A&E Factory Service Reviews

However, it was automated, and just said they were heading that way, with no time frame. So I called the 800 number again, and asked if it was 10 minutes, an hour, or what. They said the techs usually call 30 minutes before arriving. Ok. Call was at 8:27. As of 9:03 they hadn't arrived. It's not like we live in a city with a lot of traffic that could have slowed them down. We live in a rural farming community. So my husband called the 800 number again, and was told that they showed anywhere between 9:17 and 10:17. He told the CSR that since he needs to be at work, and he works 2 minutes from our house, either dispatch or the tech could call when they got there and he would be right there. Fortunately, just as he was starting to give his phone number, the tech showed up. The TECH was FANTASTIC -- helpful, friendly, and got the right parts ordered for us, and is the only reason we're giving 2 stars instead of 1.

Meanwhile I rented a machine from Rent-A-Center which was cheaper that going to the laundromat. Tech finally repairs machine, replaced clutch, rotor and stator and said all is well, enjoy your completely rebuilt machine. Sent the rented machine back, plugged in the LG and voila, the machine went off-balance, banged around and shredded the top of the drum. Called A & E back, new tech came out and said previous repairs were done incorrectly and ordered additional parts. Parts never came and service needed to be rescheduled. It's now April 24, 2018 and I have an appointment for next week. Techs are incompetent, unskilled, smug and lazy. Phone operators cannot speck proper English and are indifferent to your concerns. Make sure you ask the store (SEARS) who will be servicing the product be buying.

I was already two weeks without a dryer waiting for the first appointment. Another two weeks for them to come here again and order the part and two weeks waiting for it to arrive and then another two weeks for them to finally get out here means I'm getting another dryer and IT WON'T BE SEARS. What a bunch of crooks!

The morning the technician called to tell us he was coming, I told him he needed the seal. He said he knew that. He came, but he had no seal. That was all that he found that was wrong with the washer. He ordered another part. We trekked down to the home for the seventh time after receiving the confirmation that we had an appointment the next day. Then at about 9:30, they called to ask if the technician had called and to let us know that they would not be coming that day. They would not send anyone that day. For the amount of times and miles that we traveled to meet A&E, we could have bought an additional washer. They are totally inflexible and customer service is their last priority.

Guy showed up, told me that the dryer was no longer under warranty: I told him that this is warranty work per Haier, because of difficulty getting first repair done in time. He argued with me about this, even though I told him that I would call Haier (who had arranged for him to come out in the first place) to clear this up. He then told me that GE had bought Haier_ wow, 2nd lie because Haier bought GE. He told me that GE wouldn't honor the warranty. Argued with me about this. I told him that I wasn't interested in getting the dryer fixed then, since the warranty wouldn't be honored. He then said he needed to charge me for the service call. I kicked the ** out of my house. By the way, I have filed a report with the Mn attorney general's office. Don't buy Haier, or any appliance that uses these worthless human beings for their repair service.

Well today is Wednesday and the man did call me to say he would be here in about 20 minutes and sure enough he did show up. It was a difficult task to get to the area of the hot water tank but the man was very nice and polite about dealing with it. Although he found no problem and the pilot lit quickly for him (it didn't when we tried), we were very pleased with how he handled everything. The repairman's name was Randy and you couldn't ask for a nice man to come and service your product. I was afraid and wasn't sure what to expect after reading so many negative reviews, but this was a very pleasant experience with A&E Factory Service and I would definitely let others know.

The customer service person tried to schedule me and the system would not let her do it. So she tried three other days, with no luck. She put me on hold while she talked to a technician. Came back and said no problem. Tried to put in a service date again but with no luck. Put me on hold, this time for about 15 minutes, came back and told me that A&E no longer serviced my area and to contact Magic Chef for another service provider. Contacted Magic Chef and they said that they only authorized A&E to service their products. They are going to look into giving me a refund. Would rather have my dryer repaired as it was great while it worked but shocked that Magic Chef would use such a low rated repair service. Not sure how they are staying in business.

Over the last year they tried changing parts, some parts they changed several times. The last time the technician was here he had to video chat with the factory so that they could see the problem, they instructed the technician to put 6 screws in the bottom of the oven so that it would not rub when opening the warming drawer. This is not a suitable fix for a brand new appliance, and it did not even fix the problem. I went to social media to try to get someone to respond and they did. Within 2 days of taking to Twitter I had a replacement range in my home. Sounds great, right? Well no it is not great. The new range has the same manufactures defect. It does not allow me to utilize the warming drawer when the oven is warm.

Earlier in the week I called Home Depot warranty case manager, Elizabeth, and she said she would have the part ordered and overnighted to our house. It came 2 days later. No one from Home Depot told A&E that they did this, so A&E canceled our appointment, but didn't tell us. My husband is at home waiting on someone to come, but they call this same morning and said since the part didn't come they have to reschedule. But the part is there at my house, but they won't have someone come fix it. My husband does not get paid when he doesn't work, so now he is not getting paid and no one is going to fix it and we have to reschedule yet again. All they could do is say they're sorry over and over again, but will do nothing to correct the problem. I am so mad, but they don't care. I could barely understand the people on the phone because they are in the Philippines.

This has to be the worst company I have EVER dealt with. If I ever buy an extended warranty, I will make sure to find out if A & E factory repair is the service provider. If they are I will not even buy the appliance. I would NOT recommend this repair company at all. Their customer service reps AND the service techs are INEPT!! They must be the bottom of the barrel workers who can't find jobs anywhere else. UGH!! HORRIBLE MADDENING EXPERIENCE!!!

Terrible Customer Service, constant blame game, Inexperienced agent and supervisor to say the least. Unfortunately I ended hanging up as I got so frustrated with their lack of customer service, everything was just a script that they were obviously reading from, same words over and over. I ended up calling Lowe's and spoke to an agent in their corporate call center, he set up an emergency service call, hopefully that will happen sooner rather than later?

Two weeks later a technician came and diagnosed the unit and decided he would replace the internal cooling system under warranty, but he would need to order the parts and wait for them to arrive. They would not refund or credit us for the initial visit even though we were made to replace a working part. After two more weeks we had received the parts and another technician was dispatched to perform the replacement. He arrived in the late afternoon on Friday January 5th and was there for around an hour. Within 30 minutes of him leaving our refrigerator began audibly leaking refrigerant gas. We opened the doors and windows and called back to explain the situation and try to get the technician to return asap, but we've been told over and over that no one will help us until Jan 18th. We've incurred additional expenses as a result of being left without a working refrigerator for ten days so far. We will never buy Kenmore products again.

His 2nd question was "so which Sears store did you buy this from?" After removing the door inside panel he says the insulation was glued in so poorly (because Frigidaire has such bad quality control) that it was binding in the door hinge. He orders a new door panel. It arrives 2 weeks later. A&E sends out a second tech. This guy tells me right off that I bought a piece of crap. I feel so much better now. He takes apart the door and declares "the last tech didn't know what he was doing and there is nothing wrong with the unit." He installs the new door liner and leaves. These two techs have now dented the outside of the door and the inside bottom pan.

My wife and I load the dishwasher up and run a cycle. After opening up the door to remove the dishes I notice a 8" long piece of gasket material on the floor under the dishwasher. Called A&E again who of course want me to tell them which Sears/Walmart etc. I said I don't want either of those techs to come back and I would like to talk to a manager. She told me I can not talk to a manager. I asked her politely 3 more times and she flat out said "NO". Sent me to Sedgwick claims department who wanted to know did I buy it from Sears or Walmart?! I finally gave up, it seems to be working. I would never recommend buying from any store that uses A&E Factory Service.

The technician arrived at the agreed upon date, and said he was with A&E Factory Service (The first time I'd heard them mentioned). I knew about the service fee, but since the fault seemed to be the igniter which costs $25 I figured it wouldn't be a lot more. He proceeded to spend an hour moving the stove around and talking to himself before I had to run some errands. My wife remained behind. When I got home, the tech was gone, but had collected $233.74, set up a return appointment time (for a week later) saying he needed to get a part, and noted on the receipt that an additional $137.26 would be due for the part. I was pissed, but figured we'd already spent so much to have him look behind the range and leave that we'd just let him finish up with the rape.

Almost immediately I started receiving robo-phone calls from A&E saying I needed to call and schedule an appointment to have the technician return. I was holding his receipt with his scheduled return appointment time, so I figured they were mistaken. They called every day for that week with the same message. Finally, on the scheduled day of the return appointment, the technician failed to return.

I then called A&E's 800 number and after waiting on hold for 20 minutes the call was answered by a young man with a very thick Southeast Asian accent. I explained my situation, and he attempted to look up my claim. I gave him my phone number (the same number they'd called over a dozen times) and my home address (where they had sent their technician).

It took over 20 minutes to convey and confirm this information, since English was apparently a passing fancy of this guy. Finally he proclaimed he couldn't find my account. I lost it, screamed for a while and he asked me once again for my info. I repeated very slowly every bit of info, and suddenly there was my account. He said I was supposed to receive the part at my house and call A&E to schedule an appointment. Strange since the service tech had already scheduled it. I got off the phone and within an hour received the package. I called A&E again, waited on hold again, and after 25 minutes the phone was picked up... by a fax machine tone. I called them back, waited on hold for 20 minutes and was finally connected to a woman with a deep Southeast Asian accent. I told her I needed an appointment, she scheduled me for a week an a half later and I hung up.

The next day a woman from Sears Parts Recovery left me a message saying I needed to set up a time to give her the "erroneous part" I'd received. I saw red, and returned the call. On hold 10 minutes before a recording stated there was nobody there to take my call, to leave a message with my service district number, customer's name and phone number! Obviously this call was meant for the technician. I left a slightly irate message and haven't heard back from anyone. It's hard to imagine a more incompetent process, I'm still in the middle of it, but am seriously considering cutting my losses, tossing the stove and buying a new one that is in no way affiliated with Sears, A&E or Whirlpool.

Finally, I get an email way after hours that they are not coming. I called and Sears stated "it's the end of the day, they had to get home to their family." Are you serious? I had to reschedule which was 2 weeks later. I had a tech show up, diagnose the same problem as before, order the parts and a date to install the parts. That same day in the evening, another technician from Sears (A&E) showed up and told me that the tech from this morning does not know what he was talking about, bad mouth the other technician, wasted 2.5 hours of my time, and that the parts he ordered are totally wrong.

He "canceled" the entire previous order, placed a new order under his "technician ID" (Dave - **). I assume to get the credit for this call, and then became argumentative and rude with me in my own home. I asked him to leave and then he sat outside of my home for about a 1/2 hour (I have video footage). Being vindictive, he then canceled all of my parts, my upcoming appointment and I was still charged a service fee. This is unbelievable, the worse service I ever had from Sears (A&E) and in the future, I would "never" use Sears (A&E) for any type of repairs or appliance purchases.

Now my wife and I are raising 3 teenage grandchildren to say the least a big inconvenience without washer. Anyway part arrived 11/27 great maybe they can get there before the 7th. Called that night, "Oh sorry we had to reschedule you for 12/14." ?? Needless to say OUTRAGED! Puts me over a month since I started claim. Called they can do nothing. Waiting and wondering and don't think door switch is going to take care of problem. Going out of balance first and then the other problems. May have to find a way to get my 199.99 back and find another washer or repair service. Reviews should have a way to leave less than 1 star, should be in a minus rating.

Long story short, the microwave broke a third time, same story, but this time I called them with the error code and they told me to buy the part and then they would come out and install it. I did, and two weeks later a guy showed up to install. He immediately said it was the WRONG PART and wanted me to pay him $250 for the visit!! He told me to buy a new microwave. I explained how expensive that one was and told him I wanted to call A&E and talk to someone about the part, but he was angry and in a huff because I wouldn't pay right then, and he left!!!

I finally got through to A&E and told them what happened, and they said, "Oh, I guess it's the wrong part," but there is NO PART, that microwave model is no longer produced! I ended up having to buy a new microwave. Two months later I got an invoice from Sears/A&E demanding the $250 payment or they would send it to debt collection.

I wrote them and explained the whole situation, but they wrote back and said I had to pay or they would ding my credit. I wrote again and complained about the poor service. They wrote back and said they could reduce it to $140, but that was the lowest they would go. I wrote again, and again they replied and said, "Pay now or it would be reported to the credit agency." I finally gave up and paid, but I am very, very, very, upset with this company. DO NOT CHOOSE THEM FOR SERVICE! Don't purchase anything from Sears!

I also found out that he came from Bloomington which is two hours away, plenty of time that he could have called to tell me he was on his way. I have already had the company that I bought the fridge come out and they told me it was a bad compressor or a leak in the sealed system and that's when they told me it has a parts warranty on those parts and that I would have to call Kenmore. I was told that when A&E came out that they would completely diagnose the problem so we knew it was worth fixing. The A&E man checked a couple of things and called Sears diagnostics, they wanted some readings from him and then he was told to order a compressor then checked sealed system for a leak when he returns to install the compressor. He told he needed payment ($310!!!) for labor upfront before he could order parts and be another 2 weeks before he could return.

He also told me he thought it might need a circuit board because the fridge is saying it is 32 degrees in the fridge and -2 in the freezer and it is actually 72 inside both. I told him I wanted the seal system checked today so I know if it's worth fixing because Kenmore might replace the fridge or give me money back depending on the cost of repairs. He said he didn't have time to leak check today. I told him I wouldn't pay anything until my fridge was fully diagnosed and he refused to do anything else today so I told him just to leave. He then told me I needed to pay an $89 diagnosis fee and I told him I wasn't paying any money until he completely diagnosed my fridge so he left.

I called Sears back to see what they were going to for me now based on A&E' s report and they said the only thing in the report was that I refused to pay. So Sears/Kenmore has no idea what the extent of the repairs could be. Both of these companies are terrible to deal with and we never buy Sears again. If you buy any appliances make sure where you buy from can work on their products warranty or not. I learned this lesson the hard way.

Tech muttered during his "repair"??? Approx 1 hour repair, after which the tech told us to leave the fridge in the middle of our kitchen since moving it would likely spill the contents of the condensate pan onto our new Hickory hardwood floor (not good). The tech guessed that overnight the evap fan would evaporate the water in the pan. I guess draining a quart or so of this water was too much for this tech and his opinion was that a fridge in the middle of our small kitchen made perfect sense. The tech never checked for cooling in either fridge or freezer. About an hour after his departure we thought it the right time to re-load the fridge and freezer.

Luke-cool fridge and room-temp freezer. One more hour passed and both fridge and freezer were room temp and not cooling. Called A&E - "closed". Called Lowe's who held us while consulting with A&E by phone and was told someone will call within 30 minutes to set up an immediate return visit. Waited 90 minutes and no call. Called Lowe's who again called A&E who told them "ticket closed" will set up for Nov 27 visit. Called Lowe's and A&E first thing next morning and were told by A&E that the "first available" appt for re-visit is Nov 27. FOUR DAYS AFTER THANKSGIVING!!! (Day of this call was Nov 16)!!! Day of tech visit was Nov 15.

Did I mention that both fridge and freezer were working fine up to the point of the tech visit? Called the A&E resolution HOTLINE this morning (Nov 17) and was told "Nov 27"! (Some resolution). Pleas went without response by third-world boiler-room phone - babe. (A true "resolver"). Thankfully Lowe's intervened with A&E and so far - NO RESULT! Also thankfully Lowe's furnished a loaner fridge which is doing fine and we wait...

However, the charge ran through as well as the charge from the rep on the phone. I immediately grabbed my computer to check my credit card balance and alerted them that they charged me 2x's. The person on the phone said that charge by the service tech would not go through and if necessary let my credit card company know just in case. Well, it has been almost a month and we have not been reimbursed for both double charges (~ $700 in total that we are owed). We have been emailing back and forth and getting nowhere so far. The billing specialist claims they have initiated reimbursement but we have yet to see anything. We have tried other channels at Sears and we get an explanation of what the charges were for but they don't acknowledge the billing mistake. I would watch out if you are using Sears Home Repair/A&E.

Long story short they addressed the issue as being a bonnet that needed to be replaced inside but surprise, surprise they didn't have any available parts to fix it at that time. At that time we scheduled a follow up appointment for 11/13 to have the new part installed, and the issue corrected. Yesterday I received the replacement part via UPS, and then received another unexpected surprise from A&E Services... At that time I was told to contact them at my earliest convenience in order to reschedule the appointment... I reviewed their website which stated they were available until 10 PM CT and called them around 5 PM PT which was well before their closing time. Much to my displeasure I was greeted with a message stating that they were closed and to call back during business hours.

I finally reached them after multiple attempts and was told that I needed to reschedule my appointment because they overbooked their scheduling and would have to wait until 11/24 at the earliest. Are you kidding me!!?? First and foremost the original technician should have had plenty of parts to cover common issues, and from what he informed me this was a pretty common issue, then to call me a few days before it's supposed to be repaired and told to wait another 11 days or so before they could come address the issue.

I find this type of service completely unacceptable, and it's highly frustrating that due to no fault of my own that I want going to be without a functional washer for nearly 6 weeks. I can honestly state that due to this service, and the huge inconvenience that their errors have created that I will no longer be purchasing any extended plans from Lowe's if this is who they plan on using for their "repairs".

I called them promptly on Monday morning and the representative told me they could have someone come on November 10! That is over a week away! I have two small children and this is unacceptable! There are other repair places out there that can help me and this is why corporations should not handle repairs from out of state because they lose sight of families and have no hearts. They should rather contract to local providers that service 50 mile radius and have at least two in each area so that situations like this do not happen again!

I did call Lowe's as this is warranty work and I am very hopeful to get this issue resolved with administration dept although some lady at Lowe's who was very condescending to me told me that she was as far as I could go. Well I do have the President's phone number, little does she know. Again, they were supposed to be out on 10/25/17 but again at 3:37 pm David of A&E calls and says that he will be on his way soon. I told him that he should had come here first this morning since they had screwed up my other appt. He told me that he did not schedule the appts and he would be here as soon as he could.

I told him that he better be here before 5:00 pm because I was told 8:00 am -5:00 pm this time. He said he didn't know if he could make it or not. He then calls his supervisor and tells them that my behavior was bad and he wasn't coming here. They are the ones acting like jerks and not doing their job, if they don't get to you then they should put you at the top of the list the next day. Now let me ask you, who wants someone in your home at dinner time working on a machine maybe an hour or two while you are having family time. I live in a rural area and they are a monopoly here and they just don't care.

They work the populated areas first to get more tickets completed and the people in the rural areas are treated like crap. I have since called Lowe's and told them that I did not want them at my house period. So now I have to pay for my warranty work and hope to get paid back by Lowe's. I don't know but this isn't over with yet. When I worked in Houston for an apartment complex we had the same problem, schedule appts and don't show up. I do not understand how anyone can stay in business treating people like this. It has been 2 months in getting this machine fixed, they are a very incompetent company and the people running it need to be fired and new customer reps.

Every time you call you get a call center in the Philippines. They don’t care what happens and cannot and will not help you. If they don’t show up for a SCHEDULED appointment you don’t get put on first for the next day, you go to the end of the line and start the process all over again. All of the 1 star reviews are an accurate portrayal of what you can expect out of this company. Believe them, that’s what you can expect to happen to you. Avoid this company like the plague. Went with a local company and problem fixed in a matter of a couple of phone calls.

When the part was not sent I started making phone calls again and said I needed the part before the tech comes back. Still no part was received so I made a contact via their website on the "contact us" link and a response said that they could see from the computer program that I had called and they would look into it. The tech came for the appointment and I told him what had transpired and we still had a broken part. He called a couple of people at A & E and found out that they had not sent the new part so he ordered it from his van while in our driveway. He gave us his cell number to call when the part arrived.

The part arrived and we left three messages on his cell number to call us to set up an appointment. He never responded. Getting frustrated (mind they already had our money up front), I found our account had been scheduled for a new appointment. Luckily I could be home but no one bothered to tell us about the appointment. It was for noon to 5:00. The tech never showed up. We made a few calls when it looked like he wasn't going to come. One person said he was on his way, we were the last on his list. Later we called and we were told he has until 5:40. Later we called and we were told we had to reschedule.

Another appointment was set up for 9/14/2017 and again he never showed up. We received the automated call and email at 11:20 saying the tech was on the way. A few hours later I called and the person said they would have the tech call us with an ETA. Didn't hear anything. Later I called and the gal said that at 11:42 he put through a change of status and asked us if there was an issue with the parts.

I told her the parts have been here waiting and this was his second no show. I told her I wanted nothing to do with this company ever, and they have been extremely bad, and that they are essentially stealing my money. I told her I wanted my money back, I also asked to speak with a manager and to speak with the "back end dept." as she called it. She did not refer me to anyone else and said I have to return the parts to get my money back. I told her to just send me the money for the labor minus the parts cost. That's not the policy, I have to send back the parts. I told her I was reluctant to do that because I don't think they will send me the money. I did not want to reschedule a third appointment because frankly, the tech. is not going to come.

With no option left to me I agreed to send the parts back and she put that in her system and said someone will pick them up. I'm making copious notes of every detail I have had with this company and copies of all the parts and bar codes so I can prove I had them. (since she had no form to fill out). If one looks at the complaints online, it appears that this is typical for the company and it is nationwide, not just an isolated incident with a tech. in this area (Rochester, NY).

I think this company is scamming a lot of customers and because the expense is not that great I suspect a lot of customers just get frustrated and give up. I've never in my life had any dealings of this sort. This is my first complaint online... that's how bad it is. They don't communicate with you, they just plain don't show up for appointments and don't call to tell you, they make appointments and don't tell you they've done it. It's absolutely mind boggling to me that they get away with this. This company apparently also provides the warranty service for many appliances so beware when buying a new appliance, if A&E is the service provider, I'd walk away and buy another brand if you can find one. The manufacturers need to know that A&E is a disgrace and they will lose sales if they don't drop them, fast!

This is the worst company to deal with. I have spent the last 2 weeks going to the laundry mat spending between 30 - 60 dollars a week, and finally we broke down and rented a washer to hold us over until something can be done. Now I am told it will be another 48 hours before the warranty company receives the notes from the technician stating the part is no longer available.

Mind you the warranty company has been waiting for almost 2 weeks for these notes. Then another 5 days for the warranty company to review my warranty contract and decide if they will replace my washer or give us a pro-rated refund for our washer. We only receive a laundry credit of $25.00 for our inconvenience, no reimbursement for our time without a washer, having to spend money we didn't have at the laundry mat and now renting a washer. Not to mention the daily phone calls I have made to each company. At this point in time I am ready to say screw both companies and just keep the washer we are renting to own and scrap the one that can't be fixed! Extremely frustrated.

While testing the new heating element, it smelled like the dryer was catching on fire. He explained that it was completely normal because of the "oil and dust" collected on the element during shipping. A simple Google search verifies this. No big deal -- it will wear off after a cycle or two. Anyways: Not sure why there are so many negative reviews of this company. The technician was friendly, he was prompt, did the job correctly, and moved onto his next one. I am assuming that only those people with poor experiences have actually left reviews, meaning there are many more people like me that have had no problem with A&E Factory Service.

Fast forward, here we are in September and my microwave is still not repaired. I had to file a claim to get them to even order the part. Technicians lied about no one being home, that it was a counter-top microwave. For 4 appointments in a row no one showed up. Yesterday I emailed the claims representative I have been working with to resolve this matter. From February until July 28 I have been able to use the broken microwave; however, today, it is inoperable.

To make a long story short. Consumers beware and take heed. Read the complaints and stay away from A&E. Finally, I made contact with Mr. George **, Tech Manager from the College Park Office. He promised me that this issue would get resolved and he mentioned that there were some words said pertaining to the local technicians in the Bonaire, GA area. The individual made comments that he was not coming back to my house, and Mr. George ** was aware of the comments. It was great that the technician did not want to return because I never want to lay eyes on Badge # **. I don't want him in my house because my grandma told me if a man lies he will also steal. I'm just saying. But here is the kicker... A&E kept setting my appointments with the same guy. For 4 weeks in a row he did not show. Considering Mr. **, who is the big man in charge, he knew who was on the schedule.

Now, let's talk about Mr. George **. He promised me he was sending his lead technician, allowed me to choose the date and time, and he was coming from College Park, Georgia to meet the technician at my house on August 22 at 12:00 PM. When I called George on the 22nd, he decided that he was not coming but he and the technician were going to face time each other. The technician did not arrive on time... about an hour and 45 minutes late. When the technician arrived to my home, he sat in the van 15-20 minutes before he decided to get out and come in. He assessed the situation, placed the order for the part, and would return on August 30th to complete the job. Cory told me he was putting his name down specifically as the technician for the 30th; however, he could guarantee anything.

On August 29, I called and spoke with Mr. ** to make sure my appointment was scheduled with Cory and not badge # **. Mr. ** confirmed. On August 30th, I called Mr. ** to check the status of Cory. He told me Cory was in Cadwell, Georgia and should arrive to my house within 45 minutes to an hour. GUESS what? No Cory. So, I called Mr. ** back and immediately he texted me that he could not talk, so I texted him back inquiring about the technician. I sent several texts to Mr. ** and he never responded.

Initially, I had an appointment scheduled on Sears Service Order site; however, Mr. ** removed the date of August 30. I received an email today saying that my appointment has been rescheduled for September 7th. I did not call to reschedule an appointment. I guess Mr. ** took that upon himself as well. So, here's the funny part. On the Sears Service site, it shows my last appointment being on July 28, which is a lie. You mean to tell me it took from July 28 to September 7 to get rescheduled. August 22 and August 30 appointment dates are not showing up. So in essence, it appears nothing has taken place since July 28. LIES... LIES... LIES!!!

I still have not heard from Mr. **!!! Also, I have a picture of the part Cory ordered and the current state of my microwave. In addition, you will see the huge gap between July 28 and September 7. A&E Factory Services is a joke!!! What else can we do? What are my legal options? This behavior is unacceptable and unprofessional. Thank you for your time.

I then called back and chatted with someone else who was just as adamant they would not waive the fee, nor would they let me chat with a supervisor. I told them I thought it was a total rip off, it didn't phase his so I assume they hear it all the time. I am like Caesar... Millions for defense, not a cent in tribute. I'll spend double to buy a new washer rather than ever give them another red cent. They are, in my opinion, nothing more than a total rip-off!!!

So I had to lug this heavy, soaking wet, very large blanket into the biggest container I could find, all the while getting my floor soaked even with trying to wring out as much of the water as I could. Unplugged the machine, some of the water gravity drained out. The next day I got the machine restarted and the pump kicked on for the rest of the water in the machine. Then a couple of weeks later, after doing several loads of laundry, I got this terrible odor from the machine. Like scummy pond water. Started to run a clean cycle and after the tub filled with about the correct amount of water, bells went off, lights were flashing and the machine stopped and wouldn't restart. Unplugged, left for a while, water gravity drained only, but wouldn't restart when plugged in and the pump wouldn't come on. Left it until late the next day and same thing.

So I called Lowe’s. Earliest appointment with A&E was in two weeks from the time I called. They only come out my way once a week. Tech came out, ran some diagnostic tests and said the machine worked now, but that he would put thru the paperwork to see if Lowe’s would approve it because he thought it was an intermittent problem with the motherboard - intermittent shorting. He never voluntarily told me that the machine would be OK to use, but I had asked him if I could "run it until it broke again." Then he said yes.

Well, after all this, I really didn't want to take a chance of having the machine stop in the middle of a load, especially when I wash Queen/King size bedding. So I've been driving over 50 miles round trip into a larger town so I can wash in a decent laundromat at $6 to $10 a load. I called Lowe’s Service today to see what the status was on the part and the first person I talked to said he would check with the service provider (A&E), put me on hold, then came back and said that the part was in stock and that they didn't know why no one had called me to schedule an appointment, but that someone would be calling. Told him I was out some of the time and he said they told him that if no one answered, they would leave a message or send an e-mail.

Afterward, I started thinking about this and it didn't sound right because A&E has previously had the part UPS'd to me and then I would call to make the appointment. So I called back to Lowe’s Service and talked with a very helpful lady. However the news wasn't what I wanted to hear. She had called A&E and talked with a supervisor who told her that the tech had NEVER even put in a request for the part and put in his report that the machine was working. So nothing was done. And, unfortunately, he never gave me a "no charge" receipt and I didn't think to ask. As of now, the tech is supposed to call me, they are getting the part, and the tech is supposed to schedule the return appointment. We'll see now how long I have to wait (won't wait long) and how many more trips to the laundromat I have to make.

Next day refrigerator still was not working so A&E sent out a different repair person and as soon as he hooked up his voltage meter he was horrified!!! He immediately unplugged refrigerator and called someone on phone. Hearing his conversation, he told that person that the previous repair person installed the board wrong and literally fried all the components and cooling system. He said they were lucky it didn't burn down our house!! The whole refrigerator was fried!!! He left with the remark "well, you better call Lowe's and get another refrigerator". We had to go through a lot of paperwork but the local manager in Bend was very accommodating and made it good. We picked out another refrigerator and told Lowe's that A&E was not allowed on our property ever again!!! Buyers beware... They work on Samsungs, LGs.

This was extremely inconvenient as my refrigerator was not maintaining consistent temperatures and I had concerns with food going bad in the hot weather. Customer service was most unhelpful. After the new part was installed I paid the $200 labor balance. I was not able to find out how this charge was determined. The technician time on the site was under 20 minutes the second visit and under one hour the first visit. $300 to diagnose and replace a simple part? Over $400 bill? Is this price gouging? Will not use the service ever again. To replace a defective part???

He arrived at 9:30 am, spent about 30 minutes and determined the problem needed a part. Ordered the part and scheduled to come back in two weeks. Couldn't make the credit card work for payment and said they have problems with it. Said call for earlier appointment if the part arrives early. It did. No earlier appointment available of course. So we wait for the originally scheduled appointment on a Monday. Friday before they email to say they need to change the appointment to the next morning. Tuesday 8:00am - 12:00 pm. We rearrange our schedule to make that work (no real choice). Wait on Tuesday morning. Nothing. Called at 11:30 and was told, "No technician has been scheduled." Can't tell me why. Said they would reschedule the appointment for the afternoon. Um, not available in the afternoon (I work and already took the morning off to wait for their technician). Okay, next available appointment in two weeks.

Unacceptable. Cannot give me a reason why they didn't schedule a technician when originally rescheduled (BY THEM). I asked to speak with a supervisor and was told, "They'll just tell you the same thing." No problem. Wait 10 minutes on hold for a supervisor, who does in fact tell me the same thing. When pressed, he did say they were overbooked. He again offered to reschedule for the afternoon, AFTER I'd already told him that I wasn't available. He offers the same appointment time in two weeks. I repeatedly told him it was unacceptable to wait that long after their mistake. He suggested perhaps I should call GE for an earlier appointment. Little did he know that GE doesn't even service my area.

Look I understand things happen, schedules get booked up, etc. But this is standard operating procedure for this company. If they had apologized, offered to accommodate me since it was their fault, or in fact offered me anything for my inconvenience I would have been placated. I came here to read reviews only to learn this is extremely common procedure across the country (not just in my area). I canceled the appointment and called a local company that can come out the next day. I will NEVER use this company again.

Later that same day, I decided that I would be better off purchasing a new dishwasher and I called A&E to cancel the appointment and the part order. They stated that the part was order and shipped, however they asked UPS to just return the part back, which they did. I was told that once the part was back, I would get my $262 refund. It's now July 17th and A&E has denied my refund. I am being charged for a part that I have never seen, nor came to my house. A&E claims they tried to contact me and left me messages, but that is a flat out lie. They keep shuffling me back to Sears, then Sears tells me it's A&E that need to give me a refund. If I had the option to give zero stars I would. If an A&E technician comes to do a repair in your house, lock the door!

They set up an appointment with me about two weeks out. Because this is a second home, I had to commute to Galveston to meet the technician. I was an hour early to the scheduled appointment window. After waiting 5 hours and not seeing the technician, I contacted A&E regarding the status (as it was approaching the end of the appointment window). The service agent on the other line indicated that the technician came by the house about 30 minutes prior to my call but no one was home so I need to reschedule. That was just not true. I was home the entire time and did not see the technician. The technician had blatantly lied about showing up.

So, I set up another appointment. Again, first available appointment was two weeks out. I, once again, commuted to the house, waited and the technician showed up 20 minutes AFTER the appointment window. He spent 10 minutes working on the dryer, indicated that there were two fuses blown, then told me that they don't carry parts and that they would have to be ordered and shipped to the house. Seems crazy that they don't carry any parts for repairs. So, we ordered the parts and set up another appointment two weeks out.

While waiting to sign the bill, I had to speak with another customer service agent on the phone with the technician present so they could try to sell me on an extended warranty. the technician said this was standard practice. My first warranty repair had yet to be completed and they were already trying to sell me on an extended warranty. To boot, this technician really didn't seem to show much interest in getting the dryer fixed very quickly.

So, the parts arrived prior to the third appointment and I once again commuted to meet the technician. Again, the same technician arrived 30 minutes past the 4 hour appointment window that was previously established. After spending 5 minutes installing the new fuses, he indicated that there was still one more high limit thermostat that needed to be replaced. Of course, he didn't have the part, and he discovered that this part is no longer in stock. I could not believe that a one year old dryer no longer has parts for repair. He said that I would have to call GE to discuss the issue with them. When he left, the dryer was in various pieces with parts scattered about.

I received a call from A&E the following day indicating that since the part was no longer available, they would need to send someone out to take pictures of the dryer. Pictures? I asked why and they stated that they need to see the part that had gone bad and figure out what to do on their own. While it didn't make sense, I went ahead and set up a 4th appointment with A&E to some take pictures. Again, first available time was 2 weeks out.

After doing some research on my own, I found the part on the GE website and ordered it myself. It cost 5 dollars. I found the part on several different websites. All the parts were genuine GE parts. The part arrived about a week later. I contacted A&E and told them that I found the genuine GE part online and to tell the technician that I will have the part and be prepared to install it instead of taking pictures. The lady noted the conversation in the file.

So, again, I commuted to meet the technician a 4th time. Again, I waited past the appointment window, and when the technician did not show up, I contacted the service agent. The agent informed me that the technician came to the house but no one was home so he left. Another lie. I was home the entire time. Never once did I receive a call on any of these missed or delayed appointments. After spending about an hour on the phone with them explaining the situation, the agent reached the technician by phone and was told by the technician that he cancelled the appointment because they cannot install a part that they did not order even though it was a genuine GE part and that they no longer stock that part. Basically, I was screwed.

I escalated the call to a manager on duty, but I was told the same story and they would need to again send someone out to take pictures of the part that needed replacement. I was caught in a vicious circle that had no end. I have a 5 dollar part that they could not stock and could not install on a dryer that was under warranty and less than a year old and left in pieces by an incompetent technician and authorized service dealer.

Having gone 10 weeks without a dryer that required minimal repairs (basically three fuses), I ordered and had delivered another dryer from another brand and had it delivered within 48 hours. The GE dryer, and all its parts, was hauled to the garage until I decide what to do with it. Funny thing happened a week later. I got a call from A&E asking to set up an appointment since I was not home for the last appointment. What?? They are completely incompetent. I relayed the story to the poor service agent on the other end of the line and he was at a loss for words. There was literally nothing he could say or do. To summarize, I would never ever use this company again for any sort of repairs and I would never recommend them to anyone. Consequently, I would not recommend any GE branded products if their only authorized service agent in Galveston is A&E.

The customer service reps flat out LIED to appease me rather than answering my questions and concerns. Overall I wasted more than an hour on the phone with these people, and made 8 calls due to being hung up on seven times. Apparently the customer service reps get in trouble if they escalate a concern to a manager, so they will transfer you to a peer or give you an irrelevant external number to call so that you, the customer, hangs up on them and they are off the hook. The 800 number is an offshore number, and all of the customer service reps are young Asian kids who barely speak English.

The service technicians have no contact with the offshore 800 number customer service reps, so there's no point in asking the customer service reps for a "day-of-repair" phone call to confirm the appointment. In this day and age, it should be common courtesy for the technician to update the customer with an ETA via text or phone call ("Hi Mr. Customer, you are third in line today, so I'll probably be there late this afternoon. I'll call you when I'm finished with the job before yours.")

I was told that the parts that were installed, the service visit and diagnostic fee were all non-refundable, and that I would get precisely $0.00 back from them, even though my dryer works exactly the same now as it did before the "repair" - and with no chance of getting my money back, I am now at their mercy for scheduling a second visit to hopefully fix a dryer that should have been fixed the first time around. It is now 6 pm, and I have rescheduled my plans for tonight to wait for this tech to show up, even though the 3 pm to 5 pm window that was originally scheduled has long passed. He still hasn't called or texted with an ETA, so there is no guarantee that he will even show up tonight. I will post this on Facebook and file a complaint with the BBB, as well as call my CC company and file a reversal of charges with them. If you need an appliance repaired, USE ANGIE'S LIST!!!

He then came in and we went to the stove. He asked me where the breaker box was. I showed him and was going to turn the breaker off. He pushed me out of the way and wanted to turn it off himself. He then disconnected the wires to the stove and dropped them behind the stove and couldn't reach them. He was going to have to reschedule for 2 people to come out and pull the stove out to get to the wires. Then a few minutes later he started jerking on the stove to try to pull it out himself. Then he went to his van to get some kind of a cart to help him.

He started complaining about Sears and said he wouldn't buy anything from Sears. Then he started complaining about the person who ordered the parts. When he tried to put the stove back in place he bent the door to the oven and cracked the stove on both sides. He could not get in back in place correctly either. He proceeded to say the stove/oven would need to be replaced now even if he had to pay for it... Yeah right, I now have been transferred all over the place trying to get this resolved and my stove replaced.

Talking to someone in the United States of America is almost impossible. Sears also contracts out their customer service to international places like the Philippines. So trying to talk to someone in the USA is ridiculous. So after numerous transfers I finally reach a customer service area in Texas. And all they can do is send another diagnostic tech out to evaluate the damage in 7 more days. I told them it better not be the same guy from A&E Factory Service. So now instead of not being able to use my oven I am now afraid to use the oven or the stove. And I have to wait a whole another week. The technician name with A&E Factory Service is TRI.

The problem here is the schedulers are unable to anything but make appointments so they keep scheduling the same guy to come out and he cancels the appointment without even a courtesy call that he is not coming out. I have spoken to their customer service department which is useless but apologetic and schedule another appointment for someone to come out and fix the washer assuring it will not be the rude technician and lo and behold it's the same guy and he cancels the appointment and doesn't tell us and it's like being stuck in Groundhog Day. No matter what supervisors and managers I talk to that assure me things will be different this time and they are exactly same. The important thing to know is they do not stand behind the warranty because they are unable to fix my washer and they have ordered more than 4 parts actually 5 or 6 parts now. They are supposed to replace the washer under the warranty.

I have a feeling they have never done this because I get every kind of runaround when I make this point with them. At all cost they want to try to repair. The technicians don't know what they are doing, they lie to save their hide, they order wrong parts (one was to a refrigerator and the other to a washer I don't own), they say they put them in and really didn't. I know they didn't put the part in because the company called the day before to ask if it had arrived and it had not. They put a trace on the package and it was not here for him to install. So he did not in fact install the part but the technician screamed at me that he had put it in himself. He became abusive when I confronted him about the part being traced by the parts department. I filed a second complaint that fell on deaf ears also because they sent him out again and again and then he cancelled the appointments and was a no show/no call.

For 3 months I have had these people coming in and out of my house and tearing up my washer making worse. Of course now that it is developing a new issue due to being half fix and having to be used when we can make it work it's worse than ever. Now they want to focus on charging upfront for service calls and part before they come to see what is wrong with the washer because they can't comprehend that if you half fix something and you don't put in the part that was missing maybe it not going to work right. They want to start a new order number and start the process all over and charge more money. There is no reasoning with these people.

I believe they are just phone people with no authority but to make a new appointment and the supervisors are no different. They offer empty apologies and do the same thing over again. We have no choice but to try and use it. We have 3 kids and 3 adults living here. Customer service is outsourced. Good luck getting anyone to understand English. Stay away from this company. Not worth the headache at all. Like I said this washer has been under repair since March now.

So, I called Sears (who also stinks!). They said someone had come at 9:25 a.m. Are you kidding me?!?! I was only gone 25 minutes. Couldn't A&E have called me and said they were on their way or that they were at my house? So, now I sit and wait for another two hours for the person to leave their job and come back to my house. By the way, the appointment they are at right now is 2 hours away from where I am now! Maybe I will get service and maybe I won't!

Got the part within a week but had to wait the other week out. Two different technicians showed up this time. They didn't know how to put the part in. Well one kind of did so he instructed his partner on how to do it. Took them over 2 hours. Ok they thought they had it correct and left. The freezer was not fixed. It continued to do the same thing it had been doing. I questioned whether we even needed that part and felt it was some other problem.

Called the company to get schedule another service call. Had to wait two more weeks of course. For the third service call they had it listed in their computers as a completely different problem which it wasn't. Once again we had another completely different guy who had never worked on a GE Profile but his assessment was we received a bad part the first time and he needed to order the same part again. He scheduled us for repair again and of course we had to wait another two weeks to get on their schedule.

Ok today they were scheduled to show up between 8 and noon. By 12:30 no one. I finally called the company and they said the technician called in sick and they tried to call us. Absolutely no one called us. They have both my number and my husband's number. No message was left on either phone. They of course offered to set up another appointment in two weeks. So unacceptable! It should not take 7 weeks to fix this problem. Incidentally the date they gave me falls the day before a holiday and we will have a house full of kids and extra adults. To place to put extra food or even ice. This company should be out of business. They have no business trying to be in business with the service they have. I have no choice but to wait for them now that we have spent a good deal of money on the warranty. I do and will not recommend them to anyone. I have nothing good to say about this company.

I put clothes in the washer (within 45 minutes after he left) and I tried to start it and nothing. I checked the plug and it was plugged in, and before he put the belts on the washer would turn on but wouldn't spin. Now I have no power at all. I called the appointment telephone and the man said he would notify the tech, and gave me the impression the tech would be back today. I never heard from anyone so I called around 5:50 pm and was told "I would have to call tomorrow to make another appointment". I asked her why didn't someone call me to let me know? She said they don't call people. My husband is very sick, so I called my son and he took my husband to the ER because I had to stay home for the tech to come back. I am so upset by the poor communication, and WOULD NOT EVER USE THEM AGAIN!!!

We were called by A&E. They made appt. for 6/12/17 8-12 to bring door. A&E Service guy called at 8:17, told me he had 1 delivery before us. I said it will be nice to finally get the door replaced. He says, "I don't have a door. I'm to inspect door"!!! I told him that was all ready done their starting their circle again. We then called Samsung again put on hold & then told they spoke to A&E supervisor and a door was coming between 9 & noon. Well it's 10:58 no call and no delivery YET. So why should WE PAY for warranty that is serviced by A&E. Never AGAIN. I've researched A&E, they have 708 complaints so far. If any knows of a class action suit please let us know. So if you're smarter than us and did research then you're probably be safe if not please READ this before buying warranty...

Upon leaving our home to do errands, we get a call that a technician is on his way to our home which caused me now to stop what I was doing to go back home and wait for the technician. We called the repair service to find out what the hell is going on. She informed us that there is no record of the 5:00pm to 7:00pm time change and that a technician is on his way. It is now 1:10pm and still no one has arrived. They are a terrible company!

I told the rep that I gave the rep yesterday my cell phone, "Did she have it?" The rep said yes, I said no messages on that phone either. She then tells me she changed my appointment to June 21st, this is a refrigerator we're talking about. I then asked to speak to a supervisor, she said she sure but she then hung up on me, surprise, surprise!!! I will never call them again and I am calling GE to suggest they don't recommend them to their clients.

I called that number and was basically told I had the wrong number for my request. I called A&E back and again asked for a supervisor and the rep would not give me one. Instead I had to again explain in complete detail why I wanted to speak to a supervisor. The rep then said he wanted to attempt to resolve my issue. His resolution was to put me on a list to be called if there was a cancellation. I was tired of going in circles and then pissing me off. I call again on May 24 and ask the status of my appt. and was told there are no cancellations and I had to wait till May 31. Now keep in mind that will be 3 weeks without a refrigerator/freezer for a family. When I expressed this they did not care. I did ask how they would like to live out of a cooler for 3 weeks and they couldn't even respond to that question. I was furious with every conversation with them. This company straight up does not care about customers. Do not use them if you have a choice!!!

I received a call from the technician at about 8 am saying that he was on his way which was kind of shocking but anyway I was glad he called because I am in the process of moving and better soon that later, right? He arrived at my house & sat outside my house in his truck for about 5-10 minutes before he even rang the doorbell??? Once he came in he introduced himself (Randy, Brian, Ryan) whatever. Nice, he was knowledgeable, professional, and made me and my mother get a good laugh. Good person, understood the concerns that we had and explained what he was doing to our washer while fixing it. After he was done, he told me that the cost was $100. I paid (still believe that it was too much for a plugged filter) and did it gladly because he was honest with me, explained everything and made me feel comfortable. I am in the process of moving and am leaving my old appliances behind and going to buy new stuff.

When he was leaving he asked for my PERSONAL phone??? Because we needed to call to TAKE A SURVEY on the service experience and was somewhat pushy for me to participate. He saw that I was busy loading my moving truck and continued to talk about insurance on my appliances. He was a great guy up to that point. I'm not borrowing a stranger my cell/personal phone. I just wanted my washer fixed. I simply didn't have time for all that. We call service/repair people to come REPAIR whatever is that it needed to be fixed. The technician service was excellent no doubt, but seriously I called for something to be fixed but I am moving & have plenty of things to do. Never call or deal with this company. I know I never will. Very disappointed.

He showed up at 6:30 walked in the door and looked at his sheet and said Error F01? I confirmed the code and without even looking at the dryer he said "That would be the control panel which will run you about $500.00 and I don't have any with me. I will need to order that." I took the afternoon off work and lost pay needlessly for him to show up late and not even look at the dryer to tell me what was wrong. When I called to complain I was told "You declined the part to fix your dryer. There is nothing we can do." I complained to Sears about the company they chose for service and was told they couldn't do anything about the service customers receive from A&E.

At 2:00 we called them again and received the same answer. The tech is running late and now would be there between 3 and 5 p.m. At 4:30 we called again and A&E told us that the tech is still coming today. At 7 p.m. we called and they were closed. I paid $300.00 for this warranty and lost a day of work and all the food in my freezer. And to top all this off I've been lied to throughout the whole day and freezer is still not working. Looking at all the reviews about this company I see that this is a continuous problem and I'm just another customer that this has happened to. I will not purchase another appliance at Lowe's because the warranty is no good. Still trying to figure out what to do. Lowe's will also get a review about their warranties that they offer customers when they purchase from them. I feel that I've wasted $1,500.00 on the refrigerator and the warranty I purchased.

Talked with RICHARD, the manager/supervisor and you would think there might be better result but NO. Again explained to him the gas was leaking at control valve which was direct result from improper installation from his technician. Told him he needs to send someone out to fix the gas leak ASAP before there is explosion.

All Richard said was he can schedule me an appointment and told me to turn-off the gas to the water heater. I told him this is crazy and there is no way my family going to live without hot water for almost for a week due to his company negligent. Told him we can move in a local hotel until the gas leak is fixed and/or to have some other company to do the repair and his company will have to pay for all the expense. RICHARD, the manager/supervisor said: He is not paying any hotel bill or paying other company for repair. He continued to say if I would like to have an appointment, if not, have a nice day and hang-up on me.

RICHARD might have save a few dollars for the company by not sending out help for after hour repair. RICHARD's non-reaction to my situation was totally unacceptable. The technicians error could have a deathly result to my family if the gas leak wasn't detected by my daughter. A&E needs to have internal training with its employees as how to handle customers concerns and safety situations. A&E needs to evaluate if RICHARD is the right fit for the company value. I also question A&E's customer relation and satisfaction policies.

At first Sears was not going to make us pay for the installation and even gave us a credit for half of the deposit because we felt the technician was trying to cheat us. He even refused to give us a receipt. We set up a new appointment and informed Sears that we didn't want the previous technician to return but they still tried to send him again and we refused to pay the crazy price of $407 when we had the part already. We went with another company who installed it for $120 and it is working just fine. Stay away from A&E Factory Service, they are a big ripoff. Also on Sears website, it says one thing and when the technician got to our place they charged us another price.

I have been without a washer for a month by this time. Needless to say I was very upset, but they would not send anyone any quicker. I had to accept that because it was warranty work (By the way do not buy a Samsung washer.). Anyway I got a text on 3/23/17 that the tech would he here on 3/24/17 between 8 am and 5 pm. Guess what, they didn't show!!! NO SURPRISES THERE. I would NEVER recommend this company nor will I ever use this company. Customer service sucks. You have to stay on line about 20 minutes before they answer.

I do not know how many days, weeks my husband and I have wasted just waiting for them to show up. They initially offer a 4 hour window and very rarely arrive within that window... or even that day to be honest. I wish I was exaggerating, but sadly, I am not. They hire a 3rd party company in another continent to manage their calls and the overseas team could care less about you are your appliances. They tell you EXACTLY what you want to hear and have absolutely zero follow up. Bottom line: do not EVER buy anything from Sears and NEVER hire this appliance repair company for anything.

I feel sorry for the technicians to be honest. They are overbooked, overworked and even THEY hate working for that company. They all hate Sears. So when you call to schedule, it usually takes them anywhere between two weeks and month to come out to do the initial inspection. And I say "inspection", because 99% of the time, they do not have the part with them and are too overbooked to go back to the warehouse to get your part. So at this point you have sat and waited close to two days for these people to say your appliance is in fact broken. YIPPEE!!! The next thing you need to do wait. Wait for the ordered part to arrive to your home and then at that point, when the part arrives, you're allowed to call and schedule the actual repair appointment. You will be lucky if you can get that appointment in the next two weeks. Then the whole process starts all over again.

And again if you have a problem or any issue, do not bother calling because it will not do darn thing. And asking for a manager will not do a darn thing either. And DO NOT COMPLAIN either, seriously. If you do your account will be flagged and this whole process will get worse if you can imagine that. WORST COMPANY EVER. They take zero responsibility and there is no follow-up or concern for anyone anytime. I seriously cannot stress this enough. Years and years of this crap is really broken my spirit. I beg you not to use them... ever.

I was happy to hear that A&E would be doing the service, as I had good luck with them a few years back making repairs to a Bosch dishwasher--and was familiar how operate. They send out a technician to evaluate the problem, give you a cost estimate (that's where having a protection plan is beneficial), order parts which are delivered to your home, then come out again to make the repair.

A&E followed the same procedure. A technician came out on the date and time promised (Jan 24) and identified the problem immediately. The defrost line was freezing up and causing the drip. He said that was a common problem with our Samsung refrigerator--same with the door seal. He gave us an estimate, ordered parts, and scheduled the next appointment. The parts arrived within the week. On Feb 2 A&E technician Glenn arrived on time and quickly made the repair. The only problem he had was with the door seal which has small springs that smoothly open and close. When he opened the sealed package containing the part (I was present), he discovered one of the small springs broken. Probably was shipped by Samsung from South Korea with a broken spring. Glenn managed to jury rig a spring, and the door seal is working ok so far. The leak problem was fixed. Glenn was very personable and efficient.

Our Samsung "twin tower" refrigerator has been making buzzing and clicking noises which I feel has to do with the defrost fan and switches. We'll see how long it goes before it starts dripping again. Anyway, we still have three years left on the Protection Plan. I suggest consumers purchase a Protection Plan when buying appliances. Saves money in the long run because the quality of appliances these days leave a lot to be desired! Oh yes, Home Depot did follow up to make sure the repairs were scheduled and repairs made to our satisfaction. This was done by phone and e-mail.

There is no consideration for the customer's need on making appointments. When I tell them I have an appointment elsewhere at 11:30 and can they put me at the front of the queue, all I got was 8 am to noon. I asked again for a window that would be earlier than noon and was told "emphatically" that simply cannot be done. The scheduling is strictly based on the company's need to have efficient routing and no consideration for customer needed. This contract with them runs out this August and I will not be renewing it. I believe Sears should rethink their management of this company and it colors my impression of Sears and I now tend to think of other sources for stuff they sell. I also have a 3 years contract for my washer & dryer that I am going to see if that can be canceled with a refund of my fees.

Service technicians may be highly trained, but appear to get ZERO information from the offshore 1 800 number, so there's no real point in asking for a day of repair phone call to confirm the visit. I was told to wait from 8am until 8pm when the technician didn't get in touch with me for my repair day -- 12 hours wait is INSANE for a no show. We live in an age of cellphones and text messages, it should be insanely easy for the technician to update customers ("Hey, you are third in line, so probably this afternoon, I'll call when I'm finished with the job before yours" would be so easy!).

The technician's digital system was broken, and he was unable to order my parts under warranty because the little check box was greyed out. Had to pay out of pocket for lifetime warranty parts -- Sears was supposed to call me back about my issue three times ("someone will call you in two to three business days") and that never happened. I returned the parts and cancelled the repair after several weeks of failure, with automated reminder phone calls for the wrong dates, and lies from the customer service agents. Then, three weeks after the parts return, still no refund. If you wish to know evil, contact A&E for a repair.

I called Lowe's again (yes this is where I purchased a warranty) they said I had to wait another 18 days. After continually complaining with Lowe's they ended up buying out the unit. This is a horrible company and I don't see how Lowe's and Sears use them. The only other option I had was to bring in my own company, pay them out of my pocket and Lowes would replace. This company is just horrible.

24 Oct 2016 A& E (Sears) sent a repairman to do an annual PM check on all 5 of our appliances (Ralph). He was he was at our home for perhaps 1.5-2.0 hours. He cleaned & checked make sure all the appliances were working properly. One of the things he said he did was take the dryer apart & clean out the build-up of lint inside of the dryer. In late Nov 25th (approximately), the dryer failed to operate (dials would light up, but it would not start). On 2 Dec 2016, repairman ** took the dryer apart & told us that it was a miracle we did not have a fire because of the excessive lint build-up inside the dryer. I told him that Ralph cleaned the dryer 5 weeks earlier. ** said that was impossible. He called & confronted Ralph. Ralph confessed he was in a hurry because it was his birthday so he did not clean it. ** replaced the thermostat & left (replacement #1). The part failed on the second load of clothes.

Dec 7, 2016, Repairman ** returned to our home & put in another thermostat. He left, the same part failed after one load of clothes (replacement #2). Dec 13, 2016, Repairman Martens (sp?) came to our house & replaced the same part. He tested the dryer. The same part failed after 4 minutes. He left, but as he left he said he had no idea why it was failing. He stated that he normally works full time on snow blowers (replacement #3). Dec 21, 2016, Repairman Tim came to our house & was very optimistic he could fix the dryer. He brought several parts & installed a new door catch, a part in the control panel (?), & another new thermostat. It failed immediately. He left (replacement #4).

What needs to be done to resolve this issue? Another appointment is schedule for 30 Dec 2016, but I don't want another attempted repair. We have been carting clothes to the laundromat for over 5 weeks. Our contract is clear & we have had FOUR replacements already of the same part in only 5 weeks. This far exceeds the contract requirement of 3 times within one year. Four different reps have had their hands on it & still no resolution. The dryer is a LEMON & I deserve a new one immediately. I have been on the phone countless times with the Sears Master Protection Plan people.

On three separate occasions, I have waited anywhere from 20-35 minutes before talking to anyone. In all three times after explaining this to the rep, they switch me to talk to someone else & I was cut off. I have asked them to call me back if we get disconnected, but they say they can't because they don't have an outside line. I have talked to the local Davenport Store manager & he will/cannot help. I have placed at least 18-20 phone calls for service & warranty assistance. They have so far refused to honor the NO LEMON GUARANTEE in the contract. Sears needs to step up to the plate & get me a new dryer ASAP!!

We called A&E and tried to speak to a Manager and was told someone would call us back. No surprise no one called us. We waited two weeks for them to tell us they could not do the job when my husband explained to them what needed to be done. I will not recommend them to anyone and will try and speak to someone with authority to get this resolved. They changed it the first time 7 years ago when we moved so... not sure if anyone knows what they are doing.

I call the A&E. They do not see where tech ordered part. Tells me to call the next day so I do... The Tech never ordered part and they schedule yet another appt for 2 weeks 16 days later - he will be out tomorrow. It better not be the same tech. I have now been without a DW for 6 1/2 weeks. Have talked to probably 20 people at Sears/A&E with NO results. My question to Sears would be "Why would you associate your name with a Company such as A&E that seems to have no clue? You are hurting your business by doing so." They will not let you talk to anyone - they all say they are "Managers". You are ROBOT MGRS reading from a script.

This is the worst company I have every dealt with - I would give neg stars if allowed. Due to the service Sears has - I will never step foot in a Sears store again. They have damaged their own reputation by dealing with such a company - which proves they do not care about their customers. We will see how tomorrow goes. I just have a feeling I will be waiting another 2 weeks. At this point I will go to a news service and see if they can get something accomplished where I have been unable to do so. VERY UNHAPPY CUSTOMER.

I asked, "Why does the mower deck have other holes?" As he was adjusting the deck wheel higher I looked back at his van and OIL was dripping out of his side sliding door onto my paver driveway. He opened the door and pushed a 1 or 2 gallon container of oil back upright. I said, "can you clean this up or can you call the office and have someone come out now and clean the oil off of my pavers?" He called someone and was told to clean the oil up as best as he could and we would have to have the pavers cleaned and file a claim.

In the meantime I told him the wheel adjustment won't work because now when the mower is on #1 the metal deck is on the ground. His excuse was the mower deck was floating and the wheel were only supposed to work on uneven ground. The wheels don't touch at all now. I asked, "What's your name?" He wouldn't tell me after asking many times. Finally he said Josh. At this point he stopped working on my mower and was cleaning the inside of his van. Looked like a quart or two was all over the bed. Then he started to put down paper to soak up the oil.

I asked him again to call the office and he wouldn't answer. I called the office and talked to someone who couldn't speak clear English. My wife also tried to understand and asked for a supervisor but was told they couldn't transfer the call. Meanwhile Josh and I were having a one sided conversation. I kept asking, "What are you going to do?" He said nothing. I asked, "How long have you been with A&E?" and he said 7 months. I told him he didn't know much about lawn tractors.

I finally decided to call A&E and asked what his last name was and after the tenth (10th) request he wouldn't tell me and I did call him an, "idiot". My wife and I kept asking for his last name and then he started up his gas generator or compressor (I couldn't tell) so he couldn't hear us. I pulled the plug wire of of the unit and he said, "what did you do". I said, "what is your last name". He finally said, "I'm out of here". I did go around to the driver's side and touched his window and said, "Josh, what is your last name". Then he said, "I'm calling the Kennesaw police". I said, "why?" "Because I hollering at you?" I went inside to get my wallet just in case the police did come to my house and at the same time called A&E and they wanted to talk to Josh but he wouldn't open the window and would not talk to them. He put some white powder on the oil but never told me what it was. The police were never called.

I'm 75 and weigh 194 and Josh is approximately 6' plus and weighs 250. Did he really feel threatened or did he not have the knowledge to fix my mower or clean my pavers? I have a claim number for property damage. After approximately 10 minutes sitting in his van Josh with no last name left. I checked my driveway and the oil drops actually start on the concrete and drop on our pavers and then there's a 3 to 4 foot stain of oil that soaked unto the pavers. Someone from A&E is supposed to call within 48 hours or on Monday. I guess to send someone out to check on the damage. This is not clear.

Meanwhile I have a mower that Josh adjusted the deck wheel higher and did nothing else and left the mower apart. I not only didn't get my mower fixed. I now have a stained paver driveway... I want A&E to have the pavers cleaned and if they can't I want the pavers replaced. We paid $12,600.00 for the pavers and I don't want the area bleached or a different color.

So after a couple weeks of nobody calling me I called A&E back and was given a runaround. I was told I would have to pay for someone to come out again. I disagreed and then they told me to call Samsung to set up and appointment through them. After calling back and forth to A&E and Samsung several times (over 90 minutes) I was finally given an appointment but could not be guaranteed a different technician would come out to service the washing machine. I asked to speak to a supervisor so I could get some of my questions answered and the operator at A&E hung up on me. I do not recommend their service and I do not recommend a Samsung washer as mine has been broken twice in 15 mos. and the horrible company A&E is the only service option.

When I called at 3 pm to see what time they will be here they said they weren't coming today. I was informed they are not even in the United States but didn't have a number for anyone here. When I complained to them they just cancelled the appointment for Monday and didn't tell me. I wouldn't of found out have I been so frustrated and called another number. That would've been two days of sitting here and over a week with no washing machine with five people's clothes stacking up. This company is complete garbage and should have to pay us for wasting our time. How are they still in business? How can Home Depot use them? Right now I wouldn't use them or purchase anything from Home Depot again. Please listen to my review and avoid them!

Purchased mine at hhgregg and I had no better results from local and corporate on resolving this problem. Told to let extended warranty do its thing. So almost a month later, hopefully today will be the last time I deal with these people. Looks like as consumers we don't have much choice. I can furnish purchase and all receipts involved with this complaint.

He came back in two weeks, put the part on, turned the machine on, and left. Needless to say, it didn't work. I called them back the same day and told them that it was not working and could the tech come back. They claimed that he would, but it has been over 2 weeks again and supposedly he will be out today between 8 and 12. Now they are saying I'm the last appointment of the day. I told customer service that my appointment was for a.m. She stated that the tech had a high escalation. Now Lowes is telling us that they will buy us out at 40%. This is a bunch of baloney as well. This dishwasher has not been used a lot. I had to buy another dishwasher that will be close to $600.00 and they are only willing to give a little over $200. I will not buy insurance from Lowes again.

So after 6 weeks of hanging our laundry on the front porch we will go to a LOCAL appliance store and buy a new dryer. We are tired of living 3rd world and we deserve a working dryer. Sears and their incompetent friends at A&E are incapable of fixing this one so we will have to spend our money on their broken promise of a warranty and hope they will refund the purchase price of their failure or we will have to donate more time to their sad operation in small claims court.

When Sears goes out of business I will fully understand why. They do not honor their word and customer service is totally sorry! This has impacted our lives for 6 weeks and I refuse to let Sears and A&E ruin any more of my life. They suck and I am done with them. Do yourself a favor and steer clear of these 2 incompetent entities, find a store that employs their own repairman, because if their repairman is an idiot (like A&E's) they will fire him and get a better one. Both of these companies are not worth your trouble.

I called Lowe's, who promised to have it taken care of, and scheduled me yet another appointment. I called A&E to confirm, and was told, there was NO REPAIR scheduled! What!? I spoke to a supervisor and said Lowe's told me I had an appointment. Were they lying... and he said..."well its possible!" Really? Called Lowe's again, they assured me I was scheduled. They put me on a conference call with A&E and I was assured someone would be there. Yeah right. Shame on them and shame on Lowe's for dealing with such a horrible company.

Fresno's, CA, A&E Manager Ricardo was acting like a king of England or at least as a main owner of Sears that with his "royal" decision ruled out sending a new tech to finished the job, leaving me with broken parts that were supposed to replace worn out parts on my fridge. I tried to explain my reasons for cancellation of my recently purchased home warranty from Sears to Sears customer solutions multiple times, not to mentioning multiple e-mails that I've sent to management regarding my horrible experience with Manager Ricardo and his worthless technicians from A&E Fresno, CA (that managed my area).

NO response, from A&E management or Sears management. The emails that I've sent to A&E and Sears customer solutions to describe my experience with absolutely RUDE fourth (last) technician that also failed to replace and damaged re-ordered (second time) left and right refrigerator door gaskets (that were broken by previous tech) were left with no response. After a month of struggling and requesting a refund at least for labor, I received a refund check... with my name slightly changed!!! SOAP OPERA not service. :(

If a dishwasher has a drain issue, no matter what brand or year made, it probably is one of a couple of things. Same thing with ovens, ranges, refrigerators, washers and dryers. What we come up against is the ever more use of electronics by manufacturers. SO many issues can be attributed to the power control board (PCB) on any appliance. With the use of so many sensors on each appliance, used at different times during the time the appliance is running, it is very difficult to determine what is causing the problem with the appliance. No factory makes or supplies our technicians with computers where we can plug in the various boards or sensors to determine if they are bad or not. We have to rely on our technical knowledge, service and technical manuals, and experience. Yes, sometimes we get it wrong.

An appliance is like a human body. The brain is the body's computer and the various parts of the body/appliance are the sensors and hardware. As we all know, doctors also misdiagnose illnesses all the time. Sensors can give false readings and may not be the cause of the problem with the appliance or the human body. We try to narrow the issue down best we can, and then make a decision on what part to repair or replace. We try to keep the most widely utilized parts on our vans but there is no way to keep every part we may need. We have the option to either find the part locally, go get it, schedule a return trip for that day to install it, or order the part(s) wait for them to be shipped to you. When the part is ordered, our computers generate return dates that we can schedule around your busy schedule. Parts ordered usually take 4-6 days to arrive so the computer generates dates to return 7-10 days out.

I realize this can be very inconvenient since we all need our appliances in our everyday lives. I personally hate to tell a customer that a part has to be ordered when it is a stove, refrigerator or washer. If the part is not available locally and or we just are so booked up we can not leave, go get the part and return, we have no option other than to order it. Most technicians will tell you they would be more than happy to come back in the next day or two if the part was available, but our appointments are set days or weeks in advance which makes its nearly impossible to return so quickly. I tell my customers that when the part arrives at their house, call into their warranty company or A&E Factory Service and try to obtain a sooner return date. Most time it works. The return trip is usually a short visit as we already know what the problem is and we just install the part and are on our way. This is pretty much how the technical side of A&E works.

The one thing almost every complaint I read had to do with scheduling. We are assigned by computer each day, our assigned route. It can be as little a four calls to as many as ten. The number of calls usually depends on what the repair has been reported and the time it usually takes to complete it. It also takes into account the distances between calls. Our calls are routed for us by address so we may work in the most efficient way and plan our day. One thing we do not have control over is the calls that take a lot of time to diagnose, tear completely apart or just flat are very labor intensive. When we have to wait for the customer to remove dishes from the dishwasher, clothes from the washer or dryer, food from the refrigerator, these small things take up time.

Also, having to try to remove the appliance from its location so that we may have access to properly repair it takes a lot of time. These unforeseen issues are what causes a chain reaction of running late on our calls that have been preset. A technician hates more than anything to call a customer and tell them it will be another hour before he/she can arrive when they have already been waiting for hours. We just don't have control sometimes when we run late.

The thing I read that I found appalling is the lack of contact with each customer. Something that we have complete control over is calling our customers ahead of time and try to give a reasonable estimation time of arrival. I am just as guilty of not keeping my customers in the loop. I know as a customer myself, I want the repair technician who is assigned to help me, to arrive when he/she said they would, or call me and keep me informed when they will arrive. I/we at A&E Factory Service are in the customer service field and need to conduct ourselves accordingly.

What is very obvious is if the technicians who fail to keep in contact with their customers, provide the repair service required, and do so in a timely manner, would be out of business if they owned their own company. We as technicians must change for the better. We need to provide the simple things that we ourselves want from people when we need them. I plan to share these hundreds of complaints with supervisors and other technicians in hopes we provide better customer service experiences.

At this point I asked for a supervisor and he said they would come on Saturday between 10 and 2. This is the only attempt they made at customer service. However, guess what? After waiting all day on Saturday 2 rolls around and not phone call or technician so I called and they announced he was not coming until 4. Well so much for a promised time window. I had a family engagement that afternoon so I requested that they reschedule the following Monday since once again they failed to honor their commitment. They said that they would come next Wednesday and when I got the email it turns out it was 1 1/2 weeks later the following Wed. I took off work on Wed and called and they told me all of this and would do nothing to accommodate me.

Everything I requested was the answer was "Not gonna happen". I opened up a formal complaint, however I do not expect anything to happen as this is the least customer service oriented company I have ever encountered. At this point it has been ONE MONTH since my dishwasher broke and and I am not confident they will show up this coming Wednesday either. I was so upset this morning over this. I am sure I had high blood pressure. What a horrible experience!!!

So finally made an appointment for a Saturday through my home warranty company. Technician never showed at all, even though they had a separate appointment for my sister who lives in the lower unit of our duplex. Yet again, another appointment was made for 2 weeks later on a Saturday. Finally a technician is able to just diagnose the problem and of course they need to order parts. Another week goes by and the parts arrive 2 days before my appointment. The technician comes out and tells me the part is bad. I can understand this. Sometimes there's just a bad part. So he orders another one and we make an appointment for the next week. That part arrives and someone shows up to replace and now that part is bad. I was told they would need to order another part. But they can't make an appointment because their system is down. He tells me to call when the part arrives and make an appointment.

Problem is he never ordered the part, so it never comes. 10 days go by, I call my home warranty company to help and we talk to A&E who claims to have now ordered the part. Another week goes by with the part not arriving. So I call A&E to find out where this part is. Their incompetent customer service rep first told me that the part arrived on 6/26 (that's a Sunday) and that it arrived via UPS (all other parts delivered via USPS). I told her that's impossible, UPS doesn't deliver on Sundays. She then directs me to Parts Recovery who then tells me that they have no record of the part ever being ordered again and they can't order the part, only technicians can do that. I spend an hour on the phone with a "supervisor" who did nothing to help other than schedule yet another appointment for a tech to come out. Made sure they had all the proper numbers to call so I could leave work to deal with this again.

Tech is supposed to come the next day and called the wrong phone number so I missed my appointment again. Finally I call and raise hell with "customer service" who hangs up on me the first time I call demanding to speak to a supervisor immediately. When I finally get on the line with someone 20 minutes later, all they can apparently do is reschedule the appointment again for Tuesday 7/5. Again give them all the phone numbers to call that morning. Get 2 confirmation calls over the weekend. Tuesday morning comes, they didn't call yet again and showed up. Luckily I had arranged for someone to be there. And "miraculously" they can suddenly use one of the old parts to fix my dishwasher. Except that it only works for a week and now my dishwasher has stopped working yet again.

Called my home warranty company to tell them at this point they need to replace it because A&E has proven incompetent and unreliable. But they have no record of A&E ever even showing up. So it's going to be at least another week before this is resolved. I have never in my life dealt with such poor customer service and just blatant disrespect of people's time. They have proven time and time again that they couldn't care less about people. They only do the minimum amount to collect a check and to hopefully buy enough time that the warranties run out and it's no longer their problem. It's clear they don't care because they get paid either way through the company providing the warranty.

They go out of their way to give poor experiences. You can't understand anyone you ever talk to and every single person I've dealt with has different information. The last rep I talked to from there has even admitted that he's heard this is a problem with their techs not showing or not calling when they're on their way. There is no consistency and even their managers have no knowledge and do nothing to help.

Next morning called again to tell them the part never came and to ask if the technician was bringing the part. They said they would reach out to the technician to tell them to pick up the part before coming. Tech never called to say they were coming or that they were running late. Tech showed up over an hour late without the part. I still have a broken washer machine since January. I have spoke to numerous supervisors - the problem still hasn't been resolved. I recommend not purchasing warranty for your appliances unless you like to waste your money. Don't shop at HHGREGG or using A&E factory Service. I spoke to an A&E employee who agreed that they had terrible customer service and she often has to deal with unhappy customers.

One week later the parts came in and they came back and supposedly fixed it - after wires popped a few times - they said it was fixed. I used it three times and it went out again and someone came out and more popping and smoking from them checking it - now I can’t use my burners. If you have a choice - do not use this company. I have made a ton of calls to them and they will not return a phone call. The first repairman was rude. The next two were nice but I don’t think they knew what they were doing - the third one was nice and probably knew what he was doing but my oven is still not working. I had an independent repairman come out and he said that it needs replacing at this point.

He ordered it, came back the next day and put the new switch in. Guess what? Still didn't fix the problem. He then ordered an ON/OFF switch and came back AGAIN the next day. By now 3 days have passed and my washing machine still is not functioning correctly. By this point I was fed up and requested a new repairman and so I specifically asked SEARS to send out a Senior Repairman. Another day passes and a new person came out, told him the issue and within 5 minutes it was all done. What took this other guy all week, took this man 5 minutes. All he did was lift the hose to my drain pipe and my machine was fully operational afterwards.

Customer service via the phone services was also poor. I was hung up on several times, could not get through to an operator and would not be notified with a decent amount of time beforehand of a repairman's arrival time. Also I had notified Sears from the beginning that I had a coupon and they said it would be no problem to add on after the transaction was completed. But the repairman acted as though I did not have a coupon, printed out my receipt and said that he was unable to change the total.

The only way to do it at that point would be to deal with the already terrible customer service. Of course I wanted my discount they had ALREADY promised me so I called and each representative I spoke with said it was not easy to do. How hard is it to calculate a percent total after already giving a final amount? I was very dissatisfied and hope that Sears either re-trains ALL of their repair people and customer service representatives or gets an entirely new company to represent their repairs.

He stood around for a while and then got on his phone. He was walking out of our house and I asked him what was up, He turned to me and said that he would be back in a minute. He proceeded to walk to his van load it up and then get in look at me and started the van up and drove away without saying another word. Nice customer service. When I have called this company to complain all they say is, "Oh well, we can put you on the schedule and the next one is 6/30 and hope all your parts are there so he can fix it."

I fully expect them to show up and tell me that there is still missing parts needed. I am sure we will spend at least a month without a refrigerator because of the incompetence of this company. They do not care about customer service. I would steer anyone away from using these services or even a purchase from Sears. Sears wonders why they are becoming non-existent in the shopping world. It's really not that hard to see why they are imploding.

I decided I didn't want any of his poor advice and was frustrated that he couldn't fix anything or recommend the right water heater. He had the nerve to charge me $150! For nothing! I complained to Sears, where I bought my new water heater, and their hands are tied. They apparently can't deal with A&E about complaints, and I can't find a phone number to call so I can complain. I've sent two email complaints with no response, and spoke with someone outside the US who did nothing. I really want a refund, and was stupid to pay him in the first place. I will be making a complaint to Sears for using this company.