Terms of service

Who we are

Monterey Bay Sub-Zero Service, an independent appliance repair service operating across Monterey and Santa Cruz counties. Independent appliance repair service. Not affiliated with, endorsed by, or acting as an agent of Sub-Zero Group, Inc. or any manufacturer. Brand and model names are used to describe the equipment we service.

The service call

$89 service call, waived when you book the repair. It covers attendance and diagnosis. If the repair is booked with us, the fee comes off the job. If it is not, the fee stands and you keep the diagnosis.

Quotes and approval

Repair work is quoted after diagnosis, in writing, with parts and labour itemised, and it includes a return visit where a model-specific part has to be ordered. No work beyond the diagnosis begins until you approve that quote. If a fault turns out to be different from what the quote assumed once a component is opened up, we stop and re-quote rather than continuing.

Parts

Genuine OEM Sub-Zero parts are used wherever the part is available. Parts carry the warranty offered by their manufacturer, which is stated separately from our labour warranty on the paperwork. Some components for the oldest units are discontinued, and where that is the case we say so before taking the job.

Labour warranty

365-day warranty on labor, covering the work we performed on the fault we diagnosed. It does not cover a different fault appearing later, damage from misuse or flooding, or a repair that was declined at the time and has since caused a further failure.

Access and safety

We need safe access to the appliance and to any electrical supply or water shutoff that serves it. Built-ins sometimes have to be drawn out of their cabinetry; where flooring or surrounding joinery makes that risky, we will say so and agree how to proceed before moving anything.

Manufacturer warranty

Where a fault appears to fall within a warranty the manufacturer still owes you, we will tell you so you can pursue that first. Checking it is your decision and your right, and we would rather flag it than take work that somebody else should be covering.

The guidance on this site

The technical pages here describe how these appliances fail and how they are diagnosed. They are written to help you understand what is happening and to have a better conversation about it. They are not instructions to carry out repairs. Refrigeration circuits are under pressure, some units use flammable refrigerant, and appliances of this size are mains powered and heavy. Sealed-system work in particular is regulated and is not a home task.

Cancellations

Let us know as early as you can if a booked visit will not work, so the slot can go to somebody else on the route that day.

Governing law

These terms are governed by the law of the State of California.