A & E Appliance, Inc.

This letter is in responseto complaint ID *** for customer *** ***.Our companydid respond to the servicecall for Mrs***'s washing machineThe unit had multiple issues with it, it was leaking and makingnoisesOur technician responded to the call and found
water at the drain as well as issues with the seal and spin tubeEvents as stated by Mrs.*** are correct and having Ms*** as the middlepoint of communication made the scheduling and rescheduling very difficult as we had to leave messages and wait for responses. We apologize for that and have since implemented with Ms*** and *** that we will not schedule any further appointments unless we ourselvesconfirm information directlywith the consumers.We have refunded Mrs*** the cost for the *** *** billMrs***received the refund on 2/26/via certifiedmail Unfortunately as Mrs***stated even with a second company attemptingto repair the unit, the issues still remain unresolved We have placed our reports with WhirlpoolAs far as a replacement or refund for the washer that would be an issue that would need to be taken up with the store in which it was purchased from.If you have any further questions, please feel free to
contact us at *** ***A & E Applaince, Inc

I read the reviews and was prepared for the worst!! However, I got very lucky and had the best technician, his name was Matt. He was kind and courteous, explaining what was going on and what need to be fixed. I know he did more than A&E expected him do. I know this company over works and under pay its technicians.He had to call Samsung because the manual and the online diagnostics had conflicting information. He was on hold for at least 20 minutes. Luckily he had the part on the truck and was able to quickly replace. He was at my house for a little over an hour. The only thing is he removed my dishwasher and then replaced it before he got the answer from Samsung, so he had to remove it again. Again, I know I got lucky getting Matt

Update on complaint information. Mr. [redacted] spoke with [redacted] home office out of Michigan on 6 October and explained the complaint with A&E Appliances as their authorized  service provider and the issue that occurred on the 5th of October.Home office...

of [redacted] will cover all costs (parts, labor and service) as they were not impressed and concerned with service provided by A&E Appliance.  I required installation to be done by any other company besides A&E Appliance and the [redacted] home office agreed.  [redacted] home office scheduled service through another company and installation and all future services will be conducted by them.[redacted] will be looking into the customer service / services provided by A&E Appliance.I need no further action on this matter.

Update on complaint information. Mr. [redacted] spoke with [redacted] home office out of Michigan on 6 October and explained the complaint with A&E Appliances as their authorized  service provider and the issue that occurred on the 5th of October.Home office of [redacted] will cover...

all costs (parts, labor and service) as they were not impressed and concerned with service provided by A&E Appliance.  I required installation to be done by any other company besides A&E Appliance and the [redacted] home office agreed.  [redacted] home office scheduled service through another company and installation and all future services will be conducted by them.[redacted] will be looking into the customer service / services provided by A&E Appliance.I need no further action on this matter.

Complaint: [redacted]
I am rejecting this response because:
I will send a complete response shortly.
Sincerely,
[redacted]

Good morning [redacted],   This is to inform you that case [redacted] for Ms. [redacted] should be sent to ** [redacted], a company we have no affiliation with.  Upon receiving your letter we attempted to get information...

on Ms. [redacted]'s appliance, when we were unable to pull out anything we called the [redacted] call center ([redacted]).  I spoke with a [redacted], who was able to pull up information on their system which showed that they dispatched  ** [redacted] a couple of times in August and October.  She also informed me this is for a Samsung product, a brand in which we do not and have never serviced.     Please advise Ms. [redacted] of the situation and if she has questions, she can phone the [redacted] call center at the phone number above or ** [redacted] at ([redacted]).  This company has no local listing and because the name is so close people tend to get us mixed up. If you check there was another case in which this had happened before.   Thank you for your assistance,   [redacted] ** [redacted]