Preview Review

Next Review

A & E Factory Service Consumer Reviews

Most Popular | Newest | More Options >
More filter options:
Frustrating and Inconvenient
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Replies
Horrible customer service and scheduling
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WARWICK, NEW YORK -- Where do I begin? First off, all these negative reviews, based on experience, I truly believe to be 100% correct. I had to deal with A&E 2 times.
My first time besides the cancelled appointments where I waited for them to show up only to have them not come 3 different times. In-between that time. The first Tech came and diagnosed my brand-new washing machine and determined a leaking gasket, He said he would order it and he rescheduled. The second tech that came never had the part and he told me he didn't know about it even though it was on my first technician's paperwork that we both had. I received a phone call on the day the 3rd tech was coming to my house and I asked him if he had the part (Gasket) He told me he knew nothing about that. After numerous phone calls I had the gasket sent right to my house before the next tech came. When they no showed for the third actually 4th time because the 3rd tech never made it to my house, I called a local appliance repair who replaced the gasket and I disputed the charges on my credit card and won.
So, my first experience 3 tech's, one by phone who never made it to my house. 3 No show appointments which were rescheduled. 6 days of missing work and they never fixed my machine.

Fast forward to today. I called Sears for a warranty repair on my lawn tractor. A chill went up my spine when an A&E van pulled into my driveway. The technician ***** was a really nice guy, he diagnosed my tractor, ordered me a part and scheduled a date for repair. A week before my scheduled appointment my part was at my door step. Ok so far so good. Maybe they changed. I waited the day of the appointment 8-5 and around noon time A&E called and said my technician got into an accident and could not make my appointment. My first thought was this is horrible, I asked if he was alright and they assured me it was a fender bender. This was on a Friday they told me he would be there Monday. Being I just took off of work on Friday I couldn't take off Monday. I asked if I can do another day, They reluctantly scheduled me on a Saturday 2 weeks later. Within the next 4 hours I received phone calls and e mails cancelling my appointment date. 9 that's right no BS NINE different times. Furious I spoke with a supervisor, They could not give me a service date for over a month. I booked a date in September.
Monday morning I'm at work and ***** called me, he said he was on his way to my house. I was shocked I explained to him what had happened. He said he would call me right back which he did. He asked me if I was available on Tuesday. At that point I was not saying no. He told me to ignore any e mails or phone messages from the service dept. Of course, I got a few messages rescheduling me for dates that they couldn't do before.
Tuesday Morning ***** came and repaired my tractor. I mentioned the story about the accident and he didn't have an accident and that was a “standard' excuse. I gave him a nice tip for the repair and coming back.
Besides my Tech who I will not mention so as not to get him reprimanded. There scheduling department are a bunch of A**holes. They will give you the standard “I understand your problem” answers, but they don't care and They tend to cancel appointments the day of repair, so beware if your taking off of work. Based on these reviews you can see I'm not the only one. In the future I will have to do research to see if A&E are the service techs for any product I'm buying.

Replies
A&E Factory Service Stood me Up and Ruined my day
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Replies
Inexperienced Technician
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DEATSVILLE, ALABAMA -- Element coming on, although knob was on off. Sears sent A&E Factory Service. Technician installed new switch. When range was plugged in, it tripped circuit breaker. According to technician the new part he installed was defective and it shorted out another burner switch. He had to call two times for assistance. On speaker it sounded as if he were receiving his instructions from another country. He ordered new part (no charge for this he says, as it was not my fault). I paid him $159.00 for service call.

He returned in two weeks and worked on the other switch that was shorted out by the "defective part". He worked about an hour, pulling numerous wires out, reconnecting and plugging the range back in. After tripping the circuit breaker twelve times, I asked him to leave. I felt he was untrained, inexperienced, and I told him a second time to stop working, I was afraid he was going to burn my house down. I told him he didn't know what was wrong, nor did he know how to fix the problem.

When he continued working I called A&E and told them what was going on... Then Boom! I walked back into the kitchen and technician said "Your power cord is fried!" I told him to "Get out, that I should have never placed a service call, that I should have put my money toward a new range".

Guess what? He agreed! I had to go out that evening and purchase a new range. I have spoken to four different representatives from Sears and A&E Factory service. I would like a refund of my initial service cost. They said they would give me $30.00. This is the worst company ever. I will never have another appliance repaired. I would just as soon buy new than have to deal with an unscrupulous company.

Replies
Advertisement
Range Repair
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MACON, GEORGIA -- I called Samsung and they set up A&E to repair my range, I was told they would call me in 2 day to set up a time to come out. After 4 days I called them, The no customer service female that I spoke with was rude. She said it would be another 9 days and hung up on me. I called back and talked to another no service person. This one at least said sorry. And would have someone call me. I gave them the entire problem and what information I had on it. Now one would think with that one would at least attempt to come with the parts that cause such problems.

So the return call Did not Happen. And when they came, No parts. Said they would have to order them, I and my wife were given a date and after a few days I was told the parts were on back order. I waited a day or so and called Samsung. Now Samsung is for the most part at the mercy of the repair folks. But they sent out another company and they called me. I told them what parts were back ordered and even the part numbers.

They were supposed to be here 1 to 5, Came at 7 pm. I called Samsung again, I agreed to let A&E come back, I talked with them and about the original call and told them no reason to come without the parts in hand. They came out and sure enough. No parts were at my house and they did not have them.

I called Samsung and we had a 3 way call with A&E, They said agreed to order the parts and set another day to come out. Today was the day, And a the Tec. called us to give his timeline. I asked if he had the parts as we do not have them. He said he had no history on the service and he would have to come out and then order the parts. I told him to contact his office. 45 min. later he called, Parts on back order.

Now I have lost 4 days of work and 45 days later still no range repair. The parts are available, just not where they get them. I would say that these companies are milking Samsung for service calls. I also think they are being ran by either Mickey Mouse or the 3 Stooges. Calling Samsung next, As my wife says she is not cooking anything until it is repaired, I do not think I cannot eat for another 45 days.

Replies
The Worst Service I've Ever Used
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CLEVELAND, OHIO -- The worst service I have ever received from a company ever. Over priced, no one knows what they are doing at this company. Huge mess. I called regarding a 2 year old refrigerator that was not cooling properly. Repairman came out, barely looked at the fridge, did not take anything apart, and decided it needed a new evaporator cover, $400 to repair and I needed to wait two weeks until my parts could be delivered to my house and for the appointment.

The day before my appointment comes and I realize I have not received the part. I called A&E and they told me the part was delivered somewhere in Cleveland and they don't know where. I have to wait until the day of my appointment and hope the repairman has it. 2 hours into my appointment time slot, I receive a call, my part is at a warehouse in Cleveland and supposedly there's no one there and they can't pick up my part. So, I rescheduled for 5 days later, called the parts department 3 times to try to arrange to get my part somehow, no return phone call. The day before my new appointment I demanded the repairman pick up my part and I get confirmation of this from A&E.

The day of my confirmed appointment comes and goes by. I called A&E and they said I don't have an appointment scheduled today! It is scheduled for the next week, an appointment I didn't make! At this point, I have to cancel the service altogether, they've missed 2 appointments, and have no idea what they're doing. I started all over again with a new company and turns out I need 4 things repaired not just the evaporator cover. So, the repair that A&E wanted to do wouldn't have even fixed my fridge. Oh and by the way, the new company repaired 4 things in my fridge for the same cost that A&E wanted to charge to repair and replace one.

Replies
Avoid this company at all costs
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHARLOTTE, NORTH CAROLINA -- Let me join the chorus of those who have had an awful experience with this company. They were assigned to me by Sears (corporate office, please take note, as this is the LAST company you should hire on your behalf). Although Sears had been paid to install my refrigerator door that was damaged in a move, these jokers demanded additional payment to do the job. Add to that the following: (1) technician was rude and abusive when calling to say when he was scheduled to arrive; (2) technician agreed to speak with his manager and report back to me with a rescheduled time, but instead cancelled the service call; (3) company lied to Sears by saying the technician had attempted to do the install and I wasn't home -- not only was I, but his manager subsequently informed me that the tech had never bothered to come to my place but simply cancelled the work order. Had I the opportunity to review all these horrid reviews, I would never even consider letting these guys on my premises.

Shady, arrogant, rude, deceitful...yup, that pretty much sums up this company. Avoid them at all costs.

Replies
I Have Been Waiting 27 Days for a Part. No-One Can Give Me an Approximate Date for When My Stove Will Be Repaired.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AUSTIN, TEXAS -- After speaking to two Customer Service Reps, I was finally (after being cut off once) allowed to speak to a Supervisor. All I could get out of her is that their company is located in the Philippines -- no address to write to. It is frustrating, to say the least. The way A&E Factory Service is running their business is no way to run a business. I can't believe that Sears is linked with this company. As another customer advised earlier, avoid A& E Factory Service like the plague!!! Their employees behave like robots who cannot get the job done! They will put white hair on your head with their awful service!

Replies
Advertisement
Repair complete with one visit
StarStarStarStarEmpty StarBy -
Rating: 4/51

ALTAMONT, TENNESSEE -- I called GE service on a Tuesday morning, and they arranged an appointment for me for the next day with A&E.
After a little experimenting with the oven on my own, I discovered the problem was a bad door switch. I emailed the woman that had made the appointment, and she assured me she had sent the information on to the technician.
Technician arrived at a little after 8am. I showed him that the oven wasn't working, then showed him how I could make it work. 5 minutes later he confirmed the door switch was the problem. That information was NOT sent to the tech, as I was assured it would be. (Strike one) Repair was also very pricey. (Strike 2)
Luckily, he did have a switch on his truck, and repair was successfully completed in less than an hour.
I'm a happy camper! I had read all these reviews the day bedore and was dreadfully concerned, so when good service is given, then it deserves praise too. A 4 star rating only because of lack of communication between dispatch and technician, and the cost of repair. Those two things could use some much needed improvement.

Replies
Don't Use Them for Repairs
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

Replies
Top of Page | Next Page >

A & E Factory Service Rating:
Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 46 ratings and
100 reviews & complaints.
Contact Information:
A & E Factory Service
1300 Louis Henna Blvd
Round Rock, TX 78665
1-800-905-9505 (ph)
www.aefactoryservice.com
Compare Warranty Services