ComplaintsforSub Zero Mechanical
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Complaint Details
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Initial Complaint
10/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Assigned by home warranty for upstairs HVAC tune-up (Mar. 20) and replacing damaged coil (Apr. 26) costing $1645 out of pocket after warranty. Afterwards, there was a drain line issue, so Sub Zero sent a tech diagnose with ************ would be free. Turned out to be other HVAC unit failing. Sub Zero accused me of not paying $120 invoice for this visit (never received it, did pay once I did). When other company came out for downstairs unit (Jun. 2), they noted and provided evidence that the upstairs coil install was not to code, including risk of carbon monoxide poisoning. Sub Zero sent a tech to fix (Jun. 12), but when other techs came to install new unit (Jun. 21), it was still not to code. Home warranty sent a third company's technician (Jul. 18) who reported the same. Eventually (Aug. 22) home warranty insisted that Sub Zero must be the ones to correct. Sub Zero sends out a tech to diagnose (Aug. 23), then schedules service weeks out (Sep. 21) so that cooler weather would let them start first thing in the morning. I reached out a few days prior to confirm, no answer until the day before where they did confirm the appointment. On the morning of service, no technician showed up. No contact until I called, at which point I was told the technician would be late. After repeated calls with later and later ETAs, techs arrived at 4:30 PM and did not finish until past midnight. Another part needed replacement, which was approved by home warranty (Aug. 28). Had to reach out to hear that Sub Zero was waiting on parts. Did not receive promised callback, reached out repeatedly between 5th and 9th with no response or callbacks. Finally answered on 10th, was told it would be looked into and was hung up on. Called back, told to expect a call by the morning (today, 11th). Did not hear from them, so I called, only to be informed they never received a purchase order from the home warranty.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.