A & E Factory Service

It has been SEVEN weeks since Sears first was notified of the problem with a Sears Kenmore refrigerator. They have no-showed on FOUR appointments. I've sat here all day and their notification system, consistently pushed back the appointment time and at the end, simply did not show.

Tech came out and misdiagnosed the problem. Ordered $600+ parts that were not needed. 2nd tech came out and actually diagnosed the problem. Parts order and wrong parts returned. 2 weeks now I have been told the part is on B/O. I talked to the parts department personally and the part is in stock. Escalated last Monday to get an answer. Did not hear. Asked today and they said I should have an answer next week. Washing machine has been down for 5 weeks now. I would never work with this company if at all possible.

Terrible, Gave deposit by check for part to be ordered. When part in was told needed a more expensive part. Simple bate and switch. Declined and given receipt for refund. Three months and nine phone calls later have not received . This is not a company you want to do business with. Cannot be trusted, Beware

A&E Factory Service says it is now owned by Sears. My Kenmore Elite dishwasher was purchased about 2 years old at Sears and is covered by a maintenance agreement. It began leaking and created a puddle. I called for Sears service due to the maintenance agreement. It took about a week for them to send a technician. He quickly diagnosed the problem and ordered a new sump and new motor and said the parts would be shipped directly to my home by UPS. He scheduled follow-up service for the next week. The parts came the day before the scheduled service call. The technician who came to complete the repair was Scott, and was a different person from the first technician. He showed me where the leak was occurring and why both parts needed replacement. He was able to do the repair without pulling the dishwasher out from under the cabinet and I was glad because the installed fit is tight with only about 1/4 inch clearance. It took him slightly longer than 30 minutes to do the fix. Scott was very knowledgeable and also pointed out that the installation was unusual and also not correct. (This dishwasher location is not next to the sink but is instead located at a right-hand angle on the adjoining cabinet section. The water and drain connections are made underneath the dishwasher in the unfinished part of the basement below, not under the sink.) The installation was done two years ago by Sears and it replaced an existing dishwasher in the same location. That installation was NOT done by A&E Factory Service--Sears used a different company at that time. That installation had failed to provide an air gap device to keep water from siphoning from the dishwasher. Lack of a proper air gap could result in the water needed for washing or draining being siphoned out and not being sufficient for the wash/rinse. Scott explained that the gurgling sounds in the bottom that occurred when the dishwasher door was opened during a cycle were the indication of siphoning. Although the maintenance agreement did not cover such a fix, he explained how we homeowners could get the part and install it--a relatively simple procedure for DIY in the basement. The total cost of the service performed was valued at about $291. The parts would been about $158 of that.

I had them out 3 different times to look at my dishwasher, and I ended up fixing it myself. They could show a little more interest in fixing the problem.

Everything went very well. The technician had to come out twice, he came out and diagnosed the problem and ordered the part. He was back the following the day to install the part. Everything is functioning properly now.