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.
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 handwashing 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.
ATLANTA, GEORGIA -- A&E is the worst repair companies I have ever experience. I have an under the counter ice maker and it took nine visits to complete the repair. 1 tech did not even take the back off the ice maker, he said to buy the cleaning solution first. Another tech went to the wrong subdivision and did not call as instructed. 2 parts were ordered that were not needed and to top it off 1 tech said that there were too wires to hook up and he would rather the previous come back.
They even scheduled an appt for a Saturday and cancel the appointment without notifying me. They are the worst. The unit was leaking and I have a hardwood floor, not the water cause some damage to my floor. I hope I never ever have to deal with them.
OGDEN, UTAH -- On Monday April 25, 2014 I made an appointment to have a technician come out and check my water heater (which is still covered by a warranty). The technician came out on April 27 and determined the problem was the gas valve, he came back on April 28 and replaced the valve. This did not fix the problem. We were then told that the require parts could not be installed until April 30 because the parts had to be ordered. I called the manufacturer on April 25 and the parts are being delivered on April 26.
I contacted A&E, who work on Saturdays, and told them that I was able to get the parts and that they need to have a technician come out on April 26 to finish the job. I was told that they could not make it until April 29. I told them that going 10 days without hot water was unacceptable. They charged me $129 to fix the water heater but it isn't fixed so I cancelled the credit card payment. They then threatened me that the bill would go to collections, I told them that I didn't care. Do not do business with this company.
ANAHEIM, CALIFORNIA -- After an A&E Factory Service technician's second attempt at repairing the water heater's pilot light, we smelled leaking gas. A&E said they could not send anyone out until the next Tuesday, leaving us for four days with a gas leak! I called them seven times in one day to schedule a quicker response. Customer "Service" hung up on me once, and three times put me on hold and went away. My last call was over an hour long, most of which was spent on hold.
The phone staff reads and responds according to a script and are unable to deal with situations outside of their immediate guidelines. No one was able to connect me with a supervisor. When I could not understand one person because of his thick accent, he just hung up.
We apologize for the customer service experience you received when calling in regarding your water heater. My name is David with our A&E Solutions team. If you would like to discuss this experience, we would be happy to contact you directly to discuss this with you and address any other concerns you may have. 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 was listed under and we will contact you directly. In addition please include this screen name (Anonymous463754) that you used to post on another site in your email for reference to your issue. We look forward to talking to you soon.
A&E Solutions Team
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
GRAND RAPIDS, MICHIGAN -- Filed against A&E Factory Service, 3099 28th St SE, Grand Rapids MI 49512-1667. Complaint description: I had A&E come out to my home to repair a dishwasher. The dishwasher was making a grinding noise 1 1/2 hours into the cycle. The repair guy came out and said we needed a new pump. We authorized the pump and he replaced it. Paid $335.77 total for repair. That night we ran the dishwasher. The same thing - 1 1/2 hours into the cycle the washer began grinding. NO CHANGE. I was furious. I called the company and they rescheduled to come back out over a week later.
Meanwhile I had Apex Appliance repair come out and check my dishwasher the next day. They tested the pump and found that it was not NOT BAD. They said they could not figure out what was wrong with the unit and they did not charge me for the visit. I then put a stop payment on the check after finding out the pump was not bad. Then the second service tech from A&E came out a week later and aplogized for the problem. He determined that the dishwasher needed a new circuit board. I said OK. He ordered the circuit board from my home and told me they would settle up on the billing when they returned to install the circuit board.
The circuit board showed up about a week later. I called and rescheduled for the board to be installed. Then a few days later the THIRD tech from A&E showed up to install the board. His name was **. He determined very quickly that the circuit board was likely not the problem. He said that he could install the board but that it would not make a difference. He said that the drain on our dishwasher did not have a vent and that the water was siphoning out of the washer when it should be holding water.
I told him that I stopped the check from the original pump repair because the pump was not the problem and I offered to pay for the service call for him to determine the drain problem. He said "that this issue should have been resolved by the last two techs from A&E and he would go back to the office to tell them both what the problem was." He also said he was not going to collect for the service call because that it should have been diagnosed the first time a tech was thereby them and that we had waited long enough to have this resolved. He took both the pump and the circuit board back with him and I thought the whole matter was resolved.
That night I installed the vent in the dishwasher drain line and ran the dishwasher and wallah! NO MORE GRINDING! Problem solved!! Now, I am getting collection calls everyday from TRS recovery trying to collect on the stop payment check. Everyday two and three times a day!!! I had called A&E multiple times and they would not call me back to resolve. The collection company won't drop the issue unless A&E drops the issue. I feel that being charged for a repair that was not needed is consumer fraud. I feel that I am also being harassed by a collection company that has no business in this matter. I don't know what else to do.
Your desired resolution: I would like the A&E to follow through on what their last technician said he would do. He said that he would take care of this matter and that there would not be any charges. I also would like the collection company to respond by sending me a confirmation that this matter is resolved.