We have had some horrible service contracted through Home Warranty of America (HWoA) over the years, lazy companies with poorly trained technicians and awful customer service, are the standard they have offered my family. I am happy that I have a home warranty, the appliances in my home and my AC have been problematic since we purchased our home in 2015. It feels horrible that I am at the will of repair companies that are so inept. My Washing machine broke last week, so we called HWoA to make a claim, they processed our complaint and set up an appointment with A&E factory service. There technician showed up, worked on our washer for a while. He said it was repaired and good to go. Told us to let the washing machine run one full cycle and it would be ready to use, he started the machine and the left. It was only running 14 minutes and errored out and shut off. We called A&E Factory Services immediately, they apologized and said they would send a technician back out the same day. No one ever showed, after being stood up, we called back again. This time A&E told us sorry their system was down, and we would have to deal with our warranty company NOT THEM. Our home warranty told us to they could start a whole new claim, new charges and a week wait for a new appointment with the same company (A&E) that did not fix my washer in the first place and left the job. It is the only company they contract with in our area. This answer seems so unsatisfying, we live in the phoenix metro area, it's quite large and may need more than one repair company. So, we called A&E back this morning hoping their system was working. There system was up but they still did not want to help. When we asked to speak with a supervisor we got hung up on and had to call back. Finally, we got A&E supervisor Evalyn on the phone, and she offered a future appointment in another week, and basically made it ok for her company to be inept because of manning issues. This is not ok, be able to do your job, or close your doors, we should not be victims of awful service and no repairs with long wait times, because your company settled. Honor our repair contract, do your job and repair our washer, just like you got PAID to do. read more

PATHETIC COMPANY... Incompotent Refridgerator repair guy comes out and "DIAGNOSIS" my fridge... Orders a ridiculously priced piece and leaves me without a fridge for a week... A week later a NEW guy comes out and tells me that the part ordered was the wrong part and that the first guy did not do his job properly and diagnosed the problem wrong.. Said he ordered a part that wasnt even a part of the system and that the panel to properly diagnose it had not even been removed... Upon calling these BUFFOONS.... I am told they WILL NOT REFUND THE DIAGNOSTIC FEE ... This clown on the phone swears they cant refund the fee and that I have to write a letter disputing the charges that they charged me for a service I never recieved.... Best part is also these clowns tried to charge me MORE to fix my refridgerator and UPCHARGE ME after their mistake in a bait and switch scam.. This company is the worst company and poorest rated out there, save yourself the problem and dont use these clown... This customer support is the worst I have dealt with in my 45 years of dealing with some pretty stupid people, but these guys take the cake.... read more

I initially called my Choice Home Warranty service to repair my LG 7600 washing machine. this was on May 17. they assigned to A&E FACTORY SERVICE a subsidiary of Sears Home Service. They took over a week for first service call. Did not have the parts so back order for over ten more days. It still overflowed water so then the Technician decided it needed a new wiring bundle. on the 4th trip he installed the bundle and assured me he has twice run the machine . i took his word on it so we left on vacation and the completion receipt was sent to my CHOICE HOME WARRANTY. I WAS WAITING FOR THIS TO BE COMPLETED AS I wanted to cancel my coverage with them as their service is terrible. Well when we returned from Vacation with a lot of clothes to wash. When we turned on the WASHING it immediately ran over with water, apparently the tech had not checked it and it still had the same problem. They certainly did not impress me as being professional. I can not say enough about this Lousy, Terrible excuse for a Appliance repair company. They were supposed to come out today to try again to fix it but said Their work was not warranted (NOT WHAT THEIR ADVERTISING SAID) and I would have to pay the entire bill since I was no longer with the CHOICE WARRANTY SERVICE. I am part of a CLASS ACTION LAWSUIT against THE CHOICE HOME WARRANTY initiated by the state ATTORNEY GENERAL against THEM. I wll try to get the LOUSY A&H SERVICE added to the lawsuit. read more

AVOID THIS COMPANY AT ALL COSTS!!! THEY ARE LAZY, WILL DO SLOPPY WORK AND WANT TO CHARGE YOU EXTRA TO DO THE WORK CORRECTLY We just had A&E come out to do a warranty repair on our LG freezer door. It took 3 guys to install the door. They attached the water hoses to the door but wouldn't put the hoses under the fridge like they are supposed to do (there's even a clip under the fridge that they are supposed to run the hoses through) When we asked them to do it, they refused saying it was fine with the hoses sticking out. Then the repair technician said he couldn't tilt the fridge enough to to do the work, even though they had 3 guys there. They quickly closed the ticket and drove off - we never signed anything or agreed the work was done to our satisfaction. We immediately called A&E and told them what happened and they said once the ticket is closed by the technician there is nothing they can do. We called LG to declare the warranty repair not resolved. LG called A&E and A&E said they would charge us to come out and finish the job properly. Basically A&E is happy doing sloppy work. They want to quickly close their tickets before you, the customer, is happy so they can rob you of extra charges. If I could go negative stars on these guys, I would. read more

Can I give negative stars...? These guys were contacted through my mother's warranty on her fridge and Manuel H. just left my mother's house after breaking her fridge. He's in there messing with the drawers and they're talking about the issues, he breaks the drawers, registers that he breaks them, turns to my mother and says "I didn't break them" and leaves. What kind of company is this? read more

If I was able to give any rating lower than a 1 star I would. This company was by far the worst company we have even dealt with. It took 3 trips, which involved 2 different tech that each had negative things to say about their co-workers. Parts had to be ordered, didn't inform us how many we were waiting for and that technician SCHEDULED the return date and window of time with me to install the parts, allowing for the parts to be shipped to us. When he didn't show up I finally got through to their call center only to find out he was wrong, it was my job to call and schedule a return visit once the parts arrived. I had no idea what I was to be receiving or that I was to call them. You can not reach a local office and when you do get through to the call center, they each read a script about being sorry for the inconvenience but they don't do anything about this problem. We went 16 days without a refrigerator and they could careless. read more

Jeremy with A & E came today to service my new LG Refrigerator. Not only was he prompt, he was courteous and made sure I knew about some of the features of my refrigerator since I was not at home when the appliances were delivered. I would call A & E again if needing service. I purchased all new appliances from Spencer's and A & E were the warranty company sent. Thank you. read more

We bought a Kenmore Elite French door bottom freezer from Sears online less than 4 years ago. It quit cooling (both the fridge and freezer) December 21, 2020. We have had multiple service appointments since then, and it is still not working. We are only using a&e since they are the only contractor who will honor the manufacturer's part warranty. We have already spent $600 on labor, over $200 on ice, over $200 on a mini fridge/freezer, and lost hundreds of dollars worth of food. For 2 months now, we've been inconvenienced, have no filtered water or ice maker of freezer to speak of. Every time a part has to be ordered it adds a minimum of 2 more weeks for a service call. And when a service call is scheduled someone has to be home, starting with a 4 hour arrival window. I have called every phone number I can find for Sears, Kenmore, Sears Home Services and Transform SR LLC....every time I get the run around, or someone passes the buck. After this experience I can honestly say I will never buy from Sears, or a Kenmore product anyway. The fridge we bought has the LG Compressor that was involved in a class action lawsuit, LG customers have received a settlement. There isn't any current litigation over the Kenmore label as far as I can find. I feel like a&e is just sucking in the labor and parts revenues that are being covered by the manufacturer warranty, when they are aware they could just deem our appliance unrepairable, which would allow us to receive a voucher to replace our appliance. read more

Absolutely the worst company I've ever dealt with. Customer Service is lazy, the mechanics actually suck and they provide no solution to a problem. You know what that problem is, being without a refrigerator for 4 months because my other crappy, Super Home Warranty, company made me go through them because it's a manufacturing issue. A funny part about this is that I've scheduled 6 appointments and 3 of them were no call no shows. Another funny point is I found out one mechanic was having me and other customers "decline" the service so he could get the parts himself and would pocket the money. I flat out talked to the manager and his response was "it wasn't my fault." Finally another, and let me add, incompetent mechanic comes and says he can fix it. "Guaranteed me, 100%" and orders $950 worth of parts and spends 4 hours to fix the issue and tells me to wait 24 hours. I wake up the next day and it's not fixed. I need to make a movie out of this on how bad their customer service is. I proceed to call and speak with a manager who tells me no one can then come back to repair a repair until 8 days... 8 days! Leaving me 4 months and 1 weeks without a refrigerator. This is their actual job, that's the worst part. I'm not asking them to do my taxes, which we all know, they're probably doing some shady stuff on the side, I'm asking them to fix the issue at hand that they claim they're in the very business of doing. Please stay away from this company at all costs. Save yourself the time and your sanity. If your home warranty wants to use them, just fire your home warranty, honestly you'll thank me. If I could give them negative stars or maybe a poop emoji, I would. A&E Factory - You guys are absolutely trash and suck at your jobs. Quit and do us all a favor and just go out of business. The economy might spike. read more

We have seen the low scores online. But, this company did us right by standing by a bad job by one of their techs. We would never hesitate to call them for service again. Thank you Laurie. We appreciate your help and concern! read more

Talk about bait and switch. Called for microwave repair, they stated $149 for the service call which would be applied to any labor required. Then the service technician calls the day of repair and says it's $249 just for the call PLUS parts and labor! HORRIBLE company, stay away!!!!! read more

I wish I could give these people a zero. My built in Kitcheaid has been progressively made worse by the incompetent people they send here to try fix it. Only one tech named Mark. has been good, but the other has been a nightmare. I have a freezer compartment that is full of ice, they reschedule appointments on you without notice, and to add insult I just got a call from a very rude woman named Lisa (her phone is 602-271-5576) who needs to be clearly given a good dose of education because she has no manners, exhibits the most disgusting, condescending attitude and is insulting and absolutely offensive. She even said 'I don't even care if you are listening to me.' What kind of ignorant person says that to a customer? She did not allow me to explain that one of her techs has literally destroyed my freezer compartment in our $11K refrigerator, she kept yelling at me and insulting me. Is this the kind of garbage this company employs? She needs to be immediately fired for her repugnant behavior on the phone. Any dog has better manners than this woman. read more

This has got to be the WORST service we've ever received! 1st, when our washer went out, we called in for warranty repair. We told the service guy that the washer wouldn't drain & that it had flooded our entire laundry room. They had to order a new pump, so they rescheduled service a week out so they could replace the pump. Well, the original service guy forgot to order the part. Do you think they called or texted us to remind us, or to verify that the part was received? No, no they did not... So, when we finally received the part, it was busted. But, the service guy proceeded to install the busted pump, then told us that there was absolutely nothing wrong with the washer, even though it was still leaking water! He then proceeded to tell us that it's all on us now because he replaced the part with the busted pump. If we could give zero stars, we would! We do not recommend this place for any type of service! read more

Absolutely a waste of time and money! Appts are scheduled weeks out then rescheduled additional weeks out for when parts arrive. Unacceptable for urgent repairs. Call center lied that they offer priority service for vulnerable individuals. I have not been without a working refrigerator for two months!! Unacceptable! read more

I have a 3 year old Kenmore Elite Refrigerator. The compressor went bad. The part is covered under warranty, the labor is not. I was quoted $436.37 just for labor to install the compressor and 2 WEEKS! to get the part. The technician told me if they had to order the part overseas it would take even more time to get the part. I was told I had to decide right that moment because the part had to be ordered onsite. If I waited to discuss it with my wife and then decided later to move forward I would be charged another service fee because the technician would need to come out again to order the part. I called the Sears Home services number to ask if that was a normal fee and wait time and was transferred to 2 different people and on my way to the 3rd different person before I was tired of waiting and hung up. In my opinion, absolutely absurd. read more

Horrible company. I don't know how they stay in business. Had a tech come out for warranty work on washing machine. He showed up, plugged his laptop into washer and got an error code. Part has to be ordered so he orders and says it will be delivered to our house in 2 weeks. About a week later we get a call from A&E saying we need to reschedule our appointment. According to them the tech said he showed up but we were not home! We tell them otherwise and they say that they will call the tech to find out and that we should call back in 24 hrs. Well we do and guess what, they have no record of our previous conversation. They put us on hold to call the tech and we get hung up on. That was the final straw. We immediately called Frigidare and said they need to send someone else. Will NEVER use them again! read more

I can't even. A&E was contracted through my extended warranty to repair my ice maker on a refrigerator that is less than three years old. They couldn't schedule an appointment for a week which was annoying. The repair person showed up and said that the issue was extremely common yet he didn't have the part--that's a fail, if it's super common why wouldn't you have the part? He scheduled a follow up for a week later. A day before the appointment I got an call from A&E who told me that they don't have the part, and have no way of determining when it is supposed to come in. WHAT? So I am supposed to just wait indefinitely? When I asked that question I was told again that they have no idea when the part will be in. WHAT? I asked to speak with a manager--was told that they don't have one. WHAT? I asked for the distributor of the part and was told they couldn't tell me. WHAT? Then the woman on the line told me that being upset with her lack of assistance meant I couldn't breathe. DOUBLE WHAT?!? If I didn't have to work with this company I absolutely would not, and I certainly would tell anyone considering working with them to choose someone, anyone, else. read more

Didnt even make it past the phone call. I own a standing drink cooler; the kind you might see in a restaurant. The guy on the phone had no idea what I was talking about untill I just said it was a drink fridge. After that it was a flat 'no we dont work on those'. Seriously? Its just a fridge! Useless. read more

Do Not use. Tech are unprofessional and customer service don't care. Dryer motor went out a month and half after buying it from lowes. The "tech" came out and explained it will take 2 weeks to get the part in and fixed. He flat out told me to go the the next town over which is 15 miles away to a laundry mat for the 2 weeks and said there is there is nothing else we do and then told me once I get the replacement motor in the mail I can't go through any other company and if I do then A&E will charge me for the motor. 2 weeks later with an appointment scheduled The tech is a no show and when I call they say they are really busy and schedule me out another week. REALLY? really? never had such bad unprofessional customer service. now I have this motor sitting in my house and I am stuck with this company until they find the time to fix it. Worse unprofessional uncaring company I have ever dealt with!!! read more

My appointment was set up thru my warranty contract and I got a robo call from A&E and it was set for Tuesday between 8am and 12pm. It was after 12pm and nobody came. I called customer service and they were clueless about where the service tech was and had no way of knowing. I called back and they gave me a number for Sears (same company). I called that number and after holding for 10 minutes, told me the tech had called in sick. Thanks for wasting 5 hours of my live. No on call tech to replace him and now they want me to wait 8 days for another appointment! At least have the courtesy to call so I can and not waste a vacation day. read more

One of the burners on my stove was not turning on or heating properly. A different company (through Lowe's extended warranty) came out to look at it, but they did not fix the problem. I called Lowe's again, and they set me up with A&E Factory Service. The repairman arrived on time, and when I told him what the problem was, he fixed it in about 10 minutes. His know-how and ability to quickly fix the problem were refreshing after dealing with the incompetence from the previous repair company Lowe's had sent to my home. read more

My freezer was cool, but not freezing. Fridge is about 2.5 yrs old, so called for warranty service. We purchased at Home Depot and paid for additional warranty. A & E is the company they sent out. From my initial call, I had to wait 48 hours for technician. I've already thrown out most of my defrosted food. Technician was polite and spent 2 hours replacing parts in my fridge and telling me Samsung makes a poor product. He told me to give it 24 hours to make cold. Well, after 18 hours it is 60 degrees, I'm pretty sure its not fixed. Called A & E back for a return. Now I have to wait 6 days!!! Seriously??? I think their call center is in India as the first customer service person told me the wait was due to Thanksgiving holidays. Really? That is 2 weeks away. Finally got a supervisor who was just as bad. I suggested if they were that busy, they should either hire more technicians, or sub out some of their work to their competition. My next stop is to return to Home Depot to let them know how bad the service is. read more

Fridge quit cooling, called home warranty, they sent this company out. Not a problem with time, he fixed it said it was a relay switch. Then he told me my ice maker was in backwards, I said really, I wouldn't know since it was here when I bought the house and I have had no problems with it. He said, I am surprised it is not leaking, I told him I have had NO problems with it, he told me he was going to put it in right, after he did that he left, guess what??? Now no ice. I called back, they returned two days later, said I have to pay $400 for new ice maker, EXCUSE ME???? I did not break it, the tech did. Called today to file complaint, what a joke, Taked with Shelia #9428, very nasty and condescending, did not want to listen, then spoke with Dahlia #801293 again, same thing, nasty both refusing to transfer me to a supervisor. Then I talked with Mazel who was nasty but did transfer me. I got Michelle (supervisor?) who filed complaint, but because tech that "fixed my ice maker" didn't put in his notes that he touched it, they won't fix it. Why would I lie? They refuse to let you speak to anyone to complain. This company is associated with Sears? Wow what a way to give Sears a bad name. If anyone know how to contact anyone of importance there, please let me know. read more

Worst customer service ever! If I could give 0 stars I would. I had one of their techs come out to my house to fix my fridge. He told me over the phone he wouldn't be fixing my fridge. I was suppose to get a 30 min warning call however received a 10 min warning call and when I told him I couldn't meet him in 10 mins told me that would not work and he would have to get me rescheduled. My appt time was from 3pm to 6pm and it was only 2:36. I told him that so he finally agreed to wait. When I got there he took the temp of my fridge and freezer told me it was holding temp and there was nothing he could do to my fridge. I started to argue with him and asked to speak with his supervisor. About that time my dog came in from outside she is a very small dog and jumped on him I told her to get down and she did getting on her back in the submissive non aggressive manner as she has been taught and he kicked her telling me to put her outside. He wouldn't let me speak with his supervisor but I have called Sears to file complaints about this man. DO NOT USE THIS COMPANY!!!!! HORRIBLE! read more

If there were a way to give negative stars for this absolutely dysfunctional mess of a company, I would--one star is truly to good of a rating! As I write this review, I am sitting and waiting for the technician from this sorry excuse for a repair company. This is the 4th scheduled trip for a simple ice-maker repair, and I was scheduled between 8am and 12pm. The technician calls me at 11:55 and says "I am going to be another hour to hour and a half--should I still come"? The story started when my ice-maker failed and the warranty company sent A and E. I scheduled half day off work, and the tech came out with the part. It took him longer than expected, and he seemed to be "modifying" the new part to make it fit. Within a week of him installing the ice-maker it started leaking and filling my freezer with water. I scheduled another appointment and the same tech called on his way and informed me that I would have to pay for this call since his record did not indicate a warranty. When I refreshed his memory on why he was coming, and mentioned that he put in the failing ice-maker, he began to be borderline rude, and he said he was not coming unless i pay for the call in advance. Again this was at almost noon after waiting 4 hours. Needless to say I told him to enjoy his lunch now that he is back on schedule after being unwilling to come to my house and call his company to straighten this out. i schedule a third call and request another technician, and he shows up and informs me that the ice-maker that the first tech installed was the incorrect part, and, that i will have to schedule yet another appt after a new part is shipped to me. That brings us to today where I am again waiting on another late A and E technician. The customer service is worthless, and i believe possibly foreign, since it is not easy to understand what they are saying. Unfortunately, they probably do all warranty work and the poor consumer does not have a say in who will be doing the repair. If you ever do have an opportunity to choose, DO NOT EVER use this incompetent company--you will regret it if you do. read more

So far not impressed. Gave me a time of 3-6, called at 5:45 to confirm still coming and they 1) couldnt find my appt under my phone, when i did give it to them. They found it under my address, then told me tech would be here btwn 6 and 7:30. Not happy right now. More to come. The man that came is from Sears. Surprising as that was who i was trying to get away from. He aligned the door only after i told him it could be done from the bottom, noticed he didn't have the special tool the last repairman had. The frig side jutting out compared to the freezer side couldn't be fixed. He was very nice, but as he showed up at 6:40 an d couldn't fix the prob, guess hard earned money doesn't go very far for a fridge that's only 1 1/2 yrs old. I changed to 2 stars as he was nice and did align the door. read more

Wish I could give a negative rating. Absolute worst customer service as well as incompetent tech. Had them come out to fix my fridge. Took them 2 visits and then they advised me to just junk the fridge at the end of the 2nd visit. This is after I waited for ordered parts...approx a week and 1/2. Also, perpetually late for service call. Could not understand the tech.....very strong accent. Must exist solely on warranty work. Whole interaction completely disappointing. Still Cost me $95 for the service call after all of this nonsense. Will be contacting the BBB as well as my CC company. Nightmare!!!!!!! DO NOT USE THIS COMPANY read more

I have read some of the negative reviews, but here is my experience: The company called me the day before to verify the appointment. The Technician, Eddie, called me about 35 minutes out and arrived well within the time frame. Eddie was clean and neat. He quickly identified the problem and repaired it, professionally explaining to me what the problem was and how he was fixing it. He provided me a receipt, even though I am on warranty. To review: pre-call, arrive on time, identify problem, fix, exit. Can't ask for anything more than that. I would use them again. read more

Stay far away from this company! We had an appointment for them to come and were home the entire day waiting for them. They called my cell to verify that someone was home and when I called them back in 10 minutes, they said my appointment had already been rescheduled for Monday afternoon (this was a Saturday!)!!! I tried contacting them through Sears, who made this appointment through this horrible company, and they could not get in touch with them. I tried calling them directly and even though their hours are the entire day Saturday, their voicemail says they are closed. They have a complete disregard for customers and I do not know why Sears even contracts with them! By the way, Sears customer service is very nice but they are extremely ineffective and are basically there to say they are sorry but there is nothing they can do. They do not offer any suggestions or solutions- just apologies. Since both companies were highly ineffective today, i would conclude that they are two peas in a pod. The only reason I gave them one star, is because I could not submit this review with a zero star rating. read more

This company sucks!! They screwed me on 90 day warranty because they "couldn't find any record of me placing a service call or a technician servicing my location". This is after I showed the email confirmation of the service date and my credit card statement showing a charge for that exact date from their company!!! STAY AWAY FROM THESE IDIOT THIEVES!! read more

TERRIBLE.....DO NOT USE THIS Company unless you don't mind throwing your money away. I used this company to fix an LG Dryer and a GE Refrigerator at 2 different rental properties since trying to find someone to service LG dryers was difficult, but they are trained in servicing them, so I though. When they got to the property the tech wanted the money first.....than the problem would not duplicate right away. The tech was in a hurry and wanted to leave but told the tenant and myself that if it happens again just to call them back. Within 8 minutes of him leaving the noise started, called the tech directly and said we had to reschedule with the call center. We did just that and than they never showed back up for their appointment. I called the call center, they said he was running late and would be there in 30 minutes and still was a NO SHOW....but they took my money. When I complained and wanted a manager to call me back, I had to leave 3 messages and still no call back. Had to call another company to fix the dryer and was still out my $79.00. WONDERFUL Customer Service...NOT Let alone, I have the story regarding the refrigerator as well.....same diagnosis from the tech, nothing wrong with it but the ice maker to this day still freezes up and the freezer will start to defrost everything in the freezer.....but A & E Service says there is NOTHING WRONG with the refrigerator so I was out $133 for that service call. So we just don't use the ice maker. I guess I should have learned the first time when I had to have A & E come out to my house to fix my washing machine and it took 5 different techs to come out and solve the problem, thank goodness I had a warranty thru SEARS for all of those service calls....but I will NEVER let A & E in to my house again. read more

This (company) was quick to make a appointment to come out and fix my Fridge when it went out. But when the (service tech) and I use the term loosely. Came out He tried charging us $670.00 for what he said was the replacement of the board. When I asked Juan Service tech #723098 why I was being charged for the service when I clearly called the warranty company.He then as he was walking out with his back turned to me said we have nothing to do with lowes. Which who I was on the phone with, they had to apologize for him, knowing now they ride off the coat tails of lowes warranty company trying to sucker people into repairs that they DO NOT have to pay for.When He then realized he would not be getting any money out of this call, he then in a rush and with no regard for the money I spent on my appliance and put the back plate on in a uneven, Unprofessional way destroying as he went along in a hurry. I was not only shocked by his unprofessional manner but his rudeness was very disappointing. =( read more