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:08/05/2024

  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.

  This company has come out to my property 4 time and have damaged my washer more then repaired it. First visit the technician came out replaced the gearbox fixed the washer and RAN out the back door as he yelled the washer is all fixed. This was not true infected called the customer ********************** to try and get in contact of his with his manager to find out they dont EVER answer their phones. I did leave a detailed message saying exactly what happened. An hour last got a call back from the tech say he will be coming back out the next day to see whats wrong with the washer. He arrives the next day to tell me that he goes off of what the tech line says to him and thats how he knows what he is doing. I would type the rest of story but Im done wasting any move of MY time and MY money of this useless of a company.

  

  Business Response

  Date: 08/07/2024

  Thank you *********************** for writing us regarding your concern.
  
  To confirm where things are as of this writing.  We had our Team Leader in ********* out to look at your washer yesterday.  He diagnosed that the unit needed a control board, in addition to the other parts you had someone install.  That control board was overnighted in, and the repair was completed this morning.  Our understanding is that todays repair was done to your satisfaction.  As a result, we are closing our repair file on this.  
  
  I also see that you reported a disputed amount of $400. We arent sure where that is coming from, since you have not paid us for any of the repair work we were involved in.  Perhaps that is related to the parts you purchased, or any other amount paid to the other company you had working on your washer.  Or perhaps that is what you paid for your extended warranty.  From out point of view, there is no amount to settle up on with Diamond.  
  
  The other comment Id add is that you noted that you had some other servicer tell you it needed a control board, and wondered why we didnt just head down that path.  It is pretty unusual for us to get involved in a repair someone else has started.  We typically have little idea what theyve done, often are involved with cleaning up things that were done wrong, and given that they didnt complete the repair, we certainly dont trust any diagnostic work theyve done, which is nearly always proven to be correct.  In this case, if they knew the control board was bad after installing the other parts they thought were bad, why didnt they simply complete the repair for you?  That isnt a question I need answered, but given the amount of work we do, those are issues we typically encounter.  
  
  I hope that helps you understand a bit more about what happened, and how we approach these scenarios.
  
  Again I apologize for your frustration, and hope this helps you understand what happened.
  
  ***/Owner

• Initial Complaint

  Date:05/24/2024

  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.

  Assigned to this company as a service subcontractor from Whirlpool. When I scheduled my fridge repair I cited "The issue has been diagnosed as a broken compressor. Please come prepared to replace the compressor on this model."They provided a 6 hour service window during a work day, came in the last hour, charged me $175 service fee and told me I need a new compressor and would need to reschedule for another weekday. They promised since a compressor replacement generally takes time and resources that it would be a morning appointment.The day before the next call they told me the service window was 12-6pm. When my tech wasn't there by 4:30 I called to see if there was an eta, I was told he was already checked in at my address. He didn't arrive until 5:56 and then told me that his torch was broken and he had already used up his other one during the day. He tried to reschedule for Tuesday - I told him I could not burn another day of work sitting around waiting for him (I do NOT work from home). He proceeded to promise me 7:30am Saturday.Today I received a call that my Saturday appointment was "Tentatively" moved to Tuesday. I've paid these people and lost not only the value of the food in my fridge and the cost of trying to live without a fridge for 2.5 weeks, but also the value of days lost at work. I don't have unlimited PTO and my family vacation is compromised now and they want me to Trust them and take another day off to sit around and wait for them to maybe show up and maybe take care of my issue.I've called back trying to get another technician to come out earlier or any kind of service guarantee and have just been sent to voicemail time and time again - both their scheduling line and the manager.I just want these people to actually do the work I've already paid them for to WHEN they are supposed to do it without costing me or my family any more unnecessary hardship.

  

  Business Response

  Date: 06/04/2024

  Dear **************,

  
  Thank you for reaching out with your concerns.  
  Im sorry for the scheduling issues you received from our team.  It isnt how we want to operate.  
  
  
  I was pleased to talk with you after my tech was there on May 29th.  During that call you reported that the repair was completed to your satisfaction.  I also provided you with my cell number and asked the you contact me if there were any further issues.  
  
  
  Again, please accept my apology for the scheduling problems.  
  
  
  Best Wishes
  
  
  ***
  General Manager

• Initial Complaint

  Date:04/16/2024

  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 Whirlpool is under warranty and Diamond services the appliances in my area. Unreasonable request to have exterminator come twice. I live in the country and an occasional mouse will come in. Taken multiple visits because diagnose, came back with wrong parts. Customer ********************** was very poor. I also think they damaged the washer because it is in worse shape then when they got there.

  

  Business Response

  Date: 04/25/2024

  Diamond Factory Service has received the proof of extermination and a return appointment has been scheduled for ***** 30.  At that time the technician will be able to provide a detailed list of parts installed and an explanation of the service provided. 
  
  We hope that we are able to complete the repair with no issues on the 30th and that should resolve the customers issue.
  
  We would request that this case be closed at this time given that we are taking care of the customer.
  
  Thank you.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Jenn-Air was contacted to request service for a malfunctioning cooktop. Jenn-Air referred me to Diamond Factory Service who scheduled a diagnostic appointment. Upon a visual inspection, the technician let me know he would be unable to disassemble the machine because it was a down draft cooktop and it required two people. He informed me he would have to return with another technician whom I would be responsible for the cost of plus their labor and gave me an estimate of almost $600.00, not including parts, to fully diagnose and repair the cooktop. My expectation and their (Jenn-AIr and DFS) guarantee is I would receive a full diagnosis and repair cost on the diagnostic visit. That was not the case because they could not disassemble the machine. DRS did not diagnose the cooktop based on an internal inspection of the item and did not provide me a complete estimate on their diagnostic visit. Yet, I was expected me to pay $175.00 diagnostic fee plus almost $600 plus parts on their return visit. I did not pay the diagnostic fee because I did not receive a fact based definitive diagnostic nor guaranteed cost estimate to complete the work. I called DFS and explained the situation yet they disagreed and argued the technician came for the diagnostic visit, which we agreed he did. However, DFS did not hold up their end of the visit as explained above. We agreed to disagree.

  

  Business Response

  Date: 04/15/2024

  I do apologize for the delay in responding.  I was on vacation and just returned.  We will review and respond within the next few days.

  

  Business Response

  Date: 04/16/2024

  *************************,
  We are in receipt of your Better Business Bureau concerns. Let me respond to the points you made:
  
  Neither Diamond nor Jenn-Air is able to tell you what a particular repair will cost until we inspect the unit.  While that inspection is not free, that cost is applied to the total repair cost. Even then, at times, estimates can change once a technician starts working on the unit.  The nature of so many electronics in todays appliances prevents us from testing certain circuits until a known defective part is replaced.  We do not charge extra for this, even if more visits are needed, and do not charge for any parts that were not needed.  Youll find this same model in todays automobiles, however, sometimes that is harder to see because the vehicle is in their bay vs someone visiting your kitchen. 
  
  Our normal trip and diagnosis fee is $175.  This is a pretty typical rate for the Greater Boston area.  This does assume that the diagnostic work can be done by one person.  If for whatever the reason we learn that two people are needed to diagnose the unit, and/or repair it,there is an additional labor charge for this.  As a result of your not agreeing to pay this, and our not being able to do the work with one person, no estimate was provided.  
  
  You also noted that we quoted you $600 to repair your cooktop.  Given that we really couldnt do that inspection, theres a lot of speculation regarding what the repair would involve.  We can all agree that we didnt open up your cooktop, and therefore any cost estimate is little more than an educated guess.  The technician is telling us that you wanted some kind of an idea of what it might cost, so he noted this amount, also indicating that we obviously have not been inside the unit to really know what it will cost.  
  
  I can see that you called our call center.  That is certainly fine.  Our rep was trying to explain this to you, and you hung up, noting that we could bill you, and that youd dispute it.  I presume that means you simply were going to refuse to pay anything.  
  
  Your request was for a billing adjustment.  We are not planning to bill you for this visit.  I should add that we have closed out the work order at no charge to you.  
  
  I wish you the best of luck with your cooktop repair and regret our not being able to help you out.  
  
  ***/Owner
  

  Customer Answer

  Date: 04/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:03/05/2024

  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 scheduled a service for my washer through Whirlpool whom the above named business Diamond Factory LLC originated out of ******** but operates in ************* is contracted with.I was originally told the service would be 3/5/24 between 8-4 pm. When the time approached 2 ****** hadnt received a phone call nor a knock at my door I contacted the Diamond Factory. An operator answered who told me that the reason they had come but left. The reason being they rung the doorbell (mind you the doorbells are not labeled in my apartment) & that they didnt have a contact number on file to let me know they were here I found it absurd that my service was relayed to them but not my contact information, and I expressed that. As a business doing business with another why is my contact information not being relayed? I asked that question and the operator did not care to help resolve my frustrations but rather put the blame on me and not Whirlpool. Also noting, the operator confirmed the 8-4 time window and the fact the technician showed up at 12:30 (I was home). She told me I can get service elsewhere or have to wait another week. I contacted them again in hope to reach a different operator which I did. This operator was also unable to answer my questions in regards to my contact information but agreed it was weird. He informed me that the service would have been between 12-6 contradictory to what I was told by Whirlpool AND a Diamond Factory operator. I then took things up to the manager *******. ******* was worse than the operators.Rather than hearing me as a frustrated customer due to the fact they cancelled my service, the miscommunications, and the absolute ignorance of resolving the issue in a timely manner, he too was placing blame on *************** He was condescending & demanding respect he was not giving. I asked again calmly how they expect to service somebody without their contact info. He proceeded to tell me take my business elsewhere and hung up on me.

  

  Business Response

  Date: 03/13/2024

  Thank you for letting us know about your concerns. Let me provide some comments:  
  
  I cannot speak to why Whirlpool did not transfer your contact information to us.  The simple fact is that we did not get it, and it is every bit as frustrating for us as it is you.  Not having that information on file prevents really any form of communication, and certainly leads to things like our showing up with your not expecting us.  
  
  Id add that we ********************** hundreds of customers each day, and for the most part, the data transfer from Whirlpool works well.  
  
  Im happy to have someone contact you to schedule a time that works for both you and us.  I see that we do have a contact number on file, ending in 5339.  I will have someone attempt to contact you tomorrow, Weds, to schedule a time.  
  Lastly Id add that if when we call you use inappropriate language with our employee again, the call will be terminated, and no service will be provided. 
  
  Please also understand that while I have no reason to believe you did anything wrong, the view applies to us too.  We are given a service request, that for whatever the reason didn't include a means to contact you.  The only thing we could do is attempt to find you at your house to provide the work.  Which is exactly what we did.  
  
  I hope that helps you see what happened more clearly, and I also hope that well be able to assist you quickly.  
  
  ***/Owner

• Initial Complaint

  Date:02/21/2024

  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.

  Bought a new washer in Oct 2022 with the added 5 year repair or replace warranty that I paid extra for. My maytag washer began making a grinding sound only during agitation/wash portion of cycle. Lid also randomly locks and unlocks itself multiple times during cycle. The first time a repairman came out he didn't bother running it through a full cycle. Only running it through diagnostic and rinse/drain cycle. He tightened my agitator and left. Immediately went to use washer and it was still grinding. Had them come back out again today. Prefilled the machine with water so they could see what it does during wash cycle. They promptly drained the washer and again ran diagnostic instead. Once again not hearing sound that I only hear during wash portion of cycle. I played my video where you clearly hear the sound during wash cycle and lid locking/unlocking randomly. One out of 2 immediately said it maybe a actuator and motherboard. Then when underneath and seen a oil leak from gearbox and think that is also bad. Then talking to them again speaking regarding my experience working on cars they also think the splines/gears aren't catching right. They said they have to submit for approval to get parts and replace everything. I've already spent 2 days off over 2 weeks trying to get my washer fixed. I have no clue how long it's going to take to get parts approved to replace and hopefully fix my washer. All I want is to get my washer fixed as fast as possible.

  

  Business Response

  Date: 03/01/2024

  Diamond Factory Service (DFS) received a request from the customers extended warranty company regarding service for his washer.  The appointment was scheduled for February 14.  When the technician arrived, he found that the agitator was loose.  He tightened and recalibrated the unit.  The unit was then operating normally.  The customer was not charged as this fell under the warranty.
  
  DFS received another service request stating that the washer was still grinding.  The appointment was scheduled for February 21. When the technician arrived, he found some slight oil in the splutch.  He ordered a gearcase, splutch, actuator and board.  Because the extended warranty requires the service company to get approval over a certain amount, the technician submitted this information to the extended warranty company.
  
  DFS received approval from the extended warranty company on February 23.  The parts needed were then ordered.  All parts needed were received on February 26 and we texted the customer to advise.  We then called the customer on February 27 and were able to make contact with him and schedule the return appointment for February 29.  At that appointment, the technician was able to install the parts needed and determine that the unit was working as designed.  There was no charge to the customer.
  
  Given that the unit is now repaired, we respectfully ask that this case be closed.
  
  Thank you.

  Customer Answer

  Date: 03/03/2024

   
  Complaint: 21325840
  
  I am rejecting this response because:
  

  The repairman completely ignored what I was telling him the first visit regarding the sound my machine was making when on a wash cycle as well as the lid having issues trying to lock as well as unlock. I observed him do everything, but run a regular wash cycle which was the only time I heard the grinding sound. He said the agitator was loose and tightened it then proclaimed it fixed before ******* out. I immediately ran it on a wash cycle and it was still grinding and lid having issues locking. Then I had to reschedule a 2nd visit for what should have easily been identified the first time by running a wash cycle. The 2nd visit a week later the original repairman and a additional one showed up. Again completely neglected to run the washer on a wash cycle. I once again played the video that I recorded on my phone. The 2nd repairman identified what he believed to be the culprit based off my video. They said they would order parts and left. Week 3 I was notified that the parts were in and scheduled the work to be done. The original repairman arrived and was replacing the parts. He once again proclaimed it fixed without running it on a wash cycle before leaving. I then once again ran it on a wash cycle. I don't hear the grinding, but now I have a rough sound compared to when I first bought it in October 2022, a tapping sound from underneath and a occasional boom that sounds as if someone banged on it. The lid lock also repeatedly clicks as it's having trouble locking before it finally locks. If they would actually run it on a wash cycle they could identify what is going on, but as they refuse to do so and try it again after claiming to have fixed it that I wouldn't have to keep scheduling them to come back. They've had to come for 3 weeks in a row now without actually fixing my washer.

  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/08/2024

  Technicians service 8 to 10 households per day so they don't typically have an hour to an hour and a half to run a complete wash cycle either before or after the repair. Most service calls have a forty-minute time allowance at most and looking at the tech's clock in and out and his GPS he spent an hour and twenty minutes in this house the last time out trying to make sure the machine was working before he had to move on to his next service call . The manufacturer has incorporated diagnostic cycles into the machine electronics so that when the technician completes a repair, they run a recalibrate cycle and a self-diagnostic test which steps through a shorter version of each phase of a normal wash cycle, if the machine completes these steps without issue or error codes then the machine is working normally, with that being said there are times when a machine may work perfectly when the technician is running it and then thirty minutes into the first or second cycle the customer runs, something starts failing. 
  
  
   As for the lock clicking, there is a safety feature on these machines that locks the lid, spins the basket, puts in small amount of cold water then unlocks the lid, pauses again, and then locks the lid and starts the cycle, it's a child safety feature. If there is a locking issue otherwise the machine will shut down and start flashing the lid lock light or error code on the control if it has a digital display.
  
  
  DFS has received no call from the customer or the extended warranty company concerning any issues since the last trip the technician made to the customer's house.

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21325840
  
  I am rejecting this response because:
  

  When the washer is prefilled and paused the technician would need less than 2 minutes to hear the sounds reported and observe the other issues stated.  This isn't my first washer nor first time having a appliance repairman come out in my lifetime. I can state for a fact that this is the only company that I have seen not run a washer to see exactly what the customer is complaining about. Even the technician from the company stated that often a water filled washing machine will perform differently due to weight than a empty washing machine going through a diagnostic mode. The lid lock is not just locking for the start of a cycle. The lid lock is repeatedly attempting to lock, failing and finally locking. Even the light shows that it's failing to lock multiple times. Then when it does lock if the cycle is paused it should unlock when the drum is not turning, but it fails to unlock. Even at the end of a cycle it tries to unlock multiple times before it finally unlocks. As someone who works on cars, fixed many appliances I have owned over the years and completed multiple types of repairs around the home as well as that had used a different appliance repair company prior when I didn't have time or things were under warranty I will state for a fact I have have zero confidence in this company to diagnose or repair my washer. Therefore I have not called the company to come back a fourth time as I would rather pay a actual trained/experienced technician I know of to come diagnose and fix it in one visit. As the diamond technician has refused to run my washer through a simple cycle, failed to diagnose/fix it and spent more time looking at the company's tablet trying to guesstimate what's going on than actually working on it. I can also state for a fact that the majority of the technicians time was actually spent sitting in the van before coming up to my house as I was outside waiting and sitting in the van again after leaving my house before driving away. If I didn't make my point clear I'll put it like this. I doubt that diamond could even pull my trashcans to the curb let alone actually fix a appliance. I will be calling a real appliance repairman out who I know is trained, experienced and that has done work for my family before. I am however out the $194.97 that I paid for a 5 year warranty, before I knew what clowns this diamond company was or that they'd be the only option for appliance repair through the extended warranty. Diamond definitely deserves the lowest rating possible and as you can see on ****** or other sites they are horrible. Whoever responded from their company can go f'k themselves!

   

  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/19/2024

  The customer has indicated that they no longer want Diamond Factory Service back out to their home.  Given the language they used and the insulting way they referred to Diamond as well as the fact that they no longer require our services, we respectfully ask that this case be closed.

  Thank you. 

  Customer Answer

  Date: 03/20/2024

  Diamond Factory Service LLC never bothered doing a proper evaluation nor fixed the machine under the extended warranty after being called out 3 times forcing the owner to hire a different appliance repair company out of pocket who actually ran the washer for a full washing cycle and repaired it in one ******************* learned is that Diamond Factory Service LLC is a fraudulent company with unskilled service people looking at tablets who merely are seeking to turn a profit from extended warranties while never actually fixing anything. If you look them up online you will also see everyone else that has gone through them due to extended warranties also has had the same poor experience.

• Initial Complaint

  Date:01/17/2024

  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.

  Tech visited Jan 16, **** and replaced light in frig top. I was told upfront visit is $125 and after he replaced part that the part is $93.00 (part sells for $17). Then he said total is $279.18 and I asked how did bill get so high in a 10 min visit, and he said that was his time plus tax added. I asked for a receipt and he said he'd email me one when he got in his van. No receipt emailed. I called the company and no receipt emailed. I called again this am and they said person who emails receipts is out sick. I would like a receipt for this repair. I think they ripped me off and I'd like to at the very least have a receipt so if the part does not work, I can get it replaced. He said labor is free for 90 days and part guaranteed for one year. So where is my receipt?

  

  Business Response

  Date: 01/26/2024

  Diamond Factory Service received a request from Whirlpool to service the customers refrigerator. The appointment was scheduled for January 16, 2024.
  
  Upon arrival, the technician found that the lights were not working.  He replaced the module and confirmed that the unit was working as designed.  The customer was charged $279.18 for the trip & diagnosis, part + tax and labor:
  
  Trip and Diagnosis:          $125.00
  Labor:                                   $ 55.00
  Part:                                       $  93.35
  Tax on part:                         $    5.83
  TOTAL:                                  $279.18
  
  The system sends out an automated receipt after the technician completes the repair.  We do not know why the customer wouldnt have received it. 
  
  The customer called in for a receipt on January 16 and 17.  This is a manual process so it can take a few days for another receipt to be emailed to a customer.
  
  In the meantime, the customer did a negative Yelp and ****** review as well as submitted this BBB complaint.
  
  The invoice was emailed to her on January 17 but it didnt have the labor and trip charge separated out. Another receipt was then emailed and mailed on January 19, which separated out the trip charge and labor.
  
  We respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:01/15/2024

  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.

  This company is horribly understaffed and are booking two weeks out: ******** claim opened December 19, 2023, initial diagnostics appointment ******* 2, 2023. Repairman ***** was awesome but did not have parts, made repair appointment for ******* 15, 2023.They cannot work under "******** Weather Conditions." Too cold and snowy and had to reschedule ******* 15 repair for ******* 30. Paid $50 for a driveway plow right before the "Maytag Repairman" cancelled.Completely unacceptable. I am sure it will be ******* in ******** on ******* 30 for my next appointment and they will have to reschedule for mid February and then it will be February in ******** to only reschedule again....I have lost $75 in laundromat fees and $50 on a plow I didn't really need yet.I am racking up expenses (currently at the tune of 20% of a new washing machine) because this company is understaffed.High call volume all day, their automated service just hangs up on you and they do not accept voicemails due to "high repair volume." Attempted to resolve this over the phone to see if they could get us in quicker. I obviously have no choice and need to resolve this through negative reviews on various online channels and BBB complaint in order to get communication from this company.Since we are almost 30 days from the initial warranty claim I would like an appointment, one where someone actually shows up, and have my washing machine fixed, within two days of this complaint. This is a reasonable request. I fear they will continue to cancel due to weather (it snows and is cold in ******** until March) before my warranty runs out (February.) If not, an acceptable resolution would be for reimbursement of my expenses due to their understaffing.Reading other complaints, it is apparent everything I have stated is a recurring issue with this company. Documents attached to show that my dates are accurate.

  

  Business Response

  Date: 01/26/2024

  Diamond Factory Service received a request for service from Whirlpool for the customers washer.  The appointment was scheduled for ******* 2, 2024.
  
  On ******* 2, the technician found that the unit was not finishing the cycle and found errors: F0E5 (off balance), F5E2 (lid lock fault) and F0E2 (over suds).  He found that the lock cycles but the unit does not read lock.  He also found that the hub was stripped.  He ordered the needed parts and scheduled the return appointment for ******* 15.
  
  Unfortunately, our area was hit with a winter storm on that day and the technician was not able to safely make it to his calls on ******* 15.  He rescheduled the customer for ******* 30.
  
  Customer left a ****** Angies List and a ****** Yelp review in addition to this BBB complaint. 
  
  We moved the customers appointment to ******* 25 and left the customer a message to advise.  The customer was unable to get through to our call center (we are short staffed between illness, funerals and maternity leaves as well as customers calling to reschedule due to weather related issues) so she updated one of the reviews with additional negative information and indicated that she would accept the appointment on ******* 25.
  
  According to the technicians notes, the customer cancelled the ********************** appointment.
  
  Given that the customer no longer requires our ************************** respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 a whirlpool fridge that is still under the 12 month warranty. Bought from ******************. Diamond is the service company responsible for my area per Whirlpool and I have been wtg to get fixed since 11/10/23! It is now 1/2/23. Whirlpool shouldnt use this service company because they are not reliable in my area and should not accept service work in *********. I am unable to get whirlpool to provide a new repair company because there is a work order open by Diamond. Dates:November 14 original scheduled and canceled by diamond. November 16 technician visited house ordered part and had to scheduled it to be installed- next visit set for November 27, November 27 technician installed controller, but did not fix the problem. (Not cooling). Diamond scheduled to come back out December 6 and he arrived and looked again and ordered another part and rescheduled install for December 18. December 18 tech came to the house and again unable to fix and thought said it was another part. He ordered (?) and Scheduled install for December 28, December 28 they canceled and rescheduled to January 4 and on January 2 Diamond called to say tech hurt his back and was not available until the 10th or 11th of January.. I asked if they had other employees they might be able to send to help and was told no. This was the only repair tech they had for my area. We are only 40 minutes away from ******************* but they had zero interest in sending another technician to help us. Each time they schedule we are put back another week. When is is unacceptable? I felt I was very reason but Im exhausted.

  

  Business Response

  Date: 01/12/2024

  Diamond Factory Service (DFS) received a dispatch from Whirlpool to service the customers refrigerator, which was not cooling.  The appointment was scheduled for November 14, however DFS did not have availability for that date and the appointment was moved to November 16. 
  
  The technician found that the lights were working but the fans were not.  He power cycled the unit and the compressor and fans started to work but then stopped running.  He diagnosed that a control would be needed.  He ordered the part and rescheduled the return visit for November 27.
  
  Upon the technicians return on November 27, he installed the part and confirmed that the unit was working properly and not shutting off.  He advised the customer that it could take ***** hours for temperatures to return to normal.
  
  DFS received a new dispatch from Whirlpool for the customers refrigerator, which wasnt cooling again.  The appointment was scheduled for December 6.
  
  The technician found all fans working.  He found that there was no frost and the compressor was only pulling .55 amps.  He contacted his supervisor to discuss.  Based on what the technician told him, it was determined that the unit had a sealed system issue.  The parts were ordered and the customer was advised that DFS would contact her to schedule the return appointment.
  
  The return appointment was scheduled for December 18.  A senior technician was dispatched to the customers home.  He found that the evaporator was packed with frost and the defrost element has no resistance.  He determined that the unit actually needed a new defrost element and HV board.  These parts were ordered and the return appointment was scheduled for December 28.
  
  On December 28, the technician scheduled for the appointment was sick an unable to work. The customer was advised of this as soon as DFS was made aware of this.  The customer was unhappy about it and told the customer ********************** representative that she was contacting Whirlpool for a different servicer but did schedule another appointment with DFS for ******* 4. 
  
  Unfortunately, the technician was out sick again on ******* 4 and the customer was rescheduled for ******* 11.  In the meantime, the customer submitted a ****** ****** review and also this BBB complaint. The customer must have also reached out to Whirlpool who then reached out to DFS for information pertaining to this customer.
  
  The senior technician who was out to the customers home on December 18 reviewed the file and determined that it would be best if he ran that call again.  He went out to the home on ******* 11 and replaced the defective parts and confirmed proper usage.
  
  At this time, the refrigerator has been repaired.  We certainly understand the frustration that the customer felt with the reschedules.  DFS is doing its best to repair our customers appliances while dealing with various illnesses impacting both technicians, managers and office staff.
  
  Given that this repair has been completed, we respectfully ask that this case be closed.
  
  Thank you. 

  Customer Answer

  Date: 01/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although my fridge was finally repaired I believe the service company should have more urgency in fixing broken appliances under warranty - we waited way too long and they didnt seem to care or show any sense of urgency. They should evaluate if they can adequately support southwest ******** (*********) in the future. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/05/2023

  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 was connected with DFS through my extended warranty company. My initial service visit was 11/9/23. My refrigerator was not cooling. The tech came in and never looked over the appliance. Simply said "it's the compressor". He explained this part is never stocked on the truck. He will need to come back. That was one week with out a refrigerator. Why does DFS ask what the problem is if they aren't going to stock the proper parts? I was told refrigerators get priority scheduling. Next appointment was set for 11/15/23. Tech called me and said he was sick so he couldn't make it. I was rescheduled for the following week, 11/21/23. That was the second week without refrigeration. Why did I get put to the end of the list because my tech was sick? I was told he is the only tech in my area. I live in the suburbs of *******, not rural middle *******. He is the only tech out of millions of people in my area? The morning of the third scheduled visit, I get a call on 11/21/23 that the tech won't be able to make it to my home. No explanation. I was rescheduled AGAIN for 11/28/23. That was the third week without refrigeration. Tech calls me the morning of 11/28/23 and tells me he can't make it because the part was not stocked on his truck. Nearly 4 weeks without refrigeration!! I took off work and rearranged my life to be home for each of the scheduled visits. Worst service I have ever encountered. No compassion from DFS. I finally told them to not come to my house for the last scheduled visit. I had no faith they would show up or they would do the repair correctly. I have told everyone that would listen to me to avoid this repair service company at all cost! Wound up buying a replacement refrigerator. DFS should reimburse me for the cost but I know that will never happen. They didn't care to come and fix my appliance, they won't care to replace it.

  

  Business Response

  Date: 12/13/2023

  Diamond Factory Service received a service request from the customers extended warranty regarding her refrigerator, which wasnt cooling.  She was scheduled for November 9.  At that appointment, the technician advised her that he would need to order the part and return to complete the repair.  Compressors are not stocked on the technician vans.  In addition, the technician needs to diagnose a refrigerator that isnt cooling, as it could be a number of things causing this.
  
  Unfortunately, the technician was sick for the next appointment and it had to be rescheduled. Repairing a no-cool refrigerator takes a specially skilled technician and several other technicians who work on refrigerators were also out sick.  Customer was rescheduled for November 21.  The technician was having additional health issues and was unable to run his route this day.  Customer then cancelled on the next appointment. 
  
  In addition to this BBB complaint, the customer also left a scathing 1 star review on Google.
  
  We struggle, as many businesses do, with staffing as well as employee illnesses but can certainly empathize with her as we know a refrigerator is a critical appliance. 
  
  We are unable to reimburse her for the new refrigerator she purchased.  Since she no longer has the original refrigerator, there are no further repairs we can handle for her. 
  
  We respectfully ask that this case be closed.
  
  Thank you.

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20963524
  
  I am rejecting this response because: Diamond is a completely unreliable company and consumers need to be aware of this. They replied that they only have a few specialty technicians to repair refrigerators but they were all out sick. Seems highly unlikely and, quite frankly, very suspicious. Diamond said they empathize with me regarding my lack of a refrigerator. If that were true, Diamond would have made a greater effort to get a technician to my home for repairs instead of rescheduling me and putting me at the end of the line every time they cancelled. I deserve some sort of compensation for the inconvenience that Diamond put me and my family through for nearly four weeks. My experience with this company is unacceptable and Diamond should not be allowed to conduct busin
  
  Sincerely,
  
  **********