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:09/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contacted this company about repairing my dishwasher. The technician arrived on November 30 with a mix up for an appointment time. After reviewing the damage, the technician provided a quote and stated that he needs to order a part that will be here by December 3 and the office will call me for an appointment to do install on December 4. I received no calls and when I started contacting the office, the answer was the same - they need to contact a technician and then call me back. I never received any calls, did daily follow *** and still was getting the same answer. finally, on Friday, I was told that the part is arriving on Saturday December 14 and they will call me for an appointment on Monday, Dec 9. No calls. When I called back on December 9, I was told the same - that the office needs to contact the technician and will call me back. When I asked to connect me with the manager, I was told I was talking to her. The person on the phone was very rude and when I requested information about the exact dates for when the order and was placed and delivery date, I was told this is not possible. She kept interrupting our call to switch to other calls and to get rid of me, she told me that I have now an appointment on Wednesday, Dec 11 and part is now supposed to arrive on Tuesday, Dec 10. I was charged a deposit and now there is no delivery timeline to fulfill the service. I am going to contact my credit card to cancel the charge since there is fulfillment of the promised service and service delivery is awful.

  Business Response

  Date: 13/12/2024

  Thank you for sharing your experience with us, and we sincerely apologize for the frustration caused by the delays and communication issues. We completely understand how this situation was inconvenient and appreciate your patience as we worked to resolve it.
  
  Unfortunately, the arrival of parts can sometimes be beyond our control, and we deeply regret not keeping you better informed during the process. Your concerns about communication are noted, and we will use this feedback to improve our processes going forward.
  
  However, were glad to update that our team was able to complete the job successfully yesterday, and we hope your appliance is now working as expected. If there is anything further we can assist you with, please dont hesitate to reach out. Thank you for giving us the opportunity to serve you.

  Customer Answer

  Date: 18/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:17/08/2023

  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've been dealing with Capital Appliance Repair since July 25th. A technician was sent to diagnose what the issue was on July 25. He diagnosed the issue as needing a new sensor. This would need to be ordered and was told it would take a week. He then came back on August 4th and informed me the sensor was not the problem. He then told me it was the control board and that would take another week for the part. He came today, August 17th and I was told the washing machine was fixed. It is not fixed. The machine is making the same error code and it is not working. I have spent I have now paid $680.00 for a fix on a washing machine that's not fixed. This seems outrageous. I want my money back as it seems that I would have been better off buying a brand new machine. Just because I'm a senior female with white hair doesn't mean businesses can take advantage of me.

  Business Response

  Date: 18/09/2023

  Hi *******,
  
  We hope this message finds you well. First and foremost, please accept our sincerest apologies for any inconvenience you experienced during your recent interactions with Capital Appliance Repair. We deeply value your trust and are committed to providing excellent service to all our customers. After your last message on August 17th, we sent ************** back the next day to reevaluate the problem. I'm pleased to hear that the technician was able to identify and resolve the underlying issue with your machine. It is now fully functional and operating as expected.
  
  We understand that this situation has been frustrating for you, and we genuinely appreciate your patience and understanding throughout this process. Please know that we are committed to ensuring the satisfaction of all our customers, and we take your feedback seriously. Once again, we apologize for any inconvenience you encountered, and we're grateful for the opportunity to make things right. Your satisfaction is our top priority.
  
  Thank you for choosing Capital Appliance Repair. We look forward to serving you better in the future.
  
  Warm regards,
  
  Customer Service Team
  Capital Appliance Repair

• Initial Complaint

  Date:31/07/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On May 29 I advised Capital Appliance by email that I had decided to proceed with the repair of my dishwasher after having received an estimate of $500 from their technician on May 26. There was no response. I sent a follow-up email on June 5 to which there was no response. I called the company on June 7 and was informed that the part would not be ordered unless I made a deposit of $250 which I did that day. Since that time there has no information provided by the company regarding the status of the repair although I made several inquiries. . I wrote to the General Manager on July 11 documenting in detail my several communications with the company and informing him/her that I no longer wanted to do business with the company. I requested a refund of my deposit. There has been no response from the company. *********** confirmed delivery of my letter at 2:21 July 12. A copy of my letter is attached to this complaint.

  Business Response

  Date: 14/08/2023

  Dear *************************,

  We sincerely apologize for the inconvenience you've experienced in trying to communicate with us regarding your dishwasher repair. We truly value your feedback and the opportunity to address this matter.

  We want to inform you that we did place an order for the required part after your deposit was received. Regrettably, we've encountered delays in receiving the part from our supplier. We understand your frustration, and we deeply regret that the status updates were not provided as they should have been.

  We're here to make things right for you. We are more than happy to cancel the repair and issue a refund, please just give us a call and we'll initiate the cancellation process and issue a refund promptly.

  Regarding the lack of response to your emails, we apologize for any confusion. It seems there might have been a technical issue causing your emails to not reach our inbox. We'll look into this to prevent such issues in the future.

  Once again, we apologize for any frustration this has caused and appreciate your understanding. Please don't hesitate to get in touch so we can assist you with the cancellation and refund process.

  Best regards,
  Customer Relations Team
  *********************************************

  Customer Answer

  Date: 15/08/2023

   
  Complaint: 20399918
  
  I am rejecting this response because the company has made no effort to issue the refund requested. Pls refer to the attachment for a detailed response. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20399918
  
  I am rejecting this response because:
  
  

  Three weeks ago an employee of the company called me to advise that a cheque would be sent to me. She called to verify my address.

  I thought this matter would finally be resolved but I was mistaken. Nothing has been received.

  My complaint remains unresolved.

   

  *************************

  Customer Answer

  Date: 13/09/2023

  I received a cheque today from Capital Appliance. Therefore you can consider this complaint resolved. I still consider the conduct of the company highly unsatisfactory and I intend to complete an online review as I indicated in my letter to them.

   

  *************************

• Initial Complaint

  Date:18/04/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:05/04/2023

  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 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

  Date: 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

  Date:25/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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.