I had an A&E Factory Service tech come to my home (at a cost of $136.74) to look at a problem with a KitchenAid convection microwave. He claimed I needed to replace two parts. When he quoted the parts, I was surprised at the cost. He told me I may have better luck contacting the manufacturer direct to get the parts and then they could come back and perform the service. If I wasn't able to secure the parts direct, I could call A&E back within a few days and they would purchase the parts for me and then return to do the service, at no additional cost for the service. I was able to secure one of the parts, but I called back a few days later and placed an order for the second part through A&E. I was told the order was placed and once it arrived I could schedule a service visit (again, at no additional cost -- I was told it was covered under the initial visit) and they would fix the microwave. A few weeks later I had not received the part or heard from A&E, so I called them. The service rep I spoke with (Regina, ID#17804) said they made a mistake in what they told me on the two previous occasions and that I was not eligible to receive the part unless I agreed to have another tech out to my home (at an additional cost of $136.74) just to place the order (no work, just write down the order), and then they could come out a third time when the part arrives to do the work. She actually admitted the were wrong and then told me too bad, I would have to pay. She refused to connect me with a manager or to provide contact information for a manager or even to put me in the voicemail of the manager.

I have never had a company tell me they were wrong and then tell me I had to pay for their error (a misinformation error that TWO of their employees made). They made zero attempt to reconcile the situation and did not seem to care when I warned them this would not reflect well on their future business. I have since filed a complaint with KitchenAid on this authorized service dealer and recommend to anyone reading this that you never do business with this company. Stick to the ones that actually care about customer service.

This company has the WORST customer service I have ever seen. Our downdraft Jenn-Air gas range has been sitting in the middle of our kitchen for weeks now, pulled out by the tech. We have seen 4 different techs, each worse than the prior, with no idea to fix it. We have boxes and boxes of repair parts also sitting in our kitchen, though each time someone comes out, they say we have the wrong parts. They had us break our tile to move the range forward to get a serial number, only to find out the serial number can be found on the front of the stove in an easy-to-access place. We have also had them servicing our fridge and one of their techs actually broke our fridge door and made it worse...now we are trying to get a replacement door.

We are not sure what the game is, but we are pretty sure they are making their money on service calls.

Their service is designed with the customer being last on the list of priorities. I have never seen poorer service...with no resolution in sight. This should be criminal, what they put people through.

My wife called for an appointment on Wednesday morning of this week and was told that the earliest available spot was on Friday "between 8 and 5", which seemed like a ridiculously large window of time to wait. I took the day off of work to meet the repairman at the house, and called at 8:05 in the morning to see where I was at in the queue for the day. I was told that I was number 7 of 9 appointments for the day for the repair man. I raised a concern to the nice lady on the phone that 9 appointments seemed like a lot, and in fact, 7 appointments for a tech seemed like a lot, but she reassured me that they would get to me today, although not until later in the day. The math still didn't add up, which should have been a red flag, but I continued anyways. I asked her when she thought I should expect the repairman, and she said probably between 3:00 and 5:00, but continued to assure me that this would not be an issue.

Shortly after 3:00 in the afternoon, I got a call from A&E, which I'd assumed was the tech calling to tell me that he was on his way. Instead, it was someone from central reservations telling me that they needed to reschedule my appointment, and that they would be here "Tomorrow between 8:00 and 5:00".

I went onto the web, and found another appliance shop that was able to come right out to the house this afternoon, despite the fact that I was calling them after 3:00. So I called to cancel the appointment.

We own a Maytag Washer purchased from Home Depot in November, 2005. We purchased the EXTENDED SERVICE PLAN at the time of purchase. This plan is underwritten by GE Appliances and the horrible service is contracted out to a god-awful company called A&E Appliance Repair. A&E SUCKS!

The washer stopped working on a Tuesday, it's a front loader and the door is locked and the clothes are sitting in water.

The earliest appointment we could get with a service contract from A&E was 4 days later, on a Friday. They said they'd arrive between 11 AM and 5PM. They actually showed up at 5:54 PM, stayed 17 minutes, had NO PARTS on hand to fix the broken pump and proceeded to tell us that they could not return to fix the washer for another ELEVEN DAYS!

Most local indepednet service companies said they could come out the next business day and said whatever parts they needed could be sourced locally and that the washer would be repaired the day of the call.

Apparently GE contracts with this Sears owned company because they are cheap, incompetent, poorly managed. They never arrive with any parts and all parts need to be shipped direct to the customer from some distant warehouse at cheap-o UPS Ground shipping. Then yet another service call muct be scheduled to install the parts.

A&E SUCKS. NEVER DO BUSINESS WITH THEM. NEVER BUY A SERVICE CONTRACT FROM A&E OR ANY OF THEIR PARTNERS LIKE MAYTAG OR GE. THEY ARE A LOW COST, LOW CUSTOMER SERVICE ORGANIZATION AND THEY REALLY DON'T GIVE A DARN ABOUT DOING REPAIRS QUICKLY, COMPETENTLY AND ON-TIME.

Far better to just pick someone randomly out of the phone book; before I remembered that I had a contract, I contacted three independent service companies, all of whom knew right away it was the pump and told me they could have the washer back up and running the VERY NEXT DAY.

Dell Computer gives great next day on site service. Most companies that service printers come out next business day. When I buy a service contract on a home appliance, I expect NEXT DAY service, I expect the technician to have a truck that is "kitted" nightly with the most likely set of parts. If the tech doesn't have the part, I expect it to be sent NEXT DAY AIR FIRST AM and for the tech to return the very next day to install the part.

It'll be two entire week before this stinking dung heap of a company can repair my washer.

They charge a premium price for a less than adequate service, which to me makes them a SCAM company and a total RIP OFF. far better to skip the lousy service contract and if the appliance breaks, call a local, independent service tech who probably owns his own company and to keep the customers coming, will do a better job than Sears and A & E. Sears ran lousy department stores and they run a lousy service company. Avoid A & E Factory Service.

I been working with A&E for over a month to try to get my refrigerator fixed. The techs that have come out to my home have not been able to fix and are full of excuses. I spoke to Carlos from their escalation team and he was not courteous or professional. In fact, he was the worst person any company could have on a service or escalation department.