A&E Factory Service – Miami

Diagnosed a problem with my dishwasher, which was leaking. Ordered parts, installed parts. Original tech was polite and behaved professionally. I paid for the parts and the service to fix the dishwasher. The installation of the parts did not fix the problem with the dishwasher. I scheduled a followup visit. The technician did not show up for the followup visit during the time window of 1:00-5:00. I called the company at 5:30. They said the tech was en route and should be calling soon. I called again at 6:45. Again, they said the tech was en route and that they had contacted the tech who should be calling me immediately. At 7:15 p.m., I called again. Their phone service then told me that the tech had called in sick and could not service my dishwasher. The best they could do was reschedule me 8 days later in another window of 1:00 - 5:00. Update: After rescheduling service in the 1-5 window (and they agreed that they would do their best to get me in the earlier part of that time slot), I called on the day of service at 12:30 to determine when I was scheduled on their route and was told that it would be between 4 and 6 (already outside the 1-5 window!). I asked to speak to a Supervisor. The Supervisor told me that the tech was in charge of his/her schedule and that it was doubtful that anything could be done at this point. They said they could call the tech but the tech might be on a call, or driving, or at lunch, and they couldn't give me a time frame for when the tech would be able to get back with them or me. I asked for a half hour's notice. When I had not received a call by 4:00. I called back and was told that the tech was running late and it would be closer to 7:00 when he would arrive at my house. We had an important appointment for my son that began at 6:30, so I told them that the 7:00 time slot was not acceptable and was told there was nothing they could do about it. I asked, given the history of my account, if they could find a way to schedule an appointment for me first thing the following morning. They said that their schedule would not accommodate that. I expressed my frustration. They said they would "escalate my issue" but I never heard anything else from the company.

Robert called just before the block of time specified and was at our home shortly thereafter. He explained who he worked for, a national service provider although Robert is based in Bremerton. He asked what the problem was, examined the dryer, called a GE hotline for more specific info re the auto drying controls and then diagnosed the problem. It turned out to be a "board" that needs to be replaced. However he explained that we can continue to use the timed drying feature for the forseeable future without fixing the auto drying. He gave me a written estimate for replacing the board (about $160) which I decided not to do. His charge, which Sears advised me of when I scheduled the service call, was $118 with tax for this work. While I consider this "flat" charge to be high, the work was done professionally and Robert was helpful, pleasant and even gave me some instruction re maintaining the washer that is part of the pair we bought. I would definitely use this service again providing Robert was the tech.

A&E was recommended by Whirlpool customer service. A&E is part of a joint venture held by Whirlpool and Sears Holdings. Sears provided the parts to A&E to attempt the latest repair. The service techs provided by A&E appear to be independent contractors who don't really know how to fix the problem but are fast to offer additional overpriced parts and service. After the technician completed his latest attempt and left our premises, my wife noticed that the door to the freezer was miss-aligned and the freezer drawers were not functioning properly. Later in the evening the freezer was icing up again as further evidence of A&E lack of ability to remedy the problem. Compounding the problem was a very rude and obnoxious A&E tech service rep who I have reported to A&E customer service but I don't expect that effort was worthwhile. Obviously, we are very unsatisfied with Whirlpool, Sears and A&E and we have no intention of ever purchasing additional goods or services from them in the future nor will we ever recommend them to anyone!.

Even though the range was purchased in 2009 and replaced by the business, Bray and Scarff a few months after we bought it, there is a design flaw in this Jenn-Aire model, so about every 3-6 months the right, front (specialty) burner would stop working. We had no success with the service department from where we bought the range, so looked elsewhere. first making sure that the business worked on and knew about Jenn-Aire, but the other appliances we bought as well (Bosch washer and dryer since the washer was not cooperating all of the time either). a&e did acknowledge the original warranty, but we still bought a warranty service agreement through a&e since we knew that the range would continue to break down (and it has). The cost of the warranty was quite reasonable and we just renewed for another 2 years. Their technicians arrive when they say they will and all seem to know what they are doing. Our main complaint, even after 4 years of them coming out to our house to do the exact same repair, is that first we must call to have the tech come here to evaluate the situation. Then he orders the part(s) to be shipped here. As soon as the part(s) arrive we call and schedule for the tech to come back out to fix the range. One time a tech tried to order extra parts, since that had been the 5th time he had been out in a little less than 2 years, but the system would not let him do this. Too bad, as it would save time and money since it is always the same problem. They also have techs who really know Bosch products (we discovered that few really did), so when our washer began to act up the tech knew what to do. Sometimes the office staff can be a wee dense (all the information is in front of them on the computer, so can we just read it?), but overall we have had no problems with a&e factory service fixing any of our appliances.

It was frustrating, because I had to work with this warranty company, and they came out 8 times, and never managed to fix it. They never knew what was going on, and they would bring someone new everytime, so it would be like starting all over again every time.

Incompetent, unprofessional, condescending. Came out to service dishwasher, stated couldn't do it because they couldn't find the model number or serial number. Left after 5 minutes. Contacted call center to figure out what was going on, and after I explained what happened, I was warned that we could continue the conversation once I got my language in check.... for saying "d***" once. She then told me, in her west african French accent, that I had been warned once, and that she was not going to warn me again. (sigh) What the h*** is wrong with people today? Anyway, I asked to speak to a supervisor, waited 20 minutes in silence, no supervisor answered the line. I called back, asked them to call the warranty company as they would clearly have the model/serial no. for them, and was told that wasn't their job to call the warranty company to get any information.

When I called for service on July 1. I gave the dispatcher all my information,the date of purchase, model number,serial number and the part that needed to be replaced,the upper broiler heating element. They scheduled a service call for July 8 and charged me $192.00 on my credit card. The service person arrived on time and asked me if I had the part- I replied that I did not and asked why he didn't have the part; I was charged $76.00 for it. He said they should have sent it to me. He then ordered the part and said he would be back to install it on August 5. That was I month from then! I called and complained to tHeir customer service department and was told they would expedite the service call. I received a call on August 2 saying they weren't coming on the 5th because the part had not arrived. I complained again and reminded them that they had charged me already for the entire call ,$192.00 a month before. They called back and said they would be out on August 9. No call, no show. Appalling, especially since they do the service foe sears! My appliances cost me $16,000.00 from sears. I am never buying a thing from them again.I need a refund.

I wish there was a rating lower then F. NEVER under any circumstances use A&E factory Service. Its been 55 days since they first came to work on my washing machine, and it is still not fixed(and they required I pre pay for the repair). It remains as a pile of parts they left littered in my laundry room. They literally left my house with screws and washers strewn across the floor. They have never been on time. They have cancelled 3 of their appointment AFTER the window (8-12) or (12-5) had elapsed. They finally showed up 2 weeks ago and realized they hadn't ordered all the parts they would need to complete the repair so they left again, leaving parts strewn accross my floor. These morons may have nice vans and uniforms, but they are the most unprofessional lot I have ever seen. If you call to complain or request a refund, their phone staff will either bounce you back to main menu of their phone tree or just plain hang up on you. And if you happen to get transfered to a supervisor or "Corporate" the manager will argue with you and tell you that you must speak with a case manager who will call you in 3-10 business days. Which still will never happen. I hate this company. I don't use hate a lot, it's a strong word, but I mean it. THis is without a doubt the WORST repair company out there. STAY AWAY!!!!

When they worked on the dryer, they pulled out the dryer and also the washer next to it. They moved the hoses when doing so. He actually pulled the hose in and out of the casing. The next time I went to use the washing machine the water flooded down 3 floors because the technician torqued the hose and as a result perforated something. I called A and E who acknowledged this and set up a case with their insurance company. The insurance company asked me to provide estimates for the damage. When I left a message for the agent that I was getting the info together, I received a call that the case had been reassigned. I called the new agent 3 times and never heard back. On the fourth call,I reached him and he told me the case was closed. A and E and their insurance company Sedgewick never even sent out an adjuster. They told me to send pictures and estimates. Even prior to receiving any info they closed the case. A and E has yet to send back a technician to fix the problem.. A and E acknowledged that the tech had to move the equipment to service it and acknowledged responsibility. However, they then told Sedgewick they are not responsible and that the technician did not move the equipment. it is impossible to fix the machine which was against the wall without moving the two machines. A and E admitted that three times to me. Two managers acknowledged that they tech had to move the machines to work on them. As a result of their negligence, I had a three floor flood, wall damage, floor and carpet damage, a small electrical fire and a machine that does not work. By the way, Assurant has taken no responsibility nor action for A and E's negligence. I have thousands of dollars of damage and an electrical fire and they did nothing!! When I called A and E to discuss that Sedgewick dropped me, they said they would send the problem to an A and E supervisor. Rather than do that The agent sent me back to Sedgewick, When I called back to speak to Brenda, the agent, she hung up on me. This company is terrible and dangerous.

I used A&E once long ago for a refrigerator repair. That went very well. This time I need a dishwasher fixed. The dishwasher repairman said it was a plumbing vent problem, took the $129 and left. The plumbers came, said it was a dishwasher problem, took their $200 and left. A&E scheduled another visit. I told them I needed a technician besides the one they sent the first time. My wife took the afternoon off work to meet the technician between 1 and 5. A&E called at 3:45 to say the only person available was the same guy. They offered no apology. I'm down $330 plus an afternoon off work and my dishwasher still needs fixing. A&E needs to train their technicians and their schedulers. They were a huge disappointment.

He was rather quick with the repair. The employees were clean-cut and wore a uniform. They wore covers over their shoes. They were a bit expensive, but they were worth it.

He did a good job. We have a service contract on our Maytag washing machine and I didn't have to pay for it since it is already paid for. I thought that I had a problem and called them on Sunday night and the people who hold the contract had a guy out on Monday afternoon. I was told that it is a nationwide company and this is the second time that I have used them. The guy was personable and did what he had to do. He was smart, knowledgeable and very quick and efficient. He works from a computer. He was a good guy.

The repair man was very friendly and not feeling that he had to do the job for us. We have used him before. He understood what the problem was, we talked about it, and we were able to do the repair myself. I wouldn't have been able to do that without him.

I ended up using 2 different service technicians within A&E and had 2 vastly different experiences. The first technician came out and without doing any diagnostic work whatsoever, proceeded to order practically every part contained in the lower end of the unit. To make matters worse, he then told me he would schedule his return trip in 10 days after all the parts were given "time to come in". After another day of cold showers I decided to call Whirlpool back, they over-nighted the parts to my home (kudos to Whirlpool), and I called A&E back to reschedule. At that time I asked them to send out a different service tech as I was thoroughly disappointed with the total lack of performance of the first one. I could not have been more impressed with the second tech (Kuang). He was professional, knowledgeable, and efficient. In the process I also found out that if he had been sent out the first time, I would have had hot water in a matter of hours since he routinely stocked the parts that I needed in his service van (every tech stocks their own van). Bottom line - - - companies are composed of people. Based on my experience with the first tech I would rate the company an "F" and on the second tech an "A". The difference was that extreme.

Oliver, the A&E Factory Service repairman (scheduled by Maytag 800# service line) came, diagnosed the problem, fixed problem (had to go to a parts dealer and get the part and come back in same day) and also attended to the overall function of the lg appliance. Good job. Excellent service!

There was another company that had a contract with them and they sent A & E factory Service to do the repair. They were very nice and I don?t have any strong opinion about them.

I didn?t spend any money because it was warrantee work. Their professionalism and quality of work was excellent.

Everything was pretty good. They got here on time and finished the work.

We asked for a technician who was familiar with Jenn-Air stoves. A technician named Tom came out and told us that it looked as though someone had at one time broken the door before we ever bought it. He was very familiar with the range. He at that time ordered the parts and we were informed by phone that the parts could take at least a month to ship; however, as it was Christmastime, the company rep told us that he would try to get this moved up. I was called shortly after that to expect the parts at my home...they did arrive and a rep called us back again to scheduled another visit. A different technician came and put in three parts, all in a short time. The only complaint I had was that we had to wait around the house until the technician came-the time they were scheduled was within a 9-hour time frame, so we just had to wait until he arrived. Fortunately, the first technician came in the morning and the second in the very early afternoon. We wish they could have just said a "morning" or "afternoon" call, which would have been better. But this company does keep you well-informed as to what is going on and that's rare for repair services these days.

A & E Factory Service took a month to get here. I kept calling them and kept getting the run-around. The door hinges were defective so I was without a stove for all of this time. The customer service here was pathetic and not helpful. I won't be using them again.

It took about seven service visits before we were able to get the problem fixed. I was impressed with the service people, but they could not fix the problem. I want to emphasize how great the service people were, but it was frustrating dealing with the company's management. It was hard to get them on the phone and they never called back. It was impossible to speak with a supervisor. The job was covered under warranty, so we just had to pay for the initial visit. Overall, we had an average experience with them and the workers were always very punctual. Each time they sent a serviceman, they were always very professional and very polite. They just could not figure out what the problem was. We had not had any more problems since the job was completed, but we probably would not use this company again based on the responsiveness of the management.

All was done very professionally and in a timely manner. Very pleased with the result of the service call.

A&E was recommended by Whirlpool. The console of the oven was not working, hence the oven not working. Sporadically some numbers and letters would come up on it. The service man looked blank when confronted by the problem. We told him the screen readouts and he looked them up in a book. He then told us it seemed as tho it was a certain item, perhaps two. He replaced the first and the oven worked again. His only expertise seemed to be knowing where the screws were to dismantle the front of the oven. The service charge was $158.00

When I called to schedule service, I was given an appointment for the very next day (important for a washing machine!). The technician was late, but he did call to let me know. He performed the service, cleaned up, and had my washing machine repaired in 45 minutes. I was afraid it would take days to get it done, so I was very happy! He did try to sell me an extended warranty for the following year, but I almost expect that now. (Price was $59 diagnostic and $78 labor).

Excellent. 800 number led to skilled, courteous staff to schedule appointment. Received a recorded call the day before reminding of the appointment. The technician called on his way to confirm the appointment again. The technician was courteous, and wore paper 'baggies' on shoes when entering house. Had all the right tools. Had computer that found the parts inventory in his truck. Printed detailed service order and receipt right at his computer. Explained the work and the invoice. Waived fee for service call due to earlier service call six months ago (charged only for labor; the part was covered by warranty). Really everything you want and rarely expect in this type of service.