A&E Factory Service

I had another opportunity to hire A&E Factory Service for a very minor repair job on my Hotpoint no-​frills electric dryer. The dryer was under warranty so it was a no-​charge, so this was appreciated too. My repairperson was Octavio, a very professional guy who got the job done in a very short time.

I am very disappointed with their scheduling and service.
I have an 8yo GE Monogram refrigerator that quit cooling on June 6 2015. I first called a local appliance repair company who tried to fix it, but informed me it was a major problem and had to be factory serviced.
I called GE on ⁶⁄₁₅ to schedule an appt. At first they said the soonest date was ⁶⁄₂₆. 11 days! jeez. I called A & E and they were able to move it to ⁶⁄₂₃. On that visit all he did was confirm what my local guy said. I received the part the very next day. but now I have to wait a full TWO MORE WEEKS to have it installed!
If it was a dishwasher, or cooktop, oven, washer or dryer. I would be more patient. they are much easier to live with out. but to go without a fridge for over a month because they have too few technicians is very poor service.

We just bought a house and the oven stopped working. Fortunately we have home warranty. So I called them and reported the problem. A&E Factory Service showed up to service the unit from Sears. It turned out to be a bad board, which the Service tech, Jeff, ordered from his tablet right in my kitchen. By the way, this was about 10 days before Thanksgiving.
The board arrived and Jeff showed up a few days later to install it (Monday before Thanksgiving). Turns out there are two boards in my oven and it was the second that was bad. I don’t blame Jeff for this, as the drawing shows it as one board, when in actuality it is two, really bad documentation.
Bad news, no boards at the Sears depot. Although there was one in MO. I said I’d pay the Fed-​ex over night so I could still have Thanksgiving. Unfortunately, Sears can’t do customer service correctly and said this was impossible. I’m betting if the president of Sears asked the guys in support to ship the board over night it would happen, but not for an actual customer. So Sears was of no help to poor Jeff. I wonder why Sears is slowing going out of business…
Jeff, on the other hand, had A&E call around until they found the part locally through another supplier. Then A&E sent a courier up to pick it up and get it to Jeff. Jeff then drove out to our house (way out in the country) showing up at 6:30, after his shift was done, and installed the board.
I’d use these guys in a second if I have another problem. They seemed to get around every issue that Sears through at them. They really wanted that oven working for Thanksgiving and it does.

We have used A & E now for a couple of years. I have always been satisfied for the most part until today. I had a repair tech come out a month ago, and he was running past the scheduled time that day. He needed to order parts. So he ordered the parts and we made an appt for today as I was going to be out of town and the July 4^th holiday just happened. I rec’d the automated call yesterday to remind me of the appt. It was scheduled for today between 8 – 12 noon. I called them at 9:30 to find out if there was an estimated time of arrival. I was told the technician was running late and he couldn’t be here until between 1:30 — 2:30. I said that was unacceptable. I asked to speak to a supervisor and was told to call back in 15 min. I did so and had to repeat the whole story again. Spoke to the Supervisor and I became irate. I was told that the 3 appts scheduled before mine had all made their appt before I had made mine. Which I find incredibly hard to believe. So after I used a swear word I decided it was time to have my husband call them, which I never do. He called them and got no further than I did. So we are out the $, have the parts and hopefully my husband can repair the fridge.

If I could, I would give today’s service a zero! We arranged service via a Home Depot protection plan for washer purchased less than 1 year ago. Several weeks ago it started showing an unbalanced load with every wash –large, small, any arrangement. The serviceman named Taj arrived at 455. The window for arrival was 1 – 5. As I pulled into the driveway behind him (my husband was already home), he says, «I called but no one answered». I look at my phone-​call came in 5 min before, likely while I was driving and he was parking. He proceeds into the house — booties in hand and not on his feet, over our carpet. Then he takes about 2 minutes (maybe a slight exaggeration on time but not much) to evaluate the washer. Makes a phone call, runs the empty washer for about 5 min, and then heads back out to the truck. He then called my mobile and asked if I can move my car. I say, «don’t you have a paper for me to sign?» He says I should load the washer better and «instructing the customer is not covered by warranty». I have been washing since I was 12 or younger. Pretty certain I don’t need any lessons from a repairman. I was so angry, I could have left my car in place. Luckily my husband didn’t hear the comments first hand and went to move it for him on his way to Home Depot to report this ridiculousness!

ZERO STARS!!! WORST possible customer service I have EVER received!!! BEWARE~do not EVER contact this company or you will go through a terrible time. Just check out the innumerous horrible reviews online and you will see.

I have an oven that won’t heat, so I contacted Whirlpool who set up an appointment through this company.
I received phone calls the day before service and also from the serviceman on the day of service. He called 20 minutes before he arrived and also advised me on the phone that the labor price to come to the house is $ 129.
He identified the problem right away and, when I found out the repair would be $ 272, I declined service. I still had to pay the $ 129 for the estimate which I felt was excessive. After I paid, he told me that we could buy the part cheaper than what he was charging and even told me generally how to replace it.
The serviceman was nice, helpful, and friendly — just wish I hadn’t paid almost half of the total price on the estimate alone.

This place has really gone downhill. I have had to use them many times over the years due to my appliance curse. I can’t talk about it, but I’m sure you get the picture. I have had the A & E guys here so much that I have favorite technicians that I request (Duncan and Ray). Unfortunately, that will not retain me as a customer.
I had a period where I was repair free and then the curse started again. First I called to set my appointment. The representative taking my call was not a native English speaker, so they had a hard time understanding what I was saying and repeating it back to me. After I hung up I was confident that it was just a fluke.
Then I got a confirmation call telling me that they were coming on the wrong day! I called back, went through the same communication issues as before and thought it was fixed.
When repair day arrived, I patiently waited during my time of 1pm — 5pm. As it got close to 4pm, I called to see if there was an estimated arrival time. I was told that they would page the repair guy and he would call. I did not received a call. At 4:55 I called again and was told that I would get a call. Nothing. I called again and was told that he would be there «soon».
At 6pm he showed up. It was one of my favorites, Ray, and he told me that he didn’t even have me on his schedule! I told him about the schedule mistake and how I called at 4. He told me they called him and told him to add me to his schedule.
He was only at my house for about 20 minutes since it was an easy repair and he was very professional, but I just can’t take bad customer service. If I am going to take the time to sit around and wait, I expect to have someone show within the estimate window of time. Ray had no control over it, it was all due to the scheduling which seems to have some big problems.
I called and requested a partial refund for my inconvenience and after speaking to 3 people, was issued a $ 25 «courtesy check». My son called it a «stop calling us» check and I am going to stop calling them!

Boy a consistent theme with these guys. My dishwasher fried and we called a guy to come out. He replaced the circuits that were fried and said it was fixed. 2 weeks later went to run it and didn’t work and fried my dishwasher again. Called and they insisted I run it through my warranty company, I’m sure to get double paid. Asked for management and have been waiting 65 minutes to talk to mgmt. Finally giving in as it is late. I think they just tell you are going to get a supervisor and dump you into a black hole. RUN LIKE HIGH HECK FROM THIS PLACE.

Have spent over an hour on phone trying to remake appointment that they lost in their computer system. Will not forward me to a manager. Their «Escalation» department is not answering. guess other customers annoyed too. Avoid at all costs.

I was surprised at all the previous negative reviews about A & E. I called Whirlpool on Monday and they said a technician would be coming out the following day (today). I was having some freezing issues with my brand new side by side Whirlpool refrigerator that I purchased about 6 weeks ago. Sure enough, at 8:30 am this morning, I received a call from the technician (Tech # 805 101, think his name was Tariq) and he was at my home less than an hour later. He diagnosed the problem as a faulty part and fixed it with a new part from his truck. Since it’s under warranty, there was no charge to me. The service I received was great and he explained everything to me thoroughly. The freezing problem is no longer an issue and I am completely satisfied with A & E.

NO STARS! **Had to give a star or it wouldn’t save**BIG WARNING! I wish I would have read the reviews before giving Sears my money for an «appliance service agreement». My LG washer (which I will be giving a bad review for also) broke conveniently after the warranty was up. I’m guessing because it’s all computer driven it had something to do with that. Anyway, after paying for a service agreement the tech came out (at the last possible time quoted) said it needed a part and ordered it. Rearranged my schedule again for them to waste my day waiting for them to come out. Two showed up. One said he was there for a software upgrade. There should have been bells ringing in my ear saying don’t let him do it — but I had a two year old distracting me so I wasn’t really on top of my game. Since I waited another 2 weeks for the part to come in I obviously had a ton of laundry to do. The next day the washer was washing but when I came to check on it 2 hours later, it was still running with a «uE» flashing. I used every setting to try and drain the water but got the same symbol. Long story short. Called Sears several times trying to get someone to come back out. Scheduled an appt. Tech never showed. Sched again. Same thing. They said they would call my cell 1 hour before. Never got a call, never got a tech. Called the Sears store to find out where the office was so I could go there and find out what the deal was. The store said they aren’t affiliated with this company other than name. There is no location here in Rockford and they come out of the Chicago suburbs somewhere. So here I am, waiting like a dumby for a tech to show up — which I know won’t. I guess lesson learned. No more «ext warranties» or «service agreements»! Once they have your money they never show because they know there is nothing you can do about it.

Repairman came out 1.5month ago because oven was not heating. He re-​connected a loose wire in my oven. I paid $ 129 svc fee. He suggested repair of a squeaky hinge and cracked glass for both upper & lower ovens $ 500. I declined — glass has been cracked for 8 yrs without any problems. He was very professional and pleasant.
Oven is not heating again. Repairman came out and said since previous repairman laid out suggested repairs and I declined, they cannot fix my oven. I informed him that the only repairs suggested by the previous technician was to fix the cracked glass and squeaky hinge. Victor was rude, didn’t listen, contradictory. He insisted previous repairman suggested heating repairs. When I showed him the written suggested repairs, he saw the heating repairs were not included but still demanded I repair the glass and hinge or they could not repair the heating problem. Estimated to be over $ 700! I declined and Victor left. DO NOT USE A&E unless you are prepared to fork out lots of $$.

Reading the other reviews I’m relieved that its not just me that is getting the run around from these people. This is honestly the worst company that I have dealt with in a long time.
I bought a Whirlpool refrigerator from grants about 2 years ago. I bought the extended warranty, so its covered for 4 years. My refrigerator stopped working the day after Christmas (as in not working AT ALL and having to be unplugged).
The tech came out on Thursday. Said he couldn’t fix it and needed to order parts. He scheduled me for Thursday of the next week. (One week without a fridge with Christmas and New Years’ food spoiling.)
I got a call from an automated machine on New Year’s Day saying that my appointment needed to be rescheduled and to please call their 800 #. I called back immediately and got a message that it was a holiday and the office was closed. So I waited until the next morning and called again. Sure enough, my parts didn’t show up so I was going to have to be rescheduled. I asked them when the parts were supposed to arrive. They had no idea. All they could tell me was that they were on backorder. They scheduled me for Monday so that in case the parts arrived I would have an appointment set up already.
The parts showed up at my house on Friday. Saturday I saw I missed a call from their 800 #. They didn’t leave a message, but I decided to call back anyway. Apparently they were going to reschedule me again because they didn’t know that I had received the parts. I informed them that I had the parts and they said that a tech would be out between 1 – 5 on Monday.
I got a call on Monday reminding me that the tech was coming. At 12:40 I was at my house waiting. A & E called me again at 3:30 and said the tech was on his way and would be there in 20 minutes. I also noticed that I had missed a call from a 708 # but no message was left. At 4:00 I called A & E to see where the tech was. The operator said the tech was in route, just stuck in traffic. I called back the 708 # I missed (hoping that was the tech) and left a voicemail. 4:25 I called A & E again. The operator said that I should check my door for a note because I may have missed the tech. My front door had been open the entire time and I had been waiting, so I was sure there was NO WAY I missed the tech. I humored her and looked outside for a note. There was no note anywhere. She said she would contact dispatch and there was no reason to worry because the tech was on his way. 4:45 (1 hour and 15 minutes after the call that they were on the way) I called again. Same story. This time I was put on hold for 6 minutes while they contacted dispatch and tracked the truck. According to her the truck was en route to my house. 5:05 (now past my 1 – 5 window) I called again. This time I got a snotty operator. I explained that I had been called 90 minutes ago and the tech still hasn’t arrived. She said that the tech was coming. I explained that it was after my designated window and I was upset because he still wasn’t there. She didn’t care. 5:30 I called again. They didn’t know what was going on, but said the tech should arrive soon. 5:50 I called again and the operator informed me that the tech said he called me twice and went to my house and no one was home. A COMPLETE LIE!!! I was home for EVERY MINUTE of my time window! I didn’t even run a vacuum or take a shower during that time to be sure I didn’t miss the doorbell. I started sobbing on the phone. This was ridiculous! How could they make up lies like this?! The operator was sympathetic and told me that there would be no one coming that day. The next earliest appointment they had was Wednesday morning. I had to take off work again for something that should have never occurred. I am beyond frustrated with this company.
Wednesday the tech came. Lo and behold, the first tech didn’t order the correct parts to fix my unit. I wish I could say I was surprised. It turned out that I needed an entire compressor for my unit. Since this is a very big and expensive part both the tech and I were shocked that he happened to have the part on his truck! It took him about 2 ½ hours to do the job, but he got it up and running! 10 hours later I had ice in the ice machine! All was looking good. I even went to the store and bought a gallon of milk to put on the refrigerator. Checked the temp in the freezer before I went to bed. It was down to 20 degrees.
When I woke up the next morning I noticed that I didn’t hear the refrigerator making any noise. I assumed it was because it had gotten up to temperature. Wrong. The freezer was up to 42 degrees. I called the warranty company and they explained that A & E has a 90 day guarantee on their work and I would need to call them. Awesome. At this point I know their phone number by heart. So I called and the earliest they could have someone come out is Monday. Really?!

$ 75 fee to come to the house. We were given a 1 – 5:00 window for the repairman’s arrival & he arrived about 1:20. Henry was friendly & informative. He was quick to diagnose the problem with our Maytag refrigator. Unfortunately, it was the air compressor which would have cost over $ 700 (parts & labor) to repair. We were given a statement for the estimate to fix the refrigerator. The $ 75 fee was paid via credit card & we were given a receipt/​statement for that too. I would definetely use A & E again after the professionalism shown by Henry.

A&E Factory Service came to fix my washing machine.
The repair man showed up on time (though, at the end of the time range they gave me). He knew what he was doing; the problem was identified in 5 minutes. He had a replacement part in his truck, so he was done in less than an hour.
Communication was good. I received a phone call both a couple of days before the appointment and on the morning of the appointment confirming the schedule.
I though A&E Factory Service was great.

Had a long-​standing issue with my Samsung Range (only 3 years old, that needed a replacement control panel) and finally got them to provide service. Samsung scheduled A & E to come to my home, but neither A & E or Samsung bothered to tell me. The repairman showed up at the door, then left a «Sorry we missed you» note. After spending more than an hour on the phone, we got a real scheduled appointment. The service person then showed up on time and was very nice. However, after looking at our stove, he decided he could do NOTHING to help! He left without charging us, but that was the only «official» Samsung service center in four states.
So, to sum up, the service guy was nice and ethical for not charging us when he did not do anything. But, he didn’t do anything! The people manning A & E’s phones were brusque at best, inefficient and less than helpful. I will make sure I never use A & E again as well as refusing to buy any Samsung product (please check customer review sites before buying anything from Samsung! You’ll save yourself some headaches!)

I should have checked here on Unilocal before agreeing to go with A&E (a division of Sears). Planned a work-​from-​home session on a Monday and scheduled a 8am-​Noon appointment with them through Whirlpool for my fridge. They show up at 1:30. They didn’t have the part they needed and had to come back out. I tentatively scheduled them to come back out in a week’s time (next Monday) because the repairman was in a hurry to leave (probably for another appointment). Otherwise if given a few minutes I could have made arrangements for somebody to be there to let them in. The repairman stated that if I could find somebody, I could call him and he’d change the appointment. When I found my brother to let them in, I called the repairman and he said he’d change the appointment to Friday. Friday shows up, and nobody shows up. I call the A&E call center and talk to a completely unsympathetic CSR who refuses to give me the Sears location A&E is based out of. With some investigation, I get ahold of that Sears and talk to another CSR who cannot grasp the situation I’ve described. I lodged a complaint with Whirlpool but I don’t expect any satisfaction. A&E sucks.

This Company is a Rip off be careful! I paid full amount to get my washer repaired. They don’t show up for the the scheduled appointment. I gave them a second chance and guess what happened, they didn’t show up again. They won’t even refund me my Money after I shipped the part back to them. This company is owned by Sears and Whirlpool. I should have done a better research before calling them. Do the search yourself and see how many disappointed and angry people wrote reviews about this company. I am surprised that this company is still in business. I do think a class action lawsuit is in order and SEC investigation of Sears.

We have an extended appliance warranty contract from GE/​Assurant (which I will write another review on seperately) for over 5 years. They have service contracts with local and regional subcontractors who actually perform all the warranty repair. A&E Factory Service appears to be one of the larger ones here in the Chicago-​land area.
In the past we have had some some very snotty and poor service personnel from A&E, and also some good ones. It appears that the service you will get is highly dependant on the technican assigned to your ticket.
«Joseph» is one of the best washer/​dryer technians we have seen in the last 5 years with A&E. His technician ID is 683 011 and is highly recommended!