A&E Factory Service

I have a warranty service (Cross Country) that sent A&E out to repair my refrigerator. Previous service calls the repairs were handled by GE Service (Cross Country no longer uses GE I was informed). The failure was due to a compressor. The service tech told me that there are no replacement compressors in Houston area and it has to be ordered. I tried to contact A&E through customer service — it was in Bogota Columbia !!! Try getting help from them. I did find the local Houston office through Unilocal — thank you Unilocal — so here is the status.
To day is Wednesday:
1 – 2 days to process the order for pickup by UPS ground.
2 – 5 business days for UPS Ground (part to be shipped to me)
That means the part will arrive sometime week — Tuesday to Friday
Next then will have to schedule the service tech to come back out and install.
If they can make it happen quicker, I will revisit my review.

AWFUL! Don’t even deserve one star! We have now had a «technician» at our home on 5 separate occasions, and our washer is still not fixed. We’ve had 3 different employees. The first one came and inspected the washer to find what parts were needed, he missed the next appointment and rescheduled for 2 weeks later, came, then ordered the wrong parts which he still installed on his now third visit. He then told me he did a cycle and it was working so he left. I later found it was not spinning and actually in worse shape than the original. I called countless times to try and send him out again but «he was done for the day.» We rescheduled yet again for 3 weeks out. A tech came and discovered the actual problem so he ordered 2 parts that were needed, and warned me that the tech coming next may be Mike, apparently he likes to take shortcuts. 2 weeks later, Mike comes and installs the parts and instructed, unfortunately I was not there to babysit him. He actually installed ONE part, and left without installing the other. Not only that, HE TOOK THE OTHER PART WITH HIM! After being on hold for over an hour and back and forth between managers and supervisors, I was told «he was done for the day» (mind you, this is less than an hour after he left) so, the problem is still unsolved and have to reschedule yet again! Unbelievable! They should be fired and this company should be SUED for stealing, lying, and wasting my time!

Not good. Poor processes in place. I have wasted countless hours of my time just calling these idiots trying to get a status of a dishwasher repair with no luck. Don’t waste your time here.

I don’t understand how this company even exist. I waited for a schedule appointment which was in-​between 8am-​12pm no one showed up. I call the customer service department and was told that the tech was running late and he will be out at 1pm. I received a call back at 1:20pm stating that the tech came by and no one was home. What? I stated that I was home and I have two trucks park out front along with 4 security cameras monitoring my house as proof no one show up. Now it’s 2pm and no call back if someone was coming out. Call back and ask to speak with a manager same run around no tech. When purchasing another warranty for a appliance I will ask who will service it and if the say A&E Factory THEY JUST LOST A SELL. WARRANT TECH YOU JUST BEEN SERVE NOTICE.

Horrible customer service. Contacted wrong phone number twice on scheduled appointment, then just left. If you bought at best buy and have an issue, call pacific sales and tell them you want someone besides a&e to do repair work. Same with extended warranty. Warrantech does it for best buy and uses a&e a lot.

Worse company ever. They do not keep scheduled appointments, have a lousy customer service team and an even worse repair team. You are better off getting a working relationship with a repairman.

DO NOT USE. I was forced to use them through LG service (which also sucks). Have to take the day off from work and not have the technician show up. This company should lose their corporate contracts and be out of business TODAY. If they actually do show up to their service consider yourself lucky (and never use them again).

We have never used this company before but this time it was thru Sears Home Repairs since I guess they outsource their repair jobs. The technician showed up in the time frame window but said a couple of inappropriate or odd things and then when I was walking him to our front door, he was behind me, he put his hand on my shoulder and then on my waist!!! I got him out the door and then called Sears. They apologized and said they would make sure he was not on the next call to put the part in the tv. Well, the following week guess who was standing at my door!!! It was VERY UPSETTING! It is all handled but I’m very disappointed in Sears and A&E. The repairman also didn’t stand back from the door and identify himself, he was looking in my window after he rang the doorbell for the first time! Now he has my phone number and knows where I live since he came for the 1^st repair. Lets just say I’m not feeling very safe right now.

DO NOT USE THIS COMPANY! Over 1 year ago I called the company to request service for our washing machine. The repair man arrived and assessed the problem however didn’t have the part needed. He said he would be back within the hour to repair. After over 6 hours and many calls to the repair man he hadn’t been back. We ended up finding cheaper parts so my husband called the company and declined the service and said we would pay for the drivers assessment. However, later in the early evening the repair man returned to our home requesting payment although my husband had organized the company to send an invoice. I told this to the repair man and became aggressive demanding payment. I was home alone with my daughter and was extremely uncomfortable thankfully the conversation was through our gate. I told him that I had already spoken to his manager and he continued to demand payment so I went inside and called my husband. My husband was extremely angry and called the company again to complain. As a good will they dismissed the charges. Now, almost 1 year later after no further contact from A&E a collection service called and said they are demanding payment for service on our washing machine!!! I called A&E and asked to speak to a manager and they refused to give me anyone to speak to saying I owed the money! I am so confused by this practice and to say I am angry is an UNDERSTATEMENT. I hope that someone from A&E will see this and quickly resolve this matter! I am so incredibly angry right now. I thought this was taken care of a year ago!

I really wish I could give this company ZERO stars! Our dryer broke on Saturday November15, 2014 and we called to schedule service and was told that we were on the schedule for Wednesday. When no technician showed up on Wednesday, we called asked when we could expect a repairman. At that time we were told, that we were on the schedule for the following Wednesday. Strike 1! We had to reschedule for another day because we were going out of town the following week. We finally got a technician out to make the repair and he «couldn’t find anything wrong with it» and it worked for 2 hours after he left then stopped working AGAIN! Strike 2! Called back and scheduled another repair and they said Wednesday again but this time the rep stated that I would be called TOMORROW! No one showed up again today so I called again to find out where tech was. We are on the schedule for next Wednesday again!!! STRIKE 3!!! HORRIBLE CUSTOMER SERVICE!!!

I have to «ditto» all the negative reviews read. It’s amazing these guys stay in business. No accountability and no idea what «Customer Service» is.

These guys are utterly incompetent and rude. The repair was arranged by my warranty agency. A technician showed up. He managed to get the appliance (a wall oven) repaired. However, he did not install the unit back correctly and created a huge mess. You could see a huge gap between the unit and the wall, and there were a lot of scratches inside the oven. When I called them to complain, the guy who answered the phone was very rude. He insisted that I had to arrange with my warranty for another separate order to fix the mess they created at the first place. Stay away from these guys as much as you can.

Run! Run away! The worst!!! If they ever show up, it will be a complete miracle!!!

A&E was scheduled for service through Home Depot Extended warranty to service my Maytag refrigerator. Technician claimed the repair was complete the firts time, but the refrigerator never worked. After being bounced back and forth between A&E and the warranty servicing company, I had to wait 4 days for the same tech to return. Once again, he claimed the repair was complete and the refrigerator was working. It was not. Multiple phone calls later after bringing Home Depot into the loop, a third appointment was scheduled for Saturday morning. I received an automated message from A&E stating the tech was enroute. No one showed up. Five phone calls to A&E provided five different stories — tech on the way, no service scheduled, I’ll call you back with more information, call dropped twice, and finally a local service manager will call you, but the next appointment is not available until five days from now. I don’t expect I will actually hear from this supervisor, and I will have to wait until Monday to follow up with the Home Depot customer service agent. This is by far the worst service I have ever seen. Home Depot should drop Assurant (the third party warranty company) as well as A&E. I have been without a refrigerator for two weeks, and now it looks like it will be three weeks. A&E has been rude, unprofessional, and unaccountable.