My 4 yr old washer stopped working. I contacted A&E Factory Services because they had serviced my machine a yr before just days before my extended warranty expired. I was very surprised to get a same day appointment.
The tech arrived, I explained what happened. The tech took out his phone and kept punching the machine start button. As they always do when the button is pushed, lights flashed. The tech kept mumbling numbers and looking at his phone. Last year the tech hooked of a diagnostic tool which found and repaired a computer? problem.
The current tech looked at the machine, after he finished poking the start, and pointed at the right front corner of the lid and told me I had a defective lid lock. He quoted $299 for the repair, the part was about $54. Because of my previous experience, I trusted his word.
The guy was not at my house more than thirty minutes and it took less than 5 minutes to replace the part. He was only out of my sight long enough for me to go inside to retrieve my debit card while he went to his truck to get his card reader. I paid him, thanked him and waved goodbye. Then, I put in a load of wash and discovered my machine was still dead. I received an email with my receipt and saw that the tech noted: "Technician Comments: Replaced lid lock all ops okay." Not true.
I called the number on their web site asking for a refund. I was refused and told the work was guaranteed for 90 days and they schedule another appt for Jun 2 on May 21. I knew that after I was without a machine for two weeks that they would find another problem unrelated to the original repair and try to stick me with another big bill.
I raised cane on the Sears Home Services Facebook page and ended up with an appt the next day. When I learned the same tech was coming, I cancelled and have texts and emails to confirm the fact. The tech showed up anyway. I told him I had cancelled the appointment and told him to leave. Afterwards he sent a bill for $32.25.
I called again demanding a refund of all monies paid above what a diagnostic service call would have been, $99. I felt like I had reached a call center in the Philippines. I had trouble understanding anyone, spent a lot of time on hold, was cut off and transferred repeatedly. In the end I was told I would hear back from them in two weeks, no guarantees.
I have filed complaints with my state's Attorney General, the FTC, and the Chicago BBB. I have read lots of customer horror stories, backed up by a web page with comments from techs about their experiences working for the company. I've purchased a new machine and have made sure that the executive customer service rep of the company is aware of the business practices of A&E Factory Services, a subsidiary of Sears Home Services.
To preface I have been under service since November 2016 when my firdge and freezer stopped cooling. A & E factory service was called to reapair our Whirlpool fridge after Whirlpool sent a company who could not work on this type of fridge. The initial service took 3 weeks to get an apt. The initial repair process was great. The Technician was good, professional, and prompt.
service 2: Within 2 days the repair failed and i requested return service which was another 2 weeks. The same repair was completed again by the Same technician. The technician carefully explained that this was a last ditch effort to having to have to rebuild my fridge which was very expensive. I agreed.
Service 3:Within 2 days the repair failed and i requested return service which was another 15 days. The same technician explained the fridge had to be rebuilt. We agreed. He explained it would take weeks to get the parts and we selected a return date of December 9th. [continued below]....
He further explained it was a full day apt with 2 men becuase we have a heavy commercial fridge. The appt was set on his laptop right in front of me and i was provided a receipt for the parts.
Service 4: Today December 9th, no technician. I called A & E and they say there is no apt. After 10 minutes of arguing, then they tell me they can no longer get parts for my fridge. I said they were crazy as all the parts are piled in my garage, then she told me she does not know. I requested her to call the technician, she said she cannot contact them. I said then find someone who nows what is going on. She told me to hold and then hung up on me.
Following the hang up, I texted the technician directly and he told me he will try to figure out what is going on.
I attempted a 2nd call, a new rep said my repair was done on 12/5. I explained no one was at my home since 11/29/16. They told me my repair was completed on 12/5. I told thm again, my earlier call told me there were no parts for my fridge, that the parts are piled in my garage. He said he would report a recall to the service done on 12/5 and i would have to wait another 2 weeks. I explained it is unaccpetable. I took the day off work, no fridge for 2 months and nothing but lie after lie when i call. I explained i would not accept a recall to 12/5 because there was no service 12/5, that i wanted a recall to 11/29, the last attempt to repair. Agreeing to 12/5 recallis fraudulent. I asked for a manager, that 2 months is unacceptable and whatever happened on thier end with a list of misinformation has nothing to do with the fact that they should fix it now, not in 2 weeks. I said if they cant take care of me i would call the news. At that point, they said they would transfer me and again hung up on me. Every call to management is disconnected.
I have a built in commercial fridge that is 10K to replace when it can be repaired. Try going 2 months without a fridge!
BBB status fo NR Not Rated or accredited on a business since 2008.
I understand errors can happen, but then don't lie to customers with a different story on every call. Fix it based on th e level of urgency, especially when a customer has been incredibly patient. Do not hang up on them whee there is a problem. I need the news to contact this company to start forcing thier hand to stop abusing thousands of customers nationwide.
I am sure 1 call by the news would get my firdge fixed asap. I have exhausted my options.
A&E Factory Service, LLC Reviews
My 4 yr old washer stopped working. I contacted A&E Factory Services because they had serviced my machine a yr before just days before my extended warranty expired. I was very surprised to get a same day appointment.
The tech arrived, I explained what happened. The tech took out his phone and kept punching the machine start button. As they always do when the button is pushed, lights flashed. The tech kept mumbling numbers and looking at his phone. Last year the tech hooked of a diagnostic tool which found and repaired a computer? problem.
The current tech looked at the machine, after he finished poking the start, and pointed at the right front corner of the lid and told me I had a defective lid lock. He quoted $299 for the repair, the part was about $54. Because of my previous experience, I trusted his word.
The guy was not at my house more than thirty minutes and it took less than 5 minutes to replace the part. He was only out of my sight long enough for me to go inside to retrieve my debit card while he went to his truck to get his card reader. I paid him, thanked him and waved goodbye. Then, I put in a load of wash and discovered my machine was still dead. I received an email with my receipt and saw that the tech noted: "Technician Comments: Replaced lid lock all ops okay." Not true.
I called the number on their web site asking for a refund. I was refused and told the work was guaranteed for 90 days and they schedule another appt for Jun 2 on May 21. I knew that after I was without a machine for two weeks that they would find another problem unrelated to the original repair and try to stick me with another big bill.
I raised cane on the Sears Home Services Facebook page and ended up with an appt the next day. When I learned the same tech was coming, I cancelled and have texts and emails to confirm the fact. The tech showed up anyway. I told him I had cancelled the appointment and told him to leave. Afterwards he sent a bill for $32.25.
I called again demanding a refund of all monies paid above what a diagnostic service call would have been, $99. I felt like I had reached a call center in the Philippines. I had trouble understanding anyone, spent a lot of time on hold, was cut off and transferred repeatedly. In the end I was told I would hear back from them in two weeks, no guarantees.
I have filed complaints with my state's Attorney General, the FTC, and the Chicago BBB. I have read lots of customer horror stories, backed up by a web page with comments from techs about their experiences working for the company. I've purchased a new machine and have made sure that the executive customer service rep of the company is aware of the business practices of A&E Factory Services, a subsidiary of Sears Home Services.
To preface I have been under service since November 2016 when my firdge and freezer stopped cooling. A & E factory service was called to reapair our Whirlpool fridge after Whirlpool sent a company who could not work on this type of fridge. The initial service took 3 weeks to get an apt. The initial repair process was great. The Technician was good, professional, and prompt.
service 2: Within 2 days the repair failed and i requested return service which was another 2 weeks. The same repair was completed again by the Same technician. The technician carefully explained that this was a last ditch effort to having to have to rebuild my fridge which was very expensive. I agreed.
Service 3:Within 2 days the repair failed and i requested return service which was another 15 days. The same technician explained the fridge had to be rebuilt. We agreed. He explained it would take weeks to get the parts and we selected a return date of December 9th. [continued below]....
He further explained it was a full day apt with 2 men becuase we have a heavy commercial fridge. The appt was set on his laptop right in front of me and i was provided a receipt for the parts.
Service 4: Today December 9th, no technician. I called A & E and they say there is no apt. After 10 minutes of arguing, then they tell me they can no longer get parts for my fridge. I said they were crazy as all the parts are piled in my garage, then she told me she does not know. I requested her to call the technician, she said she cannot contact them. I said then find someone who nows what is going on. She told me to hold and then hung up on me.
Following the hang up, I texted the technician directly and he told me he will try to figure out what is going on.
I attempted a 2nd call, a new rep said my repair was done on 12/5. I explained no one was at my home since 11/29/16. They told me my repair was completed on 12/5. I told thm again, my earlier call told me there were no parts for my fridge, that the parts are piled in my garage. He said he would report a recall to the service done on 12/5 and i would have to wait another 2 weeks. I explained it is unaccpetable. I took the day off work, no fridge for 2 months and nothing but lie after lie when i call. I explained i would not accept a recall to 12/5 because there was no service 12/5, that i wanted a recall to 11/29, the last attempt to repair. Agreeing to 12/5 recallis fraudulent. I asked for a manager, that 2 months is unacceptable and whatever happened on thier end with a list of misinformation has nothing to do with the fact that they should fix it now, not in 2 weeks. I said if they cant take care of me i would call the news. At that point, they said they would transfer me and again hung up on me. Every call to management is disconnected.
I have a built in commercial fridge that is 10K to replace when it can be repaired. Try going 2 months without a fridge!
I go online to look up reviews and complaint:
Ropoff Report 100+ reportsConsumer affairs 672 complaints
Compalints Board 100+ complaints
yelp 1.5 stars in 55 reviews
BBB status fo NR Not Rated or accredited on a business since 2008.
I understand errors can happen, but then don't lie to customers with a different story on every call. Fix it based on th e level of urgency, especially when a customer has been incredibly patient. Do not hang up on them whee there is a problem. I need the news to contact this company to start forcing thier hand to stop abusing thousands of customers nationwide.
I am sure 1 call by the news would get my firdge fixed asap. I have exhausted my options.