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A tale about A&E Factory Service - more accurately know as A&E Factory NON-Service - for a Whirlpool Dryer in Raleigh, NC.
On Sept 6, an A&E technician is dispatched to our home by Whirlpool Warranty Service to diagnose a problem with our $900 Whirlpool dryer that is less than 1 year old. The technician says the electronic control needs to be replaced, but does not have the part, and will have it ordered immediately. A&E calls back later that day to inform us that the part is not available, has been ordered and should arrive in 10 days! I'm under a lot of pressure here, because a major reason for my investing in this dryer is it's high-capacity, which is crucially important to my family of ten. 10 days! But, aren't they "Factory" service? How hard is it to get this part?
On day 6 (Sep 12), A&E calls back and says it will be at least 5 more days for the part to arrive! Thus commences the lies and misinformation. I had serious doubts A&E had actually ordered this part as they could not provide me any tracking information. You see, this is chump warranty work, and I was a LOW, LOW priority.
So, on Wed, Sep 13, I called A&E trying to find out why it is so hard to get this part, only to be hurried off the phone with the obligatory response of, "It is out of our control. When the part comes in we will set up an appointment to replace it." So, I go on the internet - knowing nothing about obtaining Whirlpool dryer parts - and in less than 10 minutes have found the part readily available through several vendors. I call A&E and let them know, BUT of course, they have a "process" they must follow - mind you, not a desire to provide fast service. So, I call Whirlpool, whom A&E are contracted by. Alas, Whirlpool parts center has 39 in stock and they will express ship the part. So, I teleconference A&E and Whirlpool (partners, eh?) and attempt to assist A&E in getting the part to me right away. You see, if I acquired it myself, I would have to pay for it. Only A&E could order it from Whirlpool.
I call back the next day (Thu, Sep 14), but am unable to confirm through A&E operator if the part was ordered, and am given an appointment for Sept 27th, just in case the part comes in by then. The operator tells me she has no way to confirm if the part is ordered. Wow, they care - NOT! So, Friday the 15th I pursue A&E again and remind them that the part is at Whirlpool and can be expressed shipped if only they would call to order it. The first thing the A&E operator mentions is that they will not pay for express shipping. Five extra dollars to a company the size of A&E is too much, when my business means so little. After much pursuit, the A&E operator obliges me by setting up the repair appointment for Tues, Sep 19th. Well, that is what she told me, anyway. That same day (Fri, 9/15), I also call Whirlpool customer service to see if they will help ensure that A&E orders the part from them and would they please express ship it. The Whirlpool representative seems glad to help and leads me to believe I can receive the part by Monday.
I call A&E on Monday to see if the part is on its way, and to see if I have the appointment on Tuesday. Well, it really should be no surprise that without calling me, A&E cancelled the Tuesday appointment because they knew they had not ordered the part yet! Wow! Another call to Whirlpool on Tues, Sep 19, to get them to act on my behalf with A&E and get them to order the part leads me to believe that the part is finally ordered because the Whirlpool agent says it will definitely be at my home on Thu, Sep 21. I call A&E again to get an earlier appointment than Sep 27th. I am grudgingly given an appointment for Friday afternoon, Sep 22nd.
A&E calls my wife on Thursday, 9/21, around 3pm to see if the part has arrived. Sadly, my wife tells the truth and says, "no". The A&E operator instructs my wife to call by the end of the day to confirm whether or not the part arrives, but gives no deadline. My wife calls A&E at about 4:30pm when the part arrived only to find out that A&E canceled the appointment without notice and will not reschedule. A&E was dead-determined to keep the Sep 27th appointment, no matter what.
No matter how much pleading and explaining I did when I called back on Friday morning, I could not get any other appointment other than Sep 27th - 3 weeks after the problem was diagnosed as being a problem with a part that takes 2 days to get and 5 minutes to install! Furthermore, the A&E operator tries to pretend that I never had an appointment for Fri, 9/22, that it was always - and only - for Wed, 9/27. Later, in the same conversation she slips by mentioning that my wife caused the problem by failing to return their call on time the previous day. I retort, that if I never had an appointment for this day (Fri, 9/22), then why did we get a call from A&E the day before inquiring about the arrival of the part? She was tongue tied and said, of course, there was nothing she could do. She then thanked me for my business and ended the call.
I cannot stand the thought of giving A&E any business, so a light bulb finally goes off in my head. On Monday, Sep 25th, I call Whirlpool and ask if there is anyone else I can go through to get this part installed. The Whirlpool agent calls me back in 10 minutes to inform me that I have an appointment with another service provider in Raleigh who will be there the next morning to install the part. And, like magic, a technician from Mr. Appliance arrives to install the part.
The complaint has been investigated and resolved to the customer’s satisfaction.
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I agree...they have horrible service ...completely non professional !
I totally agree! Never use them! I called them for a broken KitchenAid Dishwasher. On my first appointment, they called 5 times to confirm we are home, and we kept saying, yes we are. 2 hours later, no one there. On calling them, they said we have to reschedule because we were NOT home! I got another appointment after 4 days! Then they ordered the part and I got my 2nd appointment. The technician came downstairs, called me and mentioned that he cant find parking. I told him we have a quater paid parking, he said we dont pay. He said someone from the company will call back. They called and said I have to reschedule because he cant find parking! Can you believe that? I was so furious, I offered to pay the parking. They charged 180 dollars and they cant afford 50 cents for parking! So, 7 minutes after the technician was in my building, I had offered to pay parking and I asked the technician to come back. And guess what? He was OUT of the area and I was asked to reschedule!
Horrible service! NEVER again will I call them.
The electronic panel broke on my washer which was less than a year old. After calling Whirlpool, an appointment was scheduled with A&E Factory Service. Thus began the worst service I've ever experienced. After 4 failed appointments; repeatedly showing up without parts, without the appropriate people to do the job and late, no one from A&E factory service had yet even touched my washer to begin to replace it. I tried many times to intervene. Unfortunately, the organization is so silohed that customer service and the tecnicians appear to be incapable of talking. They could only send messages back and forth which was ineffective in every case. I asked repeatedly to speak with a manager, I was told every time that there was no one to forward me to.
I finally called Whirplool and requested a different service provider and compensation for my time and efforts. I received both.
It is disappointing that Whirpool had choosen such a poor provider of service to represent themselves. Please do yourself a favor and demand someone other than A&E if you need warranty work from Whirlpool.
I purchased a whirlpool refrigerator or July 4, 2008. The ice maker did not work properly. I called customer service at whirlpool and the sent me to A&E factory service. This company is completely inept. I have not waited home 6 different days from 8 am to 5 pm, and they have still now been about to fix the problem. Between wrong parts, no show appointments, and basic lack of knowledge and communication, this simple problems is STILL not fixed. The customer service at both A&E Factory service and Whirlpool basically just don't about the consumer or their time or money. The customer service manager at A&E, Tonya, is completely useless at her job. I have never before dealt with such poor customer service. DON'T SHOP WHIRLPOOL OR USE A&E FACTORY SERVICE. YOU WILL BE SORRY IF YOU DO.
A&E teach your techs how to park their vans in such a way that the ### end of the vehicle is not obstructing other people's ability to park in their own driveway. Due to the ineptness of your employee i now have a dent in my custom van that i have managed to keep from any damage for over 2 years. Might i suggest you refresh your employee's parking skills that drives van #56719 on 08-18-09 to include right of way to others, and not just his ease of access to do his work. Lack of respect and professionalism. Could only imagine what work ethics your employees have. Sorry sir just here for a paycheck. Piss poor! Will never do business with this company. Yes i know. You could care less. STATUS QUO! Right?
A & E (affiliated with Sears) is the worst company I have ever dealt with. My TV broke and I called my warranty company, who then put me in touch with A & E. I had to wait a week for my first appointment because they "only come to my area once a week" and they only "schedule between 8-5pm". I waited all day and at 4:30pm, I call to find out where the tech is. He is at an appt. and has two more before me. I was asked if he could come late and I agreed. At 9pm, I got a call saying he was not coming (duh, I figured that out by this time) and I would need to be rescheduled. A&E told me they could have someone else come out the next day, so I agreed. Well, the next day, I was told that I would have to wait until another appt. day (another week away). Frustrated, I agreed. The tech. came out at 4:30pm and left around 6pm. He also ordered 2 parts and said he would be back the next week to fix our TV. Well, one part came to my house three days later. The other part came six days later. I called to let them know that I had both parts and I was put back on the schedule. I was dropped from the schedule and put on for the next week. It has been a week since then, and I am still waiting for someone to come and fix my TV.
The company tells you they understand and are sorry for the inconvenience, but they offer nothing to help you. I was told that they would send me a Sears gift card for $50 for my trouble and inconvenience. That was almost a month ago and I still have not received anything. Although, they told me it was processed and I should have it "any day now". I doubt I will ever see it. You are completely at their mercy and the some of the reps. are nice and others completely rude. It is like talking to a brick wall and you can never get to a supervisor without having someone call you back within 24-48 hours. What a joke! Needless to say, I have filed a complaint with my warranty company, who is trying to set me up with a different service provider, spoke my piece here, and will follow-up with a complaint to my state attorney general for poor business practices.
While are technician was nice, he wasn't too bright and neither was the home office. The tech ordered the wrong part and the home office could never manage to send the part in a suitable container to keep it from breaking (this is a $300+ part, mind you). After 3 tries, we gave up, called a local guy who fixed our oven in a single service call with a small, simple part. We're through with A&E, I assure you. Such a shame they get by with this. Don't be the next victim.
Called A&E to double check my appointment. It is good that I did. The address that they had I have not lived at in 9 years. Call them 2 days before to make sure they have your correct address.
Well I used A & E on several occasions for fridge, washer and dryer. They were their on time and fixed my problem with no issues.
Thanks for the great service I recieved.
My situation started one year ago Ice build up on back wall of freezer. Tech comes and says it is the fan blade.He installs part and one week later same problem. They come again next guy replaces door gasket. one week later same problem. I now leave the freezer alone. It freezes and fridge is cold. One year later the fridge is not getting cold, fan is not blowing. Of course the ice froze the motor.
They come out and replace fan motor, I tell the tech this wont resolve problem with ice . He knows better and says yes it will. The tech also tells me as soon as the part comes call they will make an emergency call..Part comes and i call him personally nothing he does not answer. I call main number they tell me they have Availability to come on Thursday it is now Monday. I reply my food is going to go bad. The response I get is that is our availability is on Thursday. I am desperate so i agree. One week later what a surprise ice again. Another tech comes and tells me the ice is normal. So i call for a different tech. Next one comes and tells me i have freezer turn on high and it should be in the middle. My response is that's like telling me i cant turn my stove on high or it will blow up. One week later i have ice another tech comes he tells me he is going to put a check valve in drain tube he calls me on the phone 1 hour after he leaves and tells me he is going to put and insulation blanket in the back Wall of freezer. Tech is supposed to show up on Saturday I have a family party, So i have a friend at my house . Tech calls me he will be at my house in a 45 minutes . I get a call from a&e main number shortly after saying he was at my house and know one was there i signal to my wife for her cell phone as i am talking to him i dial tech cell number one ring voice mail the phone is off i called that number the rest of the Day AND ONE RING VOICE MAIL. the MAN I AM TALKING TO TELLS ME HE IS GOING TO CALL HIM i ALREADY DID. He tells me he talk to him and he has finished work for the day. I could not get though but he could . i tell him i was calling him and i could not get him. The man then tells me I need to be a better customer and not act this way . I was showing frustration toward him. I said what he then replies again to be a better customer i then told him i want his supervisor he says he doesn't have one i said your the CEO he says no . i then says every one has a boos. he says he is the highest. he puts me on hold and hangs up the phone.On Monday i get a call from a&e telling me sorry and they will be there tomorrow. Tech comes out tells me right away that this wont resolve the problem. All the food is out of freezer while he is talking to his support group ( Food is defrosting) At least 1/2 hour goes by he is telling me he ordering a different part. # days later part comes in . What a surprize it is the same part as last guy ordered. Now today 9/22/09 tech call i miss call at 746 751 i call back number he doesn't answer 4-5 calls he then calls me saying he missed my call . we talk he says he already changed his schedule and is going someplace else first. I told him that was unacceptable. I then called main number they told me some time today he will be at my house.
The tech came today and told me he did not think this would resolve the issue . he installed insulation blanket and left.
Well five days later i have ice again. I dont know what to do at this point...
F.Y.I. TO EVERYBODY,
I WORKED BOTH FOR A&E FACTORY SERVICE AND FOR MAYTAG AS A FIELD SERVICE TECHNICIAN. I HOPE EVERYONE KNOWS BY NOW THAT WHIRLPOOL BOUGHT OUT MAYTAG SOME YEARS AGO, CLOSED THE MAYTAG FACTORY AND JUST KEPT ALL OF THE MAYTAG BRAND NAMES...THEY ARE ALL MADE BY WHIRLPOOL, JUST WITH THE NAME TAG CHANGE ON THE APPLIANCE. ALSO, A&E FACTORY SERVICE UPPER MANAGEMENT HAS AN ATTUIDE OF ' WE ARE SEAR'S, WE DON'T NEED YOUR SALE OR CARE ABOUT YOUR PROBLEM AFTER THE SALE, WE HAVE 10 MORE CUSTOMERS WHO WILL BUY FROM US" SEAR'S HAS OR HAD A 20% OWNERSHIP, WITH WHIRLPOOL HAVING 80% OWNERSHIP IN A&E FACTORY SERVICE. THE TECHS ARE OVERSCHEDULED FOR THE AMOUNT OF CALLS THEY ARE REQUIRED TO COMPLETE IN A DAY. I AM SO GLAD I DON'T WORK FOR A&E FACTORY ANYMORE...THE COMPANY SUCKS AND I DON'T HAVE TO PUT UP WITH ALL THE LIES THEY TELL THE CUSTOMER.
I want to echo all the complaints here. I have been waiting nearly six weeks to get my crappy Magic Chef refrigerator fixed by A&E. The comedy of errors is way to long to relate here but suffice it to say the customer service department is terrible at setting expectations and has NO ability to communicate with the other parts of the organiztion. The information they've given me is almost always wrong or misleading.
I found on two separate occassions, parts were "back ordered" even when they were readily available at the manufacturer. This is because A&E uses third party parts suppliers and NOT the main manufacturer to source parts. So if you find an available part on your own (I'm sure few customers spend the time to do this) is doesn't matter because A&E insists they need to order from their supplier, even if it results in a significant delay. This stupid rule has delayed the repair of my refrigerator by two weeks.
I don't even want to go into the half dozen or so scheduling snafus that have happened that have already caused me to take off two days of work, and the refrigerator is STILL NOT FIXED.
A&E has terrible internal information processing controls and is not customer focused. Avoid them and manufacturers that use them. This has been the worst customer service experience I have ever had.
A&E is and will be out of business with such behavior. I took off work 1-5 waiting for them, they called at 4:55 to reschdule. Stay away form them.
Join us for the lawsuit. Stay put.
Its all been stated in the above complaints.. I would be rewriting what most have written, HORRIBLE SREVICE, HORRIBLE ATTITUDES, will never by anything that they would have to service again... Think twice people, for some of us finding another provder does not exsist if you do have a choice on who does your service call, pick anyone but A&E.
Kendra Scott
I am fed up with A&E factory services, on december 23rd I called to set up an appointment with them to come out and fix my washer which has a 2 year warranty on it.They said that they would be out on Sat Dec 26 between 1and 5 pm.Well on Dec 26 the Tech called at 12:32 to say that he was on his way and that my washer was not under warranty and that it would cost around a$120.00 or so for him to look at it and another couple hundred for it to be fixed.I explained to him that it was purchased in July 2008 and was under a 2 year warranty but he kept saying that it wasnt so I put my husband on the phone and he talked to the guy and said that we would pay for the repair but that we would get our money back because of the fact that it was under warranty.Well with out so much as a phone call to us the Tech canceled our repair order and we waited around for over 2 hours for him to show up.finaly my husband called the company to see when the Tech was going to show and that is when we found out that the repair order had been canceled.We've called whirlpool and they said that they were going to get in touch with A&E and kept my husband on the phone while they did Well A&E said they would send the Tech out on Wed Dec30th but my husband told them that that was no good so they said that they would get him out to our house within 45min to an hour well here it is 10:34 at night and still no tech and our whole Saturaday has been interrupted waiting for a no show company. So my advice to everyone is do not use A&E Factory Services
Very poor customer service. They talk over you while you are trying to talk to them. They do not go along with the customer. What happened to the customer is always right. They will not try to work with you. Would rather argue with you instead of just trying to give better cusomer service. We have only had this dishwasher since August and this is the second time it has gone out. The first time the tech ordered the wrong part. They don't even carry the parts. They have to have them delivered to the customers home. Now, we are waiting for the second part to be installed, it was delivered today and we have to wait til Friday to have it installed.
I will be brief as possible. The repairman has been to my house 6 times and I am over a month without a fridge. They have replaced numerous parts and the last time they came I told them that the supervisor at Lowes stated that all they needed to do was say the fridge couldn't be repaired. The tech however wouldn't listen, of course because each time they are getting $150.00 for showing up, and when I told him he couldn't repair my fridge because he had been here six previous times he printed of a receipt. On the receipt he had stated that I refused to let him look at my fridge, however he had removed the cover and the mother board. I told him he could look at it all he wanted but I wasn't going to sign his receipt stating I wouldn't let him look at it. The funny thing is that if I didn't let him look at it how did he leave his tools in my fridge. I have spoken to Lowe's and they keep telling me all I want to here but they still haven't stepped up to the plate and replaced my fridge. It is quite simple they should replace it and then fight it out with the service company. I as a customer have very little leverage to do anything.
I have a Kenmore Dryer that would run for about 10min. before shutting down. Wait for a half hour and start back up for 10 min. Call A & E Factory Service to find out that it would be 2 1/2 weeks before they would have a repairman out to fix the issue. The repairman stayed for about 45 min. before he said it will be down for parts. Close to 3/4 of what it cost for the machine brand new. Home Shield approved it so I waited and waited. Parts came in 1 week after they ordered them but they didn't show for another week. The repairmen got here, which was a Thursday, and after 1/2 hr. later he said the parts are not the issue that we need to order more parts ( EMERGENCY ORDER) and he would take the Drum, motor mounts, bearing holder and bearings and send them back. He also told us that he would be back out as soon as the parts came in to give him a call. We got the parts on Monday and so I called him. No answer! Called Sears A & E and after 3 times of being hung up on I finally got through. They said that it would be 2 weeks before anyone can show up and then I got hung up on again. Called Home Shield and let them see what they can do because I was getting no where. A Very Disappointed Customer and will never buy or use Sears or A & E again! This is the worst I've been treated as a customer ever.
Larry Bowers
I did not have a problem with A & E. if you call a company of that nature, you are going to pay for the knowledge. They have to drive to your home which takes gas and wear and tear on their vans...They also have to pay for the techs time. I agree sometimes you might get a bad tech but if you will call them back again, I bet they would send you out someone else. Common knowledge...If you call someone to take care of something like that then expect to pay the price. They have to stay in business. lets see you do it for less !
Whirlpool owns them! Kitchen aid is a over rated piece of equipment that has its problems. A & E are not to blame for Kitchen Aids faults. Kitchen aid makes the worst equipment ever that is hard to diagnose...Otherwise they would have their own people to work on them...Think about it. My husband says he works on more Kitchen aid than any other brand!
Dont judge the whole company by one person... A & E is known all over the united states
horrible service...the first tech came out on March 27th to check the problem. He ordered parts and said they would come by UPS...finally got the parts and set up a day for him to come back. Then my husband had a medical emergency resulting in two appointments reassigned, finally we had an appointment for 4/10 in the afternoon. FINALLY at 5:30om the tech calls and says if we received the transmission...I said what transmission...there wasn't an order for one. The tech said, he wasn't going to bother coming out because we didn't have all the parts. I promptly told him that it's their fault and they need to do something. I called the 800# to complain but they couldn't help me.
On Monday, my husband, who is home on sick leave, got a call and was told the techs would be there again between 8-12. They came and used the parts that were there and said, they needed to order the transmission. The tech also said they would be back on Thursday (today) or if we prefer Saturday and to just call the 800# We did and found out again we were lied to. We can't get them out until Monday the 19th in the afternoon. My husband is extremely frustrated. If it weren't for the fact that he is on medical sick leave, one of us would be losing wages simply because of the wait time. That's three days of waiting. We have dirty clothes piling up because it will be three weeks since the initial call. We attempted to contact Sears home office but couldn't. OH and that reminds me...the first call to the original 800# on my contract which is in TEXAS, the guy scheduled me for whatever time it was and then when I called back because the number of the repair service didn't sit right with me, , , , I found out that the guy didn't listen to the address I gave him and thought I was someone in Texas. THAT WAS THE FIRST MISTAKE YOUR CALL CENTER MADE.
We have all the parts and now JUST SIT AND WAIT!
We figured it would have been easier to buy a new washer and have it delivered and installed rather then to deal with your repair service.
Who has this much time to wait...? Because of the first tech not ordering all the parts, we wait.
and then it was finally fixed but after 2 loads...there is a leak and the agitator squeaks...
Don't EVER use this company. They flooded our kitchen, dining room and hallway. Our Maytag dishwasher was recalled. A & E came out to replace the faulty heating element. The first tech cussed up a storm and left a huge mess, as he left he said "I made a little leak in your water line, someone will be out to fix it today." Waited 2 hours, called A & E, they said that the service order was closed and no one could come out that day. I threatened to have them pay for an emergency plumber to come out and fix the problem, they sent someone out that very day. The second tech came out and "fixed" the leak. After he left, the dishwasher door wouldn't open and the dishwasher had on water. We called again, waited on hold for HALF AN HOUR. Third tech came out and said that there was a screw missing on our dishwasher door and he fixed the door, the water was never turned back on, so he turned the water back on. Asked him if we could run our dishwasher now, his response "Do whatever you want." Well, after a Father's Day away from home, we came home to a flooded kitchen. Our wood floor was totally ruined and warped beyond repair. The FOURTH tech came out and fixed the water valve. Apparently the water had been leaking continuously since the third tech turned it back on, OVER 48 hours! The fourth tech took pictures and admitted that it was their fault. We were told that in two business days someone would be contacting us regarding insurance replacing our floor. We had to call them, and the guy on the phone said that he was waiting for US to call.
Dear Chestnut916,
We came across your posting and wanted to reach out and offer assistance. We are sorry to hear about the service you have received from our team and we apologize for frustration this has caused you. We would appreciate the opportunity to assist you resolve this matter. My name is David and I work for the A&E Solutions team and we want you to know we are here for assistance. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the appliance is listed under and we will contact you directly. In addition please include your screen name (Chestnut916) in your email so we can reference to your posting.
Thank you,
David V.
A&E Cares
A & E is the WORST repair company I have ever had to deal with! They have been jerking me around for a month with fixing my Maytag dryer. I have huge boxes of parts sitting in my living room and after 2 days of sitting home waiting for them, they just cancelled again! I just purchased a new GE dryer. The boxes of Maytag parts will be taken by the trash men next week.
A&E should be put out of business. My Kitchen Aid dishwasher stopped working 5 weeks ago. The repairman came out and didn't have the part - had to be ordered. I've made 2 appointments for a serviceman to come out and install but he never showed up on either occasion. Now a reputable company told me that they would not touch a problem created by A&E. LOUSY! LOUSY! service. DO NOT USE.
July 3 A and E was supposed to be at my house between 1 and 5, took day off work and waited...nothing...called Whirlpool and they checked and said a tech would call me right away. He called all right at 8 o'clock that night..VCalled to reschedule and told the lady that I would not take another day off work. She said I could have first appointment in AM. They left me a message that they would be here between 1 abd 5 tomorrow. Called again and explained that I was spposed to have the first appointment, He said no and that was the only time available. Told him to forget it. Called Whirlpool back and they weren't too nice either. Gave me a name of a local repair. Why didnt they do that in the first place?Day 6 and no repair yet...I think I won't be buying anything Whirlpool again...
Well, we needed to call for repair on our appliance that was under ES warranty. The Warranty provider set us up with A&E factory svc. I called on a Friday & the appt. was set for Monday btwn 12n-5. Got a confirmation call Sun. night from A&E they would be here @ those times. #pm on Mon. I get a message (b/c I stepped outside for a few) @ 3pm saying NO available svc rep scheduled for the area to call back to reachedule. I was upset then, but I called & theyrescheduled for Wed from 1p-5p. I asked why I was not notified sooner about the late call.No answer. SO today I was again waiting for the 1-5 appt. time. I got a confirmation the eve. before & I even called this am to verify as the previous scheduler said I should do? As of 12n I was still set up for service. SO @ 3:55 pm, no call. still no show, I decided to call. The 1800 # person who answered said"you didnt get a call yet?" No I said & she said I was on the list she would check it out. She got on the line & said they have not svc. techs in your area today. I nearly flipped I was tranferred to a customer relations gent. who was very nice, & said I should have been place on priority from the no show Monday. He tx me to the regional router-Nicki!? She wanted to schedule me for next week & when I went through how angry I was I wasted 2 days, she basically said, a huge lie, "oh Iwas just gonna call to cx-we have no one in area." Then I did flip. She then sadid "oh he was on his way but then had decided he had to go to the ER, " "while he was on his way?" I said then what happened to him calling like you guys said would happen 1/2 hr before? She said "Oh, we did try your phone was busy" I sadi that is a lie! I have call waiting & I had given my cell as an alternate #, which also has call waiting. " She totally lied & I lost it. I told her next week, a full week later was unacceptable & she said"Good Luck ... & hung Up!" They SUCKKKKKKKKKK ! Don't ever use them!Totally unreliable & I am reporting them to anyone & everyone I can. In ths day and age she should be happy to be working but now I hope she loses her job-she deserves to .DOn't use this A&E factory service co.! I don't know how they stay in business!
This company is a joke, came to fix my dishwasher less than 6 months old, the apt was at 12-5 and they didnt show up till 630 which wasted a day i could have been working, said it was the motherboard which they had to order and it took 10 days, called me to see if i received it and set an apt to finish the job, sat there all day and didnt receive a call or service, they called me when i was at school and work every 5 mins, i finally answer after stepping out and told them i cant talk, repeated to call me and when i answered again it was a robot telling me to call them, i got about 10 voice mails of those a day, called the company twice and spoke to someone to tell them i didnt even want them to contact me anymore and i still cant get off the robot voice mails 10 times a day. The most worthless company ever. Im going to pay to have a real company fix it not under warranty.
Bought a Whirlpool Washer just over 2 yrs ago. Now will not fill. Called Whirlpool, of the services they push, 3 of them have "F" ratings with NJ BBB, one has a "C-". AE Factory has no rating do I went with them. Made appointment for TODAY at 1 EST. It is now 4:45 PM and nothing. Called AE, clearly a sweatshop and they tell me they cannot get in touch with the technician but sent him a note.
I WILL NEVER BUY A WHIRLPOOL APPLIANCE EVER AGAIN IN MY LIFE, PERIOD. 2 GODDAMN YEARS AND A $1000 WASHER NO LONGER WORKS AND THEIR PREFERRED SERVICE PROVIDERS ARE NOT TRUSTWORTHY. PATHETIC EXCUSE FOR A COMPANY.
MISDIONOSIS, SORRY TECHNIANS, POOR CUSTOMER SERVICE TOOK ME A MONTH TO GET A NEW
MAYTAG DISWASHER REPAIRED THE DW HAD A MAJOR RECALL FOR A HEATING ELEMENT BUT THE
CONTROL PANEL WENT OUT BEFORE THAT. SEARS SHOULD BE ASHAME TO BE ASSOCIATED WITH SUCH
WITH A POORLY RUN COMPANY. A&E FACTORY SERVICE SHOULD MAKE THEIR MONEY TODAY
BECAUSE THEY WONT BE AROUND TOMORROW.
JOHN AUZENNE
Dear john auzenne,
I'm terribly sorry to hear about your disappointing experience with A&E repair service. I'm sure being without a dishwasher is inconvenient enough, but the trouble you encountered with your repair only furthered the feelings I'm sure. When we service your appliances, it is our goal to exceed your expectations; we've obviously let you down. I'm Scott, and I'm with A&E Solutions. At your convenience please contact our office at AEservice@aefactoryservice.com so we can further discuss your concerns. In the email please provide us with a contact number and the phone number the dishwasher is listed under and we will contact you directly. In addition please include your screen name (john auzenne) in your email so we can reference to your posting.
Thank you,
Scott J.
A&E Cares
After taking 3 visits to repair a dryer that was under warranty (for the time I took off work I could have bought a new dryer) I intentionally bought a different brand from a different store to avoid these incompetent jerks, with no luck. My appoint was scheduled for wednesday afternoon and they showed up tuesday morning...then they didn't have the part, because they don't carry parts, they are ordered and delivered to the customers house for them to come back again and "fix". Please tell me why if the washer has an error code to indicate the problem so they know what is wrong when you call for service they can't bring the part with them, that is ridiculous! I can't wait for visit 2 where they tell you it is fixed and it really isn't and won't even look at it again unless you schedule it. From now on I think I will just buy appliances from craigslist and toss them when they break, much less hassle than dealing with these a$$hats.
Called these goofs for service, on my Jenn-Air side by side built in refrigerator, third time for same problem none the less. Upon the technicians arrival and a quick two minute inspection, he told me that he knew it was the same issue, could fix it but thta is Manager instructed him not to perform the repair as the SN label (a paper label Jenn-Air places on the upper door frame) was missing. This even though they have worked on it before and the fact that I provided them with the SN as well, Jenn-Air has it on file, they refused service and then told me it was possible that parts were no longer available, the fridge is less than 5 years old.
No follow up, rude responses, lack of fulfilling the customer experience make these guys losers to say the least!
Whirlpool recommended A&E and all they do is OVERCHARGE people ripping them off! 6 months ago they repaired my washer, 6 months later washer is down! they came back out and said the SAME thing is bad and wanted to charge me an OUTSTAND OUTRAGOUS $672.95 AINT no way in *** I would pay them anything like that. total rip offs! I think the man was lying so he could pocket some Christmas money for his kids. They should be shut down! I wouldn't recommend them to a homeless man. DONT USE THIS COMPANY! If you do, get ready to be ripped off! don't trust them they are liers!
I bought a washer and dryer from Lowes and purchased a warranty. When my washer broke I called to schedule service. I had to wait 3 days for an appointment and they gave me 3-4 hour window to wait for the repair man. I took off work to wait and when 5:00 o'clock came around and no repair man I called to see where he was. A&E stated they tried to call me but couldnt leave a message that they had to reschedule. They did not call, they had both of my numbers and no call. I have a cell phone and a home phone, neither rang and no messages. When I asked when they could get me in they said 7 days from today. That is crap, I got bumped and now I have to go to the end of the line? My husband asked to speak with the Manager's supervisor and he said that he could not transfer him and that he was the end of the line. What they didnt tell me was that if they cant get it fixed in 7 days they have to give you a credit for a new washer. I found this out after driving to Lowes and speaking to a very helpful manager. I called the warraty company back and asked about the 7 day rule and they said yes we can get you a new washer. That would have been nice to know when I was on the phone with 3 people from there and no one would tell me this was an option.
A&E has been to my home 4 times now for the same service request. Everytime I schedule an appointment, I'm given a window of time for the tech to arrive; and each time, the tech has been late beyond the window of time. If you schedule service, prepare to take the entire day off from work. I've had to use 4 days of leave from work. Each time someone come to my home to repair my dryer, they don't know what appliance they are there to repair, and I have to explain the problem again. They keep no record of the previous tech's visit. Every tech that has shown, thinks this is the first time that anyone has come to service the appliance. They stay for 5 min then tell me that they need to reschedule because because of various reasons. I really can't comment on the tech's level of skill, because they haven't done anything. They have been rude, disorganized, and unprepared. They've even tried to redirect blame to me for their inadequacies-- telling me that I shouldn't have purchased the dryer; I'm spending to much money on my home remodel. (How would they know what I'm spending?!) If you have the option to use another appliance repair company, do it.
I agree with most of the above, A&E is the worst company I have ever dealt with. Patrick above who calls us whining obviously has no need for anything clean in his house, hate to see what it looks like. 10+ days is not acceptable repair time for a major appliance for any realistic household, and any company who thinks it is should not be used by competitive manufactures such as Whirlpool. My experience with A&E and post experience with Whirlpool mean Whirlpool will not be getting my future business.
Just to tell the short story about what happened, my Whirlpool HE washer lost its bin(yes, that bin that speeds around at some huge rpm did come detached, scary!). It is 8 months old and Whirlpool scheduled an appt about 6 days out with A&E. They were supposed to arrive between 1-5 yesterday. They called at 4PM saying they would be there between 4:30-5. 5:30 still not here, I called them, they said the tech would call me back. 6:30 no call back. I called Whirlpool who patched me back thru to them, where someone answered but did not speak, I only had background noise. I called Whirlpool back, they got someone who said their computers were down all day and they could not contact me. Hm, how did they call me at 4PM and acknowledge my service call at 5:30 if there computers were down all day? Nothing like being lied to to really get me mad...
Anyway, I asked Whirlpool for a different company since A&E obviously is not reliable, they next appt. they could get me was next week, which would mean my washer was out of order for two weeks. Now for Patrick, I would like to ask, do you own two weeks of clothes? if not, do you have time to take you and your families wash to the laundry mat and pay to have it washed while sitting in there rather then spending time with friends and family? When you just spend 1100$ on an appliance, is it not reasonable to expect it to be repaired within a week to 10 days? It will be 10 days before anyone even looks at mine, and lord knows how much longer to actually fix it, assuming it is fixable since its in pieces. And do you think Whirlpool or A&E will reimburse me for my time off from work for the no show appt and external cleaning costs? LOL, I can barely get them to admit there is a problem, Whirlpool says they cannot control the external vendors, but hey, from the posts above, they have to realize at this point that A&E is a serious problem and it's causing them to lose customers, so why don't they do something about it?