High-End Service

The initial process of trying to schedule a service call is very cumbersome. You either leave a message and wait for a call back which you then have to follow up on as no on calls back or wait on hold for 30min or more. Not conducive to “High End Service”. I had a technician come out that ended up damaging the interior liner of our refrigerator while doing warranty work. They sent the same guy out with a touch up pen. Needless to say this did not fix the gouge and was a poor repair. I expected the refrigerator to be put back in the same condition prior to their technician damaging the unit. That could be repair, replace a part, etc. As long as it was put back to same condition and the gauge was no longer there then I was fine. I was then told a “senior” technician would be coming out to perform a “special” repair. I was also told that the previous technician, that damaged our refrigerator, had been terminated. The appointment for this senior technician took more than 20 follow ups between calls and emails. They constantly made excuses on why he couldn’t come out and then said he was coming from out of town etc. Excuse after excuse. After 4 months the “senior” technician finally showed up and ended up telling us that there wasn’t anything he could do to make it better. So over 4 months of being patient was a waste. Then it was down difficult to reach the person in charge which not sure if he’s the owner or a relative of the owner but his name is Alex. He offered to provide $500 and us live with the damage. After telling him we wanted the unit back in the original condition prior to their damage and I wasn’t looking for a monetary benefit, he then offered $1000 to keep as is. I then told him once again that the $1000 isn’t going to make the gauge go away. Alex then stated that while he confirms that his technician damaged our property, the only way to fix it would be to replace the unit. I then told him he could replace the unit and not provide any compensation. After several days and follow up, Alex finally responds that he would turn over to his insurance company. The insurance company calls and states that High Emd Service confirmed to them that their technician damaged the unit but their limits of coverage are $5000. Once again, I told them I want the unit in the original condition and not money. The insurance adjuster apologized that they couldn’t do more but High End Service didn’t have enough coverage. I was confused how a company that claims to be “High End Service” and work on appliances that are well over $5000 on a daily basis that how they could only have coverage as if they were doing lower end appliances. If they want lower coverage then you’ve got to be prepared to cover any deficiency between your coverage limits and the cost to cover damages caused by an employee. I’ve sense sent several email messages and left voice messages for Alex to cover the difference in order to replace the unit and he has refused to respond or take any calls. I’ve reported them to Sub Zero and provided all documentation to them as well. They should not be an authorized service provider for these type of appliances when they won’t cover damages caused by their employees. Be aware and stay away from this company. It has now been nearly 7 months since the damage occurred and Alex refuses to do the right thing and replace the unit or cover the cost of the unit so we can replace it.

We had been directed to Mr. Appliance at first where they did a bait and switch with price. We then called High End. Brad was our serviceman and he was wonderful. He arrived on time, correctly assessed the problem and ordered the correct parts. He returned the following week and was finished installing within 30 minutes. He was courteous and very knowledgeable. I would definitely use High End and Brad again.

I had Bradley James (High-End Service) work on my Wolf range and since the range is expensive I wanted to ensure I had a top quality repair person. Bradley was outstanding! Very thorough and knowledgeable, made sure he corrected the problem the first time. I highly recommend High-End Service for Wolf / Sub Zero products

The technician came out, looked over unit and did not work on it. Complained of its age. My wife overheard the office laughing when he discussed it on the phone. Later, after he left, he called back and said they won't work on it. However, they still charged me the service call fee. I was told upfront the fee would be charged if they worked on the unit or not. I called a different repair service they came out and quickly diagnosed the shrader valve had failed and leaked all the Freon out. He replace the valve and recharged the Freon. This was less expensive than High End's service call charge. The unit has been working great for few weeks now.

Great. Have used multiple times and would do so again!

Fixed the dryer.