Tri-City Appliance Service

We bought a brand new Wolf speed oven, but had a problem where the door didn't want to close all the way. Called Tri-City in August and they said it needed a new hinge. "No problem, it's covered by warranty. We'll order one." A week goes by and I don't hear anything so I call them. "Oh, it's on backorder from the factory. We won't have it until December." Really? Did you maybe try looking elsewhere for the part? Ok, December comes and I haven't heard from them, so I call. "Oh, it's pushed to January now." January comes. Still no communication. I call them. "Oh, you're part is in. Would you like to schedule the service?" We'll crap, it's a good thing I called or I might still be waiting. Bottom line - they did good work, but their communication is non-existent and I feel like they didn't try at all to get it done faster. Six months is a long time to wait for a hinge for a brand new (expensive) appliance.

I appreciate that the company was able to provide a next-day appointment. Unfortunately, the remainder of the experience was extremely disappointing. I paid $195 for a diagnostic visit but did not receive a clear diagnosis. My Sub-Zero freezer had stopped working, and I simply wanted to understand the cause of the failure. The technician, Jon, repeatedly stated that the “cooling system” was broken, without identifying which component had failed. Initially, I was told the freezer cooling system needed to be replaced at a cost of $4,000. Within minutes, this changed to replacing both the freezer and refrigerator systems for $8,000. I was then encouraged to purchase a new Sub-Zero unit from the company for $15,000 with a 5% rebate. The constant changes in recommendations, without supporting evidence, were confusing and concerning. The visit lasted over an hour and consisted largely of repeated explanations and shifting conclusions. When I specifically asked which part of the cooling system was failing—such as whether there was a refrigerant leak or low Freon—the technician refused to check the refrigerant level, stating he did not want to use his gauge. After a lengthy discussion, he finally tested it, but only reluctantly. Throughout the visit, I felt spoken down to and not treated with respect. The technician’s demeanor was dismissive and unprofessional, which added unnecessary stress to an already frustrating situation. Overall, this was a very stressful experience. I expected a professional diagnostic service and clear technical information in return for the diagnostic fee, but that was not provided.