I have a 5-year extended warranty on my Whirlpool heat pump dryer (now 4 years old) and scheduled a technician through Whirlpool, so I had not read reviews of this company. I lol-ed when I saw so many others with poor experience. The issue with our dryer is a burning smell that gets into the clothes when the dryer runs. It's been worsening for months and I finally decided it was worth a service call. [[HIGHLIGHT]]On the plus side, Ricardo called when he was on his way; arrived within the scheduled appointment window; and asked if he should remove his shoes. That's worth two stars.[[ENDHIGHLIGHT]] On the negative side, he clearly arrived with no expectation of having to do any work. I described the burning smell and showed him a buildup of lint past the inner filter that Whirlpool's design makes impossible to access. I thought it's likely the dryer is working extra hard because of that lint buildup (heat pump dryers have two lint filters instead of one, and need extra TLC to run super-efficiently). I had hoped a technician could clean out the lint, and I would have been happy to pay for it. [[HIGHLIGHT]]But Ricardo claimed he was only sent to my home to make sure the dryer wasn't about to "blow up." He gave no indication of actual knowledge about how the unit worked; he man-splained everything I'd said right back at me, then started interrogating me as to why I bought this particular type of dryer, as though my buying an energy-efficient appliance was offensive to him personally[[ENDHIGHLIGHT]]. When I asked if he knew if any part of the clean-out work he proposed I schedule ("two technicians, $600-$800") would be covered under my extended warranty, he gave me the most haunting dead-eye stare I have ever seen. At least he promptly left when I asked him to. [[HIGHLIGHT]]Ricardo is probably the rudest and most unhelpful technician I've ever interacted with.[[ENDHIGHLIGHT]] read more

I have been waiting on a part since June 5. 2026. The first guy came on June 5, stated he needed to order a part for the ice maker on my refrigerator. He took pictures of the tag with the model number & part numbers on the inside of the fridge. The part came in another guy brought it to repair it & it was the wrong part. How can you order the wrong part when you have the part number in front of you. Upon him leaving my home, I noticed that the water dispenser was no longer working. However, it was working prior to the 2nd guys visit. I called informed them that zi will not be paying another service fee and I want my ice & water dispenser fixed at the same time. It has been nearly a month (4weeks) and the ice maker is still not fixed. When I purchased my refrigerator I made sure I purchased an appliance that was made in the USA so that I would not incur the problems with waiting on a part from overseas. This totally unacceptable, I should be compensated for the ice that I have been purchasing since June 6. And let's not forget that items that I place on that side in the refrigerator freezes overnight. Needless to say I do NOT recommend this company for appliance repair. read more

The technician was supposed to arrive between 1 PM and 4 PM. A few minutes to 4 I called the company and was told he was at the stop before mine. it was almost 5:15 PM when he called me and said he was lost. I asked where he was, and he was a few blocks away. Don't these technicians have GPS? read more

[[HIGHLIGHT]]Worst service company I have ever encountered. They hide behind an 888 number and no way to respond (i.e. leave a message) or send an email.[[ENDHIGHLIGHT]] Installer showed up once with a defective circuit board for my 1yr old Whirlpool washing machine and said they would order a new board. This is what you apparently get with an appliance purchase from Costco with a "extra" year of warranty. This is the last time I will order any major appliance from Costco. They do not think about what is really happening out there to their "members" and their contracted repair services. read more

Diamond factory service is a JUNK COMPANY. We updated our kitchen with a gorgeous kitchenAid suite ( over $20k ) a year later the induction stove lost a burner. Called kitchenAid to schedule a repair. They told me my warranty service company is Diamond factory... this is the ONLY warranty repair company whirlpool line has in Grand Rapids. The stove, refrigerator and oven all have issues and after multiple service appointments and no parts to fix and wrong part ordered. Have to come back... they have never fixed a damn thing. The induction stove after 3 service trips, was " discontinued " had to buy a new stove and have it wired. The oven multiple service calls... still not working correctly, " Have to live with " and the refrigerator... . 3 service calls and counting Total SHIT company. [[HIGHLIGHT]]But there is absolutely nothing I can do about it!!![[ENDHIGHLIGHT]] So please, save your time and frustration by NOT BUYING ANY WHIRLPOOL APPLIANCES in greater Grand Rapids area or you will have incompetent DIAMOND FACTORY SERVICE company as your nightmare provider!! read more

If I could give zero stars I would... where to even begin?! [[HIGHLIGHT]]First off, their customer service reps are simply awful.[[ENDHIGHLIGHT]] I could dedicate a page to that but I'll just stick with the service. They were contracted to come out and fix our Kitchen Aid stove. First few attempts were a no show, next time was a call 45 minutes after the 1-6pm window saying they would be there in an hour. [[HIGHLIGHT]]Finally got a different time slot, the tech was not only condescending and rude but he took his shoes off and put them on my counter.[[ENDHIGHLIGHT]] He also didn't fix the stove. Another visit where it was supposedly 'fixed' followed by two more visits where the tech could not figure out what he was doing. We are into this at 5 months now, countless calls to Diamond, the manufracturer and the store that sold us the appliance, not to mention numerous days off work and ordering out meals due to their incompetence. read more

After reading the Yelp reviews and my own experience with the company, I am furious and believe this company runs a scam business. Our dishwasher bought from Costco was still under warranty, so we scheduled the service through them. The technician came at the first time and spent 2 minutes in total and determined that the dishwasher needs a new motor and a new pump. Once they received the parts in a week, we scheduled the installation. However, when the technician came, he told us that the motor they ordered from factory is not working, it leaks. They have to order new one. The fishy part is, the technician just arrived at my house and came in directly to tell me that. He didn't park the car and spent time to "check the motor" as he was telling me. In addition, I don't know how he can check a new motor and find out it leaks. Now they have to re-order the parts and schedule a 3rd time in two weeks or so. The whole repair takes 4 weeks and counting.. read more

Don't waste your time with this company ive been waiting 3months and have repeated the code over 20 time what good is a manufacturer warranty and extended warranty from whirlpool and u pay cash cash and this new set isn't four months old dont waste you're time read more

This company is a total disaster. I've been trying to get a simple service done for over 60 days, and it has been nothing but lies and cancellations. Every time an appointment comes up, they cancel at the last minute with some new excuse. It's unbelievable how disorganized and irresponsible they are. There is absolutely no professionalism here -- no communication, no accountability, and no respect for the customer's time. I've wasted weeks waiting for them, and they still can't get anything done. [[HIGHLIGHT]]Do yourself a favor and avoid this company completely. They will only waste your time and leave you frustrated.[[ENDHIGHLIGHT]] read more

This service is soooo slow...they come out with 1 tech, when I explain everytime they need 2 techs to fix because its a stacked unit...but no, only 1 gets assigned only to tell me they need to come back with 2. Then they order a part that takes weeks to get then schedule to install weeks, out. My last install appointment was cancelled and reschedules 8 days lattes, now this am I am waiting for them to arrive and I get a call that the part they ordered for me is cracked. Meanwhile I am spending $30-$40 a week at the laundromat.. This company is not worth the monthly subscription....I want my money back, I could have bought a new machine with all the money I've spent at the laundromat and not to mention my Time!!!!!! read more

We have been trying to get a KitchenAid microwave door, which is under warranty, replaced since early December 2025. The technician came out in January 2026 with the new door, turns out it was the wrong door. [[HIGHLIGHT]]By end of February, having not heard from this company, we called to find out what was going on and were told someone would call the next day. No one called[[ENDHIGHLIGHT]]. [[HIGHLIGHT]]March 3rd called again & still no answer on what is going on!!!! Absolutely no communication.[[ENDHIGHLIGHT]] Feel like we are being ghosted!! This is not a good company to do business with! read more

Mike is the technician that came out to service our washing machine. he was very attentive and detailed oriented. I'd highly recommend him to others. read more

Ricardo Vego came to service my dishwasher. He was fantastic showing me what was wrong and explaining causes that affected the newer models of dishwashers. He offered several suggestions as to what I should and should not do. He was very helpful and thorough. Thank you for the specialized care. read more

[[HIGHLIGHT]]Paul was an exceptional technician! He was kind, professional, and informative.[[ENDHIGHLIGHT]] He has a great attitude and fixed my washing machine with no problem! [[HIGHLIGHT]]I appreciated his service and he is a great model for the company great job![[ENDHIGHLIGHT]] read more

Got scammed by Diamond Repair Bartlett Service tech was Here for 10 mins and claimed that the Microwave was working properly. In his report to Kitchenaid he said he was 10 ft away and could hear beep. Diamond repair is really bad and should not be used. Shame on what once was a good company for using this terrible repair service. [[HIGHLIGHT]]I did put in a voice mail to supposedly manager but I'm sure I will not hear back as many others haven't hear back either.[[ENDHIGHLIGHT]] read more

[[HIGHLIGHT]]My appointment was booked for 2 weeks prior to 8/11 - took off work and at 9:28am the day of our scheduled appointment received a call from Diamond Factory that our appointment had to be cancelled.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]The Manager, Renzo G. was supposed to call me - and look at that - I have not received a call yet.[[ENDHIGHLIGHT]] This will be the 2nd time they will need to come out to fix our ice maker and water line - the technician that came - he was great! [[HIGHLIGHT]]The company itself needs to understand everyone works and it is not easy to take off work to do things like this.[[ENDHIGHLIGHT]] Our time window was from 8-11 and at 9:28am we were told the appointment was cancelled. read more

Short Version: 4 times coming out with the wrong piece, broke our stove top in half Long Version: We have a kitchen aid stove and our small back burner was out, not urgent but looked into getting it fixed. This company came out FOUR TIMES with the WRONG burner. It wasn't an urgent issue so we were patient and understanding. Last week they came out and broke our stove top in half. He tried telling us that we just didn't notice it was broken before. Ive tried getting in touch with Patrick the manager several times but has never returned my call to address this. We are extremely disappointed that our patience and understanding has been completely disrespected. We had to order a completely new oven due to their mistake. read more

Probably don't want to call Diamond. They sold me a light replacement for my Whirlpool frig that literally clicked in and the guy was here for 10 min. Bill? $279.18 for a $20 part. And, no receipt. Still waiting for them to send it. At least the part worked right away, and he entered the home carrying it. Quite a racket Whirlpool has going here. The frig is only 4 yrs old. In terms of scheduling appt, and them showing up, that part was easy. I just don't think 10 minutes of labor should cost $186 nor do I think that part is worth $93.00. Tech said he'd send receipt when he was in his van but nope. I called and the lady on the phone said she'd send a receipt and the part is guaranteed for 1 year, service for 90 days, but no receipt arrived in my email. Called again this am, and they said, they'll send a receipt when the lady who sends receipts is back in the office. I asked why tech did not email me receipt at job, and he said, oh he did. Right. What kind of biz is this? My email works fine for every other company. So, still waiting for receipt. Looks like I'll need to call them every single day to get one........I'm going to report them to the BBB if I don't have one in a week. read more

Absolute incompetent lazy technicians especially Edwin that never make it pass the front door and can diagnose the appliance from there. My parents have been paying for the extended warranty for 3 months for a total of $120 and they have done absolutely nothing but waste their time and [[HIGHLIGHT]]they have the most unprofessional rudest customer service reps you could ever talk to.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]There is never a manager available and they never answer the phone when you call it's a complete scam avoid them at all cost[[ENDHIGHLIGHT]]. read more

Bought a kitchen aid refrigerator and started having problems with it not dispensing water/making ice. Called my own local repair guy and after 2 visits and $300 it still was not fixed. Called Whirlpool who makes kitchen aid and they sent a Diamond Factory Service man out. $15O was paid by me. The service guy came out - flushed the water line and said I should be good to go. Before you know it/ it started freezing up again. Called whirlpool again and they said they'd send out Diamond again for $450. What? Heck no. Tired of the lemon I am stuck with I went to the BBB to file a complaint. I get a call saying they'd send a guy out but said they'd never heard of this issue happening. Service guy came out first time and said he knew what was wrong but they'd sent him with the wrong parts. Waste of my time. Second time he comes and says that this is a known problem and there is a whirlpool mandated protocol of installing insulation around the water line. He did that and left. If this is a known problem with a set protocol, why did I pay $150 for the first visit? I would like my $150 back as I have already paid far too much to keep this lemon running read more

I would give zero stars if I could. I was supposed to have a service call, but there was confusion on my extended warranty. I was being told I was going to have to pay for the call, when my warranty was telling me I didn't need to. Regardless of whose fault it was, The service rep that I needed to clear it up with the company that sold me the refrigerator. In the meantime, I set aside 10 AM to 2 PM for this call. He had told me he would be there within a half hour and then never showed because of The dispute in the payment. Had he called me back, I told him that the company I bought the refrigerator from agreed to reimburse me for his call. But, he didn't even have the courtesy to call me back and let me know he was not going to show up. So, I gave up four hours of my day waiting for a service call and they never showed! read more

I used this company a few years ago to fix my Kitchen Aid refrigerator that was under warranty, at that time they were very good. Fast service fixed it right away. read more

This place is a joke! Have tried 3 times for someone to come out and fix my dryer that is less than a year old and still under warranty. [[HIGHLIGHT]]Horrible customer service and their techs will cancel if it's close to their time to clock out and lie and say their "car broke down".[[ENDHIGHLIGHT]] Avoid this company at all costs! read more

Ricardo Vega was the best!!! He fixed my stove panel very quickly and was very informative. [[HIGHLIGHT]]Definitely made us change our opinion of the company!![[ENDHIGHLIGHT]] read more

Shut the entire business down. Technician was elderly in his 80's could barely walk and stayed about 3 minutes per visit, I had about 6 visits and never got my washer fixed. This company is horrible! read more

We have a JennAire column Fridge and Freezer and the ice maker went out. [[HIGHLIGHT]]Leon, from Diamond Service was terrific. He was very polite, professional and neat[[ENDHIGHLIGHT]]. The problem was fixed on the first visit. Top notch service all the way. Jim read more

Terrible company. Our claim to repair a microwave thru American Home Shield went as follows. Magnetron needed replacing. Tech shows up to replace it, says it's fixed, leaves. On first attempt to use it, it's clearly not fixed, still broken. [[HIGHLIGHT]]When I call to inform them that they didn't complete the job, I was told "sorry... we closed the ticket... you need to submit another claim"[[ENDHIGHLIGHT]] [[HIGHLIGHT]]The lack of common sense is astounding & infuriating. When I asked to speak to the manager, I was immediately sent to voicemail.[[ENDHIGHLIGHT]] This is customer DIS-service at its finest. Avoid at all costs read more

HANDS DOWN THE WORST COMPANY I HAVE EVER HAD TO DEAL WITH IN MY LIFE!! I do not post reviews ever, and do not like bashing a company. But i have taken in considerations with this one. Have been with out a fridge for over a month now!!! We have had a total of 4 appointments and the they have provided the incorrect part and cancelled on us twice! I would recommend not buying kitchenaid products becuase this is their only service provider. [[HIGHLIGHT]]The scheduling has been a nighmare alone, only to have them cancel on us![[ENDHIGHLIGHT]] HIGHLY RECOOMEND STYAING AS FAR AS POSSIBLE FROM THE SERVICE PROVIDER. HOW THEY ARE STILL IN BUSNESS TODAY BLOWS MY MIND. read more

If you have a choice, don't use this company. They have to come back a third time to repair a brand new washer, every time they haven't brought the right parts, and every time it's another week to wait before they can come back. Been out a washer almost a month now, but that doesn't matter to them. Customer service has been nothing but rude with an attitude, one actually hung up on me today. Doing all I can to make sure whirlpool knows they should contract their work to literally anyone else. Bring what you need to finish the job, especially when the issue should have been diagnosed the first time. Excuses don't wash my clothes. Update- they couldn't finish the job on the third trip and thought giving me a special way to start the machine was a complete job. They just call whirlpool techs to talk them through it so they don't actually send anyone who knows what they're doing. Management called, many hours after I left a voicemail, but I doubt they would do anything useful, I don't care what they have to say at this point, and I don't care to hear attitude from another person here. Have to replace the machine now due to their ineptitude. read more

Diamond Factory Service - Not a solution... - Appliances Near Me - Bartlett, Illinois

Tech came out to the house after KitchenAid refrigerator stopped producing ice/water after 4-weeks. Tech didn't look at the fridge and presumed the issue was a valve which he ordered and which took over 2-weeks to be scheduled for install from the initial appointment. He came today, looked at the fridge, informed me the line was improperly installed to the fridge and he could not be responsible for it. He proceeded to install the valve and told me I would have to reinstall the line to the fridge. He left before seeing if the water was now functioning in the fridge, which it was not once I installed the line to the valve. [[HIGHLIGHT]]I called support immediately after and requested that he come look at where else to troubleshoot the line. I was told he could not come back, despite spending a grand total of 10-minutes at my home previously, and I would have to have the insert line changed and called KitchenAid for anything additional[[ENDHIGHLIGHT]]. Genuinely terrible service. Will be contacting a local repairman as this was a total waste of 2-3 weeks. Certainly seems my experience is in line with many others. read more

Technician came into repair a kitchaid that was just 2 month old. Did not have parts to do the job. Had to wait several weeks for repair. Left panel off fridge and had to call him to find screws to put back on fridge myself. Once job Was finished technician left compressor and some type of fluid on floor and expected me to do his job and throw it out. Fridge worked for five days then quit. Now I'm without a fridge for another month. Do not buy french door fridge from Whirlpool, Kitchenaid, or Maytag with ice maker dispenser on door. You will have nothing but problems and Whirlpool will not care on how much money you loose on spoiled food. read more

Maytag uses this company for its warranty repair. My washer broke on Sunday. I could not reach them until Monday. They didn't send a repairman until late on Wednesday. He said I needed a water pump and electrical harness. I was in luck they had the parts in their warehouse. He could come on Friday to repair the washer. I asked it to be in the morning because I had a Christmas Party to go to. Make a long story short I couldn't get a morning appointment because the repairman can't schedule his appointments. He was suppose to return between noon and 3 . Got a call at 2;30 and he was waiting on a helper. Got a call at 3:00 and he wasn't coming. Called Maytag and they couldn't do anything. Called Diamond and the mailbox was full couldn't even leave a message. At all cost I would avoid this company. read more

I also had the same issue as Lee! Thank goodness for Yelp! I contacted Whirlpool via phone and they scheduled my apt. It said not confirmed ever, then I read Lee's comment regarding booking online and everything was great! They gave me a timeframe of 10-1 on Tuesday, they called to confirm the day before through an automated service. He also called me when he was on his way for the service letting me know how far out he was and when to expect him. Overall everything was great! Our washer is back up and running! read more

Absolutely avoid. This company inspected my washing machine, told us they ordered the broken part and it'd arrive in 2-4 days, never followed up, and when I reached out to the washing machine manufacurer, they told us Diamond reported that we tampered with our machine thus voiding our warranty. read more

Unfortunately, it looks like we fell victim to the same experiences others have had with this subpar service company today. The repairman arrived on time and the company called 20 mins prior to his arrival. [[HIGHLIGHT]]Sadly, the repairman was clearly in a bad mood and barely responded to my husband's greeting as he welcomed him into our home.[[ENDHIGHLIGHT]] My husband led him to the refrigerator and he responded by saying the cost will be $190. To which my husband responded our refrigerator is still under warranty and he then said well based on the issue the price is actually $365 unless you can produce a receipt now. My husband then said we weren't aware that we needed that info but I'll ask my wife to help find the receipt. [[HIGHLIGHT]]The repairman then said, I don't have time to wait for you to find it and then began putting his bag on his shoulder. The man literally walked out of the front door without another word.[[ENDHIGHLIGHT]] [[HIGHLIGHT]]My husband immediately called the company to address the situation and was met with dismissive and rude remarks.[[ENDHIGHLIGHT]] Needless to say we will avoid them at all costs! Customer service is dead! Steer clear! read more

They come in and start changing parts and run the bill up and never repair the problem

This is the worst company to use for appliance repair. They do not know what they are doing. They did not know what they were doing & could not repair my Maytag washer. They came multiple times to repair my washer & stating each time a new part was needed and it would take a week for the part. read more

Tech, Chris, was great. Worked hard to diagnosis and resolve the problem. Great communication from the company and Chris arrived on time. read more

I had issues with my new refrigerator & called KitchenAid. They sent out Ricardo from Diamond Factory who could not have been more competent & helpful. He was very knowledgeable and anall my questions. read more

Avoid this company at all costs. I would give 0 stars if I could. This company has stated it is short staffed yet they decided to skip our appointment. They said they tried calling, but we never received a call back once we finally had a more exact time frame of our appointment. They needed a receipt and we mentioned we needed to find it, even though this appointment was through Whirlpool who has agreed to the warranty claim already. We were asked to find the receipt hours before the set appointment. Not sure why this third party company needs a receipt from us when we set up the fix through Whirlpool, they should have confirmed it with Whirlpool and confirmed that we had the receipt days before our appointment. On top of this, they disregarded our initial appointment request time that was setup with Whirlpool because they do what they want and in their words, "it doesn't matter what Whirlpool says the appointment is, they will send it what works best for them". A lot of consistent reviews with a lot of the same problems from this company. Avoid them at all cost, don't think that is much of a worry for much longer, they will be gone soon I think. The customer service is awful. read more