A&E Factory Service

Had the worst service call I have ever experienced yesterday. Finally told the service person they needed to leave after 10 minutes of talking to me like I was an idiot and would not even listen to me when I was trying to explain what was wrong. Unfortunately, this is the company GE keeps sending.

We have a fairly new front loading washer that needed the drum replaced. When the technician left the new drum was covered in some weird sticky goo that I had to scrub off. Luckily the first load I washed after that was replaced was floor mats. Our floor was scuffed, the top of the washer is scuffed as well. There were supposed to be two technicians, but the one managed to figure out doing it himself. Apparently at the cost of our floor and the finish of our previously perfect washer. Fast forward to a week later (last night) and I was checking on a load of wash that I finished about 36 hours prior. I opened the front of the wash and was hit with about 5 gallons of water that came pouring out of the washer! I quickly closed the door and ran the rinse/spin cycle. While that was running I got to spend a good 30 minutes mopping up the spilled water. Some of which I couldn't get at since it's under the washer. Once the load was done I noticed that the washer is now constantly dripping ... causing it to slowly fill up. We called Sears the next morning to let them know what was happening and that our washer can't be left open or it will flood our laundry room, and if closed then it'll be full of water within less than a day. After 2 calls made, 2 requests to talk to a manager, 1 actual 'manager', 1 more handoff, we have the same terrible answer : "Our next available appointment is on January 4th." Not only were ZERO cares given about our situation, the attitude, the tone, the mumbling, the sarcasm about offering up even later dates of service ... it was appalling. On my last call I was finally given the name and number of the actual company that handles Sears' service calls : A&E Factory Service. Let's talk about their amazing customer service! At least this gal used the word "sorry." but the same ridiculous answer was given; they'll see us in the New Year. I asked what they recommend we do exactly while we wait for this appointment and no answers were given. She explained that customers can't talk to techs, which I didn't ask to do. I simply asked if someone on their side had any suggestions for how we should handle this issue since it only started after they worked on the washer. She went silent, then just said that it sounded like I was all set with our appointment. Apparently no one on their side is allowed to talk to technicians, therefore no one can actually help a customer with anything other than setting up the "next available appointment". We have a family of four with two small kids and the idea that we can't do laundry for 3-4 days is absurd. I asked each company what they were willing to do to help us and no answers were given. I asked if they would cover the cost to have us hire someone else to come out and fix this, the answer was 'no', but that if we needed to report a claim on damages to our house due to the flooding they'd give us that number. Oh boy, I can only imagine the help we'd get with that! Consider yourself warned. Sears Home Service was the worst and they keep great company with contracting out to A&E Factory Service. They offer 90-day guarantee on their work (whatever that means), and we're anticipating more calls being made. We sorely regret not just hiring a great appliance repairman to handle what should have been a simple repair.

This time (and believe me there's been many times over the years) my Dishwasher started flooding my floor on Dec. 2. I have a Protection Agreement with Sears so I called them. In the past they had told me that Washers & Dryers were not emergencies if they broke, but other appliances such as Dishwashers, Ovens, and Refrigerators were. Now, Dishwashers had joined the group of non-emergency appliances. I'm sure if I called about the 2 remaining on the list they would also suddenly be non-emergencies. The usual out-sourced person in another country took the call. They told me it was no emergency and they needed to send out parts (gasket & hinges) and the next appt. would be on the 8th.Well, a so-called gasket arrived by UPS (2" in diameter - perfect for a Barbie doll sized dishwasher) and that was it. On the 8th, an A&E repairman shows up and says he has issues with my dogs. I've lived here for almost 25 years, and had 100's of repairmen come out, and NONE have ever had such an issue. I put the dogs away (which I NEVER do for anyone) and he came in my house. He immediately said it 'stunk of dog' and he couldn't breathe, or stay to work, and he walked out. He actually walked out right into the area where my dogs were running around, because he wanted to leave so fast.Then it was another call to Sears who must have apologized 300 times if they did it once - that is the ONLY thing they are good at doing. I tried to tell the people in the various foreign countries that I need a new heating element since the calrod was corroded but they said 'oh, you need a thermostat.' Hopeless. I do know when I can see a corroded heating element, it?s not a thermostat.Another appt finally came rolling around after the ones on the 15th and 16th got cancelled by Sears (unbeknownst to me) and a good repairman came out on the 17th. He laughed at the Barbie doll gasket they sent but fortunately he had a full-size one in his van. He got that installed so finally after over 2 weeks, there is no more flooding. But the heating element is still broken. I had finally convinced a Customer Solutions rep to order it the day before, so now another appt had to be made. The repairman confirmed that was the correct thing to order. It's a good thing I can self-diagnosis what my appliances need!Finally, today that next appt rolled around and there was concern since UPS hadn't delivered it, then they did right after the repairman called, so I had to call and call to get him back. As of today, 32 phone calls and well over 40 hours of my time later, the dishwasher finally has a new heating element and works. The repairmen at A&E, for the most part, are polite and do the job. Then there's the rude ones (like saying my house stunk) and also the sloppy ones like a guy repairing the washing machine who put his oily tools down directly on clean clothes after I told him to STOP. Those items were forever ruined.Sears uses this company but Sears is totally mixed up. They didn't even know those parts were on order, as their right hand doesn't know what the left hand is doing, much less speak English. If I were rating Sears, they would get a -1000 so the 1-star I gave A&E is very nice in comparison. It's for their disconnect with Sears (their phone people are as bad as Sears) and those very rude or very dirty employees they occasionally send out. Run as far and fast as you can away from Sears and everything associated with Sears. You can see that by all the other reviews online!

Three different techs came out to fix our dishwasher, three different times (visits). Each time the tech said it was fixed and running. Each time we tried to run it, it was still broken. We brought out another company (4th time) and they determined that the dishwasher heating element had melted part of the discharge line/route and the entire tub had to be replaced. In short, the entire unit had to be replaced.

By phone I was told it would cost $98 for the service call. When Kenny Fisher came he said the unit would need to be dismantled to replace the switch when he came back it only took him 15 minutes to replace it. He still charged me $318.

The serviceman looked at the washer and immediately I was pretty sure he had decided that the main problem was that I was overloading the washer (which I don't do - I have had top loading high efficiency washers for three years). Sure enough, he evaluated the washer, found nothing wrong, and proceeded to tell my husband (who had stopped home from work for a little by concidence) all the things I was doing wrong with the washer. He was incredibly patronizing to speak to my husband instead of me, despite the fact that I had made the service call. He contends that there is nothing wrong with the washer, despite the fact that he did nothing to fix the top of the drum. I certainly hope all the rough plastic doesn't catch any of my clothes on the way into the washer. I would NEVER use AE Factory Service again.

The staff at A&E are at the least impossible to work with, and I would suggest using any other repair company. If you are calling the company you bought your appliance from, expect to get A&E instead. And then, question why, and how much they are going to cost.

I purchased a Whirlpool Duet washing machine in Feb 2012, and over Memorial Day weekend, it stopped working. I couldn't wash anything, and with a 2 year old and a 2 month old, that quickly becomes a problem! I called KitchenAid/Whirlpool and they sent A&E Factory Service to check it out. The A&E technician, Deope, was prompt and professional, and he quickly found and fixed the problem (the pump). He was patient with my curious cat and toddler, and duly admired my new baby. He also provided some great money-saving maintenance tips for the type of washing machine that I have (front loader - he said to prevent mildew, run it monthly with a cup of vinegar or bleach, no need for expensive special cleanser. And of course to leave the door open, and to empty the soap tray of water and leave that open too). I will definitely call them myself if I ever need another large appliance repair - highly recommended.

Service Tech Tony arrived on time, was courteous & professional. He performed thorough check-out of all seals and gaskets. He determined there was no problem with the dishwasher, the leaking was caused by our prewashing of the dishes with dish soap, and the residual soap building up in the dishwasher - causing over-sudsing and leaking. He thoroughly explained and demonstrated how this was occurring. Overall - very professional and thorough.

I had a very bad experience with them. They came in to repair a refrigerator but they didn’t end up fixing it. It was not much with the company but it was particularly with that repair man that came out several times. They gave a card to sell out like how I liked the company. I brought a refrigerator form Sears and it was repaired. I don’t think it was technicians fault in that. The basic that thing that I didn’t like was they had come several times to fix the ice-maker and first time they had to order the part, second time may be another part and then third time they had to order a whole new door of the ice maker. The part that I didn’t like was they came out quite a few times about six times and through those times they said it was fixed but then when they were driving out the driveway I went to get some ice but it didn’t work. So this happened twice and when I tried after the technician was gone. Then the next repairman came in and said this should have never happened as they should have never left before it was tested. I just figured that the technician just didn’t want to get it fixed and just left. It didn’t cost me anything as the refrigerator was under warranty. It was just frustrating the whole experience and it wasn’t anything regarding our refrigerator. They did come out when I called and their punctuality was okay. They seemed professional but they just left me tiring without doing anything. I would never use them again.