TEXAS -- I have had the misfortune of having purchased problematic appliances made by Maytag/Jenn-Air. My misfortune has increased exponentially after having been exposed to the unprofessional service staff your company has employed to represent the ideals of customer satisfaction.
Approximately 1 week ago I made a call to A&E for service on my dishwasher and was given the first appointment for 8/2/08, between the hours of 8 am and 5 pm. I was not thrilled with either the one week wait, nor the breadth of the time frame, considering that the first of my two days off from work would be engaged waiting for your technician, but helplessly accepted the appointment.
From morning into afternoon, we anxiously waited for your technician to arrive. At 5pm when he hadn't arrived, I called A&E to figure out what time he would be here. Sarah explained that at 10:23 am the technician determined no one was home and he moved on to service the next client. I was baffled by this explanation as my entire family was home all day, having been inconvenienced waiting for this professional to arrive. She said she would send a message to the technician to return my call within the hour.
Livid by the callous misrepresentation that no one was home, I began to rethink my day. At 10:23 am this morning during a thunderstorm, while having breakfast, my phone rang and a man with a heavy accent asked for an unfamiliar name. Without a second thought I quickly informed him he had the wrong number. I checked the caller ID, redialed the number and the person answered the phone “hello?” I asked if this was the A&E tech and he said yes.
At first he denied that he was the technician assigned to fix my dishwasher, but after having posed some irrefutable questions, he admitted that he had called and made the assumption no one was home. He then explained that all his fellow technicians were through for the day and he still had two appointments to complete, so he would not return to fix my dishwasher. He suggested I call for another appointment.
I immediately called and was told by Sarah that I needed to call tomorrow to make another appointment, as my file was still with the technician. I requested the services of a manager and Misty dismissively reiterated similar sentiments. She went on to explain that she could place a note in the employee's file, but there was nothing she could do to resolve the immediacy of my need to have a working dishwasher.
I requested an emergency appointment and was told the company does not engage in that practice. She suggested that I call back at 8 pm to reschedule another appointment, as that was the earliest the technician would send his update to the company. I became even more incensed when I was told the next possible appointment would be six days later on Friday 8/8/08, a day my husband and I work.
Needless to say, I am enraged by the manner in which your company does business. Firstly your technician did not identify himself as an employee of A&E when he called my home. If he had, the occasion would not have arisen for me to write this letter. Secondly, he seemed either manipulative not wanting to leave the warmth of his truck during a thunderstorm to execute his duties, or he was overwhelmed by his workload, so he chose not to service my appliance, or he is grossly inept that he could not figure he was calling the wrong person.
The fact that I have to wait another week for an entire day again is egregious. When customers are inconvenienced in this manner, the company should take onus and extend itself to repair the damage done. The practices demonstrated by your staff, and the ideals of your company does not seem to epitomize customer satisfaction. Conversely, it serves to infuriate your customers.
We pay astronomical amount of monies for the appliances and the service contracts, and to be treated with callous disregard is egregious. Changes should be made to the way in which this business is operated, because it in not customer-friendly and your customers are growing increasingly disenchanted.
TEXAS -- Having bought the 5-year warranty, we regretted it several times while dealing with A&E Factory Service. Officially the worst and rudest organization in the world. I feel sorry for poor technicians working for this monsters above them.
KALAMAZOO -- Over three service calls: Diagnosis was wrong. Wrong parts were ordered. Technician took apart washer before checking if the new parts were correct. Technician install parts which did not fix problem then left without ordering the two parts he said would be needed to fix unit and he "closed the ticket" resulting in another diagnostic appointment before parts could be ordered....EVEN THOUGH the PROBLEM was the SAME. Phone calls to schedule up to supervisor level were a total waste of time, language barrier, excuses, no help or return call to expedite repairs. One month lost to incompetence.
DALLAS, TEXAS -- A&E ordered and attempted to install a new ice maker in my GE fridge. The repair tech was unable to install it properly and had to uninstall it. I called GE who sent their own tech and the exact same replacement part. They installed it and it works great. Despite their incompetence A&E has refused to provide a credit of their charges and they are very difficult to speak with.
RINCON, GEORGIA -- Gave me an appointment, called day before to confirm. No one came or called. I called and they told me he was at my house. Right. Then they said he was on the way. Then they said he would call. None of that happened and the next day when we called they said: 1) we had canceled 2) technician canceled 3) tech came and no one was here (totally false). Horrible. Should not be in business.
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.
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".
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.
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 ** 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 ** had said he was the only one on duty in my area.
Called and got ** 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.
This company has the worst service in the country. If they are in your yellow pages move to the next service company. If you have warranty work and your warranty company suggests A & E tell them NO. Here is why. 1st visit to my house the technician was in the house less than 5 minutes, stated he knew what was wrong and ordered the parts.
2nd visit to replace the first parts. Our appointment was set for 8 am to 12 pm. The technician showed at 7 pm looked at what was ordered and stated they would not fix the problem. He called the technical support of the company to ensure the proper part numbers were ordered. He gave me a list of what would be ordered and sent to the house. He was also upset that he was sent to the other side of Dallas, more than an hour from the appointment he was working, after being within 20 minutes of our house. The parts were received two days after they were ordered.
The 3rd visit appointment was set for a Monday after the parts were received on the previous Thursday. Again the appointment was a 8 am to 12 pm. The appointment was today, and the pattern of scheduling continued. I called at 11:05 am asking if the technician was going to be on time and was given a canned answer read from a book it appeared. The technician showed at 2:30 after my wife had enough and called the company we purchased the refrigerator from for assistance.
After they called the company the technician showed 10 minutes later. The parts were replaced and all was well for a few minutes, but as the technician started to leave the refrigerator stated beeping with an error code. Troubleshooting discovered the wrong part number was ordered, making the tech support guy wrong researching the parts during the last visit. We are now set for the fourth visit after the parts are received. The home store manager that my wife talked to told her, "If you are not the first appointment of the morning give me a call immediately."
I have already given my warranty company an ear full. They have marked my record stating I will not use A & E again. If this is not enought to discorage you from using A & E, look on the web there is more than just this complaint.