D3S SERVICE

I wrote this toMr. President, I hope you are well. I know you are extremely busy, and ask that you take a few minutes of your time to please read this letter. My wife and I bought our first house last year right before the holidays. Even though we hadn't made a dent yet to the repairs and remodel, we still wanted to have Thanksgiving in our home. We went to a store that sells ovens, and after many hours of looking, we decided to purchase a Samsung range. We ended up waiting until the end of the year to buy it (because of budget) It was finally delivered, and looked great in our newly remodeled kitchen. That's all it was for was to look at, because we didn't cook on it for about the 2 months. One of the first times we used it, the touch pad didn't work properly. You would have to press a number over and over, then have to cancel and start over. But it didn't happen all the time and we were still able to use it. The problem finally bothered us to the point of contacting Samsung for a warranty repair. It was an easy process, and Samsung had a tech out in about 2 days. The tech looked the unit over then left. The company that Samsung sent came back about 2 weeks later, without calling us ahead of time to let us know they were coming. They had the part to repair our stove. The tech fixed it, and left. (I was at work when he came, so my wife dealt with him) I came home from work, and went straight to the oven. To my surprise, not only did the problem not get fixed, the tech damaged the the trim piece while taking apart the oven. I immediately contacted the company that service the oven. They said that it's normal for some damage to happen, and besides, they aren't responsible for any damages, because my wife signed their paperwork. (She said that the tech asked her to sign to show that he was there and serviced the oven). So then I called Samsung. They submitted a request for the company to return and fix the unit again. They came again, while I was at work, again without calling, and came in pushed some buttons, and of course, the oven worked..The tech was in and out and didn't spend as much time as he should looking at the oven. I contacted Samsung again. And again. And again. I kept getting the same response when I asked to speak to a person in charge, and that's they will have to call you tomorrow. The calls never came. We started taking video of us trying to use the oven, but we didn't know where to send them. We were emailing them to the company that "fixed" our oven, but they would not return any calls, or emails. I wanted a different company to come out to look at the problem. I call Samsung again, not to speak with someone in charge, but to ask if they can have a different service company come out. I find out that this company is the ONLY company that services East Texas. It started making sense...this company can pretty much do whatever they want, because they will still have the cuustomers because they know they are the only company to service East Texas. They don't have to return calls, they don't have to have any accountability for the work they do, because they aren't worried about losing any customers-Samsung send them an abundance of customers.. Throughout a few weeks I call a few more times to Samsung, with Samsung saying they have created a ticket and someone will call me about getting a different service company. No calls back, and still have an oven that works when it wants to. So we've been in our new house for a year now. We've done allot of work to it. The holidays are coming up again. Last year, because of finances, and the money we spent on the house, we couldn't have Thanksgiving there. We're hopping that this year will be different. I don't know what else to do, which is why I'm emailing you. I just want my oven to work the way it is suppose to. I want the service company to have accountability for their work and buisness practices. And I want the Samsung phone reps to actually do their job, instead of telling me what I want to hear. I've attached a couple of videos, showing the oven not working. I hope you've actually read this. And I hope that this problem gets resolved quickly. I thank you for your time,

I called D3S because that was who Lowe’s recommended through warranty service. I am sorry I did. It was $140 for a diagnostic check. The guy came out, opened the refrigerator and took a photo of the serial and model number and tells me it’s the compressor. I asked how he knew that and he said he’s replaced 4 this past week. So I called the office to mention what he said and told them I wasn’t certain it was the compressor since it seemed to be running. The girl who answered basically said the same thing as the technician. A week later the compressor came in and the technician came out to install. Since Harris County has called for masks to be worn I was surprised that neither time did the technician have a mask on nor did he wear coverings over his shoes. I had asked the company twice to ensure the technician bring a plastic shield for the floor since I have wood floors that were scratched and had to be replaced before when the refrigerator was pulled out. He reluctantly used it. After the compressor was replaced, I told him the refrigerator didn’t seem to be cooling properly. He said it was perfectly fine and left. I called the office the next day and told them the refrigerator wasn’t cooling and freezer wasn’t working, my small tray of water still liquid. They said I had to wait 24 hours even though it’d been 20. So I called the next day telling them the water in the freezer was still liquid. 2 days later the same technician returned. As he was about to pull the refrigerator out, I asked him nicely if he could please use the floor shield. He would not respond, completely ignored me. I then said I was sorry but if the wood floors scratched they would be responsible. Again no response, completely ignored me and proceeded to pull the refrigerator out. I called the company earlier that morning asking if they required employees to wear masks and shoe coverings. The girl said all technicians had them. When the guy entered my home I asked if he had a mask and he just pointed to his neck. I then had to ask if he could wear it. He wore no shoe coverings which I reported to the company. After scratching my wood floors and checking the compressor which I never thought was the issue in the first place, he says it’s the coil and leaves. So I called the company explaining both of my experiences with the technician and asked when I could expect the next repair. They had to order the coil so possibly another 10 days which means when it’s all said and done and IF they actually successfully repair the refrigerator, it will have been a month without a refrigerator. I also told them I NEVER wanted this technician back in my home. This has been a horrible experience. I will update this site when the coil arrives. So far, I’m living without a refrigerator in Covid times having to eat out.

Unfortunately our experience with D3S was similar to Lenora's experience. The tech came out to fix a brand new double oven which was not working properly. The tech was behaving very oddly and erratically. When we politely and professionally explained that the oven did not heat uniformly, as it burn things such as a muffin on the top and have it be raw/jelly like in the middle, he was smug. He asked us if we had preheated the oven. We replied politely yes, and that seemed to upset him. He said he had no idea why that would happen and this was "CERTAINLY ABOVE MY PAY GRADE". He said he would contact Lowe's where we purchased the oven from and update them. Long story short - three weeks later - nothing. I contacted Lowe's and they said the tech and company never updated anything but still charged them for the visit. A MONTH LATER THE OVEN IS STILL BROKEN AND WE WASTED A LOT OF TIME. THIS IS A HORRIBLE COMPANY. :( Lowe's indicated that they have had problems with them in the past like this and would be taking them off their vendor list. Hopefully this will save some other families from raw muffins & pizza.

There isnt enough space to tell of the nightmare 2 visits this company made to fix a 5 month old dishwasher. And dont ever think of calling them to make a customer service complaint- the owner will slam the phone down on you. First, a yawning man showed up on time, but was half asleep. He started my dishwasher, saw that no water was coming out (as I'd reported) told me it was the Cascade Platinum Dishwashing pellets that I was using, told me to go buy 2 bottles of dishwashing cleaning solution. If not fixed, call them back. I was skeptical and questioned it, he said call Home Depot. As guessed, the cleaning solution did nothing, so I called again, scheduled time off work again. This visit I told them very plainly that I did expect that this time the unit would be fixed, as I wasn't happy about the prior waste of time and this made him very angry, like scary angry. He got up in my face very rudely and said "has this thing ever worked?" (??) I told him of course! up until I called you the first time! He continued to speak in a very ugly and rude manner to me so I asked him his name as I was going to report him and he told me he wasnt telling me. I asked him for the receipt and he refused to give it to me. When I called the company the owner stopped me after my first 3 words and said "does your dishwasher work or not?" I said yes and she said then she had nothing else to say to me. I told her I work for a newspaper and I would put a bad review and her response? "Well guess what, no one reads the paper anymore!" and she slammed the phone down and hung up on me. Well guess what, you rude and arrogant person, people do read social media reviews and now that I have finally figured out your company name I intend to post this review on as many sites as I can find. Oh let me add she also said she'd "pray to Jesus for me". The irony of her pretending to have any sort of "Christian" attributes is laughable. A good company listens to their customers concerns.

This company was paid to convert our range from propane to gas. Money was paid (estimate for completed job was $1000) and three service calls later, we learn that technicians have irreparably broken the unit (snapped the orifices using inappropriate tools). Despite money paid and MANY calls to seek redress for our problem, the company has not replied to any of our communications. We will be seeking legal redress for our now non-operable top-of-the-line range.

I called to schedule a repair and the receptionist answering the phone seemed extremely put out by having to do her job and answer the phone and schedule repairs. She also would not schedule the repair w/out every detail about the appliance we needed repaired. I asked if I could schedule the repair, which was 5 days away, and call back later that day with the make/model/etc. She flat out would not do that. Heaven forbid we work with our customers.... They charged over $100 dollars just to show up to our house. They took the dryer apart and stated that it appeared to be our timer. Repair man left the dryer apart and stated that it would be Monday before he could order the part. We got a call Monday (after the repairman was at our house Friday) stating that the part was $108 and labor was nearly $200. Mind you, our dryer is still apart at our house from the way it was left the Friday before, so there isn't much labor to be done. Husband spoke to the co-owner of the company and the co-owner stated "He has no control over prices and such". I'm sorry....you are CO-OWNER of a company. It is a "mom & pop" company...not a national company. You have TOTAL control over your company....You're just being a horrible business owner and you have HORRIBLE customer service....and it's apparent by your "D" rating on here.

The service man Ronnie was very rude and is not ever welcome back into my home he did not have to be condescending to me because I am a woman and that is what I felt. He never even opens my icebox leaned back on my counter and crossed his arms across his chest and in a gruff way said "I don't hear anything so there is nothing I can do" and left. He reported to Samsung that it was fixed and I want to know how he fixed it without ever opening the door to even make sure it was the icebox in question. It still makes the noise so loud I can hear it down the hall. I am working with Samsung to try and get it fixed but this is the only company they have in my area , so I contacted D3S Service and asked if they could send someone else and was told NO. So I had to send in the receipt where I purchased my icebox and now I will see what happens next....

After contacting manufacturer of our refrigerator with concerns about fluctuations in temperature, we were unfortunately referred to this company to resolve the issue. The 1st attempt (week 1) a service representative showed up and was incapable of identifying the issue (we thankfully received no charge for this service). Over the time period of the following week beyond the 1st service representative visiting our residence, we monitored the fluctuations in temperature and had to discard all of our groceries that were in the refrigerator. (Week 2) We decided to call this business again to see if they could further assess the issue. A different service representative was sent and diagnosed the issue as a defective "main board". The day following the diagnosis of the faulty "main board" we contacted this company to get a quote for replacement of the defective part and to commence the order. The week following (week 3) we had received no correspondence from this company as to whereabouts of the part or scheduling of a service appointment, so we decided to call this company. We were told at that time the part could take 3-5 business days to arrive and then they would contact us with a service schedule date. Five days later (week 4), we decided to call because we again received no correspondence. We were told they had yet to call us, but the part(s) had arrived and they told us the earliest they could get a service representative out would be the following week. (Week 5) A service representative arrived, installed the part, instructed us to give the refrigerator 30 minutes to allow the temperatures to stabilize prior to use. The service representative did not wait for this period of time to assure everything was functional; instead they left to take care of other service appointments. We waited the 30 minutes prior to doing anything with the refrigerator. The temperatures stabilized and we checked to make sure everything else was functioning, at this time we noticed the water dispenser was not functioning at the pressure it was prior to the service representative installing the replacement part. We decided to wait a day or so to see if the problem persisted and it did, so we decided to once again contact this company in order send someone to assess what might be the issue. We were informed the service representative that installed the part could come back out the following week. (Week 6) The service representative made a short visit to our residence, without looking over his work and claimed the water had nothing to do with the part he replaced, and directed us to go buy a new water filter for the refrigerator. We followed directions, and replaced the filter with no prevail. At this time, we no longer found it worthwhile to waste any more money or time on this company and asked a 3rd party to come see what they could find. They found that the cover for the part that the service representative replaced was poorly installed and crimped the water line so that little or no water pressure was possible. Upon learning it was poor craftsmanship from the previous service provider, we contacted this company to ask if any resolution can be reached and we were told "Since you took it upon yourself to seek help from a 3rd party, we are no longer responsible for this mishap".

just after christmas my wife and I purchased a brand new GE washer dryer set from conn's. After a few weeks, the washer would not run a full spin cycle. Conn's sent out this company to repair it under warranty. At first the company responded reasonably well and within a week had sent a service man out to fix it. He said it needed a new transmission and that it had to be ordered. He stated that it would take 5-7 days. After 5 days I called and was told the part would arrive in 2 more days which would be the next  Wednesday and we then set up an appointment for that day and they were to call me and inform me of the time they were coming. 2 days later I called to see what time they were coming and they said they had not received the part yet but it was supposed to come that same day (they should have called to let me know instead of me calling them) and so we set up another appointment for Friday another 2 days later. On Friday I called them to see what time they would be out and the girl said they had the part but she said the appointment was scheduled not for today but for the next Monday. I protested saying I wrote it down on my calender as we made the appointment last Wednesday. (first deception) I relented and agreed to Monday. Monday morning I called to see what time they would arrive and was told that the part had not yet arrived! (second deception) I bitterly agreed to disagree and made ANOTHER appointment for the next Wednesday. They actually came out on Wednesday and installed a new transmission. The tech turned on the washer and asked me to sign the invoice accepting the repair. I said i would not sign yet until the washer had completed it's spin cycle but the tech would not wait and pestered me to sign stating that if still would not spin, that it was still under warranty and they would come out again to fix it. I gave in and signed. Sure enough just as he left my driveway the spin cycle failed to operate and I them immediately called the company. The girl said to hold while she called the tech. Maybe 2-3 minutes had passed since the tech had left however the girl returned and told me the tech would not come back as he was late for his next appointment. I explained to her that he should not have left before making sure the repair was indeed working and that he should immediately return to finish. I was then told no he could not and that the soonest he could return was in another 2 days! Angrily I made the appointment. 2 days later I called to see what time they would arrive and was then informed that they needed to order ANOTHER transmission as the one they just put in must have been defective. I demanded to speak with the manager. She (the manager) in an agitated voice told me that she had spoke with the tech and they were sure they needed another transmission and it would arrive in 5-7 days! I asked her how they could be so sure without coming out again to confirm as I did not want to wait ANOTHER 5-7 days if they were wrong. She rudely informed me that they had been doing this for years and they "just knew" that they were correct. At this point I was very angry and was demanding they come out to be certain. She continued to say no they would not come out again and further that if I continued to be angry that she would call GE and say that I was being a "problem customer" and then my warranty would be void!! I responded by saying "in business the customer is always right" She said no they are not! Furiously I then called GE directly and complained earnestly. The GE rep professionally helped me and sent an authorized GE tech to my house within 2 days. The GE tech said the other company had put in the wrong model transmission. Within a few days the proper transmission was installed. Humorously, (to me) about 3 weeks later DS3 left a voicemail saying the new part (wrong model again) had arrived and to call to set up an appointment...I never returned the call!

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This was the third time we've used D3S and every time we have had professional, quick, and effective repairs to our refrigerators/freezers.  Scott has proven to be trustworthy and highly skilled.  We can't recommend him highly enough.