A & E FACTORY SERVICE

It was the worst customer service I have ever received in my life.  I hope that no one every uses this company again.  They do not care about their customers at all.
 
They were scheduled to come out to repair my kitchen refrigerator between 8am-12pm.  They still weren't
here after 12pm.  I called and was told to stay by my phone and a
technician would be calling.  Still no call by 1:30pm, so I called again
and got the same response stating that they would call.  By 3:30pm I
called and ask to speak with a supervisor.  I was told that they
over-booked and cancelled my appointment and would reschedule for 12
days later!  I am now without my kitchen refrigerator for over 2 weeks
because they cancelled my appointment!  Tried speaking to more
supervisors to state that I should be a priority, but they would only
put me through to third party people and I was refused further help.

A part under warranty had broken, Kitchen-Aide knew they had problems with that part, but the repairman said they would not fix it until someone got hurt, sued them, and then they would change the part. I said they could replace the inferior part before hand, and save themselves money, and not need to make the various trips needed to fix the dishwasher. Not only the one part was broken, but it also needed another part replaced as well. It took 3 tries to get it fully repaired.

I have used them for repair of a dryer, washer, and dryer again.  When they made the appointment, it was for 8-12N by the repairman (which he said I would be first because he didn't yet have any appointments).  Someone juggled his appointments around so that I wasn't first.  At 12 noon, I called the appt. center (national) and was told he was on his way.  At 2PM, I called and was told that it would be somewhere between 8 and 5.  I told this girl that it was supposed to be 8-12N, and she argued with me telling me that I misunderstood.  As far as the repairman, the service was excellent....the appointment center is quite another story....F!

Excellent. I called on Tuesday and they set an appointment up for 8-12  the next day. The tech called at 8:45 and said he would be here within the half hour. The tech, Steve, showed up within that time. He was very friendly and he also took the time to see if my washer was still under warranty, it was not. (I was pretty sure of that.) He checked out the situation and gave me an exact price which was half of what the previous estimate was. He had it fixed in about an hour and then he tested it to make sure all was good. I was very happy with Steve who was a local tech for A & E. I will definitely use him again when needed.

IWe asked for early monring and got 10:30 am. 
Our washer problem started out as a minor incovenience and ended up not draining at all.  The first time I called "Sears" a repairman came out and could not find a problem  I mentioned the odor and the water stains and the repairman told me to run a cup of bleach with the washer on whitest shites and it every 3 months to take care of the odor.  I specifically asked if my dog's hair could be plugging a drain and was told that the hair would have been pushed through with hot water.  He did not check the filter.  the washer continued to not spin clothes dry.  Three weeks later it stopped draining and I got LD (long drain) and OB (Out of balance) alerts.  I looked on line and saw many reports about that, relating it to plugged drain, by dog hair or bath rug fragments.  We called repair again and explained that the tub was full of water and smelled.  We couldn't get repair for 5 days.  Five days later a repairman came and said we needed a new pump.  He also did not even attempt to check the filter.  Because of other things that we don't like about the washer, we opted not to get it "fixed" the second time.  We found service to be non-responsive and not helpful.  Sears used to be reliable, but I will never buy a Kenmore product again - service is simply terrible.
There was no charge for the second call and they gave us coupons to use for a new Kenmore.....

I called to set up an appointment.  The repair person called enroute (only 6-miles away) and left a message saying he needed the address - even though we gave it when we set up the appointment in the beginning.  Since we didn't get the message in time, he simply went to the next appointment and told us to make another appointment - which we did WITH ANOTHER COMPANY.

Arrived within the 4 hour time window. Problem with the dryer was not fixed on the first visit even though repairman claimed it was. Called to reschedule appointment. Was told it would be 10 more days. I asked to move appoinment up. They did do that but I missed them by about 5 minutes on my way home from work from which I had to take time off to get second repair done (they do not routinely call when they are on their way). They said they would add me to the end of the day. They did not show up and have not called to reschedule.

Two diffident repair people from A & E FACTORY SERVICE came to my home on two different days within one week. Neither one fixed my problem which was a broken icemaker.  Both repair people told me that it was a plumbing problem.  I have an excellent plumber, Pro Plumbing @ 585-224-5091, who proved to me that it was not a plumbing problem, but an interior refrigerator problem.  My plumber told me that I need a new solenoid valve to get the icemaker to function again. The first A&E FACTORY SERVICE repair man charged me $153.36 for the service" call and did nothing but waste my money and time.  The second A&E FACTORY SERVICE repairperson charged me $209.10 for the “service" call and did nothing but waste more of my money and time.  I was ripped off by A & E FACTORY SERVICE their failure to repair my refrigerator and it cost me $362.46, and a lot of aggravation and wasted money and time.

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The ?Sears? repairman (Paul) said the part would need to be ordered (he didn?t have the part on his truck - seems like from other Angie's List reports this is a common problem!), I had to pay for it in full that day, and it would take up to 10 days for the part to be delivered to my home.  Upon receipt of the electronic controller part, I was to call Sears again to schedule a return trip to install the part.  I was NOT happy with A&E Factory Service about the cost or the availability of this part.  Finally, I got the repair completed on 22-Jul (almost a full week without a washer ? and two trips to the local laundromat) by a different technician (Brad from Sears Blue Service Crew Technician ID# 927624).
I contacted Whirlpool via letter on 1-Aug-2011 to voice a complaint about their Cabrio washer and share my story with them.  A week or so later, a customer service representative from Whirlpool telephoned me and told me that Part # W10112113 for my washer model and serial number could be covered for reimbursement (apparently they have had other reports of problems with this part in the Cabrio washer) IF THE SERVICE TECHNICIAN WOULD HAVE DOCUMENTED THE PROBLEM PROPERLY AND INCLUDED THE ERROR CODE IN HIS DOCUMENTATION!   Whirlpool said they could not reimburse me with the receipt that Sears had provided from the repair service call. I called Sears Repair back (1-800-469-4663) and explained the situation and they told me there was nothing they could do about it, the service call was already logged as ?closed? and it could not be reopened.   I was extremely angry about this!  I was out $190 for the part because the inept A&E Service technician did not document his work properly!   I then called Sears Customer Service (Customer Cares) at 1-800 859-0274 to register a complaint about the service technician and see if they could help.  I was transferred to several different people in the Sears Customer Service group and finally talked with ?Tony? who identified himself as a manager in the Texas office.  He was rude and told me there was nothing that could be done to get the service ticket reopened.  At that point I called the Sears Castleton store and spoke with the store manager, Pat (317-579-2813).  She told me she would follow-up with the Sears Service Department and get an answer for me --- but she was going on vacation and Dennis, another store manager, would follow-up in her absence.   A week went by and there was no return call from Dennis or Pat.  I called Pat back and she (nor Dennis) had received a response from Sears Service --- and it was obvious that neither of them had done any additional follow-up during the past week.  My husband and I went to the Sears Castleton Store on 6-Sep-2011 and spoke with Pat in person.  She called Sears Service while we were with her in the store and guaranteed us that someone would call us back within 48 hours.  They told Pat they would track down the Service Technician (Paul ?ID#595223) and see if he could remember the service call and the error code from our 16-Jul-2011 service call (What is the likelihood of that?   It was almost 2 months prior at this point!)  Again, no return call from Sears Repair Service.   I called Pat one last time to let her know that nobody called me back and she basically threw up her hands and said ?I don?t work in the Service Group ? there?s nothing I can do.?   Sears is doing a major disservice to their Brand by outsourcing repair work to A&E Factory Servcie.  I thought Sears would also provide better service to me by standing behind their products and services they provide via outsourcing.   I would never use A&E Factory Service again -- in fact, Whirlpool said not to use them and recommended Groves Appliance or Jerry's Appliance for any future repairs.

technician said he couldn't positively identify the problem and would have to order two parts totaling nearly $350. He didn't have the parts on the truck even though I succinctly identified the problem at the time the service call was scheduled. Additionally, he said I had to pay for the parts immediately even though he wasn't sure which parts I ultimately would need. This initial 15 minute service call was $129 and the estimate for parts brought the total bill to $475. In that the 20 month old dishwasher was $450 new, I felt I should discuss the situation with my wife before authorizing additional costs over and above this service call. After weighing pros and cons of fixing or replacing, we decided two weeks later to go ahead and repair the dishwasher. The rub however was that since I didn't tell the technician on the initial call to go ahead and charge me immediately for all the possible parts that I was charged for the followup final call. Keep in mind, that the tech couldn't have fixed anything the first time for lack of the necessary parts. Bottom line? I was penalized with having to pay additional service fees because (1) I wanted to confer with my wife and (2) the tech couldn't have fixed the dishwasher on the first call if he wanted and wasn't even certain what was wrong with the dishwasher. Oh A&E did say that the cost of any unnecessary parts would be credited back to me but I had to pay upfront for all parts that might be necessary to the repair. As it turned out, only one part was needed which took about 20 minutes to install. I felt i should not have to pay for the followup service call. Several calls to A&E resulted in my being told that I should have paid the entire $475 estimate at the time of the first service call.

See above, went excellent and I will request Steve to come back should I ever need this washer repaired again.

Everything went very well. I was there observing and he was able to explain everything and gave me tips going forward. The service man (ID number 0001189) was very knowledgeable.

Really horrible. They owe me about $100 for the service I rendered to myself that they should have provided.

I knew it was going to be in the afternoon but I didn't know I would be second to last in the day. The gentleman called around 3P to let me know he would be at my home in 20-30 min. He was just finishing up with another customer. When he arrived I asked if he had booties and he said yes he did. He went out to his truck and had them on when he came into the house. He was very polite the whole time. I told him I had just run the dishwasher and it leaked twice. So he replaced the gasket and didn't charge anything because we had purchased a service agreement with our dishwasher. He explained a few things I didn't know about how to keep the dishwasher in top form and left for his last appointment.

They replaced the jet dry dispenser and my experience with them was good. They were on time, seemed to be knowledgeable and we did not have to pay them so that made it even better.

They showed up on time and provided a follow up call as promised.

Serviceman call and arrived when he said he would, and quickly repaired the problem. Very nice & knowledgeable. Price seemed high for just being at my house for about 20 minutes total, may be their standard service call minimum charge?

I purchased a range at the vendor which was supposed to only have a "dent" on the lower front panel. The salesman told me that the dent was the only problem with the range, that it was a "special order" that could not be installed for some reason. When the range was delivered, the installers were unable to "level" the range, because the adjustable feet would not work. The delivery man said that he would be back out if 3 days to replace the feet. He never came or called. I called the vendor and told them of the situation, and they said they would contact my vendor salesman, and have him call me. He never called. I went to the vendor, a week after the delivery, and told them of the dilemma. I had a $2000 range which was sitting on wooden shims. After ALOT of arguing, they said that they would send out a serviceman from A&E to assess the situation, since the range was under warranty with the manufacturer. A very nice gentleman came out, assessed the problem, and said that he would order new feet for the range. He said that he would be back in a week to install the feet. He came back as scheduled, installed the new feet, and leveled the range. There was no charge as the range was under warranty with the manufacturer. What floors me is that the vendor could have offered me this service from the very beginning, but refused. They instead kept trying to offer me store credit! The gentleman from A&E was surprised as well.

They are one of the repair services that Whirlpool uses. I have never had a company that I have feared letting them in. He chastised multiple times on the phone. When he showed up at the door he yelled at me for asking who it was. Then I told him I did not feel comfortable letting him in. I called whirlpool to send out a new repairman he was still outside messing with my porch light.