A&E Factory Service review: Warranty work on a microwave

On Sept. 19, 2023 I called for a repair and it was scheduled for Sept. 20, 2023. During this call with Conns for the appliance warranty the Rep that took the order she said that someone would be getting back to me with a 3-hour window for repair service. I did receive a email and text saying that the window was 8am to 5pm. I called Conns again and they tried calling A&E and they had no way of talking to anyone. They came inspected the microwave. All I was told by the tech he just ordered the part and they scheduled me for Sept. 27, 2023. In fact, the part was not ordered until the 21st is when I got confirmation, they just ordered the part. Had to rescheduled because part was not in and if they had ordered it when I was told on the 20th, I would have had the part and I wouldn’t had to wait. Rescheduled it for Friday Sept. 29, 2023. He came and here are the events for that visit.

1. He prepared to remove the microwave from the wall.

2. He removed the microwave

3. The kitchens filled with white smoke coming into the living room where I was at.

4. I came into the kitchen and it was filled with smoke

5. The tech was standing there holding the big foam pad on the floor looking at it and tells me when I asked what happened. As he was explaining I opened the kitchen window and told him to remove the pad to the patio. The patio door was right there.

6. The explanation was that he put the pad on the stove and somehow, he turned on the stove

7. We opened all doors and windows put a air purifier in the kitchen and the fan going.

8. He put the part in the microwave and had to come back because the stove was hot.

9. He was scrapping the stove of the film and rubber on the stove. Damage to the floor

10. I said that the stove is ruined he says no just use vinegar and baking soda

11. He left and came back about 3:30 or so. My son helped him put the microwave back on the wall

12. The microwave didn’t work he said he had to order another part and we had to wait another week for it.

13. Rescheduled repair for Friday Oct. 6, 2023 between 8am to 5pm.

14. I ended up going to the ER for smoke inhalation

Called on Sept. 30, to Conns and left a complaint and they said that they would escalate it and someone would get back to me. I received a call from Carlie Rash and she had me send the photos and I explained to her what had happened. She said that she was escalating it and that I should hear from someone shortly. I again sent her a email that I received saying that they ordered 1 part and the others are pending order. I told her that was unacceptable.

I called Conns numbers times and keep getting 24 hours it’s been escalated. 24 hours never came. I have contacted Sears Home Services who is dba A&E Factory Services via online chat, email with the only thing said it would be escalated. Their numbers and A&E go to the same recording with no options to speak to someone live. I have talked to Federal Warranty who is Assurant the first time they had all the info and the next day they couldn’t find anything on me. I have a transcript of the conversation. They told me that they have nothing to do with my claims but they are on Conns brochures for the purchases of the warranties.

On Oct 6, I called Conns Plus at 3:50pm [protected]) to verify that my appointment was going to be met. The call lasted 33 minutes and she did some verifying and came back and replied that they were running late that they would be at my residence by 6pm. Then I get a text message at 5:11pm stating that my appointment has been rescheduled to 10/9 no time indicated. I called Conns and was told again that there was nothing they can do they can not get ahold of anyone.

I have filed a complaint online through A&E Factory and received confirmation they received the complaint and Sears Home Services Via chat they said they had escalated the problem. Talking live goes to a recording for scheduling or rescheduling only. I searched them through Sec of State and the city of Las Vegas no license. I searched their website and found their license info does not show Nevada but yet their websites show address that go to other businesses or malls. All their phone numbers listed goes to the same recording for scheduling and rescheduling. I have over 30 phone numbers.

From Sept. 20 to present my microwave isn’t fixed, I have a ruined stove, damaged floor and a medical bill for $10000 plus. No one has reached out to me after emails, online request, phone calls, photos.

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