A & E Factory Service

We bought an appliance at a really well respected shop with great customer service. Because we bought an entire new kitchen, we also decided to purchase the extended warranty to safeguard our remodel. Well, our Jenn-Air dishwasher door got stuck and we couldn't open it. We called the store and they set up a service call wtih A&E Factory Service.

They were supposed to come out between 1 and 5 on Saturday, June 9th. We have a newborn and scheduling is REALLY critical. The guy arrived at 5:45pm, after the end of the service window and then was in our kitchen so we couldn't get going on dinner or anything. Very frustrating. Furthermore, he didn't have a part he needed so had to reschedule to come back. We agreed to the following Saturday, June 16th between 8-12. On Thursday, June 14th, we got a call from their service department to confirm that the parts had been shipped to us and they confirmed the 8-12 time slot on Saturday. On Friday, June 15th at 6:30pm, we got a message from a human being confirming his repair "tomorrow between 1 and 5pm"!! Infuriating. We called their 800 number to let them know we expected someone between 8-12. NOBODY could help us. They told us their manager would call us when we got off a conference line in 15 minutes. 40 minutes later we called back and got a different person who said no manage

rs are at work. That person either hung up or got disconnected from us. We then got an automated recording call confirming our "appointment tomorrow from 8-12". We called back to ask them what time was correct and they said 1-5 and if we wanted 8-12 we'd have to wait for them to call us between 8-12 tomorrow to let us know if they would come from 8-12 or 1-5! RIDICULOUS!

We ended up saying we wanted to cancel the call and that we'd contact our sales shop for a new repair company. They then wanted to come out and pick up the parts that had been shipped but couldn't say when they wanted to pick them up. Needless to say, we told them that the parts were now ours and that we were done with them.

NEVER use this company. They are absolutely the antithesis of what good customer service is about.

Bob