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
    CC
    A&E is terrible.  It literally took them a year to come fix a lead with my washer --due to a mix of missed appointments, incorrect assessments of partners needs, and -to the manufacturer's fault - back-ordered parts.  They came in the winter and said they needed more room to do the repair, so they would have to come back in the spring, when they could move the appliance outside.  Then they came back in the spring and worked inside because it was too hot outside.  

    Then they finally "fix" the machine --and now it's not leaking, but not working.  But they say it's a new problem, so it's not covered in the 90-day warranty on the previous service.  So they wanted to charge me again.  For a break THEY caused.
  • 0
    Gatorboop
    Our A&E technician was rude and misdiagnosed my refrigerator repair. I paid $70 for the service call and he gave me an estimate of $777 to repair my 5 year old maytag refrigerator. He claimed it needed a new compressorm refrigerent and evaporator.  I decided I better start looking to buy a new refrigerator at that price. My boyfriend then googled the problem with the refrigerator and explained it to a local appliance shop. He then replaced the fan for $20 and now it runs like new!
  • 0
    Joel
    A&E Factory Service is a joke!  I had an appointment today, 1 SEP 2011, between 1pm and 5pm.  I made the appointment over a week ago and reconfirmed it yesterday.  I asked them yesterday if they could call me at work today to let me know when they were on their way.  They told me that was not possible.  So, here I sit on the day of my scheduled service waiting for them only to be told at 4pm that they would not be coming for the service call.

    These people are the worst.  They will overbook their schedule and expect you to take off work to wait for them, and MAYBE they'll get to you.

    Stay away from this company!
  • 0
    Tangbug
    Luckily for me (as a former aircraft now telco technician & consumer) before completing the repair appointment, I clicked on this web-pg found on my Google search for help today with my KitchenAid side-by-side fridge which is not cooling. It started going bad the month to the day the original 5yr warranty was up and BOY was I temped to buy a service contract. For no ice in 2010 Abel/technician (in Dallas, NOT with A&E) showed during the agreed window and replaced the icemaker for a burned controller card which I saw (and I kept the part). I waited 24hrs as required, no ice...I called him back on his cell and he confered with his boss who was an apparent expert. He came back out the next day and replaced it with a known match and 24hrs later I had ice. I called and thanked him for which he was shocked. Apparently he only gets the bad calls. Now WHERE did I put his number???
    P. S. Did I mention when I reluctantly bought it new from SEARS and had a teenage at home in my new house, the salesguy John allowed me to bring home a personal fridge until KitchedAid 'made' mine which took almost a month. The delivery guys told me they were 'supposed' to take the minifridge with them but then WHY did SEARS call me and request for me to bring their fridge back?
    P. P. S. Did I mention I now work in the very type of customer service from previous complaints? It sucks from both sides.
  • 0
    Michelle Ot
    Just bought a front load dryer with pedestal and another for washer. The clamp broke on pedestal so machine viberate all over the place. Call A&E service because hhGregg has service with them. Had to wait 8 days. The morning for repair was told that service be there in 10 minutes. Then they called back to say they can't fix ped. but the dryer also broke during wait for appointment so I told service tech to please come over to at least to fix that. He refused stating I need to make another appointment. I was pissed!!!!!!! I called and of course they wanted me to wait ten more days, stating that my appointment today was cancel! The tech cancel because he didn't want to come over to fix dryer then company did nothing to resolve this problem. Stating they were busy! What a joke!! AE schuduled appointment then service tech cancel it and they want me to wait another 10 days for repairs? I return product and getting new one deliver but I might cancel this new dryer and buy from another store because I don't want to deal with this company in future!!!!
  • 0
    CD
    Just as I suspected after reading all the complaints on the web.  I was stood up for my appt today with the lame excuse that my technician went home injured and no others were available.  I had scheduled this appt. 2 weeks ago and am now today someone will be here in another 4 days.  I almost believe that.  They are performing just as I had expected but are unfortunately contracted by our extended warrantly co.
  • 0
    irritated in PGH.
    Just go off the phone with A&E.  The repairman that came to fix my Kitchen Aid range was at my home at 1:15 when I specified several times to several people that I could not be home until 3:30.  They apologized and said I needed to make another appt., again with a window from 1-5 for a date that is 16 days from my original call.  Again I said I could not be there until 3:30. This time they told me I could not be guaranteed a time of arrival except for 1-5 so I may miss the appt again. We went round and round on this point with no offer of a suggestion to help me get my range fixed.   I need to use this co. because of a service agreement I pd for when I bought the range.  I have invested a lot of money in this range plus service agreement (which I may never do again.)  Any suggestions besides taking the day off, which I can't do right now. Whatever happened to customer service with a smile? Whatever happens in my case, when you are searching for a service repair co., take the time to ask questions and find one that is willing to do you right.
  • 0
    Tech.jjjj
    Idiots. U should b all embarressed.
  • 0
    Jim Stephens
    Had a service call and was "sold" a Warranty plan and given a quote by the technician. At the time of the quote the tech explained that with this plan we would be entitled to FREE annual preventive service to do things like "clean the refrigerator coils, etc. All we had to do was call for the service. This is the type policy we have on several other item with Sears. So when I called to buy this agreement and after being on hold for over 30 minutes and after they had taken my credit card info it was then explained that the preventive service was not part of this agreement but they could certainly re-quote it with that included. And here I thought the old "BAIT AND SWITCH" routine was no longer being used. Silly me! I am very very disappointed with this and had thought that Sears did not participate in such shenanigans. They will hear from me about this.
  • 0
    Gary D.
    Had the same problems as all the rest. FIRST appointment tech from A&E could do nothing, but was a nice guy. Set a SECOND appointment to have a new pan replaced on the Frig. Set up by KitchenAid and a warranty replacement. One hour into the scheduled appointment window A&E calls (automated call) that my appt is cancelled. A&E's very useless Customer Service department said "sorry" next available appointment is two weeks out.
    My suggestion to all- find yourselves a local "mom&pop" repair guy in town and ask them what services they can handle, do this before it's needed.
  • 0
    ExellentTech
    Ae service has a lot of issues but what you dont see on sites like these is all the satisfied customers so remember that. However the techs are overloaded with calls I often get 5 or 6 morning calls which is impossible to do a good repair sometimes. With AE factory as a customer your expirience is going to depend on who you get for the most part besides all the other problems with incompetence in other departments in the sears company. Some techs are miserable and some have good attitudes, some know what they are doing and some not so much. As a tech you can get negativity from all directions but mostly from angry customers when your in their little world(house) where they pretend they are the only person in the universe and their problems are the worst and more important and on and on. People seem to not realize that how they treat the tech goes a long way toward the quality and expidiency of the repair. If a customer calmly explains the problem, does not disrespect me(which includes moving all the crap away from the applance) as I had nothing to do with their expirience to that point, and does not insist on hovering over me, then I will go above and beyond for them, even drive to find the part, or if the part has to be ordered I will emergency order the part and have them call me as soon as they get it and I will get it added to my route that day.
      On the other hand if a customer constantly complains, acts like a spoiled kid, or leaves a bunch of junk in the way, or makes my work expirience generally toxic in any way, "soory mam/sir, i dont have that door switch on the truck, i will have to order it, oh wow it looks like the next appointment to reschedule is 2 weeks out, have a good night"
  • 0
    Arbmonte86
    I own a maytag washer and unfortunately they sent out A&E because the washer is currently under warranty. I have to say.... A&E is the worst company out there and do NOT USE THEM!!!!!!!!! The problem has been going on for almost 2 mos now and washer still isnt fixed!! Out of 2 appts they have done a NO CALL NO SHOW. when i call them, they insist that it is Maytag making the appts which is B.S. Maytag set up the initial appt (which noone showed). The first repair tech frm a&e was here for approx 10 min ordered a part and left. 2nd appt that they actually showed had another tech(which was the only o e that was helpful) sed 1st guy ordered a part that was wrong in the system... Ugh. Now with the 4th appt, once again... NO CALL NO SHOW!!! i called and once again i had a rude person on phone stating complete opposite of what i was told yesterday on phone!!!! Cant take it anymore, i am sooo pissed. The only thing Maytag did was extend my warranty so im keepimg my fingers crossed that after the machine is FINALLY fixed i will never have to deal with these IDIOTS AGAIN!!!
  • 0
    SeniorTech
    Do you expect some one to come to your home for free.  Companies have expenses.  They have to pay for the tech wages and fuel to drive to your home.  Also wouldn't you ask of any charges before someone comes to your home.  Seems common sense was not used here.
  • 0
    A&ETech
    A&E Factory Service does not use independent contractors. All technicians have back ground checks before being hired.
  • 0
    A&ETech
    From another insider.  Very well put.
  • 0
    Rep
    rhank you for actually thinking; sincerly an a&e rep!
  • 0
    alcurtis55
    The problem with A&E is they do not have people that know what they are doing. The first person you see is a rookie that misdiagnosis the problem and you pay them the service charge and then they have to send a more experienced person and pay the service charge again. They are a rip-off.
  • 0
    JonJON
    You people are idiots. a&e Factory Service is Sears Appliance Service. They simply change trucks and uniforms for non-Sears customers. All Manufacturers contract with Sears to provide service for their customers.  When a customer calls for repair, the manufacturer calls Sears, who sends out a&e.  Their rates, their training, their stock and their prices are governed by SEARS.
  • 0
    Maria
    An a&e representative made an appointment to install a missing part in my fridge and showed up two days earlier when nobody was home. When I called to ask if he was still coming on the day he was supposed to come I was told I had to reschedule. Now I´m stuck with them because I already bought the part.
  • 0
    Karen
    I wish I could give this company 0 stars! They were the most awful company I have ever dealt with...EVER!!! Whirlpool set up an appointment to come out and fix my washing machine and this is the company they sent. They came out to diagnose the problem and then said the parts needed to be ordered and delivered to my house. They set an appointment for the following week to then fix it once all parts have been delivered. Not only did the parts not get delivered on time, A & E then cancelled the appointment and rescheduled for another week later! The parts arrived the same day they cancelled that first appointment to fix the washing machine...so frustrating! So now the parts have been sitting in my garage for over a week and they were scheduled to come out between 12 and 5pm today to fix it, 4pm rolls around and still no one shows up, so I called and they said "yeah, we're not going to be able to make it out today" WTF!! Was anybody going to call to tell me this...probably not, and now they are saying that they can't come out till next Wednesday! Screw that! I'm going to eat the fee that it cost for them to come out, and keep the parts delivered to my house and just get another company to come out and fix my washing machine, which by the way I called the new company this evening and they are coming out tomorrow! I'd rather do that than deal with this company any longer. Also, the people on the phone at A & E were useless, the most horrible customer service I have ever dealt with, making me go in circles with a bunch of different people. I learned a valuable lesson...research a company before using them, and read all reviews on that company. I can't believe whirlpool uses a company like this!
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