HORRIFIC EXPERIENCE!! Do not ever go to this company. I paid $1200 weeks and weeks ago to have a repair that is still not done, they have no showed, parts have been received broken, and there is no phone number, and no human to speak to in regards to this. Do not ever use this company!!! ZERO STARS!!!! read more

DO NOT SCHEDULE AN APPOINTMENT WITH THIS COMPANY. We thought that because they are affiliated with Sears that they would be reputable and reliable, BUT THEY ARE NOT! Our washing machine broke on August 3 and we scheduled an appointment with A&E to come to repair it on August 16. So, for 2 weeks we took our laundry to a laundromat. On August 11 I got a text to confirm that I would be available for the appointment scheduled for August 16 between 1:00P and 5:00P, I confirmed. Then on August 13, 14, and 15 I received texts reminding me of the appointment on August 16. On August 16 at 10:32A I receive a phone call to re-schedule the appointment because there is no technician available. The next available appointment is August 30. So, another 2 weeks going to the laundromat. Repeat all of the above for the new appointment, and then, repeat the phone call this time at 9:10A again saying that they need to re-schedule to September 17 because they have no technician available. How do you run a business but you don't know how many employees you have and when they are actually scheduled to work until the day of service? A&E can't seem to get their act together, so don't use them. Maybe when they don't have anymore business, someone will pay attention to the Customer. read more

The appliance insurance company I have contracts their work through A&E (since Sears closed) and it's been a terrible ever since. DO NOT WASTE YOUR TIME/MONEY. In August 13 2020, my oven display started going bad so I called to have it serviced. Tech shows up, finds the problem, orders the part, and leaves. Tech is scheduled to install the ordered part a couple weeks later, then THEY CANCEL the morning of the appointment via text (because the Tech called in sick) and reschedule me for September 18, 2020. Tech comes take two minutes to install the part and leaves. Used the stove for a couple months...display is acting up again. Scheduled another Tech to come on December 27, 2020 to check it out. Tech spends 15 minutes looking at it and orders another new part. The Tech was scheduled to come back on January 13th @ 0800 to install. On the 13th at 0811 they text me that they rescheduled me for the 17th (called and they said the Tech was "overbooked" and was going to miss my appointment)...OVERBOOKED @ 0800??? I was able to reschedule that appoint for the 14th from 1pm-5pm. On the 14th at 0748 they text me that they rescheduled me for the 17th.... I called the customer service and was told that the Tech called out sick. Angry that I've now missed 2 days of work for someone's 5 minute job (which I can't do on my own since it'll void the warranty I have with them). I asked to speak to a manager...My prior phone conversation with the associate was fine and they could hear me but once I started speaking to the manager she said that my phone was cutting out and that she couldn't hear me. All I wanted was to find a remedy for the company inconveniencing me for 2 days..all they could tell me is "sorry" and that I'd have to wait until a Tech can see me. read more

I bought my appliances from Costco and this is the company that does the warranty service repair. It is absolutely unthinkable that this company is even in business. After canceling my appointment two separate times and waiting for them all day both days, now they give me a new appointment on Valentine's Day. It's just unbelievable. Honestly I don't know how a business like this can possibly stay in business here in Hawaii, too small of an island and too many people talk about how horrible the services in order for them to stay in business. The major problem is that this is the only company that does the warranty repair for Costco, so you're going to be stuck. Nothing but problems, nothing but bad things to say about these guys. Even the part that we had to order took two weeks to get here. Avoid at all costs read more

Had an appointment window from 8-12 today, waited 4 hours only to get a text message to reschedule my appointment without an explanation why the technician was a no show! Had to look for a phone number to call and speak with someone at A&E, they hired a 3rd party call center to handle their calls, so basically this is the only way to make a complaint!!! I asked for a sooner appointment, since they rescheduled me for another week out. The 3rd party call center was not able to change the appointment, so I'll just have to wait another week and hope the technician shows. So frustrating!!!!!!!!!!!!!!!!!!!!!!!!!! Bad service, I do not recommend. DO NOT PURCHASE ANY EXTRA WARRENTY COVERAGES FROM SEARS IF THEY CONTINUE TO USE A&E FACTORY FOR THEIR WARRENTY SERVICES. BE SURE TO ASK BEFORE PURCHASING. One star was selected only because there isn't an option to select a negative star. :( read more

My husband called this company since we had an issue with our oven. The service guy came the next day since he lives up the street. He had to order a part. The part is mailed to our address then my husband calls him. Service guy gave a time and date. We were moving out of that house so we were hoping the repair could have been done before then. On the day of the installation of the part, my husband waited in the empty house for four hours and gave up. The guy no showed or no called. Unprofessional, unreliable, disappointing, disgraceful. This is on Kaua'i. With all these negative reviews, it's mind boggling. read more

1/20/22 Well, I experienced otherwise. After 16 days, my fridge stopped making ice and my freezer is failing to freeze on its coldest settings...the same symptoms as I had before my entire fridge failed. After chatting with LG support, they want to send the same company out to diagnose the problem. I'll never buy a LG product again or a warranty that uses A&E as their repair service. 1/4/22 My LG fridge started failing to keep cold about a month ago. After filing a warranty claim with LG, they set up an appointment with A&E. Since this was my second warranty claim for the same issue, I wanted to check whether this company was more reputable than the first. So I pulled them up on Yelp and...yikes! I would have quickly given them a pass but didn't have a choice. I had another company come out while sorting out my warranty claim, but they recommended replacing my fridge. I'm glad I waited...my fridge is now like new within two weeks of scheduling my first appointment. The tech that came out was terrific - diagnosed the problem correctly, wore a mask, and left the area clean. Other reviews have noted there's a 3rd party call center. Using the number LG provided, I couldn't get ahold of anyone, only a useless automated answering machine that kept indicating my part was delayed (it wasn't). I'm glad it wasn't critical I speak with someone. My experience has left me with mixed feelings. Based on the negative reviews and number of stars, I would never have contacted A&E. Yet, the first time my fridge was repaired, it took another company nearly two months. And the 5-star company I contacted this time recommended junking a 6-year-old, $3k fridge. So until I experience otherwise, would recommend them. read more

Not reliable and does not respond quickly. We waited all day for our technician to arrive. We had the 8 am - 12 pm block. We received a message saying the tech was on his way. We received an email saying, "Sorry we missed you" one minute later. This is the second time this has happened with A&E. Today, the tech's name was Roman. Part of the problem with A&E is that they've outsourced all their calls. As a result, the phone assistance is not local and definitely not reliable or helpful. Very frustrating. I do not recommend A&E. If you use American Home Shield, select another vendor. read more

This company does not provide any option to speak in person to someone. All communications are by email or text. When calling them, there is no option to speak to anyone in person. I received a text that the followup appointment with the technician would not be scheduled until I notified them that the repair part was received. I called them, but there was no option to notify them about the receipt of the part. Do not use this company. This company was "chosen" for me by the home warranty company. read more

My home warranty assigned me this service provider. The technician came out the next day and was very nice. He was wonderful. The part was ordered and it arrived . I called the next day to move my scheduled appointment up to what they offered me was the same day . I took off the day to have the part put in. It was scheduled between 8:00 a.m. at 5:00 p.m. I got no updates. I had to keep going into my text message confirmation to get the updates. The updated between 4:30 and 5:09. Then it was updated he's doing 509 and 6:30. Then about 6:30 to 7:30 it was updated. Then I called and they couldn't find my service number . I called a different number and it was updated to the same time 7:30 p.m. I canceled my dinner reservations waiting for them. It is now almost 8:00 and no one showed up . This service provider has no live person you can talk to . Very disappointed and angry. If they are unable to provide service they should not offer an appointment time. People rely on schedules . If I had a choice I would not choose this service provider read more

We recently had A&E factory repair service come to fix our LG refrigerator. They assessed and ordered the parts, which took 3 weeks to arrive. I know, parts take awhile, especially LG parts. The reason for the one star review is what happened when they did the repair. They were supposed to arrive between 10 and 2pm. Finally, at 2:20pm I get a call saying that he is running late. When he finally arrives, he rushes through the job of replacing the compressor, expressing frustration that he has 4 more jobs to get to. Needless to say, he did such a crappy job, that the connections were not done well. Twelve hours later, the refrigerator was no longer cooling again. LG finally sent one of their certified technicians who had to redo the connections and clean up the leaks. read more

Will NEVER ever recommend these 2 clowns Ole and Brian. They're a team of Frauds that will rip you off and never give them your credit card cuz they will charge your card without your consent. You'll never get your refund when you try speaking with their CSR team not sure if they're in PI or India.These 2 are the worse thieves and needs to be STOPPED immediately. They frequent in the Waimea area. Request repair on our fridge and they showed up selling warranty, I asked if they were here to sell warranty or repairs and answered both. They asked for payment and we did gave them our CC not knowing they needed to order parts after they told us they had the part in their van. I told them to leave if they weren't going to do the job and we later found out they charged our CC when nothing GOT DONE. We request a refund and suddenly the parts showed up, Brian showed to install the parts and request $1200 after they charged our cc $600 without our authorization. Long story really tried to be calm and even apologize so we can get our fridge fixed but only human and couldn't handle what just happened. Results is will have to purchase a new fridge and move on but BEWARE OF THESE TWO MORONS AND HOPE TO NEVER LET THEM DO THE SAME TO ANYONE ELSE. read more

On 8/3 I scheduled an appointment to fix my washer on the afternoon of 8/16 (TODAY). Received confirmation of appointment, received a reminder on 8/15 (YESTERDAY), received reminder again on 8/16 (TODAY). Then, 2 hours before the repair window(TODAY), I received a text message that, because no technician is available, my appointment has been postponed to 8/30. I tried calling the phone number and it is just an automated system to re-book or cancel appointments. What has happened to customer service? read more

THIS IS AT LEAST THE 4TH NO SHOW FOR THIS COMPANY (they did show up however when not scheduled). I do not fault the first employee who looked at my refrigerator, he was kind and professional, but no one from this company will show up to install the part that THEY ordered. Also never buy a home warranty from Select Home Warranty. That is a whole other story by itself. read more

Worst company don't go through them. Had them come out for a repair for a washer. Paid $500 for the parts labor. Washed clothes right after and problem was still there. Called theyre main office and basically said they can send out a tech but I will still have to pay for another diagnostic fee for the original problem that was already there ?! And I still have to pay extra for another part & labor. So there is no warranty for fixing the issue, it's a warranty on the part itself. Which the part that I was sold was not the answer to the problem. PLia the part that I was sold was up charge by $100 way to make money off local people. read more

Unorganized. Technician was confused why his own company did not share the error code with him.

I will never use this company or suggest that anyone does. They can't provide bad service because they don't provide service at all. This is the worst company I have ever dealt with. They did nothing but waste my time. Service was scheduled twice. The first time they came an hour late with no parts and didn't fix anything. I rescheduled for a week later and again they were an hour late this time with a phone call saying they had no parts. I'm done dealing with this inept company. I hope they go out of business. read more

I scheduled a repair for my chest freezer through GE Appliances, and this company picked up the job. On the day of my repair, I had to leave early from work and cancel appointments to be home for the 5 hour window that they might come. 5:00pm came and went, and nobody came, and nobody called. I called their office and left a message, but received no call back. Eventually I had to call GE customer service and it turns out that they don't even service chest freezers in Hawaii. Perhaps there are logistical issues between A&E and GE, but a no call no show is unacceptable and caused me massive inconvenience. read more

bought warranty on our fridge from Lowes. Our Ice maker stops working. The Tech comes into our home not even 15 min says hes ordering a part and needs to returning to install. A & E schedules us another 2 times saying they have no techs to install the part and they need to Reschedule us again after taking off of work twice already. This is ridiculous. Bad Company. I dont know how they are even in business. read more

No communication. Impossible to actually speak to a human. They rescheduled my appointment, then canceled and then rescheduled for 10 days after the original appointment 8 to 5pm. I will never use them again read more

I am hoping that I can update this review to a higher level, but as of right now this company doesn't even deserve 1 star. Geek Squad (Best Buy) contracts out their servicing so for our refrigerator I guess we got A&E. First off, all we needed was new handle but the technician who came to inspect the door said we need to replace the whole thing. We agreed because it was going to be covered by the extended warranty--to which he said his company isn't covering it but if Best Buy was then whatever. He schedules my appointment over 2 weeks later but of course the part arrives at my house within a couple of days. Today is the day of my repair installation from 8-12. I understand the appointment window and that isn't the problem. My husband stayed at home today to wait for the technician, we get a text at 9 saying they were on their way. Then 20 minutes later we get another text saying our appointment was rescheduled to next week. WTF!!! Who did that?! My husband spent hours on the phone trying to call and get an explanation...all they could say was they will file a complaint. I decided to call to reschedule the new appointment time and I was told that the technician changed the one I had for today. What gives the technician the right to do that?! When I asked for the reason because someone was home, door open, and no one came to the door...all I was told was they don't normally operate that way. Granted I was able to reschedule for tomorrow but do they not value other people's time? My husband could've been at work. The person I got on the phone said they would file a complaint against the technician...but I asked for a supervisor because I want them fired. During this pandemic, if you cannot value another person's time and work then you don't deserve to have a job and be working. DO NOT GO WITH THIS COMPANY IF YOU HAVE THE CHOICE! read more

It has been two months since the initial appointment and my washer still isn't working. They closed the service contract prior to ensuring the machine worked. I had to re open the ticket and now I'm waiting another 2 weeks for an appointment. If you can go with anyone else, please do. The techs are nice but the company is not customer service focused in the least. Worst service experience ever. Go with someone else if possible. read more

Needed to get our washer repaired called A&E services 12/17/20. We were told the part would take 7 to 10 days. We had no reply from them for 3 weeks. We finally got in touch and were told part was on back order due to covid etc. Thanks for letting us know!!! OK I understand but I've been receiving orders from Amazon and Ebay within 2 weeks during the holidays,with!. Got in touch with them again n now there saying back order still, and may take another 2 weeks!! They tell me the person handling our case only comes in to work in the morning and afternoon n works from home don'tcare where she works! Just follow up!! It's been a month and a 1/2 now. I'm thinking that person handling our case forgot to put our part order in because of the holidays. Not good n extremely unhappy. Its unbelievable we've been having to use the laundromat n waiting this long!! read more

The service I experienced from A & E Factory Service is contrary to that of the majority of posts, up until this point... I was and am pleased with their service. My Jennair built in drawer-type microwave oven which open/close electronically would not operate after only 10 months of my purchasing it. Needless to say I was not happy. I contacted the appliance dealership who informed me that A&E Factory Service would contact me. In the meantime, I read the reviews posted on Yelp and was a bit concerned about the service I would receive. That concern was unwarranted. I received a call back from A & E on the same day to set up an appointment. (The earliest appointment was for six (6) days later which was inconvenient but I beared it.). Sheldon who came to service my appliance was excellent. He is a true professional i. e. knows his trade; is respectful - covers things to protect property, replaces and cleans area when completed and is very friendly without being overbearing. I would recommend A & E Factory Service to others read more

Beware of A&E repair techs, it's been over two months since my Samsung washer broke, between A&E and Sears repair (same company), they have been out to my house six times now, washer still broke! They never answer their phone and it's been 5 weeks now since their insurance company "Sedgwick" has fixed my water damage caused by the sears repair tech who forgot to hook up the drain hose in the wall.. The last tech came out today, he got frustrated and left!! He said to call the boss "Allen". Call them? NO one ever answers the phone, no believe me? You try calling 808-837-5856. Bottom line is A&E and sear repair have some major customer service issues and repair guys no can fix Samsung!! read more

not happy at all I have been waiting for my refrigerator to be serviced since the 9th order parts came in waiting a few days then Technician cannot come they texted me the same day to change the schedule comes out put in parts need another part scheduled to put that part in. Sent me a text this morning about a technician coming out today when he doesn't arrive I call for them to tell me waiting on parts I tell them called someone the day before my scheduled appointment that part has arrived says ok tech coming to install on scheduled time when I call to tell them tech supposed to be here they tell me waiting on parts I'm like no talk to someone the day before and part had arrived now gotta reschedule for few days. Horrible service and you can't talk to a live person unless you chat with them read more

The Honolulu A&E servicemen on February 17, 2022, installed the supposedly part for my GTUP270GM1WW washer. I have been waiting for my new washer drum since October 19, 2022 (the service call that initiated the need for a new washer drum). My machine had a leak and I was told by A&E it was easier to install a new drum rather than troubleshoot the leak. The technicians installed a part not recommended by GE Parts for my model, but they said their part will work. I do not know as they did not bring an agitator with them. I then investigated the drum that they installed and discovered the drum was used. The inside had black dirt and the bottom silver disc was scratched and tarnished. Both servicemen, Adam and Justin, assured me the part was new twice. My GE OEM Part 5WH45X10149 costs $367.28 and in-stock new since 2014 with a $5.00 freight charge. GE parts stated part #WH45X24615 had a transmission drive system, and my drive is a belt and pulley system. They had a difficult time installing their part WH45X24614. I have it on record the tech said the part installed was new. The part installed was very used. The sides were dirty as well as the bottom silver part was tarnished. The men did not have my agitator. On December 26, 2021, my agitator and drum were taken from me. I asked for the return of my parts, but the technician, Justin, stated my drum and agitator cannot be returned to me because they were disposed of without my permission. My parts were like new when they were removed from my apartment in comparison to what was installed supposedly new. I will be suing in small claims court for my drum and agitator, all the maintenance payments I have paid to date as well as the promised new washer from Sears Home Warranty because this is the worse experience of my life. Do not do business with Sears Warranty or A&E Factory Service. read more

This is the most unprofessional and irresponsible service provider I have ever had to deal with. AVOID THESE GUYS LIKE THE PLAGUE! They don't follow instruction and if they don't text you to let you know they are on property, like we asked them to, they will leave and u have to then wait ANOTHER three weeks. Totally unacceptable. read more

9/15/2020 A & E Inc. Factory Service for Whirlpool Refrigerator (ice maker) just completed an awesome job. The tech called, came early, wore a mask, practiced social distancing & knew exactly what to do. Ray answered all my questions & was such a gentleman and professional. How refreshing! I highly recommend this company and will definitely utilize their services in the future if needed. Mahalo Ray! read more

Great service. Arrived in a Sears repair van and quickly diagnosed my electric dryer problem. He ordered the parts through his phone and they arrived at my house in a few days. He returned in a week from initial visit and installed the new parts fast. Thanks Guy! read more

Horrible company. They cancelled my appointment claiming I was suppose to call them to confirm my appointment. My appointment was made in person at Lowes and I got an email confirming it too. Email said they would call before appointment which sounds like what the cable company does on the day of your appointment. I've never heard of service cancelling your appointment because you don't call to confirm especially when you're not told you have to call them to confirm and appointment you made in the store. read more

A&E Factory Service just left and we are pleased with the excellent service we received from the technician Sheldon. He was on time, answered all questions, addressed all our concerns and even cleaned a freezer shelf for us. His attitude, personality, and expertise are exemplary. Thank you! read more

Horrible service. Not reliable at all! Lowe's service contractor scheduled appointment does not even notify customer appointment rejected twice! Found out day of 2nd appointment not scheduled as they do not service GE appliances. 1st appointment they accepted but was closed for the day no notification either. This would be a ZERO star service! The least they can do is honor my 2nd appointment. No apologies either. read more

If I could give no stars, I would. After two tech visits, my refrigerator leak is still not fixed. I have called the 800# multiple times to request a refund of the $288 I was charged, but have not received the promised return call or email. Their phone has a serious audio problem so it is frustratingly difficult to try to converse with the operator. With customer service like this, it's no surprise Sears is in so much trouble. read more

Service provider scheduled by Lowes. Tech was very polite and patient with base access procedures. Diagnosed a problem on our freezer and made repairs quickly. Hopefully we'll see some freezing action going on now shortly. read more

Sears repair service used to be very high quality. Now A&E, that took over the business, is a disaster. Making problems worse. Cancelled appointments without telling me. So far four appointments trying to fix a basic problem. I would never willingly use them again. read more

This review is of A&E Factory Service on Kauai. A&E has the unique distinction of being both incompetent and unprofessional. They have left us without a working refrigerator for over 5 months. They have made 4 service calls and after failing to repair reschedule for 2 weeks out. If Derrick is your technician I would strongly urge you to not allow him into your house or anywhere near your appliance. This should be a zero stars review. Totally incompetent. read more

I give them no rating. Been trying to deal with a manufacturing warranty on my fridge. Less then satisfied. Called the service number for warranty. Very nice great customer service dealing with them. Felt this was going to be an easy transaction. Boy was I wrong. When it came time for the local vendor to complete the service Well this is how it's gone. Called for service on May 6. Someone can be at you resident on May 13 between 12-4. You should receive a call from A&E prior to confirming. I never got a call. But took off May 13 to be here. Becoming concerned that I did not receive a call around 12 to give me a better idea of their schedule. I call at 1 and had to leave a voice message. No return call by 2:30. So I.called back this time I got a live body. But to be told the rep is already out of the area. Can you be home tomorrow? No I took off today because I was told someone would be here today. I demanded the rep to come back. After a great deal of insistence on my part because A&E claimed they only attempted to call me once on May 9. So hear I sit almost a month later June 11. Problem not resolved. And waiting for more phone calls from A&E. Worst customer service EVER!!! read more

I would give A & E a minus 5* if I could. They came out 6 times over a period of 3 months, and replaced around 8 parts for my LG washing machine. Each time they sent a different person who told me that the last repair person ordered the wrong part and misdiagnosed the problem. Each time I had to wait a week or more for them to order the part. One appointment was canceled by them about an hour before the repair person was supposed to arrive because they ran late on the previous customer. Instead of coming the next day, I had to wait another week for them to come back. The model of the machine was WT1101CW. This company is also the repair company for all sears and Home Depot. I just bought a new washer from a local store, and the salesman told me that their store did not carry LG because of the many repair issues with them. Buy from an American made company. Don't buy LG, and don't use A & E Repairs, unless you want problems. read more