Kitchen Aid Repair by A&E Factory Service

ComplaintsAppliancesA&E Factory Service

Complaint

0
Mark
Country: United States
A&E Factory Service, Northern California Citrus Heights, CA On March 30, 2007 I purchased a condominium that came fully equipped with Kitchen Aid brand appliances included the refrigerator that is referenced below.

Beginning on July 25, I began experiencing problems with device not holding temperature. After calling customer care and receiving troubleshooting information I waited to request a service call. On July 27, after no improvement I called to schedule an appointment.

I was referred to A&E Appliance (18007713029) who informed me that the soonest appointment I could get was Tuesday, July 31, 2007. After waiting the four days for service I encountered over $200 in food loss due to unsafe temperatures. My time window was 1-5. After leaving work half way through the day unpaid to be present for my scheduled appointment I did not receive a telephone call from the service technician until 5:15 P.M. Upon inspecting the fridge from approximately 5:45 until 7:30 Chester, the technician informed me that I would need to make an additional appointment 10 days from now.

He also informed me that I would have to accept delivery of the parts. This poses several problems for me. 1) I work 60+ hours a week and arranging to be present to accept a package is a huge burden. I requested that the package be sent to his office/service location. He said that this would not be possible.  2) I am unable to make a realistic appointment do to unforeseen scheduling conflicts.

The next possible time made available to me was Friday, Aug. 10 which I knew would not work so I made an appointment on Saturday, Aug. 11 from 8 - 12. Ultimately, I am being asked to wait over 15 days without a fridge that should not be having these problems in the first place. This is a $2000+ fridge that was purchased than 6 months ago! What does your company expect your customers to do? Where would you like me to store my food? How much do you expect your customers to be inconvenienced before you simply replace the fridge? This whole process has been extremely disappointing, frustrating, and costly. I would expect more from a well known brand like Kitchen Aid.

Comments

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  • 0
    tech guy
    Do you actually think the tech made $123 in 3 minutes. If so, then that would explain why you couldn't fix the problem yourself. We don't set the prices; the company does. And believe me, the don't pass it down the line.
  • 0
    CHRIS
    I CANT BELEIVE HOW BAD THIS SERVICE IS,
    WORDS WOULD NOT DESCRIBE IT. HELP
  • 0
    CHRIS
    HEY A&E GUY,
    YOU ARE WRONG HERE, HOW MANY TIMES DOES IT TAKE TO FIX A DRYER?
    WHY DID YOU SELL US EXTENDED WARRANTY IF YOU CANT FIX IT ANY WAY,
    IF I RAN MY BUSINESS LIKE A&E, I'D BE IN JAIL.
    CHRIS
  • 0
    chris
    BY THE WAY,
    I FORGOT TO SAY HOW BAD A & E SUCKS................
    CHRIS
  • 0
    just a thought
    You know it's funny reading all these complaints and problems with A&E.  You spend all this money on appliances and warranties, listening to salesman's pitch on how the appliance is the best ..etc.  Then it breaks, and the whole world needs to stop for YOU, the consumer.  Did you remember to do your homework?  You get what you pay for.  I suggest you learn how to fix a light bulb or program your microwave or better yet read your warranty and owners manual. Since your at the mercy of A&E only, did you even look in a magazine to see if your buying junk?  You realize that you,the consumer need to be responsible and quit blaming everyone for every stupid decision you make. Company greed yes, they feed off stupid consumers. Start washing clothes and dishes by hand!  Stand up and unite! Show companies your not gonna take anymore. Order 50 pound blocks of ice and sawdust instead of fridges. Raise animals and grow your own food! Consumers aren't gonna take it anymore!  Yeah  right!!! thought so!!
  • 0
    repair tech
    look i fix anywhere between 10 - 12 machines a day. day in and day out. and most of them same day. the company i work for sells every major brand you can think of and the a & e guy is right. its impossible to carry every part for every unit we see every day. but i also follow a & e guys every day and all i hear are horror stories of how bad they messed up a unit. i've gone into homes where machines are left in pieces with dangerous parts that are very sharp or even energized with electricity exposed to the cust. these people have little kids. blows my mind. i can see where people get angry at them. servicing appliances is no easy task especially when most people abuse them and then sit there and ask you how it broke. It kills me to not look at them and go "really? maybe if you didn't treat your machine like garbage you wouldn't have to pay me to fix it". so as customers lets take things into perspective and try and work with the repair person within reason and if that tech makes you uncomfortable or you really feel they don't know what they are doing ask them to leave your home and call and have someone else come out, or even another company. remember its your home and your machine so do your homework and get a company that has positive feedback. Most appliance companies have a list of authorized service companies they can provide you. Good luck everyone.
  • 0
    John
    Bought an Amana refridge last May. All three "stainless doors" got rusty within 6 months. A & E has been out twice under warranty repair because according to Whirlpool, they keep ordering the wrong freezer door. Apparently Whirlpool changed the design to 8 mounting screws from 4 in 6 months time. Called Whirpool and they said A & E has ordered the wrong door twice, now they are sending one direct. They don't know my wife is a law school Dean, but they might soon and then be changing lots of refrigerator doors all over the US...apparently the stainless is just a veneer  - not true stainess steel as described.
  • 0
    Medummy
    Kitchen aid dishwasher. first A&E Tech visits and orders 2 parts to be installed a week later. Second time a different tech shows up. Says I didn't need one of the parts. Installs one part in 10 minutes and exits with the other part. No testing or checking. Dishwasher still not working. A&E Customer service (Texas) lied to me about contacting the office to get the tech back. Called 4 times on Saturday AM over 5 hours to finally be told that the local office couldn't be contacted on Saturday. Resceduled an appointment without even asking me - found that out when I called the 4th time.

    All people are asking for is to be treated with respect, and have a proper repair done. A&E techs and especially customer service doesn't care about their customers. What is needed is a class action Federal Lawsuit to stop these illegal business practices (ripoffs!).

    I understand that quality may not be what it used to be, but that is what a GOOD repair service is all about.

    In the future I will only buy the low price appliances with no features. Then I can just throw it out after a couple of years. Much easier and doesn't take my time or aggravate me.

    To the Techs that think I should repair my own appliances I say that's a good idea. Maybe I can get the appliance manufacturer to make stuff that's user repairable. I like that idea!
  • 0
    Mrs. No Washer
    A&E.....How in the world do they stay in business.  They send a guy out to fix my washer (Fisher&Paykel) which is all of 6 months old.  The guy was really nice but NICE doesn't get your clothes clean.  He had NEVER worked on this brand, didn't even know how to remove the top and had NO PARTS to fix it even it he did find out what was wrong with it.  They only come to my city on Wednesday's and Friday's....amazing.  Now...my washer has been broken for 2 and 1/2 weeks....the "part" is on BACK ORDER (no one bothered to call and tell me that) and the PART may not be the problem...it was just a guess on his part!!!! SO.......the real kicker is that when he was here he talked to another repair guy who HAD THE PART but didn't want to drive it over.  NOW, they say they can't locate the guy who has the part and we have to wait for the back ordered one. Then if the part the repair guy ordered is 'NOT THE PROBLEM'....he has to order the 'OTHER PART' and then we have to start all over. He said he couldn't order both parts at the same time. God knows you wouldn't want to have any parts on your truck when you go to someone's house to fix their washer.
    I figure at this rate it will be March before my washer is fixed.  
    The added bonus of dealing with A&E is the 'dumber that dirt' people you talk to on the phone.  The are so stupid it makes you wonder how they even got to work.  
    We bought the washer from LOWE'S and that is who they use to fix their appliances so we are stuck.  I am just stunned that they can stay in business.  
    So after 4 hours at the "SOAP AND SUDS" washing hole today, I can only tell you that I am NOT HAPPY with A&E
  • 0
    AE is horrible...
    Do not go with AE ever if you can avoid it.  They messed us around the same way, sent us a check with a partial name on it & then proceeded to tell us that it would be 7-10 days for their billing department to call us back to confirm details that another representative had just taken from us, only to wait another 7-10 business days for the second check to come back.  None of this would have been an issue if the first technician had known what to do.  Turns out that our dryer needed no parts, just to have the lint removed from a sensor having to do with the belt for the drum.  Very common with our dryer model.  My suggestion to you is to invest $35/monthly in a home warranty plan (we went with AHS but have had great service with Old Republic).  It will be $60 for a house call & this will include parts.   This is completely different than Home Owners Insurance.
  • 0
    Julie
    Seriously, HOW IS THIS COMPANY STILL IN BUSINESS???  A&E Factory Service has the single worst Customer Service department ever to exist in the history of mankind.  They are illiterate, ignorant morons.  A monkey could do a better job fixing my appliance and/or answering the telephone.  I don't even think they use computers there, they just answer the phone and waste your time until you finally give up.  How can Sears expect to retain any customers by having this ridiculous outfit maintaining the products they sell?  I will never buy from Sears again solely because of the headache involved with this A&E Factory Service company.  Having Googled the company, I see I am not alone.  In fact the only people who have anything nice to say about A&E are the people who work for them.  Shocker.
  • 0
    s
    Just to let you know, a&e is an authorized servicer for all major brands with very few exceptions. almost any item you purchase will be serviced by them
  • 0
    nn
    People-stop buying the fanciest appliances you can afford, once you own it you never use all the extra options. These machines are prone to break down and more expensive to fix , they dont stock the parts, ect. Stay away from digital or touch pads. Get the plain jane machines. Do you want the job done or do you want to impress your friends with your fancy appliances?
    Go with either the plainer models of the more expensive brands or get the disposable ones like Frigidire or GE. It's cheap to buy, lasts 10 years, and when it breaks it isnt worth fixing but you got your use and money out of it. Toss it and get a new one. Spend the money on something else that you could have spent on high end appliances. Stress kills.
  • 0
    Crzycoasters
    No, I called Amana and they have a long list of providers for your area. Anyone that sells the product can service it, especially if it's under warrant.  A & E screwed me out of two days of work. I even called earlier in the morning to confirm the appointment because no one called the night before to confirm it like I was told they would. A & E confirmed I had an appointment for today. They were supossed to show up today between 8am and 12pm and by 1:30pm no one showed up.  I called A %E and they said someone would call me back to re-schedule. I waited another hour and a half and no one called. I called Amana and told them what happened. They contacted A & E and A & E claims they called me and left a message. No they didn't. I'm home and both home and cell phone are sitting right next to me. Caller id and voicemail confirms they never attempted to call me. I was able to re-schedule through a different company and will now have to take off a 2nd day of work.
  • 0
    Laura
    I have had nothing but problems with A&E. They sent the parts to a wrong address and still can't get our address right with thier computer system. I wonder What kind of company this is when you are not allowed to speak to managment of any kind cause they don't take customer calls?? We fianlly got them to send the parts to the local repair unit for the tech to pick up on his way out to fix my fridge. So now after 3 cancled appt I thought my fridge was finally going to get fixed. I ended up having to call A&E at 4pm wondering where the tech was. I find out he called in sick and no service will be done for me. I'd like to know who's going to pay me for my time lost at work. I was told that even though I had a scheduled appt there is no gaurentee someone would be out to my home to fix my fridge. WHAT???? that makes no sense!!! I would like to no why they schedule appt if no one will come???  A simple phone call would have been nice. And this is complete nonsense, at my job if there is a call in everyone works a bit harder and everything GETS done!!! All I have to say is this company is horrible with customer service and I'm surprized they still are in buisness from the way they treat customers.
  • 0
    Disgusted with A&E
    We bought our Whirlpool dishwasher in June and paid $500 for it.  We chose not to do the extended warranty and are really glad we didn't.

    Two months later the buttons on the front of the machine won't click on.  We have an A&E technician come in and take a look at it.  He wiggled some wires inside the door and basicallly said, "it's probably this piece wasn't tight enough".  See how it works and get back in touch with us if you have more problems.  That same day, I tried to do a load and the buttons wouldn't work.  I called A&E and they said they would send someone out.  The guy came, took a look at it, played with the buttons a little and decided to order a panel for the machine.  He let me know the part would come to the house and he would come in and fix it.  We set up an appointment for the next Saturday.  By Friday, we still didn't have a part so I called A&E and they said it was on back order.  They said they would put a rush on the order.  We rescheduled for this week.  I called this morning as we still hadn't received the part and was told that they really couldn't give me a delivery time on the part as it was on backorder.  They gave me the part number and Whirlpools phone number.  I called them and they said they just received the order and would try to expedite the part.  At this point they are saying it won't be in until the end of September.  I'm so frustrated.  As for your comments below,

    1. my house is not a dirty house.  I take a lot of pride in keeping my house clean.  
    2. I have gone out of my way to make myself available and keep in touch with A&E regarding this whole process
    3. I only had my machine for 2 months before it started acting up.  That's

    My technicians have been very helpful and willing to do what they could but their hands are tied when the main company is sitting on their butt and not ordering the parts.  I would think that with a company like A&E who touts customer service would take the time to keep in touch with their customers and make them feel that they are important.  I have initiated all the contact with the exception of them sendnig me an automatic message that "they will be there tomorrow between the hours of 8 and 5"; even though they don't even know if the part has arrievd.  DUH!!!

    Well, I don't know if I'm going to have to eat the $500 or not.
  • 0
    Desiree
    I am glad to find this web page.  Today I went to call my warranty company~Ge-Zurich. I purchased the warranty when I bought my Kitchen Aide Gas Range.  My oven does not work....so I call the warranty company.  First time I held for 10 minutes and was hung up on.  Second time I called the guy told my my warranty expired in 2008......ah, I have the contract in front of me that says it ends in 2012.  I did not cancell it!  So, they tranfer me to another department...and was holding and holding!  Never did get anyone on the line with GE.  So, I got pissed and went to the place that sold it to me.  They told me it expired in 2008...but the contract says 2012. I was told I would have to pay for the repairs.   I asked who fixes the Kitchen Aide....yep......got the A & E number to call. With all the complaints..Im going to look around for a reliable company to come out to fix it.  I am contacting the BBB about the coverage and denial of my warranty.  I have the original right in front of me.  Im just about to the point to say screw it and not dealing with the bs of getting it fixed...... A contract is a CONTRACT!!! PERIOD!!!
  • 0
    Mrs Julie Markowitz
    A&E seems to have an obscure identity.  The workman was so disgruntled I was speechless. Never left me a receipt. Did not correct the temp problem on my new Whirlpool Refrig which will get no cooler than 42 degrees.  Waited 4 weeks for small part to get here in the mail. Repairman repeatedly scolded me. When I tried to complain to A&E I found out there is no one or place to relate to. I have an extended warranty and I am turning to Lowe's finally for help on this $800 bomb.
  • 0
    reality1
    Has anyone brought these jerks to small claims court. I would like to ask
    who to serve papers to.  I am thinking Sears. I appreciate any help.
    Also, has anyone filed a complaint with the FTC?  Has anyone asked their state Attorney General to file Fraud charges.
    I could write a book about these cheats, can't believe they exist.
  • 0
    Linda
    A&E has been out to "try" to repair my dishwasher about 6 times. It's cost more than the original machine. The service is awful. They send someone different every time and I believe that is intentional.  They are so poorly run I am shocked!
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