A&E Factory Service Failed to Honor Contractual Obligations Round Rock Texas

In September of 2007 my 5 year old Maytag Plus side-by-side refrigerator that I purchased locally from Sears failed to cool the contents inside even when set to the coldest setting. I called Sears looking for a service repair company and was referred me to Maytag who referred me to A&E Factory Service. The tech came out 3 days after I placed my call. Diagnosed the problem and said he would have to order parts and that he would be back the following week. He came back, replaced the parts at a cost of over $300 and sold me an extended warranty.

3 months later the fridge was experiencing the same problem. Called and got a tech scheduled, only this time the one they sent out was not well trained. He completely misdiagnosed the problem and again 10 after the first phone call when the part arrived it failed to fix the problem. After speaking with a supervisor another tech was sent out who figured out that the parts they replaced the first time needed to be replaced again. Several days later my fridge was once again working.

4 months later the fridge once again was experience the same issue; not cooling the contents. Called and got a tech out and again the same parts plus another one needed to be replaced. Again it was going to take 10 days to get the parts. Mean while I am again left without a working refrigerator.

10 days later I receive a call from A&E the day before the tech is to come out and get informed that they have to cancel the appointment because one of the parts is backordered. I asked how this was possible since I was able to find all the parts the tech said I needed for my fridge the day he first came out from local vendors and that I can have anything shipped to any where in the world within 24-48 hours. I was told that they have standard processes they have to follow. Apparently customer service is not as important as their standard processes.

Finally 8 days later the part arrives and I, not they, have to call to schedule the tech to come out. The appointment is scheduled for the 15th between 8am-12pm. The night before I get a call confirming the appointment and then 10 minutes later I get another call saying they need to change the appointment to 1pm 5pm. I refuse the appointment change due to the fact I had a doctors appointment that afternoon. The service rep stated that the appointment would be left for the morning between 8am 12pm and she would figure something else out.

I took the day off work and at 12:30pm no tech had showed up. Called the service center to find out why the tech hadn't showed up only to learn that they changed my appointment to 1pm 5pm without informing me. I relayed the fact that this was unacceptable as I had the doctors appointment at 4pm. I was put in contact with a supervisor who read the notes and stated that the appointment should not have been changed. She then assured me that the tech was in the middle of a call and that as soon as he was done I would be next. I stated that this was fine as long as he was at my house by 2:30pm and the supervisor assured me he would be.

At 3pm no tech showed up. I again called the service center and spoke with a supervisor only to learn that they rerouted the tech to other call, pumping me. Apparently have a fridge that hasn't worked in 4 weeks doesn't make you a priority with this company. The supervisor stated that the earliest he could have someone out would be the next Saturday in the afternoon, 8 days later.

In summary A&E has cost me not only time, but vacation time. I have wasted time and been massively inconvenience in not having my fridge repaired after 4 weeks, and in having to have the same parts replaced 3 times. The company has no concept of customer service, quality, or fulfilling contractual obligations within a timely manner.

Without question this company is the worst company I have ever had the misfortune of dealing with. Do not use A&E for anything and do not purchase any Maytag appliance; you'll come to regret it as I have.

Stormnangel
Roy, Utah
U.S.A.