A&E Factory Service

They came to fix my washer, the technician found the sock that got stuck in. Everything was fine when i found out that later he connected the hoses back in reverse. When i texted him that he did a mistake and should come and repair it, he told me i can do it with a pliers (which i don’t have big enough for that). I will get charged if i call them for service. Well, i call that bullshit, you don’t fix something and brake another.

I have a SAMSUNG dishwasher brand new that broke in November. I was told that the warranty was handled by a company named A & E FACTORY SERVICES. We contacted them in November and an appointment was scheduled for December 24. The technician who showed up checked the appliance for 5 minutes and decided that it is the pump that needs to be replaced. He promised to return the next week with the pump.
The following week we could not get the technician.
The first week of January we contacted the company and we spoke with a supervisor named DAVID. He scheduled an appointment for us, however, the technician never showed up. We called again and were told the technician has cancelled the appointment since he needed a helper for this job but that they will both come in a week. The week passed, and the technician showed up by himself. When I enquired why he is by himself, he said he can do the job alone. After ten minutes, he called me and said that he needs a helper and needs to re-​schedule. I called the company and spoke with the supervisor SARAH and she scheduled an appointment for a technician and helper for January 21^st. Today, January 21^st I texted the technician and he said he would be in by 4pm. When he never showed up and I called the company, the representative said that the appointment has been canceled since the technician needed a helper and will have to be rescheduled for January 28^th!

WARNING!!! This service is terrible. The technician that came into my home was beyond rude. He was yelling at me in my own kitchen. Completely unprofessional and rude. They charged $ 100 and did absolutely nothing. There was an issue with the seal on my freezer and he told me he would charge me $ 200 to defrost the freezer with my hairdryer. Then the handle on the freezer was cracked and they did not have the parts to actually fix it. He told me he would have to order the part and then it would cost upwards of $ 300 for labor (plus the cost of parts). If you use these people, between how many times they charge $ 100 to walk through your door, you could buy another appliance.

WARNING!!! DO NOT WASTE YOUR TIME! This is my very first Unilocal review. I read them frequently but have never been outraged enough to actually write one. This has been, hands down, the worst customer service I’ve ever experienced. It started weeks ago when I was told it would take nearly 2 weeks for an appointment. Fine. I waited. Then the day of the appointment I stayed home all day long because they gave me an 8am– 5 pm window. Not exactly helpful or convenient, but ok. I then got a call at the end of the day saying the repair man had gone to the wrong address and they would try again the following day. Again, same window. 8 – 5. I stayed home for the SECOND day in a row and then never came. I called at 5:40, right before I had to leave for work, and they told me the technician was on the way. I obviously couldn’t wait and miss work. At this point I became enraged. I demanded a technician come first thing in the morning, seeing how much I was already greatly inconvenienced, and the ‘manager’ told me he had no intention of sending anyone the following day. That no one was available and we would have to wait until a technician became available. This man refused to give me his name, or the name of any managers. Basically, «sorry about your luck. Can’t help you.» Just the WORST I’ve ever dealt with. Please stay clear of these incompetent, rude, inept human beings!

WARNING!!! The absolute worst service plan ever!!! After 2 months, I’m still waiting for a working washing machine. This ridiculous company claims that they provide a service but all they do is order parts, customer needs to wait many weeks for backordered parts, wait many more weeks for a next available appointment so a technician can install the parts. I’m still waiting two months!!! This pathetic company has spent triple the amount of money for all the parts rather than providing the customer for a new washing machine because they clearly can’t fix the one that’s only 2 years old. When I call the customer service number, I’m either waiting on hold forever, spoken to condescendingly, or they just hang up. Unbelievable! I will be contacting my lawyer!!! I’ve had it!

It’s too bad you can’ t give a negative rating. This company lies right to your face, the worst customer service I have ever dealt with. The people are rude and don’t know how to work their systems. Took 3 weeks to get my appointment. Took the day off and no one showed up. Only response I got from a and e was in the next 24 hrs we will to reschedule. They are a joke and the owner of this company should be ashamed of how badly it is run. NEVER BUY THEIR SERVICES YOU WILL REGRET IT!!! # a&e factory service is awful!

There are the worst of the worst!!! The first time I called to set u an appointment, the company they use is no longer in service…3 days wasted! Then they set me up again for two days later and at 5:30 the tech. calls me to tell me he can’t make it! Then on top of that they can’t service me till Tuesday, that would mean I’d be without a refrigerator for 8 days!!! My refrigerator is only 4 years old and it stopped running, and I believe it’s the compressed. And if I’m right it’s covered under the warranty other wise I would have called someone else! NEVER AGAIN!!!

The worst service I ever experienced. Recommended by Maytag which will make me think twice before buying another Maytag. They charged me $ 130 to troubleshoot my dryer. The tech came out and said it was the blower belt. Instead of changing it he put the old belt back on. Later that day it wasn’t working again. I set another appointment and specifically told them I needed a new blower belt. The next tech came out and agreed it needed a new belt and didn’t understand why the tech before didn’t change the belt. Only problem in spite of my instructions this tech didn’t have the belt. He appoligies and said he would have the belt sent UPS at no charge. Once it arrived he said I could set a THIRD appointment to have it installed. I said I would install it myself since it was a relatively simple procedure. Within a week I received the belt, only problem is they sent me the wrong one. They sent the drum belt. I call back and was told the correct belt would be sent out. In the meantime I found a place to buy the belt and installed it myself. It cost me $ 60. These bastards then billed me for the belt. I told them to get screwed. There is absolutely no customer service with thee people and Maytag didn’t give a crap either. I suggest try a local independant repair person.

DO NOT USE THIS COMPANY!!! If I could give Zero stars for customer service and quality control I would!!! We had them in to repair our Samsung washing machine (also crappy customer service and quality control). The machine wouldn’t spin and drain so door wouldn’t unlock. This was in September of 2014. The machine was only 6 years old. The service tech said the pump was clogged he cleared it, charged us $ 167.00. There was a 3 month warranty. Shockingly 4 months later it happened again! The pump wasn’t clogged, but tech said the pump should have been changed the 1^st time. This time he had to be replaced for $ 279.00. Fast forward 4 month the pump blows again, no longer under warrantee, «SHOCKER»! Make a new service call, they can’t come for a week. They gave a window between 1 – 5:00. Tech calls at 4:45, he’s still on another call and won’t make. We explained the problem, and another «shocker» he knew it was the pump and said to call A&E and tell them to order a new pump and make a new install appointment. We called, they wouldn’t order the pump until the tech paid a service call, which won’t be for another week, then order the pump, then need to wait another week for the pump to be installed for another $ 279.00– 10% for being a repeat customer!!! What a freakin joke!

Okay, wow. In 2013 I had to use them and wrote a horrible review and was so angry with them and I still remember how badly I was treated as a customer… Then my washer broke again, and my building again schedule repair through A&E… you’d never know it was the same company. They auto called my phone to confirm the appointment, they gave me a specific window, they arrived ON TIME, the guy was beyond professional and great… I really don’t even believe it was the same company given the extreme differences… so maybe they have new ownership. In any event, I’ve balanced it out to 3 stars, 1 star for my 1^st experience and 5 for my second.

if there would be a choice for negative stars it would be more helpful. A&E is the WORST repair service ever. techs are clueless, one was downright ride and lied about problem and making appointment.
5 visits for one wall oven– only used 3 – 4 times and still no further along in repair.
how this business is allowed to operate is far beyond my comprehension. mega waste of time.

WORST. The 8am-​5pm window is ridiculous. The «one technician per area» policy means you can’t get anyone for a week. Their service representatives are either rude or incompetent and give you totally incorrect information (for example, my THIRD appointment was supposedly scheduled for «morning,» since they knew I had to leave by noon, but it turns out all that was was a request, and there was no guarantee whatsoever, even though the representative OFFERED me morning or afternoon himself). Their whole attitude is, well, sorry, too bad, we can’t really do anything. And my dishwasher still doesn’t work after three weeks and two actual visits. I despise this company.

STINK!!! careful who you buy appliances from as well. They have many contracts with manufacturers for warranty service calls. Takes WEEKS for appt and then come don’t even look at unit and order parts only to wait for few more weeks! and my last service call after 4 weeks collectively they cancelled night before!!! I can’t say enough about how BAD they are… technicians appear less than knowledgeable as well. Finally giving up and going to try to fix myself… Shame on you A&E… hope karma catches up to you bastards soon!

Worst Customer Service Ever! I called in to schedule a service appointment (referred by my building), and some person with heavy accent with major attitude picked up the call. How can someone who cannot speak the language properly, give attitude that cannot even be understood clearly?
Avoid this company, and please look into other options.

Zero Stars. As everyone else has said. This company sucks ass. They can’t keep appointments. They’ll tell you between 8am — 12pm and then arrive at 5:30pm! Held us hostage at home all day waiting around, more then a few times. They neglected to fix a leaky NEW dishwasher even after five visits. Continued to make excuses why the thing was leaking including «your not loading the machine correctly» «your using the wrong soap» and others. Numerous phone calls to get e-​mail copies of these service visits ended with nothing. Eventually gave up and contacted GE directly and was glad we did. Issue now seems resolved. Avoid using A&E if you can. It must stand for Annoy & Excuses.

After I filed a complaint with the BBB, Sears, which is the parent company of A&E Factory Service, refunded the money I paid, minus the cost of the part.
They also apologized for the «misunderstanding», which after all the BS I had to go through, I told them to «shove it»!

Maytag washer wouldn’t spin. Waited 5 days for repairman who came on time.

I called Maytag service to repair my refrigerator that had water pipe’s leaking and broken ice maker.
Maytag is managed by Sears, and they send me A&E to repair my water leaking.
In my first visit, the technician open the water pipe and said that if the ice maker wasn’t working and leaking it was because the water pipe was closed (??).
And then he left with a check of 80 dollars.
Second visit, my fridge was still leaking so I call the service. They send me again this incompetent technician WHO CAME WITH 7 HOURS LATE and he tried to fix it. However, after he left it was still leaking…
I’m so frustrated by their service. I will contact someone in the Angie’s list instead…
Never use their service. It might be better that you fix it yourself…

My experience with A&E Factory Service was the worst! My gas range is under insurance, so any repair or maintenance should be covered. Wrong! Though the technician came as per appointment in our apt in Manhattan to replace the 2 bulbs that were out, the technician did not inform us that we are paying for the parts and labor. Not only that, we had to call again and set another appointment because the job was done halfway, only one bulb was replaced. There are two bulbs! Lesson learned, ask first before they do any job if parts and labor are covered under the insurance or not. The tech should tell the customer first of the situation/​assessment and cost entailed for customer’s approval before doing any job not after the job is done. Bad practice.
After exhausting telephone calls and 45min on hold, and talking to 4 different people… and I had to call again on a different phone while on hold on the other… to find myself re-​telling the entire situation all over again. I was then forwarded to another person who ended up negotiating to give me a discount of 50% on labor. I agreed and paying half of the bill. Out of principle, I should not be paying a cent.

Never use this company. The people are the WORST… I’ve never been so disgusted by a business dealing in my life. I wasted so much time dealing with their organizational BS, I figured it was worth 20 more minutes to give them this review.
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Nov 5: INITIAL CALL
I called KitchenAid for a referral on my broken dishwasher, and they recommended A&E (little did I know that Whirlpool owns KitchenAid and half owns A&E with Sears), so I scheduled their first available appointment on Nov 15.
Nov 15: FIRST ATTEMPT
The technician showed up within the 4 hour window, and replaced the fuse for a cost of $ 170. He could barely speak english, but whatever… I assumed it was fixed. But the dishwasher stopped working five minutes after he left. I called back immediately, and they said the next available appointment was November 21, 6 days later. I protested to three people, but every single minion and supervisor at their national call center said that 6 days on a recall was the best they could do. I asked for a call back from the «tech manager» and was told that he was the person that held all the cards, but throughout this process he refused to make contact with me.
Nov 21: NO-​SHOW #1
I got a call at 3:00 informing me that the technician will not be showing up. I reschedule for Nov 26, now 11 days after they first came and ineptly tried to fix my dishwasher. I complained, but the customer service people are completely and utterly powerless (it’s actually sad how little they matter) and I was forced to sit and wait.
Nov 26: NO-​SHOW #2
1pm-​5pm window — the technician didn’t show by 4:30, so I called to confirm. I am reassured he is on his way. «Unless his truck breaks down, he’ll show up» says the useless guy in the San Antonio call center. By 7pm, after spending 2.5 hours on the phone with the useless call center staff, I was told that «the technician said he showed up and you weren’t home» which was complete BS as I was home the entire time and took the day off to be there. The tech was lying. I called back to complain, and they said the first available was Dec 3, 7 days later… A full 18 days after the initial repair attempt.
Dec 3: SECOND ATTEMPT
Guy shows up, tinkers for 15 mins, and replaces the fuse. Again. I tell him that it didn’t fix the problem last time, and he says in broken english «Don’t know this model. I doing this 10 years, and not work on this much.» He tinkers for 10 more mins and leaves. Dishwasher is nonfunctional within 10 minutes of him leaving. I call back, demanding a refund in full.
Dec 4: THE END?
Someone from the NY office (FINALLY) calls me (this is the first time these people have bothered to discuss this with me) to refund me in full. We’ll see if it happens.
TL, dr: Useless customer service that can’t actually solve anything, uncommunicative and inexperienced techs that can’t fix anything, and management that apparently couldn’t care any less about getting the job done. Nobody in that organization is accountable to the customer.