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ComplaintsAppliancesA & E Factory Service

Complaint

0
J. Messenger
Country: United States
On 7/20/11 I had A&E come out to look at my GE fridge.  The display panel wasn't working.  The tech broke my light cover(replaced free of charge) & spent 5 minutes at most looking at fridge.  He told me I needed a new display panel, but that it wasn't neccessary to the operation of fridge.  The repair would have been $340 & he even suggested that I just purchase thermometers to monitor temps rather than spending the $340.  Three days later the freezer stopped cooling then a couple days after that the fridge completely stopped cooling & is making a clicking noise.  I called A&E back .  They offered to come back out for another $75 fee & it would be 7 days until they could come out.  I asked to speak to a supervisor & was transferred to their escalation dept.  I spoke to Sylvia who stood by the tech's assement & would not do anything about the long wait.  I explained that I needed a fridge with 2 young children & that a week wait is not acceptable.  She basically told me she agreed it was unacceptable, but too bad.  When I asked for a refund for all or some of the $75 I was told no.  I will be contacting GE with a complaint also.

Comments

  • 0
    D.K. California
    The door spring broke on my 5 year old Kitchenaid dishwasher. I called Kitchenaid and they set an appointment with A & E to repair it.   I supplied the serial number, model & part number to be replaced.  The tech arrived one hour earlier than scheduled without calling.  Their customer service called to tell me that no one was home when he arrived.  (No kidding?)  She agreed that he should keep the appointment schedule & she instructed him to go back.  He had no part with him & charged $129.00 for consultation - which would of course be applied to the repair if I wanted them to come back & fix it!  Of course I wanted it repaired, so we set another appointment.  Another day off from work waiting for the tech & HE NEVER SHOWED UP.  This is getting expensive.  When I called customer service she offered to reschedule!  I told them absolutely not and I want their SHAM consultation fee of $129 refunded.  Yes, I'm still trying to get a refund.  The billing department did call and leave a message - a phone number that is inaccessible since the recording states the billing department is closed and to call back between 06:00 am and midnight.  My numerous calls have been placed between 08:00 and 3:00 pm; in my world that IS between 06:00 & midnight.  Where in the world are they?  Their customer service office doesn't even know.  I have communicated with Kitchenaid, and they have been cordial, but will not get involved despite the fact that they referred me directly to A. & E.  One thing that customer service does know is that they are owned by SEARS.  If I don't get results dealing directly with A & E, my next step is SEARS.  If I must take them to small claims court I will - but first WHERE ARE THEY?  I will not buy another Kitchenaid product.  Any appliance service will be with my local trusted reliable appliance company.
  • 0
    barry melman
    Worst service company. Takes forever to show up if you are lucky. Involved with Sears and all you get is run around and no service. Would love to speak to somebody, othe rthan a robot. tahnk you

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