Firstly, they give a time range of 8AM to 5PM (ridiculous!), which means one has to take off from work. All this to get a refrigerator repaired. We call them multiple times in the day for a more precise time slot and we were told that the technician would call shortly. Then at 4:30pm, we get a Robot call, asking us to call a 800 number to reschedule. They did not even have the courtesy to get a human to call and explain the situation. That was it, I was not going to schedule another day and take another day off to deal with such an unscroupulous company. Please most definitely avoid them.
Posted: 7/29/2015 • Link to this review
My dryer takes 2-3 hrs to dry a load. We bought extended services though HomeDepot. So they sent a technician out. He spent about 45 mins on looking at it. He was thorough looking at different things. But didn't come up with any problems. He stated nothing is wrong with the dryer. Hum!!! Shouldn't take 2-3 hours to dry a load. I've had the dryer 5 yrs now and this happened since day one. (Don't by LG appliances!)
Posted: 8/20/2014 • Link to this review
My experience is like others. They gave me a time window of 1-5 pm for a Whirlpool oven repair. I took the afternoon off from work to meet them. Late in the afternoon they called to say they weren't coming and would I like to reschedule. I asked to speak to a supervisor and was put on hold. No one picked up the line for the next 20 minutes and I finally gave up. I called another repair company.
Posted: 3/12/2014 • Link to this review
I made my appt for today two weeks ago. My window was 1-5. They called at 1:15 to say they would not make it and would I like to reschedule? No, I would not. I have not had a stove for two weeks, I am out of time. You do not value me as a customer and I do not trust you. Kitchen Aid steered me to this company but I certainly won't make that mistake again. Also, the young woman who called me hung up on me after I asked to speak w/ someone else about their lack of a back up plan for weekends. Real professional that is...Big Thumbs Down. I have already called another company...
Posted: 2/08/2014 • Link to this review
DO NOT USE THEY WILL NOT SHOW UP. It took a week to get an appointment. I was given 7-12 window, at 11 received a call that they would be late. At 5pm I called to see ETA only to be told that I needed to reschedule. The earliest availability was 8 days from today.(However, they could put me on a cancellation list) Learn from my mistake choose anybody but A & E
Posted: 11/12/2013 • Link to this review
Awful. Terrible. atrocious. dreadful. painful. That was my experience with A&E. I'm disappointed there is not an option to give ZERO stars. I think this is needed for this company. I am stunned at the lack of customer service and professionalism from this company. I am floored at the experience I have had with them, and cannot imagine how they are still in business. I have had several issues with this company in the past, but was forced to use them by Whirlpool since they were the only company with a Saturday appointment available. They scheduled an appointment for Saturday between 8 and 5. Apparently, there was no appointment window that was a shorter amount of time than 9 hours because it is so hard to estimate when you can make a service call to someone's home. (Note Sarcasm). So my boyfriend and I waited. At 6pm (just an hour after the 8-5 window ended) the technician called me and said he was on his way. While he was late, I was still happy to be getting this out of the way. 7:00 rolled around and no one showed up. When I called customer support AGAIN, they said he was on his way. So I waited until 8pm until calling again and asking why he had not shown up. I received no help.
Posted: 7/01/2013 • Link to this review
A&E was dispatched by the warranty dept at Sears to fix our dripping water dispensor on a brand new Whirlpool fridge. The tech performed a rudimentary, manual test of the dispensor's water flow rate and without doing anything else, pronounced that the fridge was fine and that I needed to pay a plumber to check our home water pressure. I bought a gauge myself and verified the next day that our pressure was perfect. I had Whirlpool dispatch another company the next week. The tech ordered a new valve before arriving, replaced it, tightened another connection and the drip was solved. The A&E guy was clueless, and simply pushed the problem back to me as if I was wasting his time. If I hadn't been able to check the pressure myself, I would have wasted a lot of $ on a plumber for nothing. A&E's service was pathetic - avoid them for your own good.
Posted: 9/20/2012 • Link to this review
Prior to the repair attempt, the ice maker on the fridge door wasn't working but the water was still coming out of the front door, as designed. After the repair attempt, we still have no ice coming from door and then the water stopped working. So, basically, the repair was NOT a repair and created more issues. We experienced incompetent repairmen who most often did not speak English well. We were charged a significantly higher price than quoted. A&E did not properly repair fridge. A&E refuses to come back and fix fridge until paid the price that was NOT approved. Accounts Receivables interaction is also as difficult and incompetent. Calls routed and re-routed. Hard to understand reps (foreign accent). Calls are not returned when messages have been left and voicemail recording claims they will return your call. No one has any authority to override any of their "policies" and provide meaningful customer service. Its been 4 months and we still have no resolution. I will continue to stand my ground and will use my power as a consumer to no longer purchase from Sears or use A&E Factory Repair Service. When asked, I will also share this experience with any other consumers who considering Sears and A&E when making an appliance purchase. Thank you, Kudzu for this forum in which to share our experiences.
Posted: 2/15/2012 • Link to this review
Cannot speak English, did not bring parts, arrive 3 hours later than assigned window, stood around without knowing what to do, attempted to look for other 'fixes'. Charged labor and parts cost and didn't install anything. Now I get to wait all over again next week. Hooray!! Find another vendor.
Posted: 8/30/2011 • Link to this review
Maytag sent these guys out for a warranty compressor replacement on my refrigerator. The guy overcharged the compressor so that it would constantly frost up and melt onto my floor. Problem was, it was in the back corner of the cabinet, so it didn't show until I found the floor rotted out.
Posted: 8/04/2011 • Link to this review
Needed washer fixed. Got a part that didn't work. New part came a few days later. On day service was scheduled, a tech came, said we weren't on his schedule and that he goofed. CSR at 800 # said routing office would call to advise ETA of correct tech. Called twice more trying to get schedule. Still waiting. Didn't even get apology for mixup last time I called. Whole process has been over two weeks. I'm using anyone but these folks next time.
Posted: 6/21/2011 • Link to this review
After waiting for 3 hours, a Customer Service Rep called stating that the tech will not be coming due to "emergency" and the next appointment won't be until 8 days later. She was rude and made it sound like it's my fault for making an appointment! It is such a disappointment. They say there are no other tech in the area. Bogus... since this is a huge city. Don't bother dealing with a headache.
Posted: 1/24/2011 • Link to this review
I waited 4 hours for a technician to show up. When he arrived, he took 90 minutes to make repair. 24 hours and $371 later, the problem still exists. I called the 800 # only to be told I have to wait another three days, and another 4 hour window before someone can come back out to try to fix the problem. I asked to speak to a manager to get an earlier repair date and was told a manager was not available. The customer service rep. could not even give me the name of a manager. I will NEVER use this company again!
Posted: 11/05/2010 • Last edited: 1/06/2011 • Link to this review
They fixed our microwave in no time, when the first company that came out took 5 months and left it on our floor. Professional, knowledgable, and friendly. Wonderful Job. Thank you!
Posted: 8/26/2010 • Last edited: 1/06/2011 • Link to this review