A&E Factory Service, Ontario Service District

TERRIBLE SERVICE –RUDE SERVICEMAN –MISSED APPT — DO NOT USE — 92 BAD reviews! Firstly, my GE Fridge broke AGAIN and I had to wait 3 days to get an appointment!!! This should have been an emergency since it’s a fridge and I’m losing expensive food!!! The A&E technician calls me the day of appt. and said he can’t find street parking. I’ve lived here 20 years and have always found a spot. I tried to help by staying on the phone directing him to various neighboring streets that should have a parking spot. THEN After only 1 minute he says he’s leaving and I have to reschedule. Sounds like someone wanted to go to lunch early!
Meanwhile all my food is melting in my fridge!!!
So I then offered to move my car and give him my parking spot because I need this fixed… He hung up and left!!!
NOT PROFESSIONAL — NOT RELIABLE — DO NOT USE!!!
Filed a complaint with the BETTER BUSINESS BUREAU.
Also DEPT. Of consumer affairs.
Depending on the severity of the complaint, the Bureau may take one of the following actions against the service dealer:
issue a citation/​fine
put on probation
suspend their registration
revoked their registration
file misdemeanor infractions, criminal fines and jail time
15. The service dealer did not arrive in the window of time that they said they would, what is my recourse?
If the service dealer fails to keep the appointment within a 4-​hour window, the consumer has the right to file a claim in small claims court and sue for «actual damages» incurred. Consumers, on their own, can bring an action in small claims court against the retailer for lost wages, expenses actually incurred, or other damages up to $ 500. However, the company must employ at least 25 employees to be liable for damages, which exempts a lot of service dealers.

Failed to show up! Called three times after my service guy called a said it would be now be 1pm, not 8−12pm! I said cool. At 1:20 I call again, they said wait by the phone, he’s on his way! Cool! Called at 2:20, he’s not coming. Can we reschedule for Saturday! My problem is, I don’t live here and I made this appointment three days ago. And I flew into town for this appointment! Won’t be here for months! Thus I can’t rent my apartment via Airbnb, without a working washer. Thanks guys.
You have to do better.
Don’t call Sears for repairs in downtown LA because the just send you to these guys!

The worst service ever. First time came out they did not have part. Was mailed to me and then I had to wait another week for the serviceman to come. I was told they would be here between 8am & 12pm did not happen. I called them and they said would be here by 2pm was running late 3:22pm still no one I am still waiting. I wasted my whole day waiting for these people. Unfortunately I have a warranty and this is who they use.
(this is the Govt site for service repairs)
15. The service dealer did not arrive in the window of time that they said they would, what is my recourse?
If the service dealer fails to keep the appointment within a 4-​hour window, the consumer has the right to file a claim in small claims court and sue for «actual damages» incurred. Consumers, on their own, can bring an action in small claims court against the retailer for lost wages, expenses actually incurred, or other damages up to $ 500. However, the company must employ at least 25 employees to be liable for damages, which exempts a lot of service dealers.

charge $ 99 and do nothings… they dont know how to repair ref!

My experience with this company has been excellent until now, they have done the work just right!

Highly unprofessional. Avoid at all costs, they will do nothing for you.
Scheduled service for 1−5pm, Martin called me multiple times telling me to give him the directions, (seriously?) which he finally got after I outlined step-​by-​step directions according to where he was.
After he did not show up for another THREE HOURS, I called him multiple times at 4:30pm to cancel the appointment because I had to be out of the house by 5pm. He didn’t pick up any of my phone calls, and literally as I am locking my door and leaving the house, he calls me to tell me that he is outside at the gate. At 4:57pm.
I thought briefly about just telling him to leave, which in hindsight would’ve been the smart decision, but against my better judgement I decided to let him in. Martin proceeds to tell me that nothing is wrong with my washer, despite the fact that the display constantly glitched out and showed errors, left everything smelling like mildew, and wasn’t draining the water properly.
The worst part is, after doing absolutely nothing, he threatened to «send it to collections» as soon as I mentioned the price he was charging me was high for him not having actually fixed my washer. He repeated this threat multiple times until I wrote him a check then and there. He wouldn’t even leave me an invoice or bill, he wanted the check immediately as if I was some criminal who would avoid payment. And even after this, he proceeded to wait until the check deposit cleared before leaving my house.
This company is disgraceful and the fact that they are still in business is baffling.

This company is a joke. I spent two half days waiting for them & they didn’t show up & when I called them they did not apologize. I would give them zero stars if that was possible.

Just had my oven serviced by Bryan. Couldn’t have had a more positive, knowledgeable, and friendly technician. He offered suggestions about using the convection oven which I never used because I didn’t read up on it. Thank you for sending such a fine representative from your company.

Terrible customer service. After ordering parts and waiting 10 days to get them installed, their service technician does not arrive on time. A day of work wasted. When I try and reschedule they want to reschedule for in another 2 weeks. No work ethic or concept of time. Find anyone else to work with.

Terrible company with very unprofessional customer service, my experience was absolutely TERRIBLE. A&E is all about ripping people off rather than running an honest business. Stay away from them at all cost. Don’t walk «RUN LIKE HELL»

Do not buy Whirlpool fridge from Sears in southern Cal because you will wind up with these people when service is needed. Appointment for leaking water on floor was scheduled for 10a-​2p on 9÷15÷15. Ray did not show until after 3. Said he’d been «backed up» with calls and still had two more after mine. He was courteous though hurried. Diagnosed cause quickly as clogged drain. Charged me $ 262 less 20% coupon discount for 1.75 hours work that he estimated would only take 30 – 40 minutes partly because he spent 20 – 25 minutes fixing his Steamfast device that clogged. Then he replaced water filter and left. When I tried water dispenser it would not work, though it did before service call. Stephanie on phone walked me through bleeding air from system, but it still would not work. She was as helpful as she could be on the phone. She said the technician should have made sure dispenser worked before he left. But she could not schedule another service call before next week when I will be away. Very inefficient to send repairman out, and he does not finish the job because he is overworked or careless. Now a new call is needed. So another guy will be overbooked due to return calls that should have not been necessary.
I believe Sears is the problem because given the volume of bad reviews going back years, Sears has had plenty of time to fix this and they have not.

Run like hell, go to Unilocal and find a decent company
We had to order a part and the tech never showed up to install in, wasted a day off work to accommodate these clowns, getting a 100% refund is taking me 2 weeks to complete
Absolute morons, Parts are way overpriced, Made in China 300% markup
call someone local who has good reviews, Wish I could leave 0 Stars

Avoid this company at all costs if you value your money and sanity! If you use them off warranty, don’t expect to pay a reasonable charge.
My Samsung refrigerator was three days post warranty and to be kind, Samsung paid for the part. I would have to pay for labor. They told me that a repair man would call me to schedule an appointment. Nope! On Monday, A week later, The tech calls me letting me know he was running a little late. I canceled that unexpected appointment and schedule for a week later. During this conversation I let him know that the part was on order already and All I would need is the labor to put the part into my refrigerator. He told me that he would need to come to my house first before he performed the labor. He told me that there will be one charge, the labor charge, but couldn’t tell me how much that would be. I gave him my model number and the part number as well. I told him again that Samsung was paying for it.
When he showed up, he asked me what was wrong with the refrigerator. I reminded him of the diagnosis and told him that the part was on the way. He told me he would need to make a diagnosis himself. All he did, was open the refrigerator door and look at the model number, which he wrote down. He would have to check the truck to see if he had the part! Face palm!
He really did speak English, I don’t have a lot of respect for his comprehension, but he did speak English.
He then turned to me and told me that I would have to pay $ 99 of the $ 236.00 before he could order the part. At this point I was so flustered that All I wanted him was gone. He insisted that I had pre-​pay $ 99 before he could make an appointment to come back and put the part in. He insisted that the $ 99 was part of the full labor charge for putting the part in not a separate charge for his coming in that day. He would not let me look online at other charges that other companies doing the same work charged. He pushed me until he got the $ 99. He kept saying that only a Samsung authorized repair company could work on my refrigerator and that Samsung would not cover this if they were not the company doing the labor. His final quote was $ 236, including the charge for $ 99. He intimidated me. That’s hard to do. I am a doctor. Getting on the $ 99 was his entire reason for coming to the house!
Immediately after he left I went online and found quotes for similar work for under $ 100 in almost every case. I agreed to have the company Serviz, Inc. come The next day to put the part in, as the part was due to arrive tomorrow. One visit, one charge. I also called Samsung and they volunteered to cancel the A & E service, but that I would have to call them myself to get the $ 99 back.
That was a nightmare that took over an hour and over seven people. It began with the number in the man’s handwriting for calling if I had questions or problems. It was wrong. It was a number for Glendale Memorial Hospital. When I finally reach them, they would not allow me to speak with the billing department, but was shuttled to «third-​party escalation.» A Mr. Philip Linirs said that he refused to initiate a refund or connect me to the billing department. He refused to allow me to speak with his supervisor because he had no supervisor. No one above him accepts or makes phone calls. He insisted that the $ 99 was to pay for the drivers labor driving to my house. He tried to say for diagnosis until I reexplained that that didn’t happen.
It turns out, that the $ 99 charge is a standard fee the company charges everybody for a first visit whether diagnosis is needed or not. Their labor charge was 4.3 times greater than the charge I actually paid for someone else to put it in. They are rip off artists and con artists. After reading the other Unilocal reviews I realize that this is their standard warfare technique. No one would work with them if they weren’t held up for the $ 99 charge!
Further research showed that A&E is a joint venture held by Sears and Whirlpool. Easy enough to find online. I have had many similar problems with Sears myself in the past.
Fortunately, I bought the refrigerator on my MasterCard and I also paid the $ 99 on my MasterCard. Citibank is marvelous! They immediately created a chargeback with a permanent refund of my $ 99. They also told me that I have an extended warrantee just because I bought it with my card that will pay for that $ 60 I paid to have it repaired. in fact. I can’t say enough for Citibank. They stood by me for 26 years. I will stand by them for as long as I live.
I also respect Serviz, The company that repaired my refrigerator. The man was clean, polite, respectful and had that part in under 20 minutes… For $ 60.

This company is horrible, I don’t know if this is corporate but shiiiit man! They canceled my service an hour before it was set to be done.

This has to be the worst and most incompetent company. I had a call in with lowes for the repair on my washer that continues to leave detergent stains mixed with oil. The Samsung tech –not from this company– (who has seen this problem before and is familiar with it, even though it doesn’t happen often) suggested we replace the drum as he’s worked on machines with this problem before. Well somehow my service got cancelled w that company. And lowes now sent out this horrible company a&e today to asses the problem. The tech today was clueless as to what these spots were from and kept implying to lowes they were from operator error I. e me. All this guy suggested was to clean out my already cleaned machine (which by the way the Samsung tech looked at last week, saw it was clean and KNEW that wasn’t the issue, and the issue was not from me).
Oh and he couldn’t even tell me how you clean the machine, he told a Samsung guy — who he was on the phone w to trouble shoot– «there’s not one of those buttons» in which I had to step in and show him the buttons to push to clean the machine –because I keep mine clean!
Honestly this was the most incompetent tech who has ever come to my home to look at an appliance. I would stay far away from this company!
Luckily I got on the phone with lowes immediately, voiced my complaint with this company, and the certified Samsung tech from US appliance will be out next week to replace my drum.
DO NOT USE THIS COMPANY !

Sent by GE to repair my hybrid water heater. They did not show up. They later told me they came and I wasn’t home. GE rescheduled the appointment and I called to give them my cell phone number to contact when they arrived. Then A & E told me they do not have anyone qualified to repair the GE water heater. So … not sure which of their stories is true or part true. I live in the Los Angeles Metropolitan area, I would think GE has sold a few of these models around here.

First, let me note.
I purchased a complete kitchen appliance set from Sears. When asked would you like to receive the extended warranty. My response was yes. Glad I did.
A&E, first outsource, are the technicians that Sears uses. Sears does have another outsource which I do not recommended. Best to have A&E respond to warranted services.
I’ve had three issues over the last three years. Each time A&E has responded on time. Clean and efficient work. Thoughtful with the customers needs.
Jose and Alan have been the best. The other I will not mention.
Thank you A&E for your professionalism.
Important note: Don’t forget Unilocalers. Each call response cost. Whether or not you accept the work.

We are having trouble with our LG fridge. Parts ordered. It’s been a six weeks!
First — a weekend appointment is now precious commodity. Whereas it was easy to obtain, it’s now a nightmare. Hey, A&E most of your customers have a 9 – 5 job, it would be beneficial for you guys to be available after 5pm and weekends for repairs.
Second — The call center you contract to handle incoming calls are incompetent and could care less about the incoming calls. They are rude. The have poor people skills and even worse listening skills, it’s as if they filter out anything that the callers are saying. Selective hearing or does the phone go mute on their end when words like, ’ I’ve been waiting a month, where are the parts? When was I going to be told the parts were back ordered.’
While I understand that you, A&E have no control over the manufacturer’s production of parts, you do have control over how happy your customers are.
Lastly, you service technician Victor is wonderful. Great service. Can’t complain about him. But your call center/​phone intake people are horrible. My 4 year old understands simple questions and will converse when asked a question; your call center people makes me want to call the warranty company and ask for another servicer.
Please note that the generous star rating is because of your service technician.
And here I thought the other poor reviews were an anomaly. Nope.

Employees were nice and thoughtful.
BUT
Four visits later — our dishwasher was still broken. We gave up and called the official Bosch service person. Several weeks wait but worth it. They fixed it in thirty minutes. Will never use A & E again. So much for «factory authorized» service.

Terrible company with very unprofessional customer service
I made an appointment with A&E for them to fix my samsung dishwasher.
They initially told us that they would charge $ 65 to send a technician. On the day of the appointment, they told us that the cost will be $ 79.
I called the manager Mark and he told us to go online to find a coupon. The website was down and even he couldn’t access it. So instead of being understanding and giving us the discount he started to argue and was very rude and unprofessional. He insisted that we had misheard the initial quote and was not willing to accept responsibility on behalf of his employees.
Overall, my experience was absolutely TERRIBLE. A&E is all about ripping people off rather than running an honest business. Stay away from them at all cost