Capital City Appliance Repair Heating & Air Conditioning

I am rejecting this response because: The business owner's claims are totally untrue.  As documented on the work order dated May 13, 2015, repair of the latch was requested on the very first service visit.  The Capital City Appliance repair technician dispatched to my home advised me replacing the entire control panel would also repair the latch as the latch handle is attached directly to the control panel.  The control panel needed to be ordered and a second visit was scheduled for May 18, 2015.  When the repair technician arrived on May 18 to complete the repair he advised me he made an error and could not repair the latch as originally requested.  He advised that he needed an additional part which he didn't realize he needed to complete the repair.  Further he advised me he would need to find the part and get back to me as to when he could return and how much additional the part will be.  On May 20, 2015 the technician called and left a voicemail (which I still have recorded) stating he located the part for $40 and no additional labor charges.  The technician left this voicemail on May 20 NOT because I refused to repair the latch, but because he made an ERROR by not ordering all the parts he needed to repair the latch.  I did return the technician's call to accept the additional $40 charge for the part and my calls went unanswered for over a week.  To summarize, the latch part was not ordered because of the error made by the Capital City Appliance repair technician, NOT my refusal.  The delay in time was also caused by the negligence of Capital City Appliance Repair and NOT by me.  I refused nothing and only want what I already paid for.  Mistakes happen and I am patient and understanding about that, but I will not pay anything additional to fix the errors and negligence of Capital City Appliance Repair.

Hi [redacted]This is the latest that I have from the Insurance Company.  I spoke to them on 12/24/2015, they had just made a visit to the customer's home to inspect the supposed property damage, and I am currently, waiting for the report to come in from the outside contact who has inspected the...

supposed property damage.  As we just spoke by phone, I have no control over how long this will take to receive from the Insurance Company.  With regards,[redacted]

I am rejecting this response because: It does not address my complaint. I admit fully that I made the recommended repair at the guidance of the person who came to do the inspection. At no time did the repairman say that if I did the suggested fix myself (which he showed me how to do, very kindly, may I add), it would mean that they would not finish the diagnosis, nor does it state as much on their service form/contract. I am just amazed that a company would say they would diagnose a problem, fail to do so and then try to charge me an additional fee to diagnose the problem.  The repairman was very nice, the owner was extremely rude and unhelpful. I went with another company and they diagnosed the problem in 30 minutes and for half the cost. I really hope Revdex.com downgrades this company. I only wish I had looked at the [redacted] reviews prior to using them.

Company states: We came out and did the console and advised he needed a latch. He refused the latch. He had two opportunities to get the latch. He calls three weeks later and says he wants the latch. He was never given an estimate for this latch because he chose to fix it. We are declining the...

service trip because that would be a new repair. I am willing to give him a discount but we cannot do it for free. The latch was never put on the invoice and we have that to prove.

Company states: We told the consumer we have no problem with warrantying any of the work that we did. We were willing to help with anything outside of that but if it was something we did not work on, we would have to charge for that. That is when she became belligerent and we had to end the...

conversation. We should not be subject to rudeness.

Business is closed, resolving financial obligations, adjusted refund will be issued within the next 30 days.

Tell us why here... WE WERE AT MR. [redacted] HOME  ON 08/12/15, GAVE ESTIMATE FOR BROKEN HEATING ELEMENT AND WEAK PUMP MOTOR ASSEMBLY, REPAIRS WERE DECLINED. I THEN RECEIVED A CALL FROM MR. [redacted] AND HE SAID THAT HE INSTALLED THE HEATING ELEMENT HIMSELF AND UNIT WAS NOT WORKING AND...

WANTED US TO COME OUT AND RE-TEST THE UNIT, I INFORMED HIM THAT IF THE CONSUMER DECLINES THE ESTIMATE AND REPAIRS IT HIMSELF THAT WE CANNOT AND WILL NOT BE RESPONSIBLE FOR ANY REPAIRS OR FUTHER TESTING FOR NO CHARGE.

Hello [redacted]I have copied and pasted the response that I received from the Insurance company on 2/17/16.  The Insurance Company as noted has spoken to Mrs [redacted] on February 17th.  We have not delayed this process, in any way. I turned it over to the Insurance Company, a 3rd party,  and they did an unbiased investigation.  However, they have chosen to deny the claim.  Per the below email,  we will be receiving their rejection in written form or by email, and one is being sent to the consumer.  I would be more than happy to pass that along once it is received?  I have not seen their report as of yet.  Please let me know, if you require a copy of the denied claim?With regards,[redacted]Dated 2/17 from the Insurance Company:

I am rejecting this response because: The technician did not advise me about the additional charge. He just stated that the oven needed to be pulled out and was using the oven dolly. There was no chance to decline.

Review: I called the [redacted] 800 number for repair on my oven. They dispatched Capital City Appliance to my residence for service. The repairman arrived and looked over the oven and realized the problem was not with the oven. It was a problem with the electrical breaker. I was charged a diagnosis fee of $84 dollars, which I was glad to pay, and a fee of $90 for dismantling the oven to diagnose the problem. I was not advised about this second fee until the end. Why are they double charging customers for something they're already charging a fee for? I paid a total of $174. This is unfair and customers should be aware of this company's business practice.Desired Settlement: I would like a refund of $90 dollars that I was unaware of.

Business

Response:

Please see the attached invoice. Customer was told by the 800 #, that our service call to the home, and the diagnostics is $85.00. However, this product had unseen wiring issues behindit in the wall, therefore the oven had to be pulled out from the wall, using an oven dolly. The tech then explained to the customer, that in order to do this, remove the oven, it would require, additionallabor charges. As you can see on the invoice, the circled amount, the customer approved this to be done, and agreed to the additional charges. The customer was informed up front before removing theproduct, she had the opportunity to decline the repair, before it was removed, now she is seeking a refund after the fact. We hope this is helpful, and ask you to call the owner, [redacted] @ [redacted], if you should have any further questions. Thank for your time.

Consumer

Response:

I am rejecting this response because: The technician did not advise me about the additional charge. He just stated that the oven needed to be pulled out and was using the oven dolly. There was no chance to decline.

Review: Capital City Appliance had worked on our 2 year old [redacted] refrigerator in the past. When it stopped working we contacted them for a diagnostic. The technician gave us an estimate of over $700 to fix the frdge. We contacted [redacted], who agreed to cover the repair as a warranty repair. [redacted] contracted Capital City to to complete the repair. We scheduled an appointment. It has now been nearly 1 month since Capital City initially diagnosed the issue. Upon arrival, the tech informed us that he couldn't complete any repairs because the unit had been turned off.(There was no reason to leave it on and running when it would not cool for a month). Frustrated, I contacted Capital City ans politely asked why we hadint been told to make sure the fridge was turned on before the technician arrived? The owner of Capital City became rude and argumentative. He said that they can't tell everybody what needs to be done. I should have known to leave it running. When I expressed my exasperation over his tone and my frustration over having to reschedule again, he told me that he doesn't have to take my crap. That he's too busy to care about my concerns. I have never encountered anyone so rude to a customer over the phone. I have strong concerns over allowing this person or anyone from his company into my home.Desired Settlement: I would like a letter of apology from this company. His attitude and behavior to me over the phone was unacceptable. Without an apology I will publish this complaint on [redacted] and [redacted] so that potential customers can avoid doing business with this company.

Business

Response:

Company states: We tried to reason with the customer and even apologize but due to his abusive language and upset demeanor we have decided to end the conversation with the consumer. Our staff does not need to be subject to his foul language.

Consumer

Response:

I am rejecting this response because: This business owner is a flat out liar. It was him who had an abusive demeanor. After I asked why we hadn't been told that we needed to turn the refrigerator on prior to their arrival, this business owner's demeanor became abusive. No foul language was ever used. I told him he was being rude. His response was that he didn't have to take this from me. I did not speak with anyone from his "staff." I only spoke with the person who identified himself as the owner [redacted], who I have learned from many negative [redacted] reviews has a habit of being rude to customers.

Review: I was referred to Capital City Appliance Repair by Maytag. My Maytag washing machine was having a water pump issue and a Capital City repairman came out to service the machine. When the repairman was fixing the machine he forgot to reattach the water drain hose. He then pushed the machine back into place close to the wall. When he turned the machine on an excessive amount of water flooded my whole laundry room and out into the hallway of my home. While the water was gushing out of the hose, he had to pull the washing machine back out to reach the hose to stop the water! By that time so much water ran out that many towels and a blanket couldn't soak the water up fast enough. Since my floor is made of natural yellow pine wood it caused warping and cracking damage to the areas that were flooded with water. My wife cleaned up the water and the mess of the stuff that came out of the machine and also the sink in which was left with dirt by the repairman. My wife also set a fan out to dry the floor. The repairman gave us a copy of the repair order stating on there that while he was working, the drain hose came off and that water needed to be cleaned up! We then contacted the owner of Capital City, [redacted] after it happened on 11-19-15 and advised him of the damage to the floor. They sent the repairman back out to take photos, which we asked that the owner come out and see the damage, but he did not want to! We waited almost 2 weeks to see if the floor swelling would go down and when it did not, we contacted [redacted] again and he has now refused to accept liability for the damage to our floor caused by his own employee!! We have gotten estimates for our damaged floor and contacted our insurance but feel that Capital City should pay for the damages!! I would like to be compensated for the damage to my floor based on the estimates that I have received and feel that Capital City Appliance should honor that based on the fact that their employee damaged my flooring!!!!Desired Settlement: Compensation for damaged flooring, per estimates.

Business

Response:

Hi [redacted]

I am appalled at the poor customer service and disrespect given to me by the owner of this company, DON. Not only did he not fix the issue I hired his company for nor complete the service repair, he failed to return calls and has failed to refund the money given to him for an incomplete job. He unprofessionally demanded further payment before proceeding with a repair job that his company misdiagnosed. Then, he proceeded to

claim he was "losing his shirt on the deal" all the while placing me in a very uncomfortable position. The

entire encounter with Don and his company has been hostile, rude, unprofessional, frustrating and had me on the verge of tears numerous times. He

misdiagnosed a repair, threatened to leave my appliance unfixed if I didnt pay more money (requiring me to have to start over with another repair

company) then failed to call when he and his technician said he would. If this is the way he runs his business, I caution others to steer clear. It has been the most negative encounter I've had with any business or company in my entire life. Not to mention, he made my new home ownership experience (99%

perfect aside from dealing with him) unnecessarily stressful and tense.

Review: On 1/16/14 a service technician from Capital City Appliance Repair came to my house on a service call from Maytag. The service call was in regards to my washer that had been leaking water everytime it was used to wash clothing. I was told over the phone that the service charge was only $65.00 and there would be additonal charge if repairs are made. After the service tech visually inspected my washer for the leak, he then told me that the repair cost would be a total of $473.37 for parts and labor. I told him that was too much and I would rather just buy a new washer instead of paying that much for repair. I then told him that I would pay him the $65.00 for the service call. He then said "actually, the charge is a total of $89.00"...I asked him why is it $89.00 and I was told over the phone that it was only $65.00...He then told me that there was a $24.00 labor charge added to the $65.00 service charge. Something didn't seem right about that to me and I just paid him the $89.00 so I didn't have to argue with him in front of my wife and child. After a few days of thinking this over I decided to call Capital City Appliance Repair...the lady that answered the phone said that I would have to take this issue up with the manager who wasn't there at the time. I asked her to have him give me a call. I waited almost 2 weeks and never got a call so I called them again and there was a man that answered the phone and said that he was the owner. As I started to explain to him what happened he interupted me and said that I should have said something to the service tech when he was out at my house. I then started to explain to him that I did say something to the service tech. He rudely interupted me again and said "I don't have time to argue with you...I'll just send your $24.00 back when the check clears. I then tried to tell him that the check for $89 had already cleared my bank and he rudely hung the phone up before I could finish what I was saying. As of today, 2/20/14, I still have not received the refund.Desired Settlement: There was not any work(labor) that was done on my washer. Therefore, the $24.00 labor charge should be refunded. I only want what is owed to me and I feel that Capital City Appliance Repair handled this situation totally unprofessional. Maybe this is some type of scam that they pull on all of their customers.

Business

Response:

Company states that they will be sending the consumer the requested refund.

Business

Response:

Company states that they will be sending the consumer the requested refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I want to inform you that I still have not received the refund as of this date, 3/9/14...I would rather not close this complaint until I have received the refund. Thank you.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I want to inform you that I still have not received the refund as of this date, 3/9/14...I would rather not close this complaint until I have received the refund. Thank you.

Sincerely,

Review: Using Maytag/Whirlpool's website, I scheduled an appointment for repair. On 5/13/2015 a technician from Capital City Appliance Repair Heating & Air Conditioning arrived and I explained that the dishwasher control buttons ceased operating and that the release latch handle is damaged. Tech performed a diagnosis and advised me that the whole control panel would need to be replaced. Tech further explained that replacing the control panel would repair both the non-operable buttons and the damaged release latch handle as the release latch handle attached directly to the control panel. Tech wrote up a work order that included $85 for service charge, $95 for labor, $210 parts and $17.85 tax for a total of $407.85. The work order included in writing that the control panel had power, but the lights do not respond and that the handle was "broken by latch". Tech explained the part would need to be ordered and a second visit was scheduled for 5/18/15. The work order to repair the control buttons and the release latch was signed and paid in full 5/13/2015.5/18/15 Tech returned and within 10-15 minutes the new control panel was installed and the control buttons were functioning. However, Tech apologized that replacing the control panel did not repair the release latch and that he "guesses he needed another part". Tech left without completing the repair and said he would call after he located the part . 5/20/2015 Tech left a voicemail stating he located the additional part and quoted $40 with no additional labor. I called Tech two days later and left a voicemail agreeing to $40 charge for the part. I did not hear back from Tech for several days and had to make several calls to get a response. When Tech did return call he advised the "office" was requiring an additional labor charge. I spoke to the "office" who stated he required both $40 for the part and additional labor fee. I advised him I agreed to the part charge, but I already paid the labor. He refused to listen, reason or cooperate.Desired Settlement: Capital City Appliance Repair made an error in not ordering all the required parts to complete the work as requested. The owner falsely claims I refused to pay for the part on the original work order. I refused nothing, they simply failed to order what they needed. As documented on the work order, I paid $95 labor for repair of the control buttons and the release latch. I want them to complete the work I paid for. I will (and would have) pay the $40 for the additional part.

Business

Response:

Company states: We came out and did the console and advised he needed a latch. He refused the latch. He had two opportunities to get the latch. He calls three weeks later and says he wants the latch. He was never given an estimate for this latch because he chose to fix it. We are declining the service trip because that would be a new repair. I am willing to give him a discount but we cannot do it for free. The latch was never put on the invoice and we have that to prove.

Consumer

Response:

I am rejecting this response because: The business owner's claims are totally untrue. As documented on the work order dated May 13, 2015, repair of the latch was requested on the very first service visit. The Capital City Appliance repair technician dispatched to my home advised me replacing the entire control panel would also repair the latch as the latch handle is attached directly to the control panel. The control panel needed to be ordered and a second visit was scheduled for May 18, 2015. When the repair technician arrived on May 18 to complete the repair he advised me he made an error and could not repair the latch as originally requested. He advised that he needed an additional part which he didn't realize he needed to complete the repair. Further he advised me he would need to find the part and get back to me as to when he could return and how much additional the part will be. On May 20, 2015 the technician called and left a voicemail (which I still have recorded) stating he located the part for $40 and no additional labor charges. The technician left this voicemail on May 20 NOT because I refused to repair the latch, but because he made an ERROR by not ordering all the parts he needed to repair the latch. I did return the technician's call to accept the additional $40 charge for the part and my calls went unanswered for over a week. To summarize, the latch part was not ordered because of the error made by the Capital City Appliance repair technician, NOT my refusal. The delay in time was also caused by the negligence of Capital City Appliance Repair and NOT by me. I refused nothing and only want what I already paid for. Mistakes happen and I am patient and understanding about that, but I will not pay anything additional to fix the errors and negligence of Capital City Appliance Repair.

Consumer

Response:

Per your request, please find a copy of the work order attached. Of interest specific to this complaint, please see line 6 and 7 of Service Performed and Parts Used. It includes the two repairs requested. It states "Check found power to the UI but not all lights respond Check also found handle broken by latch". Thank you.

Business

Response:

Company states: We did everything on the invoice that the customer signed. The consumer disputed the charge with their bank and got their refund.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I used this company to diagnose an odor issue coming from my three year old dishwasher. The technician diagnosed it as saying that the element was broken and that was why the water was not getting hot. He then showed me how to replace the element and even provided me with the names of two local places to purchase the element and. He said if the new element got hot and the smell still persisted, then the motor and pump would need to be replaced. I did the easy fix and the element still did not heat up. I called the owner today and he said that because it did the fix myself he would need to charge me $85 to re-diagnose the issue and that because I did the work myself it was my fault. I explained that the tech never said that to me and it was not in their contract/receipt. I further said that clearly the diagnosis was not made the first time if the element still doesn't heat up. He said it was my problem. Looking at [redacted], the issue with [redacted] the owner seems to be widespread. I would like The Revdex.com to please investigate this company and their shady practices. Thanks.Desired Settlement: Downgrade of Revdex.com rating and a proper diagnosis for the original fee.

Business

Response:

Tell us why here... WE WERE AT MR. [redacted] HOME ON 08/12/15, GAVE ESTIMATE FOR BROKEN HEATING ELEMENT AND WEAK PUMP MOTOR ASSEMBLY, REPAIRS WERE DECLINED. I THEN RECEIVED A CALL FROM MR. [redacted] AND HE SAID THAT HE INSTALLED THE HEATING ELEMENT HIMSELF AND UNIT WAS NOT WORKING AND WANTED US TO COME OUT AND RE-TEST THE UNIT, I INFORMED HIM THAT IF THE CONSUMER DECLINES THE ESTIMATE AND REPAIRS IT HIMSELF THAT WE CANNOT AND WILL NOT BE RESPONSIBLE FOR ANY REPAIRS OR FUTHER TESTING FOR NO CHARGE.

Consumer

Response:

I am rejecting this response because: It does not address my complaint. I admit fully that I made the recommended repair at the guidance of the person who came to do the inspection. At no time did the repairman say that if I did the suggested fix myself (which he showed me how to do, very kindly, may I add), it would mean that they would not finish the diagnosis, nor does it state as much on their service form/contract. I am just amazed that a company would say they would diagnose a problem, fail to do so and then try to charge me an additional fee to diagnose the problem. The repairman was very nice, the owner was extremely rude and unhelpful. I went with another company and they diagnosed the problem in 30 minutes and for half the cost. I really hope Revdex.com downgrades this company. I only wish I had looked at the [redacted] reviews prior to using them.

Review: Requested they check and replace a freeze seal - if necessary. After replacement the freezer is icing up and much worse. Called to have checked and fixed and told it was probably something else and would cost me more $. Rude and argumentative - owner hung up on me. No further help given. This is a Kitchenaid preferred provider - lodged a complaint with Kitchen aid as well.Desired Settlement: I am going to have to get someone else out to look and fix the problem. I should get a refund to pay for that. It was clear this owner is not interested in completing the job unless there is further payment to him.

Business

Response:

Company states: We told the consumer we have no problem with warrantying any of the work that we did. We were willing to help with anything outside of that but if it was something we did not work on, we would have to charge for that. That is when she became belligerent and we had to end the conversation. We should not be subject to rudeness.