A & E Factory Service

Quite possibly the worst service I’ve ever encountered. We paid for a service up front to A&E factory service, in the tune of $ 550. We canceled the service and asked for a refund/​reimbursement. I called several times inquiring about the reimbursement check. I got the total run around, we will call you back. We will have someone else call you. Call us back. Call this number. Etc. In the meantime the refrigerator was looked at by another person and they determined the problem diagnosed by A&E was actually not the problem. Irrelevant. But they not only were outrageously expensive. Their diagnostics were wrong. It’s over 2 months later and we’ve yet to see a refund or reimbursement. I’m on the phone another day trying to rectify the problem, and again, no one seems to be able to help me. They sure didn’t have any issues helping me in taking the $ 550 though. Stay clear, call every other repair man in town before you deal with these people.

Nope. So Bad. Never got serviced. They went to an old /​wrong address based on phone number, even though I gave them the service address. Have not lived there for over 5 years. That charge was supposed to be $ 95 service charge for a non warranty on a microwave. Had to call and reschedule and before we even got started the service charge went up to $ 245 within 24 hours. Bizarre. Bureaucratic bunglers who could not update or process the reality of the call. Just went out and bought a new microwave instead.

Horrible company! I had a warranty covered issue with a GE refrigerator.
1) Making the appointment was insane. I had to repeat and spell my name and address at least 5 times. The receptionist didn’t seem to know how to listen and write at the same time.
2) The appointment window was 8am-​12. They showed up at 2pm.
3) After looking at the problem, the technician could not figure it out and was overconfident. After leaving he said the ice maker was good to go but I found out the next day no ice was being made.
The only reason these guys are in business is because Sears keeps them in business. If you have a choice, AVOID!
Their 24+ 1 star reviews speak for themselves

Horrible company! I had a warranty covered issue with a Bosch dishwasher.
1) Making the appointment was insane. I had to repeat and spell my name and address at least 5 times. The receptionist didn’t seem to know how to listen and write at the same time.
2) The appointment window was 8am-​12. They showed up at 3pm.
3) After looking at the problem, the technician refused to fix it and essentially ran out of the place saying that I needed to call Bosch to fix my Dishwasher. Bosch referred me to A&E in the first place.
The only reason these guys are in business is because Bosch keeps them in business. If you have a choice, AVOID!

I was hoping for a negative star number but alas only a «1». They worst customer service I have ever experienced as they owner of a service based corporation. My experience was that I took 6 hours off of work to accommodate THEIR schedule. After 3 hours of waiting and no phone call I called and I was informed that the tech would be at my home at 10:30 am. (My window was 8 am to noon). Alas, no technical at 10:30. I called at 11 and was informed that they arrival was for 11:40. Alas no tech. I called again and was told between 3 and 5 pm!!! They tech called me and stated his previous job took 4 hours however I was never notified. They continued to call me several times a day to schedule an appointment stating I was not available on their previous day. The left hand and right hand are in total disconnect. I will NEVER use them again plus most of their work needs to be redone and they NEVER have them parts on their first 4 hour wait time despite detailed description of the problem. HORRIBLE is there best adjective.

I will never buy another appliance from Sears because of this pathetically run service company. Three different service guys came out on three occasions to repair our dishwasher. Each time the technician said we needed different /​additional parts. We were closing escrow on a Monday and the week before when the technician said the previous technician ordered the wrong parts — I explained to him that we needed to be out of the condo by Sunday night so the new owners can move it. Of course when the last technician arrived the Friday before close of escrow he said the wrong parts were ordered again and that he could not fix it until the following Thursday.
Enraged at such incompetence I excused the technician, drove to Lowe’s and purchased and installed a new dishwasher. When I called Sears to complain about the situation they said they would email a solution within 24 hours. I painstakingly explained that their incompetence had forced me to buy a new dishwasher for the unit throwing out an expensive Bosche because they couldn’t get their act together.
I received the proposed solution less than 24 hours later which was a 20% coupon for dishwasher repair excluding parts. Needless to say I was and am still livid over the situation.
This comedy of incompetence was more than enough for me to definitively say that I will never shop at Sears again. I could say something similar about A&E Factory Service, but with their failed multiple inept attempts to repair a dishwasher I’m pretty sure they will be out of business by the New Year.

waited two weeks for 1 st appt, tech calls morning of appt to inform A&E does not work on GE monogram and cannot keep appt. called main office rescheduled soonest appt 4 weeks out, paid 564. and told to wait 3 – 4 days. Not fixed, called to have tech come back, another 4 weeks out, how about 2 and a half months without a refrigerator? Very poor customer service, and a «We don’t care attitude». How can GE recommend this company? Less than 1 star for sure.

My brand new GE Café Series refrigerator quit working three months after it was installed. GE connected me to A&E Factory Service to make an appointment and the only appointment time they had was two weeks away. I told them I had out-​of-​town company staying with me and had no way to keep my food cold. They said that was the earliest appointment they had but would put me on a list if an opening came up; one never did. The tech showed up on the scheduled day and I was the first appointment of the day. After troubleshooting the refrigerator he determined by the symptoms that a technical bulletin had been issued for this problem indicating the problem is known to GE. He said there was a kit to fix the problem. The kit consisted of a new condenser fan motor and a module to re-​flash the something or another. When he ordered the kit he said none were in stock and it had to come from the manufacturer. He scheduled my next appointment for two weeks later and said the part should be in by then. I asked, what if the part comes in earlier. He said if it does just call and we’ll try to come out earlier to install it. The part showed up on my doorstep the very next day. Apparently, the part was in their warehouse, on the shelf, in El Cajon, CA. I could have driven there to get it while the tech was here. So, I called A&E the day I received the part and asked if I could get a tech to come out earlier than my scheduled appointment. They said that was the earliest appointment that they have but they’ll put me on the list in case there were any cancellations. You guessed it, nothing ever came open. My repair day is here and I just received a call from the tech saying he’s going to be late; can’t make it until after 11:30. My appointment was between 8:00am — 12:00pm. I’ve been without a refrigerator for one month and neither GE nor A&E repair seem to care. Very disappointed with them.

Not sure what kind of operation these guys are running. I had an appointment for today for between 8 am and 12 pm and they never showed up. They called me at 1:25 pm and said I need to re-​schedule. I asked why and they said because the technician called in sick. I asked why I hadn’t been notified earlier so I could have avoided staying at home half the day waiting for them to show up. They said because he called in sick at 12:19 pm. A courtesy call would have really been appreciated.

Biggest problem with this Service company is that they are unreliable and difficult to get contact. A&E, a unit of Sears, was assigned to fix my range through a home warranty policy and after 3weeks it is still not fixed. Several scheduled appointments were not honored by the company, either they were a no– show or the tech called towards the end of the time window to say he could not make it. When you try to reschedule you are placed on hold and can wait up to 10 min for an operator many of whom you can’t understand.

My interaction with this company was excellent. The ease of booking on their website was amazing. I was able to get an appointment on the following business day. I needed dishwasher repairs for a brand not all companies work on. They were able to repair during the initial appointment. Charges were fair and reasonable.

So sorry about the bad reviews below, but our experience just now was great! Jeremy came out to look at the damage to our ceramic cook-​top on our Samsung range. He checked it very thoroughly and determined that the top was indeed defective. He has ordered a new top to be installed on July 1. Jeremy was knowledgeable, professional and friendly. We are very happy with the work he did and as a representative of A&E, he is great. We do hope that he will be the rep to install the new top.

A&E’s appliance technician scratched the heck out of my hardwood floor when pulling out the fridge. This would have been avoided if he’d simply raised the refrigerators anchor feet before pulling the fridge forward but as he told me, «that’s why you signed the liability waiver.» I think he saved a few minutes doing it the way he did so he probably didn’t get stuck in the traffic he was worried about. He did still have time to pitch me an extended warranty plan though. If you’re looking for a reputable company I’d keep looking.

Movers accidentally cut the cord on my washer. After finding out from the LG approved service tech that there were no power cords in their distribution network in the US (national backorder, they said), I called Home Depot, whom I have an extended warranty with. They recommended I call A&E for the repair. Called A&E this morning:
Me: I need to schedule someone to come out to repair the cut cord on my washer on Saturday.
Man: Ok, let me transfer you.
Woman from Sears helps me, asks questions about the washer, gives me a 5 day ETA on the part. I can’t go another week without the washer, asked for it to be expedited. She quoted me the cost and I paid.
She thanked me and I said: wait! I still need to schedule someone to install it — or do I just have to do it myself?
She explained that there is just a small panel that unscrews off and the cord is then simple and self-​explanatory to install, otherwise I have to call A&E back to schedule… which I thought was what I’d been doing all along, just having to pre-​pay for the part since I knew exactly what needed to be repaired.
After getting off the phone, went and looked at the machine and there is NO small panel, in fact it looks like the whole washer needs to come apart to replace it. So I called A&E back. They said they can’t come out Saturday now will have to wait until Wednesday. Since I paid for expedited, I called around first, but no one else will install a part they didn’t order. Fine. I called A&E back to schedule for Wednesday, THEN they said that since I will be supplying my own part, it won’t be warrantied. Wait… WHAT?! I explained the situation and asked to talk to a manager, who thought I needed the idea of an initial service call and estimate explained to me like I’m a moron, and that she just didn’t know how I would have been transferred from someone at A&E to order my own part, but they would not warranty it, but then explained how the tech needs to come out to ‘diagnose’ the problem, then explained an estimate all over again, then would come back to repair it, which may take 10 – 14 days, or I could take a gamble that the tech MIGHT consider installing ‘my own’ part but definitely no warranty. Diagnose? Cord. Cut. In. Half.
*%#@ that.

Just to update this. the company sent four different repair people out to service my machine. Each had different stories about parts being needed or not needed. Bottom line, no one fixed my washer. I bought a useless warranty that this company was supposed to honor and they jerked me around for almost a month.

I can’t say enough good things about my service call today. This was the third service call for my less than 3 week old washing machine — but the first visit by a&e. The first 2 non-a&e techs came out, looked at the machine for 5 minutes and then told me there was nothing wrong with it. So, when my warranty service told me they were sending a third rep out, I was not optimistic about my chances of having my problem fixed.
The A&E rep (Ruben) showed up on time and gave me a courtesy call 45 minutes before he showed up to let me know he was on his way. Ruben was the first service tech that actually knew what he was talking about. A&e provides frequent training on the different machines so he was knowledgeable about my unit. He took the time to explain how the machine operated and why I was having problems. More importantly, he explained how to FIX the problem. When he left I finally had a functional washing machine for the first time in nearly a month!
Bottom line — a&e will ALWAYS be my FIRST CHOICE for service in the future.

I had an appointment scheduled with this company and given a window of 8:00am to 12:00non for their arrival. At 11:45 I called to ask the repairman’s whereabouts, and was told they would now be here somewhere between 12:48 an 2:30. A «supervisor (without any apology) told me she could reschedule within a two-​hour window at some day down the line. She then told me that wouldn’t be possible, but it would have to be another 4-​hour window in the future.
Do NOT use these people!

This company is employed by unqualified people. I have notified Kitchenaid to remove them from their website as a service provider.
I DO NOT and WOULD NOT recommend A&E Factory Service to make a repair on an Easy Bake Oven!
I wish there was a no star option. One is to many

I’m not sure if my problem is with A&E or Whirlpool, cut I do not really care. It is their job to work things out together. I have a brand new Whirlpool Duet dryer. It is literally one day old and does not work. Whirlpool dispatched A&E. The first guy came out looked at it and said it needed more parts. The second guy dispatched couldn’t get one of the parts from the first guy (it was still in his truck) and the other part was not delivered. Three weeks later I still do not have a working dryer. They supposedly keep sending parts that never reach us. No one seems to care and this is very frustrating.

I had a problem that I thought was caused by my washer that left brownish rust marks on my laundry. I did some cleaning of the washer myself, but when that didn’t resolve the issue, I went through the Sears Appliance repair website to schedule an appointment.
Sears sent out this guy from A&E Factory Services and he took a quick look at my washer and said, even though it looks nice and clean, it’s got rust problems that we can’t see and gave me the estimate for replacing the drum — $ 730. Yeah, uh-​huh, more than the cost of a new washer.
Fine if that’s the way it is, that’s life and of course I passed on it. This took the repair guy all of like 5 mins and I was still stuck with a bill for the $ 75 service call.
Just wondering if I could get a much cheaper option, I called a highly Unilocal reviewed appliance repair shop and ask them how much it would cost to replace the drum that causes the rusting problem.
That repairman immediately tells me, that it’s almost never the washer, but the dryer that causes the rust marks. He talked me through how to confirm that and was super helpful and professional. I check my dryer and just as he determined, I was able to wipe some rust off the dryer.
Anyhow, just over the phone, this other repairman was able to help me for free, while A&E Factory Service tech had no clue that the problem was something else and wanted to charge ridiculous prices for everything.
Basically, A&E is super expensive and not very skilled. That nets a fancy star on their review. Just one though.