A&E Factory Services LLC

June 1, 2020. A&E Service tech shows up to diagnose my Kenmore Elite Bottom Freezer error code eR-CF. This was two weeks after I called for service on the refrigerator. He looked at the serial number then I gave him the history of events. He did nothing but get the serial number , which I had provided to the service call in center. He did not remove the compressor cover or check voltages etc. He determined it was the compressor fan due to the code. He did not check the main board either. Then he told us how much the unit would cost to repair. For today’s visit and ordering in the fan which we are supposed to receive in about 1 week and setting an appointment for May 19, 2020 yes, another 2 weeks! I asked why, since I had provided the serial number and error code, why they could not have brought a fan and or motor with them and he said I cant carry everything on my van. That is a lame excuse. A refrigerator showing a code should have prepared them to send a fan along. I had to pay 109 for the call today and 75.00 for a bare bones fan motor and blade. So as of now, I am out 184.00. The service tech NEVER checked a thing except serial number and removed the back cover and said this will be a tough one and when he comes back to install the fan my total bill will be a little over 500.00! HE never checked voltages as required, or anything for the 109.00! FOR A FREAKING FAN motor that costs about 40.00 on ebay. He then focused on attempting to sell me a whole house appliance warranty for 60.00cper month. Seems he thinks money is no object. So, the fan and motor arrived yesterday 6/4/20 and my son installed it in about 15 minutes and it has been running perfectly. No more code thrown or refrigerator stopping. I feel he was there to rip us off and I am sure they do this all the time to us consumers. This entire deal is such a bad reflection on Sears and A&E services. Do not buy Kenmore elite or Kenmore anything as they are LG and they are bad also. I wish we could sure them for preying on the consumers. They have lost my business FOREVER…

The provider determined the problem was a broken latch on the door of the microwave. Due to the design of the appliance, the entire door needed to be replaced. When the provider communicated this to the warranty company, they declined the claim indicating that a 'structural' problem was not covered. In my opinion, the provider did not work on my behalf to clarify why the entire door needed to be replaced. Instead he offered to perform the repair 'off warranty' for an exorbitant price. I have filed a complaint with the BBB against the warranty company.

I would not use them again if I can help it. It was one of the worst experiences we have ever had. It was the servicing of an icemaker on a Samsung refrigerator unit, and there was nothing but confusion with the date of service and we were stood up and we had to wait all day when they finally did say they were coming. It was not a good experience.

A&E came at the recommendation of another appliance repair vendor who didn't service my particular model of refrigerator. I made the appointment online, had two experienced techs at my house within 3 hours of making the appointment, and they quickly diagnosed and repaired the problem. A&E seems to be an arm of Sears Home Services. Based on past experiences with Sears, I likely would not have called them had I known that before making the appointment (I found out when I made out my check). So I guess I'm very pleasantly surprised and would call them again for a similar issue.

I have a down draft vent that's part of my inner island cook top and it would work intermittently. It would go up but it wouldn't come down or it would go up and stick and stop so it like there was an electrical short in it or something. That's why I called A&A. I think they're price is high because I found the part they ordered was shipped to me to hold until they could come back and fix my down draft vent for a third of what they charged me. They worked through a call center and the call center people are not native English-speaking persons. They work from a script. They have not screwed up anything yet. They are unresponsive and overpriced. The little guy that came out was very nice and professional.

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Samsung washer is 2 years old A&E where out 6 times to order and put parts on  were on time and very professional we had no problems with A&E  just with Samsung warranty replacement parts. We purchased anpther washer it took so long for samsung to send right parts.over 8 weeks,but finnally A&E keep at repairing the washer.

The work was fine but I had to provide all of the cleaning supplies. His hygiene was very unprofessional. He looked like a homeless guy. The technician was Greg and his id# is 0002438.

This started in 2013. I purchased a washer and dryer with a service warranty.  We had a problem and we called A & E Factory Services. We were getting spots in our clothing. Appeared could be bleach spots. We have probably lost about $400 in clothing. I made an appointment but had to cancel due to family death. They called back and said they were going to be out on the date that I had cancelled. Then on the day of the funeral they called and said they were 15 minutes away. The Mrs. hung up since we were at the funeral. Weeks later I called and set up the service date. The guy came out opened the lid and took a dime out and said there is no way the washer would do that. He went to leave and I caught up with him. He then explained there is no way this can happen. He said it is just a bad washer and there is nothing he can do about it. I called A&E at the corporate office and made another appointment on Oct 6 1-5:00. It is now October 15th and yesterday I received a dunn.  I was being invoiced for  for 75.00 for cleaning the washer which they didn't even do. So I called them again and said why didn't you show up on Oct 6? I still don't have a washer I can use without clothes being ruined. A&E is the only company that services this area and I don't want them back to my house.  I have an appointment for sometime in November but I am going to cancel it.

They guy had to come back a second time because the problem was not solved. I would not recommend them. They are expensive.

On June 6 we noticed that our ice machine in our refrigerator was not working so we called A&E Factory Service for an appointment to repair this unit, we were told they would come out on June 12 mid-day.  On June 12 they called us at 4:30 and said they would not be able to make the appointment because we close at 5:00 pm.  We called on June 13 to make another appointment and they said they could not come out until June 19.  On June 19 the repairman came out and said he fixed the unit and we paid him $206.00 for the repair, but by June 20 we still had no ice.  A different repairman came out and he determined that we needed a new water valve for the unit and he ordered it, but said it would not be in for a week. On June 27 the repairman came out and installed the water valve and told us we would have ice later on that evening.  On June 30 we came in to work and we still have no ice so we called A&E again and now they are saying they can't come out to us until July 7 to "fix it."

We were very pleased with the service. Alex was our serviceman. Since the refrigerator was still under warranty, we had to call the company who sold the warranty and then they made the appointment, which was able to be made for that day, which was fortunate since the refrigerator had no power at all and the freezer was full of food. I called about 11 in the morning. Alex called us around 12:30 to let us know that he would come between 4:00 and 5:00. He arrived promptly at 4:05, was cheerful, went right to the refrigerator, pulled it out, checked the outlet first to be certain it was not an electrical problem, then after removing a panel from the back of the refrigerator, was able to quickly determine the problem. It needed a new part which he did not have with him, but explained that he would go get it, which he did, then returned and replaced the part, which solved the problem. I would definitely call A&E Factory Services LLC again.

I used them last Thursday. Three different people came. They were polite and on time. The price was reasonable and they were efficient. I would hire them again.

We were told to wait 24 hours before using the washer. 
When we did try to use the washer the next day, starting the washer repeatedly tripped circuit breaker. We have never had that problem previously. Our home is relatively new and our electrical wiring is fine.
When we called to report the problem, the call center was not helpful at all and told us the earliest they could send someone to follow-up on the problem was next week. When we called a second time to ask that the serviceman return to remedy the problem, the call center operator hung up on the my husband.
It would seem that the electrical problem stems from something relating to the repair of the washer. Instead of trying to help us to resolve the problem, the call center seems to be reading from a script and is uncooperative. 
We have used this company for appliance repair in the past, but I will never call them again. Through no fault of our own, we will be without a washer for several days. At this point, we would prefer to work with a more responsive appliance repair service and would like a refund of at least the service portion of the bill to enable us to pay for someone else to correct the problem.
 

I waited over 4 1/2 hours for a technician to appear, and when I asked about a discount because they were late, I was told that they don't give discounts for lateness.  There seemed to be a lack of understanding about the value of my time and my waiting for them for hours.  I was required to use them by my home warranty policy, but will certainly not call them again.

Calling to schedule the service call took too long (almost 20 minutes on the phone) and the representative I spoke with was hard to communicate with.  This made me a little worried about the type of service I would receive from the company overall.  
The repair person, Dennis, called 10 minutes before his arrival to let me know to expect him.  He came in the middle of the service window.  He was very professional.  He figured out the problem with my oven quickly.  I was trying to work with my home warranty company to have the repair covered and he took care of that for me.  He had the part he needed for the repair in his truck and was able to repair my oven completely during his visit.  Overall, it only took 30 minutes or so and my oven works perfectly now.  Dennis was very professional, efficient and friendly.  I was very happy with the service call overall.  

It went very well.  He called ahead of time to let me know when he'd be here, arrived on time, examined the unit using the appropiate test gear, correctly diagnosed the problem, and had the right replacement part on his truck.

I bought a Maytag frontloader washer through HomeDepot 11/2010. The washer is on an extended warrenty now. In November of 2011 the bearings were bad. A & E totally rebuilt the washer. 10/2011 the washer was having the same issue. Every trip from A & E requires me to take a full day off of work as they don't work on Saturdays and require you to allow at least 1/2 day. It took them three appointments to just diagnose the washer. On the fourth appointment the repair man showed up one hour past the window they said they would come. While he was repairing the washer I received a call from A & E saying that the repairman could not come to the house and repair the washer for some reason. I did not tell the dispatch that he was already repairing it. This is just an example of the companie's poor organizational skills and horrible customer service.

The repair men have all been courteous it is the company that is so poorly run. I have tried to call to talk to a supervisor and have been on hold for over 1 hour.  I have had to made many, many calls even to get this far. I am not convinced the washer was repaired correctly even after all of this. Do not use this company.

Still have hollow ice and no filtered water. I will never use them again

The wait was a bit long (over  a week) and they showed up about 30 minutes past the window of time we agreed upon.  They sent two repairmen--one to fix the fridge and one to fix the dishwasher.  The dishwasher repairman did his job and was pleasant.  The fridge repairman had to order parts and then another repairman came almost two weeks later to install them.  The fridge (door not closing) worked correctly for about two weeks and now has the same problem.  The repairmen charged me for costs that they said that the home warranty would not cover.  The indicated that the warranty would cover the rest.  Within a month or so, I started getting bills from A&E for additional costs that the repairmen said would be covered by the warranty.  I would never let A&E back into my home (which is why my fridge still has the problem.)

They were very nasty; I don't care for them.  They mailed the parts to me and when the technician showed up he was unhappy with me that not all the parts he needed were there.  I really didn't feel that he was very professional.

I complained about the first technician and they sent someone else out.  The second technician was good.

I was not happy with that kind of service, I don't feel that the customer should be the one to keep track of parts. The only reason we used them in the first place was because we purchased an extended warranty and they are the ones contracted with that.  I will not use them again.

.The tube of the washer failed even though it had a life time warranty. They sent someone out and denied the claim and I had to take them to small claims court which I eventually won. They just took forever to get it fixed and eveytime I turned around they kept trying to bill me for parts and such even though it was to be covered under warranty. It was awful and they will never be allowed in my home again. It was one of the worst experiences of my life.

They were fairly decent. In terms of price, it was warranty work. If need be, I would use them again for appliance needs.

They took care all of that in one service call. The job done was excellent. They were supposed to be here between 8 &12 as they told me. I got the call from the technician within 15 minutes and he was here by 8'o clock. He got the job done within an hour. All the parts he had on were available on the truck; even when the dishwasher was 15-17 years old. He repaired it no problem and worked perfectly. He was very personable technician. He explained what he was doing and how things work out. It thought it was worth the money.

The experience was horrible. The technician never even opened the machine or turned it on. It was clear he was not here to solve anything. All I got was an explanation that nothing was covered by the Lowe's extended warranty. This was after he tried to level the machine and made it worse and realized it was going to take more work than he was prepared for. He tilted the machine out so far from the wall that the hoses started to spray water on my wall. Amazing that this guy knew nothing about how to fix the problem and recommended ordering new parts that were not needed. He came prepared to fix nothing, didn't even have basic knowledge of the machine and his diagnosis was completely inaccurate. Beware of using A&E for anything. They are incompetent. I would recommend finding a local service expert. Also, the Lowe's extended warranty for large appliances is a complete scam. Buyer beware.