Appliance & Refrigeration Hospital

The service tech repaired our Sub Zero drawer refrigerator and did a great job doing so, BUT. He gave us a verbal quote and stated the total cost without any itemization. When I got the invoice to see what the costs were, I was shocked. I assumed there were a lot of parts and the parts were the majority of the bill. I was wrong. The parts were few and the cost of labor equated to over $500 per hour. I called the company and spoke with a gal who stated the charges were correct and went on to say how this was all high end specialty work, to try to justify the extreme over-charges. She sent me a PSA flat rate PDF which she said they adhere to for charges. When I looked at it, it said the charges should have been $385 for two hours...not over $1000. I called Sub Zero to find other repair companies in Portland. There aren't any. All the other repair people I spoke with stated Sub Zero makes their parts so hard/impossible to get, so they don't service Sub Zero. I told the rep at Sub Zero if I knew then what I know now, I would have gone with any other brand that will allow many different repair people to fix them. The reason Appliance Hospital is so ridiculously expensive is that they are the only ones in town that can repair them--and they know this. If either of my Sub Zero appliances need repair in the future, I will instead rip them out and get any other brand. The bottom line: Don't buy Sub Zero appliances--they are very expensive from the start and even more-so to repair; and don't let Appliance Hospital repair anything--they over charge because they know they can get away with it.

Have used Appliance and Refrigeration for years. They have become insanely overpriced. The latest- $300 labor charge (plus $100 for the part) for 30 minutes work

Terrible. Have used them for many years on a number of our appliances, but booked an appt 3 weeks out for pilot light repair on Wolf BBQ. They called the night before ( twice ) informing that tech would arrive between 8 & 9. Called 8:30 AM day of to let me know that tech would not be coming as they did not work in 40 degree temps. ( they have in the past ) but they could book me for sometime in the spring when weather is in the 60's Really? Dead BBQ until then? Said if I could move it inside, ( natural gas hook up of course ) they could work on it. Really? How would they feel about scheduling their morning to be home for their water heater of heater to be worked on, only to be told they'd have to wait till spring because the garage or outdoor utility closet was too cold? Either they have lost any concept of customer service, or.... they just don't want to work on Wolf BBQ as there are not too many around, but can't say that to Parent company Sub-Zero? Never use again !

The freezer part of our 30 year old Sub Zero refrigerator stopped working. Two different professionals advised us to call Appliance & Refrigeration Hospital. I called and they were able to schedule Dr. Grant to come out the next day. He arrived on time and was professional, efficient and nice. It was obvious Dr. Grant knew what he was doing. He explained to us that we had a 30 year old refrigerator/freezer and we were having problems that occur with a unit that old. Dr. Grant gave us a detailed explanation of what could be done to fix the unit although that would likely be a temporary fix and why. We had a discussion regarding the pros and cons of a repair that may not last versus the option of purchasing a new unit. Dr. Grant gave us all the information we needed to make an informed decision and clearly had our best interests in mind. For the call he only charged us $109. They provided excellent service from start to finish and we would not hesitate to call them again. I give them a high recommendation.

This business is the only certified Sub Zero repair company in the Portland Metro area and so, we are forced to use them. I have never had good service from them, but the last time, the tech showed up 30 minutes prior to the scheduled appointment window. It was a Friday and he refused to wait for me to arrive home. I had already taken the day off work to be home for this repair. I called the office to ask for him to return and they refused stating they would have to reschedule in two weeks! Unacceptable. Thankfully Sub Zero has excellent customer service and they made Appliance Hospital send a tech back out to service my refrigerator immediately. If you can use a different company, I would strongly suggest you do!

Great! Now home insurance to repair the floor

Mysteriously, the pan was filling with water, leading to the dishwasher stopping work. Doug's first visit was thorough and he suspected the filter plugging up was the problem. The problem recurred however and Doug spent over an hour observing the entire cycle and finally caught the problem: a pistachio nut shell in the drainage tube was leading to intermittent back flow! Problem solved and he did not even charge for the second visit. Very careful, intelligent diagnostic work up

Don't even think of using these people. Had a problem with my Whirlpool dryer. Called Whirlpool, figured out the very likely cause of the problem, and they scheduled me with ARH. That was at 10 AM. About 4 PM I called ARH just to confirm the appointment for the following day. After 10 minutes, the scheduler could not find the appointment. When I let her know it was done through Whirlpool, she said she needed to check with the other scheduler, who handles all the Whirlpool scheduling. After another 5 minutes on hold, she comes to say that tomorrow's appointment can't be honored because they don't bother to look at Whirlpool requests for 24 hours. Tomorrow's slot that Whirlpool scheduled for me was no longer available. Huh? The earliest they could come would be another 2 days. What time I asked. Scheduler could not say - I would have to be available all day between 8 and 4. Whirlpool had scheduled a 4 hour window with ARH. I asked why the ARH scheduler couldn't do the same. She replied that they would call me the night before with a 4 hour window. And you thought Comcast was bad? Really? Whirlpool feeds you clients and you don't bother to follow up until you've filled the time slot you told Whirlpool you had? Unprofessional in the extreme. I imagine their repair skills are the same. Just stay away. As for price, I didn't pay anything. Instead, I found someone else. However, I note that the price for the initial service call from ARH was 25% higher than the company I've got coming out now.

Don't hire these guys. They caused thousands of dollars in damages to my kitchen and refused to take responsibility. They came out to repair a dishwasher. The problem was a broken water intake valve. The time from the valve breaking to them coming to repair was 10 days. The technician pointed out that our dishwasher has a pan to catch water leaking from exactly this type of problem, and no water had ever appeared under the dishwasher or on our floor before he arrived. After his first diagnostic visit (he didn't repair it on the first visit), I returned home hours later to a flood of standing water in my kitchen that extended underneath cabinets where it could not all be mopped up. It wasn't an ongoing leak, but the damage to my hardwood floors from him spilling water and not cleaning it up was extensive -- they are warped and buckled and ruined. It took me over a week and about 8 phone calls to get a supervisor to call me back and when he finally did he was rude and dismissive and refused to own up to the damage his technician caused. He tried to blame it on the broken valve, and wouldn't listen to reason that there had been no standing water for 10 days, and that his technician explicitly pointed out that the pan had caught all the leak. Shameful. I understand that things happen and sometimes people screw up, but part of being an adult is owning up to your mistakes and being honest. Not this company. I called them for a $300 repair and ended up $3000 in the hole.

Came out to see what was wrong with refrigerator and give estimate as needed. Said water filter okay. Seeemed to work fine after tech left but didn’t change water filter until 3 months later. Problem back again. They won’t send a tech back out to look at water filter again with no charge - even though clearly there is still a problem - because after 60 days when they first made service call. Ridiculous. This isn’t a black and white issue...problem still exists...so why should I have to pay 99$ for someone to come back out? Horrible ethics.

Technician was skilled, and pleasant, however the job only took about 25 to 30 minutes, but I was charged $202 for labor. He did discount the part by 10% (I guess) to help out. Not sure if I would call them again, the price seems high, total bill was $336.00.

I just found out a few days ago that back in 2013, before the technician fixed the problem, he asked for the receipt & assured me the problem was a recall and the service will be covered by the manufacturer. I got the bill and called to verified what the technician had told me, and the matter was closed so I thought until I needed them to come fix another appliance last week. They said they will NOT come service anything in my household because of a $250 unpaid bill! I was SHOCKED, I have NEVER had an unpaid bill, and after I found out what the reason was, I was more shocked. Asking to talk to a supervisor got me nowhere, he said because they had to write off my bill, they can't come for any service anymore. They didn't take responsibility of the error from their technician and treat me as if I am in the wrong! I also filed a complaint to the manufacturer to seek other service companies to warrant their products!

Tech said the refrigerator was toast, but fixed the microwave - there were four parts resembling fuses you'd find in your house breakers. The tech changed them out in about 30 minutes and said parts were $12 each vs. more than double the cost to get them from the manufacturer. The total bill was for over $300, putting his time at around $262 if we round up to an hours worth of work. It would have taken anyone in my house that amount of time to google it and fix it, and we would have saved money buying OEM parts. Their customer service after we called them on it was terrible - both in timeliness and the fact that they stood by their pricing. They even went so far as to recommend we use a more reasonable vendor in the future.

Repair day arrived as did Joel and Nat. They examined the fridge in detail and wound up replacing the compressor only. They were quick, professional and explained each step. The final price was right in line with the quote for replacing the compressor. Well done.

The man did a good job. He was fast an efficient.

Joel, the technician who serves North Clark County (WA) was punctual, knowledgeable, professional, and efficient and effective. He arrived ahead of the designated time, immediately diagnosed the problem, repaired the problem, and offered suggested tips to enhance the care that was not contained in the user manual.

The 2.5 star rating says it all by itself, being generated by MANY unhappy customers. I have been in the appliance industry for almost (20) years, and Appliance & Refrigeration Hospital has the WORST service in the industry, you'll be far ahead to call anyone else who does appliance service. This comes from years of experience working with them, or I should say, attempting to work with them, They will change any story, and ALWASY blame everyone but themselves for ALL problems, when in reality, THEY ARE THE PROBLEM! I had a service call scheduled for a June 13, 2017, made the arrangements to miss work for the appointment, they then cancelled the appointment and re-scheduled it for June 14th, and when they did, I explicitly told them that I had a cancer check up and the doctors appointment was in the afternoon, therefore I would need an AM appointment. They then show up at 1:09 PM, and of course I'm not home (at my cancer check up), and then they cancel the service call all together. This is the way they operate their business on every level, as witnessed by so many other people on here as well. Call anyone who will treat you (the valued customer) with respect.

I've recommended people. They come out to my house. Sean is great, he goes the extra mile. He suggested since the range was just a few years old since it was just out of warranty, he suggested that I call and tell them that it should last a little longer than two years and one month. I did that and after they gave me some gas and I said one of the reasons I got so got the range was because I had read on internet sites that you have good customer service, is that true? She said we will send you a new one, and they did. It was pretty simple, I'm glad he suggested that.

Dryer was fixed quickly, and at about 1/3 the cost quoted from Standard TV and Appliance.

Water leaking from refrigerator. They responded quickly. They email you a "track your technician" link which is really nice to know exactly where he is at in his list of calls. Came early, very professional, diagnosed and fixed the problem for the $89 service call fee. Would hire again.

Replaced door gasket and control panel.

Perfectly! AJ scoped the necessary work, ordered the parts and returned in a reasonable time and performed the work promptly and expertly.

I waited 2 weeks for this appointment. I understood that ARH would not accept the extended warranty coverage, so I told them I would pay for the service (and get reimbursed by the warranty company). I got the recorded call the night before to confirm. I rushed home from work to be there at the time of the appointment. When no one showed up, I called. Janet read a note on the computer saying I had OKed canceling the appointment. She had Tammy call me, who said she had personally told me the appointment was canceled and I approved. This was a total lie. Her solution was that she could maybe schedule someone next week (when I could not be there) or the week after, at best. I AM HIGHLY DISAPPOINTED IN THEIR POOR CUSTOMER SERVICE.

"Dr." Ray has done work for us before. He was able to perform the work Jan 3rd right after the holiday. The problem was the washing machine was out of level. He has always been honest and careful not to over charge for his work. He is the one repair person we trust with our appliances.

Very professional service, prompt, tidy, great problem solving & explanation of the problem. Did not overcharge!