Questions
Straight answers
The things people actually ask on the phone, answered here so you do not have to ask them. If something is missing, call and ask — we will add it.
16 questions6 topics
Booking and scheduling
How soon can you get here?
Most of our service area gets a same-day or next-day appointment. We work in two-hour arrival windows and call ahead when the technician is on the way. Fruit Cove, Mandarin, Bartram Park and Julington Creek are usually same day; Ponte Vedra, St. Augustine and the Beaches are typically next day.
Do I have to wait around all day?
No. We book two-hour windows rather than the all-day windows the factory networks often use, and you get a call before the technician leaves the previous job. If we are running late, we tell you rather than letting the window quietly expire.
Do you offer emergency or weekend service?
We are open Monday to Friday 8am to 6pm and Saturday 9am to 4pm. We do not advertise 24/7 service because we would not be able to staff it honestly. If a refrigerator fails overnight, call first thing and we will prioritise a unit that is losing temperature.
Pricing
What does the service call cost?
A flat $129 diagnostic fee covers the trip and a full diagnosis, and it is credited toward the repair when you approve the work. You get the price in writing before anything is opened up. We do not quote repairs over the phone, because a guess is worth nothing to either of us.
Will I know the price before work starts?
Yes. The technician diagnoses the fault, then gives you a written estimate covering parts and labor. Nothing proceeds until you approve it. If the repair turns out not to be worth doing, we will tell you that plainly and you pay only the diagnostic fee.
How do I pay?
We accept cash, check, and all major credit cards including Visa, Mastercard, American Express and Discover. Payment is due when the repair is complete, not up front.
Parts
Do you use genuine parts?
Yes. We install genuine OEM parts, not aftermarket boards or generic gaskets. On built-in refrigeration this genuinely matters: control boards are serial-number specific, door gaskets are platform-specific, and the wrong drier or evaporator compromises the whole sealed system.
My unit is fifteen years old. Can you still get parts?
Usually, yes. Sub-Zero guarantees parts availability for at least fifteen years after a model ends production, and many parts stay available far longer. Legacy 600 Series and BI Series units are still very much serviceable. Bring us the model and serial number from the data plate and we will confirm before you commit to anything.
Will you have the part on the first visit?
Often. We stock the parts that actually fail most on built-in refrigeration: condenser and evaporator fan motors, drain heaters, water valves, door gaskets and water filters. Sealed-system components and control boards are ordered against your serial number, which usually adds a couple of days.
Warranty
What warranty do you give on the repair?
Ninety days on our labor and a full year on the parts we install. If the same fault returns inside that window, we come back and there is no second diagnostic fee.
Will using an independent shop void my manufacturer warranty?
No. Under the Magnuson-Moss Warranty Act a manufacturer cannot void your warranty simply because an independent company did the work. That said, if your appliance is still inside its full factory warranty, the manufacturer's own certified network is the right call — they will do it at no cost to you, and we will tell you so.
Brands and credentials
Are you a Sub-Zero authorized service center?
No, and we will never say otherwise. We are an independent appliance repair company with no affiliation to Sub-Zero Group, Inc. Factory Certified Service is a separate, invite-only manufacturer program, and you can check who holds it in your ZIP code at subzero-wolf.com/locator or by calling Sub-Zero Customer Care.
Can you actually do sealed-system work?
Yes. Our technicians hold EPA Section 608 certification, which federal law requires to open a sealed refrigeration system, and we perform compressor, evaporator, drier and tubing repairs in the home. Many companies will replace a fan or a board and then declare a unit unrepairable, because sealed-system work is the line they cannot cross.
Which brands do you work on?
Sub-Zero is our specialty, along with Wolf and Cove. We also service Viking, Thermador, Miele, Gaggenau, La Cornue, Monogram, JennAir, Dacor, Fisher & Paykel, Liebherr, True, Perlick, U-Line, Marvel, Scotsman, Asko and Bertazzoni. If your appliance is not on that list, call and ask.
Service area
How far do you travel?
Roughly forty miles by road from our base in Fruit Cove. That covers St. Johns County, all of Duval, and the populated parts of Clay County, including Ponte Vedra Beach, Nocatee, St. Augustine, the Beaches, Orange Park and Fleming Island.
Is there an extra charge for distance?
The $129 diagnostic fee is the same everywhere inside our service area. There is no separate trip charge for Ponte Vedra, St. Augustine or the Beaches. Outside the forty-mile radius we will tell you honestly that we are not the right company for the job.
Talk to a technician
Still not sure?
Call and ask. We would rather spend five minutes on the phone telling you it is a setting than send someone out to charge you for one.
- $129 flat diagnostic , credited toward the repair
- 2-hour arrival windows, with a call ahead
- Mon–Fri 8am–6pm · Sat 9am–4pm