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:11/22/2022

  Type:Delivery 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.

  In January of 2022 we purchased appliances for a home we are constructing from **********************************************************. Among our purchases was a 36 panel ready Sub Zero column refrigerator. We were initially told it would not arrive until October of 2022. This was fine since our house wont be ready to move in until December 2022. Then in October we were told it would come in December 2022. Yesterday, Nov. 21, we received an email telling us we wont receive it until July 2023. We have already had our cabinets installed and custom made to accommodate the refrigerator plus a custom panel and handle. We need a refrigerator, not to mention all the expense weve gone through with the expectation of receiving this refrigerator. The refrigerator was over $8000 and we have paid in full for it. Furthermore, the original price we agreed to pay was $8809.99, and we put half down on out $30+ thousand in purchases total. When they delivered all but the ice maker and refrigerator in August, I paid the balance, which included the not yet delivered refrigerator and ice maker (ice maker got delivered in September. However, I just realized instead of charging me the agreed upon $8809.99 they charged me $9699.99 for the refrigerator. Id also like the difference refunded.

  Business Response

  Date: 12/05/2022

  Our records indicate that *************************** within our *************************** resolved this matter with ******************, we consider this matter closed. 

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Due to Sub-Zeros defective refrigerator that I owned I was offered a replacement for approximately ******* dollars. This was done in December of 2021. I have been promised a new refrigerator within four months. That came and went. Now after four rescheduled appointments there is no end in sight. I have not received any e-mail other than we are sorry. In the meantime I still have their defective refrigerator in my garage. Can someone let me know if this is a legitimate complaint? Sub-Zero is no help. I just want what was promised. Thank you, *************************

  Business Response

  Date: 11/11/2022

  Sub-*********** **** has agreed to provide ************** with a replacement Sub-Zero model BI-36U/S/PH-LH.  A member of our Customer Advocate Team is looking into the availability and will be in contact with ************** shortly.  

• Initial Complaint

  Date:11/09/2022

  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.

  Hello. I am very upset. I always purchased all of appliances and electronics from *** in ******* as I am from ******* and personally knew the *** family. My house flooded in December of 2020. I worked out what I needed with ***. I was told they would be able to provide them within 6-8 months *** based on their upcoming inventory. I kept following up as I had not heard back. I finally received follow up in March telling me that Subzero Wolf will not allow them to send them to me in *******. I had already began the construction to complete my house with all of the specs of the appliances. I was extremely upset as I understood everything was finalized. I eventually reached ***************************** at Subzero/Wolf. I provided all of the emails showing that what I was saying was true. The distributor still would not let them honor our deal. I worked with ******** to come up with the best solution. She said that if *** would provide purchase orders, then she would swap them with a local dealer so I can get the merchandise within the time frame promised. She also advised that Subzero Wolf will pay for the full installation of my appliances with one of their approved installers. She advised me to work out the deal with ******************* locally in ************ *******. *** provided purchase orders on June 13. My sale was finished with ******************* on July 6th. All of the purchase orders were associated with Summer delivery dates. The only item without a summer delivery date was the fridge as the model will not be produced until January however I was promised I would be at the front of the line to receive my fridge in ******** appliances were sent to *** instead of of House of Appliances. My project is not complete. We are without a kitchen and ******** is not following up. House of Appliances is missing the hood, double oven and fridge is not slated for front of line. Subzero has dropped the ball. We need this resolved. We are. getting no help!

  Business Response

  Date: 11/15/2022

  Our Distributor and Dealer agreements do not allow dealers to sell outside their territories. Our investigation into this matter reveals that *** informed ****************** that they were unable to ship to ******* on March 29, 2022. ****************** was also informed by our ***** showroom during consultation that his appliances would need to be ordered through House of Appliances out of **. On March 31, 2022, ******************** began working with ******************, at that time we had requested that ABT provide us with copies of the purchase orders for the Wolf Appliances. This was requested in order to attempt to re-direct the products to our ******* Distributor, ****************** was instructed he would need to get his order in with House of Appliances right away. House of Appliances reported that ****************** did not place his order until 7/6/2022.  Due to this delay it was impossible for us to re-direct product. The current ETA for ****************** **** Appliances to arrive at our Product Distributor in ** is Nov 15, 2022, however this date could be subject to change. 

  Customer Answer

  Date: 11/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This response is incorrect.  ***************************** at Subzero came up with the solution to get the PO's from *** and transfer them to House of Appliances.  I immediately actioned the order once the PO's were provided.  **** at House of Appliances needed to research and speak with ******** to verify that what I was saying was true.  He confirmed that I would be guaranteed to get the product within the time frame needed based on the *** PO's.  ******** personally guaranteed the switch of the PO's to myself, ***** at *** and **** at House of Appliances.  ***** at *** and **** at House of Appliances have confirmed that neither party have the ability to change PO's.  They both agree there was clearly a mistake that sent the product to ***.  I reviewed multiple times that there was no way I could get screwed before purchasing the appliances.  ******** assured everything was in place once she received the *** **'s.  My family was flooded out of our house in December 2020.  We have not had a kitchen since then.  My kitchen construction is almost completed.  I will suffer significant financial costs and require a separate project if my hood is not delivered this week.  I request access to communicate with someone from senior management that can help me resolve this situation.  I am not happy with the individual currently talking with me as she has not taken the time to fully understand my side of the story.  In fact, she will not even accept that ******** set up the trade of PO's.  I have three remaining items that need to be addressed immediately.  

  -Email explaining process for reimbursement of installation
  ---Installation will need to be split to separate dates
  -Email documenting that my fridge will be delivered in the first batch as promised
  ---Estimated no later than March 2023
  -Solution to get hood to House of Appliances this week as it is needed to complete kitchen construction

  I purchased Subzero Wolf expecting exceptional service.  I am extremely disappointed with how I have been treated through this process.  This is a significant purchase and there is lack of willingness to take responsibility for following up with what I was promised.

  Please arrange a phone call for me with a more senior representive than the person I a currently working with.

  Regards,
  
  *******************************

  Business Response

  Date: 11/16/2022

  A member of our management team will be in contact with ****************** within the next 24 business hours. 

• Initial Complaint

  Date:11/04/2022

  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 purchased a Subzero refrigerator from ******************************** in August 2021. It has been continuously moved back, and every time the delivery date gets close, they call to move it out again. This weeks delivery phone call was just pushed to February 2023!!!! 18 months is unacceptable!

  Business Response

  Date: 11/04/2022

  A member of our *************************** is looking into this matter and will be in contact with ******************** shortly. 

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have a Wolf microwave (MW24) which stopped working. The factory authorized repair personnel came in (diagnosis charge $180) and provided a repair estimate of $1057. A new microwave is $940.Wolf boldly claims on their website that their appliances are designed to last "at least 20 years". This microwave is les than 10 years old. I called Wolf customer care and they were quite nice (no complaints there) and offered to cover some of the expenses for the repair. However, I have the below issue with this:1. Even with Wolf covering part of the repair expense, I will still end up paying close to $650 (for a repaired unit with a 60 day warranty), because the repair costs are ridiculous to start with. One would be better off paying a bit more and getting a new unit.2. Considering the cost of the repair, I cannot imagine a lot of people opt for the repair option. Which leads me to believe that the repair personnel do not have extensive experience performing such work. Which means, the repairs could be a hit or miss. So, I do not have a ************ that the repair will work out very well. Apart from the risk of breaking down again, I'm also concerned about things like electric or fire hazard due to this repaired unit.I reached out to customer service again and enquired if they are instead able to offer me a discount towards a new unit. They said that they can only do a 5% loyalty discount.When a customer buys a high end product like Wolf and pays 2 - 3 times the cost of a regular product, they expect it to last longer than the regular product (in this case, should have been at least 20 years, as claimed by ****). Not only did I pay an exorbitant price for a sub-standard product initially, now I have a choice to either pay an even more exorbitant price for repairs (more than a brand new item) or pay the same exorbitant price as before. This is a terrible position to put your customers in.

  Business Response

  Date: 11/04/2022

  We are sorry to hear that you are experiencing problems with your Wolf Appliance. 

  A member of our Customer Advocate Team will be in contact with you to discuss your request for replacement. 

  Customer Answer

  Date: 11/08/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:10/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Issue: Misaligned doors on the 48-inch Subzero Refrigerator and excessive humidity in the refrigerator section.Details: We purchased a 48-inch Subzero refrigerator in March 2021, with 3 years warranty. Refrigerator was installed by a Subzero certified installer. We found that the freezer and refrigerator doors were not aligned and caused excessive humidity in the refrigerator section. We reported this problem to Subzero and they sent a repairman on March 26, 2021. Few days after this repair the refrigerator door again dropped below the freezer door. We reported this to Subzero. This problem has been reported to Subzero many times and they kept sending repairman to fix this issue. Subzero replaced the door hinges and to this date they are unable to fix this problem. On August 10, 2022, Subzero sent me a $250 gift **** card. That I have not cashed. Now Subzero stopped communicating with me and do not return my calls or email. I purchased this refrigerator for $13121 on March 2021. I have saved all the receipt, repair records and correspondence letters with Subzero.

  Business Response

  Date: 10/19/2022

  A member of our Customer Advocate team will be in contact with the customer within the next 24 business hours to discuss next steps to resolve this complaint. 

  Customer Answer

  Date: 10/30/2022

  I am forwarding the following email that I received from Subzero in reference to my complaint ID 18224884 with BBB. They proposed a solution to fix this issue and a repairman is scheduled to repair this on November 4, 2022. I am going to wait for one month that the repair works since prior repairs failed after few weeks. In case this fix does not work they promised to discuss the replacement of the refrigerator.

  This issue is not resolved therefore please do not close this case. I appreciate help from Better Business Bureau. After my complain to BBB and BBBs action Subzero are responding and taking steps in fixing my refrigerator door alignment issue.

  I will keep you updated on the progress of the resolution of this issue.

   

  Customer Answer

  Date: 10/30/2022

  Sent from Mail for Windows

   

  From: ***********************
  Sent: Wednesday, October 19, 2022 5:10 PM
  To: Gopal
  Cc: *******************************
  Subject: RE: Misaligned door issue with the Subzero Case# ********

   

  Gopal,

   

    I am so sorry. I know you called in on 9/27, let alone the messages you have sent me prior to that. I was notified you made a complaint with the BBB, which is absolutely your right to do so. I was out of the office for a few weeks ill, but that doesnt excuse my lack of communication and I will spare you any other excuses. I want to make this right as soon as possible, this is not representative of Sub-Zero, the Advocate team, or myself.

   

    May I have service out one last time to complete instructions from my technical team, which they are confident will resolve the issue? This step has been tested and resolved a similar issue on another unit. A new door is not needed, but the lower hinge will be replaced and we will have the tech add loctite to an adjust s**** OR place a washer in the adjuster to stop the door from dropping. If this doesnt resolve the issue I would be happy to discuss a replacement.

   

    As they are closed for the day now, I emailed **************** instruction and asked for you to be scheduled ASAP.

   

  Take care,

  ***********************

  ************* Advocate

  Direct Line: *************

  Email: *************************************

  She/Her

   

  If you need further assistance, please call the ************* line at ************,  Monday through Friday, 8am-5pm CST.

  

   

   

   

  ReplyReply allForward

  
  

• Initial Complaint

  Date:09/09/2022

  Type:Sales and Advertising 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 purchased a 4850G PRO refrigerator and and I30 Wine column. Both original units were installed in May 2020 by a certified installer. Since that time I've had nothing but issues with the ice makers. They simply don't work. I've had no less than 5 service calls for each unit. They've extended the warranty on the refrigerator due to the numerous issues. Now, I'm being told that due to the age "2 year and under warranty" that they can't replace the units. I can't believe the for the price I've paid for these items, that simply don't make ice. I've never experienced what I am currently going though. SubZero needs to take ownership and replace these defective units.

  Business Response

  Date: 09/21/2022

  Sub-Zero coordinated an inspection on both Sub-Zero models within this complaint.  It was found that both the model PRO4850G & IW-30CI had full buckets of ice, the customer was instructed that her ice buckets cannot be used to store anything besides ice.