Platinum Factory Service

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CLOSED NOW - Opens at 8:30am

On August 4th, Platinum Factory Service sent a tech out to service our Kitchen Aid electric range that was still under extended warranty with Lowes.

The "burner on" light had quit working, and it was important to me since I have very bad balance and an iffy memory because of my advanced MS. The tech was very nice, found two parts that needed to be ordered, and left without leaving any paperwork. He also warned that parts were on backorder for virtually everything and to give it 3-4 weeks before calling.

Real life intervened, and I was unable to find time to call until 6 weeks later. When I called, I found out they had closed the ticket and transferred the problem back to Lowe's. On 9/29 I contacted Lowe's to find out where they were on my range, and got an email from them overnight that said Platinum had marked the service ticket as complete and closed the job.

When I spoke with Lowe's this morning (9/30) and we drilled down on the service call with Platinum, the CSR said the original service call listed the need for parts to be ordered to fix the range's problems. Then nothing. No updates at all. She attempted to contact them in order to follow up on the problem, but got an automated answering service that they were closed even though the call was made during their open hours.

So now I have to wait for another company to come diagnose the range's problems and go back through the wait time, etc.

I don't know what this company's problem is, but I recommended to Lowe's that they reassess their use of them as an extended warranty provider. I'm definitely not interested in having them back in my house again. I also mentioned there are a whole lot of complaints about them online and that I'll be adding my complaint to the list. They've wasted my time, put my extended warranty at risk, and they've left me with a range that has a dangerous problem for me (I'm disabled and rely on the cooktop's on burner light to remind me the cooktop is on.

I've only had to have service once so far, but my service technician, Ed, was very professional and explanatory while he worked on my Maytag washer. The service call didn't take parts or very much time to complete to my satisfaction. I actually learned more about my appliance and was very happy with the service provided.

I have had a similar poor experience to others who have written a review. First, they charge me $99 to come out and tell me I need a new pressure sensor and drain hose, which from the error code and description they could have diagnosed on the phone. Then I'm told it will be another $300 to repair the part. So I go ahead and call to schedule and am told I can pay for the parts now and labor once the repair was complete (which seemed fair to me). However, after talking to the manufacterer, Whirlpool agree to pay for the parts (thanks Whirlpool! at least they are helpful!). Then I get a call back from Platinum saying I need to pay labor up front now because they have problems with people not paying labor costs? I told them that wasn't fair but I was willing to pay a portion or deposit on labor and finish paying once it was fixed. Essentially, Penny from billing was rude, refused to let me talk to someone else at her company (until after asking THREE times she said she'd ask a team manager to call me back), and said she was fine if I made the "personal choice" not to repair the washer. I've read reviews about them rescheduling people or having parts on back order, so the policy to make me pay the full labor cost when I have no scheduled date and no guarantee of when the service will be provided seems unfair. So my recommendation to anyone out there with a Whirlpool appliance is to find a different repair service. I'm working with Whirlpool to find a solution and may end up needing to go with a different repair service. I don't appreciate being talked down to by their billing department at Platinum, so now I am having a hard time thinking about giving $300 in labor costs to a company who treats its customers so poorly.

We needed to replace heating element for our 6 years old whirlpool oven. The technician (Steve) was good but company charged us for service call (which appears to be not refundable) $ 99.99, total almost $300.
Later we found out that the same thing everywhere else cost around $135-150.
So we are very disappointed and would not recommend this company to anybody..

First of all let me say that there service reps.are nice guys . I had a problem with my 3 year old Whirlpool refrigerator over Christmas. I couldn't get a appointment untill 4 days later. The service man showed and diagnosed the problem as needing a new computer board. He said that for him to order the part, I had to pay$ 275.49 up front which covered service call, parts, and labor.I gave him my credit card and he ordered the part . he than scheduled the installation for 6 days later. After he left, I called Whirlpool and they agreed to cover the cost of the part only, they then called and emailed Platinum and gave them and myself the authorization number for the covered part. The next business day i called platinum and spoke with Penny their billing mgr. and asked for a refund for the part that I and Whirlpool both paid . I was told that due to co. policy, they do not issue refunds and I should try and get one from Whirlpool ?? Of course after contacting Whirlpool again, they said they will pay Platinum for the part not me. I've tried to contact Penny and left messages for her to return my calls the last two days, and she will not call me back. All they would have to do is refund my credit card for the cost of the part. The way I see it the are getting paid twice for the part. From Whirlpool and myself. This is a horrible way to do business if you want repeat customers. I would be very carefull about giving this co. money up front and I would call someone else. P. S. The new board was installed yesterday, and after the service rep left, we noticed water running across the floor. I was first thinking that maybe some water spilled from the drain pan underneath, but after a couple hours, I pulled the refrigerator out from the wall and discovered the water line that feeds the ice maker was leaking. After tighting it up, it appears to,have stooped leaking.

Very disappointed in the service! We have now been rescheduled for our repair for the third time! First the parts were lost, the second time, the wrong part was on the truck for the technician, and the third time, the part did not arrived on Saturday (for a Monday install) as promised. The technician, Ian was courteous and knowledgeable, but the apparent support he gets from the office is lacking. We have had to make 3 unexpected trips to the laundry mat. We emailed the company with our concerns, but did not get a response prior to writing this review 3 days later.

I was very please with the service that was provided. The serviceman arrived when expected, was knowledgeable and was patient with my questions addressing each of my issues. Since my range is still under warranty and never having used Platinium Factory Service, I didn't know what to expect, but from the first contact by phone and then by e-mail, I was so impressed by there kindness and efficiency.

I had an issue with my less than 2 month old washer. I called and they scheduled a repair visit for the next day. Repairman called prior to getting to my house, very prompt and courteous. He diagnosed the problem, explained it to me and proceeded to fix it. I will have no problem recommending this company. Great job!!!

It took a week to schedule service. My husband took off that day to wait for repair. I received a call the morning of appt only to be told that repair man had an emergency and would be off for a week a they would reschedule for a week later. While I totally understand an unexpected emergency, I called and asked them to send a replacement repair man as it was unacceptable to wait another week especially when my husband had taken a vacation day to wait for repair man. I was told by Ann that they had no replacement repair man and that I would have to wait a week. I asked for her supervisor and left a message for Penny to return my call. She did not return my call. I also asked Ann to call whirlpool to schedule a replacement company , because they could not fulfill their obligations to me. Ann responded that she would not do this and this was my responsibility. I will be following this with a BBB complaint against this company