Frequently Asked Questions

The Technician receives the route on the day of the visit and will contact you (via call and/or SMS) between 8-9:30am CT.

The Technician will provide a (2) two-hour window during the day with a timeframe of the expected arrival.

For example, the Technician would call you between 8-9:30am and advise you of an arrival window of 8-10am, 9-11am, 10-12 noon, 2-4pm, etc.

Technicians work from 8am – 5pm.

Yes, we are happy to receive your timeframe requests, though we are unable to guarantee a specific time for the Technician to arrive.  (This is due to Technicians having several stops during the day; and each visit takes a different amount of time and travel time)

We suggest requests for AM or PM timeframes if needed. 

If you only have a narrow window of availability, we suggest you arrange for someone else to be available to meet the Technician or find a day with more availability. 

We want to make every effort to provide service at the date and time most convenient for you.

Our online booking portal shows calculated availability for specific zip codes on certain days, but we may have the ability to provide service sooner than the day listed.

If you would like to see if an earlier appointment is available, please contact us.

Even if an appointment isn’t currently available, we can add you to our emergency / ASAP standby list, and should a Technician become available (e.g., cancellation, finish a job early), we can contact you to see if we can provide service sooner. 

Your original appointment date will remain unless you are accommodated earlier or you make a change.

While all of our Factory Trained and Certified Technicians would be happy to assist you, customers may request a specific Technician if that is their preference.

Please make it known at the time of booking (or before your service) and we will make every effort to ensure your request if fulfilled. 

Certain Technicians may not be available on certain days and times, and our team would be glad to let you know the availability of specific Technicians.

We are pleased and proud to provide service for most of Texas, including Dallas-Fort Worth, TX and Austin-San Antonio, TX and the Texas Hill Country.

Our coverage extends from the Oklahoma border to the Louisiana border and the Mexican border (excluding the Houston metropolitan area).

We are the highest-rated and only Sub-Zero Premier Partner in these areas, meaning C&W is the only service company trusted by Sub-Zero to perform warranty repairs in these areas.

This reflects our decades of high-quality service and efforts to provide exceptional customer satisfaction.

Our service charge varies in each location (higher charges apply for areas outside of the DFW and Austin / San Antonio metropolitan areas).

Please contact us if you have any questions.

Yes, you will receive an appointment reminder the day before via email and/or SMS confirming your address, phone number, appliance to be reviewed and the name and picture of your service Technician.

We would ask you to contact us before the day of your appointment via phone, email or SMS to let us know if a different appointment date is needed.

You may also reschedule your appointment online.

Each of our Technicians will arrive in a branded vehicle with the C&W Appliance Service logo.  Additionally, each Technician will have a C&W uniform with our logo visible.

We do not subcontract any of our work.

All C&W Technicians are full-time employees and Factory Trained and Certified.  Each has also passed a thorough background check.

C&W Technicians have an average tenure of 12 years with C&W (some 40+ years!), with many having additional years of experience before joining us.

If you have any questions, you may contact the office.

Yes, photos and/or videos can help our team pre-diagnose the issue and ensure we bring the right parts for the job.

You may share any photos/videos with us via email or SMS/text.

Send us an email:
Send us an SMS / text: (833) 273-2175

We request sharing that information with us before your visit.

That will allow us to reserve enough time for the Technician to service any additional appliances.

You may do so via a call, email, SMS or online booking appointment.

Please be advised that C&W Appliance works on a select number of brands:

  • Sub-Zero, Wolf and Cove (Highest-rated and only Premier Partner in DFW and Austin/San Antonio)
  • Best / Broan
  • ASKO (out of warranty)
  • Hoshizaki (undercounter icemakers only)
  • Scotsman
  • True
  • U-line
  • ZipWater

Working on fewer, high-quality brands allows our Technicians to be highly trained in each model to provide the best service for our customers.

We would be happy to provide the contact information for service on other appliance brands.

Yes, our Factory Trained Technicians aim to complete the service in the first visit, and the Technician brings a fully-stocked truck to the address.

The more detailed the service request (along with any photos or videos you can share) will help ensure we can resolve the issue on the first trip.

In certain cases, for example a backlog of parts due to supply chain challenges, the Technician may not be able to complete the trip in the first visit.  In this unlikely case, the Technician will advise of part(s) required and how we can find a convenient time to return once available.

  • Shoe protectors: The Technician will wear shoe covers (or remove shoes) before entering your address. This is to protect and respect your home or business.
  • Gloves: The Technician will wear gloves when handling food or sensitive areas of an appliance (e.g., inside an icemaker). The Technician will wear gloves for the entire visit, upon request.
  • Mask: Technicians are not required to wear masks, but will wear masks if requested by the customer.  (We want to protect you and respect your wishes)

We generally advise that the unit be running before the Technician arrives. 

This will allow the Technician to observe what the product is or is not doing upon arrival.  If the unit is turned off upon arrival, it may take ~30-60 minutes for the appliance to reproduce the issue, which can elongate the service visit and increase the cost.

We recommend that you keep the unit off if operating may potentially cause damage to persons or property (e.g., leaking icemaker, sparks from an oven, smelling gas). 

Our service charge is quoted at time of booking and covers the first 30 minutes of the visit, which would include a full diagnostic of the unit and any minor adjustments or repairs.  If additional labor and/or parts are required, these will be quoted to the customer. 

Please contact us if you have any questions.

Customers may pay with cash, check or credit card.  Customers will pay the Technician directly.

Checks can be written to C&W Appliance Service.

All customers will receive an e-invoice or receipt as soon as payment is collected.

We request payment at time of service. 

If that is not possible, we ask customers to provide payment information in advance.

Yes, we will email you a copy of the receipt automatically after the service.

The receipt can also be sent via text / SMS or via mail if needed.  Please advise your Technician if you need something other than an emailed receipt.

Please check your SPAM or junk email folder; the email is sent from

If you need a receipt to be resent to you, please just contact us and one of our friendly CSRs would be happy to assist you.

We do offer a discount for military (active or retired) or senior citizens.  Please ask your Technician for details.

Customers will pay a one-time service charge on the first visit.

This service charge is valid for 90 days and would cover any subsequent visits for the same issue.

For example, if the Technician is unable to resolve the issue on the first visit (e.g., must special-order a part), the customer would only pay the service charge on the first visit.  There would be no service charge on a subsequent trip for the same issue, with the only additional charges being parts and labor used in any subsequent trip. 

In the rare event where the service takes longer than 90 days (e.g., special order part out of stock and arrives ~100 days later), there would be no additional service charge.

For 65 years, we have succeeded by doing the right thing and taking care of our customers.  Please contact our office if you have any questions.

The service charge provides a labor warranty for 90 days from the date of service.

The parts warranty on most brands (including Sub-Zero) is one (1) year, meaning if an installed part fails within that year, we will replace that part free of charge.  The customer would only be responsible for any labor (if applicable) to reinstall.  Fortunately there are very few instances of this occurring.

Our contracts with the appliance manufacturers prohibit us from installing unauthorized parts.  This is to protect you, your home and your product’s warranty. 

Please be very cautious purchasing and installing non-OEM (manufacturer) parts, as these can damage the product, your home (e.g., leaking water, power supply, etc) and possibly void your warranty.

Estimates are valid for 30 days from the date of delivery.

Because we cannot create liability for any guidance provided without physically inspecting the product, we are unable to provide troubleshooting or technical support over the phone or via email.

If you have a Sub-Zero product and wish to speak to Customer Care, you may contact them at 1-800-222-7820.

We accept products for drop-off at our Dallas facility, Monday – Friday (9am – 4pm).

Our shop address is:

C&W Appliance
9860 Monroe Drive
Dallas, TX 75220

There is a service charge due at the time of drop-off.

Please be advised products are repaired in the order in which they are received, and our shop Technician would be happy to advise you on estimated repair date.

Call C&W Appliance Service Today

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