Box Appliance Service Co

Box Appliance is fantastic. They communicate well, are very reliable and do excellent work for a reasonable price. I have been using their services for years and would use no one else!
The technician is always on time and does a fantastic job — every time!

We have Wolf and Sub Zero appliances for 2 years now and there have been a few little glitches. That said… Box Appliance — specifically Rommel — is SUPERB! Rommel is so nice and friendly… but most importantly HE’S EXCELLENT at his job! He got our stuff back into working order quickly and cleanly AND he has give us some tips of things we can do to help ourselves. The scheduling people are also really great… they have great follow-​up and have carried thru on directions we have given them (example: please call husband’s cell at least 30 min prior to arrival.) We LOVE Box Appliance!!! My only problem with them is that I think they only work on Wolf/​Sub Zero!!! I want them to be able to work on ALL of our appliances!

I had occasion to use Box Appliance again for a different issue and as with my first encounter with this company everything was perfect. from the person who took my initial call to the technician everything was professional.
I was fortunate to have Walter come out again and as with the first encounter I had with him I found him to be friendly and knowledgeable. He was neat and took care of both issues that I had called about in quick order.
I will continue to use Box Appliace when ever the need arises, they are punctual and honest and I feel I received good value for the amount I paid.
Tpm

honest, punctual, and know what they are doing — the service guys are great

This review is over due. I contacted SubZero service because condensation accumulated on the bottom of my fridge and did not drain through. SubZero arranged Box Appliance for service. Box Appliance was easy to schedule. They called me promptly when there was a shipment delay. The technician, Vic, came. He is knowledgable, professional and friendly. He cleaned up the drainage hole, installed the new part, and explained to me every step along the way. He is very helpful in the way that he showed me how to DIY in case I run into the problem in the future. Compared to another local company that serviced my SubZero 3 weeks ago but did not fix the problem, Vic is superior! I am a happy customer of Box Appliance Service Co.

Great service — my Sub Zero hadn’t been cleaned or inspected in about 9 years, so I decided to give Box Appliance a call. Scheduling was very easy, and Francisco was terrific — very courteous and gave my fridge a thorough inspection. He pointed out some potential future issues without any pressure to repair them now and patiently showed me all the various parts of the fridge and how to clean them. Total cost was $ 140, which I thought was reasonable for the terrific service.

quick and professional repair of my refrigerator, thanks!

Excellent customer service! Had an issue with the billing and Monique followed up immediately and resolved the issue with her manager. I can’t thank her enough. Technician came out to diagnose the problem on time and as scheduled. I would recommend them and use them again.

I wish BOX appliance would service every appliance I own. Their entire operation is pro customer– timely, efficient, great follow up. Walter was my service person and he was simply outstanding– knowledgeable, efficient, helpful and overall just did a wonderful job and saved me the cost of replacing my oven. Another company could not even find the problem and charged me! Thanks Walter!
Best,
G.N.

We have a 18 year old all refrigerator made by Sub Zero, it wasn’t staying cold and had frost /​freeze build up on back wall. I called Box Appliance as they are the only authorized service company for SZ. We live in La Honda which is on the San Mateo County coast (kinda in the middle of nowhere) and it is sometimes impossible to get companies out here for work. But NO problem for Box Service! It all started with the wonderful woman answering the phone. she scheduled an appointment for the next day and said she would try to find an opening for that day (oh sure!).I got a call in about an hour that they could send a technician that day between 2 – 5! OMG. really? I received a call from Vic at 12:30 that he would be there in about an hour. and he was!
He found that we hadn’t vacuumed in a few years and there was a ton of dust/​dog hair on the compressor. $ 98.00.DONE.told me it should run fine and by God it does! Didn’t know about the vacuum thing and will be on it every 3 months. I couldn’t believe how easy we got off, we thought we were in line for a new $ 8000 sub zero. all this was from my bad housekeeping. Thank you Box Appliance, I Highly recommend you for your quick response, your friendly staff and wonderful Vic!

Walter was fantastic! He was prompt, efficient and kind as can be. I will definitely be calling Walter at Box for my Sub Zero repairs. Thanks!

The service on a Sub-​Zero wine cooler may have been OK (we only got the unit back yesterday), but Box plays fast and loose with invoices. A technician came to visit on July 2, 2015. At that time I signed on an iPad an estimate for $ 800 labor. He said he was emailing the invoice, but didn’t email it until July 10. Meanwhile, later on July 2, I got an invoice showing $ 400 labor, which I assumed was a revised invoice based on looking at the cooler. The cooler was returned on July 10, in the morning. The tech insisted that the $ 800 charge was correct and claimed no knowledge of the $ 400 invoice. My wife signed on an iPad for the remainder of the $ 800 estimate and paid the remaining balance. The tech said he was emailing the invoice at that time, but we didn’t receive it until after 9pm. The copy we received (not the copy my wife signed) has a labor charge of $ 1,200, and shows we still owe $ 400. We won’t pay.
Takeaway: Don’t ever sign on an iPad with these folks. Always demand a paper invoice that can’t be modified after signing. We will be following up with Sub-​Zero and the DA. We are «older» folks, but aren’t easily scammed by electronics (I work in computer software).

Box Appliance is one of those companies who really knows what they’re doing. Walter fixed my Subzero refrigerator and their staff was great in setting up the appointment. It all went so smoothly – very unlike many other appliance and home repair jobs. I recommend them 100% and I am a very tough customer to please! :)

Walter was fantastic! Professional, on-​time, and very courteous! I will definitely use Box for all Subzero repair in the future. The scheduling and billing was seamless and I really appreciated that I was able to make a next-​day appointment for a time-​sensitive issue.

Good news: The box appliance repairman quickly identified the issue with my subzero fridge. He identified the issue and replaced the evaporator in less than an hour.
Bad news: Box appliance charged $ 580 in labor for less than an hour of work.
If you care about cost at all, use someone else and get it fixed for a much more reasonable cost.

I agree with other reviewers that the $ 98 ‘diagnostic’ call out fee (which doesn’t count towards the resulting repair costs) is exorbitant.
The first time I called Box Appliance I waited a few days for a technician to come diagnose the problem, then a couple of weeks for them to acquire the requisite part and come fix my freezer. In the end I had 4 call outs before the job was finished, and it took around a month.
And the quality of the repair is variable. I had the same technician out literally 3 times, and he failed to find the fault with our freezer. The job was then passed to another technician, who found the fault first time and fixed it. The second guy also (happily) came to fix another leak on the fridge 6 months later, and was again very prompt and efficient. And he was able to come the day after I called. He even came early.
So the quality of your experience with Box Appliance very much depends on who you get on the job, and whether they have any scheduling gaps. If you get the right guy at the right time, they’re fantastic, and I don’t mind paying a bit more for good service. But if not, it can be a frustrating and expensive process. Roll the dice.

Vic Paule and Jesus Lopez from Box Appliance just came to our client’s house and fixed the water line on our Sub Zero refrigerator freezer. They were **amazing**. They arrived on time, determined what needed to be done, got right to work, had all the tools and parts to do the job, and fixed a difficult problem efficiently and correctly. They were also very nice people to work with – personable and interested in making sure I was satisfied. I would highly recommend Box Appliance to anyone needing help with their appliances. Oh yeah – the service desk person who originally helped me schedule my appointment was awesome too AND they even called 20 minutes before my appointment to say they were on their way. Truly awesome service!!!

I called yesterday (Tuesday) because our office dishwasher was broken. I spoke to Rose and she was super sweet while trying to schedule the repair service. She told me that they unfortunately couldn’t get anyone out to our office until Monday. I was desperate so I asked if someone could come outside of our office hours but there were no appointments available. She said she would try to squeeze us in if there was a cancellation. To my surprise, I received a call from them this morning (Wednesday) and the repair man already came and fixed the problem. He was really nice and showed me exactly what the problem was and he made sure I knew how to fix it just in case it happens again. :)

Update as of 1:30 PM on Jan 26 2015: Just received a call from Albert, Service Manager, who apologized for the difficulty, offered to refund the service fee and have a senior technician come and check out our refrigerator for free. I am feeling much better about their interest in providing good customer service though would have appreciated it if the same attitude was more widely dispersed through the organization rather than the initial response we received to our issue.
Original review: Jan 25 in the AM:
We had a technician come out and work on our functioning but very old Subzero refrigerator. He diagnosed it as a «ticking time bomb» and we paid $ 140 for a service in which nothing was really done but an evaluation of the refrigerator. I did not mind paying the $ 140 since I had agreed in advance to doing so to have the refrigerator «serviced.».
Well, that night, which was a Friday, when my husband opened the freezer to have ice cream for dessert, the ice cream was melted and all of the food in the freezer that had been frozen was defrosted. Pain in the neck. I put a stop payment on the $ 140 check and we contacted them on Saturday morning but, of course, they were closed for the weekend so we were left without a functioning freezer. Later that afternoon, we were looking at the freezer to see if we could diagnose the problem and we realized that the technician must have turned off the freezer and forgotten to turn it back on. Nice! We turned it on (a very hard to locate switch we did not know existed so it wasn’t turned off by mistake).
The freezer was working fine with the switch in the «on» position so I sent an email offering to pay for the service. They did not bother to apologize or even offer a discount for the inconvenience of our food being ruined. They just said they would «let me know» if they had any issues with the credit card payment. Unbelievable!
They have a great website and terrible customer service. It makes me think twice about buying a Subzero for my next refrigerator if this is the authorized service provider. I don’t EVER plan on doing business with Box again.
If they want to service high end appliances, they should train their staff to act like a high end service company.

Box has very qualified technicians who are helpful and knowledgeable. How they chose to work with Box, however, is beyond me! Their scheduling is a (really bad) joke for whoever has a day job… tried to schedule a repair job 10 days in advance. It’s Monday afternoon, and these clowns, as some other reviewer put it, still can’t give me any information whether they’ll show up in the morning or afternoon!
Arrogance at its worst… will never call them again.

How these clowns got to be the representatives of the high-​end appliances such as ASKO, Subzero or Wolf is a complete mystery. If those companies knew how they are being represented they would pull the service contracts immediately. See the bad reviews on Unilocal… our experience is IDENTICAL.
Our ASKO washing machine broke about 6 – 7 weeks ago. We were directed to call Box for repairs since it is still under warranty. We now know it always takes a full week for them to do anything. So, it takes a week to call us for an appointment and so we get an appointment for another week later. They come out (finally) and replace the motherboard (computer) and that does not fix it so they have to take it to the shop to replace the motor. But it will not fit on their truck. The appointment to even pick up the machine takes… you guessed it, one week. So, a week later they come and pick it up and let us know they have to order the parts… why not order the parts while we were waiting a week? Another week goes by and they put in a new motor and that doesn’t work, so they have to order more parts to replace the pump and guess how long that takes… yes, another week. So, another week (ten days) goes by and that doesn’t work… So, now ASKO has agreed to replace the machine completely, but for warranty purposes it has to be picked up from our home when the installation company comes to put in a new machine and retrieve the old machine. Just got off the phone with Box… GUESS WHAT?!? It will take BOX APPLIANCE A WEEK TO EVEN RETURN THE THING! Meanwhile we have been without a washing machine for about 6 – 7 weeks…
Either they are completely understaffed or completely over booked… one or the other, but what it means is their customer service on behalf of ASKO, Subzero and Wolf is TERRIBLE. These guys suck and are actually less responsive and slower then the huge companies they represent in the Bay Area… Avoid them unless you have weeks on weeks to spend on your problem.

My old but very expensive Sub Zero ref/​freezer stopped getting cold on the refrigerator side. The factory refereed Box to me and after calling and being informed of a large service call charge of $ 98, which is way more that any other appliance repair service, I asked them to come on over to fix it. The inexperienced serviceman looked at the unit and told me it was too old to fix and that I should replace it. Since I don’t have a spare $ 22k for a new one so I told him to leave.
I called around and found a local service company that came out immediately and fixed my refrigerator in no time and at a reasonable price. I called Box back to see if they out refund my charged payment and was told some one would contact me. Nothing…

Don’t use anyone else if you have a subzero. They are the only guys that know these fridges. They completely rebuilt mine with parts covered under warranty 12 year warranty.
Two other repair companies charges me both parts and labor. Parts that should have been free.

Since moving into our new home, I have had a few contractors come out to do work around the house. It’s been a HUGE hit or miss with these people, especially with appliance issues, but I can’t express enough how happy I am with Box Appliance. My rep was Kelly who supposedly covers much of the Peninsula (SF Bay Area). He came to do the diagnostic on my Wolf stovetop which literally exploded (THUMP!) one day while I was simmering stew. A scary situation to say the least. He came in the early part of the window and took his time going over each burner. All gaskets needed to be replaced amongst other things! Luckily, I struck gold and didn’t have to pay a dime since it was covered under warranty!!!
So, in my experience, warranty jobs like mine don’t usually get the enthusiasm from repair people as paid by customer jobs. But his service remained great when he came to replace the parts yesterday. Just to make a point on how impressed I was with him during the initial visit, my appointment was postponed twice because he was out sick. I could have had another repair man come out earlier, but I opted to hold out until he was better.
Ok, I can’t forget to give props to the wonderful girls, Erin and Stephanie, who arrange these appointments and are the frontline of the company. Such great customer service! They were always prompt to respond to my emails and really made every effort to contact me (cell, home, email) every time!
After reading other comments, I wish others were able to get the service I did.