Business Profile
Major Appliance Dealers
Sub-Zero, Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 47 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/20/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a *************** in late 2020, and we immediately experienced issues with it. *****, a ****/Cove authorized dealer, replaced it for us, but the problems didnt stop there. Every year since, **** had to deal with recurring issues. Each year, **** had to call a Cove-authorized appliance technician to come and fix the machine. Weve consistently reported these problems to Cove/Wolf, and despite the repeated issues, theyve refused to replace the dishwasher. Over the years (2020, 2021, 2022, 2023, 2024), **** had at least two service calls per year where technicians have had to replace failed parts. Knowing their product was defective, Wolf/Cove extended our original warranty until 2027. However, they still refuse to provide a replacement machine, even though the issues persist. A week ago (Jan 2025) had the same issue come up again, were now facing yet another pump failure, further proving that the issues with this machine are ongoing. As a family with two young children (ages 4 and 2), we rely heavily on this dishwasher and cannot afford to be without it for weeks at a time while waiting for parts and repairs. This has been an incredibly frustrating and disappointing experience, and I believe it reflects poorly on Wolf/***** commitment to customer service. If I had known about these persistent issues, I would have purchased a lower-cost dishwasher at a fraction of the price. At least with a less expensive machine, Id have expected it to last only a few years and could easily replace it. Instead, we invested in a high-end Cove dishwasher with the expectation of quality and reliability, but weve only encountered repeated failures and subpar customer support. Im seeking the *********************** assistance in resolving this matter, as Wolf/Cove has failed to provide a satisfactory solution despite years of ongoing problems.Business Response
Date: 01/21/2025
******************** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.Initial Complaint
Date:12/03/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i bought my new kitchen appliances 2 months ago and spent over 60k all are wolf and subzero my new cook top kept shuting off in middle of me using it then the day before thanksgiving it just died its says error 47 when i called sub zero they were closed for holiday so i had no way to cook my food for my thanksgiving so the i finnaly got thru to them monday morning they said to call a place high end service i did they said they cant come out for 11 days then i called back and yelled at them and they said in 2 dys we will be out today they came out and said it needs new control part i said why would it need a new anything we just bought it so i called back subzero spoke to a *** ***** who said if you dont like it thats the way they do things there if we fix it and it breaks again then we will replace it and that takes 30 days i tried filing a complaint with company but they dont seem to care all i asked for was to replace it i never thought this is how subzero would treat there custumersBusiness Response
Date: 12/04/2024
******************** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will have a member of our Customer Advocate team make contact with the customer today.Initial Complaint
Date:10/28/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got Subzero Freezer DEC3050FI (sn ********) and Fridge DEC4650R (sn ********) installed at march 2024 by ***************************, ** and registred on SubZero site. Bith units are still experience the quality issues cant be fixed for several appointments, calls and many emails 1. The WiFi is not stable on both units and loosing connection to cloud time to time going offline. The support is not able to help and giving me the wrong advices for many months. Working now with subzero rep ***** ***** with not success 2. The door on Fridge DEC4650R is not working properly and local company Hometown Hero appliance and repair after several appointments are waiting for parts for long time and parts are still on back-order Please contact the Subzero to complain about quality concernsBusiness Response
Date: 10/29/2024
******************** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will have a member of our Customer Advocate team reach out in order to resolve this matter with the consumer directly.Initial Complaint
Date:10/08/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought this stainless steel refrigerator 2 years ago. For last few days, we noticed that its entire front which is supposed to be stainless steel has started rusting. Every time we wipe it with a clean paper towel or a clean cloth, it leaves a dark brown residue as shown in attached picture. This indicates that manufacturer has used poor quality steel. I called customer service and they simply told me to follow cleaning procedures to avoid this from happening but are not standing by the product.Business Response
Date: 10/09/2024
Sub-Zero Group, Inc. is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.Initial Complaint
Date:08/20/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased 5 Wolf/Subzero appliances, 3 of which did not work out of the box: the Subzero 48" Pro Fridge, Wolf 33" Double Ovens, Wolf Hood/Ventilation. The range top and cove dishwasher worked. After 4 service visits, undiagnosed problems, several parts replacement, and a planned 5th visit to continue trouble shooting, we asked that the 3 appliances be replaced. We had to push, but they agreed to replace the ovens and hood but not the fridge. They set up two more installation visits from two different repair groups - one for the ovens/hood liner and one for the vent/blower. Wolf/Subzero did not respond to our request for assistance in scheduling the service visits on an accelerated timeline (both repair groups were booked solidly) and in coordinating the efforts of the two groups since each was installing different parts of the same vent unit. Ultimately there were more issues (e.g. one team showed up to the service appointment without the blower replacement part and were unclear of the purpose of the visit). It total, we had 6 service visits, 9 weeks of an unusable kitchen, and many disappointing outcomes/delays. Given our experience, we have concerns about the reliability/quality of Wolf Subzero appliances and the likelihood of expensive repairs in our future. We also have a much diminished view of the level of customer service/care we can expect.Business Response
Date: 08/21/2024
Sub-**************** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.Initial Complaint
Date:07/15/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I purchased 2 subzero refrigerators from Pirch on 12/28/24. Proposal number QUO-****** for $18,174.83. The units were installed about a month after ordering. One of the units stopped cooling and I contacted Box Appliance on 6/25/24 at ************ and they sent someone out on 6/26/24. They repaired it and the issue happened again. They sent the same tech out on 7/10/24 he repaired it and athe same day the unit stopped cooling. I called back and they sent the same tech on7/15/24 and after 1 hour of him leaving the error code showed up again.Business Response
Date: 07/16/2024
Sub-*********** **** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.Initial Complaint
Date:07/11/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a built in SubZero refrigerator and it was installed in May. It was missing a dairy shelf. I notified SubZero and was told it was an ongoing problem and a shelf was put on order with an anticipated deliver of a few weeks. Its been two months. I see other complaints on the BBB site of people waiting 5 months for the same shelf. I paid mid 5 figures for an appliance missing a part. I dont want another canned apology that I see on this site. I want what I paid for.Business Response
Date: 07/12/2024
Sub-*********** **** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.Customer Answer
Date: 07/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Please type your response here.]
Regards,
*************************Initial Complaint
Date:06/21/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Missing dairy compartmentBusiness Response
Date: 06/24/2024
Sub-*********** **** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.Initial Complaint
Date:05/21/2024
Type:Delivery IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are missing our dairy compartment for our Subzero that was ordered in 2022 and delivered in December of 2023. Per the attached email, the delivery date of the dairy compartment has been pushed out for the 2nd time. I want resolution of this issue immediately as there is no excuse for the continued delay of a part that can be made by any number of suppliers. We've waited 5 months for this part which is more than reasonable and our patience with **** is now over.Business Response
Date: 05/22/2024
Sub-*********** **** is very committed to customer satisfaction and takes these matters very seriously. We have reviewed the information provided and will work to resolve this matter with the consumer directly.Initial Complaint
Date:03/09/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a new Sub Zero refrigerator in June 2021. It was finally delivered a year later (summer 2022) and did not function properly. Following several attempts by the ****************** Representative that did not solve the problem, Sub Zero replaced the refrigerator with a new one in August 2023.The new refrigerator was delivered without one of the shelves (the Dairy Compartment) on the inside door. When I contacted Sub Zero by phone to get the Dairy Compartment shelf, their **************** people said its delivery would be delayed. The Dairy Compartment shelf was finally delivered on 12/13/23 and it was broken!I have contacted **************** many times since and have not received the missing Dairy Compartment shelf. Their **************** people seem less and less interested in solving this problem each time I call, to the point where they put my call on hold and then disconnect the call.Business Response
Date: 03/11/2024
Thank you for contacting our ************* Team. You will receive an email notification from *** with a tracking number when the order ships to the address you provided. The shipment is expected to arrive Quarter 2 2024. Your order number is: ***-262514N0. We are truly sorry about the delay with your dairy bin compartment.
We appreciate your understanding and encourage you to contact our ************* Team at **************** with any further questions or if you need assistance with installing your storage bins. Our contact center is available Monday - Friday 7:00am - 7:00pm Central Time
Sub-Zero, Inc. is NOT a BBB Accredited Business.
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