Reviews
This profile includes reviews for Diamond Factory Service, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 13 Customer Reviews
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Review fromDonna B
Date: 06/13/2025
1 starDonna B
Date: 06/13/2025
Do not use diamond factory service for appliance repairs. My ice maker has been defective since day one as proven by at least two inch.Thick ice all over encasing, it. The first guy spent 3 hours chipping ice but didn't know of the problem. The second guy was so young, he said he had not been trained. He had only been doing repairs for 6 months period after 2 and a 1/2 months. I turned it over to my insurance company period they got a guarantee that repairs would be made. Next week tuesday today is 6.13.25. Let's a few minutes afterwards. I got a call that diamond would not be making repairs, and I have no 12 repair under warranty refrigerator freezer.This company admitted to Better Business Bureau in writing that their people were not trained and that they knew needed to take steps to train their people. So there is an article where they actually state that All they are refusing to repair my freezer How come Whirlpool, function this way and not take care of its customers?It's sad, and i'm angry, very angry
Diamond Factory Service, LLC
Date: 06/16/2025
The response that was provided to you previously is posted below (we consider this matter closed):Hello Ms ********** you for explaining your concern via multiple BBB filings along with the *****************************. The following is our response speaking to your comments. Regarding the techs appearance While our technicians strive to maintain a professional appearance, we recognize that this was not the case in your situation. We have addressed this concern with the technician involved and emphasized the importance of presenting oneself appropriately during service calls.Regarding the water When doing repairs on products that weve been called to look at due to their leaking water as the reason for service, we will likely have more water on the floor during the repair process. That said, we should be trying to contain that with towels or something handy so that we arent creating a bigger mess. We have spoken with the tech about this as well. Diagnosing the defect Techs have a wide variety of support and or training tools that they have access to. In fact it is commonplace for techs to seek out help by accessing our on-line diagnostics and tips, calling our lead techs, or calling ******** techline. Techs have access to sufficient support to get the job done. Id add that at times it can take longer to diagnose and repair a product just due to the complexities of todays products, but we get through it. Cut Hand We should never leave blood on any product, or anywhere in your home such as on a counter. As in this case, the tech didnt realize he had a cut, and that there was blood on your appliance. That is completely plausible, based upon it being a minor cut. Nonetheless there should be no blood left anywhere. We discussed this with the tech as well. Team Lead Call Our ************** leader did call to review all of this with you earlier this week, and to confirm that your product was properly repaired. He has told me that other than the missing defective part at the time, you indicated that your appliance was now in good working order.Defective Part The technician involved with the ice maker replacement stopped by your home this past Thursday April 17th. He rang the doorbell, and no one answered. He left the ice maker we removed from your refrigerator on your doorstep. Conclusion Im certainly sorry that you needed service in the first place, and for the frustration you experienced with us repairing your refrigerator. My apologies for that. I hope that filing your claim with ******* goes well for you. That is not anything that we can help you with though. We have reported what we found, and what we repaired to them already though. Happy ****** ***/OwnerReview fromSusan P
Date: 04/14/2025
2 starsSusan P
Date: 04/14/2025
This company has a contract with Whirlpool in my area to perform service when needed. My refrigerator had an issue where it stopped dispensing water and making ice. First guy comes out and flushes the pipe. Was there like 10 min max and that cost me $125. Problem came back shortly after he left. I had used my own guy two times before calling whirlpool and after whirlpools guy can’t get it to work - I lived with the inconvenience of a fridge that works sporadically. The times it stopped working got longer and it was getting extra annoying so with lots of negative contact with whirlpool they said they’d send diamond out again. They said they would review my file and the video I sent prior to coming out. Guy comes out and says I know what’s wrong and they gave me the wrong stuff. I will be back next week. Waste of my time. Next week he shows up and says that what is happening is a known problem and whirlpool had a std protocol he needs to follow to address this known issue. He did the protocol and from what I can tell it is working. My issue is that if this was a known issue why did the first call out cost me $125 and the guy just flushed the pipes??? Waste of MY money after already paying someone else. In speaking with the customer rep after leaving a poor yelp review- she was pretty surly and talked about their great BBB reviews and that YELP is for complainers. BBB is pretty unimpressive as is google. I really believe I should receive my $125 back as there was a protocol to a known problem. Fix it and don’t just take my money.Diamond Factory Service, LLC
Date: 04/15/2025
We stand by our previous discussion regarding this issue however we would like to point out that our BBB rating is pretty impressive as it is an A+. We don't have anything further to add to what you have already been advised. Thank you.Review fromElizabeth V
Date: 02/17/2025
1 starElizabeth V
Date: 02/17/2025
Would give them a 0 star if that was possible. Horribly run company - they cancel appointments last minute, diagnose incorrectly, and delay repairs with excuses. Completely inept. Unfortunately the extended warranty company on my appliance continues to contract with them so I feel stuck with them.Diamond Factory Service, LLC
Date: 02/18/2025
We are sorry to hear that you are having issues with your service. This is our Michigan office BBB account so we will forward your concerns to the management team in our Boston office.Review fromJim N
Date: 08/01/2024
1 starJim N
Date: 08/01/2024
This company is the worst. Called and made an appointment, I drove up to my condo in Michigan and they never showed. I called them and they said there was no appointment. I rescheduled and again drove to Michigan, they called an hour before they were to arrive and said they could not make it. They said they would call to reschedule, never called. I had already called someone else anyway. DO NOT CALL THESE IDIOTS !!!!!!!Diamond Factory Service, LLC
Date: 08/02/2024
We certainly apologize for the inconvenience. We don't show the first appointment but we see that the technician was sick for the second appointment. We are happy to hear that you found another company to assist you.Review fromGloria R
Date: 07/30/2024
1 starGloria R
Date: 07/30/2024
Worst company ever! keep canceling our appointment saying they received the wrong part! It is not the first time this has happened. now we have to keep waiting for them to come and fix our fridge.Diamond Factory Service, LLC
Date: 07/31/2024
We apologize for the delays in service but sometimes we receive incorrect parts from the distributor and this appears to be what happened. We certainly expect the next part to be correct so we can complete the repair for you.Review fromKaren F
Date: 03/01/2024
1 starKaren F
Date: 03/01/2024
This is the worst, most inconsiderate business I have ever dealt with. Read all the reviews. Makes it very clear what kind of company this is!Diamond Factory Service, LLC
Date: 03/04/2024
We have received your voicemail and it has been forwarded to the respective manager who should be reaching out to you soon.Review fromJohn D
Date: 02/22/2024
1 starJohn D
Date: 02/22/2024
Had to use this company for my extended warranty. Only thing good was the guy came early. Came walking up on his phone. Never bothered to greet me or really listen to what I said. Told him washer was grinding on washing cycle. Instead of running it through wash cycle he checked trouble codes. Found none. Then he ran it on rinse and drain cycle. Didn't hear the grinding that I told him only occurred while wahing cycle was going on. Never once did he get off his phone yet told me that he didn't want me standing around while he worked. That's always a red flag. Then he proclaimed that my agitator was loose so he tightened the h*** out of it and declared it fixed before leaving. I immediately turned washer on to run through washing cycle and it's still grinding. Making them come back out again to fix it. UPDATE - Original guy with a another guy came came out for 2nd visit. I had it filled with water ready to go through cycle. It's only the wash cycle I hear it on. The original guy drained it and went through the trouble shooting codes and running it empty. Said they didn't hear the sound. I played the sound from video I took. The second guy said it sound like actuator and that my mother board is probably bad too since lid keeps locking/unlocking. Then said they found a oil leak and think transfer case in it is bad. Talking to them again and said to my ear having worked on cars and other stuff that it sounds like splines/gears aren't contacting right. The 2nd guy agreed. Apparently they have to submit their findings to get approval to now get parts to fix it. So god only knows how long it will take to fix my washer now. By the way I've never in my life ever heard of someone not trying to do something to recreate the sound a item is making. In this case I prefilled the washer so all they had to do was hit start.Diamond Factory Service, LLC
Date: 02/23/2024
We apologize for the issues you experienced. Unfortunately since your review states John Doe, we are unable to locate your account. Please feel free to contact our office directly at 888-880-1448.Review fromtony h.
Date: 01/08/2024
1 starthere employee forgot to give bill told there employer that the lady of the house through him out no lady was in the house he could not get a part off to replace what was wrong the washer was 7 yrs. old we talked about the cost of repair and it going to be over half what a new washer would cost. we bought a new washer and the lock on the lid broke we called whirlpool they set up appointment on the 12/26/2023 they did not call or show up we recived a bill on the 21 of December we had the check waiting to give to them when they showed up like i said no call no show i called they said lady of house kicked them out I keep a beard during hunting season no other person was in the house rescheduled for 01/05/2024 again no show no call washer under warranty thats 2 days 16 hours waiting for a******* to fix washer and there the only ones that whirlpool usesReview fromCarol H
Date: 05/18/2023
5 starsI received an appointment to service my 4 month old Maytag washer the following week. I was called the day before with a time frame and was actually told it I would be the last appointment. The technician was courteous and thorough. My washer seems to be working properly now. As the technician was delayed at a prior appointment , I was concerned he would reschedule my appointment. He pleasantly kept the appointment and worked late which I greatly appreciated.I highly recommend this company.Review fromLily L
Date: 04/11/2023
1 starLily L
Date: 04/11/2023
total crap! We called to schedule a repair on a new whirlpool washer. they gave us an appointment that's 1 week away. they cancelled on the date of the repair service and rescheduled us for 5 days later, then cancelled again on the day of service. I had to stay home waiting for the repair service to happen, which got cancelled both times. Totally not acceptable. this is for repair service in New England location.Diamond Factory Service, LLC
Date: 04/14/2023
We are sorry to hear that you were unhappy with the service provided in the Boston area. We will share your information with the leadership in that area.
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