A&E Factory Service Reviews

Hey, if they had nicely told us that we're out of luck because the warranty expired, I wouldn't bother to post this. The fact is they are rude, disrespectful, and they do not deserve your patronage. Use someone else or you are bound to be disappointed. I'm sure the rebuilt parts they carry are discards or factory thirds or fourths. The economy is bad, and people need to repair rather than replace, so these people think they can do whatever they want. Do not use this company for anything.

I called Sears service. They said they do not know why but rescheduled for the next day. I called twice that day and they said it was scheduled. No one showed up. When I called back, they sent me to several departments the last person said he had no idea why it was cancelled and rescheduled for Monday. He also said he would have a supervisor call me. Nobody called. When nobody showed up, I called again and was sent to three different people.

I finally talked to a Cressandra. She said she would expedite it and would call me back. Again no one called. When I called today, I was sent to five different people all saying they are going to take care of. A lady named Teresa transferred me to the manufacture (Fisher & Paykel). The lady there said she would take care of it but I would have to pay $75 service fee. When I called back to Sears customer solutions they sent to four different people to fix it. The last person I talked to was a lady named Robin. She then told me that it would be another 24 to 48 hours to see if they can find someone who can fix it. I finally said no more I will pay the $75 dollar and will never go to Sears again. The calls lasted 45 minutes to 1 hour and 10 minutes. I spent four days waiting to no avail.

A day later, that still had not happened. I called the call resolution hotline and got a rep who checked my file and said that the order had been placed a week ago but the part still had not been shipped out from the manufacturers. He said it would be coming "any day now by UPS" and gave me a tracking number. As of today, two weeks after the visit and after I have fully paid the company, I still haven't received my oven part. These people are a scam and incompetent to boot. They don't even leave you with an invoice. When I called the first two times, I could hear a football game on TV in the background and all the reps cheering wildly. I will report this company to all the better business sites I know. I have never seen any company that was so brazenly indifferent to its customer needs.

Eventually, I was able to speak with a call center supervisor and he said he would capture my feedback in an email and send to corporate. I never heard any typing, during our conversation. When I asked to be cc'd on the email to corporate, he would not do that either. The technician finally arrived and he was on the phone speaking to someone casually, for 15 minutes in my driveway, before approaching the door. When he entered he did not even offer to remove his shoes (Comcast even does that). The technician tries to fix the machine but now, God only knows. It is very disappointing that in this economy that customer service is not of the essence and professionalism and common courtesy is not exercised. Note that wanted to select 0 stars, but this system would not enable that selection.

At 4:35 p.m., I received a call that they were not coming. I was livid. On the second occasion, I received a confirmation call from them on Sunday for Monday between 8 and 5. At 2 p.m., I called them but they stated that my appointment was for Tuesday. I told them that was incorrect as I received my confirmation call on Sunday. Someone keyed in the wrong code in the system and they were having Sears come out when I didn't buy the appliance at Sears. Then, someone "forced" an appointment on Tuesday in the system without giving me a call or anything. I waited all day. I am going to call Frigidaire and tell them that their warranty service is totally unprofessional. Not only that, but the first guy ordered the wrong parts. Also, the freezer door that they delivered was in bad condition and had to be returned. I still need the freezer door. They are unbelievably incompetent.

Why bother to call if you have nothing relevant to say in correcting the complaint? When I asked for the VP's name and address, she told me that the complaint letter would come to her anyway, so we don't have to bother. Same goes for the president of this sorry operation. Keep your money, don't buy Lowe's extended warranties and be sure to call someone else if you need real service.

Maytag's process for replacement is up to 10 business days for them to process the claim before they call you. You're on the hook for the SH&H and install fee for the new unit which is between $150-$250 and your warranty is voided as it is a new unit. Once this is done, it can take up to 10 business days to receive your new unit and get it installed. They did offer to compensate me for having to use a laundromat and will send me a check for $50 to cover that expense.

The service person came out this morning at about 8:30 and fixed the unit (?). I was waiting to run my dishwasher until the water heated up. I felt that I should check the unit again but, so much to my dismay, the pilot was out again. I called A&E and I was told that they could not send their repairman back today and that they could not set an appointment for tomorrow (unless I called back tomorrow morning). What's up with this? I am 67 years old and have never had such poor customer service. I have cold showers and no clean dishes. Can' t someone help me?

On 8/20, the technician parked in front of my house for about 10 minutes and then took off. Calls to Maytag and A&E determined that the technician ordered the parts while he was sitting in front of my house. A&E Tech Manager didn't know why the parts were ordered so late and was unable to check status until Monday/Tuesday. Maytag couldn't do anything and said that the issue is with A&E.

The technician came back to my house after I spoke to his Tech Manager. And he tried to say that he had advised me that he wouldn't be ordering the parts for a week. And when I got flustered and stuttered, he mocked me. The phone call to A&E Tech Manager about this has been unreturned so far. I'm looking at possibly 2-6 weeks without a washer, while they sort this out and verify if the parts are available or on backorder. A&E does not take any responsibility for the delay, the technician lying to us or the fact that they told us that it would be fixed and handled on 8/20. If you have a Maytag appliance under warranty and you are referred to A&E, ask for another repair service.

Whirlpool, who owns Maytag, tells us they will cover the parts but we must pay the labor. I paid the tech $140 up front. Big mistake. He ordered parts, we made appointment with him to come out the following Monday. I took off from work again and told them they must keep this appointment because I can't make it any other time due to an ill family member that needs rides for treatments and that I can't keep taking off from work. They said they will be out on August 16 between 8 and 12 pm.

Wednesday night of August 10, A&E called to cancel because of an emergency...five days before? They only have a late Saturday available or sometime in September. Our daughter is leaving for college this Saturday, so am I supposed to have all these huge pieces sitting in my dining room until they are available? I'm sure there will be another excuse or no show.

I asked them to pick up the parts and refund me my $140. They informed me it's non-refundable but they will pick up the parts. Really?! This is not a repair company; this is a scam. They are horrible and unreliable. Maytag, take back your $800 worth of parts and give me my $140 plus $700 for the machine. Don't use A&E!

But then, an hour before the technician is supposed to come, they call and cancel. And I have to call back to reschedule? I rescheduled and they make me wait another week. The times for service are between 1:00 PM to 5:00 PM. I waited, waited and waited… No one came!

I call and they want me to wait until 7:00 PM. I already can't make dinner because I don't have a fridge but miss dinner, too? And I had to call. There was no courtesy to call me and let me know they're running late. Oh no! Poor customer service!

So in turn, my fridge stopped cooling, lost food (Easter weekend). I called and they said they had to send out another tech to verify that it was not fixed properly and install part. I asked for some kind of refund since my fridge still is not working and now freezer is leaking water. All they could do for me was a $50 check for food loss. I have now lost $300 in repairs not to mention time lost at work. I called for the last time 5/9 and was told there's nothing else they can do for me. So I have a refrigerator that's not working and out $300.

At 1:00 PM in the afternoon I received a call from the service mechanic and he had been given the wrong directions and was in another town about 15 miles south of our coastal community. I know he had been given the wrong directions because I had scheduled the appointment myself and had gone over the address with the schedule clerk two weeks before. (Anyone who has scheduled appliance warranty service work will know that they always verify your name and address along with your appliance serial # before scheduling).

I gave him directions and told him I would go back and meet him and he should call me if he had any more direction problems. I waited another hour and when I had not received another phone call from him, I called the A and E office. He apparently had decided not to come to the appointment and had rescheduled me for April 4th. I had received no phone call from anybody. No one asked me if that was convenient for myself and my tenant or what our opinion of being rescheduled might be. My first phone call to the Texas office was at the apartment and reception was so poor that I could not communicate clearly.

I left for a better location and called again. This time I got Samantha ID # ***. I wanted to know if the service person had rescheduled me for the 4th. She said that he had and I complained. I told her that he missed his appointment and had been given the wrong address. She replied that the warranty people probably gave A&E the wrong address and therefore that was why he wasn't at the proper location. Now I know this could not be true because I had verified the address with them two weeks earlier. I complained bitterly about being put off for another two weeks on a washing machine service when I had done nothing wrong and had waited patiently for the workman to show up on schedule. I also told her I did not appreciate being lied to when I know they had the correct address. They screwed up and missed there appointment.

As far as I am concerned I think it is wrong that I have to go to the back of the line and wait two weeks when it is obviously their error. I called the Warrantech people and explained that the A&E service division was lying to me and I was getting very bad treatment and delayed on repairs on a critical appliance in an apartment that I rent out and it was important that I get it repaired and functioning immediately. The Warrantech people called and they were lied to by the folks at A&E claiming that I had rescheduled. I explained that I had not rescheduled the appointment. The Workman or A&E had made the mistake and I should still be entitled to the repair for at least the next day, not two weeks later!

After talking with the manager Ricardo *** from Warrantech, he at least talked with A&E and got everyone to acknowledge that it was A&E's mistake but he had no ability to expedite the schedule for me. He did authorize me to try and find someone to repair the unit and that after I had paid for it up front I could send him the bill and they would send me a check for reimbursement. That was a nice gesture, however I am not particularly comfortable hiring just anybody to come, have to pay all the money up front, and then become responsible for any further problems with that particular repair, and wait patiently to get my money back from a group of people that care more about money than their customers in the first place. Somehow it’s hard to get excited about that nice gesture.

My husband wasted a vacation day for nothing and we had to schedule another day with another company hopefully to get this repaired prior to the holiday. I told the company that I was filing complaints and want other consumers to be aware of this company's business practice and their attitude towards customers as if our time and wasted vacation day is not of importance!

I called A&E again and explained that it was not the control board, so they sent another technician to try to fix the washer. The second technician said that it is the timer and I have to pay $177.20 in advance. I said the first technician misdiagnosed the problem and cost me $139.05 for the part.

How can we work this out? He said he can't do anything and for me to call the office. I filed a compliant, they said it will take them 7 to 14 days to follow up, but they were able to take my money in 2 seconds. I also ordered the timer online and installed it. That was not the problem either. So I spent $138.03 plus $139.05 plus $84.95, totaling $362.03 and my machine still doesn't work.

Loss of use of my $1,200.00 washing machine, I was forced to drive 25 miles to use a Laundromat 5 times a week, loss of my composure, and emotional stress beyond belief! And the extra $300.00 extended warranty contract fee added insult to injury!

He ordered the parts to come to my house by mail and scheduled himself to return 7 days later between 8 & 12 noon to do a supposedly 2 hour repair. He drove past my house around nine am and back past my house later without stopping. I live on a dead end street with the numbers clearly on the mailbox post at the street. I waited until 12:30, called A & E where a woman checked and told me I was still on the tech's schedule. She would have him call me. He never did.

At 4:00, I called A & E again where after a lengthy wait, Albert, who was difficult to understand due to an accent of some sort, asked the usual questions and put me on hold for 15 min. I had to endure one blaring, repetitive bad Jazz song over and over. Albert returned and asked me if I looked outside. I asked, " Why? My washer is inside the house." (I had checked outside several times and have an alert chihuahua who alerts to even the neighbors going in and out of their driveway) He proceeds to tell me the tech was there and no one was home.

That is a blatant lie as I was in the house all day, had my cordless phone with me and never spoke on the phone until I called A & E service at 12:30pm. Albert hung up on me! He should not be in customer service. I am extremely upset that the tech would be so irresponsible and that the company would tolerate such a ** working in customer service. Since this evening I have found that this repair is done for free by Whirlpool as it is such a common problem. What a rip.

The problem was there was no record of my having a work order! I explained to the woman that I had called the very number listed in my cell phone that I had been called by yesterday and she had no clue what to tell me. I did not appear anywhere. There was no evidence of anyone calling me, etc. The best she could do was schedule another appointment for next Monday and wait another five days! I told her, "Well, let's not go into what I had to say." And I have called a local company to see how soon I can get a real mechanic to look at my machine.

When I went online to check out A&E, I was shocked to see how many people are dissatisfied with them and I am shocked to know that Whirlpool recommends them! This is really disappointing. Whirlpool used to be a good name in appliances.

You then hope they show up a week later to fix it. Oh and a word of warning, if they do come and fix it, for your own benefit, before the guy leaves - make sure the product does still work! Because once the guy leaves, even if he's forgotten something in putting it back together, you'll have to reschedule another appointment for him to then come back and put it right! Since the washer dryer instance, we had the same problem with our fridge freezer. Then more recently over the past 3 years, our Maytag dishwasher has had product failures 6 times now! The control panel on the front has burned out 4 times. The lemon warranty only kicks in if it's 4 times in 1 year! We had a door leak. We've also had another failure on it where they had to come out.

In the times Maytag have set up the repairs, through A&E, the repair guys have come out and one time, they didn't put the door back on properly so it wouldn't latch shut! Another time when they checked the broken panel, before replacing it, they stopped the machine mid-program and fitted the new panel. When we switched the power back on, I noticed the lights were flashing on the front panel. He tried to run the machine again and we couldn't clear the control panel. So he took the door off again, unplugged the panel for a few minutes, reconnected the panel and it seemed okay. We closed the door, tried to turn it on again and it started flashing again. It wouldn't go off. He now said he'd have to order a new replacement control panel! He's screwed it up, obviously!

My wife and I both work full-time, so the only time we can get a repair guy out is Saturday. They give you a morning or afternoon, no specific time and we sometimes have to work Saturday mornings. Then you choose Saturday afternoon. We have had our appointment cancelled by A&E because a job is taking longer than expected. We've even been told by one control center that the planned call is on, then we get another call to say they can't do it today! They don't even know what the other hand is doing! I'm so incensed! Last weekend, we had a family get together but the guy was supposed to be coming out between 1-5PM. I told my wife to take the kids and go ahead and I'll join them once he's been. At 3PM, I got a call saying he's overbooked today so he won't be able to make it! I've had this story told to me about 5-6 times! So we set the next appointment up for today. Again, 1-5pm.

I called A&E at 1:30PM to make sure they are coming and I'm assured it's on schedule. I got a call 15 minutes later from Sears Routing Office to tell me, I had just forced an afternoon appointment today, 10 minutes ago! I'm furious! I said, you're kidding me?! This was rescheduled from last week because your guy couldn't make it last week. I'm now told it's next Saturday morning! Can you believe it? Maytag should improve their products! They should also cancel warranty service work with A&E! Sears, if they had any sense - obviously not! - should do away with A&E! A&E should investigate some of their own practices and sort themselves out. They are seriously clueless!

We called Maytag again. They now said they would cover the repair under concession. The repairman said the machine works fine and start using it. He did not put the front of the machine together properly and the machine was running very loud and the front load door would not close properly. I called a couple of times and left a message. No one called back. Then the machine started smoking again. I called Maytag they told me to call A&E. It took another week for them to come out and look at the machine and the repairman said this is now going to cost over a thousand dollars. They told me not to worry, it is covered and I said, “Why can't you just give me a new machine?” They said, “No it isn't under warranty.” I argued with the woman saying, “It would be cheaper and faster if you gave me one.” They said, “Sure, you pay 50%,” I said, “no I do not have the money for this,” this machine was over $1200. This should not happen.

In the meantime, another appointment was schedule for another week later and the parts came broken and the repair man had to reorder them. Now when he left, he said to me that he emergency ordered them, whatever that means. They still took a week to get here and he said he set another appointment up for 8-1. Last night, I received an automated message saying that 1-5 that is today May 21, 2010. It is now 5:30pm. I have called A&E several times and all they keep saying, “Ma’am, you’re on the repair route. You can either sit and wait or reschedule.” I not only have weeks of laundry to do, I cannot afford to go to the Laundromat nor can I ask another person if I can use their machine, this is unacceptable. I want to be reimbursed for having to take off from work these days, I want my machine fix or replaced. This entire situation is unacceptable and if I have to I will take it to court.

Apologized, "A&E dealing with many changes, so mistakes could have been made" . Referred to Billing for adjustment within 2-days; 6) 3.12.10-A&E called: Carlos(I.D.# 80107)- The Technician was correct in charging me. He apologized for any mistakes his personnel made in quoting misinformation, but they would not make any adjustment for the charges, even if someone did misquote the cost. I am stuck with fact I signed the Tech's invoice and paid for it.

Beyond all that, the company charged $140 labor for a 5-minute thermostat repair; "they do not charge by the hour but by the event".

I waited for over three weeks for the parts of my Whirlpool due to arrive. Once they arrived, I was told that I would have a service tech at my house yesterday between the hours of 8 and 5. Well, the tech called me at 7:50 a.m. to say that he needed a helper but would be at my house yesterday in the morning, that was the last I ever heard from him. After approx 8 phone calls during the day to A&E call center, where they tried to send a message to the tech to call me at 6:05, a gentleman Kevin informed me that the tech told them he rescheduled my appointment for the 30th! I never received a call from him! I wasted a whole day waiting for him.

I am telling everyone to stay away from their repair group and how disrespectful to not even call the customer back! As of now, I am rescheduled for a Tuesday morning appointment. Let's see if he shows.

On 12/22 customer relations hung up on me and would not answer the phone when I voiced my displeasure again for the repairman showing up and another part needed to be ordered. It is very frustrating as a consumer and not at all what I am used to getting from Sears. I can't trust Sears, their products or service because of this.

By 4 PM there was no call so I phoned A&E. They said that the tech was running late but would arrive. At 5 PM there was still no tech. Called A&E and they said the tech had left his last appoitment at 4:42 and was on his way. By 8 PM, still no technician and we needed to put the kids to bed. Called A&E to complain and they promised that a customer relations agent would call within 24-48 hours. Five days later and still no call from A&E.

I lost/waisted 8-hours of my vacation benefit and was held hostage in my home for 7-hours waiting for the technician who never arrived. I know that California has a law that addresses this type of issue and allows for small-claim damages of up to $500 but am not sure if Illinois has a similar law.

It is now 12:55 and they are still not here. I have not had a washer for two weeks. I called the 1-800 number and they said that the guy was at his 2nd stop and would be coming here next. I said well I have to leave by 2:10 and the lady said would you like to reschedule? I told her NO that I have been waiting for 2 weeks for this repair. I have spent 3 days waiting from 8-12 and nothing is repaired yet. The technician Keith was very nice and he wasn't the problem, it's the company.

Poor customer service, not on time I have spent 12 hours total waiting for the repair.

1 I had a oder coming from my washer on to my cloths i had to run a few cycles of bleach and water to get this to stop. 2 Last winter my the door on the machine locked on me and I could not get my daughters uniform out in time for her game. 3 Now it won't run at all it just hums and does nothing.

Mean while the service people i guess think you don't have laundry to do cause both times i had to wait day until they came out. Well this time ticked me off big time I call this company last night to confirm my appt and they said no problem we will be there between 8-5 I had someone here all day and then they said when my husband got home oh we will have to reschdule we are runnig out of time. Well I would like a name and number of someone I could talk to about this matter. I am so upset with this machine and I will make sure I tell everyone not to but this piece of junk for $1,400. I could have had 2 top loaders for this price,

I called and requested a new panel, was told Customer Service would call me but instead the tech called and tried to talk me into painting the spots.

Day 29 I call A&E and request the new panel and another service call as over the weekend the washer was making lound clunks when changing cycles, was noisy and wobbled when spinning. I requested a senior technician this time who would actually know how to repair the machine.

Day 38 Service was scheduled but the same technician shows up to write down model number to order front panel (even though the company already knew my model number) and had no knowledge of my noise complaint. I call A&E to ask why they didn't send a senior tech as promised and they said one was not available. I am told that once I receive the front panel then a senior tech can come and look at the problem (note the front panel has nothing to do with the problem)

Day 40 I am simply spinning out one garment prior to putting in dryer and smell a burning smell and discover my laundry room filling with smoke from the washer. After turning it off, thankfully averting a house fire, I call A&E and am told I must talk to the routing department on Saturday to schedule an emergency service call.

My complaints: The technician was completely unprepared to work on my machine, having no idea how to work on my model and left a mess. He caused more problems than I started with. The machine has now burnt out, nearly causing a house fire in my home. The company ignors request for senior technicians, does not return callsand is evasive. It is stupid to have to wait for a front panel to arrive in order to service my machine now that it no longer works and hasn't worked right since their "repair". I started out with simply leaking oil and now after 4 service calls, numerous phone calls, paying $216 labor costs I have a non-functioning machine.
I have discovered numerous similar complaints on the internet with this company which unfortunatley I wish I had seen prior to starting with them.

I have no confidence that A&E will be able to repair this machine such that it is safe to operate.