Report: #741548

Complaint Review: A and E Factory Service

  • Submitted: Thu, June 16, 2011
  • Updated: Thu, June 16, 2011
  • Reported By: P — Dallas Texas U.S.A.
  • A and E Factory Service
    DALLAS, Texas
    United States of America

A and E Factory Service SEARS MAINTENANCE CONTRACT SERVICES & SEARS HOME CENTRAL No showed and did not bother to call to tell me they would not show up for Whirlpool large applicance repair which was under warranty. DALLAS, Texas

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  • DALLAS TX 75234

  • (800) 905-9505

  • (800) 771-3029

This is the company that Whirlpool and other manufacturers sends out when you call for warranty service.   It is probably a good thing they have such an excellent sales department because based upon my experience with them without the constant orders from these large companies, they would be in deep trouble.   

They are unprofessional, unreliable (and after reading some of the reports on them on other consumer boards) incompetent.  I will call someone else to repair my WARRANTIED Whirlpool appliance and pay for it out of my pocket.   I will not purchase any product where A and E is the sole warranty repair company.  

Look at the internet and you can see my experiences are not isolated.    I called A and E several times to speak to a manager ..... it has now been two or three days and I have yet to have my phone call returned.   They do however constantly call me to schedule service.   Are they kidding me?     They wasted 5 hours of my time and that is after waiting 4 days for the repairperson to NOT show up ....

I finally told them today when they called to not bother us again and they are not allowed on our property.

A and E Factory was supposed to perform warranty work on our Whirpool Refrig.   We called a week prior and were told the first available appointment was  6/14/11 between noon and 5PM.   We arranged our entire schedule to accommodate them.  By 5:15 PM they had not shown up nor called us to say they would not show up.  I called them and asked for a manager.   The woman took my name and number and said they would have a supervisor return my call.   After 50 minutes and no return call, I called them back.   The representative refused to transfer my called to a supervisor and advised me he was going to call the dispatch even though I repeatedly told him I did not want dispatch but a manager.   To me that is total disrepect to a consumer.   The rep put me on hold while he called dispatch and I hung up.   I called again and got another rep and did  not get a manager.....

I called Whirlpool and  after an 18 minute wait (according to my phone) I asked for a supervisor.  During the 18 minute wait, I looked on the internet for this company because it rang a bell with me and recalled the reviews were not positive.   I was correct the company does not enjoy a good reputation (according to the internet complaints).   There were numerous complaints regarding no shows, not correctly repairing products and the list just goes on.  After waiting another 10 minutes for a Whirlpool manager we spoke about the poor service of A and E Factory and as Whirlpool explained, A and E WAS their provider.   Perhaps they added that some other repair place COULD be located but doubtful based upon my location.    I am 5 minutes over the Dallas County line .......

A and E Factory did call my spouse's cell phone around 6:30 PM (after I complained to Whirlpool) to reschedule.   That is 1.5 hours AFTER the latest time they gave us they would be here and wasting most of our day.   Why would we reschedule with a company that has so little respect for customers/consumer's time and whose represenatives won't pass the call to management when requested when they know the consumer is already irritated?

Why would Whirlpool use a company that has such a poor consumer reputation?   Whirl pool must be getting one heck of a rebate on their warranty calls.  We are re-doing our kitchen and with this experience with Whirlpool, we have decided to use another manufacturer so we don't have to deal with A and E Factory. 
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This report was posted on Ripoff Report on 06/16/2011 11:59 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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