Frequently Asked Questions
For your convenience, we’ve compiled a list of frequently asked questions and quick tips. If you need further assistance, we are more than happy to help. Just call us at 610-544-7500.
- Service Area & Scheduling
- Pricing & Payments
- What to Expect During Your Visit
- Parts
- Maintenance & Quick Troubleshooting
- Warranty & Factory Certified Service
Service Area & Scheduling
Q: What local areas do you serve?
A: We exclusively service Sub-Zero, Wolf, Cove, and Scotsman appliances in the Greater Philadelphia area, including portions of Pennsylvania, New Jersey, and Delaware. See our full service area for details
Q: What is the best way to schedule an appointment?
A: Call us at 610-544-7500 or schedule online. Our customer care team will schedule your service as soon as possible.
Q: Do you offer timed appointments?
A: We schedule appointments in windows (first call, morning, midday, afternoon). You’ll receive a reminder the day before, and your technician will call the day of service with an approximate arrival time within your window.
Q: Do I need to be home for the appointment?
A: Yes. For safety, an adult (18+) must be present for the entire service appointment. We will not enter a home with unattended minors present.
Q: How do I locate my model and serial number?
A: If you call us, we can help you find it quickly. You can also use the manufacturer’s guide for model and serial number locations.
Pricing & Payments
Q: How do you charge? Do you charge by the hour?
A: We do not charge by the hour. We start with a flat diagnostic fee that covers sending a Factory Certified technician to your home, performing a complete diagnosis, and providing a repair estimate.
Q: What forms of payment do you accept?
A: We accept personal checks and all major credit cards. Payment is due at the time of service
What to Expect During Your Visit
Q: Will my appliance be fixed the same day?
A: Our goal is to complete your repair on the first visit whenever possible, and our company has a first-time complete rate of 87%. If a non-stock part is needed, we’ll source it as quickly as we can and schedule the return visit as soon as the part is available.
Parts
Q: Will I be charged again if the technician needs to return with a non-stocked part?
A: No. You will not be charged an additional service fee for a return visit related to the same repair.
Q: Can you install a part I purchased online (eBay/Amazon) or from an unauthorized supplier?
A: In most cases, no. We only install parts sourced through our authorized channels because we can’t guarantee the quality, condition, or compatibility of customer-supplied parts.
Q: Do you sell parts?
A: Our technicians carry a strong inventory of Sub-Zero, Wolf, Cove, and Scotsman parts to complete many repairs in one visit. We also stock water and air filters for purchase. For parts ordering, we can direct you to the Factory Certified Parts distributor for the Philadelphia metro area.
Maintenance & Quick Troubleshooting
Q: What temperature should my Sub-Zero be set to for best performance?
A: Sub-Zero recommends 38°F for the refrigerator and 0°F for the freezer.
Q: What routine maintenance should I do for my Sub-Zero refrigerator or ice machine (or Scotsman ice machine)?
A: Manufacturers recommend cleaning at least twice per year (or having a professional cleaning annually). We offer a Clean and Service program that includes a comprehensive inspection to help maintain peak performance.
Q: I prefer to clean the condenser myself. What’s the best way?
A: Follow the manufacturer’s step-by-step instructions for your specific model. If you’d like, we can also handle condenser cleaning as part of a professional maintenance visit.
Q: What if the electronic controls on my Sub-Zero, Wolf, or Cove aren’t responding?
A: In some cases, the controls may reset by power-cycling the unit. Turn the circuit breaker for the appliance off at your electrical panel, wait briefly, then turn it back on. If the unit still isn’t responding, schedule service.
Warranty & Factory Certified Service
Q: Why is Factory Certified Service better than non-certified service?
A: Factory Certified Service technicians receive brand-specific training, work on these products during the warranty period, and know when manufacturer coverage or extended part warranties may apply. This helps ensure the right repair, with the correct parts, and warranty support when eligible.
Q: What warranties come with Sub-Zero (and how does Factory Certified Installation affect it)?
A: Warranty coverage varies by product and installation type. Common residential coverage includes a full product warranty period, sealed system coverage, and extended sealed system coverage (often described as “2, 5, and 12-year” coverage). Sub-Zero also offers enhanced coverage when the product is Factory Certified Installed (commonly extending the full warranty period). Always confirm your exact coverage by model and serial number.
Ready to schedule? Call 610-544-7500 or schedule online.
