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The upper cabinet of my 17yr old sub zero 700tr was not cooling. I called and within minutes John B called me back. He was able to send a tech out in about 3 hours. Andreas came and within 15 to 20 min was able to diagnose there was a gas leak somewhere. I was offered 2 choices, fix just what was broken or fix/replace a few more components that may be at risk for failing in the future. The comprehensive repair was much more expensive but figured would give me longer peace of mind. On the spot and without doing any research, opted for the latter figuring these subzeros are expensive to repair. The tech had all the parts and got it fixed within 4 hours. My wife paid with our credit card. You may be able to save a bit if paying by check. Being the most expensive repair i've encountered, car or appliance, i looked up some of the parts afterwards. In some cases the markup was quite high. it seemed egregious. in hindsight, I would have to do more homework before agreeing to that price. ultimately I could have bought a different unit and saved some money. positives: responsiveness, fixed it quickly. negative: cost. Update: The owner, John B, reached out to me after reading my review. He agreed the price quoted at the time was likely high for the amount of work that was actually done on my unit. That price quote implied the unit may need to be moved, some water lines dealt with, or the tech would need much more time to fix. He offered a partial refund for the services provided and also offered to increase the warranty. Both gestures were welcome. It's clear he is focused on customer service. Because of his follow up and actions, I've increased my rating from 4 to 5 stars. They are a quality company that i would recommend