A&E Factory Service

No they did not get the job done very bad service

They did not show up on time and then pushed it back an hour. Then they said they would be at my home in 30 minutes. Then after 50 minutes I called the tech to reschedule and he hung up on me. He then showed up an hour and ten minutes later and took a picture of the front of my house stating me were not home and did not reschedule. This company sub contracts for Sears. Horrible company.

I had a torn door gasket on my frontloading washer door and called to have a technician repair it.  I was told that 1) the technician would bring the gasket with him, and 2) that there would be a $79 charge for the visit and that would be applied to the labor charge if I agreed to have the work done.  The technician arrived and did not have the gasket.  He told me that he was not told ahead of time and that's not how they operate.  Another technican had the part but was 45 minutes away on another job and could not get it to us.  The next available appointment was about 10 days out and I did not want to wait that long.  The technician worked on his schedule and was able to fit me in for two days later, which I appreciated.  He ordered the part and it was supposed to arrive the next day.  Before he left I was required to pay in advance for the part and labor.  The invoice showed the $79 as a diagnostic fee (for a problem that I already diagnosed and was obvious with one glance) and it was not applied to the labor as promised.  There was an additional labor charge of $90.  Then the next day I got an automated call telling me that I needed to call them to reschedule the appointment.  I called and was told that it needed to be rescheduled because the part had not arrived yet (it was still early afternoon and UPS delivers her late afternoon, so that conclusion seemed premature).  I told the representative that I wanted a full refund, that there was too much uncertainty as to when the work could be done.  After not getting anywhre, I asked to talke to a supervisor.  The supervisor told me that I needed to call back after the part arrived, and then they would give me a case number and a full refund as well as instructions on how to return the part

So I am now going to contact one of the local applicance services with good reviews, and hopefully get this work done.  I am trusting that A&E will actually provide me with the full refund as promised verbally.  Providing me with the full refund is the one good thing about this experience and accounts for my not giving them a lower rating.  I also expect that the technician would have done a fine job had he been able to do the work.  However, I would not use them again because of the lack of personal customer service, communication issues, and uncertainty in their delivery of services.

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Repairman arrived within quoted time. Took care to cover shoes with booties, diagnosed problem and fixed within 45 minutes.

Repair appointment for my Whirlpool self-cleaning oven was scheduled and confirmed, but when the service person had not arrived within the window of time scheduled. and I had received no call to explain, I called the provider. I was told that the repairman was and quot;running a little behind.and quot; He was actually not going to arrive any sooner than 80 minutes after the 5-hour scheduled window of time. I was told on the phone that and quot;someone should have called you,and quot; which was an understatement, but of course no one had called at all. I was given the option of 1) canceling the service appointment, 2) waiting for the serviceman to get to me (no earlier than after 6:15 PM), or 3) rescheduling for another 5-hour window on some other day. I cancelled, and called another repair company.
My recommendation to others is: AVOID using AE Factory Service. They are difficult to reach by telephone, and do not treat customers with concern or professionalism.

We had major problems getting parts, but the service guy working with us kept up with us until we finally got the right part. He was incredible, and is the only reason they get an A rating. It turned out that the part was a 2-piece part and he helped ensure we had both pieces. Took 2 weeks, but he was here each time until we had the right part, and then he made sure our washer was perfect before leaving. Has run perfectly since.

The technician that comes out is very nice. They always let me know when they can't order parts. They give me the number to call and everything. They schedule when they're gonna come back so I like that.

Refrigeration - We have a GE extended warranty (HomeDepot) on our LG refrigerator. The ice maker failed again, this is the third ice maker in four years. Aand R is the second Service Co. that GE contacted to fix the current problem. The first company was A Appliance Resource who never showed up. By the way this LG refrigerator is junk, I will never buy another LG item.

The tech was referred by Whirlpools warranty department , I emailed them and they called me to set up a date to come out. It took 2 days for a tech to come out and when he did I was told he would have to order the part. He was professional and was in my home about 45 minutes and it cost around $90 to order the part and almost another $75 labor. He suggested getting an extended warranty through a Aand E in case anything else went wrong with the fridge in the future. I purchased this for an additional $ 80 dollars. He told me the part should be in by the weekend and he'd be back out Monday or Tuesday.
I received an automated call telling me to call Aand E about a problem with the part a few days later. I found this very unprofessional and told them I wouldn't respond to another automated call and to have a and quot;realand quot; person call me when my part was in. The next day a woman called and explained the part was on back order and it would be shipped to my home fed ex. The part arrived within a day and I called to set up an appointment. Once again I received an automated call ( very annoying). The next tech was also very professional and took less than 45 minutes to finish the work. I wouldn't use this service again simply because their price seemed very high to replace a $90 part and the fact that an automated service calls you tell you to call them back is very unprofessional. The first tech acted as if this were a common problem, than why wouldn't he have the part on his truck. 2 service calls and almost $400 dollars later. I should have probably just purchased a new fridge.

I contacted Aand E thru Sears to repair my broken 9 year old Kenmore washer. They promptly sent a technician who diagnosed the broken part, repaired it and charged me $425. The washer continued to malfunction exactly as it had previous to the repair. What came next was two weeks of hassle trying to resolve the problem. It took 4 days to get a second technician to come out. It required half a dozen phone calls and 2 additional service technicians to resolve. I never saw or spoke to the same person twice. It was clear that the customer service reps did not effectively communicate with the technicians. It was a nightmare. This company needs serious improvement in its customer service or they should be out of business.

We called them to repair our dish washer. We called them up on a Monday morning they told us they will send someone out later afternoon. That did not happen, they were not able to send someone out until Thursday. When their technician finally came, he did not have the necessary part to repair the dish washer. We ended up buying a new dish washer from Lowes.