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
    Nicole
    This god aweful expeirence with A & E Factory service is still on going... i have read the above comments and reply's...i am literally shaking my head in disbelief on exactly how UNPROFESSIONAL this company is. We bought our washer 2 years ago. this is currently our 3rd visit for repair. My washer broke on a saturday. we called that day-explained our situation to which a rep on the phone told us the soonest a repair man could be here was the following saturday.. obviously we tried to get one sooner, i have 2 children and run an in-home daycare.. the rep told me that she would check for cancellations and someone from company would be calling within 24 hours <-- (CURTESY OF THIR OUTSTANDING CUSTOMER SERVICE!) no call ever came. i called company back, was told that since the "saturday" date wasn't good enough for us, they didn't put order through and i had to wait now til the following monday!! i was, to say the least, upset at this point. I was told someone would call be back within 24 hrs to confirm appointment and then call the day before appointment. no call came 24 hrs after. My husband called company, said he looked at washer, new what part needed to be repaired to see if he could talk to someone to make sure it was on the truck, rep on other line said (and i quote:) " I'm just the guy that makes appointments, i can't do that!" Repair man called in the morning, said he would be here @ 2pm. strolled in at 4:15pm. literally turned on his computer, tipped the washer up, said: "yup its the drain pump" (which is what my husband said to rep on phone) "and i DON'T have that part on TRUCK so it has to be ordered, it'll take about 3-4 days to arrive here." well today is 5 days, and still no part. I called company this morning to find out why and they said oh it takes 7-10 days for part then u schedule another appointment to have them fix it. good news, the repair guy already set appointment up for this monday.. bad news is, he knew it wouldn't be here til then and still told us 3-4 days max!! (I'm now IRATE!!) This monday will be 3 WEEKS WITHOUT A WASHER. this is absolutely out of control. i spoke with a supervisor and expressed my feelings about their so called "company and customer service" which i could have had more of a conversation with a brick wall. this supervisor actually told me that if we wouldn't have been so cheap and instead bought a washer that was "name brand" we wouldn't be in this situation. his words not mine. This company is not reliable, is not professional, and is not the company anyone should have to deal with. ever. This will be the last time i ever deal with this company. i would rather spend $2000 for a new washer than ever deal with them again. Only upside is that we did buy warranty so none of this is out of pocket.. although, even if we had to warranty, this company would never see their money. not one cent. YES they are working to support their families and gas in the vehicles, but what about raping us.. the customer?? don't we work for a living? don't it cost us GAS MONEY to drive else where for 3 weeks to do our laundry??? If this company would actually do things in a professional manner, timely manner, and curtious manner MAYBE their wouldn't be 1,000 complaints on their service!! i have never seen so many unhappy customers in my life!! doesn't that serve as motivation for them??
  • 0
    GotGreatService
    Well said, Squonky. The bad reviews travel fast but nobody takes time to praise the good service I received from A&E here in south Florida.
    Technician showed up in the time frame promised (8am to 12pm) and was EXTREMELY knowledgeable about out Kitchen Aid built-in double oven.
    He took the unit out, replaced the necessary part, which he had on his van, and put the unit back without ONE scratch anywhere.
    The Flat fee of $129 was very reasonable and the part was just a bit more expensive than at the local appliance parts store (I called to find out after the call). Everybody has the right to a markup, especially when said NEW part is in their vans, it's company money sitting there in form of parts.
    All in all, I had a wonderful experience with A&E all around and will definitely use them again.
  • 0
    GotGreatService
    Oh, and I was given the choice to have that repair done BEFORE he even began working on it. Anyone that pays and coplains about it later is just plain dumb.
    Also, other companies around gave me a headache just trying to undersand their fees.
    A&E has flat fees, not hourly ones and there's tax too.
    It's the easiest form of charging I have dealt with among major companies.
  • 0
    vanessa
    I read ur complaint about A&E, and I have to disagree with you.  I would rather have A&E come out to service any and all of my appliance, for the flat rate fee of $129.00, in TX.  Not only is the cost GREAT & reasonable, it also comes with a 90 day warranty, whether the tech is there 5 mins or 5 hrs.  I'm definitely NO TECH & I could never repair any of my appliances, that's why there are trained professionals to do this.  You mentioned installing the part yourself....why would u do that after having a repair co. go out there to do that very thing.  U had 2 different co's go out with 2 different diagnosis.  I know that A&E has to take 1 step at a time to repair any appliance the RIGHT WAY.  Yes, it takes time, but would you rather a co that takes those steps to make sure u don't have future issues, as opposed to a co that will fix that problem, just to find out later on that- OH MY!- now I have to fix an element, or an electric wire, or something else.  You installed the part on ur own & u expect A&E to fix ur mistake for FREE- are u kidding me!  I think people expect things for free & that's not how it works.  Just like going to get ur car fixed- u need ur motor replaced, but u don't wanna pay for the mechanics worth/knowledge...u wanna pay what u THINK is "worth it"  I'd like to see some of u ppl that complain about any repair svc, do the hard work urself.  Maybe then will you guys appreciate the hard work that goes into getting things repaired the right way.  Also, if the price was too much for those 5 mins, why did u agree to have it done.  Did he not give u an estimate?  and if not, why didn't u ask for 1?  You'd ask ur doctor if he'd have to cut u open, wouldn't u.
  • 0
    service tech
    you dont understand the cost of running a truck up and down the road and wage's ,gas , insurance and parts cost and routing cost parts cost yes we don't carry every part and yes we could get most parts local in some case's but in respect to all the customer's complaints we don't have the time to run and get parts for everyone when your up against the clock with 10 or so calls hanging yes we would love to fix everything right the first time out and compete the call but life is't always fair and we can't always do what we would like to do as a tech were ordered to do thing a certain way whether we like it or not.
  • 0
    Jake
    And the motor did not fix the problem. If the tec messed up he would have to pay for the correct repair, next time don't be so cheep and hire a factory approved tech instead of some back yard repair man.
  • 0
    Jake
    Oh ya like what appliance manufacturer, because they are all the same and forein companies are the worst.
  • 0
    Jake
    You know you are responsible for paying for the repair on you fridge from the power outage. No way any appliance company should have to pay for your own bad luck with your power company.
  • 0
    JanJam
    I should have listened read the reviews. A and E Factory service has more negative feedback than any other company I've researched. I decided to contact them any way because Kitchenaid uses them as their repair service. Needless to say I contacted them regarding my broken refrigerator and scheduled an appointment. First, they couldn't give me an appointment until a week later. I explained that my son was diabetic and needed his insulin refrigerated. Unfortunately they were still unable to schedule an appointment. Since my parts were under warranty I bit the bullet and scheduled the appointment between 1 and 5. They called me the day of the appointment and asked me if they could come at 11:00 am.  I was in a meeting and told them that I had taken half a day so that I could be home between 1 and 5. The person told me okay that they would be there. At 4:15pm they called that the service technician could not make it and the only availabe appointment was a Saturday 10 days later. I went ballistic, and asked them who was going to pay for my half day. They couldn't answer. I decided to call some one locally, that very night they came out and fixed it for a decent price. I will never recommend this company and will never perchase a kitchenaid product again. I urge everyone to shop around, with this economy it is a buyers market, other companies with better customer service are willing to do the work. Thats what makes this country the greatest. Got to love it...
  • 0
    V
    Your comments make no sense.  You can not decline the estimate charge and just pay the 65 dollars.  I agree A and E has THE WORST SERVICE I HAVE EVER DEALT with.  I waited 2 months for a plug for my fridge.  First they had "research" the part for a month.  Then they said every day for a month that the part would be there that day.  Then they shipped the part 4 times to the wrong address because whomever works there cannot spell or type.  Then they had incorrect phone numbers for my account, all 3 numbers I had given them.  They are horrible.  I will tell everyone I know NEVER to call them for service.  I will also never buy a service warranty with a story that uses them.  I have never seen such lying and poor business in my life.
  • 0
    sheryl Korn
    A&E is horrible and I agree there do need to be out of business.
  • 0
    ex tech
    I agree with you two.  i was lucky enough to find a different job recently and do not have to listen to customers complain for 12 hours a day. also i enjoy the new found time in the evenings and weekends to spend with my. family. good luck to all you good techs out there.
  • 0
    Monica
    We have had multiple visits from repairmen from A&E Factory Services after we purchased our dishwasher from Lowe's. (contract 275790292 with purchased warranty 40650)
    1. During 6 separate contracted appointment times (4/6, 4/16, 4/17, 4/29, 5/1, 5/7) technicians have only arrived once during the time frame and were a complete no-show on 4/16.
    2. Each repairman states the previous repairman did not diagnose the problem correctly. Each repairman orders a different part just so they could get out of the house, according to the senior repair tech we spoke to on the phone.
    3. The company refuses to schedule a service call until the part has arrived, regardless if the tracking number confirms arrival date.
    4. The tech on 5/1 promised to "escalate the call" and have a senior service tech show up to the next appointment time. Customer service for A&E stated today that they have no control over the type of service tech that will show up due to automatic computer scheduling based on geographical location of techs. Today the tech was in Woodstock and called at 10 minutes to noon but could not arrive until 1230pm. Appointment time frame was scheduled for 8am-12noon.
    We believe the company is intentionally delaying repair to bill the manufacturer more money than the repair requires by blaming inexperienced technicians. We request Lowe's no longer use A&E Factory Service for contracted repair of appliances if Lowe's wishes to continue with high customer satisfaction scores.
    A copy of the Better Business Bureau complaint filed 5/7/2010 is attached and a reply is requested from Lowe's. Copies of this letter have been sent to store #1119 as well as corporate headquarters of Lowe's and A&E Factory Services.
  • 0
    Jackie
    I live in Nashville downtown, I hope everybody recovery from this water flood problem!

    I have been wait for technician guy couple of hours and last minute he call me if he show up it will going to be
    $129.00 and he find more technical problem, it will be a lot.
    I was on the phone their head office and they never talking about expenses under one year use, no matter what
    they need come out for service and we bought 4 years warranty protection plan with extra money.
    After that I try to call their head office they say to me same story.   They want to visit my place again
    with any charge but I need provide purchase receipt and protection receipt.   I love see them appointment day.
    User fault, of course I do need pay but .......    Someone work for A & E but very negative attitude ......

    Even English is not my mother tongue and is for me.   I don't want him to come my house for repair
    my washer and dryer never.  Beside, Head office some answer the phone, they are very nice and pro.
  • 0
    Truth
    Actually, you are wrong! A&E is the # 1 service provider for Whirlpool/Maytag, but if you don't like A&E or the dates are too far out, whatever your reason, all you do is call them back and say, i want you to find another vendor to service my appliance. At that time, they will look else where! All you have to do is ask and stop complaining...pretty sure there are worse things then broken dryers and high cost items!
  • 0
    Upset Customer
    A & E has to be the worst, the Customer Service Department are rude and are not very helpful.  They tell you that the call is being recorded for training purposes, I guess no one ever listens to the calls, because they really need more training. I set up an appointment and the day before the appointment I get a recorded message reminding me of my appointment, then a half hour later I get a call from a rude customer service rep telling me they have to reschedule my appointment because the serviceman can't make it. They want to make  another appointment a week later. they just want to keep you waiting and you know that when the serviceman does get there they won't have the part on the truck and will have to order it! Even though you use the diagnostic program and told them what the problem was. The charge for my call was going to be $129.00 just for them to come out. I will never use A & E again! My advise beware of A & E!!!
  • 0
    Taylor
    The company has introduced a office strictly for customer complaints. No pushing buttons for 10 minutes. You will talk to a PERSON. Contact (513)319-6257 and the problems will be addressed. Look forward to speaking with you.
  • 0
    Mike
    You said in your complaint that the repairman made $114.00 i dont think so. The technician probably makes 18 to 20 per hour. And you must live in an out lying area if you hade a 8 hour time window. And the mark up on the parts is another subject. Go to a fly by night company which most are and see how much that would have cost you. When customers dont do any research they are always ready to pounce on the technician. Trust me the hourly pay is never worth the crap I have to put up with most customers. DO YOUR HOMEWORK.
  • 0
    Edward
    A&E tect.came. to see what was wrong with my microwave. The vent at the top of the microwave clamp that hold the vent to the frame was broken only on one side the clamp need to be replace. We had the vent off when he arrive there was no labor involve, just order the part. He charge my wife $129.00 labor just to come and look and see the part number was and $46.00 for the part, everything added up to $180.00 with taxes. You think you have a problem with this company? They never tell you if there is a travel or service fee if they come to your home. I am going to follow up on this with comsumer affairs and find out if their charges are in compliance with california state law. This tect. only got the parts number and thats all. Please let me know what you think, and others.
  • 0
    Eric
    If you have a complaint A&E has a Cust Hotline where you can speak to a real person....Contact info is Eric Sizemore at 1-513-319-6257. I will be happy to address ANY CONCERN YOU HAVE..
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