I have a problem with my Maytag Washer. I contacted A&E to diagnose the problem on September 10.2007. The technician gave me an estimate for the repairs of $528.08; he also told me that it would be cheaper to buy a new one. I told him that the washer was only two and 1/2 years old and that these products should last longer. He did tell me that I could call Maytag and maybe they could help. I called Maytag and their representative authorized the complete repair of the washer at their expense. I scheduled the repair with A&E Factory Service for my Maytag washer for September 17. The technician arrived only to tell me that he had to order the repair parts and schedule another appointment for the following Monday - September 24. The appointments are always scheduled between 8 AM and 5 PM. I called A&E Factory service for a more definite time frame for my appointment - their representative could only tell me that we had to be there during the time frame scheduled. The technician finally arrived around 4:45 PM but, could not fix the washer because the tub was damaged and he had to order the tub; a tub was ordered and another appointment was scheduled for the following Monday, October 10. Again the appointment time frame was the same. The technician arrived around 5:20 PM to repair my washer. The tub was replaced and he left. Later that evening, my wife proceeded to wash some clothes only to discover that the floors in the kitchen, bathroom, laundry room and hallway were flooded. The washer was leaking. There was water everywhere. This was around 10 PM - I turned off the machine and shut off the water. We took pictures of the flooded areas and started to mop and vacuum up the water. I called A&E that evening to explain the problem only to be informed that there was nothing they could do but schedule another appointment for the following Monday. I ask their representative if there was an emergency service contact person whom I could call for assistance. The response I got was the same - schedule another appointment. Completely frustrated, we continued to clean up the mess and finally, around 1:30 AM the clean up was complete. The appointment was scheduled for October 8 - with the same time frame. My wife and I waited around all day on October 8. The technician finally arrived around 7:30 PM. This time he informed me that the pump had a hole in it and it had to be replaced. He had to order the part and schedule yet another appointment for the following Monday - October 10. I informed him that this was the fifth appointment made to repair the machine and questioned as to why my repair work was always scheduled for the end of the day. He explained that he had two more service calls to complete after mine. On Monday October 15, around 9 AM, I received a call from A&E to find out if I had received the part order. I informed the representative that the part arrived on October 11. My appointment was confirmed at that time. Around 10:30 my wife called to inform me that A&E's schedule was booked for today and that they could not complete our repair work until the following Monday, October 22. I called A&E Factory Service to find out why I was told around 9 AM that the technician would complete the work today. I was told that the schedules were full. I asked to speak with a supervisor. My wife and I are obviously frustrated with this company and I believe that the supervisor's response of: "Let me see what I can do and I will be calling you back in 90 minutes, " was only to get the monkey off his back - he never intended to call us back.By the way, he never did get back with us at all. I did call Maytag regarding this matter and my complaint was recorded. I think that service orders should be completed before moving on to another job. This company should not be allowed to conduct business in this matter. Customer’s needs are not being met!
The company's scheduling needs to be more flexible. Technician's work schedule should be more realistic - don't schedule more than the technician can handle in one day. More is not better in this case, in fact more leads to less quantity work and more problems for the company. The practice of scheduling one zip code per day per week is not satisfactory. I connected with the following web site and found numerous complaints with A&E Factory Service: http://usashameboard.com/complaints/aampe-factory-service. This company should not be allowed to continue profiting in this manner without regard to customer satisfaction. A&E Factory Service should refund Maytag for the entire labor and service cost associated with this service order. The following information is provided regarding this complaint: Brand Name - Maytag; Model Number - SAV515DEWW; Serial Number - 12163959EL.
My wife and I should be compensated for our time waiting for a technician @ $25.00/hr each times 9 hours a day for three (3) days each plus the cost associated with the cleanup and repair of our home. You see if the work would have been properly diagnosed the first time this would be an issue.
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