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:11/08/2023

  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 called Whirlpool and they sent a technician from Diamond Factory Service, he ran some diagnostics and told me the vibration noise coming from the freezer area when motor turns on could be adjusted by the legs. He said he would be getting some bumpers to put in refrigerator. Not 2 minutes after he left water started to poor out from underneath the refrigerator onto my wood floors. I have pictures I called the company they sent him back out the next day and he did nothing. He said the bumpers were ordered and to call in 2 weeks to see if they came in. When I called two weeks later, the person I talk to said that the technician entered into the notes that all issues were resolved so nothing was ever ordered and nothing was ever done other than my refrigerator now leaks, intermittently, and my refrigerator still makes a vibrating noise. When I called whirlpool to complain, they said they were going to set me up with a different company and have a technician come out and they should call in 5 to 7 business days they never called so I called whirlpool and they said they had to re-search the issue and they would call me in two weeks and they never called and nothings ever been done in the refrigerator when they came to do the service was within the one-year warranty period. I would never use DIAMOND FACTORY service again and I won't be buying a whirlpool product again with such poor poor service. When you pay that much for a kitchen appliance, they should fix the problems.

  Business Response

  Date: 11/10/2023

  Diamond Factory Service has nothing in our file to indicate any wrong doing on our part.  Given that she has requested no further contact from us, we have marked her account accordingly and will not be reaching out to her again.  We respectfully request that this case be closed.

• Initial Complaint

  Date:10/22/2023

  Type:Product 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 Diamond in July 2023 after calling Kitchen aid/whirlpool about my dishwasher not working. They sent a tech out to look at it (******). I paid $125 for the service call. ****** was very nice and advised me that he thought it was a wiring harness and control board issue. The cost for those items was ****** for the harness and $210.16 for the control board, plus tax, plus installation of $100. Since the total would be in excess of $600, I wanted assurance that if the repairs wouldn't take care of the issue they would take the parts back off and refund my money, less labor. Since they were coming back anyway, I ordered a new soap dispenser for $99.67. ****** called the owner on his cell right in front of me to discuss standing behind the repair. I was assured that Diamond is a reputable company and they would make good since I was spending as much as a new unit. ****** returned in late September and put on the new parts and I ran a cycle. Same problem. It quit mid-cycle. They then sent another tech ****. **** looked at it and said it may be a sensor and he would order it. **** returned in early Sept. and installed the sensor. Still didn't work. He then realized the plug was loose from the outlet, which had been the simple problem all along. I asked him to remove the new parts and refund my money, less labor. He said he would speak to his boss. To this date, after repeated calls, no one has returned my calls. No money has been refunded. I was clearly defrauded and charged for unneccessary parts.

  Business Response

  Date: 10/27/2023

  The Service Manager has spoken with the customer and has agreed to refund $360.29 for the parts that *** have not been needed.  The customer has agreed to this resolution.  We respectfully ask that this case be closed.

   

  Thank you.

  Customer Answer

  Date: 11/13/2023

  The owner of Diamond Factory Service told me he would refund some money on my claim.  But he hasn't ever sent me a check as promised.  How do I update my claim and reinstate it?  Thank you.

  Business Response

  Date: 11/14/2023

  We apologize for the delay in sending the refund.  There was a miscommunication between the Service Manager and the Accounting person who was issuing the refund.  We have been assured that the check will go out today, Nov. 14.

  Customer Answer

  Date: 11/14/2023

  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,
  
  *******************

  Customer Answer

  Date: 11/27/2023

  Again, I was told they were mailing me a check.  It's been 2 weeks and nothing.

  Business Response

  Date: 04/16/2024

  The check was mailed to the customer on November 13.

  Business Response

  Date: 04/18/2024

  Yes the check was cashed.  It cleared our bank on 12/05/2023 which means it was deposited at least one day before that.

  Customer Answer

  Date: 04/23/2024

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

• Initial Complaint

  Date:10/02/2023

  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.

  Washing Machine (******) Broke down in August and again recently. I called Diamond Factory Service and I was on hold for 40min. I got down to number 3 in line from 7 a automatic system came on and stated that there were too many calls and discounted the call. I called back and I placed as caller number 17. They were suppose to call me to set up an appointment and they never did. I need my washer repaired, contact from the business, and to stop hanging up when I call.

  Business Response

  Date: 10/03/2023

  We apologize for the frustration with Diamond Factory
  Service’s phone system.  We too are
  frustrated with the lack of staffing we have to manage the incoming calls.  We are working to get this resolved as
  quickly as possible.
  
  Regarding the appointment, we have a service request that
  was sent to us by ********* for your washer. 
  This appointment was scheduled for October 9.  We will contact you on October 6 with your
  three hour time frame.  At this time, we
  do not have any need to contact you as ********* has already taken care of
  scheduling your appointment.
  
  Given that we are working to fix the phone system and we
  have an appointment scheduled, we respectfully ask that this case be closed.
  
  Thank you,
  
  Diamond Factory Service

• Initial Complaint

  Date:09/07/2023

  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.

  A tech from Diamond Factory (authorized) Service came out on May 26, 2023 diagnosing an inoperable ice maker for my Kitchenaid refrigerator/freezer (serial # *********, model # *************. I paid $125 for his trip out and was told the back order on part #W10884390 availability was 2 weeks. Its been almost 4 months now and still no part. Diamond said theyd checked for availability as of today, 09/07/23, and also on 07/13, 07/20, and 08/18. Ive been checking with Whirlpool myself (in ************ and they keep telling me the part is a special order, still not available, and that it may not be available to ship until December 23. I was also advised to look up the part myself on the Internet to see if someone else has it, and that its not Whirlpools problem but the manufacturers! Who is the manufacturer if not Whirlpool/Kitchenaid? Who will take responsibility in ordering this part to get it installed? This is laughable, and I see complaints about servicing and parts (both Diamond Factory **************** all over the Internet! It seems like this is an issue a local news broadcaster ought to be made aware of and to look into since there seems to be abuse by this HUGE manufacturer in getting their appliances serviced and parts requests honored. Please help!

  Customer Answer

  Date: 09/08/2023

  I feel that Diamond Factory Service is not the only unresponsive party in my complaint.  If it is true that Whirlpool has been unable to produce the replacement part necessary for Diamond Factory Svc to make this repair, Whirlpool should be the more predominate target for this complaint.

  Business Response

  Date: 09/14/2023

  Diamond Factory Service dispatched a technician to the customers home on May 26 due to the fact that the icemaker was not producing ice.  The technician found that the icemaker was needed.  He ordered the part and advised the customer that she would be contacted when the part arrived and we would schedule the return visit.  The technician collected the trip and diagnosis fee of $125.00.   The customer has not yet paid for labor or for the icemaker.
  
  The customer called in several times to check on the part over the course of the next few months. We received the part on September 7 at 1:29 PM EST and the customer was sent a text to advise of this about 1 hours later.
  
  This BBB complaint was received by Diamond Factory Service on September 7 and 7:46 PM EST. We can only assume that the complaint was submitted by the customer prior to her receiving our text.
  
  Unfortunately, we have not yet heard from the customer to schedule so we have reached out again and left a voice mail (via phone) today (September 13). 
  
  We simply need the customer to contact us to schedule the return appointment and we will be able to resolve her icemaker issue.
  
  We would ask that this be closed since we are contacting the customer to schedule the return appointment.
  
  Thank you.

  Customer Answer

  Date: 09/15/2023

  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.
  

  While I find it a little odd that Diamond Factory Svc suddenly came up with the unavailable replacement part in question only immediately after I contacted BBB, Im happy to report that today I was able to schedule their return visit to complete the repair.  I did this in response to their phone message left on the 13th.  I dont know how they could have texted me (as they claimed in their response to your inquiry) as I only have a land line and never told them I could receive texts.

  Id like to take this time to thank BBB for their rapid and effective response to my dilemma.  Im glad Diamond Factory Svc was open to resolving this issue and hope that there are no further problems with the repair.  This was my first time contacting BBB and Im very impressed by the help *** received.  Excellent servicethank you soooo much!

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

• Initial Complaint

  Date:06/15/2023

  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.

  Service call on June 15, 2023. Technician was here to install parts and resolve leak in Dishwasher. Tech was in home 5 minutes replaced a seal and left. Never ran a cycle in the dishwasher or looked for water did not have a tool bag. Ran a cycle and water is all over the kitchen and cabnets have water damages. Called the company was told I needed to leave a message and no one was able to help me today.

  Business Response

  Date: 07/05/2023

  A Diamond Factory Service (***) technician was at the customers home on June 6, 2023 and was unable to replicate the issue the customer was having with their dishwasher. He ordered a gasket and advised the customer that we would contact them when we received the part.

  We received the part and contacted the customer. The return appointment was scheduled for June 15. At this appointment, the technician replaced the part and the unit was operating as designed.
  The customer contacted the *** call center on June 15 to advise that the unit had been leaking and they felt that the technician didnt repair the dishwasher. There was no manager available to talk to them at that time.The customer called several times and, unfortunately, there was no manager available.

  The customer submitted a 1 star ****** review stating their dissatisfaction with ***. This was received and forwarded to the General Manager since the Service Manager was not available. The General Manager, ****,texted the customer to call or text him. He had arranged for a technician to go to the customers home on June 16 if the customer was available.

  On June 16, *** Lead technician called and texted the customer and advised that he would be out, along with the original technician between 11am 1pm that same day. In the meantime, *** received this BBB complaint from the customer. The customer replied to the text message with Today is not good. I wasted a day yesterday with all this. Ill call **** later and well find a time that works. **** spoke with the customer and apologized and advised that *** would investigate this fully. The customer seemed more intent on reporting us to Ikea and not necessarily working with *** to fully investigate their complaint.

  On June 20, *** Service Manager and repair tech went to the home to access the leak complaint that the customer stated had occurred. The unit was run through a complete test cycle and there were no leaks during the test.When the door of the unit was opened, the technicians observed where suds sitting in the bottom of unit.  They explained to the customer that it appeared that the unit suds over due to a non-detergent soap entering the unit. That dishwasher detergent doesnt suds up. The pics that customer sent also confirms that there were excessive suds under unit when he noticed the leak.  The technicians added a cup of cooking oil to unit and ran it through another test cycle, and the unit never leaked through this cycle and all suds had dissipated from unit. It appears that the leak the customer experienced was not a fault of the repair that was performed. The technicians did find a service pointer from the manufacturer on the unit stating that there could be intermittent leaks due to rail separation to the upper rack rails.  They informed the customer that they would order them and call him back to replace them for him. *** has tried to text and call customer on June 22 and June 26 and havent heard back from customer to go back and replace rails for him.

  Our next step is to complete this repair for the customer.  We simply need him to reach out to us to get that return trip scheduled.  We ask that he contact us to either schedule or to let us know that he no longer requires this repair. 

  Thank you.

  Customer Answer

  Date: 07/07/2023

  I think there is a lot of assumptions being made by ************************  That being said Diamond Factory came out again today and put more parts on the dishwasher.  The technican had to remove the dishwasher from the cabinets for this repair.  After leaving we noticed that we did not have lights in our cabinets, looking further there is no power to the dishwasher.  Their are no tripped breakers or GFCI's. He somehow unplugged the dishwasher and other items.  I now have to remove the dishwasher from the cabinets to resolve.  

  How do they do the repairs and then not make sure things work before they leave.  Totally incompetent!

  Customer Answer

  Date: 07/07/2023

  Follow up to the issue with the power.  Machine was intalled back with out being plugged in. I had to remove and replace the machine myself.

• Initial Complaint

  Date:05/17/2023

  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.

  Purchased a washer from Hancock Appliance in MA April 2022. Initial request went out for service before the one year warranty was up. Hancock sent their technician out who was unable to properly repair. Maytag sent Bristol Appliance out. They were unable to resolve issue. Maytag then sourced to Diamond Factory Service. We have been rescheduled five times now by them, original 5/4/23 to 5/15/23 to 5/16/23 to 5/17/23 and now was just rescheduled again at 11:20a in a 8-12 scheduled time window to 5/23/23. Completely unacceptable as our time is valuable and also affects work schedules.

  Business Response

  Date: 05/25/2023

  Whirlpool has updated us indicating that they have approved a replacement
  for the customer. We are therefore closing out our work order.  We apologize for the reschedules and the frustration
  that the customer experienced.  We have looked into the situation and have
  made the necessary adjustments to prevent this from happening in the future.  Again, we apologize for the situation and are
  happy that the product is being replaced for the consumer.
  
  We respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:03/17/2023

  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.

  The attached document details Diamond Factory Services repeated failures to properly complete the ********* Dishwasher Warranty Repair. It's been nearly 8 weeks since I first reported the problems to *********, and my family of 6 has been without a dishwasher since 1/20/23. Below is the timeline of problems I’ve been experiencing for the last 2 months.
  
  Tech made 2 failed trips to repair, was a no-show for a 3rd trip to fix his continued mistakes in 5 weeks. Was told they would mail the parts since the tech couldn't get it right. It's been nearly 3 weeks and parts still haven't been mailed.
  
  I am extremely disappointed with the quality of work and inability to correct their mistakes.
  
  1. When Diamond factory learned that the repeat calls were the result of their technician’s mistakes I should have been placed at the front of the schedule.
  
  2. There is no way the technician should not have had the parts after I specifically called in advance to identify the parts he needed to bring with him.
  
  3. After ****** no-show, and failure to even call and say he wasn’t coming to fix his mistakes, on what would have been his third trip, the parts should have been hand delivered the next day, or at least shipped overnight, not left on the manager’s desk for a week. Given, the tracking status, and the fact I've been told more than once the parts have been mailed, I have serious doubts they have in fact been sent.

  Business Response

  Date: 03/24/2023

  Dear Mr *******
  Thank you for writing with your concerns.  I apologize for how drawn out this has been.  Let me recap based upon what I see in our systems:
  
  Our records indicate that your appointment was initially requested on January 23rd, and first run on January 27.  On that date we inspected the unit, called ********* Techline for confirmation, and were instructed to reboot the system.  That appeared to have resolved the issue and the work order was closed.  System reboots are real solutions that often resolve the issue.
  
  On January 30th you called back in.  Based upon the prior visit we decided it was best to order the Control Panel and Sump Assembly.  We were back out on February 6th with the control panel and sump.  Both parts were installed and the unit appeared to be working correctly.  
  
  Two weeks later when you called in on February 20th you indicated that certain parts were missing.  We agreed to replace those and ship them to you.  They were ordered and shipped on March 4th to the ******** address we have on file.  
  
  Our ******* ******* (***) called and left a message for you to call us back to discuss this.  He called on March 16-17.  We did not receive any call back.  We also called again today.  No answer, and we left our name and number for you to call back.  
  
  Please contact *** if there is anything that you still need.  If we don’t hear from you, we will presume that the parts shipped back on March 4 resolved the issue.  
  
  
  Sincerely
  *********

• Initial Complaint

  Date:03/09/2023

  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 Thursday Feb 23 we had a repairman come to diagnose the problem with our fridge. He came and looked at the back of the fridge, did not open anything up, ordered a part and said another repairman will need to fix the issue. We had to pay $175 for the 10minute visit. The next repairman comes two weeks later after two cancelled appointments and tells us it is a non-repairable issue. ********* will need to exchange the fridge. So we paid $175 for nothing. He did not diagnose the issue correctly and cost us two more weeks without a fridge.
  Our service order # with Diamond is **************

  Business Response

  Date: 03/13/2023

  On February 23, 2023, a Diamond
  Factory Service (DFS) technician was dispatched to the customer’s home to look
  at their refrigerator.  The technician found
  the temperature at 70 degrees and found that the compressor was running hot.  The technician called a senior refrigeration
  technician for more information.  (DFS
  standard practice with a “no cool” refrigerator is to send a general technician
  out to diagnose the unit.) 
  
  The senior technician advised to
  order a compressor unit.  The technician told
  the customer that he would only have to pay for the trip and diagnostic fee that
  day and the senior technician would be the one to return (scheduled for March
  10).
  
  The senior technician confirmed that
  there was an internal leak in the system which is non repairable.  The customer has a 60 month warranty on parts
  and labor (unit was purchased 1/19/19) but the trip and diagnostic charge is
  not covered. 
  
  The senior technician called *********
  and asked them to document that the issue was an internal sealed system leak.  He also advised the customer to reach out to *********
  for a solution on the non-repairable refrigerator.
  
  The customer would have had to pay a
  diagnostic fee either way as the warranty does not cover trip and diagnostic.  The technician did go to the home to do the
  diagnostic work and a second technician went out as well.  This is why there is a charge for the
  diagnostic work.
  
  We respectfully ask that this case be
  closed.

  Customer Answer

  Date: 03/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: The first technician that came to the house and charged $175 to diagnose the problem, did not properly diagnose the problem. If he did we would have known the fridge was non-repairable and could have contacted ********* immediately for a new fridge under warranty. Instead he came looked at the fridge for less than 10 minutes and scheduled a senior technician to come out two weeks later. When the senior technician arrived after two cancelled appointments, only then did we found out the fridge was non-repairable. For $175 I would hope the technician would be able to tell if it is repairable or not. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:02/03/2023

  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.

  Dec 29th Diamond service came to see why my brand new refrigerator door swings open so fast. He thought the door wasn't square and ordered a new one.
  New one came to my house. Different service person came Jan 26th to install the new door. It's still swings fast, and now it's 1/4" high. Handles are off. Door is off. He put on his official transcript that the floor is 1/2" unlevel and it's an installation issue. Now, ********** won't come back out to fix the second door being off kilter because the tech said it was the floor. The original door wasn't off height wise. It swings too fast. He LIED. He didn't even have a level. I gave him one and showed him the refrigerator is level and plumb. IT'S NOT THE FLOOR.
  I sent 10pics to ********** showing not only is the refrigerator case level EVERYWHERE, it's plumb everywhere too.
  I called support again. A very sweet and nice young woman tried to help but had to use the script: we go by what the tech submits. As such, you are not covered under warranty. We can't send anyone out. The door handles are a cosmetic issue which is not covered.
  He lied on the transcript now ********** won't address the new door being installed incorrectly.

  Business Response

  Date: 02/08/2023

  We have shared
  this customer’s complaint with our ******* *******.  He has reviewed the file and created a new service
  ticket to address their issue with the door.  We will send a different technician to their home on the next
  appointment. At the time of this response, the ******* ******* has left the
  customer a message to call us back to schedule the appointment to get this resolved
  but we have not yet heard back from them.
  
  Given that
  we are going to schedule an appointment to return to the customer’s home to
  address this issue, we respectfully ask that this case be close.
  
  Thank you.

• Initial Complaint

  Date:01/11/2023

  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.

  Scheduled someone to come repair my freezer. The repair technician just suggested to let the freezer unthaw and then to restart. It only worked for 2 months and then still had the same issues. Tried calling and contacting the company to send another technician out to fix the issue without service fee. Only a manager could approve that, however, the manager would never answer or return my call for three weeks.

  Business Response

  Date: 01/18/2023

  Diamond Factory Service received a request for service
  from ********* for the customer’s freezer.  The appointment was scheduled for
  9/29/22. 
  
  When the technician arrived to the customer’s
  home, he inspected the unit and found that the gasket at the bottom of the door
  was not sealing which was causing frost build up in the fan and it could not
  turn.  He indicated that the customer is going to thaw the unit out and call
  back if any problems.  He charged the customer
  for our service fee only.
  
  Customer called back on 12/29/22 stating that the
  unit was not working again.  The Service Manager received a voicemail from
  customer on 1/5/23 asking for refund.  He tried to call the customer back
  and was unable to leave message.  He ordered the possible parts that would
  resolve issue so the technician would have them when he reassessed the issue on
  the next visit. 
  
  On 1/11/23 the Service Manager received a call
  from our call center stating that the customer was calling in about service and
  didn't want to pay for anything else.  He advised that we wouldn't charge
  another service fee, but the customer would be responsible for any parts and
  labor required to repair unit.  Our warranty for our work is 90 days and
  the customer had passed that by a few days but we honored it for them.  The customer stated that was unacceptable and
  demanded we cover all costs for parts and labor or to refund his service
  fee.  The Service Manager advised the customer service representative that
  there would be no refund, and if they wanted to repair, they would be
  responsible for parts and labor to replace any defective part.  Customer
  disconnected and said they would be filing a BBB complaint.  
  
  We were willing to honor or service fee, but
  customer wouldn't accept this.
  
  We respectfully ask that this case be closed.
  
  Thank you.