Customer ReviewsforCapital City Appliance Service, Inc.

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

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.

Given an appt for Aug 23 for refrigerator repair but received a text confirming Sept 10. Confused about the date change & delay, I called & spoke with ***** She was dismissive & unfriendly. I was already frustrated so I said nevermind & hung up. She then left a rude, condescending voicemail about whether or not I wanted to cancel followed by a snarky text msg. What!? Unprofessional & unnecessary.

I apologize that you are dissatisfied with your repair date. Your home location is ran 1 time a week and we were already full for that given date by your extended warranty company. It is also very unprofessional to cuss at our office manager when she was just trying to help.

***** was our repairman. Called and was here in beginning of our time frame.Had problem solved quickly and explained everything to us. Was very nice. Great service!!

Thank you for letting us know. We truly appreciate good feedback on our technicians. Have a great day!

Called for service almost a month ago. Parts were ordered at the time the service person was at the home. Called a week ago to see what the hold up was and told to call Whirpool and I did call them about the parts. I was told that 2 of the parts had been sent and 1 was pending arrival. Seems like very poor customer service.

Ms Conrad, We are sorry you feel the need to contact the BBB about a part we have not control over obtaining. The part availability from the manufacture has been greatly affected by the pandemic. That is totally out of our control. When the manufacture makes your part available and we get it in our warehouse, we will contact you to complete the repair, or we can cancel the repair and you contact Maytag for a different provider. Don't know why you would want to criticize our customer service, since we are at the mercy of the manufacture and they supply specified parts for your specific unit. The Service manager will be more than happy to respond to your complaint.