A&E Factory Service via Sears

My first encounter with a service rep from A&E was fantastic. Now, the experience of engaging A&E is deeply degraded; when attempting to make an appointment, I encountered people with English as their second language. This scheduling encounter is so stressful that I have decided to look elsewhere. It’s just not worth it!

Scheduled an appointment with these guys through my wash machine’s extended warranty plan with Lowe’s. They were supposed to show up today between 1pm and 5pm (they even called me yesterday to confirm the appointment, plus sent an email confirmation a couple days before that). I had to make special arrangements with my job to get the afternoon off to wait for them.
Around 3pm I decided to look at their Unilocal reviews just out of curiosity, and after seeing their horrible reviews I started getting nervous so I called them to check in and, after being kept on hold for awhile, I was finally told that the technician had called in sick this morning, but they neglected to call his appointments to tell them. They wanted to reschedule me but no way! I called Lowe’s back and they were able to schedule me with a different company who I hope is more professional than these guys.
I understand that workers get sick, it happens, but they should have called their affected customers immediately. I could have stayed at work had they called me right away. I shouldn’t find out by having to call them myself. If I hadn’t called them, I’d still be sitting here like a fool waiting for them to show up while reading their horrible reviews. Now I have to arrange with my boss to take yet another afternoon off for this other company.
Lame.

I would give them zero stars if I could. My new LG fridge broke down because of a problem with the cooling fan. They came and «fixed» it but four months later the fan broke down again. I called to have it fixed again and they missed their window of time by three hours only to learn they did not have the part they needed. So I waited two more weeks with a broken fridge and was given a 10 – 2 window for them to arrive. They finally showed up at 5:30. 5:30! I took another day off from work for no reason. Talk about terrible customer service, this company is the very worst.

This company should definitely go the way of the dinosaurs. Had an appt. window 8−12am, called at 12:30 to see what was up, and told new window was 2 – 4. Of course they no-​showed and when I called them the next morning they told me that they came out at 10:43 and were told by me to cancel the appt. while they were at my door??? When I tried to reschedule with them they told me that they don’t even work on my brand of appliance. Something that I told them at first schedule. Please don’t use them and if there is justice in the world they will perish the natural death that they deserve. Companies like this should GO OUT OF BUSINESS!!!

I wish the was a 0 star option. I dont even know where to begin. Lets just say it has taken them 3 months to fix one part on my oven. 3 MONTHS! 4 appointments later, missing the time slot ¾ times. Still waiting now for the appointment they were supposed to meet which ended 30 minutes ago. Just called to see what was going on and they said it had been moved 6 hours later, WITHOUT TELLING ME! I dont understand how they are still in business, the only reason I am dealing with it is through a warranty which frigidaire set up. If you read this and have an option of ANYONE else to do the work, do it. DO NOT, I repeat, DO NOT go with this company. Worst customer service experience of my life. 0 stars, negative stars, just plane horrible.

Unfortunately this is the worst experience I’ve ever had with a service company.
I have a GE Range that was purchased 1 year ago. From the time I purchased it, one of the electronic igniters in the left front burner would intermittently stop working. I called GE and had a warranty claim created during the warranty period. They assigned A&E, and I entered absolute hell.
Visit 1: I take the afternoon off from work and the guy shows up and tells me it’s simple fix. Just need to put a new cap on the burner. He orders the part, I put it on. No change.
Visit 2: Saturday morning new tech shows up. Says the last guy didn’t know what he was talking about. Orders a new part. Says it’s probably the switches under the dials. Orders the part and schedules another visit. Part comes in the mail.
Visit 3: Never actually happens. The date the guy said he was coming back apparently he didn’t actually book in the system. After waiting all morning for him to show up he doesn’t come so I schedule again:
Visit 4: New guy shows up. Says it’s strange that guy #2 ordered a new switch unit when it’s probably the igniter that’s the real problem. Says he’ll install the switch anyway. Takes the entire front of the stove apart. We turn off power. The guy realizes that actually we have to turn the gas off for him to work further on it. Says he needs a second technician to come help him move the stove after he calls GE tech service line. Says he’ll schedule that, and order the igniter too so we can make sure we get it.
Igniter never shows up. Turns out it wasn’t ordered.
Visit 5: New guy #4 shows up. Says he’s supposed to meet guy #3 here to help with the stove but while he’s waiting he takes a look. Laughs and says that guy #3 doesn’t know what he’s talking about and that you don’t have to turn off the gas to replace that part. Guy #4 says he has other calls to do and leaves. Guy#3 shows up ready to go, but can’t do it alone. Says he’s sorry and will coordinate with the other guy and come back in a couple hours. Never hear from them again.
I call and create a complaint with management. After 30 minutes on the phone the manager is apologetic and says she’s created a case for me and will get back to me. I never hear back from her or anyone. She does however follow through on ordering the igniter, which arrives in the mail! YAY!
Visit 6: I get rescheduled for a weekend and guy #3 and #4 show up together! They take one look at the igniter and say «are you having trouble with your oven? This igniter is for an oven». [SERIOUSLY!?] They turn off gas, power, take it apart and replace the switch finally. Win? Nope. Doesn’t fix the issue, and now I’m smelling the smell of gas. Guy #3 says this is totally normal and it will go away. He leaves.
3 hours later we return to the house to find it reeking of gas. I call Puget Sound Energy emergency line and they come out and their gas detectors go off like crazy. We shut off gas and call A&E back again.
Visit 7: Guy #3 shows up again this evening. Takes the range apart again, tightens everything he can. Puts it back together and turns on the gas again. The whole range still smells like gas. He says that’s normal and leaves.
Tonight the original burner is still not lighting consistently, the kitchen still smells like gas. And it’s been 3 months since I made the first call to GE to start this repair.
I’m in A&E hell.
Update 9÷27÷15: The smell of leaking gas is so strong this morning I’ve had to pull out the stove and shut off the gas to the range completely. Also, last night when I checked the burner I see that it’s only half working. The leaking gas and burner half lit problems are new since they worked on it yesterday. Picture uploaded.

Scheduled through Sears. Had to wait 6 days. Absolutely the worst experience I have ever had. Repair man shows up and demands being paid in cash. When we tell him no he leaves. Call center says they will send another person out and no one comes. Called four times and finally am told that it’s a call service and they can’t do anything. Next appointment is in a week. Sears won’t do anything either and wants me to wait another week. Will never buy another appliance from Sears again! #sears

I’m a very «critical of others» kind of reviewer, but A&E just left my house and met all my expectations and fixed the problem! My washer went out, needed a small part ($ 30) but the total for service still came to $ 131 using an online Sear’s 20% home repair coupon. He used a laptop in front of me for the price quote and parts lookup, so honesty was good! He had the part on the truck and TOTALLY showed he was experienced and clean. A&E is owned by Sear’s and their history has always been positive in this household and my parents’.

I’m sitting here as one of the techs is verbally abusing the other one… IN FRONT OF ME! I feel like I’ve been slimed. Very, very, very unprofessional. I may need to kick the one guys ass before he completely emotionally annihilates the other tech who appears to be in training. The lack of respect is unbelievable.

Terrible experience! Unprofessional customer service and major language barrier. I called on a Monday to set up an appointment for a fridge repair. I should’ve hung up as soon as they asked for my information. I had a hard time understanding what the customer service rep was saying, as English was her second language for very obvious reasons. I took my day off of work on Friday waiting for the technician to arrive with a window time frame between 8am-​noon. Who does that? It was around 11:30am where I decided to call them and see what was taking so long. I called customer service and surprisingly was able to communicate with the lady over the phone. I gave her my info, name, phone number, and address but she couldn’t find my order anywhere. Thankfully, I had written the confirmation number down during my initial call and provided them with the number. She looked into it and told me they had taken my phone number down incorrectly, therefore the technician didn’t bother to show up since he was unable to reach me to confirm the appointment. How is this my problem? I asked to speak with the manager and explained my situation. She did not at all seem concerned and instead kept repeating herself telling me I needed to call back tomorrow to reschedule since the work order wouldn’t be closed till the end of the day. She did not offer to waive any future fees that they would be charging if I were to reschedule. It’s the least they could do. I understand errors occur, but this could very much be avoided if the customer service team spoke proper English. Overall bad experience, will not be rescheduling with them. Looking for a new place to call, hopefully will have a better experience elsewhere.

They sent some out to repair our microwave. The repairman incorrectly installed the parts, creating a short that destroyed the microwave. They charged over $ 700 for this service and have yet to refund the cost of the service call. Who knows if they will have reimburse us for the cost of the destroyed microwave.

This is the WORST company I have ever dealt with. First of all I needed to have my oven temperature fixed (running too low) and replace the LED indicator that had burnt out. I called Sears and I was connected to A&E services to set up an appointment. I was told by the person at A&E that if I bought the service contract for $ 260.00, it would cover the complete repair. If the oven could not be repaired, it would cover the replacement cost which would run about $ 2000.
1. The two repair techs arrived (I believe both were trainees). After looking at the oven I was told that the parts had to be ordered. The tech also stated «the parts (oven temp probe and circuit board) will come in under your limit of $ 500.00». So this was a surprise that I now had a cap on the cost.
2. One week later, the parts arrived. One week after that, another tech arrived to install the parts.
Tech informs me the wrong board was ordered. He indicates that I will need the whole control system replaced which would cost an additional $ 795.00.
This is where it get ludicrous and deceitful. The Tech suggests that he takes back the wrong control board and leaves me the oven probe. Then he tells me to wait until Monday and then cancel the service contact. He states «once you cancel the contract you will be offered a more expensive one to cover the full cost of the oven repair» He also states «tell them no and then and later call for a preventive maintenance on you dishwasher and ask for me. When I come out I will sell you the same contract that will cover the cost of you oven repair and I will give it to you for lot less money». Then he went on to show me how to calibrate the oven to get the proper temp (no part required).
I called to cancel a few days later and was told that I cannot cancel because a tech had already come out to my home and installed the probe. I told them that he did not install the probe, and it was still in the original box unopened and I would send it back. I was emailed a prepaid label and sent it back.
Bottom line — no type of service was performed in either appointment. In addition I was told I only had two options– $ 500.00 credit toward a new stove ($ 2000.00) or they would continue to SEND OUT more TECHs!!! I would still have to pay the $ 795.00 to fix one faulty LED. None the less I have contacted my C. C Company and disputed the charge. Stay away if at all possible

If I could give a half star or no star I would, this was absolutely one of the worst companies I’ve ever dealt with completely unprofessional and rude. Made me waste a whole day and when I called to address the situation was spoken to completely rude and basically told not my problem. Guess that’s how they treat customers, thanks guys that’s why these companies shouldn’t exist!

Our Bosch washer showed an error message and wouldn’t unlock. We contacted Bosch and they gave us A & E to call. What a mistake.
We made an appointment for Tuesday Apr 29 and they showed up, but because of «computer problems» he was unable to open our call or do any work. This was accompanied by a lot of bad tempered muttering and stomping in and out of the house. Eventually he left having done nothing except making us stay around for his visit. We re-​scheduled for Friday May 2 between 8 and 12. We receive a message from a Mike, who told us that due to the mix up we had been assigned Julien as a single point of contact to coordinate the next visit. On Friday we were up early to be sure we were available, but around 9.30 received a recorded call saying the technician tried to contact us and couldn’t. We called back and were told the technician was at our house and no one answered. There had been no advanced call. We were in the whole time so who knows what house he went to. We were told to re-​schedule.
We called Julian, our single point of contact, who had no idea who we were and spent 10 minutes tracking our records down. Eventually we re-​scheduled for that afternoon 12 — 5. Around 1.30 my wife was on the phone and heard the sound of a call waiting. She immediately clicked over and found herself on another recorded announcement from A & E saying they had been unable to contact us and we had to re-​schedule. We called Julien again and she said we were not home. We were also having our back patio power washed with the workman’s van in the drive and obvious sounds of activity, so who knows where he was.
We told Julien to get him back, but she said she was unable to reach him because the computers were down. She said she could reschedule us in two weeks.
We have now made an appointment with Mr Appliance of Everett who sounds much friendlier on the phone and is coming Monday. Hopefully we have better luck.
I should have checked Unilocal and national Consumer reports before calling A & E. If I had I never would have used them. They seem to be some kind of national franchise; stick to local companies who have a powerful reason to preserve their reputations.

Ugh. I see from reading over reviews, I’m not alone in poor dealings with this company. I’ll follow up once it’s done, but it’s not looking good.
I have a home warranty and they use Sears/A&E. A fridge in my rental is leaking. The guy shows up shortly before 5pm and he did call ahead to say he was on the way. I was headed home from work, needed to let the dogs out, then would head over to the rental but my tenants were there, they were aware, and had the service fee in case I didn’t arrive in time. Shortly after I get home, my tenant calls to confirm I’m coming over. I can hear the concern in her voice. Then she tells me he’s mad. Mad?!? Why is he mad? So I get there, and off the bat he’s condescending. He asks me «do you know how this refrigerator works?» Is this a trick question? I don’t get it. So I ask him what he means? Either way, he begins a lecture of how the fridge works, and tells me the tenants don’t understand how the fridge works. Um, okay, what does that have to do with water leaking all over the floor? My tenants, like I, know the basics of fridge operation. We know how to adjust the temp if needed, and we know to keep the door closed if not being used LOL! So then he says the drip pan has so much gunk in it, it must have been growing stuff for a decade. I tell him I know that’s not accurate because my tenant used to have to dump that pan out all the time because of it filling up with water, and that issue started 2 years ago. AND I had a tech from his same company come out in January of this year for the exact same problem (leaking water onto floor) and obviously he would have taken the drip pan out same as he did. Well he made it clear he thought I was lying. When I told him to check the notes from the previous tech, he said that all it said was «changed thermostat» and that he couldn’t ask the guy because he was no longer with the company. Then he advises me to clean the pan, and add a bit of bleach. Now I’ve had issues with water leaking from this dang fridge several times already. As I mentioned, I just had someone out in January. So I asked him, if I do that, will that prevent the fridge from leaking again? And he back peddled and said «I’m not saying that». WTF dude… I need this problem FIXED. Why are you here?!? I was getting frustrated because he was giving me the runaround. From the very start he was rude and condescending to my tenants, and continued with me. At one point I was trying to explain to him another issue with the fridge (tenants speak spanish so I was essentially translating) and he STRAIGHT UP IGNORED ME. Would not even look at me. When I called him on it, he said he was over it and was leaving. He SAID he was going to put the fridge back together before he left but he left the drip pan and drip pan line ON THE KITCHEN FLOOR! Oh and after he left, in talking to my tenants (who do speak & understand english, just not fluently), when they told him about it leaking inside the fridge as well, he told them that was not normal. When I was there, he tries to tell me that IS normal!!! Um sorry, I’ve never had a fridge that had water dripping on the inside and if it did it was because something was WRONG!
Never, in all my years of dealing with techs, in my house, in the rental house, have I ever, ever experienced someone so rude and condescending. I called Sears almost immediately, my complaint was taken, supposedly a manager will call me today and in the meantime it’s rescheduled for a week later, next Wednesday. I called a company I’ve used in the past, just to talk to a tech to confirm that YES, the pan and line left on the kitchen floor means it’s just dripping away into my home. I have also called my warranty company to try to get someone else out asap. They’ve sent me to the only other option, who upon Googling, has AWFUL reviews. Great. And the fun continues!

Extremely unprofessional and ill-​mannered technicians. Communication is impossible.
$ 129 for looking at the outside of the washer and confirming what I had already suspect was the problem. $ 150 for the part which was delivered to my house.
A week later, I took a day off of work to wait for their repairman to come in between their ridiculous time window of 12−5pm. No calls. Just a voicemail after 5p saying they couldn’t find my address. Wow. Thanks for wasting my entire day!
Week later, I rescheduled for a Saturday, 8am-​12pm time window. However, this time, the repairman would not park his car to come inside to complete the job. This is after i had ran around the block in the rain to help him find a parking spot for his van. When I finally found a parking spot ONE block away, he refused to park his car because he didn’t want to get shoes muddy and be caught in the rain. I offered to drive him to my house. No. He then just drove off. Wow. Thanks for wasting more of my time and energy. Again!
But wait, there’s more. Frustrated, I called and asked to speak with one of their managers. Put on hold for 15 mins, I hung up, called back, 20 mins. I GIVE UP. It’s a good thing my landlord is reimbursing the expenses, otherwise, I would have gone ape-SH*T.
Worse stinking customer service experience ever. It’s no wonder Sears (A&E Service) is going belly-​up. Gonna make sure no other person in my condo build has to ever deal with A&E ever again.

This company is unprofessional and cost me a day of work. I have a home warranty and called them to schedule a repair for my dishwasher, which was leaking. I was told the first appointment was a week away. I took the day off of work and was told to expect a technician between 1−5pm. I waited and waited and waited and at 5:15pm called Sears. I was informed by the call receiver that they had attempted to call me but since no one answered, they did not bother coming out. They did call my husband’s phone. My husband has horrible cell reception at his place of employment and did not see that they called until he was on his way home.
So, yes, we did not answer their «we’re on the way» call, but I had spoken with them and confirmed the appointment and said I would be home between 1−5pm. So, to quote a classic, they know how to «make the appointment, just not keep the appointment.»
When I called that evening, the call receiver was obviously reading from a cue card. She just kept repeating in monotone, «i’m sorry for your inconvenience.» I was actually off of work the next day and requested that someone come out then. She told me they had no openings for a week and a half and that the technicians NEVER come out unless someone answers the phone, otherwise they assume the customer isn’t there. I mean, why would they assume you were there if you only made an appointment!

Horrific!
New Maytag washer, called Maytag, they sent out a & e for the following morning between 8 and 12. Automated call at 0800 saying we were first appt. of the day and repairman would be there within 30 mins. I go ahead and schedule a physical therapy appt for 1000, and told my wife she will not have to come home from work since we will be «first customer of the day».
Repairman calls at 830, got into argument with him regarding the validity of my complaint.
He finally shows up at 945, condescending and rude. He quickly changed his attitude when I showed him problem. He then spent the next hour on the phone with some repair place– Maytag? He kept getting disconnected and would have to call, wait, explain 4x.
He left without solving problem.

I have a Samsung refrigerator that has stopped working, and Samsung scheduled repair through A&E. This was on a Tuesday, and the soonest appointment they showed was a Friday. I called on Wednesday to see what time, and at first they couldn’t find the appointment, but then found it under a different address and phone number. This must have been something in A&E’s system, because I never gave that address or phone to Samsung. I gave them the correct number and address, and they said the tech would be there between 1 and 5 Eastern time (10 and 2 my time.)
At 2:20 on Friday, I called to see what happened, and they tell me no, it’s 1 and 5 my time. I double check the number they have, and sure enough, it’s the incorrect one again. I correct it again, and settle in to wait. At 5:10, I call again, and they tell me they couldn’t find my house, and nobody answered when they called (the incorrect number.). They say they can send someone out on Wednesday, I tell them not to bother, but I will send them a box of spoiled food and a bill (not really, but I wish I would have!). I did tell them that they are incompetent, as they were given the correct information once by Samsung and twice by me, but still managed to «F» it up. They of course blamed Samsung. Incidentally, in the 3 times I spoke with A&E, only once was I able to clearly understand the person.
I called Samsung again, but there wasn’t anything they could do for me at 5:30 on a Friday. They have been really nice, and are scheduling me with another company. I know that if I have a choice, I will never use these guys again; I’d rather throw my appliances away and get new ones than give A&E my business!

I wish there was a way to give them no stars, but I guess the apologies and niceness in the scheduler’s voices give them one?
My washing machine crapped the bed on 2÷11÷12. I called Lowe’s the next day to get a repair person out to my house and they scheduled me for ²⁄₂₀. President’s Day. On 2/​19, I received an automated call from A&E stating our appointment for ²⁄₂₀ was good and they would see us then. They cancelled on us the morning of ²⁄₂₀. I rescheduled for the following Saturday ²⁄₂₅. On 2/​24, I received an automated call reminding us about our morning appointment on ²⁄₂₅. That morning, they called and cancelled on us, but I still managed to find that they had vans in the parking lot of the grocery store I was in when they told me no one was in my area. Guess not everyone can fix washing machines, eh?
So I rescheduled AGAIN for the following Saturday, 3/​3, with a guarantee from some dude named Eloy that someone would be at our house on time. Automated call on ³⁄₂ saying ‘see you in the morning’. Yeah. Guess who called me at 11:30am on ³⁄₃ asking if their service tech had been by yet. At 1pm, I received another call saying no one was working that day, so they couldn’t make it to our 8am-​12pm appointment. At that point, I gave up trying and called Lowe’s to demand they give me someone who actually shows up when they say they will. Since A&E is the only company they use to service their products, we were out of luck. The only thing they could offer me was another appointment during the week — we both work M-​F in this house until 5pm — so not only did I have to take a day off from work that I would not be paid for, I had NO real guarantee that they would actually show up.
On 3/​5, the technician showed up at 11:45 and proceeded to tell me he needed to order a part that was 10 days out and scheduled me for ³⁄₁₇ and said that while HE wouldn’t be the one doing that service call, he would make sure someone would be here, even if they had to pull them from Tacoma.
This morning, I didn’t get my automated call. I called them instead and they said they did in fact have me down for tomorrow morning between 8am-​12pm, and I gave them my boyfriend’s contact information since he would be home for the appt. and I would not. While I was on the phone with A&E, their automated system was calling right then to confirm our appointment. Imagine my surprise when not 2 hours later, A&E CALLED MY BOYFRIEND TO CANCEL OUR &*!@#$(&% APPOINTMENT FOR TOMORROW. Their excuse this time was that they don’t have anyone that works out this way on Saturday. THEN WHY WAS I SCHEDULED AND WHY HAVE I BEEN SCHEDULED CONSTANTLY FOR A DAY YOU DON’T WORK IN PORT ORCHARD?
I immediately called Lowe’s to complain that their precious A&E Factory Service is the most pathetic excuse for a company I’ve ever dealt with, they are the biggest pile of distended pig rectum, and I just want a new washing machine. Lowe’s has been very accommodating through all of this, which I appreciate very much. A&E, however, should not be in business. In an economy when things are tough and businesses are closing their doors, I’m surprised jerks like this who aren’t friendly and aren’t helpful can stay open.
‘Buyer’ beware. If you live on the peninsula, have been cancelled on once, or have a washing machine — don’t expect them to ever show up and fully do their jobs.