Complaint Review: A & E Factory Service - Nationwide

To preface I have been under service since November 2016 when my firdge and freezer stopped cooling. A & E factory service was called to reapair our Whirlpool fridge after Whirlpool sent a company who could not work on this type of fridge. The initial service took 3 weeks to get an apt. The initial repair process was great. The Technician was good, professional, and prompt.

service 2: Within 2 days the repair failed and i requested return service which was another 2 weeks. The same repair was completed again by the Same technician. The technician carefully explained that this was a last ditch effort to having to have to rebuild my fridge which was very expensive. I agreed.

Service 3:Within 2 days the repair failed and i requested return service which was another 15 days. The same technician explained the fridge had to be rebuilt. We agreed. He explained it would take weeks to get the parts and we selected a return date of December 9th. He further explained it was a full day apt with 2 men becuase we have a heavy commercial fridge. The appt was set on his laptop right in front of me and i was provided a receipt for the parts.

Service 4: Today December 9th, no technician. I called A & E and they say there is no apt. After 10 minutes of arguing, then they tell me they can no longer get parts for my fridge. I said they were crazy as all the parts are piled in my garage, then she told me she does not know. I requested her to call the technician, she said she cannot contact them. I said then find someone who nows what is going on. She told me to hold and then hung up on me.

Following the hang up, I texted the technician directly and he told me he will try to figure out what is going on.

I attempted a 2nd call, a new rep said my repair was done on 12/5. I explained no one was at my home since 11/29/16. They told me my repair was completed on 12/5. I told thm again, my earlier call told me there were no parts for my fridge, that the parts are piled in my garage. He said he would report a recall to the service done on 12/5 and i would have to wait another 2 weeks.  I explained it is unaccpetable. I took the day off work, no fridge for 2 months and nothing but lie after lie when i call. I explained i would not accept a recall to 12/5 because there was no service 12/5, that i wanted a recall to 11/29, the last attempt to repair. Agreeing to 12/5 recallis fraudulent. I asked for a manager, that 2 months is unacceptable and whatever happened on thier end with a list of misinformation has nothing to do with the fact that they should fix it now, not in 2 weeks. I said if they cant take care of me i would call the news. At that point, they said they would transfer me and again hung up on me. Every call to management is disconnected.

I have a built in commercial fridge that is 10K to replace when it can be repaired. Try going 2 months without a fridge!

I go online to look up reviews and complaint:

Ropoff Report 100+ reportsConsumer affairs 672 complaints

Compalints Board 100+ complaints

yelp 1.5 stars in 55 reviews

BBB status fo NR Not Rated or accredited on a business since 2008.

I understand errors can happen, but then don't lie to customers with a different story on every call. Fix it based on th e level of urgency, especially when a customer has been incredibly patient. Do not hang up on them whee there is a problem. I need the news to contact this company to start forcing thier hand to stop abusing thousands of customers nationwide.

I am sure 1 call by the news would get my firdge fixed asap. I have exhausted my options.