Complaints

This profile includes complaints for D3S Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  D3S Service

  PO Box 1310 Magnolia, TX 77353

• 

  D3S Service

  22955 State Highway 249 Ste 5 Tomball, TX 77375-8293

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On nov 10 2024 i contacted and filed a claim with lowes protection plan services for my dryer breaking by the 12th of nov they d3s come out and look at my dryer they stated the motor went out and that was it. Weeks went by with no contact from d3s as well as ***** i contacted ***** and they informed me d3s did not update on the situation and to give 2 business days if they have not heard from d3s then theyll resolve the case week goes by nothing i contact lowes they said d3s never contacted them and to give it another 2 business days and they would resolve it, i called d3s about this issue the woman tells me they do not have to update lowes on whats going on, i to speak to a supervisor and they hang out so i attempted a 3 way call with lowes, me, and d3s the woman at d3s refuses to talk to us and hangs up. I finally get an email from *** saying their coming out on the 26th of nov to repair the motor the man comes out and say actually your dryer is non repairable and leaves i talk to lowes and temind that d3s will not update them on the information of the dryer and again they tell me to wait 2 business days i contact them today and was told d3s hasnt informed and to wait another 2 business days.

  Business Response

  Date: 12/02/2024

  Thank you for reaching out and sharing your concerns. We take customer feedback seriously and appreciate the opportunity to address this matter.

  After reviewing your case, we found that on November 18th our technician came to your home to diagnose the dryer for the work order sent over from ********. Our technician diagnosed that the dryers motor had failed and will need replaced. While in the home the technician put in the order for the motor. One day later on November 19th **** **** called our office asking of the process of a refund on the appliance. We advised that we are a service provider to repair the dryer and are not authorized to offer a refund. **** will need to go through their warranty provider ********. **** was not satisfied and asked to speak with a supervisor. Our supervisor explained that we are just the repair service. If they would like to inquire about a refund they would need to contact Assurant. **** became hostile so our supervisor ended the call. Shortly after we received the cancellation notice from Assurant closing the service order. On November 22nd we received another work order from Assurant for **** ****** dryer. We agreed to continue the service and install the motor. Once the technician was in the home to replace the motor he realized that the frame mount on the dryer was broken ultimately leaving the appliance non repairable. The mount is not replaceable and new motor cannot be installed. The technician called Assurant and advised them of his findings and **** (Assurant) provided a case number 24001045668 to review for replacement. At this time we closed the work order on our end and left it to be reviewed by Assurant for their next steps. Once the unit became non repairable and Assurant provided a case number the ticket is no longer in our hands. It is up to the warranty provider ******** to make the final decision on how the case will be handled. D3S Service followed policy and serviced the work order as our contract states we will. 

  Thank you again for bringing this to our attention. We are committed to ensuring a positive experience for all our customers. If you have any further questions or concerns please feel free to contact us at **************.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a new Frigidaire refrigerator in March of 2024. We were having condensation issues in the fridge so we reported a warranty claim with the ***. They outsourced the service to D3S Service. The technician came to our house and said he needed to order an alignment kit to align the top French doors. When the kit came in he came back to the house and said he was unable to align the doors and needed to order a new top left door. When the new door came in he replaced the top left door and damaged the mullion (D3S replaced and took responsibility but there are still issues with the mullion and condensation is worse the originally reported), water plate cover (D3S replaced the cover and took responsibility) and dented the liner (D3S said this is not repairable and said they did not cause the damage). He also removed the bottom left door and he scratched the door (D3S replaced the door and took responsibility). The technician damaged 4 items in the fridge and 3 were repairable and 1 was not. The company took responsibility for 3, although the condensation issue with mullion is worse and never fixed, and said they did an internal review and they determined they did not cause the other damage. The damage was not there before the tech came out and it was there when he left. I reported the damage right away to the *** and to D3S. The *** said *** needs to claim this on their insurance but *** will not file the claim

  Business Response

  Date: 10/10/2024

  Thank you for your detailed feedback regarding your recent experience with our service. We take all customer concerns seriously and appreciate the opportunity to clarify our position.

  
  We want to reiterate that D3S Service LLC did not cause the damage to the liner of your refrigerator. We contacted the manufacturer twice during the repair process, once before and once after the technician's visit, using video support to confirm that the damage was not present at those times. Additionally, the liner damage is located behind a door that was not opened during our service.

  
  Regarding the scratches on the bottom left door, we acknowledge the oversight and want to confirm that we did replace that door at no cost to you. As for the condensation issue, we have made every effort to resolve this according to the manufacturer's guidelines. We understand the challenges youve experienced and are committed to working within the framework provided by the manufacturer.

  
  If you are still unsatisfied with the outcome, we encourage you to reach out to the manufacturer. They can send a new work order for further assistance, and we would be happy to collaborate with them to address your concerns.

  
  We appreciate your understanding and want to resolve this matter amicably. If there are further steps you would like us to consider, please let us know.

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Please send me the video footage of the two visits when my refrigerator was worked on. I asked the service manager for this footage and he said he did not have it. The first time was when he took off the top left and bottom left door. The second footage is when he replaced the top left door and damaged the multiple items on the fridge. Just to let you know he did work on the right side of the fridge. When he replaced the top left door he stated it was still out of alignment and worked on the right side as well. I am sure the technician did not communicate that to you.

   

  I understand that things happen and I am not looking to blame something on your business if this is not the case. I will review the footage and drop the complaint and apologize if this is the case. Please give me a call at ************ and we can talk through this.   
  
  Regards,
  
  
    *****

  
  

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ds3 services was contracted out by ** to fix my washing machine. It took a week to schedule the initial service where a tech came out to ***** the problem. I was told a part needed to be ordered and it would take 7-10 days. Over 2 weeks later I had attempted to contact ds3 with zero communication. I received a text at 8pm stating they would be there the next day between 12-5pm. I sat and waited the next day only to receive a call from the technician that he wasnt coming because they ordered the wrong part. Now nearly a month later the manager is refusing to call me back. I am told there is zero estimate on when the part will get here and the washing machine will be fixed This is a washing machine that is less than 4 months old! If they cant fix it they need to tell ** so that someone else can help me.

  Business Response

  Date: 08/26/2024

  Good afternoon,

  GE sent your work order on 7/12 for a requested date of service on 7/15. 

  7/15 Our technician came out and diagnosed that you had a leak near the water inlet valves a long with a few other issues. Our technician had to order parts. 

  On 7/24 you called into our office and one of our CSR's stated that the last part was expected 7/29 and we would get you taken care of the very next day 7/30. 

  7/30 our technician showed up and did a repair to find out you now also needed a new control board (this board could not be diagnosed the first time till the first problem was fixed). 

  We ordered the control board though GE on 7/30 with no eta. After a few days our parts department contacted ** as the part was still back order with no ETA. 

  Since 8/12 our parts department has been in constant talks with ** and they have gone though with a buyout for you. 

   

  Sorry we did not communicate everyday business to you. You have thought us a valuable ******* We will strive to be better in the future and communicate with customers regularly. 

  Customer Answer

  Date: 08/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  This account is inaccurate. The repairman came to my house one time on July 15th. He NEVER returned. There is absolutely nothing wrong with my control panel. 
  

  On the day he was supposed to return I waited several hours only to receive a phone call from him stating he ordered the wrong part and would not be coming. 
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 08/28/2024

  Everything we do is recorded via voice recording. We have gone back though the recorded and have documented everything as previously stated. 

  As the part is no longer available GE has actually put your unit up for exchange.

  Ge should of reached out to you to discuss your options. 

• Initial Complaint

  Date:07/05/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 12th, I contacted D3S Service to request a warranty-covered compressor repair for my ******* refrigerator. I promptly paid a deposit of $155.59. A few days later, I received a call confirming the labor/repair cost of $443.77, which I agreed to. After approximately two weeks, the parts arrived, and I had to initiate a call to schedule the repair, which was set for July 1st, 2024. On June 24th, I received another call confirming a reduced price of $250 for the repair and labor, which I also confirmed. However, on the day of the scheduled repair, the price was arbitrarily changed to $550. D3S Service claimed that I had confirmed this new price, citing a supposed second confirmation call on June 24th, which I categorically did not receive. My phone logs verify that no such call was made. D3S Service's fraudulent assertion that I confirmed the $550 price is unacceptable. I did not receive any confirmation call on June 24th regarding this price change, and my phone records substantiate this claim. Despite this evidence, D3S Service refused to honor the $250 price that I had initially confirmed. It is apparent that D3S Service, being one of only three *******-authorized repair providers in OKC, exploits its position. Numerous other customers have lodged similar complaints about their deceptive practices. Promises are made and then changed, with no receipts provided, and all communications are conducted over the phone, making it difficult to hold D3S Service accountable. Such predatory behavior towards customers is intolerable. Due to their fraudulent actions and lies about me confirming the new $550 price, the service I requested was not provided. Therefore, I am requesting a full refund of my deposit of $155.59. I urge the Better Business Bureau to investigate D3S Service for their unethical and illegal practices and to take appropriate action to prevent further exploitation of customers.

  Business Response

  Date: 07/22/2024

  To whom it may concern, 

  Customers called in on 6/6 to set up ********************** for next day which was on 6/7. 

  On 6/7 our technician went out to diagnose this customers ******* fridge and no one was home. Tech waited around and called with no answer, left a card on the door for a call back. Customer called back later and apologized as her father was in the back and could not hear the door. We got the customer back on schedule for 6/11. 

  6/11 our technician found the customer has a bad compressor with filter drier. Parts department gave the customer a call on 6/11 for a total price of $839.94. Customer informed parts departnment that ******* informed them that they would cover the part cost of the compressor. Parts department advised customer to get proof of this and email it to us. 

  6/12 Customer called back in with proof and we gave them the new estimate ($443.77) which at this time the customer approved this estimate. 

  6/24 we noticed that the quote did not include the labor to install the compressor, our mistake so we called back the customer (The customers call logs show we had a conversation with them on 6/24). The updated and accurate quote was $539.65.  The customer once again agreed.

  7/1 our tech went out to install the compressor and filter drier at which point the customer informed our tech that they were going to get a new unit and no longer wanted service. 

   

  The original diagnostics fee of $151.50 is a non refundable trip charge that we inform every customer every time before collection. 

   

  The price changes were all due to the fact that ******* did cover the cost of the compressor. We just forgot to apply the additional labor for the major job. Nothing was a "surprise" to the customer, their call logs even show we reached out multiple times on multiple days. Some of the times that the customer was called they did not highlight on their records. 

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  D3S Service claims that on 6/24, they called me twice and that I confirmed a new price of $539.65 in the second call. This is categorically false. On 6/24, I received a single phone call from the number **************, confirming that the new amount would be $250. I have pulled my phone records from my carrier, which show only one phone call from that number received on 6/24, with no other calls on that date. I confirmed the $250 price during this call, and this was the only price I confirmed. D3S Service's assertion that they gave me a second call on that day and that I confirmed the new $539.65 price is false. My call logs, which are attached, prove that there was no second call.

  D3S Service states that the price changes were due to the omission of labor costs in the original quote. This is misleading. The original quote of $443.77 included all parts and labor, as confirmed by their call on June 12th. The sudden increase to $550 on the day of the service was not communicated to me prior to the technician's arrival and is indicative of their fraudulent practices.

  D3S Service claims that my call logs do not reflect all their attempts to contact me. This is untrue. My call logs, which are verified by my carrier, accurately reflect all incoming and outgoing calls. There was no second call on June 24th, as they claim.

  It is important to note that my experience is not an isolated incident. There are several reviews on Yelp (************************************************************) from other customers who have faced similar issues with D3S Service. These reviews consistently report deceptive practices, unauthorized price changes, and poor customer **********************. This pattern of behavior further substantiates my claim and highlights the need for an investigation into their business practices.
  
  Given these points, it is evident that D3S Service has engaged in deceptive and unethical practices. They failed to honor the confirmed price of $250 and falsely claimed additional confirmations that did not occur. Their actions prevented the service from being completed as initially agreed.
  
  Due to these fraudulent actions, I am requesting a full refund of my deposit of $155.59. Attached are the detailed call logs from T-Mobile, which substantiate my claims.
  
  Regards,
  

  *****
  
   

  
  

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were referred to D3S Services by our ***************** for a warranty repair. *** sent a technician out to repair our wall Microwave / Oven combo unit on 11-27-23. They damaged our new cabinetry trying to repair our appliance that we just had installed this summer. They told us to get an estimate to fix the cabinetry and to send them the estimate. When we sent them the estimate, they told us that their technician would need 24 hours to decide whether he would pay out of pocket or claim it on his insurance. When I asked why they would not take care of it, they indicated that they hire third party contractors to do their repairs. When I emailed them today letting them know that it had now been 10 days with nothing resolved and that we needed direction by the next day from D3S or we would have to look at other avenues to get this resolved. The owner ***** Klineworth said that he would turn it over to their insurance and it would take the insurance company ***** days to contact us. When I asked him who his insurance company was so I could call and make a claim he said he did not know who his insurance company ******, since D3S Services came out to fix our appliance on 11-27-23, we still do not have a working appliance, we have $2,600 worth of damages done to our brand-new cabinetry and the owner did not even once apologized for our inconvenience and home being damaged.The owner was rude and seemed not to care whatsoever. He did mention that he has 7 other businesses he has to run which has nothing to do with the damages the contractor he hired to repair our appliance.All we wanted was our Microwave / Oven combo fixed and this is what we got in return from D3S Services.Question:1. Does an owner of a company in ***** have to disclose who they are insured with if they damage your property?2. What can the BBB do to help resolve this issue.3. How do we recoup the damage to our home of $2,600 Thank you,*** ***** ************ Cell

  Business Response

  Date: 12/19/2023

  On November 27, 2023, D3S Service repaired Mr. ******* oven, during which an accidental drop occurred, causing damages. On November 28, our operations manager presented two options to Mr. ****** obtaining ********* quotes or involving insurance. Opting for the former, Mr. ***** received an unfavorable quote on December 6.
  Upon discussing with the technician, we decided to pursue the insurance route. The claim was filed on December 7, and Mr. ***** was promptly informed via email.
  We want to reassure you that D3S Service, rated in the top 10 in the nation for every manufacturer we do business with, acted swiftly, initiating the insurance claim within 48 hours of receiving the repair quote.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a fridge through **** *** and the only warranty left on it was the part for the capacitor. (Not knowing if it’s the capacitor) They said for it to be covered I would have to use a company they referred. They gave me D3S services to call, the lady said I would have to pay 155.29 up front and that would go towards the repair. I paid February 15, 2023 The technician comes February 17,2023 he said it’s the capacitor and his company would call me for a price They called and said it would be 600.00 and I would need another part a dye dryer. I said I need a break down of labor and part and she said I can’t give you that. I did research and that was an outrageous price and **** *** was covering the capacitor. I called another appliance company and they came out February 24,2023 He said my capacitor was fine and it is my fan. He came out today 2/28/23 and fixed it. So I called D3S and asked for a refund and told them they are ripping people off, I would have spent over 900.00 and it would have been the wrong part. I did call my bank and waiting to hear back if they will credit my account. I just don’t want anyone else having to go through this. I did look up the company and the reviews are not good.

  Business Response

  Date: 03/16/2023

  The only part covered by your warranty is the compressor. The estimate given was $553.76 which included the Fan motor,Compressor and Drier. When the fan motor goes out it cooks the oil in the compressor and shortens the life of it. Therefore, it is necessary to replace both the fan motor and compressor along with the drier to ensure the proper functioning of the  unit. As stated earlier, only the compressor is covered under warranty, and the cost of replacing the other components will have to be borne by the customer. The estimate of $553.76 seems reasonable considering the replacement of multiple parts.

  Customer Answer

  Date: 03/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I understand what is covered but my complaint is that was not the part that needed to be fixed. It was the fan. So I would have paid for the repair of the compressor and my refrigerator still would have not been working. 
  The point is they are ripping people off and getting away with it. 

• Initial Complaint

  Date:09/16/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been giving me the run around since august 26th .. when we were originally scheduled to have our washing machine repaired ,, they no call no showed, kept rescheduling me numerous times , without notice only once did they call to try to inform me of the reschedule but I couldn’t answer and when I tried to call back they didn’t answer!.. they have said they tried to call me numerous times to reschedule and left voicemails which I did not receive even though we’ve confirmed they only have 1 number on file for me … I understand that staffing shortages are real but the lack of communication is insane .. and once again after confirming an appt they said they lost the part and had to reorder I asked how long it takes to get a part in I was told 3-4 days .. so if it takes 3-4 days why am I still without a repaired washing machine !!! Very frustrating …. They are costing us nothing but time and money at this point .