- Report: #1090387
Complaint Review: A&E Factory Service - Texas
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Author Confirmed
Why?
A&E Factory Service
Texas, USA
Phone:
1-800-905-9505
Web:
https://www.aefactoryservice.com/
Categories:
Business Rating:
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A&E Factory Service Extremely unreliable and horrible customer service from their call center staff San Antonio Call Center Texas
Initially called this place in mid-September to make an appointment - one was scheduled for a week later. Took time off to be home and wait for the repair person - they NO Showed/NO Called.
We then called asking what happended. They offered NO explanation or apology. They scheduled a new appointment for the following week. AGain they NO Showed and NO Called, again after we took time off to be availble for their 4 hour window.
When we called inquiring about what had occured, for the 2nd time, they were rude, lied about what had occurred (there was never an appointment for the initial date, you cancelled the 2nd apointment, etc...) After telling them that their Notes in their system were wrong and fabricated, i was eventually escallated to an escalation unit. WOW, what a joke that was. She was rude, offered no help or explanation, again, no apology and was unwilling to listen. At one point she didn't even understand what I had said and began yelling "mam, we are in the United States, we are not in a foriegn county" - which was not remotely what I indicated or said, yet she felt it necessary to raise her voice and shout at me over the phone...this is an escalated customer service rep I might add. I tried my best to get to a customer service supervisor or manager, but that failed each time....apparently from what I was told, over and over, manangers and supervisors work odd hours so they weren't there or the next excuse, they were at lunch. I was promised a call back, within 24-48 hours.....3+ weeks later, I am still waiting.
So here we are again today, after the escalation person (expert she called herself) made an appointment for today, they again are a NO Show and NO Call.....all the while I still don't have a working appliance. I asked the escalation expert who made the appointment for a written confirmation of the appointment, but she refused, again snapping at me that they don't have email or internet, only intranet, so she can't send written communcaiton to anyone on the outside.
I am not sure what is going on with this company, but they have a horrible business model, horrible service and are extremely unreliable. I can only say I am glad that I have not yet provided them any money, nor do I plan to at any given time in the future. I would recommend anyone else needing services, even if under warranty, call the manufacturer and ask for an alternative repair outfit.....you will be wasting your time using this company.
