A & E Factory Service LLC

The only reason they get one star is b/c it would not let me leave zero stars. I have a home warranty and A&E Service was the assigned service provider. A&E scheduled an appointment for them to come out and repair my dishwasher. The service window they gave me was 9 hours (7am to 4pm). They cancelled the appointment on the day of the appointment at the end of the service window. When I called them their automated system insisted I had an appointment and would not let me speak with anyone. I used the system to reschedule 4 days later. I received at least 2 confirmations of the appointment every day for for days. AGAIN, I waited for the 9 hour service window and at the 10th hour of waiting for them to arrive they sent me an appointment cancellation notice AGAIN. I have used them years ago in the past and service was good but the last couple of times it has been beyond horrible. This time I can't even evaluate the actual service b/c it NEVER got completed.

Wholly smokes this business is horrible. I can't believe I used them, but a "friend" on facebook recommended them for repair of my washing machine. I think I was being "punked." Anyway, my washing machine was giving me the error codes F01 & E01. A simple google searched informed me that i'd need a new control board. I wasn't happy about it, but at least it was information. So... onto A & E Factory Horrible Services. I waited on the phone to make an appointment for like a 1/2 hour before I hung up. I can't believe it, but I went to their website to make the appointment. It did have a multiple choice section to enter in the problem, and one of the choices was "error codes". There was not, however, a field to collect what error codes were being displayed!!! Red flags for sure. I'm mean think about this - they are told there are error codes but they don't want to know what the codes are before they show up? I told my wife that they are going to show up, tell us we need a new control panel, tell us it will be a bunch of weeks for them to obtain it and it and we will have to make a new appointment once that occurs. My wife was much more optimistic than I was. Appointment day came and sure enough. He looked at the machine, googled the error code and said he'd need to order the part and we'd need to make another appointment. What a colossus disappointment. Garbage service. Just charge you a bunch of money for literately nothing. I guess him googling the same thing I did just doesn't qualify as service in my book. This company's predatory practices is pretty much just a scam.

I purchased a Whirlpool hot water heater from Lowes in October 2014 and had it professionally installed. Just recently the temperature & pressure valve began to drip quite often. I called Whirlpool and they referred me to A&E Factory Service. I called on Monday 3/30/2015 and they scheduled my appointment on 4/2/2015 with a four hour window between 1:00 PM and 5:00 PM. I left work early and waited around for the technician who called at 4:00 PM to inform me that he was an hour and half drive away, but he would come out and inspect the water heater so that the part could be ordered. He also informed me that he would be collecting payment, though no work would be done until the part was received in the following week. I informed him that Whirlpool was paying for all parts that I would only be required to pay for labor but since no work was to be done that day, I didn't understand what I would be paying for. He informed me that it was not the Company's policy to perform the work during the initial appointment and that payment must be received up front. I called the Company and talked to a young woman who informed me that what I had been told by the technician was company policy. When I asked to speak to a supervisor, she also informed me that work is not completed during the initial inspection, which would mean that I would have to take time off work again to have the work completed. When I asked to speak to someone above her, she transferred me to voicemail. I called back again again requested that the call be elevated to a supervisor. This individual told me what I had already heard and when I asked to speak to someone above her, she informed me that there was no on at that location above her and when I asked again, she refused to transfer me. I ultimately had to call Whirlpool back and request a new referral. When I told him the run around I received from A&E, he agreed to cover all parts and LABOR on the request and indicated that A&E was their largest service contractor. I would never recommend A&E to anyone.

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The liner in my wall oven was damaged and needed to be replaced. The two men which were sent arrived promptly, were very cordial and efficient. Unfortunately, the oven makes a noise when it is preheating. I will have to call them again.

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For the first appointment on 1/13, no one showed up. I did get a call at 4:30 saying the truck broke down. Rescheduled for the next day. The tech showed up early, but when he walked in the door I had no confidence he knew what he was doing. I described the problem repeatedly (it sounds like a golf ball is bouncing in our refrigerator) and he had no clue. He knocked about for a while. Checked the coils and said everything looked ok. He then vacuumed out the bottom of the unit and said the knocking should go away. Within 7 hours of his departure, I was on the phone with the number on the receipt asking for someone else to come out because the knocking sound happened again. I asked for a different technician because the first guy was so incompetent. The first available appointment was the following week. In the meantime, the intermittent knocking became every twenty minutes. Every. Twenty. Minutes. You can hear it throughout the house. It's awful. The guy who came the following week, Jermaine, was really nice. He heard the noise once and knew it was something to do with the compressor, but he didn't know why it was making the sound when it was making the sound. He waited around and it didn't make the noise again and he rescheduled to come back on Friday. Friday, 1/24, no one showed up to my house. No one called. I got an automated call telling me I had to call back. I just called this morning. Whoever had the appointment on their list marked that I wasn't home. I assure you I was home. The phone did NOT ring. No one came to my house. I asked for a refund from the first person I talked to. She said no and I asked to be transferred to a manager. She hung up on me. I called back and was sent to a manager after explaining the issue to the second person. Got a manager that time, but she said my issue was with Aand E not Sears and she didn't know why I got her in the first place. I called Aand E to schedule the appointment. Somehow they passed the second appointment to Sears. So the third person I talked to transferred me to the 4th person at Aand E. She said she couldn't help me either and transferred me to billing. The lady in billing was combative from the start. I explained again what the issue was and she said there was no way they were ever going to refund the $75 service call. I asked to speak to her manager, she said no and her manager wasn't there and no, she didn't know when he would ever be in the office. I said, "But 50% of the time no one showed up. When someone did actually show up, he made the problem worse. I don't understand why I have to pay for that. I want my $102 back." No dice. And our refrigerator is STILL broken.

The A&E serviceman arrived promptly at 0808 and introduced himself as Scott. After I explained the issue in detail (I had notes made when the intermittent problem arose), he verified the serial number and said, "This is going to take a while. You are going to pay for this today, aren't you, since this is out of warranty?" I said, "No...Samsung extended the warranty when I registered online." He said "It shows out of warranty on my computer and the last time this happened, it took Samsung an hour to fix it... I'm out of here... you'll have to call and schedule another time." I asked if he would wait five minutes while I call Samsung to verify the warranty as I had sent copies of the purchase receipt to Samsung and they had called me back saying that they had received them and the warranty had been extended. He said "NO" and rushed out of the house. He couldn't get out fast enough. My take on this is that maybe a warranty call would not earn the same revenue as a "customer paid" call and he wasn't willing to wait because he wouldn't be able to pad the bill. I was a bit surprised when the van pulled into my driveway because I expected a green/white/blue A&E van as shown on their website. The van was an navy-blue van with no markings except the number on the panel in front of the door and on the rear door. The number was 48584. I called A&E at their headquarters in San Antonio and related the incident and asked for a name and an email address and a mailing address so that I could document the incident in writing. I always begin with the assumption that a company wants to provide good customer service. However, I could get only a name and a mailing address. The CSR on the phone could not tell me what position the named individual holds. I also asked for the name and phone number of a supervisor responsible for the Connecticut area. I was placed on hold for 15 min, so I hung up and called back, getting a different CSR. Asking again for a local supervisor name and phone number, the CSR "transferred me to the appropriate department" as she put it. I was transferred to the Samsung Customer Service line ... the same one that I had called to verify the warranty in the first place. Before calling A&E, I had called Samsung to verify the warranty status, which was confirmed. I also requested that another service call be set up with another service vendor, which was done.

The technician did show up the next morning, but then said he had to order a new pump from GE and that he would expedite it so we could have it by Thursday. I called A and E and asked them to advise me of the status of the order and they could not confirm the order. The next day (today) I spoke to a representative who said she would call me back with an order status by 4. She never did. I then called the Parts department and was told the part was on order but they had no UPS tracking number and could not tell me when the order would ship. We are going away next week, which means if this problem does not resolve this week, we will go for almost a month without a washing machine instead of just two weeks, and this after we purchased a contract. It seems impossible to talk to anyone at A and E who has any sense of responsibility or sense of urgency. We called almost two weeks ago! They did not show up when they said they would. They did not have the parts to make the repair of the problem we told them about, and no one I speak to on the phone can tell me what is going on. I am constantly being batted back and forth between the service department and the parts department and neither side seems aware of what the other side is doing. Their service to date has been deplorable. Even if by some miracle we get the part and they get in to fix the problem this week, two weeks is not an acceptable wait time.

Everything went very well.

Tech was on time, professional, friendly - and what I always like, was willing to explain what was going on, and answered questions about the problem / repair. He got both appliances back working in short order. Would most definitely use this company again!

I had this plastic tub in my washer and dryer area, and those things are notoriously bad for knocking your washer off balance. I thought there was a problem with my washer; so I called Whirlpool. They sent A & E Factory Service, and the guy that came out found that he just needed to adjust and fit it in really well into the plastic tub. He did a great job doing that. He adjusted the legs; he moved it around; so it sits perfectly now, and I do not have any more problems with it. The same thing with my dryer repair, they came and showed me a way to keep the lint from accumulating. They actually looked at the dryer vents issue, but they could not really fix it because they needed a telescope to do that, and they do not do that. They only repair the actual machine.

It takes them multiple visit to resolve the problem.

I didn’t have to pay them anything because it was in my contract. The guy from the company who came here was excellent. He was very efficient and very courteous. It was all around good service. In terms of price if I had to pay, it would have been normal price it would have $200 or something.

A & E Factory Service were excellent.

Over the next couple of days my wife and I explored new clothes washers, and couldn't find any that didn't seemed plagued with problems, mostly thanks to all the new energy and water efficiency "improvements" in their design. So we decided to repair the old washer instead. The problems started when I called A&E Factory Service to arrange repairs. After three attempts at calling, I finally bailed out and decided to find another locally owned and operated repair service. Here's why: On the first call, I couldn't understand the customer service rep. English wasn't her first language, and Spanish isn't mine. Spanish-speakers would undoubtedly do much better here than I did. On the second call, after additional problems, I asked to speak to a supervisor. I was told one wasn't available. On the third call, I was told that there was no way they could tell what the needed part was, even though the tech who diagnosed the washer had told me he'd submitted a report that included his diagnosis as well the necessary part description. So the customer service rep in their outsourced call center couldn't assure me that the tech who would come out for repairs would have the needed part with him. He might just do what the first tech did all over again . . . including charging me another $75. Obviously, internal communications isn't an area of expertise within A&E. This GE Profile clothes washer has been unsatisfactory from git-go, primarily because its agitation system does a better job of tying shirt sleeves in knots than any Boy Scout could ever hope to do. Now, GE authorized service via A&E Factory Service has proven no better. It's a bloody train wreck. We won't ever again use their service, or buy any new GE products. And given the history of this washer and its service, I'm starting to wonder about the quality and maintenance of GE engines that are supposed to keep jet aircraft flying.

The technician is Len. He was amazing. Apparently A&E’s technicians are specialists: one guy might be dishwashers and ranges, another might be refrigerators. When they come out to service your product, they are pretty much experts. Not only did he come out and fix a part but he gave us a recommendation on what kind of detergent to use. He also gave us tips about our range. The guy was amazing.

A&E Factory Service is a wonderful appliance repair group. They work for Home Depot, and Sears, and the rest of the big sellers. You just call an 800 number, then they call you back with a time of service. They are real professional, and seem to have the latest gadgets for diagnostics. The fixed my fridge, dryer, microwave, and dishwasher. I have been very pleased with their service, and will use them again in the future.

They do work for Sears. They are punctual and knowledgeable. They do the work fast.

What I really disliked was their appointment windows. They were like 12-5. It's like that with most companies but of course, they didn't show up until the last minute. I missed three days of work to get the reapir done. I missed three days of work because of them.

They never have parts. They always have to order a part. He come out once and then takes two weeks to get the part. Therefore, it takes a month to get it fixed. Moreover, when you are in the middle of winter you do not want to wait a month. They are ok, nothing outstanding. I have a service contract so I really do not have a choice. If I had a choice, I probably would choose someone else.

They were very good. The gentleman was very, very professional and very helpful. He did a great job. His name was Mike. There was no charge for the service because it was a factory covered item. They came the same day that I called, which was really great. They ordered a part for me to keep in case it happened again so I will have the part on hand. He fixed the door and everything was fine. He actually had to wait on me because I was in the middle of something so he went and got coffee and came back. He even brought me coffee. He was very professional. They were great. I would hire them again.

They did a very good job. They were there right on time. The professional knew exactly what he was doing and came in and fixed the problem. He gave me some suggestions on things to do for my furnace, and my front-loading washing machine.