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:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A service technician for Diamond Factory Service, ****, came to work on my ********* stackable dryer. He came a day after he was scheduled. When he arrived, he said he could not work on the dryer even though he confirmed that they did know it was stackable unit when the service order was placed, but he was unable to move it due to company policies and his hands were tied. He said I would have to hire another company to move the dryer before he could diagnose the problem. I asked him why his company did not let me know that? He wanted me to pay him $175 up front, and I told him I wanted to confirm with his company that they could do the job if I was able to move the dryer since it seemed concerning that he said his hands were tied by so many company policies that were not the case with the factory service for ********* in the past. He said that is because Diamond just took over in June. I asked him to call his company or I could to confirm they could complete the job before paying since he was unable to do what I hired him to do. He said he completely understood how I was feeling but he could not wait five minutes while I called his company. This seemed odd since he had not been at my house long. I called Diamond before and left my driveway and talked with ****** who said he understood. I had dryer moved into my hallway & have paid Diamond with assurance they would have technician out this week to fix the dryer. Now that I have have paid them for doing nothing they are not scheduling my appointment they said I was on the schedule for Friday but when I called today to confirm because I have had so many problems with them. I was not on the schedule, and they said the earliest they could do now is next week . They also put me on extremely long holds every time and have been disrepectdul. I do not feel comfortable with this company and feel they are not being trustworthy or professional.

  Business Response

  Date: 01/09/2023

  Diamond Factory Service (DFS) received a service request
  from ********* for the customer’s dryer.  The appointment was scheduled by ********* for December 28, 2022.  On December 27, DFS contacted the customer to
  move the appointment to December 29.  The
  customer agreed to the date change, however later that same day, the customer
  called to confirm that the appointment was still on December 28.  We are not sure where the communication
  breakdown was regarding the appointment change.
  
  The technician called the customer on his way to the
  home.  He advised that there would be a
  trip and diagnosis charge of $175 and the customer indicated that she was fine with
  that.  When he arrived, he found the unit
  stacked in a closet and therefore not accessible for repair.  He could not unstack the unit from its
  installation without detaching or damaging customers venting which was already
  damaged and likely causing the unit not to heat.  He advised the customer that the unit
  probably needed a thermal fuse.  He
  explained this to the customer and advised that she did still owe the trip fee
  of $175.  He advised that DFS could send
  two technicians out next time to unstack the unit but it would be an additional
  charge.  She advised that she would get
  the unit unstacked and she would buy the part and have the husband install it
  but would not pay the trip fee at that time.
  
  On December 30, the customer called back to advise that
  she had the dryer moved into the hallway for service.  The CSR contacted the Service Manager who
  advised that we would need payment for the initial visit.  The customer called back on January 3, 2023
  and provided payment of $175 for the trip and diagnosis fee.
  
  The customer called DFS on January 4 to schedule the
  return appointment.  She was not happy
  with the date that we had available for her appointment and was very
  argumentative with the CSR who was trying to help her.  The Service Manager has reviewed this account
  and requested that the customer contact ********* for a different servicer as
  she is clearly unhappy with our company.
  
  In a show of good faith, however, DFS will offer to refund
  the customer half of her trip fee – in the amount of $87.50.  We will wait to hear if the customer will
  accept the offer and then proceed with the refund.
  
  Thank you.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Diamond Factory repairman **** came to my home on 8/10/22 & repaired the horrible door noise coming from my ******* *** dishwasher, charges were $233.22 by Check PIF that day. He left No receipt or break down of services rendered for parts or labor. He stated the office would email the info to me. By 8/15/22 had to make another appt because dishwasher wasn’t washing the dishes, was dispensing the Cascade pod on the floor of the dishwasher fully in tact. The soonest appt was made for 8/29/22, **** came back & discovered he had left a line disconnected, apologized, said N/C & left. Dishwasher again stopped working properly & made a 3rd appt for 10/12/22, which turned out to be a No call No show. Complained to company & **** came back on 10/14/22. He said, he didn’t have the parts to fix the dishwasher & wrote down what I needed to have a plumber do: Replace dishwasher supply water valve. Give sufficient slack in supply line to access DW water valve(braided stainless steel preferred if available). DW water valve has 3/8” male/female threads pointing downwards for supply fitting 90 degree elbow. I made appt with Orr Plumbing for 10/17/22. Necessary work was done as suggested by **** to the plumber. Charges were $350.00. **** returned also & did his repairs on the DW. Washed the dishes & discovered the next day that water had accumulated in the bottom of the DW & when the door was opened the water spilled out onto my hardwood Maple floors. I slammed the door & ran for a dozen or more bath towels to soak up the water along with a bucket. There was No water under the kitchen sink
  where the plumber made his repair. I lodged a complaint on 10/17/22 about what had happened to a 10’ x 3’ section of my wood floors. They started buckling, separating & curling on the ends. I spoke with several reps, & sent pictures to **************************** for her lead mgr ***** ************* ******* to call me back. ***** & I spoke on 11/2/22 & his mgr is **** *****, Nothing is Done!

  Business Response

  Date: 12/08/2022

  Our Service Manager has been in contact with the customer
  and has asked her to contact the flooring company that installed the flooring to
  obtain a repair estimate.  He also
  advised that he would send her the contact information for the company that we
  use.  That will enable us to have two
  quotes for the necessary work.  She indicated
  that she would do that.  Once we have
  that I information, we will be able to proceed with next steps. 
  
  Given that we are now working directly with the customer
  to resolve their issue, we respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:10/18/2022

  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.

  This is regards to the Boston office of this company. Our oven that is only 4 years old had a major issue with it that caused a fire in our home. The oven heated up to broil when it was only set to 325 degrees, causing a fire within the stove that was hard to put out. On Sep 16, a service call was placed and we were told they would come out on Oct 7th. No one showed up. We called and was told the person would come on October 17th. We received a call saying a person would be out that day. No one showed up. When we went to bed around 8PM, someone furiously rang our doorbell waking the household. It was a service guy ******. He knew what the problem was because of the error codes we had provided a month ago. But he purposely did not bring the part needed to fix the oven completely wasting our time. And then did not say he was coming back to fix it and gave us no date. We called the office on Oct 18th and spoke with ****** in the office. They refused to schedule another appointment for us. Now we have a broken oven that is a fire hazard, we have paid for service and no one is willing to fix it. ****** was also very rude to us over the phone explaining that she would not be able to tell us when someone can fix the oven. I'm not sure if they think because they told us what the problem was that resolves the repair, but I feel like this does not resolve the issue. They need to prioritize this service as we have been over a month waiting for this fix.

  Business Response

  Date: 10/24/2022

  Diamond Factory Service (DFS) received a request for
  service from Whirlpool for the customer’s range.  The appointment was originally scheduled for October
  7 but the appointment was moved to October 17, most likely due to being overbooked
  in that area.
  
  A technician was dispatched to the home on October 17 and
  he found that the broil relay shorted which required a new control board.  He ordered the part and advised the customer
  that we would call when the part was received.
  
  The customer called on October 18 and indicated that he
  was not happy with how his service was handled and that we should overnight the
  part.  We explained that we were unable
  to do that and referred him to his extended warranty through Whirlpool as they
  may be able to assist.  At that point, *** ******* joined the conversation asking us to get an appointment scheduled.  It was explained that we cannot schedule a
  time slot without knowing that the part would be in.  The customer then advised us that they would
  be filing a complaint with the BBB.
  
  The landlord called later that day (Oct 18) asking for an
  update.
  
  On October 19, the customer gave DFS a 1-star review on
  Google for our Michigan DFS location.  We
  also received a BBB complaint.  The
  tenant (*** *******) called that afternoon and was told (not sure by whom) to
  call us to discuss.
  
  The Operations Manager, *****, took the call and spoke
  with *** *******.  She explained that we
  do not have the part available at any of our distributor locations that we use.
  In this case, because she has an extended warranty, we are able to submit an expedited
  parts request to Whirlpool.  When that
  happens, Whirlpool has 21 business days to locate the part.  If the part has not been located, Whirlpool
  has another 10 business days to escalate the request within their organization.  ***** explained that, in some cases, the part
  may be located quickly but there is no way to know.  She told the customer that DFS would reach
  out to Whirlpool after the 21 business days were over to get an update. 
  
  ***** advised the customer that she would personally watch
  for the part to come in and, if it didn’t within the 21 business days, she
  would contact Whirlpool and then update the customer. 
  
  At this time, there is nothing else DFS can do other than
  continually monitor for the part and stay in contact with Whirlpool and the
  customer.  Once DFS has the part, we will
  schedule the customer.  If the part doesn’t
  become available, Whirlpool will reach out to the customer with a resolution.
  
  DFS respectfully ask that this claim be closed, or put on
  hold until this is eventually resolved.

  Customer Answer

  Date: 10/25/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:

  Although I appreciate the business speaking with me, the fact remains that I am over 2 months without an oven and now it is looking like it will be about 4 months for a resolution. I was not contacted when the part was ordered, I needed to contact the company to get that information and I have received no other status update since then. In fact, when I called on Oct 18th, I was told they did not have a date as to when they would be ordering the part. There is nothing in this response that ensures that they will escalate the repair when the part comes in, so I'm not sure if I will be waiting another 4 months, 6 months or a year for a repair person to come out. I understand their hands are somewhat tied since they made the bad business decision not to keep any inventory and are relying on another business, but I want to know this repair will be escalated as it is a major safety issue. If the repair person is overbooked, they need to cancel those appointments to see to this repair due to the length of time they have left me with a faulty and dangerous piece of equipment in my home. Unless they can ensure they will fix it within 24 hours after receiving the part, I am rejecting this response.
  
  
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:10/17/2022

  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.

  My KitchenAid dishwasher serial # ***********, bought 9/7/2020 with warranty broke down, consumer outreach @whirpool.com dictated a proactive repair circuit breaker, Circuit Breaker all free of charge Monday 27 June 2022. Contacted Diamond Factory Service, they are KitchenAid repairs operation, their mechanic **** came to the see the dishwasher August 11 2022, determined that the dishwasher was in need of service , needed control and wash motor replacement and charged us $175..00 for his visit, to our dismay because we were under warranty nevertheless we gave him a check for $175.00 we wanted to repair the dishwasher his name was ****,. **** told us that he was from ******* helping the operation here in Ma. Came in a truck with the Diamond Factory Service Logo., **** told us that they will be back in a couple of weeks to repair the dishwasher . To this day Oct 17, 2020 we havent heard from them, when I call , that haven been several time , they tell me that the parts are in back order and if I want a better service to call KitchenAid myselfwe are ****** concern because they happen to be KitchenAid Service Company, they are the one that can do the repair.We are a couple of senior citizen, afflicted with serious conditions that need a closure to this dilemma, we need this dishwasher fixedI pray to God that BBB would assist us With this situation with this Service Organization. Their ****** Office is ************ ************************************

  Business Response

  Date: 10/27/2022

  Diamond Factory Service (DFS) received a request from Whirlpool to service the customers dishwasher.  The appointment was sent to DFS with an authorization to pay for parts only.  Trip/diagnosis and labor would be the customers responsibility.
  
  The technician arrived at the home on August 11 and found an F8E2 fill valve electrical problem, F8E4 float switch error; F10E2 dispenser electrical problem.  He ran diagnostic tests and found that the unit fills very slowly and once filled, the motor will not run.  He verified that 120v is going to wash motor but no operation.  He ordered the wash motor, control and valve for repair.  The customer was charged for our trip and diagnosis fee of $175.00
  
  Customer called DFS on September 14 and spoke with one of the ***s who noted that the customer was very suspicious of DFS.  Customer asked many questions and insinuated that DFS was not a legitimate business.  Customer was confused because the technician was from our ******* office.  The *** explained that we are a new company in ************* and we had some of our best techs from our other offices helping in that area.  It was also explained that parts were on order and DFS would call when the parts arrived.
  
  Customer called three times on September 26 and was transferred to a manager to leave feedback.  Customer called on October 6 asking again about parts and we advised that they were not in yet but we would call her.  She stated that she wanted a refund.  The *** is not able to make decisions on that and stated that she would transfer the call to the ************* manager.  The customer hung up before she could be transferred.
  
  Customer called on October 10 and wanted to know who had called her from a 508 area code.  There was no documentation in our file but 508 is a ************* area code, so it may have been someone from the local office.
  
  DFS received all needed parts on October 17.  We received the BBB Complaint on October 19.  We called the customer on October 19 to get their return appointment scheduled.  The customer scheduled for October 25.
  
  The technician was dispatched to the customers home for the scheduled appointment on 10/25.  He replaced the needed parts and tested the unit to make sure it worked before he departed.
  
  The unit has been repaired so we respectfully ask that this case be closed.

  Customer Answer

  Date: 10/28/2022

  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:10/06/2022

  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.

  Diamond factory service serviced my refrigerator on Aug 18th. So when they come out there is a diagnose fee but only thing guy does is ask you what's wrong, I told him and he tells me what I need to fix it walks to van comes back with part and price. I asked him if he going to look at it say he does all the time he know what he talking about. He said he did seen 18 repairs that day and fixed 13 other 5 didn't have parts with him. If you have to diagnose 18 repairs and do 13 repairs with travel time between customers and lunch break. No way you can do job right just throwing parts at people items don't care if problem fixed long they make money can alway charge you layer for another part. They are just scams, I have requested my money back so I can call a real repair agent to my house losing food freezer still doing the exact same thing so what he did didn't do nothing but cost me more food going bad wasting my time.

  Business Response

  Date: 10/17/2022

  Diamond Factory Service (DFS) received a service request
  from Whirlpool to repair the customer refrigerator.  Customer indicated to Whirlpool that the unit
  was not cooling.  The appointment was
  scheduled for August 18.
  
  Prior to a repair, we review the issue and try to send
  parts with the technician so that he may (hopefully) repair the appliance on
  the first visit.  In this case, we sent
  several parts with the technician.
  
  Our technician was dispatched to the home on August
  18.  When he looked over the appliance,
  he found that indeed the unit was not cooling properly.  He found the evaporator frozen over and the
  fan was not running correctly.  He ran
  diagnostics and found that the bi-metal was open when it should be closed.  The defrost heater was not coming on due to
  the issue with the bi-metal.  The part
  needed (bi-metal) was sent with the technician so he was able to repair the
  unit at that visit.  He collected $458.28
  from the customer (breakdown below):
  
  Trip & Diagnosis:              $120.00
  Labor:                                   $125.00
  Part:                                      $200.73
  Tax on part:                        $  12.55
  TOTAL:                                  $458.28
  
  As a side note – the technician ran 11 calls that day,
  which is about the average for this technician.  He did not have any reason to rush through this call.  In fact, he was there for about 50 minutes,
  so he did take his time on this repair.
  
  On August 25 the customer called DFS twice asking for a
  refund.  The first CSR stated that the
  customer just demanded a supervisor and when asked for his information to pull
  up his account, he started yelling at her.  The second CSR explained to the customer that we would be able to come
  back to the home (there is a 90-day warranty on our work and a one-year part
  warranty) but he refused to allow us to do that.  He stated that he would just go to his bank
  and advise that we never completed the service.  He also stated that he would call the BBB and leave a bad review on
  Google.  When the CSR was transferring
  him to a manager, the call was disconnected thus no message was left.
  
  The customer called again on October 6 and told the CSR
  that he was going to call the BBB.  The
  CSR transferred to the appropriate person to deal with this.  Several hours later, we received the BBB
  complaint. 
  
  DFS provides a 90-day warranty that allows for us to go
  back to a customer’s home if they are still having an issue.  If it is a result of the previous repair, no
  trip or labor would be charged.  If the
  part was defective, there would be no charge for that since there is a one-year
  part warranty.  The customer would only
  be charged if there was a new part that was needed or if the issue was
  completely unrelated to the previous repair. 
  
  Our offer to the customer was to schedule a return visit
  (at no cost) to look at his refrigerator (unless a new part was needed).  There would be no refund for the customer
  since we did complete the repair that we were contracted by Whirlpool to do.
  
  Given that we have offered to come back to the customer’s
  home (which he has refused), we respectfully ask that this case be closed.

  Customer Answer

  Date: 10/17/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  Just because you put a part in don't mean you fixed my problem and I know he said was the problem before he did any test you wasn't here. All time was here was waiting on it to unfreeze and doing repair not a test. Was frozen he use our hair dryer to unfreeze to open it, why was here 50 mins. Think about what you say he was here 50 mins from time get here to time does repair. My freezer is frozen like piece ice mind you. He talked to me tells me my freezer not unthawing need a part cause sound like something won't close. Whatever he said I even ask was he sure never even seen my unit said do all time knows what he talking about that took like 10 mins os this 50 mins remember now you said was here 50 mins. He went out got me prices on a part already had in van because some how knew that's the part I would need without seeing my unit so no matter if that was part I needed or not was going to sell me that part. That just happened to be part I needed. Call in with price we talk about it another like 5 mins I agree he starts to take door off and open unit. The freezer if frozen so can't get back plate off without unthawing for like 20 mins with my wife hair dryer. Once get unthawed enough to get open he does he job and pit all back together so in that 50 mins here when would he have had any time to diagnose my freezer and do all the other stuff I talked about on top off taking my payment and everything at the end. Let be real. I want it working but not going to give you more money on more parts if it need another part when first part put in didn't do anything so I wasted money on a part that if I need a different part I never needed the first one that was sold to me. If that one is defective and I just need that part and all free then that would be great but I never got call back from supervisor and I did leave messages 2 times after they transfered me. Yes I was mad I lost ton meat because I thought was fixed and used it. Food cost a lot right now so to pay you 458 dollars to fix something and I call days after left. I attached picture of it still frozen again

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

• Initial Complaint

  Date:09/15/2022

  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.

  On March 13, 2022 I had a Whirlpool refrigerator delivered to my home. On June 16, the upper ice maker stopped working so I called for Whirlpool for repair. The earliest someone could come June 29. By June 22, the fridge stopped cooling. A man from Diamond Factory Service came that day and ordered a part. I had to schedule another service call for the part to be installed. On July 18, DFS came out and installed the part. It stopped working after 12 hours. I called Whirlpool and had to set up another appointment for repair on August 2. The same man comes out again, turns the refrigerator on without doing anything and told me to let him know in the morning if it is working. It stopped working 12 hours later. I called him and he said it needed a compressor. The compressor was ordered August 3 but it was back ordered. I was able to get the tracking number from Whirlpool and when it was received by DFS,I called them to schedule the repair for September 1. A different man came out with the compressor. He called Whirlpool Technician and said they don't think it's the compressor but the board and it's back ordered. I've had this refrigerator 6 months, it has only worked 3 months. I've had 4 service calls, only 1 part replaced, and the part they THINK it may be is back ordered. This is Whirlpool's warranty service company. I am told they go to learn about their products specifically yet 3 months later I still do not have a working fridge. If they don't know what is wrong, please let Whirlpool know so I can get this replaced and have a refrigerator for the upcoming holidays.

  Business Response

  Date: 10/03/2022

  Whirlpool requested that Diamond Factory Service (DFS)
  service the customer’s refrigerator because the unit was not making ice and
  water was dripping from top of ice maker and unit was not cooling.  DFS dispatched a technician to the customer’s
  home on June 29.  The technician found
  that several parts were needed.  He
  ordered them and scheduled the return visit while in the customer’s home.
  
  The technician went back to the customer’s home on July
  18.  He replaced the parts and determined
  that the unit was working.
  
  DFS received another service request from Whirlpool.  The customer was scheduled for August 2.  The technician indicated he would follow up
  the next day.  On August 3, the
  technician found that the unit needed a compressor and uv drier.  He ordered the parts and advised the customer
  that we would contact them when the parts arrived. Unfortunately, the
  compressor was on backorder with our parts distributor so we escalated it
  directly through Whirlpool.
  
  DFS received the part and contacted the customer to
  schedule.  The technician went to the
  customer’s home on September 1.  The
  refrigerator was off when he arrived.  He
  turned it on and it started right up drawing 0.8 amps.  The technician contacted Whirlpool’s
  technical support and was advised not to change the compressor but to replace
  the UI control.  We expedited the control
  via Whirlpool.
  
  DFS received an email from Whirlpool on September 15
  indicating that the part had shipped. 
  
  On September 19, DFS received a notice from the BBB that
  the customer had filed a complaint.  After receiving this notice, we called Whirlpool and found that the
  part’s tracking showed that it had arrived at DFS facility earlier that day.
  
  We now have the customer scheduled for the part install
  on October 10.
  
  Given that we have the needed part and have an
  appointment to complete the repair for the customer, we respectfully ask that
  this case be closed.
  
  Thank you.