C MacDonald

I have used Capital Appliance Repair twice – once for my washing machine and once for my fridge. The technician who came for the washing machine was great and the washer was fixed the same week. I felt confident in trying them again when my fridge broke down. This second experience was a totally different experience. The technician had to come back a second time because the part he replaced the first time did not solve the problem. I have no issue with them having to coming back the second time but rather it was the attitude of the technician and the lack of communication from the company in between the two service visits (over 1.5 months) that made for a horrible experience. And the customer service while I was trying to lodge a complaint with them, before going public with my complaint, was just as frustrating as dealing with the technician. After 2 emails and three phone calls, I got a reply by email, not even a phone call, basically justifying whey the technician had to come back a second time. They totally misunderstood the point of my complaint which centered on the technician’s rude, unfriendly and argumentative attitude and the lack of communication from the company while I was waiting for the second part to come in. I had to call them to get updates on what was happening even though I had asked the technician to please keep me informed of the process. My second complaint is that although they take payments by credit card, they only issue refunds (for parts returned) by cheque which are only cut once a month. If they can take payments by credit card, they should issue refunds same day by credit card. I will not be calling them again and would encourage others to use someone else.