Working with Clarke Service has been one of the WORST customer service experiences I have ever had. It's been a 15 month long saga turned nightmare. They came out in the early Fall of 2021 to service the freezer in our Sub-Zero which had stopped working. The tech told us it needed a new compressor which would cost over $1,500 to replace. We paid the $170 diagnostic fee and told the tech we'd have to save up for the work. We spent a year using our old freezer in the basement while saving up and then called Clarke to come back out for the repair. After a few minutes the technician told us he made misdiagnosis - the freezer had a leak somewhere that made it "un-repairable". Then he actually asked me for another $190 for "re-diagnosing". When I objected, he told me he would let the office know what happened and they would probably refund it to me. When I asked him if we could talk to them first he gave me the number but said he had other calls to get to. I called from the next room and waited on hold for 20 minutes but then came back and agreed to pay him but asked that he please be sure to document the ticket. That was mid Aug - they received no info from the tech so it took me 3 months and 6 phone calls to Customer service before finally getting the refund in mid November. Frustrated with Clarke and questioning the competence of their technician, I decided to get a second opinion. When the next tech came out he opened the grill and immediately asked what happened to the compressor - it was gone! So we wasted another $150 diagnostic fee since there was nothing they could diagnose, then called Clarke to tell them their tech had essentially stolen our compressor. After two follow up calls we never received a response. I ended up calling Sub Zero Corporate to submit a formal complaint and worked with Jack. He reached out to Clarke twice, and told me to expect a call from the Service Manager, but instead, I ended up getting a call from the tech who had been here. He admitted to taking the compressor but tried to say he was actually helping us out so we wouldn't have to dispose of it. This was obviously a lie since he had told us it was unrepairable and we'd have to replace the $-5k unit and dispose of the whole one anyway. He even tried to say he would bring us a broken compressor if we wanted. Now fuming and frantic since we are hosting Christmas and had anticipated having this working h now, I called back to Jacks at Sub Zero who called Clarke again and finally spoke with the owner or manager. Sub Zero offered to cover parts and some labor for a sealed system rebuild if I paid another $500 with no guarantee it would work. Reluctant to use the same company, I looked for another one but shockingly there are no other authorized Sub Zero service companies available in Fairfield County, CT so I had no choice but to accept. They called me back and raised the cost to $540 and said they can't get here until mid-January. It's hard to tell whether any of this has made its way up to management at Clarke so I asked again to have Joe, the service manager, please give me a call. My only hope is that he will hear about this and make things right, but as of yet, I have not heard from him. read more

I've used Clarke a few times. There is one outstanding tech and one that isn't so great. Don't you know, I got the not-so-great tech that actually damaged my SZ. When I got the outstanding tech to my home he said I should have contacted them sooner to complain so his manager could "do something" but since it was a month...I had to pay for the new board. When I needed a tech to come out to give my SZ a tune-up I specifically requested that I did not want the not-so-great tech. The customer service representative gave me attitude (my guess is that the not-so great tech and the cranky customer service rep are a couple) and went on for a few minutes as to how "wonderful, kind and knowledgeable" the not-so-great tech is and that I would be lucky (yes, she said lucky) to have him work on my appliance. I told her I wanted the outstanding tech. She made me wait for four weeks for him but the not-so-great tech could be at my house that afternoon. Bye Clarke. Get new techs and maybe I'll be back. read more

Since the Wolf-designated repair company in Hamden wouldn't talk to me about what might be the issue with my stove (given the symptoms) or give me a ballpark price, I called Clarke in Norwalk and they came out for a $169 diagnostic fee which I was told over the phone AND $179 a service fee which I was not made aware of until after they got here. A bit pricey - and when my Tech took way too long to simply re-attach the stovetop ignition and recalibrate my oven, I brought it to their attention and they gave me a small refund. Still steep for what they offer, but try to find service for a Wolf stove around here and you'll see there isn't much in the way of trained service technicians. Live and learn. read more

I was very disappointed with the Sub Zero service, or shall I say disservice, that I received from Clarke. I paid $135 for a professional to come to my home to service my 18 year old fridge. I did not get what I paid for. This guy took one look at it and made a judgement (the wrong one). BTW, it is immaculate, and merely needed about 5 OZ of freon. He took no diagnostic measures: * He did not examine the bottom of the fridge (rust and/or mildew and/or condensation would indicate compromised freezer insulation). * He did not put a meter on to measure the Freon pressure (this takes about 5 minutes to set up and perform. He said that my $7000 (replacement value) fridge was not maintainable, and gave me the name and number of a salesman. Being mechanically inclined and willing to maintain, rather than replace, my property, I inquired in detail about maintaining, rather than replacing. Over and over he gave technically unsound advice and made at least two technically false statements: 1) That the ice buildup inside the fridge was the site of the Freon leak (that is so lame, but easily believed by the gullible). 2) That one part of the Freon circuit was not replaceable. Both of those statements were refuted by Sub Zero. Heaven help the non-technical from incompetents like these! He insisted that the ~$1300 to replace the entire cooling system was not possible or economical (first refuted by SZ and the second by Clarke). On my insistence, Clarke sent a competent serviceman who used his meter, then added the small amount of Freon that it needed. It's been running like a top ever since. I gave the guy a $20 tip. Let the buyer beware! read more

If Clarke gets bad reviews on Yelp, this proves Yelp is just for whiny consumers and their time is played out. They have the best customer service of any company I've ever dealt with (and I've been a dealer for 20 years in their industry, I've dealt with every brand) All the other manufacturers customer service gets worse, and Clarke gets better and better. I've seen them do the RIGHT THING every time, even if it costs them money out of pocket, they do right by their customers every single time. You get what you pay for, and if that item needs service over it's 25-30 year life span, I've seen Clarke fix things out of warranty for free because they felt like the product shouldn't have failed. I've seen them fix something that broke within a 24 hour time frame, which no service company has pulled off in the many times I've had that scenario play out. They consider the customers needs and MAKE IT HAPPEN, no question about it. read more

Called for service for my ancient, ailing secondhand Sub-Zero yesterday afternoon, and within 3 hours, Madison was in my kitchen. He was extremely careful about my house (more than I am, to be sure!), with booties and a rug for the work area to protect my floors. He diagnosed the problem quickly and put in the time to fix it properly. I say this because the fix involved not only a few new parts, but an extensive defrosting with a heat gun, while he laid on the floor and in the freezer. I suspect lesser service people might have let some of that ice stay in place! Thanks to Madison's work, my dinosaur lives to cool another day, and my wallet is not completely empty. I highly recommend Clarke Customer Care - they know the ins and outs of the high-end appliances they service, and they do a great job. Thanks, Madison! read more

You get what you pay for I guess. The repair they just did on my Asko dryer was super pricey for what it was, but it came with professionalism, punctuality, thoroughness and transparency... can't always say that about contractors. Gus was excellent. Got an appointment for the day after my call with a 2 hour window and confirmation that the likely part was on the truck already. Gave me some advice on proper maintenance and on another Asko appliance. read more

The receptionist (Pam) helped me read the error code on my Sub Zero built in. Seems like all I needed was to replace my air filter; I didn't need a service call after all! read more

NEVER, NEVER AGAIN. We called Clarke to service our Sub Zero refrigerator twice within 3 months. Total expenses $1800. Two months later, when the refrigerator broke, we called a top rated "Angies List" repair company. For a total cost of $190, they removed and reseated and insulated the inadequately installed compressor (Clarke's work). In addition, we were told there was little rationale for replacing the compressor in the first place. Bottom line: CLARKE SERVICES IS A DISTRIBUTOR FOR SUB ZERO. THERE MISSION IS TO REPLACE, NOT REPAIR. NEVER, NEVER AGAIN. read more

To sum it up quickly, extortionate fees. To be more precise: Clarke is Sub Zero/Wolf's recommended repair shop around Boston, which I understood to mean that they were reputable. Our ice maker stopped working in our fridge, I called Sub Zero, they recommended Clarke to fix it. Easy, right? Clarke told me the visit would cost $135, which seemed steep but seeing as I couldn't fix it myself, I decided I had little choice. When the repair man came, I found myself with a bill for $230 for 9 minutes of work (he turned a tap under our sink). Why not $135? Ah - $135 just gets you someone at the door. Turning a tap? Now that's another $95 in labor charges. Really? Really. And, assumedly because so many people complain, the repair guy told me to pay with credit immediately (he wouldn't leave without payment) and dispute it with the credit card company. I think I'll take it up with Sub Zero instead. I am disgusted. read more

Very professional and prompt. Had the needed parts in his van truck to make the needed repairs. We went through the options available to us and made a considered decision as to how to proceed. We would certainly use them again for a Sub Zero refrigerator repair. read more

After working through all the maintenance and troubleshooting I could manage (without being a cert tech or ordering parts online) called Clark for repair of 20yr old Sub-Zero. Long story short the next working day a tech was at the house. He quickly diagnosed and solved the problem and got the fridge back up and running cool again! I was only charged min service call charge. read more

Just had the best experience ever with any repair company. Clarke Customer Care operator was not only pleasant and responsive with our Subzero repair scheduling, the technichian, Robert Walsh, they sent was amazing! He actually saw our nice hardwood floors and offered to put on protective shoes before entering our home! After repairing our unit, he even gave us advice on care of our stove when he saw how our stove top had scuffing and advice on cleaning the interior glass, all volunteer of great advice! Wow! Now that is customer service. We will definitely be using Clarke in the future. I would never recommend anyone if I don't feel they can do the job and go above and beyond and Robert sure did. I hope Clarke keeps in on for a long time to come. read more

While I have no complaint of their repair work and the professionalism of the technicians. The initial diagnostic cost of $135 and minimum labor fee of $100 is a bit steep. Like the reviewer below who had the tech turn the supply line on and refused to leave without getting paid the min labor charge is simply ridiculous, especially if he wasn't informed when making the appointment. The diagnostic fee is just for that, to come out and tell the customer what is wrong, there was no repair performed in the genuine meaning of the term. read more