A&E Factory Service LLC

If I could give this company a -10 stars I would! The customer service is of no service. We have been told 3 times a technician will show the next day between the hours of 8am-5pm(est), and after 5pm we’re still waiting- technician never showed or tried to contact us. We’ve been without a dishwasher for 3 months and we’re still waiting on a technician to come out to complete the job. After placing us on the schedule for the 4th time, conveniently after hours we’ve been given a voicemail to reschedule our service another month! This is absolutely uncalled for! Considering this is the holidays and family/friends visits- I am not about to spend my entire holiday season hand washing dishes when I have a perfectly good dishwasher that should have been fixed well over 3 months ago.

unknown

I wish I could give them zero stars. Terrible customer service, they cancelled my service call 10 minutes before the technician was at my house. He was literally around the corner when he called to tell me it had been deleted from his schedule. He stated that he was unable to come to my house without the schedule and left the area. They have almost no availability for scheduling. When I called, I was giving the run around and transferred to multiple people. I went through two supervisors with no help whatsoever. They never called back when they promised they said they would. I have gone almost a month without a working freezer because of their incompetence. If I wasn't forced to use them as part of my extended warranty, I would have given up by now. Unfortunately, I am locked in to them and will be forced to suffer...

The first thing the repair man said was in 20 years he had worked on 2 units of this brand. Then he spent 40 min trying too run the code that he was following step by step from his instructions and could not figure it out. He made a call and decided that they needed a part. I paid my service contract amount since I have AHS. He rescheduled for a different date. We told him it needed 2 people to pull out the unit. The whole time he was he at this point he whined the whole time about all the wires this oven has in the back. He was not happy about being given this task and made it obvious. Part came and they returned on given date. Second guy that came to help. The impression this guy gave me was that is was a know it all...however he had never worked on this brand! My confidence level was fading very fast. Then they handed me a piece of paper to sign that said if they ruin, drop, damage anything pulling out the unit they are not responsible. I was not happy. First I had no confidence since they had never worked on the unit, second they never told me the time before. I would have called my insurance co to see if it was covered, etc. now that this was presented seconds before these guys were getting ready to work on the unit I was stunned. I said I needed to speak to a supervisor to see if there were any other guys who may know more about how to work on the unit. I understand they wanted to cover their butts but these guys already told me they had no idea what they were doing. I said what if you drop it, they said...we will try not to but if we do then then the "cover your butt form" (my words not there) covers us. They told me I was basically being hysterical because I wanted to speak to someone else about it. When I said again I wanted a supervisor the first guy that had come said I am a supervisor. (Right). Then I said I want the number of his boss...with that they closed down their computers and headed for the door. Told me they had other work to do. As they were walking I asked several time for their names. Reluctantly they gave them to me. Peter and Dale. I immediately call customer service. I spoke to an offshore person so I said I need to speak to someone locally. They transferred me to a male who I thought was American. (Sadly after you hear what he said). I when through a quick synopsis and asked what would you do. His answer and I quote "I would never use A and E Factory Service and I would never buy from Sears (parent company) so I would not have to make that discussion". I said excuse me..he repeated it again. He then transferred me to someone else. I was in shock and still am. Sears took my info and was going to have someone call me back but that has not happened. I still have a double oven that does not work!

I bought a 3 year repair protection agreement for 5 large appliances from this company about 2 years ago. On each of the 2 occasions I called to schedule a repair, I was given a repair date requiring an inordinately long wait. In 1/2012 I was given a date 8 days out for the repair of my dishwasher. Most recently, I was given a date 10 days out for the repair of my dryer. Not being able to wait 10 full days to have my clothes dryer functioning again, I had it repaired by someone else and cancelled my appointment with A&E. I fully suspect having a Repair Protection Agreement (for which I paid $552--thus the F for price) puts my service orders on the slow track for scheduling, as I have already paid the company upfront. I feel duped. My contract is serviced by the Chesapeake Service District, 597 Ordnance Rd., Glen Burnie, MD 21060. Very disappointing.