Common questions
Eleven questions we are asked on the phone, answered the way we answer them there.
- What does a visit cost?
- $129 flat. Credited toward the repair if you go ahead with the work. Written estimate before any repair begins. No work starts without your approval. There is no separate call-out charge, no hourly rate on top of the diagnostic, and no price that changes because of where in the county you are.
- Are you part of the manufacturer’s service network?
- Crosswater Appliance Service is an independent appliance repair company. We are not affiliated with, authorized by, or endorsed by Sub-Zero or its parent company. All brand names and model numbers are the property of their respective owners and are used only to identify the appliances we service.
- Which brands do you work on?
- Sub-Zero refrigeration only — built-in refrigerators, integrated column refrigerators and freezers, undercounter refrigeration, wine storage units, ice makers. That is a deliberate limit rather than a gap. One line of equipment means the parts on the van match the appliance in the kitchen, it means the service positions are already known, and it means we recognise the order in which this equipment fails. We turn down work on other brands rather than send a technician who is guessing.
- What actually happens on the first visit?
- The same 6 stages, in the same order, every time: 1 power and controls, 2 air and clearance, 3 door and seal, 4 temperature and defrost, 5 fill and dispense, 6 sealed system. The order runs from the checks that need a meter to the one that needs a recovery machine, because the cheap stages explain most symptoms and because a sealed-system reading taken behind a blocked condenser cannot be interpreted. You are told what each stage ruled out, not just what the last one found.
- How soon can someone come out?
- We work Mon–Fri 8am–6pm, Sat 9am–4pm, Sun closed. We do not advertise emergency, overnight or 24-hour service, because a two-technician operation cannot honestly promise it. Calls that land outside those hours are answered the next working morning.
- What is covered after the repair?
- 90 days on labor and 365 days on parts. Genuine OEM parts. The warranty covers the repair we carried out and the part we fitted; it is not a service contract on the rest of the appliance.
- Do you open sealed refrigeration systems?
- Yes. EPA Section 608 certified technicians — required to open, recover from and recharge a sealed refrigeration system. A sealed-system diagnosis starts the same way as any other: the same $129, measurements first, and a written estimate that states plainly whether the cabinet is worth the repair. It is the last stage of the sequence because it is the only one that cannot be undone cheaply.
- Do you have a shop I can bring an appliance to?
- No. This is a mobile operation serving Nocatee, FL 32081 and about 40 miles around it. Built-in refrigeration is not something you carry anywhere — it is fixed into a cabinet opening, often on rails, often behind a custom panel, and the work happens at the appliance, in its opening.
- My unit was fine after the storm. Can an outage still be the cause?
- It can, and it is worth saying out loud. Around 68 thunderstorm days a year cross this part of north-east Florida, and the multi-day outages that came with Matthew in 2016, Irma in 2017 and Helene in 2024 left a pattern behind: control boards and inverter electronics that survived the event and failed weeks later. If a cabinet has gone strange since an outage, say so when you call — it changes which stage we expect to find the answer at, and which parts travel with the technician.
- Is there a repair you would tell me not to do?
- Regularly. Built-in refrigeration is worth repairing far longer than a freestanding appliance, because the cabinet is fitted to a specific opening and replacing it is joinery as well as appliance work — but that is not the same as repairing anything at any price. Where a part is discontinued, where the lead time is longer than you can live with, or where the repair figure is a large fraction of a replacement, the estimate says so in writing. There are also faults that belong with the manufacturer rather than with us, and we will tell you when yours is one of them.
- Where do the reviews on this site come from?
- From customers, after the visit, in their own words. They are published with a first name and a last initial, which is as much as anyone agreed to put on a public page, and each one names the equipment and the village the call came from. The average printed above a block is the plain arithmetic mean of every review on the site — nothing is held back for being unflattering, and the four-star and three-star notes are on the owner notes page with the rest.
- What should I have ready when I call?
- The model and serial number from the rating plate inside the cabinet, and what the appliance is doing rather than what you think has failed. The serial number is what decides which version of a part fits, so it is the difference between one visit and two. “Cubes got smaller over the summer” tells us more than “the ice maker is broken”.
If the question you have is not here, it is faster to ask it than to read around it.