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We have had multiple visits from repairmen from A&E Factory Services after we purchased our dishwasher from Lowe's. (contract 27579**** with purchased warranty 40650)

1. During 6 separate contracted appointment times (4/6, 4/16, 4/17, 4/29, 5/1, 5/7) technicians have only arrived once during the time frame and were a complete no-show on 4/16.

2. Each repairman states the previous repairman did not diagnose the problem correctly. Each repairman orders a different part just so they could get out of the house, according to the senior repair tech we spoke to on the phone.

3. The company refuses to schedule a service call until the part has arrived, regardless if the tracking number confirms arrival date.

4. The tech on 5/1 promised to "escalate the call" and have a senior service tech show up to the next appointment time. Customer service for A&E stated today that they have no control over the type of service tech that will show up due to automatic computer scheduling based on geographical location of techs. Today the tech was in Woodstock and called at 10 minutes to noon but could not arrive until 1230pm. Appointment time frame was scheduled for 8am-12noon.

We believe the company is intentionally delaying repair to bill the manufacturer more money than the repair requires by blaming inexperienced technicians. We request Lowe's no longer use A&E Factory Service for contracted repair of appliances if Lowe's wishes to continue with high customer satisfaction scores.

A copy of the Better Business Bureau complaint filed 5/7/2010 is attached and a reply is requested from Lowe's. Copies of this letter have been sent to store #1119 as well as corporate headquarters of Lowe's and A&E Factory Services.

Monetary Loss: $1200.

Location: Atlanta, Georgia

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Guest

A&E was sent to fix my fridge and the guy said well I am not sure what to do. Your fridge isn't working and I tried to call to see what they wanted me to do but nobody is answering so I guess you should call Samsung or your warranty company back and let them know I don't know what is wrong and what to repair.

I've been without my fridge for a week already.

To get told this is not ok. So here I am left with no resolution.

Guest

I am also unhappy with A&E Factory Service. My 6 month old refrigerator broke down and it's going to be over a week before they'll come out and fix it!!

Guest

Please do yourself a favor and call an independent, local appliance service/repair company. Out of all the service companies that I have worked with over the years (I am age 55) A & E Service has got to be the worst on the planet.

I have a Frigidaire refrigerator with a none functioning ice maker, which consists of 3 working parts. To make a long story short, $409, 2 service calls to replace the same part, 2 completely missed 4 hour appointment windows missed, 35 minutes on the phone with their "3rd Party Resolution" team only to be hung up on and then another 20 minute phone call only to be given another 4 hour appointment window. I am not going to waste anymore time on with A & E. At this point, it will be cheaper and a lot less time consuming and frustrating to just purchase a new refrigerator.

The only way A & E can stay in business is with manufactures warranty work.

if I ran my business and customer service like they do, I would be out of business.

Guest

What's the brand of the pos appliance?

Guest

We bought a microwave oven combo and have had A&E come 3 times with no idea what's wrong. Twice their technician claimed they would come from 8am to 12pm and did not show up until after 5pm. On the third visit, the technician spent 15 minutes turning the breaker on and off and repeatedly trying to heat a glass of water. Great. The microwave is still not working and is less than 60 days old. Lowes says that they will continue to come to our home indefinitely until the 1-year warranty is over.

In more than 30 years I have never had anything like this happen. This is the worst service company I have EVER had to deal with. Lowes is aware of this and has called A&E to help, but we're stuck in an endless incompetent loop with A&E in Elk Grove, CA.

Guest

What a racket they have - you tell them the codes knowing you'll need parts - they schedule a visit and don't fix what you called for - then state they want to come back out in a month?! Charge you $129.00 for a house call - you call to complain, you get an arrogant person, then recall only to be put on hold for 15 minutes.

Can't even get their corporate on the phone - their case manager tells "YOU" what is and to be quiet?!

- what horrible customer service. The people answering the calls seem to be nice but above them (they were horrible)

Guest

A & E Service has the worst service I have ever seen. We called them to setup a time to have them service our dishwasher between 1-5 today.

At 4:30 they hadn't shown up yet, so I called their customer "service". The service representative put me on hold for 10 minutes while he was checking on the repair technician. He got back on the line then said he was running late and they would be there by 6. It gets to 530 so my wife calls to see if they are still coming and they say they have no record of the claim.

They lady was rude and ending up handing up on my wife. I then called back to find out what was going on and apparently they sent them to a different address, our old house! It was through the HSA home warranty, which we had at the old house. Apparently the address on the claim, warranty and phone cal were not good enough to send them to the new house.

I told the guy that this is very poor service, and that they need to make sure that address are all up dated...then he hung up on me. I then called back again to get an appointment for tomorrow and they told me that they could not make any appointments until tomorrow. I argued with the guys and he told me they would "call in the morning". my reply was that I was not confident in his companies book keeping, and I doubted they would call....so then he hung up!!

I ended up calling back HSA and they sent me to another service company. Just beware if you come across this company that they are terrible. The yell at their customers, hang up the phone, check a simple schedule and put you one hold for 15 minutes each time. I also asked to speak to a supervisor and they hung up on me again.

Totally ridiculous and the worst service i have ever received hands down. I have never had a customer service rep hang up on me EVER, until today.

Calvin and Lisa Parker
reply icon Replying to comment of Guest-567026

We so feel your pain! This has been a horrible experience.

We have been lied to, and you are correct, the "upper" customer service is rude! We have been put on hold for over 30 minutes and then have the line go dead.

It has been 6 weeks and our washer isn't fixed yet. Multiple missed appointments.

Guest

Horrible customer service and technicians. 4 visits and they still have not shown up with the part need to repair my fridge.

Each time requiring me to take a half day off work.

Sometimes, they don't even arrive in their 4 Hour appointment time window. Who operates a business like this and stays in business?

Guest

Our dryer stopped working and we called to make an appointment to get it fixed. The technician arrived ordered three parts and set up another appointment for a Monday between 8-12.

On Thursday I had not received any parts and called to see if they could track it. I was told that someone would call me back but no one ever did. On the day of the appointment I waited until 12 to call and see where the technician was. I was told my appointment was from 1-5, not 8-12.

I let it go and when no one arrived by 5:30, I called back. This time I was told that they were running late and would arrive shortly. I called back at 7:00PM and was told that the technician got off at 5 and that they didn't even show me having an appointment. Talk about being pissed.

I next complained up and down and spoke with a manager. All I got was an apology and that they would reschedule me. So they did and the next technician that came out said that the wrong part was ordered. So no he had to order another part which just came today in the mail.

I called to make an appointment and was told that they could not expedite it.

It's been going on a month now and I must say this was the worst service that I have ever experienced. I would not suggest using this company but it seems that if you have an extended warranty you have no choice.

Guest

:( Even better is the tech assured us he had the part and was told not to arrive without it. Well he did and I sent him on his way.

So because I refused his service He ordered the part and had it shipped to my home and then had the nerve to call back to reschedule appointment.

4 months later I receive an invoice for $153 guess what I'm not paying send the bill to Lowes because I was assured the tech would have the seal on his truck for my washer. Since lowes refuses to pay now they want me to

Guest

Extremely rude customer service representatives. Service does not same technician back out.

Different tech different diagnosis...complete bologna!

Somebody is incompetent! So mad right now.

Guest

This by far is the worst service company imaginable. We had several issues with our dishwasher that finally got resolved by the technicians after 5 visits!

Every visit is a nightmare. They give you a window of time they will show up and not one single time has the tech showed up in that window... And often not at all!! My latest problem is to get a dryer repaired.

First the tech couldn't make it in the time frame allocated so they rescheduled me for another week out!!! Remind you I sat waiting for 5 hours!! Today we had an appt to fix the dryer because we needed new parts. I waited all morning for him to show...

Nothing.. No phOne call, nothing. Service center can't explain why and scheduled me out another week!!! Not only did he not show up bit I had to pay upfront the $350.00 for the part and service!!!

They are a scam!!! Stay far away!!!

Guest

A&E have the worst customer service of all time.

The problem there is none. We have had 2 repairs scheduled and have had no tech one on 6.8.2012 and one on 6/9/2012 first one they called and said they could not make it.

The second one was scheduled at 10 am the showed up at 8am and left note on my door saying sorry they missed me. The lack of customer concern is astounding. The are now telling me they can not send a tech back out here.

That is not acceptable. Also the number I was given to get ahold of the person in charge if I had any problems the person does not answer or return any of my calls.

Guest

Finally gave up on A&E. Called Assurance Service 800-423-**** who delegates the sevice for warranty work.

I told Assurance that they need to drop A&E from their list of service providers.

We had an appt on 2/14/2012 for service with A&E from 1 - 5 they showed up parked on the driveway then left. Then called at 5:15 to say they would not be able to make it that day.

All of this after my wife took a 1/2 day of vacation. When you hear about terrible customer service think A&E

Guest

I agree with everyone regarding A&E Service, our refrigerator/freezer has been totally dead for two weeks. There has been a repairman out to look at it 3 times in those two weeks and they send the same *** one out who tells me "next 24 hours are critical, best of luck!" Best of Luck???

Shouldn't they be qualified technicians.

I have another repair scheduled for today and when I called to check on it was told it was going to be the same tech, I threw a fit and said I don't want him in my home at all. Our refrigerator is only 6 years old and wasn't cheap, needless to say I am ticked off.

Guest

Do not buy anything from Lowes anymore and stop giving people a hard time. Just a *** Dishwashwer.

Guest

I purchased a home warranty which covers my household appliances including my Maytag washer and dryer. I had an appointment scheduled with A&E Factory Services to service my dryer.

The only appointment available was for one week after I called with the issue with my dryer. The appointment was for 11-8-2011. One 11-7-2011 I received an automated call from Sears stating a technician would be at my home the following day between 8am-5pm. My wife called the home warranty company after 3:45pm on the 8th to verify someone was coming to repair the dryer and was told someone had attempted to repair the dryer at 10:37am but no one was home.

The was someone at my home at all times and the front door was open with a car in the driveway all day. I sat in the living room waiting until my wife came home at 11am so I could get ready for work. A call to A&E Factory Service did not resolve the issue. They insisted a technician came out and would have left a tag on the front door saying as much.

There was no tag. The house numbers in my neighboorhood run in order but jump from the 420's to around the 490's.

That's just the way the homes were numbered because of the distance between some homes. Now it will take another week to get an appointment.

Guest

That is the same for us as well but the issue was not diagnosed until after our warranty expired and they had been there at least a dozen times stating the previous tech did nor know what they where doing. Then customer Service sent a Sr tech and it wad the same yahoo that had been there before .o

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