A&E Service Repair

Christopher M.

DO NOT USE THIS BUSINESS!

As a business owner myself, I can often excuse one less than ideal experience, because there are always two sides to every story. However, when there are repeated errors, un-met promised arrival times, and clear deceptive practice, I feel compelled to let other consumers know.

Our first scheduled appointment was for a service window from noon to 5pm. My wife took off work to await them. The service person finally arrived at 5:30pm, but by that time she had to pick up our son from school, and the service person wouldn't wait the 5 minutes for her return, so he departed. The next scheduled visit was 10 days later (there reported earliest available time) and was between 8am and noon. They arrived at 3pm without an apology or even acknowledgement they were so late.

They were to repair a six-month old microwave and yet seemed to have brought absolutely no parts for the project. Turns out they needed three different parts and the repair person had none of them. The repair person was also really creepy and prompted my wife to say she does not want this person anywhere near our home again.

Jeremy Z.

Incompetent and inconsistent technicians and customer support. KitchenAid sent them out to look at my fridge when it was under warranty. Despite me having video of the fridge electronics malfunctioning, the first tech said there was nothing that could be done as the fridge operated correctly during his visit. He suggested that we turn on the temperature alarm so that we could be alerted when the fridge went out of the proper temperature range. After the alarm went off several times over a few weeks (and our fridge went out of warranty), KitchenAid suggested that we have A&E come out again as a re-call appointment to have a second look. The second tech indicated that there was a loose wire in the rear housing of the fridge and that it could not be repaired--the fridge would need to be replaced. Before KitchenAid could take the next step to replace the fridge, the comments from the technician's visit needed to be entered into the A&E system and routed to the KitchenAid system for review--which never happened. After several days of calling KitchenAid back to check, they determined that the best course of action was to send A&E out again. I took off another half day of work to wait for the tech to show up. The morning of the appointment, the tech called to confirm I was aware that I would be personally charged for his visit. I explained to the tech that he was coming out because the last tech didn't enter his comments in the system, but he said there was nothing he could do and recommended that I call KitchenAid to sort it out. The apologetic KitchenAid rep had me on hold for 45 minutes while she tried to make headway with A&E, but A&E ultimately refused to come on site without being compensated. So I will be taking off another half day on Friday when the new company that KitchenAid is sending over comes out.

Henry T.

I have been using A&E for awhile because that is who the folks I have a maintenance contract with always send. Over the years I have noticed the service received depends on the field technician sent. I will try avoiding this company in the future. They replaced a part several times and then decided they would no longer cover it under my warranty due to cost. Considering using my lawyer, but what a hassle.

L C.

We have been attempting to get A&E to complete a job through our HMS home insurance for going on 4 weeks now! Their one Tech (Justin) has been a great help, BUT the tech before him is who jinxed our service by telling our insurance that only one part was needed to fix the stovetop. Three weeks later, 3 attempts to fix the stovetop, 2 gas leaks and we are still without a stovetop! Another part was express ordered, but 4 days later we do not have the part. I called A&E customer service and was initially told that UPS did ship and the part was received... but they do not know who received the part. The girl (Ana, I believe) told ME to call UPS to track the order; ME!! I told her to transfer me to a supervisor. I was transfered and left on hold for over 10 minutes. I called back two more times, had to explain the situation 2 more times and both times was transferred to a phone that just rang and rang; no voice mail and nobody picked up. They severely lack customer service and I am beginning to think there are only 2 operators who control everything there!! Their tech is coming back on Wednesday (with or without the ""express"" UPS part) and they will be told to either fix this stovetop by Friday or replace with a new one (like they should have done in the beginning and not left us without a stove for 4 weeks in the winter while trying to cook for a family!). If this is not taken care of, I will be calling Sears to make sure they no longer keep their contract with A&E and and with our home owners insurance. The reason for home owners insurance is not to be inconvenienced and if this is who they have representing them, I will be sure to let it be known that they are not deserving. The only reason they received ONE star is because Justin was very helpful and spent so much time trying to fix the errors of the prior tech... I only hope A&E knows how valuable this man really is!

Lili A.

They are HORRIBLE .Technicians ,customer service and managers they all are rude and very unprofessional .They are the worse company I have ever deal with. Don't Use them.

Philip R.

This is the worst company that have ever dealt with. I have now been without a FRIDGE for 4 weeks because the technician is incompetent. I had an appointment for today, got a phone call from scheduling that it needed to be rescheduled since no technician was in the area. I am only having to use them because of extended warranty.

Blair N.

I'm a month out from my initial call to American Home Shield for a warranty repair on my microwave. A&E is the contractor. They've been out to my house THREE times with THREE different technicians and it still isn't fixed. They continue to order the wrong parts, and cannot find the parts when they arrive. I have told them time and time again that the house is vacant (a rental) and the parts CANNOT be shipped there, yet they continue to have UPS deliver the necessary parts to the house, and they of course won't leave them. Terrible customer service. NEVER use them.

Chris H.

called on them again for my oven. the tech showed up within time and knew exactly what to do. oven was repaired and he was gone in about 30 min.

Julie M.

The A&E tech came to look at my TV in early November. All that he did was exactly what I had already done -what the troubleshooting guide said to do. Next, he says the whole TV has to come apart and will likely cost $300+ in repairs. He orders TV parts to be sent to me and paid for directly by me. Shortly after he left, I fixed the problem by resetting the TV. Now, two months later I am out $261 dollars (right before Christmas!) for the unnecessary parts I received and for another mystery charge on my bank account. After several phone calls to A&E, Sears has said they will call me back to help. I won't hold my breath.

M M.

After giving the parts information to the rep over the phone, while scheduling the repair visit, I still got the call on the scheduled day at the scheduled time saying they could not make it. They would have to order the parts and ship them to me, then come and his. Well that's exactly what I attempted to avoid by giving the necessary information well in advance of the visit.

I was given a 1 888 number when I asked for a number where I could call to complain to someone in the company's managerial position. I was told that it was all they had, as this is a national chain where each tech is working out of his home. So no brick and mortar clearly means they make it difficult for the customer 'to air their grievances, leaving them with little immediate recourse. So you pay for the service , but you have no control over the inefficiency and lack of expediency.

This demonstrates a business method that takes advantage of the customer's good will and their disadvantage of having an immediate need for repair, AKA the customer's hardship. They took the money for the extended warranty services, and think nothing of inconveniencing the customer .

I called the 888 number, given to me by the tech, and spoke to a rep. He was adept at giving the most extreme examples of what could have happened, had they just brought the parts on the first visit. There were all kinds of scenarios that he postulated, where this ""could have been"" a mistake; wrong part, more extensive problem. I told him all of them were based on the presumption of the customer's ignorance. Of course he was quick to defend that, with the cliched reply that I would be surprised by the frequency of this case (wrong part, more extensive problem). His conclusion was, that a diagnostic visit was always a necessity. I didn't tell him, that the tech asked me to read him the model number off the door to make sure his number was correct, and said he would have them shipped. No visit was necessary for the tech, the employee! You should get your stories straight before you browbeat your ""clients"" with excuses for your poor execution of your end of the contract.

When I asked him to speak with someone in a managerial position, he told me that he WAS .... a case manager. He said that there was no one else higher, but he was happy to supply the address where I could write to give ""feedback"". I told him he should pat himself on the back, as I have never heard a better run around from customer service than he had provided. He did not feel that the company was being inconsiderate and so not disrespectful either, by asking a customer to give up a day, only to be told at the last minute, that there were no parts available, so no one would be coming, and that they needed to reschedule. Thank you Louis. It was a pleasure being bullied by your business, A&E Repair through you their rep, after giving you my hard earned money. You've done a good job defending against the consumer's legitimate gripes. Guess your paycheck must be big enough to make up for any pangs of conscience you may have, and use the word may dubiously. Oh and thank you for reminding me that no where in the contract, did they promise to keep all parts on the repair trucks. (eye roll)