Tri-City Appliance Service

Robert was the best technician we have ever had. He looked at our Wolf gas oven and knew within 30 seconds what was wrong. What was more amazing … he fixed it in 1 minute. So a pleasant, hard working man! We need more service people like him!

Since I’ve owned my Subzero and Wolf appliances, TriCity has been my service provider. Josh has been to my tech. Service has been great. Will be doing business again with them.

I appreciate that the company was able to provide a next-day appointment. Unfortunately, the remainder of the experience was extremely disappointing. I paid $195 for a diagnostic visit but did not receive a clear diagnosis. My Sub-Zero freezer had stopped working, and I simply wanted to understand the cause of the failure. The technician, Jon, repeatedly stated that the “cooling system” was broken, without identifying which component had failed. Initially, I was told the freezer cooling system needed to be replaced at a cost of $4,000. Within minutes, this changed to replacing both the freezer and refrigerator systems for $8,000. I was then encouraged to purchase a new Sub-Zero unit from the company for $15,000 with a 5% rebate. The constant changes in recommendations, without supporting evidence, were confusing and concerning. The visit lasted over an hour and consisted largely of repeated explanations and shifting conclusions. When I specifically asked which part of the cooling system was failing—such as whether there was a refrigerant leak or low Freon—the technician refused to check the refrigerant level, stating he did not want to use his gauge. After a lengthy discussion, he finally tested it, but only reluctantly. Throughout the visit, I felt spoken down to and not treated with respect. The technician’s demeanor was dismissive and unprofessional, which added unnecessary stress to an already frustrating situation. Overall, this was a very stressful experience. I expected a professional diagnostic service and clear technical information in return for the diagnostic fee, but that was not provided.

We bought a brand new Wolf speed oven, but had a problem where the door didn't want to close all the way. Called Tri-City in August and they said it needed a new hinge. "No problem, it's covered by warranty. We'll order one." A week goes by and I don't hear anything so I call them. "Oh, it's on backorder from the factory. We won't have it until December." Really? Did you maybe try looking elsewhere for the part? Ok, December comes and I haven't heard from them, so I call. "Oh, it's pushed to January now." January comes. Still no communication. I call them. "Oh, you're part is in. Would you like to schedule the service?" We'll crap, it's a good thing I called or I might still be waiting. Bottom line - they did good work, but their communication is non-existent and I feel like they didn't try at all to get it done faster. Six months is a long time to wait for a hinge for a brand new (expensive) appliance.