Diamond Factory Service
Reviews and Complaints

My refrigerator needs servicing. A repair man was sent, and he found the problem and said he had to order a part. That was several months ago. I have sent four or five emails to the company, requesting that they at least answer and tell me what's going on. They have never replied to any of my emails.

On 11/1 I scheduled service on my dishwasher. The technician came in, without a mask, and determined that the heating element was broken. On 12/2 the same technician returned to put in the new part. He never tested it. The dishwasher is still not working and immediately following his visit, my garbage disposal will not work. He pulled out a wire and I am not able to fix it my self.. I paid $110 initially and $90 the second visit. I am worse off than I was when I began and would like a refund of $200.

The company took my payment up front for dishwasher repairs and a part on 10/12. As of 12/15 there has been no service performed. Technician returned twice with the wrong part over a month ago. I have called multiple times looking for a status. I have now bought a new dishwasher and want a refund. I have left at least two messages for the "manager" and have received no call back. I tried to contact a manger again to day and was sent to a voicemail that was not functioning. I simply want my $150 back that this company had had since October. As well, one must be transferred to the manager and no direct line is provided.

I made a appointment to have my washing machine repaired with the Appliance Diamond Factory. When the repairman arrived he repaired the washing machine. He then told me I had to pay for the labor and materials which was ok. Then the repairman said by the way there is a extra $110 travel fee. The travel fee was never mention to me when I made the appointment or while the repair was going on. I called the Appliance Diamond Factory customer service department and I was told I had yo pay the travel fee. I asked for a Supervisor and was told I could not speak to a Supervisor. I paid the bill because the repairmen would not leave without payment. Product_Or_Service: Washing Machine

Got a call saying they would be at my house in 40mins. After waiting an hour and a half I call, they said the tech was at my house for 20mins and no one was home. I have on my *** doorbell the tech pulling into my driveway. He never got out of his car. My doorbell never indicated someone was at my front door and they didn't bother to call, so they left. I asked them to come back as I took a day off of work for them to come (after waiting a month for an appointment). They receptionist was very rude and said the tech will not come back today and I'd have to reschedule, again. Terrible customer service and techs. Sucks because I am at the mercy of *** because *** is the only certified company near me.

We purchased a Whirlpool refrigerator on 5/9 along with a 5-year extended warranty on top of the 1-year manufacturer's warranty. We have had 4 service calls since the purchase - all handled by Diamond Factory Service (who Whirlpool assigned to handle the service repairs). They have made multiple attempts to resolve the issues (water dispenser leaking, ice maker not functioning properly, condensation inside refrigerator, water leaking inside left door) without success. The service tech, Bob, keeps telling us that he has an "ace in the hole" with a Whirlpool engineer to replace the entire unit - but never follows through on that promise. We keep trying to get the necessary replacement parts ordered and installed, but the supervisor, Roger (*** location - not sure which office) now will not return any of our calls. We're convinced we bought a lemon - all we want is for the outstanding issues to be remedied while it's under warranty. Please help!

03/21-service request with my third party warranty co. for my dishwasher because I didn't think it was cycling well. DFS tech came out to my home on 03/29 to check what I thought was my dishwasher, only to show up with parts for my refrigerator/freezer icemaker repair from an old service request from 10, my dishwasher service request was superceded by the previous service request on the refrigerator. It's been nothing but a headache, since 03/29, to get the technicians out for my dishwasher. I've experienced nothing but poor customer service from the call center agents, although I have a valid service request with my warranty company, the DFS reps can never find it even when my warranty company has sent it to them multiple times, plus the call volume is extreme to get through to. Tech finally came out on 04/22 to diagnose a faulty pump that has been leaking, causing damage to my flooring. It's an inconvenience now to not use my dishwasher and to wait for backorder parts.

Terrible customer service! I am a disabled person and when my washer stopped working I called my home warranty company (***) they assigned to Whirlpool who assigned to Diamond Factory Services. This was May 12. An appointment was set for May 21st. They did not come. Diamond told me that this date was an estimate. May 28th the repairman came and then ordered parts. June 14th I called Diamond and spoke to Kiera and she stated they were still waiting for the "start button" and would not come out until all parts were in. I asked for them to drop that part since I have been using the washer without for years, she stated that they would not do that and I would have to wait. June 28th the repairman was sick so wait for another time. July 7th Diamond sent another repairman who stated the first tech had misdiagnosed and he had to order more parts! ETA for parts ? July 20th the first tech came and can't get it apart and now has to order even more parts. 3-4 weeks out ETA. Terrible!

I had a service scheduled Friday May 6th 2022 for our brand new wirlpool refridgerator. It Is making a loud fan like noise, like the little fan is hitting a zip tie or somthing. This guy comes out takes a look at it and of cource it's not making that load noise, it does it 90% of the time. so I explaned to him what it had been doing and he like well theres isn't a fan on that side. I said oh well thats what the sound it makes, He says and explanes again theres 2 fans one on the freezer side and one underneth for the condenser and theres a motor that opens a vent door so cold air can come in from the freezer. im like ok well that motor must be at the end of its gear and clicking I explaned I was tech for Amazon and repair there (MHE) Conveyors, Sorters what they use to move packages and I wasn't an idiot like he trying to make me feel. this guy picks up his bag and leaves. walks off the job! Wow! very unprofessional. then I call *** 4 times before I could put in a complant and she connected me to the manager and im still havent hered back.

Diamond Factory Service is an authorized service provider for major brands. I have high-end appliances and have had issues with a refrigerator not cooling and making noise. The refrigerator was purchased in summer of 2017, and the complaint for this issue was first initiated around November - December. Since then, Diamond Factory Service has tried to fix the issue but without any luck. They fix the issue, and it resurfaces after either a few days, weeks, or months. Having said that, the most recent repair was done back in mid-December , and the freezer again stopped cooling and making noise around the end of December. I really need help in getting the issue resolved. Over the course of 1 and a half years, I have had to throw out food several times and spend hundreds of dollars in service fees to have Diamond Factory Service come out for diagnostics and repairs. I have also tried to reach out to the manufacturer, and they said that they really cannot do much as the appliance is out of warranty. The refrigerator is again not cooling and making noise, and Diamond Factory Service is scheduled to come out on 1/13/22. This is a fairly new and expensive appliance, and I really need help getting this issue resolved. Attached are the few dates that Diamond Service came out for repairs. These are just a few, and I do not have a full list of dates and details when the service was performed.

We are trying to get our refrigerator repaired and they keep stringing us along. I understand and am not complaining about the time it took for them to get the part I understand that. My issue is with the technician and the people scheduling them. The first time the one installer came out my wife and he talked about our one cat and he petted her while saying his daughter wants one. The second time he came I offered to lock the cats up he said no problem. 10 minutes after he leaves I get a text that I will need to lock up the cats the next time he comes for the next attempt to fix the device, I have the text chain. 3 months go by and the part finally arrives. The company calls to schedule, I get a confirmation call the night before. Then the day of, he cancels and says he cannot come because of the cats. I call to complain and when I say I do not understand why this happens the women on the line put me on hold saying I am being abusive, I never raised my voice or used bad language. and please ask them if they have a recording it will show she overreacted. I then had to wait another week for the only other installer this company has to come out. When he comes out he is very rude, does not put on a face mask, and only replaces one of the 3 parts ordered and deemed needed for the repair. Needless to say, my fridge is not repaired. This is not ok I need a working fridge.

I purchased a Whirlpool washer and Dryer from American Freight on 4/13/2022. It was delivered on 4/15/2022. Once operation was attempted I received an error code. I called Whirlpool to set up a service appointment since it was still covered by manufacturers warranty. Service was scheduled at the earliest appointment which was 5/3/2022 with a schedule window of 8am-4pm. On 5/3/2022 when the technician stated he was 5 minutes away the appointment was cancelled due to his reasoning, the appliance was not covered under warranty. After confirming the appliance was covered under warranty on 4/09/2022 the next appointment was set for 4/19/2022. On 4/18/2022 i received a call to confirm my appointment and was given a schedule window of 1pm-4pm. On 4/12/2022 I called Diamond Factory service and asked to speak with a supervisor to possibly receive an earlier appointment. Supervisor, ***, did not answer so I left a message and as of 4/19/2022 I still have not received a response regarding that message. At 3:58pm on 4/19/2022 I still had not received a call from the technician. At this time I called the dispatch where the answering message stated they were closed although their hours state 8am-4pm. I contacted whirlpool who also attempted to contact Diamond Factory service since the phone number stated on the website was not the phone number they have on file for them. I still have not received any service, contact or explanation from Diamond Factory service