I am extremely disappointed with the service I receives from Paradise Appliances regarding my Whirlpool side-by- side refrigerator purchased through Costco. The refrigerator has had condensation forming between the doors since delivery, and after multiple service visits, the issues are not resolved. During the first visit, the technician, told me the issue was due to the outlet not being updated. I updated the outlet. During the next visit, technician Gilbert blamed the problem on how I was loading the refrigerator and implied I did not know how to properly close the refrigerators doors. He also told me I needed to leave extra empty space inside the refrigerator so it could “breathe,” which is not an acceptable explanation for a new appliance. The refrigerator doors were visibly uneven, and only after the third visit were the doors adjusted. However, even after the adjustment, the refrigerator continues to develop condensation and now items in the refrigerator section are freezing in the back. The service experience itself was also frustrating. The technician arrived after the appointment window, appeared rushed, did not provide documentation and left my front security door ajar, Most concerning is that after multiple visits, the appliance is still not functioning properly. I expected professional diagnosis and repair service, not repeated attempts to blame the customer for an obvious appliance issue. Unfortunately, I cannot recommend Paradise Appliances based on my experience. They are coming today, 5/15, hopefully they will be able to do the proper repairs.

Technician - Gilbert I had a vey disappointing experience with the technician, Gilbert, who came out to service my Whirlpool side-by-side refrigerator purchased through Costco. The refrigerator has had ongoing condensation forming between the freezer and refrigerator doors since delivery. The doors are visibly uneven, yet instead of properly evaluating the issue, Gilbert repeatedly implied that the problem was caused by me not knowing how to close the freezer door correctly or by having “ too much food” inside the refrigerator. He also stated that I needed to leave extra space inside the refrigerator so it could “breathe,“ which is not an acceptable explanation for a new appliance that should function properly under normal use. The appointment window was 2:00-5:00PM. Gilbert called at 4:44pm and did not until 5:07PM. Once there, he appeared rushed and dismissive. He mentioned the thermostat “could” be the issue but did not perform any meaningful repair or provide a clear diagnosis. What concerned me most was being told that if they returned again, I would be charged for service because “that’s how Paradise Appliances works,” despite the refrigerator still being under warranty through Costco. That information directly contradicted what I had previously been told by Costco. When leaving, Gilbert rushed out of my home without providing paperwork or asking for a signature and left my security door open behind him. Overall, the experience felt dismissive, unprofessional and unresolved. I expected a technician to properly assess the appliance issue, not blame the customer for normal refrigerator use.

The Technician that came is very polite and did what he had to do to fix the problem I was having with the ice maker. So far the ice is now dispensing and I’m very happy.

Gilbert was professional, thorough, and very helpful.

Letter I sent to Whirlpool on 24 April 2026 Whirlpool Customer Service
 PO Box #8
 St. Joseph, MI 49085 Dear Whirlpool: We bought one of your refrigerators last December. <image of refrigerator model and serial number> Not long after we bought it, my wife complained that the freezer was not functioning properly. The ice cream gets mushy, it melts and refreezes, ice cubes in the ice bucket melt and then refreeze as a solid mass, etc. Finally, in April, I bought a freezer thermometer and started monitoring the freezer temperature. I took the temperature at various times each day. Here is what I found: the average temperature is about 13-14 degrees, but almost never reaches 0, which is where a freezer should run. I’m guessing the one measurement at 30 degrees was in a defrost cycle, which is no doubt why our ice cubes and ice cream are melting. <freezer temperature chart> I called you, and you sent a service technician. He came today, and looked at the refrigerator. He dismissed my readings as meaningless and unreliable saying my freezer thermometer could not be trusted. Interestingly, his fancy digital thermometer gave the same temperature as my old style thermometer. He said there was nothing he can do, everything is normal. I guess he thinks I am an idiot. I have a second refrigerator in the garage, and that freezer does indeed keep stuff frozen - I’ve never seen it higher than 10 degrees. I am VERY disappointed with our new refrigerator. It replaced our old nearly identical Whirlpool that had worked well and lasted for many years. If I can convince my wife, we will buy another refrigerator, and it will definitely NOT be a Whirlpool. George Rock