I too have had a HORRIBLE experience with Sears/A & E Factory Service and will never buy a product from Sears or a retailer that utilizes them for any type of appliance repair service. We called A&E in September to repair an $750.00 built-in LG Dishwasher that was only four years old and out of warranty. They sent a tech out to diagnose the problem (diagnosis cost $159.00) and he told us it needed a new pump and motor at a cost of $350.00 (the $159.00 would be added to the cost of labor for the repair). They ordered the part to be sent directly to our home and then we had to call them back to schedule the installation repair. Now two weeks later and we've set an appointment where they agree to arrive between 10 A.M. - 2:00 P.M. For the installation. On the anticipated repair date, we waited until about 1:15 P.M. Before my husband called to find out if they were going to be arriving anytime soon. He was told that the tech would give us a call. He subsequently had to call them back when the tech didn't show up at 2:00 and was told the tech was on his way. We waited and waited - now 3:00 P.M. And no tech. Another call and we're told he's on his way. The tech (Dan) FINALLY shows up at our home at 4:15.
When Dan arrives, he brings his tools into our house and goes back outside to his truck. Seems he locked his keys in his work vehicle and was spending his time trying to get them out - he finally called someone to come and open his truck. He didn't come back into our house for 45 minutes! He finally gets to the business of our dishwasher. He tells us that their initial tech was an "Ass" that he didn't know anything. He told my husband that the motor was located under the dishwasher and therefore he would need to flip it upside down to remove and replace the motor. He asked my husband to help him turn it upside down. When they did, water spilled out of the dishwasher onto my hardwood floor. My husband ran to get some beach towels to soak up the water. Dan commenced ripping apart my dishwasher at 7:00 pm (approx. 3 hours from when Dan arrived) I asked him, "Any idea when you might be finished with the repairs Buddy?" He responded in a very stern tone, "In about a half hour... And my name's Dan". I left the room.
At about 8:00 P.M. Dan is still working on the machine. Finally, at about 9:00 he announces to my husband that he's done. Dan lifts the Teflon pad that he had placed under the dishwasher and guess what - water had gotten underneath the pad and damaged my hardwood floors!!! When my husband pointed out the damage all he could say was "I see it sir". Dan then turns the dishwasher on and it make a horrible noise. Seems he left a screw in the dishwasher that jammed up the lower spray arm. After he took it out he announced he was done and miraculously he had spare parts! (?). He didn't reconnect the dishwasher or the bottom kick-plate and told us we would have to hire an installer to put it back in! My husband told him that he needed to install it or to call someone to have it installed that evening. We called his manager - twice - never got a return call. My husband asked Dan what he did with the screws he removed when he took the dishwasher out and he couldn't find them. My husband went to the garage and return with some screws. My husband then tried to use the screws to install the dishwasher while Dan stood idly by. When my husband asked him what tool he used to remove the screws he responded, "Ah, one of the mysteries of the universe". At that point my husband told him that we'd had enough and we would be contacting their company to file a complaint. Dan left the house and returned with a piece of paper describing the service (or extreme lack thereof). He told my husband that he would have to sign it. My husband refused and Dan insisted that he needed to sign it to show that he gave it to us. My husband reminded him that he wasn't signing anything. Dan snatched up the paper and started laughing. We didn't see the humor - it's now about 9:30 P.M. And we've been held hostage in our home for ELEVEN AND A HALF hours for a simple repair! My husband told him that we've waited patiently all day for the repair - only not to have a dishwasher that we could use and that he didn't see the humor in the situation. My husband told him to get out of our house. Dan challenged my husband to hit him. I opened the door and told him to get out.
We have been dealing with their so-called customer service for over a month - no dishwasher and damaged wood floors. They finally sent another tech out to diagnose the problem. Seems Dan's leftover parts were the seal and clamps. The tech told us that because Dan failed to install the seal and clamps when he turned on the dishwasher, water infiltrated and compromised the electrical components and rendered it a fire hazard. Dan ruined my dishwasher beyond repair! To add injury to insult - their customer service department (which we continually had to call due to non-response from them) told my husband today that the resolution to our damages would only be a refund of our $350.00 and that we should file a claim with our homeowners insurance for replacement. UNBELIEVABLE!!! Its now October 27th - 2011 and I still dont have any resolution. Stay clear of this company and make sure that when you get ready to purchase an appliance they are not utilized to perform any warraty repairs. We will be filing a complaint with the California Bureau of Appliance Repair, the BBB and if necessary a lawsuit.
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