Whirlpool 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.

After, The Diamond Factory Service was out to repair our fridge, as whirlpool was willing to cover the parts and diamond factories labor would be $425 to get my fridge fixed. Darren (THEIR mechanic) came out took my $425 and told me my fridge would be up and running in 24 hours. Let me preface this with he took my $425 under my assumption my fridge was 100% working. When I asked him if he was sure, as I didn’t hear it running before he left, “he said it’s working.” The next morning I wake up my fridge wasn’t working. I immediately called and they sent him back out a week later. As that was the soonest he could come back. He comes out, and says, “oops he missed the part. Sometimes that’s easy to do. Bad news is it will be another week, but no big deal to repair” It will be in the following Monday. With no phone call to confirm time, he shows up at my house. I let him in through a code, he works on the fridge supposedly. Then calls me to tell me I’m not getting my $425 back or my fridge repaired as it irreparable. Call diamond factory and speak to Will who informs me the owner of Diamond Factory has no interest in talking to me about the situation. That is why he was hired. That the most they can do is give me $100 back. As it’s always possible your fridge isn’t going to work after they start to fix it. If anyone has any brilliant ideas on how to get the rest of my money back as this company is unbelievably unethical, dishonest and customer service repulsive!

When I called the service number, I told the scheduler what I needed and she said it would be 6 days to get the part. The technician arrived six days later without the part. Then he charged me $90 to tell me I needed a new drain pump, which is what I told them in the first place. Then I was told it would be 6 more days to get the part, the pump would cost $109, and I would be charged another $57 for the trip out to install it. I told them 'no thanks.' Ibought the pump at a local store that afternoon for $38 and installed it myself in under an hour.