A&E Factory Service - Richmond

TLDR: misdiagnosed my issue and almost cost me $1500. No follow up. They were totally off the mark… Sears assigned A&E to my case. I called about my Samsung refrigerator. The freezer was still working but the refrigerator section was at room temp… my research told me it was likely a fan. The technician, Jaekwon, said it was a Freon leak that would cost me $1500+ to fix. I asked for a written invoice stating the leak was the issue to try and get a warranty claim. I got nothing… I almost bought a new fridge but luckily got a second opinion. They came and changed out a small fan for $275. I normally award two to three stars for follow up. They GHOSTED me when I asked for anything in writing. If they were right and the leak was the issue, I would have gotten this fixed for free. But they weren’t and they couldn’t own up to it…

Tech initially showed with wrong part, left and said would return with correct part. Waited weeks. Part arrived in mail, tech was no-show for weeks, then called out sick with COVID and rescheduled for two days later. While sick with COVID. We rescheduled and asked for a different tech so we wouldn't die, tech showed up anyway 5 hours past original scheduled time and acted like he was going to try to force his way in. Tech then closed the order, said he couldn't work because conditions were unsanitary despite never even stepping foot inside the home. Called AHS and got no help, called A&E And got no help. Called AHS again, and they said we had to do a recall on the order and speak to A&E for a new tech. At this point, I'm just learning how to fix it myself and it's literally a 15-minute repair unplugging a computer panel and plugging a new one in. I am never calling AHS for appliance repair again, only A/C repair, because A&E has given us such attitude and absolutely chaotic trouble. I will warn everyone I can against using this company. They should be shut down. I'm complaining to the BBB as well.

They came on time and they were courteous people. They knew what they're doing. Quality of work is fine.

Had repairman out as part of our Home Warranty. Tech showed up right on time and quickly diagnosed problem. Unfortunately it was too early for my Home Warranty folks to answer the phone. Tech said he would call them when they opened later that morning and call me back with resolution. That's exactly what he did. My only wish would have been that they could have come out sooner. First available was two weeks.

I think their prices may have been a little bit higher, but I didn't feel like they tacked on anything extra. The personality was okay. The first guy that came out was right on time and did a great job. The second guy was pretty late, but he fixed it and it hadn't broken since. It was a warranty repair. We still ended up paying a little bit, but overall I think they did a great job. They stayed around to make sure everything was working right and looked at the entire washing machine to make sure they hadn't missed anything.

The serviceman continually called before 8am EVERY morning that he was coming to our home even after I asked him NOT to do this because we had a baby in the home. He was scheduled to come at 8:30am which was fine, but he would call around 7:15am to make sure we knew he was coming. He also was very rude and short when we asked him questions and mysteriously found things wrong that we were not having issues with on the dryer.

Orville Francis is the worker who has come several times but he doesn't hurry he takes his time to get the job done right very persistent and diligent he tries very hard to be clean. He is very determined to get our appliance repaired.

This feedback was provided to SEARS (parent company for Aand E and AHS) as well as to Angie's List:
My repair was originally scheduled through American Home Shield. I was required to use Aand E even though there would be significant delays in getting a repair appointment. My washer first failed in mid-late July, and it wasn't properly repaired until September 11th. That's about 7 weeks after the first malfunction. Waiting nearly 2 weeks for an appointment, waiting another week for parts to be ordered and shipped, then having to go through the entire process a second time created significant inconvenience for me. Repeat visits to my home were also costly to Aand E.

ISSUE #1 -- WAS THE TECHNICIAN COURTEOUS AND HELPFUL? Technician #xxxx731 who conducted the survey (visit #5) did not enter the ratings I provided at the time. My original answers were #1 Extremely Satisfied; #2 Dissatisfied; #3 Not Likely, but he entered #1 Extremely Satisfied; #2 Extremely Satisfied; #3 Very Likely. I now change my answer for #1 to Extremely Dissatisfied because the integrity of the technician is called into question based on how the survey was handled.

The first (visit #1), second (visit #2), and fourth (visit #5) technicians were extremely courteous. The third (visit #3 and visit #4) technician was acceptably courteous.

ISSUE #2 -- ARE YOU SATISFIED WITH THE SERVICE PROVIDED? After the first "repair", my washer (a 20 year old Whirlpool with a center tower agitator) began agitating before the tub was properly filled with water and then failed to stop at the end of each cycle. This created several problems -- Improper Washing (adequate water levels weren't reached until late in the wash cycle, so the clothes weren't washed in water long enough to get clean); Incomplete Rinsing (clothes weren't rinsed in water long enough to remove the soap since agitation began before the tub was filled with rinse water); Clothing Damage (lingerie, trousers, knit tops valued at about $125 were damaged (underwire broken, waistband torn, sleeve seam ripped loose, pants hem torn, holes in knit shirts); Wasted Resources (washer continued cycling around the entire dial, wasting water and requiring that I "babysit" each cycle and manually cut the machine off to prevent dry agitation from tearing clothing).

My Dissatisfied rating is partially due to the manipulation of the survey answers described above, but technician #xxxx718 (visits #3 and #4) also made questionable and/or confusing statements to me and to my mother, saying one thing during his visit and then later denying that the statements had ever been made. The contradictions involved three separate pieces of information (1 -- that visit #3 and visit #4 follow up repairs were covered under Aand E's failed parts warranty so I wouldn't have to contact AHS about the warranty repair information Aand E had apparently "lost" or pay for the follow up visits vs. I needed to call AHS and ask them to retransmit the information about my repair being covered by AHS warranty as his computer was telling him to collect payment at the time of repair; 2 -- I was told the washer's water pressure sensor may be failing and have a role in the problems I was experiencing vs. my mother was told there were two potential problems -- the water pressure sensor and center panel switches may be failing, and both should be checked out; the next technician said there was nothing wrong with either of these parts; 3 -- my mother contacted AHS while Aand E's visit #4 technician was still in the home (installing the 2nd cycle timer ordered), she had them retransmit the information about this being an AHS warranty repair (as well as an Aand E failed parts warranty repair), and she had AHS authorize and schedule another visit by Aand E to check the pressure switch and center panel as the visit #4 technician had suggested vs. when the visit #5 technician contacted the visit #4 technician about the pressure switch and center panel follow up, the visit #4 technician denied saying anything to my mother about the center panel. The end result was an unecessary visit made to check parts which were working, costing everyone time and money. It leaves the impression that working parts are being replaced when it may not be necessary. I won't speculate about possible motive. While this practice doesn't cost me money at the time of a repair visit, it does cost AHS, Aand E, and me when trip charges and premiums are increased as a result.

The first two technicians either ordered wrong parts/received defective parts (visit #1), installed parts incorrectly (visit #2), or both. The original timer and box for the replacement part were taken away, I was told to throw out the old lid switch, and I received no paperwork about the repair (visit #2). Bottom line -- after six weeks, my washer wasn't fixed and the "repairs" which were made had damaged my clothes. At minimum, I'd like AHS to refund the $75 payment made during visit #1 as compensation for this damage.

The only reason I've answered Dissatisfied instead of Extremely Dissatisfied for question #2 is that my washer does finally seem to be working although 7 weeks and 5 visits by Aand E were required to make that happen.

ISSUE #3 -- WILL YOU RECOMMEND US TO OTHERS? Extremely Unlikely due to: Excessive Delays (it took weeks getting a technician to the home in the first place); Must Use Aand E Only (AHS was unwilling to have another service to handle the repair promptly when their preferred provider could not); Cumbersome Procedures (week long delay between problem diagnosis and actual repair due to parts ordering timeframe; I was required to receive the parts and report their arrival to Aand E or my follow up appointment would be canceled; Aand E "lost" the info stating this was an AHS warranty repair and expected me to correct their error); Initial Repair Failed (washer not properly repaired resulted in clothing damage); Technician Competence and/or Integrity (mishandled answers to survey; miscommunications and contradictions; inconsistent handling of parts, paperwork, information about repair needed and repair process).

My overall experience calls into question the competence and/or integrity of the entire process, especially since one technician said lost information sent from AHS to Aand E "happens all the time." SEARS owns AHS, Aand E, and also sells parts and appliances. Their actions have made me uncomfortable enough that I want to find a replacement for AHS and also avoid using Aand E in the future, if at all possible.

Aand E Factory Service provide factory repair service for appliance still under the original factory warranty. In this case we have a KitchenAid French Door Refrigerator (Model # KFIS29BBMS00). We called the KitchenAid repair number to report that our ice maker had stopped working. KitchenAid referred us to Aand E. Aand E was responsive in that they did send a "repair man" (Sam - Service Technician ID# 610469) within a couple of days. Sam determined that our icemaker was not working because the freezer portion of our refrigerator was not getting cold enough (at this point we realized that the freezer was not functioning properly as well). Sam did not do anything on the initial visit other than place a thermometer in the freezer. He ordered a compressor and stated we probably had a coolant leak. I must stress that he did not at any point actually remove the back panel to ensure that our compressor was not working or that we had a leak. Sam came back a week later once we had received the parts and took off the back panel. At that point he realized our compressor was working fine and we did not have any leaks. He then began to trouble shoot one of the circuit boards. It was clear he has not been properly trained as his supervisor had to step him through this task over the phone. He ordered a circuit board and returned 5 days later (again after we received the parts in the mail) and then realized that the circuit board that came was not the one he ordered. He installed the circuit board that did come "just in case". At this point we realized Sam was wholly incompetent as a refrigerator repairman and advised KitchenAid we wanted a different service provider. I would not recommend anyone use Aand E Factory Service.

Maytag extended warranty program. Aand E was assigned to do the work. Repairman showed the next morning and found the bearings shot. Had to order parts. Parts UPS to our house and repairman returned. This is normally a 2 man job but the repairmans partner was not working this day. He replaced the bearings and ran a spin cycle - quiet. That evening the washer started making noise again, Called the next morning and had a repairman at the house in 4 hours. He checked the washer and found a counter balance weight was loose. I am involved in a service industry and understand there is not a business around that is 100% foolproof. To me, how a business corrects their miscues is a very important factor in rating them. I have given them a top rating even though they had to return to fix a problem. All repairmen were professional.

Called Sears. Got talked into the contract. Was also persuaded to include a checkup for the washer, which was purchased at the same time, but has been okay. I was told that the $199 being charged on my credit card would include the $40 checkup on the washer; I thought it was a good deal so I said okay. I received the "protection agreement" for the dryer the same day via email.
Scheduled the repairman. I called on Monday, the earliest they could come was Friday between 1 and 5.
Around 5:30 on Friday, the repairman arrived. He was very friendly, apologized for running late.
Took apart the dryer, found the problem, looked in his truck for a while to see if he had the part, had to order it.
Took a personal phone call and chatted for about 20 minutes while I was waiting for him to finish up.
Told me that the part would arrive in the mail. Since it was already well after 6 PM he asked if we could wait until he came back to repair the dryer to go over the washer. I said fine. We scheduled the repair for yesterday (Monday after Thanksgiving) between 1 and 5 again.
Around 6 PM on the appointed day, a different repairman (Russ) showed up. No apology for running late. Fixed the dryer, told me if I really wanted the washer gone over he would do it, but he didn't see much point if I wasn't having trouble with it, and he would have to charge me $39.95. I told him that I understood I had paid for it already, and he said no, he would require payment. I really think he was running so late he didn't want to bother. I wasn't going to pay him, so he didn't do the washer maintenance. I figured I would take it up with Sears this morning (BTW the $199 I paid did NOT include the washer, so I was lied to by the Sears rep).
When Russ finished, he rattled off some questions about my repair experience. One of the questions was if I needed help with any other of my Sears appliances. I answered yes, and started to tell him about a small problem with a broken wheel on the vegetable bin in my refrigerator, but he talked right over me. I guess the questions were merely rhetorical.
THEN he asked me to take a survey, and asked me three times to give him all "5"'s so that he could keep his job.
He gave me the wrong web site, but I eventually found the correct one and completed the survey, not cruelly but honestly.
I will next use Angie's List to find a good appliance repairman, because i will NEVER use aand e again.

When my ice maker quit working in my 2 yr old Maytag refrigerator/freezer, I called the warranty company (I had purchased an extended warranty from Home Depot, where I purchased the appliance).
The warranty company looked up my location and selected Aand E Factory Service to do the repair. I was a little concerned because I couldn't find any online reviews of the Aand E Service Center here in Richmond. I later learned that Aand E is actually "Sears Parts and Repair Center" located on Tomlyn Street.
The technician arrived before the appointed time (he called first, to ensure that would be acceptable), and quickly diagnosed the problem. He was polite, dressed in a clean uniform, and arrived in a relatively new van, with the big, colorful "Aand E" logo on the side. Almost immediately, he explained that Aand E is really "Sears", but because they service things besides Sears products (and to keep warranty clients like Home Depot happy), they changed the name to "Aand E Factory Service".
The technician had impressive equipment, including a small laptop computer w/ separate small printer. He ordered the needed part (online), gave me a printout with the info, and told me he would be back the following week to install the ice maker valve.
As the date approached, I received a few phone automated calls from Aand E asking me to contact them when the part arrived (it was being delivered to my home). Once it arrived, I called the number provided and scheduled an appointment the following day for installation.
The same technician as before, arrived early (after calling), and quickly installed and tested the new valve. The ice maker is now working fine.
I was very impressed with Aand E professionalism and speed of service. The first time the technician was here less than 30 mins. The second time he was here less than 15 mins.
According to the receipt I was handed, if I would have had to pay for this repair, the valve would have cost $47 and the labor would have been $133.