Sears, A & E Factory Services No show appointment, false statements, unprofessional Internet, NationWide

I had waited for an appointment to fix my Maytag Dishwasher for nearly one month. The appointment was set for December 1, 2007 in the morning.

I received an automated phone message on Friday that informed me that the appointment was changed to December 1, at 5pm. There was no callback number. In the afternoon while waiting, I checked my answering service, but there was no message. I noticed that there was a Searss number on my caller ID. I called this number and left a voicemail and my number. There was no response. No repairmen showed up for this appointment.

On Monday, December 03, 2007 I called A & E Factory Services at 1-800-659-7026 and spoke to a John and briefed him on the no-show appointment. John told me that no appointments were available for two weeks. I asked to speak with a supervisor. John told me that he would transfer me to a co-worker who might better assist me. John did not know who I would speak to. I did not believe that an unknown and unnamed co-worker would be better able to serve me, and I requested to speak to a supervisor. John told me that his supervisor was Barry.

After explaining the timeline and circumstances to Barry, he told me that they had called my home 3 times in the early afternoon, and that I did not answer. He further told me that by policy, I had to answer the phone or I would be skipped over for service. He firmly told me that I was told of this policy. This is not true, and this was the first time hearing this.

Berry directly told me that it (the missed appointment) was my fault. I asked why they did not leave a message when they called, and he told me that they dod not leave messages. If I did not pick up the phone, I was not services. When I asked to speak to his supervisor he told me that his supervisor was not available. I asked him for his supervisor's name and he told me that he would not provide me with that information. I requested A & E's corporate phone number and the number provided to me belonged to a totally different company. The corporate address provided was 1560 Cable Ranch Road, #A, San Antonio, TX. Google search did not reveal an A & E Factory Service branch.

I then called A & E Factory's corporate owner - Sears, and spoke to Sears National Customer Relations operator #15012 who informed me that Barry was not a supervisor.

A & E Factory services are unprofessional. This company was a no show; its representatives will falsely impersonate themselves as a supervisor, provide misleading information, and seem to invent their own policies while you speak to them.

A brief Google search revealed dozens of documented complaints against A & E.

Maytag chose to contract warranty repairs through Sears/A & E Factory Service. This reflects very poorly on Maytag at least to this consumer. It has been terrible that my family has been unable to use our dishwasher for over a month and to be subjected to this unprofessional and delayed service is horrendous.

Rick
Marshall, Virginia
U.S.A.