARE, PERIOD.

My refrigerator has been broken since April 9th. Lowe's warranty uses A & E Repair Services for their warranty work. A & E is the absolute worst company I have ever dealt with in my life! The only way to get in touch with anyone is through a 1-800 number and all you talk to is order takers that have no superiors. Today was supposed to be my 6th visit from them from 1 to 4 and they called at 4:00 on the dot to say they weren't coming today that I need to call and reschedule...AGAIN! Called the warranty company, very angry I must say after my husband took off work to wait on them. They made me another appointment for next Tuesday. Now, they just called and said they would have to change it until Wednesday! I work on Wednesdays!
I will NEVER buy another appliance from Lowe's or Sears unless I find out that if I have any problems I will NOT have to deal with A & E Repair Services! Buyer beware!

I bought a Maytag Front Loading washer, 1 year and 1 day after purchasing, it stopped working. I called my extended warantee company, they put me in touch with A & E. I called A & E, they would be out in 1 day to fix it. I needed to be home between the hours of 1-5. The repair man came at 4, he took a look at it, called A&E, did I diagnostic, and was told the electronic water valve needed to be replaced. He didn't have one with him, so he would order it. This was on a Wednesday. He would not be able to come back until the following Mon. I had to wait 5 days. I was called, so they could tell me that he would be there between 8-12. He came at 9:30..put the new piece in...still didn't work. He checked a computer system...did a diagnostic...called A & E...and was told it was probably the control board. Again...no part. He would have to order it...and have it sent to my house overnight. He would be back on Wed. Wedneday I would again have to be home between 1-5. At 4:30 he came...put the new part in...guess what...it still didn't work. Again...another diagnostic...he called his company again...they said...well let's try the lower motor computer board. He didn't have the part...so he would have to order it and have it expressed since it was now considered an emergency. I would again have to stay home friday, from 1-5 to wait for him. The part did not arrive thursday. Friday at 1:30, i get a call asking me if I the part had arrived. While on the phone with A & E the part arrived...I thought...wow great timing. (yeah right) I was told that someone would be out. 45 minutes later a woman calls and tells me that we have to reschedule. I was shocked. I told her that I have been waiting 10 days already and was told someone would be out. She informed me that when someone is on the list for waiting on a part...it does not hold the appointment. And that she couldn't sent anyone...because no one was in the area...later she told me that they were too busy. I asked about Saturday...she told me they don't work in my area on Saturday. I then told her...that I was going on vacation on monday-thursday, so they wouldn't be able to come out during that time. By this time, I was upset. and told them, they this was unexceptable. All she would say was, I am sorry but this is how it is. And then started to blame me for it, because I was going on vacation. Hello, you had 10 days already to fix it. So in one week, they will be back to try and fix my washer. But even then, there is no garantee that it will work...they might need to try another part.