Refrigerator repair under warranty

ComplaintsAppliancesA & E Factory repair

Complaint

0
Heather Minty
Country: United States
A&E sucks. Suck a big lemon. I was forwarded on to A&E by Frigidaire. I never thought I would ever encounter an appliance repair service that is worse than Sears but I found it. The appliance repair man showed up on June 30, 2009. He said I needed a suction line and a compressor. I received the parts on July 6, 2009. I called to schedule service. So far so good. On the day of the scheduled appointment I called twice in the morning to schedule service. I called again in the afternoon to confirm. By 5:30 pm the technician had not showed. I called and was told by the customer service reps that the technician had been to my house and had scheduled an emergency part? Go figure. The managers lied thru their teeth and told me the technician had been at my house. A & E then told me they were going to express ship the part yesterday, overnight delivery July 10, 2009 to arrive on July 11, 2009. But the part did not arrive and while the technician told me he was going to repair the fridge today July 11, 2009 he has not arrived yet.

I did record most of the phone calls I made to A & E. When I told them that it was like exposing vampires to light although they claim they record calls for “coaching” purposes.I even had a customer service rep “yo mama” me which was hilarious. It is amazing what this lying pack of thieves will do. I have been without a refrigerator since Memorial today. Today is July 20, 2009; this has been the hottest summer on record. This is cruel and inhumane treatment. Did I mention that this refrigerator is under warranty?

Comments

  • 0
    QualityAppliance
    The reason that A&E is as bad as Sears is because they are Sears.  Sears bought the A&E name from Montgomery Ward through the bankruptcy court and held it for years.  When so many people got tired of Sears they mobilized the A&E trucks, had the so called technicians change their shirts and got after it.

    For years the A&E idiots would deny they were part of sears and some of them still do.
  • 0
    Michele Christensen, 29 Jun 2010
    I am in tears right now due to A&E and Kitchenaide!  Our compressor went out on a refrigerator that is only 2 years old.  We called Kitchenaide and were told to call A&E to schedule an appointment.  We had to wait 4 days for the service call and were given a window of 8-12.  When 12:00 came and went and after several calls to A&E to get an ETA, the tech showed up 2 hours late.  They ordered a new compressor for us which arrived at our home 4 days later.  When we called to make the appt for the tech to do the install we were given a date a week 1/2 later!  This would put us at 3.5 weeks of not having use of a refrigerator.  My husband called back and was able to get the appt changed to a few days earlier.  We were given a window of 1-5 and guess what?  No show!!  I called A&E at 445 and was told it wasn't 5 yet and the tech has a 1-5 window.  I insisted they call to find out his ETA she said she   would call me back after talking to the dispatcher, NO CALL BACK!  I called back again at 5:15 only to be put on hold why the rep tried to call dispatch and after 40 min of sitting on hold no one came back on the line so I hung up.  My husband called back a 3rd time and was told they rescheduled us for another time, 3 days from today's date!  We only found this out by calling them they never once called us back.  Rescheduling us without reason is unacceptable and with some arguing and persistence we told them to put us on the schedule for the following day at 8:00 a.m.  I called Kitchenaide to ask them why are they using A&E and what can they do to help us out?  I was given the “I am sorry but I won’t do anything for you but document your complaint” speech!  They don't care anymore than A&E cares!  
    I have no idea if A&E will show up tomorrow and I have a feeling I will continue on for days/weeks until someone can squeeze us in and install the compressor.  I will never buy a Kitchenaide product again and I plan to find as many complaint sites including BBB to post this about A&E!  Why and how are they still in business!
  • 0
    ANGRY AS H#%@!
    The reviews on this company play like a broken record.  I have had cause to need their services ( X 4)
    also -  ( I have an expensive service coverage plan) - and they have proven to be unreliable,inadequate,
    extremely discourteous and when i call in to speak to customer service ... the call rings in and is not answered.  (My refrigerator has completely STOPPED and is dead ....as is everything else that was stored in it.  I was told to "save ALL of the food and items stored in it , so that the technician could estimate the loss ( Stinky, Nasty and Gross). It has been a week and i have another week to wait til the scheduled appointment.  I was told by an employee named "Cressy or Creasy" that talking to a Supervisor or Manager "would be a waste of the Supervisor's time AND your's" (A & E has this discussion on tape/ and i do also.   Is the management of the A & E Company (SEARS?) auditing their employees and reviewing customer complaints?  OR are the Customer Service??? employees in charge?  This service entity NEEDS SERIOUS RESTRUCTURING and some of the Dead Wood discarded.

    LONG appointment times, Lack of information as to the technician's expected arrival time (A.M or P.M.)
    and LATE SHOWS OR NO SHOWS is NOT ACCEPTABLE and is clearly not Good Customer Service.
    I am reporting to the BBB and to the Attorney General's Office to file complaints.
  • 0
    RayN
    TARE is as bad or worse then most of the comments made. Whirlpool fridge under warranty died on me so Whirlpool made an 8-12 appt with AE for me. I called AE at 8 am to confirm and was told the tech is running two hours behind....he hadn't started his route yet and he is two hours behind?
    At 2 pm I called and was told he will be arriving by 5 pm but he will call before arriving. He arrived and didn't have a clue why it isn't working but ordered a motherboard and fan being AE didn't stock parts for this fridge as it is too new.....its been sold thru whirlpool for at least 2 years. The overnite delivery has come and gone...a new appt is set for a week from today. New parts may not work as well being the tech turn the circuit on and off saying this may do it., nice fellow but why send him out without parts to do the job being they don't store parts for new whirlpool.  I'm fighting whirlpool now for partnering with AE.

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