A&E Factory Services LLC

My refrigerator broke and we called choice home warranty company and they sent a technician out to access to problem. After finding out the compressor needed to be replaced and that the compressor was still under warranty with sears they went back and forth with A&E about fixing the problem and approving the fix. Finally after it had been approved They set up a time for repair for which they called and rescheduled the appointment for over a week later. The appointment time comes after a week and then we get a call that they came out and nobody answered the door to which we were home all day and have two cameras outside and relay that information about the camera and said they went to the wrong address so they rescheduled again and got a call on the morning of the appointment time and said our repair window would be between 1&5pm. At 4:20pm they called to reschedule again because the tech had called in sick. It has been 9 weeks since my refrigerator has gone out and still have yet to fix it after rescheduling another repair time for a week later. i have called A&E several times and they said they can do nothing to dispatch a repair tech to get it fixed that we have to wait until the next available date. I put a complaint to the BBB and hopefully someone can do something with this company. If there was negative 100 stars even then they would not even deserve that rating.

We had used this service provider with mixed results. We bought our refrigerator 7 years ago from Sears. Our first scheduled appointment was set for the middle of March 2020. Then the COVID Pandemic happened. They called to reschedule our appointment to the middle of April because of the COVID crisis. In the meantime we contacted a local repair company. The tech advised us that the compressor was bad. He told us that the compressor was under warranty for 10 years. We located our 2012 purchase receipt and contacted the warranty department and they confirmed that our compressor was under warranty and we would need to pay for the trip and labor. We set up another appointment, Two days before they were to come to our house we got another call and another cancellation. We set another appointment and the day before they were to come to our house they called again to cancel. THAT WAS THE FINAL STRAW THAT BROKE THE CAMEL'S BACK. Every time we contacted customer support we could never get a resolution to our problem. After almost an hour of being shuttled around different departments, we have had enough of their lack of professionalism and lack of transparency. We have decided to purchase a new refrigerator. We have started our journey with this company THREE MONTHS AGO without a working refrigerator. BUYER BEWARE!!!! Don't buy from Sears because they use this company to make repairs! And don't use A & E under any circumstances. We are purchasing a new refrigerator.

June 1, 2020. A&E Service tech shows up to diagnose my Kenmore Elite Bottom Freezer error code eR-CF. This was two weeks after I called for service on the refrigerator. He looked at the serial number then I gave him the history of events. He did nothing but get the serial number , which I had provided to the service call in center. He did not remove the compressor cover or check voltages etc. He determined it was the compressor fan due to the code. He did not check the main board either. Then he told us how much the unit would cost to repair. For today’s visit and ordering in the fan which we are supposed to receive in about 1 week and setting an appointment for May 19, 2020 yes, another 2 weeks! I asked why, since I had provided the serial number and error code, why they could not have brought a fan and or motor with them and he said I cant carry everything on my van. That is a lame excuse. A refrigerator showing a code should have prepared them to send a fan along. I had to pay 109 for the call today and 75.00 for a bare bones fan motor and blade. So as of now, I am out 184.00. The service tech NEVER checked a thing except serial number and removed the back cover and said this will be a tough one and when he comes back to install the fan my total bill will be a little over 500.00! HE never checked voltages as required, or anything for the 109.00! FOR A FREAKING FAN motor that costs about 40.00 on ebay. He then focused on attempting to sell me a whole house appliance warranty for 60.00cper month. Seems he thinks money is no object. So, the fan and motor arrived yesterday 6/4/20 and my son installed it in about 15 minutes and it has been running perfectly. No more code thrown or refrigerator stopping. I feel he was there to rip us off and I am sure they do this all the time to us consumers. This entire deal is such a bad reflection on Sears and A&E services. Do not buy Kenmore elite or Kenmore anything as they are LG and they are bad also. I wish we could sure them for preying on the consumers. They have lost my business FOREVER…

The provider determined the problem was a broken latch on the door of the microwave. Due to the design of the appliance, the entire door needed to be replaced. When the provider communicated this to the warranty company, they declined the claim indicating that a 'structural' problem was not covered. In my opinion, the provider did not work on my behalf to clarify why the entire door needed to be replaced. Instead he offered to perform the repair 'off warranty' for an exorbitant price. I have filed a complaint with the BBB against the warranty company.

I would not use them again if I can help it. It was one of the worst experiences we have ever had. It was the servicing of an icemaker on a Samsung refrigerator unit, and there was nothing but confusion with the date of service and we were stood up and we had to wait all day when they finally did say they were coming. It was not a good experience.

A&E came at the recommendation of another appliance repair vendor who didn't service my particular model of refrigerator. I made the appointment online, had two experienced techs at my house within 3 hours of making the appointment, and they quickly diagnosed and repaired the problem. A&E seems to be an arm of Sears Home Services. Based on past experiences with Sears, I likely would not have called them had I known that before making the appointment (I found out when I made out my check). So I guess I'm very pleasantly surprised and would call them again for a similar issue.

I had to wait 3 weeks for an appointment even though they told me I was on their "emergency" service line. When the appointment day finally came they said they had computer problems and that I would have to call back to reschedule my appointment. I called back several times over the next 2 days to be told each time that I needed to call back again, their system was apparently still down. When I finally got through and they could schedule something they said that their first available slot was 10 days away! Seriously. I told them I was going with B&W instead and would never do business with A&E Factory Services.

I have a down draft vent that's part of my inner island cook top and it would work intermittently. It would go up but it wouldn't come down or it would go up and stick and stop so it like there was an electrical short in it or something. That's why I called A&A. I think they're price is high because I found the part they ordered was shipped to me to hold until they could come back and fix my down draft vent for a third of what they charged me. They worked through a call center and the call center people are not native English-speaking persons. They work from a script. They have not screwed up anything yet. They are unresponsive and overpriced. The little guy that came out was very nice and professional.

Samsung washer is 2 years old A&E where out 6 times to order and put parts on were on time and very professional we had no problems with A&E just with Samsung warranty replacement parts. We purchased anpther washer it took so long for samsung to send right parts.over 8 weeks,but finnally A&E keep at repairing the washer.

The work was fine but I had to provide all of the cleaning supplies. His hygiene was very unprofessional. He looked like a homeless guy. The technician was Greg and his id# is 0002438.

This started in 2013. I purchased a washer and dryer with a service warranty. We had a problem and we called A & E Factory Services. We were getting spots in our clothing. Appeared could be bleach spots. We have probably lost about $400 in clothing. I made an appointment but had to cancel due to family death. They called back and said they were going to be out on the date that I had cancelled. Then on the day of the funeral they called and said they were 15 minutes away. The Mrs. hung up since we were at the funeral. Weeks later I called and set up the service date. The guy came out opened the lid and took a dime out and said there is no way the washer would do that. He went to leave and I caught up with him. He then explained there is no way this can happen. He said it is just a bad washer and there is nothing he can do about it. I called A&E at the corporate office and made another appointment on Oct 6 1-5:00. It is now October 15th and yesterday I received a dunn. I was being invoiced for for 75.00 for cleaning the washer which they didn't even do. So I called them again and said why didn't you show up on Oct 6? I still don't have a washer I can use without clothes being ruined. A&E is the only company that services this area and I don't want them back to my house. I have an appointment for sometime in November but I am going to cancel it.

The 18 month old Whirlpool water heater purchased from Lowe's would not work. Whirlpool sent A&E Appliance Repair Service to the house. The technician, Alex, arrived at the house a couple of days later on a Friday afternoon, he quickly looked at the unit which had burnt wires on the top and said it needed a new display and said he did not have the part so he ordered it under warranty and said he would return in a week or so - which is really too long to wait for hot water. Later that evening I called A&E's 800 number and the representative (not local) said that the technician never entered the repair in the system as an emergency and did not expedite the ordering of the part so the person on the phone said he would expedite the ordering of the part and it should arrive on Monday. Given that we thought the problem was more than a broken display since there were burnt wires on top, I called Whirlpool who suggested another authorized appliance repair service (locally owned versus the "national" A&E) which I called. They arrived the next day and said that the entire water heater had to be replaced so they got an authorization from Whirlpool to replace the unit which that did that day. One week later Alex calls asking if the part he ordered had arrived yet. I explained that we had gotten a new water heater - and he kept on asking if the part arrived yet (which it hadn't) so he could schedule a return trip to install it (which would not have fixed the problem anyway). How long did Alex think a family could be without hot water and did he really care?

My 2 year old hot water heater was making a very odd noise when it finished heating the water. I called Whirlpool because it is still under warranty and they told me to could call one other company or A&E Factory Services because they were the only companies that they used for their warranty service calls. Having used them before in Pittsburgh, I decided to call A&E. I scheduled an appointment for Monday, June 23, 2014 and was given the time slot of 1pm-5pm for when the repair person would be there. I took off of work so that I could be available for the appointed day and time. When the appointed day came, I waited and waited and no repair person showed up. Then I received a call just before 3pm from A&E saying they tech had called in sick and would not be coming to my home that day at all. When I asked why I wasn't advised BEFORE my appointed time, the woman ignored me and asked me if I wanted to reschedule. I told her I did not because I had missed work, wasted a vacation day and they didn't have the decency to tell me in advance. She just kept repeating that the tech was sick and asking me if I wanted to reschedule. I told her that I did not and ended the phone call. Since then, I have received multiple calls a day from the 800 number listed above but no one ever left a message. Today, I returned the call to see what they wanted and when I finally got a person on the phone, she was rude and condescending. When I asked to speak to a supervisor, she hung up on me. I called back, got another person on the phone, briefly explained what had happened thus far and when I refused to let him handle my call (I asked for a supervisor again), he also hung up on me, I called back a 3rd time and got a person on the phone who told me they were transferring me to a supervisor but actually transferred me to the service department who then apologized and transferred me back to customer service. This time the person told me they were transferring me to a supervisor and placed me on hold. I waited 30 minutes before I placed that call on hold and called back on another line. FINALLY I spoke to someone who was going to help me. She listened to my whole story, took my name off of whatever list it had made it to that elicited 3 and 4 phone calls a day and got me to a supervisor within 30 seconds of placing me on hold to do so. She explained the entire situation to the supervisor for me and then apologized for my having to go through so much trouble just to get help. The supervisor asked me some additional questions and when I told her that I was still on hold on the other line from the previous representative, she asked me to connect that call to ours. I did so and she laughed a humorless laugh at how ridiculous that rep was... apparently they have hold music when they place a customer on hold but all I was getting was dead air... which meant she had simply muted the call and was doing who knows what on her end of the line. The supervisor also said that they were not very busy that day and the 30 seconds it took for the rep to get her on the phone was all the time it should have taken to transfer me, not the 45 minutes I was on hold with the other rep. The supervisor said this all out loud while we were connected to the previous rep's phone call so that she could hear everything the supervisor was saying, including that she would be in trouble for what she was doing to me. When all was said and done, the supervisor promised me that she would go back and speak to the representatives that had ultimately lost my business for the company and take the necessary steps to correct their 'mistakes'. Since speaking with the last representative and the supervisor, I have not received a single phone call from this company. I also chose to go with the other company (American Company of Remodeling Professional) for the work I needed to have done and they performed a beautiful job without harassing me daily over the phone.

They guy had to come back a second time because the problem was not solved. I would not recommend them. They are expensive.

On June 6 we noticed that our ice machine in our refrigerator was not working so we called A&E Factory Service for an appointment to repair this unit, we were told they would come out on June 12 mid-day. On June 12 they called us at 4:30 and said they would not be able to make the appointment because we close at 5:00 pm. We called on June 13 to make another appointment and they said they could not come out until June 19. On June 19 the repairman came out and said he fixed the unit and we paid him $206.00 for the repair, but by June 20 we still had no ice. A different repairman came out and he determined that we needed a new water valve for the unit and he ordered it, but said it would not be in for a week. On June 27 the repairman came out and installed the water valve and told us we would have ice later on that evening. On June 30 we came in to work and we still have no ice so we called A&E again and now they are saying they can't come out to us until July 7 to "fix it."

We were very pleased with the service. Alex was our serviceman. Since the refrigerator was still under warranty, we had to call the company who sold the warranty and then they made the appointment, which was able to be made for that day, which was fortunate since the refrigerator had no power at all and the freezer was full of food. I called about 11 in the morning. Alex called us around 12:30 to let us know that he would come between 4:00 and 5:00. He arrived promptly at 4:05, was cheerful, went right to the refrigerator, pulled it out, checked the outlet first to be certain it was not an electrical problem, then after removing a panel from the back of the refrigerator, was able to quickly determine the problem. It needed a new part which he did not have with him, but explained that he would go get it, which he did, then returned and replaced the part, which solved the problem. I would definitely call A&E Factory Services LLC again.

I used them last Thursday. Three different people came. They were polite and on time. The price was reasonable and they were efficient. I would hire them again.

They were terrible. They did not seem to care. I had to take care of the situation myself. They kept calling days after to set something up but I had already handled the situation.

We were told to wait 24 hours before using the washer. When we did try to use the washer the next day, starting the washer repeatedly tripped circuit breaker. We have never had that problem previously. Our home is relatively new and our electrical wiring is fine. When we called to report the problem, the call center was not helpful at all and told us the earliest they could send someone to follow-up on the problem was next week. When we called a second time to ask that the serviceman return to remedy the problem, the call center operator hung up on the my husband. It would seem that the electrical problem stems from something relating to the repair of the washer. Instead of trying to help us to resolve the problem, the call center seems to be reading from a script and is uncooperative. We have used this company for appliance repair in the past, but I will never call them again. Through no fault of our own, we will be without a washer for several days. At this point, we would prefer to work with a more responsive appliance repair service and would like a refund of at least the service portion of the bill to enable us to pay for someone else to correct the problem.

I waited over 4 1/2 hours for a technician to appear, and when I asked about a discount because they were late, I was told that they don't give discounts for lateness. There seemed to be a lack of understanding about the value of my time and my waiting for them for hours. I was required to use them by my home warranty policy, but will certainly not call them again.

Calling to schedule the service call took too long (almost 20 minutes on the phone) and the representative I spoke with was hard to communicate with. This made me a little worried about the type of service I would receive from the company overall. The repair person, Dennis, called 10 minutes before his arrival to let me know to expect him. He came in the middle of the service window. He was very professional. He figured out the problem with my oven quickly. I was trying to work with my home warranty company to have the repair covered and he took care of that for me. He had the part he needed for the repair in his truck and was able to repair my oven completely during his visit. Overall, it only took 30 minutes or so and my oven works perfectly now. Dennis was very professional, efficient and friendly. I was very happy with the service call overall.

It went very well. He called ahead of time to let me know when he'd be here, arrived on time, examined the unit using the appropiate test gear, correctly diagnosed the problem, and had the right replacement part on his truck.

The service was never performed. Appointment was for arrival between 1-5pm. My husband and I were unable to take off work, so my parents volunteered to sit at our house for the appointment. Received a voicemail message mid-afternoon that a technician was at our home, but no one was home to let him in. After returning the call and explaining that someone was most definitely home waiting on the technician, we discovered that our order had been recorded for the wrong address. As it was approaching 5pm, I asked no less than three times if someone would still be able to be out the same afternoon and was assured someone would arrive by 5pm. When I arrived home at 5:30pm, my parents explained that they still had not seen anyone. I called back in and, after getting nowhere, asked to speak to a manager. The call was disconnected (intentional hang-up?). I called back in and was told that, since it was after 5pm, no one would be out. I asked if someone could come the next day, since I had been told someone would still be out the same day, but I was told "tomorrow is Saturday." I told them I would be calling a competitor to resolve the issue. The icing on the cake was A&E calling around 6:30pm asking if I'd like to re-schedule since I had canceled the appointment.

When I called the GE/Hotpoint Service number three weeks prior to my supposed repair on Jan 19, I was told their contractors would give me a "courtesy call" before coming out. This was the first Saturday in weeks I've not had to work overtime, so I was excited to try to get my dishwasher looked at. I was told the repair would take place sometime between 8 - 5 p.m. Friday the 18th I had the A&E number on my mobile, but there was no message left. Saturday morning I got up early (just in case someone called at 8:00 a.m.). I was here the entire day; both mobile & home phone worked, and around 11:00 my home phone rang once. When I answered, there was no one at the other end like the call didn't come through. Around 2:00 p.m. I got a recorded call from the A & E telling me to call back to re-schedule! I called immediately and they said the repair people called me; didn't get an answer so they didn't think I was home, and went on to another job. I was SO disappointed because I knew that if anyone can't get me on one phone for one reason or another, they can try the other phone; both with voice mail, AND I stayed home all day (and even cancelled lunch with a friend so I could stay here). I told them if they can't get through to me (they had both my home and cell numbers), then I won't be using or re-scheduling with this company.

I bought a Maytag frontloader washer through HomeDepot 11/2010. The washer is on an extended warrenty now. In November of 2011 the bearings were bad. A & E totally rebuilt the washer. 10/2011 the washer was having the same issue. Every trip from A & E requires me to take a full day off of work as they don't work on Saturdays and require you to allow at least 1/2 day. It took them three appointments to just diagnose the washer. On the fourth appointment the repair man showed up one hour past the window they said they would come. While he was repairing the washer I received a call from A & E saying that the repairman could not come to the house and repair the washer for some reason. I did not tell the dispatch that he was already repairing it. This is just an example of the companie's poor organizational skills and horrible customer service. The repair men have all been courteous it is the company that is so poorly run. I have tried to call to talk to a supervisor and have been on hold for over 1 hour. I have had to made many, many calls even to get this far. I am not convinced the washer was repaired correctly even after all of this. Do not use this company.