A&E Factory Service

Warranty company made appointment with A&E Factory service. It was two weeks out to repair water pouring from freezer. I was told by A&E automated system that technician was on the way 9am at 4:30 pm I contact company! They state technician ID# ** said he spoke with me and I said my refrigerator had no problems!!! I never spoke with nor did they ever show up at my home! Supervisor at A&E said technician closed work order call warranty company. A&E supervisor all she could do is file complaint against technician? Meanwhile freezer still broke! Called warranty company. They are filing complaint and rescheduling appointment?

Sears used to be a reputable company. I grew up with Sears. I have a Kenmore refrigerator I needed to get repaired (small part, ice maker). Tried replacing all the parts myself, but it didn't work, so I called. Scheduled a 4-hour window (10-4). Took off work and waited. Half way through my wait, 12:30, I'm notified they will be coming after 5; then between 6:30 and 8:30 p.m. I was not going to be available. I called the service line because you CANNOT speak with a technician. You only get automated emails. Why couldn't the technician call me so I could make proper arrangements? I responded via text, phone call to the company and chat that I would not be available at the new times.

This is the worst company ever. We’ve made an appointment for somebody to come out three times now and they don’t even show up. We have canceled our own appointments so that we can get our microwave fixed. This is impossible to do with them.

We have an oven under a full warranty through Lowe's - they use A&E Factory in our area for service work. I opened the claim with Lowes on 09/28/2021. On 10/8/21, Vincent from A&E Cedar Rapids, Iowa came. Diagnosed oven and ordered 2 heating elements. On 10/22, same A&E person from Cedar Rapids came. He installed the heating elements. The oven still did not heat. He said he needed to go “meet a co-worker to get a part”. He never returned and someone closed our service order out as “fixed”. A&E supervisor “Ferdi” said I had to call Lowes and start over again to get someone out to do the warranty work.

Waited around the house for 3 hours. Called them and they said they are on the way. Waited an additional hour, called again and the rep stated they are NOT on the way. My appointment has to be rescheduled. They have horrible communication and customer service skills. I could not understand the first rep, the second rep was much better. Eventually was rescheduled out 2 weeks, after cleaning my home and waiting around on them for 4 hours. Not sure how well they are at repairs since they never showed up.

We have a Kenmore refridgerator, which we purchased thinking it was a reliable brand. Later found that it was actually manufactured by LG, not a reliable brand. Sears apparently turned all their service over to A&E at some point. We first called on Sept 30, 2021 about water/ice not working. Were told no technician available to Nov 2. This was OK, because water/ice are not crucial. In the interim the refrigerator and the freezer quit cooling entirely. We had been able to schedule an appointment for Oct 27 by hovering on the "reschedule" button. The day came and went - no service technician, no contact from A&E. Parts have been received at our home and we found we have been rescheduled for Dec 14 (by looking on their website, not because they contacted us). We are out lots of food, money for eating out and finding a place to store my husband's $2000 supply of insulin.

I use a home warranty company. I placed a work request for my washer in the beginning August, but there was a hiccup with the company they originally sent, so they reassigned it to A & E. The soonest A &E could get out was early September. The tech came out, diagnosed it, parts were ordered, and another appointment was set up to install the parts. The parts get mailed to the customer. I received the parts. On the second appointment a different tech came out, installed most of the parts that were ordered, but said that one of the parts was the wrong part. He said he needed to order the parts and reschedule to install. A new appointment was set up.

I made an appointment for a technician to evaluate the problem with my Electrolux dishwasher. I had to wait two weeks for him to come out. I got updates the day before and day of the appointment. At 5pm the day of the appointment, he said my appointment was cancelled and he hung up the phone on me. I took a vacation day and waited at the house all day for him to arrive. I did not cancel the appointment, the technician did and gave no reason for doing so. I called their customer service and got nothing but the opportunity to reschedule another appointment another two weeks away. Terrible customer service. They cost me a vacation day for no reason. If there was a minus star, they would get it. The worst experience with a company ever. They should not be in business.

How do they stay in business? Oh wait they are part of the defunct Sears network... The techs are great when they get the call. Apparently they don't even get it until the time frame of the appointment. Scheduled one appt today but the part won't be here until tomorrow. It's past the 8-12 time slot but no one has contacted us and calling their number gets you a bogus unhelpful message!

This repair was set up by my home warranty company and I had to wait 2 weeks for a tech to come out, However, the tech was prompt, polite, knowledgeable and fixed my issue in about 30 minutes! He called first to make sure his arrival time worked for me, he chose to come to me first since his other appointment was far away and he feared he wouldn’t make it to me that day. He knew I had waited 2 weeks and was respectful of my time. My washer works great now thanks to Jeremy! I was surprised and impressed. After reading scathing reviews I was nervous!