Poor Customer Service

ComplaintsAppliancesA & E Factory Service Repair/ SEARS

Complaint

0
D Ross
Country: United States
Scheduled repair for refrigerator with A & E because they are listed on the Whirlpool website.  The repair window was 1 - 5pm.  I took a half day off work, planning to leave at 12:30.  The technician called me at 11 am to say she was on her way to my house.  I let her know that my window was 1 - 5 and I had not planned to leave until 12:30 and that while I could leave work right then, it would take me 30 minutes to get there.  She said no, that we'd keep our originally scheduled time.  At 4:30 I had not heard back, so I called her.  At that time she said she was running late, but was nearby and would be at my house at 5:30.  At 6:30 I had not heard from her so I called again and she said I'd have to reschedule and in the mean time I should close the hold with duct tape and cardboard.  I called A and E and requested a more specific appointment time and a technician that would show up in addition to a credit for the time I took off work.  I was told, in short, to reschedule or find another company.  

These people are unprofessional.  They don't have to show up because they are fed a supply of customers from the Whirlpool repair website.

Comments

  • 0
    THERESA WILKERSON
    I AM HAVING THE SAME PROBLEM WITH THEM. THEY KEEP MIXING UP MY SERVICE APPOINTMENTS AND THEN WANTING TO RESCHEDULE.
  • 0
    c mullins
    This is the 5th time A & E has not followed through with a scheduled appointment, part....ordering of a part... I can not understand how this company can stay in business with such inept service, customer service, technicians, service specialists - in essence the right hand does not know that the left hand is doing.  This will be the last time I patronize Sears.
  • 0
    b andre
    comany is too big won't let you talk with management.  After 5 service calls on a leaky dishwasher and 8 thousand dollars of hard wood floor damage, wouldn't ;you think they would just bring out a new machene.  My recommendation is do not buy a Kitchen aid or use A&E Services.
  • 0
    AA Bord
    | 1 reply
    This is such a ridiculous company!!!  I have to use them because I purchased extended warranties through Sears and The Great Indoors (same company).  Every single time I have contacted them, it takes a week or more for them to come out (not conducive when your dishwasher goes out and you have 4 kids!!!).  Then, they schedule a four hour window and have no idea the approximate hour they will show until the morning of.  I called last week to schedule a dishwasher repair and the customer service rep. was very rude and confused about which phone number to list as my primary.  She actually used the words, "what I am trying to get through to you is...".  I about lost my mind!!!!   There is so much more, that I could type all day, but I really don't have time.  I have to go wash dishes by hand...  PLEASE!!!!  Sears, Great Indoors, and any other company that uses A&E, GET SOMEBODY ELSE.  They are TERRIBLE!!!!
    • 0
      Andrienne Ervin replies to AA Bord
      I concur!!!  This company should not be in business.  They are truly the most disorganized and incompetent company from the management on down.  They have a scheduling system that is located in other states, and they will not let you talk to a manager when you call.  I have gotten different people EVERY time I call, so it is impossible to resolve a problem.  I have had nine appointments with two no-shows (with no notification), and my washer is STILL not completely fixed.  I am totally frustrated and aggravated to the point of tears!
  • 0
    Karen
    The interior glass in my Kitchenaid wall oven exploded while in cleaning mode. The oven is 2 years old. I called the repair number on the oven and was told the replacement part would cost $60 and labor $140. She scheduled the appointment but didn't order the part! The A&E repair guy called befor the appointment, asked if I had received the part, I said no. He came anyway! He said he had to collect a check for the total amount which is now $245! He ordered the part while in my home. A week later, the part arrives, a different repair man comes to install it, and it is NOT the right part. The right part will cost $500!!! I say I'll just buy a new oven that can be cleaned without risk of exploding. He tells me he can only refund me the price of the part but not the labor. So now, I have an unusable oven that's only 2 years old and am out $129 for nothing!  I will never use Sears for anything ever again. They take advantage of people!
  • 0
    WP2008
    Hello Karen.  My name is Melanie and I am a representative of KitchenAid. We apologize about the frustration you have experienced with your oven.  If you are still in need of assistance, please provide your name, the name of the site you were contacted on (Complaintwire), your user ID name (Karen), your phone number, your address, the full model and serial number, and email the requested information to KitchenAid.Digital@kitchenaid.com.  We would be happy to review your concerns further. Sincerely, Melanie.
  • 0
    Kim
    Sears techs need to be retrained I waited for tech for 3 hours to repair my dishwasher when he got to my house his phone rang and he took a personal call for 20 min then he argued he couldn't order proper parts (The service call was a recall. didn't fix it right first time ) And that I would have to pay him for second service call and wait for the parts he then proceeded to unknown t o me  disconnect the dishwasher and didn't put front on correct out the latch doesn't close cannot run at all so really inconvenient and nobody's taking care the issue
    Lost customer
  • 0
    karen
    I scheduled through GE Appliances & was routed to A &E for my washer repair. The tech didn't show and I tried x4 calls for assistance. I never reached a supervisor due to "dropped calls" or they just hung up. I asked for a corrective concern or grievance process & the call cntr had no clue how to respond. I still am in need lf assistance.
  • 0
    lapsrus
    Don't show. Didn't call. When I called them, they were unrepentant, to say the least. Would not reschedule for 8 more days. Best Buy, who contracted with them, and who took my $50 for the extended warranty, was of no help.
  • 0
    Dave C.
    We scheduled a repair date with A&E for a dishwasher repair. I took a day off of work so I could meet the repairman, who never showed up. After calling A&E to get some answers, I was told that they were waiting on a part that wouldn't be in for another two weeks. Why didn't they cancel the appointment or call to update me on the status? Awful service

Post a new comment