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A&E Factory Service

United States,

Consumer complaints and reviews about A&E Factory Service

Dyan E. Send email
Feb 23, 2012

Slow, Poor customer Service

I have had nothing but an horrendous experience with a.&e. factory service. Back in late August, my 6 year old, Jenn-air refrigerator broke down. A technician from a&e came to my home, & determined that I needed a new compressor. My refrigerator is covered under an extended service plan. They had the option to either grant me money towards a new refrigerator, or install a new compressor in my broken fridge. Sadly, of course they opted for a new compressor. I have no complaint about the technician who installed the compressor, or for that matter, any of the other technicians.It is the company itself, those who answer the phones, & those in management that have me to the point of wanting to scream!!! Not long after they installed my new compressor, I noticed that the refrigerator portion of my fridge was not getting cold enough.(The freezer was working fine.) My husband put a refrigerator thermometer inside, & the temp.was a warm 60 degrees. Needless to say, we threw out all our food! So a technician came back, & installed a new blower motor, but it wasn't blowing right. He came back & installed a new circuit board & that dramatically improved the temperature inside. However; though much improved, we were still only getting readings of 40 degrees, & not the 36 to 38 degrees that is recommended. So a&e put a special digital thermometer for a 24 hour period, inside my fridge to record the temperature's at various times of the day & night. The technician returned, & picked up the thermometer to take back & retrieve the data it had recorded. That was back on Nov. 9, 2011. Several days, then a week passed, & I still did not hear the results of what they had found. I called the technician who had come to my home to pick it up on his cell, which I had on my caller I.D., & he said his superviser had yet to tell him that information. So I called a&e, and that is where my story really becomes a nightmare. For almost a solid month now, I have been calling a&e, to try to get the results of the temperature inside my own refridgerator. They are guarding this information, as though it were a state secret!!! NO ONE will tell me the results they found regarding the temperature inside MY OWN refrigerator! After a month of phone calls in which I've been shuffled between departments, disconnected, put on hold for OVER an hour, promised the information that I requested, I STILL do not know their findings! In my frustration, I called YET again, & talked to management, requesting their findings. I spoke to a Larry, who rudely told me they were not going to tell me that information & that IF I wanted to know what they had found out, I would have to schedule yet ANOTHER service call with them!!! I asked, WHY would I need to schedule a service call just to hear their findings, when they could easily tell me this over the phone?? I should mention that 2 other of his co-workers in management not only agreed with me, but had promised me they would get this info for me, but here I sit, still waiting. Color me DONE with a&e. Consumers, do yourself a favor and do not get involved with the inept, incompetent management of this company! Dyan E.
J.N. Send email
Feb 23, 2012

Slow, Poor customer Service

They will never arrive on time. All three times I have had to wait for them for the same problem they have been hours late. The appointments are set for between 8am and noon and the technician would never arrive before 2pm! They ordered four extra boxes of parts to be shipped to my house that I paid for and then they didn't even need to use them and told me I had to send them back myself if I wanted the refund for them, just horrible customer service. Then they left heavy oily old parts on my back deck to top it off!

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