A&E Factory Service

We recently purchased a Samsung washing machine from Best Buy which started leaking from the bottom of the back panel. We called Samsung to have the machine fixed because it has been less than a year and they arranged A & E Factory Service to come and diagnose the problem.
Our appointment was schedule between 1 — 5pm. When the technician never showed up just after 5pm, I called to find out what was going on and the person on the phone said the technician was running late. Just after 6pm, I called again to get another update and the person on the phone informed me that my appointment had been cancelled, yet no one ever called to let us know. It was really cute when the person asked if I would like to reschedule the appointment.
Oh yea, let me take another day off to sit around and you not show up, not call and give the worst customer service that I have ever experienced.
I wish I could give a zero star review.
A & E Factory Service is the worst.

Absolutely the worst company I’ve ever had to deal with. I had on going problems with my Kitchen Aid frig and EVERY time they come out its a problem. They came out and the technician didn’t even know how to remove the freezer door to fix the refrigerator. When he left I noticed the drawer wasn’t closing tightly. The next morning it looked like it had snowed in the freezer. I called them and they said they couldn’t get anyone out there for 2 WEEKS!!! Really? You damage my frig and I’m not even at the top of the list for them to come back out. Turned out the guy bent the track the drawer moves on trying to get the door off. We finally get an appointment and I told them I have to be the first apt at 8 AM because this was a huge inconvenience for me to take more time off of work. I even called the night before to remind them. No one shows up. I called them at noon and they tell me the guys late and it would be between 1 and 5!!! I tell them no I have appointments this afternoon and that is not going to work. Once AGAIN they don’t put me at the top of the list. I have to wait another 2 weeks for an appointment. I ask for a supervisor and John tells me once again they can’t commit to the 8 oclock time. I just got a call from the technician he was stuck on another job. I told him to forget the appointment it was rescheduled. He asked me what happened to the refrigerator and when I told him he asked if they had ordered any parts for me, which they hadn’t, he tells me the appointment would have been a waste of time because they didn’t give him part to replace the glides that were broken! Mind blowingly stupid!

Please read my previous reviews. These guys didn’t show AGAIN… I absolutely hate this repair company!!!
I don’t want to deal with them again but because I bought my KENMORE ELITE from SEARS I have to use A&E REPAIR SERVICE!!! NOT AGAIN!

Horrendous — made me wait til very end of window and didnt finish problem. Absolutely horrible.

Terrible.
Scheduled an appointment for my business for​Dec 18​between​1​:​00​PM and​5​:​00​PM. Received an email update that the window was narrowed to Dec 18​between​2​:​45​PM​and​4​:​45​PM​. When technician hadn’t arrived by 4:30PM, called to confirm we were still on schedule. Call center notified me technician had called them, claiming we were not home. We are a business, open to the public from 7am-​7pm. This is an obvious lie. Asked to speak with a supervisor to clarify, but none were available.
Rescheduled to Dec 22​between​1​:​00​PM and​5​:​00​PM​. Day of appointment, received updated window of Dec 22​between​4​:​30​PM​and​6​:​30​PM​. Called to confirm appointment still on at 5:00PM and customer service confirmed. Called again at 6:30PM and told appointment had been rescheduled to Jan 5 with no notification. Again asked to speak with a supervisor, none available.
Called this morning, Dec 23, and was transferred to a supervisor, Philip ID#83 055. Offered to reschedule me to their next available appointment — Jan 5. Really? «I can put you on the cancellation list.» Not exactly the response I’m looking for after being cancelled on TWICE.
No apology and seemed put off by the whole matter. At least he said he would «look into» the initial technician lying about stopping by?
Whatever happened to customer service?

This company does not care about customer service. Their technician came 6 hours late and didn’t even have the courtesy to call. Then he misdiagnosed the problem. When the second technician came out to install the part, he could not address the problem because of the misdiagnosis. Then, they proceed to schedule us 2 weeks later. Mind you now it has been 5 weeks since our initial problem began. Calling customer service and speaking to their supervisor also got us nowhere. They don’t care and customers to them are just like herding cattle – probably worse. This was to fix my LG appliance top of the line dryer that crapped out just over 1 year. LG and A and E are terrible.

The worst service experience I have ever had. Unfortunately, it is obvious that a and e doesn’t care at all about reviews and gets moat of their business directly from sears. Tried to get them to fix our thermador range. First time, no show. Did call, but too busy to make it. Glad we waited! Next time, Jeremy shows up. Unbelievably rude to my wife and then actually tried to kick my dog (a sweet lab). My wife asked him to leave and was afraid of him. Had to pay him to make him go away. No diagnosis and nothing repaired. I called to complain and was shuffled between sears and a and e customer service (several people with such thick accents, I could hardly understsnd). The final solution was that I could write a letter to try to get my money back… but neither sears or a and e service thermador ranges!
Please, please please. If you have a choice, save yourself. Blow your appliance up and buy another before using these clowns.

Worst service ever. We have had 2 deal with them twice in the last couple of months. Not only do they not show up in the time slot, they cancel appointments without calling and rescheduling, so you don’t know they aren’t coming and you waste a day out of work. They mail parts out to us but we don’t receive them. That has happened twice so far. Their customer service is horrendous too. They lie to you to get you off the phone. So far on this time around our appt has been rescheduled by them 5 times in 9 days. We have not had a working dryer in almost 3 weeks. We have 6 of us in the household including a baby. There lack of customer service does not work for us. We had to go through Best Buy who subbed this job out to Sears who subbed this out to A&E. From now on I won’t be buying any big appliance from Best Buy or Sears. I will ask who does the repairs on the product before buying another big appliance. If any company we buy from subs out to sears or A&E we will walk away even if it’s a great deal. The headaches are not worth it, the 15 hours per week on phone calls with them, the lack of showing up. I expect decent customer service.

Worst experience ever. I just hope this company goes out of business
Made an appointment, waited all morning, called a few times, they said the tech would come, no call no show, called again, they said called me. wtf? I had been watching all phone with full signal.
Rescheduled to another, they called on the same day said the tech was sick.
Rescheduled again, no show no call again.

Update 9÷24÷15:
Well, I had rescheduled a repair for today from 8 – 12. No call, no show, AGAIN. I called, they say the tech called in sick, and tried to call me at 10am but got a busy signal. Well, my line has been open all morning, and I have call waiting, so that’s a lie. Their earliest re-​schedule date is October 8^th from 8 – 12.
This is ridiculous.

The worst service company!
They misdiagnosed the problem, they charged for the part. Then they cannot repair and they promised to refund and they did not refund the part that they charged.
I called back and they put me on hold and they passed me around without giving me a refund.

I don’t like giving negative reviews, but this company requires one. We had an issue with a clothes dryer we had one guy come out only to tell us that we needed another week for them to order parts, which is not bad, only their customer service didn’t tell us that we had multiple boxes of parts coming, flubbed on tracking numbers and giving us any info at all. They are really unorganized!
**IMPORTANT**Also, I have to mention the first tech came here and when I offered to pay the service call fee by check he asked if he could have my credit card information, I asked why and he said it was because HE LOSES CHECKS! What the beep… are you serious! You don’t tell a customer that EVER! He said «Yeah I lose them all the time sometimes I keep them for months.»
Anyway, I didn’t want him to have my card details after hearing that, and fearing that he might go happy hour it up on my dime, so I insistently paid by check. Well dude was right, because my check barely cleared and it took over a MONTH. I called in to the company several times and had no solutions, no updates and ZERO help regarding the payment I made, and if it dropped off into space, or dudes McDonalds lunch bag one day.
Also, the first tech was strange and inappropriate, he asked me for a freaken BUTTER KNIFE to use as one of his tools and asked for a garbage bag, and I don’t know what he used it for because he left a ginormous mess! It looked like he shaved a poodle in my laundry room and then turned a fan on, and then danced in it wth!
He talked about drinking alcohol and was eager for me to quickly sign-​off the paperwork because he said «I am off after this» and as I had questions he said «You’re keeping me against my will» for real… como WHAT! How are you even in business by employing randoms like this?! Don’t you guys screen people?
Another guy came and put the parts in, but I’m over it and and I’m over this company. You guys better regulate, or one day be out of business. Look at all these angry folks swapping stories. No bueno A&E! PS and our dryer still cries like La Llorona. #notfixed

I called for an appointment to fix a large wine cooler — i had to wait over a week for an appointment. Once scheduled I rescheduled my time to be there for this appointment (from 3−6pm). The tech calls me at 3 pm and says he can not make it and to reschedule — and that wouldn’t be until 2 weeks later. Total unacceptable and disrespectful of my time that I had to work out for them (to not show up). Bad show…

Well, here it is. My first negative review… and it’s a doozie. One star is too many for this business! I have never been more frustrated just trying to get not one, but two washers repaired under warrantee. Good luck even communicating with the guy who answers the phone. I have formally complained to consumer services with GE because they contract out to these crooks and I don’t want anyone else to have to endure weeks of frustration like I did! Absolute nightmare. I would’ve rather paid to get a reputable company to fix these washers than have them fixed free under warrantee… AND I TRIED! However, GE doesn’t sell the parts when the machines are under one year old and I was forced to use A&E Factory Service. Absolutely ridiculous. Took a month to get them repaired… And the worst part? The technicians acted like they were doing me a favor going above and beyond. Lying, crooked, unreliable company. YOU’VE BEEN WARNED!!!

Called Samsung to get an authorized service agent for repair on the Frig. They gave me A & E phone number and was told by A & E they could come in three days between 8 – 12. I complained about the 4 hour window but they said that is the best they could do. I asked for a phone call before they arrive and they said no. Well they were a no show on our day. I called at 12:20 and they said they should be there soon and the tech was in the area. I said ok. I then called back and said I need to talk to a manager because we wasted half the day and I wanted to know exactly what time the tech was coming. (Appointment times are made in another country) They told me to hold and then came back saying that no tech was coming because none was available. WHAT? NO TECH? How about a phone call! They said what the could do for me was schedule me for another day. WHAT? GEEE What a nice thing to do. How helpful. I called Samsung and they told me that the number of another tech person would be able to came out same day if not then for sure tomorrow. Well that tech co said no they could not and the soonest was in 4 days. This bad review could go on and on but… Samsung «suc%s, AE same boat.
Cant wait till the tech shows up tomorrow.

NOPE, NOPE, NOPE!
Save your money and frustration. My failure to peruse Unilocal reviews ahead of time cost me time and money. The service is perhaps too big to handle anything more than a very simple fix.
That said, the servicemen that came out were very nice and helpful. But the company they work for is hampered by phone reps that simply make any promise necessary and fail to take the required steps to get the job done.
The rep on the phone ensured me (I even asked TWICE!) that they had relayed the needed parts to the scheduled repairman. Nope! The guy showed up and knew nothing about having to bring repair parts. It was a complete waste of time. I felt bad that the two reps wasted their time and mine.
Apparently, the phone reps don’t actually take the time to understand the situation. They are perhaps not trained for anything more than just sending someone out without proper communication.
I will NEVER do business with this company again. There are other places that actually value customer service.
— James K.

This is the worst service company I dealt with!
First they came over to repair my dryer and their technician scratched the appliance while opening it, then they automatically scheduled the next repair date 1 month after without even letting me know the date and time. Then I called them and was able to beat the new date and time out of them. So guess what? They did not show up. So I called them and their technician called me back saying that it was 5:30pm and he cannot do overtime so he does not give a f. I waited all day and cancelled everything just to find out that he ran late and they didn’t even bother to replace him with someone else.
SO, I called them back in hope that they would schedule an appointment next morning or something because that was their fault. YES, YOU WISH!
The guy on the line sounded like he was under some influence and it just became a monologue from my side. When I finished he was silent and I waited for about a minute!!! without any sound from him and when I said «hello» he replied: Yes I am still here! DOH! Really? So I asked him to transfer me to his supervisor, he did and immediately the line went dead. HUH!!!
OK, fine I called them back and spoke to some other guy and he says: You have to call us back tomorrow and reschedule it for NEXT WEEK! because scheduling office is closed now.
Really, if it all ends peacefully with them next week, I will scratch their number from my notes and will never contact them again.
Pathetic!!!

I had a dishwasher repair scheduled for 1÷20÷15. I took off work to be home for the repair window (12 – 5). Two techs contacted me that afternoon. One told me I was a low priority since I was a warranty job. Neither ended up showing. I called after the repair window closed to ask where the tech was. The answer I got was that he was rerouted and I needed to reschedule.
I rescheduled for 1÷31÷15. That morning I get a voicemail saying the tech is sick and I need to reschedule. I called your office to work out a better solution. I had to spend the first 5 minutes trying to convince your customer service rep not to transfer me to Sears. He was sure I was Sears’ customer and not yours. After I finally convinced him that I was indeed an A&E customer since it was your tech that had been assigned to fix my dishwasher, we continued our conversation.
The rep would not give out his full name, email, or phone number. After finding no acceptable solution I finally convinced him to transfer me to his supervisor, Cindy. She is part of your escalation «executive department.» Cindy was short with me and I could tell I was bothering her continuing my push for a better solution. She ended up hanging up on me.
I called back. She did not answer. Eventually her colleague Sheree answered. I could tell she was covering for Cindy since she said Cindy was away from her desk yet Sheree seemed to know all the details of my situation. Sheree was more friendly but at the end of the day was not able to find me a better solution. She did however promise me that my case was being elevated to her manager and that he would call me after he got back from lunch. Not surprisingly, I did not receive a call.
Now it’s Tuesday evening and still no call. I know you are a big company and one customer doesn’t make or break your bottom line. But I thought someone in your organization would have the fortitude and common decency to reach out to me and try to resolve this situation. I guess I was wrong.

Let me add my –1 star review to the slew of negative feedbacks for this company.
My Extended warranty company referred them for my refrigerator that was freezing my food. They sent out a young guy who said since the freezer controls the refrigerator temperature all you can do is turn down the temperature control & left!
Guess he’s never heard of a thermostat, & he never bothered to check the sliding fan part that allows air flow. Either totally lazy or incompetent or Both.
This Company should be on your Do Not Call List!

While I can appreciate that many folks had truly bad customer service experiences with A&E, my wife and I had a very positive service call from Richard for our Maytag refrigerator on Nov 2, 2013.
Scheduling was easy … once I created a user account on
on Nov 1, I picked from long list of available dates/​times over the next 7 days … we selected Nov 2 between 12 – 5 pm.
Service call was professional & quick… we received an automated call at 4:15 pm letting us know that the Technician was running late, but would be there after 5 pm. Richard arrived at 5:02 pm, diagnosed the problem in a few seconds, explained what needed to be done in a very professional and respectful way, and was out the door within 90 minutes.
I knocked off 1 STAR, because no one told us before Richard arrived that there would be a $ 75.00 service call charge. We showed him our Maytag warranty paperwork, and the fee was waived; nonetheless, we should have been informed before he arrived.