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Updated by user Mar 12, 2012

LETTER TO CEO~

Attention: Mr. Sean Ramsey - CEO

I am absolutely appalled by the extremely poor quality of service provided by your company. Your customer resolution representatives along with your escalation team were of absolutely no assistance until I demanded that I have a way of contacting you as a last resort.

I have spent approximately 6 months dealing with A&E Factory Service; only because your company was the only choice I had, as it was the only company my extended warranty on my Frigidaire Gallery Series Dryer was willing to use in my area). I have had at this point approximately eight separate service technicians come to my home to fix the same problems with my Dryer. That is not counting the numerous missed appointments, late appointments, no call-no shows, or rescheduled appointments due to incorrect parts or the parts being on backorder. Most of the times that I have had to call them back out, I had to wait a week or more for an available appointment and they then would tell me that my only option was an all-day appointment from 8-5 (several of which no one called or arrived until around 2 or 3 hours late). Also please be aware that these are all days I had to *** from school and/or work to make sure I was available for the all-day appointment. The repeat service requests were for several reasons: the technician ordering the wrong parts, breaking the new parts white trying to install them, or breaking other parts during the repair. My dryer has almost caught fire twice because of bad installation or parts.

I will summarize some of my notes from just the recent several communications I have had with your company and its representatives. I started documenting in more detail on March 6th when I realized I may have to take legal action. Rest assured though, I do have all documentation and notes pertaining to previous repair appointments, conversations, and parts. You may wish to refer to your notes in my file also as you read my comments.

รขโ‚ฌยข Original call was made and covered through my extended warranty approximately 6 months ago. The representative told me he was going to have to order parts and that they would come to my residence, instructed me to call once they arrived. I waited for almost a week and they never arrived, it was only upon my phone call to A&E that I was informed they were on backorder. It was over two weeks before they arrived, and then another week before an available appointment for the technician to come out and install them.

รขโ‚ฌยข Once he arrived (now almost a month into the process without the use of my dryer) he informed me that the previous technician had ordered the wrong parts for a different model and that they would have to send them back and reorder more parts. Another week for shipping and another week for an available appointment.

รขโ‚ฌยข This technician came out and installed the parts and stated that there were other parts and needed to be repaired also before the dryer could be used and blamed it on the previous technician. At this point, he also broke the handle off from my dryer and told me he would have to order a new one because it was his fault.

รขโ‚ฌยข I believe at this point I was upset and he said he would emergency order the parts and they should arrive within two days. It only took them another few days this time to get me an appointment after I called and spoke to an escalated representative and informed them of how upset I was becoming not having the use of my dryer.

รขโ‚ฌยข The technician came and actually argued with me that his orders were for my washer and not the dryer. It was not until I called A&E again and spoke to an escalated representative and put him on the phone with them, that he apologized to me and said it was the dispatch centers fault for doing the paperwork incorrect. He finally installed the parts and showed me that the dryer was running before leaving. It was not until after he left that I realized that he had installed the parts and the dryer was indeed working but all of the settings were in the wrong spots. Ex. The delicate cycle was actually the heavy cycle?

รขโ‚ฌยข I had to wait for another appointment for them to come back out and fix their mistake. He said it was just installed incorrectly.

รขโ‚ฌยข It was less than a month after that when the dryer started shutting itself off. I had to call for another service appointment.

รขโ‚ฌยข The technician told me that the part they installed was defective and that they would have to order another.

รขโ‚ฌยข After that order came in and they installed it, it worked for about a few months.

รขโ‚ฌยข During this time period my extended warranty had lapsed.

รขโ‚ฌยข On March 6th, the same problem with the dryer happened again and almost caught fire again. I called A&E and they told me that I would have to pay for everything because they only cover their parts for specified period of time and I was approximately 20 days past that point. I spoke to an escalated representative again and informed him of all that I had been through. He finally agreed they would send someone out and if it was indeed the same parts that had already been repaired numerous times that they would cover the service call and labor, but I would have to pay for the parts out of pocket. I agreed to allow him to to send someone out and make sure it was the same parts that were malfunctioning again.

Here are some of my notes from the previous week, as Iรขโ‚ฌโ„ขve already put too much time and effort into this letter and itรขโ‚ฌโ„ขs making me more upset.

Jerome รขโ‚ฌโ€œ A&E Manager with repair proactive solutions dept. 180******** ext 25009 Only paying for parts! 3/5/12 Appt 8-5 on 3-6-12 - service order 4036****

3/6/12 A&E scheduled apt was from 8-5, gentlemen called around 4:45pm and said he would not be able to make it until around 6:30. Then called back and argued with me about the price and told me I had to call A&E. He stated he was not coming out until he had authorization for the labor and trip charge to be at no cost.

3/6/12 - Spoke to Mary รขโ‚ฌโ€œ said she would put a request for customer solutions to call me about all of these issues. Service technician called while on the phone with her and said he figured it out and he is on his way. Mary said there were clear notes on the account for him to call and choose option 3 to get the discount code. He arrived at 7:15, apologized, but not by much and once again blamed it on others in the company. He used the excuse that he had some tear downs he did not expect. His name was either Ron or Roy? He said the heating element and bearing (and two other parts?) need replaced again and that it almost caught fire when he had it turned on. He knew that this was not the first time all of this has been replaced because of the same issue by A&E. He said he would emergency order the parts for me, that they should be in within two days and that he was surprised this was happened again. He said he would speak to his supervisor as he was not going to charge me for the parts. I never heard anything back from him at allรขโ‚ฌยฆ

3/7/12 รขโ‚ฌโ€œ I got an automated call confirming an appointment for 3/8/12 from 1-5.

3/8/12 - Roxanne - Employee Number 55690 รขโ‚ฌโ€œ escalation dept.รขโ‚ฌยฆ told her I wanted someone out tonight ASAP to fix the dryer as it is now 6:00, an hour past the appointment time they were supposed to be here. I had called twice over the past three hours and confirmed apt and was told that tech would call and let me know where he is at. She said I needed to let proactive solutions know because she sees where I already have an open case with them. She is getting ahold of the regional manager to let them know that I demand someone out ASAP to fix the dryer tonight! She told me that for some reason the appointment was cancelled and she could not explain why. She also said there were no managers available for me to speak with and that I could not hold, as she was going home. Another ENTIRE day wasted. She said she would get ahold of the regional manager and her manager also via email to let them know what was going on.

I heard nothing back until the next day when I got an voicemail from a supervisor named Rhonda confirming an appointment for 3/10/12 from 1-5.

3/10/12 - When the tech called, he said he was coming out to take a look at the dryer, seemed to have no clue what was going on, I told him they already knew what was wrong with it and were supposed to have ordered parts รขโ‚ฌโ€œ he said he didnรขโ‚ฌโ„ขt know that and in that case he would cancel the appointment until the parts came in.

3/12/12 I logged onto Sears Chat:

Clinton Knisley: I would like to have the phone number to speak to whomever is in charge (or the highest level supervisor) over the A&E Factory Services dept. If my issues are not resolved I will contact an attorney

Brandon Wood: Please call Third party team at 1-80*-***-****. Monday to Saturday 0600 AM to 2400 PM , Sunday 0700 AM to 2400 PM CST. They will be happy to assist you further in this regard.

Called the number and asked to speak to Chip Warner, the guy at sears in charge of A&E, the rep Diana -said she did not have a number for that person and said she was going to look into it further รขโ‚ฌยฆ.

Spoke to a supervisor Nancy รขโ‚ฌโ€œ Client Interactive Solutions รขโ‚ฌโ€œ escalation team. Employee number 300604

She told me that no parts have even been ordered, that she did not know what was going or why and instructed me to contact:

CEO รขโ‚ฌโ€œ Sean Ramsey @***.aefactoryservice.com/contact.html.

I am willing to resolve this situation and again allow A&E to pay for and order the replacement parts and come to my residence and fix my dryer again at your expense.

I assure you that this is a matter of some urgency to me.

Updated by user Mar 12, 2012

It GETS EVEN BETTER! I got a call the next day and received a voicemail from an A&E Representative stating that someone would be out the following day (Now TWO days after) between 1-5pm.

The tech called me when he was on his way and said that he was coming out to take a look at the dryer. I informed him that someone had already done that and said they were ordering the parts to fix it. He simply said, \'Oh ok, well I\'ll cancel this call until the parts come in\'....

Still heard NOTHING.. ABSOLUTELY INCREDIBLY AWFUL CUSTOMER SERVICE!

Updated by user Mar 08, 2012

To make matters even worse, I\'m so beyond annoyed it\'s unbelievable. It is now 7:00 - two hours after they were supposed to arrive, after going through two reps to get to an escalation department on the phone, she told me that she did not know why but the appointment was cancelled for unknown reasons and that she would have to have a supervisor give me a call back (she could not give me a time frame) as there were none available. WOW

Original review posted by user Mar 08, 2012

I have spent months working with A&E Factory Service (only because I have had to, as it was the only company my extended warranty on my Dryer was willing to use in my area). I have had at this point eight seperate service calls to fix the same problem.

Everytime, I had to call them back, I had to wait a week or more for an available appointment and they then would simply say that my only option was an all day appointment from 8-5 (in which several instances they did not show up or call until around 7:30pm). Because of ordering the wrong parts, breaking the parts trying to fix it, or breaking other parts during the repair, they have been called back over and over again. As I type this, I am approximately 4 months into this (for just a dryer repair) and this is my 9th service call, my appointment today was from 8-5pm, and it is not 5:30 with no phone calls and no one has showed up again.

My dryer has almost caught fire twice because of bad repair jobs. AVOID THIS COMPANY AT ALL COSTS, TRUST ME!

Location: Collierville, Tennessee

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Guest

I feel your pain and am also experiencing the repercussions of a failing business. I couldn't stand when they'd tell me " I understand your frustrations" when they hadn't a clue.

I am waiting on a refund just to get them to reorder the part and go through it all over again.

They've lost the refund and mailed it to a bogus address. Terrible terrible terrible business!

Guest

This PERFECTLY describes my experience trying to get my refrigerator fixed. Six months (yes, six months without a working freezer and a not-cold-enough (food safety, anyone?) refrigerator.

This is a PERFECT description.

I thought today was the day it would be resolved. Nine visits. Parts had been ordered.

They are sitting in my kitchen. Guy came. Just like every other person, he had no history and no idea, and came only ready to take a look at it, as if he was the first person who has come.

I am about to write a letter to Sean Ramsey. How can a company like this stay in business?

Guest

I could not agree more. I am currently living everything you said.

I don't know how A&E stsys in business with such horrible Customer Service. Remove the letters A and E from your vocabulary!

Guest

Same issues. 4 techs, 5 weeks, no fridge, 3+ hours on hold.

2 days of missed work.

Horrible service from techs, and escalation department, on hold right now going on 45 minutes. Part needed this time, found online for $50 cheaper, than price being charged.

Guest

I just got off the phone and had an almost identical conversation/situation. I have never been treated so poorly in my life.

I paid for the same repair, TWICE, within 12 months, totally $700 in repairs. Come to realize, after two fixes and all that money, the core of the issue was never truly fixed and I still have the problem. I just got off the phone with A and E and after being transferred 7 times I was told by the escalation manager that they can't help me because it's after their 90 day warranty. He refused to admit that he has someone higher up in the company than him that I can speak to.

He told me to call the legal department or this Sean Ramsey person. He kept saying, "You just want to get me fired." Come on! Anyways, that's the long story short believe it or not. Has anyone been able to get a hold of someone that can actually help us get some justice here?

All that money and the issue still exists! I feel like I have been robbed!

I saw someone mentioned Chip Warner.

I may go that route. I live near the Sears HQ so maybe I'll stop in and try to make an appointment :)

Guest

WHATEVER YOU DO, AVOID THIS COMPANY! THESE COMPLAINTS ARE MILD COMPARED TO WHAT I'VE BEEN THROUGH WITH THEM!

THEY ARE NOT EXAGGERATING - I SPOKE TO A "CUSTOMER SERVICE" (HA!) PERSON NAMED DAVID WHO SHOULD BE FIRED IMMEDIATELY FOR THE POOREST, RUDEST, MOST ARROGANT SNOTTY RESPONSE TO MY PROBLEM I HAVE EVER HEARD IN MY 73 YEARS ON THE PLANET. THIS COMPANY DESERVES TO BE WIPED OFF THE FACE OF THE EARTH ALONG WITH ALL THEIR INCOMPETENT, NASTY LITTLE RECTAL ORIFICES WHO 'WORK' FOR THEM!

Guest

I am now going threw a similar situation a&e is killing me...they are just of dumb people pushing off every call I make..I have a dryer that is not even a year old and broke...second time my service tech didn't show up... I have made countless calls....and I have no choice but to just keep dealing with it...I will be sending letters to both Mr. Ramsey and Sears corporate...I am going to send them a letter every day till my nightmare is over and I am satisfied...it's just not fair...

Guest

Just came across this and have had very similar issues with this company regarding fixing my dishwasher and feel your pain. I emailed Sean Ramsey via LinkedIn and almost fell out of my chair when he responded and gave me his direct office line.

I spoke to him later that day and he made sure to expedite the additional part we needed and got a priority repair appointment. Here is his office line: 847-286-****. He also willingly gave me he cell number but I'm not going to post that. I would also advise you to file a complaint with the Better Business Bureau.I will add that after this the main dishwasher leaking problem was repaired, however the door would not stay open...a few days later we received a door hinge which I'm assuming was supposed to be delivered with the other part.

After three months of dealing with A&E I just couldn't face going through scheduling another appointment for a minor problem.

I did leave a message for Sean but so far he has not returned this call. Initially he was very helpful though.

Clinton K Jar

Do you know what the number is or what department I need to contact?

Clinton K Jar

Do you know what the number is or what department I need to contact?

Guest

If anyone needs help after a A+E call phone Sears who ownes A+E Faccory and ask for the top man in charge of A+E, Chip Warner.

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