Capital City Appliance Service, Inc.

Sorry but our policy is 30 days for the service call if it is the exact same problem.  We were dispatched by Whirlpool for a service bulletin for a P-Trap installation only.  The service call and labor and tax are the responsibility of the consumer.  We arrived to repair a frozen...

drain in the freezer, the issue that was repaired.  A different issue has arisen and past the 30 day, past 45 days guarantee.  The service call fee would be applicable and due at the time of service for the ice maker not addressed on previous trip.  The technician’s notes are very specific regarding original visit.

Absurd!  We do not
service units that have no model and serial tag.  If we are informed of such at time service
call is called in,  why would we accept
the call?  No way to research parts and
determine anything, same as any other company knows.  By allowing us to come...

knowing there was no
tag is unethical and does warrant a trip charge is paid.  Your 5 minute of time was actually from 11:07
to 11:26, and by being there that long, the technician did evaluate the unit
and offer suggestions for operation; reducing detergents and use of drying
agent.
The [redacted]'s were given a copy of the technicians report as
we have it in our system.  By asking us
to alter those notes by adding information is fraudulent and we will have no
part of that.  If their warranty company
does not accept that, then I would question their validity.  If diagnostics were performed and no faults
found, there is nothing to report and the insurance company would not cover
"no faults found" anyway.  How
could our call takers be rude, they could hardly speak due to the yelling on
the other end of the phone?  The
information given was correct and the charges are legitimate and shall stand.

bottom line.  Machine wasn't fixed,  still wanted to charge labor,  should have fixed right the first time.  Manager very rude and unprofessional.  Bad reviews.  When I looked at part,  very  easy  fix.  I fixed myself for 29.00. "after I found out what was wrong.  Cheap glue to fix a problem in unexceptable.

The  microwave / oven does not work correctly after a $500 repair.  After complaining to the Revdex.com and calling Whirlpool (the manufacturer), Cap City appliance has done nothing to resolve this issue and has threatened my wife over the phone for making the complaint.  At this time, I want nothing more to do with Cap City.  They are unprofessional, incompetent bullies with one of the worst online track records / ratings (yelp, google, etc.) I've ever seen.  Nothing more to be said.

Response: 12001782 Flack   Listen to this noise; if the tech cannot reproduce the "noise" or identify the problem, he is not going to throw parts at the unit.  That is the sign of a "shady" company.  The technician run tested the machine multiple times with no indication of any...

problem.  If you want a super quiet unit, you may want to step up in the product line a bit more.  If the machine makes a noise at 25 minutes into the cycle, then why did you not start the unit at the time of your 30 minute call ahead?  The technician found no abnormal noise at the time of service.  He followed the manufacture protocol.  No fault found, no parts!  Your description of the 16 year veteran technician is so far off base, it is actually farfetched.  No more service for noises.

The consumer would need to contact the dealer to get an exchange of the dishwasher. We do not exchange dishwashers. We are the service provider only.  We could not duplicate the noise of the dishwasher supposedly was making.

What else would they say? It took a week to return it because it is an hour and twenty minute drive one way and I am not taking off work to suit their hours. I am also not getting into a he said she said with these unprofessional people they know what they did; the reviews speak for themselves.

Once again, no parking, no service.  Consumer is required to provide adequate parking once again, seek reassignment.

So very sorry she feels this way.  The Ms. is getting a replacement unit or a buyout on her unit. Not quite sure why she is dinging us on the Revdex.com complaints when she really got what she wanted in the long run from her extended warranty company.  Have a good day!

Neither my wife nor I received this email you supposedly sent on 10/8. You could have easily attached a copy to your response; yet, you did not. I assume that's because it doesn't exist.This is not how your resolve complaints.This is not how you treat customers.The complaint stands, whether you say the matter is closed or not. If you would have turned us away for not having the serial number, why wouldn't you have requested that information BEFORE sending anyone out? That's on YOU. The matter is not closed. Your technician did not come to our house as a favor, seeing as we PAID him $86 for NOTHING. Our time is valuable, too. This is why we are requesting reimbursement of $86 for the "favor" as you said. People don't pay for favors.

We reject your response and complaint due to them being unfounded!  We do stand by our work and offer a guarantee, in this case a 30 day service call backing which you were well beyond.  30 days not 49 days, especially on an issue not addressed.  I have enclosed a copy of the technician report for the world to see, to prove your unfounded claim.  But wait, we are dishonest because we are not giving you what you want.  We have policies as most reputable companies do and we follow them, but oh, that doesn't apply to you...evidently.  If the technician did address an ice maker issue, there is no record of it and certainly no charges for it.  Out of the 90,000+ calls we have ran in the 3 year period with the Revdex.com 20 complaints, not bad, but most are from individuals like you that want something for nothing.  We gave you a guarantee for the work performed and that has expired, so make sure you tell all the facts when you follow your threats.  I will.  The Revdex.com knows exactly why we are not members and they fail to pursue that issue.  We have an "A" rating with the Revdex.com just not accredited. (Accredited means you pay their dues to be a member)

My apologies, I am just now seeing where the company has responded to the original complaint. It would be nice if a customer could receive another email before the complaint is closed to remind them to reply (or to make sure they saw the original email). Or maybe a phone call would be nice.Please re-open my complaint and add my response to the complaint.The original repair has not fixed the water leaking down the front of my fridge. Whatever repair they completed actually made the problem worse because now the water leaks down the front of the fridge and tube on top of the fridge freezes over. The original problem where water was leaking down the front of my fridge from the ice maker has NEVER been fixed. This is not a filter issue and never has been. Capital City has told multiple people I have complained about gray ice which I have never complained about. We have spoken to Whirlpool multiple times and they were going to try to send Capital City out one last time but they refused due to the service call that is supposedly due which I told them before they even came out I would NOT pay so they should have refused to come out at that time. When I told them I would not pay a service call I also asked for a Supervisor to contact me back before the repair technician came to my home which never happened. Whirlpool is sending a company from another area out to assess and fix the leaking fridge that Capital City has NEVER been able to fix. I have also lodged a formal complaint with Whirlpool and it has been escalated up the chain. There must be some validity to my claim since the new repair company has already ordered multiple parts and will be coming out to fix the fridge. Capital City's customer service skills and their lack of appliance repair knowledge is unexplainable. I guess that is what you get when you are the only company in the great Columbus area handling warranty repairs... you can try to "steal" peoples money by charging service calls when they couldn't repair the actual problem to begin with.Thank you

That's because I DID NOT DROP IT!  so if it was dropped then it was dropped while you had it and YOU FIALED TO INFORM ME OF IT, and in your first response you said "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." Well... I am not suppose to INFORM you of what's wrong with it; your suppose to inform me what's wrong with it, that's the point of bringing it to you.