Question 1

How do I schedule an appointment?

Accepted Answer

Scheduling is easy – you can call us directly during business hours to speak with a knowledgeable team member, or use our online booking system available 24/7. When scheduling, it helps to know your appliance brand, model (if available), and a brief description of the issue. This allows us to assign the right technician and ensure they bring appropriate parts. We offer morning and afternoon appointment windows and call when the technician is en route so you're not left waiting. Most customers can be scheduled within 1-2 business days, with same-day service often available.

Question 2

What is your repair process?

Accepted Answer

Our repair process begins with thorough diagnosis. The technician examines your appliance, uses diagnostic tools to identify issues, and explains what they find in plain language. Before any repair work begins, you receive a detailed estimate covering parts, labor, and any applicable fees. Work only proceeds with your approval. During the repair, we use proper techniques and genuine parts. After completion, we test the appliance thoroughly to verify proper operation. Finally, we clean up our work area and explain any maintenance tips relevant to your repair. The entire process typically takes 1-3 hours for standard repairs.

Question 3

Do you offer warranties on repairs?

Accepted Answer

Yes, all our repairs come with a comprehensive 90-day warranty covering both parts and labor. If the same issue recurs within 90 days, we'll return and fix it at no additional charge. Many OEM parts we install carry their own manufacturer warranties that extend beyond our service warranty – compressors, for example, often have 5-year manufacturer coverage. We document all repairs and parts installed, so warranty claims are straightforward. Our warranty reflects our confidence in our work and commitment to lasting repairs.

Question 4

What areas do you serve?

Accepted Answer

We serve Sands Point and surrounding areas including Sands Point, Port Washington, Manhasset. Our service territory covers approximately 30 miles from our base, ensuring we can reach most customers within 2 hours of scheduling. Our technicians are familiar with the local area, know the traffic patterns, and plan their routes efficiently. Whether you're in a high-rise, gated community, or residential neighborhood, we can accommodate your location. For customers outside our primary service area, we may be able to arrange service depending on availability.

Question 5

Do True Residential repairs void my warranty?

Accepted Answer

Using genuine OEM parts helps maintain your warranty status. We recommend checking your specific warranty terms. We're happy to discuss your options during the service call.

Question 6

Are you authorized to repair True Residential appliances?

Accepted Answer

We are an independent repair service specializing in True Residential and other luxury brands. Our technicians are experienced and use genuine True Residential parts for all repairs.

Question 7

Should I repair or replace my old freezer?

Accepted Answer

This depends on the age, condition, and repair cost. As a general rule, if the repair costs more than 50% of replacement and the freezer is past its average lifespan, replacement might be more economical. We'll give you an honest assessment.

Question 8

My freezer is making unusual noises. What could it be?

Accepted Answer

Unusual freezer noises can indicate several issues including motor problems, loose components, or worn parts. It's best to have a technician diagnose the cause before it becomes a larger problem.

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