D3S SERVICE — Local services in Tomball

How terrible is this company, let me count the ways. This company only survives off of warranty work that is given to them by big companies to save themselves money. If they were a stand alone legit repair company they wouldn't exist. Our GE washing machine went out on November 17th (a Sunday). I called GE the next day to file under warranty due to the machine being 6 months old. I was given D3S Services as the company that was given the case. I went online to schedule an appointment, awesome. Found an appointment the next day, even awesomer. That is the end of the awesomeness. Upon calling to confirm the appointment time I was told the online appointment scheduler is just to get you in the system but there is nothing accurate about the scheduling on their website. They gave me a week out date of when they can first come to our house because they only service "our area" Mondays and Wednesdays. We wait the week and get diagnosed, rather nonconfidently, that it is probably the inverter board and a jet pump. Ordering the parts would take 7 - 10 business days. Excellent, this is the week of Thanksgiving so have already prepared myself for 2 weeks, because unlike this company I am reasonable. I wait and wait with no update, so I call them a week later, just to check in hopes of 7 days, and was told they had no information at all about shipment of parts. I wait a couple more days and they told me it should be in that Friday (yippee!), so I schedule the repair as soon as possible (which if you are following along would be Monday). This boys and girls is where you need to pay particular attention, because this is where the wobbly wheels start to fly off. Being a teacher, subs are not easy to find, so I ask about either a later appointment so I can make it home or the need for someone to be there. I was given a 12 - 5 appointment time that Monday (3 weeks after calling initially) and was told NO ONE had to be home, but access to the machine just has to be achieved. I double checked what I heard and she agreed that NO ONE has to be home. She further added evidence that the repairman has been with the company for 15 years and is very trustworthy. Excellent, a fixed washing machine and not having to take time off work. Enter Monday. After the previous Wednesday of setting up the appointment I never heard back to confirm parts came in or appointment, so I call Monday (12/9). I was told the parts did come in and was asked to verify the appointment and that I would not be there as noted on the appointment. With glee I agreed to all the above and was day dreaming about laundry after hanging up the phone. Fast forward a few hours later and I get a call from the repair man. He tells me he is on the way and asks if anyone will be home. I tell him no, I am at work, but I can open our garage door and allow him to get into the house and access the machine that way. He follows my answer up with, well will you be at home during the repair. I repeat my previous answer, only for him to say that he cannot fix without me there because I would have to move the washing machine for him. Confused and taken back I ask for clarification and repeat what the person on the phone told me about no one needing to be home. He tells me he injured himself weeks ago, and isn't medically cleared to return to work yet and is unable to move the machine so he needs someone there to move the heavy washing machine for him. I apologize for his injury but explain that I was at work and asked about the need to be off for the repair and was told no. He asked if the "girls in the office" said that, which I told him whoever I spoke with and triple checked on the phone with for the appointment. He then asked about recheduling, which having that told him that wasn't acceptable and I would be home by 4 (still within the window of 12 - 5). He said OK and said he would have to call the office. Never heard back, never showed up. I called this morning and was told the 23rd was the soonest they could come...

Everything about this was a disaster. We had a Samsung dishwasher that was bought through Lowes. We purchased the extended warranty, and when it broke...we were given D3S Service as the repair company.

The first appointment... the guy was a no show. After waiting the entire morning time block, I called that afternoon to see where they were at...and he said the tech was out sick. Not one person called my husband or I to tell us this. The tech said they did, but we received no call and no message...otherwise why would we have waited all morning on him?

The second appointment... the guy comes out...states that the motor is fried. So he send in the part to be ordered.

The third appointment... the guy comes out and replaces the motor. Doesn't fix the issue. (We told him there is a leak..we could hear it sparking... and this is a common issue with the dishwasher per the reviews we read.) So he messes with it and tells us that the leak sensor is bad...and they almost never go bad.

The fourth appointment... the guy comes out and puts on the new leak sensor. Doesn't fix the problem. He then takes the leak sensor OFF and proceeds to allow it to dump about 2 gallons of water on our kitchen floor. Then he messes around with it and states that this pump was loose and that was the problem. He states that he tightens it and that we "should be good to go and doesn't see us having any other issues". He runs a test cycle on the dishwasher but let it run only a couple of minutes before stopping it. So he leaves, and my husband tries to run a full cycle. He does this for over an hour and the dishwasher never kicks on. It acts like it's on, but it doesn't engage the jets or do anything to clean the dishes. But we should be good to go right?

So I call the office of D3S... to tell them this. The same day! The tech then tells the receptionist (who was very nice, btw)... that he ordered a motherboard. I asked her if he knew this BEFORE leaving our house or if he is ordering it as a result of me calling stating that it's not working...and she said that he ordered it cause we needed it and he knew that before leaving our house. Then why would he tell us that we are good to go?? That made no sense and I felt like he was lying and just trying to cover himself.

So I asked if we could have a different tech or have a supervisor or something come out with him next time, cause at this point we are basically done! But luckily, the warranty company denied their request and just sent us a full on refund for the dishwasher so we could go get a new one!

This was just a horrible experience with this company. But I am writing this so, for the people in the future... we were told by Lowes that you can call and request a different company if you end up getting schedule with this one! So if they tell you that they are going to be sending D3S out...I would just save yourself the problems and go ahead and request a different company! I feel like if it is warranty related.... you will not have a good experience with them.

Oh...and the guy was totally careless with the dishwasher. He tore the insulation padding all up which was very irritating. Like, top, side... it was all tore up. I just don't think he...

I only used this company because it was contracted by Lowes for warranty.

AVOID THIS COMPANY IF YOU VALUE YOUR TIME!

My first appointment went fairly well. I was given a 4 four window for repair, but the appointment wasn't confirmed until about two hours into my window which now has become 5 hours and shifted by an hour. The tech showed and was terrific, ordering parts for the repair. This is when things went south.

The parts show up on my door, but D3S never called to schedule. When I reached out, the first employee would not schedule because I had left the parts at home and was unable to verify they were the correct parts. I called again the next day with parts in hand, but this employee didn't care to verify and scheduled an appointment (5 hour window) for two days later (Friday). I again never received a confirmation call the day before. Appointment day comes and about two hours in I start calling around to find out what is happening. First call was at lunch time and no one is answering phones. I call again after lunch, but after waiting on hold for someone to answer, the computer system forces me to leave a call back number and hangs up. I eventually get called back, but this is just a system message to confirm my appointment for the next business day. WHAT?!?

I select the option to talk to an employee. That employee confirms that I was never scheduled for Friday. Now I will say that this employee was sympathetic and showed real concern. She scheduled me for the next Friday morning but that she would call later in the week and tighten up my appointment window. With no confirmation call, I reach out to D3S. The employee confirms my appointment from 12-6. Again, WHAT?!? When I ask why it was shifted, she rambled about the tech being busy, yada, yada and that I was being pushed later. As I write this, I am waiting for a supervisor to call and explain to me how this is happening, but I am not holding my breath.

STAY AWAY FROM D3S!!!!

UPDATE 12/22/20 D3S has done it again. A day after "repairing" my dishwasher, the machine will not turn on. I called Lowes to schedule repair and had an appointment for 12/22. I called on 12/21 (I've learned my lesson) and low and behold, they had rescheduled it for 12/23 and that the Lowes appointment was merely "tentative". After asking around, they informed me that the rescheduling was made 2-3 days before. I would have never known without reaching out.

So, on I call again the day before to ensure I am scheduled (you can never be too sure with this company) and was pleasantly surprised that in fact my appointment has not changed. Hooray!! The employee confirmed my appointment. Less than 1 hour later they called to tell me that my appointment has been cancelled at that I would have to call Lowes to reschedule. WHAT!?! They refused to tell me anything other than it had been cancelled. Not who! Not when! Not why!

AGAIN, STAY AWAY FROM...