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:04/17/2025

  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 Whirlpool refrigerator froze and leaked water onto my floor. I immediately called them and they told me to use diamond. I called Diamond and one repairman came out and spent 3 hours but never repaired. I complained to Better Business Bureau and I was told that was the only reason I got a second repair man. When he arrived I told him it was the ice maker and he called and ordered a part. He came back on April 14th 2025 and made the repairs, clean the motor and wires. After he left I got a form from whirlpool to replace the damaged floors. They want me to return the used parts to them. So on the evening of the 14th at 5:00 p.m. I called the repairman ********* and asked him to return the parts. The owner of the company called me and he said that was nonsense and he would make a note of it I told him several times call the repairman and get my parts back. Don't know if he did or not. But I called the repairman the same day of the repairs April 14th on the 15th I called three times and each time I left a voicemail no response. ********* will not replace my floors until I personally return the parts they will not accept them from the company diamond. Please9 help me get my parts back. Diamond appears to be a very bad company. BBB please help me

  Business Response

  Date: 04/19/2025

  Hello Ms ************** you for explaining your concern via multiple BBB filings along with the ******************************  The following is our response speaking to your comments. 
  
  Regarding the techs appearance
  While our technicians strive to maintain a professional appearance, we recognize that this was not the case in your situation. We have addressed this concern with the technician involved and emphasized the importance of presenting oneself appropriately during service calls.

  
  Regarding the water
  When doing repairs on products that weve been called to look at due to their leaking water as the reason for service, we will likely have more water on the floor during the repair process.  That said, we should be trying to contain that with towels or something handy so that we arent creating a bigger mess.  We have spoken with the tech about this as well. 

  
  Diagnosing the defect
  Techs have a wide variety of support and or training tools that they have access to.  In fact it is commonplace for techs to seek out help by accessing our on-line diagnostics and tips, calling our lead techs, or calling Whirlpools techline.  Techs have access to sufficient support to get the job done.  Id add that at times it can take longer to diagnose and repair a product just due to the complexities of todays products, but we get through it. 

  
  Cut Hand
  We should never leave blood on any product, or anywhere in your home such as on a counter.  As in this case, the tech didnt realize he had a cut, and that there was blood on your appliance.  That is  plausible, based upon it being a minor cut.  Nonetheless there should be no blood left anywhere.  We discussed this with the tech as well. 

  
  Team Lead Call
  Our ************** leader did call to review all of this with you earlier this week, and to confirm that your product was properly repaired.   He has told me that other than the missing defective part at the time, you indicated that your appliance was now in good working order.

  
  Defective Part
  The technician involved with the ice maker replacement stopped by your home this past Thursday April 17th.  He rang the doorbell, and no one answered.  He left the ice maker we removed from your refrigerator on your doorstep. 

  
  Conclusion
  Im certainly sorry that you needed service in the first place, and for the frustration you experienced with us repairing your refrigerator.  My apologies for that.  I hope that filing your claim with Whirlpool goes well for you.  That is not anything that we can help you with though.  We have reported what we found, and what we repaired to them already though. 

  
  
  Happy Easter
  ***/Owner

  Customer Answer

  Date: 04/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:01/24/2025

  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.

  We had diamond factory service out to repair our fridge. Paid the trip fee. Tech came back a second time with the parts and said we needed to call a plumber to turn the water on. I called our plumber and the water was already on. Still got charged again over $160 and the tech was at our house for 5 minutes. Fridge is still broken. It has been over 2 weeks. Every time I call diamond they transfer me to a manager that directs me to a voicemail. Never have received a call back. We have spent over $300 for a technician that has no idea what they are doing and has spent less than 20 minutes total at our house. Our plumber highly reccomended going else where for the fix. All we are asking for is our money back or someone who knows what they are doing to fix the fridge. Very frustrating

  Business Response

  Date: 02/04/2025

  Hello Mr ****************** you for reaching out regarding your concern.  

  I referred this to my Milwaukee area technician manager last week and asked him to call you to discuss it, and to schedule a time where he could come to your home if needed.  

  I checked with him this morning and he reported to me that he attempted to contact you on January 29th.  He left a voice mail for you to call him back at the number he left in the voice mail.  As of this AM he has not heard back from you.  

  I've asked him to contact you again today or tomorrow.  Perhaps there is some technology problem and you are not aware of the attempted call.  Perhaps like a lot of people, unknown calls are ignored.  

  He will be calling you again today or tomorrow.  It is certainly fine that if like many people who don't answer calls from unknown numbers, but we will leave a voice again and need you to contact us to help get to the bottom of this issue.  

  Thank you again for reaching out and we look forward to resolving any lingering problem with your product, or any problem we may have caused.  

   

  ***/Owner

• Initial Complaint

  Date:11/22/2024

  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.

  The tech showed up 1.5 hours early, was here for 5 minutes. Asked what the problem was, I told him, then he pushed the start button on my dishwasher said it's the motor and he could replace it on about a week for $300 something dollars. I declined - he said ok and charged $125 trip fee. The guy never pulled the dishwasher out to inspect it - was literally here 5 minutes took my card info and left.

  Business Response

  Date: 11/25/2024

  Hello ** ********.  

  We were able to look up your repair work-order this time.  

  There is little more for me to say other than what I said on ****** but I will reiterate it here.

  I told you that the techs in ******* were top tier techs on a national basis.  Out of about 1800 techs in this category, they rank in the Top 20.  They have decades of experience in the appliance repair field.  With our familiarity and experience, at times we can tell you what is wrong in moments with no tear down needed.  In other cases we have to tear the unit apart.  This is not different than asking your car mechanic about some noise your car is making.  Often they can tell just be listening to it.  ***** times, they need to open it up to learn the cause.  

  We agreed to come to your home for our base Trip and Diagnostic fee.  We told you what was wrong, offered to order the parts needed and complete the repair.  You declined.  

  The fact that it took a short period of time to diagnose it I see as a plus.  It should tell you you are dealing with an experienced tech.  On the other hand, if his diagnosis was really quick, and the diagnosis didn't resolve the issue, I could understand your concern.  We never got to that because you declined having the repair performed.  

  I'm sorry you are frustrated, but we did what you asked us to do.  The fact that it took only a short period of time in your home has nothing to do with it.  

  Respectfully I hope you can understand this better now.  I will not be refunding you the estimate fee you paid because we did exactly what we were asked to do.  

  ***/Owner

• Initial Complaint

  Date:10/25/2024

  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 contractor was sent to my home to verify damage on a Whirlpool refrigerator purchased at ******. The initial *** from the Company contacted us through text and was ready to order new doors for fridge that were dented/creased/damaged/dinged upon delivery. The next day another employee "***" came out and declared he was unable to see any damage. I clearly pointed out to *** the damaged areas, including showing him photos of the damage. *** wears eyeglasses, so it is reasonable to assume that he needs corrective lenses. *** could still not see the damage after me pointing it out at several different angles and lighting conditions. *** then proceeded to ************** that there is no damage and the end result being no ***air authorized. This is unacceptable and *** needs an eye exam and remedial customer ********************** training or he should find a new line of work. The fridge is dented in multiple places and needs a factory authorized ***lacement on door(s) that are well within the warranty period.

  Business Response

  Date: 10/28/2024

  Hello Mr ********************* for sharing your concerns.

  I'd be happy to order the top right hand door for you.  We don't view it as damaged, but I'd take care of this despite Whirlpool telling us that nothing is wrong with any of your doors.  If you would like to do that, please let us know.  I have had your file updated accordingly.  Also note that for us to do this, it needs to be ordered within the next 10 days.  There is a limited period of time that we can process things like door replacements.  

  So that you understand who does what, Whirlpool's warranty is their stated policy on what they will repair and how it will be repaired.  Diamond's role is to follow those rules.  My tech, with 20+ years of experienced, spoke with Whirlpool and sent them pictures as well.  He didn't view it as being damaged, but ultimately it is what Whirlpool thinks that guides us.  Again their direction to us was to do nothing.  

  If you would like to pursue this with them, I'd suggest you call them.  Manufacturer's in general respond more favorably to customers than to us.  Unfortunately that is the case, but your best outcome will come through this path.  Again, I have to follow their directions so this isn't optional for us.  

  The file number we have is:  SR# **********   Reference this when calling.  If you call in, and if Whirlpool agrees, they will give you an authorization number that we will need.  It will not work with your telling us "they" told you it was Ok.  We need an authorization number to be doing all these doors.  ************ is the Whirlpool number we have on file to call.  

  I'd also suggest you explore this prior to letting us know whether you want me to replace that top right door.  If I'm going to do this one door as a courtesy, I would like it all done in one trip.  

   

  ***/Owner

   

  Customer Answer

  Date: 10/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I accept the courtesy replacement of the top right door.  I also contacted Whirlpool who also agreed to replace the remaining doors.  I have attached the authorization email with the auth # per ***** instructions.  I request that *** or his representative reach out to me to coordinate this.
  
  Regards,
  
  **** *******
  

• Initial Complaint

  Date:09/28/2024

  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.

  We requested service on our undercounter kitchen aid ice machine since the bin would not stay full of ice and the ice would melt. I had to provide the machine serial and model for the appointment. They sent out **** who has not worked on ice machines before. He had to call ********* (company that also makes kitchen aid) and talk to someone since he is not familiar with the unit. He pressed a few buttons on the control panel and pulled off one large piece of plastic. He then proceeded to tell me everything was fine and there is nothing wrong with the ice machine. I said we called because this is not normal there should be more ice. He said well there is nothing I can do. Why would they send out a tech who has no knowledge on the machine? I paid the ****** trip fee so he would leave. I called the company right away to speak to a ******* on 9/26. Left one ** asking to be called back and then called again that late afternoon no call back. Called again on 9/27 left two more **s and have heard nothing. The kicker is now our ice machine produces no ice and is completely broken. The unit is $2385! So not only did he not fix it, he broke the total unit!*********************************************************************************************************************************************************************************************************************************************** No one from the company will return my call or address this. I was told on 9/27 that the ******* I left the ** with on 9/26 forwarded my messages to another ******* Chip. Why wouldn't the first ******* at least reach out and say we will work to make this right, or any kind of acknowledgement of the crummy situation we are now in.

  Business Response

  Date: 10/07/2024

  Hello Ms ********************* you for letting us know about your concerns.  

  We had our ******************* Leader out to your home on Oct 2 and found that the unit was in good operating order, with a bin full of ice.  No further repair work was needed.  

  We consider the matter closed.  Please feel free to reach back out to us if you have any further questions or concerns.  

   

  Thanks

  ***/Owner

  Customer Answer

  Date: 10/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear

  ***,

  The head Milwaukee man, Chip came out, and entered our home without removing his shoes. My request of a no shoe home were in notes and it states on your site shoes are removed or booties applied.
  

   Chip did not look at anything in the maker aside from opening the door and said wow this looks greatagin the machine was just turned back on 18 hours prior.  He did not do anything aside from open the door.  Fast forward and we still dont have a full bin of ice. Chip told me in three days we would be good.  Not only was that false but we never had follow up from him  Chip then proceeded to get into a disagreement with me on the service fee which I asked to be refunded after their original tech came out and made matters worse.  He said he would take my conversation back and still have heard nothing.  Now current state Our Ice machine now spills water over from the dish as well now which never happened before, however Chip did not address anything aside from try to explain to me how a properly functioning ice machine should work.  We are also aware of how it should work-hence why we called.  
  

  The only way I got a call back from the company was by having to file this complaint.  I left 4 messages and nothing.  I want my service fee back as now we have two failed service calls and still a broken ice machine.  I feel like kitchen aid should remove you as a go to dealer.  Customer ********************** and technical knowledge has a very big disconnect. 

  Regards,
  
  **** ********

  Business Response

  Date: 10/08/2024

  Ms ********,

  Thank you for the follow up note.  

  I spoke with Chip about what he saw when he arrived.  Your ice bin was about 1/3-1/2 full when he arrived.  His assessment was that after only 18 hours of being plugged in, to be that full indicated that the unit was operating correctly. Keep in mind that when the prior tech was there, Whirlpool Techline had him perform a variety of tests and their conclusion was that it was working as designed.  With that as background we aren't going to go digging around inside the unit for any of a variety of reasons.  

  I'm not doubting that you believe the unit has an issue.  However, when the company that designed and manufactured the product tells us it is working per specification, there is nothing more for us to do.  

  I don't know why your ice melt water is filling your tray.  I don't know that to be normal or not, because it wasn't anything we looked at or that you expressed concerns with, while we were there - yes I realize that this became an question after we left too.  Perhaps that is normal given the circumstances of the unit being off for a while and then back on, perhaps there is some problem.  

  I will do one of two things for you at this point:

  1) I will refund what you paid for the initial visit, and closeout the work-order.  No further service will be provided.  

  2) I'll have Chip come back out in the next few days.  If Chip comes back out there will be no refund.  If we find something wrong with the unit, that we didn't cause, there will be a labor and parts charge for you to pay for us to address it.  If we find nothing wrong there will be no additional costs or visits.  

   

  Feel free to think about that for a bit and then let us know.  If we do not hear back within one week, we will close out your work order doing neither option 1 or 2 above.  If I hear back I'll follow your directions.  

  I'd one other comment:

  For what it is worth, Ice Makers tend to be problematic products.  Most people that I know that have them have a technical person out annually to clean them, and even then, they often have issues in between.  None of that is said to imply anything regarding your ice maker, your comments, or our visits.  Simply put Ice Makers need regular attention.  

  Let us know what you decide and we will proceed according.  

  Regards,

  ***/Owner

   

  Customer Answer

  Date: 10/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 by choosing option given by the owner.   I would like the refund of the service call of $131.88  and then the case can be closed and we will not reach out going forward. 
  
  Regards,
  
  **** ********
  

• Initial Complaint

  Date:07/06/2024

  Type:Customer Service 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 company has a monopoly on the Wisconsin appliance repair market. I have attempted to utilize other companies though I am unable to. I have been charged $352.38 for services calls for a washer and dryer to be repaired under warranty. The technician said that we need to better describe the problem, but we showed video footage of the problem with description and the technicians repairs have not fixed anything. My wife and I have to take PTO to let the technicians in to fix the problem so these failures and lack of communication regarding scheduling have let us to incur serious financial difficulties related to this repair. All problems related to the washer and dryer have not been resolved, though we still have a $352.38 bill (not to mention lost wages). Additionally the technician just leave without any warning so we are unable to confirm any work being completed nor pay the bill with a credit card with the technician. We files a complaint with whirlpool as well as diamond factory is the only company in the area available to service these warranties.

  Business Response

  Date: 07/17/2024

  Hello *****************.

  I apologize for the frustration and time off required to get this done.  

  I've read through your notes and have reviewed our files.  

  You purchased products with a "commercial" warranty, which come with a much shorter labor warranty than a residential product.  Warranties are determined by the manufacturer, not by Diamond.  Manufacturer's layout the procedures we are required to follow while providing this work.  Commercial warranties typically come with a 90 day labor warranty.  

  In your case two products were worked on, neither covered by the manufacturers warranty.  A washer back in February, and a dryer this past June.  The $352 is the amount that is due for both visits.  Before we will dispatch a tech back to work on your product, this balance needs to be paid.  

  If you would like to proceed, please call our call center at ************ and ask them to look up your work orders, and pay the balances that are due.  If/when you do that, please let the customer ********************** rep know to let me know that you have paid this off.  I will follow up and we'll get a tech back out to your house shortly thereafter.  

  I'd also add that the last time we checked, there was another authorized provider in the ********* area.  

  Again, I apologize for the frustration and time off required to get this done.  

  ***/Owner

• Initial Complaint

  Date:05/15/2024

  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.

  The part/appliance in question has already been replaced twice since 2021. This is the 3rd time in 3 years and Kitchen Aid has not provided any help because we dont have an extended warranty.We contacted Diamond Factory Repair on 4/29/24 and scheduled an appointment for 5-3-24. Our refrigerator was demonstrating the same issues it had previously (ice maker not working, water and/or ice on the bottom, not staying cold). The tech confirmed it was the same part that had already been replaced twice. We then scheduled another appointment as the part needed to be ordered and we needed to defrost the fridge and freezer in order to repair it.Another appt. Was scheduled for 5-10-24. My husband and I had to make special arrangements for someone to be there as we were both working. The tech showed up, and said the wrong part was ordered, and we needed to reschedule. It was rescheduled for 5-13-24. Because this was a Monday, and we were both working, again. I got approval to leave work when the tech was on his way to be there. ****, the tech called when he was 5min out(11:05am), and when my husband told him I would be there in 5min, **** said that wouldnt work as he had an appt. In DePere at noon, and this was going to take more than an hour. So he essentially showed up without enough time to fix it and get to his next Appt already. I was not leaving work, if he was not going to be able to finish the job so we rescheduled, AGAIN. Specifically for 10am on 3-15-24, as I would not be available after 12pm and the job would take longer that 1hr.No one ever showed at 10am, no one called, or text to communicate anything. The tech showed up at 12:45pm, but did not call myself or my husband. I got home by 1:04 and he was gone. I called Diamond, and asked them to get a hold of him to come back. 45min and no response. My husband called and asked to speak to a manager, and was hung up on. Were going on almost 2 weeks without a refrigerator.

  Business Response

  Date: 05/18/2024

  Hello **** and ***,
  Thank you for reaching out to us to seek help on getting this matter wrapped up.  It is pretty clear to me that weve mis-stepped a few times getting your repair taken care of.  Im also sorry to hear about the troubles youve had with the multiple units. 
  
  Manufactures in general tend to draw pretty hard lines on what they will do for customers once the unit is out of their warranty period.  Overall Whirlpool is pretty good, but periodically their decisions leave a bit to be desired. 
  
  When I read your note I spoke with my Service Manager **** about it.  He had just called you, told me he had a very pleasant and reasonable conversation, and had scheduled a different tech back to your home the following morning.  He later updated me indicating that the repair had gone well, and that the work was done. 
  
  Thank you again for reaching out.  I apologize for some of the scheduling mis-steps we had, but more importantly, it was a pleasure dealing with someone reasonable, and it was nice to see the issue resolved. 
  
  Best wishes
  ***/Owner

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While I do appreciate that a different technician was promptly scheduled to come out and completed the repair, it appears the original problem with the refrigerator is not resolved. We gave it time to see if it would respond to the repair however, the ice maker is still not making ice like it should and while the temperature says 35 degrees, everything inside it is barely chilled. We have been hesitant to put much in it for fear it will spoil. I have not directly contacted Diamond as, 1. I do not wish to sit on hold or have an unpleasant conversation with anyone, and 2. thought it best to go through bbb.
  
  Regards,
  
  **** And *********************

• Initial Complaint

  Date:02/15/2024

  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.

  This company tries scamming customers for money above what is covered in their warranty. Does not have knowledgeable techs and horrible customer **********************

  Business Response

  Date: 02/20/2024

  Hello *******************,

  Thank you for writing regarding your concerns.  Some updates and explanation.  

  When we run In Warranty calls (where someone other than the customer is paying the repair costs) we are expected to provide certain documentation to Whirlpool.  In this case we did not have the receipts needed that would allow us to submit the repair work to Whirlpool.  In fact we did submit it, and it was rejected by Whirlpool.  Our approach isn't some deceptive practice collecting monies that aren't due, but we also know that when a customer can't provide us with what we need, as required per Whirlpool's terms of coverage, we are not able to perform the repair without the customer paying for it.  

  When we are talking with a customer about this, we explain that if they can provide the needed information, the work is provided at no charge.  If the needed documentation is not available, we let the customer know that they can either pay for the repair, seeking reimbursement from whomever is the cause of why it cannot be submitted or wait until we have the necessary documentation to perform the work.  If that sounds frustrating or drawn out, it is for us too.  However, to be very clear these are not our rules, but rather the rules of the people that are paying the repair costs.  

  We did resubmit the work already done today, and are optimistic that it will now be paid.  Additionally, ********* has provided us yesterday with an authorization to continue with any work where they have confirmed that they will pay for the costs to do so.  Good news.

  Lastly, I also see that you spoke with our dispatcher yesterday, and asked that we schedule the next visit on March 8th.  We could have been there sooner, but I understood that this was your preferred date.  

  I hope this provides some additional explanation and confirms our going forward plans, specifically confirming that the repairs costs are being covered by Whirlpool.  

   

  ***/Owner

• Initial Complaint

  Date:09/07/2023

  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.

  Date of "Service"- 09/06/2023- It took 2 weeks for a technician to come out- He told us that the valve and heater need to be replaced- would take a 2 weeks for the parts (invoice attached) then we can schedule another technician to come out to replace it. 09/07 the technician came out- told "I don't think the heater needs to be replaced, let's plug it back in and see if it starts working again... I'll call you back tomorrow to check and see if that works"So we waited 4 weeks for someone to plug in our fridge for us and hope it works. What then, was the point of waiting 2 weeks for replacement parts to come in?09/07- technician never called us back so I called Diamond Factory back to follow up. Was told "The technician closed out the job and said it was fixed, you'll have to have to call Kitchen Aide back and start a new claim"I asked that he open the job back up, He was extremely rude insisted that the fridge is fixed, and they cant open a job back up after it's been closed out Now they cant come back out UNTIL the 26TH! 20 DAYS FROM NOW! I have a feeling we're not going to be able to use our BRAND NEW, EXPENSIVE fridge until **** at this point because unfortunately these IDIOTS are the ************ kitchen Aide has available and I' fear that there will be absolutely no recourse for us. Their Technician LIED to us, they LIED to Kitchen Aide saying they fixed the problem, and they did literally NOTHING to change what was broken on our fridge, even though they had the parts with them that they were supposed to replace. Seems like the technician just didn't want to have to do that so made up some bogus solution of "well, just plug it back in!"Fraud is a good word to describe how they report their jobs to Kitchen Aide, and what they tell their customers.Would be nice if there was a single person at this place that would offer any sort of solution to fix this AWEFUL experience. Didn't receive so much as an apology, which I think is owed at the very least!

  Business Response

  Date: 09/15/2023

  Diamond Factory Service received a request from Whirlpool to service the customers refrigerator. The initial appointment was scheduled for August 10, 2023.  At that appointment, the technician found that the evaporator fan wouldnt run and there was ice over and behind the cover.  He suspected a heater issue and ordered a heater and a valve for a water drip that was occurring.  He advised the customer that ********************** would call when the parts arrived.
  
  The return appointment was scheduled for September 6.  Per the technicians notes, the customer had the unit unplugged for 48 hours. Upon arriving to the home, the technician suggested that the unit be plugged back in to see if the results were better.  Customer advised him that they thought the real issue was that the unit just needed a manual defrost to bring things back to the default state.  The job was then completed out and submitted to Whirlpool.
  
  The customer called back and was told that the job had been completed out and a new service request would need to come from Whirlpool.  The customer was unhappy that the job had been closed out.
  
  The customer called ********************** to reschedule.  He was frustrated and didnt want to wait in the queue to speak with Whirlpool.  We were able to get him on the schedule for September 11.  Unfortunately, the technician was sick on the day of the appointment so it was rescheduled for September 13. 
  
  At the September 13 appointment, the technician found that the heater was not plugged into the correct place.  He showed this to the customer as well.  He plugged everything back as it was supposed to be and the unit should be working as designed now.
  
  We certainly understand the frustration the customer experienced and hope that the refrigerator continues to work as designed.
  
  We respectfully ask that this case be closed.
  
  Thank you.

• Initial Complaint

  Date:03/22/2023

  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.

  Repairman damaged my countertop on November 3. The business said they were going to issue me a check for the estimated repair cost (around $300). I have not received a check and have called the company multiple times over the past 5 months asking about the status. Each time, they say they will call me back and then radio silence. I need the check to replace the damaged countertops.

  Business Response

  Date: 03/23/2023

  Please see below for response from owner:

  Dear ***********************,
  Thank you for writing about your concern.  I was familiar with what happened back in November, and the agreed upon settlement outcome.
  

  My apology for how long this has taken.  I thought it was done, and was sorry to hear about your struggles trying to resolve it with us.  
  
  
  Thank you for being reasonable in working through this, and again, please accept my apology for the delay in wrapping this up.  Look for the check to arrive within 2 weeks.  
  
  Sincerely,
  ***/Owner