Diamond Appliance Service

We were refereed to Diamond Appliance by the manufacture. We scheduled our appointment on line, which cost $ 90.00. They determined that the entire sealed system needed replacing ($ 1050.00) and they would need to order parts. Just a side note. .. the freezer was 3 days out of warranty. The freezer was in the home when we purchased it (new construction). The manufacture told us that they didn’t go by the closing date, but the build date. Which doesn’t make much sense when you consider these appliances can sit in a warehouse for months/​years before they end up in someones home. Approximately one week later Diamond Appliance came out to do the repair. During the repair the technician damaged our floor, with what they called a solder pop burn. The repair lasted three days and the freezer stopped working and all of the contents were ruined. They scheduled a technician to come out again (third visit) and he determined that there was a blockage during install which damaged the compressor and possibly the other components of the sealed system. They contacted us the following day to let us know they will be ordering the parts again. Approximately a week later (forth visit) they return to replace the sealed system. Because of our frustration and dissatisfaction of our experience so far with Diamond Appliance I requested to speak with a manager. After speaking with the Operations manager he apologized and insured me that he would take lead on this moving forward. He contacts me a couple of days after the second repair and tells me he has good news and that my freezer was in fact under warranty until December 2014 and someone had made a mistake and they refunded our money. A few days later I contacted the Operations Manger to discuss the repair to our hardwood floor and he became very upset with me because I was unappreciative of the news of our warranty. I wasn’t sure why seeing if it was in fact still under warranty they should have known that from the beginning and I would not have needed to pay them the $ 1050.00 in the first place.
Last night my wife goes for an ice cream and its melted, freezer not working. I contact Diamond Appliance this morning to inform them of the problem, I’m put on hold for a few minutes when the customer service rep comes back to the phone and tells me that management told her they will no longer be servicing our freezer.
This has been by far the worst experience we have ever had with any service provider.

I have a kitchen aid dual oven range I purchased from grants 1 ½ years ago. They referred me to diamond for
convection lower oven was taking forever to reach desired temperature. I called set up an appointment, informed tech couldn’t come out for a week. Gave call taker make model and info on the problem so they would have an idea of what parts might need to be replaced. Tech comes out. Pleasant enough tech. I explained problem, tech pulls out stove, removes back set oven temp. Tells me everything was fine, but ignition switch was a little slow igniting burner, stares he tighten loose screw, should be fine. Tells me us its the ignition switch was bad it would cost 190.00 over the 90. Call fee. Tells me to set temp to 425 about 1 hour after he leaves to make sure. I do what he said, 1 hour later I starr oven. Again the oven woll not heat up. I immediately called office, explain above scenario. Have to make another appointment. Wait 2 days, another tech comes out and states the last tech is ‘really good don’t v know what he could have missed. This tech never removes back of stove but takes apart burner assembly in oven and immediately finds the igniter wire insulation gas deteriorated. States I need a new igniter. Ok, no problem. Tech goes out to truck comes back, no igniter states other tech took part from truck and now I have to wait another week for another tech with part to come back. Although the techs and call taker were polite, I would not recommend or use this company again. i am also looking at trying to get some one else out before the scheduled 3^rd visit, even though I’ll be out the initial 90.00 original just to show up fee. Actually if I can get the igniter I could probably replace it myself after watching tech remove 4 screws. But I will probably just try and find someone else to replace the igniter. Again, I would Not recommend diamond repair. UPDATE!!! It’s now 2 ½ weeks later, sept. 25. Tech arrives on time, takes stove apart to replace igniter, has wrong part, asks me if I want him to try and ‘Jerry rig’ the igniter he brought. I say no thanks, so he reschedule another appointment for Oct. 1, TO BE CONTINUED!!! Stove finally repaired 4 weeks from my 1^st appointment. This company is the worst. I would highly recommend calling sears or any one else. I also notified kitchen aid about the horrible service from this company.

Twice I’ve called for appliance repair and both times I went into the voicemail of some rude lady named Claudia — who proceeded to tell me they charge around 100 bucks just to come out then almost 40 per every 15 mins. they were here. I could buy a new Dacor oven for that. So I can’t say how good they are b/​c I couldn’t get past the initial shock of the rude lady and the high fees. I found someone who charges ½ as much — fingers crossed.

Yeah, another week… for the parts to come… yeah, he’ll be there on Wednesday… no-​show, no-​call, showed up Thursday… they charge $ 120 AN HOUR… they don’t itemize their bill, and the uh… person, who runs the show at the office, and making appointments, or as it turns out, NOT making appointments… first told me that she couldn’t tell me how much they charge because she didn’t know how long our repair would take. When I told her, «I know that… I just want to know how much you charge.», she got pretty nasty and told me «$ 30 a half hour»…$ 60 an hour seemed reasonable to me… well, it went from $ 60 hour an to $ 120 AN HOUR!!! When I called her… no answer, no call back… called again, no answer…“I was out of the office yesterday.”…which is tough because they open at 9:00 am and close at 3:00 and I imagine no one answers during lunch because… well…it’s lunch. This, uh… person…told me that it was my fault because I misunderstood her about the fee that they charge… she also told me that I misunderstood her about the appointment… make that missed appointment. She also told me that she has worked there for 10 years and doesn’t get misunderstood, ever. That was after I told her that I haven’t had that degree of misunderstanding in I don’t know when. All in all… DO NOT WASTE YOUR TIME OR MONEY… IF YOU WANT TO WASTE YOUR TIME AND MONEY… YOU CAN FIND SOME PLACE ELSE TO DO IT CHEAPER!!!

Diamond has been out twice to repair our Jenn-​Air range. I made the first scheduled repair (Oct 2011) over the phone. The repairman came out and fixed the issue in about 15minutes. Our second repair (Dec 2011) I made via their website. I did this because it was Sunday and I wanted to get my name in ASAP since it took over a week to get someone out the first time. Four days later the tech guy came out and diagnosed the issue in about 5 minutes once I explained the problem. He then said that had he known the issue and our model number prior to arriving he would have had the part with him. Apparently the website asks for all this information but does not store it or send it to the tech on the work order. Due to this poor online feature, we will be without our oven for 1 more week (assuming the part comes in and is repaired on time). I would expect a company charging $ 100+ for each visit before parts are included to be a little more organized and give the provided details to their repair guys to save them repeated trips to job sites and to save their customers time and frustration.
Both technicians, however, were very professional, friendly and knowledgeable of our appliance.

I had an on-​going issue with my Kitchenaid oven. I was unaware of who to call considering the oven was no longer under warranty and I was directed to Diamond. I was very happy with my service. It did take 4 seperate visits to actually diagnose and fix the problem, (that could only be scheduled once a week which put my oven out of working for a month), but I understand that this is why scheduing is done for a reason. I am grateful for their patience and persistance. The oven is now working wonderfully… fingers crossed.

Repairman Phil Matthews has come here twice now to fix issues we’ve had with appliances that were under warranty. He’s done a great job fixing the problems and also showed us new features of the appliances that we had no idea even existed. He’s funny and friendly and our new go-​to man for appliance repair.

Extremely rude service over the phone.
$ 119 for a service call for the first 15 minutes?
Quoted more for repairs than the stove was worth.
Repairman was professional and on time.
Definitely shop elsewhere.

My only contact with Diamond was repairman Herman, who came right on time, did what he said he’d do, and followed up on a second repair in a timely manner. I’m impressed and grateful for their expertise and support.

I was referred to Diamond by Jenn Air for warranty work on a range.
They’re the most unprofessional organization I’ve ever come across.
I had them come out on two separate occasions, the first time I hoped their poor service was a fluke… The second time I had kind of forgotten how bad they were, but then I was refreshed.
It took a full month to get the appliance working both times.
Both times it was the digital controller that controls the keypad, a part which they had to order (but that took maybe a week).
Both times I called, they couldn’t come out to see the appliance until a week from the time I called. I told them at the time of call what was wrong, and the second time the same symptoms happened I asked if they could order the part they had previously replaced. She said no.
So when they finally come… of course it’s the part I say it is.
They say it’ll be a week. Both times the part came in about a week later, as expected. However, they waited 3 full days (both times!) to call me to schedule an appointment.
So for a fairly basic parts replacement, it took about a full month both times.
Their telephone demeanor is rude and condescending.
These people are terrible to deal with. I would not recommend them.