A copy of my email sent via their website:

I will NEVER use you folks again and I will tell all my friends what a bad experience I had with you last week. My technician was supposed to be at my house between 1 and 5. So, I take a half day vacation to be home waiting for someone to show up. 5 o’clock rolls around and still no tech and no call. I call the customer NO service line and was told they would contact tech and have him call me. 5:30 comes up and still NO call. I call back and am told the tech, who is in the same city I am located, will be at my house at 6:30. 6:30 rolls around and still NO tech. I then get a phone call from you folks saying that your computers were down and they, and the tech, had no idea that I wasn’t serviced yet and we needed to reschedule. I say NO he will be here tonight to service my stove. She says no we have to reschedule. I am PISSED by this point. First – the tech NEVER made contact with me; Secondly – I was told he would be there by 6:30; Thirdly – the lady lied to me saying they didn’t know wasn’t serviced yet. That is BS!!! I wasted a half day vacation, my evening plans, and my time with you folks. I called HAS Home Warranty to complain about you folks and demanded that they never send you again. I will be posting everywhere I can to inform my contacts of your customer NO service in trying to reach customer satisfaction – in which there was none – just a rude lady telling me basically tough luck! I just called your info line to have your automated machine quit calling me to reschedule and hope that I never hear from you folks again.

An unsatisfied and disappointed past customer,
Steve Watson

My two year old Whirlpool refrigerator stopped keeping the fridge and the freezer cold. We called Whirlpool who then scheduled an appointment with A&E Factory Services for 4 days later. Meanwhile we had moved everything to coolers to try and save our grocercies. When the man showed up, we assumed he would have the parts he need to fix the fridge or at least within a couple of days. He orders the part from their factory that is a two hour drive from my home yet took 5 days to be sent to us. Once we received the part we called A&E again to have them install the part, again assuming that they'd be there the next day. They told us they could send someone out in 4 days. By this time we have lost all of the groceries that we weren't able to cook up. I take the entire day off work because of course their window of arrival is 4 hours (1-5). They call me at noon the day they were to come and tell me that they have no technicians in the area for today and I need to reschedule for...get this...11 days out. I pitched a fit on the phone for having taken the day off work only for them to call an hour before scheduled arrival and it now being 13 days after our original call for service...add in the other 11 and we'd be at 24 days since I first called. Because I was upset, they said they could send someone out the next day (I'd have to miss another day of work for this). They are scheduled to be here tomorrow, but I'm not holding my breath. I will NEVER buy another whirlpool if they insist on sending A&E. This company fails at customer service!!!

You cannot trust anything this company says. Here is a sample of the lies they tell you:

Lie 1. A technician will be there between 8-12 (this happened 3 times and he was never there even by 3 PM)
Lie 2. A technician will be there between 4:30-7 (this was said and then at 8 PM, after spending hours I was told the assignment had been cancelled hours before and that noone would be coming)
Lie 3. The people at the service center (the 800 number) cannot call the technician dispatcher (many people told me this, and then all the sudden on my tenth exasperated call a new person said of course they can call the dispatcher, and did twice)
Lie 4. The technician is familiar with your machine and can fix it (this was untrue, he had never worked on the brand, and it was worse after he left)
Lie 5. The call center will message the dispatcher and the dispatcher will call the customer (this would only be an inefficient system if it worked. Instead, the dispatcher simply never calls the customer. This happened five times.)

Oh, and the machine is still broken.

I had a scheduled appointment for a technician to fix or at least attempt to fix my refrigerator today, 11/3/08 and they were scheduled to arrive at my home between the hours of 1:00-5:00p.m. When I scheduled my appointment, I gave the phone rep my cell phone number and asked to have the technician call me when he was on his way to my home. I called twice today with the latest being 4:30p.m. to make sure he was still coming. The rep told me that he was at job#7 and that I was job#8. At 5:12p.m. this evening, I received a telephone call from the technician stating that he was running late and wanted to know if I still wanted him to come out to my home. I told him yes, that I was only off on Mondays and that I needed my refrigerator fixed. The technician arrived after 5:30p.m. and needless to say, Phillip the technician could not tell me what was wrong with my refrigerator (not cooling properly is the problem) and asked for the $65 fee for coming out. I was upset stating to him that not only did he arrive at my home late, but he was charging me $65 and could not tell me what was wrong. I told him that if he wasn't going to at least see what the problem was, he should have told me over the telephone that due to him arriving late, that he would not be able to do ANYTHING and I would have rescheduled rather than to have him come to my home and do nothing and still charge me $65. When I asked for his supervisor's contact information, he would not give it to me. When I asked him for his worker number or at least his last name, he would not give that to me either. Phillip the technician or whatever his real name was printed out a ticket and asked me to sign it. After reading it, I refused to sign it because he had typed in Customer Declines Estimate. I asked him why would he type in such, knowing full well that I never declined an estimate. Because he arrived at my home so late, he said he wasn't able to do a dye test to determine whether or not I had a leak . So virtually am out of $65 and not only did he show up late, but he was unable to tell me what was wrong with my refrigerator. I contacted A&E and spoke to Sandra, a manager at the National Call Center. Sandra was of no help to me and there was no customer satisfaction at all. Sandra stated that she understood and agree why I was upset, but that I still had to pay the $65. Sandra stated that if I allow another technician to come out to my home again, then I would not have to pay another $65 service fee (no help now, considering late and nothing done?). Sandra stated that if I did not allow a technician to come out again, then she would see about getting my $65 refunded. I stated to Sandra not to kid ourselves. If she did not tell this technician who was still standing in my living room this evening while I was on the phone with her, not to charge me $65 because he had done NOTHING but show up late, getting $65 at a later time was inevitable. I wrote a check for $65 to A&E and wrote in the memo "showed up late, no diagnostic done". I can bet you anything that those money hungry people will still cash that check which endorsing it means that they agree to what was in that memo. But most of all what upsetted me the most was how that technican lied to my face stating on the ticket that I had declined an estimate. I refused to sign and he did not go into his computer to change it either. When I asked him why did he lie, he just stood in my kitchen looking at me stupidly and did not say anything. It is obvious that I got cheated out of $65 tonight and would like something done so that this does not happen to good people by very underminded and untrustworthy individuals.

On Saturday, March 8, 2008 I made a call to A & E Services to repair my Maytag Dryer. I was told I would be charged a $59.00 fee just for sending out a repair man and that they could only come next Saturday, March 15 between the hours of 8 & 12. I accepted this regretfully as I was at a loss on how to fix my dryer and when I called the 1-800 number on my machine this is where I had been transferred so I assumed this company was a referral of Maytag.

Saturday, the repair man showed up around 11am. He took one look at my dryer, found out it needed a thermal fuse and it would cost me a total of $187.74 for parts, labor, and the initial service call. Out of desperation, I told him just go ahead an d fix it and I wrote him the check on the spot. He turned on the dryer. It seemed to work, and he went on his way. I put a load in and before the cycle was even 1/4 the way through it was not working again. Not even 30 minutes had past so I called the service center again, explained the situation and was assured the technician would be out after he finished this next call he had already started on. After no one had showed up by almost 2 pm I called the service center again. I was told the service tech would be paged and he would give us a call back. By 4:12 pm we still had not received a call back not did anyone show so I called the call center again. This time I was told the service tech was going to be paged again and be notified of the situation but he would not be able to come until he had finished his other tickets. Knowing there were other people out there who also needed this service and should not be inconvenienced like I had been I happily agreed to sit the rest of the afternoon waiting for the tech to finish his other service tickets and then come back to finish what he had attempted to proved me with the first time around. At 6:10pm still no tech and I called and was told that he was off for the rest of the day and I would have to wait until Tuesday, March 18th for him to come back. I told the "customer service" agent that this was unacceptable, that I had been waiting all day for this tech to show up and fix whatever it was he had done and I was assured each time I had contacted them that he would be out that day. The result was an entire Saturday waisted waiting for someone who was not coming and no one even had the courtesy to call me back and tell me he was not coming. After I asked her(Linda the "customer service"agent) to contact the service tech and ask him to come out she refused. I asked to speak with her supervisor and after she refused to let me speak with her supervisor at least 6 times I was finally transferred to a "manager", Tanesha. I explained the situation to Tanesha and asked her to contact her tech and ask him to come out and finish the job, after all we had already rendered payment for services we did not receive and it was only courteous to do so. She refused to contact anyone after hours and explained that she just could do it and we would have to wait until Tuesday until he would come back. After I explained again to her the severity of the situation, (I was schedule to go on a business trip and needed my clothes to be washed and dried before Monday and why would I spend money needlessly at the laundromat when I had already paid her company to perform this service to my dryer so I could take care of my clothes at home with my own appliance) she again refused to help me. I was not in any way rude, condescending, obnoxious, or threatening in anyway to this woman or the agent I spoke to before. I never raised my voice and was actually cordial to both of them while pleading my case and just requesting the service I had been promised and already paid for. She told me the part was faulty not the service and since I had already paid that it was my fault that the dryer did not work again because it was working fine when the tech left. I thanked her for her time, explained to her that I would be stopping payment on the check and I would be happy to submit payment after the job was complete and she threatened me with their collection agency. I asked her for corporate office information and at first she refused to give it to me but finally did. Tanesha gave me the name Dale Reader and the address is 1300 Louis Henna Round Rock, TX 78664. I thanked her for time and told her I would be contacting the CEO of the company on Monday morning during my business trip and let him know how bad the "customer service" is in Houston and that I would be naming her and Linda exclusively, and the technician, Sonny Sa, who would not return the pages to the company following my phone calls of inquiry. She said there was no reason to do that and I should contact someone locally to resolve the situation. I had to actually remind her that I had called the Houston "customer service" line to try and "resolve" the issue to begin with several times throughout the day and I ended up speaking to her after all was said and done. I again, thanked her for her time, explained to her I am not upset with her or the previous agent, Linda, and that I just wanted my dryer fixed and then I ended the conversation. After looking on my phone, I was able to obtain the cell phone number of the technician that was sent out because he called me before he came to make sure I was home. I called him 2 times and left a message for him to please call me back. I still have not heard from him or anyone else at the company and my dryer is still not fixed.