"Lousy and Expensive Service from Capital Repairs"

I called Capital Repairs on 3rd July to come and check out why one of the rings on our 3 year old AEG hob stopped working. A service call for one of their technicians was arranged for 5th July. I didn't receive the customary call on the evening of the 4th to let me know what time slot had been allocated for my job. Had to call Capital the following morning to find out what time their guy was coming. I was told between 12 midday to 4 pm. The technician came after 4 pm but he was thorough and professional in his work. He identified the problem which required a replacement part to be fitted. He charged me for the £117.30 labour costs which I paid and he told me to expect an email from Capital next day with a quotation for the new part. Didn't receive the email so on 7th July I called Capital up. Didn't receive an explanation as to why the quotation wasn't sent. The woman on the line accessed my job file and gave me a quotation for £73.52 for the part and put it on order after I paid Capital Repairs by credit card. They were supposed to contact me once the part was received in order to arrange a date come and complete the repair. I heard nothing for a week so I called Capital on 14th July. The woman I spoke to couldn't confirm that the spare part for our hob had been received. She gave me a very vague assurance that they would sort through the pile of spare parts received from external suppliers and come back to me with a date to come and finish the job once they found the part for our hob. So as of today 17th July I'm still waiting for Capital repairs to finish the job they started on 5th July. Their communication skills are non-existent. I have had to call them at every stage to find out what is going on. Not only have they given me lousy service but they have charged me a total of £190.82 where AEG would have charged a maximum of £169 for the job. Based on my experience I couldn't recommend this company to anyone.

"Left old Compressor with customer"

I have a Smeg fridge freezer which has been out of use for 1 month, initially the response was good and it took a while for the part to be ordered let alone arrive, I had to constantly chase it up, it was very difficult to manage for a month without a fridge in this hot weather. The engineer repaired the fridge yesterday but left the old compressor outside by my bin, it is very heavy and I did not know what to do with it. When I booked the part Capital Repairs should have told me that they will not take old compressors./parts away, I feel upset as I am now left with it and the Council does not want to know.

"Terrible service - AVOID"

UPDATE:
IT'S NOW OVER TWO MONTHS SINCE I FIRST CONTACTED CAPITAL REPAIRS TO FIX MY SMEG FRIDGE FREEZER. DESPITE THE CUT AND PASTE REPLY FROM THEM BELOW ABOUT BEING "GENUINELY CONCERNED" AND WANTING TO RESOLVE THE ISSUE IT'S NOW ANOTHER TWO WEEKS SINCE ANYONE FROM CAPITAL HAS CONTACTED ME. I'M TIRED OF CHASING THEIR CUSTOMER SERVICE TEAM AND WILL BE REQUESTING A FULL REFUND.

THIS IS NOT THE BEHAVIOUR OF A LEGITIMATE COMPANY THAT CARES ABOUT ITS SERVICE REPUTATION.
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I've been waiting for over a month now for my Smeg Fridge Freezer to be repaired, having paid for the labour and parts upfront and still no resolution or date in the diary for the repair.
Despite a speedy initial call out response (24hours) and a very professional technician who was able to immediately able to identify the fault and the replacement parts needed, the service since them has been terrible. Multiple delays and cancelled repair appointments and the most frustrating thing has been that I have had to continually chase Capital on the phone to get updates on the situation - awful communication from their end. And still no resolution.

One disappointed customer who wishes he'd chosen a company with better customer service.

"Not a 'repair' service"

Engineer attended and left after 3 mins. Suggested a couple of things and promised a report. No report, no fix. Not a service I would recommend. Phoned up to complain and highlight this, no refund offered.

"I had a engineer come at our place on…"

I had a engineer come at our place on June 12 2023 (Monday) to check our Bosh washing machine that was coming up we the error 06 PUMP and not finishing any program. He identified that the drain pump needed to be repaired. He mentioned he did not have one on his van (he had used the last one in a repair in the previous Saturday. and that someone from the office would call me to give a quote, and that by Friday 16 they should have it. And never received that call. I have been calling capital repairs since Friday June 16, at least once per day. So far, the feedback is always the same: they will call back with more information. So far they have not called back. Apparently, although this is a very standard Bosh washing machine, and a very standard drain pump, it has not been ordered yet because the supplier capital repairs used has not give them a price. I have been advise by them against sourcing the drain pump myself because that way capita repairs will not be able to install it and thus the overall repair service will not be insured. So as of today it has been 8 days since the engineer has come to our place and 11 days since I called to first book an appointment because the washing machine was not working.

"Excellent service"

Jason recently repaired our freezer. It is working well now. He is a polite, professional , thoughtful, engineer. We were forced to delay the fit and Capital repairs were most understanding and kept in constant contact . Excellent service thank you.

"Absolutely dreadful! Scammers!"

Absolutely dreadful service. Booked an engineer who came out and assessed broken oven (in April!!!!) - said I needed parts. Paid for parts and another visit. Another engineer visited in May. Stayed 2 hours, said he couldn’t fix it. Heard nothing from the company all following week. Contacted them and was told engineer had failed to file his report. After chasing 3 times I was told they can’t fix it and will quote for a new one - I said I’ve paid you £400 and waited 2 months, chased you numerous times and this is what you’ve come back with?! Got very apologetic email saying I’d have a quote for new oven taking into account what I’ve paid already by ‘the end of the day, or tomorrow’ - that was on June 1st. Have not heard anything since, have chased multiple times - nothing. They’ve essentially stolen my money, failed to fix anything and then ghosted me when I’ve pointed out how unreasonable that is. It’s off to trading standards for me - please avoid them if you don’t want to pay out money for nothing. They weren’t shy about chasing me for payment BEFORE engined visited - once they’ve got their cash they literally couldn’t care less what happens.

"Engineer Jason 25 Review for Gas Hob"

The engineer Jason 25 came to our house to fix the gas hob. He was very nice, pleasant and a very knowledgeable engineer. He's a very good ambassador for Capital Repairs.

"Efficient and knowledgeable engineer"

Efficient and knowledgeable engineer, no fuss and quick fix. Very polite and good customer experience.

"Good service"

Good customer service on the phone and the engineer who attended my property was polite and completed his task in a very professional manner.