Complaints

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:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Diamond has been trying to fix our fridge since March 2024. They originally came to diagnose the fridge in March and ordered parts through our Kitchen Aid warranty. They scheduled repair appointments, then on multiple occasions cancelled appointments. One time it was because the person quit, one time is because they didn't have someone qualified to repair fridge. they had technicians come out who did not know what they were doing - we witnessed the person using ******* to trouble shoot. The fridge never worked properly after they "repaired it." Finally, we hired a separate company to come fix it. He diagnosed the problem free of charge and said that they actually made the problem worse. He said the parts are under warranty with ********** so he told us exactly what parts to order and what needed to be fixed. We called Diamond again (after ********** telling us they were only service provider we could use.) We asked them to order the parts and they said they would need to charge us another diagnostic fee. We explained we had someone else diagnosis the problem. ****** from Diamond Factory came out, would not open the fridge without taking a credit card payment. He said he would not order parts for us without us paying him first. Once he received payment, he listened to what my husband said was the problem (diagnosed from outside repair man) then said, ok, we will order those parts. Fast forward to today, they were supposed to come out to install new parts. Didn't show up. I called and they said they cancelled my order. He could not tell me why, but said they would reschedule it. I have never been treated so poorly or had a worse customer ********************** experience. They have the contract with ********** so they get the revenue and do not care about fixing the problem.

  Customer Answer

  Date: 01/06/2025

  Since the complaint was filed, a technician came out to attempt to repair that freezer.  After spending about 15 minutes, he stated that the freezer was "irrepairable" and there was nothing he could do to fix it.  He said he would call Kitchen Aid and discuss this with them and get back to me on Monday with a reference number and an update. Prior to him coming, only our freezer was not working.  The fridge section was having no issues.  After he left, the fridge section has completely stopped cooling so now we are left without a working refrigerator.   I have called Diamond twice today, left voicemails and have yet to receive a reply.  The person I spoke to said "I assume he called Kitchen Aid" but would not confirm that with a manager or the technician himself.  It is clear to me that they are so incompetent that they are now passing me off to **********, taking no ownership of the problem that they created.  

  Business Response

  Date: 01/13/2025

  Dear Ms **************** you for writing about your repair experience.  Im certainly sorry for the extended repair process, along with the missed appointments.  
  
  Unfortunately we have to follow the rules and directions provided by **********.  Typically that works well, but on occasion they prolong the process.  Nonetheless we are responsible for working through that delivering an outcome that is reasonable.  A process that takes this long certainly exceeds reasonable.  It is also clear that we have not executed as well as expected with scheduling and overall communication.  I am sorry for that.  
  
  Regarding another company coming out, more often than not I dont put much faith in what they relay.  That doesnt mean they are wrong, but especially as it relates to this type of repair, the vast majority of the time I dont find their guidance useful.  A bit of a case in point here, they too thought it was repairable apparently, but we now know ********** agrees that the unit is not repairable, and will be contacting you about replacing the refrigerator.  
  
  Please accept my apologies for our failing to get to this conclusion sooner for you.  We are better than this.
  
  To reiterate, ********** has told us that they will be contacting you to go over the replacement process.  We have no control over this, or any visibility into when they will call, or what they will provide.  I can say that we very rarely hear back from customers indicating that the outcome wasnt satisfactory to them.  
  
  Again, please accept my apologies for how this has been handled.  
  
  
  
  ***
  General Manager
  Diamond Factory Service ******

  Customer Answer

  Date: 01/15/2025

  Complaint: 22732687
  
  I have reviewed the business' response and am rejecting it because:

  While a written apology is fine, why not just return my multiple voicemails that went unanswered?  Your business charged us two separate diagnostic fees - neither time did they diagnosis it as unrepairable - both times they ordered parts and scheduled (then canceled or didn't show up) for repair jobs thus prolonging the problem much longer.  At the very least, I need our $175 fee rebated to us.  We are debating filing a small claims suit as well.  
  
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/22/2025

  Hello Ms *******  
  Thank you for the follow up.  I had not noticed that you were charged two trip charges of $175 each.  
  
  I will agree to refund you one of those charges at $175. The refund will post to your credit card account, and it will post within 10 business days.  
  
  Thank you for pointing this out to me. 
  
  Best wishes and stay warm in these crazy cold temperatures.  
  
  
  ***
  General Manager
  
  
  

• Initial Complaint

  Date:12/18/2024

  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.

  I have a warranty on my Whirlpool refrigerator and it stopped freezing and the bottom didn&#**;t get cold at all and I lost a lot of food because of this. A *** came out on Nov. 22 and said he would need to order a part, he thought it was the control. I had to wait until the part came in. He called me in Dec. and said the part came in. He came Dec. 5 and the part was called the control panel and he said it would take 24 hours for the refrigerator to start freezing. It did not fix it so the same *** to come out to ***lace the compressor. The refrigerator is 3 years old. I talked to Whirlpool and they said they would send me a food voucher. When I asked about the compressor they said it lasts about 3 years. I would like a new refrigerator.I would like to file this complaint against H3134****31**35303138H too.

  Business Response

  Date: 12/20/2024

  Diamond Factory Service (DFS) received a service request for the customers refrigerator on 11/20.  The appointment was scheduled for 11/25.  The complaint description from Whirlpool stated that the unit was not cooling.
  
  When our technician arrived, the refrigerator indeed wasn't cooling.  After thoroughly inspecting the unit, he found that a control board was needed.  He ordered the part and advised the customer that *** would call her when the part arrived to schedule the return appointment.  
  
  DFS received the part and returned to the customers home on 12/5 and replaced the control board. After the new board was installed, the technician waited a few minutes to let the refrigerator restart. After waiting several minutes, the freezer air was much colder and there were no error codes from the control board. The technician asked the customer to keep the door shut for 24 hours to make sure everything was working properly. 
  
  The customer called back on 12/6 to report that the refrigerator wasn't cooling properly. The technician called the customer to go over exactly what the refrigerator was doing. After listening to the customer explanation of what was occurring, the technician determined that the compressor wasn't working properly.  He ordered a compressor and DFS had the job scheduled for 12/24 however the customer doesn't want DFS back out due to the fact that she doesn't want any gases (R600 or nitrogen) used for the repair.  Because of this, we are unable to complete the repair for her.  *** has provided her warranty company with this information.
  
  We respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was contracted to fix an issue with a brand new oven. They were supposed to replace the burners that arent working properly. They scheduled an appointment and the day before they canceled it because they didnt have the right parts. They then called me twice to reschedule. Each time I try to call them back for the last 2 weeks, their phone line simply says due to high call volume we cant take your call at this time. Please call back. I have no way to schedule service as they have not tried calling again and I cannot reach them or leave a message for them. Their online service scheduling does not work for claims that are already in progress. I need someone to reach out to them and have them give me a proper contact phone number. I work as a trauma doctor and am not always able to answer my phone immediately.

  Business Response

  Date: 12/17/2024

  We are sorry to hear that this customer had difficulty getting through on our phones.  Like many companies, we are dealing with staff shortages and absenteeism.  We also tend to get busier around this time of year which only makes the problem worse. We are continually looking for ways to improve our communication with our customers and certainly appreciate the customers feedback.  We have provided this information to the manager and he will have someone contact the customer directly.

  Customer Answer

  Date: 12/17/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
  

  Please let me know when the replacement stove will be delivered. I understand that you mentioned it was back ordered until January. 
  

  Thank you very much for reaching out and starting to make this right. I greatly appreciate it. 
   
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called for service work on October and the technician broke the freezer liner trying to take out the freezer liner switch for the repair. I want my freezer to be replace immediately.

  Business Response

  Date: 11/12/2024

  Diamond Factory Service (DFS) received a service request from Whirlpool to service the customers refrigerator for a light switch replacement.  The appointment was scheduled for 9/25/24. When the technician removed the switch, it did cause a small crack less than of an inch. *** contacted the manufacturer for a repair solution.The manufacturer recommended a small patch kit. The manufacturer said the crack is cosmetic and does not affect the refrigerators function. The customer said she didn't want a patch and she wanted a new refrigerator. *** offered to do the patch repair kit with a gift card for their inconvenience. The customer refused the manufacturer's recommendation and the gift card. The customer wanted to call the manufacturer and was given the same information and recommendation. The customer still refused repair.
  
  Unfortunately, since the customer refused the repair (along with a gift card), there is nothing further we can do for them.  We respectfully ask that this case be closed.
  
  Thank you.

  Customer Answer

  Date: 12/06/2024

  The recommendation was that Diamond Factory damaged it by the manufacturer and thus be held responsible. I just wanted the fridge replaced. It is damaged by the tech on the crack liner. I do not want a patch repair kit, i want it to be replaced. I have had a tech out here to look at it and they confirmed that it is not able to be repaired. They want to go the less expensive way out as apposed to doing what they should do. It has not been functioning as it should since the tech came here, the crack in the liner causes leakage and the light switch is still not working. 

  Business Response

  Date: 12/11/2024

  Per Whirlpool, the crack is able to be patched and will not have any effect on the function of the refrigerator. Diamond Factory Service follows the manufacturer's guidelines for any repairs to its products.The small (less than an inch) crack is cosmetic and not a functional issue,therefore we offered to follow the manufacturers recommendation and tried to give the customer a generous gift card for the inconvenience.
  
  The customer was given the Whirlpool phone number so she may hear from the source. She still refused and demands a new refrigerator. We have been more than willing to assist the customer with resolving this matter.Unfortunately, she has refused our offers.  
  
  There is nothing further we can do for the customer so we respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/3/2024 Diamond Factory Service sent a technician to our home to repair the icemaker on our whirlpool refrigerator that is only 2 years old. The technician did not try and diagnose the problem but just replaced the ********* He left stating it should work. Next day it still doesn't work. We already paid them the $320.49. When I called to let them know that they needed to send someone out again they were rude and told me that they break often, and that whirlpool has had a lot of problems and that they have replaced 5 brand new icemakers in the same refrigerator in just a few weeks. I asked that they accommodate my work schedule since I already took off the first time. I was rudely told they will not accommodate and that they would just reschedule and hope that it is past 2pm. We had to reschedule twice because they kept scheduling it between 8am and 1230pm. Only when I called a third time did they finally schedule it past 2pm. Technician came out again on 10/21/2024 and replaced the icemaker that they installed the first time that didn't work with another faulty one. Now I'm getting another bill for $95.49 totaling ($415.98) for the second ********* Which I don't understand, I already paid for a new icemaker it's not my fault they installed two faulty icemakers why would I pay for two when neither of them has worked? Additionally, I don't think the repair technician even tried to diagnose they just threw a part at it at my expense.

  Business Response

  Date: 10/23/2024

  Diamond Factory Service received a service request from Whirlpool for the customers refrigerator, which was not producing ice.  The call was scheduled for 10/10/24 between 12pm and 3pm. The customer called and rescheduled for 10/11/24 and asked for an afternoon appointment. We advised that we would try to make it an afternoon appointment, but it's not guaranteed because we dont know how long the technician will be at each of the calls before their call.  The customer had to reschedule the appointment and our technician was able to get more detailed information from him. The technician ordered parts to ensure that he would be able to fix the issue at the next appointment. The appointment was made for 10/16 8:30am to 11am, but the appointment was canceled by the customer as the customer wanted an afternoon appointment. The next appointment was made for 10/21 between 2pm and 5pm. Our technician arrived at or about 3:15pm. Our technician tested the icemaker and found it needed to be replaced. He replaced the icemaker with the part he'd ordered. Our technician tested and cycled the new icemaker and it was working as designed.  
  
  There will be no refund for the work we completed for the customer.
  
  We respectfully ask that this be closed.
  
  Thank you.
  

• Initial Complaint

  Date:10/17/2024

  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.

  Diamonds service *** said he couldnt take my warranty for my washer. I ended up paying him out of pocket. He did say that I would most likely be able to be reimbursed because I was very adamant with the fact that I had a warranty. I showed him pictures of my warranty numbers and was still told he couldnt take that. Whirlpool was trying to work with diamond to give them a work order to cover my cost because I have a warranty. A man named ****** told Whirlpool that he would be able to work with me and reimburse me. Shortly after he kept telling them he couldnt do that. Now I am out $379 because they refused to take the work order from Whirlpool and lied about reimbursing me and working with me in the first place.

  Business Response

  Date: 10/21/2024

  Diamond Factory Service (DFS) received a service request from Whirlpool for the customers washer due to ************* coming through.  The appointment was scheduled for September 17, 2024.  When the technician arrived, he found the cold water valve was restricted. He replaced the valve and the unit was working properly.  He collected $369.91 for the trip &diagnosis fee as well as the part and labor. The customer told him that she thinks she has a 5-year extended warranty.  The technician called Whirlpool and they were unable to find any information and provided a phone number for the customer to call to look into it.  Whirlpool declined to cover the repair as the documentation provided confirmed the machine was out of warranty. The machine was delivered 5/19/22 with a 12-month warranty, the warranty expired 5/19/23.The customer called in the ********************** call 9/17/24 which is 16 months out of warranty.
  
  Any reimbursement for the service would need to come from Whirlpool since they have already advised *** that they would not cover the cost for the repair that was provided.
  
  If the customer has an extended warranty, we suggest she contact them for a refund.
  
  We respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in January we had Diamond Factory direct out to fix our washer, the technician came out looked at the washer and broke a bolt he didn't have a replacement bolt so he said he would need to order it and would be out to replace it that same week- we paid him a $125.00 service charge when he left that day. He didn't come back until April to replace said bolt he had stood us up 3 times, and finally made it back out to fix the bolt, didn't run our washer to make sure it was fixed just installed it and left our washer hasn't worked right since. I called them on July 31st to get a technician out to take a look the lady on the phone said they would waive the service fee due to us already paying the $125 for the last service charge. The manager called the next day and said he could cut the service charge in half making it $75 plus parts and labor and that it was a he said she said situation regarding what the scheduler had said. So they sent a technician out today 08/05 he didn't even take the washer apart and couldn't tell us what the last technician had even done. He reset the washer told us that we need a gear shift and that they could fix it but it wasn't worth fixing we just needed to go buy a new washer. We truly think the last technician broke the washer and now we are responsible for having to buy a new washer and we don't think that is fair we have already paid them $200 and our washer still is not fixed. We have had to go to the laundry mat as well which has cost us more money on top of already having to pay them to fix it. We just want this situation handled because we have been complete disrespected completely through this whole process. If we can't get a resolution here our next option is small claims court to get this resolved we really don't want to go that route if we don't have to.

  Business Response

  Date: 08/07/2024

  We originally received service request for ****************** on his Maytag washer on 12/27/2023.  Call was scheduled for 1/3/2024, tech arrived and diagnosed the hub needed to be replaced and had to order part. Tech collected $125.00 service fee and customer agreed to pay for part and labor when job completed. (Part cost $26.16 plus tax and Labor $80.00)  Call was scheduled to go back on 1/10/2024 to install part, customer called that morning and cancelled appointment stating roads due to weather conditions not passable.   Call was rescheduled for 1/15/2024. Tech arrived on 1/15/2024 and s**** stripped when trying to disassemble machine.  Call was rescheduled to return and unfortunately call was rescheduled a couple of times due to tech not having tool to remove the stripped screw, and customer not home on one occurrence.  Tech did return to home on 2/19/2024 and replaced part and tested machine.  Tech failed to collect payment for completed repair.  Call was sent back to tech on 3/27/2024 to collect for completed repair.  Tech was unable to reach customer and never got a call back from customer.  **** was mailed out to customer on 4/10/2024 for the Part cost $26.16 plus tax and Labor $80.00. We never received payment from customer.  Cust then called in 7/29/2024 (161 days after repair on 2/19/24) and stated machine has never worked since last repair.  CSR setup call and tech manager called customer on 8/1/2024 discussing that we only give a 90-day guarantee on service and labor, and also the balance from last repair was never paid.  Informed customer that if they were having issue, they should have called back right away not wait almost 6 months to call us back.  Tech manager agreed to waive the charges that where outstanding from previous repair due to the missed appointments, but due to time frame from last repair till now that we would only be able to reduce our service fee to $75 instead of current $150 rate, and they would be responsible for the $75 service fee and parts and labor to repair unit. Customer was acceptable to this agreement.   Tech went out on 8/5/2025 and accessed that the gearcase has now failed (bearing failed and binding up causing unit won't spin out) which is not the same part that was replaced on 2/19/2024.  Unfortunately, the cost of the gearcase is $230.00 plus tax and $125.00 labor to install plus $75 service fee.  Approximate total of $430.00 plus tax.  At this cost tech recommended replacement of machine due to age and cost.  This part is not related to the hub that was replaced on 2/19/2024.  Tech collected for the agreed service fee of $75.00.
  
  Regards,

  Diamond Factory Service

• Initial Complaint

  Date:07/24/2024

  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.

  Diamond Factory has been to my house 3 times over the last 8 weeks to repair a brand new whirlpool oven that is not working despite being brand new and costing several thousand dollars. Not only have they not been able to repair it, the technician destroyed my hard wood floors and left. He did not leave a note or communicate to me (I was home) that he was unable to fix the oven and destroyed my floors by not following proper protocol. On top of that he left the oven hanging out in the middle of my kitchen. I had to call diamond factory to find out what was going on. They promised to send a technician AGAIN the next week. This would make it the FOURTH repair attempt. When I called because no one had shown up, they said it was assigned to the same technician who had destroyed my floor so no one was going to come. Absolutely criminal. They have wasted so much of my time, made my situation FAR worse than it was before they stepped in my house and have been completely unaccountable. I have been the one begging them to please do their job. I have never ever had a worse experience with an organization in my entire life.

  Business Response

  Date: 07/30/2024

  We originally received dispatch from ********* on 6/20/24 for an issue and a complaint for "wont heat oven not working always" with ******************* KitchenAid oven.  We were scheduled to access issue on 6/26/24, tech went out and deemed that the user interface and control were needed to fix unit and ordered the part.  We returned on 7/3/24 and installed parts and unit appeared to be functioning properly.  We then received another dispatch on 7/8/24 that unit still having issues complaint "wont start wont turn on always" went out on 7/10/24 and tech ordered appliance manager control.  Went back out to install on 7/17/24 and after tech installed was still having issues.  Tech called Whirpool techline and the deemed that the original parts replaced where faulty and need to be replaced again.  Unfortunately, during the repair, the technician accidentally damaged the hardwood floors.  Tech reordered parts need.  I received voicemail from ************** a couple days later on 7/19/24 about the floor damage.  I returned her call and apologized for what had happened and told her we would take care of issue and to get two estimates and email them to me for the cost of the floor repair and would work with her to address the damage issue.  Tech was scheduled to install parts on 7/24/24.  Tech that was scheduled was the one that damaged the floor and felt uncomfortable returning to customers home. I received call from ************** about the tech not coming and she stated she also didn't want same technician in her home.  I apologized and was unaware she didn't want him back and made arrangement with her to have our lead technician to come out to her home the following day. She accepted this.  Tech went out on 7/25 replaced part and unit was working properly.  I called her back and left her message asking if unit was working now, and never got a response.  So, at this time, I believe issues with the unit are taken care of, and we will work with her to address the damages to her floor once I receive the estimates requested.

• Initial Complaint

  Date:12/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Maytag washer from Lowes and paid for the extended warranty. In July it malfunction. They sent a guy out to fix it and a month later its doing the something. I called them again and a guy was sent and said that he needed to order a part. Its been 2 months since. I've called several time and Ill be number 10 in the que and then once I get to number 2 the call disconnects.

  Business Response

  Date: 01/02/2024

  ******* ******* Service dispatched a technician to the
  customer’s home today, January 2, 2024.  The
  technician reported that he installed the basket, gearcase, slider, washplate
  and nut spanner.  After these parts were
  replaced, he calibrated and tested the unit on drain and spin.  He found the unit to now be working.
  
  Given that the repair has been completed, we respectfully
  ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No one shows up to repair my mom's washer and they keep cancelling on us. They said they would be here between 10-1pm and they have not shown up. I talked to the rep and they said it was another human error and won't make it until Thursday.
  
  I would like to have my mom reimbursed for the initial visit -$125.00.

  Business Response

  Date: 12/13/2023

  Diamond Factory Service dispatched a technician to the
  customer’s home on November 9, 2023 to look at the washer.  At that time, he found that there was an
  issue with mold on the inner tub.  He
  advised the customer to run machine cleaning cycle with bleach and then follow
  up with a dedicated machine cleaning detergent. 
  There were no mechanical or electrical issues with the unit.  The customer was charged $125 for our trip
  and diagnosis, which was performed when the technician was there. 
  
  There does appear to have been some confusion on any additional
  appointments but the customer advised us that they have since bought a new unit.
  
  The trip and diagnosis fee is non-refundable as the technician
  did perform this part of the process and provided the customer with information
  to assist with the issue.  Therefore, we
  will not be refunding the $125 that was paid for this service.
  
  We respectfully ask that this case be closed.
  
  Thank you.