A&E FACTORY SERVICE

A&E Factory Services is the worst business that I have ever dealt with. I had an appointment scheduled with them that gave me a 7:00am to 4:00pm window of time for their technician to arrive. At 4:30pm, they sent me a text telling me that my appointment has been canceled and rescheduled for a date 2 weeks from today. This is the THIRD time they have done this to me, and from reviews I have read on other websites, including the BBB, this is very common. It is extremely difficult to speak to a live agent at A&E Factory Services. Once you do, they are completely incapable of offering any help or service. Today I asked to be transferred to a supervisor. I was told that they have no supervisor and that there was nothing that could be done to help me other than to once again reschedule my appointment. I asked if it was possible to be stood up a fourth time if I rescheduled it and the agent told me yes because they always overbook their appointment times. Avoid this company at all costs if you want to keep your sanity.

If I could give zero stars I would. Had a service call set up. Day before get a text confirming call. Afternoon of get a text the tech is on his way. Wife - who took the day off from work - stood by the front window waiting. Watched at the tech puled up, opened the van door, closed the van door, looked as if he was on the phone (not to us) and then simply drive away. The only phone# is automated so no one to talk to. Filled out their form online to have someone get back to me - and no on ever did. Filled it out 2 more times and they are MIA. Absolutely terrible service. I would rather buy a new fridge for 2k than have they come out and repair it.

We had a Cabrio washer that needed repair mid-Sept 2022. I had an extended warranty through Lowes, so they contacted A&E FACTORY SERVICE to have the repair done. I had to wait about a week for the service tech to come out, which I was fine with. He diagnosed the problem as a bad interface board, ordered the part, and scheduled me for an appt on October 4th from 8 am - 12pm. I got a call on 10/3 verifying we have an appt for 10/4. On 10/4, the tech showed up at about 5:30 pm. He mentions that my appt just popped up on his schedule as they forgot to assign a service tech. No problem - at least he showed up. The repairman goes to do the repair and realizes that the previous repairman ordered the wrong part. He's frustrated - I'm frustrated but ok, things happen. He ordered the correct part, which arrived on 10/7 and scheduled an appt on 10/12 from 8 am - 12 pm to complete the repair. On 10/11, I got a call confirming the appt. 10/12 - no repairman shows up at all. So I'm quite frustrated at this point and call the company. They apologize and said they would get me rescheduled as they forgot to assign a service tech - just like the last time. I told them I was available today (10/13) and tomorrow (10/14) and understood if it had to wait until tomorrow as the daily schedule was probably set. They tell me they can't come until next week, which is unacceptable at this point. It seems that this company has a serious issue with scheduling. I can't keep taking time away from work for a company to not follow through with their commitments.

DO NOT USE A&E FACTORY SERVICE – My Kenmore Elite microwave oven has been broken for half a year. I have had four service visits with multiple technicians and from my experience it is clear they do not know how to repair the equipment and are simply guessing as to what the cause of the problem is. This company is only in the business of taking your money and hoping the parts they order will actually fix the problem. DO NOT WASTER YOUR MONEY. I highly recommend you find another company with qualified technicians that actually want to fix your problem, not just roll the dice and hope for the best. $400 down the drain – BUYER BEWARE!

Now he starts putting the washers outer shell back together. he gives me a receipt to sign and ask for payment of a 150 dollars I noticed on the receipt that signing it was an acknowledgment of completed work. So under my signature I wrote "NOT FIXED" While he was leaving I asked for the part number so I can find it . He tried ignoring me and was in a hurry to get in his service truck and leave. I told him "LOOK THEY DON'T MAKE 1937 OLDSMOBILES ANYMORE BUT YOU CAN STILL GET PARTS FOR THEM !" This guy was a minimalist --period!. he doesn't know how to fix anything he can only replace parts. He absolutely did not inspect the pump for clogs like lint. He did not remove the pump to look closely at it. Before he left I got the pump Item number that his company I-pad came up with. I told him I WILL find the pump and . now I have the part number to avoid which according to the him is not the part I need. I was able to order a pump from the Samsung website, When it showed up I called the A&E number, not only to complain, but to reschedule a service call to install the pump I ordered. ( An aside) when you call the A&E number you get the Philippines so if you think, as I did, that I would get the technician 's supervisior on the phone to complain not only will this not happen but there is no way to make it happen. You can Google all you want and you will only get the Philippines. so a couple of more weeks goes by before the A&E guy shows up again( by the way I sent him a picture of the part I got in a text message.) When he shows up he looks at the part and says it not the correct part and leaves. I mean in and out! on his way out I said why didn't he tell me that when he got the picture I sent him to which he said he never got it. ( that's BS!) OK my fellow Angie's list members here's the rest . I got my son to open up the washer to get me the part number directly from the pump. While doing that he notices it is the same number as on the part I bought!!! So he replaces it puts the machine back together and lo and behold it works!!! The lesson here is that A&E trains their people so beware they are all populated by these Minimalists! and by the way A&E is a Sears company.

Now he starts putting the washers outer shell back together. he gives me a receipt to sign and ask for payment of a 150 dollars I noticed on the receipt that signing it was an acknowledgment of completed work. So under my signature I wrote "NOT FIXED" While he was leaving I asked for the part number so I can find it . He tried ignoring me and was in a hurry to get in his service truck and leave. I told him "LOOK THEY DON'T MAKE 1937 OLDSMOBILES ANYMORE BUT YOU CAN STILL GET PARTS FOR THEM !" This guy was a minimalist --period!. he doesn't know how to fix anything he can only replace parts. He absolutely did not inspect the pump for clogs like lint. He did not remove the pump to look closely at it. Before he left I got the pump Item number that his company I-pad came up with. I told him I WILL find the pump and . now I have the part number to avoid which according to the him is not the part I need. I was able to order a pump from the Samsung website, When it showed up I called the A&E number, not only to complain, but to reschedule a service call to install the pump I ordered. ( An aside) when you call the A&E number you get the Philippines so if you think, as I did, that I would get the technician 's supervisior on the phone to complain not only will this not happen but there is no way to make it happen. You can Google all you want and you will only get the Philippines. so a couple of more weeks goes by before the A&E guy shows up again( by the way I sent him a picture of the part I got in a text message.) When he shows up he looks at the part and says it not the correct part and leaves. I mean in and out! on his way out I said why didn't he tell me that when he got the picture I sent him to which he said he never got it. ( that's BS!) OK my fellow Angie's list members here's the rest . I got my son to open up the washer to get me the part number directly from the pump. While doing that he notices it is the same number as on the part I bought!!! So he replaces it puts the machine back together and lo and behold it works!!! The lesson here is that A&E trains their people so beware they are all populated by these Minimalists! and by the way A&E is a Sears company.

After 3 weeks still waiting for the work to be fixed. the managers are uneducated and rude!

Our Samsung washing machine began making noises near the water intake, so we called our plumber. He told us that it's probably a machine problem, so we should call Sears. A&E Factory Service is under contract to Sears. When my wife called A&E, she was told that it would cost $79 for a tech visit. She agreed. When the tech arrived today, he told us that he would look at the machine, but that if he found that it was a plumbing problem and not a machine problem, he would have to charge us $136...what he referred to as an "information charge." This sounded totally crazy to us, so we asked him to leave. I called A&E customer service and spoke to a women named Miriam (in their call center in Arizona). She told me that the $79 fee we were quoted on the phone was for a diagnosis and estimate. When I noted with her that a diagnosis of a plumbing problem rather than a machine problem would bump up my charges to $136 even if the tech did no other work, she agreed that it seems like a crazy policy, but "that's how the computer is set up." Too bad! This company clearly operates a bait and switch scam, and I urge all of you to have nothing to do with them. They make their money on the additional work performed on the machine, and if the problem is not a machine one, they still try to get their cut. Unethical!!

Not well, see above. I'm glad they didn't come, I don't want people with such a lack of professionalism in my home.

They were assigned by the insurance company to repair the refrigerator. They were on time, professional, and courteous. They explained the work and returned quickly with parts.

They came out 5 times over four months and could not fix my 5 month old Bosch dishwasher. They are understaffed so you cannot get an appointment within a week in most cases. After the initial diagnosis by what appeared to be an experienced technician (call him #1) they said a new part was needed and they ordered it. It arrived in about a week and I scheduled another appointment to install the part. You cannot schedule an appointment until after the parts arrive. They came out with what appeared to be a more junior technician (call him #2) who could not figure out how the part fit. They came out a third time with a more experienced technician (call him #3), who immediately concluded that the part was the wrong one, which in hindsight anyone with common sense should have been able to figure out since the parts were so different in size. So he ordered new parts. After about another week these parts came in. I scheduled a fourth visit. The scheduler put down the wrong date by a week so a Technician came out, we were not home, so he immediately cancelled the entire service request. When I called to reschedule, I was told I had to call Lowes (where I purchased the dishwasher) to initiate a service call. Lowes did call and they send the same experienced technician (#3) who put the part in, but it did not solve the problem. He concluded he had to order even more parts. Ater about another week these new parts came in, in fact some of the same parts came in twice. I scheduled a fifth visit. The first, initial technician (#1) came out, tried for 2hrs to fix it with the new parts, but was unsuccessful. So after four months, the dishwasher is still dead. The more experienced Technicians seem competent, but the results suggest otherwise. The scheduing was a nightmare and they seem very eager to cancel the service request because we weren't home. Did they think we magically fixed the diswasher ourselves? There did not seem to be any urgency to fixing the problem. Lowes confirmed that they are the only licensed repair outfit in our area for these appliances.

TERRIBLE! A&E Factory Service came to repair my brand new Whirlpool washing machine. The man arrived late, stinking of cigarrette smoke. He had a very quick look over the washer and said "It's broken and I don't know why". He then announced 10 minutes later that it was fixed - I said great, so you ran it and it worked? He said "no, I haven't tried turning it on". When he did - it didn't work. He said, "OK, well I"ll order a pump and maybe that will fix it". A week later for the follow-up appointment: no-one turned up. 60 minutes on hold with A&E Factory Service later: they have no trace of my appointment, but reschedule for the following Friday. I call on Monday to check thye've ordered the pump. No, they have no record of this, but they will contact the technician and ask him to order it. Tuesday I call to follow up - they have no record of my call from Monday, and they haven't called the technician, and in fact it's now "impossible" for them to order parts. What should I do? The technician will come on Friday and then if he finds it's broken, he'll order the part, apparently. But I have already taken 2 days off work and waited 10 hours for A&E, and the technicial ALREADY said it's broken. But no, there's nothing they can do about it. Absolutely appalling. I called Whirlpool directly to complain but they said there was nothing they could do. I now have an appointment with Northeast Appliance Pros, and I'm hoping they can finally get my washer working after 6 weeks....

While the repairmam who showed up eventually was nice, the scheduling was a nightmare

The people at A&E at the telephone center are just fine. However, they have no nearby times available and the service people have no idea of what they are doing. All and all it could take me a month or more to get my dryer taken care of, it ever. If you google A&E Factory Appliance Service or look at Angies List, you will see that these are people you don't want to have doing your appliance repairs. Maytag has the responsibility to learn about the quality of their contractors. These guys are rock bottom! Avoid at all costs!

A&E showed up on schedule. The service technician, Ray, seemed very knowledgeable about dishwashers and took the time to explain as he tested our dishwasher. He was not able to find any problem and (this is when things started going downhill) said we must be loading the dishwasher badly. This could not possibly be the cause, because the dishwasher had been cleaning everything perfectly for TWO YEARS, and we are still loading it the same way. We explained this to Ray, but he did not seem to hear the story and continued to blame the layout of the dishes. Finally he heard us, but said there was nothing wrong with the dishwasher. He charged us $126 for "Explain Feature Operation." I was expecting a $75 charge from A&E which Sears says is for "product inspection and an estimate of labor and part costs. Other costs only apply once you've approved the estimate." Since the technician found nothing wrong, I believe we were overcharged according to Sears's policy. After A&E left, the dishwasher continued to wash every load badly on the top rack, even when we tried Ray's modified way to load dishes. It was clear that something wasn't spraying water onto the top rack. I called another appliance service company (American Appliance in Waltham) and their tech, Brian, found the actual problem in FIVE MINUTES: the spray arm underneath the top rack was visibly disconnected. He snapped it back into place and everything worked again.

The service was covered under warranty so we did not have to pay anything. They were great and I would use them again.

Although I'm not happy about having to be home during a 4 hour window for the repairman to show up, Bob did arrive early within the scheduled 4 hour time frame, which I appreciated. After listening to my explanation of the problem, Bob determined the cause of the water leak and ice maker problems to be due to me having the humidity setting of the crisper drawers set to "High", which he claimed caused frost to build up in one the refrigerator air ducts. Bob cleaned the frost from the air ducts and proclaimed the problem solved. I'm no refrigerator repair technician, but it seemed to me the root cause of the problem is a faulty water filter or a crack in the water line that feeds the ice maker, both are physically located in the same area where water was leaking. Bob considered this when I pointed it out but still felt the issue was the frost in the duct, and left without verifying his fix worked. Within 10 minutes of him leaving the house, the ice maker turned on to make ice and the refrigerator flooded, again. Frankly, I wasn't the least bit surprised. I immediately called the dispatcher at A&E Factory and explained the situation. The dispatcher tried to contact the repair man. After not hearing back after an hour and a half, I called Electrolux and escalated my dissatisfaction with their choice of service partners. Also, had the unit not been under warranty, that short bit of troubleshooting and repair would have cost me $195, because that is the cost on the paperwork I had to sign.

Company stood me up twice for a total of 8 hours. First time the technician told us he was running behind and couldn't be here until 7:00 for service scheduled between 1:00 and 5:00. His supervisor called and without knowing we had talked to the technician told us he had a medical emergency. Day two they told us we'd be first appointment at 8:00 a.m. - at 12:00 when no one showed we called and they told us they didn't have a technician that could do the work that day and offered an appointment 10 days from now. Don't EVER use them!

Horrible. I will never call them again nor will I endorse their brands. Don't deal with a company that takes forever to give you an appointment and misleads you.

We asked for a different company under the Kitchen Aid extended warranty and did not have to continue using this firm, thankfully!

Very disappointed in their overall service. They missed the first appointment. For the second, they failed to show up in their "four hour" window, which should be reasonable enough. They then promised to call when they were going to come and didn't. When they showed up (3pm in an 8am-12pm window), they gave an estimate for nearly $500 worth of work, with very little detail. I called to follow up for additional information. They promised to have the service person call me back. He didn't. Then when I got through they were rude, uninformative, and unapologetic about the 7 hr. wait. Will never use them again.

We were forced to use them because we have a warranty on our stove. They would start the job then leave and not finish. I had to deal with them for 3 or 4 months. They wouldn't stay long enough to see what the problem really was. The oven would heat up to 350 then after 15 min it would kick down to 200 degrees.

Totally disorganized! They have yet to get a service technician here at the right time to replace the part. Fridge breaks on Sunday. I schedule a repair for Thursday. I later call to confirm the appointment. They had no record of the it and rescheduled me for the following Monday. Thursday, I get a call from the technician that he is on his way. I race home. He orders a new evaporator and schedules an appointment the following Friday. Note: the technician was very nice, cleaned up his mess, and was very polite. Monday, get a call from another technician wondering where I am. Thursday, part arrives after several stories from A&E that it shipped Thursday...it shipped Monday...it is back-ordered...they ordered two parts...it has been delivered...it should arrive Monday. Friday, I take a day off of work for a repair between 8 and 12. Get a call at 10:00, the technician is sick. They rescheduled me for the following Thursday. After 3 weeks fridge is still broken!

We had a miserable experience. As a result of communication issues between our technician and the parts representative on the phone, it took over 8 weeks to get our dishwasher fixed. We would think again before buying another KitchenAid product, but A and E Factory Service is a local authorized service technician for Whirlpool and other major brands.

Here is where it gets interesting. I had to call customer service 6 times, and each time they told me that someone from customer relations would follow-up with me within 2 days. 3 weeks after my first call I finally spoke with someone at customer relations (on my 6th call I absolutely insisted) and they immediately told me (in a very rude tone) that they hadn't received any of the messages from the customer service center and it was a new inquiry and they would have to research the issue and get back to me. I said I wanted to resolve it now and they said no. I asked to speak to their supervisor and they said they were out of the office that day but as soon as I threatened to call their corporate office they miraculously were available to speak with me. They told me that someone had spoken with me (news to me) and told me it was a different repair, and they would not give a refund but would send another repair person to look at the fridge again. $400 later I still have the same problem.