A&E FACTORY SERVICE

ABSOLUTELY terrible service. First technician was lazy, didn't look at the actual problem and told me my 7 month old refrigerator needed a new part. He was ordering it and would come back once we get the part. Two weeks later, not a phone call rec'd, so I called them. Turns out he cancelled my work order after taking my payment. I called back and they reassigned a new tech. He came out, installed a part he picked up, still broken. I tried calling him multiple times with no answer. First tech, I have no clue what his name is. Second tech was Mark. I would not use these people for anything. Absolutely garbage service.

If I could give zero stars I would. First schedule repair did not fix the problem, although repair was under a warranty issue I was charged $54 for service tech to clean the intake as he said this was part of my issue and not covered by warranty. After 24 hours fridge and freezer still not functioning, Scheduled a second service and on day of service I receive a text that it was being rescheduled for a week later. When I called the company they told me a tech was not available on the day they scheduled after being contacted that the repair did not work. When they came the 2nd time, parts had to be ordered and I was rescheduled for a 3rd service. On date of scheduled service I called to confim they were coming as I had not heard from tech during scheduled 4 hour window, I was assured they were coming in the next hour and 10 minutes later I received a text that the service is being postponed for another week. In the meantime, because the fridge is still under warranty I am stuck using these people. It has been a whole month, my fridge/freezer is non functional completely and I am still waiting. Hopefully they will fix it when they decide they can come in another week. In the meantime I have missed 5 days of work waiting for service on the fridge.

Not only didn't they fix the problem, the dishwasher now leaks water and makes weird noises.

wery poorly he'd appointment today weited sense last week technician stay 20 minuets charge $117 DOLLARS for diagnostic did not have any parts have to order i have to weight to September 10 so i have been whit out refrigerator for 8 tays going to teck another 10 to 15 days to fix pore service don't recommend this company to any one

The guy told me he had never worked on this system before. Called it a "learning experience". Well, he fixed the washer but BROKE the dryer. I have been trying to get someone from the company out to fix what THEY broke, and get the total 2 step run around. They even forwarded my call to a SEARS repair shop during one of the hour long holds I was left on. Ridiculous. If I could give them less than one star I would. Awful awful company. And still my dryer, which is under warranty, is unusable.

We called them and said what the tech support said. The technician came out with no parts even though he had all of the information he needed. He spent 15 minutes looking at the unit and then left. We are now having to wait for parts that he could have brought with him. We are now without hot water with the Holiday just around the corner.

Tech was schedule to arrive 8am-12pm and showed at 6:15pm

My hot water heater was under warranty and this was one of the companies recommended.  They replaced the thermocouple and it worked for about 6 months before breaking again.  When it broke again we tried to schedule them to come back out and were met with unprofessional behavior.  They didn't show up for the first appointment and when we called they said it was a scheduling conflict and the technician for our area was on vacation.  They didn't apologize or try to make it right.  They said they couldn't come out for another three weeks which of course was unacceptable.

Service was very professional and courteous.  The tech seemed very knowledgeable and treated my equipment with care.  They gave me a window of 1-5pm and called about 2:30 to tell me they were on their way.  It's only been a day since the work was done, so not enough time to see that it was fully resolved, but I have no reason to think that it wasn't.
Scheduling was ok (nothing great / nothing bad).  I called through Sears' service 800 # and then called A&E directly.  They seemed a bit rushed but were nice enough to rush the job once I described that it was a leaking washer.  The visit was scheduled two days out for a Saturday.  I thought that was a reasonable time to go without doing laundry, and can't complain that they came on Saturday as opposed to making me wait until Monday.
If I could get the same tech, I would use them again even after the warranty runs out.  Given the consistent bad reviews prior to this one, I would have to think about it if it was someone else.  I hope my experience is a trend in the right direction.

One of the most poorly managed companies I've ever dealt with. Customer service and quality of work was terrible. The work was done under an extended warranty (i.e. already paid for). They are understaffed so it takes over a week just to get an appointment. No incentive to improve since they've already been paid.  They refuse to schedule a time of day for repairs, you have to plan for "anytime between 8 and 5".



The 1st tech came and said he couldn't do the repair because the part he had on the truck had been dropped several times and was no good. Took over a week to get a new part, another week to schedule the 2nd tech. He got the machine working. After about 2 weeks it stopped. Another week to get the 3rd tech out. He came and replaced a circuit board. Worked for about 2 hours then quit. Had a party in 2 days and they refused to make any special arrangement to have someone come out. Management has absolutely no pride in the quality of their work or respect for their customers.

We have an icemaker because my wife has dry mouth syndrome and uses a lot of ice regularly.  In late June we called Whirlpool Factory Service for repairs on our built-in Frigidaire icemaker, which had stopped making ice.  They arranged for servicing through their local contractor, A&E Factory Service.  It took about a week to get an appointment with the repairman, who was very knowledgable and experienced.  He said it was the water pump and he had one on the truck.  But when he was installing it, he found the power harness to the pump was corroded and needed replacement.  After checking, he said it would take 10 days for them to get the part and made a return appointment 2 weeks into the future to install the harness.  The harness arrived at our house 3 days later, but A&E could not (would not?) move up the 2nd appointment.  So we had to wait 2 more weeks for the repair to be completed, even though the part was here.  When the day came, a DIFFERENT repairman showed up, and he was a rookie - he did not have a clue how to work on our icemaker.  Nice guy, but after fumbling around for 1.5 hours, he determined that he could not figure out how to re-assemble the unit.  So he called his supervisor, who arranged for the original repairman to come out the next working day afternoon, so it was another 2 days delay.  The unit was then fixed properly.  It seems to me that there are 3 problems with A&E.  First, they do not have a way of quickly getting parts (even if you are willing to pay for expedited postage), nor accurately predicting the delivery time of parts.  Second, they do not reschedule the same repairman to a second call when parts are not immediately available, for continuity.  And third, they do not seem to know the extent of the training and experience of their repairmen - at least the new kid on the block.  This was a very frustrating service call, that wound up taking more than 3 weeks for a basic repair.  Although at least one of their repairmen was very good at his job, their lack of responsiveness and coordination leads me to the conclusion that we will seek future servicing from some one  else.

A & E Factory service is the worst company - my oven was under warranty and the technician was too lazy to confirm and refused to leave without collecting $491.00.  Have spent the last 5 months trying to get the warranty claim processed via Whirlpool.  A&E is only good at point blame at others and not taking things to a level that can sort of actually do something if you consistently pester them.
The only thing I got out of the deal was a name and number to share with others that may have issues.
Ozzie Garcia - Solutions Manager -  [email protected]  He can be reached only through the escalation department number 800-821-1417. 
Stay on them and you might get resolution - we finally did, but it was the ugliest experience with a company and their so called
"Solutions" department I have ever endured.
Good Luck

The service provider was at my house a total of 23 minutes.  I was charged 275,99.  The total cost of the relay switch was $51.31,  Thr remaing   charge was labor.  At this rate, labor is $600/hour.  I think this is outrageous.  Price was never discussed.  I Immediately called the service provider to let them know how unfair I though these charges were.  I was told that someone would call back.  That did not happen.  A&E Factory Service is also Sears Factory Service, I would NEVER recommend or use this company again.  With such poor customer service and high price for service, I can clearly see why Sears has financial issure. 

I bought a dishwasher for our rental apartment from Home Depot that started leaking two months after purchase.  Home Depot scheduled the delivery with AE Factor Service Company.  The appointment was scheduled at 8 a.m.  At 10 a.m., the repair person called and said that he was finally on his way and it would be $129 for him to come out and repair the dishwasher.  I told him that the unit was under warranty and I would not pay him.  The repair man then showed up at tenant's apartment and demanded payment.  The tenant didn't know about the conversation and paid the repair man.  I feel that this was extremely dishonest.  The repair man knew that I did not want the repair and knew that I did authorize the payment.  He strong-armed my tenant and I'm now on the hook for the payment.

They came out, and found out there was a circuit board problem. We called initially because the washer wasn't releasing the fabric softener. When he left, he left the washer in an inoperable mode. We called for a washer with a small issue but he broke it. I called the company back to make them aware of the problem and my wife scheduled an appointment for them to come. She took off work to wait for them and they never showed up, and came up with an excuse. When I called they also gave me the same excuse. I had to call the new housing development people, who contacted Whirlpool, who had to contact them. They ended up sending a different guy out to have it fixed. In a nutshell, it was just a little broken and they completely broke it. The very last guy that came out to fix it was good and did his job well. It took us going through a lot just to get someone to fix it. 

It took A&E ten days to get out to my home. The gentleman was very clean and professional. I thought the price was very high. The labor was $200 and parts was $131 to fix the issue. This was just for a broken ice shoot.

We bought a Whirlpool Gold model Refrigerator from Lowes about a year ago and got the extended warranty. It's a good thing we did because the ice maker started having problems about 6 months in and had to be replaced which was performed by another company. This time it stopped dispensing the ice. I called Lowes serive repair department and they set up an appointment for someone from A&E to come out on Sat. Dec. 17th between 8 and 12. They told that someone would call me and give me a better time frame the day before. I never recieved a call. On Saturday I waited and waited and the guy finally showed up at about 10 minutes to 12. This first guy was at least nice and professional and diagnosed the problem fairly quickly. He said that it was the dispenser auger motor and said that he had to order me a new one. He got on his computer and placed the order. He said that he expedited the order and that the part would arrive that Tuesday the 20th by UPS 2nd day. He also said that he scheduled my follow up appointment to have that motor installed for Wednesday the 21st between 8 and 12. The part did arrive on Tuesday. On Wed. I took the morning off work to wait for the repair person. When 12 o'clock arrived and no one had shown up yet I called the company and was told "oh you are not on the schedule for today, you are scheduled for next Wednesday."  I tried to explain to her that the guy had specifically told me that it was supposed to be that day and that was why he had expedited the shipping on the part but she was unsympathetic and never even apologized.  All she said was that she could schedule me for the next day, Thursday, from 1pm to 5pm.  I asked if she could narrow down the time frame a little as I had to keep taking time off from work and she very rudely said "no, if you want us to come out there, we need 1-5!" I said ok and set it up.  The next day I took off and waited.  At 4:15 the guy (not the same guy as on Sat.) called and said "oh sorry I'm running late I'll be there in 15 minutes."  40 minutes later he finally showed up.  (I wouldn't have needed to take off at all).  He proceeded to rip apart the front of my fridge, taking off the computer control panel, and all the housing for the ice and water levers.  He couldn't get them off so he was yanking and tugging h****** them and prying them with his screw drivers.  As he was starting I asked him, "don't you get at that part from the inside, that's where the other guy got at it?"  He just said, "oh no you take it out this way."  Well after ripping the front apart, he discovered that you did not indeed get to the auger motor from the front but from inside.  He just said, "well d*** they must have changed these on me."  He then proceeded to try to put the front back together in as bad a fashion as he had taken it apart.  Almost an hour later after he had finally replaced the auger moter (from the inside) and had left, I went to get a glass of water, and . . . nothing!  In all his yanking and prying he had broken the water dispensor (which had been working just ten minutes before he had arrived, it was the ice dispensor which was broken).  I called Lowes and filed a report and told that I would never allow A&E back in my home.

These people are liars and thieves.  Attempting yto use them wastedtons of time.

The service personnel showed upon time, diagnosed the problem and completed the repair from inventory on the truck.  The entire effort took less than one hour.

We have a Kenmore gas water heater that was installed in 2005, and we have problems with the pilot light not staying lit on an annual basis. For this reason, we have an extended service warranty. In the past the Sears tech has replaced the burner assembly and other parts. This time Sears sent Ozzie from A&E Factory Service. He was fantastic--checked everything very carefully, listened to my complaints about the water heater itself, and seems to have fixed the problem without the usual "wait a week for the part to be mailed to our home" routine that we've had in past years. He was friendly, professional, and answered all of my questions. He even called back later that afternoon to make sure that the pilot light remained lit.

They took their own sweet time to get out here. The man was in training and didn't have a clue what he was doing. He removed my water filter and did not have a replacement. When he left, he left the water filter out. He did not trip the wire that would have shut off the flow of water through the filter causing it to leak. I had a huge mess on my hands that they took no responsibility for it.

Melvin was prompt, called before he came, explained the costs of part and labor, and had the repair completed by the end of the day.

On time. Very professional.

Parts all arrived by Wednesday, Oct 28th, & I tried to get them to come back before another weekend of using Igloo ice chests for our food. The best that they could do was to move it to Monday, Nov 2nd. Okay, I can deal with waiting until then, but I should have known that they must over-schedule their techs when he arrived at the end of the four hour repair window. Next time I will trust my gut feeling. I now type this at 2:20 pm and still no response from their tech even though I have called A&E's 800# three times starting at 11:40. The first cust service rep said that they were "almost finished with what they were working on & were only about 20 minutes away." The second rep said (at 12:40) "that they would send a message for the tech to call my cell phone for an accurate ETA." I spoke to a third rep & asked for a discount on the labor since they were over an hour late. When she said "no" I then told her that I was going to keep the parts and look up a service provider on Angie's List. She actually said that would be okay. So that is what I plan to do. Arrgh!

Guy showed up on time in spiffy van, checked dryer, pulled up live-time price/inventory on laptop, and got the job done--all in about 25 minutes. Super professional and, actually, quite impressive.