Capital City Appliance Service, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

My office manager (Jenna) did speak to Mr*** on Friday, October 27th, and explained the situation of our CSR (Karen) that had spoke to Mr*** on Thursday October 26th, 2017. Jenna did apologize for the situation with Mr*** for the actions of Karen in our office.
We already had Mr*** scheduled for November 1st, but he called back and cancelled today October 31st, and had another company coming out. We was willing to make the situation correct by servicing the customer with our highly respected technicians. Again very sorry that happened

I've been in contact with Whirlpool, and they are sending out another service company to review the microwave / oven I will save my response until I know more about why the microwave is still only working periodically and will respond with the feedback I get from the new service company

RESPONSE: I reject your complaint.Don't try to tell all that we did not follow through, the
information was sent to: ***@osu.edu on 10/8/@ 14:p.m. You need to get your information
correct. Also, the technician spent
minutes running through diagnosis, with no faults found and did you a favor by
doing so. With no model/serial tag he
should have walked, but he did his best and his time is valuable. So, it all boils down to us NOT knowing there
was no model /serial tag before arrival.
As you say you informed us of; if you had, we would have given you the
same answer as the other two companies you contacted, NO!
You agreed to have us out? You solicited us in the matter, as always, it
is never your fault
Done with this matter

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This is exactly the kind of disrespectful and dismissive response customers receive from this company. If you look at Google ratings (2.1) and Revdex.com ratings you will see a pattern of this terrible behavior. Further, the technician ruining our refrigerated food has not been addressed. I think you can see the rudeness showing through here very clearly
Regards,
*** ***

After speaking with MrHartman, I can understand his dismay, we would not tear down his microwave as it was working just fine while technician was in front of the microwave with the Mrs by his side We stand behind out work 100% and advised the Mrwhen talking to him that if microwave
stopped to please call us and we could come back out Had another company out and would really like to see the work order they provided for service

To reiterate, public parking is available with reasonable proximity to the building entrance. Capital City refused to use this available parking under the claim it is disruptive, time consuming and or inconvenient for its repair staff. These are fabricated claims for their own convenience.As an example, two plumbing companies, an HVAC provider and ClosetsbyDesign service vehicles were in the building yesterday using the VERY SAME public parking that was available for Capital City. These notes and responses from Capital City exemplify their approach - read original post. They seek to deliver service on their terms and under their conditions which are unreasonable. In short, Capital City is unprofessional and uncooperative. Rather than serving the customer (as required as the subcontract provider for Whirlpool) and following common practice as other service providers, they have elected to pursue a strategy of being combative. A service oriented culture is not present at Capital City from owners down to staff

Seriously people…The Revdex.com should investigate these rantings before publishing. This complaint is out there and ridiculous. We have not been to this location since December and at that time informed them of the plumbing issue, which they have evidently had resolved, but we not been
there since. The previous service requested by them, they were not even homeThe manufacturer has no history of our so called “improper repairs” as well. Once again, folks embellishing a story and hoping for results. If they want a new refrigerator, they need to contact their manufacturer that also holds their extended service contract. We want no further contact

Response: *** *** My response is as benign as I can muster due to the unintelligent complaint given on Capital City Appliance Service. Firstly, for this individual to characterize someone as rude is beyond scope, he needs to look within. Secondly, in response to fixing
his unit; there is no fix! We attempted to get the unit deemed non-repairable because of contamination, but, and I reiterate BUT! the manufacturer said repair it and that is what we must do! They make that call not Capital City Appliance Service. So, your anger is directed at the wrong company. We are not responsible for this situation, bottom line. You want reimbursement, contact your manufacturer. Capital City Appliance Service tried to help you, we do not deserve this!

There was no negligence on CCAS part The item replaced was defective, and all checked good at that time If other component failed, out of our control If looking for food reimbursement money, customer would need to turn to the manufacturer for that No reimbursement from
the CCAS We did not make the refrigerator only service it The refrigerator is repaired and operating to manufacturer specification.No more correspondence to this complaint

What a gross misrepresentation of the situation and a flat
out lie! The air conditioner came to us
as barely cooling due to the fact that the a/c was clogged and extremely dirty
so no air would flow. We advised Mr.,
quoted cleaning of a/c and he approved.
Before the a/c left
CCAS shop it had a degree temperature drop across
the dirty/now clean coils and that is extremely good operation, all was fine at
that point. The a/c was returned one
week later stating not cooling. This
individual FAILS TO INFORM that the side and the suction line tubing had been
pushed into the condenser coil quite hard and damaged that piece to the point
of no repair. The Mrwas contacted and
informed of damage and had no response other than go and ahead and scrap the
unit. If he had concern that we were
stealing his money, then he should have inspected the unit before
scrapping. As Paul Harvey used to say
"and that is the rest of the story"
There is no refund due and non-offered to this person

As a service provider for many downtown buildings, we are
always (except for this location, which is not really downtown) provided an
adequate place for our service vehicles to park. There are several spaces near the front
entrance of this building which were vacant at the time of our
arrival, but yet
the concierge will not allow us to utilize one for service needs. We have seen delivery personnel parking there
but we are not permitted and told to find a meter or the lot down the
street. No effort on either the tenant’s
part or the building personnel to assist in any manner. Wrong!!
I am not required as a provider to park elsewhere and pay for parking
and walk with tools in tow to a location, and if a part is necessary, return to
vehicle and repeat, especially if it is raining. Mr*** needs to check his tongue at the
door along with his ego. I will not
service this location any further with no parking available and their condescending
attitudes. If the Mrwould have shut his
mouth and stopped yelling at the three people who had the displeasure of
speaking to him, no one would have seemed combative
We have been permitted parking there on a couple of other
occasions and everything went smoothly, but for some reason this concierge has
another agenda. We have never serviced
for this individual nor will we and his threats of making my life "pure
hell" really bodes well to his opinion of professionalism, seek
reassignment for service that would be best for both parties

To: The Revdex.com Dec29, 2015I am writing this letter in response to company's Capital City Appliances response.I'm going to keep this real quick & shortYou can obviously conclude by the company's response, what I have dealt with from themFrom day their attitude has been unprofessional, which you can see by their response & the tone of their responseAlso making slanderous statementsI never once did that to them in my initial complaint to you at the Revdex.comI merely told the facts which is the truth regarding my experience with this companyThere was no need for him/her to respond in this mannerSo based upon that, we can/you should be able to see why this customer has 25+ complaintsPlease file this action on your website to let other consumers know about this company:1) Refusing to provide service when something is broken (& you have to use them through a warranty program).2) Unprofessionalism; not trying to cooperate w/ the consumer3) Attitude that is unnecessary; not warranted4) Not Revdex.com accredited;Thank you

I read the Mrsletter stating unit was already fixed by another company, so which is it, then or now? Whirlpool faxed us a recall and we called the Mrsand she went off on our CSR and hung up on my CSRUnit operated fine while our technician was thereAs explained to the Mrwe would gladly come back out just call when it quit workingMrstated he would Please advised we do stand behind all our work, but cannot fix something that is not broken when we are there

I still do not read about you dropping the air conditioner
Oh wait, of course it was us, we slammed the air conditioner on the ground
before it left our shop and you signed the work order stating that. No he/she said, I just report the facts as
they are, and the performance factor told all.
Funny, I do not recall you writing the facts or even mentioning
them. Most reviews come from people like
you who do not write the truth
No more correspondence on this matter

I disagree with the service call expense for he ice makerThe tech addressed the ice maker issue along with the p-trap fixCCA is being dishonest and greedy, denying the ice maker was addressed, and trying to charge for an additional service callMost companies stand by their work and this one is dishonestI will be contacting Whirlpool about their referrals to Whirlpool, requesting Whitlpool to find another service partner. It should be noted hat CCA is not accredited by the Revdex.com of Central OH for a reason CCA has a history of being condescending and downright disrespectful to other complaints that I read, numbering in 20's for complaintsNo accountability and or resolution

I am not really concerned that you reject my response due to
once again the actual facts are not represented. First and foremost on the competency issue;
from where I sit and what I know is the unit was fixed properly and tested
multiple times before our departure on August 25th, 2015, and you signed off
stating that was the case. A copy is
available for your inspection. Also, if
the unit only lasted for an hour after that repair, then why did we not hear
from you for days when problem reoccurred?
The problem that you incur is usually caused by misuse of the unit, in
most cases, due to the door being pulled down when opening, and slammed on
closing. Which lends to the door
switches being broken, like yours were, and pointed out to the Mrby the
technician? Incompetence, absolutely,
due to us not being able to fix clueless users
Unprofessional, N O T!
WE offered a Saturday appointment since we had missed an appointment and
even moved to another technician to accommodate. You, fine person, decided to communicate
through social media and we in turn decided to respond in the same manner
figuring that was your method. And we
did get "no cool" refrigerators fixed that Saturday with your time
slot for "very appreciative" clients.
If acting such as you are, influences others in your so called circle,
then we probably do not want the contact with them anyway. Nobody wins here, especially ***’s, because
they will bring the microwave to us for repair at their cost due to misuse of
product

Clarification on services provided does not constitute fraudulenceWe are not requesting anyone put fraudulent information on the report, simply to clarify what services were providedOf course the company can not clarify because the person from the business who responded evidently doesn't know how to do her own job let alone know what the job of the service technician entails. In response to the question "why would we accept the call?, the answer is the company certainly would send out a technician because it is an easy $The receptionists are poorly trained at the least and agreed to do something that she was unaware the technician could not do. The company is responsible for that since they are responsible for their employees and their employees' behavior.And, upon calling the company today, Jenna (the service manager, as I was told) agreed that she would discuss the matter with the technician and update the report if he agreed that the information he gave us (that the dishwasher reached degrees) was correctShe said that she would email us if he updated the report but I have yet to hear back from the companyI suspect that I will not receive a response after reading the company's reply, which is unfortunate since it's a simple request that is being denied because it requires more work than certain employees are willing to doI think with the effort it took to deny, yell, and be uncooperative with us, this could have been taken care ofIt comes down to a he-said/she-said since the third party receptionist working at Capital City is under some kind of pressure for her upper management to be discourteous to customers and unwilling to admit wrongdoing on behalf of the companyI understand thatBut here remain the issues at hand:We were told that someone would be able to diagnose our dishwasher's issues in spite of not having a serial number/model numberThis service promise was not upheldThe work that we supposedly paid for (partial diagnosis since they didn't have the needed information) was not recorded on the repair man's reportThe conflicting information on the report prevents us from getting the dishwasher repaired through the insurance companyA dish washer that only reaches degrees is not hot enough to sanitize dishesYour saliva is hotter than thatThe repair person did not record the temperature on the report but instead said that the dishwasher was functioning, which it does turn on and water comes out; however, the water doesn't get hotter than degreesThis is crucial information that should be included in the report, which we paid for, regardless of whether they could or could not fix the dishwasherWe are not asking anyone to lieWe are not asking anyone to give us anything for freeWe simply want what we paid for which was a diagnosis of the issues with our dishwasherEven if he could not say which specific part needs replaced, saying that the dishwasher doesn't get hotter than degrees would have been enough of a diagnosisWith incomplete information in the report, the report itself is uselessThe dishwasher is still broken and we need the information we paid your technician to provide yet you refuse to provide itThis is the most ridiculous way to run a business I have ever witnessed. As evidenced by the response from the business, they are unwilling to cooperate by providing the truthful information regarding the entire situationWe still are requesting a refund of the service callThe employees at this company think that they are protecting their company by being defensive but they are doing no favors by being rude and unethical

Wowthis is exactly the reason I pay ALL my bills on line thru my bank. I have proof that I pay Cap City $on May 7, 2015. Why would I pay them if they were not here? I did let Cap City use a card the first time they were here in Dec2014, but, to keep better records, I now pay a bill ON LINE ONLY. A Carrie person told me she was going to charge the card they had on file and I told her she did NOT have my permission. She was so rude and unprofessional. She didn't understand how paying bills through your bank worked. I called Cap City a few days after I had made the payment, through my bank, to make sure they got the payment. They had. But last week when I called, Carrie again was rude and argued with me about the ice maker. I could of mis- understood the repairman, Mark, but I wish someone would talk to him about this issue. I truly think there is some problems with Capital City' office staff. No record of the May 7, service calland no new ice maker that day

We are definitely sorry for the Msinconvenience, but it is also an inconvenience for us as well. Msdefinitely needs to understand the service industry a lot better. The manufacture supplies the parts for their units and if a part is defective, there is no way to tell until
installed. We have absolutely no control over these issues and are at their mercy for replacement, and it costs us for the return trip. Just thought you all should realize the supply chain