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A & E Factory Service - Page 2

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75 Reviews & Complaints

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Worst Service Company I Have Ever Dealt With
Posted by Vreichardt on 12/05/2013
I to schedule service on my GE Mono Dishwasher over two weeks ago. They said they would be here between 1-5. No call and no one showed up so I call and ask if they were still coming - she said no! That had too many appointments for today and removed me from the route. Did anyone call or try and reschedule - no, then they proceed to tell me they can come on December 24!
     
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Class Action Needed
Posted by Kimthomason78 on 12/04/2013
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.
     
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Posted by CrazyRedHead on 2013-12-06:
I have had to deal with A and E service on about 4 different occasions for four different appliances over the past 5-6 years and have never had a problem with them. They came, they saw,and they fixed what was needing fixed, and it only took them about 2 weeks overall on each appliance. They were always courteous and respectful due to the fact that I was always home alone with my 5 kids.
Posted by David Barry on 2014-02-08:
Pretty much a similar situation with a washer. Delays, bad parts, misdiagnosis, and poor service calls. One guy told me what was wrong but never looked in the washer. Turns out there was an obvious fire hazard. I will have been out of my washer for at least 12 weeks all total at this point. Sears has quelled my complaints through points, but they never truly addressed the problem through their agent, A and E. The only reason I stick around is appliance is paid for as well as the protection agreement.
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800 Service Call Center Unable To Resolve Appointment No Show
Posted by Ppswinc on 10/21/2013
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. Parts and miscellaneous service list included the following.

Labor
30240H CC Electronic Componets - $27
32110G CC Evaporator - $217
64510E CC Condenser (Clean) - $18

Parts
46 046 CC RFR-CCS 1 - $209.98
46 106 CC W10255195 1 - $90.52

Charged in advance for labor is unbelievable!

A noteworthy issue regarding Kitchen Aid, 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 hear they are very close to the tipping point. I have had the same experience with parts for for a Kitchen Aid 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 as 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 happy. 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 persson. 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 suppose 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 door bell 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. Perry, I've heard this "milllion" times. Like Bill Engvall says...Here's your sign.

I called A&E Dallas Dispatch. They say 230 now.

1) A&E provides very poor service.
and
2) A&E over charges.

If A&E service was free, even at that price, it still might not be worth the cost.

:)
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Company Response on :
ppswinc,

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.

Thank you,

David W.
A&E Solutions Team
A&E Cares
     
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Technician Didn't Even Show Up - Terrible Customer Service
Posted by Katekampen on 09/11/2013
INDEPENDENCE, KENTUCKY -- I was scheduled to have a technician come out from A&E Factory Service to service my washer today, 9/11/13. I took off of work and sat at my house from 12-5pm as instructed. At about 4pm a message popped up on my cell phone. I listened to the message which said that the tech could not find my address (I live on a new street). I called right back to give directions and was told that the technician canceled the call!?! I was redirected to a supervisor who told me that the technician had tried to get in touch with me. I did not have ANY missed calls from him. The supervisor also stated that no tech would be coming out today as it is the tech manager's decision.

I was understandably furious and demanded that someone come out here today as promised. As I said, I took off of work, and I even had my mother come sit at the house while I picked my son up from school. Someone was here ALL day. The supervisor restated that the final decision is that of the tech manager and that they had canceled the service call and that no one would be coming today.

I WILL NEVER use this company, as I am appalled at the absolute lack of customer service, and I will be sure to spread the word that this company is terrible.
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Company Response on :
katekampen,

I saw your post and wanted to reach out to you to offer our assistance. My name is David with the A&E Solutions Team. We apologize for the troubles with the service appointment on your washer. If you would like, we would be happy to contact you directly and assist you in addressing your concerns. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss this with you. In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly. In addition please include your screen name (katekampen) in your email for reference to your issue. We look forward to talking to you soon.

Thank you,

David W.
A&E Solutions Team
A&E Cares
     
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Worst Customer Service Ever. Never Use
Posted by Jembjava on 08/26/2013
MI, MICHIGAN -- Repair person never showed up for appt, A&E calls me and says repairman was on his way. Not even 2 minutes later I got a call from A&E stating repairman was there left a note on my door because he got no answer. I was there and there was no note on my door and I do not know whose house they went to, but it was not mine.

The office continued to argue with me about there repairman being at my house and then hung up on me. I called A&E and have been hung up on 4 times. I called Maytag who recommend them for this warranty work with my fridge and made a complaint about them. Maytag reschedule me with a different company. Never use them worse customer service ever and basically told me I was lying about there repairman not
being there.
     
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Posted by A&E Cares on 2013-09-03:
Jembjava,
Thank you for bringing this matter to our attention. We are sorry for the troubles you have experience with your refrigerator repair. We can only imagine how frustrating and aggravating this situation must have been for you. We would like to speak with you further to see if we can be of assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the refrigerator is listed under and we will contact you directly. In addition please include your screen name (jembjava) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,


Liz R.

A and E Solutions Team

A and E Cares
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Poor Customer Service
Posted by Verandas4 on 07/31/2013
WILMINGTON, NORTH CAROLINA -- My icemaker broke about three weeks ago. I called Assurance who had the warranty on the equipment. They made an appointment with A&E Service. The first appointment was two weeks from the date I called. Two service technicians arrived to fix the ice maker, and said that the water hose was too short and needed to be replaced. They would order the part and it should be here within two to three days. After another week, I called to see what the status was, and was told that the "case" had been closed because the hose was not under warranty. I finally got a plumber and he fixed it the next day. It would have been nice if A&E had told me that the part wasn't under warranty, and have given me an estimate to "repair" the icemaker.

Apparently even the technicians don't know what is, or isn't under warranty - and definitely had difficulty in finding out why no one was communicating with me about the repair, or lack of.
     
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Posted by marilyn jordan on 2013-08-02:
I purchase a Maytag refrigerator in 2012 it leak water for. Week's before I got when that it was a problem, only to see that it damaged my wood flioor. Then had came out for repairs numerous times. Now the ice maker needed replace, and now it's not working again . The manger told me I can't do anything as long they can repair it. What new product needs thses many repairs. Ill calling my attorney
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Terrible Customer Service and Unreliable Service
Posted by Sherrigates on 07/20/2013
We waited for 11 days for the repair technician. She called the day of service and said she did not do repairs only tune ups. So we had to reschedule and they cannot come out for another 14 days. This is ridiculous!!! This was an error on their part and now we have to wait for a total of 25 days for a repair. I will never buy another appliance at Sears!!!
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Company Response on :
Sherrigates,
We apologize for the delays you’ve been experiencing with your service. If you still need assistance with this situation, we would be happy to speak with you and see what can be done to assist. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. 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 (sherrigates) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

David W.
A&E Solutions Team
A&E Cares
     
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No Show for Repair Service
Posted by Amymo86 on 07/07/2013
MIAMI, FLORIDA -- I had an appointment scheduled for 7/6/13 between 8-5. I stayed at home waiting all day. I received a call from their automated 800 number at 2:30 saying that the technician was running behind and probably would be later than my schedule time. No problem. I then received another call of the 800 number at 6:45 saying that no one would be coming for the repair and to call back the same number to reschedule my appointment. Upon calling, I explained to the operator my dilemma. She proceeded to tell me that the next available appointment was 7/15/13. Are you kidding me?

To no fault of my own the repairman didn't show up and I have to wait over a week for someone to come....I don't think so. She told me I could speak to a supervisor if I had a problem with that. So I was transferred to speak to a supervisor. After waiting on hold until 8:30 (mind that I called at 6:45) I hung up because nearly 2 hours on hold is ridiculous. I am now calling today 7/7/13 and have been waiting for nearly an hour to speak to someone. I am a reasonable person but this is beyond horrible service.

The operator should have some kind of authority to help a customer in a situation like this. I had to change around my work schedule to make sure I would be home for the appointment and now I have only one other day that I could have someone come out.
     
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Didn't Bother to Show
Posted by Maryduncan01 on 06/29/2013
FLORIDA -- Home Depot uses A&E Appliance Repair as they are a service center for LG appliance. They were supposed to come out between 8 and 5. I was told that I could call in the morning and get a better estimate of the time they would be there. I called at 8:15, it went to voice mail and I left a message asking them to call me. I called a couple of times during the day and received a "voice mail box full" message (so I assume this was happening to several other people as well). At 4:30, I called the Home Depot and they couldn't reach A&E either.

They made an appointment with another service center for me so I can't tell you if they would have done a good job. The second Home Depot operator I spoke with said that this is not unusual for A&E (not showing and not bothering to call). Why do LG and Home Depot continue to use them? Don't they understand that they are losing customers?
     
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Terrible Customer Service
Posted by Rhonda_cook on 05/27/2013
HOFFMAN ESTATE, ILLINOIS -- First getting a technician to my house was a mess. Window was for 1-5 p. m. on a work day, which required scheduling to be off work. Technician tried to come two hours early but I was working out of town so he set up for next Saturday. Or so he said. At the same time, he reported replacing a part on the day he did not come.

Requested different technician who came during the scheduled time but would have to come back after part was ordered. New appointment set for the next Saturday [so I've burned two work days and two Saturdays}. A&E pushed back that appointment a week because I had requested they not send the first guy. But they didn't tell me. This is where it gets early. I get Denise on the phone with customer service. First she says I should know A&E's policies since they came to my house in 2009 and 2011 and I had no reason to be upset that they had change my appointment -- without telling me. She said the technician would have called on his way -- in a week.

They moved my appointment because the technician I had requested -- the guy against whom I filed a complaint -- was the only one working in my area on that day, Saturday May 18. Bottom line, she said, was I would not get service on that day. But the technician I had requested would come on May 24. On May 24, the first technician came despite my request that he not be sent. That technician said he was not -- in fact -- working on the day even though Denise had said he was the only one on duty in my area. Called and got Denise again. Call lasted less than a minute. I told her how badly I felt she had handled the first call and that I was upset that they had sent the guy I asked they not send. I told her that I wanted to let her know that I would be filing a complaint. Her response was to tell me she could no longer talk to me and that A&E would "NEVER" come to my house again. I asked if she was kidding and she said not and that she was putting it in my file. Then she hung up.

I'm dumbfounded. She either does not have the disposition to be a customer service person, she is having a really bad life and taking it out on others or she needs a great deal of training. I wrote A&E and its parent companies -- Whirlpool and Sears. Wonder if anyone will respond. All I can say is stay away from A&E if this is an example of how much the company values its customers.
     
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