A & E Factory Service Consumer Reviews - Page 5

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.

ROUND ROCK, TEXAS. -- A&E sucks. Suck a big lemon. Frigidaire forwarded me to A&E as part of a warranty repair. I never thought I would ever encounter an appliance repair service that is worse than Sears but I found it. The appliance repair man showed up on June 30, 2009. He said I needed a suction line and a compressor. I received the parts on July 6, 2009. I called to schedule service. So far so good. On the day of the scheduled appointment, I called twice in the morning to schedule service. I called again in the afternoon to confirm. By 5:30 pm the technician had not showed.

I called and was told by the customer service reps that the technician had been to my house and had scheduled an emergency part? Go figure. The managers lied through their teeth and told me the technician had been at my house. A & E then told me they were going to express ship the part yesterday, overnight delivery July 10, 2009 to arrive on July 11, 2009 but the part did not arrive and while the technician told me he was going to repair the fridge today July 11, 2009, he has not arrived yet. I did record most of the phone calls I made to A & E. When I told them that it was like exposing vampires to light although they claim they record calls for "coaching"€ purposes.

I even had a customer service representative "yo mama" me which was hilarious. It is amazing what this lying pack of thieves will do. I have been without a refrigerator since before Memorial Day. Today is July 11, 2009. This has been the hottest summer on record. This is cruel and inhumane treatment. Did I mention that this refrigerator is under warranty? No wonder this country is going to the dogs. I have not talked to such a lying pack of thieves since I talked to Countrywide.

CANAL WINCHESTER, OHIO -- Our washing machine is making a very loud noise and when I called the warranty company they told me to call this number and it was to A & E Factory service. They came out and said we had a seal leaking and water was getting into the bearings.

Well, they ordered the part and when it was delivered the tech found out that 2 of the brackets were broken and there was also damage to the bottom of the tub. The tech said if the brackets weren't broken they would put it on. Excuse me, would he have left a tech put something that was damaged on his appliance? I don't think so. Well the tech took it back so he could get credit for it and reordered it and rescheduled the appointment for the following week.

On the following Tuesday someone called from A & E and said the part was on back order. Well, when I called today they started giving me the run around. The another person said they would have to reorder it. In the meantime my husband done some research and found out that there are many different companies that carry the part that I need and it is in stock. So, when I told the lady this who I was talking to at the time she said she would let the parts department know this. When I asked if I could talk to the parts department about the issue she said no I couldn't that she had already sent them the message.

When my husband came home from work he called A & E and see what they would tell him. One person said that it was delivered to our house today at 11:04 A.M. Well excuse me. I was home all day and no one delivered anything. So, this person said she has reordered it. Then he called back a little later and asked about the part and he was told again by another person that it was on back order.

I just feel that I have been lied to all the way around. We paid for the warranty just in case something did go wrong. We bought a 5 year extended warranty and this is the treatment we get. I won't recommend this company to anyone else to use. All I want is for my washer to be fixed and fixed right without any damaged parts. Plus I want it fixed in a reasonable amount of time. That's why I bought the extended warranty in case something did go wrong and it did and now I am having trouble getting it fixed.

BARRINGTON, ILLINOIS -- I purchased a Whirlpool WTW5800 washer in October 2007. It arrived damaged from AMRoyal because of issues in Whirlpool's delivery to them or from them to me. In November 2007 I received a replacement washer. Then my issues started with A&E Service, one of your service contractor. A timeline ensues.

November 2007 – Washer leaks and gets worse as month goes on. December 8, 2007 – A&E technician comes out at about 11:30 (I was given 8 – 12 window). Misdiagnosis of the issue results in the statement “do not fill past half full, Whirlpool has known problem with this washer”. Completes around 12:30. January, February, March 2008 – We take the technician at his word, bemoan Whirlpool quality, and do twice as many loads as before we bought our “new” washer.

March 3, 2008 – My son slips on the wet floor and hits his head on the tile. Enough is enough. Obviously there is another problem and I make another appointment. March 15, 2008 - A&E technician comes out at about 11:45 (I was given 8 – 12 window). Completes around 1:00. Finally, a possible root cause is found. Need to order a part. A&E needs to come out another Saturday.

March 22, 2008 – A&E technician calls around 10:00 to inform us that he will be out a little after noon. At 2:00 PM, I call A&E. Technician is now ill and cannot come out. A&E cannot send anyone else out. I guess overtime is more expensive than good customer service. I ask for a specific time for the next visit, and the Supervisor tells me that the request is impossible to satisfy.

So, I am being asked by A&E to give up four Saturday morning and early afternoons and over 20 hours to have my washer repaired. In few words, just unacceptable customer service. I bought a Whirlpool because I thought the quality would be better. When the quality was not there, I expected that the service would be at least average. Needless to say, my first experiences with both Whirlpool and A&E (most importantly A&E) will lead me unlikely to do business with either of you again. I am truly disappointed in my experience.

LANCASTER, PENNSYLVANIA -- I have been trying for around 3 months to get my Amana gas range repaired- it is 4 years old, it simply does not work. I have had 5 attempted visits by an A@E authorized technician:

1) Around March 15th, 2007, the first technician could not diagnose the problem, and could not put the oven back together; my wife had to show him how to insert screws, and another appointment was rescheduled.

2) The second technician (around May 10th), installed a new control panel but the problem still was not corrected (oven does not work). Another appointment was rescheduled.

3) The third technician came out (around June 5th) and said (again) that the control panel had to be replaced, even though it was brand new. He lost 2 screws trying to put it back together, and said "they were not important."

4) On June 23rd, the fourth technician came out and diagnosed the igniter as the problem. He attempted to install a new one, but after trying to install it, he realized he was trying to install the wrong part. Yet another rescheduled appointment

5) On June 30th, the technician never showed up. I called A&E, and they said my appointment was for between 1pm - 5pm that day. I had witnessed on the prior visit the technician enter his into his computer a time of 8am - 12pm, and he also verbally confirmed that time. I dealt with Brandon at 1-800-905-9505. He had no sympathy and said that I was wrong; he essentially kept saying "too bad" in tone - not verbally - to all my questions. He said that in order to check for a rescheduling, he would have to cancel that day's appointment I said no, just check what is available - he said "no." That meant I may have to wait another week or two just to see what is available.

I asked him to put a rush on this days service - he said "no- they will come when they come." I asked for a manager; he said no one was there. I asked for his name (Brandon) and he refused to give his last name or his work ID number. I kept on insisting for a manager and he kept refusing. He finally said he could schedule someone to call me back with no guarantee of when that would be. I said that was unacceptable.

As I kept on insisting for either a rush on the appointment, or to speak with a manager, he hung up on me. The service provided by A&E, from the start, has been the worst example of customer service I have ever experienced for any product in my life. I am 45 years old.

SEATTLE, WASHINGTON -- I called Maytag Dependability Plus last Monday 4/20. The fridge was warming just like the 1.6 million recalls that Maytag initiated from those manufactured between 2001 and 2004. Mine wasn't on the list so I had to wait until Thursday afternoon (4/23) for A&E Appliance Repair (the sub-contractor) to show up.

Knowing in advance that there was a compressor issue, of course the A&E serviceman came without the part and rescheduled repair for 4/28. That's eight days that will have elapsed without repair from 4/20 to 4/28 and of course everything spoiled. The scam here is that when buying the service contract, Maytag doesn't tell you that their subcontractor's response will NOT be timely. The A&E scam end of it is that they can make two visits and get paid the extra time and labor for a second visit.

I still have no assurance from Maytag Dependability Plus or A&E that they can do the job. Obviously I am not alone complaining about these heartless, gruff employees who couldn't care less about your hard-earned money wasted in spoilage nor the inconvenience caused to a family who cannot store their food.

I called up Whirlpool's extended warranty department, because I wanted to make sure that my only alternative to repairing my appliances covered wasn't A&E. I was informed that they do use A&E, but that I can use any Whirlpool authorized repair service in my area. I replied "Good, because I won't do business with A&E, because it's owned by Sears." Their representative claimed it isn't owned by Sears and that it is or was made up of old Whirlpool technicians. I have read many reviews here saying A&E is owned by Sears. I thought it odd that Whirlpool's representative would claim that it isn't.