A&E FACTORY SERVICE

The service person came in to repair the refrigerator, it did not seem like he knew what he was doing. He was pounding at ice in the freezer with a screwdriver. He replaced the evaporator fan motor, he said we could use the refrigerator and that it would be at its cool setting within 24 hours. The refrigerator ran for over 24 hours and it is still not at the cool setting. He also sat on my driveway for several minutes after he completed the service which made us feel very uncomfortable. Needless to say I still do not have a working refrigerator and he made it worse than it already was. Bad service, wouldn't recommend.

unknown

If I could give zero stars I absolutely would  Horrible customer service, the techs do not have a clue, the promised times to show up are never accurate, they are always 2 hours late and they completely misrepresent themselves..  Awful!

Good, but scheduling was an issue. It was not the repairman's fault, he had to go where he was scheduled. They were two hours past the time.

The technician came out on March 25 and diagnosed the problem as needing a new wax motor and main control. The parts needed to be ordered. He said he could arrange to have the parts shipped to the company rather that to me (issues with UPS delivery in my building). My credit card was charged $395.00
We scheduled the next repair call for three days later. I took the day off from work. The day before the scheduled follow up call I received a from a service center--outsourced to a country with limited English--saying that the parts were backordered and the appointment would have to be rescheduled. I was told although there wasn't an estimate on when the parts would be in, I needed to set a date otherwise the whole process would be canceled. When I inquired "what if the parts aren't in for the date I select," the response was, "we'll reschedule." So I selected a date two and half weeks out to ensure that the parts would be in plus I had a business trip scheduled. The service rep berated me for not being able to do it sooner.
Yesterday the tech arrived--a different one-without the parts. No one had told him that the parts had been shipped to the company rather than to me. Two hours later he returns with the parts.
He then tells me that the original tech had misdiagnosed my issue and the cost would be an additional $500. I indicated that I was unwilling to spend more money on a 12 year old unit. I requested a refund on the parts. I was told that they would refund my money not by crediting my credit card but by sending me a check because that is their system. So I have wasted nearly a month on this issue. They are holding my money. Never, ever again. The techs were professional but the systems for dealing with customers are not for the customers convenience. Obviously shoddy work all around.

This summer, I had a bad experience with them. My air conditioner, which had been maintained for 15 years by them, broke down. They kept making small corrections to it that wouldn't hold up, so I called them back, and their suggestion to me was to buy some fans. They said they'd try to figure something out, and I finally told them to stop my contract. I got a new air condioner with a new company after this poor experience. I've since begun my contract once more, and the service has been fine. I do not use them for my furnace, hot water heater, humidifier, or air conditioning due to the poor experience, but I did use them to service my dishwasher.

I set up the appointment through the Sears Appliance Repair website, but it's outsourced to these guys.  Appointment was easy to set.  I hate the 4-hour windows, but that's how they do these things.  For the first visit the tech called half an hour before he showed up and arrived as expected.  He initially thought the switch was just out of place, and if I had not checked to be sure the washer worked, he would have gone away thinking it was fixed.  Oops, replacement switch needed, and ordered.  It was expected to arrive in 48 hours and the follow-up visit was scheduled for the day after that.  On the day of the follow up the computer system called at 10 before 8 am, said I was the first appointment and the tech was on his way.  The tech arrived an hour later, and put the switch in in just a few minutes.  Overall a solid B.  My complaint:  the company's automated system called the day before the part arrived and left a message saying it was "important that they talk to me about my service appointment."  I called back, listened to a menu that included no obviously relevant option.  When I finally got through to a human -- in Malaysia or somewhere -- it seemed like they were saying my repair appointment had been cancelled since the part had not yet arrived.  To say the least, this did not make me a happy camper.  I eventually convinced the agent not to cancel my appointment, but it was an unnecessarily confusing part of the experience.

I called the company and they scheduled the appointment right away.  The technician Gene was very nice and professional.  He fixed the problem of the burner and explained very well about why the gas oven could be hot at the top due to the vent and suggested what kind of ovens were better off the problem.

The service was fine, no problem.  The price was average.  Their quality of work was good.  I would use them again in the future if needed. 

The Kitchen Aid  dishwasher we purchased 13 and half months ago recently could not wash the dishes cleanly. I called the manufacture and they agreed to cover both labor and parts and they sent A & E Factory Service to fix the problem. Vladimir from the company came on time. He put on the shoe cover first then correctly diagnosed the problem, which was caused by the debris from the leftover foods. He cleaned out the debris and told us this should do it. It turned out he was right and dishwasher is working  fine.The correct diagnose saved us money to replace the pump, which we were told by repair company previously.

A&E was recommended by a local retailer who sells the Fisher Paykel dishwasher that needed serviced.  A&E had the first service appointment available of the service companies I called.  The service rep. did not arrive during the time-frame given for Saturday mid-day; he arrived late Saturday evening.  He told us the dishwasher would cost over $1000 to repair and suggested it would be more economical to purchase a new one.  Since replacement would be expensive, I called another company for an estimate and they fixed the appliance for a total of $526.61 in less than an hour (they had the parts with them).  The new parts have a five year warranty and the dishwasher functions like new.  I wasn't happy to have paid $75 to A&E to receive advice that turned out to be erroneous or false.  I was happy I sought another opinion.

They were courteous, quick and the performance of the work they had to do was clean and respectful.

See above.

Appeared on schedule, did the work needed, and made a cost-saving suggestion with regard to warranty service that turned out to be helpful. We made a subsequent appointment to fix a refrigerator, but they could not do it for 5 days, so we chose another company.  So I'd say unavailable of prompt service has been the only downside for us.

Technicians seem like nice guys, but the company schedules them *only* in inconveniently long 4 hour blocks (e.g. "between 1:00 and 5:00pm). I cleared my schedule and sat patiently waiting trapped in my house until 4:55pm, when I received a call and was told that the technician now might be there "maybe sometime between 8 and 8:30pm tonight." I asked whether there was any way to get someone sooner, as I had appointments I would myself be charged for cancelling that night. Nobody called me back to say whether this was possible. I called again an hour later and asked again, and was told that someone would be at my house by 8:00. We called again at 8:40, wondering where the tech was. He finally arrived after 9:00pm. He replaced the motor, tested it for a few minutes, left. This morning when I went to use the dryer, the motor screams. I called again to ask them to come and fix it, the soonest they can come back is now Monday. I believe I am owed the cost of labour back for my troubles at this point; the company's billing department is robotically sticking to their script and refusing. I WISH I HAD GONE WITH ABT ELECTRONICS INSTEAD and would 100% recommend to anyone in this area to call ABT (1-888-228-5800) versus going with A&E. I plan to contact Maytag to let them know their service provider doesn't understand the term "customer service."

I had a Kenmore dryer that needed repair but had not had a good experience with Sears so I called A & E. Little did I know they were one and the same company and they sent a Sears repairman. Just something to be aware of if you call this company. I was not happy with the Sears repairman and had to buy a new dryer - not Sears.

I phoned for dryer repair (not heating properly) under warranty and was initially unhappy that under my service contract through Grants Appliances my only service option was A&E Factory Service. I had used A&E about a year ago for dishwasher repair and had a very bad experience with them. But this experience was very positive. My appointment was scheduled for the very next day, the repairman came on time, and the repairman was terrific. Maurice quickly identified the reason for my dryer not heating and made the repair. He also showed me how much lint had accumulated in the base of my dryer and recommended a cleaning, which I had him do. Maurice was very professional, pleasant, and competent.

After checking out some of the Angie's List contractors, I was referred to the Maytag/Whirlpool toll-free number and a customer service representative there referred me to A&E. A&E scheduled a diagnostic call (which was much less expensive than other contractors and would be credited to any repair work) the next morning. They called the evening before and the morning of to narrow the time window. Also, the technician called to say when he would arrive (about 20 minutes late). The technician confirmed that the heating element needed to be replaced. Since he didn't have the part in his truck and couldn't locate one at a local supply store, he placed a rush order with 1-day UPS delivery, and scheduled a service call later in the week to install the part. Well, the part arrived the next day and I called to have the service call moved up a day (which they did). The service tech showed up the next morning and installed the part. A&E was very professional and had amazing customer service from the get go.

I called the number inside the washer for the home improvement store service, and was relieved to hear that a repairman would come in 2 days, on a day when I was already off work! The day rolled around, and the technician called to confirm the appointment window (1-5pm). An hour later, he called to say that another technician had gotten sick, and that we were now last on a list of 12 appointments, and that he'd be here at 6:30. 6:30 came and went, no technician. We called the number, which turned out to be A & E, who the home improvement store contracted to do the work, every hour from then until 9:00pm that night, were repeatedly told that the technician was coming and would call, and he never showed or called. They promised we'd be first on the list the next morning. After 10 phone calls the next day, no technician ever came. The last person I spoke to told me that if I thought negatively, the technician wouldn't call, but if I thought positively, he would! I spent the rest of the day joking about how I was positive the technician was just about to call! I have made appointments with two other services, one of whom will certainly get here before these morons manage to call me back. Thanks a lot to the home improvement store for the referral! Did I mention this is a holiday weekend?

Three weeks after I got my dishwasher I called about a dent; I had just moved and didn't have a chance earlier to get it fixed. A&E sent a guy out to look at it to confirm that there was, indeed, a dent and he ordered a part. He said it would take a week to get the part, and when it arrived I should call to schedule an appointment. So the part came 3 weeks later. During the 3 weeks while I was waiting, A&E called me to set up my appointment 6 times per day, every day. Breakfast, Lunch, Dinner, whenever. They even managed to fill up my answering machine space by themselves one day. I think that constitutes harassment. Finally, the part arrives and I schedule the appointment. They said it would be 2 weeks. They scheduled me for the last Saturday in August, 8am-12pm. That day they never showed up. I called at about 10 to noon and asked what was going on. "You're appointment is next week", she said. Hmmm... next week is September, and my appointment is in August. I told her it was their mistake. Nope, she said, not our mistake, yours. Well, that's just not true. I had an appointment, I kept it, they did not. Regardless, I was set up for the following Saturday, 8am-12pm. They called Friday to "confirm, saying that by-the-way, the guy will probably not be there until 1 or 2. No, I told them, that doesn't work. I have an 8-12 window. Is 4 hours not enough?!?!?! I couldn't be there after 12:00, I had another appointment. So I complained and threatened to call the Better Business Bureau and to write letters to local and national papers warning others about their service. The guy shows up at 10. Funny how that works. He was a nice guy, but boy did he have a lot of bad things to say about A&E, including that every day there are at least 2 appointments that don't get met on time because of over-booking. He also said he's had a problem with every bi-monthly paycheck he's ever gotten in 2 years working there, but anyway... So he gets here and the part is damaged, of course. He says he'll speed order me a part and it'll be here by Tues. or Wed. The part comes Thurs. He also said if I schedule the appointment for Fri, it's more likely the guy will be on time. So today is Friday and I skipped work this morning to be here. He called this morning to say he'll be here at 1, and there's nothing they can do about it. I get paid hourly, so from 9-noon I am not at work and not being paid. I have to leave here at 12:00 to go back to work. I told them I'd be there. Too bad, customer service says. Nothing we can do. This has got to be the worst company in the history of consumerism. I will never use them again for anything. I will not recommend them and I plan to leave my story on any board and with any consumer advocate I can find. PLEASE, IF YOU HAVEN'T ALREADY, DO NOT USE THIS COMPANY!!! Consumers must band together against bad business practice to let them know it is unacceptable and WE WILL NOT HAVE IT!

The technician arrived late for the appointment and was very unfriendly when he arrived. He did not apologize for being late, he seemed annoyed and like the appointment was a real imposition for him. He asked a few curt questions to diagnose the problem and then, when he tested the oven the problem could not be replicated. He then implied that I did not know how to work my appliance properly and that it was "operator error". I asked him if perhaps the problem could be due to another malfunction in the appliance (i.e. igniter, burner, gas line, etc) and he insisted that there was nothing wrong with the oven. He told me the service charge was good for 90 days and that if the problem reoccurred they would come out again free of charge. Overall he was very rude, arrogant and completely unhelpful in diagnosing and addressing the problem.

I called the company repair request line and after entering some information on a computerized phone menu, I was connected to a customer service representative who sounded like she knew what she was doing and who also appeared to be in the USA (good sign!). I called on a Tuesday and was offered a service call appointment on Thursday. They offer their service appointments in blocks, either 8:00pm to Noon, or 1:00pm to 5:00pm in my case. I accepted their offer of 8:00am to Noon. The service representative advised me that they would call me the night before using their computerized phone service and they did. She also advised me that the repairman would try and contact me shortly before he arrived and he did. I got a phone call about 20 minutes before he arrived letting me know. The repairman himself called. When the repairman arrived, he was professional in every way and went to the extra effort of making sure he maintained a clean appearance and professional demeanor. He went right to the task at hand and evaluated the problem which turned out to be a motor and gave me an estimate. He indicated he could fix it on the spot. The estimate was for something like $280. I gave the go ahead and he fixed it. The total charges came in about $233, below the estimate. He was quick about it and I appreciated that. While he was here, he offered to clean the dryer of lint inside; something that the normal homeowner cannot do and the price was very reasonable, about $40.00, so I gave the go ahead for that, too. He cleaned the dryer and I noticed afterwards that the dryer was performing much better. The washer is now working perfectly again and I was very pleased with the service. I did, in fact, get the people with the good reports! When the job was complete, he had a computer with him to enter the charges and run the credit card. Everything was done top notch and professionally and I would certainly consider them again for Maytag washer repair work or dryer repair work. This company appears to have standards and train their people well. My experience was very favorable. I feel I was given very good treatment and I would recommend this company for washer and dryer repair service in the future based on my experience.

Technician was supposed to be here bt 1 & 5pm. Arrived at 7pm. He consulted the owners manual and decided to replace the motor. He ordered the part and we scheduled visit #2 for the following week. A&E then pushed visit #2 back another week saying the parts wouldn't be here in time. However, the parts arrived in time for original appt. Tech was 3.5 hours late for visit #2, replaced the motor and left. DW still didn't work. He came a week later for visit #3 and decided to order a motor and a control board. Again, A&E later rescheduled #3 and then the parts turned out to be on time. On visit #3, he installed the motor and control board. Still didn't work. On visit #4, he called to reschedule 2 hours after he was supposed to be there. Came back a week later. Ordered a new water valve. Came back a week later for visit #5, pulled out the dishwasher & discovered the water line was permanently damaged from one of the many times he had pulled out. We asked him to leave and fixed it ourselves.

Phoned and they were very friendly. Scheduled appointment quickly, arrived on time, work completed timely. Very satisfied with service.

It took FOUR visits to repair the dishwasher. Every technician arrived late. One of the attempts resulted in a flooded kitchen and basement. Now the floor tiles are coming up, and I can smell mold. I have called A&E three times to have someone look at the damage and tell me what will happen, and cannot get a straight answer. I will say the technicians were always polite and professional, as are the phone agents. But the overall service and responsiveness is extremely unsatisfactory. I would not call this company again to fix a broken nail.