ComplaintsforCapital Appliance Repair

• Initial Complaint

  18/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Web site indicates that they service ** appliances. Called to have a service done in ** refrigerator. Not cooling. Service tech arrived, looked at fridge and stated that compressor would need replacement. Capital cannot replace ** compressor as only authorized service company. It would have been prudent of the service desk to let me know that if it was a compressor issue (no cooling is a common result of compressor issue) that they could not repair it. Instead, I get charged a service call that I would not have done had I known they did not fully service ** fridge. Misleading advertising.

  

  Business response

  12/05/2023

  Hi ***,
  
  We are sorry to hear that you are unhappy with the service you experienced. However, while we do repair ** appliances, we cannot repair compressors. While cooling problems can be a result of a compressor issue, it can also be a result of many other components. Our service desk staff are not able to relay suggestions about issues as they are not technicians, and the issues can only be diagnosed by the technicians upon inspection. We hope this brings you a better understanding of the situation.

  Customer response

  12/05/2023

  
  Complaint: 19950663
  
  I am rejecting this response because:

  The company is misleading in their information.  It would be appropriate if they indicated on their web site that they will service ** appliances, but at least put a notice that they cannot service the compressor. That at least lets the consumer know that if yet suspect the issue may be a compressor, then they can choose to go elsewhere and not end up with a service charge for nothing.   The service desk agent also knew that they did not service the compressors as when I called back to complain, she told me that they could not but they would only know what the issue was when they came to look   She could have told me that at time of booking that if it was a compressor issue, the n Capital cannot repair it.   Their response reiterates that they knew in advance there was a possibility they could not complete the service.   
  I will certainly tell anyone I know that they should avoid Capital as they ‘may not be able to complete the service’ but won’t tell you until after.  

  
  Sincerely,
  
  *** ****

  

  Business response

  01/06/2023

  We understand your frustration and we apologize for any inconvenience caused during your recent service experience. We genuinely value your feedback and want to address your concerns to the best of our ability.

  
  We apologize if our website's information was misleading or unclear regarding our ability to service compressors in ** refrigerators. We appreciate your suggestion and we will definitely take your feedback into consideration. Regarding the interaction with our service desk agent, we apologize if you felt they were not forthcoming about the compressor issue. Our service desk staff members are not technicians, and they rely on the expertise of our trained technicians to diagnose and determine the specific issues with appliances, as previously stated. The front desk staff are only informed of each client’s situation after the technician has completed the diagnostics.

  
  We genuinely regret that your experience did not meet your expectations, and we take your feedback seriously. We strive to provide the best possible service to our customers, and we are committed to learning from this situation to ensure that we enhance our processes moving forward.
  

  
  

  Customer response

  01/06/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 19950663. I do not find their response very satisfactory. They are avoiding the issue.   
  
  Sincerely,
  
  *** ****

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a dishwasher that we chose to repair with this company based on false information provided by them (timeline of repair, cost of replacement of the dishwasher), after we explained our first choice would be to replace the appliance. After paying for what ended up being unsuccessful repairs, months of unresponsiveness and refusal to call me back, the resolution was that we would be refunded for the repair given that it was unsuccessful and pursued under false pretenses. I also explained we wanted the opportunity to secure a new appliance - given that this was our initial plan, but we would not be doing that with the company in question. I had to call multiple times going higher up in the chain of command just to be acknowledged. Now that I am trying to follow through with this agreed upon resolution (and after having to follow-up with the company when they assured me, they would call me back and did not), I am being told that the warranty for work has passed (although the website says 1 year, and this is what was discussed prior, with no exceptions mentioned). When I asked the receptionist if I could speak to someone else, she stated no, she was the manager. Finally, she agreed to pass me onto the owner who was above her but said it would be up to him if he chose to call back or not, giving me very little reassurance that this company will follow through on what we agreed on or even uphold their commitment to clients. *The part in question is the control board, the cables that were also replaced, were an appropriate fix, but given that we wanted to replace the dishwasher in its entirety and the false info that was provided to us, the company (Natasha specifically) agreed to a complete refund.

  

  Business response

  05/05/2023

  Hi *********,
  
  We are very sorry to hear that you are unsatisfied with the service you received from us. We do recognize the repair took longer than originally expected, but was successfully completed. When you eventually called us after some time about the dishwasher not working properly, we agreed we would take back the part and issue a full refund (even though the current issue was with a different part). You told us that you would call us back, but did not call back until 3 months later, when the warranty was no longer active. For this reason, we could no longer take back the part and issue a refund. We hope this provides some clarity to the situation.

• Initial Complaint

  25/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Capital Appliance Repair. An email (essentially as below, with dates, etc., added to assist ***) was sent to Capital Appliance Repair 22 June 2022, via ***'s Ottawa website. As of today, July 25, 2022, `here has been no response from the company. Re Invoice NO. ***** On June 20, 2022, your technician, ******, incompetently installed a new temperature controller in the fridge side of our SubZero refrigerator, causing a short circuit and tripping the circuit breaker. ****** advised us the breaker was defective. Our electrician replaced the breaker the next day and determined that the problem was a short circuit within the fridge. Your technician, ****, confirmed this June 22, saying it was a result of ****** having reversed the line and neutral wire connections on the new temperature controller. We had to empty the refrigerator freezer and also had to clean it, as well as pay the electrician's fee and the cost of an unnecessary new circuit breaker. We would appreciate your refunding the $275.00 + GST = $310.75 labour charge in the attached invoice, as the work was incompetent.

• Initial Complaint

  16/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I needed to replace the glass on my induction stovetop. I contacted the business and paid for the replacement on December 17, 2021. The amount paid was 1938.17$. They said they would have to order the part. To date, no service or product have been provided. I have tried calling twice in the last several months to secure a refund. On both occasions the company promises to get right back to me but I have never been contacted by them. At this point I would like to cancel the service and receive a full refund.

  

  Business response

  06/07/2022

  F**** ******* ********* ****** ********************************  ***** ******** **** ** **** **** ** *** ***** ******* ********************** ******** *** *** ******** ******** ****** ******* *** *** *** ******** * ********* ***** **** ********
  ** *****
  His cheque was mailed long time ago
  
  Regards
  
  
   
   
  

• Initial Complaint

  15/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called this business on July 3rd 2021. We required a repair to our Jenn-Air double wall oven. The repair was for the TOP oven control panel. Technician arrived and assessed the issue on July 6th 2021, confirmed he needed to order a part. While he was here, he opened the LOWER oven door which slipped out of it's hinge resulting in the door falling to the floor and a shattered safety glass. Technician was apologetic and reassured us it would be replaced. After numerous phone calls (many of which were not returned as promised) the "owner " came by to pick up the shattered oven door. He assured us the part would be ordered and replaced. Many months and phone calls later.... after being told the part was ordered, back ordered, not ordered, different supplier to be used, no longer made, we are now told that the company will "decide what to do." The manager called us on 11/112021 to say that OUR insurance has to email THEM to get it covered. I explained to her that my understanding was that it was their business liability insurance whom THEY would deal with to get this matter compensated and resolved. She insisted our insurance has to email them and we have to do up a claim. I just spoke with my insurance and of course they are not the ones who have to handle this. This company is very difficult to deal with. It is impossible to get any information from them and I am frustrated and disappointed. My oven is no longer usable and I wish for this matter to be resolved ** *** as quickly as possible. --- We have now been without an oven for over 4 months. There has been ZERO effort on Capital Appliance Repair's side to keep us informed of the lack of progress on this situation. They have been rude and dismissive and displayed a clear lack of customer service. * ********** *** ********** *** *** ****** *** *** ***** ** ** ***** *** *** ******* ********** 

  

  Business response

  08/12/2021

  We open a claim for the customer 
  We sent her email with the the information
  
  Regards
  Natasha
  

  
  

*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. ↩