A & E Factory Service

Had service twice on my refrigerator. I needed an ice maker assembly installed. The first time I waited 12 hours and the second time 6 hours. The technician was good but the service delays were unacceptable and unreasonable. They never called me to update me– I had to call them. If possible to rate lower than 1 star I would rate them –1 star. Find a good customer service company other than A&E.

I know it says evergreen, co but service was in broomfield, co. They have come out twice. Once to fix my very old dryer and another time to fix my very old washing machine. Both visits were good. Two different service guys. But they fixed my problem and now my appliances work. They were pleasant and efficient. Costs seemed reasonable. I was very pleased. I know my comments are far different from everyone elses. But I would use them again.

We made an appointment on July 6^th for our dryer to be looked at, the technician came, ordered 2 parts, and said the earliest he could come back was the 20^th. The evening of the 19^th both my husband and I received calls from A&E saying we were the technician’s 1^st stop and they would arrive by 10 am. On the 20^th I called A&E at 10:23 to inquire where our technician was. The first person I spoke with said that he was checking, and the appointment had a slot from 8 – 12, so someone would still come by 12. I asked to be transferred to a supervisor at which point I reached Evette. Evette informed me that no technician was assigned, and she could reschedule me from Friday, the 24^th. I told her we could not wait another 5 days, we stayed home to make this appointment that A&E confirmed twice. She said she might be able to reimburse us for laundry cost only (not time missed from work, or spent going to the laundromat), and after being on the phone for about 30 minutes she hung up on me. I called back. and was told that there was a problem with the route and the technician was not able to come. A&E never called to let me know they weren’t coming. They then offered to re-​schedule for the 28^th, I asked to speak to another supervisor because waiting another 8 days seemed unreasonable, and this supervisor (Camille) hung up on me again. At this point I have been on the phone over an hour. I am upset because A&E scheduled the appointment, A&E confirmed the appointment twice, then didn’t show, didn’t call to cancel, hung up on me, tried to reschedule for the 24^th, then the 28^th, then hung up so I don’t even know if I have an appointment. Their customer service has been appalling.

This company does not even deserve a star! First they have a 5 hour window. Like I had 5 hours to just sit and wait. 2^nd the repair guy did not fix the water drip issue on our fridge, but instead he caused a flood in our house after doing a crappy job fixing the water line. Now our hard wood floors are ruined, tile ruined, cabinets, carpet and dry wall all ruined! Everything in the basement below the fridge was ruined, including irreplaceable personal items. They are horrible to deal with and our fridge is still not fixed! Now no one will return calls and keep telling us to call someone else who tell us to all A&E. DO NOT USE!!!

AWFUL! Unfortunately they are the repair company for General Electric. A five hour appointment that is a no show. I was kept on hold for over 25 minutes trying to find out where the service person is…

UPDATE: they were a no-​show again for the 2^nd appointment (another 5hr window) and again I had to call them to figure out what was happening — do yourself a favor and if they fail you like this, get in contact with the customer relations dept of your appliance manufacturer and they will work with you. In my case, GE is now allowing me to find a local appliance repair rep to service my dishwasher and GE will pay the bill.
Negative stars if that was possible.

If you are thinking about this company vs another choose the other. Not even close. Expect to get taken advantage of, given the run around, still not have working appliances, and be told it’s your fault.
If you’re gonna pick up the phone to call this company it’s on you. –5 stars. If I had time I would call the better business bureau. Clearly the only reason they are in business is because they have no competition.

So third time was not a charm. Another attempt, another lost day from work and another failure. Best part is no one will do anything but schedule another appointment.

We bought a washer and dryer from Lowe’s and a & e Factory Service is their outsourced repair company. Our dryer has broken three times over the last several months. Each time a & e comes, they tell us they have to order parts and we wait for days/​weeks and then have to schedule another appointment. These appointments are always four hour windows during the work day, so we continue to miss work for them. Not to mention with a family of four we had to pay to send our laundry out because of the time we had no dryer. a & e has all the parts shipped to our house and we’re supposed to inventory them. When they came again this morning and the guy asks me what’s wrong with it and what has previously been repaired. I told him I didn’t know and said they have a record of it. No apparently it’s our job as the customer to remember the details of each repair and keep track of all the receipts and inventory lists they’ve given us. On top of that I find it coersive that they have you take a «customer service survey» given by the repair man verbally and he enters the answers for you. At the first appointment, I felt I couldn’t be honest. At today’s appointment, when the repairman knew I was upset I noticed he declined the survey on his screen. It must be easy for them to show good customer surveys when they approach it this way. This is the worst customer service I’ve ever encountered.

Tried calling the 800 to confirm my appointment. Always got a recording. THE WORST CUSOMER SERVICE EVER.

As of 11÷11÷13, here is the status of my relationship with A and E. Cody Hotle, the district manager, has had to deal with me on several occasions. He paid close attention and gave me a quicker appointment than November 15^th. The tech came out on October 28^th. They gave me a 1 hour block of time between 2−3pm. They showed up around 3:45pm. Mort, a so-​called, senior technician tells me he cleaned out my dryer inside and out and it should be as good as new. On Wednesday, 10÷30÷13, I realize I have the same problem. I call Cody up immediately. He sets me up with an appointment for 11÷8÷13 for the 2^nd appointment of the day between 8am-​12pm.
The tech, Cheryl, arrives at 11:30. So with all 3 appointments I have given A and E, 10 hours of my free time. Cheryl says that I need a new dryer, the motor is shot, blah blah blah. She can’t get any readings. Now I have 3 different techs with 3 different diagnoses. I was going to call Cody and let him know, but I am pretty sure his company is going down in flames anyways.
WORST COMPANY EVER. Don’t buy anything from SEARS because this is the company they make you go through if you want anything fixed. This company is a perfect example of how NOT to do business. Never on time. Never get the job done right the first time and cannot be trusted. Complete and total trash.
[] [] [] [] [] 5 Garbage cans for A and E.
The only company worse is Autonation Denver, but it’s very close.

Horrible! Don’t deserve one star. My new fridge is under warranty with whirlpool and unfortunately this is who they contract with. I have been waiting for a month and half. They came out then had to order parts and then three weeks ago I took another day off work to wait and they NO SHOWED!!! No call nothing! I called and they claim the technician went home sick. I told them off and they said they would reschedule me for 3 weeks later!!! Offer to call if they had a cancellation but that never happened. I keep calling and they are just worthless. I called whirlpool and complained about them. Whirlpool extended my warranty because of my troubles. I encourage anyone to call whatever company they are contracted with so they lose that contract.

These people suck!
I believe in giving a company a second chance, especially a larger company with employees out on their own who can affect their operations and reputation. So when I had my first VERY BAD experience, I chalked it up to «I have to pay for someone else’s bad day.» Here’s how it went down:
I live in the suburbs far enough out that some companies won’t venture. A & E, for instance, only books calls every couple of days in my area. So, I had an appliance go out, called for an appointment, and was give a window of time that I could expect the technician. To keep the story short, THEY DIDN’T SHOW UP and THEY DIDN’T CALL TO CANCEL OR RESCHEDULE. In fact when I called to complain, they pretended that they never even had a service call for my address. After nearly an hour on the phone and an elevation to the supervisor, they conceded that it was their mistake and they re-​booked my appointment for another day.
I’m exasperated by this whole event: I’m inconvenienced by my appliance not being available and the inconvenience is aggravated by having to be stranded at home (having taken time off from my job) waiting for their technician to appear sometime during their window, not once but twice.
Like I said, I gave them a second chance.
This time, my fridge went out. I had more than a hundred dollars worth of food in the thing, because I’d just been to the store. It was Wednesday when I discovered it, and I immediately got on the phone. Good fortune – A&E had an appointment available Thursday PM, with a window of 1 – 5. I took the afternoon off from work and made sure I was home before 1. By 4:30 they hadn’t shown; having been in this situation before, I knew to call.
The dispatcher assured me that the tech was on his way, don’t worry. At 5:30, he hadn’t shown so I called the dispatcher again. This time I learned that he wasn’t coming, that he had tried to call me and that I would have to reschedule.
This review is already getting too lengthy for me to go on and on. So now here it is after 5:30 on a Thursday afternoon – what hope did I have of finding somebody that could get out there and fix it before the weekend!
TWICE this company failed to show up for appointments. I guess I share some blame. You know the adage: fool me once shame on you, fool me twice shame on me. Not only will I never use this crappy company again, I will never buy home appliances from Sears again because of A&E.
You were warned. Learn from my mistakes.

This is a national company but I want to make sure that everyone knows that they have the worst customer service. They don’t meet their service call windows and they don’t care. They service Sears and all the warranties on the major appliances. If you have a warranty issue you’ll deal with them. Don’t be surprised to have the worse experience with them. Google A&E Factory Service reviews and you’ll see what I mean. If you can use someone else DO SO!