Sears review: very poor service! 64

stay away from these guys. I told themn my Nepwtune washer had an "lr" code. That usually means controll board and replacement motor. The motor has a five year warrantee. The texh DID NO TEST he just put his hand in drum and spun it after I told him what I saw "lr" Code. He did NOT go into svc menu to see if there were any other codes, he did not even confirm my finding. He went out to the truck and came back in with a receipt syaing iot will cost me well over $500. When I told hime it was under warrantee, he said You don't even have a receipt. I put my receipt in his face, he looked at me a nd saiid this is only your receipt it does not say anything about a warantee. I showed him the instruction manual where it does show the motor is covered, he finally caved aand said it will still cost $365 to installl and $82 for service call. I asked him why we waitied all morning for him to show up at 2 when he was supposed to be there betwen 8-12, he said that was wrong that they advised me he would be there after 1;00 PM last night. I kept the message from he night before and it clearly stated he would be there between 8-12. He actually told me I was a liar till i made him listen to the tape. Anyways this guy wants to charge me all this money to order parts and install them when he DI NO DIAG on his own, just my word. And BTW if the moror is bad the controll board could have cAUSED IT AND OR THE BQAD MOTOR COULD DAMAGE THE CONTROLL BOARD, BUT HE DID NOT CARE IT IS NOT HIS TIME OR MONEY.
P.S. b4 telling me the cost to fix it he saaid bet you paid a bundle for this mach they were over $1, 200 when new, now you can get them for $500, then he come back in with a bill for $565 to fix it and cant gaurantee that will be all that is neede. Arrogant jerk. I threw him out and requested they send me my motor since theie tech "figured that out".

We should all get together and take out a full page AD in the NY times so that no one ever buys from Sears and they go out of business just to try and put A &E out of Service. I won't waste my breath on my story is is the same as the millions all over the web. A & E stinks!

Okay, so 3 weeks ago I had a refrigerator breakdown and my rental property, so I called around and was given the number to A&E Factory Service. I honestly have to say that was the worst mistake of my life. On top of them quoting me $566.10 to fix a $599 refrigerator, their level of service and commitment is absolutely horrible. I would never suggest this company to anyone. Plain and simple, just don't waste your time with them.

So I called and made an appointment on Wednesday, July 22nd to come out and take a look at the refrigerator. We made the appointment for Thursday which I thought was pretty good considering it was a 1 day turn around. Well Thursday came and went right on by with no call whatsoever. So I called them back on Friday to try to find WTH was going on and it turns out, the appointment was made for Thursday the 28th. I argued a bit but got nowhere with them so I had to settle with the 28th. While I was on the phone with the lady from A&E factory service, I asked if she could have the tech call me 1 hour before he shows up at the residence so I could be there to pay him. She assured me he would and that he would arrive anywhere from 8am to 5pm. Thinking to myself "man that's a large window" I said okay and got off the phone. I informed my tenants that it would be a week before we could get anyone out there.

Finally Thursday comes and I get a phone call around 5:30pm, I head out to the house where the refrigerator is, only to find out 4 minutes after he looks at it, that just about everything in there needs to be replaced. It turns out that those 4 minutes would cost me a $70 service fee and an estimate that would blow the lid off your great, great, great grandmothers casket. It turns out, they need to replace the coolant lines, the compressor and the coils because there was a "clog in the lines". He told me he couldn't just replace the lines because the problem could come back and for them to warranty the repairs they would have to replace everything.

So I say "Okay, how much to fix it?", "with us ordering the parts, and the labor, the repair costs comes to $566.10!" Well damn the refrigerator was only $599! He told me he couldn't fix it on that day anyway just because he would need to order the parts. I told him not to fix the refrigerator because that was ridiculous and I just don't see how it could cost that much.

I called Whirlpool to see if they could help out with the cost of the parts considering the problem I was having was in no way the consumers fault and WP agreed to pay the parts which was cool on their part. The way it works at this point is WP calls A&E Factory Service to let them know they will be paying for the parts and how long it should take for them to get to the house. So there isn't really anything for me to do. So I wait a couple of days to get a phone call to find out when my new appointment is going to be, NOTHING. So I call WP back and try to find out if anyone ordered the parts yet and when should I expect them. Well it turns out at there was a miss communication on A&E's part because they never sent WP the parts list. Finally after getting that worked out, the lady at WP tells me she will ship them to the house via 2 day air because of the trouble I've been though so far.

So I receive the parts on Tuesday the 4th, dispatch gives the ticket to ANOTHER tech which calls me on Wednesday the 5th to come out and look at the refrigerator all over again. Back to square 1 at this point. I asked that tech if I would have to pay the $70 again because I already paid it once and he said yes I would, after I was told I would only have to pay it once.

Finally that tech finds the information from the first tech and then calls me to tell me that it will be tomorrow before anyone can come out. So the first tech calls me back on Thursday evening on the 6th AFTER 6pm and tells me he is pretty busy but he could be out at the house later that night. I asked him if it would be better if he came in the morning instead and knocked it out first thing? He agreed and thought it would also be a better idea. Friday comes and goes, and at 6:30 Friday evening I was on my way to a birthday party the guy calls and says he'll be out within 2 hours. What the hell man? I thought you were coming in the morning? I told him I wasn't going to be able to make it out to the house and that if he fixed it Friday night I would pay him on Monday. He told me he couldn't do that and the ticket needed to be closed out at the time of service and blah blah blah.

So I called A&E this morning (Monday the 10th) to find out what the hell is going on and they actually told me that I have a scheduled service appointment on Monday the 17th. I told the lady that I would not accept that and they needed to have someone out there TODAY! My tenants can't have anything cold until the fridge gets fixed. Turns out the best they can do is tomorrow. I guess we'll see how that disaster goes. At this point I'm not expecting a phone call until around 8pm tomorrow night from this company.

So to make a long story longer, DO NOT USE these, lying, cheating, no good, stealing, SOB's to work on any appliance's in your house. If I wouldn't have gotten the appointment tomorrow I would already be on the phone with another company and I would be at the house tomorrow anyway.

STAY AWAY FROM A&E Factory Service, THEY SUCK!

Thanks I just cancelled my appt with them, FYI these boards help and thanks for putting your problems out there!

I contacted Sears for repair to a 25 plus year old
Whirlpool refrigerator. A&E showed up, charged $222.56 to repair a part. Within two hours, noxious fumes plus the rubber around door was hot to the touch. Tried to get another appointment to correct situation, but this was a problem and they wanted to schedule six days away, maybe. I finally put a stop pay on my check and called a local repair technician who advised it was the condenser and nor worth repairing. I purchased a new refrig and now engaged in battle with A&E over my stop pay.

ANOTHR DISGUSTED CONSUMER

AE Factory Services is terrible!
I scheduled service appointment with them online through Whirpool website. My wife took day to wait for their visit. Appointment time to fix my refrigerator was from 8:00 am to 12:00 pm. When nobody showed up at 12:30 pm I call their Customer Center and was notified that since one of the technicians call off for this day somebody will come after 12:00 pm. After nobody came at 3:00 pm, I was assured that technician will be coming after 5:30 pm. I call at 6:30 pm again and rep told me that technician is on his way to my house and assured me 100% that service will be performed this day. I repeated my call at 8:00 pm and AE supervisor notified me that it’s too late and I have to wait until next day. I rescheduled for next day from 8:00 am to 12:00 pm, but when I called next day to confirm that somebody coming in they told me that my request for new appointment is does not exist.
This company has only central office in Texas and subcontracting local technicians and apparently cannot control them.
I strongly recommend avoid AE services!

A & E Factory service are a bunch of bumbling ###s. The only thing that exceeds their technicians incompetence is their complete lack of customers service, If you are thinking getting a service contract with these folks, you would probably be better off taking some appliance repair coarse, you'll have a masters degree before their service van shows up, and you'll know you fixed your appliance is fixed right

I feel the pain of everyone on this board that has been screwed by A&E F.S. This Sears owned company is by far the worst outfit I have had to deal with in my lifetime. Anyone thinking about using these buffoons for any service whatsoever think long and hard. If I ever have to get maintenance done through a 3rd party warranty service again I will fight like hell to not deal with these guys.

Here's how my story starts:

After a couple of days of screeching from our not even 3 yr old Whirlpool washer we call A&E. Within a few days we have a technician in our house for a diagnosis. We made it a point to get this thing serviced quickly as our warranty was to expire in early Feb. The tech tells us we need a new transmission, okay a second trip to install it... I can live with that. Part arrives UPS 2 days later, wow that was quick, let's call A&E and get this puppy working again. Called A&E, appt. scheduled.

The following week - Tech number 2 is here, tools in hand ready to rock. Looks at the box and says I can't put this in because there is some oil inside the box and I'm afraid the fluid may have leaked out which could have ruined the part. Alrighty let's try this again. Another part ordered, another appointment scheduled. Yeah, yeah.

A few days later I have another visit scheduled between 12p-4p well I have some errands to run close by and I'll call A&E to ask them to have the tech call my cell phone instead of my house phone so I can make sure that I'm home when he arrives. A&E says no problem we'll send the tech a message. My cell never rings once, I get home to see a note on my door saying were sorry we missed you bla, bla, bla call us back. Fine. Let's try this again.

Appointment #4 "Smokey" the technician comes. And this guy smells like he just smoked a pack of Marlboro's in his van with all the windows rolled up. He comes in looks at the transmission in the box and says "they didn't tell me I was putting one of these in". 2 hours goes by he comes and asks me if I can give him a hand, a bit surprised I said sure. I went upstairs and he asked me to hold the bottom of the tub so he could screw something out I think. I did, went back to my business and heard the moaning, groaning and cursing of one frustrated technician upstairs. It was obvious after 5 hours of this guy being here that he had absolutely no clue what he was doing. He comes down after all this and says "transmission's bad". I'll put another one on order. I look at him with a bit of disappointment and said "OK but we can still use the washer right?"..."Yes, I put your old transmission back in". I figured well I can deal with the screeching as long as I can do laundry. My girlfriend and I go upstairs to check it out and discover that machine not only is missing screws, which were left in a box by the dryer, but does not function at all now! Not to mention a couple of very noticeable grease stains were left on the carpet. By this time the tech was long gone. Now our confidence in A&E is all but diminished.

We call customer service not very happy, tell them what happened and demand that they please not send the same tech back to our house, and by the way what can you do about the stains on my carpet? The guy on the other end says we can't fit you until late next week. B.S, I said I need to speak with someone of authority. Well this customer service clown won't have that and hangs up on us. So we call again. This time we tell our story again still no resolve and we can't even get transfered correctly to the claim dept to do something about our grease stains on the rug. So we call The Home Depot warranty dept, who sold us the policy . They escalate our case and make sure we get connected to the claims dept about our carpet stains. They also made sure we're scheduled for an appt. in 2 days. I get a call two days later in the morning saying the same guy we asked to not have in our house is now coming again. I said no way, I'll reschedule. Now I'm pretty pissed.

Then comes group number 2. Now I have 2 techs in my house trying to complete the job. These guy's were just beautiful. They crap all over the work that dummy number one did. So after maybe an hour of Horace and Jasper upstairs talking about the screw ups of there beloved co-worker the tell me that they think that he left the new transmission in rather that putting the old one back in, and also confessing that the previous guy had no training on putting in a part like this. So instead of putting in the new transmission they opted to assume that there was a new transmission put in on the previous visit. Scratching my head I say whatever it takes to get this thing working just please I need a washer! Well they call me upstairs to say that they have it working I say okay hopefully this does it." Oh, by the way we got a little bit of water on your floor so we went into your bathroom grabbed a towel and wiped it up." This shocked me. Whatever, thanks, and by. Well we throw in a load of wash in to check it out and find that it was still doing the same screeching noise that we called about in the first place - all these ###s did was fix the other guys mistakes, and by the way got black grease all over our white towel that was hanging in our bathroom! I mean really WHO DOES THAT? Baffled, shocked and utterly amazed by the lack of professionalism, downright pathetic customer service, and total lack of diagnostic skill and service by these idiots we call The Home Depot warranty service for one last complaint and the silver lining is that after all this, we get the "three strikes and you get a new washer" policy. So we will get credit for a new machine and that's perfectly fine with me, but if there was one thing learned by all this, it is never, ever, agree to let any member of Sears' A&E Factory Service enter your home again. Period. No training, no skills, poor hygiene, poor service.

I have got to tell you, there cannot be a more disjointed and disfuctional company than A&E Factory Services!
I for one, based on past experiences with 'so called repair' services that they are supposed to provide, will NEVER buy one more product from Sears!

Sear use A&E solely for their repair work.
We have bought a Washer and Dryer from Sears, that needed repair work on and sure enough, it was A&E ...
This was my first experience with A&E and yes, sure enough, they showed up as last call of the day - After we had to wait in all afternoon. - and the one thing you should keep in mind, is no matter how much detailed information you give when you call to set up an appointment, their first technician visit will be to simply look at the product and make their decision on what's wrong.
They'll order replacement parts for say a week later to come back and repair it.

You then hope they show up a week later to fix it.
Oh and a word of warning, if they do come and fix it, for your own benefit, before the guy leaves ... Make sure the product DOES still work! Because once the guy leaves, even if he's forgotten something in putting it back together. You'll have to reschedule another appointment for him to then come back and put it right!

Since the washer dryer instance, we had the same problem with our Fridge Freezer ...
Then more recently over the past 3 years, our Maytag Dishwasher has had product failures 6 times now!
The control panel on the front has burned out / failed 4 times. - The Lemon warranty only kicks in if it's 4 times in 1 year I'm told by Maytag!
We had a door leak.
We've also had another failure on it where they had to come out.

In the times Maytag have set up the repairs - Through A&E - the repair guys have come out and one time they didn't put the door back on properly, so it wouldn't latch shut!
Another time when they checked the broken panel, before replacing it, they stopped the machine mid program and fitted the new panel ... When we switched the power back on, I notice the lights were flashing on the front panel.
He tried to run the machine again and we couldn't clear the control panel. So he took the door off again, unplugged the panel for a few minutes. Reconnected the panel and it seemed ok.
We closed the door, tried to turn it on again and it started flashing again ... Wouldn't go off.
He now said he'd have to order a new repalcement control panel! - He's screwed it up, obviously!

My wife and I both work full time, so the only time we can get a repair guy out, is Saturday.
They give you a morning or afternoon, no specific time and we sometimes have to work Saturday mornings.
ThSo it has to be Saturday afternoon.
We have had our appointment cancelled, by A&E because another job somewhere is taking longer than expected.
We've even been told by 1 control center that the planned call is on, then we get another call to say, they can't do it today!
They don't even know what the other hand is doing!

I'm so insensed!
Last weekend, we had a family get together, but the guy was supposed to be coming out between 1 - 5pm. I told my wife to take the kids and go ahead and I'll join them once he's been.
At 3pm I get a call saying he's overbooked today, so he won't be able to make it! - I've had this story told to me about 5 - 6 times! - So we set the next appointment up for today. Again, 1 - 5pm.
I call A&E at 1.30pm to make sure they are coming and I'm assured it's on schedule.
I get a call 15 minutes later from Sears Routing Office to tell me, I had just forced an afternoon appointment today, 10 minutes ago!
I'm furious!
I said you're kidding me?!
This was reschedule from last week because your guy couldn't make it last week.
I'm now told it next Saturday morning!
What absolute BS is this! Can you believe it?!

Maytag should improve their products!
They should also cancel warranty service work wth A&E!
Sears if they had any sense - Obviously not! - should do away with A&E and A&E should investigate some of their own practices and sort themselves out. They are clueless!

Alun Williams

Sears' A&E Services sent out a truly incompetent technician to our house THREE times to repair our dishwasher. Each time, he ordered a completely new part and tried to install it. On the third time, he even broke the latch door. (This was a brand new, top of the line stainless steel dishwasher.) The total for parts and service that he internally billed Sears was over $1100 according to the receipts. On the FOURTH time, Sears sent in the REAL repair guy- an ace named Ted (if you are getting service in the Monroe Country, Brown County, Greene County area) and he fixed the problem instantly. Of course, Sears only sent in the terrific guy on the 4th and final attempt- after which they would have given us a new dishwasher. Be sure to ask for EXPEDITED service in between visits or it will be 4 weeks (4 visits, each one week apart). Also if your technician seems like the village idiot, ask them to send out Ted instead!

Dear Mr. Williams,

We apologize for the service you have received from our company over the past couple of years. When service is scheduled with our team we make it our goal to complete the service in a timely manner and to avoid inconveniencing our customers. This has clearly not been done for you and we would appreciate the opportutnity to speak to you. My name is David and I work for the A&E Solutions team. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly. In addition, please include the screen name used to post here so we can reference to your case.

Thank you,

David V.
Senior Case Manager
A&E Cares

AE is terrible, I took off work waiting for them to come and they never came to repair my refrigator. They rescheduled it for another week away. I have a maytag that was just purchased and the ice maker is not working. I should have kept my old fridge that i had for 12 years as it gave me no problems and I paid only 300 bucks for it with a working ice maker. This service is the worst! and so is the fridge. And with all these complaints no one ever does anything about it.

Appliance Tech
Hello everyone I'm an appliance tech and business owner in northern wi, I've been a tech for 16 years.
The appliance service industry is changing and not for the better, the days of the experienced, curtious and prompt appliance repair man are going to the wayside. During the past 10 years I've been an authorized servicer company for sears, whirlpool, ge, and maytag, in the past two years I have dropped my contract with whirlpool and sears for one simple reason...A&E... This company is changing the landscape of in warranty and out-of-warranty service, the techs are poorly trained and in some cases outright rude. These manufacturers have lost many independent service companies like mine so they can primarily use A&E, when you call for service on your in warranty product they will most likely send out A&E, I'm not saying all A&E techs are inexperienced, but most of them couldn't find there foot with a flashlight. The best advice I can give you is call these companies using A&E and complain and keep complaining, I know it doesn't seem like they care, but these companies know the poor service they are providing reflects on them.I read a post in here from an employee of sears telling people to relax and this is just how it is and the customer is expecting too much, and not to get so upset about your appliance breaking.
If I've learned anything over the years it's that an appliance failure in warranty or out of warranty is a very personal thing, it disrupts our daily lives, as if we didn't have enough to worry about already. Have a great day ...never settle for poor service...

Bad experience with A&E. Called for service 2 1/2 weeks ago and first service available is today. Had a service with both my washer and my fridge, both from 1-5. 445 1 guy shows up for my washer. He says he can only work on my washer and another guy is going to come for my fridge. 20 mins later he says he needs to order parts and its going to take 11 days, 14 actually because they dont schedule on Sat and Mon because its busy. Great-it will be a month before getting some sort of washer hopefully working. I call the 800 number and ask what happened to the fridge guy. They say hes running late and will probably get here 620pm. 635pm rolls around with no tech so I decide to call. They say tech rescheduled at 540pm for June 10. Apparantly without even talking to me. called 800 number to complain and they obviously cant help me becuase no managers are on duty. Thanks for making me waste my day waiting for nothing. Looks like it will be at least 1 month before anything gets fixed or looked at. Not the type of service I was expecting.

To all those complaining about Sears or A&E service: I am a repair tech eith about 8 years
Experience. I am in the process of hopefully obtaining a position as a Sears in home appliance repair technician. Let me tell you that Sears has a very extensive hiring and trsining process. They only hire the very best technician's. With a company the size of Sears or A&E service there are is bound to be a few experiences that are translated as negative as well as some circumstances are out of the service techs. hands and Sears hands for many reasons. There are always going to be certain customer's you just cant fully please. In the last few years Sears and A&E service have really gained a reputation for taking great care of their customers and getting service repairs done in a timely
manner and done correctly the first visit to your home.

A & E CAME TO MY HOME TO REPAIR MY CLOTHES WASHER. THE TECH REPLACED SOME PARTS. ABOUT AN HOUR AFTER HE LEFT, THE WASHER BROKE DOWN AGAIN. WE CALLED A & E BUT THE EARLIEST APPOINTMENT THEY COULD GIVE US WOULD BE 1 WEEK LATER. THE APPOINTMENT WAS SCHEDULED FOR 8/4/14 BETWEEN 8 AND 12. THE REAIR TECH CALLED AT 9:50 TO LET US KNOW HE WOULD BE THERE WITHIN 20 MINUTES. HE NEVER SHOWED UP. WE CALLED A&E. THEY COULD CARE LESS AND A FLOOR MANAGER COULD NOT BE REACHED. THEY WOULD NOT COME TO THE PHONE TO RESPOND TO THIS NO SHOW. I AM DISGUSTED! AFTER THE SERVICE CONTRACT IS UP, I WILL GO INTO APPLIANCE REPAIR CONTRACT WITH THE UTILITY COMPANY. THEY ARE MORE RESPONSIVE.

they are ridiculous- we had our fridge not working right and the guy who came from AE factory was very rude, abusive and he walked in house and started throwing stuff out of fridge without asking and with no respect. he was terribly rude and arrogant Asian guy.

A&E Factory Repair is horrible! It's a big mistake to use them. I wish I saw this website before I gave them over $300 to fix a dishwasher which still does not work. I am filing a warrant in debt to get my money back. Horrible ordeal. They cancelled appointments and even hung up on me when I demanded my money back. Trust me. Do no give them any money.

Sears shouldn't associate their name with A & E..
Purchased a dishwasher 2 years ago, It quit so I called Sears they turned me over to A&E, , what a joke...
Tech was 3 hours late...was here for 15 minutes, told me the motor was out...charged me 59.00 service call...said it would be 332.00 parts and labor...screw that...went and purchased new dishwasher, different company of course, ...guy came out to install and said your dishwasher isn't that old do you mind if I take a look...of course I don't mind...pulled out the motor and there was a piece of glass stuck in it..fixed it 20 minutes...and took new dishwasher back and just charged me for labor...really nice guy...WHY COULDN'T EXPERT TECH FROM A&E that SEARS turned me over to fix that...Now they are giving me a hard time trying to get my 59.00 dollars back...but oh well 59.00 isn't bad to learn a good lesson...

Sears is just a four letter word. 3 months and refrigerator is still broke. had the same problem in 2004. Bought a warranty through a home warranty service. If I new they would send sears I would have my money refunded. A & E whoever they were that sears sent are incompetent. America has to wake up. I went shopping for a new refrigerator. I could not believe all the repaired refrigerators I saw the store trying to resell. No matter who the manufacturer WAS. We have to thank NAFTA. We took a lot of american jobs away Now you have these cheap Chinese, Mexican and third party labor making inferior products. We deserve what we get because we keep buying them. We need to stop buying and also send a clear message to the manufacturers.

Sears/Kmart is a dying company and the lack of response/sensitivity of the central A&E office epitomizes the reason why this company is failing. The lack of communication from the scheduling office is pitiful. In my case they missed the appointment window (even though I called twice to confirm that everything was on schedule) and then encouraged me to cancel the appointment when the appointment window passed without the technician. After admitting that they had failed to follow their own procedures, they refused my request for a $25 credit to recognize that they had wasted my day. The technician who finally showed up was terrific, figured out the problem quickly and then resourcefully figured out a way to get the needed part that day. But the central office left him high and dry.

The management of the company clearly has stressed profit over service and not recognized that service might have some impact on revenue. If each customer is alienated, no one will return and revenue will lag. But this is no longer the company that brought us hand tools guaranteed for life. Huzzah for the impact of private equity and hedge funds on the face of America.

It is now April 2016, and I cannot believe how things have not changed for this company.
I absolutely, dislike A&E Factory Service with a passion. They make you want to climb through the phone and strangle someone!
Seriously, they LIE to you and treat you with DISRESPECT and then act as if they don't see a problem.
I am online right now giving my review of the yearly preventative maintenance (PM) that I paid heavily for (they say it is free, but I paid $349.99 for my dryer and $319.99 for my washer), writing about the lies and several attempts to get an appointment, only to have a tech show up and tell me he is only here for one appliance and the other will be looked at in five days by a different technician. I waited all day five days earlier (Saturday), they didn't arrive until AFTER the scheduled appointment (5:04PM), left a note on my door because I had to leave.
When I rescheduled A&E lied to me and blamed Sears for separating my service into two different dates, so I would have to spend another two days waiting around a minimum of four hours each time for a 45 minute yearly PM. When the tech left he ran out so fast he didn't allow me to sign anything, and I spotted a large puddle under my washer, so I had to call A&E and request they send someone else out to take a look. It took SEVERAL attempts to get someone to understand I wanted both appliances looked at TODAY (Friday), not one today and the other next Wednesday, so I would have to be home and waste another work day waiting around. The fact that several of their employees have poor communication skills and a disregard for the truth only adds to the nightmare you experience with this terrible company.
I didn't believe that A&E was owned by Sears because I felt Sears would NEVER allow these things to happen. In fact, I still have doubts because A&E was blaming Sears, so if they were owned by Sears why would there be two different company names and why the blaming game? The customer service representative told me she worked for A&E, which Sears owned. I work in property management and companies contract their property management out to other companies, and this is what I feel Sears has done - they have contracted with A&E to handle appliance maintenance and repairs. Even the notice they leave on your door when they don't show up on time for the appointment states A&E Factory Service and NOT Sears. Sears would put their logo on these post-it notes if they were the actual company providing the service.
The technician that arrived to check out the issue with my washer and complete the PM for my dryer gave me three names of technicians that work with him, and this person was not known by him. He tried to look up my service call on his handheld laptop, but nothing was showing. He said he was curious as to who they sent out, and he told me that he did not know who it was because they use technicians that ONLY handle PM’s and nothing else because they are not qualified. That explained a lot…A&E told me the reason my appliances were setup for two different dates was due to the fact the tech was NOT TRAINED to handle dryers. What? I told her that in property management if I have an HVAC tech I don’t send one out that can handle A/C and another that can only handle the Heating – the tech has to know the whole unit. When I have a tech come to service my refrigerator he has also been back to service my microwave and dishwasher. This was ridiculous nonsense to me and yet another lie they were trying to tell me to make this acceptable.
I have been a loyal customer of Sears Roebuck since March 1983, but I fear that it is only a matter of time before Sears is out of business! They just cannot continue doing what they have been doing and expect customers to remain with them. It is a shame to see such a fine company with a great reputation and long history destroyed! If it wasn't for the service technician that Sears sent out (because I bypassed A&E and called a different number) I would have given them a one out of five stars. They redeemed themselves by allowing me to experience quality service!
Our society has lost its ability to communicate effectively. This generation is so used to technology that they cannot be bothered to look up from the screen for more than five seconds and acknowledge the person in front of their face. Common sense is gone...Remember the days when you pulled into a gas station and they filled up your tank and washed your windows! That WAS GOOD CUSTOMER SERVICE WITH A SMILE!

It is now April 2016, and I cannot believe how things have not changed for this company.

I absolutely, dislike A&E Factory Service with a passion. They make you want to climb through the phone and strangle someone!
Seriously, they LIE to you and treat you with DISRESPECT and then act as if they don't see a problem.

I am online right now giving my review of the yearly preventative maintenance (PM) that I paid heavily for (they say it is free, but I paid $349.99 for my dryer and $319.99 for my washer), writing about the lies and several attempts to get an appointment, only to have a tech show up and tell me he is only here for one appliance and the other will be looked at in five days by a different technician. I waited all day five days earlier (Saturday), they didn't arrive until AFTER the scheduled appointment (5:04PM), left a note on my door because I had to leave.

When I rescheduled A&E lied to me and blamed Sears for separating my service into two different dates, so I would have to spend another two days waiting around a minimum of four hours each time for a 45 minute yearly PM. When the tech left he ran out so fast he didn't allow me to sign anything, and I spotted a large puddle under my washer, so I had to call A&E and request they send someone else out to take a look. It took SEVERAL attempts to get someone to understand I wanted both appliances looked at TODAY (Friday), not one today and the other next Wednesday, so I would have to be home and waste another work day waiting around. The fact that several of their employees have poor communication skills and a disregard for the truth only adds to the nightmare you experience with this terrible company.

I didn't believe that A&E was owned by Sears because I felt Sears would NEVER allow these things to happen. In fact, I still have doubts because A&E was blaming Sears, so if they were owned by Sears why would there be two different company names and why the blaming game? The customer service representative told me she worked for A&E, which Sears owned. I work in property management and companies contract their property management out to other companies, and this is what I feel Sears has done - they have contracted with A&E to handle appliance maintenance and repairs. Even the notice they leave on your door when they don't show up on time for the appointment states A&E Factory Service and NOT Sears. Sears would put their logo on these post-it notes if they were the actual company providing the service.

The technician that arrived to check out the issue with my washer and complete the PM for my dryer gave me three names of technicians that work with him, and this person was not known by him. He tried to look up my service call on his handheld laptop, but nothing was showing. He said he was curious as to who they sent out, and he told me that he did not know who it was because they use technicians that ONLY handle PM’s and nothing else because they are not qualified. That explained a lot…A&E told me the reason my appliances were setup for two different dates was due to the fact the tech was NOT TRAINED to handle dryers. What? I told her that in property management if I have an HVAC tech I don’t send one out that can handle A/C and another that can only handle the Heating – the tech has to know the whole unit. When I have a tech come to service my refrigerator he has also been back to service my microwave and dishwasher. This was ridiculous nonsense to me and yet another lie they were trying to tell me to make this acceptable.

I have been a loyal customer of Sears Roebuck since March 1983, but I fear that it is only a matter of time before Sears is out of business! They just cannot continue doing what they have been doing and expect customers to remain with them. It is a shame to see such a fine company with a great reputation and long history destroyed! If it wasn't for the service technician that Sears sent out (because I bypassed A&E and called a different number) I would have given them a one out of five stars. They redeemed themselves by allowing me to experience quality service!

Our society has lost its ability to communicate effectively. This generation is so used to technology that they cannot be bothered to look up from the screen for more than five seconds and acknowledge the person in front of their face. Common sense is gone...Remember the days when you pulled into a gas station and they filled up your tank and washed your windows! That WAS GOOD CUSTOMER SERVICE WITH A SMILE!

Hellacious experience. The worst communicators ever...basically they DONT communicate with each other. You never talk to the same person ever. They change things all around and don't tell you. Their word is useless. They lie and don't listen. I can't figure out how they are still in business.