Reviews

Review Details

• Review fromDonna B.

  Date: 04/10/2025

  1 star
  Whirlpool contacts this company which only has three people there and then they contact people working out of their homes and send them out to the job site.
  I have refrigerator still under warranty and I had this guy show up his clothes didn't fit his underwear was sticking out of his fly. I caught him doing things inside my freezer that was going to damage the casing and I told him to stop.
  Left running water on hardwood floors. Every time I walked into the kitchen there was water all over. I asked him what the problem was he did not know. Then he startednoulling the u duration out. I said it's needed. He said no?
  I asked him to pull the refrigerator out and asked why he didn't take the back off. When he pulled it out there was blood clumped all over the side of it and he said he cut himself and I said why didn't you clean it up so he grabs a soppy what rag unless water and Blood Run onto the floor.
  When he left still didn't not know the problem.
  The co. Refused to give me str. Address. Said only 3 people n they contact people in their hms. They do not training
  This was horrible n I want an apology

• Review fromCorey S

  Date: 10/09/2024

  1 star

  Corey S

  Date: 10/09/2024

  Took them over 2 months to get my fridge/freezer repaired when the parts were already ordered. When calling the insurance company (***** **** ********) it took them over a month to get the claim and when calling about an ETA to Diamond Home Services on when they would arrive they said their technician was too busy to come out and fix it which is unacceptable. The people who I had to deal to get this with were extremely rude and unprofessional and an unnecessary headache. They said that someone once waited 8 MONTHS!! For a new refrigerator and that that is normal ?? That’s absolutely ridiculous

  Diamond Factory Service

  Date: 10/11/2024

  Hello Mr ************* you for reaching out regarding your product's repair. I apologize for the delay in getting your refrigerator taken care of. I can't comment on the delays with Cinch Home Services, but I can comment on the delays with my team. Certain areas of employment we are still struggling to find the right people for work to be done. Whether that is in the area of appliance repair, plumbing or electrical, along with other Trade areas, there are unmet needs for skilled labor. We've managed to get our overall staffing to the level we want, but your refrigerator requires a very specialized person. I'd add that most appliance servicers don't even bother to provide the work your refrigerator needs because it is so specialized and relatively speaking, low in volume. Most of the delays on our end is related to our staffing level for this type of work. We have largely fixed that in the ** part of the State, and should be completely caught up within the next few weeks. I don't know who said anything about this work taking 8 months but that is not anything I've seen. As I said, some of our challenges are related to staffing, and some of it is the availability of the parts needed, but not something taking 8 months.I see we have your repair scheduled for Oct 15, with a tech that is experienced in this type of work. I spoke with him about your repair today. I will keep an eye on it to make sure that goes as planned.Again I apologize for the delays. ***/Owner

  Diamond Factory Service

  Date: 10/15/2024

  Hello Mr Schmidt.
  I spoke with the techs that were at your home today and it sounds like all went well. They reported working with you and explaining what was going on, along with stating the refrigerator started cooling again. It sounded like you have some interest in understanding how a refrigerator works.
  
  I always like telling people something they often misunderstand. That is, most people think that a refrigerator cools an area. Somehow it injects cool temps into the unit. That is technically not correct. What actually happens is that the process removes heat from the refrigerator cavity, and it is the absence of heat that results in the unit being cold inside. Perhaps you will find that interesting. I did the first time it was explained to me.
  
  We'll consider this closed for now, unless you report back that for some unexpected reason, the refrigerator stops cooling again. If that occurs, please contact us.
  
  Thanks again for your patience.
  
  Best wishes
  Jim/Owner

• Review fromAndrew J

  Date: 09/26/2024

  1 star

  Andrew J

  Date: 09/26/2024

  The following was a review for the repair company itself. Please rewrite this negative review to reflect the warranty company, *********** Domestic and General: This has been one of the worst, most inconsiderate appliance repair shops that I have ever dealt with. I had them out here 2 times before this missed one. While the tech was a nice enough guy, I was left hanging yet again on a window of 1-4PM. I had called twice to confirm and both times was told that the tech was on his way, which he was not. I then find out that the office closed on Eastern time and could not ensure I got on the schedule for the next day. After calling to see what happened and reschedule I was told the parts were taken back to the warehouse and I would have to wait another 4 days before I could reschedule. They actually told me "I don't care sir, this isn't how it works". The man on the phone was rude, inconsiderate and unwilling to assist in finding a solution. If I could give them negative stars, I would as they don't even deserve 1. SO, here we sit, almost 3 weeks since we first had them out and our fridge is still broken.

  Diamond Factory Service

  Date: 09/27/2024

  As posted on ****** Sept 26, 2024 Hello Mr ********** sorry we missed your appointment yesterday. The technician scheduled to service your refrigerator had a family matter going on yesterday that prevented him from making your appointment. He did report that he tried calling you in the AM to advise you of that, but that he didn't reach you. He also reported that to our dispatcher at that ********** are returned when we are not able to arrive on the scheduled date, when we don't have the appointment rescheduled. There are reasons for that I won't get into here. The call has been rescheduled to this coming Monday. It is possible he might be able to get to you tomorrow, but it is scheduled for Monday and I'd plan on ******* apologies for our missing the appointment. Like all of us, unexpected things come up in our lives that cause us to alter our plans. Your tech is very good at not having this happen, but things do happen.Again, I'm sorry for the trouble we caused by missing your appointment.***/Owner P.S. I'm wasn't sure what your comment about *********'s extended warranty company meant (*****). We are contracted by ********* and *****, but we are a separate company from either of those organizations, but are required to follow their rules for how service is provided. That doesn't have anything to do with our missing your appointment, but outside of that, ***** defines the rules we have to operate by.

• Review fromJulie L

  Date: 04/16/2024

  1 star

  Julie L

  Date: 04/16/2024

  Terrible service. Had my address in their system wrong and tried to blame Maytag when Diamond booked the appointment. Everyone’s fault but theirs. Never had my address on any confirmation for me to catch that it was wrong and never called during the service call, just took a picture of the door of the wrong address and contacted me hours later to reschedule. I said that two days later was unacceptable, the dishwasher is leaking. Couldn’t guarantee I’d be first up in two days, per the manager “Debra” talking over the agent. Asked to speak to the her and was told she is “too busy” planning tomorrow’s routes…even though I could hear her voice right there. Offered to hold and waited almost a full hour for her before I had to take another call. Ridiculous.

  Diamond Factory Service

  Date: 04/18/2024

  Dear ***************

  Thanks for sending your note of concerns.  Ill comment on a few things:

  The address we have on file is not something we enter.  That information is provided to us through the dispatch we receive from Maytag per your conversation with them when the appointment was scheduled by you.  You should also have received an email from Maytag which includes your make, model, address, phone and a description of the problem you were having, along with our contact information.  That is your opportunity to make sure all the information was entered correctly.  We do not have any way to confirm this, other than hearing from you that it is wrong when we attempt to confirm your appointment, or in this case, when we arrive at the wrong address.  You noted that you didnt receive that from Maytag which may be true.  I can tell you that when customers report not receiving that confirmation email, it is typically the customers email application that puts the confirmation email, into their Junk bin.   

  
  Because the address we planned was not your actual address, our soonest available date to service you was two days later.  We certainly apologize for that, but our schedules are full right now. 

  
  I agree that you did wait on hold for our dispatcher to try to find a sooner appointment, and at some point, I presume you hung up.  You were told that our dispatcher was going to be tied up for an hour and wanted to hold.  When we attempted to pick the call up 50 minutes later, you had hung up.  She called you back within the hour, however.  Your comments were along the lines of Ive found someone else, and we ended up closing out the work order. 
  

  I always appreciate seeing feedback from our customers, because the business needs to continually be looking at ways to improve our outcomes.  In this case what we experienced does not happen often, we have several safeguards in place to help catch this, but in your case we didnt catch that it was the wrong address until the day of your service appointment.  That is something we will think more about how we might improve our process to more thoroughly catch things like that.  It is made worse by email applications putting important notices in Junk bins, where most of us never spend time looking through. 
  
  I wish you well in getting your dishwasher repaired and apologize for the frustrating process you experienced with this.  Again, we have closed out your work-order with no further service needed by us.

  
  ***/Owner

• Review fromShawn B

  Date: 12/29/2022

  1 star
  My frustration with this company is beyond compare. We have been without a working refrigerator for more than five weeks, losing hundreds of dollars worth of food. Our fridge stopped working (no cooling) the day after Thanksgiving; someone came out to look at the appliance 10 days later, spent five minutes at our house without running the complete diagnostics, and left. One week later, two men spent two hours "fixing" the fridge. They said it should take 48 hours to cool itself again; however, it did not start working again. My husband called the company and they said they'd order new parts without even knowing what the problem was since they thought they'd "fixed" the problem already. He initially scheduled a Dec. 22nd appointment and then was told the part wouldn't be in yet, so my husband was given Dec. 29th as the day. Lo and behold, instead of coming to fix the appliance, he was told this morning that the part is on backorder and it will be at least another week. This was after I tried calling three separate times this morning, waiting for a combined 30 minutes on hold, and then was disconnected each time. If we actually have someone come out in a week to fix the fridge, it will be the third time in a month that we've had to take off of work for this issue, and we have NO faith that this will even solve the problem. We have spent hundreds of dollars on an extended warranty with this company, and it has been nothing but frustration and a loss of time and money (this is not our first negative experience with this company and this fridge). We are beyond appalled with this service.

• Review fromJeff R

  Date: 11/21/2022

  1 star

  Jeff R

  Date: 11/21/2022

  I had my dishwasher repaired under warranty, and during the repair the service technician broke a different piece in my dishwasher. They said that was not under warranty and would charge me for that repair, even though they broke it! The Diamond person said they would call their supervisor to check on it and I never got a call back. I called and spent excessive time on hold only to get no answer and leave voicemails that were never returned. Finally I was able to get Jenn Air to pay for it as they agreed it was ridiculous that I was told I would have to pay for something they broke, but if given the option I would never use this Company.

  Diamond Factory Service

  Date: 11/28/2022

  Hi ***************,Thank you for reporting their incident with your dishwasher repair. The details as I know them:The original repair request came in on July 6, and was completed with the manufacturer agreeing to pay for the repair, even though it was out of warranty. The repair was completed at no charge to you on July 13. On August 10 you reported a different issue with the dishwasher. We reviewed it, and determined that it was not related to the original work done approximately 30 days earlier. We proceeded to order the necessary parts. Unfortunately in today's world there delays with certain parts - there was no delay in our ordering the part. It took just short of 30 days for that part to arrive. We called to schedule that repair two days after receiving the part. That appointment was scheduled about 10 days later at your request. On the day of your scheduled appointment you called to have that appointment moved out another week. That repair was completed at no charge to you on Sept 30. The repair was paid for by *******. I understand that at times people conclude that if someone touched something, they must have caused the problem. There are times that occurs with us as well. When we believe we caused the damage, we correct whatever that was, nearly always at no charge to the customer. That was not the case here. A manager reviewed the nature of the second repair request back in August. If we thought we caused it, we would have taken care of it. However, despite that, ******* agreed with our assessment, and agreed to cover the fees for the work. I apologize for the issues you had with your dishwasher, and again, I understand how people tend to jump to the conclusion that the servicer must have caused this. I could so that same thing myself. That isn't the case here, and we were glad to see that the manufacturer agreed to cover the costs. Happy Holiday, and I hope your dishwasher works well going forward. ***/Owner