ComplaintsforCapital City Appliance Service, Inc.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  End of May 2024, my washing machine was on the fritz. I called the manufacturer and they told me this company local is the one to help. $110 for showing up for 5mins. 3 months later they final have the part. In those three months they would only keep me up to date if I reached out. The repairman shows up 30Aug24. He installs a new part, proceeds to get nasty with me, wouldnt leave man house, called the cops after I had to defend myself etc. Now I go to do some wash and the machine does not work. I dont know what he did to my machine but he did not fix it. It worked even with a bad part but now it doesnt work at all. I spent almost $600 for them to fix a $1200 machine and it does not work. This company was nothing but snotty and down right rude when I need help.

  

  Business response

  09/04/2024

  ********* ******** ********

  Please let me start by stating, "there will be no refund, no further service, and no further correspondence regarding this individual." An example of her distortion is that 5 minutes for the initial visit was actually 38 minutes to complete the diagnosis. The part referred to was on a national factory backorder with the manufacturer and we had no control over that period, but we informed her on several of her repeated calls that she would be updated when we were given the available date from the factory. That was not good enough. Upon my technicians return to complete the job, the technician informed the Ms. of the remaining balance of labor and tax due and she became combative and very verbal. Then, while our technician was attempting to complete the repair the Ms. came into the room and brandished a firearm (hand gun) in front of the technician.  At that point he was unable to finish his task, and was forced to call the police to ensure his safety and departure.  A report was filed.  It is hard to help someone when they threaten harm to you!

  Regard,

  **** ****

  Customer response

  09/05/2024

  Although their explanation is flawed, it doesn’t not include a bunch of stuff, I will however just let this rest.

  Please show a complaint with you that these are not nice people and their service is horrible.  They never advised anything unless I asked.  They never advised I owed anything. And the tech was belligerent and threaten to which I asked him to leave multiple times before I had to get my weapon (which is in the police report)

  They refuse to refund for all the trouble, a lawsuit will be filed.

  
  Regards,
  
  *** ********

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company came to my house, were in the house for 15 minutes, did not do anything to see what the problem was or why it was occurring and left. Told the manufacture that they were there what was going on and said the manufacture said it was normal. The manufacture scheduled them to come back out, they said no, we have already been there. They were extremely rude, unprofessional, unwilling to see the job through and no one should ever use this company ever.

  

  Business response

  04/01/2024

  We are sorry you feel this way. But there is nothing wrong with the unit.

  We went out on the complaint being cloudy water. As stated in my technician's report it is air bubbles when dispended from the dispenser. My technician contacted the tech line and was at the home for 37 minutes not 15 as stated. Here is the report from the technician: 

  3/8/24 16:15: JP invlvd 3/8 FRI, 15:36 to 16:13, The water is foggy when it comes out of the unit. The fog are air bubbles and are dissolving back into the water at a normal rate. I called Whirlpool techline and spoke with *****.                   SR # *********** He states this can be a normal occurrence sometimes and there are no parts or repairs to correct this.; Job Cmpltd,

  It is air that is produced when coming through the lines. There is not an odor or harmful substance just air in the water. 

  Customer response

  04/05/2024

  I am rejecting the answer because they came to the house, they were there 15 minutes, they did nothing to check the fridge out except to pour a glass of water, did not check hoses, pull out fridge, did not call Whirlpool why they were at the house, said they call later. Whirlpool then ask them to come back out and call the engineer while onsite at the house and refused to do so and canceled the appointment and said they would not come back out. They did nothing expect tell me what they learn in seminars.

  
  Regards,
  
  ****** ****

  

  Business response

  04/05/2024

  Mr. ****, please understand if pulling your refrigerator out would have solved your molecular count in your water supply, we would gladly have done that.  But, it will not, and as previously stated in the technician’s report, dissipates back into the fluid at a normal rate which explains the process in your case.  Nothing more we can do for that and if you're dissatisfied with that, contact your selling dealer for a second opinion, or your H2O supplier. 
  
  The technician did call the manufacturer assist line and was directed by them as evidenced by the report number SR7738641947 given to him.  Sorry, we cannot be of further service to you for this issue.

   

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1/12/2024 Technician was sent to my home to fix my washer for the second time, once the parts came in. The first time the technician notified me he was there and l stayed in the garage with the technician while he worked. The washer was in the garage and the garage door was open. I was home but did not hear him pull in. Technician came in to my garage with out my permission to fix the washer. To test the washer, he unplugged the freezer and did not plug the freezer back in. We lost a freezer full of meat. We buy from the local fair to support 4H kids and pay more than it is worth to help support the cause. We also buy a cow every year from a young farmer trying to make it. Everything was lost by the time we saw the issue. I have a ring video to show proof of the technician entering my garage with out letting me know he was there. He did not knock on the door. There was no contact and he did not notify me that he had fixed the washer or was leaving (or even there). This child’s 4 H project went to waste and an animals life was taken, only to be wasted. Shame. I want the meat cost refunded.

  

  Business response

  02/07/2024

  After reading the customer statement I conducted a thorough interview with the technician to get the facts from him.  Call was confirmed on 1/3/24 @ 10/27 a.m. via text.  On the scheduled service date on 1/12/24 the technician called at 1:15 p.m. and left a voice mail message for the customer informing of his arrival, which was @ 1:36 p.m.  He saw the garage door open as was on his initial visit.  He went to the front door and rang the doorbell, which her ring cameral should have in history.  When no answer there, he proceeded to garage with the door open and entered to complete the work on the washer.  He moved the unit to the same receptacle that the Ms. had directed him to on his initial visit.  The receptacle had one open plug on it and the unit was plugged into that.  So, you see, there was no need to nor did he unplug any other cords from that receptacle.  The technician therefore did not cause the failure of the freezer.  He also left the unit in the middle of the garage to show that he had been there.  At this point I have comments regarding this complaint.  First, if Ms. was home, then why not answer the call or the ring camera mentioned with his presence and the garage door open as was on technician's initial visit?  Second, with all that beef in the freezer, in the garage, why not check it daily or every other day, to ensure operation instead of waiting 3 weeks later. Finally, why was there no call to our office to inform us of this? We are not responsible for this. There is no refund due.

   

   

   

  Customer response

  02/09/2024

  I am rejecting this response because: I have the ring video. He never rang the door bell. In your response, you admit that your employee trespassed by going in to my garage without permission. That is a criminal offense. There was no outlet available as we both outlets occupied by 2 freezers. He unplugged one and forgot to plug it back in. 
  

  I would like to resolve this with you. But, if not, I will pursue ********, as you have subcontracted with them. Openly admitting your employee trespassed in to my garage makes you even more liable. 
  
  Regards,
  
  ***** *******

  

  Business response

  02/19/2024

  
  The initial complaint filed states specifically, “The washer was in the garage and the garage door was open. I was home but did not hear him pull in.” This statement openly admits knowledge of the technician’s expected arrival. The nice thing about ring door bells, is that it notifies you when movement is made. If the device does not do this automatically, then obviously he had to ring it to activate the camera, for said video. The repair appointment for 1/12/24 was confirmed via text message on 1/3/24 at 10:27 “YES”. As well, the technician called 1/12 at 13:15 prior to arrival, and left a voicemail indicating he was enroute.
  The return visit was the same scenario as the first, with the garage door open and the unit located beside the SAME open outlet as previously instructed (by the homeowner) to utilize. Nothing had to be unplugged by the technician on either visit. Maybe, Ms. **** unplugged the freezer in anticipation of the tech’s arrival. Possibly even a family member, friend, or someone off the street, walked into the OPEN garage between January 12th and February 6th.
  More than three weeks later, 25 days after the repair to the washing machine was made, this complaint is received without prior notice to CCAS by the homeowner.  After 25 days, how can the blame be placed on the technician, who happens to be a Miliary Veteran with high scruples? As well, accusing him of trespassing after the appointment had been confirmed and the same scenario was present from the initial visit. Access into the garage AND in freezing cold temperatures, he went well above and beyond to ensure the washing machine was fixed and operational. He even moved it to the middle of the garage to indicate the unit had been addressed.
  Ms. **** also states she would like this resolved, but “if not, I will pursue ********..”. Seems Ms. **** is looking for “someone” to absorb her generosity, but unfortunately that will not be CCAS.
  In closing, unless video proof is available showing the technician unplugging the freezer, we will not be held responsible for Ms. ****s overpayment of the cow she generously purchased from 4H.  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Capital city appliance came to my house and charged me $95.00 for a diagnostic because they said my washer was no longer under warranty! So I said ok! The guy came and tried to turn the washer on, in which it wouldn’t turn on! He never took the too off and he never examined it to see what parts were needed! He came upstairs exactly 99 seconds later stating my whirlpool washer would need a motherboard computer and a new touch screen interface! (What are the odds both go out at the exact same time) less then 6 months ago when the washer was doing the same thing (but still under warranty) he manually reset and it was fine! This took him less than 4 min to do! This time he didn’t even try to do that and came back up after two minutes automatically saying it needed the above parts and that parts and labor would cost $850.00. I paid him and he left! I looked up how to manually reset my washer myself and proceeded to try this just to make sure before I paid them $850.00 to fix it the next day. Upon me manually resetting the washer worked fine and returned to normal operation and I haven’t had an issue since! This man at capital city appliance was going to charge me for parts that I didn’t even need and in no way he could be sure I needed by just looking at it. The washer now runs great and I dodged a major bullet with paying them for an issue that my washer never had! I feel betrayed and cheated and I want my money back for a diagnostic that he didn’t even do since we know now that those things were never a problem or broken at all! Capital city appliance repair is a fraud!

  

  Business response

  12/11/2023

  No need to feel betrayed, Capital City Appliance Service did exactly what the trip charge covers.  Trip out to the home, diagnosis and estimate for the repair.  You determine if you want to proceed with the repair or not and in this case, you have determined not to do the repair.  Instead, you would rather keep resetting the unit every so often as we did while we were there.  Capital City Appliance Service informed you as to what would be the "fix" for the unit and that is what our function actually is.  If you desire to continue to have a unit that does not operate to manufacturer specifications then that is up to you.  Your estimate to "fix" the unit is in place and is good for 30 days. No refund will be offered because we did our job accordingly and stand behind that fact.  Your choice to repair or keep stumbling through with operational issues is up to you.  This issue has been present and continuous for over a year.  If necessary, we could return and reset next time it occurs.

  Customer response

  12/27/2023

  They are saying that they came out and diagnosed my washer properly after trying to blame me for misuse of the appliance! After I reset the washer myself I discovered that there weren’t any problems/ issues with it at all and so this is what the repairman should have done and said! Instead he charges me 95.00 for the wrong diagnoses and tried to charge me 800 for two parts (motherboard/computer and front touch screen interface) that weren’t broken at all and it would almost be impossible for them both to break at the same exact time! If they didn’t know then they should have said that instead of lying and trying to replace unnecessary parts! I in no way used my washer incorrectly and I told them that which is the truth as it wasn’t ever broken! They try to blame customers for any and everything and that simply isn’t always the case! I was charged for a wrong diagnoses and was almost robbed for 800 more dollars by this company! The man is unprofessional! If he was a real technician then he would have known that my washer was fine and didn’t need those expensive parts at all but he didn’t even unscrew the lid to look at the motherboard so how would he know? They are a scam!
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a whirlpool washing machines from ***** and shortly after had issues with it. A friend in the appliance business told me what was wrong but could not fix it as Capital City was the contractor for warranty repair work. I called twice through whirlpool and both times the same repairman came out, blew me off, cut off a plastic cover that should not have been cut, and now I am having further issues with the machine as a result of his never fixing the problem in the first place. Ultimately, I am probably going to have to buy a new washing machine because this one has never been fixed properly and continues to have worsening issues. It is chronically off balance even with small loads. I do not recommend this business to anyone.

  

  Business response

  08/01/2023

  I have attached the dispute for this BBB complaint.

  Customer response

  08/01/2023

  I told the business it never worked right, it is NOT from how I do laundry as I had the same type washer for years and that one was fine, I did NOT have this issue at all with the prior Whirlpool washer ( it died of old age), and they would never send a different technician to our house. This technician-*****- was always quick to sign off and say nothing was wrong and I knew it was because I asked a tech who works at a different company  I will not recommend this company in the future as they don’t really fix the issues.  

   

  

  Business response

  08/07/2023

  I would expect nothing less than Ms. ***** to reject our response. Ms. ***** stated to our office manager that she has 4 kids and does, I'm certain, have a boat load of laundry, and to wait seven months to call and inform us wasn't fixed correctly since the last visit of December 16th, 2022, is very hard to fathom.  There was warranty still left on the washer at the time in question, so why so long?  Especially if the washer was not functioning properly.  I believe the Ms. is upset that one, she didn't report the issue in a timely manner, or two, the washer just experienced an issue and she is trying to defray her inner time period to use a defective washer, with a lot of laundry to clean.  Don't you think?I would offer to visit the situation, without an upfront trip charge fee to give an evaluation, and any parts, and or labor would be her responsibility.

  Customer response

  08/15/2023

  My last comment is this-

  Every time your repairman came, he made it sound like I didn’t know how to do laundry and nothing was really wrong. The washer has acted worse and worse. I’ve had another company look at it and they actually took apart part of the tub. The screws are loose and that middle part of the tub is going to need to be replaced. So all this time, it wasn’t my poor laundry skills- there WAS something wrong with this washer. Your repairman should have really taken the time to take a couple things apart instead of just looking underneath, removing a protective cover permanently, and criticizing my laundry skills. I will not recommend your company to anyone and I do not need any further assistance. I will end up just paying to have it fixed because I was told *twice* there was nothing wrong and I would rather pay for someone who is actually willing to do the investigation. BBB please close the complaint  as I have found help elsewhere.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has repeatedly send a man out that has done nothing aside from damaging my refrigerator and argue with me about not blocking the driveway. I've requested a different employee several times due to safety, and sent a message to a co-owner, and have been denied even an apology. Their employee has damaged the refrigerator the one time he pulled it from the wall, as diagnosed by another company. This employee also states he performed a seal test during his last trip totaling 3 minutes here. His employer states they don't know what that is, which means this negligent, incapable employee has lied to me and still not repaired my fridge.

  

  Business response

  06/29/2023

  Reference: Case# ******** ******* ******* (******)
  Ms. ******* has failed to report any of the pertinent facts surrounding this complaint. It is apparent the aforementioned mental illness has ultimately caused this entire debacle. Explaining why the instruction given was disregarded from lack of knowledge. We are forced to deal with incompetent individuals that seem to know our job better than we do. Our technicians are certified and factory trained, holding leadership for our industry in the area. 
  We provided service to the consumer (total 1.5 hours) and made multiple attempts to provide instruction for the proper power supply issue that was present. Unfortunately, the consumer disregarded these attempts and continued to supply the refrigerator with the improper voltage supply. In turn causing the unit's compressor to overheat and ultimately become inoperable. When an appliance, or any product, is not maintained and is supplied with improper electrical supply it is considered to be a FIRE hazard and poses risks outside of normal circumstances. When the consumer decided to disregard instruction by keeping the refrigerator plugged into a multi plug power strip also running several other refrigerators, the outcome was inevitably failure. The consumer was negligent and blatantly disregarded proper installation instructions of the appliance. This caused irreparable damage to a vital part of the cooling function. Yet that's "our" fault? Think not!
  The technician and his trainee were subjected to Ms. *******s belligerent behavior while in the home. Using slanderous names and both middle fingers to express her feelings as the technicians vacated the premises. A very warming moment for both technician and trainee. As they fled in fear of their lives, it was clear they were dealing with "mental health issues". Part of the job is to understand that we not only service the appliance, but as well are faced with situations such as these that may jeopardize their safety. THAT IS NOT ACCEPTABLE!
  We feel it is only fair to request Ms ******* be held accountable for her actions. Compensation being provided to the two gentlemen that were affected and endured Ms. *******'s belligerent outrageous behavior. 
  Sincerely, 
  John Vass
  Owner/President

  Customer response

  07/11/2023

  I have a video of your technician saying he performed a “seal test” you claim is not an actual test. This is not mental health, this is pure anger. Of course I’m angry. I’m angry I’m watching a man collect a paycheck for literally walking in for two-five minutes, and not even pulling the fridge out but once when he intentionally damaged the unit, as proven obvious by another company. 
  I contacted you when I kindly asked him to move his vehicle from blocking the entire driveway and was told nobody else could come after he yelled at me and belittled me. 
  I reported the smell and sounds I started hearing after the one time he left and actually “worked”. 
  I contacted you to try to set an earlier date after his first visit, stating my concerns that the plug is not why it wasn’t cooling. I was denied and waited a week for him to repair what he didn’t even know was the issue (when the unit was intentionally damaged). 
  I’ve contacted you with several concerns. I’ve been forced to allow a man in my home I clearly stated made me uncomfortable. I’ve been forced to be unable to purchase a new phone and have gone without all this time because I have to continuously buy ice and replace food I throw in the trash. 
  I did my part while I was calm and was treated terribly. 
  My attachments are unable to be uploaded.  I’ll try to figure out how to do that.

   

  

  Business response

  07/19/2023

  The video referenced by the consumer would need to be viewed by all parties involved and for all visits in question. The "anger" was apparent and reflected outwardly with the outrageous slander and actions portrayed by Ms *******. 
  
  Upon return, documented pictures show the unit was again plugged into the power strip as previously advised against. When addressed with the problem, it was obvious the dissatisfaction with the mentioned issue. This caused the refrigerator to fail, in turn causing the food to spoil and be "thrown out".  
  
  We have ample documentation that the technicians were in fear for their lives, as mentioned previously. Intentional damage is an outright false statement. Ms ******* is establishing sabotage and the accusation for forcible entry is deceitful and untruthful. 
  
  Any further false statements or slanderous accusations will be considered unlawful and considered for further actions to be taken in court. 
  
  Sincerely,
  **** ****
  Owner/President

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had capital city repair come to our home based on a warranty claim through Home Depot on a dryer we purchased in July. The man named ***** that came out acted very aggressively and started to question why the dryer was pulled away from the wall. I told him we pulled it forward to make sure nothing was stuck in the vent that goes outside like a sock because we smelled burning when it was turned on. About five minutes later without saying anything other than “they’ll be in contact with you” he starts to leave. I ask him “is that it?” And he slams the door and goes to his car without responding. I immediately call the company to find out what was going on and spoke with ******* who put me on hold. When she came back to the line she said ***** said we had taken the dryer apart and he wouldn’t fix it. I do not know anything about dryers. He said we took out a “motor pulley” which I had never seen. I was told he did not open up the machine at all. I asked them if it could’ve fallen out and she gave me mixed answers while continuing to blame me for something I absolutely did not do. I am attaching a picture of the thing he said we took out as well as the unit inside. I am concerned he intentionally put it there. He was very unpleasant from the beginning. I hope it’s not because I’m a woman or because we have LGBTQ signs(and even something indoors that shows our Jewish faith) but I am very concerned considering his immediate demeanor that is the case. Regardless, he is accusing me of doing something I did not do and refused to service the dryer.

  

  Business response

  04/21/2023

   This review has some true points in it, only the ones that state that the tech walked in, found the machine had the motor pulley laying on the top of it and the tech walked out. But, not before taking pictures of the unit and verifying that the front panel had been removed and damaged in that process. That along with the pulley  from the motor  laying on top, kinda tell the story here. The manufacturer is the one that states that if anyone has gotten into the unit that is not factory authorized it voids the manufacturer warranty.
    After reviewing the audio tape of the call, I feel for the CSR that had to endure the conversation with this person. We absolutely want you to know what type of people you are dealing with, nothing to hide here, but we sure wish you could understand what type of people we come across. It sure would open some eyes and minds.

  Customer response

  05/01/2023

   - the response above does not address the part the service worker supposedly found was not taken out by us. 
  -when I spoke to customer service they at one point said it could have fallen out of the back of the machine. She then said it couldn’t have. And then she said it could have again. 
  - I had another person here working on my house in the basement witness my interaction with the repairman who said it was completely unacceptable the way he treated the situation and me. I strongly believe he created a reason to not service the appliance. This piece he pulled out may have been pulled out by him.
  I am not sure what the company is referring to in regards to the “type of people” they have to deal with. They are not doing their job and accusing me of taking something apart that I one hundred percent did not touch. I just wanted my dryer that was purchased less than a year ago, repaired. 

  Customer response

  05/02/2023

  We did not remove or attempt to “diy” the unit. I was actually told the person who came didn’t even open the unit so I’m not entirely sure the pulley they said we removed was from our unit. Could it have been from our previous unit? Could it have been from the repairman? All I know for sure is that I did not take apart this unit and they’re saying there’s a piece that is now voiding my warranty. Knowing that I did not take it apart and the repairman who came was very aggressive and gave very little information, I believe they are to blame. 

  

  Business response

  05/08/2023

  In order to not be redundant, I will refrain from giving the facts as they were previously given.  However, I would like to direct the comment on the rejection.  You wrote, "I was told the person who came out did not even open the unit", but you then ask if the part could have been from the repairman?  You actually accused the repairman previously of planting this part.  I sure am confused by the contradictory statements and believe you are searching for and trying to place blame on Capital City Appliance Service, as your last statement conveys. We have pictures and data to support our claim and documentations for the manufacturer.  BBB, this complaint needs to be closed due to the ambiguity of the complainants’ story.  Nothing further Capital City Appliance Service can do and our company assumes no responsibility.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No show, no call- twice. Finally got something scheduled and they sent invoice but no showed- no one came to service our appliance and we have proof on our ring doorbell that he never came and would have had no way in our home without us letting him in. We have been months dealing with this company that charges and says they do work that they aren’t doing.

  

  Business response

  01/18/2023

  Why is it so hard for people to understand, “you cannot repair the unit without the needed parts”! When the parts are not available from the manufacturer and they are delayed for arrival, there is nothing we, as the servicer can do except to wait for their arrival.  Please understand that and quit claiming we have not informed you of that. We have been instructed by the manufacturer who was paying the bill, to shut the job down due to the consumer’s reluctance to wait their turn. We called the Ms. and let her know the part did not arrive in time for the service. The other time she states we did not arrive, it was a level 1 snow emergency and we did call and leave a message since she did not answer the phone that the office would call and reschedule her service, which we did once the office reopened.

  Customer response

  01/27/2023

  in accurate. I have the text that I asked if we would reschedule to snow and the response was no. I also understand parts have to be in but why schedule a service visit where we miss work waiting on someone to come, and then get an email saying they came, but they didn’t. Why would they send an email that they came if they didn’t havem parts none of it makes sense. That is why we are going with someone else 
  

  

  Business response

  01/27/2023

  Ms. ******,
  We are genuinely sorry you feel that way but I am not sorry that I didn’t send my trucks out in a Level 2 snow emergency in worse than horrible conditions.  The welfare of my employees far outweighs your complaints and rants.  You were informed of the closure after the weather had been determined as not conducive for travel.  We had you scheduled the 2nd time, while awaiting the delivery of the parts in hopes of resolving your issue as quickly as we could. And you were correct, no need to visit if parts were not available.  Transportation issues can cause these kinds of woes.  Your impatience was recognizable but not fully understood.  Sometimes things are out of our control.  We are ecstatic that you are going with another company in hopes they can satisfy your needs and wants.
  Regards

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Maytag Washer July 12, 2022…at Loews for $819.00.. However, the washer is under factory warranty…My washer stopped working in December 2022….The door would not lock(it’s a smart washer).. since the door wouldn’t lock.. the washer would not start…I called Whirlpool and told them what the problem is with my washer.. They gave me the name and phone number to call Capital City Appliance.. I called them they sent a service man out twice to repair my washer… each time the service man came out .. he stated that he ordered the wrong part.. for my washer…The service man stated to me that my washer should be dinged.. because it is unrepairable… Each time the serviceman came out with the wrong part he put those parts in my washer eventho they didn’t need to be replaced….It has been three weeks now since my washer has not worked..I called Capital City Appliance this last visit from the technician..and asked to speak with ****.. whom the office stated to me.. that he was there manager.. each time I ask for him or leave a message.. I never get to speak with him or receive a call back…Also, the last day when the technician came out… I called the office and spoke with a female by the name of *****… I asked when is the technician coming back out to repair my washer.. she stated she didn’t know… And she will have **** call me back…on that day…It’s been 3 days since the service tech left.. I still have not received a call back.. and again is still without a washer… I would like the resolution to be…to have Capital City ….Ding the washer that I have so that I can get a free working washer….Thank you..

  

  Business response

  01/05/2023

  *****:  Review ID # ******
  This review is unwarranted and unacceptable and the frustration of this situation is being directed at the wrong company.  As we have told Mrs. ***** on more than one time that we only repair appliances and have no say in replacing the units.  Warranty is for repair not replacement!  We use the parts provided by the manufacturer and if those parts do not communicate with what is being replaced  then we reorder which is the only option.  If Mrs. ***** would like a replacement as explained before then she would have to work that out with the manufacturer or dealer from which she purchased the unit.  The technician and office staff communicated that to Mrs. ***** multiple times with little comprehension apparently. 

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our Maytag washer in 2020. We started having to Ike with it in June-July 2022. We reached out to our extended warranty team who provided us with a technician from this company capital city appliance. Who have been to our home about 6-8 times with the same complaint and no resolution. They’ve ordered parts came out time and time again. The ladies in the office are rude they yell they hang up the phone. The tech wrote up a completely false statement and filed it with our warranty company and our family has been without a washer since. They’ve told us they aren’t coming back to service our appliance but won’t document that for Maytag to see. This company falsely reported inaccurate information and refuses to help its customers why is this a standing and allowed business . Please feel free to view the reviews on Google they are terrible and customers are having to use this company as an only option when they aren’t trustworthy because they know we have no other options for authorized dealers in our areas. Please please investigate and help us thanks.

  

  Business response

  10/11/2022

  Response: # ******** Goodwin
  Capital City Appliance Service made two trips to this home including the initial trip for evaluation of the washer.  At the time a part was replaced in the transmission.  This alleviated the original complaint of not finishing the cycle.  Additionally the control panel had no sounds and needed corrected, Mrs. was informed of this.  Later, Mrs. informed of not enough water.  Upon return to replace console, the technician did find a plugged water valve and replaced the valve.  Mrs. insists the washer is not getting enough water.  This washer senses the load size and adds water accordingly, so the fill may not satisfy the consumer’s desire for a lot of water.  The manufacturer technical assistance line was contacted and the report was filed regarding the water level issue. Their conclusion, with no error codes, and water fill, that the washer is functioning properly and no additional service was necessary.  File # ********** from Whirlpool tech line.  Any replacement is Whirlpool’s call only for replacement.  The consumers have been argumentative with our CSR’s from an initial call in June of 2022 and that carried over with this appointment.  The accuracy of the complaint leaves a lot to be desired. As for a repair, the unit is functioning within manufacturer guidelines and nothing more from service end that can be done. The consumer can contact the dealer that the washer was purchased from or the manufacturer if they desire a replacement.

  Customer response

  10/11/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because:This response is unacceptable and a lie. When we told this company that we were still having issues they did nothing to try to help other than tell us how long they were in business for and that we need to wash smaller loads. We bought a commercial washer for a reason. Almost every time they came out something else went wrong with the washer. Either the sound board wasn’t working or the washer would not fill at all or even try to complete a cycle. In 3 mins says the cycles complete with NO WATER in the drum. You ever seen a washer wash clothes with no water?  When your tech came he never started the washer with clothes in it to see what we see just because you don’t see an error code doesn’t mean we aren’t having trouble. It’s your job to do your job. You did everything but. He started the washer on a hot cycle listen to it run for a second and left. When he left wishing 5 minutes I called again and said listen we are having the same issue. They never came back they just went ahead and ordered a part. You automatically assumed you knew what part we needed without coming to assess the issue first. We waited 3 more weeks without a washer you came back out put the new sound board in and whatever part you assumed we needed ran the washer on hot cycle with NOTHING IN THE WASHER no fabric softener no detergent no clothes. and left. At this point of course we’ve had it with the lack of commitment from this company to do their research and resolve our issue we just keep waiting for a part you’d come out the part on and not try to do an actual cycle with clothes in the washer so yes by this time I was not happy being talked over and told you know what your doing basically if you’ve been doing for over 30 years as your tech Scott put it. We are a family of 4 without a washer What else could you expect. We bought warranty for a reason. You never tried to fix anything you patched what you could quickest way you could. Every time this company came out they were never at our residence for more than 10 minutes. I recorded the last conversation of them telling us they weren’t coming out anymore because there’s nothing else’s they can do. They are unprofessional and liars and should’ve be in business to serve anyone because they can’t do the simplistic fast of being honest. 

  
  Regards,
  
  ******** *******

  

  Business response

  10/18/2022

  RESPONSE: COMPLAINT # ******** GOODWIN
  I read in their response that they think they bought a “commercial washer”, this washer is a residential washer and designed to do small, medium to large loads and is a water saver/energy star model. The washer adds only enough water to satisfy it sensing request.  Nothing service can do to change that aspect of the operation.  Service did replace the water valve to attempt to appease the consumer’s desire for more fill water, but the washer controls that.  The manufacturer was contacted and confirmed the washer was operational as designed and service could not alter.  Consumers may want to check their house water pressure for additional fill assistance.  They have been very argumentative with our CSR’s and at this point they probably should reach out to their extended warranty company for another opinion since we “lie and do not do our job”.
  We will offer to revisit this washer, but there would need a credit card put on file to cover the trip charge, in the case we return and no problems would be found. 
  Finally, we are not the deciding factor for them to get a new washer as they have been requesting, that is their extended warranty company and or the manufacturer that determines that.
  Regards,
  **** **

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