A&E Factory Service review: Horrible service! 206

Before you get an extended warranty for any appliance, make certain it will not be A&E doing the service. Be forwarned! A&E has to be the worst service oriented business in the United States and they are contributing heartily in reducing the US to a third world country.

On May 7, 2008, I called for my Priority One Service on my Neptune (Maytag)washer and unfortunately was connected with A&E Factory Service. This was the beginning of a long and frustrating experience. The service "technician" (and I use this term loosely) arrived late costing me a full days work, was rude beyond belief, spent half his time in my bathroom, and then told me the control board needed to be replaced but that he would have to order the part and it would take 10 days to arrive. When it arrived I was to call for an appointment to put it in. I was charged for a service call, labor, AND the part. After he left I thought it was ridiculous that the part should take so long to come so I went online and found a company that had the part in stock at a much cheaper price than I was being charged. I ordered it and it arrived the NEXT day. I installed the part myself in 10 minutes and threw in a load of laundry only to find out that the washer still didn't work. I then called a LOCAL repair service and talked to a real technician who diagnosed the problem over the phone, asked for the serial number of the washer, ordered the part under warranty and 3 days later at a third of the price of A&E, the washer was fixed and running like new. I returned the unneeded part and refused delivery of the part A&E ordered. I'm still fighting them to get my money returned to my credit card. A&E states they don't receive documentation I mail them, they gave me a bogus name and address for the CEO of the company, and stated on a conference call with my credit card company that I did not pay with a credit card. If you need appliance repair - GO LOCAL! This company is headquarter in Texas and Illinois. They only have 5 people staffing the customer service department and all they care about is getting your money.

A & E Factory Service is one of the most unresponsive groups of people I've ever had to deal with. I have now had three calls to my house(two were to actually replace parts), and my Kitchen Aid refrigerator is still not working properly. The refrigerator side of the appliance originally was not properly getting the cool air exchange from the freezer side of the unit. The first repair (5/29)replaced the diffuser. This repair did absolutely nothing to resolve the problem, after I paid $305.75 in charges.

On 6/3 another repairman showed up to assess the problem. A thermistor was ordered, but did not show up until late last week. At the same time the repairman did something to allow some cold air to blow into the refrigerator side. This worked well for us for more than two weeks. I paid $97.55 for this visit.

Today (6/19) the repairman installed the thermistor, and apparently waited to make sure it was working. I guess he didn't wait long enough. I paid another $142.37 for this visit. I was told by customer service today that I would have to wait until 6/24 for another appointment. I have no idea what I'm going to do about dealing with the busted refrigerator, which A & E technicians are seemingly incapable of fixing, after spending over $500 for labor and parts, much of which may not have been broken in the first place.

I spoke to one of their customer service people today at about 6 PM, after hours, but since they are a nationally based company with little regard for people's needs, the guy out in Texas couldn't do anything to help me.

The fact that this fridge is supposedly high-quality doesn't seem to faze the people at A & E. I can't believe Whirlpool Corp actually recommends them.

On June 12, 2008 I called HSA my home warranty to put in a claim for my "extra large whirlpool front loader" the machine was giving me a code for the pump not draining. They gave me A&E's phone number to come out and fix it. Of course they don't have anything open for a week so I am schedule for June 19th between 1 -5 pm. They tell me someone will call the night before to confirm the appointment; of course I did not receive the call. Thursday June 19, 2008 I get a call at 4:53pm from the service technician saying he has one stop to make then he will be out. At 5:35pm he shows up and replaces the pump and starts the washer, it adds water and the drum is turning good news "not". After he put everything in his little hand dandy computer and I pay him my deductible. He leaves and I start gathering laundry thinking I was finally getting to do it. Well I was upstairs and hear this beeping noise I did not want to hear. It is the machine giving me the same problem and code. I immediately call the guy on his cell phone "thanks to caller ID" and let him know it did it again (I caught him before he hit the highway to go home). He comes back a few minutes later and says well the only part it might (key word MIGHT) be is the switch so he replaces it and leaves, tells me to call him and let him know if it worked or not. Well I sort laundry and put Spray-N-Wash on what need it, low and behold it started beeping again! I call him and he tells me there is only one other part it can be but will have to order it. He says he will call me tomorrow and let me. Friday comes around and no call. Monday June 23, I called A&E to find out what is going on, well the technician did not put in the order or that he came back and replaced the switch in his computer or that it needed another part. So I called HSA and talked to Kim, told her the story and why I was on the phone she is typing away at an email to the higher ups. Her boss then contacts A&E, well come the 25th comes around and a technician shows up to look at my stove (I had put in a complaint about it) when he was done with that I asked about my washer. I told him the story; he says that there are no notes that the guy replaced the switch or ordered any parts. So he takes a look at it, he says it is the computer program component. He said he would put in a order for it and left. (he is new to A&E but has worked at Sears) He came back out on the 26th shows up at my house with no notice! Say the service order only said that the machine was not working. So, why he is here I call Kim at HSA and talk with her, I tell her they can order the part but it will take 10days to get here. She couldn't believe that there is No communication between dispatchers and technicians. She in turns sends EVERYONE possible and email and puts in there for some to call me with the possible of doing a cash out. 30 mins later I get a call, this lady tells me that they can either order the part or give me 312.00 as a cash out. I was shocked, I told her that the machine costs over a 1000.00. She said we can only give you what the part would cost us because we can order it. I said fine order the part, I ask her can she request the part be expressed shipped up here, she said I will put it in the email to A&E. I asked her to tell them to call me when they ordered the part. Also asked about a loaner and being reimbursed for having to go to the laundry mat to wash my clothes of course the answer was no. I have a household of 5 - 3 teenagers. I didn't receive a call, so on Monday today June 30th, I called A&E to find out the status, he tells me it was ordered on Friday the 27th, but not express because it was not an emergency item. Go figure. I called and left a message for Kim to call me. My husband this last weekend looked up the part we needed and also called Sears and they have 2 in stock for 218.00.

I will try and post an update when the part comes in or I should say if it does.

From Eagle River Alaska
The technicians have no competent professional knowledge to fix appliances.

The representatives keep giving wrong information.

I was going to give them a try for some air conditioning work, but I first checked them out on the Better Business Bureau web site. As soon as I saw the UNSATISFACTORY rating I looked elsewhere. Save yourself some future grief and check out any vendor you're thinking of hiring with the BBB first. It's free!

A&E Factory Service has the most horrible reputation for customer service and they deserve this reputation!

I scheduled an appointment for 01/08/08 at between 8am-12pm for them to come out and look at a faulty Whirlpool Dishwasher (Thats only 14 months old)

on the afternoon before they were supposed to come out, they called and said they need to reschedule for between 1pm and 5pm because the technician wont make the original time. We some reluctantly moved some of our own appointments out to accommodate A&E Factory service's request.

5PM came and gone - they were a NO SHOW for the already rescheduled appointment - they wasted 10 hours of my time!

I called them at 5:20PM and asked why are they not here, the person said that the technician is running late and will only be there in maybe an hours time.. I could not wait around any longer as I was now also late for an already rescheduled apointment of my own (whch i had to move because they could not honor the first appointment they had)

They never called to inform us they are running late for the rescheduled service time, they just never show up - They also were not willing to reschedule for the next day - They said they will call me back the next day and try to come out on monday.

monday came and monday went - I called them again on Monday afternoon at 4PM - and asked no one called my back? They refused to come out any earlier and we now have to wait for 7 days past the original appointment until they have a regular schedule opening.

I filed a Better Business Bereau complaing - but looks like they already have a number of outstanding complaints that they never respond on..

A&E has the worst customer service around. I have a GE gas range that was sparking. I called Lowes and they diverted me to A&E Repair and they actually wanted to wait 2 days before coming out. I argued and they came that day, but now they are saying that it will take a week to have the part mailed to us. I offered to pay for it to be overnighted. They can't even get in touch with the manager to have it approved. While I was on the phone, I got 2 phone calls on my cell: 1 from their parts department and one from service with totally different stories about the part being ordered and when they can come out and fix our range.

I am going to be calling Lowes and telling them all about this and also calling their corporate offices, hopefully something will change.

My service on a Kenmore washer was GREAT! The serviceman even showed me how to fix it next time. Sorry you got a dud!

Completely agree. I have a kitchen full of brand new KitchenAid appliances and they use A&E to service their product. Every appliance--cooktop, microwave, dishwasher and frig needed repair and half still do. It's been months and A&E can't/won't tell me when parts will be shipped. They actually refused to let me speak with a manager today! STay away from both KitchenAid/Whirlpool and their Service provider A&E.

wwhhhaaaaaaa... A&E Factory Service couldn't fix my machine right away...

No one states the fact that each tech carries approx 25-30 Thousand dollars in parts... 8 out of 10 calls are completed in the same day as the original service... No body seems to mention that certain areas are more rural, hence the 6-10 days before initial service or they live in a VERY demanding area that is extremely seasonal.

Nobody mentions all the good service that was provided... EVERYONE can complain ... but nobody can COMPLIMENT.

Its ashame that you might actually have to wait for the MANUFACTURER to ship the parts... A&E pays for 3-day UPS Select Shipments... Whirlpool/Maytag, GE, Frigidaire, Fisher & Pykel, Samsung, LG, or another other company or sub brand CANNOT pack and ship the thousands of part orders they recieve in a day.

I have met several techs... Not one of them is unprofessional. Yea, everyone has good and bad days... Who doesn't?!? I have seen some VERY rare incidents where the tech gets very frustrated and walks out of homes or gives up because no matter what they say or the lengths he/she does for that customer, the customer wont believe/appriciate them or refuses to understand the matter from the techs point of view.

The manufacturers all use A&E because they are one of the few FACTORY trained technicians left... They are also the largest company with the most truck stock available...

so if you are one of the MILLIONS of satisfied customers... please post your compliments... if not, stop bashing the company because you had 1 possibly 2 bad experiences.

So weigh these options:

A&E | Local service guy (not all apply)
$20-$30, 000 in stock Lucky to have 1, 000 in stock on truck
Tech Support via Phone FIgures it out as he/she goes
Laptop Processing

Computer Printed Receipt Hand written SO's (hope he can add or doesnt over charge you intentionally)

Professional 24hr Phone Reps Cell phone... Answers when he/she feels like it.

Tech Mgr's on call Charges and does what he feels like at the time...

Tech Approx 2-3, 000 SO's/yr avg 1, 200/yr

Again, not all local service companies are like this... but the volume of services calls generated by poor unexperienced local service is VERY high.

:)

Correction... Formatted incorrectly:

So weigh these options:

A&E | Local service guy (not all apply)
$20-$30, 000 in stock | Lucky to have 1, 000 in stock on truck
Tech Support via Phone | FIgures it out as he/she goes
Laptop Processing | Nothing/books

Computer Printed Receipt | Hand written SO's (hope he can add or doesnt over charge you intentionally)

Professional 24hr Phone Reps | Cell phone... Answers when he/she feels like it.

Tech Mgr's on call | Charges and does what he feels like at the time...

Tech Approx 2-3, 000 SO's/yr | avg 1, 200/yr

oh yea...

Process driven | again, what he/she feels like that day

Have had them come out (NJ) 3 times... took 11 appointments as they would seemingly always cancel and not call to cancel...just not show up and when you call they sey they couldn't get someone.

Issue is my Jenn-Air oven which at time of purchase I didn't know was under Maytag...my bad.

1 year warranty on service: 2 appointments in one year and they just replaced 2 different parts. That didn't affect the problem: unit would shut off in middle of any electrical usage.

Now it's > 1 yr and no service warranty and my oven hasn't been working yet...This was $1800 and A&E if correctly diagnosed would have gotten me right part or new oven...but no...they don't keep appointments and don't know how to diagnose.

Maytag is about the worst company I can think of for doing this.. they cheapen Jenn-Air, Kitchenaid, etc. and have no service of their own...they farm out to these unqualified, poorly run companies and still charge us top dollar.

I will not buy a Maytag product again and will not try to use A&E again.

WORST PLACE EVER!

Three weeks after I got my dishwasher I called about a dent; I had just moved and didn't have a chance earlier to get it fixed. A&E sent a guy out to look at it to confirm that there was, indeed, a dent and he ordered a part. He said it would take a week to get the part, and when it arrived I should call the 800 number to schedule an appointment.

So the part comes 3 weeks later. During those 3 weeks, A&E called me to set up my appointment 6 times per day, every day. Breakfast, Lunch, Dinner, whenever. They even managed to fill up my answering machine space by themselves one day.

Finally, the part arrives and I schedule the appointment. They said it would be 2 weeks. They scheduled me for the last Saturday in August, 8-12.

That day they never showed up. I called at about 10 to 12 and asked what was going on. "You're appointment is next week, " she said. Hmmm... next week is September, and my appointment ws in August. I told her it was their mistake. Nope, she said, not our mistake, yours.

Well, that's just not true. I had an appointment, I kept it, they did not.

Regardless, I was set up for the following Saturday, 8-12. They call Friday to "confirm, " saying that by-the-way, the guy will probably not be there until 1 or 2. No, I told them, that doesn't work. I have an 8-12 window - is 4 hours not enough?!?!?!

So I complained and threatened to call the Better Business Bureau and to write letters to local and national papers berating their service. The guy shows up at 10. Funny how that works.

He was a nice guy, but boy did he have a lot of bad things to say about A&E, including that every day there are at least 2 appointments that don't get met on time because of over-booking. He also said he's had a problem with every bi-monthly paycheck he's ever gotten in 2 years working there, but anyway...

So he gets here and the part is damaged, of course. He says he'll speed order me a part and it'll be here by Tues or Wed. The part comes Thurs. He also said if I schedule the appointment for Fri, it's more likely the guy will be on time.

So today is Fri and I skipped work this morning to be here for the service guy. He says he'll be here around 1, and there's nothing they can do about it. In the meantime, I get paid hourly so from 9-whenever he gets here I am not at work, not being paid. I have to leave at 12 to go back to work because I told them I'd be here.

This has got to be the worst company in the history of consumerism. I will not ever use them again for anything. I will not recommend them and I plan to leave messages on any board and with any consumer advocate I can find.

PLEASE, IF YOU HAVEN'T ALREADY, DO NOT USE THIS COMPANY!

Consumers must ban together against this kind of business practice to let them know it is unacceptable and WE WILL NOT HAVE IT!

shut up and quit crying you spoiled american

Description: On 8/13/2008 your representative technician # 0806893 came to the house to diagnose the problem with the machine as it stopped mid cycle leaving water in the bottom. He said it was a touchpad failure. I paid $158.00 and was told the part would be sent to me in 3 to 5 days. Well after several backorder phone calls. A call to your company after 2 weeks to complain that mold was growing inside the machine and a call to whirlpool I recieved no solutions other than to wait. Finally my husband called and whirlpool overnight the parts, now two because they said your tech ordered the wrong part the first time. A different tech came to pick up the parts. We informed him he needed to fix it. This man 0057769 a Ben McPowell, opened the panel and determined it was a fuse. A FUSE he had on his truck. I waited almost two months for a fuse! To say the least we are very upset. Also your tech said he was to take the parts and send them back to whirlpool. Well that wa!

sn't what whirlpool said when we called them after he left. They were to contact you regarding the parts. I feel cheated. You left me without a dishwasher for over 50 days when the part was on the techs truck the first day he arrived. I am a victim of an incompetent repairman. My water and electric bill increased due to washing the dishes by hand as we both know dishwashers are more economical. Not to mention the mold that grew in my machine. After calling your company to complain they told me to drain the water. I paid YOU to fix it. If I had to drain the water why did I pay you? It should have been taken care of by your overpriced incompetent technician. Besides the over inflated price you charged me to repair my machine. If your tech would have told me it was a fuse the first time I could have paid him the $75 to diagnose the problem and got the part on line for $12.00 and replaced it myself!
I would have saved at least $70.00 and had the machine right away. Instead I went through almost two months of waiting for parts I didn't even need. There is no way I would recommend you company to anyone else. And believe me I will report this to whirlpool as high up as I can go. I feel I have been unfairly overcharged as well. I could have had any local repair guy come and fix the problem for $60.00 plus the parts. I am very dissatisfied.

I to have had a bad experience with A&E Factory Service. My Frigidaire frigerator, ice auger motor stopped working. A&E came out and said the motor was shorted out. Note: The motor would humm when the dispenser was pushed. They ordered a new motor, cost $118.96. Another service call to install the new motor, with a different tech. The tech installed new motor, and I ask for the old motor. Having tested the old motor, I found it was still working. I contacted A&E, and they sent out the tech that had instslled the new motor. I showed him the working motor, and he said, sometimes they freeze up, and then when they warm up, continue to work. I was refunded $65 of the total bill of $306.98. I have found that same motor, (NEW) for, from $47 to $86. I did not buy the extended warranty, and the motor went out 15 days after the 1 year warranty expaired. I have contacted the Frigidaire Company and they will do nothing about this. Buyer beware! The next time I am in need of repair, I will call my local repair man. At least he is fair and resonable. Don

Thanks so much for the advice on contacting the manufacturer for another source! Duh! My call was routed to A&E through an original call to Sears.

Just a note...we had 2 service calls. My beef is with their administration of the calls and scheduling, not the repair personnel. The gentleman who repaired my dishwasher did a great job, but it was the people who cancelled the technician for my refrigerator who have caused me to make this post.

Appears to be yet another case of off-shore outsourcing causing a customer service nightmare!

I am soooo glad learning that there are so many people telling people not to use A&E! My story is no different than your stories. Every time they schedule you for at least another week. My washer is not worth of $400. However, the parts they ordered are about $500. I don't follow the logic that any company would order stuff more than what the machine is worth. As a manner of fact, they couldn't fix the machine after the first order then had to order another piece. Whenever I call in, I feel like I own them money big time. Today is the third time they suppose to come to fix the washer but the part is not here when they called. Around noon, the thing arrived then I called back trying to have a tech back to fix it. The call cent people don't give a crap what I am saying. Of course, the next schedule is about a week later.

DO NOT USE A&E! They are absolutely the worst company.

A&E is indeed a 'non-service' outfit of misfits.

I phoned Maytag directly at 1-800- 4Maytag to schedule service on our three year old, top of the line Maytag dishwasher. This appliance, in our view, should not have required repair service for a broken door latch with the appliance being only three years old.

In speaking with the Maytag representative, we discovered that Maytag no longer services its appliances, since they were purchased by Whirlpool. The Maytag representative furnished us with a repair order number and told us that we could expect a repairman the following morning, between 8:00 AM and Noon.

We then called A&E to confirm the time provide by Maytag, and were told the repairman was scheduled between 1:00 PM and 5:00PM.

We next received a phone call from A&E, attempting to confirm reschedule service on a range which we don't even own. We returned the call to A&E to advise we did not have an appointment or the appliance they had called about, and attempted to re-confirm our original appointment. We were told by the A&E representative, that our appointment, based on their records, was four day later than we were originally told and had confirmed in our initial call.

Needless to say, the dishwasher repairman never showed, at the initial appointed time, and the day after service was initially scheduled, we received a call from A&E, attempting to schedule service for the following week.

Needless to say, we canceled the appointment with A&E and rescheduled service with a local appliance repair service company.

Do yourself a favor and save yourself the aggravation. Buy foreign next time!

Never use A&E Factory Service. I called them on Aug. 25 to repair my refrigerator. They came out and said that I would need a new compressor. On Aug. 29 they put in the new compressor. The repairman dripped solder on my laminate floor and burned holes in it! After the repairman left, I noticed the burnt marks, I called the company on Aug. 29 and they said to call the next day. I did so and put a claim in. They said that I would recieve a call in 48 hours from their property damage department. No call received. I then called on Sept. 3, 4 and 5. Still no return call after me leaving many messages. Finally spoke with a manager who made an appointment for someone (unfortunately the same repairman who made the damage) to come out and take photos. The appointment was on Sept. 10. No one showed up. Received a call an hour after the end appointment time. The repairman wanted to come over and I said no. Made another appointment for Sept. 15. During this time, the refrigerator wasn't working correctly. So on Sept. 15, the repairman took photos and tried to repair the frig a second time. Frig still didn't work correctly. Same (ugh) repairman came over again, on another day, after his appointment time again. Finally repaired the frig. What happened with the repair of the floor? Nothing. I called on Nov. 3 asking what happened with the claim. They said that no claim was filed. I was put on hold again for 15 to 20 minutes and then lost the call. Tried calling two more times and put on hold for 5 to 15 minutes each time.

NEVER, NEVER use this company! You wil hate their bad service!

This company is horrible. I can not begin to describe the job done on my washer and dryer. It's a stackable unit and had to be removed from a closet (I live in a condo) for a valve replacment in the back of the washer. The "repair guy" ended up destroying the dryer vent and used probably a roll of duct tape to "fix" it. Seriously. I've called several times for another repair and they had the nerve to send the same guy out. The only reason why I called them was because they were listed on the Maytag website. I really wished I had checked online before calling them. I've wasted three vacation days on this worthless company. Please read and understand this - DO NOT USE THIS COMPANY!

I filed a complaint with the BBB. I had an appointment today. I called several times today and was told a guy would be out. No one showed up and when I called back I was told I had to reschedule.

A&E Factory Service told me it would cost a flat $75 to find the problem with my dryer (which turned out to be a loose electrical cord connection) . Instead I was charged $141.24. The additional $66.24 was for a "client report". No repair was done, the electrical cord was not fixed, yet my repeated requests for a refund these past 6 weeks have been denied. The company is perpetrating a fraud, and it appears their standard practise is to assume people with complaints will eventually just go away.

Take them to small claims court.

A&E Sucks! My Kitchenaid fridge is leaking as the pan is pretty much over flowing with water. The guy comes out and says there's a crack in the drip pan...I ask him how a crack just happens and he says it does...he spends like 45 min trying to remove the drip pan...inspects it and says it looks fine, then he checks the tubes, tells me to run water through it and he says no leaks. Tells me to plug back in my fridge and call them again if my fridge starts leaking again. He charges me $110 basically for poking around. They are absolutely CLUELESS! I don't know much about fridges but I can pretty much have figured that out myself. The guy tells me he's been repairing for 20 years...he seems like he just started this...I'd be fired from my job now if I performed on my job like the way he did with 20 years behind me. Wasted my time and money...I'd rather find a reliable appliance service through yelp. I've already been without a fridge for a week and now going on two weeks. Within 48 hours the drip pan is already over flowing again. You'd figure with someone who's been fixing appliances for 20 years he'd run across this before. AND He cuts himself..I offer him a band aid and he declines...instead he bleeds on my kitchen floor which I have to wipe up later.

When I called A&E to arrange a service call, I was told very clearly that the diagnostic fee to determine why my dryer isn't working would be $75 ONLY. No other taxes or fees would be charged, unless I wanted a repair. A & E's number is [protected] in case anyone would like to confirm the sales pitch. I made an appointment and the serviceman said the electric cable attached to the dryer was loose. He did not repair it and told me to call an electrician. He charged me $75 plus an additional $66.24 for a 'client instruct'. For over 6 weeks I have called A&E repeatedly requesting a refund but have been told it is denied. This company appears to provide false information and hope that anyone who complains will simply get tired and go away.

I am stuck in quicksand with these people. First they fail to show up for an appointment. Then they reschedule and show up and order a part. I wait three weeks for a part that was supposed to arrive at my home in a week and call them. They told me that the order was canceled by them. They do not know by whom or why. I ask that a manger call me. No return calls. I would NEVER use them nor purchase anything that they have to provide the service for.

I've got a service call into A&E for this Friday between 1 & 5pm for warranty work on a Whirlpool microwave that's about 7-months old. I'll let you all know how that shakes out. The other 2-vendors in my area have 8-hour windows. A&E is the only one with a 4-hour window. *fingers crossed*

I have had my oven out since the week before Christmas, have had four service calls, and still have an oven that does not work. Had an appoinment yesterday to install part, but service tech never showed up(he said he did). This is the absolute worst company to deal with. I would avoid any manufacturer that uses them, which includes Kitchen Aide appliances. They could care less if they fix your appliance.

Our initial call to have service on a 4 year old Maytag refrigerator was on 1/7/09. There were not able to come out until 1/13/09. They new before coming that the compressor had gone up, but still came with no parts. They were in the house for 10 minutes and said “YUP it’s the compressor, I’ll order the parts and come back when they are here.”

Friday, 1/23 the second service visit was made to repair or Maytag Refrigerator. After leaving and the unit running for many hours, we could smell something unusual. A visitor to the home quickly identified a strange odor, so figuring it was the refrigerant from the refrigerator I turned the unit off. We could here hissing from the back of the unit. Removing the panel I could easily identify that one solder joint on the low-pressure side of the compressor was leaking.

I called immediately for service and was told that I would have to call after 6:00 am Central time Saturday morning to schedule another visit. Saturday, 7:10 am Eastern I called to set up another repair service. I was told that someone would should out today and the technician would be calling soon. At 10:00 I called and I was told we are in the schedule and that a message was sent to call us ASAP and give us and estimated time of arrival. At 2:15 I called and I was told that the technician was called and a message was left on his cell phone to call ASAP and if I do not hear from him in an hour to call back. At 3:20 I called back and I was put on hold for 16 minutes and when a Supervisor got on the line I was told I was never on the schedule for Saturday but was scheduled for Wednesday. She indicated that all of the information that I was given earlier in the day was not accurate and that she would try to have someone out on Monday but cannot guarantee anything. She also scheduled a service call for Saturday 1/31 as well just in case.

Since at this point both visits have not resulted in a working unit and the people I have talked to thus far have not given me the same, correct, accurate, consistent, truthful and/or trustworthy information I do not trust anything I here. I am trying everything I can to GET MY FREDG FIXED. But they seen unwilling to do what it takes to get the job done. Where is the customer service?

We have been without a refrigerator since our initial call to Maytag on 1/5/09. That is 18 days without it! TOTALLY UNACCEPTABLE!

HORRIBLE, HORRIBLE, RUDE, RUDE!

Recently our dryer stopped working. All of the lights would come on but it would not start. We tracked down AE Factory Service & scheduled a home visit. We waited 5 days for this to happen. Once the technician arrived, he quickly ran through the dryer & said that he could not diagnose the issue. He then spent 40 minutes on the phone with his "help desk" only for them to "advise" us to change out our control panel, which of course he had to order. We were required to pay for this part in advance as well as the home visit fee, which we did. Per AE, the part was to be delivered to our home & we would need to schedule a second home visit once we had the part in hand. By the time we received the part it was ANOTHER 7 days, then add on 4 more days to wait for AE's return. The second technician installed the ordered part only to find that it was not the issue. He took an additional FEW minutes, took our dryer apart completely, put it back together & magically it turned on. He then advised us that we would be refunded the cost of the part and that we should receive a check within 2 weeks, it took 3 and when it arrived it was not made out to the check writer (my boyfriend, the homeowner) but rather with my LAST NAME ONLY since I was the person that had called the request in. Funny thing is that my bank will not cash this check & my bf's bank will not take a 3rd party check. I called back to AE to inquire about getting another check sent out & spoke to the RUDEST little girl who explained to me that "she could infact not put me in touch with the billing department and that they would return my call in ANOTHER 7-10 BUSINESS DAYS. I insisted on speaking with her manager, who did call me back only to tell me that after speaking with the billing department IN ANOTHER 7-10 BUSINESS DAYS, they would clarify details that the Rude Little Girl had already obtained from me & THEN POSSIBLY CUT ANOTHER CHECK WITH IN...YEP YOU GUESSED IT...7-10 BUSINESS DAYS. So, in all I guess I will have waited for nearly a month for them to come twice, work once, charge me for a part that I DIDNT NEED & approximately 2 MORE MONTHS to receive my money back. And BTW, they will not budge on any of the labor. I will be charged for the 40 minutes of time that the first technician spent on the phone with his HELP DESK.

DO NOT USE AE FACTORY SERVICE. They are rude, slow & do not care one bit about customer retention or for that matter, issue resolution.

Furthermore, if your home is not new, I highly suggest getting a maintenance insurance plan. This is not the same as homeowners insurance. It will cover all repairs for simple house fee of $60. This is imperative. There are several companies that you can choose from & you want to make sure that they do not dispatch AE when they send out a vendor.

I read your comments: You should know about their back ground. Maytag Service Technician no longer exist. A&E Factory Service took over Maytag. Do you remember Mogomerry Co? Guess what A&E Factory service took over. Some of comments I read It seems you got lazy tech. There is lazy tech out there, who does not care about the work they do. Tenician can buy part from local store if they stock it and repair on same day. Once tech ordered parts and you want parts to be delivered within 3 days, call manufacture, sometimes they sent parts out very next day.

This is my experience:
Sunday 5/8/08 – Checked GE Website for warranty information
No GE service available in 53050 zip code. Called American Home Shield (AHS). Explained that the refrigerator is only 3 months old, I was sure it was under warranty, but GE did not have service technicians in the area. She advised that Sear’s services the area and set up an appointment for Monday.

Monday 5/9/08 – Sears came out and diagnosed that the refrigerator defrost unit is not heating properly, but that he would not be the one to repair it since it is under warranty. While the technician was there I called the GE number he was given by his contacts. This GE phone number had a menu choice for appliances less than one year old. I called this number while the technician was still there. The technician took the phone and explained the diagnosis. GE told me that AE (another division of Sears) was the company that needed to come out and make the repair.

I called AE and scheduled an appointment for 1-5 PM on Tuesday, May 20th.

Tuesday 5/20/08 at 11 am – was called by AE and told that while they scheduled the appointment, they do not have an appointment open. We rescheduled for Wednesday May 21.

Wednesday 5/21/08 – Technician came out. He was not aware the refrigerator had already been diagnosed. He diagnosed the issue himself and determined he did not have the part with him to repair the issue. He ordered the part for emergency delivery on Saturday. I called GE to discuss my disappointment and that I felt they should be able to Fed Ex the part next day and have the technician come out on Friday. I went through several levels of customer service agents that insisted there was nothing they could do before finding one that made this happen.

Thursday 5/22/08 – part arrived

Friday 5/23/08 – technician arrived to install the part (heating element). When he tested the existing heating element he found it did work and determined the problem must be something else. He defrosted the internal part of the freezer, ordered another board and set up another appointment for Saturday, May 31th.

Sunday 3/29/09 – came home to ice cream melted all down the freezer. Everything in the freezer was ruined and had to be thrown out.

Monday 3/30/09 – the refrigerator was delivered the third week in March 2008, so I called GE appliance to schedule an appointment under warranty. The woman I spoke to told me it was out of warranty and there was nothing that could be done. I explained that I had purchased the refrigerator on 3/9/09, but it was not delivered for 3 weeks and it hadn’t worked for another 3 weeks of the year I had had it. She snapped that she could not do anything about it that it was out of warranty and I would have to pay for any repairs.

I called the GE consumer hotline. The woman I spoke to there was very understanding and said because I had been having problems all year, she would have it repaired under warranty. She scheduled an appointment with AE on Tuesday March 31, 2009.

Tuesday March 31, 2009 – The appointment was scheduled for between 1pm and 5 pm. I called around noon to see if they could tell me where on the route I was so I could manage my day at work. They told me they would send a note to routing and they would get back to me. They never called. I called back at 2:30 pm and they said the technician would be to my house next.

The technician looked over the refrigerator and could not diagnose it. He stated that he did not have any experience on GE appliances. He called and scheduled an appointment for Wednesday April 1, 2009 for another technician to come out.

Wednesday April 1, 2009 - The appointment was scheduled for between 1pm and 5 pm. I called around 11 am to see if they could tell me where on the route I was so I could manage my day at work. He confirmed the appointment and told me he would send a note to routing and they would get back to me. I explained that they told me that on Tuesday, but the routing group did not call back. I asked if they could call the routing group to get an answer. He stated that he could not do that because their procedure was to send routing a note and routing calls us back. I explained that the procedure does not work because routing does not call the customer back and asked him again to call routing. I asked if his supervisor could call routing. The call was elevated to the supervisor. She confirmed the appointment was between 1 and 5 pm, but told me she could not call the routing department either.

At 4 pm I called AE again to see when the technician would be out. She looked at the appointment and told me to hold on while she called the routing group. About 15 minutes later she came back on the phone to tell me that while I had an appointment scheduled for the day they never scheduled a technician to come out to the appointment. The next available appointment she had would be Friday afternoon.

At this point I have been without a refrigerator for 6 days.

A&E is the worst organized company that I have dealt with. But the major companies that contract with them are just as guilty of bad service. If an appliance is under warrenty, the customer should only have to make one phone call and it should be taken care of.
Right now our washer has been setting full of water for a month and a half, and I will not make another appointment with a&e, or will they be allowed back on my property.

I called on a Friday to schedule service to my refrigerator. An appointment was set for Monday morning between 8-12. I called in to make sure they had my cell phone number and asked them to call before arriving. I didn't recieve any phone call and by 11:00 I was calling customer service. They told me the tech came to the house but no one answered. I was there the whole time and saw no tech. My appt. was rescheduled to the next day. I was third on the list. I waited until 12 the next day. The tech called me and I had to give directions to get to my place and wave them down - which further concludes in my mind that they went to the wrong house yesterday. The tech said the part needed would take 4-5 days to order. I negotiated a deal that if I found the part today, would they come back and fix it. They did, however, the part they replaced didn't solve the problem. I had already paid for this dis-service. So here it is Thursday, and I am waiting for the tech to come back to fix the refrigerator that should have been fixed on Monday. Guess what? I'm third on the list! Ugh. NEVER, NEVER, NEVER USE THIS SERVICE. IT'S A NIGHTMARE!

I bought a Maytag Gemini range/oventop. The oven door shattered while we were cooking. Tempered glass flew all over our kitchen endangering our two young children.

I am sitting at my house for the second day that is now wasted due to the incompetence of your company. On May 11th, we were supposed to have a service call between 8am-12pm. THE A&E TECHNICIAN ARRIVED 2.5 HOURS LATE.

Maytag told us that the technician would be able to tell us why our oven door shattered. THE A&E TECHNICIAN COULD NOT GIVE US A REASON.

Today, May 18th, we were told by your company that we would be visited by the A&E technician between 8am-12pm. In fact, the A&E technician told us last week that, "we would be first on the list."
At 12:15, I called and was hung up on. I called again, I was told, "...the A&E technician had a family emergency." I WAS NEVER TOLD BY A&E OF THE SITUATION.

After arguing with an inept supervisor who lacks listening skills, he relayed to me that, "the technician is on his way." When asked for a time frame, he told me, "I'm not able to give you a time frame." AGAIN, A&E CAUSED ME TO LOSE MONEY BY STAYING HOME FROM WORK IN THE WORST ECONOMY SINCE THE GREAT DEPRESSION.

Our new refridgerator stopped going into the defrost mode. Like others, we had to wait for the part. Finally the tech arrived to install the part. A few days later we noticed things weren't keeping cold in the fridge, the freezer was working fine. Today when I poured a glass of sour milk I decided to take a look myself. I know how to use a screwdriver ;^) I took off the cover in the back of the freezer and just as I suspected, the vent tube that lets cold air to the lower part of the fridge was blocked. The tech replaced the foam insert incorrectly and it blocked the flow. Now if that's their way of getting another service call charge from Whirlpool or just plain inexperienced stupidity, I don't know for sure. A&E owes me for a gallon of milk. and they can also pay ME for the service call.

Horrible sevice... It is now 5:43p.m. and my appointment was between 1:00p.m. and 5:00p.m. This will be the second time they have tried to fix my dryer. I have paid them approximately FIVE HUNDRED DOLLARS. I an have called there service 3 times today and they still say they are coming. It is now 5:47p.m. and they still haven't called to say they are on there way . I will never never ever buy anything from Sears our use this service again.

Also in Raleigh is a good company called Wake Appliance Repair I used them several times before we moved out of NC 2 years ago. Small company with no uniforms or company trucks but who cares, I just wanted my stuff fixed and they always delivered.

I had an extended warranty on a KitchenAid Refrigerator. Towards the end of the warranty period I called the warranty service with 2 complaints: 1) the icemaker broke and 2) It was not cooling properly. The warranty service communicated both concerns to A&E (recorded phone call). A&E put on their service order only one issue (ice maker broken). I was gone when they came to repair the fridge. I asked my wife what they said about the cooling issue and she said they didn't mention it so we figured it must be OK. 5 months later it stopped cooling all together (out of warranty). The A&E serviceman acknowledged that the concerns I had 5 months ago was undoubtedly the early stages of failure but billed me $340 anyway. In appealing for reimbursement A&E freely admits that they failed to address the issue in October despite being told by the warranty service (they can't dispute it because it is a recorded conversation and they have copies of their own work order). They do not dispute the technician's assertion that the problem existed when they came out to fix the icebox. But they refuse to reimburse me because they said I should have somehow realized they didn't address the issue the first time and called them within their guaranteed 3 month period. I am filing a small claims lawsuit against the company.

My suggestion: They have a 3 month guarantee on their service. In my many conversations with their customer response team they claim that the service people will come out free of charge if you feel their original repair might not be satisfactory. In my case, the refrigerator continued to work the same way it did when they were here until five months later, but I was suppose to recognize they didn't do the work. What I recommend (and what I am doing now) is having them come out periodically to check their work. When asked my reason I simply explain that I am not sure if the repair is functioning properly and I want someone to check it out. You have three months before it is no longer covered under warranty. MAKE SURE THEY TELL YOU IT IS FREE OF CHARGE BEFORE THEY COME OUT! I plan to have them come out every week to check the new circuit board until my 3 months are up.