Complaints

This profile includes complaints for Diamond Factory Service, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Diamond Factory Service, LLC

  2611 M 139 Benton Harbor, MI 49022-6415

  
• 

  Diamond Factory Service, LLC

  2611 M139 S Benton Harbor, MI 49022-6415

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a repair performed by WSVC Diamond Factory on my oven. Approximately four months ago, the company replaced the bake unit in our oven. Just last week, the oven began malfunctioning again, failing to heat above 330 degrees. Upon inspection, I discovered visible signs of improper installation or faulty workmanship directly related to the repair. Clear issue with improper reattachment of the bake unit to the wiring. I reached out to WSVC Diamond Factory, and after some back and forth, was told that my issue falls just outside of their 3-month warranty. Despite clear evidence that the problem resulted from their installation, they have refused to take responsibility or offer any assistance. Their representative essentially told me there was nothing they could do and displayed no ownership of the issue, even though the problem is directly related to their work.I believe this is unacceptable business practice. A reputable repair company should stand by their work, especially when it is clear that the issue stems from their service. The timeline of the failure, barely a month outside their own warranty, suggests that their work did not hold up to reasonable standards, and the fact that it failed so quickly is concerning.I am requesting that WSVC Diamond Factory honor their responsibility, properly address the repair at no additional cost, and ensure their customers are not left footing the bill for their errors. I have attached photos as evidence of the installation issue.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/26/2025

  Dear Mr Tonas:
  
  We reviewed your complaint processed with the BBB and
  have the following comments:
  
  During the repair of your range, we did not disconnect
  your power cord from your unit.  That suggests to us that any problem you
  had where the range cord connects to the range itself is not related to the
  bake element we put into your range.  
  
  We also tried calling and texting you.  We reached
  out to the number we had on file for your wife, and the number you provided the
  BBB.  Again, we called and texted but we received no response.  
  
  Given that we did not disconnect your cord in the first
  place, and that we didn’t receive a response to our calls or texts, we consider
  this matter closed.  
  
  Again, we apologize that you had further problems with
  your product, and hope that you have had it taken care of.  
  
  
  Thanks
  Tom, General Manager

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Diamond Factory repaired my washing machine agitator 8 months ago and it has been a nightmare of different repairs since. The number one problem is the same repair guy he either doesn't know his job or is too lazy to do it right. His first visit was to fix the agitator. He said it was frozen in place as result he was extremely aggressive in removing it so much that my husband and I couldn't believe our eyes and ears. This guy was pounding and literally was beating the machine with a sluggish hammer for at least 30 minutes and then he asked us for a 4 x4 to pound it more. Somehow he removed the part but the washing machine has NEVER been the same one thing gets fixed but then something else always need replacing as a result. The machine is 4 years znd is now ago and ruined . The technician came out 6/03/25;for two issues one, for the hot water hose that started pulsating after an earlier repair visit. He told me some hoses do pulsate when water goes through them and into the machine but it Never did it until after Diamond started fixing on it. The thing is the technician never checked the machine solenoid or inlet valves which he should have checked. The pulsation has caused locked air in our plumbing lines now a plumber is required.. The 2nd issue, we noticed fine shredded plastic on our clothes the technician said it was caused by coins going under the machine's inner wash plate, -this is not true, we never allow coins to intentionally or inadvertently get into the machine. Now another agitator basket plate has been ordered. What we want is another technician going forward to come out and our washing machine to be fix without something else needing to be fixed due previous fix(es). I see these same complaints against Diamond Factory reported to BBB Repeatedly, it does appear that are really a bad company.

  

  Business Response

  Date: 06/26/2025

  Our Service Manager reviewed this file and found that the
  technician didn’t do anything incorrectly. 
  The technician was just making the customer aware that the coins can
  cause excessive wear and tear if enough of them drop into the space between the
  wash-plate and the basket.  From the Service
  Manager’s experience he indicates that about 90% of the top loaders had at
  least one coin in this space. It causes the washplate to drag, causing errors
  and stripping out the center drive spline in the washplate.
  
  Our previous history for this unit is from six months ago
  for a different issue.  At that time, the
  technician ordered the parts and a different technician came back to install
  them.
  
  It appears the customer's issue is with the machine's
  reliability. Diamond Factory Service doesn't build appliances, we only repair
  them when they break.  
  
  Diamond Factory Service can probably arrange for a
  different technician to return if the customer wishes, but the two technicians
  that have been there previously and are located in her area are both excellent
  technicians.
  
  Please advise if the customer will accept one of the
  technicians who have been there previously or if she is insisting on a
  different technician.
  
  Thank you.

  Customer Answer

  Date: 06/30/2025

   
  
  Complaint: 23471430
  Rejected 

  I posted my complaint on 6/02/25 about my washing machine issues. Diamond Factory Repair only responded on 6/25/25 as result of our conversation on 6/25/25. Had I not contacted them 10 days after my complaint posted they wouldn't have responded because they know the lack of quality service they offer and My Truth.  I contacted them because I had recently requested repair service for my DRYER through whirlpool so they gave me an appointment for the following day but minutes before the appointment time I was advised that the repair company refused to service my address but unaware the servicing company was Diamond Factory.  I called and ask what the issue was and management there said it was because  I reported problems I had been experiencing with  them to Better Business Bureau. She actually said we drop customers who report us. And in this case, some after they fix the problem too, I'm sure. So I asked if she thinks that is good customer service practice, she replied yes.  I then told her my complaint would  be updated to include our conversation and  she said OK. To Diamond Factory, I want to be clear that my washing machine is a TOP LINE MODEL that was well taken care of by my husband and I we are in our sixties and don't allow coins into our washing machine and how would you know that's the issue when the technician NEVER  removed or touched the plate nor turned the machine on? His visit was only 2 minutes before leaving, max if that.  The fact that they stand by the technician that damaged my machine is unacceptable. Other people's complaints on BBB and Google have mentioned damaged as well. We haven't been under the extended warranty for 8 months and have had at 5 parts broken and fixed because the technician kept fixing one thing damaging something else.... Somehow it must be profit in it for Diamond Factory. I think it's intentional.  Diamond  Factory has  two profiles for the Michigan Corp location with BBB... look it up. One has 43 complaints and only 13 resolved.  Google  reviews tells the Real Story 1.2 stars across locations is their rating. I didn't make this up... How can they have an A+ rating here, for what, do they pay into membership? I'm good with them refusing to service my home again because I wouldn't trust them to change my cat litter,  if I had a cat. I am asking BBB to allow my complaint as well as response to remain posted for the Full Time period allowed for dissatisfied  customers so homeowners are aware and not mistreated and taken advantage of by Diamond Factory Repair like they've done my household. 
  
  
  
  
  
  
  Sincerely,
  
  
  
  Denise Brown

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had trouble with this company from the first day I bought my maytag washer. I got it home from Lowes and it was not working so called Diamond and came out it took about 5 times of them coming out to fix it write. Now it is broken again and it's been 6 times they have been out and still not fixed they have order parts that was not right. Now I have been waiting for 3 weeks now for a tub they say it is. I keep calling them and they say still not in we will call you always putting me off. They are not a very good service company I think they don't know how to fix anything.

  

  Business Response

  Date: 03/14/2025

  Diamond Factory Service (DFS) was first called out to the customers home on 4/23/21 to replace a control.  That service call was completed on 5/5/21.
  
  DFS was called back out 9/24/21 to replace a user interface and actuator but the parts were delayed due to COVID. The supply shortage was beyond our control.  DFS received the parts on 2/17/22. We called the customer and left a voicemail to schedule a date to return. Once we were able to get in touch with the customer,we scheduled a return date for 3/14/22.  We repaired the washer and it worked as designed.
  
  DFS received a call to service the washer again on 12/20/24, however when the technician arrived, he was told by the customer that they actually wanted ********************** on the drier.
  
  The customer called in another ********************** call for the washer for 12/23/24. Due to the holidays, we scheduled for 1/3/25. The unit was out of balance and we ordered dampers to correct the issue. Once *** received the parts, we scheduled a return visit with the customer 1/27/25.
  
  Unfortunately, DFS received the wrong parts and we had to reorder the correct parts. Once these parts were received, we scheduled the return visit for 2/6/25.  After installing the dampers, the machine was still not working as designed and we ordered a new basket.
  
  Parts are still on backorder but we keep checking for updates (this was done 2/12/25, 2/25/25, 3/6/25 and 3/13/25). Once we receive the parts, we will schedule a return trip to fix the machine. 
  
  Given that we plan to repair the unit (as the customer has requested in this complaint) and will contact them as soon as we have the needed part, we respectfully ask that this case be closed. 
  
  Thank you.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Regarding Inadequate Washer Repair Service Dear Better Business Bureau,I am writing to file a complaint against Diamond Factory Services regarding the inadequate service provided for my washing machine.Initially, I contacted Diamond Factory Services to address an issue with my washer. I was informed that there would be a $125 service fee for a technician to investigate the problem. The technician determined that the washer required a new user interface, which would cost an additional $259.71 for the part and $85 for labor.After a few weeks, I scheduled the repair, and the technician replaced the user interface. However, upon testing, the washer did not work at all. The technician then conducted further investigation and concluded that the issue was more complex, requiring a new heater and control, which would incur additional costs. As a result, I had to pay $360.29 for the part that was already installed, as it could not be returned.I believe the technician did not perform an adequate initial diagnosis or identify the root cause of the problem during the first visit. Consequently, I ended up paying a total of $485.29. If I had known the full extent of the issue from the beginning, I would have considered purchasing a new washer instead.I am seeking assistance in resolving this matter, as I feel the service provided was inadequate and resulted in unnecessary expenses. I would like a refund for the costs incurred due to the inadequate service, or a resolution that compensates for the inconvenience and additional expenses.Thank you for your attention to this matter.Sincerely,Nikhil

  

  Business Response

  Date: 03/06/2025

  Thank you for bringing this concern to our attention. At Diamond Factory Service, we strive to provide high-quality appliance repair services and transparent communication with our customers. 
  
  When diagnosing appliance issues, it is important to note that modern washing machines are complex systems with multiple interconnected components. In some cases, a failure in one part may prevent a thorough diagnosis of additional underlying issues until the initial repair is completed. This was the case with this particular washer.
  
  Upon the first visit, our technician identified a failed user interface, which is a critical component in controlling the functions of the washer. Based on the symptoms presented at the time, replacing the user interface was the appropriate course of action. After the installation, further testing revealed additional failures, that were not detectable during the initial visit due to the malfunctioning interface.
  It is not uncommon for one component failure to mask others, and while our technicians follow industry-standard diagnostic procedures, some issues only become apparent after an initial repair is made.We regret that this resulted in unexpected additional costs for the customer.
  
  As a company, we are committed to customer satisfaction and we appreciate the opportunity to clarify our approach and remain dedicated to providing fair and professional service. 
  
  As we performed the services requested, there will be no refund to the customer.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23015873
  
  I am rejecting this response because I was able to identify the initial issue myself during diagnostic mode. Given that they are professionals and charged $125, I believe they should have conducted a thorough troubleshooting process, which they did not. I ended up paying around $485 for service and parts, which did not resolve my issue. I could have spent a few hundred dollars more and purchased a new appliance instead.
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/14/2025

  Thank you for the opportunity to further clarify our position regarding this matter. We appreciate the customers feedback and understand their frustration with the unexpected additional costs incurred during the repair process.
  
  
  As previously stated, diagnosing modern appliances can be complex, and issues may not always be immediately apparent during the initial service visit. While we recognize that the customer was able to identify an error code using diagnostic mode, professional troubleshooting involves more than reading error codesit requires analyzing system behavior, testing components, and following manufacturer-recommended diagnostic procedures.
  
  
  During our initial visit, our certified technician determined that the user interface was malfunctioning, which prevented full communication between the washers internal components. At that time, this was the only identifiable issue. Once the interface was replaced, further testing revealed additional component failures that could not have been detected earlier due to the initial malfunction. This type of scenario, while not common, does occur in appliance repair, and it is not a result of negligence or inadequate troubleshooting but rather the nature of how interconnected components function.
  
  
  We understand the customers perspective regarding the total cost of repairs versus replacement, and we regret that the additional issue was not identifiable sooner. However, our diagnostic fee and repair process were conducted according to industry standards and in good faith. The service provided was based on the symptoms and failures present at the time of each visit, and the replacement part installed was necessary based on the initial diagnosis. As with any repair service, we cannot guarantee that additional failures will not be revealed after an initial fix is made.
  
  

  

  Business Response

  Date: 04/18/2025

  Hello,

  The last notification that we received stated that no response was required at that time so we didn't respond.  We don't have anything additional to add and stand buy our previous response on March 14.  

  Thank you. 

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company does warranty work for *********. They keep coming up with excuses as to why they can't come out and do warranty repair work. We've been without a refrigerator for 37 days at this point, 21 of which is as a direct result of this company.

  

  Business Response

  Date: 02/17/2025

  We received a service request from Whirlpool for the customers refrigerator.  We moved up the scheduled appointment to January 22. Our technician was on site at January 22 at 1:11pm. The customer state unit was buzzing and clicking. Another company had installed a hard start kit. The compressor was not running and blew hard start.  It was determined parts were needed so the technician ordered a compressor, dryer and harness.
  
  Once the parts were received, we scheduled the return trip for February 4.  Unfortunately, we did make an error and scheduled this call on the wrong technician. We caught the mistake and scheduled the correct technician for February 5.  We called the customer (apparently it was a wrong number) and they stated they didn't need the repair.  We did,however, get the correct number and have the customer scheduled for February 18.
  
  The customer stated that they wished for their refrigerator to be repaired and we have the appointment scheduled so we respectfully ask that this be closed.
  
  Thank you.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a washer from Lowes on October 13th I did laundry on that day and when I went to do laundry two weeks later my washer no longer worked. Maytag sent these people out to my house to fix the washer, Employee ***** P fiddled with two knobs, opened the top of the washer and then looked under it. Employee ***** P then blatantly lied and said that the underside was completely corroded in attempt to get out of doing any work. ***** P then reported that my warranty which still has 9 years and 11 months on it was voided. Attached are pictures of the underside of my washer which appears to be 95% plastic. Blatant lies from this company has ensured that the washer that was only used on one day and cost $607.38 is not an oversized paperweight.

  

  Business Response

  Date: 11/12/2024

  Diamond Factory Service (DFS) received a service request from ********* for the customers washer, which was not working. The appointment was scheduled for 11/6/24. The washer was purchased on 10/13/24. Upon arrival, the technician found water damage and water under the washer as well. The technician looked for the source of the water leak. He checked underneath the washer to make sure all water lines were hooked up and not leaking. After test cycling the washer he checked the hoses again and didn't find any leaks. The technician then found water leaking from upstairs. He asked the customer what was above the washer that could be leaking.  The customer stated the toilet upstairs leaks. The fact that the customer knew the toilet upstairs leaked should have been mentioned to the technician before he started diagnosing the issue. Our technican called Whirlpool to determine if the washer repair would still be covered and Whirlpool stated that it would not be covered under warranty. The technician explained to the customer that water damage was not covered and that it unfortunately voided the warranty. 
  
  There is nothing further that *** can do for the customer.  We respectfully ask that this case be closed.
  
  Thank you.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22522883
  
  I am rejecting this response because: The tech did not do anything but turn two dials and lift the washer. Tech then claimed corrosion was the cause if there was water damage the boards should have been checked. As it stands there are several complaints with this company revolving around the same tech barely doing anything and telling everyone he goes to that their warranty has been voided. Had there actually been any work done I would accept this answer however since all of five minutes were spent playing with a dial and stating yeah that works I do not accept the excuses given.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My washing machine broke on 10/5/2024. A repair person (Crylvester?) came on 10/9/2024, diagnosed the problem, had to order parts and left. The same person came on 10/16/2024 and replaced the parts he ordered. The washing machine was working while in his test mode but after he left, the same problem persisted. I called him on his cell phone and he attempted to trouble shoot things over the phone- he told me to try updating the washer and that should work. Well it didn't. While he was here he put scratches in my appliances and broke the custom built shelf I have above my washer and dryer. I then had to called Diamond and get another appointment with a different repair person. A new person came, ****, on 10/23/2024 and he repaired a few things and everything seemed to be in working order. During the first load of laundry I did, washer started leaking from the bottom so I had to call Diamond Services again. I guess my washing machine being repaired 3 times already wasn't enough to be a priority and I had to wait until today, Monday 10/28/2024, for **** to come back out and look at it. Now today I am told I have to wait for a part that could take "several weeks" to come in with no estimated delivery date. I have contacted Diamond asking for a manger 3 times and haven't gotten a reply. I have also reached out to ****************** and I also haven't gotten a reply. I am currently 23 days without a washing machine and counting and doesn't seem like it's anyone's problem but mine for buying this extended warranty and getting stuck with the halfway job of their first *********** I also have a letter with more details chain of events that I am in the process of adding to as well.

  

  Business Response

  Date: 11/06/2024

  Diamond Factory Service (DFS) received a service request from Whirlpool to service the customers washer.  The ********************** appointment was scheduled for October 9.  
  
  When the technician arrived, he found that several parts were needed gearcase, slider, wash plate and console.  He ordered the parts and scheduled the return appointment for October 16.  When he returned on the scheduled date, he replaced the needed parts and ensured that the unit passed diagnostic testing and was working normally.
  
  DFS received another service request from Whirlpool because the washer was now not working at all. The customer stated that they had started to run a cycle and the machine would not turn on.  DFS dispatched a different technician to the customers home on October 23rd. Upon running diagnostics, the technician found communication errors in the onboard electronics.  He replaced the main control and the user interface again, ran a diagnostic cycle and again the machine passed.  It filled, agitated, drained,and spun out as it should.
  
  The customer called back the following day to advise that the washer was leaking and to see when DFS could return.  She was scheduled for the first available day of the following week which was Monday October 28.  The same technician returned to find the washer leaking a small amount of water from the tub close to the newly installed transmission. He determined that the new seal was faulty causing this issue and ordered a new gearcase and seal. The parts were out of stock anywhere locally so they were ordered from a Whirlpool distributor and delivered to DFS on November 4.  DFS called the customer to advise and get her scheduled. The customer is scheduled for November 8.
  
  Each issue was different and unrelated to what either technician previously did.  New parts can often put stress on older parts and cause a chain reaction.  The last technician also ordered the outer tub just in case the leaking issue is due to the new seal and the old tub not meshing up properly.
  
  We are expecting this repair to complete the job for the customer so we respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* hired a company to repair a fridge however they have done NOTHING to resolve the issue even though the repair tech recommended the fridge be repaired. The over 3k fridge has been replace in january and was purchases 10/23. Has continuously failed and whirlpool and their repair company has done NOTHING to prevent it from happening again. In addition with a brand new fridge it has been out 5 days. The next service call is in over a week. Did not communicate the fridge needed to be turned off for 36 hours prior to the appointment so same as last week wasted time without a resolution.

  

  Business Response

  Date: 10/28/2024

  Diamond Factory Service (***) has worked with ********* technical support regarding customers refrigerator repair. *** is contracted by ********* to repair in-warranty appliances and does not have the power to make a determination of whether the unit should be repaired or replaced.
  
  *** received the first service order on May 28, 2024 and scheduled the appointment for May 30, 2024. The complaint was occasional grinding or squeaking noises. The *** pre-screener,who was going by problem description, determined the most likely part needed for the repair was the refrigerator evaporator cover which contains the evaporator fan motor.
  
  Upon arrival the technician found the noise to be coming from the refrigerator section evaporator fan motor and replaced it with the new cover sent out to him.  Upon installing the new part, he found that the noise was gone but the LED lighting was now not functioning in half of the refrigerator.  After rechecking his own work, he called Whirlpool technical assistance and determined that the new cover was faulty and needed to be replaced again.  The technician ordered the part and returned to replace it on June 10.
  
  The next service order came to *** on October 9, four months later, with the same complaint of occasional grinding or squeaking noises. 
  
  Upon arrival on October 11, the technician again found the noise to be coming from the refrigerator section evaporator fan motor.  Again, when calling Whirlpool technical assistance, the technician was advised to replace the same evaporator cover.  The part was ordered and the return appointment was scheduled for October 18.
  
  When the technician contacted the customer to complete the repair, he found that the noise had stopped after the last trip out.  This was due to the fact that the noisy evaporator fan motor had locked up and was no longer running, causing the refrigerator evaporator to heavily ice over and the refrigerator section to lose cooling. With the refrigerator evaporator heavily iced over, the technician could not tear down the interior of the refrigerator to access the evaporator cover without the refrigerator being shut down ***** hours to give time for the ice to thaw and allow access to the evaporator cover.
  
  The technician returned to the customers home on October 21 and replaced the evaporator cover again. Unit was working as designed once this was replaced.
  
  We respectfully ask that this case be closed.
  
  Thank you.
  

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Whirlpool Fridge. Several months later I noticed some rust on the doors. It got worse so I called and filed a warranty claim. Diamond Service came out and told me rust wasn't covered by Whirlpool. I thought it was odd the service person was making a warranty decision on behalf of *********. Diamond Appliance website says its locally owned in ***********. I researched further and the company is based in the same town as *********, **********************. The owner and managers are all in ********. The customer ********************** agent said there was no local Kansas City presence, just a warehouse. The agent couldn't provide any local information. I called the customer agent at ********* and I was told that Diamond Appliance didn't state a cause for the rust so Whirlpool assumes its my fault as I must have a harsh environment where I placed the Fridge....in my air conditioned kitchen Id like two things to happen Send me new doors to my new fridge take down the mis information on your website. Your company isn't local. The owners and managers are in ********

  

  Business Response

  Date: 10/07/2024

  Diamond Factory Service received a request from Whirlpool
  to service the customer’s refrigerator due to discoloration and rust on the
  refrigerator doors.  The appointment was
  scheduled for September 24, 2024. 
  
  Upon arrival, the technician found the rust to be a cosmetic
  issue due to using an incorrect cleaning agent. 
  Whirlpool will only cover cosmetic damage for the first 30 days.  Since the refrigerator is almost a year old (purchase
  date of 9/28/23), the technician advised the customer that it was not covered.
  
  Unfortunately, we are unable to assist with this.  The customer would need to contact Whirlpool.
  
  We respectfully ask that this claim be closed.
  
  Thank you,
  
  Diamond Factory Service

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON Sept 6 *****, a Tech from Diamond came to my home to repair my Amana refrigerator. Stay away from these people. I have an Amana refrigerator that never cycles off except when it is in defrost mode. Well, The refrigerator has never done that before. I figured that since I have an extended warranty, a tech from Diamond Service would repair the problem. Well, when he arrived at my home after I explained to him what was happening, he told me that there was nothing wrong with the Unit. I even explained to him that I have owned the unit for about two years and I know how the unit operates. Again he explained to me that nothing was wrong with the unit. He said that the temperature is controlled by the circuit board, and it is up to the circuit board to determine when the unit will cycle off. I explained to him what if the circuit board was malfunctioning; again he told me that there was nothing wrong with the refrigerator. He never even bothered to check the circuit board to determine if it was functioning correctly. All I got from him was some blather about how these new units just keep on running until they get ready to cycle off. Stay far away from this company. Now I may have to purchase a new frig because the cost to repair this two-year-old Amana may be more expensive than it is to buy a new fridge. What's the sense of having an extended warranty if the tech won't even take the time to check to see if the circuit board is functioning correctly? Again Stay away from this company. I would give Diamond zero stars if it were possible.

  

  Business Response

  Date: 09/23/2024

  Diamond Factory Service (DFS) had a warranty call scheduled for this customer in August 2023 with a similar complaint.  The service call was cancelled by the customer before we ever dispatched a technician to the customers home.  DFS received a new ********************** request (which was now dispatched under an extended service contract) and scheduled for August 28th 2024.  This was also canceled by the customer before a technician was dispatched.
  
  DFS received another service request on August 28th 2024 which was canceled and rescheduled for September 06th 2024.  The technician arrived at the customers home within the time window, checked temperatures on arrival, and found this unit to be working as designed.  The technician explained this to the customer and advised that we couldnt do any type of repair because the unit was working correctly at this time.  The customer then became irate with technician and threw him out of the house.
  
  The customer then called DFS main office and complained that the technician was wrong and the unit was not working as it should.  He demanded a different technician to return and repair the unit. The Service Manager called the customer (spoke with ******)and advised that he would send a different technician to the house as a second opinion and have the technician call him to advise what he found.  The customer agreed to this and thanked him for calling.  The service call was scheduled for September 12th 2024, and again the call was canceled by customer and rescheduled for September 17th 2024,and again it was canceled by the customer.
  
  Throughout the process, the customer submitted three ********************** complaints and 3 negative Yelp reviews.
  
  Given that the customer has cancelled his ********************** appointment with us, we respectfully ask that this claim be closed.
  
  Thank you.