Waited almost two weeks for my appointment. The day of my appointment I was told the tech would be at my house at 8am to repair my AC. He never showed up and at around 4pm I get a text from a AI virtual assistant saying my appointment need to get rescheduled for another weeks later. You can never get in touch with a live person. The tech had his phone turned off. Service and customer service support is TRASH... read more

Worse experience first of all it's hard to get good service even with paying. I made an appt online and called in after waiting after 6 hrs no call no show for appt and when I call in you can't even get directed to the dispatch dept suggest going somewhere else. Whats even more insulting they stated for me to wait even though it was outside hrs give for appt. Lose of money and time I took off for nothing. Bad service and bad rep and no one even called back to explain. read more

If I could rate less than a 1 I would. It took 8 service calls ( three in which no one showed up) to maybe fix the problem. I spoke to two supervisors that agree to call me back and never did. I would NEVER recommend this company to anyone. I would discourage them from ever even think about calling A & E Factory Service. read more

We were given a window of 1 to 5 PM. Nobody showed up. We called the service number and were given numerous excuses. At 6:00 the person on the phone said they didn't have contact with the technician So we spent the whole day waiting for nothing. read more

ZERO STARS!!! First off, there is no way to get in touch with anyone. All numbers lead back to the same looped recordings. I had an appt. Waited from 8-6. No show. At 610 i got a text message saying my appt was rescheduled-- parts ordered. not sure how when they never showed. Called sears. Absolutely no help. They gave me the same # to call. Told them it didnt work and they said they cant get hold of AE either. The day before my last reschedule i received a call telling me i needed to ensure the tech had receiced the parts before my appt would be confirmed. Why is that MY resonsibility? So i called the number given(why couldnt the automated system just connect me?) And i got the same recording that said you show an active appt....... i was unable to confirm anything. Appt was again rescheduled for today. I have been waiting since 8. Just called the recording and it said i have 5 stops ahead of me, and the new time expected is after 6 this evening!!! So another whole day will be missed from work for no reason. It should not be hard for a company to schedule a timeframe. If you know you have 5 or more stops ahead of me, then why cant you tell me the day before so i can plan accordingly instead of wasting an entire day. And then theres the question of will they even be able to fix it? cost me 2 full days wages from work so far. I will NEVER USE A&E Or have anything to do with SEARS again. I suggest others avoid the headaches. They were contracted by my home warranty, not me. these ratings really do need a ZERO star option. read more

Worst service ever.....appointments are canceled by technicians, they don't show and the company does not call. Called our warranty company, American Home Shield (AHS), for a loud knocking noise from the refrigerator. The service call went to Sears A&E Factory Service. A technician came out on March 15, 2021 said the coils were frozen and thawed the coils and on April 19, the refrigerator was making the noise again. The technician who came out looked at the frozen coils, and says that's normal...WHAT??? Called AHS again when we realized the coil behind the fruit/vegetable tray was also frozen and the ice maker was no longer working, they contacted Sears and a technician was dispatched on May 5. The technician ordered parts and made a return appointment for May 19, however, he did show and there was not call from Sears. Contacted AHS and advised they Sears would be out on Monday, May 24, again no show, called Sears they advised the job required two, and one called out. Called AHS and advised, they gave the next appointment for May 26. Sears confirmed the appointment on May 25, however, again they were a no show, and no call. Again contacted AHS and they set the next appointment for May 27, 1:00-5:00 p. At 4:15, I contacted Sears to find the arrival time of the technician, I was advised I had to wait until 5:00. Contacted AHS, they were told the technician let the last client at 4:52 and on his way to our appointment, again no show, and no call. Now they have pushed us out to June 4. The is the worst company ever, I see why they are going out of business there is NO CUSTOMER SERVICE and some of the agents are unprofessional. This company does not deserve one star. read more

Well, looks like my family and I will STILL not be doing laundry in our home any time soon. Yes, another service person has came and went and still our washer is inoperative. Another part has to be order, making it the second part ordered. So there has been 1st visit need part, 2nd visit replace that part, 3rd visit need part, 4th replace part. This WILL be the LAST service visit from this company successful or unsuccessful repair of our washer. Please stay tuned for our final review of this company overall. read more

Worst Customer Service Ever in Life!!!!!!!! :-( On 5 August 2015, we had a service call to get our dishwasher fixed. For some reason all of sudden after Sears came out to repair the ice maker the dishwasher stop working. On 5 Aug, we had a service call that would be between 8 and 12 noon. I stayed home from work waiting on the Sears repair man to show up. When my husband received the reminder call about the dishwasher, the call stated that we would be the first call of the day. The guys calls my husband confirming the service call and then ask him about the service charge. My husband stated we are renting we aren't responsible for the service fee, that has nothing to do with us. The guy then tells my husband well I am not coming out there if you guys aren't going to pay me the service fee. My husband was like yes you are coming, the guy states no I am not. So my husband contacts the property manager who we are renting from. The property manager calls the service guy and tells him the renters are responsible for the service fee the owner is, well the service guy gets an attitude with the property manager. Well the property manager gives my husband a check for the service fee. The guy then called my husband and said he would be at the house at 0930 hrs. Well between 0930 and 0940 my husband gets a call from the service guy telling him that he was on the way. Well little did we know that it would another hour before he shows up. So its 1030 hrs and the doorbell rings, muy husband lets the guy in and makes the statement to him, I thought you said you would be here at 0930 the guys said no I said I would be here around 0930, my husband then says well its 1030 now. As they started walking towards the kitchen my husband makes the statement to the guys I didn't appreciate your attitude on the phone earlier. At this point the service guys stops in mid stride and say well I can leave and my husband and I are dumbfounded. We say no you have to fix the dishwasher, the guys turns around and walks out the house. We are calling out for him and he is still walking. I get up and go behind him asking him to come back in and fix the dishwasher. I'm calling him, sir, sir, sir, he isn't responding. He then puts his gear in the truck and walks to the driver seat, I follow him. I am saying sir I am not sure what the problem is between you and my husband but I am in the military and I was suppose to be at work at 0700 this morning so I've wasted 4 hours for nothing. He then states well I am not going to deal with the attitude (which by the way he was giving me as I was talking to him). So I asked him what's your name, he says John and said what's your last name and he says John, I then looked to see what his badge had on it and it had John S. At this point I walk away. He closes the door and starts to back up, my husband goes up to the van and tries to talk to him. My husband says I am calling your boss and reporting you, the guy then says well go ahead but your dishwasher still isn't working. I don't know where Sears is hiring their pool of employees from but whatever pool this guy came from I suggest they not use that pool anymore. This was by far the worst customer service I've ever encountered on the earth. Despite how you feel a customer feels or thinks or even says about you, your job is to still do your job. You have now inconvenienced me and my husband you can care less about it. So for anyone out there that has a Sears service call and you get John S. (extra short Caucasian male) please be aware he has the nastiest attitude. Oh and by the way, we've 3-4 service call prior to this one and not one time did those service guys request the service fee and when we asked the other service technician he said that was weird that he was asking the renters for the fee because that isn't how it is suppose to be done. So if you see John S. tell him never mind we can deal with a inoperative appliance over your nasty, disgusting attitude. read more

Worst customer service ever. Guy shows up at the tail end of the appointment window and takes 6 hours to diagnose a cooling problem with our fridge. Story changes twice with what's wrong with it, after he talks to his office about it. So finally get the part ordered, takes two weeks to get here and another 5 hour appointment to fix it. All this to have it last less than a week before it stops cooling (in the same manner it did before). So another week later, and the same tech is here at the very last minute of the time window, after I took half the day off from work. Can't wait to see how this concludes... read more

They showed up at the end of the appointment time to repair my ice maker, he checked some wiring in the back, then replaced the ice maker and now the fridge and freezer don't work. Trying to get them back out and told next available appointment is in 2 weeks. This is warranty work, I'm sure if it was customer pay they'd be right back! Customer service is overseas! read more

This was a about a 2 year process: I bought all new appliance for my new house from Sears, (Kenmore Elite) The gas range was converted to LP but the bake burn would put out black smoke. Sears sent a "tech" out he didn't have a clue. Didn't try to adjusted it, spent an hour on the phone with supervisor and told me it I need to get my gas company to check the regulator on the house. I advised that the stove and broiler worked fine in addition to all to the appliance that use gas. Never the less he left - after I had taken half day of work off. Gas company came and check regulator and is fine. So frustrated with Sears we used the range as it was. Eventually the soot built up and knocked out the igniter burner for bake burner. I live in rural area and could only get Sears to service it. So I called again this time I told the operator the model # and that the what the problem. Come to find out the burner was defective, that is why it put our the smoke. Tech comes does not have the parts even thought told them what was needed, ordered parts will come back in a week. Another day off work, The part came in in couple of days. I looked no burner, they set the wrong part, called 800# and the Tech phone, the was all 5 days before he was to come back. I got the freaking run around Service blamed parts, parts could not help me with a service order. I was promised calls from supervisor never happened! Friday the day he was scheduled to come back came and went no parts though I was assured the we correcting the error. I went to the parts department to buy the part, was not at in stock at that location. That Sunday we had Christmas cookie bake party planned with the grand kid, had to relocate the party to my niece who does not cook, my wife packed 4 crates of cooking stuff, plus made the dough ... Still no parts going on 3rd week with out the stove have a Christmas Party with 40 people coming over. Now have to find the part and fix my self or buy a new stove! I have supported Sears since I was a kid, always bought their appliance because they were reliable and could get service and parts! Well all of that has changed. Products are not what they use be but the BS and terrible customer service is probably why they are going out of business! My advise call someone else or if you half handy go to youtube and order the parts. Even you have to replace extra parts to get it right is cheaper and less frustrating the dealer with these jerks! read more