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.
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.
DOWNEY, CALIFORNIA -- In mid-January I called Whirlpool and requested the name and telephone number of an authorized repair service for my two year old Whirlpool Cabrio Automatic Washer (an $1,000. top-of-the-line washer, the one year factory warranty had expired and the lights were flashing, it would not complete a cycle, etc.). Note: I have learned the local neighbor repairmen are not normally trained to service these computerized appliances. Further, the trained technicians don't appear to have much experience since the appliances are fairly new to the market.
I was referred to A&E Factory Service. The first service call was on 1/17/09. The technician was friendly, had his laptop and all the impressive toys. After inspecting the washer, attempting to run a cycle, reading the manual, calling his in-house technician, he determined it needed a new interface control board ($337 part and labor). He ordered the part to be delivered to my home and scheduled a return visit to install the part. (I also signed up for a 3-year extended warranty after his scary stories of all the things that could go wrong with the appliance = $172, it would not become effective until after the machine was repaired)
Within 4 days a $414 charge was billed against my Vista, balance due upon repair. Upon A&E Service's return visit on 1/27/09 I notified their technician I wanted to keep the part he was going to remove and replace. He said "they" want the part returned. I asked who "they" were. He hesitated and responded, "Whirlpool." I stated, I paid for the part when I purchased the machine. If "they" want it back, "they" can make me an offer. He said he would check his computer he see if the part was required to be returned. We didn't discuss the return of the part again.
He installed the part, there was no improvement in the machine's operation. The technician then determined the initial part was not the problem, rather a part costing more than twice as much was required. I was not willing to invest $557.49 (part and labor) in a two year old washer which is not extensively used (it's only a two person household). I expressed my concern to the technician. He subsequently called his supervisor. A refund of $344.32 was authorized. I was required to pay for a $70 service call. The technician took all parts and packaging.
I was concerned with the quality of my Whirlpool washer and called Whirlpool on 1/28/09 to express my disappointment that a two year old washer would require a $557.49 repair. I learned the part their authorized dealer (A&E Service) was charging $362.58 (plus $29.91 tax) for listed for $161.81 (if Whirlpool retails the part for $161. I assume their authorized dealers would be able to purchase it at a reduced cost (does that mean, A&E Service marks up their parts over 400%). Whirlpool called A&E Service to confirm the part number I had been given was correct. It was!
I also told Whirlpool about the "they" want the used part back story. The Whirlpool person I spoke to was unaware of the policy. I called A&E Service to further inquire about the cost of the part. The only telephone number I had was the number I used to schedule the service. They could provide NO information. I called directory assistance and requested a number based on the business card given to me by the technician - no number was listed. I requested a number based on the address on their receipts - no number was listed. They didn't exist!
I called Whirlpool back and requested the number they had used to verify the part number. On 1/28/09 using the new number I spoke to a couple of people and finally to **, supervisor (**), to no avail. She said she would request a customer relations representative call me (I never received a call back so I still don't know if the price was a mistake or if they inflated the price because I had purchased an extended warranty and they knew this was their last chance for three years to get more money from me. I can't get anyone to discuss the situation with me). During my conversation with **, she did confirm a refund of $344.32 was being processed.
I called again in early February to confirm the refund was being processed - it was confirmed. On 2/25/09 I called A&E Service and ** confirmed the refund was being processed. She did say the hold-up may be that I never called to give them my credit card number. I responded I had given my credit card to their technician on 1/17/09 and 1/27/09, there had been no delay in billing the initial $414.32, how would I know I had to call? They must have the number and if they didn't, why wasn't the number requested in earlier conversations or why didn't they call me? She said she would request a Billing Department representative call me.
On 2/26/09 I spoke to **, A&E Service, Billing Dept. (**). She requested my Visa number. I asked all the "why" questions again, to no avail. I gave her the number and she stated the credit may be posted as early as 2/28/09 to my Visa account. On 3/3/09, after no action from A&E Service, I filed a billing dispute with Visa against A&E Service. A&E Service finally credited my account on 3/6/09 (38 days after the refund was authorized, after several calls initiated by me and I don't know if Visa took any action - Visa's policy allows merchants to take up to 30 days to credit a customer after the refund is authorized).
Good News: When I initially called Whirlpool, they immediately offered me the needed part 50% off their list price (approximately $80 with a no return policy). They were very helpful and courteous to work with. I requested additional authorized service dealers in my area. I was given Dockstader Service, Whittier, CA (562-696-1184). I called and requested the price of a control board.
I was quoted $161.81 - great, an honest repair service! He asked how I knew that was the part I needed. I shared my story. He suggested I obtain the part from Whirlpool at a lesser price and he would come out and install the part for just the cost of the service call $74 since it would only take minutes to install. I called Whirlpool back and after talking to several persons, I was transferred to **, Consumer Relations. I explained my experience with their authorized dealer, A&E Service who I considered a Whirlpool representative since they referred me to them. The fact I had paid $70 and still had a non-functional two year old top-of-the-line washer.
The first part A&E Service said I needed didn't work - how did I know their second suggested part would work, if I paid $80 to Whirlpool for the non-refundable second part and $74 to have it installed, I could be out $224 and still need a new washer. I requested Whirlpool to give me the control board at no cost based on my frustration level and the fact I had spent one complete day on the phone attempting to resolve this situation. ** generously agreed to immediately ship me the part at no cost. I received it within a couple of days. Dockstader Service immediately came out and installed the part for a mere $74. THANK YOU Whirlpool and Dockstader.
LOS ANGELES, CALIFORNIA -- My problems start with buying Maytag products, but ends with their preferred appliance repair company, A&E Factory Service. My complete overall dissatisfaction of how A&E Factory Service treats their customers. Having problems with your appliances is acceptable, their service and attitude towards customers is completely unacceptable behavior. I bought these appliances on Maytag's name alone and though they make a great washers and dryers, their presence in the kitchen appliance department leaves a lot of room for improvement.
I find it in these tough economy times, that Maytag and their preferred service A&E Factory Service (Sears?) can stay in business with the service that they provide. In 2004, I bought all new kitchen appliances from Maytag, right from the beginning the appliances started to break down, mainly with the range and the dishwasher. Somewhere in the range of 3 times each. Dishwasher is now on its 3rd main brain. I now can diagnose the problem better than some of their own techs. I was treated unfairly and rudely, not only by numerous agents, but the supervisors as well. I never wanted anything for free, just wanted them to stand behind your products.
Finally with no help from Maytag, I turned to their “preferred” appliance repair company - A&E Factory Service. I have had nothing but problems with these people and a month later, I am seeking another company to come in and take care of my appliance. Fortunately for me, there are plenty of companies in the appliance business willing to help me out. For this, I am grateful. A&E Factory is now in possession of $158.00 of my money, like a idiot, I paid them up front, thinking they were a reputable business. (Maytag recommended them.) I will try through the court system to get this back.
In closing, buying Maytag has cost me a lot of time, money and frustration. It's not so much about appliances breaking down, it's how their company deals with it. A&E Factory Service is one of the most anti customer service companies I have ever dealt with. Their agents are rude, uncaring, out right lie, never show up for their appointments and from agents, techs, supervisors, just don't give a damn.
What's ironic is after I decided to have someone else come in and fix my problem. A&E Factory Service immediately sent someone over to pick up the part (Maytag had paid for this, not them). The only time I could get them to do something is when it involved their money. I'm still out $158.00! LOL. I would never allow anyone in my house that acted like this. They are bullies and I will deal with them in court. I can only hope for potential new customers, Maytag does the right thing and stand behind their products, but at all cost, stay away from A&E Factory Service, believe me, only head aches and frustration will prevail!!!!