Diamond Appliance Service

We were forced by Whirlpool to go through Diamond Factory Services. They scheduled us a week out for 7.3.2025. The technician called us with 1/2 hour notice to say he'd be there at 8 AM. He walked up to the front door and put a note on the door that he missed us. No doorbell. No knock. No call to say he was there. Jus t a ding-dong ditch without the ding-dong. They scheduled us with a different technician for 7.10.2025 who no showed. He was supposed to be there between 8 & 10, we called at 10:30 they said he was running late. By 2 PM, he still wasn't here so I called. No apology, nothing. They said his vehicle wasn't working and he cancelled all his appointments for the day. Now they want us to wait until 7.21.2025. They'll put us on a cancelation list but that's all they can do. I called back and asked to speak to a manager and got a voicemail. After reading all these reviews, I am shocked this company is still in business. They have zero sense of compassion or accountability.

Total SCAM company and terrible customer service. We have a Whirlpool refrigerator that was under warranty through Whirlpool. Unfortunately for us, Whirlpool uses Diamond Factory Service as our local service company. Since 2019, our fridge has been having issues and we have literally replaced practically every moving part within the fridge. Multiple times, technicians from Diamond Factory Service come out and say that their repairs won't fix the problem and the fridge should be replaced. Then, Whirlpool gets a request for parts and no mention of the fridge needing to be replaced. When the technician returns with the parts, they tell us that Diamond Factory Service won't let them recommend replacing the fridge so that they can keep making money off the repairs. Every time the fridge has had issues, we had to transfer everything to a fridge in our garage. Then for the week or two weeks that it took for a technician to come out, order parts, and return to replace the parts, we had to go to our garage to get all our food and drinks. We complained to Diamond Factory Service and to Whirlpool multiple times. The repairs have totaled more than $3,000 that Whirlpool has been paying out and they still have not replaced the fridge. The customer service at Diamond Factory Service is so terrible, that they have changed their company almost fully to automated communication. In January, we were able to make contact with a female at Diamond Factory Service and I cannot begin to explain how completely idiotic this woman was. She repeatedly told me that even though parts were available the day the technician came out and that the service repairs were approved by Whirlpool the same day, it was our responsibility to somehow know this and call Diamond Factory Service back to schedule the repair. This resulted in four extra days of waiting to find out what the heck was taking so long. Not at all the system they have had in place for the last 5 years. The woman on the phone was literally that employee at a company that does no work and then blames you for expecting them to do their job. She would fit in perfectly at the DMV. Completely useless, disrespectful and a horrible human being. We had the warranty for 5 years and are finally coming to the end, we won't be renewing it or using Diamond Factory Service EVER again!!! They are trash!!! Can't wait to buy a new fridge since the warranty is over.

Hilarious. it's a $20 part (light replacement for Whirlpool frig when your lights go disco flicker) and they charged $280 to come out, pull it out, put in new one, and put plastic cover (older one I took off that had one screw) back on. So.........uh..........that's $259 service call. Nice profit margin. It took him maybe 10 min door to door. I will say the guy knew exactly what he was doing which is always a blessing.

No idea - 4 times fighting with dispatch, and the darn fridge still won't make ice, nor do the lights stop blinking (great for disco, not so much for getting the leftovers out...)

Showed up early for scheduled appointment, completed work quickly, very professional personality repairman. Would use again.

aid

We have used them several times.

We had a week long power outage while out of town.   We returned 6/24/11 to a KitchenAid fridge that no longer worked.  We immediately called KitchenAid to schedule a repair.  Since it was a weekend, we booked an online appointment with Diamond for service at the next available appointment ? June 30th ? 6 days later.

Meanwhile, we called a local repair service (NOT DIAMOND) and they came out on 6/25 (the next day).  Since it was a Sunday, they told us they would call us first thing on Monday morning with an update on the part.  We received a call at 9am from them on Monday, saying that we must go through an authorized KitchenAid repair company to receive our part. 

We called KitchenAid, who then scheduled us an appointment with A&E, and we cancelled the Diamond service call.

Almost immediately after the cancellation, we received a voice-mail message from Diamond saying they received notification that we have cancelled our appointment, and were just wondering the reason.   They did NOT indicate that they were still planning on sending out a technician, even though we cancelled the appointment.  

A&E was scheduled to visit on Thursday, June 30th between 8am and noon.  Around 10am, a repairman shows up.  We assumed it was A&E and let them in.  The technician noted he would need to order the part, which would take 5 to 7 business days, and then asked us to pay for the service call, PLUS the additional service visit to come back and install the part.  As we are writing a check for $145, we are told to make it out to Diamond ? the people we cancelled.  He never identified himself as Diamond?.a fact that should have been made to us, seeing as we cancelled the service call.  As we sat in confusion, A&E called to say they were on their way.  At that point, we cancelled A&E because Diamond had already shown up unexpectedly and was taking care of our repair. 

KitchenAid had told us the initial service charge would be $75.00, so we assumed the additional $70 we paid would be for the second service charge. Five business days pass, and not ONE call from Diamond?.no notice that they are still trying to obtain the part, or that the part is no longer available?.no word at all. 

We call Diamond after 5 business days to find out a status, and are told the part is expected to arrive Friday afternoon, 7/8.  At this point, we mention we have been without a fridge for over 2 weeks, and want to ensure we can get a technician back out as soon as the part arrives.  We?re told fridges are high priorities, and that although they can?t schedule an appointment right now for us without the part, we would have no problem getting someone out asap.

The week and weekend passes. 

Again, WE call on Monday, July 11th.  Again, we?re told to wait just a few more days; the part should be there soon. 

WE call again on Wednesday, July 13th, and are FINALLY told ? Diamond can?t get the part, but here?s two numbers and WE can call to see if we can find it ourselves.   Within 10 minutes of US making phone calls, we locate the part OURSELVES. Immediately after, we call Diamond to request a refund of ALL of the $145.  After all, they let us sit and wait for 2 weeks without ONE SINGLE call to tell us they were having difficulty getting the part.  We could have gone out and bought a new fridge to put this family of 5, including 3 kids under the age of 8, out of misery.  Could have saved us almost three full weeks of WAITING on THEM. 

After much arguing and escalating the request, Diamond REFUSED to refund us anything but $55, saying the initial service call was $90 (not the $75 we were told by KitchenAid), even though they had RECORDS that we had called and cancelled their service call via kitchenaid.  We never authorized them to come out, and yet, they said they like to "err on the side of caution"?!?!?. That would have been nice to know that they planned on doing that initially.  

We?re VERY unhappy that Diamond just showed up after a cancellation, and we?re VERY unhappy Diamond let us sit and wait for two more weeks before telling us they couldn?t get the part we needed.  And yet, Diamond was unwilling to refund ALL of our money paid to them.

Bottom line:     
    1. They took our money     
    2. They weren't supposed to come out for repair, but showed up anyway     
    3. They LIED to us for weeks, keeping us without a fridge for almost 3 weeks ? the most important appliance a family owns.     
    4. WE had to follow up with them...they NEVER updated us.

This is possibly the worst provider we have ever seen.  Companies that use Diamond for warrantee servicing should think about this experience.  We will NEVER buy another KitchenAid product because they selected this service provider for their products. 

If Diamond had just apologized, and offered to refund us ALL our money paid, we would not be writing this review now.  They ignored our cancellation, ignored communicating to their customer who was waiting on them, and ignored our dissatisfaction with their business.  We say you ignore Diamond. 

The Diamond website reads ?Diamond Factory Service, Expect A Higher Standard?.  If we experienced ?A Higher Standard?, I?d hate to see what the standard was before. We agree, Expect A Higher Standard?and use someone else.

We got stuck with this company because we had a warranty throught Home Depot, where we bought the washing machine.  Initially, I thought they would be a good company, HOWEVER,  they had to order a part for our machine.  It took them over a week to get back to me once they got the part to schedule another time for them to come out (they told us they would call us in 2 days).  I told them I needed an appointment of 3 pm or later.  They said they would request the latest appointment but the time slot was 1:00-4:00, so they could not guarantee the time slot.  Of course, they called at 1:00 saying they would be there in a half an hour, so I had to cancel and reschedule for a Saturday.  I had rescheduled 2 weeks before the appointment.  On the Friday before our appointment, I called to see what time they would be coming...they NEVER scheduled me.  There were no notes indicating that I had schedule the appointment.  So now they want me to wait another 2 weeks before someone can come out!  It has already been over a month with a broken washing machine.   The receptionist, Rachel, who took my 2nd rescheduling was NOT friendly, very rude.  If it was not for the warranty and having to use them- I would STAY AWAY!!!!!!!   

They were here three times. I had a gas range of stove and occasionally when I turned the small oven on, I could smell gas that I wanted them to check which they did. They also calibrated both the ovens while they were here. My stove was fine other than those couple of things. My refrigerator has been here twice for the same thing and both the times it was the heavy duty ice maker. I used them because they were just a couple of blocks away from my house which was very convenient. Also, there were a few service providers that worked on the appliance repair of that particular brand. I had nothing to compare to in terms of their price.

Overall this went great. We had prepared ourselves for the possibility of buying a new dishwasher because we had heard that Bosch parts are hard to get and repairs are difficult. This representative from Diamond got right to it. We are pleased with the experience.

One of the worst company experiences we have ever had--hence the straight F grades. We inherited a Fisher & Paykel dishwasher when we bought our current house. It's very difficult to find someone in Chicago who will service these units (this is Fisher & Paykel's fault, as they extract significant annual fees from their service companies). Diamond certainly wasn't our first choice--they're open five days a week ONLY six hours a day. The first guy they sent out did not even listen to my wife about which dishwasher drawer needed to be fixed and actually disabled the one drawer that did work--AND THEN LEFT. It took them two months (and several threats at Better Business Bureau complaints) to get around to ordering a couple of drain hoses and to come back and finish the job. They cost three times as much as our regular appliance guy, Bill's Appliance, who we highly recommend. If you need a Fisher & Paykel repaired, try Abt.

Initially they didn't diagnose it properly, but later they fixed the whole thing. They made 3 visits to get it done, and it is fine now. They were very expensive. My dishwasher is great to see now, and it is very convenient for me and my husband because it has 2 drawers. They did a very thorough examination with the dishwasher after they fixed it a second time and Freddie then told me everything that I needed. They were responsive, and they arrived on time.

I am really irritated with Diamond Appliance Service. I called today to describe the above situation and my frustration with not having a working dishwasher for now about 2 weeks. The receptionist was not the least bit sympathetic, she simply said that this is how business is done. Technicians are not able to review the jobs until the day of service and they order parts as needed on the day of the job. I am so surprised at this. There has to be a better way of servicing a client's appliances. Why can't they communicate better to be more efficient on the day of the job? It's really only a $25 part. Not too much of a loss to order ahead of time. I will not be hiring Diamond again for future repairs and will try my luck at finding a repair service that is doing a better job with in-company communication and customer service.

They are one of the few authorized dealers for Fisher and Paykel. They were good about keeping their appointment and having parts on the truck.