Price Gouging at A & E Factory

ComplaintsHome & GardenA & E Factory

Complaint

0
Elizabeth Butler
Country: United States
A & E Factory Service,a nationwide provider for Kitchenaid appliances, should  not be recommended by its suppliers. I called them to have two panels replaced on my side-by-side KithenAid refrigerator. They quoted me a price of $65 for the service call and told that I will be charged for the workman time extra. The service man came and had the panels replaced in 5 minutes. He billed me for $200! I was shocked to see this price. I think they should be obligated to give a more realistic price quote before the service.

Comments

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  • 0
    Bob
    After calling for a service call to Maytag for my dishwasher purchased 9.27.08 on Saturday 9.12.09 I was told the first appointment was for Friday (1-5 PM) 9.18.09. Taking off of work I called A&E at 3 PM and told they would have service tech call me. NO CALL. At 4 PM call again and was told the same - NO CALL! At 4:45 PM called Maytag and they called A&E and was told the same - after 5 PM again called Maytag and told them I had to leave by 5:15 so cancelled the service call. Altho, I have had problems with Best in the past I scheduled a service call for Monday 9.21.09 between 10 & 12 AM. Another half day off work with no pay! I think they are trying to delay until after my 1 year warranty expires!! Bob
  • 0
    Grandma J
    I only wish my trip charge was $72.  Mine was $129 + tax just to show up, WITHOUT prior notification that the fee of $65 was no longer charged for certain selected appliances.  After 2 phone calls, 1 to A&E, 1 to Maytag, I feel your frustration.  I was told that if they had driven to my home for a refrigerator, the cost would have been $65.  So, all you A&E repair employees who post here about the cost of trucks and gas, DON'T try to say it's more expensive to drive a truck to my home for a washer.  And tell your bosses to NOTIFY your customers of higher rates for selected appliances so they don't feel they are 'held hostage' in their own home by a repairman who can't/won't leave without payment.
  • 0
    Grandma J
    How about $139.32?  That's A&E's new price to show up, unless of course you are calling about one of the appliances that only cost $65 to show up.  That's what I was just told by A&E themselves.  So don't claim it's the cost of gas.....A&E says it's not gas.
  • 0
    Grandma J
    ....but A&E openly admits that the service call is $65 for some appliances and $129 for others whether they fix it or not.  How is the gas and truck maintenance cost different for the same drive?  Now that we all know that they are setting prices based on appliance, not distance to the home, I think it changes the picture of how they treat customers.  And, NO, they do not always warn you up front that you have one of the $129 drives.  It would be more professional to charge by the hr....
  • 0
    consumer
    | 1 reply
    A & E has the most rude, arrogant, unprofessional, unknowledgeable people working the phone lines and scheduling appointments.  We have dealt with 7 different employees of theirs and not one of them has acted professional.  We bought a new dryer and even bought the extended warranty.  The dryer quit working after 1 month.  That was 5 weeks ago, two different repairman trips and they still haven't been able to get the right part to fix it.  I will definitely check to see who the repair service is with before I buy any other appliance.  The last rude person I spoke with told me that they were only allowed to spend 5 minutes on each phone call and that my time was up.  I am in process of contacting consumer help services and filing legal action.  I could buy a new dryer and trash this one cheaper, but it's the principle of the thing and after reading all these other comments, the company needs to be put out of business.  With the unemployment rate as high as it is today, I am sure there are plenty of well mannered people who would love to have a job making what these people make.
    • 0
      Patsy Donaldson replies to consumer
      I totally agree when my warranty is over I would never use a & e again. They are extremely rude and never really fix any problems
  • 0
    Unhappy about A & E
    A & E overcharges and admits it when you voice a complaint to them.  Best to use them ONLY when a product is under warranty.  My opinion.
  • 0
    Disgruntled Suburban Mom
    I have a home warranty, so my beef isn't even with their charge, it's with their crappy customer service and their inability to actually fix anything.

    To make a really long story short:
    1. They sent the wrong part 3 times
    2. They put me in their "reschedule auto dialer" and called me 4 times a day for weeks as they continued to send me the wrong part
    3. No one returns a call, ever.
    4. My service window is EIGHT HOURS
    5. I took off 4 days work over the course of 5 weeks
    6. Every time they had to reorder the part the service appointment was pushed out another week.
    7. Nothing is their fault
    8. They so much as admitted it was a terrible customer experience but weren't even willing to give me back the only thing I paid - my $60 deductible.
  • 0
    Murthy
    I had bad experience with A & E , I got a WHIRLPOOL Microwave which does not heat, Technician charged a $70.00 for checking the oven, and estimated parts to be replaced about  $350.00, stating that if we order the same via A & E, the labor charge be waived from the total, I called in today to order the parts, customer care representative says that I have to pay again for labor  $129.00.   When I checked  online for the parts they are of $2.99.
  • 0
    HRG
    Quick 5 min fix , I am expecting an hourly charge . I have been in the service industry for many years and this is normal , so i thought . After the reapir , i was hit with a flat rate charge , 129 $ . Long story short , hope they enjoy that 129 $ it will be their last ! The quality of service was as poor as it gets !
  • 0
    jb
    you must be a repairman
  • 0
    Dottie
    Well at least A&E showed for some of you! They would only give a window of 8-5 during that time I called (3) three times to check the status of arrival. I was told the tech would call when they're on their way.  Well I never received a call, so I called them again (4th call) at 6:05 and they told me they would have to cancel because the tech was pulled.  Okay I took off a day from work which I would not complain about if they showed or called, they did neither and was rude when I asked why they didn't.  I was bascially told Sh** happens! They wanted me to then sit home on a Saturday 2 weeks from today all day from 8-5 they and wouldn't even offer a shorter window. Am I to use a hot plate in the place of my stove for two weeks?  What service! In today's economy people still can care less! I guess they make enough money not to care. Que Sera Sera
  • 0
    Dottie
    Get to get together with other coworkes such as the person you responded to and start a company. Even on a small scale you could possibly do well.  I know it's not very easy to do but you should try.  Maybe then you won't moan and complain about using your own van etc.  I paid for a service I just want you to show up. Don't take it personally because it appears to be A&E and how they handle business.  People become upset when they're treated poorly, because you are the face of A&E so maybe you should let management know those answering the phone etc are rude and the result is you become the "whipping boy", see if they care.  So don't fault the consumer who pay for you having a job for responding to how they're being treated.  When you do show up at my house like all other hardworking service providers I allow you in the front door, offer you coffee or water, and disipline any child being rude although my children are fairly well behaved.  Have a great day!
  • 0
    John
    Cry me a river Greg.  The customer service sucks.  Frankly, if the don't want to be in the industry because of costs then get out.  They have no problem taking our money for a service contract but God forbid we should expect next day service on a broken appliance.  Funny its Friday and I asked for Saturday service on my washer and they can't make it till next Friday. Oh and shove that beer where the sun don't shine and enjoy life!!!
  • 0
    Broken Dryer
    Ok, all I can say is beware of A & E Factory Service.  First of all, I noticed my dryer was not drying are clothes, but would still tumble.  So, I called a independent service tech. to come out and take a look.  After examining the Dryer, he told me the motor needed replaced.  Since, my dryer is only 3.5 years old, I called Speed Queen to see if the motor was covered.  It had 5 years on the motor.  Well, since its covered under  warranty, I want to get someeone out quickly to repair it, since we have been down at that time 5 days.  So, the A & E tech arrives at about 4pm after giving us a 8-5pm window and after examining the dryer, he says the Heating element is bad.  So, he tells my wife that we can order that part for you and it should be in in 1 week.  Here comes the interesting part.  He charges me a $68.90 service fee, ok.  The part is going to be $79.63 and labor to install the part is $149.46.  Hmmm...does that sound a little strange to you.  Anyways, I told them we would not be asking them to repair the dryer, who would?  I got on the phone to Speed Queen and they were gonna ship the heating element out the next day, which this was late Thursday, which means I would receive it Monday.  Well, I asked if I could get the part from a local appliance store where I work and Speed Queen sent them a purchase credit order.  This is at 5:30 going on 6pm and the store had it by 10:30am the next morning.  I picked the part up, installed the part myself after coming home from work. I'm not an appliance tech expert by any means, but I can fix certain things if I have instructions.  Anyways, I installed the part in less than 30 min.  Ok, so A & E misdiagnosed my dryer after I told them the first tech. said it was the motor.  I called A & E that evening and explained to them that I replaced the heating element that was bad and still no heat.  They aked who installed the heating element.  They explained that we would schedule another service tech to come back out and reservice the dryer and probably charge me another $68.90 charge.  They also told me they don't carry any part on the van that is more than $50.00.  They were more worried about me installing the part, rather than have one of there own people install it for a total of $233.87.  Anyways, I contacted Speed Queen, AGAIN, and now they overnighted a new motor to me and waiting on another service tech to install the motor.  So, we have been down 2 weeks w/o a dryer.  What happened to the days when you don't pay for a service until the item that is being worked on is fixed?
  • 0
    obvious
    most of the problems with appliances these days are tied to expensive complex electronic controls.   If you dont want to pay thru the nose then dont get the digital, energy star, feature packed money black hole.   Keep it simple stoopid.  If you buy an appliance that has multiple computers in it then you should be prepared for huge cost of parts and puzzling, complex repairs that take time... and time is money... that computer that was made in china for pennys but will cost u 400 bucks!
  • 0
    John Folder
    A & E has to be the most incompetent service company on the planet.

    Why doe a company like Maytag contract with such a company.

    If they are owned by Sears, that should be warning enough for everyone.
    My advice --- Avoid A and E.
  • 0
    Kathy
    A&E tech came to look at our washer which was making a loud sound.  He evaluated and came to a logical conclusion--parts weren't made and Assurant/GE would probably tell us to go buy a new one.  It's been a week.  A&E dropped the ball calling it in to Assurant because they have a 2 minute wait time and after that they hang up.  Too bad they don't have a 2 min wait time for their cuwstomers.  THe tech told me I could use the machine...now it flooded my laundry room.  What a mess at every point...both A&E and Assurant/GE.  IT's time to cancel the policy.
  • 0
    Been Scammed
    KitchenAid referred us to A&E for service for our refrigerator that was still under warranty. The crispers were too cold. He had no idea what was wrong and replaced the diffuser and said he had to order a thermostat.  Tried to sell us a service contract and said the service call, if we had to pay, would have been over 300.00. After he left my refrigerator temperature would not go below 55 degrees.  We called A & E and described that everything was going to spoil.  They said a manger would call but never did.  We spoke with 4 different people and were accused of being difficult and they were not responsible for spoilage. We were about to lose over 250.00 worth of food!! We were told no one else could come because we needed a part.  NOW THE FRIG WAS WORSE AFTER THE TECH LEFT. When are these companies going to catch on that they are being scammed with outrageous claims of broken parts that are perfectly fine because it is a warranty call.  And they won't leave the part they took out. THEY ARE THE WORST COMPANY WITH NO CUSTOMER SERVICE.  I will not let them back in my house.
  • 0
    Semper Fi, Mac!
    * 2009.12.31: I got a call on my answering machine that said my stove -- Frigidaire Electrolux Professional Series (model #PLEF398CCB) -- which I bought from Sears, may be a fire hazard, that I should stop using it, and that I should schedule an appointment to have it fixed. I made an appointment for 2010.01.07.


    * 2010.01.07: Repairman came, asked me where the new part was that he was supposed to use to fix my stove. He said A&E should have contacted me prior to his arrival and shipped the needed part to me ahead of the repairman's visit so that work could begin. I said all that was news to me -- no one told me. No repair parts are kept in the repairman's truck, he said. He ordered the part for me while he was at my house. Then he left.

    * 2010.01.15: Same repairman as the one who was here on 2010.01.07 arrived, per schedule. He replaced a part in my stove with a new part that had been ordered on my behalf, then he left. Later that night I used the stove to fix my dinner. When I did, I observed that the heat settings on the left front burner read "high" for the low setting and "low" for the high setting. The next day I called to get a new appointment to fix the problem introduced by the tech's "fix."

    * 2010.02.04: Repairman showed up 45 minutes beyond the 1 p.m. - 5 p.m. scheduled appointment "window" to fix the problem introduced by the previous repairman. I turned on the errant burner and showed him the problem. Yep, it's broken, he agreed -- time to order a new part ... which, of course, he didn't have with him. He used his laptop computer to order a new part, and he left. I called A&E to get a new appointment. A&E said it would be for 2010.02.12 between 8 a.m. and noon.

    * 2010.02.12: Repairman arrived at 2:30 p.m. -- two and a half hours after the scheduled four-hour window. I asked him for his business card. He said he had none. Moreover, he did not volunteer any official ID. (A&E's web site -- http://www.aefactoryservice.com/ae_consumer/index.html -- states that all repair technicians possess an "official ID.") He asked me for the pre-ordered part. I produced it for him. Then he started to move the stove away from the wall -- without placing a protective plastic mat on the floor as a portable platform for moving the stove so that it wouldn't damage the floor. Immediately I told him to stop. I asked him to put a plastic mat on the floor prior to moving the stove, just as other A&E repairmen had used on previous visits. He said he didn't have a mat. I asked him, "Why not?" He shrugged and mumbled something that didn't pass the giggle test as a legitimate answer. I told him that in that case he came to work unprepared. He then had the nerve to say that he wanted *me* to move the stove, that he wasn't going to accept any responsibility for damage to my floor, and that he wanted me to sign a waiver absolving him from any damage to the floor. I said, no, I wasn't going to do that; it was his responsibility to see to it that the stove got moved safely. Because he wouldn't budge on the issue, I told him to gather up his tools and get out of my house, which he did. Privately I now resolved to not call A&E for another appointment at this time. I wanted to reflect on my options, given the ineffectual "service" I received.

    * 2010.02.19: I got a message on my answering machine that said I was scheduled for an appointment with A&E for tomorrow, Saturday, 2010.02.20 -- but I hadn't called A&E to make this appointment! So I called 800.905.9505 at 2:10 p.m. on 2010.02.19. I asked the customer service rep who, per the automated message left on my answering machine, had scheduled me for another A&E appointment? He said he didn't know, but that "it probably was the technician." I said, yes, that probably happened, that someone apparently scheduled me for another appointment without my permission and without consulting me. I told the service rep to cancel the unwanted, unapproved appointment.
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