Reviews

Review Details

• Review fromAmber S

  Date: 06/30/2025

  1 star
  They scheduled a repair service two different times and did now show up

• Review fromDan P

  Date: 02/22/2024

  1 star

  Dan P

  Date: 02/22/2024

  I would give company a 1 out of 5. Called ********* center for NPS because we were having problems with ******* Washer and dryer. Two service men came out said no problem with dryer just exhaust pipe stopped up, washer need new part and would have to order. The two service men worked on exhaust pipe and when left said dryer was working. They ask for their $250.00 payment be made out to ***** smart Service not to National Platinum service After they left tried dryer was not working no exhaust was coming out vent pipe, hired another company to come out and clean out exhaust pipe so dryer would work. Paid other company $150..00 to come out and clean out exhaust.Two weeks later one service man came out to repair washer, when he came we were questioning why they had left the previous time and not repaired the dryer he wanted us to call the office in ********* and tell them of our concerns. Lady in ********* was very rude and stated they work on appliances not dryer vents. ********* office called the service rep that was at our house and told him to say he had wrong part and was not going to repair Washer and we could get someone else. Bad way to run a business, still don't know why they wanted payment made out to S&L Smart Service, will not use this company again.

  National Platinum Service, Inc

  Date: 02/23/2024

  We came out to diagnose and repair the issue going on with the dryer. The dryer, after cleaning the dirt and lint inside, tested fine. The technician came out and showed you that the vent system had to be cleaned out, you did mention that you saw the tech pull 6 inches of dirt out of the vent. Appliance repairs and air vent cleaning are two different trades. The air vent in your home is not part of the appliance itself, it is the exhaust system in your home that hooks up to the dryer. You mentioned to us that the dryer worked fine after the vent in your home was cleaned out. Meaning the technician was right. The dryer was working fine when the tech was done with it, it was the air vent that was dirty, and as mentioned before it is the #1 cause of dryer heating malfunctions. You paid for the dryer services, not for us to clean the vent-thank you. As for the washer, we unfortunately did preorder the incorrect part numbers, however the technician did inform you of this onsite, however, you told the ********* customer ********************** representative that you refused to pay anything for the washer, because you felt you overpaid for the dryer. Also, when you spoke with our head technician, you mentioned you no longer wanted us to come out with the right parts because of the misunderstanding about the dryer repair and vent cleaning being two different trades. All phone calls are recorded. You emailed us about the very same misunderstanding and even headquarters explained in detail over again that we only repair appliances, we do not do dryer vent cleaning services. Also, National Platinum Service is the parent company of ***** ***** Services. We work to the best of our ability with hundreds of customers on a daily basis and we are very sorry that you are unsatisfied with our services. We wish you the best of luck and God bless.

• Review fromBruce S.

  Date: 04/05/2023

  1 star

  Bruce S.

  Date: 04/05/2023

  Came out to fix my dishwasher .told me that I needed a plumber.water in my sink was hot.they insisted water temperature was the problem .tech told me he never encountered this problem before.horrible service had to call a samsung tech they came out and diagnosed the problem.Do not use national platinum unless you want to be frustrated and not get your appliance repaired.

  National Platinum Service, Inc

  Date: 04/09/2023

  We apologize for your inconvenience. We were assigned your repair from your extended warranty company after your previous repair service requested a vendor transfer due to issues they were experiencing. We were assigned your dishwasher for two different service calls. The original issue was that it was leaking and had a leakage error code. We resolved this issue on 2/13/2023. On 3/22/2023, we went back out because you stated the dishwasher was not drying or cleaning your dishes very well. The technician noted he ran your hot water in your sink for an extended period of time However, the water entering your dishwasher remained cold. The technician and the office manager explained to you that the dishwasher will not clean or dry your dishes properly if the water going into the dishwasher is not the correct temperature. We explained the heater in the dishwasher is not designed to heat the water going into it, however, it is used to maintain the temp of the water. We are only contracted to service home appliances, so the technician rightfully told you, you would need a plumber to figure out why the water temp going into the dishwasher was too low. You stated our technician told you "he never encountered this problem." However, this is a very common issue with dishwashers. The supply temperature should be 120-149 degrees. Please refer to https://www.samsung.com/us/support/troubleshooting/TSG01001910/ We are contracted factory authorized service providers for Samsung. At this time we feel we gave the proper diagnosis for your unit.

• Review fromLee S

  Date: 02/24/2023

  1 star

  Lee S

  Date: 02/24/2023

  This company sucks!!! a tech comes to my house tells me a leakage problem for washer is due to my water feeder hose, the soap tray, after being all of 15 minutes and leaves, my just turns on the machine and it is leaking as before. I will be filing as many complaints as humanly possible and possibly a lawsuit it’s time companies pay for their defrauding the public at will.

  National Platinum Service, Inc

  Date: 02/26/2023

  Hello Mr. ******.
  We do regret that you had a bad experience with regard to our service.
  We were out to service your washer on 2-24-23 for a 12 to 3 time frame appt.
  Our technician went out and diagnosed the unit for a leak issue.
  We have ran the unit on a test cycle to test all the parameters which involve operating the water valves, wash motor, drain pump and all of the components according to the manufacturers specs.
  Our technician did find the water splashing sporadically which is not normal when tested the water valves for the filling cycle and dug further to take the detergent tray out.
  This tray was taken out to diagnose since that is where the water is dispensed through normally into the drum in a water fall like stream.
  For your unit, the water was splashing sporadically when filling and not through the tray but was splashing sporadically over the tub.
  The reason for that was because we found a foreign debris in the detergent tray where the siphon tubes were blocked by a rubbery or plastic foreign material. In any ways, those are not to be in the detergent case since it is not part of the unit.
  Our technician physically removed the foreign debris and retested the unit and found that the water was dispensed into the drum as normal as a waterfall stream and not splashing over the tub.
  We informed Mrs. ****** of the hot water hose in which it was leaking in small amounts near the home valve side on the wall not due to our fault or the unit. It was due to the hose being old and used.
  That was explained so that the customer is aware to take care of it since it is a leak and it needs to be taken care of right away by the customer since the water hoses are not a covered item according to the warranty company's policy.
  We have explained the leak issue to Mrs. ****** that it was due to the foreign debris in the detergent tray and that after testing, the unit is filling normally and washing normally without any physical leak during our test under LG's test mode procedures.
  You have called and left a voicemail after our tech left your home. And it appears that you have spoken to our service manager in which you have requested the tech to return the same day to rediagnose the unit.
  We have informed you that the tech was not around the area at that exact moment and would be available to get to your home at a later time on the same date.
  But then you replied stating that you are not available on the same date of service that you have requested us to return and that you wanted to reschedule.
  We have got you down for service on 2-28-23 between 4pm to 7pm per your request of the time frame.
  For all the stuff that our technician does to diagnose the issue and to resolve may take 15 minutes or more depending on the case. We do apologize if you were dissatisfied that our resolution took 15 minutes and that the leak issue returned.
  We believe that we do what is needed to diagnose and repair if it can be whether that can take 15 minute or more. But those times are spent honestly and diligently to address the case that we are there for.
  We will re-diagnose on the 28th and let you know of what we find.
  Thank you for your patience.

• Review fromM. J.

  Date: 02/21/2023

  1 star

  M. J.

  Date: 02/21/2023

  I wish there was an option for zero stars. I am one in a crowd of reviewers who wish this company would own up to their consistency in poor customer service.
  I cannot get anyone to call me. It’s a constant interface with their voicemail. I did somehow by the grace of God get to speak to a manager 5 days ago. She said they were at the mercy of a missing part (by the way they have never seen my dishwasher but their phone “triage” team seems to be clairvoyant) That manager did her manager-best assuring me that agents would be reprimanded for their lack of communication. Apparently they aren’t fazed. No one called me today. Or returned my bi-hourly voicemails.

  National Platinum Service, Inc

  Date: 02/23/2023

  We do apologize for any difficulties encountered. 
  After reviewing your dispatch We received your dispatch on 2/08/2023, We initially made first attempted contact at 9:27 a.m on 2/10/2023 via text and phone call, Our team attempted to get a background of what the issue was to have parts related to the issue you're experiencing ordered as quickly as possible. One of our technicians reviewed the problem and advised that we would require a drain pump due to the pump motor failing and not draining the water out of the dishwasher entirely leading to a leak. Doing this helps prevent multiple revisits due to not having parts on hand. Parts were immediately ordered right away at 9:57 a.m. on 2/10/2023. Following up immediately at 10:39 2/10/2023 our office confirmed an appointment for 2/14/2023 but advised you that if parts did not arrive in time that the appointment would be rescheduled for a date that parts did arrive to have it installed. 
  On 2/13/2023 Unfortunately, we have not received the part yet. After looking into the FedEx tracking number 394493800930, it still showed to be delivered by 2/14/2023. On 2/14/2023 the tracking still showed it was on hold at a FedEx facility in Braselton, Ga. Our office contacted FedEx and our parts vendor to get an update regarding the hold. Due to the package delay our office had to remove you from our schedule that afternoon and a phone call was made regarding these changes at 4:33 p.m 2/14/2023 and a voicemail was left. Our representative the next morning attempted another phone call to you at 10:14 a.m 2/15/2023 explaining the current situation and that we are attempting to find a resolution. We did attempt to get the package released unfortunately FedEx updated our office on 2/15/2023 at 11:13 a.m Your package was damaged during shipping and the package was on hold at a FedEx facility under case number C99221878. Immediately our team advised updated the parts depts that the parts needed to be reordered and expedited. 2/16/2023 9:08 a.m your parts were reordered but updated with a "Backorder" status. One of our team members contacted you via phone call on at 2/16/2023 11:42 AM with an update on the status of the new order that was required to be made. That evening at 4:24 PM another phone call was made to assign a scheduled date for part installation for 2/22/2023 if parts arrived with non-further delay.  Another phone call was made on 2/17/2023 at 8:18 AM with an update regarding part status so all parties are well aware of the current situation. Again unfortunately due to parts availability and parts being back-ordered, we reconfirmed a new appointment date for 2/22/2023. Monday 2/20/2023 we received an update from our parts vendor stating that parts are in stock and will be shipped out by end of the day. Due to this update, our office was confident that the confirmed appointment was communicated and that we would wait till parts arrived for the next step moving forward. 
  On 2/21/23  Fedex tracking 394833744872 updates showed that parts will be delivered by end of the day on 2/22/2023. Our office manager did personally send a follow-up email regarding the status of the current part tracking and possibly rescheduling if parts did not arrive in time. Unfortunately, the parts did not arrive prior to our technicians starting their daily routes on 2/22/2023. Our branch manager did reach out at 12:07 PM with an update regarding the current part delivery status and tracking was provided to the customer to reassure that delivery was out of our control. He did explain that with the delivery time frame showing it would be in the later evening, we would have to reschedule the appointment, but recommended a next-day service option for an appointment on at 2/23/2023 10:00 a.m. At 3:30 pm 2/22/2023, our office received a text from you stating that the part was delivered, this does make it difficult as our technician already is on their daily scheduled route. Thankfully our technician was able to stop by the office and pick the part up and get your unit properly serviced. This was our quickest resolution possible, the technician was able to get your unit diagnosed and get the core issue repaired. We hope that our technician and managers were able to provide exceptional service and reassurance. We do apologize for any concerning experience you may have experienced, Our goal is to provide the best customer service possible.

  M. J.

  Date: 02/23/2023

  This detailed timeline you have presented in no way negates the lack of response from your Qsr team. The phone there is not monitored by any human although voicemails were at least sporadically returned even if it was to report on the aggravating damages and delays with this part.
  My contention all along was it seemed terribly backwards to be at the mercy of back ordered, damaged parts without having assessed the issue in person first.
  And as far as my consternation about your Qsr teams lack of response, I take solace knowing that I am by no means in a group of 1 here clamoring about that particular topic.
  Now. Onto the redemption. Hyun is the service tech who was dispatched by Don who is the capable, honest service mgr.
  Hyun may very well be the most conscientious and trustworthy tech I have ever seen. He was gracious and knowledgeable. And in fact he never even needed this magical part we waited 15 days for.
  You all should shower Hyun with accolades and be grateful for his abilities and level of care he affords your understandably agitated clientele.

  National Platinum Service, Inc

  Date: 02/24/2023

  Hello Mr. J******,
  Once again, we do a sincere apology for the lack of response. We made a new process to monitor the voicemail to prevent this in the future.
  And it is great to hear that you were able to get a positive outcome. We assure you that our team gives their best effort to communicate with customers and provide updates as needed. Our office will address your concerns. We guarantee that we can accommodate your and any other customers' repairs as efficiently as possible. We hope that you have nothing but an extraordinary experience moving forward with our company. Our goal is always to provide exceptional customer service. Thank you.

• Review frommichael k

  Date: 02/11/2023

  1 star

  michael k

  Date: 02/11/2023

  Do not let this company service your appliance! They were supposed to fix my washer. They set up an appointment to come out. I tried calling the Greensboro office three times, leaving a message to call me back on the first call. I texted them twice at two separate text addresses to call me. I called the home office which automatically switched me to the Greensboro office. Never ever got a call back. No one ever answered the phone. This is a bogus company and I would rather buy a new washer than let these Bozo's touch the one I have now!!

  National Platinum Service, Inc

  Date: 02/23/2023

  Hello Mr. ************,
  We apologize for any inconvenience encountered. After reviewing your dispatch information your dispatch was received on 1/24/2023. Our office attempted to get your initial appointment scheduled for 1/27/2023, unfortunately, that date just didn't work out so we suggested we would order parts and set up a new scheduled date. In the process of ordering parts related to the issue you were experiencing the parts were delayed as this is common from some of our manufacturers depending on the availability of the part and also where they are being shipped from. One of our representatives did make contact and confirmed an appointment for 2/9/2023 between 12-3. Unfortunately, we were not able to return a call in a timely manner, Our technician did arrive on your property on the day of service 2/09/2023 at 12:15 pm. You advised the technician you no longer required service. Due to this fact, we closed out your dispatch. If you are still in need of service please contact your manufacturer warranty for service.

• Review fromE. B.

  Date: 02/03/2023

  1 star

  E. B.

  Date: 02/03/2023

  I was assigned to this company on January 9, 2023, through Assurant because of an extended warranty for my GE washer and dryer. This company is the absolute worst for customer service. Three appointments scheduled and each time the technician was a "no show". Phone calls to the office which went to voicemail and never responded to or delayed in a response. As of today, February 3, the dryer still isn't fixed. In the future I will spend the extra money with GE Direct Service if ever needed and forget any extended warranty.

  National Platinum Service, Inc

  Date: 02/07/2023

  Hello Mr. ***** *****,
  We are sorry to hear about your unpleasant experience. After reviewing your dispatch I do see we received your dispatch on January 7th, 2023. We did have a technician out a few days after on January 10th, 2023 for an initial diagnostic. The technician did request a few parts, unfortunately due to shipping delay the parts did arrive later than expected. We attempted service for repair on 01/26/2023. This appointment was rescheduled due to customer availability, The appointment was then rescheduled for 02/06/2023. Unfortunately with the given time frame our technician did run behind schedule and caused a domino effect to a handful of customers. This happens every so offen do to larger jobs or unexpected encounters while repairing units, We ask that customers can please understand the circumstances. We do our very best to keep customers aware of situations that may cause any inconvenience. Our office did contact the following customer and updated with the status of the technician and that they would still be serviced. Due to the hostility received and for the safety of our office and technicians the dispatch was reassigned to a different service provider. We hope that your unit gets resolved in a timely manner. We hope that we can service you again in the near future with better outcomes and service all round. Thank you.

  E. B.

  Date: 02/07/2023

  The difficulties we encountered, were never caused by customer availability. They were caused by your technician being a "no show" without any notification to the customer. In fact, even after intervention by Kim your office supervisor we were subject to two further "no shows" both on Friday, February 3. It is impossible to do any business with your company. I certainly see why your company has a Better Business Bureau rating of F.

• Review fromGerald L.

  Date: 02/01/2023

  1 star

  Gerald L.

  Date: 02/01/2023

  My review is the same as every one else. The don't show up for my appointment and don't call to say why. They don't answer the phone when you call either. My appliance is covered under the Lowe's extended warranty so I also called them. They said give National Platinum two more hours and if they still don't show up call Lowe's back. I'm giving them the two hours but doubt they will come or call. I've been waiting since I got up this morning. Not reliable company.

  National Platinum Service, Inc

  Date: 02/03/2023

  Dear Mr. *******,
  Please accept our apology for any inconvenience you experienced.
  Our customer service rep spoke to you over the phone on 1/27/23 to get more information about the symptom details and she thought she informed you that she will call you back to set up a new appointment but it was a misunderstanding on our end.
  As we apologized and explained to you over the phone on 2/2/23, the main reason for the delay was that we were short of technicians due to the positive for COVID.
  Once again, we apologized for the inconvenience and we will see you on the new scheduled appointment date we discussed.

• Review fromCrystal V

  Date: 11/09/2022

  1 star

  Crystal V

  Date: 11/09/2022

  Only used because they are contracted by Samsung.
  
  Absolutely TERRIBLE! I have missed work and been stood up twice with them never showing or calling. Now Samsung, nor myself, can get them on the phone even after repeated voicemails.
  
  They also have either misdiagnosed my refrigerator after diagnosing it in less than 2 minutes, OR they damaged the coil when replacing the EVAP cover.
  
  Now I am having to hire my own repair tech, and Samsung refuses to pay for any of it!

  National Platinum Service, Inc

  Date: 11/11/2022

  Hello Mrs. Vining,
  We do apologize for any inconvenience encountered. After reviewing your dispatch we do see records of our coming out there in August. Unfortunately due to this unit being an out-of-warranty unit we were not able to service the unit due to the refusal of payment for service.
  Your initial dispatch that was sent to our company, Samsung paid for a one-time extended coverage in your favor. We would love to provide service for you and get your refrigerator operating correctly. Please feel free to contact us at any time.
  

• Review fromMary M

  Date: 08/13/2022

  1 star

  Mary M

  Date: 08/13/2022

  National Plattsmouth Service is the worst company you could ever imagine. They came to my home and refused to fix my dish washer. Due to some dead roaches after my house was sprayed the man stood up said I aint doing this you have roach infestation. He took 2 screws out of the 8 that were in there. He said your warranty does not cover it I called my warranty place. And they said thats a lie there nothing in contract stating we can't fix it. Now im out my money and still a broken dish washer

  National Platinum Service, Inc

  Date: 08/15/2022

  Hello Ms ********,
  We do regret that you had a bad experience in regards to the service we have provided you for your dishwasher.
  We would like to explain in regards to the information we have provided on the date of service.
  Under American home shields policy, any sign of bugs, rodent issues dead or alive on the actual appliances are considered not normal wear and tear.
  This is due to the bugs shorting out the main control boards and or other rodents chewing up parts under or inside the unit causing leaks or failure to the parts.
  Upon speaking with the tech that was there on that day and reviewing the pictures of the infestation, it does show that the unit had issues by not due to normal wear and tear.
  We did unscrew the screws and perform the necessary work to get to the area for the repair whether that is 2 or more screws. We were clearly able to see the issue at hand and to stop and to inform you of that.
  Our tech also politely informed you of the outcome of the bug infestation and did not state " I aint doing this, you have roaches". We did clearly inform you step by step on how and why.
  Also we did communicate with American home shield about this and were told that they don't have any notes on American home shield informing you of what we told you about the bug issues being a lie.
  They also did confirm that any sign of bug or rodent issues dead or alive are not covered under American home shields repair policy since it is not due to a normal wear and tear failure.
  Once again we sincerely regret the situation and the experience that you had about your dishwasher repair. We will do what we can to improve in the future but we do feel that we did all we can in a respective manner.
  Thank you for your feedback.