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Online Reviews of SubZero:

11/8/2012
this company can fix your appliances but at the cost of an arm and a leg. there is a hefty fee for the initial service call to supposed diagnose the issue. all it consisted of was me explaining to him what the symptom was again face to face and he didn't even bother opening up the appliance to take a look. he just went ahead and recommended changing out some parts. after he changed out the parts, he then pointed out that one of the control needed to be adjusted. I put 2 and 2 together and came to the conclusion that was likely the problem in the first place...wish he had opened up the appliance and noticed that first. that could have saved me $$$! but what can i say after the work has been done already? And the work only took about 20min. yes, the problem has been solved but anyone can fix an engine problem in a car if he just replaces the entire engine right? if your appliance is still under parts and labor warranty, then use them. if you have to pay out of your own pocket, i'd look around some more.

3/16/2010
First to Review
I'll cut to the chase right here: They charged me $490 labor for a job that took 75 minutes. Total job cost was $901. Highway robbery!

About two months ago, Subzero canceled all its contracts with Bay Area appliance companies and awarded them to a San Diego company called Box Appliance, which recently opened a branch in Hayward. Box Appliance is now the ONLY authorized Subzero repair shop.

The repairman was courteous and efficient (the only reason for my second star). The company's prices, though, were *OUTRAGEOUS*. If you give these guys a call, beware: you will be charged $98 just for showing up, and the labor rate I was charged was $400 PER HOUR.

Apparently, they are aware of the fact that they have a monopoly.

9/24/2012
spent nearly $800 today and they failed to check my warranty so i was over charged by a big %.
they still insisted on being paid on the spot the full amount and said they would send me a check for the error-- 14 days from now!!!

in other words i get screwed. the customer pays immediately and we pay whenever we can. losers!!

6/11/2010
Holey crap, the other reviewer was 100% right!! My Sub Zero fridge was having issues, it was $98 to just show up, then $400 labor, and it only took one hour!!! They said it was $400 for the job, so I figured it would take at least 3 hours or so, but it was only ONE HOUR!!! And it cost me $498!!! PLUS "materials" for $35 and a dump fee for the freon of $25 (the only reasonable part of the charge), and tax on something (???). AND, the fridge was still under a parts warranty, so the parts were free!
DON'T USE THEM!!! Find a local appliance guy, these guys charge $500 per hour!!!

7/10/2010
This place is a huge rip-off, however since they have the exclusive Sub Zero contract, they feel that they can get away with it because Sub Zero owners have NO other choice anywhere in this area.

First of all, they charge you $98 just to come to your home and ring your doorbell. This fee is not put toward your repair costs. I can see charging $98 if they have to come out and you choose not to have the repair, but charging $98 just to show up is UPSURD!!

Seriously, $98 just for the honor of having them come to your home.

Their prices for repairs are outrageous. They charge set fees for specific repairs as put forth by their "code book." They can get away with these super inflated charges, because they are reimbursed by Sub Zero. However, if you are no longer under Sub Zero warranty, you still have to pay the inflated prices.

It is like at the auto body shop, there is usually one price if insurance is covering the repair, but if you are paying out of pocket, there is the more reasonable price.

Box charges everyone regardless of warranty, the super inflated prices.

Shame on Sub Zero for only contracting with this company and giving your customers no other choice.

We own several Sub Zero appliances, but when we move up to the city, we will never buy Sub Zero again. There are plenty other good brands out there.

6/6/2013
My service person showed up at 2.20 PM for an appointment that was supposed to be between 11 am and 2 PM and couldn't understand why I wasn't happy about that (I had told them very clearly that I needed to leave at 2 PM). Stating that the day was late (again: 2:20 PM) and I was his last visit, he kept finding excuses not to fix my broken Subzero. Finally he just said that the machine wasn't worth fixing and I should just get a new one. (New subzeros are $11,000.00.) When I asked why he thought that, he would not give an answer other than pointing to rust. When I asked him what model and size I should ask for when I buy a new one, he actually gave me the WRONG INFO. I should have let him run off with the info like he originally was doing before I chased him down. I don't think the experience could have been any worse. Will will hopefully use a different company to service our new subzero. I'd love recommendations for that, if anyone has any.

11/3/2011
What a rip-off!

My Subzero fridge stopped working properly. I called our usual repair guy who said a major piece had stopped working and it would cost $700 to fix. Ouch!

I called Subzero to check on our warranty and it turns out our fridge was sill under warranty. They gave me the number for Box Appliances. They first said this kind of work costs $498 to $898. Then they asks to know who I had gotten a quote from. When I told them the fridge was still under warranty and Subzero had told us we would only have to pay for labor, they told us the $498 to $898 was for labor only.

This is making me rethink the benefit of buying top brands like Subzero if their approved network of repair companies are so eager to rip you off.

I now read the other Yelp reviews and I see I am not the only one with a bad experience.

I plan on sending a letter to Subzero to complain about this. They are certainly losing a customer.

5/9/2014
Box was recommended to us by our Appliance Supplier to repair the Sub Zero. You can get the job done at lot lower cost and far better and honest service. They overcharged me by $200 (on top of their VERY Expensive rates) and then never responded to correct the charges. Please avoid and save yourself the hassle and $$.

We have a SubZero refrigerator and also a SubZero wine storage unit. Although we're not wealthy people, we always wanted to own expensive appliances just once. Our units are about 4 years old now. Recently my wife and daughter both thought the fridge was making a louder noise than usual. I called Box Appliance, who had done regular service for us before. Their technician arrived on time for our appointment and as far as I could tell he did a good job. What hurt was the bill. For about an hour's work we paid $348.69 in labor alone. He replaced a fan which cost $152.06 accounting for the rest of the bill. I discussed this with a pleasant young lady at Box who explained to me that they charge fixed amounts for certain jobs, no matter how long they take. It so happens I work at a place where HVAC professionals also work, and after telling them all this, they could only shake their heads and tell me - "They saw you coming, Dave." So if you are someone who doesn't have to worry about what things cost, then I would say Box Appliance is fine for you. However if you live on a budget, I'm certain you can get just as good a job for far less money.

1/31/2013
People were nice, the repair seems to have been completed successfully, but it comes down to this, $281 in labor costs for 45 minutes of their time. I'm going to contact Wolf (for all the good it'll do me), but I would seriously look into finding other alternatives if you can.

12/11/2012
I was referred to Box Appliance through Sub Zero (subzero-wolf.com) to replace an ice maker in my 24 year old Sub Zero. Apparently, they were the "authorized" service company in my area.

The problem was that they pretty much would not give me a quote over the phone to replace the ice maker only. They had to send a technician over to run a diagnostic test for a minimum $98. service call. That meant that they could find many other things wrong and at some uncertain cost. After much prodding, I insisted in just getting a quote (over the phone) to replace the ice maker. They called back and said it would cost over $600 for parts and labor. I certainly would not have wanted to pay someone $98 to just come over and tell me that!

When I started looking over the YELP reviews for Box Appliance, I was pretty certain that I could find another appliance repair company to do this for less. The negative remarks are pretty revealing as they all say the same thing. (And yes, I found someone else and was very pleased.)

So....I DID NOT use Box Appliance and glad that I didn't. They may be very competent....but just too expensive.

How these clowns got to be the representatives of the high-end appliances such as ASKO, Subzero or Wolf is a complete mystery. If those companies knew how they are being represented they would pull the service contracts immediately. See the bad reviews on YELP...our experience is IDENTICAL.

Our ASKO washing machine broke about 6-7 weeks ago. We were directed to call Box for repairs since it is still under warranty. We now know it always takes a full week for them to do anything. So, it takes a week to call us for an appointment and so we get an appointment for another week later. They come out (finally) and replace the motherboard (computer) and that does not fix it so they have to take it to the shop to replace the motor.But it will not fit on their truck.The appointment to even pick up the machine takes....you guessed it, one week. So, a week later they come and pick it up and let us know they have to order the parts...why not order the parts while we were waiting a week? Another week goes by and they put in a new motor and that doesn't work, so they have to order more parts to replace the pump and guess how long that takes....yes, another week. So, another week(ten days) goes by and that doesn't work....So, now ASKO has agreed to replace the machine completely, but for warranty purposes it has to be picked up from our home when the installation company comes to put in a new machine and retrieve the old machine. Just got off the phone with Box...GUESS WHAT?!? It will take BOX APPLIANCE A WEEK TO EVEN RETURN THE THING! Meanwhile we have been without a washing machine for about 6-7 weeks....

Either they are completely understaffed or completely over booked...one or the other, but what it means is their customer service on behalf of ASKO, Subzero and Wolf is TERRIBLE. These guys suck and are actually less responsive and slower then the huge companies they represent in the Bay Area....Avoid them unless you have weeks on weeks to spend on your problem.

1/2/2014
We contracted Box Appliance to fix a subzero fridge that was no longer making ice for one of my clients. We're plumbing contractors and we replaced the pipes going to the fridge. Box Appliance sent out a technician the following day and charged us $270 for 15 min worth of work! This is extremely expensive compared to other appliance companies we've used. Its a sham I was out of town or else I wouldn't have agreed. We contract companies out all the time and know the real prices they charge. We know when we've been taken for a fool and we don't appreciate it. I would not recommend this company to anyone.

7/11/2015
The service on a Sub-Zero wine cooler may have been OK (we only got the unit back yesterday), but Box plays fast and loose with invoices. A technician came to visit on July 2, 2015. At that time I signed on an iPad an estimate for $800 labor. He said he was emailing the invoice, but didn't email it until July 10. Meanwhile, later on July 2, I got an invoice showing $400 labor, which I assumed was a revised invoice based on looking at the cooler. The cooler was returned on July 10, in the morning. The tech insisted that the $800 charge was correct and claimed no knowledge of the $400 invoice. My wife signed on an iPad for the remainder of the $800 estimate and paid the remaining balance. The tech said he was emailing the invoice at that time, but we didn't receive it until after 9pm. The copy we received (not the copy my wife signed) has a labor charge of $1,200, and shows we still owe $400. We won't pay.

Takeaway: Don't ever sign on an iPad with these folks. Always demand a paper invoice that can't be modified after signing. We will be following up with Sub-Zero and the DA. We are "older" folks, but aren't easily scammed by electronics (I work in computer software).

1/14/2017
I had Box out and they worked on my sub zero. I am satisfied that they did a good job, but it was almost all labor and it was 700.00. The guy piddled around I thought taking too much time. I think he could have done it faster and so then cheaper. I would call them again, because basically if you have a sub zero they are the only ones you can call. I do feel ripped off. 700.00 for 2 hours of work. Ridiculous. I am giving them 2 stars, because I feel ripped off. Yes, they did a great job fixing the refrigerator. They did not even have to use one part. Also, I believe many of reviews on here are fraudulent. If you read them they start out with the repairman's name and then so forth. They all seem to be written by the same person. Also, that person seems to have only done a very few reviews. Isn't this supposed to trigger someone at YELP. YELP is supposed to monitor these things.

1/8/2014
My old but very expensive Sub Zero ref/freezer stopped getting cold on the refrigerator side. The factory refereed Box to me and after calling and being informed of a large service call charge of $98, which is way more that any other appliance repair service, I asked them to come on over to fix it. The inexperienced serviceman looked at the unit and told me it was too old to fix and that I should replace it. Since I don't have a spare $22k for a new one so I told him to leave.

I called around and found a local service company that came out immediately and fixed my refrigerator in no time and at a reasonable price. I called Box back to see if they out refund my charged payment and was told some one would contact me. Nothing...

6/23/2017
I'm sure that if you want to spend the big bucks to repair the over-priced appliance that you got talked into, Box Appliance is the place to go (according to most of the reviews here).

Me, I tend to do a little research, and I'm a little handy.

Long story: I researched and fixed a problem with my Wolf range (original retail: $5,000+) that would blow open the oven door. (Oh, and this range had a recall for this very problem, and it had been repaired once before.)

Afterwards, called Box to get an estimate on what they would have charged. I asked for an estimate to replace the oven and broiler igniters, and they would not quote a price. Only that they would charge $140 to have someone come out and then give an estimate.

Being unwilling to provide a non-binding quote on a very specific repair does not bode well, and I would never do business with such a company.

FYI- Subzero customer service quoted me a price of ~$100 each for the igniters, would not quote labor time required. I bought the parts for less than $25 each. ("Authorized" parts suppliers wanted $125-$250 EACH for the igniters.)

Based on what I have been able to figure out, I'm guessing that Box would have charged me around $1,000.

So, I just saved $1,000. Or almost the cost of a decent range.

If money is no object, go ahead write your blank check and call Box.

9/11/2017
Everyone needs to make a profit, I get that... I also know the difference between fair pricing and gouging...and what I received was blatantly price gouging. Made my service call for a needed hydraulic hinge on my Wolfe range. Told them what the problem was, they said they could fix it but needed a tech to come out first and "revaluate the problem"....Well over a $100 just to come out.

Tech came out, diagnosed the problem immediately and said he had the part in the truck. It literally took him 20 minutes to fix...Labor charge $260. Do the math, that's over $780/hour for LABOR! BAD BAD BAD...again there is a difference b/w fair and profitable and screwing your customer.

Note to self: Do your research and make sure you have other options for service calls, especially if it's a very easily diagnosed issue.

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