First Rate Appliance Service LLC

Terrible customer service. They came to do warranty work a few months before Covid hit in March 2020 to fix "dial" drift on my Wolf 8 burner stove. They also took the sides and front off the stove to replace for scratches in the stainless steel. The side 18inch oven was never used. When I tried to turn it on, it did not work. I called them to schedule a service call and then covid hit. They canceled all service at that time. I finally scheduled them to come back after waiting almost a month. Then the day of service they canceled on me because an employee called out sick. A week later they came (without any notice or phone call) and fixed the problem stating the unused oven needed a new circuit board for $500. They also said the solenoid would go soon and wanted to know if I wanted that replaced (on an unused oven) They repaired the oven and left. Less than an hour later I tried the stove burners and one would not turn on. I left a message and the following day was told no one could come back for 2 weeks. The receptionist over the phone stated I must have spilled water on it. The burner was not used. It was obnoxious. I spoke with the manager who had left for vacation and was told I would be put on a cancellation list. Both the receptionist and manager both alluded to the fact that they were too busy, related to covid, to provide more appropriate service. Save yourself the headache and use a different company. This company is like all too many right now, too busy to care about customer service or doing things properly. Integrity is lacking.

Found on Wolf website as we have only owned our home for a year and have never had these types of high end appliances before. Called and booked service, very reasonable onsite & diagnostic fee. They gave me a window and promised to call at least 15 minutes in advance; which they did. Serviceman was Shawn E. Super impressed when he showed up and before he set foot in my door, he put on booties; didn't even ask (awesome)! Very nice guy, was kind and mellow with my noisy pets, laid down pads to put all his tools on and a large pad for the floor where the dismantled equipment would go. This is super professional and thoughtful! He got to work right away and I explained our issues with the microwave. He was pretty confident he knew what was wrong and he was correct! It wasn't cheap, but the unit isn't to begin with. He gave me the reason the part usually goes bad and sure enough we were doing something incorrectly that caused it. So his information will help me avoid another breakdown in the future. He also told me about a maintenance service they offer on my SubZero fridge and squeezed that service in for me while he was there. I was thrilled with their service which is 100% attributed to my impression with Shawn E.'s service . I would not hesitate to recommend this company and him! I hope not to need their service again, but if I do, I will most certainly use them. Thank you again Shawn!

While the repair was quite costly, the tech promptly diagnosed the issue and it's now working well. I was surprised that they could come so quickly (I want to say it was within a day or so) and they had all the parts they needed on the truck. I had expected it was going to be one of those send away for the parts type situations since the unit was old but they had what they needed, fixed it and went on their merry way.

AWFUL - they do not stand by their work!

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We got a quick appointment, Ray came out and checked the dishwasher, had to order parts and would get back to us later in the week, which he did. He was knowledgeable and professional. Gave a B on the price, seemed high but probably the going rate.

they were prompt on appointment at 8am , told me that the wine cooler needed a new seal system repplacement that requiered new compressor,evaperator,valve,t-fitting ,and lower evap thermistor .they told me that they needed to take unit to thier shop to do the needed repairs. All of the parts were under warranty and thier labor would be $785 plus tax . This was the second time I had used them to repair a subzero appliance that was in a couple years of purchase .They called me the next morning that they finished the repairs and wanted to reinstall the cooler . They gave me a 90 day gaurantee on thier workmanship . It been 23 days so far so good .

They were very prompt, repairs went quickly, and the parts were on-hand. I am very satisfied with the service I received.

I am not sure how it went because I was not present during the service call.

First Rate appliance is a factory authorized service provider for Subzero and Wolf appliances. I used them last year for a big job to replace the condensing unit of my Subzero refrgerator. So they were the first people I called to fix my ice maker of the same refrigerator. I called them at 9AM and they were at the house within 2 hours. They replaced the ice maker which had gone bad and also performed the annual maintenance of the refrigerator. Ray and his colleage were the same folks who came out last year. They are very personable and friendly and offer valuable advice of how to keep these high end appliances in good shape to ensure a long life span.