A&E Service Repair

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)

Tana R.

If they had ""Negative"" stars on YELP ... that would be my rating. Unbelievable lack of customer service after a botched repair. Part flew right off the door after the technician pulled out of the driveway. 1800 says we don't have supervisors! The best we can do is come back out in 4 days and try to fix the problem. Meanwhile they have charged me $300 for services not rendered. The 1800 number tells you that they are the scheduling, billing, and complaints department and they don't have supervisors. What????? I called AMEX and disputed the charges. Let's see if this gets there attention.

Betsey A.

I needed a Maytag washer fixed and found this business on the web as an authorized Maytag service provider in the Boston area.This is without a doubt the WORST encounter I have ever had with this sort of operation. It took 4 separate calls to get the washer properly diagnosed and fixed. The first time the technician arrived (over an hour past the 4-hour time frame in which they said he would arrive) without a diagnostic computer. He diagnosed the wrong problem and ordered the wrong part. He told me the part would arrive in 3 days--- it took 10, with no notification or update from the company. When it finally arrived, they scheduled a new service call. I asked for the original tech to return, but they sent someone else. He was THREE HOURS late this time--- when the part was installed, this second tech told me the washer was fine, and left. I tried to run a wash as soon as he was gone and the same original problem was still there. I called back immediately and they said they would send him back, and never did. The next day the original tech came back (two hours late) and diagnosed a different problem requiring a different part. He said it would take two days to get to me because he ordered it on an ""emergency"" basis. It took a week. The company scheduled a new service date without informing me. When I found out they were coming (only because I called THEM to track the late delivery of the correct part) they promised the tech would arrive promptly at 8 AM the next morning. At 9:30 I called and he had not been told to come here. The only saving grace in the whole mess was that he had given me his cell phone # so I called him directly and he got the dispatchers to send him here, but for the FOURTH time I stayed home all morning waiting for him to arrive. Again, it was not fixed. This has been completely terrible.