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:12/31/2022

  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 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

  Date: 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

  Date:10/06/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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,
  **** **

• Initial Complaint

  Date:09/08/2022

  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 sent a technician for a refrigerator that is covered both by Whirlpool and a Lowes extended warranty. Fridge less than 1 year old and left door would not close and seal. Technician jacked up left leveling foot to extreme to get doors to close. Fridge now unlevel by over 3/4" and is badly cocked in cabinet. Photos attached will show new floor is flat and level. Photos show cabinet is plumb and square.
  
  Capital City manager was nonresponsive; dismissive and insulting in telephone conversation. Manager insist that titling fridge to get doors to close is acceptable practice. Manager dismisses photographs showing floor flat and level. Manager asserts doors are level after technicians work; photo shows four foot level on doors with 3/4" out of level caused by technician titling fridge.
  
  Additionally, there is now substantial ice damming built up behind lower drawer.

  

  Business Response

  Date: 09/13/2022

  Response:  ******** ********
  Capital City Appliance Service was dispatched to this call
  for the complaint of “doors not sealing”.  Upon inspection the technician found not only the door unleveled but the
  mullion was not engaging in its tract to properly seal the doors.  This was corrected by raising the doors to
  level, and the doors were square.  As the
  pictures supplied by consumer show, the level placed on the floor show the
  floor is not level.
  We will re-visit the situation, as previously discussed with
  consumer, and determine a solution.  The
  consumer fails to mention the conversation regarding that fact.  Typically when a leg has to be let down to
  correct the door issue, a flooring problem is the cause of the condition.