Capital City Appliance Service, Inc.

We were summoned to this customer’s home for a Jenn-aire control panel that was not working. They were quoted the trip charge to the home of $plus tax to come out and the Msagreed. We arrived and found a defective part that is no longer available. There is no way to determine
the issue until the unit is checked. It could have been something as simple as a control fuse or another part, which happens frequently, so to say we should have known the part was not available, is absurd! We did our due diligence by coming out and checking the unit and so the trip charge, diagnosis is due. As the Msstates, "NOT HIS FAULT" is absolutely correct; if it had been something simple then she would have been singing his praise. Instead, the outcome did not suit her, so she refused to do her due diligence and complete the agreement. Hogwash...the statement of "ask Whirlpool for the $is ludicrous. Trip charge is due and if not remitted it will be turned over for collections

Service provider had ample public parking available and refused to use it. Previous availability of parking is not a factor on the service provider requirement to deliver requested service

I am rejecting this response because: although I understand the service industry, I don't think this company should classify itself as suchI must say that they way my calls were handled with a simple "there isn't anything we can do" is not acceptableAt no point anyone with this company made an effort to consider possible solutions, even less have the technician return to my property to see if he could install the old part that was working a lot better than the defective oneI had to wait for a week for the second visit and the company rep didn't even entertain the idea "we have customers to go to on Friday"I am not sure this company should classify itself as a service company - they are a self-serving company that doesn't keep the customer in mindIt is clear by their response to this complaint that rather than offering a sincere apology, they suggest I need to better understand the industry they say they are inVery unfortunateI even question whether this complaint will make it to the owner/presidentRegards,
*** ***

We already refunded her $this morning The Mswas advised of this refund

Response: *** ***We have no choice but to follow the manufacturer's
lead. When they say reorder the
parts. I have to reorder the parts. I do not make the machine or the parts to
repair. Not my choice!!! I would love to get his product...out of
my
way. As to desired settlement, already
tried that. Fix it!!!
No more correspondence until correct parts are obtains and
unit is completed. Promise we will bring
it back once completed The parts have been tracked and should arrive todayAlready have it in route for Monday for installation of partsWill call once repaired

The responder knows that there is no other under warranty provider in Central OhioThey are a monopoly in this respect. I described this company as incompetence because they were unable to fix the microwave correctly the first timeThe "repair" did not last more than an hourIt was a band-aide, and not truly repairedIncompetence was demonstrated by the need for multiple reschedules on their end not mineThe reasons we were told were parts had not been ordered, parts had not been pulled, parts had not been put on the truck, and lastly "the repairman needs to go home and see his family too." Incompetence demonstrated by not offering a Saturday time slot until after I mentioned that I was contacting the Revdex.comMy unprofessional description is justified, as this company chose to cancel a Saturday appointment without notification because a consumer filed a complaint with the Revdex.com. I will return the microwave to ***s for a full refund, and purchase another brand that does not use Capital City for their warranty repairs, so I am sure the manager at Capital City will think she "won." Good job, you have alienated a consumer and everyone in my circle of influenceI will continue to share my negative opinion of Capital City Appliance for the rest of my lifeKudos to you

As is usually the case, the person complaining has not been present for the service visits. The issues were explained to the person present. Now, the original issue of leaking was addressed, clogged drain, and at same time ice maker was replaced due to intermittent fill issues.
This was done on 1/24/18. At that time they were informed to change the generic filter to an OEM part. On 2/6/we returned for leaking issue to find yet another non specified filter in the refrigeratorHDX brand that had broken down internally and contaminated the Hsystem. They were informed of the cause/effect at that time again. On 2/22/another trip to confirm Hsystem was causing the issue due to valve not able to seal off from debris in it from previous allowing water to seep through thus causing fill tube leaking and freezing issues. We informed them before booking of the service call fee if that was the issue and reiterated that before arrival. At that time of service we informed them of the issue and it was not covered by warranty, due to previous, and manufacturer was not responsible for repair. They refused to pay the service call fee and refused the repair. The repair can be made if they pay their service call fee and appropriate parts and labor

When I spoke to the Mrhe indicated to me he thought the
dishwasher would be difficult, but the Mrdid not want to mess with it. After minutes, the technician decided he
did not want to pull the dishwasher for fear of damage and he did inform Mrof
the drain blockage. The
technician is a
seasoned technician and I respect his decisions on these situations. Mreven stated to me he should pay for his
time. So I offered the Mra settlement,
which he accepted, credit was given.
Case closed! No
further action requiredDone Deal!!!

Response: I really do not care of the response accepted or rejected CCAS was at *** residence in May for a frozen drain We were never there in June, as originally stated, and I have absolutely NO RECORD of every installing an ice maker at this residence Once again, no ice maker was installed by CCAS There is no more response necessary for this ridiculous complaint CCAS was not involved We collected $which is $plus tax (mailed to us and received on 5/11/2015) That is the service call/trip charge only

I called *** *** and resolved our differencesWe have issued credit to *** ***’s credit cardHe has said he would contact the Revdex.com to say as such.Thank you

Dear *** ***, I have talked to *** *** (claim # ***) yesterday 6/**/and we have settled the claim and our differencesI would appreciate your follow up and posting the resolution of this claim on my Revdex.com information page and/or website Thank you Joe C***

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? I received 20% reimbursement of the total cost of the lost item
Sincerely,
*** ***
?

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Response: Complaint [redacted]As you refer in your complaint, the technician was there for
almost 30 minutes, went over the machine thoroughly and found that the pressure
switch hose had come loose from the tub. 
This is exactly what caused the unit to overfill and flood.  He then...

reattached the hose to the tub and
even added some sealant to the connection to help keep hose in place, but there
is a reason the hose came loose in the first place, that connection is somewhat
fragile and when unit vibrates excessively, can cause stress on the
connection.  He did what he could at the
time and puts in his tech report that if it reoccurs, would need pressure
switch and hose, not to replace the unit. 
Yes, he definitely would tell you to keep an eye on the unit, so your
home would not flood again.  He put you
on alert to be attentive.
He did his best to get you functional and as stated went
over the total machine to look for other failures.  His time is valuable and that is what was
charged for.  You signed off on the work
order and unit was operating properly when he departed.  Charges are legitimate and reasonable and in
accordance with industry standards.  No
refund is applicable.

As you can read the constant rambling and the contradictory
statements made within, there is no way to communicate and/or reason with this
individual.  I know, I tried for an
extended period with no success.  When
she rants on about the technician asking pertinent questions before...

arrival;
trying to gain some insight on her issues, I knew the conversation was
hopeless.  There is no problem with the
unit, indicated by the temperatures upon arrival, -1 degrees in the freezer and
37 degrees in the refrigerator., which
are optimal temperatures.  The unit
cannot infuse moisture into her sealed foods either.  The manufacture was contacted from the home
and agreed with our findings and basically closed the case due to the
performance factors.  The unit was
functioning properly.
I am truly sorry she feels traumatized, but try speaking
with her for a while.
Once again, the Revdex.com should not allow this kind of slanderous
banter without investigating the actual facts. 
Let's see if that happens, as we cannot fix a unit that is not broken.

Capital City Appliance Service has no history of ever installing an ice maker in her refrigerator, or being at her residence in June, 2015.  Therefore, we cannot warranty any ice maker.  She must be confused and had someone else do the install.Here are the times we were at her...

home: 12/26/14 11:54: MW there 26 FRI, 11:08 to 11:40, [redacted]needs evap heater out and pc board, ordrng 1 evaporater and 1 pc board,   1/19/15 13:12: MW there 19 MON, 12:04 to 12:40, 16customer gave permission to use bankcard over phone [redacted] replaced pc board not going into defrost, Job Cmpltd5/7/15 13:10: MW there 7 THU, 12:48 to 13:04, frozen drain advised to thaw 48 hours customer has no money, Job Cmpltd,  5/11/15 15:30 AH: Rcvd $86.00 Check # 52361033

over charged for services.  $150 for a temporary fix is unexceptable.  Reading several other reviews,  others have had similar problems with this company.

Reject my response, go figure!  Not surprising to me after talking with them
on the phone, conferenced with the manufacturer representative, that they just
cannot comprehend the fact that the technician did not have the correct part on
the truck.  He did what he could on the
initial visit and explained the whole situation to them and they signed off on
the work order.  We certainly cannot fix
the non-comprehension.  I was prepared to
offer to complete repair with no extra labor until the Mr. called me
"dirty", at which time I realized the simpleton I was dealing with
and decided against any further assistance.
Dirty and corrupt; farthest thing from that!  We have been in business for 47 years,
preform over 35,000 service calls per year and represent 99% of the
manufacturers in the industry.  That
comment is as bogus as him complaint.  No
further communication on this matter.

It is unfortunate that the [redacted]' have had such a problem
with their microwave.  Our goal is to
have the unit fixed on the 1st attempt. 
However, we are paid by the manufacturer to use parts they supply.  With that, we had the unit fixed and
operating as evidenced by signed work...

order. 
If it went down a week later how does that bode for incompetence?  The unit was tested in their presence and
operation was confirmed by them.  If unit
has failed after usage, how is that our fault? 
As for being without a microwave since August 1st, we did
not even book the call until August 10th, and as for scheduling, at times it
becomes difficult, especially with so many special requests.  If we missed a part, missed a time frame,
then shame on us, that is our fault and we try to rectify. We apologize for
that.
I am sorry for their inconvenience and we were trying for
any solution to solve their scheduling problem, and even offered Saturday
service to accommodate.  But, since Ms.
is so dissatisfied with our company, she should seek another servicer, and I
will be removing from the Saturday service slot and offer to a "no
cool" refrigerator that would be appreciative of our efforts.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12001782
I am rejecting this response because:This is just cop-out.  I wouldn't expect anything less.  Just shady business practices all the way around.  You couldn't duplicate the noise because your technician was too busy being rude and condescending to wait 20 minutes into the cycle to hear it!  I'm a life-long resident of Columbus, OH and you better believe I'll tell every person who will listen to avoid doing business with Capital City Appliance Service, Inc. at all costs!
Regards,
[redacted]