Customer ReviewsforCapital City Appliance Service, Inc.

I would give zero (0) if possible. Worse place ever to deal with. ***** is under warranty with *********. This place is only service Whirlpool uses in my area. HORRIBLE! Came to do a diagnostic on my stove. Did not pull out the stove and check the electrical stuff in the back. Lifted the top and took 2 screws out inside oven. Been to my house 3 times and my stove still does not work. Been without a stove for almost a month. I WOULD NOT RECOMMEND THIS COMPANY TO ANYONE. And the woman who answers the phones there "*****", is very unfriendly, unhelpful and rude. If you have to use this company all I can say is GOOD LUCK!

Thank you for your feedback. We understand how frustrating it can be when an appliance is not functioning as expected, especially when dealing with warranty issues. To clarify, our team has made several visits to your home in an effort to address the problems with your stove, which were ultimately traced to a manufacturer defect. While we are the service provider assigned by *********, the issues you experienced were related to the stoves internal wiring, which was pinched during the manufacturing process. Our technicians follow all proper diagnostic procedures, and in this case, the troubleshooting process took time due to the complexity of the problem. We understand that this can be inconvenient, and we did our best to address the issues in a professional manner. We strive to provide excellent service, but we also want to ensure a safe and respectful environment for both our technicians and customers. If you have further questions about your warranty or the service provided, we encourage you to reach out to ********* directly for additional support.

Ive set up and appointment with whirlpool and get a confirmation email about the service and time frame. But Capital city appliance service called me n left a message a day before the scheduled date and said my schedule day is fully booked and they need to switch me to another day, I called back and try to find out why the appointment has to be rescheduled because its been confirmed but they said the email was sent by whirlpool, not them. So anything scheduled through Whirlpool cannot be finalized without their confirmation. I found this is nonsense, how would we know which third party the manufacturer company is going to use, of course customers is contacting the manufacturer directly to make schedule, if that scheduled appointment doesnt count, what does?! I can accept miscommunication or mistake theyve made but the way the lady over the phone answered me is not acceptable at all. Very disappointed

I'm so sorry the *** was disappointed that her appointment was moved from a tentative date the manufacturer offered her. There was no mistake on our part that areas in town the technicians were already overbooked for at that same time/date. However, even more disappointing to me is the lack of understanding of the truth and our effort to accommodate her. Our schedules are finalized by us and not the manufacturer and she was notified promptly of the change to the next day, which by the way was then rescheduled by her for a later date. Again so sorry for the delay of service.

Wow! Wish I would have read these reviews before I called them only called because Maytag referred me. Drain pump was continuously running and door was locked. $105 for a 10 minute diagnosis. Technicians gave me an estimate of $740 to replace a control board and water sensor in my 6 year old Maytag front loader washing machine. Decided to think about it cuz I paid $750 for it new. I asked for the error codes and an estimate. After researching the error codes on Maytag.com I was able to reset my washer and now it works fine. Rip off! Do not trust! Do not recommend! ZERO STARS !!!*

Thank you for taking the time to share your experience with us. We're pleased to hear that you managed to reset your washing machine and that it’s currently operational. However, after reviewing your case and our technician's comprehensive diagnosis, we confidently stand by their assessment as thorough and accurate, given the symptoms your machine exhibited. Our technicians are trained to provide reliable and precise diagnoses based on their expertise and the appliance’s condition. The recommended repairs were aimed at ensuring the longevity and proper functioning of your machine, as unresolved underlying issues might cause the problem to resurface. While we understand that the cost of repair can be a concern, especially when compared to the original price of the appliance, our pricing reflects the value of quality service and durable parts that could potentially extend your washer’s lifespan significantly. Should the issue recur, please remember that we are here to help. Feel free to contact us if you decide to proceed with the repair or need further assistance. Thank you again for your feedback.

This company was suppose to come Wednesday for repair on my washer. They now have rescheduled the repair for another week away. They say it's because of location. Not fair to have to wait that long. Very disappointed in them*

I am sorry you feel this way but I don't see you in our data base by the last name or zip code. Please contact our office manager to further discuss your situation. We are open 8-5 Monday-Friday @ 614-308-9028

Refused to fix Whirlpool dryer under warranty. Total waste of my time. Extremely rude office manager and incompetent technicians. Threatened to charge me for a warranty repair. Stay away from this place.

We are sorry that you did not like the way the dryer operates. We advised you that the dryer has to have a full load in order for it to work properly to have the clothes hit the sensors. Our technicians are factory trained and just not to throw parts at the appliance if not needed. Please contact our office if you are still having problems.

I had used CCAS in the past, with good results. I called them when we had problems with our microwave. They came when they said they would, but things did not go as planned. I paid $98 for a diagnostic on the unit. When the problem was discovered, I was supposed to be told what the issue was and be given an estimate for the repair. That didn't happen. The technician simply went ahead and fixed the problem without telling me in advance what was wrong. He did NOT tell me in advance what was wrong, but I let it go because it appeared as though the problem was fixed. It wasn't. The next day, my husband touched the grill above the oven door & discovered it was loose. When he touched it again, a piece of it came off in his hand! The whole grill came off in 9 separate pieces. I was in the kitchen when the technician took the unit apart & I know the grill came off all in 1 piece then. I wasn't in the kitchen when he put it back together, but, based on the way it was broken into so many pieces, I can only presume that he applied too much pressure to the screws holding it in place as the grill was broken away from all three screws as well as being broken in other places. Long story short: They refused to make things right to my satisfaction. I never once spoke to the manager on the phone. He was always "out of the office" when I called. I don’t even know his last name. One of the people that answered the phone when I called was very rude. Their customer service is awful! It was so bad that I filed a complaint with our credit card company. They did an investigation using all of my evidence - a running journal of events, i.e., notes from phone calls, and I copied and pasted text directly from any emails I received as well as text from online chats. The credit card company found in my favor and we got all of our money back. I will NOT do business with CCAS again as long as "****" is still the manager. They need to treat their customers better.

Response to Christine I. Thank you for taking the time to provide feedback on our services, Christine. We're glad to hear that you had positive experiences with us in the past, and we truly regret any inconveniences you may have faced during your recent repair. Addressing your concerns, it's important to us that we clarify the situation. As per our records, when our technician arrived to diagnose the issues with your microwave, they did indeed proceed to repair the unit and restore proper functions. The grill's malfunction seems to be an unfortunate incident, and in our commitment to customer satisfaction, we returned to replace the grill at no extra charge to you, ensuring that your microwave was in working condition. We understand that you had asked for additional services, for which we provided an estimate. However, you did choose not to proceed with these extra services, which is completely within your rights as a customer. With regard to your communications with our team, we're sorry to hear that you found our customer service unsatisfactory. It's important to note that our goal has always been to resolve your appliance issues. We are glad that your microwave is now functioning correctly and that you received a full refund from your credit card company. While we hope we could have resolved the situation in a more satisfying manner for you, we believe we took the necessary steps to make it right. If you wish to discuss any questions or concerns you regarding your service, If you wish to discuss this matter further, or decide to pay for the services rendered, please feel free to contact our office. Thank you again, and have a good day.

I don't know who to address this to, because in what seems to be your normal practice, you did not provide a name. In your attempt to address my concerns, you have conveniently left out the most important part of the problem I had with your company. It started with the diagnosis. I paid for a diagnosis that, when completed, I would be told the problem and be given a written estimate for the repairs. Regardless of what the technician has claimed, he DID NOT tell me what the issue was BEFORE the repair was made. AND, he did NOT give me a written estimate for the repairs before the repairs were done. Rather, he just went ahead and repaired the unit without my knowledge or consent. You would know this if you had read all the correspondence I had with your company before I filed my complaint with the BBB. Your technician did NOT follow company protocols, and then he LIED about what he did and said. You chose to believe him and not me. Therefore, I filed my complaint with the credit card company. After an investigation, one in which I provided plenty of evidence for my claim, they apparently believed me. If YOU had believed me, we could have eliminated my need to file a complaint.

Take caution if Capital City Appliance is called out to repair your appliances. After calling KitchenAid/Whirlpool to report an issue with my freezer's ability to properly cool, a tech came out looked at the refrigerator, and declared nothing wrong. Fast forward a few months I called again to report the same issue because the manufacturer's warranty was about to expire. Again they came, ran tests, and declared there was nothing wrong. Now that the fridge is out of warranty, it completely stopped working and again Capital City came to diagnose. They suggested it was a bad control board and evaporator cover and sent an invoice for a cost of $1000. Because it was out of warranty, I opted to fix the issue myself to save some money. The fridge is now working, but still, the freezer is not cooling properly. I called Capital City again because I had heard there was an extended warranty on some of the cooling components. The same tech came back out and declared the compressor needed to be replaced but said it wouldn't be covered under warranty because I had fixed the control board problem myself.Funny thing is, every time the tech came to visit, he informed me this model of appliance had a number of known issues. If there were known issues, why wouldn't they address them? In short. If your problem is obvious and glaring, they might fix it. Otherwise, you'll need to nag and be a thorn in their side to get anything actually fixed.This is not a company I ever want to work with again.

We have reviewed your account to address your concerns. During each service visit, our technicians use a device that records the temperature of your unit over an extended amount of time. During the first and second visits, the recorder reported that temperatures were consistent and no other faults were found. Unfortunately, we cannot predict if a part may fail in the future, and we cannot repair or replace parts that have yet to fail. However, our technicians were forthcoming with advice that attempting to fix anything yourself may void any remaining warranties; such was the case when your unit and the voided warranty on the compressor. Thank you for the opportunity to address this matter."

We have reviewed your account to address your concerns. During each service visit, our technicians use a device that records the temperature of your unit over an extended amount of time. During the first and second visits, the recorder reported that temperatures were consistent and no other faults were found. Unfortunately, we cannot predict if a part may fail in the future, and we cannot repair or replace parts that have yet to fail. However, our technicians were forthcoming with advice that attempting to fix anything yourself may void any remaining warranties; such was the case when your unit and the voided warranty on the compressor. Thank you for the opportunity to address this matter."

9/29/22: We went to the home and the freezer is @ 0 degrees but the fresh food evaporator fans located in the cover were not operating consistently, so the cover and board would be needed.10/3/22: The repair estimate was declined.11/1/22: Mr. called stating freezer not fulling cooling properly, cannot fix we knew the issues from before we arrived from previous service call. Found out the Mr. is trying to sell the refrigerator on the internet. Had already gotten a new refrigerator from Whirlpool at a great discount.Response: Capital City Appliance Service as well will not be offering any additional service to ************. The only problem we could detect was addressed. We checked the refrigerator and monitored it for an extended period with no issues and now a problem has appeared only after Mr. *** attempted his own repairs. Stating we did something wrong or misdiagnosed the refrigerator only shows his attempt to misdirect his own attempts causing failure. He was well aware of those ramifications as he states.

A technician arrived at our home to repair our refrigerator on 5/12/2022. He was fast and courteous. He stated to give it 24 hours to cool down to operating temperature. The refrigerator has never cooled down at all. I called the company on 5/13/2022 and spoke with ****** She was rude and flat out disgusting. I explained to her the problem and she stated we needed to file a warranty claim with the company we purchased it from. I explained to her that CCA broke it and this should be their problem to repair it. They are awful and trying to get paid for something they damaged. ***** is flat out rude and should never work in customer **********************.

This consumer has an extended warranty that we advised him to go back to them to send a dispatch back to us. When it was sent it was stated on his dispatch that he has "compressor only" service. We have canceled his call and advised him via text to contact his extended warranty company.

They set an appointment to review the process listed above for Tuesday 5/17/2022 to inspect what the did wrong. We have currently been without a fridge for almost 6 days since they damaged our fridge and hasn't worked since. They canceled the appointment with a note stating since you made a BBB complaint you need to find a different service company. Right before the day they were suppose to repair what the damaged. Terrible company, do not ever use them for anything. I would not let them touch anything in your home they will for surely break it. They then will deny it and say your out of warranty.

They are also lying in their comment they posted. I have a full warranty on my product from Best Buy/Geek Squad. Best Buy hired them and I am going to do everything I can so this doesn't happen to any other person again, they are terrible in every aspect and will lie at every cost to protect their terrible employees that work for them. The owner and managers should be ashamed of themselves for their employees and hold them accountable for their actions.

Terrible customer ********************** from technician ***** to the receptionist ******* up to her boss. The technician could not pull out the oven to service the motor during initial service appointment. So I took the day off, and arranged the other two individuals who installed the oven at the first place to be here at the same time with the technician to help the technician on 02/18/2022. The technician called in the morning to give me an ETA and asked me to see if the oven was already pulled out. And I said no, but I have two ppl that installed the oven waiting here to help him. He insisted that he needs them to pull the oven out because he only 30 mins for this job. Like it is my problem here to help him. He did not like the way I responded back at him and he said he will have his boss call me and hung up on me. Of course, that did not never happened until I reached out back to them... The person who answered the phone and the supervisor were both worse than the driver the way they were talking with me. I told the supervisor to see if she can send the driver back since I have two people waiting here to help him, plus I took a day off from my job to be here. She started to arguing with me and saying that her technician is in top 10 within the nation (like this is going to help my situation), and hung up the phone on me. My wife called back the reschedule and they refused to do so... Who on earth can approach their customers like this? I am not surprised the reviews and their overall rating on this site! Where is the owner of this company? He or she clearly does not have the right ppl in place and when he or she is going to realize that? I am calling GE to file a formal complaint against them since they are the "authorized" shop, as well as ********** of ******** and the office Attorney General....

****************** your initial service visit, you were informed by the technician to have the installer correct the installation PRIOR to the return visit. Your failure to follow instructions is the ultimate reason for the repair to be haltedon 2/18/22. The technician gave explicit instructions, which you signed off on and acknowledged. Your decision to establish a "meet" for the technician and the installer was not necessary. ***** did not need "help" with the repair. He needed you to have the electrical connection corrected so he could remove the unit to complete the repair. No, he did not have time to wait for the installers to perform this task. The installers should have addressed the issue prior to our arrival and either corrected the wiring or had the unit uninstalled. Which again, was advised multiple times. So our question is, why did you feel it was satisfactory todisregard the instructions given and then blame us?As for the customer ********************** you received, your condescending demeanor and comments were out of line not only with the technician but also with the office staff. We strive to hold a higher standard with our customer ********************** than most. Unfortunately, when dealing with consumers that feel they are allowed to speak and act as they please, that is when we draw the line!Reviewing the audio of your phone calls, our CSR's and Managers did not speak out of line or become ***** at any point. Our responses to your call was nothing less than what you had already been informed of, multiple times. Since you felt it was okay to disregard the given directions, the demise of your repair lies on you.This specific technician is very seasoned and takes great pride in his work. Hehappens to be one of the top in the Nation, which was pointed out upon one of your "not so nice" comments of his abilities.We will continue to maintain our position in this matter. We do recommend in the future to take heed of instructions to avoid wasting anyone else's time, as well as your own.