George's Appliance Service

We have been using this company to service our Sub-Zero refrigeration units for years. James is a fabulous tech, for instance. We’ve been happy over the years. However, our experience this year, with our annual “refrigerator tune-up” was one leaving us scrambling for another vendor. Our tech was David, and our charge for the visit was $175. He appeared to do very little, in that he removed only the spring-tension cover panel from the top of the unit, and used an aerosol bottle to spray something on the condenser grate itself. The other thing he did during this service call, was to remove the trays inside the unit and visually inspect behind them. I washed those trays, and wiped out the fridge walls. I said I’d thought he had to use a vacuum, but he said it was not necessary. Later, when I was up in a ladder putting something on the high shelf above my kitchen cabinets, I noticed that the grate only looked “clean” (silver/shiny) in one isolated area. I called the company saying I thought they should come back out. Nobody ended up coming back, or phoning, so I called again in about a month (having forgotten myself). When David came back out today, he seemed put out to even be returning. He said he needed to know “exactly” what it was that I thought was dirty, even though I had explained it was the part that I had been told needed to be vacuumed in the past. He then said he didn’t think it looked dirty. Finally, I asked that he please vacuum it, which he grudgingly did, saying the spray “works better.” When confronted about his lack of customer service focus today, he was argumentative, and challenged me, saying he’d thought I wasn’t happy about what the price had been when he came out the first time. Granted, I’d been surprised at the price at the last visit, considering how little appeared to be involved in the tune-up service. But, I certainly hadn’t argued, or complained. He left today, giving a half-hearted apology about “us not being on the same page,” after which I discovered the dirty paper towels he’d used, left in my kitchen counter. The photos are from just after he left, today. I’m going to be looking at our alternatives for servicing our Sub-Zero going forward. How disappointing! Do better! I love supporting small, local businesses.