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 hand washing 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 of 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 apt 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
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.
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.
A&E Solutions Team
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 their repairman not being there.
WILMINGTON, NORTH CAROLINA -- My ice maker 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.
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.
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?