ROUND ROCK, TEXAS -- Less than 3 years ago we purchased appliances at Lowe's (washer and dryer). We also purchased the extended warranty offered. On July 2nd, my dryer quit heating so I called the company on the brochure to submit a request for repair. I was told that the next available appointment wasn't until July 12th so I scheduled for the 8-12 time slot. Having a family of 5, I wasn't thrilled with the idea of going so long without a dryer and having to haul my 8 month old BABY to the dirty laundromat but I didn't have any other options..
July 12th, the technician finally shows up at my house shortly before noon. I had to run and pick up my son from swimming lessons and when I returned the tech said that he had figured out the problem - it was indeed the heating element. I thought "well duh" - THEN he proceeds to tell me that he has to order the part!!!! When I questioned him as to why they wouldn't carry the parts with them he said that the "company" doesn't want to spend the money to ship the parts until they know what part they are going to need because if it wasn't the heating element, the "company" would have to spend the money to return the part!
The poor guy probably feared for his life at this point, he said that he "emergency ordered" the part and that it would ship directly to me in 2 days or perhaps 1 week... he didn't know. THEN he told me that the next available appointment in our area wasn't until August 2nd. This would mean that I will be without a dryer for an entire month. Are you kidding me????
He told me that I would have to call the "company" to try to get the date moved up. He also indicated that A&E Factory Service is actually owned by Sears... so on the days he works on a product purchased at Lowe's, he wears his A&E uniform and hands out those business cards, but when he works on Sears items, he wears that uniform/business cards.
After he left, I called the number on the A&E card. Spoke with three different people (repeating my story three times) about my disappointing situation.. the final person being a "manager" at some call center in who-knows-where who basically told me that there was no way to speed up the process, track the part, etc. I mean seriously, these people could not care less. I then find out that the part (remember the "emergency order"?) won't be here until maybe July 20th. Maybe before but no guarantees.... Ugh! I'm so frustrated by this point.
The lady tells me that she can't even schedule my appointment until tomorrow (July 13th) and that I would have to call back then. I asked her if there was a way I could contact her again so that I didn't have to go through the agony of explaining my situation another 5 or 6 times. No of course not. So today (July 13th) I have spent a great portion of my day trying to get somewhere with these crooks. I have called Sears, and then they transferred me to A&E because I'm sure they got tired of listening to me complain and ask such pesky questions about the service I paid for but wasn't getting.... A&E (call center again) was no help either.
Meanwhile, the laundry piles up and I have to make another trip to the laundromat. As I read other reviews about this company I'm just saddened by the fact that we as consumers are being ripped off by these huge companies like Sears and Lowe's. We go there because they offer a better deal than the smaller hometown guy but we end up paying MORE in the long run because these big companies don't CARE about us.
The absurdity of the situation is insane. I have no idea where the technician had to drive from because we live in outstate Minnesota (rural) but how efficient is it for him to have to make this journey TWICE? I'm guessing that it would have been cheaper to pay the shipping for the part and then they'd actually have a slightly-less-offended customer. I really can't say enough about how disappointed I am by this company's service. I should add that in defense of the technician... he was very nice and professional. It's not his fault that these companies have no idea what they are doing.
(To start I have way more disappointment with A&E customer support than I do with the techs that installed the broken tub while being watched and timed by a QC lady. I would never use this service again since they feel no need to correct problems they make.)
Called for service because our front-load washing machine was making noises and is under warranty. A&E shows up a week later and said they needed to order a new half tub & new basket to replace bearings. Parts showed up at my house 3 days later. Called A&E to let them know parts are here and they made us wait almost another week to send the guys out to repair the washer. Day after the techs leave we turn on the washer to find out the thing is dumping water all over the floor. Called A&E again and was told it was just a loose connection they would send a tech out next week to look at it.
I pulled off the front cover to see if it was a loose connection just to find ground wires hanging, they never hooked back up and the side of the NEW half tub they put in had a chunk missing along with big cracks. (No pieces in the washer so it was broke when they installed it.) Called A&E again and told them what the problem was and the lady got very rude and said it was not the techs problem if the parts were broke out of the box. (They installed them & this is no small piece or crack.) They set up another day for 1 week later after I requested a different tech they sent out the same guy again. He looked at the washer said "I'll order more parts" and left again.
Next day we get parts I called A&E again and was told they would send someone out in a week to repair the washer. I then asked the lady why it was that A&E's repair people took my washing machine from making a little noise to not working at all and it's taking them weeks to fix it? Without missing a beat she asked if there was any other appliances I would like them to repair when they came back to fix the washing machine they put broken parts in. I told her I would never use there service again.
I have also called Maytag about this and was told once I purchased the machine it was not Maytag's problem but the warranty service provider's problem. (Spent $1000.00 for a washer that's always broke.) The lady at Maytag told me they make a very good product and when I pointed out the 1,000's of complaints on the Internet I was told "that's just people opinions and has nothing to do with the quality of Maytag".
All I can say is think twice before you ever buy Maytag or use A&E repair. The customer service at both places is just simple pathetic and it makes no since that A&E can install parts that even the customer can see is broken and they don't feel the need to get the issue resolved without taking 2 more weeks to do so.
The newly renovated home I purchased in September, 2009 came equipped with a brand-new Maytag side-by-side stainless steel refrigerator with water & ice dispenser. Several weeks ago, I contacted Maytag to report that the water line to the ice maker was leaking, spreading ice throughout my freezer. Even with the leak, however, the icemaker was working well, producing and dispensing a great deal of ice. The polite customer service representative scheduled me for an appointment with A&E factory service, with an 8-hour service window on a weekday.
I agreed to the appointment and took time off to meet the technician on the date of the appointment. The technician performed the repair and explained that the icemaker was out of alignment, causing the leak. By the next morning, no ice had been made, nor has there for almost three weeks.
Since then, I attempted to call the technician back on the cell phone numerous times and he has not called me back. I spoke daily with A&E customer service to have the technician call me and fix the icemaker. I booked another appointment with the technician agreed to come by my home to check on the problem at my home at 5PM. At 3:53 PM, the technician called me to tell me he was "done" for the day. I told him that I was in my office and that we had agreed, that day, to meet merely one hour from then. He said "well, I'm done so I'll just order another icemaker and bring it over next Saturday" (a week and a half following that date).
I called ** at A&E escalations and complained about the unprofessional nature of the technician, and said that the icemaker had been working before the initial service appointment. A week and a half later, after daily calls with A&E customer service and taking yet another ½ day from work, the original technician (against my request) was sent to my home and changed out the icemaker which has still not produced any ice.
They then called to say I was scheduled between 8 and 5 (9 HOURS!!!) the next day for service and despite my numerous requests to respect my busy work schedule (how else does one afford to buy new appliances?), a technician who DID NOT SPEAK ENGLISH called me at 10 AM on a Wednesday to tell me he would be at my home in a few minutes. I was in a meeting and could not run home to accommodate this man, so I had to call back the escalations department in Texas to reschedule for Friday. At the time of my writing this, this simple repair has still not been fixed.
I cannot begin express my displeasure with A&E factory service, who took a relatively routine repair and caused a complete malfunction of an almost brand-new icemaker. Furthermore, I am extremely disappointed with the professionalism and lack of communication displayed by the local unit here in the Philadelphia area in showing less respect then the cable company in scheduling appointments. I suggest everyone refuse to be serviced by A&E when calling Maytag/Whirlpool, so that may be they can stop contracting with these total wastes of space.
FOLLOW-UP: Maytag corporate and I had a long conversation and extended my warranty as well as sending a locally owned company to make the repair this week. They told me that the A&E contract was expiring soon and they may be "nailing their own coffin" (a direct quote). Coincidentally, ** from A&E contacted me through my post on the Complaints Board website soon after my post and said she'd have someone from the local unit call me (something I had requested through their escalation department over 5 times with no response).
Then, someone from A&E (only identifying herself as being from A&E, not giving her name, called from **), proceeded to got my name wrong twice, and proceeded to get in an argument with me as she took exception with my apparently calling her non-English speaking technician "stupid" while on the phone with their escalations department in Texas. She then told me it was good that Maytag assigned another company to perform the job (why would anyone in this economy want to work?) because she didn't want to call me anyway and hung up on me.
In a time where people are out there looking for work and looking to do a quality job, it's a shame that companies like this can get major contracts. Stay away - they are absolutely terrible.
MEMPHIS, TENNESSEE -- This has to be the worst service I have ever experienced. I have a Maytag refrigerator. I recent had both a warranty call as well as a product recall scheduled. The warranty call was scheduled by Maytag who unfortunately uses A&E service. The recall I scheduled through the number given for the Maytag recall. The recall was totally automated and you can not talk to a human and it does not give you a number to call. Both calls were scheduled for the same day. The automated call to confirm the two separate calls was done and confirm to by in the 8 to noon time range.
At one o'clock I called and complained that no one has showed up. The call tech then cancelled the first call and supposedly called the repair person to contact me and put me higher in the later schedule. Two hours later I called again since I had not been contacted. Now they only show the warranty call and try to tell me I was wrong. I again requested to be contacted and still no call. Finally showed up as last run of the day and no parts for the warranty work which show have had a tech follow up call. Next week again and we only got the recall item fixed first 8 hours I waited.
After speaking with customer service @ Whirlpool (the makers of Roper) they set up to have a service technician come out at their cost. This was great. The service tech from A&E came out on Saturday Oct. 13th. Well, he was not a stove guy. He worked on washers. After a couple of calls he was able to determine that it was the element that was bad. The cost of the part was $54... labor to replace $180. Seeing as though it was just a couple of screws & clipping a couple of wires on to the element I could handle this myself. One week later got the part & I installed it. The oven still would not work.
I assumed we just got a bad part so I contacted A&E and they set up for another tech to come out at their cost. On Oct 27th another tech came out and found the problem to be a box, I would assume the "brain" of the stove was burnt out. We did not need the element, however since it was their error the part and labor to replace was no charge. The tech said he would order the part on emergency & rescheduled for himself to come out the following Wednesday. The part did not arrive until Wednesday afternoon so we had to reschedule for the next day. At this point not really a big problem. Thursday comes and they are to be there between 8-12 (large 4 hr window).
At 1:30 my mother gets a call that he is 30 minutes away. She waits. At 2:45 she calls the service department to find out what happened and they tell her she was not on the schedule, she was just being worked in & they do not know what happened to that tech but they will have another tech thereby the name of ** by 5pm.
DALLAS, TEXAS -- I recently scheduled repair service via Whirlpool's website with A&E Factory Service to repair a "new" duet washing machine purchased in December 2007. (The problem is the "SUDS" warning followed by a F35 error code. I did research on the internet to discover the error is caused by a faulty W10156252 Switch, Analog Pressure Sensor.) The service was scheduled for 8 am to 12 pm Monday April 6, 2009. At 11 am I called the 800 number to find out when the technician would arrive as I was anticipating a call from him at the last appointment. The operator had the tech call me back at 11:20 am.
At this time he said he would be here "around 2". He called again at 3:10 pm to say he would be here in 20 minutes. At 4 pm he pulled up in front of my house - he left at 5 pm without making repairs as the part would need to be ordered and take 3 or 4 days... at a cost of $159. I had already asked him at 11:20 am call to be sure he had the part. He said he could come back after he got the part to install it for $315... I asked for a written estimate and he said "we do not do that". It was clearly indicated in my confirmation email when I scheduled service that I would get an estimate.
I told him the price of the part was too expensive and he made a call to a local parts store which had it for $115 and I "could go pick it up. But we won't install it." I have since ordered the part from Amazon for $85.95 and it will arrive in 3-4 days. I will install it myself as it only takes a single screw to replace it. All said and done, I paid $86.17 to have no service provided and my washer is still broken. Perhaps Whirlpool should reconsider recommending A&E Factory Service as it clearly is neither "factory" or "service".
DES MOINES, IOWA -- I am writing this review as I am unable to locate a website for the company itself. This has to be the worst service I have ever experienced. My elderly mother has an electric Roper stove. Approx 5 weeks ago while she was cleaning her oven she burnt her hand. The element was heating up though the oven was off. After speaking with customer service @ Whirlpool (the makers of Roper) they set up to have a service technician come out at their cost. This was great. The service tech from A&E came out on Saturday Oct. 13th. Well, he was not a stove guy. He worked on washers.
After a couple of calls he was able to determine that it was the element that was bad. The cost of the part was $54... labor to replace $180. Seeing as though it was just a couple of screws & clipping a couple of wires on to the element I could handle this myself. One week later got the part & I installed it. The oven still would not work. I assumed we just got a bad part so I contacted A&E and they set up for another tech to come out at their cost. On Oct 27th another tech came out and found the problem to be a box, I would assume the "brain" of the stove was burnt out. We did not need the element, however since it was their error the part and labor to replace was no charge.
The tech said he would order the part on emergency & rescheduled for himself to come out the following Wednesday. The part did not arrive until Wednesday afternoon so we had to reschedule for the next day. At this point not really a big problem. Thursday comes and they are to be there between 8-12 (large 4 hr window). At 1:30 my mother gets a call that he is 30 minutes away. She waits. At 2:45 she calls the service department to find out what happened and they tell her she was not on the schedule, she was just being worked in & they do not know what happened to that tech but they will have another tech there by the name of ** by 5pm.
5 comes and no tech. She calls back and is told there is no tech by that name she would have to reschedule for Saturday. Of course she is upset and hangs up on them. I call within 5 minutes to schedule the appointment for Saturday. They can not do Saturday would have to be Monday November 5th between 8-12. A tech would call before coming and she must answer or they will not come. Well here we are, my mother waiting for a phone call. At 10AM she opens the curtains on her sliding door to find a note that says "sorry we missed you. We were here at 10AM." No phone call to her or myself (I am the one they were to call for now on).
I contact the service center to get the excuse that she was first on his route and they do not call the first appointment. They did not tell us this, if they had I would have told them they need to call because she may not hear anyone knocking on the door. 10am is their first appointment!
Why tell us between 8-12? Well after 3 request for a supervisor I get a "lead". She tells me she will contact the tech who is at his 2nd appointment, though it has only be 10 minutes since he left the note, to see if he could go back after that appointment instead of end of the day. She will call me right back to let me know what she found out. That was 1hr 45 minutes ago. This has to be the worst service company ever!!! What is a person to do?
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 run around 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...
SEATTLE, WASHINGTON -- I had a broken dryer so I scheduled an appointment with them via Sears. First of all, the first appointment available was 2 weeks out. No problem, I scheduled the appointment, they gave me a window from 1-5pm the technician arrived at 6:30pm - 1.5 HRS LATE. Then, he "diagnosed" the problem and he told me it was a bad timer, he orders the timer and it takes 2 weeks for the timer to get home, at this point I had to pay $278.00 USD.
The part arrives, and a few days later the technician arrives to install the part and guess what? The dryer doesn't work. At this point he agreed that he misdiagnosed the first time, I have it in writing if any of you would like to see the receipt. He leaves blaming everything on the low electrical charge. So at the end of a month I still have a broken dryer, I'm down $278.00 USD and he wants to charge me more for the "labor". WHAT??? I requested a refund immediately, so he was only able to refund a portion of the initial amount and I'm still dealing with Sears for the balance of the refund. And yes, my dryer is still broken.
As a customer, this is a nightmare scenario. STAY AWAY FROM THEM, do your homework before scheduling an appointment.
BLOOMINGTON, ILLINOIS -- I was a regular user of A&E Factory Service. They have repaired my appliances 3 different times in the last 3-4 years at a cost of $129 to $200 per visit (depending on the parts needed). I had a 4th appointment setup to repair my Maytag washer and the repair person never showed up. I booked the appointment over the weekend by calling the same 800 number noted above and they setup the appointment on 7/29 from 1 to 5 PM. I called to find out if they were running late and spoke with the customer service (at 800-905-9505).
Rather than apologizing for missing the appointment the person on the phone told me there was no record in their system of an appointment. They said I must not have called them, and I must have called a different company. This was not the case since I keep a record of their repair visits and simply pulled out the A&E receipt whenever I need to contact them. I told this to the person on the phone and they hung up. A&E management, are you reading these complaints? I promptly went on-line, found another repair service in my area and will never call A&E again. You need to do a better job of monitoring your call center operations.
HOUSTON -- Don't waste your time. Scheduled service 1-1/2 weeks in advance for weekend service since I cannot be home during the week due to work. I was told the technician would be at my home between 8:00 and noon. A & E called twice the day before to confirm that I would be at home for the service. I waited until 12:30 Saturday before calling to get an updated time of arrival, believing the technician was just running a little late. When I called, they informed me the technician had called in sick! They couldn't even call to tell me.
I wasted half my day waiting for someone to show up that was never coming. They wanted to reschedule for a weekday which I had already told them wouldn't work because of my work. So, here it is Saturday afternoon and I still have a new Whirlpool washer that doesn't work with no way to get service. Guess I will have to keep hand washing everything I own until I can find a REPUTABLE service company to fix the problem. I bought a Whirlpool thinking it was a good brand. If this is the type of service company they use for their warranty service, I will have to rethink my opinion of the brand.