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?
SEATTLE, WASHINGTON -- The blader of my washer got torn and got A & E Factory Service to get it fixed on 4/27. The technical person came and got it fixed and less than a month the right was not put up tight so that came out and I had to call them again; He promptly came and got that also fixed. Then we moved out of the house and last month we rented it out and again the water started to leak; We called up A&E and the same story starts of again but now we have to pay.
Keep away from these guys!
LANSDALE, PENNSYLVANIA -- Our washer tub broke. A&E Service Factory came out and gave me an estimate for the repair....over $1300!! A new washer costs under $900.
Whirlpool helped me with the cost of parts so I scheduled A&E to come out to do the repair. First appointment.....no one showed. Their systems shower appointment was cancelled. Next day, after waiting from 1:00 - 5:00 the prior day and now not getting a call till 3:00, the serviceman called and hung up. He did this three times! I immediately called A&E to tell them that I am at home waiting for the tech but already the appointment was cancelled with a note "NO ANSWER....CUSTOMER NEEDS TO RESCHEDULE". When I again tried to call Customer Service, I was put on hold for 20 minutes then the call was disconnected!!!
I would NEVER recommend the company and I will never be using them again!!!
DALLAS, TEXAS -- Maytag gave me A&E' Factory Services number, so I thought they would be reputable. I could not have been more wrong. A&E Factory Service is a terrible company!
I was schedule to be technician #398255's first stop of the day at 8AM. 8:20 AM, I get a phone call saying that the technician knocked and my door and I was not home, so he left a note. No such thing happened. (I understand that technician wants to go to a 5th floor apartment, but my building has 2 elevators if he didn't want to used the stairs.) There was no note. The company said I'd be the technician's next stop.
At 9:20 AM, I called to follow up that and was told my window had been moved (without my consent from) 8AM to NOON to 8AM to 5PM. After they tracked down the technician, I was told he said that he was not even in my area on an "big job that would take at least 2 hours." I told them, I had trouble beleving this from a person who would was caught lying about about putting a sticky note on a door.
Customer service was equally difficult to deal with. I was constantly having to provide each agent with the same information I'd given to previous agents even when my call was transferred. Promises to call me back in 15 minutes were not done, so I had to call them back and deal with the whole process over again.
I found A&E Factory Services to be rude, disrespectful, inconsiderate, and liars. I would encourage you do business with somebody else and encourage manufactures like Maytag to no do business with them.