Wilshire Refrigeration & Appliance Inc.

"If you're so sure, why don't you fix it yourself." With these dismissive words from your manager Ronald during our recent interaction, I was compelled to file a formal complaint regarding the service provided by your technicians Luis and Ronald on April 11, 2024. Despite my initial patience and cooperation, the unprofessional behavior and incompetence displayed during the service call have left me deeply dissatisfied and compelled to seek resolution. During the service visit, Luis exhibited a lack of professionalism and competence in diagnosing and addressing the issues with my appliances. His initial attempts to troubleshoot the problem were hasty and misguided. He immediately attempted to shut off the fridge via the control panel, but when he encountered difficulty, he prematurely concluded that the control panel was broken without exploring alternative methods. Only with my intervention was the fridge successfully turned off by a simple long press of the power button, a basic troubleshooting step Luis overlooked. Furthermore, rather than thoroughly inspecting the appliance, Luis hastily blamed me for allegedly "breaking the fridge" by turning it off, refusing to entertain the possibility of a simple fix. Subsequent attempts to address the issue were equally rushed and lacking in attention to detail. When Luis finally identified a crooked connecting strip on the panel and circuit, he hastily deemed it unfixable and proposed an unnecessary replacement without adequately exploring other potential causes or solutions. In fact, the connection strip is just a little loose and can be fixed by simply tightening it. I was further disappointed to discover that I was charged additional fees for services that were not clearly communicated to me beforehand. Luis misrepresented the inclusivity of certain services, leading to an unexpected increase in the total service charge. This lack of transparency and honesty regarding pricing further compounds my dissatisfaction with the overall experience. Subsequent attempts to address these concerns with your manager Ronald have proven fruitless and, in some instances, downright disrespectful. Despite my repeated attempts to engage in constructive dialogue and seek resolution, I have been met with rudeness, dismissiveness, and a blatant refusal to acknowledge the shortcomings of your technicians even if I specifically pointed out the lack of any proper diagnosis. He seems to encourage this behavior. It is evident that your company's handling of this matter falls short of the professionalism and integrity I expect from a service provider of your caliber. As a result, I am left with no recourse but to pursue legal action to seek redress for the undue inconvenience and financial burden caused by this ordeal. Key Dates: April 11, 2024: Initial service visit by Luis. April 12-15, 2024: Attempts to contact customer service and manager Ronald. April 16, 2024: Finally connected with Ronald, who denied any wrongdoing and told me "If you're so sure, why don't you fix it yourself." April 17-18, 2024: Continued attempts to contact Ronald. April 19, 2024: Last attempt to contact Ronald resulted in further rudeness and refusal to cooperate. I hereby request a full refund of the service fee as compensation for the substandard service and distress caused. Furthermore, I urge you to undertake a thorough review of your customer service protocols and technician training procedures to prevent similar incidents from occurring in the future. Please consider this letter as formal notice of my intent to pursue legal action should a satisfactory resolution not be reached within a reasonable timeframe. I trust that you will treat this matter with the seriousness and urgency it warrants and look forward to a prompt and satisfactory resolution.

BEWARE! This company is a scam. They charge you $145 to come out and then quote you DOUBLE what the the market rate is to fix your appliance. Their quote was $525 to change a drain line! I called two other licensed companies and the actual market rate is $220-275. That’s called price gauging. DO NOT USE THEM! (Also they threatened to send me to collections when I didn’t not agree to pay their $145 service fee for such terrible service- the manager was beyond rude) Beware.

These people are thieves! They came to my house to fix my Wolf Stove nearly 1 year ago and told me that the computer boards had to be changed. They charged me $2,900.00 and now I have exactly the same issue as before and they refuse to fix it saying it is our fault for not cleaning the stove properly. This is nonesense. When the service person was there he told us how to clean it and we have been doing exactly as they said but they will NOT stand behind their work. I highly recommend you NEVER use this company.

Their operation borders on criminal conduct. We spent almost $4K repairing our subzero fridge through them last year. They told us that they are basically re-doing all the internal working of the fridge and provided a warranty for 5 years. A year later, the fridge is not working and they are repeatedly doing no-shows for their technicians' appointments and promising updates that never come.

Rip off artists. So dishonest. I am so glad I checked with sub zero myself before agreeing to their repair. this was their estimate: 05/31/2023 Price $ 936.70 for parts that were covered under warranty they were charging me 3 times the cost for parts I should have gotten for free $ 1,300.00 for labor $ 300.00 for Miscellaneous fees they couldn't explain $ 2,654.19 total. I had Box Appliance come out. they pulled off the bottom panel, cleaned out the dirt and dust, changed my filters and charged the compressor. total charge under $500. I didn't need parts. It makes me sick to think how many people they must rip off. So awful. No excuse for this whatsoever. Just a scam rip off.

Erica Mello is awful to deal with. Her technicians came out in February and said I needed a $15 Asko drain plug. They said they would have Wilshire send me the part or Asko directly as it was a snap on plug. Erica emails me asking me to pay her $270. I will attach the email so everyone can see . I noticed on Google Reviews hat I posted about this and 5 positive reviews magically popped up. So they are actively manipulating reviews rather than fixing the issues with customers feeling ripped off. They claim on Google that there is another company responsible and they are the good ones. No. my experience is that they came to my house 3 times. They were paid well by SubZero and by me on a other time and now I feel that second time (they billed me $300) was likely a rip off. I thought they respected the history which is what Mike the tech was doing, He knew the 4 appliances were in good shape but for this little part that was causing BIG drainage issues. They control Asko parts because of the way territories work.

We have a Sub Zero refrigerator that had an insulation strip/gasket on freezer door that came loose. We phoned Sub Zero and were referred to an "authorized factory service center"- Wilshire Refrigeration and Appliance- because our unit is still under warranty. After waiting over 30 minutes and sending 2 emails we were finally able to set up a service call. The technician arrived bringing the wrong part and told us we also needed a new filter and a replacement light bulb. I asked how much it would cost "all in" and was told $200-250. I agreed to wait for the correct part. Two weeks later another technician came out, again with the wrong part! He said he would go back to pick up the correct part and he returned several hours later. He finally installed the part and then handed me an invoice for almost $800! It felt like a classic bait and switch scam. I refused to pay since we had been quoted almost one quarter of that amount. I asked him please have a manager call me and never heard from anyone until over a week later when I received an email saying that we owed $800. AGAIN we called and were put on hold for almost 30 minutes before being disconnected so we responded to the email explaining we were waiting to speak to a manager about the large discrepancy in what we were quoted. Again heard nothing until a week later when we received a call threatening to send our invoice to a collection agency and 'ban us from receiving sub zero service from all providers in the future ???!!! Again we emailed asking to speak to someone and finally someone from accounting called and said their labor was $275 and the rest of the cost was for parts. We explained (again) that we felt this was dishonest and would never have agreed to the service if we were quoted almost $1000. We agreed to pay for parts and asked them to at least adjust cost of labor but they have refused. We are contacting Sub Zero directly as well but wanted to spare others the infuriating treatment we have received. *AVOID THIS COMPANY THEY ARE DISHONEST AND INCOMPETENT*

Good experience except after the first visit i was supposed to get a call back regarding price and scheduling. I never got a call so after a week i called them to get on the schedule.

The provider walked into my house and told me he would need to charge $250 to move the stackable dryer from the top of my washer. Over the past 12 years I've had 4 different service people out here (not from Wilshire) to service the washer or dryer and they have all been able to move the dryer without an extra charge and without bringing a second person. I asked when I set up the appointment how much the charge would be for the service call and was told $98. Since the person who scheduled the visit knew my model number and that I had a stackable unit, I should have been told that the cost would be $250, because you can't really inspect the washer without moving it. So while the guy spent about 2 minutes in my house, he said I still needed to pay $98 even though no inspection was done. He said this was his company's policy, and he had no control over his company's policy. A reasonable response that other reputable service providers have done that I have dealt with is to acknowledge a communication issue and not charge for the service call, particularly since the extent of the service was to drive to my house. These service providers look at the opportunity to service all your appliances, not just a single transaction. I recommend staying away from Wilshire and finding a service provider who really focuses on servicing all their customers' appliance repair needs. Wilshire charges excessive fees and does not empower its service providers to do the right thing

They were fine. They knew how to fix the refrigerator and the freezer and they did the work. They didn't show up when they were supposed to and they kept me waiting there a long time. They should show up on time and not be so expensive.

Came in late, they give a 4-6 hours window. wanted to charge $400 just to melt the ice and see what is the problem. i paid him the service call, got a hair dryer, melt it myself (15minutes) and replace gasket ($25 off Amazon).

Handled extremely well by Wilshire. Very professional. They also provided good advice on what to claim from Sub-Zero, who in ytrn provided excellent service.

The guy that fixed our Sub-Zero I heard his name but I checked him on Angie's List to make sure because it was a friend. Wilshire Refrigeration and Appliance Inc. has got quite a good reputation in our area for Sub-Zeros. They have the next door online thing where people as sometime if they have a such and such that they would recommend. They specialize in Sub-Zero. They are one of the factory recommended service providers. It was an important part. It was like a part of it was under warranty and then part of it wasn't. They did repair and this one was like 18 years old, it was in the house when we got it. They are timely. They actually can find out what's wrong with it rather than guess. So far he has been able to diagnose correctly everything that was wrong with it. It is an older model. It is like 18 years old so it is going to have some things go wrong with it and he has told me how to take care of it. They are very prompt. They had to order a part and were sure to call me when it was in. I am just very pleased with them. I give them all 'A's across the board. I would absolutely use them again in the future.

We have an older subzero refrigerator. Because of that we cannot get a warranty on any repair service. Wilshire, which is the approved repair service is very expensive. However, they probably would be best if the appliance was still under warranty. So we went with another repair service, Smith, and we were very pleased with the service and repair.Pacific

1. I asked them to call me 30- minutes ahead of their arrival so I could meet them. No call. Just happened to get home before they got there. 2. Quick diagnosis based on the symptoms and a 2 second look under the unit: needs new Compressor Fan motor. Estimate: $203 for Part, $250 for labor. When I questioned this as awfully high, he said it was a hard job to replace. 3. Finished the job in about 45 minutes including fixing a very small leak were the water tube comes in the back. The unit slide in and out very easily. Total Bill: $471.27 with tax!! 4. I called Wilshire this AM to complain about the cost after I found the Fan motor on e-Bay for about $50. There were no apologies, no empathy. They said this is what Sub Zero would pay them for warranty work. They compared themselves to car mechanics who charge a set price for a job and make more if they can do it faster. They said they had overhead expenses like insurance. They said, and quot;What if he'd scratched your kitchen floor?and quot; I said for that price, he should have polished my kitchen floor too. I asked if they could do anything for me by reducing the bill before I went on Yelp and called Sub Zero to complain. They said, and quot;Go aheadand quot; 5. I called Sub Zero with the same story but this time included the BAD EXPERIENCE with Wilshire. They started out immediately with sincere apologies! They saw that we own two Sub Zero products and wanted to do something. They are refunding me the whole price of the pump $203--right away! 5 Stars for Sub Zero Wilshire is the only game in town for Sub Zero so sadly, they don't care.

In May 2012 the temperature was too high on the refrigerator side of my Sub-Zero. Called another company who said the problem was a freon leak in the evaporator and that the repair would be $1200. I opted for a less expensive solution which was about $365 to refill the freon. The repairman said that problem may return. The problem did reoccur in late Novemer 2012. I called Sub-Zero in early December 2012 and to my surprise the evaporator was still under warranty. They referred me to Wilshire Refrigeration. They came out and after verifying that the repair was under warranty, replaced the evaporator in about an hour. There was no cost for parts or labor and everything is still working well. I do not know what Wilshire Refrigeration would have charged for a nonwarranty repair.

They were very professional, they showed up on time, they do what they needed to do, and I am very happy with them. I will give them A's across the board.

They were on time and very good. Used before. Definitely Recommended

It went poorly. The "service" was performed incompetently. I would not recommend the company for any further service work.

They are bit pricey but are very very good. I have top-of-the-line equipment and they know how to take care of those things. They really know what they are doing. They came and quoted me a $1000 for repairing my oven. Then I called their office and told the lady that if I had to add little more money to the repair charges, I could buy a new oven. She told me that she would call me back once she checks on that and I gave her my oven's model number for her to call the company. Later she got back to me to inform that she has managed to get me the required electronic part for free and I just had to pay $60 for their installation charge. That was kind of them to do so and I really appreciate it.

I called Wilshire to make an appointment. My only disappointment was having to wait over a week for the next available appointment. On the morning of my 9am-1pm window, I was called shortly before 9am and told that my technician was called out for an emergency and that a different person would be available between noon and 4pm. I agreed to this and waited... Shortly before noon, Mike showed up and immediately knew what to do. He took the time to show me what was needed, performed the cleaning of my condenser, and finished up within about 30 minutes. So my only complaint would be the long lead time. But the work was excellent and the price was reasonable. Overall good experience!

My Sub-Zero refrigerator stopped cooling properly. I read several negative reviews of this company and was extremely hesitant to contact them. But i learned that they were the only act in town factory authorized by Sub-Zero, and this is important for obtaining OEM warranty parts and possible additional Sub-Zero support. They sent Jason out on the same day I called. Yay!! He was fabulous; technically amazing, efficient, happy, friendly, answered all of my questions and explained what he was doing. More importantly, he instantaneously and correctly diagnosed the problem, had the parts in his truck, fixed the problem (replaced evaporator), and cleaned the lines, replaced the filter, regassed the evaporator, etc. I was very impressed with his mix of skills and expertise. He was extremely honorable with respect to the estimate I was given. Granted the repair is very costly (for my situation, it included labor plus some of the unwarranteed items like gas...the evaporator was luckily still covered by the warrantee), but I think that this a given with any repair, and in particular, one to an expensive brand like Sub-Zero. So after reading many reviews I was resigned to the price and was just worried about getting the job well done and fairly. My refrigerator is back up and running after less than 2 hours. Jason was fantastic and I would not hesitate a heartbeat to have him come out again.

They found a leak that another company was not able to find and repair it, probably because they had the appropriate tools that the other company did not. They are the only local company authorized to work on sub-zero appliances by Sub-Zero. The technician who came out, Jerry, was outstanding and even honored a 10% senior discount on parts!

They did the installation as well and initially when they kitchen was remodeled they replaced the refrigerator also. They never miss an appointment and I have called them 5 to 6 times. I will use them again in the future.

Called to schedule appointment, only limited days available. Technician arrived within appointed time window. Technician did a competent job completing the repair. I was told by the office staff when scheduling the appointment what the cost would be($680.80). I was told this was the cost of the labor not the parts which were covered by Subzero warranty. This estimate was $200-300 more than another estimate I had obtained. When the technician presented the bill it was $680.80 but broken down into PARTS and LABOR. I had no choice but to pay the ENTIRE BILL, including BOTH PARTS and labor for a warranty repair. I was horrified by the blatantly dishonest scheme by the ONLY Subzero Factory Authorized Repair Company in Southern California. I will NOT use this company again. I informed Subzero of this company's action. I am EXTREMELY DISAPPOINTED in both Wilshire Refrigeration and Subzero!