Complaints

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:05/08/2025

  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 asked them to come out a month ago to fix a freezer unit that was overheating. He looked at it for about 15 minutes and said we needed a new condenser fan, which would cost about $880 plus tax, just under $1000. When we said this seemed like a lot for a fan and asked if this was a reasonable price, he said: yes, the cost was reasonable because some companies charge even more; and that this repair was worth it because we would get about ten more years of use from our freezer. Unfortunately we later learned that neither was true. It took him about 15 minutes to put in the new fan.After he left, we called Subzero which said that a new condenser fan for our specific unit costs $200 (including shipping). And they gave us the name of other authorized repair companies in the area. When we contacted the others, the prices quoted were a fraction of what we had paid (the lowest was about half, $470 for parts and labor).After they supposedly fixed our freezer, it ran constantly for a week, so we asked them to come back to see why. He said that the cooling unit seemed to be leaking, which would require another $3000 to rebuild. He said he would send us a written estimate (but never did). So much for the ten years of use that persuaded us to make the $1000 repair.I told the repair person that it was apparent that we had been significantly overcharged and misled, paying nearly $1000 for a $200 part and less than an hour of time. And a repair that didnt fix our freezer. He said that he would have his manager ******* call us to work something out.We have tried following up several time, asking ******* to call us - and was told repeatedly that shes in a meeting. After a month, it is clear that they know they overcharged us and did not fix our freezer - they have our money and now are ignoring us.We want other consumers not to be duped like we were, and to return what we paid for the ineffective work they did.

  Business Response

  Date: 06/26/2025

  Dear Whitney,
  
  Thank you for your follow-up regarding the BBB complaint referenced above.
  
  On behalf of Tatiana Menhardtova, I would like to confirm that we have received your correspondence and have already escalated the matter to our higher operations team for internal review.
  
  At this time, we are awaiting further updates from that team. Please rest assured that as soon as we receive more information, we will respond promptly and directly through the BBB system.
  
  We appreciate your patience and will be in touch as soon as we have additional details to share.
  
  Respectfully,
  Rea Felix
  Executive Assistant
  911 Seattle Appliance Repair or Subzero Viking and Range Repair
  [email protected] 
  +1 206-456-4344  

  Business Response

  Date: 07/09/2025

  
  We sincerely apologize for the delay in responding. Since I wasnt able to locate the option to reply through the original channel, Im sending our response directly to your email.
   
   
  Dear Mr. *********************** style="font-size: 12px;"> 
  Thank you for taking the time to share your concerns, and please know we genuinely regret that your experience with us left you feeling misled or dissatisfied. Your feedback is important to us, and we are taking it seriously.
   
  First and foremost, we would like to clarify that we always aim to operate with full transparency. Before any repair is performed, our technician provides a written estimate, which the client is free to review, approve, or decline. In this case, Estimate #**** was reviewed and approved prior to the work being carried out on April 4, 2025. We do not perform any repairs without customer authorization.
   
  Regarding the pricing, our estimate includes not only the cost of the part but also the technicians time for travel, diagnostics, labor, liability, and warranty coverageall as part of our commitment to delivering high-quality service. Our company is licensed, bonded, and insured, and we stand behind our work with professional support and follow-through.
   
  We understand your concern about the cost comparison. While the condenser fan may be listed at a lower retail price, the overall cost of repair from a licensed service provider often includes significant overhead that ensures safety, compliance, and service accountability. We never intend to mislead, and our technicians remark that some companies charge more was based on a general industry observation, not a dismissal of your valid questions.
   
  We are especially sorry to hear that your unit continued to run afterward and that you did not receive the written estimate for the potential cooling system issue. That is not reflective of the standard we aim to uphold. We acknowledge the breakdown in follow-up and apologize for any delays or frustration you experienced in trying to reach our office.
   
  Please allow us the opportunity to make this right. We are open to discussing a fair resolution and would be happy to revisit the issue with you directly. We value your trust and do not take your concerns lightly.
   
  Feel free to contact us directly at ***************  or reply to this email so we can resolve this matter in a constructive and respectful manner.
   
  Respectfully,
  *** *****
  Executive Assistant