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
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.
HOUSTON, TEXAS -- On Saturday, March 8, 2008 I made a call to A & E Services to repair my Maytag Dryer. I was told I would be charged a $59.00 fee just for sending out a repair man and that they could only come next Saturday, March 15 between the hours of 8 & 12. I accepted this regretfully as I was at a loss on how to fix my dryer and when I called the 1-800 number on my machine, this is where I had been transferred so I assumed this company was a referral of Maytag.
Saturday, the repairman showed up around 11am. He took one look at my dryer, found out it needed a thermal fuse and it would cost me a total of $187.74 for parts, labor, and the initial service call. Out of desperation, I told him just go ahead and fix it and I wrote him the check on the spot. He turned on the dryer. It seemed to work, and he went on his way. I put a load in and before the cycle was even 1/4 the way through it was not working again. Not even 30 minutes had past so I called the service center again, explained the situation and was assured the technician would be out after he finished this next call he had already started on.
After no one had showed up by almost 2pm I called the service center again. I was told the service tech would be paged and he would give us a call back. By 4:12pm we still had not received a call back, not did anyone show so I called the call center again. This time I was told the service tech was going to be paged again and be notified of the situation but he would not be able to come until he had finished his other tickets.
Knowing there were other people out there who also needed this service and should not be inconvenienced like I had been I happily agreed to sit the rest of the afternoon waiting for the tech to finish his other service tickets and then come back to finish what he had attempted to proved me with the first time around. At 6:10pm still no tech and I called and was told that he was off for the rest of the day and I would have to wait until Tuesday, March 18th for him to come back.
I told the "customer service" agent that this was unacceptable, that I had been waiting all day for this tech to show up and fix whatever it was he had done and I was assured each time I had contacted them that he would be out that day. The result was an entire Saturday wasted waiting for someone who was not coming and no one even had the courtesy to call me back and tell me he was not coming. After I asked her (** the "customer service" agent) to contact the service tech and ask him to come out she refused. I asked to speak with her supervisor and after she refused to let me speak with her supervisor at least 6 times I was finally transferred to a "manager", **.
I explained the situation to ** and asked her to contact her tech and ask him to come out and finish the job, after all we had already rendered payment for services we did not receive and it was only courteous to do so. She refused to contact anyone after hours and explained that she just could do it and we would have to wait until Tuesday until he would come back.
After I explained again to her the severity of the situation, (I was schedule to go on a business trip and needed my clothes to be washed and dried before Monday and why would I spend money needlessly at the laundromat when I had already paid her company to perform this service to my dryer so I could take care of my clothes at home with my own appliance) she again refused to help me.
I was not in any way rude, condescending, obnoxious, or threatening in any way to this woman or the agent I spoke to before. I never raised my voice and was actually cordial to both of them while pleading my case and just requesting the service I had been promised and already paid for. She told me the part was faulty not the service and since I had already paid that it was my fault that the dryer did not work again because it was working fine when the tech left.
I thanked her for her time, explained to her that I would be stopping payment on the check and I would be happy to submit payment after the job was complete and she threatened me with their collection agency. I asked her for corporate office information and at first she refused to give it to me but finally did. ** gave me the name ** and the address is 1300 Louis Henna Round Rock, TX 78664.
I thanked her for time and told her I would be contacting the CEO of the company on Monday morning during my business trip and let him know how bad the "customer service" is in Houston and that I would be naming her and ** exclusively, and the technician, ** who would not return the pages to the company following my phone calls of inquiry. She said there was no reason to do that and I should contact someone locally to resolve the situation. I had to actually remind her that I had called the Houston "customer service" line to try to "resolve" the issue to begin with several times throughout the day and I ended up speaking to her after all was said and done.
I again, thanked her for her time, explained to her I am not upset with her or the previous agent, **, and that I just wanted my dryer fixed and then I ended the conversation. After looking on my phone, I was able to obtain the cell phone number of the technician that was sent out because he called me before he came to make sure I was home. I called him 2 times and left a message for him to please call me back. I still have not heard from him or anyone else at the company and my dryer is still not fixed.
Unfortunately, I am not the only victim affected by this company. If you "Google" A&E Factory Service you will be able to see all the others affected by the horrible service by this company. I only wish I had known about this company before I contacted them to "help" me. I hope you are able to notify others so they won't make the same mistake I did.
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