Diamond Factory Service

1) Do not buy any whirlpool products because this seems to be their only contracted repair company in SW Michigan. 2) They are horribly understaffed and are booking two weeks out: Warranty claim opened December 19, 2023, initial diagnostics appointment January 2, 2023. Repairman Barry was awesome but did not have parts, made repair appointment for January 15, 2023. 3) They cannot work under "Michigan Weather Conditions." Too cold and snowy and had to reschedule January 15 repair for January 30. Paid $50 for a driveway plow right before the "Maytag Repairman" cancelled. Completely unacceptable. Avoid Whirlpool products (including Maytag) and avoid Diamond Factory Service if at all possible. I am sure it will be January in Michigan on January 30 for my next appointment and they will have to reschedule for mid February and then it will be February in Michigan to only reschedule again.... I have lost $75 in laundromat fees and $50 on a plow I didn't really need yet. Thanks Diamond Factory Service for your complete incompetence and for being too cheap to hire more technicians to keep up with your contracts and workload! High call volume all day, their automated service just hangs up on you and they do not accept voicemails due to "high repair volume." Tried to resolve this over the phone to see if they could get us in quicker. I obviously have no choice and need to resolve this through negative reviews and BBB complaint.

A technician came in to look at my Whirlpool dishwasher leaking 20-ish minutes into the cycle. He tried to leave after 15 minutes saying it is not leaking. When he finally saw it leaking he told me the door seal I replaced from Amazon was no good and I needed an OEM seal. I reluctantly let him replace it. He then complained about being here more than an hour and would not wait to see if that fixed the leak before billing me. After he left, it leaked. When I opened the dishwasher, the door seal looked different. I verified from Whirlpool's repair website that the technician installed the door seal backwards. The flat side of the seal should be against the side of the tub and not in towards the inside of the dishwasher. I re-installed the door seal the correct way and the leak remains. When I called to have a different tech come back, they scheduled and then cancelled the day of the appointment. They are refusing return calls from me requesting a refund for a door seal that was installed wrong and not needed anyway. I see from other reviews they seem to be quick recommend parts and not refund them when the part does not fix the issue. They are unprofessional in complaining how long a fix takes and not waiting to see if a repair fixes the issue. On top of that, it is unethical to not refund parts not needed and not return to fix the actual issue. I had another technician from a different company come in. He also confirmed the seal was installed backwards and fix the issue in a single visit.

The light wasn't coming on, they were expensive and they did not solve the problem permanently but rather temporarily. It was a waste of money to be honest. I didn't buy the warranty package which I should have so I ended up spending $170 to fix the microwave only for it to break down again.

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On June 23, the technician (Steve) called to let me know that he was coming. I explained again the problem; he told me that I would be charged a service fee (for an unspecified amount) if the problem were not with the machine but rather with "something like the hookups." He in no way indicated that I would be charged if there were no problem. Upon arriving and entering my house, Steve immediately started to tell me that, basically, what I thought was a problem was actually how newer washers function. (My problem was that when I turned the cycle on 'hot,' sometimes warm water came out, and when I turned it on 'warm,' cold water would come out.) We went to the basement. He did nothing but turn the water on, and tell me this again. Then, he said that he would charge me $90. He obviously knew what to tell me before he arrived, but neglected telling me this over the phone. (He was, however, very kind in telling me that a valve was turned off on my water softener and should be turned on. That was very nice of him.) I contacted Diamond three times and left three messages on June 23, asking them to contact me. They did not. I contacted Diamond again on June 29, asking them to contact me. They did not. I contacted Diamond again on June 30, asking them to contact me. They did not.

On Sunday, 5/17/15 I placed an online service call to Diamond Factory Service to repair a heating element on dryer through Diamond's website. Sunday evening received an email thanking me for the request and service would be honored on Wed. 5/20. Then Monday evening, received another email confirming the appointment on Wed. 5/20. I take the day off to be here on Wednesday and no one shows. When I call the office, I am told there is no record of my appointment. I explain that I received the emails but no explanation or solution was offered other than to wait another week for service. Note to future customers, even if you receive emails confirming appointment, please don't assume it is set. Call to confirm!!!

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The first time the serviceman came they identified a control panel that was bad, but they didn't have it with them and had to order it. The second service call was to install the control panel. So far no complaints and this doesn't seem unusual. The oven still didn't work correctly so they came out for the third service call and discovered that the control panel that was installed during the previous visit was loose and not installed correctly. The oven still had the same problem so there was a fourth service call. This technician was a young technician who had been here on one of the other calls. He was here for 30 minutes and declared the oven was working properly and proceeded to tell my wife that she didn't know how to use it. My wife explained that we had been using this range for 3+ years without any problems until approx. 5 months ago. The technician said it must be an error on the part of the person operating the range. He said even after the preheating cycle was done and the oven states it is at the correct temperature, it isn't really ready to bake because it actually takes 30 minutes to preheat the oven. He also said that customers are told this and it's in the owner's manual. (There is nothing about this in the manual). When asked how we could verify the oven was over and under cooking food, and that possibly it would take longer than 30 minutes to clear up this issue, this technician proceeds to tell my wife that there is nothing wrong with this oven and since this is the 4th service call, the next time we call we will be identified as a nuisance call and we will now be charged extra for any and all future calls. Our oven still doesn't work correctly and we are working with the manufacturer to get it replaced.

I scheduled an appointment through Whirlpool's website to have my washing machine serviced. On the day of the appointment, I called Diamond to confirm and ask if they had a closer approximation of their arrival time, only to find out that my appointment was not in their system. The woman I spoke to informed me that it was Whirlpool's fault that my appointment was not in their system and I would need to call Whirlpool. I called Whirlpool, who informed me that the problem was with Diamond's system. Whirlpool then called Diamond who informed them that there were no available appointments for that day, and the next available was 3 days from that day. Because there was no offer to help resolve this situation from Diamond and because there was no attempt to rectify or apologize for their mistake, I am giving them an F and will not be using them as a service provider in the future.

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He arrived early, was very friendly and polite. He tried several times to replicate the issue, but was unable so he called me up. Both of us were joking about how isn't this always the way, especially since I'd sat in front of the washer last week for two hours, trying to run the cycle and having to drain it manually several times. He went ahead and cancelled the cycle and (yay!) the pump didn't work. Unfortunately, he said that because my units were stacked, he would have to re-schedule the repair because he would need to call another person out to help unstack it (company policy - warning, that's an extra $75 and not covered by warranty some times). I told him I was a teacher and that it's difficult for me to get time off (turned out, his wife is a teacher too so he knows). I asked if he could stay just a little bit and I could try to get a couple of friends to come unstack it for him, maybe 15 minutes, because my next day off is in a month. He offered Saturdays, but I work 2 jobs - yep, Saturdays. He said sure and that he would get prepped to do that. while I was trying to call a friend, the tech discovered that the model had changed and he was able to get behind the panel without unstacking. He apologized profusely to me and my friend who'd come over. The pump was replaced quickly after that and I now have clean laundry. Overall, I was very happy with this job. Probably the most pleasant experience I've had with stuff like this in a few years! This was for the Chicago location and was arranged via Maytag.

This company is good and we have used them for a repair of a different appliance. The technician for this repair was a different person, as might be expected as it was a different appliance. The repair technician was friendly and knowledgeable. Two trips total: 1st trip - diagnose the problem and order part; 2nd trip - repair of microwave. This company's standard policy is to waive the cost of the first service call when a second service call is required for the repair. The only - and minor - problem with this repair is that the dispatcher did not read the note that the technician had written for scheduling the second trip in the afternoon, once the part was available. The 24-hour call prior to the second trip had been scheduled for in the morning. This had to be canceled and was immediately rescheduled, but they could not get back to our repair for another week. If the dispatcher had not missed the note the the technician had written then this repair would have been completed in about a week as opposed to two weeks. The technician had all the equipment to safely remove and lower a wall mounted microwave for the repair. The same equipment was used to reinstall the microwave. The oven did not have to be removed for removal or re-installation of the microwave. The only other issue was reattachment of the duct work - in the wall and directed outside - for the ventilation fan of the microwave due to a small misalignment of the hole in the cabinet for the duct work. As the duct work could be positioned out of the way, this did not prevent re-installation of the microwave. Refinement of the hole in the cabinet for the duct work was fixed and the duct work re-attached after the technician had left. Price for replacement cooling fan motor was comparable to prices at other websites. Points that the technician appreciated: cabinet above microwave was cleaned out - prior to arrival of technician - to facilitate access to the bolts that hold the microwave in place; cleared counter top space - prior to arrival of technician - for placement of the microwave so that there was room to work on the microwave (the entire cover had to come off); paper cups to hold screws (there were about 20-30 screws that had to be removed to get to the cooling fan).

This company is good and we have already used them for a repair of a different appliance. They were given and quot;Aand quot;s for the subcategories, but an overall of and quot;Band quot; for the following reason: attention to detail. The overall and quot;Band quot; should really be and quot;B+and quot; almost an and quot;Aand quot;. The repair technician was very friendly and knowledgeable. The only - and minor - point is that due to the nature of the repair the manufacturer recommends that both electronic boards be replaced. This is reasonable as one would not know which board has issues that may be causing the other board to malfunction. Three trips total: 1st trip - diagnosis and order of one board; 2nd trip - new part arrived, but per manufacturer recommendation that both boards be replaced at the same time, has to order second board; 3rd trip - replacement of both electronic boards. A major positive point is that the standard procedure for this company is that they waive the cost of the first service call if a second call is required. Even with three trips for this particular repair we only paid for one service call. The price of the boards is about what was expected based on research from the internet. Before posting this review the Overall grade was changed to and quot;Aand quot;. It is unclear how much weight should be given to the minor issue described above.

My first review was honest and accurate I had an opportunity to follow up with an associate with diamond and they were very apologetic and concerned that they didn't do all they could have . They have since come out and repaired the refrigerator and everything has worked out I would like to adjust my review because diamond deserve an updated and accurate review

I don't usually do reviews I benefit from reading a good review and just think something must be wrong with the people that give bad ones. I had a service call and was told the fridge had a bad fan. The new fan was ordered and a new date scheduled . The fridge work fine all week , the new fan was installed and within a day the fridge stopped working again, that's fine these things happen so I call for another service call and tried to communicate how important it was to come out ASAP or at least on a time that would acomidate us since it was a very busy week for us with my daughters wedding , out if town family staying at the house and helping my daughter move into her home. You always here about Angie's list companies going out of there way to help a customer Not Diamond

I had a leak in the water line to my ice maker and water dispenser on my refrigerator. The first technician took about 10 seconds to see that water was leaking and declare that the valve was broken and needed to be replaced (and special ordered). $90 for the home visit and diagnosis. The following week a separate technician arrived and took about 3 minutes (because he actually removed the valve assembly from the back of the refrigerator) to determine that the valve was not broken but only had popped loose. He took another minute or so to reconnect it and the refrigerator was fixed. Another $65 for that visit. I called the company to talk to a service manager, left a message, and a week and a half later had not heard anything back. I called again, threatened to report on my experience on Angie's list, and wouldn't you know it, I got a call back from the service manager within 10 minutes. I explained the situation that it had been mis-diagnosed because the first tech didn't take the time to truly diagnose the problem (for $90 I would have expected more) and that if he had discovered it was only loose, he could have fixed it right on the spot and saved me the $65 for the second visit. The service manager informed me that I would have paid the same even if the first tech had properly diagnosed the problem and taken the extra 60 seconds to re-attach the valve…$90 for the home visit and diagnosis and an additional minimum labor charge of $65 for screwing it back together. Three things…first, that is absolutely absurd. $90 should be well more than enough to cover the home visit, an accurate diagnosis and a 60 second fix in one visit. Second, his mis-diagnosis still caused me five days of not having a functioning ice maker and water dispenser. Finally, if I had already told them it leaked only when I ran the water or ice maker and the leak was in the rear left of the refrigerator (which I did tell them when I first called), why was a diagnosis visit even necessary if all he was going to do was confirm what I told them on the phone and declare it needed a new valve? The only reason I rated and quot;professionalismand quot; a D instead of an F is the second technician was very good and honest about the valve being mis-diagnosed. I rated and quot;punctualityand quot; a C because at least the first technician was on-time with his poor service. I will not use this company again and will advise friends and neighbors to shop elsewhere for service.

I think it was free because we had just ordered it and they had delivered it and it didn't work, so they came out and fixed it. Ordinarily, they are very good. It was done good and it was done fast and we are happy with them.

I recently moved into a previously owned home. I quickly noticed that the stove which had a digital readout of temps and other info did not light up. Also, if I wanted to enter 400 degrees I could not access the 1, 4 or 7 side of the key pad. This was annoying but the stove looked like new (it wasn't. It was actually 10 years old) and was in beautiful condition. It turns out the people who owned the house before me only used the house about 5 times a year or less since it was considered a and quot;lake houseand quot;. I asked Diamond to come out and evaluate. I checked the web and found out to replace the stove with the same appearance and tricks would cost greater than $1600. I liked my stove!! Diamond came out and told me a part had to be replaced and would cost $200 with the cost of the trip out closer to $300. So, I agreed to replace the part and sucked up the $90 for the trip out. Done!! The next was my washer. For additional $25 trip out fee he took a look at my washer. My washer washed beautifully. Did everything I want in a washer, however, in the spin cycle it and quot;dancedand quot; out into the hall. The only thing holding it from greeting me in the kitchen was the plug in the wall! This, too, was very annoying since I had to push the washer back with each each spin cycle. I also was scratching my hardwood floors. Bill looked at the washer and agreed with me that there was and quot;nothing wrong with the washerand quot; except the vibrating in the spin cycle. He told me he could see a little imbalance in the tub but it wasn't very much at all. To replace the tub was not an option since it was no longer available. He seemed pretty sure it was due to the high gloss of my hardwood floors. He said he has seen this before and told me what previous clints had done to remedy the problem. I took him up on his suggestion and went to Home Depot and bought two rubber skids and put them under the washer and it did the trick. He did not charge me the $25 for the washer or his advice. I have no complaints about Diamond and would use them again.

I called Electrolux regarding the ice maker in my refrigerator. Which by the way was a joke. Since it was out of warranty they attempted to hook me up with service providers in my area to help with the repair. They had two, one was no longer in business and the second one didn't come to my area. I called and quot;Leonardi Appliance Parts and Service Companyand quot; which is located in Aurora and gave them the model number and serial number of my refrigerator. They came out for the repair and it took all of 5 minutes for the service guy to say and quot;I'm sorry but there is nothing I can do with the ice maker in this fridge. I should have looked closer to the information that you gave me but this is an awful ice maker and if you were to look on line you'd see that there is a class action suit against Electrolux for this ice maker. Since I can't fix this I won't charge you but Electrolux should stick with vacuum cleaners, not refrigerators.and quot; I was stunned... really? I purchased this fridge in Jan 2011, it's only 3 years old. I found in my notes I had written down and quot;Diamond Factory Serviceand quot;. I can't remember where I got the number but I was ready to try whatever I could. I LOVE my ice and water on the door and use it every day, all the time. I called and quot;Diamondand quot; and they had a guy come out and assess my problem. He said it was a bit of a problem ice maker but they could fix it. They would have to order parts. The following week they came out. This was a different guy but a REAL professional. The name on my receipt is and quot;Rocco Cand quot; He came out when we were having a bit of a snow storm and when he came to the door he put on booties and was very polite. He did the job within 45 minutes. He was GREAT! I will call Diamond for ALL my repairs from now on! I HAVE ICE! I'm one happy camper! Thanks again Diamond!

Service date was almost immediate. Repairman arrived promptly, was courteous and professional. Suspected issue was resolved quickly and efficiently. Homeowner was provided with helpful maintenance tips and suggestions on what to look for in a new dishwasher purchase (current dishwasher being replaced during remodel). Would hire through this company again.

Called to request service on a couple of commercial appliances. Had to call back several times, find complicated serial numbers - only to be told - they do not service THOSE BRANDS. Why do I need to crawl around and call back with serial numbers if they already know they do not service those brands?

We had been hearing a loud banging during spin cycles when using our washing machine. We called Diamond Factory Service, as recommended by Whirlpool, the washer manufacturer. Rocco checked the washer out thoroughly and could not figure out why we were getting the noise, as everything appeared fine. I mentioned that when I was getting ready for his visit, I pulled a tray our that had slipped slightly under the washer, and questionned him about whether that could've caused the problem. He lifted the washer ever so slightly during a spin cycle to demonstrate how little it took to replicate the sound. He told me how to rebalance the machine at any time. It was a tough lesson, but Rocco was relieved that I mentioned the tray, as he couldn't figure out what the problem might be. He told me that the washer appeared in fine shape, and that newer versions were still being built with the same quality components. Live and learn. Though I felt stupid, I was happy with the service company and will call them if I ever really have a problem with my washer or dryer.

I am very hard on my appliances. They are always able to fix it. They come when they are supposed to and they do their job. It's like they have never been here. When you are not at home they are the ones you can trust, that's what I feel as I have them come when we were not at home and I don't even let people into my house. I live way off the road and we have a gate. They are one of the few people I would ever let in. I ask for the same young man. I wasn't happy about paying it, but it worked. We had somebody come out from a different company and they opened my fridge and said it was working and it was cold, they literally did only that. There were 2 guys and they never looked. It was too cold, it was freezing and my eggs were cracking and they gave me a bill for $89. That's why we went back to Diamond Factory Service.

I had a great experience using Diamond Factory Service to repair the recall on my dishwasher. Matt is a great technician who is very knowledgeable in his field and great at what he does. I'd recommend this company to anyone needing appliance repair.