A&E Factory Service

Technician was knowledgeable and helpful. He did an excellent job. The problem is this company, which is aligned with Sears. I received a barrage of emails and text messages from both companies. After the technician's visit (which was overpriced), Sears emailed me having automatically scheduled me for a visit in two weeks for an "annual appliance check-up" visit. I did NOT schedule this visit. And the emails are "no reply," so it was hard to cancel it. SCAM and UPSELLING. AVOID this company.

Awful. Took a couple of months of 3 visits from techs, one tech was snarky, and then the thing only worked twice after they "fixed" it.

I had A&E/Sears repair the same problem about 2 years ago. I was leary that the repair did not last and called GE repair directly this time. I then called A&E appliance on the referral of GE, since they did not have a service provider in my area. I called on 8/16 to schedule and my appointment was 8/25 between 1-5. The appointment started fine. The technician called to say that he was on his way and arrived when stated. He was polite and pleasant, but the appointment did not go well. He did mention several times that most places won't work on this type of downdraft because they are very difficult to repair since it requires two men to lift it out of the island. After very briefly looking at my unit for maybe 2 minutes (he did not take anything apart) and after stepping outside to look something up, he informed me that several parts would need to be ordered totally $489 and if the motor needed to be replaced it would be another $350. First, how can you be sure that the $489 worth of parts are the correct repair if you haven't really inspected anything? To which the technician replied that it was by deduction and by looking at the previous repair history for the same problem. He said that the motor might also need replacement, but he could not be sure until he took it apart. Why am I being charged $89 service fee, if you are not even doing a complete assessment of the repair needs and how can you be sure that this is the right part/repair if you don't take it apart and look??? Second, If I want to think about whether or not to proceed, it will be another $44.50 (1/2 of the service fee) to call back and go ahead with the estimate. At which point, another service person will need to come out to the house again to order the parts, despite the fact that you have all ready documented all of the necessary information and part numbers. The technician also stated that he agreed and that the cost of repair was high and it might be better to price out for a replacement. At which time, I was offered a coupon for use at Sears towards a new appliance.

My refrigerator quit cooling at the end of September.  A&E factory service is the only company that services Samsung refrigerators in the area so this was my only option for repair.  The initial appointment diagnosed the problem as being a problem with the power board for the refrigerator compartment but felt that the refrigerator was working after this service visit; so asked me to call back if there was a problem.  The refrigerator never cooled and I called the 800 to reschedule and told the person scheduling the visit that parts needed to be ordered.  Apparently there is no way for the multitude of technicians to see what the previous technician did and this person would not relay the information.  So my next appointment, which wasn't until 2 weeks later; was essentially useless.  The technician came out and assessed the issue and ordered the parts.  Again there was a 2 week delay between appointments when the third technician came out and found a problem with a leak in the closed system; completely different problem then previously determined.  He "repaired" the leak; which also required him contacting Samsung and ensuring he was cutting and working on the right area.  While the refrigerator cooled for 24 hours; it subsequently stopped cooling and then the freezer compartment also failed.  I again called A&E factory service 800 to reschedule again with nearly a 2 week delay until the next appointment.  I expressed my concern to A&E directly and was contacted by a representative from the company and a local contact; both who assured me the repair would happen as soon as possible.  I was told by the local contact that there would be a technician who could come out the next day.  I rearranged my work schedule yet again and received no call or visit from them.  Luckily I still had my appointment scheduled fro the next week.  Yesterday I waited all day for the technician.  I had not heard anything by the afternoon so called the 800 number.  I was told they would send a message to the technician and that the repair was still going to happen.  I called them again now after the 5 pm window and was told she would send another message to the technician but that was all she could do.  Needless to say, no one showed up again.  This morning after another complaint to A&E I received a call from a local contact who explained there was not time to complete the repair yesterday.  My next appointment is 13 days away.  I will have been without a refrigerator for 2 months.  Samsung will not do anything to replace the refrigerator until the they are told by their certified technicians that it is not fixable.  The response from A&E has been miserable.  I would never use this company again.

.

Their initial visit to service my range was ok.  They called the day before and said I was the first on the list and the tech would arrive by 10:00 am (my original window was 8:00-noon).  I didn't hear from them until 11:00 when they called and said they would be there in about 30 minutes.  The tech arrived as indicated and found the issue with the range, but indicated they had to order the part because it was carried locally.  The next available date they were available to come out was 6 days later so I took it because I wanted a working range as soon as possible.  The tech was very nice and worked quickly and explained the problem.  He also indicated that I would receive a call 30 minutes prior to arrival for the next appointment just like I did for this one.
The service time for the visit where they were to come back to install the part was from 1:00 - 5:00.  At 3:35 I still hadn't heard from them giving me to 30 minute notice so I decided to go pick up one of my children from school. Since my children are at 2 different schools, I was worried the tech would come right at 5:00 and I wouldn't be able to get them both by the pick up time. I thought I would have at least 30 minutes since I hadn't received the call saying they were on their way, so I thought I would be fine for the 20 minute round trip to pick up my child.  I called my voicemail once while I was on my way to the school to see if they called so I could come straight back if necessary.  There were no voicemails so I went ahead and picked up my child.  Then I called my voicemail again because I was going to pick up my other child if they still hadn't called and again no voicemail.  I decided just to drive past my house on my way to the other school and saw the van driving down my street.  I beeped at him and waived for him to stop.  The tech did stop and I verified that he had been at my house.  I said I was surprised he was there because I hadn't received a call. He indicated he called about 20 minutes prior, but did not leave a message.  I said well I'm back now and he told me he already marked me as not home so he couldn't (because that was their process) come do the service call even though he was within site of my house and he didn't give me the 30 minute call ahead I was told I would receive.
I immediately contacted their 800 number and explained the situation and the individual on the phone was surprised that the tech would not have come back to the house to complete the repair since he was right there.  He put me on hold so he could contact dispatch and check to see if the tech was close by.  The tech did not respond to their calls they were unable to send him back. The next available date they had was over a week later and I would have to take time off work again.  At that point I contacted Samsung and explained the situation to them which they expressed extreme concern over the lack of customer service provided and proceeded to provide me with another company that would be able to complete my repair by the end of the week.  I am still extremely frustrated that I will have to take off work a 3rd time to get this repair done on a stove that was just installed and not working correctly when the person was still in plain view of my house.
I would definitely not recommend this company if this is their standard procedure.

I had originally started to schedule my service call through Maytag's on-line service scheduler and another provider (Capital City Appliance) came up as the service provider and I had to wait 4 days to get service.  When I checked Angie's list I was concerned by the low ratings and another member's comments.  So I decided to call the Maytag customer service line and talk to someone.  I was scheduled a next day appointment with A&E Factory Service.  I asked if A&E Factory Service would be the one to show up and she assured me that the truck would say A&E and the technician's uniform would say A&E.  I was being cautious because I was concerned about a switch of provider. 
The technician called before arriving and did show up as promised in an A&E Factory truck and in uniform.  He was extremely professional and had all the equipment he needed to make the repair.  Greg was the technician, and he had a computer to do the diagnostics and when it was a fuse, he had the fuse he needed.  He was done in 30-40 minutes.  He said that A&E is the authorized service provider for Sears and other major retail outlets that sell appliances.  I can believe that because Greg certainly had everything that he needed to do the repair and he definitely knew what he was doing.  If it had been a more expensive repair part I can understand why he might not have the part but we discussed that from the very beginning.  As it was, the part itself was relatively cheap (about $30.00+) so it was the repair call itself that was the most expensive part.  However, I was happy it was repaired with one call.  And I appreciated the fact that I could read Angie's List comments before deciding which provider to use.

Due to a problem with the master control on my clothes dryer I purchased a replacement part directly from General Electric customer service. A&E was recommended by General Electric to install the part.  I made the appointment via an 800 number.  A&E called ahead of time, showed up on time and gave me a quote to install the part.  The price was based on a flat rate regardless of the time it took to install the part.  I was told over the phone that the service call was ~$75 but they would not give me an exact price over the phone.  When the tech arrived he quoted me a price of $146 (including tax) to install the part.  However, since the technician was here I had very little choice but to have him install the part.  I was even more disappointed with the price when it only took the technician 40 minutes to install the part.  While the tech was knowledgeable, courteous and did a good job I was disappointed with the cost of installing the part.  Therefore, I will not use A&E again.

Our 6 year old oven stopped heating a month ago.  We called A&E Factory service and was advised a heating element would need to be replaced.  They ordered the part and returned with 2 technicians to install for $250.  The first time we went to use it we realized it still wasn't working.  We scheduled another service call yet another week out.  The technician came and verified it wasn't working but said he couldn't diagnose it at that point, so we had to schedule ANOTHER technician.  Finally we were told that it needs a new circuit board that would cost $480.  They won't give me the part number for me to verify the true cost.  In addition they refuse to allow me to speak with a supervisor.
I finally reached out to Sears executive office to attempt a different path.  It's been another half of a week and I still don't have a resolution.
It's been 4 weeks that we've been without an oven.

DO NOT USE A&E FACTORY SERVICE AT ALL COSTS!

This is undoubtedly the worst experience I have ever had with a service company. Incompetent does not even begin to describe their performance.
I called for a repairman for my Kitchen Aid built-in refrigerator/freezer. The fridge had stopped cooling. A perfectly pleasant, if annoying, repairman came out as scheduled and after 20 minutes of tinkering announced that my 10 year-old appliance was unfixable because the part that I needed was no longer available. With a shrug of a shoulder he announced that I would have to replace my $8000 unit. Aghast, I asked him for the part number hopeful that I could find it somewhere. He gave it to me.
Ten minutes later I had found the part from Kitchen Aid (Whirlpool). Apparently, that was not a provider that occurred to A&E to consult. Greatly relieved that I had found the $45 part that would save me $8000, I ordered it to be shipped overnight, happily paying an additional $23 for shipping.
The part that came was a piece of styrofoam, which gave my son a real laugh that I would pay so much for "an $0.08 piece of styrofoam." Needless to say, I was suspicious. I called another parts supplier in Florida who explained to me that I had ordered the wrong part (I had correctly ordered the part number that the A&E genius had identified). Over the phone, the part supplier explained to me what I actually needed, which made great sense. I needed a piece that blew cold air from the freezer to the fridge.
Unwilling to order another piece on my own, I made a second appointment with A&E hopeful to be given the correct part number. I was given an appointment between 8AM & 12PM. At 11:30 I called to confirm and the new serviceman said he would be out soon. I explained the situation to him and expressed my hope that there would not be a second visit charge. The serviceman said that he would speak to his boss before coming out. At 2:30PM I called again and was told that the appointment had been canceled by the driver because I didn't want to pay a second time. Stunned!!
Trying to get some response, I called and spoke to 5 different operators each of whom placed me on hold until I was disconnected.
RESULT:
Disgusted, I called Capital City Appliance and started over from scratch. The Cap City repairman came out on the day I called. He spent about 10 minutes inspecting the unit, discovered that there was ice on the "damper," the door that opens and closes between the fridge and freezer. He chipped away the ice and declared the unit fixed. He was right!! When I told him the above story he chuckled. He said "the guy didn't know what he was doing." And "I order these parts all of the time. I know you can get them."
A&E is absolutely god-awful.

The phone call center could do nothing to get the work done sooner.

My ice maker was fixed and all went well.

He did a great job.  checking one board and then another to find out what was causing a malfunction in the temperture gauge in the front of the refrigerator.  He also replaced the water filter.  timely and very personable in his work.  This technician was out of the Columbus office on Nelson Rd.

The technician arrived on time and was very professional. I explained that the dryer was under an extended warranty from HH Gregg and was making a lound squeaking noise. He had to take the entire front of the dryer. He found that a pulley had gone bad and needed replaced. He had the part on the truck and did the repair. He also noticed that the dryer door (front load) was not working properly and told me it needed a new hinge. He said it was covered under warranty and fixed it. I was very impressed that he went "above and beyond" and didn't just do the stated repair. He said it was all "no charge" and covered under warranty. Although there were some negative comments on Angie's List regarding this company, we couldn't be happier with our experience. We had to use this company because that's who the warranty contract was with, but our experience couldn't be better.
We had bad experiences with two other well known appliance repair services and we would gladly use this company again!

Our 2 year old Maytag front load washer was slow to drain then finally stopped. We had a service contact from Whirlpool. We contacted Whirlpool service on June 5 and they said that A&E factory service did the repair work. Once they confirmed our contract we were told that someone would be out to repair on June 6 between 8 and noon. We would also receive a call on June 6 to confirm. I looked A&E up on the list and they had a rating of C overall, I was prepared for the worst. At 8:00 I received a call that Mark from A&E would be out within the next 15 minutes as our house was the first call. About 2 min later I received a call from Mark confiming our address and said he would be here in 5 min. He was.  He promptly analysed the problem--a clogged filter screen. Within 30 min the washer was back doing what is supposed to. Needless to say A&E may have had scheduling problems in the past, but you couldn't prove it by the service today. Kudos to Mark for a prompt,professional job. Kudos for A&E for prompt,and professional attention to detail. I would recommend them to anyone in the Northeastern Ohio area.

They're really nice. They are good and I have no complaints.

They were great and arrived within a 4 hour window, at the beginning of it and called us.  They communicated if anything was going to cost extra money before he did it. It was easy to set the appointment.  They were great. 

The First Technician showed up 3 hour after the time window. (Which was 4 days after calling in for repair). In witch time I called the call center back twice since they told me they would find out what was upp  and call me back in 30 minute. After an Hour called back again and they still did not know where the technician was or an ETA. However  I found out that this was not the technicans fault after looking at his call sheet. They had a compurter shedule him for a 3 hour job 50 mile away in the same time window along with 4 other Jobs with another 30 miles of travel. The first job was in area around Chillothe that is also a no cell phone zone as I traveled through it quite frequently on my last job. When he arrived he dianossed the problem in 5 minutes but had to order the part and schedule service for 4 days later. Again the second tech was over booked but was there first thing in the morning and worked really quickly but could tell that he was also in for a simaler day as he had the next call south of Lancaster. A&E need to look at their scheduling program and policies of no deviation as they willbe setting up their technicaians for failure and upset customers.

We had an excellent experience. However, the A and E service tech came from a service center located on Nelson Road in Columbus not Youngstown. A web search shows that the Nelson Road address matches the location for the area Sears Service Center. Turns out A and E is really Sears Factory Service under a new name. Since Sears has many service centers, I guess the experience will depend on who the tech is and from what location he/she comes. In our case the service was totally hassle free. At the end of the service call the tech ask us to do a survey to rate our experience. A few days later, we got a separate call asking us to evaluate our service. I am not sure if the quality of service depends on who sold you the appliance and extended warranty. In our case we dealt with Home Depot which has always provided go service on products we have purchased from them. I will continue to use this company for the length of the extended warranty. However, given the number of negative comments for this company on Angies List and on the web in general I will probably use a top rated independent service provider after the warranty runs out.

I think they are thorough and they are right on with what their repairs are. They seem to fix what they say they are going to fix and they usually don't have to come back. I've used them in the past, too. They seem to be connected with a lot of Sears' Kemore products and able to repair those. I thought the price was high, but I don't think that's their fault, it's probably the construction of the dishwasher, too.

The technician showed up in the time period quoted. He was polite. Took out the Icemaker and diagnosed as a bad ice maker motor. He had a motor on his truck. Agreed to have him replace it. Quoted $185 labor. Seemed high but thought it must be a complicated fix. Much to my surprise, three screws and less than 2 minutes the part was replaced and reinstalled. $308 and less than 5 minutes total. Highway Robbery! My bad for not checking Angies list. Since they were contracted through Whirlpool, never thought to check. I see others have had the same opinion. Also, they'll argue that I had a choice to not accept the service. They are right but will never use them again. Spend my $308 wisely.

The technician was professional, courteous, and very helpful in all aspects.

Really, really, really, really bad. The people that took my call at A&E were not reponsive, they interrupted me, and talked over me. A&E really does not seem to give a $$^$%$#%$. I hope now that I have informed the manufacturer, who pays for their services, they can get them montivated to be responsive to customer needs.

THE WORST IN CUSTOMER SERVICE - this company is the most disrespectful of clients time. Appointments are scheduled and they can not keep the appointments- book too many - and can't make the appointed time s- Had 5 appointments scheduled for a simple repair - tech ran 8-9 hours late - then tech put the blatantly wrong part in our dryer that could have burnt our house down. The 2nd and third techs were great - once they actually got here - my issue is with the scheduling department - the poor tech's have to get screamed at all day long because of the inept lack of service in their scheduling department