Well, how many people rely on a close line these days to dry their linens? Rather, how many people rely on the wheather to chill their food? Why buy a service contract? Maybe Kmart will start renting appliances next! You people must think I'm stupid...Frankly, I think Fredricksburg needs to produce a SIMPLE product without the bells and whistles because after all we do need less whistle blowers...A&E needs competition so lets make a valid complaint and rest it on the shoulders of whom it belongs - Bank of America. No, lets say its just a matter of retail. Old fashion service has died people. Wake up and sell the coffee...

Never use A&E Factory Service. I called them on Aug. 25 to repair my refrigerator. They came out and said that I would need a new compressor. On Aug. 29 they put in the new compressor. The repairman dripped solder on my laminate floor and burned holes in it! After the repairman left, I noticed the burnt marks, I called the company on Aug. 29 and they said to call the next day. I did so and put a claim in. They said that I would recieve a call in 48 hours from their property damage department. No call received. I then called on Sept. 3, 4 and 5. Still no return call after me leaving many messages. Finally spoke with a manager who made an appointment for someone (unfortunately the same repairman who made the damage) to come out and take photos. The appointment was on Sept. 10. No one showed up. Received a call an hour after the end appointment time. The repairman wanted to come over and I said no. Made another appointment for Sept. 15. During this time, the refrigerator wasn't working correctly. So on Sept. 15, the repairman took photos and tried to repair the frig a second time. Frig still didn't work correctly. Same (ugh) repairman came over again, on another day, after his appointment time again. Finally repaired the frig. What happened with the repair of the floor? Nothing. I called on Nov. 3 asking what happened with the claim. They said that no claim was filed. I was put on hold again for 15 to 20 minutes and then lost the call. Tried calling two more times and put on hold for 5 to 15 minutes each time.

NEVER, NEVER use this company! You wil hate their bad service!

Kitchen Aid made appointment with A & E Factory Service
On September 11 I had an appointment between 8-5 the tech never came that day. Rescheduled for Sept 15 again between 8-5 the tech 0634014 ordered three parts and told me I needed to move the appliance and they would be back on Sept 25. Again between 8-5 the tech shows up a little before 5 and by the time he left at 10:00 P.M. the refrigerator was in TOTAL DISREPAIR entire contents of refrigerator and freezer had to be thrown out so he left with everything taken apart and my whole kitchen a wreck he caused a blockage in one of the new copper parts that he replaced. I again had to call to find out when they would be back. Not until Wednesday the 1st of October. All parts did not come to my house I called A& E to inform them of this but they tell me the parts are there and they show up anyway the tech Rich seems to know what is going on and gives me more help then anyone in the past. Rich calls the parts department and informs me parts will arrive Thursday the 2nd of October. On Fridays the 3rd of October I get a call from the very tech that left my fridge in total disrepair on the 25th of September. I told A& E I wanted someone else but as usual do as they please with no call. I now know that the unit supervisor name is Shawn and have requested at least 15 times that he call me but no one from that unit has called me, as of yet. Although after each request the person tells me I will hear back from someone in 24 to 48 hours. I have sent 3 emails and still no return. I filed a loss case and have not heard from them either. Well it’s been way past that and Istill have never had anyone call me in regards to my complaints. At this moment I’m on hold for the 2nd time today with customer service at the Chesapeake Service District where I believe the unit manger Shawn works the one who has yet to call and help me. I have been holding for over 15 minutes at this time, just to talk to customer service!!! The entire contents of my refrigerator are a total loss and no one seems to care. I have now been without a refrigerator for 8 days due to A & E tech error. No one is in any kind of hurry or seemed bothered. The entire process has been a Joke with this kind of customer service and business practice I don’t see how you can pay these managers you are wasting your money. Can anyone direct me? Please
Toni Sidell
Kitchenaid Repair
Mod #KSSS48QDW05
Aug 28 made appointment
Sept 11 no show
Sept 15 tech copies estimate on diagnosis and parts given by Ken’s appliance
Sept 25 tech shows up at 4:30, to do what I’m told is a 4-hour job. 6 hours later he leaves me with a broken refrigerator. (Throw contents away) Reorders same three parts says parts will arrive in 2 days
1 part arrives Sept 30 5 days later
I call to find out when repair will take place Oct 1
Call to say all parts have not arrived
The inform me that they have arrived and send a tech anyway.
A tech arrives on the 1st and cannot repair the refrigerator because
ALL THE PARTS ARE NOT THERE!!!
He calls the parts department the two remaining parts arrive on OCT 2
Oct 3 the same tech who could not fix the refrigerator the first time on the 25th is returning. I told them I did not want him back, I am informed it’s my only choice.
Still no call from any type of management or supervisor I have told this story to well over 25 operators so you should understand my frustration not one documentation of my complaints so each time I have to retell the whole story.

My family's refrigerator was not working. So I contacted A&E Factory Service. First time A&E Factory Service technician came out was on August 23, 2008, Saturday. Technician started diagnosing the problem and said that the total would be $345.28 (which includes $75 diagnostic fee) to have refrigerator to work. I figured that by paying that amount of money for repair, the refrigerator would work again as it used to be. So I agreed to that estimate and the technician replaced an adaptive defroster and did some other labor. After the technician was done with his work, I paid $345.28 with my debit card and he left my house. After several hours, I have noticed that the refrigerator was still not working. I was upset so I called A&E Factory Service (same day, approximately around 7:00PM). I spoke to the customer representative and she said that the earliest date that another technician can come out is August 25, 2008, Monday. I told her that date would not work since no one would be in house that day. I asked her if she can schedule an appointment on Saturday, August 30, 2008. She said `Yes` and supposedly scheduled an appointment on that day. Before I hung up, I asked her if there is going to be another diagnostic fee and she said `No`. After I heard that, I hung up. On Saturday, August 30, 2008, around afternoon, I called A&E Factory Service to make sure that the technician is coming out to the house. However, when I spoke to the customer agent, I was upset and furious to hear that the appointment was not made on August 30, 2008. Instead the appointment was set up on August 25, 2008. However when I spoke to the agent on August 23, 2008, I clearly said that the appointment needs to be on August 30 and that was the date the agent said she would set up an appointment to. I was furious and spoke to one of their manager.
That manager said that she was sorry about the inconvenience and that she would set up another appointment on September 6, 2008. On September 6, 2008, A&E technician named Ricardo came out approximately around 3:30PM. He started diagnosing the refrigerator and said that the evaporator and compressor needs to be replaced. He gave me an estimate of little over $1000. Since that was way too much, I told the technician that we are not going to get it repaired. After that, he told me that I would have to pay $75 for diagnostic fee. I was enraged to hear that. So I told him that I refuse to pay another $75 diagnostic fee. Two reasons on why I refused to pay $75 fee were: (1) I already paid $75 diagnostic fee when the first technician came out on August 23, 2008. He could have diagnosed all the problems from the beginning. He could have diagnosed on that day that there were problems with adaptive defroster, evaporator, and compressor. However he partially diagnosed the problem that there was a problem with adaptive defroster(which is a BIG mistake for any technician. Any technician should diagnose the problem all the way). (2) When I spoke to customer agent on August 23, 2008 around 7PM, she said that I would NOT have to pay another $75 fee. I told the technician those reasons above. However, all he would say was that since both repair/diagnosis were two different ones (one on August 23 and one on September 6), he would still have to get a diagnostic fee from me. I called A&E Factory Service at 1-800-905-9505 and spoke to another customer agent. She basically told me the same thing. I kept refusing to pay another $75 diagnostic fee. Ricardo, the technician, said that I have two options, which were either (1) I pay $75 diagnostic fee, or (2) I do not pay and possibly get billed later. I still refused to pay. So he left the house. I am extremely dissatisfied about the service I received from A&E Factory Service. When the first technician came out on August 23, 2008, if he would have done the job right, he would have diagnosed all the problem. However, he partially diagnosed the problem and made me pay $345.28. Thing is, if he did diagnose all the problems from the beginning and let me know that adaptive defroster, evaporator, and compressor would have to be replaced, I would have declined the repair service from the beginning because that would cost too much! (Just to get an adaptive defroster replaced was $345.28. Since the quote to get evaporator and compressor replaced was around $1000, the total would have been around $1400). This is almost as if A&E Factory Service purposely diagnosed the problem partially so they would get some money out from me. As a consumer, this is totally not acceptable. Like I stated above, I would have declined the repair service completely if the technician would have done the job right and quote that it would cost around $1400 to get my refrigerator to work from the beginning (with $1400, I can just go out and buy another refrigerator). So as a consumer, only solution that will going to satisfy me is that I get a full refund of $345.28 (from August 23) and get assurance from A&E that I will not get billed a diagnostic fee of $75.

Resolution Wanted: 1. Get a full refund of $345.28. 2. Get an assurance that I do not get billed a diagnostic fee of $75. 3. Properly train technicians to do diagnostics properly so similar incidents will not happen to others. 4. Train technicians to not to be rude to customers (Ricardo was being rude to me. He would constantly cut me off and start talking when I try to explain the situation. 5. Properly train customer agents to set up appointments.

*****
This is the exact complaint I submitted to California DCA

A&E has the worst customer service around. I have a GE gas range that was sparking. I called Lowes and they diverted me to A&E Repair and they actually wanted to wait 2 days before coming out. I argued and they came that day, but now they are saying that it will take a week to have the part mailed to us. I offered to pay for it to be overnighted. They can't even get in touch with the manager to have it approved. While I was on the phone, I got 2 phone calls on my cell: 1 from their parts department and one from service with totally different stories about the part being ordered and when they can come out and fix our range.

I am going to be calling Lowes and telling them all about this and also calling their corporate offices, hopefully something will change.