A&E Factory Service

TERRIBLE, do NOT use!
I had a technician come last week to diagnose my washing machine problem. Since a part needed to be ordered and sent to my house, the technican scheduled me for another appointment the following week.
I recieved a call in the AM of NEW scheduled appointment to confirm that my part had arrived at my house. The caller said they would let the techncian know and that I would recive a call ½ hr before arrival for service.
After 4hrs of waiting, I was told that I was NOT on schedule since the company received no call from ME saying I had the part. I re counted that the company HAD confirmed THAT A.M., that I had the part!
I was told somehow that information did NOT get into the system and they would be glad to reschedule me for their next available appointment– in one MORE week!
When I stated that was unacceptable, they said, they could also put me on a cancellation list.
VERY noteworthy: I already gave them a payment of OVER $ 200 for work that has NOT been done!
All of this was AFTER speaking to a supervisor! :(

Don’t use them.
I waited for 4 hours and he didn’t show up. Finally the tech called and tried to talk me into coming another day. He said the repair on the oven would take 1 ½ hours. I told him to come and he never showed.
I called their main number and they said they had no record of any tech being assigned to my repair. I told them to forget it!

My scheduled appointment did not come to fruition due to the repair scheduled before me ‘running’ late. The technician was fabulous in keeping me informed so we scheduled for following day. Even though I had to take off work twice, he arrived and finalized the repair within the time frame they promised. Ebineezer was fabulous! Polite, courteous and professional. A+++++++ to this company for fixing a warranty issue with a sharp focus on customer service. THANK YOU EBINEEZER!!!

I engaged Sears to repair a stove at one of my rental properties and they sent someone from Sears Home Services, Chesapeake Service District. He diagnosed a bad circuit board and ordered a new one. When it arrived he installed it. He also scratched the overlay board and had the nerve to write on the 2^nd receipt that it was already scratched and «the landlord» didn’t order a new one. First, HE scratched it. Second, he ordered the parts and he didn’t order one or bring it up to me or the tenant because it wasn’t scratched yet. Third, the overlay board is covered with a plastic shield, so there is no way for a user to scratch it. Only a technician taking the stove apart could scratch it. I called 800−4MY-HOME and they said the technicians supervisor would call me back. They never did. I emailed Sears and got a form letter response telling me how valuable my «suggestion» was and giving me the same number to call. I will never use Sears appliance repair again… this location or any other.

My washer wouldn’t work and Lowe’s contracted this company to fix it. They originally scheduled me with Lennan & Son who did NOT show up nor bother to call on 2 different days. I told Lowe’s to give me another company and they sent A&E factory. The technician not only showed up the morning he was scheduled he was here early not wasting my time. He found the problem, ordered the parts and scheduled me for the next week. He called the day before to remind me of the appointment and make sure we had the parts. He also showed up at the beginning of the time frame he gave me that day too. It took him 30 minutes to replace the part and the washer is good as new. Thank you!!!

My Frigidaire dryer was not performing correctly, and A&E was the company they contracted with to fix it. After reading these reviews, I was pretty spooked. Not only was I worried that the problem wouldn’t be fixed and I’d have wasted an entire day off, but I started thinking that maybe they wouldn’t show up, or they would make the problem worse and I’d be stuck with no dryer! (as has been documented by others on here).
My window was 1 — 5, and the guy called at 4:00 to say he’d be there at 5:30. I appreciated the call. When he did arrive, he fixed a screw in the dryer drum that was loose, and problem solved!
I’m not giving 5 stars because the fix was so easy, but the guy was nice and he did show up when he said he would (even though it was outside the window). My dryer is fixed and I am happy.

We had an estimate done a few weeks ago for a leaky refridgerator, and paid the $ 89 fee for the repair person to come out. The $ 250 quote seemed excessive so we tried to find a decent priced refridgerator from Sears, but could not fine one in our budget. I tried several times to call and speak with someone about an appointment but stayed on hold for over 30 minutes each time. I finally made another online appointment and added in the additional comments section that we have paid the diagnostic fee and would like to have the repair done. I received several automated calls reminding me about the appointment but nothing acknowledging my comments.
I received a call at a few minutes before 2 (the appointment was between 10 – 2) from a Richard, who refused to give me his last name. He asked me if I was aware of the service charge, which he informed me was now $ 105. I explained to him about my notation and he told me «that’s not how it works. You have to pay again. Why didn’t have the repair done when we were out the first time?» This man was extremely rude and talked to me like I was a 5 year old. I couldn’t believe it. I told him I didn’t want him at my home and that I would call customer service. I called and talked to someone that clearly didn’t have a great grasp on the English language, although she was the least rude of all the Americans from Sears I talked to. She offered us $ 50 off of the visit. I explained to her, as I had explained to Richard with no last name, that the issue was the same and we had paid a diagnostic fee already, and we would not be using Sears for the repair. I called the Sears Holding customer service number, and the «lady» (I use that term loosely) I spoke with told me to ask for someone who spoke English and immediately sent me back to the main customer service number while I was still talking! I did some research and called the number for Mr. Lampert’s office. I asked to speak to Mr. Lampert and was asked who I was. When I said a customer who has been dealing with awful customer service, she rudely informed me she had no access to Mr. Lampert’s office. Strange she had to find out who I was before she realized she had no access. When I brought this up, she YELLED at me, said she knew what she was talking about and told me not to call her a liar (which I didn’t)…I was then transferred to a random voicemail.
I am going right on social media and review websites to share my experience, in hopes that Sears will take notice, perhaps by a drop in business, and mandate better treatment of their customers.

Bad service!
Technician came in fix the leak on the washer and left but the washer not working — now getting error on the screen that the water is not being retained — drains right out of the hose. I called technician back 5 times — left 2 messages did not get a call back. Called A & E factory 3 different times. First 2 calls I was told to wait by the phone for a call back. Five hours later I called back and this time was escalated to a manager and was told to call warranty office to schedule a new repair date. I just wasted my entire day for nothing and have a full load of wet clothes inside the washing machine and now have to wait another 5 days while our clothes is growing bacteria.
Being generous giving one star service

Don’t call them. I waited ALL DAY for them – even rescheduled around their arrival. When I called to find out why they had not arrived yet, they told me that «the technician was not going to be able to get there because of personal reasons». I couldn’t believe it. When I asked to speak to a supervisor, it got worse! Horrible horrible service!
BTW, I just wanted to add this: We have been able to fix two major problems with our appliances by using Youtube. We were quoted $ 750 to fix a problem with the washer (we fixed it ourselves for $ 123 by buying the part) as well as a $ 550 ice-​maker problem for $ 35.00! We LOVE youtube.

Continued terrible service has been my experience with A&E Factory Service. They’re the ones that my appliance warranty company seems to call for every repair. Techs are not knowledgeable, most of the time they don’t show or are hours late, and it always takes 3 weeks to get an appointment.
When they do arrive, they usually don’t know what they’re doing and have to call someone else to walk them through troubleshooting. Then they have to order parts, a different tech shows up 3 weeks later and has trouble installing the part. Usually it’s the wrong part or they have to call someone else to walk them through installing it on the phone.
I finally found a way around this. I tell the warranty company, Service Protection Advantage (who aren’t very good themselves), to send me to their ‘locating department’ to find any company other than A&E. It takes an extra 2 – 3 business days to get a call back and an appointment, but at least I get someone other than A&E that way.

Worst service experience ever! Sears has really gone downhill. No customer service. BEWARE! DO NOT BUY SEARS APPLIANCES! I wish I could give minus zero stars!
Had to wait a week to get on the schedule for a washing machine repair service call between 1pm-​5pm. The Technician arrived closer to 5pm, and decided he needed parts to make the repair & the parts would be delivered by 1pm the next day. So, I had to take off work another ½ day. The parts were delivered at 2pm. Again, the repairman was supposed to be there between 1pm-​5pm, but didn’t snow until 5:45pm. When he opened the parts, he found they sent the wrong part. He spent an hour on the phone trying to get the right part ordered. The parts place closed at 5, so he couldn’t talk to anyone to see if they could deliver it the next day or not. He said someone from the parts place would call me in the morning to work out the details. They did call and say the part would be redelivered today, and a repairman would be there between 12pm-​3pm. I told them I would have to leave work ½ day AGAIN, but couldn’t be there until 1pm. I got home by 1pm, but nobody ever showed up. I called to check on the status and was told I had to reschedule, as they had the repair down for the 29^th. I said «So, you are expecting me to take a 4^th day off work, to wait for a repairman that may or may not show?» I refused to take off work again unless they compensated me for my time and wasted leave, or they could replace the washer altogether. Of course, I was referred to Customer Service Supervisors, but they really could have cared less. So, I cancelled the repair order, told them they could come pick up the parts, and they were to refund my money. Someone is supposed to call me tomorrow about how to «process the refund.» I’ve already gone to Angie’s List and found someone else who actually cares about customer service to take care of the repair.
SEARS HOME SERVICES CHESAPEAKE SERVICE DISTRICT APPLIANCE REPAIR SUCKS!

Everything everyone has written negatively: I would agree tenfold. I don’t even know where to begin nor do I honestly want to waste much time writing this review given I have already wasted the last few days on no-​show repair persons and calls to useless operators at the 1 – 800 number… ultimately resulting in a still not working washing machine. In fairness, the guy that ultimately came was nice and polite. But, he clearly didn’t have much experience as I could hear him on the phone with someone to walk him through what to do. Not particularly comforting. I paid for the service call but I still have a washer that doesn’t work. When I asked Sears what they would do to compensate me for my time (from waiting all day home from work for a repair person who never arrived), they offered me a «free estimate on home services.» Are you kidding me? I don’t need blinds or kitchen cabinets. I need a washing machine that works.

Can I give zero stars? A and E was awful! I would have fired them, but we had no choice because they were the only «certified» technicians for LG refrigerators and our warranty company insisted that we use them. Certified or not, they could not fix the fridge. They came to our house 5 separate times (each time with a different 4-​hour window — that was missed entirely twice). Every time they came, it was a different technician, who showed up and asked the same question: «What’s wrong with the refrigerator?» Are you kidding me?! They never had notes about what was tried on previous visits. Three times, they got the diagnosis wrong and once they just ordered the wrong part. After 5 failed attempts, the warranty company finally gave us a new fridge. Oh, and their customer service/​phone answering staff are useless. They provide no helpful information and take 5 minutes to look up your name every time you call. Do not use this company… if you have a choice.

Sears Kenmore Model #40 188 523 011 — Service Order #42 008 735 — Sears #7 084
Incompetant contractor for Sears. You are probably better off just replacing the appliance.
The door on our stainless steel Sears Kenmore Elite Microwave was jammed. We called Sears and scheduled the service with no problem.
The technician was very polite but couldn’t figure it out: he told us we needed a new door for $ 250. We declined but still paid the ~$ 100 service charge. Called Sears and ordered the part ourselves for less than ½ the A&E price.
Called Sears again when the door arrived to have it installed. Same A&E tech from before was dispatched and couldn’t figure out how to put the new door on. Scheduled a «Senior Technician» to come the next morning and try.
The next morning the new guy from A&E comes and can’t figure it out. Very polite guy. He calls his help desk and a supervisor for help. After about an hour he says the new door is defective. Charged another $ 100 service charge.
In short, we had three different service calls and paid over $ 200 to have the problem NOT fixed. A comparable model is available for around $ 500. You do the math.
Yes, they are nice but so is the lady handing me my fries at McDonalds.

Wonderful experience here. Repairman came in facing a fridge that had been badly «repaired» before — diagnosed the issue within a few minutes. He was polite and had a great attitude, whichi goes a long way in my book.

Horrible service. Repairmen came 5 different times and they could not fix my exercise bike and I am still fighting to get the $ 99.00 back 2 months later and the bike is still broken.

My landlord called this service to repair the dryer, and I wish I had looked them up before losing a full day waiting for them to come to the house. This is a terrible, terrible company, and deserves to go bankrupt once the Über business model arrives to the appliance repair sector. Don’t use them, even if you’re not paying for it!

NO stars. Anti-​stars.
Worst Service ever. Incompetent.
We have not ever had them service anything that they have been able to repair correctly.
So, Sears, HH Greg, Best Buy… unless you change service repair technicians, we won’t be purchasing from you.

Horrid… unfortunately I am locked into working with this provider as they are the authorized factory warranty service for Maytag/​Whirlpool.
Had a refrigerator that was EXACTLY 1 year old and its compressor decided to fail. A&E came out to service and said they had to order the parts but the nearest appointment window large enough was 10 days away.
Suffice to say, not pleased but understood its a busy time of the year.
10 days pass… and the window of the appointment is 8AM-​12PM. 12PM passes and by this point I have called in 3−4x with the same foreign calling center and them dispatching an email to the dispatch center and the technician will call.
So move to 2PM… multiple calls to their service line… no call from the technician, no call from anyone, no mention of rescheduling or even a reason for the technicican’s absence, no ability to speak to a supervisor or call another number.
I work with a lot of different companies and I have never experienced such blatant unprofessionalism or inconsiderate treatment of the customer. Googling their name will show that this is not an anomaly.
Horrid horrid customer service… AVOID LIKE THE PLAGUE. If I could give Zero Stars I would.

The technician who came to my home was very professional, knowledgable & respectful. He fixed my washer quickly, explained everything in detail, answered all my questions and truly made an effort to ensure I had the best repair experience possible. If I had dealt only with him over the course of this repair, I would never use another company again. I have even reached out independently to A&E Factory Service and provided them with his technician ID to compliment him so that they knew what a quality experience I had with him. I’d like to be clear that he is not associated with any of my complaints. My dealings with A&E Factory Service were as a result of calling Sears Home Services to fix a washer/​dryer, and I’ve since been told that Sears owns A&E. Every interaction I had with Sears other than the actual on-​site repair and initial visits was frustrating, disappointing and frankly the worst customer service I’ve ever experienced. During the initial consultation, I paid several hundred dollars, including parts and labor to cover the full repair. I then scheduled a follow-​up appointment, which required me to take a day off from work, and when the tech arrived, he told me that the wrong parts were sent. Sears then said they wouldn’t accomodate my schedule for a new appointment, despite their shipping error, and that they wouldn’t even let me reschedule until I called them and verified to them that all the parts arrived. Over the next few weeks, several parts came, some shipped to the wrong address with my name misspelled. The delivery service had even written question marks on a couple and they had been returned to the shipper and re-​sent. I had only ordered and signed for the two parts I was originally told I needed, yet my card was charged again several days later for four additional parts I hadn’t ordered or agreed to, but someone decided I needed «just in case». It was then several weeks before I could get another appointment, and when I did, it turned out was scheduled with a new service order number, so the technician couldn’t look up what parts I ordered and how much I paid. I was not informed of this when I scheduled the call, nor was I contacted in advance of the appointment to clarify, or to ask me for a receipt of payment. Instead, Sears told him to ask me for a receipt when he got there, and told him that if I didn’t have it, I had to pay again. I told him to go ahead and fix the machine since he was already here and that if I couldn’t straighten it out while he was there, I would pay him what he was owed and straighten it out after, since it had now taken four months to get an appointment. I called the service center, and the representative said I was wrong about having had a different number from the original because there was no record I’d ever had someone come to my house before today, no record of ordering parts, and had never paid for anything. Since I actually had my original record, I tried to give him that service order number to look up. He told me that no one in his department could look up service order numbers, so I asked him if he could direct me to someone who could, or at least point me in the right direction. At this point he starting yelling at me, and then he hung up on me. I called back later and asked to speak to a supervisor right away. He was able to verify that I did now have two service numbers, and had in fact paid for the original service, however he couldn’t tell me how much I needed to be refunded because I now need to ship the four extra parts back to Sears for processing. He opened up a case in the system so that they can track this issue and told me that I may need to open up a billing dispute. I am absolutely appalled by the poor quality customer service that was exhibited at every step of the way. When my washer initially broke, the reason I called Sears was because of it’s long standing and storied reputation for quality service and products. I didn’t think I needed to do any comparison shopping or look at reviews online, because for so many years Sears was a trusted name in every American household. Now that I’ve had this terrible experience, I looked online to see what other people had to say, and the majority of reviews are just as negative as mine. It actually makes me sad that Sears no longer values quality service the way they used to. There were so many opportunities over the past 4 months to correct the issues I was experiencing, and at almost every step along the way (with the exception of all the technicians who came) I was treated rudely and with disrespect. It is really unlikely that I will purchase another product or service from Sears again in the future, and I will discourage anyone I know from doing so either.