AVOID THIS COMPANY!!! Customer service is awful. They failed to repair my fridge on several occasions, could not diagnose the problem, and are dishonest and blamed me for my fridge failing to operate correctly. Alarms should have sounded me when they said 22 degrees in a freezer is acceptable when the unit was set to 0 degrees. Ice stops getting made above 11 degrees, yet they suggested that the unit may be operating correctly, that 22 degrees is an acceptable variance from setting. An empty ice bin and melted ice cream suggest otherwise. Every appointment required a 4-hour appointment and they were almost always late. Once, they failed up, and I only learned that they cancelled the appointment after spending an hour on the phone. They have no respect for a customer's time or the need to take time off of work for an appointment. They work for themselves, not alleged customers. They lied to the manufacturer saying I refused diagnostic steps in order to go around procedure. They performed warranty work to bill the manufacturer when they had not confirmed the parts being faulty. Upon learning the unit still did not work properly after they serviced it, they refused to honor any warranty for their own work and demanded that I pay service fees for them to step foot in my house. They indicated that all charges would be paid out of pocket even though the manufacturer had indicated to me that it would be covered by them. This company was hired for 3 separate service requests and at each time only temporarily returned the unit to working order. On each of those service requests I had to wait 1 week for the initial appointment. Every service request required multiple appointments, each of which required scheduling a week in advance, but they refused to schedule multiple appointments at one time. Even if an appointment is to perform basic diagnosis knowing that a subsequent appointment is needed, they will not schedule the next appointment until after the first. That means that at least an additional week of waiting is required unnecessarily. Each service request resulted in an unusable fridge for weeks longer than it should have. I have spent countless hours (amounting to days) on the phone trying to resolve the issue. The current matter is still unresolved and each attempt to address the matter results in this company denying the assurances communicated by the manufacturer. Most recently, after spending over 4 hours on the phone trying to resolve the issue and getting nowhere, I mentioned that court was an available solution for me and that I would eventually need to ask for court intervention. I never threatened a lawsuit, and only mentioned the court as a reminder that other options existed rather than letting this company sit on their hands and do nothing. After indicating that at some point I would declare it "enough" and I would be forced to ask a court to help resolve the issue, they accused me of threatening a lawsuit, indicated that they would never step foot in my home again, said they would never do business with me again, said they would not answer my calls, said that they would tell all of the employees to ignore any calls from me and that they would block my phone number. The rudest of anyone I spoke with was Jay P, Technician Manager, who lacked all professionalism, respect, care, or knowledge. Jay did not listen to my concerns, he did not address my issues, and he lied to the manufacturer regarding our discussions. He was rude and did not return my calls back timely. Jay is also the person who falsely stated that I demanded certain repairs, forcing this company to go around the manufacturer designed procedure. This doesn't even make sense, as I have no knowledge of refrigeration operation and so there's no way I could know the correct terminology to demand specific service or repairs. Avoid this company at all costs, they are absolutely the worst. I wish there was a way to give zero stars or negative stars - that would be far more warranted than the 1 star I selected. read more

Platinum Factory Service was recommended by the Whirlpool Co. They do not have a Michigan address but they have technicians on the road serving Michigan and Ohio. I called them because the oven portion of my $7000.00 steam assisted Kitchen Aid range was not working. Garett the technician came out and gave me an estimate of over $1000.00 to repair. I declined and paid the $100.00 service fee. I called Sears home services (A&E Appliance) and they sent Joe the technician. He came out and adjusted the oven door latch assembly and it was repaired. No parts were needed. I paid the service fee. I called both Platinum and Whirlpool and complained. Jay, the platinum tech manager defended Garett the technician by saying it could have been something serious. Whirlpoole's senior lead Jim stated they had a contract with Platinum and would forward my complaint to the person who sets the contracts. He refused to send me a copy of the complaint read more