[X]
Feedburner count

A & E Factory Service - Page 3

Star Half star Empty star Empty star Empty star
75 Reviews & Complaints

Most Popular | Newest | More Options >
More filter options:
StarEmpty StarEmpty StarEmpty StarEmpty Star
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.

     
Add reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
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?
     
Add reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
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.
     
Add reply

StarStarStarStarStar
Very pleased with Technician
Posted by Medford1069 on 01/04/2013
MARLTON, NEW JERSEY -- 2 yo washer began "clicking" when agitating. Called for A&E for service. Augustine (the excellent Technician) was running late. We were called by robotcall to inform us of the delay.

Augustine called us about 15 minutes before he arrived to advise us of his pending arrival. When he arrived, he promptly diagnosed and corrected an adjustment problem with the "clutch (my term, not his)".

The key to satisfactory service in the person who shows up. Augustine is competent, well spoken and a good representative for A&E.

     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by trmn8r on 2013-01-05:
Great review.
Close commentsAdd reply

StarStarStarStarStar
Repair report
Posted by M.miller2 on 11/26/2012
I am so delighted with the service!
     
Add reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Washer keeps leaking
Posted by Celes_j on 10/23/2012
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!

     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by A&E Cares on 2012-10-25:
I apologize that you have had so many problems with your washer and that our technicians were unable to get it fixed right for you on the first occurence. I can only imagine what a huge inconvenience this must be for you. We would definitely like to speak with you further and see if we can be of any 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 (washer) is listed under and we will contact you directly. In addition please include your screen name ( celes_j ) in your email for reference to your issue and we do look forward to talking to you soon.

Thank you,

Jay C.
A&E Solutions Team
A&E Cares
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
WORST COMPANY EVER!!!
Posted by Linda23g on 09/06/2012
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!!!
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by A&E Cares on 2012-09-10:
Good afternoon linda23g,

I saw your post today and wanted to reach out to you to offer our assistance. My name is Mike and I am a member of the A&E Solutions team. I am very sorry to see that your repair appointment was not honored. We realize how important your time is and, as such, we do our best to fulfill every service commitment that we schedule. Furthermore, we understand that the poor support that you received when you called us has only served to exacerbate this situation. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to monitor the repair process going forward and ensure that your washer is restored to its proper working order. At your convenience, please send us an e-mail containing your preferred contact information, including the phone number that your service appointment was scheduled under, to AEService@aefactoryservice.com. Also, please include your screen name, (linda23g), for reference to your issue. We look forward to speaking with you soon.

Thank you for your time,

Mike D.
A&E Solutions Team
A&E Cares
Close commentsAdd reply

StarStarStarStarStar
My new Washer was making strange noise
Posted by Pbarker20 on 07/24/2012
My new Kenmore washer was making strange noises. Service guy(Keith)was very prompt and on time. He demonstrated how the washer works. Noise it was making is normal part of agitation. He also helped me with a dryer problem which he didn't have to. Thank You Keith for looking into it though.

     
Add reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Bad service warranty repair
Posted by Bgbuchntr007 on 06/27/2012
Repaired gasket on glass panel of door under warranty. Months later the gasket came out again. A@E will not stand behind repair. Got run around with them and Amana. Do not buy any of Amana's products. Customer service is bad, They can apologize well.
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by Alain on 2012-06-29:
Thank you for warning your fellow consumers about this!
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Worse Company Ever
Posted by Julienil on 06/01/2012
It takes a few apointments to nail the problem and solve it - which take 2-3 weeks to resolve. Customer service is bad.
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by I'll call someone else! on 2012-06-02:

It is owned by Sears. So, umm, yep, it's bad.
Close commentsAdd reply

Top of Page | Next Page >