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:11/21/2022

  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.

  I had Diamond Factory Service come to my house on October 26, 2022 to fix an ice maker on my two year old whirlpool refrigerator. The technician, ****, came in, pushed some buttons on my fridge and told me the ice maker would need to be repaired. He said it would cost me $350 out the door including labor and parts. The ice maker finally came in and **** was supposed to arrive Saturday, November 19 between ****. He arrived at 12:15 with the ice maker and installed it. While reinstalling the ice maker, he determined that there was another part that needed to be replaced and said it was a $50 part. He then charged me $77 for a $50 part. It is now Monday, November 21, and there is no ice. By the way, I never received any invoices so I'm doubtful that the warranty on parts and labor will be valid. In reading how to diagnose a problem with an ice maker, all the instructions say to check water lines, check water valves, check other things. But my technician who is about to retire just wanted to push buttons and charge as much as he could. So I'm out $400 and still don't have a working ice maker. I called this morning at 7 a.m. and after waiting on hold for a half hour (where I was initially 2nd in cue but somehow moved to 3rd in cue), I finally got a customer ********************** person on and told her I basically lit $400 on fire by working with them. She put me on hold, came back and very quickly told me I am scheduled for November 29th and would be on a wait list for cancellations... and hung up. Didn't even check to see if I would even be in town on the scheduled date. I want my money back because honestly I don't trust that this company is capable of fixing this issue and their customer ********************** people are rude. I can't believe Whirlpool attaches their name to these swindlers.

  

  Business Response

  Date: 11/29/2022

  Diamond Factory Service (DFS) received a service request from Whirlpool to work on the customers refrigerator.  The appointment was scheduled for 10/27/22.
  
  The technician found that a new icemaker was needed.  He charged the customer $120 for the trip charge and advised that DFS would contact her when the part arrived.
  
  Once the part was received, DFS contacted the customer and scheduled a return visit for 11/19. He installed the new icemaker and heater.  Customer was charged $277.91 for parts and labor.
  
  Customer contacted DFS on 11/21 and a return call was scheduled for 11/29.  The customer called back and talked to a different agent stating the previous CSR had hung up on them.  Customer also asked for a different technician for the next appointment. Unfortunately there was no other refrigeration technician in that area so they accepted an appointment with the previous technician. 
  
  The technician went out to the customers home on 11/29 and found that another icemaker was needed. The part was ordered and customer was advised that DFS would contact them when the part arrived.  Unfortunately there is no ETA that can be provided. DFS has no control over part availability.  The customer would need to contact Whirlpool for information on the part. 
  
  At this time, we are waiting for the part to come in so we can complete the repair.  Since the icemaker had been previously replaced, there would be no charge for the part (there is a one year warranty on a part) or the labor involved.
  
  Given that we have the part on order and will contact the customer when it arrives, we respectfully ask that this case be closed.
  
  Thank you.

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18447024
  
  I am rejecting this response because: It is December 28th. My original service date from this company was October 26th for an ice maker in a two and a half year old Whilrpool refrigerator. They replaced the ice maker November 19th. It didn't make single piece of ice. They came back out November 29th and said the ice maker is broken. I have been waiting since then for a new ice maker. I just called to find out the status, and the company said I haven't paid for the ice maker even though I have paid $400 already. I would like all my money back. They can't service this refrigerator and they are lying about whether I have paid.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/05/2023

  Date Sent: 1/5/2023 2:45:59 PM
  This is the second BBB complaint from the customer regarding the same issue.  Please see response from November 29 for history on this complaint.
  
  Since that time, the part arrived and we contact the customer to schedule the technicians return visit.  The technician went to the customers home on January 4, 2023 and replaced the icemaker again. He tested the unit and found that it was working.  The repair has been completed.
  
  We respectfully ask that this complaint be closed.
  
  Thank you.

• Initial Complaint

  Date:11/18/2022

  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.

  I was forced to use this service from whirpool. After waiting months for the part to arrive. They refused to replace the part because it was in the ********* will never use this service again. And they are rude and have no respect The tech came to house angry from the start. Makes sense now. Dont use them for refrigerator repair

  

  Business Response

  Date: 11/22/2022

  Diamond Factory Service (***) received a request from Whirlpool to service the customers refrigerator on 8/8/22.  When the technician arrived, the unit was unplugged.  He plugged it back in and the compressor locked up.  He indicated that the system must have leaked freon and burned out the compressor.  He ordered the parts needed (compressor, couplings and tube) and advised the customer we would contact them when parts were received to schedule a return visit. 
  
  Parts were received and the customer was scheduled for the return visit on 11/18/22.  Upon arrival, the technician found that the refrigerator was in an unheated garage. The customer was unhappy with this and called into the *** call center.  The CSR suggested that she move the refrigerator inside, which she had indicated she planned to do.   
  
  *** cannot work on any refrigerator in an unheated garage during the winter. Per Whirlpool, for the refrigerator to properly function it needs to be in a room with a constant ambient temperature of at least 55 degrees.  
  
  The customer contacted *** and asked that we mail the parts to the customer.  Unfortunately we cannot provide the parts to the customer.  The parts would need to be installed by a certified Whirlpool technician.  We advised the customer that the unit would need to be in a *********** and once this is done, they can contact *** to reschedule the appointment. 
  
  *** is happy to complete the repair for the customer once the refrigerator has been moved into a heated area. 
  
  Given that we are willing to service the refrigerator under Whirlpools parameters (inside a ***********), and the fact that we are just waiting for the customer to move the unit and contact ***, we respectfully ask that this case be closed.  

• Initial Complaint

  Date:11/08/2022

  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.

  sept. 29 I called for service on my Whirlpool refrigerator not working. It took over 2 weeks for a service tech to come out. They told me they only had 1 tech. then 2 came to my house and said they needed to order the parts.finally nov 4 they got the part and scheduled to come nov 8. I was given no instructions prior to the appt. The tech came and told me he couldn't replace the part because there was a block of ice in freezer. There is ice, not a block. the guys who came the first time removed the ice, this guy said he couldn't. I asked if we could use my hairdryer. He said it would damage the freezer. If you ****** that, it says it is safe to use a hairdryer. I got a little upset since I have been without a working refrigerator since sept 29. He didn't like my tone. I asked for his supervisor name and #. He refused. Insisting to leave. Now they won't service me and Whirlpool says I have to wait 8 days for them to find another service *** So I will have to go through the same process. I have an extended warranty through Lowes but they won't help because it's under manufacturer warranty. My refrigerator is 6 months old. This is terrible that it would break so soon and then I have all this trouble to try to get it fixed.

  

  Business Response

  Date: 11/11/2022

  Whirlpool dispatched a service request to Diamond Factory Service (DFS) for the customer.  An appointment for their refrigerator, which was not cooling, was scheduled for October 14, 2022.
  
  On October 14, the technician confirmed that the unit was not cooling and found an open defrost thermistor.  He ordered a new thermistor and harness and advised the customer that DFS would contact them when the parts arrived.  He also advised the customer that the unit would need to be turned off for 24 hours prior to the next service appointment.  This will ensure that the unit was defrosted so the technician could complete the repair.
  
  The parts arrived on November 4 and we contacted the customer that day to schedule the return appointment which was then scheduled for November 8.
  
  On November 8, a different technician was dispatched to the home and found that the unit had not been defrosted, which is necessary to perform the repair.  At that point the customer became very angry and hostile toward the technician.  She grabbed the leash of her dog who had been lying on the floor and pulled the dog beside her and blocked the technician from leaving.  He asked the customer three times to move and finally told the customer that he would contact the police if necessary and then the customer moved out of the way.  
  
  On November 8, the customer contacted DFS and wanted to speak with a manager.  Unfortunately, the Service Manager was not available at that time. The customer then wanted to reschedule but the *** had reviewed the file and was unsure that we would service the customer again.  The customer was told that the ********************** Manager would need to review the file and talk with the technician.
  
  On November 8, Whirlpool also called to get an update on what had happened.  The *** advised of the notes in the file.
  
  Our technicians safety and well-being is a priority to Diamond Factory Service.  We do not feel comfortable sending a technician back to this customers home.  We would suggest that the customer contact Whirlpool for a different servicer.
  
  We respectfully ask that this case be closed.
  
  Thank you.

  Customer Answer

  Date: 11/11/2022

   
  Complaint: 18377498
  
  I am rejecting this response because: This is not what happened. I did get upset because the 2 guys prior got rid of the ice and this guy wasn't even going to try. I was not told to defrost the refrigerator. I did not pull the dog between us. I was asking him for his supervisor's name and number and he refused. I happened to be in front of the guy. I knew this guy would exaggerate the situation. For them to say it's not safe to come to my house is absurd. I am a very friendly, nice person. I got a little upset, that's all, because my refrigerator has been broken since Sept. 29th. This guy shouldn't be in the service business if he can't handle someone who has a legitimate reason for getting upset.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/17/2022

  Diamond Factory Service stands behind our original response.  The safety of our technicians is our priority so we will not be servicing this customer.  We suggest she contact Whirlpool for a different servicer.  

  We respectfully ask that the safety concerns we have regarding this situation be taken into account and the case be closed.

  Thank you.

• Initial Complaint

  Date:10/27/2022

  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.

  Our Maytag washer (about 3 years old, under warranty, and has had a previous issue) broke on August 30th which forced us into an unacceptable relationship with Diamond Factory Service. For three months, we have had several failed attempts - on their behalf - to solve this problem. To be more specific, one visit the tech didnt have the right tool - reschedule more than 2 weeks out. Another visit, tech didnt have the right part - another reschedule. But he broke a pipe which resulted in an emergency visit from the plumber at our expense. After waiting over a month for the correct part, numerous voice mails, more calls to customer **********************, we FINALLY get an appointment. After yet another day taken off work to wait for the tech, he has an emergency and has to cancel an hour before he was to be here another reschedule a week and a half out! One would expect to be next in line for our appointment, but nope They dont work that way and it is not logistically possible to put us next in line. Phone calls to customer ********************** resulted in more excuses ranging from they just increased their area coverage, theyre short handed, delays in shipping, and there is nothing more they can do. My husband takes yet another day off of work. The techs come by, claim the machine is fixed. Wait! You left a part in the basement. The back of my van is so full. Can you get rid of it? Alrighty. But theres more one load in and the machine is NOT fixed!! Another call to customer ********************** in an attempt to get the techs back here. Their work day is over and theyve turned off their work phones its only 2pm!!! No worries, they can reschedule us for NEXT WEEK! So we wait for the supervisor to return our call. We understand that some of the delay is a lingering effect of the pandemic. However, the majority of this fiasco is on Diamonds lack of customer ********************** and poor business practices. We certainly will not be recommending them and will be more than eager to share our experience.

  

  Business Response

  Date: 11/01/2022

  On August 31, 2022 Diamond Factory Service (DFS) received a service request from Whirlpool to service the customers washer.  The appointment was scheduled for September 16, 2022.  The customer contacted DFS on August 31 and asked for sooner service.  DFS had an opening for the next day and the customer accepted.
  
  The technician found that the washer had a shifter fault.  He found oil leaking and the transmission very hard to turn.  He determined that it needed a full gearcase repair.  He ordered the 5 parts that were needed and flagged the repair as one needing extra time to install the parts.  The customer paid the trip and diagnosis fee of $120.00. Whirlpool had provided an authorization for any parts costs.  The customer would be responsible for trip/diagnosis fee along with any labor costs.
  
  The parts arrived on September 7 and we contacted the customer to schedule the return visit.  The appointment was scheduled for September 9. It looks like something happened with that appointment and DFS needed to reschedule.  The next appointment was scheduled for September 13.
  
  The technician found that the basket seized and would not drop on transmission shift.  The unit will need a basket and possibly a tub. While the technician was working, he broke the suspension rods.  He ordered the basket, tub, suspension, rotor and agitator.  Due to the extensive nature of the repair, the technician contacted the Service Manager and received approval to have an additional technician help on the return visit.
  
  The customer called in to state that she was unable to get a return call back from anyone about this repair.  The Service Manager left a voicemail for the customer on September ***************************************************************** DFS would call to schedule.
  
  The Service Manager called the customer on October 6 and left message explaining that DFS was still waiting on a part.  He left his direct extension for the customer to call.
  
  On October 11, DFS received the tub but, upon inspection,found it to be damaged and reordered it.  DFS received another tub on October 13.  The Service Manager inspected it and found it to be good.  The return visit was scheduled for October 18 with two technicians and extra time to complete the repair.
  
  The lead technician on the repair had a family emergency and was unable to work the day of the customers appointment.  DFS left a message to advise the customer and let them know that they had been given the next available appointment (a job requiring coordination of two technicians) which was October 27.
  
  The customer called on October 18 after receiving DFS message and stated that he is tired of the Service Manager not returning calls,tired of part delays and tired of dealing with DFS and just wants his washer repaired and disconnected the call.  The customer called later that day asking to be moved up on the schedule.  The *** advised that they were on the cancellation list and would be contacted if something opened up for an earlier appointment.
  
  The Service Manager called the customer on October 19 and apologized and stated that we would call him if something opened up sooner.  The customer was not happy but accepted.
  
  On October 27, the technician installed parts, ran a test cycle and found the unit working as it should.  The customer called several hours later and stated that the washer is still not working. The *** scheduled the appointment for November 3, which was the soonest date she was able to find.  The customer suggested that she contact the ********************** Manager, which she did, but was unable to get in touch with him.  The *** left a message for the Service Manager regarding the situation.
  
  DFS was able to scheduled the customer for October 31.  The technician went to the home and the customer told him that they had cancelled the call and were unhappy with the whole situation.  The technician did no additional work.
  
  DFS assumes that the customer changed their mind about any additional repairs on this washer.  This complaint is dated October 27 and on October 31 the customer advised the technician that the appointment was cancelled. 
  
  We respectfully ask that this case be closed.
  
  Thank you.
  
  

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18324235
  
  I am rejecting this response because:

  1. DFS failed to acknowledge that on the second call the technician claimed he did not have the correct tool to make the repair so it was not completed at that time and we had to call to reschedule.  2.) During his visit, a pipe was broken loose on the stationary tub next to the washing machine. It was later that night that we found water on our basement floor which resulted in an emergency plumber visit at the cost of $150. 
  3.) *******, the service manager, was called several times for an update/return call. No return contact was made until several calls (sitting on hold for over a half hour numerous times) were made to customer **********************. 
  4.) On October 28, the techs came mid morning and worked on the machine, left claiming it was fixed, left their parts in the basement and said, Do with it what you want. My truck is so full, I have no space for it. 
  5.) A load was then started, and within minutes it was done and the machine was making a horrible clunking sound. Customer ********************** was called immediately and with no success contacting the technicians or service manager, we were told they were done for the day it was 2pm. 
  6.) Customer ********************** left a voice mail later in the day regarding coming on 10/31 in the morning. We called and left a message cancelling as we could not take yet another day off of work. 
  7.) After contacting Maytag - yet again - with our frustration with their chosen repair service, they agreed to buy the broken machine for a significant lesser value and will be investigating the repairs, or lack there of. 
  

  We are asking for DFS to reimburse us for the emergency plumber visit of $150. At that point, we will consider this complaint closed. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/22/2022

  A check for $150 was mailed to the customer on 11/18/22.  We ask that this case now be closed. 

  Customer Answer

  Date: 12/05/2022

   
  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:09/26/2022

  Type:Order 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.

  May 13th Diamond Factory Service came out to service two Kitchenaid refrigerators and two Kitchenaid convection ovens. The techs told me for all appliances ( two Kitchenaid refrigerators and two Kitchenaid convection microwave ovens) the service fee was $300 which would go towards the rate. It's been months of me calling and I could never get get pass their automated phone system. It 100% hung up on me. On August 11th they sent me a letter saying my parts are in. I called again but went through sales this time as spoke with ***** who never asked me to schedule a date for repair. But through our exchange said the $300 I paid for the service call and that's nonrefundable. I said I still need the service but for one refrigerator instead of two. I was told by his tepsThat's we he said that the $300 would go towards the services. O new it was a scam because they insisted that i pay by check and not my credit card. I can't dispute my check.

  

  Business Response

  Date: 10/03/2022

  Diamond Factory Service received a request from Whirlpool to repair the customers appliances.  We received information on a microwave and refrigerator.  Whirlpool quotes our initial fee to customers and should have advised the customer that the trip and diagnosis fee is $120 for the first appliance and $60 for each additional appliance.
  
  The technician was dispatched to the customers home on May 13, 2022.  The customer advised him at that appointment of two other appliances that were to be diagnosed.  He entered those into the system making it a total of four appliances to diagnose.
  
  He ordered parts for three of the units and found that the fourth unit needed a part that was no longer available.  He advised the customer that we would call her when we had received the parts.  She was charged $120 for the first appliance and $60 for each of the other three appliances, for a total of $300.
  
  The technician that was in her home has been with Diamond Factory Service for over 14 years and knows that our trip and diagnosis fee has never been applied to labor costs.  This fee is non-refundable as it is the cost for the technicians time and expertise in diagnosing the issue.  We do offer a lesser fee for the additional appliances.
  
  When we received all needed parts for the repairs, we attempted to reach the customer.  Below are the attempts we made:
  
  7/12/22                Called ************ and left message to call us to schedule.
  8/11/22                Same as above.
  8/11/22                We also sent a letter to customers home asking her to call us by 8/25 or parts would be     returned.
  9/2/22                   After no call from the customer, we returned the parts to the distributor.
  
  We made two phone attempts and mailed a letter to customer.  Our call center is quite busy and it does allow a person to stay in the queue for 15 minutes and then advises them to call back due to high call volume. However, we do offer an option while a customer is on hold to leave a call back number and our system will save their place in the queue and call them back.  Our customers have found this to be a great option when trying to reach us. 
  
  At this time, we are happy to reorder the parts and schedule a return visit.  We will not charge her any additional trip fees she would just be charged for the parts and labor. 
  
  We thank you for the opportunity to respond to the customers complaint and respectfully ask that you close this complaint.
  
  Thank you.

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18129596
  
  I am rejecting this response because: 
  
  Sincerely, because this was not what the representative told me. ******* said he'll contact me in 2 weeks with a update on the status of my order.  He talked about orders being on back order due to Covid-19. He reassured me the $300 payment would be applied to the completion of the order.  He proceeded to say write him a check even though his cell phone could take payments. This was a red flag because he new he wasn't coming back therefore I couldn't dispute the charge.  Also he didn't provide me with an invoice.  He made up an excuse as to why he didn't have one.  My question is where is the invoice with there policy and my signature? I want ALL OF MY MONEY BACK!
  
  ***********************

  

  Business Response

  Date: 11/03/2022

  Unfortunately we never received a request for additional comments.  The only communication was an email advising us that no response was needed at this time.  

  We have offered to reorder the parts for the customer and we still stand behind that offer.  We are happy to get that process started as soon as possible.  There would be no additional trip/diagnosis fees for her.

  Please advise the customer that she can contact us at ************ to continue with the repair process.

   

  Thank you.

• Initial Complaint

  Date:09/13/2022

  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.

  I purchased a Kitchenaid fridge and the product was defective out of the box. I immediately scheduled service with Kitchenaid Customer ********************** who dispatched Diamond Factory Service (DFS) for repair. They determined that a compressor was broken and needed to be replaced on March 7th, 2022. Since the first service date I have not received any timely updates and I have had to personally spend hours on hold to get an update. I had them escalate the issue on 7/7. When the part was finally available, ********** shipped it to DFS who lost the part and claimed ********** did not send them anything, though tracking was provided and signed for on 7/20 by DFS. I called DFS on 8/22 after more waiting who told me it is my responsibility to call kitchenaid to get them the part. Unbelievable. Diamond Factory Service has been atrocious to deal with. Their customer ********************** is very rude and they provide no updates and keep telling me to call kitchenaid to get a part reordered. i want my parts ordered & fridge repaired without ME, the customer, having to hand hold them.I have been waiting since MARCH, over 6 months with no resolution.

  

  Business Response

  Date: 09/14/2022

  Per Whirlpools request, Diamond Factory Service (DFS) dispatched a technician to the customers home on March 8, 2022 to look at their refrigerator which was not cooling.  The technician found that there were eight parts needed, including fittings, valves and a compressor. 
  
  Unfortunately, all parts were available except the compressor, which was on backorder with the parts distributor.  Whirlpool is still experiencing issues within the supply chain and some parts are still difficult to locate.  The customer contacted us in June and July for an update.  We did not see any availability at our distributor so the request was escalated to Whirlpool for assistance on July 7, 2022.
  
  During July and August there were numerous calls between the customer, DFS and Whirlpool in reference to the compressor.  It appears they may have sent the compressor to us but had indicated that the part was for a different customer (who was also waiting for the same part) so we had to escalate it again.  This was done on September 9, 2022.
  
  Whirlpool has 10 business days to locate the part.  After the 10 days, DFS can contact them for the next step.  That would mean DFS can contact them no earlier than September 26, 2022.  The Operations Manager will watch this account and, if DFS hasnt received the part within that time, she will call Whirlpool for information. 
  
  We certainly empathize with the customer on the numerous delays and the issues with our inbound call center.  Unfortunately, DFS is like many other businesses in that we are short staffed and handling things as best as we can.  It appears we failed in this case and we apologize for that.
  
  We will monitor for the part and contact the customer if the part comes in.  If it does not come in within the 10 business days, we will contact Whirlpool and they will be in touch with the customer regarding next steps.
  
  We respectfully ask that this BBB case be closed.
  
  Thank you.

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18016651
  
  I am rejecting this response because I've been given this same excuse for months. I've been told to wait "ten days" every time I call for 7 months now. I will not close this complaint until my fridge is deemed unrepairable so I can get a new one or the parts are received and my fridge is fixed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/26/2022

  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.

  My Kitchen Aid dishwasher failed after about two years of use. Kitchen Aid directed me to Diamond Factory Service for repair. They came out and replaced the pump, that was not covered by the warranty and charged me $410.59. I almost immediately discovered that the dishwasher was not working and they were called back. This time the repairman said it was the electronic control board, which would be covered by the warranty, but was out of stock. Nine months later and Diamond still says the part is out of stock with no idea when it will be available. My latest phone call was put on hold for about 20 minutes, then a recording that they could not take my call...Meanwhile I see that this control board is easily available for purchase online. One vendor says they have over 50 in stock.I would like my $410.59 refunded since they did not repair the machine.https://www.genuinereplacementparts.com/kitchenaid-kdte234gps0-electronic-control-board-genuine-oem?gclid=CjwKCAjw3qGYBhBSEiwAcnTRLglGfrFl99rCupGO-01Ds37qCyoGaSEh1FqFdrFfaYV8i5kCI8u7aBoC2W0QAvD_BwE

  

  Business Response

  Date: 09/01/2022

  Diamond Factory Service received a service request from Whirlpool for the customers dishwasher. The appointment was scheduled for December 13, 2021.  The technician found that the dishwasher needed a new motor.  Prior to the appointment, we had identified that *** be the issue so a new motor was sent with the technician.  This was determined based on the error code the unit was presenting.  He was able to install the motor on that trip and tested the unit before leaving.  The customer was charged $410.59 which covered the trip and diagnosis, labor and part.
  
  The customer called back on December 27, stating that the unit was still not working.  Technician notes indicate that customer stated this was an intermittent issue. The technician ran diagnostics and there were no error codes present.  He ran through a diagnostic cycle and it operated without issue.  He was unable to duplicate the issue the customer described. But given what the customer had told him, he determined that the problem was likely with the main control and user interface console.  Both parts covered under warranty.  He ordered the parts but advised that the parts were not available at that time. Unfortunately, Whirlpool is continuing to have difficulty with the availability of electronic parts due to supply chain issues. 
  
  We received the parts needed and contacted the customer on August 26.  The customer is scheduled for September 12.  We will complete the repair at that time.
  
  We respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:08/12/2022

  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.

  I purchased a maytag washer 8-24-21 from Menards in ******* *******. I then purchase from Maytag an extended warranty in September 2021. From two weeks after purchase I have had issues that have not let me use machine regularly. When calling Menards, then ******, then send me to Whirlpool who then sent me to Diamond Factory Service for repair. Diamond Factory Service has come to my home more than 11 times since Sept. 2021. The parts have been replaced each time and the same issue keeps happening. I have sent an email to Whirlpool.com asking for a replacement for this washer. Will wait to hear from them.Diamond Factory Service has not been able to repair this Washer for normal use.Todays call stated that another repairman can come 8/18/22. I feel I have been more patient than is necessary in this matter. I would like a replacement washer to come and the old washer is taken away at the same time.The Warranty states Customer Satisfaction, for the last year, I AM NOT SATISFIED.

  

  Business Response

  Date: 08/15/2022

  Diamond Factory Service (DFS) was first contacted by Whirlpool in September of 2021 regarding the customers washer.  When the technician arrived on September 24,he replaced the control and determined that a cam kit and actuator were also needed.  He ordered the parts and another technician returned on October 6 to replace the parts.  In between these 2 appointments, the customer called on September 27 indicting that she was concerned about the safety of the washer because it was making loud noises. The *** consulted with the Service Manager and advised it was the lock making these noises and advised her to unplug the washer.  She asked about replacing the washer but we advised her that typically Whirlpool will opt to repair the unit if possible.
  
  The customer called DFS to schedule ********************** again on October 15.  The appointment had been scheduled for October 25, but the customer called and stated she needed ********************** sooner than that date and wanted to speak to a supervisor.  The *** was able to discuss with the dispatcher and the appointment was moved to October 20. The customer accepted this date.
  
  On October 20, the technician found that the lid lock light was flashing and lid was not locked. He replaced the latch and ran calibration and diagnostic cycles and the issue did not reappear.  Unit was working when he left.
  
  Customer contacted DFS on October 21 with the same issue.  A part was ordered based on the previous technician notes.  Unfortunately,the part needed (control) was on a backorder. DFS submitted an expedited part order request to Whirlpool.  Unfortunately, DFS did not receive the part until
  ***** 11, 2022.  DFS called the customer and an appointment was scheduled for ***** 15.
  
  On ***** 15, the technician installed the new control board and unit was operating as designed when he left the home.
  
  On *** 9, the customer contacted DFS with the same issue.  Service was scheduled for *** 16.  The technician arrived and found that the unit was out of balance.  The technician discussed this with the customer and no parts were needed.
  
  On **** 8, DFS received a service request from Whirlpool for more issues related to the lid lock. An appointment was scheduled for **** 17. 
  
  The technician determined, based on the error codes, that the unit would need a motor, capacitor, board and latch.  Parts were ordered and we texted the customer on July 25 that the parts had arrived. 
  
  On August 12, the customer called DFS and an appointment was scheduled for August 18. The customer had a conversation with the *** stating that her clothes were stuck in the washer and demanded that DFS pay for any clothing loss and/or damage if she has to break the lid open.  Customer advised that she wanted a replacement or she would complain to the BBB. The *** advised that DFS does not make the decision to replace an appliance that decision is made by the manufacturer.  Customer asked to speak with the manager.  The *** advised the manager that she had the customer on the line and when she went back to the call with the customer, she found that the customer had terminated the call.
  
  While we can certainly empathize with the customer, DFS does not make any decisions about product replacement.  As servicers, we are required to repair the product unless Whirlpool advises us that they are exchanging the unit.
  
  The customer has not had to pay anything for these repairs as everything has been covered under warranty.  All claims (with the exception of the open one scheduled for August 18) have been submitted to Whirlpool and they should have all notes needed regarding this appliance and the multiple repairs. 
  
  Unfortunately, at this time, we are only able to continue to repair the unit.  Any further decisions would need to be directed to Whirlpool.
  
  We respectfully ask that this case, as it relates to the replacement request, be closed.  We will continue to keep the appointment for the repair unless otherwise instructed to cancel it.
  
  Thank you.