WEAVER, ALABAMA -- I had a leak in my dishwasher that was discovered by a local plumber coming from the inlet valve/solenoid where the line first hooks up. It was under warranty so decided to work through Lowe's and they in turn lined up A&E to do the work. It was scheduled for Tuesday Aug 11 2015. The service technician called me that morning saying he would be out between 11Am and 12pm. So I made arrangements to make sure I was home.
Well 4pm comes up and no technician and no call saying anything from anyone. Finally about 4:30pm and a technician finally shows up and says he wasn't originally assigned to do the job. It was put on him later in the day. So not only did the technician show up on time as per their guarantee but also on their page they have another one about calling should the tech be delayed. So two guarantees blown on one day.
Now through no fault of the technician the part was not able to be replaced and I had to get a plumber in to fix a separate problem to before he could affect the repair. I had asked if he could leave the part with me so that it would be here and ready when I could reschedule the repairs. He told me that he could not do that until the dishwasher was fixed and the job completed.
On the 12 of Aug 2015 the plumber having made the repairs I call to reschedule the technician and Lowe's was told the part had to reordered and it would be over a week before the repair could be made. They would not tell Lowe's why so I had Lowe's connect me with them. I was then told the part had to be ordered. This being the same part that was in my house the day before that I had asked to be left here so it would be here.
Now they are saying it would take another week before they could do this and would mail the part to my house for me to hold for the technician. Now what is the difference between me holding that part in the mail and having to wait or holding on the part that was already here and not be inconvenienced and having to wait a week? I asked to speak with a supervisor that I won't named and he just repeated the same thing over and over. When I ask why I have to wait for a part that had already been available after a day's notice and now having to wait for a week I was told that is just the way it works.
I am heated and was heated talking to him and being led in circles. I asked to speak to his boss or the next upper level of management to which he refused to do. I then asked for a number to the main offices he again refused to do so. He told me I had no choice that he was it and I am not allowed to go higher up that he was the main authority and had no boss. He refused to allow me to speak to higher authority. I am so fed up with this lack of concern with the customers that was shown to me and this company should not be treating those with problems and needing their appliances in this manner.
SAN ANTONIO, TEXAS -- I have a Bosch dishwasher that has a known problem; only 2 months old and it won't stay shut. I shared this with Bosch and they suggested I contact A&E to have the warranty work done. A&E came out about 2 weeks later, no phone call prior to showing up, but well within the window I was provided (8am-5pm); he was here at 8:30am or something. The technician didn't have any idea what I told their representative on the phone, and therefore, did not have the part needed to repair the dishwasher that day. He would ship the part to my house and come back in a month to repair the dishwasher.
Today was that day. I took the day off, sat here from 8 am to 5 pm, received no phone call or contact at all. I had to leave shortly after 5 to battle rush hour traffic and pick my daughter up at daycare. Technician "steve" called at 5:40pm, saying he would be at my home by 6, while I was still sitting in the same rush-hour traffic his lack of professionalism caused me to be in. He left me an in-personal preformed sticky that said, "Sorry we missed you, we were here at 6:04; call us (at same 800-number online) to reschedule." I've contacted Bosch to find another repair service as A&E will never come near my home again.
VIRGINIA -- Briefly, used them for a repair needed to my Whirlpool washer. Serviceman was prompt, knowledgeable and did a quick fix, noting the part probably wouldn't last and a more expensive fix would be needed in the future. The part wore out prior to its 90 day warranty so I scheduled repair under the warranty. A different serviceman came and didn't run any diagnostics, was unfamiliar with the machine and finally said I'd have to reschedule. The earliest date was a week later.
Parts were delivered to my home but I was not told what they should be so I couldn't know if I had received the correct parts or all of them. Day of new repair, no one came. Rescheduled for next day, time was changed 4-5 times during day by email, until finally they said someone would be here by 9:15 p.m. When we called it was apparent no one was ever scheduled. We were told to reschedule and it would be another week. We had already paid for the new parts, but the service charge was under warranty, so they put paying customers before us and kept moving us.
As of tonight, my washer has been out of commission for over two weeks and I have to wait another week, possibly getting the runaround again. The supervisor we talked to didn't know who his corporate manager was or their phone number??? I doubt we'll ever get this resolved by this company. Don't use them - they are owned and operated by Sears and that is really the biggest disappointment since Sears used to have the finest rating.
GRAPEVINE, TEXAS -- The pilot light would not stay lit. Over the course of 10 days, they had a technician come out and replace the pilot light. The light again went out. They said they would get someone out in 5 days. I called a real plumber and he came out, cleaned the vent and it was fixed in 10 minutes. A&E refused to discount or refund anything. So I'm out $290. They told me to remove the pilot light and they would pick it up and they would refund me the part! This is the repair center for Sears. I got their phone number off the side of my Whirlpool water heater.
SAN ANTONIO, FLORIDA -- I wish I could give them zero stars. Terrible customer service. They canceled my service call 10 minutes before the technician was at my house. He was literally around the corner when he called to tell me it had been deleted from his schedule. He stated that he was unable to come to my house without the schedule and left the area.
They have almost no availability for scheduling. When I called, I was giving the runaround and transferred to multiple people. I went through two supervisors with no help whatsoever. They never called back when they promised they said they would.
I have gone almost a month without a working freezer because of their incompetence. If I wasn't forced to use them as part of my extended warranty, I would have given up by now. Unfortunately, I am locked in to them and will be forced to suffer.
KALAMAZOO -- Over three service calls: Diagnosis was wrong. Wrong parts were ordered. Technician took apart washer before checking if the new parts were correct. Technician install parts which did not fix problem then left without ordering the two parts he said would be needed to fix unit and he "closed the ticket" resulting in another diagnostic appointment before parts could be ordered....EVEN THOUGH the PROBLEM was the SAME. Phone calls to schedule up to supervisor level were a total waste of time, language barrier, excuses, no help or return call to expedite repairs. One month lost to incompetence.
DALLAS, TEXAS -- A&E ordered and attempted to install a new ice maker in my GE fridge. The repair tech was unable to install it properly and had to uninstall it. I called GE who sent their own tech and the exact same replacement part. They installed it and it works great. Despite their incompetence A&E has refused to provide a credit of their charges and they are very difficult to speak with.
RINCON, GEORGIA -- Gave me an appointment, called day before to confirm. No one came or called. I called and they told me he was at my house. Right. Then they said he was on the way. Then they said he would call. None of that happened and the next day when we called they said: 1) we had canceled 2) technician canceled 3) tech came and no one was here (totally false). Horrible. Should not be in business.
MINNEAPOLIS, MINNESOTA -- I purchased a Bosch dishwasher and an extended warranty two years ago. In the middle of February, the dishwasher, which is located in my rental unit, wasn't completing its cycle. I called the customer service number to set up an appointment.
First, just to set up the appointment I had to answer 101 questions, including if I had tried to troubleshoot the problem. If Googling the issue counts, then yes, I had. It took a week just to get a service tech out, he showed up late, and then he didn't have the correct part to fix it. It was a simple issue and he said he could sent the part to me and I'd have the part in a couple days. It's an easy install and I didn't want to wait another week to have another service tech out so I said yes. After a week and no part, I called the company and asked where the part was.
The customer service representative didn't have any information and told me she would have someone call me. 24 hours later, I'm still waiting for the call so I call again and was told the part was delivered on Feb 27. I told them I didn't receive the part and the customer service representative gave me the tracking number for the part and told me to go to my local post office and talk to them. When I asked what would happen after I had spoken to my local post office and they couldn't give me any additional information. I was then told I shouldn't assume they couldn't help me.
During this phone conversation, the original customer service representative that I'd spoke to finally called me back and gave me the number to the Claims Dept. I went to the post office that day and gave them the tracking number and I was told that wasn't a USPS tracking number. I have a UPS Store near my house, so I stopped there to ask if they had any information. The number I'd been given was a UPS number, but was delivered via the USPS. I then called the Claims Dept and told them I didn't have any new information and still no part. The Claims representative told me she would send an email to the "parts dept."
I requested the part be sent to my home instead of my rental unit. I was told they couldn't guarantee that, but would put the request in the message. Another week went by and still no part. I'm watching for the part, as are my tenants, because we don't know if the part is going to show up UPS or USPS or to which address. I call the Claims dept. again and was told the part wasn't ordered because only a "service tech" can do that. I complained that no one communicated that to me and this process was ridiculous.
This was now the second week of March and still no part and no working dishwasher. I told the claim representative going forward I wanted a phone call when the part had been ordered and a phone call when it had shipped and that I wanted to be informed about every step of the process going forward. She said that wouldn't be a problem and said I should have the part by Thursday/Friday (March 20/21st). I then received a phone call from a service tech on Tue, March 18, at 4:30pm confirming my appointment between 8am and 12pm the next day, March 19.
When I called the customer service representative and informed her that this is my rental unit and I need to give my tenants a 24hr notice and I, as a customer, deserve at least a 24hr notice and began to complain about the lack of communication and terrible service. Everything time, I call the customer service number, I get a representative that has a thick accent and is very difficult to understand. This particular customer representative was upset that I was complaining and was angry with me, which made her speech impossible to understand. Finally, I just asked for another representative and was told to have a good day and she hung up on me.
Later that day, I received four messages from the service tech saying they had missed me and to set up another appointment. Apparently, the representative never cancelled the appointment when I had called. The service tech finally reached me while I was at home and I explained the situation that I needed to give my tenants a 24hrs notice. He said that wasn't a problem and we set up a new appointment for Friday, March 21. I told him that I get off work so I'd like an appointment close to 3:30pm and that I needed a call at least 1/2hrs before he showed up so I could leave work, if necessary. He said 3:30pm would work perfect.
It's Friday, March 21, and I'm waiting for a phone call from the service tech. I can't have my phone on me at work, so I'm checking messages every 10-15min. At 2:33pm I see a call from a strange number, but no voice mail, and no one picks up when I call it back. At 3:15 I get a "sorry we missed you" voice mail. I'm livid.
I called the customer service number and complain that the service tech didn't leave a message and asked how I was supposed to know what time he was going to show up. The customer service representative told me he called my number and I didn't pick up. I repeated that he didn't leave a message and how was I to know what time he was going to be there, never mind that he was early to begin with. I told the customer service representative to call the service tech since he has to still be in the area and get him back to my rental unit. She told me she would message him and he would call.
So here I sit, no call, no service tech, no working dishwasher. After speaking to my husband, he said they called and told him what time they would be at the rental unity. Never mind, that I'm the one who has being dealing with these morons and it's my number that I've requested they call not my husband. Awful, awful company to deal with!!
DALLAS, TEXAS -- A&E is not the service company to call! I called A&E (800)905-9505 Service Call Center. The call center is an offshore contractor that handles scheduling repair appointments. I own a 6 year old KitchenAid 47" Side by Side, Built-In Refrigerator, Model KSSC48FMS01. The service call was because the fridge compartment had stopped cooling while the freezer side continued to hold a temperature at 5 degrees Fahrenheit. FYI A&E is Sears. In case you opt to call Sears, you'll get the same company and the same results.
A&E's tech arrived on time for the appointment to diagnose the issues causing the fridge compartment to not cool. The end result and diagnosis was a failed electronic board that caused the evaporator fan motor to also fail. A&E required payment for all parts in advance and a charge to my credit card totaling $406.48. Charged in advance for labor is unbelievable!
A noteworthy issue regarding KitchenAid, Whirlpool, Maytag and JennAir appliances are too often not available. They are the same company. In this case the electronic control board had to be removed and shipped off for refurbishment. I will not purchase a product brand in this group again. They should be bankrupt and here they are very close to the tipping point. I have had the same experience with parts for a KitchenAid oven and JennAir.
Back to the issue with A&E. The tech charged the $406.48 made a return appointment in 11 days and left. In the mean time 2 parts arrived via FedEx a refurbished board and an evaporator fan motor. A&E called to confirm the appointment and to verify the repair parts had arrived which is actually a recording telling me to call and confirm all parts had arrived. I was out of town and never heard either messages until late Sunday. Monday morning at 7 AM I called A&E 800 Customer Service.
They asked if parts had arrived. I said yes. But these shipped via FedEx so why didn't A&E track the parts? After all THEY are the people that ordered them and they know what is supposed to deliver. I didn't. All the same I called at 7AM to my appointment between 8-12 Monday AM was still scheduled and that 2 parts had arrived the week prior.. At 12:15 the tech had not arrive. I'd received no call and I call the 800 offshore service center. The CSR was no help and told me the appointment had been cancelled because there was no confirmation of the parts being received. I explained calmly and very courteously that I confirmed the parts were here at 7AM.
The CSR said my appointment had to be reschedule for the next day. I told her it was not acceptable and asked to speak with a representative in the Dallas Service Dispatch office. The CSR refused to provide a local Dallas number which I could call to resolve the issue instead of having to put aside a 2nd day waiting on an A&E tech to arrive. With a policy for charging in advance there was no way I was willing to accept an appointment rescheduling especially because they tried to say I hadn't confirm information they already have access to.
With a calm voice I politely informed the CSR this was not acceptable and I was very unhappy. She provided an obligatory apology that we know provides no benefit. Who cares if they apologize? Answer: no one cares. After her apology I told her twice again, it was not acceptable and I was not happy. She offered nothing more. For the 3rd and last time I repeated it was not satisfactory, that I was not happy at this point the CSR was speaking under her breath. Whatever it was she was saying I'm sure it wasn't "Let me see how I may resolve this." End of call....
My next call was to Visa to initiate a dispute for the charge of $406.48. I reached level 2 with the Visa reps and was asked to discuss the details. The representative agreed but wanted to see if we could resolve the issue before processing the dispute and I agreed to try. In less than a minute the Visa rep used Angie's List to search and find the A&E Dallas Service Dispatch tel#.
I put the Visa representative on hold, called the number and spoke to an A&E Dallas person. She apologized and said they were behind because my tech was sick and asked me to hold. Hmmmm that sounded like BS which was confirmed when she came back and said the appointment was cancelled because (I love this) they didn't have confirmation the repair parts arrived.
End of story: I informed A&E Dallas Dispatch that I'd called 800 Customer service at 7AM and confirmed "parts are here". BTW how was I supposed to know what parts were supposed to deliver? Dallas Dispatch apologize but this apology came an acceptable solution. A&E's tech would be here at 2PM today. Right now it's 1:59. The doorbell or telephone has been rung since I hung up. Here is undeniable proof of how poor the service from A&E is.
I explained in detail how 800 Service Center was unable to communicate in real time with A&E Dallas Dispatch. The Dallas dispatch trouble shooter answered, "Yes, Mr. **", I've heard this "million" times. Like Bill Engvall says... Here's your sign. I called A&E Dallas Dispatch. They say 2:30 now. A&E provides very poor service.
and A&E over charges. If A&E service was free, even at that price, it still might not be worth the cost. :)
My name is David and I am a member of our A&E Solutions team. I saw your comment and wanted to reach out to you to offer our assistance. We are very sorry to see that you are having such a frustrating experience with your refrigerator. We certainly can see why you are so disappointed and upset over what has occurred with your service. If you would like, we would be happy to contact you directly to discuss this situation and assist in addressing your concerns. At your convenience please contact our office at AEservice@aefactoryservice.com. In the email please provide us with a contact number and the phone number the service is listed under and we will contact you directly. In addition please include your screen name (ppswinc) in your email for reference to your issue.
A&E Solutions Team