A&E FACTORY SERVICE

I have been trying to get my Fridge fixed for over 2 weeks. It is an LG and under the 5 year warranty. LG keeps assigning the work order to A&E and they keep trying to charge me and when I tell them LG is covering it, they say that is not what the work order says and they leave. I did not even go into all the scheduling issues either. I like LG products, but if they partner with such a horrible company as A&E, I have to question their abilities as well

Our dishwasher stopped working in early December of 2019 and A&E was assigned. The first technician came out diagnosed the problem. Once I got the part in and scheduled the next technician problems started. The first appointment never happened and the technician did not show up. No contact from the company and I had to call and reschedule for a week and a half later. For the 2nd appointment again no one showed up, though an A&E van parked in front of my house for 20 minutes before driving off with no communication. When I called I was told that the technician is still on their way and they would contact dispatch to contact me about arrival. No contact received. I was told this multiple times until it was after 8 and the office was closed. Again no one contacted me until I contacted them the next day and was told I would have to wait another week and a half for an appointment. They refused to offer any other solutions. Service calls obviously go to a call center in a different country as I would routinely hear farm animals in the background. Will not use them again if I can help it.

Awful. We set up an appointment with A&E. They came out and diagnosed the problem with the refrigerator. Next, they just needed to call our home warranty service with the diagnosis and the work could begin. But they refused, and then left! We called our home warranty service, and they couldn't find A&E in their database as a contractor. We called A&E back, and they insisted they were in the home warranty's system. A&E refused to call the home warranty company to clear things up. Why?? This makes no sense! They're losing work from us, and you would think they'd realize that they are losing a lot of jobs by having incorrect information in a home warranty system. It's to their own benefit to call and correct it. The worst part of all of this was Alice, the Customer Service Rep at A&E. She would not listen for even a moment, and kept insisting the Home Warranty Service should call THEM. This clearly makes no sense--they don't have your contact information, Alice. You're not in their system. This is the WHOLE point. It's literally the entire issue. And if you are in the system, there is a problem with the information in there which is keeping them from finding you, and *you* need to correct it. They literally CAN'T call you. To top off her refusal to even attempt to understand the situation, she was rude and condescending. She was the worst experience I've had with customer service in a LONG time.

Two different technicians came out (one each visit). Both were very nice, but didn't see to have the foggiest idea what the problem might be. Both ordered parts that weren't needed. I got fed up and called a competitor. One quick visit and he properly diagnosed the problem, ordered a part, and about a week later everything was working great. Once I determined that the second part that was ordered was not needed, I called a&e and told them to cancel the parts. They have repeatedly promised a refund for the non-delivered parts, but they have just kept the money. I would not under any circumstance use a&e again!

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They are excellent. I don''t have to pay anything since I have warranties. They are very knowledgeable, easy to work with, and are very nice. I have a very challenging washer and dryer and they are always able to fix it with no trouble. I am very thankful

I got the company name directly from Samsung as a repair service in my area. I didn't see the reviews here, and I am so sorry! Well, I was first upset that it was going to take two days for someone to come out. Then they showed up at the tail end of the service call time frame, which, ok, it was still in the time frame, but 15 minutes until the end of it without a phone call to let us know when they were on the way. The service man had to make a call to see what to do. He pushed a couple of buttons and said it had been kicked into demo mode. I told him I had called Samsung and they told me to do the same thing with the same buttons for the same reason, but it hadn't worked. He said he pushed them just right so this time it would work. We waited a couple of hours after he left to give it time to cool, and it did not. I called the company back that night to let them know they didn't actually repair our fridge and they said they couldn't get a guy back out until Saturday (two days later). Not happy to wait another couple of days, but ok. When we didn't get a confirmation call the day before (as they said we would), so I called to make sure they were coming. The person on the phone tells me the appointment was for the next Saturday - over a week! We cancelled the appointment and are trying to get our money back. We have had to call another repair company. I have contacted Samsung to let them know they should not recommend this company in the future.

It is going horribly. Door arrived with defects and technician (Robert) said someone with A&E would contact us about what A&E was going to do. Never happened. One day after door was installed, ice-maker stopped working. Called this in, an appointment was scheduled, no one ever showed up. Tried to contact A&E and they said we were cancelled even after they confirmed they would be out on June 9 between 1 and 5 pm for the ic-maker repair. Also one technician kept blaming the other for having the door replaced initially. So here we sit with no ice-maker for 5 days and counting. A really rotten company.

repair done by A & E lasted less than 2 weeks and A & E technician was 1.5 hours late for that appt. Have called for A & E technician to come back out, was called 30 minutes before end of appt time only to be told A & E technician could not come as promised and that next available appt would be in 3 days. These "appointments" require you to be available for a 4 hour period of time at their becken call - which is an inconvenience for anyone, the very least they could do is show up during that time period. Have now called another company, will not use A & E again because of the inconvenience they have caused me twice and the inability of the A & E technician to properly diagnose the problem with my appliance in the first place. A & E service was lousy, their lack of care for the customer was very disappointing. I feel taken advantage of and that A & E could care less about what they put me through. I am also not very happy that the manufacturer recommends these people for "factory authorized" service. As I sit with an empty refrigerator and all my food disbursed to kind neighbor's refrigerators to hold for me, I can only hope that folks at A & E who are responsible for providing this lousy serivce to me, can have the same experience and see first hand how it disrupts your life - it is really "too much to ask" to want good, quality, prompt service theses days? Really sad...

Horrendous experience dealing with the 800 number. Took 6 calls, and still no resolution. Tech was unable to repair on initial visit, but the follow up visit, after being promised next day was scheduled 3 weeks out. Asked to speak to supervisor only to be forced to listen to rap music for 30 minutes, finally giving up. I would NEVER, EVER, EVER use these people again. I would suggest no one else use them either - terrible service, terrible follow through, awful experience all around.

They arrived when they said they would. The two service men were clean cut and dressed very professionally. The clean up afterwards was fair. They took away all the old parts and cardboard from the parts that were ordered. They did the job they said they would.

We had a 3 year old Maytag Dryer. It sounded like it was tumbling rocks when it was in use. Our normal repair person said he'd encountered that and that the drum needed replacement. But we were forced to use A&E under our extended warranty with Home Depot. A & E came out 3 times (starting in May, 2011) and each time they told us the problem was something other than what the previous guy said. The "fix" would last a from week to being back the next day . Our warranty expired near the end of July, 2011. They came back one time after that but despite not fixing the dryer and leaving us with the same issue, they refused to come back again because our warranty had expired. If we had a new problem we could understand their refusal to return but this was the same exact problem that they had attempted to fix twice before. Conveniently, the 2nd guy couldn't find any records that the first guy had done any work on the dryer. And I think the third guy said that neither the belt nor the rollers could possibly be the cause. All he did was adjust the position of the drum and said we'd just have to keep taking the dryer apart and doing that with a pry bar. Imagine, every time you want to dry your clothes, you have to dismantle your dryer, pry the drum back into position and reassemble the dryer. They wasted a lot of my time and I still had a malfunctioning dryer. We resent being lead on until the warranty expired. Needless to say we wouldn't have called them back a third time, when they couldn't fix it after two tries, but we were constrained by Home Depot. We are only grateful that it just cost us time, not money.

I required new grease filtersfor my ventilation top. The tech ordered them and had them shipped to my house because I could put them in and not have to wait for another appointment. The filters were the wrong size and I had to wait until Dec 1st for new ones. The tech came and they were the wrong size. The tech left the wrong ones and stated I would have the correct filters by 12/13/2010. I got a voice recorded call on the 13th stating there is a delay. Monday of this week (2/21/2011) and I called and asked about the filters and was told they were on backorder. At that point since it has been over 3 months and no communication I asked for someone to come get the filters and reimburse me the money I paid for the filters. I was told a tech would come on 2/24. I got a call from the tech, no UPS was supposed to pick them up next week sometime. I also got another call from A&E finance stating until they got the filters they wouldn't reimburse me. Lousy customer service and obviously unqualified technicans. I will never use them again.

A&E techs have been to my home 4 times now for the same service request on my new dryer. When I schedule an appointment, I'm given a window of time for the tech to arrive; and each time, the tech has been late beyond the window of time. I've had to use 4 days of leave from work. Each time someone come to my home to repair my dryer, I have to reexplain the problem again. They keep no record of the previous tech's visit. Every tech that has shown, thinks this is the first time that anyone has come to service the appliance. They stay for 5 min then tell me that they need to reschedule because because of various reasons. The most recent appt was today. During today's appt, I was told that I needed to either sign a waiver stating that A&E wouldn't be held liable for any damage caused to my cabinets during the repair; or have my kitchen remodelers remove the dryer from the cabinet before it can be serviced. None of the previous techs have told me that I must have someone remove the dryer for them. I have always been told that the tech simply needs a helper for removing the dryer from my cabinet. I asked if I could simply remove the cabinet doors for them for easier accessibility. The tech stated that because the cabinet was European, the hinges weren't simple enough to remove. I pointed out that the screws in the hinges only required a Phillips head screwdriver. Then the tech told me that I wouldn't be able to screw the cabinet door hinges back in because I wouldn't be able to make the cabinet door level with the cabinet. (The doors were specifically made for the cabinet, so I don't understand why the doors might not be level after screwing in the hinges.) I was also told that the tech is not allowed to attach the ventilation hose to the dryer, and would need to have an installer take care of it. (So they can repair the dryer, but can't attach a hose?) The tech said that there isn't any way possible for the installer whose attaching the hose to attach the hose before sliding the dryer into the cabinet. I really can't comment on the tech's level of skill, because they haven't done anything. They have been rude, disorganized, and unprepared. During a previous visit, the tech even tried to redirect blame to me for their inadequacies-- telling me that I shouldn't have purchased the dryer; I'm spending to much money on my home remodel. (How would they know what I'm spending?!)

On a Friday night, several weeks ago, my dishwasher began putting off burning plastic smells, some smoke, and part of the control panel melted. After a few days of going back and forth with Whirlpool, I was put in touch with A&E, who put me down for a service appointment for the following Friday (a week after the initial problem). That Friday, a technician arrived, and made a diagnosis of the problem. He said that one part would need to be replaced, and gave us the option to install a 2nd part, which would fix a cosmetic issue, but would cost about another $200. We declined. We wrote him a check, and he ordered the parts. He set up another appointment for a Tuesday, a week and a half later -- their first availability. That Tuesday (2.5 weeks since the initial problem), the technician arrived, installed the parts, but found that more parts were needed. One of the parts was the very part that the other technician said was optional. As my brother was watching the house while the technician worked, he was unable to pay for the additional parts, so the technician said that I should call their call center later to schedule an appointment -- that's when things went from bad and drawn out to ridiculous. When I called in that night, the person I spoke with said that I would have to call back to schedule the appointment. Their system only allows a customer to have one appointment scheduled at a time -- but the appointment they had be scheduled for had already taken place that same day. They had to get a manager involved to clear out my appointment. I was scheduled for a Friday appointment (which would be 3 weeks after the initial problem), which would allow enough time for the additional parts to be ordered and delivered. I was told that someone from parts would follow up with me and provide tracking info so that the appointment could be rescheduled if the parts wouldn't arrive in time. By Thursday at noon, no one had called me, so I called them. I was informed that not only had no parts been ordered, but that the person I spoke with on Tuesday was not able to order parts or even request that parts be ordered. Also, they didn't know what should be ordered. The appointment I had for Friday was for someone to come to my house to take payment (That's it!) because the call center agents are unable to accept payment for some reason. Rather than go around and around with A&E, I called another someone else, who found that one of the connector pins on the wiring harness was charred and would be unsafe to use. The wiring harness was not one of the parts that A&E had planned to replace, which tells me one of 2 things would happen: my dishwasher would have had another failure (with a possible fire), or it wouldn't have worked at all, and I would have spent another week or more and been milked of another $100 or so (adding up to almost $700). I should have been advised to replace the dishwasher. At this point I want some or all of my money back.

The technician came to our home to look at the oven. He said he would order the part scheduled a time to come back to install it. The appointment time came and went without anyone showing up, so I called. They said the part hadn't come in...but no one bothered to call me, so I sat around waiting for hours. Eventually, the work SEEMED to be done. However, we began having the exact same problem with our oven 6 months later. Jenn-Air sent out a different company this time to look at it - thank goodness! Long story...but it appears that the A&E technician forgot to put a trim piece back on our oven when installing the new control panel. Without this trim piece, moisture got into the new $1,000 control panel. It had to be replaced again and I had to pay labor for someone else to do the job correctly. Worst of all, I had to get another trim piece ($250) because the A&E technician took the old one instead of putting it back on our oven! DO NOT USE THIS COMPANY!!!!

The person on the phone told me the repairman would be here between 8:00 and 5:00. OK. So he gets here, was very polite, professional. He seemed to repair the dishwasher. The next time I ran the dishwasher, the same problem occurred. I called to request another appointment. They only use an answering service. There was no way to get him back here the next day. I was told it would be another two days, again between 8:00 and 5:00-no specific time was named. I asked just to have my money refunded. I had already waited around one whole day for him to appear. Wasn't ready to waste another day on that. Anyway I felt I shouldn't have to wait because A) I'd already waited one whole day and B) I'd already paid $136.00. After several minutes of questioning, it was discovered that this answering service is in Texas. They were extremely evasive about how to contact the actual company. They promised to contact me within 48 hours to let me know if I could have my money back. Stay away from these people. There are plenty of local repair services with good reputations that have an actual physical address and phone number. This company was recommended to us by by the store, where we bought all our appliances, and whom I have already filed a report on previously.