Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I was woke up out my sleep 3 by a technician from capital city appliance service in which I've never heard of them a day of my life. I didn't know they existed because I've never spoke with this company. The technician said he was sent out to fix my washer. So I called in to the company to figure out why they sent some one out to my house this early in the morning and I hadn't spoke with them or made any appointments to come out to my house. I explained to them my mother's death anniversary was 3 days away and I would have never had anyone come to my house this week because of our grieving. I thought I would get a simple apology but instead I got the opposite. The lady **** was rude and yelling so she frustrated me even more and she kept hanging up on me when asking for the owner. She kept refusing to let me speak to him over and over again after being rude and disrespectful. I've never dealt such unprofessional and inhumane people in my life. NO professionalism and no respect for the human kind, No one should ever be treated like that especially arriving at someone's house unannounced this is not okay and should have never happened. I apologized to the technician because he was just an innocent worker who was sent out and he had no idea that I had no knowledge of the appointment so this company put their worker and me in a very uncomfortable position. Literally I was in bed when he arrived so I had to get out of bed and get clothes on before I can even come downstairs because I had no knowledge of him being sent out,

  

  Business Response

  Date: 07/18/2025

  Re: Womick 

  Complaint ID: ********

  We were dispatched by *** ******** rental company to inspect a laundry piece she was leasing.  We attempted to contact her on numerous occasions by phone, text and email with no response by her.  On the day of scheduled service the technician placed his 30 minute call ahead and again no response.  He was in her area so to appease her leasing company we stopped and knocked on her door.  The door was opened by a youth and the technician was told to hold on.  Approximately 5 minutes later youth reopened the door and invited the technician to enter with her yelling from upstairs.  If *** did not want us to enter, they could have simply rescheduled the call at that time and no entry would have been made.  Instead, they offered the technician to enter.  He was very uncomfortable at this point and contacted our office and asked if he could vacate. He did look at the washer and found:  7/17 THU, 8:56 to 9:21, Mrs ********* of washer fill level during use. Found unit operating as designed. Found water level correct for this model. Informed *** on operation of washer. ; Job Cmpltd, 

  *** Called our office and began to berate our CSR over this issue.  The yelling by the *** was overwhelming to her so the call was passed to the manager on duty which was ***, who was then berated by *** *** did her best to satisfy *** but to no avail.  At that point I took over the call and attempted to appease the ***, but also to no avail.  as stated we made numerous attempts to contact her and had no success, and now we understand there is a response delay on that end.  We are truly sorry she was upset and we had no idea of any personal issue, which could have easily been communicated by her. 

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company refuses to help fix my appliance. Everyone at this company, managers and above are disrespectful and condescending. They are contracted by whirlpool so I have no option but to use them. They refuse to fix an issue even when it was recorded on video and in pictures. This is unfair.

  

  Business Response

  Date: 07/17/2025

  Ms. *******,

  All of our calls are recorded for accuracy and this complaint is not close to accurate.  Capital City Appliance Service in no way refused to fix this unit.  The technician was there to repair another issue the unit had and that took 1 trip to diagnosis and 1 trip to return to repair the issue.  During those 2 visits no noises were detected and any issue could not be verified.  Therefore,  no additional repairs could be preformed until said noise was present.  We cannot repair an issue that we cannot reproduce or verify.  We were scheduled to return to attempt to hear/identify the noise but Ms. canceled her appointment.  Then she writes a complaint. Talk about unfair.

  Sincerely,

  **** *

  *********

  Customer Answer

  Date: 07/18/2025

  I am rejecting this response because Whirlpool directly contacted your company and instructed you to (1) send a senior technician and (2) contact their tech line upon arrival. You declined to follow either of these instructions.

  
  Thankfully, as you mentioned, your calls are recorded—so this refusal, along with the disrespect I experienced during these interactions, is documented and verifiable.
  I am still experiencing the original issue with the appliance, in addition to a noise issue that has never been resolved. I never asked for parts to be replaced without identifying the problem—I asked for further investigation, especially after providing video and photo evidence of the issues. Instead of investigating, my service ticket was closed without notifying me, and I had to call in myself seven days later to find out why no one followed up. Whirlpool has since confirmed in writing that your company refused to continue investigating and I would have to find another authorized service provider for this issue, even with the documentation I provided.

  
  To be clear: I am not refusing service—I am refusing a specific technician I am uncomfortable having in my home. Whirlpool supported this request and instructed you to send someone else, which you also declined to do. I canceled the latest appointment because I was being strong-armed into accepting someone I had already refused, which is not acceptable.
  
  Yes, I am upset and at times have become escalated—and rightfully so. I purchased a brand-new refrigerator, and from the very beginning, the service process has been dismissive, disrespectful, and incomplete. I don’t enjoy being upset with people, but I’ve been pushed into a position where I feel unheard and unsupported. I expected far better from a Whirlpool-authorized provider. This situation remains unresolved, and I will continue seeking accountability until the issue is properly addressed.
  
  

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:03/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 08/01/2023

  I have attached the dispute for this BBB complaint.

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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