A & E Factory Service

If I was only reviewing the service I received from the repairman, I would have given A & E a five star rating because he arrived on time, was very courteous and professional, and had the repairs to my washing machine completed in half an hour. The problem was that I had an almost two weeks’ wait for an appointment.

This company has the worst customer service department, I’ve never dealt with anyone as bad as them. Long story short… unless you want to take a day off waiting for someone who’s never going to show up and then be told, ‘we’re sorry he didn’t show but if you like We can schedule another appointment five days from now’. To bad Unilocal doesn’t have a rating lower than one star.

Horrible Horrible Horrible! That is the only way I can express the lack of professionalism, education and performance with this company. I live in Maine and we have had issues with our dishwasher, that is pretty new to start. So, we called this company to come fix it and they have been to our house SIX times! Does it work yet? NO! This last time is my favorite:
First let me express that due to the six appointment times– that is six times that my boyfriend and I have had to take off work to stay home. The 8 – 12 appointment time window is also awful, considering they always show up around the end– and stay long past, making it impossible to plan your day. Sure, I want to wait around for the dishwasher repair man all day! Who wouldn’t?
Upon the last times that they were at our house (times one through five), it was apparent that we needed some new parts. Well, 4 big packages have arrived and been sitting in our foyer for a month now. The guy gets to the house for time six and just stares at the boxes, confused. I asked if he was all set or confused. He said, «Well I’m not so sure what these two are, but I did order the other two.» I just excused myself and walked away. An HOUR into the service he realizes that the ONE part he really needed wasn’t there. He mentioned he was the last person at our house, and the one to order it. When he got on his computer, he realized that he didn’t order the ONE PART WE NEEDED– over a month ago, after five previous visits! I said, «So, let me get this straight. You were here before and knew we needed a part and it was the one part you failed to order?» He made up some «I thought I did…» excuse, but it was apparent that he felt like an idiot, as it was omitted.
TWO HOURS AFTER THAT he was still plugging away (we are at hour 3, if you have been counting). I walked in the kitchen and he had the entire thing in parts all over the kitchen. Once he got it together, it started leaking this rust colored water. Does he ask me for paper towels? NO! He grabs one of my new hand towels (white and sage) and starts cleaning it up! ARE YOU KIDDING ME?!
After it hit 2pm and it still wasn’t working, I told him he needed to go. I don’t know if they are bringing us a new dishwasher or what now (I’m letting the BF handle it), but this was completely ridiculous.
Trust me when I say I am leaving out details, as they just get worse and worse, but this was the gist of the «service» appointment.
Sucks, too because we are pretty darn loyal and would have recommended them to others, now I will simply run.

Let me start by saying I give mainly 5 star reviews, I don’t think I’ve ever given a review below 3 because I know running a business and making everybody happy all of the time is near impossible and there will be a disproportionate amount of complainers than raving fans who review so there is a bias already.
However, A&E service was so poor and mishandled at so many touch points that I can no longer give them the benefit of the doubt.
The first call I made to them was in 2011 because they were listed as my factory certified technician. At the time I had a tenant living in the property and the oven door was not closing.
The repairman said it was missing the gasket, ordered one, and rescheduled to come back out. I went by the property and sure enough there was a gasket on there. When I brought this to the technician’s attention he said that the tenant must have taken it off and put it back on. Hmmm… the more likely version is it was always on there and he was looking at the wrong side, it was on the oven side not the door side, or he just flat lied, but okay. as long as it gets fixed.
Since it still didn’t close, he said it must be the hinge joint then. I asked him if he wanted to inspect it and he said no he was 99% sure that was the problem so he ordered hinge joints and had them shipped to the property. Only one showed up, oh well, so we ordered another. This didn’t fix it so I this point I asked A&E to assign me a different technician.
A got a phone call from my new technician who said he would be out the next day, he went out, and called me to say that he had fixed the problem. Okay great — fast forward two years.
My tenant moves out and as I inspect the oven I find that it is not shutting. Hmmm. I asked the tenant and he said he has never even used the oven in the three years that he lived there which I tend to believe. Anyway, I notice that the handle is also loose and as I take it apart, I open an entire new can of worms. The trim pieces– including the door handle and other metal pieces are cracked, warped, and or super-​glued together. Strange…
So I order new trim pieces, resolving to just do this myself. I install it all back and still the door won’t shut all the way. The heat gets out and heats up the control knobs. This is a higher end Whirlpool appliance from 08 by the way and I was the only one who used it prior to my tenant moving in.
Out of curiosity, I request any services documents or invoices today from A&E which they promptly send. The docs included all 4 service visits complete with notes detailing how the previous technician had broken the trim pieces and they had been «replaced». I was never informed of this and in fact efforts were probably made to conceal this from me given that I never received any documentation from A&E prior to this about the service. I am filing a property claim against A&E immediately because not only did they not fix the problem, they in fact, made it worse and charged me for it. My fault for not ever going by and inspecting the work. Either way, it probably wouldn’t have been obvious from a visual inspection that the pieces were broken.
A good company would act in good faith to rectify this but instead they told me it would be $ 100 to have someone go out and look at it again. ha!

I live in Phoenix, Az and a repairman from this company was sent to us by Sears customer service after our washer stopped spinning the water from the laundry. Our Kenmore machine is less than a year and a half old.
The repairman’s first question wasn’t about the machine, he wanted to know if I understood A&E’s charge of $ 75 just for him showing up.
He spent about 20 minutes «re-​booting» the washer computer, then said it was fixed and charged us $ 95. Right after he left I did laundry. Not only did the machine still not go through the spin cycle, the wash cycle sounded like the machine was being dragged over railroad tracks. I’m not kidding; it shook and thumped and made noises it never had before.
So my husband called «customer service» (ha!) and said that it hadn’t been fixed at all. They couldn’t even find a record of us or the repair work. Luckily my husband had the receipt and could tell them all the info. We were told to expect a «master repairman» between 7 – 11 am. Around 10:30 am he gets an automated call saying that the repairman is going to be late. So my husband calls the Sears line, the same one he had made the appointment on, to find out how late they are running because– HE HASN’T BEEN ABLE TO OPEN HIS OWN BUSINESS WHILE WAITING FOR THEM. And the Sears automated line requires him to input his phone number, but when he does, it disconnects. Multiple times, just dumps his call.
The second repairman showed up at 11:30 and found something different entirely from the first one. He made a call to his company and had them remove the service call charge and he made the repair quickly and free of charge. We seem to have met the one employee who cares about A& E’s image.
My three stars is an average-​it should be 1 star for the first guy and the customer service line and 5 stars for the second repairman.

These people should be put out of business. I’m about to file a complaint with the Better Business Bureau and encourage you to do the same. They sold me a service warranty and now will not show up for one month, and I have tenants in the unit. I have spend 2 hours calling repeatedly only to be put on hold for 30 minutes and then hung up on.

If i could give this company a zero stars i would, they dont even deserve my 1 star. HORRIBLE customer service, everytime i call someone from India answers and i never can understand them. They are always repeating from what sounds like out of a manual, they are so stupid! like another Unilocaler said «i almost blew a blood vessel speaking to them» it couldnt be further from the truth. DO NOT i repeat DO NOT every do business with them, if you can avoid it please do.

This business is a total scam. My icemaker wasn’t making enough ice so I called Sears Appliance repair and they sent this jerk out. He pulled the fridge out, noticed there was dust buildup on one of the vents (why didn’t I check that?). He said that was likely the problem. He refused to even wipe the dust off — saying that would be a repair and if I didn’t have the «insurance» they offer (at $ 234 for a 4 year old $ 1500 fridge, hmmm. fridge is probably worth $ 750 now, that’s about 33% of value per year — if I did that with my car I’d be paying $ 15,000 per year — and fridge is unlikely to run over a pedestrian) he couldn’t do anything. He watched while I got a brush and cleaned the vent. He then said he couldn’t guarantee that would fix it (reasonable enough), but I could replace the icemaker and the two pumps/​compressors that go with it at a cost of $ 850 (more than the fridge is worth). He wouldn’t diagnose if it was the icemaker or the pump or the compressor or the venting — he just said that’s what he would do because «If I change one part and that doesn’t fix it, then I have a problem. I have to come back.» Ummm… am I not paying you for a diagnosis? By that logic, he could replace every part in the damned thing to ensure he not have to come back. Idiot. Never again. He was rude and useless.

These guys were assigned by Lowe’s to fix my new (2 weeks) dishwasher. I get a call from a tech who obviously doesn’t want to come out, lectures me on how I am not cleaning my dishes right before I put them in. I call A&E to complain, wait on hold for a supervisor, am cut off. Try again wait on hold again for a half hour, given up. Call Lowes get another company to come next week. Eventually someone from A&E did call to reschedule but having read these reviews I think I will wait.

if i could give negative stars I would. DO NOT BUY A SERVICE CONTRACT with them. Twice they have no showed on us and this last time the repair tech had the audacity to lie to his routing department and tell them he spoke to my husband and that he agreed to reschedule. That NEVER happened. This of course after we sat at home for 5 hours on a Saturday. Obviously the tech wanted to take off and enjoy the weather. JERK!

The guy they sent out never showed up. I never received a call, either. I had to contact them and they had no information at all. Beware!

I think I just burst a blood vessel in my head screaming at these people.
Okay, maybe I shouldn’t have ended my conversation with them by saying, «your customer service is unacceptable and I hope you go out of business,» but that’s how angry I am.
Our nearly-​new Haier dryer died on Friday and we called Conn’s to schedule a warranty service appointment. They set us up with these yahoos. First, we had to wait several days for an appointment. Then, when we realized we had a scheduling conflict, they didn’t have another appointment available for a WEEK. Sorry, but one Saturday night spent at Spin Cycle washing my family’s clothes is one too many. Although it’s a great time to reflect on your life choices.
Anyhoo, we decide to work around the inconvenient schedule. I wait at home until 10:30 (our window is 8 – 12), until I have to leave for work. My husband comes home and waits until 12. At 11:55, my husband informs me that he’s heard nothing from A&E, no call, no one has shown up. So I call them and they say they’ll find out what’s up.
My husband calls about 30 minutes later, and informs me that the technician allegedly tried to call us at 9:04 but was unable to make contact. BULL PUCKEYS. Neither one of us received a call at 9:04 this morning. Despite this, they refuse to schedule another service call for us today. Because no technicians are available. Because they are overbooked.
Seriously, in this economy, a company cannot afford to provide such wretched customer service. But these folks didn’t even seem to care! In fact, they tried to blame us for having provided a cellphone number for our having missed the call, but when I made the appointment I gave them my husband’s land line at work and they said that number wouldn’t do!!! Way to blame the victim, A&E.
Fortunately, Conn’s is sending out someone from their own ranks to come repair our dryer. And A&E Technician #577 791, otherwise known as the LYING LIAR from LIARVILLE, I’ve got my eye on you. There’s a letter of complaint with your name on it headed to corporate headquarters, buddy.

I would rather be trapped in a mildewy closet filled with mothballs, cockroaches, and scorpions while listening to Rush Limbaugh and Dr. Laura discuss sexual fetishes in low, sexy voices LIVE and then have to listen to them copulate for 7 hours and then suck the helium out of balloons and describe — in minute detail — every fantasy they have had than ever EVER have to work with A & E repair people again.
We called A & E to send an «appliance repair technician» — code for «someone who has no idea how to fix anything» — to our home because the water line to our ice machine froze over and was dumping water into the refrigerator. When we purchased the refrigerator we also purchased an insurance policy which meant we could have several house calls from someone who has no idea how to fix anything.
After being stood up twice, I requested that the appointment woman give the repair guy my cell number and let me know when he is 15 minutes away from my house and I will be there (tip: if you have to deal with A & E, this seemed to be the only thing that I did that worked.)
The third time he shows up and does not have the part to fix the refrigerator… it has to be ordered, will cost something like $ 60 and will arrive in 3 weeks. Wait, our contract states parts and labor. He said you can work out the details with the appointment woman and walks out the front door. I call and she says, «I will need to read your contract and call you back.» Huh?
She calls back in 2 days and says that I am correct, and that she will order that part and it will arrive in 3 weeks. Part arrives, appliance repair technician meets me at the house.
While fixing the problem, he asks if I have any other complaints about the refrigerator. Yes. The handles have never been on straight and they seem to pop out from the front of the fridge. I can fix that. Great. I think he is going to snap them back on correctly or some-​such sensible approach to the issue.
When I return in 20 minutes, I am appalled to see that he is CAULKING our stainless steel refrigerator handles to the stainless steel door.
WHITE EFFING CAULK. He gets into a debate with me about what his caulk will look like in a couple weeks… he tells me how he used this «trick» once before…
I let him know, that with my experience with CAULK, and with the refrigerator door being open and closed about 20 times a day, his caulk was going to crack in the matter of one day. Besides, it is white and everything else is silver…
His white caulk is fugly. I request that he remove his caulk immediately. He declines, saying it is already stuck to the handles and too late to remove it.
«OK, then, if you are NOT going to remove your caulk, I am going to have to call that woman again and request completely new handles and YOU are going to pay for them. You are going to need to return and remove your CAULK once it is dried and hard anyway… isn’t it just easier to remove it now, while it is soft and wet and FLACCID?»
«Fine, call her. Trust me, after this caulk hardens, you are really going to like it.»
Famous last words. A resigned refrigerator repairman who does not know how to repair refrigerators and thinks his CAULK is God’s gift… New handles took another 3 weeks to arrive. All told, the very simple repair took 2 months.

I can only agree completely with the previous reviews, EXCEPT in my area they give a 9 hour window. Also, I made 4 calls to the customer service number and was lied to on each call. They just told me whatever they wanted to. To make matters worse, employees are not even required to log calls. So even if they pull up and confirm all of your information, there is no tracking or accountability. If you are scheduled with A&E I strongly recommend you call and change companies or contact the manufacturer that scheduled this repair and complain!

If you enjoy taking 4 hours off of work to wait for service repairs only to have a «no show» and a «no call,» then I highly recommend using A & E Repair Services. If you want a customer service rep to call you and try to rebook you for another time slot another week out, then by all means, call A&E. If you want a company that doesn’t care at all that they made a big mistake, then call A&E.
If you prefer good service and would rather have your oven or other appliance actually fixed after waiting a week for the service call, then I highly recommend using someone else. Oh, yes, and this includes avoiding Sears Appliance Repair since they use A&E as a sub-​contractor and don’t tell you that and equally don’t care that you got no service.
Even though the address and parent company is in Texas, this was for service in the San Jose, CA area. BEWARE!!!
Oh, and if you search on their name, you will find links to numerous other complaints stemming back for YEARS. Unfortunately, I did not know this was who Sears was sending to my house.
DONE.

A and E is a national chain of «appliance repair techs». They are the preferred techs for Maytag. THEY STINK TO HEAVEN.
They do not carry the needed parts, usually, on their trucks.
They send out «trainees» who need to be guided by «over the phone help».
They WILL NOT come back any sooner than 11 days after the first visit.
They have the parts shipped, via «ground» shipment, from the factory, to save money, and sped your time.
I can think of NOTHING to recommend them. MAKE sure that you avoid A and E. (I am suing Maytag for allowing this baloney to happen.)