Complaint Review: A & E Factory Service

I purchased a 36 inch built in Kitchenaid refrigerator on January 21, 2002 and received my first of 21 service calls in September of that year. All service calls were through A & E Service and required a 4 hour window of wait time. On October 23, 2004, the A & E repairman DROPPED my unit on himself! He unscrewed the unit, pulled it out of the wall, opened the top door and then the bottom freezer and it fell on him. It landed on my granit counter and trapped him. I am 5'1" and slight build and had to pick it up to let him out. It damaged the wood floor, granite and cabinet door.

The technical manager came from San Jose on the 25th and took pictures and made promises. I phoned him everyday from Nov 5-15 begging for help, my refrig did not work AT ALL at that time and Thanksgiving was near.
Nothing, no response. I called Kitchenaid, the dealer where I bought it, and A & E. The dealer put pressure on Kitchenaid and a new unit arrived, but still NO response about damage to my home from A & E.
I will NEVER allow Kitchenaid, under the new warranty, to have A & E step foot into my door.

Patricia
Burlingame, California
U.S.A.