A & E FACTORY SERVICE

First serviceman arrived as scheduled said we needed ice maker water line part needed and that it was covered completely. He ordered the part and scheduled appointment for the following week. The part arrived in time for next appointment. A different serviceman arrived to install the part, seems it was the day off for the previous serviceman. Why schedule an appointment for a day on which you are not working? 2nd man had to call 1st man to discuss issues etc. The new service person replaced the part and ice-maker still did not work. Seems it was misdiagnosed by the first serviceman. It wasn't the water line that he just replaced but a bad sensor (why the first man didn't check the sensor is beyond me). Of course the sensor was not covered and it would cost $374.00 for parts and labor to replace this sensor. The line just installed would not work without this sensor. We opted not to pay this amount for a sensor for a product that only cost us $800 when we purchased it. We ended up still having to pay $70.20 in service fee charge for this "diagnosis" call. The 2nd serviceman was pleasant and didn't charge us for the line that didn't need replacing and didn't remove the new part he installed. He stated the first person should not have told us there would be no service call fee. Addition to review: 2 hours after service man left we hear ice falling into the ice bin The ice maker is working so obviously it was the original problem and the covered part did the job and it did not need the $374.00 sensor the 2nd serviceman said we needed. Glad we made the decision not to have it installed.

I purchased a washing machine on January 8th of this year. The machine is 4 months old and it just started making a noise that is not a normal noise. When the machine comes to the spin it lets out a blood curdling shriek that sounds like metal grinding on metal. I called Whirlpool Wednesday and they gave me A & E Service to call. I called the number that was given to me by Whirlpool and A & E set up an appointment between 1 and 5. After 4 pm the manager called to tell me the tech was not coming and gave some excuse that the tech had been pulled off the route. They then gave me another appointment for today with the same time frame. I called this morning to make sure the technician was going to come today and was assured that he would be coming today. The technician called and said he was just finishing up a job and he will be on his way to my home. Not long afterwords I received a call from A & E to inform me that he would not be coming. They said he had a family emergency but I do not believe this because when I spoke to him he did not say anything otherwise. I tried to call A & E about this and they said they did not have any other technicians that could take the call. Now I'm stuck over the weekend with a machine that does not work. They always tell me the mornings are booked up and I'm frustrated by this company giving me the run around.

The service technician determined that my problem was plumbing-related, and not a problem with the washing machine. So I was charged the $75.00 for the service call, and another $62 to tell me that the washer was okay. The extra $62 seemed very unreasonable, considering that the tech was not here for very long. He felt bad about it too!