A&E Factory Service reviews and complaints 1
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A&E Factory Service - horrible customer service
Is it possible to give negative amounts of stars? If it were, this business would be getting them! HORRIBLE customer service practices! I bought a brand new dishwasher from Home Depot in Feb. 2010. It's now the first of Oct. 2010 and the dishwasher won't work. I called the manufacturer warranty, which leads me to a Sears number - who btw will also be getting 0 stars! A repairman was scheduled for between 1 and 5 today. At 4 they told me he would be here just after 5 and they would call me with a better ETA at that time. Never got a call. At 5:45 I called them, they said they would have the technician call me on my cell since I had to leave to pick up my son at an afterschool program I put him in so I would be home for the repairman! $$ from MY pocket, and for no reason! Tech never called. I called the Sears # several more time but got various stories. At 7:25 the one customer service rep said he spoke to the technician and he ASSURED me he would be here in 10 to 15 minutes! 40 minutes later, nothing. No call, no tech. I call again, only now I'm given the run-around about how dispatch is closed, etc etc. I asked numerous times for a supervisor but each time I called I was put on hold while be "transfered to a supervisor" and stayed there for 10+ minutes before hanging up and redialing. I finally got ahold of A&E again, who said that at 7:55 their technician called in and said he wasn't going to make it. I am talking to A&E at 8:25! NOBODY bothered to call me! I have a large party tomorrow night and need a working dishwasher. I spent my whole day today waiting around for a repairman who never came, never called. Everything I set aside today has to then be done tomorrow! I could have gotten everything done today and waited tomorrow if only they had made 1 courtesy call and told me the truth! I would NEVER recommend this company and I would NEVER recommend Sears either! This is a Whirlpool dishwasher...last time I buy one of THOSE too! $700 for a dishwasher that is useless to me right now, plus a lot of income out the door since I sat waiting for a tech today. Who will pay me for my time?
Wanted to make a correction publicly here...this dishwasher is a Maytag, NOT a Whirlpool. My apologies to the Whirlpool company!
The complaint has been investigated and resolved to the customer's satisfaction.
We are truly sorry to hear about the problems that you are experiencing with your dishwasher and with our business partner. We can only imagine the frustration this has caused you and your family. It is our goal to get your appliances to run properly when servicing and to exceed your expectations. This clearly has not been done to your satisfaction and we would appreciate the opportunity to assist. My name is Robert and I work for the Sears Cares Team. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (ytspyder) in the email so we can reference to your case.
Thank you,
Robert B.
A&E Solutions Team
A&E Cares
We are truly sorry to hear about the problems that you are experiencing with your dishwasher and with our business partner. We can only imagine the frustration this has caused you and your family. It is our goal to get your appliances to run properly when servicing and to exceed your expectations. This clearly has not been done to your satisfaction and we would appreciate the opportunity to assist. My name is Robert and I work for the Sears Cares Team. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (ytspyder) in the email so we can reference to your case.
Thank you,
Robert B.
A&E Solutions Team
A&E Cares
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Forgot to add - today is October 27, 2011 - I still do not have a working dishwasher or any resolution!
I too have had a HORRIBLE experience with Sears/A & E Factory Service and will never buy a product from Sears or a retailer that utilizes them for any type of appliance repair service. We called A&E in September 2011 to repair an $750.00 built-in LG Dishwasher that was only four years old and out of warranty. They sent a tech out to diagnose the problem (diagnosis cost $159.00) and he told us it needed a new pump and motor at a cost of $350.00 (the $159.00 would be added to the cost of labor for the repair). They ordered the part to be sent directly to our home and then we had to call them back to schedule the installation repair. Now two weeks later and we've set an appointment where they agree to arrive between 10 a.m. - 2:00 p.m. for the installation. On the anticipated repair date, we waited until about 1:15 p.m. before my husband called to find out if they were going to be arriving anytime soon. He was told that the tech would give us a call. He subsequently had to call them back when the tech didn't show up at 2:00 and was told the tech was on his way. We waited and waited - now 3:00 p.m. and no tech. Another call and we're told he's on his way. The tech (Dan) FINALLY shows up at our home at 4:15. When Dan arrives, he brings his tools into our house and goes back outside to his truck. Seems he locked his keys in his work vehicle and was spending his time trying to get them out - he finally called someone to come and open his truck. He didn't come back into our house for 45 minutes! He finally gets to the business of our dishwasher. He tells us that their initial tech was an "###" that he didn't know anything. He told my husband that the motor was located under the dishwasher and therefore he would need to flip it upside down to remove and replace the motor. He asked my husband to help him turn it upside down. When they did, water spilled out of the dishwasher onto my hardwood floor. My husband ran to get some beach towels to soak up the water. Dan commenced ripping apart my dishwasher at 7:00 pm (approx. 3 hours from when Dan arrived) I asked him, "Any idea when you might be finished with the repairs Buddy?" He responded in a very stern tone, "In about a half hour...and my name's Dan". I left the room. At about 8:00 p.m. Dan is still working on the machine. Finally, at about 9:00 he announces to my husband that he's done. Dan lifts the Teflon pad that he had placed under the dishwasher and guess what - water had gotten underneath the pad and damaged my hardwood floors! When my husband pointed out the damage all he could say was "I see it sir". Dan then turns the dishwasher on and it make a horrible noise. Seems he left a screw in the dishwasher that jammed up the lower spray arm. After he took it out he announced he was done and miraculously he had spare parts!(?) . He didn't reconnect the dishwasher or the bottom kick-plate and told us we would have to hire an installer to put it back in! My husband told him that he needed to install it or to call someone to have it installed that evening. We called his manager - twice - never got a return call. My husband asked Dan what he did with the screws he removed when he took the dishwasher out and he couldn't find them. My husband went to the garage and return with some screws. My husband then tried to use the screws to install the dishwasher while Dan stood idly by. When my husband asked him what tool he used to remove the screws he responded, "Ah, one of the mysteries of the universe". At that point my husband told him that we'd had enough and we would be contacting their company to file a complaint. Dan left the house and returned with a piece of paper describing the service (or extreme lack thereof). He told my husband that he would have to sign it. My husband refused and Dan insisted that he needed to sign it to show that he gave it to us. My husband reminded him that he wasn't signing anything. Dan snatched up the paper and started laughing. We didn't see the humor - it's now about 9:30 p.m. and we've been held hostage in our home for ELEVEN AND A HALF hours for a simple repair! My husband told him that we've waited patiently all day for the repair - only not to have a dishwasher that we could use and that he didn't see the humor in the situation. My husband told him to get out of our house. Dan challenged my husband to hit him. I opened the door and told him to get out. We have been dealing with their so-called customer service for over a month - no dishwasher and damaged wood floors. They finally sent another tech out to diagnose the problem. Seems Dan's leftover parts were the seal and clamps. The tech told us that because Dan failed to install the seal and clamps when he turned on the dishwasher, water infiltrated and compromised the electrical components and rendered it a fire hazard. Dan ruined my dishwasher beyond repair! To add injury to insult - their customer service department (which we continually had to call due to non-response from them) told my husband today that the resolution to our damages would only be a refund of our $350.00 and that we should file a claim with our homeowners insurance for replacement. UNBELIEVABLE! STAY CLEAR OF THIS COMPANY AND MAKE SURE THAT WHEN YOU GET READY TO PURCHASE AN APPLIANCE THEY ARE NOT UTILIZED TO PERFORM ANY WARRATY REPAIRS. We will be filing a complaint with the California Bureau of Appliance Repair, the BBB and if necessary a lawsuit.
Dear ytspyder,
My name is Scott and I'm with the A&E Cares Escalations team. I found your post here and wanted to reach out to offer help. I'm terribly sorry to hear of the trouble you encountered with your service appoint & all the communication failures. This is not only unacceptable, but I'm sure nothing short of frustrating and stressful. Although our tech's routes are full, as we do service nationwide, there is no excuse for failing to communicate delays, etc. Our techs cannot leave an appointment in the middle of repair to make the next call on the schedule. We wouldn't do that to you or any of our customers. This is by no means an excuse, just an explanation. We'd like to help. 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 dishwasher is listed under and we will contact you directly. In addition please include your screen name (ytspyder) in your email so we can reference to your posting.
Thank you,
Scott J.
A&E Cares