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:11/09/2023

  Type:Product 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.

  If there was anything less than one star, these people would get it. Hands down, the worst repair service company I have ever dealt with.Technicians have been unprofessional and late. Repairs have had to be re-done. And, most recently, the drum to repair my washing machine was not ordered in August, 2023, then not ordered again in October, and finally (after over two months) went into backorder.I cannot reach a supervisor as their voicemail boxes are all full. There is NO contact email or other contact information other than their service phone number on the site. Have left many messages with many different people.I just bought a new washing machine and dryer so I won't ever have to deal with this company or its employees again.p.s. Still waiting on the refund for payment made when the washing was initially examined back in August, 2023.

  

  Business Response

  Date: 11/16/2023

  Hello ***********************,
  Thank you for sharing your concerns regarding the attempted repair on your washer.  
  
  Shortly after you submitted this we reached out to you but were not able to speak with you or leave a message because your voice mail was full.  
  
  My Supervisor in Milwaukee did call again today, and was able to leave a message.  You called him back later this AM.  While he was explaining to you how our billing processes work, shortly into that discussion you hung up on him so the conversation was never concluded.  
  
  I will reiterate what he was trying to explain for you here.  For repairs that are not covered by the manufacturer or an extended warranty, like most servicers we charge a fee to come out to your home and review your appliance.  That fee pays for our trip to your home, and the time the tech spends inspecting your product.  Based upon what is needed the customer directs us to proceed with the repair, ordering needed parts, or their deciding they want to replace the unit.   You asked that we proceed with the repair.  We billed for that service visit, and you paid for it. The tech noted that several parts were needed.  The tech requested those parts the day of the visit, and our buyer placed the order with our supplier the following day.  You noted that we didnt order the parts,which is incorrect.  Im not sure how you concluded that, but regardless,our systems date stamp activities which isnt anything that can be altered. Clearly stated is that the tech ordered the parts the day he arrived, and the buyer placed the order with our distributor the following day.  
  
  No different than quite literally any service provider (auto, plumbing, HVAC, etc) you might interact with, we are dependent on the parts provider shipping those parts to us.  We do not know what parts are needed until we arrive, so this isnt something we can look at ahead of time and predict.  Our obligation for the service provided is to come inspect your product, and order the part or proceed with the repair if we have the parts needed with us.  Nearly 100% of the time parts ordered arrive within a reasonable timeframe.  That is not an absolute.  As in your case,weve had problems getting the parts needed periodically.  I apologize for that, but it isnt related to anything we did or didnt do.  
  
  You were billed and you paid for us to come to your home and inspect your appliance.  We did exactly that.  We did not bill you for any labor related to a repair, or the parts themselves.  
  
  We didnt finish the conversation today because you hung up on us.  
  
  I hope you better understand what you asked us to do, what we did, and why the repair has not been completed.  Id add that often over the last few years many supply chains have been disrupted due to Covid related matters, but that really doesnt appear to the case here.  In fact Whirlpools parts systems are now performing better than they were prior to Covid.  
  
  You also noted when we called that the washer has since been replaced.  
  
  Again, I hope this helps you understand more clearly what happened.  
  
  We consider the matter closed.
  
  Best Wishes
  ***/Owner
  

• Initial Complaint

  Date:10/23/2023

  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.

  8/4 - Diamond comes out for a noise from my fridge when getting water - they tell me it's a water inlet valve and they will return in 2 weeks when they get the part.8/18ish - Diamond comes out and replaces the water inlet valve, problem not solved, they blame my water pressure.8/25 - Fridge hasn't been making ice and a small puddle of water under the fridge. I call Whirlpool and they send Diamond out for 9/12.9/2 - I notice another pool of water under the fridge and go to my basement - my ceiling of my shower below the fridge has water stains, I move my fridge and notice my floor has sunk 1/2 an inch in a corner where the fridge was leaking - I turn off my water and wait for Diamond to return.9/13 - Diamond comes out and verifies they didn't properly connect the ice maker water line and it was leaking every time it tried to make ice. I inform them it had been making a puddle and that it caused water damage to my home. I show the tech, he takes pictures, informs to follow up with Diamond. I call Diamond and am directed to a voicemail of a manager, I leave a voicemail.9/15 - I get an estimate on the water damage ($8,000 in ruined shower/ceiling) and I call Diamond again - get a voicemail, leave a message.9/18 - 3rd call time, same deal - voicemail and yet to receive any call backs.9/22 - 4th call and the same voicemail, call back and ask for an extension, I get ***'s extension and call and leave my 4th voicemail. 9/25 - Voicemail, no luck with answering.9/26 - Get ahold of ***, he says send over estimate and they will take care of it.(Sent the 29th)10/16 - Email asking the status, *** says he'll follow up.10/20 - Email asking AGAIN for updates, *** tells me I need to claim through my own ********************** and they'll discuss.I am filing with ************************** and calling Whirlpool as well. This is the WORST interaction I could have imagined, they REFUSE to take ownership of the damage and want ME to file a home owner's insurance claim.

  

  Business Response

  Date: 11/01/2023

  ****************
  I spoke with our Boston manager ***, and he indicated that he asked you to address this through your home insurance policy, which is typically how this is handled.  There are advantages to doing this, but I understand that you would prefer that we have our insurance provider work directly with you.  
  
  
  
  

• Initial Complaint

  Date:07/14/2023

  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.

  A technician came in to look at my Whirlpool dishwasher (7-12-23) leaking 20-ish minutes into the cycle. He tried to leave after 15 minutes saying it is not leaking. When he finally saw it leaking he told me the door seal I replaced from Amazon was no good and I needed an OEM seal. I reluctantly let him replace it. He then complained about being here more than an hour and would not wait to see if that fixed the leak before billing me. After he left, it leaked. When I opened the dishwasher, the door seal looked different. I verified from Whirlpool's repair website that the technician installed the door seal backwards. The flat side of the seal should be against the side of the tub and not in towards the inside of the dishwasher. I re-installed the door seal the correct way and the leak remains. When I called to have a different tech come back, they scheduled and then cancelled the day of the appointment(7-13-2023). They are refusing return calls from me requesting a refund for a door seal that was installed wrong and not needed anyway. I see from other reviews they seem to be quick recommend parts and not refund them when the part does not fix the issue. They are unprofessional in complaining how long a fix takes and not waiting to see if a repair fixes the issue. On top of that, it is unethical to not refund parts not needed and not return to fix the actual issue. I had another technician from a different company come in(7-14-2023). He also confirmed the seal was installed backwards and fixed the issue in a single visit. The lower spray arm.

  

  Business Response

  Date: 07/24/2023

  Diamond Factory Service (***) received a service request on July 11, 2023 from Whirlpool for the customers dishwasher due to the fact that it was leaking from the bottom front of the unit.  The service appointment was scheduled for July 12.   
  
  Upon arrival, the *** technician tested the unit and let it run for 30 minutes.  There was no evidence of any leaking at that time and he instructed the customer to monitor the unit.  The customer paid the non-refundable trip and diagnosis charge of $125.00.  When the technician was in the driveway preparing to leave, the customer stopped him and advised him that he noticed leaking. 
  
  The technician went back inside the house and found a drop on the floor and thought that the gasket may be leaking but couldnt verify this.  The customer opted to repair the gasket so the technician installed a new one for him and collected $157.23 for the part and labor: 
  
  Gasket:                 $68.14 
  Tax on part:$4.09 
  Labor:                   $85.00 
  TOTAL:               $157.23 
  
  The customer called *** after the technician had left and said the dishwasher was still leaking after the repair.  A service appointment was scheduled for the next day, July 13. 
  
  The technician was to be sent to the customers home on 7/13 and the customer stated that he wanted the seal that was installed by *** to be removed and the seal that the customer had purchased to be reinstalled and a full refund issued.   Customer was advised that the supervisor would be looking into this matter but if the only purpose for visit was to send a technician back out to replace the gasket in order to be refunded then *** would not be sending a technician out for that.  Customer advised *** that the supervisor had until 5PM to contact him and advised he would be contacting the manufacturer to complain about the poor service he received. 
  
  The supervisor contacted the customer on July 14.  He listened to what the customer had to say and then explained that the *** warranty is to repair the unit and not to refund.  He offered to send another technician back to the home to determine exactly what is going on with the unit at no cost.  The technician would then consult with the supervisor who would then be able to make a decision about a refund.  The customer was advised that the trip and diagnosis charge of $125 is not refundable.  The customer ended the call at that point. 
  
  The customer submitted a ****** ****** review on the *** ******** account.  He submitted a 1-star ****** review on the *** ******** account.  He submitted a 1-star Yelp review.  He submitted a review on Angies List (****). He also submitted this BBB complaint. 
  
  At this time, our offer still stands to send a technician back to the home to investigate the leaking issue. Until this is done, we are unable to determine next steps. 
  
  Thank you. 

• Initial Complaint

  Date:05/18/2023

  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 contacted ********** who connected me with Diamond Factory Service (DFS) who sent a tech who troubleshot and diagnosed the problem as a fan failure. He said he replaced the fan but the receipt shows I was charged for a dual evaporator wire and an evaporator motor which surely are more costly than a little fan. Nonetheless, he said it was fixed.The fridge temp never changed so I called back and a different tech was sent who confirmed the initial repair as ineffective and said there was another problem for which he had no parts and that it would take three or five days to get and install. This would leave me without a fridge in this hot weather for another week.I ordered a part and effected the repair myself. As such, I am due a full refund of $660.93. They've already credited the $8.50 sales tax they illegally charged in *************, a non-sales tax state.Receipts and documentation of the notification of dissatisfaction are attached.

  

  Business Response

  Date: 06/01/2023

  Diamond Factory Service received a service request from Whirlpool to service the customers refrigerator.  The appointment was scheduled for ***** 27,2023.  When the technician arrived, he found that the refrigerator temperature was 55 degrees and the fan was not working.  The technician replaced the fan along with the wire harness and it then started working.  The technician contacted Whirlpools technical support team to verify his actions.  The customer was advised that it would take up to 24 hours for the refrigerator to cool properly.
  
  Diamond Factory Service received another service request on ***** 28 indicating that the unit was still not cooling.  The appointment was scheduled for *** 3.  We dispatched a different technician who determined that the unit would also require a control board.  We have seen this issue in the past unfortunately,the board can short out the evaporator fan which then requires replacing the wire harness at the same time.  Upon hearing this information, the customer declined having ** order the control board.  The customer ordered and installed the control board and advised that the refrigerator is now operational.
  
  After reviewing this service history, Diamond Factory Service will not be issuing a refund and will consider this matter resolved.

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20076277
  
  I am rejecting this response because: Diamond Factory Service's (DFS) response clearly states that they never repaired the refrigerator.  The replaces a couple parts hoping it worked.
  
  It is suggested that the fan repair was effective.  **************** writes, The technician replaced the fan along with the wire harness and it then started working.  The it she referred to that started working was only the fan.  I noted to the technician at that time that there was no additional cooling noted.  While I understand that achieving the target temperature would certainly take time, cooling from 55 is easy to document immediately if it was occurring.  Within a few hours I phoned DFS to alert them that there was still no change in cooling.  In fact, it seems possible said repair caused the circuit board failure.  I had to wait another five days for another tech to arrive.  The service requested and payment was to REPAIR the refrigerator, not to visit, look at it, try replacing parts and hope for the best.  The refrigerator was never repaired by DFS.
  
  As such, this disposition is unacceptable and I do not consider this matter resolved.  It is my hope that DFSs Better Business Bureau rating reflects their unwillingness to resolve this acceptably.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/13/2023

  Our records indicate that your appointment was scheduled for ***** 27,2023.  On that date, the technician inspected the unit and found the refrigerator to be at 55 degrees.  The evaporator fan was not working, so the technician replaced the evaporator fan and wiring harness. After installing the new fan and harness, the fan started working.  A new service order was created on ***** 28, stating that the unit was still not cooling.  A different technician was dispatched to the customers home on May 3.  The technician determined that the unit needed a control board but was unable to determine if the fan installed was actually needed. At that point it would be normal for us not to be able determine if the fan replaced was actually defective. ************** believed that it was, and following Whirlpool protocols,proceeded accordingly.  By no means does it indicate that the fan and harness were not needed.  During that time the second tech also indicated that the unit needed a control board.  You declined our obtaining the part and installing that part for you.  Instead, you chose to buy that part and install it yourself.  That is certainly fine, but it does not negate the work we had done prior leading up to this, and again, it does not mean that the fan and wiring harness were not needed.  Nor does it negate the work that was done to that point in the repair process.  However, we will agree to refund the cost of both parts installed, and $233.50 of the labor charged. The total refund will be in the amount of $369.43 and will be credited to your credit card account within 14 days.  

  Customer Answer

  Date: 06/14/2023

   
  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:03/29/2023

  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.

  On 3/3/23, an initial appointment with Diamond Factory Service was initiated by Whirlpool upon my phone call stating that my refrigerator (and freezer) had stopped cooling. 3/8/23, two members from the diagnostic team at Diamond came to my home and inspected my refrigerator. They diagnosed that the compressor would need replaced. The team members stated that the part was in stock and that another team member would reach out within ***** hours to schedule the service. I paid $125 for the diagnostic to be performed at that time (3/8/23). The compressor was under warranty through Whirlpool, thus I was informed further service would be covered. On 3/13/23, I called to Diamond due to not receiving a phone call to schedule service and was told that the first available appointment was on 3/21/23. On 3/21/23, ***** from Diamond replaced the compressor in my refrigerator and stated that in 24 hours the unit should be ready to use. The following day, 3/22/23, approximately 24 hours later, the unit was not cool. On 3/23/23 I called Whirlpool to inform them of the unit not working after Diamond's repair and they informed me that Diamond would need to come out again and look at the unit to determine the problem, and that they would be in contact with the "experts" at Whirlpool to solve the problem. On 3/28/23, the diagnostic team from Diamond returned to inspect the refrigerator, and found that the freon had leaked out and the compressor was running at **** amps. The diagnostic team stated that the compressor would need to be replaced again, and that the leak was most likely caused by the technician incorrectly hooking up the compressor and ****************. On 3/29/23 I called Diamond to schedule this repair and speak with a supervisor regarding the issue. I was told by Diamond that the manager needs to inspect the compressor in the warehouse first, and the first available appointment was 4/4/23. I asked to speak to the manager/supervisor and was transferred to a voicemail.

  

  Business Response

  Date: 04/07/2023

  Diamond Factory Service (DFS) received a request from Whirlpool to service the customers refrigerator which was not cooling.  The appointment was scheduled for March 8.  Upon diagnosis, the technician found that the compressor was pulling 14+ amps and kicking out.  He ordered the compressor and advised the customer that DFS would call when the parts arrived.  He also advised that DFS would schedule the return visit with a refrigerator technician who specializes in these types of repairs. The customer paid $125 for the trip and diagnosis fee.
  
  The parts were received and the compressor inspected and the customer was scheduled for the return visit on March 21.
  
  The technician replaced the compressor on March 21.  He also evacuated and recharged the unit and considered the repair to be complete. The parts and labor were under manufacturers warranty so the customer was not charged anything additional.
  
  DFS received another request from Whirlpool for the customers refrigerator, which was not cooling again.  The appointment was made for March 28.  Upon diagnosis, the technician found the compressor running at .46 amps.  He contacted his supervisor who advised him to order another compressor.  The technician ordered the part and advised the customer that we would call her when the part arrived.
  
  The customer called DFS on March 29 to schedule the return visit.  The *** scheduled her for the next available date that she could find, which was ***** 11.  The customer was unhappy with this appointment date.  The *** was able to find a sooner appointment and the appointment was scheduled for ***** 4.  The customer asked for a different technician than she had in the past.
  
  The technician (a different one from before) arrived to the customers home on ***** 4 with the compressor.  He was very thorough in his assessment of the issue and ended up at the home for over two hours.  He found that the drier was restricted so he replaced it, and evacuated and recharged the unit but found it was still in a vacuum.  He determined that he would need nitrogen to blow down the evaporator and then replace the drier again.  Customer has asked that the same technician return to complete the repair.
  
  DFS will contact the customer when we have the equipment and part ready and will send the most recent technician to complete the repair.
  
  This response is being submitted before the repair is complete so that our response will be prior to the deadline.  We will update when the job is complete.

• Initial Complaint

  Date:02/13/2023

  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.

  Our Ice Maker on a Kitchen Aid fridge stopped working. Diamond came to our house recommended by Kitchen Aid. The first time we spent close to $400 and were told it was fixed but we needed a new water filter (they did not have one) before the repairs would come into effect. We bought the filter, waited 3 days, no ice. They came back a second time, the repairs person knew nothing abut the model, talked to someone at Kitchen Aid about a voltage problem. They fixed that and it still did not work. Then he informed us that we needed to buy a new Ice Maker Unit for $400, which he did have with him. Again we waited 2 days, and still no ice. We called back and spoke to a branch manager, who said they would get right over on a Monday from ****. We took another half day off, but then received an automated message that they would be here from **** which we could not take off. No response from them. So far we have taken 3 days off, spent $800, and have no ice. This company has no web site to communicate with by email, the call line is someone from ********, and they will not even share the full name of the branch manager. No idea where to go form here but be careful with this company as their is no real way to contact anyone with any real authority.

  

  Business Response

  Date: 02/14/2023

  On January 27, 2023 we inspected the customers refrigerator and found the unit iced up.  Several issues can cause this, one being that air is not flowing well inside the refrigerator.  We reviewed this with the customer and billed for the time at the home.  
  
  On February 7, 2023 we were at the home for an ice maker not working.  The ice maker was replaced and the customer paid for the repair.  
  
  On February 9 we visited the home again and have determined that theres a problem with the water supply to the refrigerator, or the water valve in the refrigerator.  The refrigerator is built in and we are not able to verify either without the refrigerator being un-installed first.  The customer is coordinating this and will contact us when that has been done for us to come back and inspect the unit and water supply.  
  
  A final determination will be made at that time regarding any monies due or to be refunded.  We anticipate that the refrigerator will be ready for us to review some time during the week of February 20.

• Initial Complaint

  Date:01/09/2023

  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.

  My 3 year old Whirlpool refrigerator quit cooling on or about Dec. 1, 2022. I was told I needed to go through a Whirlpool approved service provider in case it was the compressor or any of its components since they had a 5 year warranty. Whirlpool referred me to Diamond Factory Service. Diamond finally came to my home on Dec. 14. In less than 5 minutes the technician said it was a "starter switch" not covered under the warranty. I told him the person I talked to at Whirlpool said they thought it was the compressor when I explained what it was doing. The technician said it was not the compressor, changed the starter switch and the unit began to run. He charged me $274.90. Two hours after he left it quit working and was no longer cooling. I called Diamond the following day. I told the woman I wanted a refund since the technician misdiagnosed the problem and charged me for a part that I did not need. She told me I had to talk to a manager by the name of *****. She connected me to his extension and I left a voicemail as to what had transpired and I wanted a refund, and asked him to return my call. He never called. They sent another technician out on Dec. 20. Within minutes he told me it was the compressor that was bad. He said the parts and labor were covered under my warranty through Whirlpool. He would return on January 5 to do the work. I asked him about getting a refund. He also said I needed to talk to *****. I called ***** on 5 other occasions, asking him to please return my call. He never did. I then found the name and email address of the Owner/President of Diamond Factory Service. I sent him an email on January 5, explaining what happened and that I wanted a refund for what I was charged on Dec. 14. He has not responded to my email. His name if ***********************, ***************************************** Phone is ************. I've called several times and his voicemail is always full and I'm unable to leave a message. Please help me secure a refund.

  

  Business Response

  Date: 01/10/2023

  Diamond Factory Service (DFS) received a request from Whirlpool to service the customers refrigerator.  The appointment was scheduled for December 14, 2022.
  
  When the technician arrived at the home, he found that the compressor was not starting.  He replaced the start device and the compressor started up and continued to run smoothly.  The customer was charged $274.90 for the trip/diagnosis, labor and parts.
  
  On December 14, the customer contacted DFS because the fridge was not cooling again.  The return appointment was scheduled for December 20 with a different technician.
  
  When the technician arrived at the home, he found that the compressor had stalled.  He ordered a new compressor and scheduled the return visit for January 5.
  
  On December 21, the customer called to see if she could be refunded for the first service call. The customer was transferred to the ********************** Managers (*****) voicemail.  While we see that the customer indicates that she left many messages, ***** doesnt recall getting all of them.  He typically reviews the situation and waits until the service is completed to determine any possible refund status.  However, we agree that the customer should have been contacted to advise of this.
  
  On January 5, the technician replaced the compressor,evacuated and recharged system, and the refrigerator was working as designed. 
  
  The owner, ***********************, received the email from the customer and forwarded to the Operations Manager who had been out of the office.  Upon her return, she was reviewing the situation and while doing so, received the BBB complaint. The phone number the customer documented in her complaint is a DFS number that is not assigned to anyone so leaving a message is not an option.
  
  We will refund the customer $154.90 which is the cost of the start device and labor on the first visit. The trip and diagnosis fee of $120 is nonrefundable.
  
  We will wait to see if the customer accepts this resolution and, if so, will issue a refund check.
  
  Thank you.   

  Customer Answer

  Date: 01/12/2023

   
  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:12/30/2022

  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.

  Paid: $120 Paid this fee at first visit with the understanding that the Merchant would apply that fee towards the cost of of the part(s). The repair guy said the part was $400 something dollars or less, depending on which part it was to fix it and that he wasn't sure which part was bad, so he was going to order both. When part(s) came in, took some time to reschedule repair person visit, but once I did, guy showed up, was here for almost 2 hours or more, laid all his stuff all over the kitchen to work and then said he has the wrong part. He said he normally checks the part before he comes and this time he didn't and apologized. Also still unclear as to why he only showed up with one part and not two as he originally stated. More time went buy, finally called for follow up, we're now in September only to find out that the "universal" part is not completely universal and that they cannot get the part from Whirlpool. The part is available to buy, but they will not complete the repair if I get the part myself and will not complete the repair if they cannot get the part from Whirlpool. So they basically took my money to apply towards a repair that they could not do. It wasn't until Nov 8th that I finally got an invoice/receipt for the original $120 that I paid. When the guy first charged my card, I didn't get anything from him for paying that amount. I want them to either complete the repair they promised or refund my $120 so that I can pay someone else to do the repair.

  

  Business Response

  Date: 01/11/2023

  On **** 13, 2022, Diamond Factory Service (DFS) received a request from Whirlpool to service the customers oven.  The appointment was scheduled for **** 16.
  
  The technician diagnosed that the oven needed a new control and provided an estimate for the repair. The non-refundable trip and diagnosis fee of $120 was collected from the customer and the part was ordered.
  
  Upon receipt of the parts, DFS contacted the customer and scheduled the return appointment for July 19 with a time frame from 1:00-4:00.  The customer approved this appointment.
  
  When the technician arrived during the appointed time frame, the customer was not at home. There was no answer when the technician tried to call the customer.  He tagged the door that he had been there and left a message on the customers voicemail.
  
  The customer called back on July 27 and the appointment was rescheduled for July 29.  The customer had requested a morning appointment but unfortunately DFS was not able to schedule a morning appointment.  When the technician arrived, the customer was not there for the appointment and said they needed a morning appointment. Customer stated they would contact the office to reschedule.
  
  DFS had not heard from the customer so we contacted them on September 2.  On September 9, we contacted the customer again and asked that they call us back by September 18 or we would assume service was no longer needed.
  
  On September 21 the customer called to schedule.  We still had the parts so we were able to schedule a return appointment for September 29.
  
  When the technician arrived, he found that the part he ordered was not correct.  It was the right part number on the box but the wrong color.  The technician reordered the part and scheduled the return appointment for October 17. During the visit, he laid his tools out on a protective blanket so he would not damage the customers home.  This was a large wall oven and the technician took a lot of time to try and repair the unit, but unfortunately the part is not available.
  
  On October 13, the customer called asking why it was taking so long to get the part.  The *** reached out to the Service Manager who found that the needed part was different than what the technician had ordered.  He advised the customer that unfortunately the part was no longer available. 
  
  Customer asked for a refund but this was denied due to the fact that the trip and diagnosis was completed and that fee is non-refundable.  DFS has no control over parts availability and/or when a part is no longer available.  The $120 fee covered the time involved with the technician visit and his diagnosis. No labor was charged nor was any amount charged for any parts.
  
  The Service Manager indicated that he had talked to the customer and explained that the $120 was for Diamond to come to the home to diagnose the unit.  It turned out that this appliance had an older version of the control that was ordered and that the correct control is no longer available.  He also explained that, unfortunately,servicers have no input on when a manufacturer stops making parts for an older unit.  He apologized that the initial control that was ordered was not the right one for her unit.  He told her that she might be able to get a part online and have someone else install it for her but Diamond has to use genuine manufactured parts from Whirlpool.  
  
  DFS will not be providing a refund to the customer.
  
  We respectfully ask that this claim be closed.
  
  Thank you.

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18663817
  
  I am rejecting this response because: 

  I'm trying to follow up on Complaint ID: ********. The information provided by the merchant is untrue and they do not have anything to substatiate it. And I'd like to reply to the case. The merchant did NOT recommend anything to me, that was all my investigation on my own. I'd like to speak to someone about reopening this please. Thank you.

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

  

  Business Response

  Date: 01/30/2023

  We have further reviewed this complaint and our initial response.  Our response was a thorough documentation of our thoughts on this matter and our review provides no new information that changed our response.  There will be no refund issued.

  We respectfully ask that this case be closed.

  Thank you. 

• Initial Complaint

  Date:12/28/2022

  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.

  Purchased a Maytag Washer from Lowes in March of 2022. On December 14, 2022 the unit tripped the breaker and would not cycle on from them. I contacted Maytag due to it being under a year old. Maytag stated there was a quality recall on and it would be no charge and all it needed was a software update but could not get me in until December 29, 2022. No problem, I call to confirm my appointment with Diamond Factory Service and they stated the appointment was cancelled for "no reason given" and i would have to contact Maytag again and there is nothing can be done. Extremely rude and unhelpful. I am still without a washer.

  

  Business Response

  Date: 01/05/2023

  On December 28, Diamond Factory Service (DFS) received a service request from Whirlpool to service the customers washer.  The appointment was scheduled for ******* 13,2023. 
  
  On December 29, a Whirlpool representative contacted DFS to cancel the appointment and stated the customer was being scheduled with a different servicer.  An electronic cancellation was then also sent by Whirlpool.
  
  The customer contacted DFS on December 29 (about 25 minutes after the Whirlpool representative canceled the appointment) and stated that Whirlpool promised there would be an appointment for December 30.  Our assumption is that the promised appointment was with the alternate service company.  Customer demanded to speak with a manager and left a message.  In the meantime, the manager received the BBB complaint so contact with customer is through this complaint.
  
  We do not have a current appointment scheduled with this customer.  Whirlpool cancelled the appointment with DFS.  We suggest that she contact Whirlpool to schedule a different servicer. 
  
  DFS has not been to customers home at all and since there was no repair started by us, we feel the customer would be better served by using a service company that has not received a BBB complaint from her.
  
  We respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:12/07/2022

  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 was hired to repair my fridge. Was told it needed a computer board and a compressor. After waiting the extreme amount of 5 months for parts I finally get notified theyre in. After parts finally arriving and then sending the technician out to repair it the technician was here for 4 hours for what was said should have taken 2 hours. The technician was not able to properly solder the parts correctly and took more time working on that than anticipated. After it was said it was completed it was said that I had to wait 24 hours for the fridge and freezer to cool. After waiting a full 48 hours nothing again was working in the fridge, not cooling at all. Upon calling the company to let them know this, I was told they would not be sending anyone else out to finish the job of repairing the fridge even though it was their repair job from the beginning.

  

  Business Response

  Date: 12/08/2022

  Diamond Factory Service (DFS) received a request from Lowes to service the customers refrigerator.  A technician was dispatched to the customers home on 7/27/22. 
  
  The technician found that a new compressor and control board were needed.  He ordered the parts and advised the customer that DFS would contact them when the parts arrived.
  
  The customer called on 8/9 and 8/30 to check on the status of parts and was advised that we were still waiting for them.
  
  We received parts on 11/9 and inspected the parts to ensure they were correct and in good condition.  Once that had been done, we contacted the customer on 11/10 and the customer was scheduled for 11/16.  On the day of service, the customer informed us that he had an emergency and needed to reschedule.  The appointment was rescheduled for 12/2.
  
  The technician returned to the customers home on 12/2 and installed the parts and advised the customer to wait 24 hours for the temperatures to level off.
  
  DFS processed the claim through the Lowes extended warranty program (as is standard practice) and after that had been done, it appears that the customer contacted DFS again due to the unit not working.  We referred them back to their extended warranty company because it is required that every service request go through them customers cannot schedule directly with the service company.
  
  On December 7, the customer submitted 1 star ****** and Yelp reviews as well as a BBB complaint.  The wording for the ****** review (which is the same for Yelp) is below:
  
  DO NOT choose this company to do ************. From the beginning this company has had the utmost worst customer ********************** I have ever experienced. From the communication of parts being on back order Ive been left out of the loop and even hung up on by ****** the woman taking the incoming calls. After 5 months of patiently waiting for the parts to come in they finally send someone out to repair the fridge/freezer. The technician sent out took 4 hours to complete a 2 hour job even after admitting his was having trouble himself with the soldering job. He left saying to give it 24 hours to start cooling again. After 48 hours it was still not cool.Called the company back to let them know that the fridge was still not working.The oh so wonderful ****** was ***** in letting me know no way no how they were going to be sending anyone out to finish the job. So after 6 months and shotty work Im still left with a fridge/freezer that does not work. Whether the didnt fix it properly or it was misdiagnosed, this company is incapable of communicating, any kind of decent customer **********************, or repairing the appliance they advertise in repairing. STAY AWAY FROM THIS COMPANY AT ALL COSTS
  
  Given that the customer is so unhappy with our ********************** that they submitted reviews to Yelp and ****** as well as this complaint to the BBB, we feel that it is best for the customer to have Lowes send a different ********************** company.  DFS would not be comfortable going back to the home given the extreme reaction to Diamond Factory Service. 
  
  We respectfully ask that this case be closed.
  
  Thank you.