Good luck trying to get through to anyone about setting up an appointment! You wait in a queue, then get disconnected. When you try to reply to an email, it says they don't monitor this account??? With my initial appointment, I told the field service guy the exact part and part number that was at issue. He shows up with no part, looks in the fridge and says, "it looks like the diffuser is bad". Welp, no shite sherlock, I told you that before you showed up. I used to work on life support equipment as an engineer! Word to the wise, don't get a service contract through them and don't buy the French door Whirlpool fridge :) read more

I am extremely disappointed in this company, the customer services reps and the repair techs. They arrived at my home before the appt time 2x's. My youngest daughter was home and my oldest daughter was leaving out for work, she allowed the tech to come in the 2nd time, he was here for 8 mins the 2nd time today and stated the washer was being overloaded the 1st appt and the washer was off balance the 2nd appt. This repair order was closed and I am stuck with a Whirlpool washer that doesn't completely get rid of all of the water aftercwashing a load. I was offered a extended 3 month warranty or a % off another Whirlpool product, no disrespect but I'm done with Whirlpool. Every appliance in my home is Whirlpool, NEVER AGAIN! read more

Melvin the man who serviced my washer was very professional and he told me what the problem was. He had it repaired in a little over a half hour. read more

This company was sent to repair my oven through Maytag, The technician walked right in upon my opening the door, didn't so much as wipe his boots off, no offer to mask and just started working on my oven. As he was taking it apart, he told me there is a 125 dollar site fee and 65 dollar labor fee, none of this was disclosed in advance. When I questioned the amount for a part that was under warranty, he became defensive, told me it was not his problem, that it was too late, I was already going to be charged $125 and asked "what do you want me to do" Before I had a chance to answer, he stormed out of my house, slammed my door with the part!!! unreal, worst customer service I've had in years. Do not work with this company. read more

I highly recommend this place! They came out twice to repair our Whirlpool washer and the service technicians, especially Byron, were extremely helpful, courteous and performed amazing service to our machine! They went above and beyond to help and we were extremely pleased with their service. I like that they send plenty of notifications for appointments and communicated well. They were outstanding from beginning to end! Very happy! read more

Great service Did not have wait long to get my clothes washer fixed The service man that came fixed my washer.made sure it worked properly and made sure the area was clean when he left read more

This is the worst service experience I've ever had. I was sent to this company through Whirlpool/Maytag, as they work on their appliances. My dryer was turning off after 5 minutes and my house smelled like smoke from it. First of all, their hours aren't great and they don't offer weekend service, so I had to take off work to have my repair done, which would have been fine if they had actually fixed the dryer the first time. The service person from Diamond came out and said that "nothing seemed to be wrong with it, but the motor was a bit loud, so maybe that's the issue". Very surprising considering my whole lower level smelled like smoke and it wouldn't stay on for more than 3 minutes. He replaced the motor (thankfully under the limited parts guarantee from the manufacturer), said it worked and left. Well, I put clothes in it right after he left and the problem was actually worse. Still shutting off, but now within about 30 seconds of turning on, and same horrible smell. Clearly the motor he replaced was not the problem, nor did he actually check to make sure he did his job correctly. While the part was covered, I did have to pay $85.00 for this terrible service. I sent Diamond Factory Service an email (no response back), called them (no apology or solution), and they told me to call a manager for a solution, called him and no call back a full business week later. I couldn't continue waiting on this awful company, so I had it looked at elsewhere and apparently it was just the drum wheels giving out. They were replaced and my dryer is good as new, with no thanks to this company. At this point, I just want my $85.00 back from the useless service I received, but I can't get a call back, so I finally ended up giving up and just filing a claim through my credit card company. read more

Tim was so helpful and pleasant to be around. Diamond should be very proud to have a person like Tim representing the company.

Terrible company they charge you and don't repair the appliance then stall around so long they want you to pay for repairs again because the 30 day warranty on repairs has expired. How can the 30 days even start if they haven't fixed the problem. Shame on them and Whirlpool, terrible products, and worse service. Two service calls two repairs two missed appointments, multiple messaging, hours on hold on the phone, and the microwave is still useless. I will have to pay more money to have it unmounted from the cabinet and I am already out 800.00 for a dead appliance. Avoid this company and Whirlpool appliances. read more

Charged $175 just to step inside my house and if I agreed to the service the $175 wouldn't even go towards the overall cost. The estimate was more than a new dishwasher! What a rip off!!!! read more

I filled out the form on their website and selected Samsung as my fridge. My appointment was scheduled for over 2 weeks in the future so I had to wait. No one showed up on the day of service so I called and was told that they didn't have a record of my appointment even though they had sent me an email confirmation. After some checking they told me that they didn't service Samsung even though it was a drop down choice on their website. Why would they list Samsung if they didn't service it? read more

Had a issue with my 13 day old refrigerator, we t thru steps, had a technician come out, did a full inspection tion, can not be fixed. .y tech was courteous, knowledgeable and a very nice young man. Unit will be replaced read more

What a joke, I had a service call schedule for 8:30-12;30 and no one showed up. I call the 888 to confirm my appointment and wasn't able to leave a message or talk anyone because the voice message system stated that they weren't accepting calls. I finally got feed up and left the house to runs some errands at 3:00pm and noticed a tag on my door stating that the tech was at the house at 7:00 over an hour before my scheduled appointment. No one called or rang the doorbell, which clearly has my name on it! To say that I'm pisted off is stating it mildly. read more

We made it very clear to the team that we needed a motor and motor was not ordered and was charged 125 for a service visit for them to tell us exactly what we already knew from a second service person. Technician was rude, had no idea about timeline for product. read more

This company is a waste of time. Don't bother reaching out to them. They require you to hire a tech at $99.95 before getting a quote. I might understand this better if you are insisting on a detailed or accurate price quote, but I couldn't even get a range in price. I also asked what their labor rate was. She said they don't have one...they don't work like that. She seemed sympathetic to the absurdity of this situation, however, she wasn't able to offer any help. This company obviously does not have their customer's best interest in mind. I got very lucky with my next phone call. Please see the other business I reviewed today - 5 stars went to them. read more

***Only make phone calls to this company as if you are looking for a non warranty call, they will never pick up a call for a warranty*** I am being forced to use this company for a warranty fix from Best Buy. The only thing that has been a good experience was the first call to setup the appointment. I first setup my appointment to be after 12, so when I got the call of when the appointment window, it was 9-12. It was an automated message with a button to hit to talk to an agent that just hung the phone up. I called back and after several attempts of getting to a person (a few automatic hang-ups - really need to fix your automated machine), I was in line and at position 10 and waited on hold for 30-40 minutes, I got down to position 4 and an automatic message came up saying the wait was too long and to try again later and then disconnected. I also setup a call back and after a few hours of not hearing back, I decided to adjust my life for this company. I received a call at 8 am saying they would be there at 8:40 am. They called back a minute later telling me I needed my receipt. Not sure why this is the first time I am being asked about this when it was a warranty through Best Buy and set up through Best Buy. So I asked why this is happening so soon before they arrive and they hung up. They wouldn't answer my calls, we used my girlfriends phone to call them and they answered and I told them I had the receipt and asked why they are late, they hung up the phone. Currently on hold for the last 40 minutes waiting to talk to the office. Just made it to position 2 and then call was canceled because the wait was too long. THIS COMPANY IS THE WORST!! ***Update*** I finally decided to go through the call list to the company and treated it like it was a non warranty call, made it to a person! They did confirm that I did schedule the appointment through whirlpool from 12-4 and that they don't care what other companies schedule and do it at their own time still. So many different platforms of reviews all stating how terrible this company is, yet they are somehow in business!!! In response to Julie H comment. There is a difference with trying to answer calls and suggesting to call another time. How come you would allow your clients to wait on hold for 45 minutes and then allow it to be hung up on? You have a system in place for call backs, yet I never receive a call back? Short staffed or not, the way this business is ran is terrible and does not deserve to be in business anymore. I am calling Whirlpool to let them know that this company should not be used anymore for their warranty calls. The person I just spoke to on the phone would not answer my question to why the service techs wouldn't answer my phone call, yet they answered my girlfriends phone call and then hung up. This person I spoke to said they tried calling me back, but being hung up on is a clear indication of what they are trying to do. read more

Yelp needs to have a zero-star option. Scheduled through Maytag and had to wait nearly three weeks just for the appointment. I never got any follow up email or voicemail as to when in the day they'd be arriving, then when they finally did arrive, the guy called me before coming to the door and was shockingly rude. He very clearly wanted to get out of the job and immediately started talking about how expensive it would be "just for us to come up there (and do nothing)." His whole tone was essentially, "Do you REALLY want us to do this?" He wasn't prepared for a stackable unit and said he couldn't do anything. Didn't offer to come back at a later date with a second guy, didn't ask me if I could help him lift/move things, just rudely rushed me off the phone. Honestly, the most unprofessional interaction I've ever had with a repair person. read more

I am upset I am not able to leave zero stars. I have a less than 3 year old kitchenaid fridge that I spent almost $4000 on. Diamond has been put to repair 5 times and now it is full if mold. Hopefully 6 times a charm. I question the diagnostic ability and training on electronic and refrigeration equipment. Each time the "techs" came into my home they did not use any diagnostic equipment. They looked at it and just said what was wrong. I question them each time. Seems like they are used to guessing at the issue and installing random parts until the appliance is fixed. This is pretty obvious being that this is be the 5th visit. What a joke. read more

I am an owner of a plumbing company the refers this company on a regular basis. When calling to reach the owner of this company I was told He's not available to the public and would have to speak to project manager instead. I said I will leave a message for him to contact me she hung up. Very poor customer relations. I will never refer this company ever again, when I used to send more then ten people a week to them. read more

DO NOT choose this company to do your repairs. From the beginning this company has had the utmost worst customer service I have ever experienced. From the communication of parts being on back order I've been left out of the loop and even hung up on by Rhonda the woman taking the incoming calls. After 5 months of patiently waiting for the parts to come in they finally send someone out to repair the fridge/freezer. The technician sent out took 4 hours to complete a 2 hour job even after admitting his was having trouble himself with the soldering job. He left saying to give it 24 hours to start cooling again. After 48 hours it was still not cool. Called the company back to let them know that the fridge was still not working. The oh so wonderful Rhonda was stern in letting me know no way no how they were going to be sending anyone out to finish the job. So after 6 months and shotty work I'm still left with a fridge/freezer that does not work. Whether the didn't fix it properly or it was misdiagnosed, this company is incapable of communicating, any kind of decent customer service, or repairing the appliance they advertise in repairing. STAY AWAY FROM THIS COMPANY AT ALL COSTS 1 star is more than they deserve. If 0 or negative stars were possible this would be the perfect example of that kind of company. read more

If you want your appliance fixed in a professional and timely way, DONT call this company. Their repair team is unqualified and they do terrible work. I do not recommend Diamond Factort Service. read more

We have a Whirlpool washer that was covered under Geek Squad but the warranty with them expired last year. I called them anyway about issues we were having with the washer. The rep referred me to Whirlpool who has a dedicated number for this situation. Scheduled an appointment for 8/12 with window of 12-4 pm. Whirlpool dispatched DFS to perform the repair. Today 8/11 I received an automated message that the time was now 3-6pm and to call back if this was not correct. I called DFS and was rudely told the time I had originally scheduled was not correct. I was told that if the appoinment was made through another party the time DFS said was the time to go by. I said a few more words and promptly hung up on her. My question is this, why have your automated message say to call back if the time is incorrect? Does this mean that if you schedule an appointment through Whirlpool, Maytag, or other manufacturers the time will always be different than what they originally indicated? They should reword their message to say something to the effect of "if you scheduled your appointment with a manufacturer or other party the time may be different then what was originally scheduled we are sorry for the inconvenience". Then I looked at the reviews here and decided to cancel my appointment. The woman who took that call merely asked for the state and my address and said I was all set. read more

Setup a warranty repair date and time. The window was between 2:00pm and 5:00pm. 5:00pm rolled around, no show, no calls. Finally at 5:30p we left home for plans we had. 10 minutes later I get a call from the tech who says he's still 20-30 minutes away, I told him we are already gone from home. He chucked and said "there are no schedules in this business, I don't know what to tell you". I said goodbye. Do NOT use these clowns, their attitude towards their customers should tell you all you need to know. read more

PLEASE DO NOT EVER USE THIS COMPANY. I had an issue with my Whirlpool fridge under warranty. Whirlpool sent out Diamond Factory Service to address the issue. Marvin came out and confirmed that it was indeed under warranty and ordered the necessary parts to complete the repair. A week later the parts arrived and Antoine, a different tech, came out to to restore peace to our home. This is when things went terribly wrong. Antoine stated that Marvin was young, knew nothing and misdiagnosed the repair. He refused to even try the part and stated we needed another part that wasn't under warranty and it would be $300.00 for this part. Antoine came back a week later with the new part only to stand there with a not so bright look on his face when this part, the one he assured us was the problem, didn't work. We asked him again to try the first part but he refused. He said it was now another part and that would be $425.00 and not covered under warranty. I called several times to request another technician but nobody can do anything but quote me what is in my notes. I asked to talk to a supervisor and was given Rogers extension. I left several messages for Roger but much like the tooth fairy I believe he doesn't exist. Please do not ever use this company. Take my advice just buy a new fridge. It's a lot less aggravating than dealing with this deplorable company. read more

the worse repair company ever. I spent over 20k on appliances and purchased 5 years warranty. everyone diamond factory service come out to repair they act like they are doing the work for free and are extremely rude and always ask questions again if I have warranty when that should have been verified with the manufacturer. They also find excuses to not repair. lazy team that always leave a mess behind too. read more

Had them out to fix a washer. The company answered the phone quickly, had great communication and was on-time. Product was fixed upon ordering the part that was needed. Repairman was quick and good. read more

Hello there. I have been waiting for a Fridge part since March and I understand the delay due to the Pandemic. 2 weeks ago I received a call from the Diamond factory asking me to call back. I have tried to call back dozens of time and no one is answering the phone. You go in the queue and then when you get to number 2, it disconnects. I am not very happy now. read more

DISAPPOINTMENT: That you will know this last service person was a disappointment. IF, further service happens to be needed I am hopeful that the young man who was sent on original call approximately two weeks ago, be sent. He was EXCELLENT in both his proficiency and the information provided. Today's service person after spending time under my sink advised as a parting statement that he found a "slight" leak in supply pipe connection which never was a problem nor is it now. Upon checking tI did discover he did create a "slight" leak in a drain pipe, which also has NEVER been a problem and which I now find myself having to repair. Truly a disappointment . read more

Our fridge has been out for 3 weeks now, parts where delivered Monday according to manufacturer. Called and spoke with a rep who told me oh well there's nothing Diamond Factory can do. The agent says don't tell me your frustrated and puts me on hold. If you can find any other repair shop go there these people do not care 1 bit about their customers. read more

Absolutely useless. Kiera was rude on the phone and did not allow me to get a word in and would talk over me. After my range - oven that is less than a year old started to die they said they would order the new relay control and that it should take less than a week. Over two months later, I'm still waiting for the new part. The stove top is now not working and they refuse to warranty out the range and say to wait for the new part. Guess I'll cook for my family in the microwave. read more

I hadn't used the oval burner on my stove, which caused it to have some severe clogging issues, that myself and the 1st repair guy from your company, both decided that a part needed to be replaced. I still tried to get all of the caked on crap off from the inside, but was unable to. I paid a lot of money for this warranty from Lowes, and could at least get this part, as with my carpal tunnel and this burner never being used, it was impossible. The first guy was dynamite and easy to talk to. The second guy, Darryl T, was horrible. He turns on the burner, that clearly wasn't burning on high like it should, and said why was this replacement part ordered. Just a burner turning on, but not functioning at its capacity does not mean that a part is not needed. He proceeded to tell me how a stove works, which I didn't ask about, and how I will not be able to get a replacement part in place of cleaning. What an insult? Obviously, the last guy thought it was necessary, and this guy acted like he was paying for it. I am thinking that if I was a guy, and not a woman, that he would not have assumed as much. I wish that Lowes would use another service, but here we are. Women do know how stoves work, thank you very much, and the flame was not at capacity. You don't question the customer about why something was ordered by another technician. Hector M, the first technician was phenomenal and did not do anything wrong. I would ask for him personally every time if I could. read more

We have been dealing with this company since December 2020. The original delivery was fine. However the refrigerator had two blemished doors which were reordered. They were finally in March 2021. The Diamond Service guys came in and installed one door. The second door was not the right part #. The service man gave us the correct part # and told us it was our responsibility to order the door. I called Whirlpool and was told Diamond had to order the door and they were responsible for ordering the door which was not correct. When I got a hold of Diamond, I was told the door had been ordered!! No one called to inform us of this! The service man walked out empty handed and left us with the boxes, old door and wrong door to take care of. He said we would have to return the incorrect door to Whirlpool!! As it turned out, Whirlpool didn't want it either so the new door was put in our trash!! Ok, so, the correct replacement was installed yesterday, July 12, 2021!! Same guy! Same mess left behind. I have since had 2 spilling accidents putting things back in the refrigerator. The door doesn't close right , it hits my hand and jars. Now, I'm back facing the problem of trying to contact the company! Yesterday, I was #22 on the list. When I got down to #4, the message says they cannot handle all of the calls and call back later!! I tried being put on the call back list, which was never followed up on. Today, I was #14. When I hit #4, the same disconnect happened. I have called every # listed for Diamond Factory Service in 2 states only to get the same identical message!! So, I have emailed, not expecting any response. Thought maybe a review would get some attention!! I am also going to contact Whirlpool. They may want to find a new factory service. Mary Ann P Chicago area read more

I have literally never encountered a company like this in my life. All these negative reviews are for real and I can't recommend enough that you avoid this company like the plague. I have a very long story to tell about Kiera (in the office on the phone), Leon (who came to my house on multiple occasions to work on our fridge) and the lies and lack of concern I experienced with these people. However, I am not going to waste my time writing two pages about all the details... The simple facts are that I have a signed quote that states work to be done and the price to be paid. However, Leon refused to do that work (on two occasions) and stated that he never even quoted the work. I literally have NO IDEA what the problem was and why he wouldn't follow through like he originally said he would. Bottom line is that he lied to me in MY OWN HOUSE about multiple issues and raised his voice at me when I got upset about this, pointing out those lies. In the end, he refused to even talk about it anymore and basically ran out the front door telling me to call a manager if I had a problem with all this. Well, I did have a problem with what transpired and I TRIED to call a manager. I spent 20 minutes on the phone with Kiera trying to make that happen. After being on hold for 15 minutes, she came back saying nobody was available. She also told me she wouldn't take a message because they don't have managers or supervisors. Nor, would she give me a name or contact number to reach someone higher up in the company. ABSOLUTELY AMAZING...like I said, I've never seen anything like this. According to Kiera, there is no hierarchy of employees at this company. Ha ha...what a joke! I do suppose that would explain why they run such a TERRIBLE business. I am probably going to the BBB about these people--absolutely a pathetic way to run a business...at minimum, will be contacting Whirlpool to let them know about the company they're using for service work. The fact that Whirlpool, Kitchenaid (and maybe others) use this company to do their service is a huge mistake. I won't buy these brands again after this experience. read more

This company was in my sub-division on a service call. The driver almost hit my daughter, who had gotten out of the car to move a turtle that had wondered out in the middle of the street. I had blocked the street with my car and had my car flashers on and yet this Diamond Factory Service driver went around my car and almost hit my daughter (and turtle). Probably late and in a hurry to get to his next service call. Not only did this driver NOT get out of his truck but instead he sat in his truck and made hand gestures toward me. What kind of person is this? Does this person have any humanity? This action does not reflect well on the company he serves. This company prides themselves with "expect a higher standard", maybe someone should teach this driver the basics of humanity and set basic standards to this driver. I will NOT call this company nor would I want that driver in my house. read more

I would give ZERO stars if I could. This company does not give you a time frame for an appointment until 24 hours before your appointment. They expect a person to take off an entire day of work to work around their schedule. I have had to reschedule 3 times now because I have no one around to be able to be home and they cannot give a definitive time frame. Their scheduling methods for appointments is horrendous. read more

Great service all around including technical expertise, promt responses to inquiries, friendly interactions and a reasonalbe price. We had the ice maker repaired on our Kitchen Aid refrigerator Our tech. person Leon was knowlegable and patient enough to answer all of our questions. The company's phone commications and scheduling staff were also helpful and friendly. We loved having the call back option rather than being required to hold on the line for the next represenatative. read more

Had to wait over a week for the appointment but Diamond was scheduled through the Whirlpool website. They call 15 minutes before the appointment to cancel. Now I have to wait another week for them to reschedule and they are unable to even provide me with a time window. Meanwhile my freezer is still broken. I highly recommend you do NOT work with Diamond Factory Service. Terrible experience. read more

I am the end of my patience chain with trying to fix a Maytag Commercial grade washer only 8 months old! Initially the washer would not fill properly leaving clothing on top still dry. I did everything possible by choosing deep fill, doing half loads, and trying different cycles. The Diamond tech came out once, pushed buttons, and said it's fixed. The second he left I started a new load with the same results! The next visit the tech came in, stayed 5 minutes and said he's gonna order a new board. The next visit he returned a hour after the timeframe with the board, replaced it, pushed a couple buttons, said it was fixed. Now when he left I have a new problem where the washer sits in spin cycle and will not turn off! I let it run for 2 HOURS before I had to cancel the load by shutting it off! He came back last night, played with it again, told me to download the app and perform an update. I did all of this in front of him to witness and he said ok, it's fixed! GUESS WHAT the same thing happened AGAIN! I'm furious with Diamond and Maytag for not helping repair their $1000 washer ON WARRANTY! I'm turning this into the BBB. read more

As I'm starting this review I'm wondering who would give this company more than 1 star. Unfortunately I've had to deal with them on more than 1 occasion because my refrigerator was under warranty. I will start with the technicians. I have met 5 different technicians and only 1 of them knew what they are doing. The first guy that came to my house didn't even investigate the issue and just ordered some random parts that took 4 weeks to come in! The next guy out had to reorder the correct parts which also took over 5 weeks to come in and then it took Diamond 2 more weeks to come out. Please stay away!!!! read more

Horrible, had an appointment scheduled through Amana Factory Warranty for 8am-12pm with proof from email. They showed up at 6:45am expecting to get in. Wanted to see proof of purchase before starting the job and was unwilling to wait for copy of receipt which was not onsite since they were not suppose to start until 8am. I contacted Amana about this within half an hour, and they said this company was ordering parts. How can they be ordering parts if they just left and never looked at the washer? If I could, I'd send it to Mexico or China for repairs and would probably have it done on time and correctly. Complete waste of time. read more