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.
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.
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.
TEXAS -- Having bought the 5-year warranty, we regretted it several times while dealing with A&E Factory Service. Officially the worst and rudest organization in the world. I feel sorry for poor technicians working for this monsters above them.
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.
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.
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!!
NASHVILLE, TENNESSEE -- I have posted my complaints on several sites. I just hate it that this company is contracted by the big appliances companies because they don't deserve to be in business. My saga with A&E began when our Jenn-Air microwave shorted out (out of warranty of course). I called Jenn-Air and they sent me to A&E. Made appt. and in two weeks tech shows up for repair. Let me preface this by saying the microwave is at our 2nd home, which is a 90 min. drive each way from Nashville. This company gives a window of 8am - 5pm, so appt. day is basically shot for me.
Tech walks in and looks at microwave and doesn't even know how to get it out of wall space. He asked my husband to help him and at that point he admitted that he didn't know how to work on Jenn-Air. I called A&E and they rescheduled appt #2 for two weeks later. I requested said tech not be sent back as he was incompetent with appliance.
Appt. 2 rolls around, new tech shows up, diagnosis problem and orders part, which I have to pay for as well as service call upfront - $129 + $16 parts. We scheduled #3 for two weeks later. Appt. day comes and I get a call about 2pm and it is the first incompetent tech saying he's on his way. I asked if he now knew how to work on appliance and he said no. I told him not to come and called A&E again to ask why he was sent when I requested he not, and schedule appt. #4 for two weeks later.
Appt. #4 rolls around, I wait all day and get a call about 2 pm saying the tech had hit a deer and would have to cancel. Reschedule for #5 appt. two weeks later. #5 rolls around, tech shows up and fixes appliance. I asked about the deer accident and he said he was on the safety team and didn't know anything about the accident. I filled out a survey with very low scores and asked that customer service call me regarding this fiasco.
All in I spent 15 hours driving, 5 full days of waiting at second home, hundreds of cell phone minutes used making appts., trying to communicate with non English speaking call center, pleading to be connected to executive offices and endlessly on hold. I waited three weeks for customer service to call me after appt. #5 and finally broke down and called them to ask for reimbursement of service call payment, they only offered $25 which was the icing on this very big, very stressful cake.
Do not use this unprofessional, incompetent, dishonest company if you can help it. I can't believe they continue to be in business with the shoddy and shady way they treat their clients. All shameful, in my humble opinion.
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.