Whirlpool gave me A&E factory repair when I called them about my bottom refrigerator. I was told a few times by the woman on the phone that there was an $ 89. Service fee for him to come out and look at it and diagnose the problem, but if I decided to do the repair it would be deducted.
When the repairman came out to service my refrigerator. He said it needed a new compressor, he said the part would have to be ordered. He also said I was not covered under my warranty and it would cost me over $600 dollars. I said that I would have to think about this. He gave me the receipt for estimate of work to be done. I noticed that he had not deducted the $89 tax service fee, so it was then that I asked him if I decided to get it repaired would that be deducted, he paused and said hesitantly yes. But his estimate does not show this to be so.
After he left I noticed on my warranty the compressor was covered for parts. I called Kitchen Aid and the girl on the phone confirmed it. I then decided to have the refrigerator repaired so I called A&E they said well we have you as “out of warranty†so you will have to call whirlpool and get it approved. This seemed to be odd since it was a standard warranty, anyway I did get a approval number and called A&E for a new estimate for my repairs. Their answer was I have to WAIT and deal directly with the repairman when he comes out to do service. They suggested I make another appointment. I asked about my $89. She said since they were making another visit that would be considered another service call. So it would not be deducted from cost of repair. I thought this was ridiculous since he didn’t have the part on him anyway and he gave me the wrong quote. I then emailed A&E, 4 times about this. Their site said I’d hear from them in 48 hours. I never did. No one called me or emailed me as of this writing. My husband spoke with someone from A&E who repeated we have to deal directly with the repairman to get a new estimate. She also denied that anyone ever said the service fee would be used towards repairs. My sister called A&E and asked what it would cost to repair a refrigerator. A&E told her the fee to come out and said that the fee would be deducted from repair cost. Exactly same thing I was told.
I did not think having the repairman come back to my house without getting a new estimate first was a good idea. I didn’t want to haggle with him over what was company policy, which kept changing. There was no need for a service man to come and give me a diagnosis that was already done. Someone messed up. Someone gave out faulty information about the warranty, or worse someone decided to ignore that I was covered for parts and wanted to charge me anyway.
Whirlpool said they would contact A&E and assured me their representative would get back to me in 3 business days. They never did.
I decided to purchase a new refrigerator. A&E was fraudulent in saying my service fee would go towards repairs then later saying it won’t and for trying to charge me for parts when I was covered under warranty but most of all for not wanting to be upfront in giving me a new estimate. This is very poor customer service. I want to be refunded for my $98.72 service call fee, which was a waste of my time.
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