A&E Factory Service gave me runaround to avoid honoring warranty on parts, overcharged Jacksonville Florida
I purchased a Whirlpool Duet washer 09/17/2003 from Lowe's. I did not purchase extended service contract. In 03/2005 the main belt that turns the tub broke. I called Lowe's, who referred me to Whirlpool, who scheduled a service call through their authorized service rep, Factory A&E Service. Along the way I raised the issue of this part being covered under warranty.
The repairman came out, replaced the belt, and charged me $170.91, which included 17.91 for the belt, which was covered under the extended warranty.This was a gross overcharge in the first place for simply replacing a belt but I accepted it and paid. I realized right after the repairman left that it was on the bill, so I called A&E. After being placed on hold, they confirmed to me that yes, it was covered under the warranty and they would send a check out to me for 17.91.
The check never arrived. I called them again on 03/21 and after being placed on hold, they told me Lowe's had told them I was off warranty and there would be no check, that the girl who handled it was on vacation, and would not offer to do anything to confirm my warranty.
I called Lowe's and after waiting on hold was told that Lowe's would not say that to A&E and they transferred me to Whirlpool service scheduling, and after being on hold I was told they did not handle that and referred me to customer relations, and after being on hold for awhile the service rep confirmed it was covered under warranty, called A&E and then came back on the line and told me they would call me to tell me when my check would be mailed, that it was A&E's responsibility to confirm the warranty issue.
I'm still waiting for their call. I am now in the process of registering my complaint everywhere because I am quite sure that not only was I overcharged but also lied to and given the brush-off and just mistreated, and of course I am not the first victim of A&E. I plan to contest the charge on my credit card and recontact customer relations if I don't get a check.
Diana
ARCHER, Florida
U.S.A.