"Impossible to get a exact appointment time. "

Unfortunately, I needed to cancel my appointment because capital repairs was unable to give a time frame when the engineer would come home. I work in a hospital (day/night shifts) and it was impossible to plan in advance. The text message to confirm the appointment comes too late in the day and it did not allow me time to plan the following day. Telephone customer service will not give any time frame. So I needed to cancel my appointment.

To book the appointment, you need to give your card details. Initially, I thought that it was an authorization, but 120£ were taken from my account in advance. If I had knew, I would have never given my card details.

Now I am waiting for refunding. So I hope it happens in 5-7days.

Capital reparis, that needs to get better.

"Disappointing service"

It's a shame that I have to report such bad service. After an initial phone call with a very helpful lady, I decided to proceed with booking my repair with Capital repairs. It was booked in for Monday 14 October and I was told I would get confirmation of an ETA on the Friday before. On Friday I received a message to say it had been changed to Tuesday. That's fine, I understand sometimes bookings need to be changed. I contacted the office as Tuesday wouldn't work for me so I booked it for Monday 21st October (today). Again I was told I would receive notification on Friday of the timeslot. I didn't receive anything so this morning (the date of the booking at 10:21 I rang the office. I got quite a curt response when I rang the office to tell me that I would never receive notification on a Friday, only on a Sunday or first thing Monday morning. I explained either way that I had not received a message on either of these, so I would like an update. The lady then told me that the booking had been cancelled, she has no idea why but it won't be happening today. I have asked for a refund as I can't keep on booking dates not knowing whether it will actually be fulfilled.

Edited on 28/10/2024
Further to my review last week, I feel the need to add more details. When I cancelled the job last week I was promised the refund to my bank account within 5 days. I checked this morning and sure enough, the money has not been returned.... I rang Capital repairs just now and the have advised it hasn't been processed and will be a further 3-5 days.

You will all see that "Karen" has said she would like to resolve the complaint. I have asked to speak with Karen but she is not available and a manager cannot take my call.

All in all pretty poor service.

"Unpleasant engineer, Telling Company I was Unpleasant "

Grill repair, booked for 16 October 24, between 2.49 pm and 6.49 pm. Paid £150 up front. Waited over three hours for the engineer to turn up. He never contacted me to say he was running late. I phoned him several times. He did not answer his phone. Finally, he answered his phone. He did tell me he was stuck in traffic. I asked him if he might be coming soon. He started shouting at me, and then said he was not coming now. I said OK and hung up.The man was extremely unpleasant. He is now saying I was unpleasant to him. I phoned the company to complain and ask for a refund. I don't want them to come out, and have now booked another company to come out to fix my grill. I want a refund, which they seem reluctant to give me. I do not want all this hassle, and I do not want them trying to force me to have another engineer come out, so they don't have to reimburse me the £150 I've paid to them up front. I have also contacted my Visa company re cancelling this payment.

Basically, do not use this company. I only gave them 1 star because I had to. I want a refund from this company for the money I have already paid to them.

"AVOID"

AVOID! Beware of this company, it is an absolute scam. They have partnered with Pacifica and it is near on impossible to get a straight answer. They take your money upfront so have no incentive to carry out the work. We are 1 month on from the initial call out, with 2 cancelled visits and a complete lack of communication both internally and with us. They are refusing to refund the money even though I have zero confidence they are even capable of the repair.

"DO NOT USE THIS COMPANY"

DO NOT USE THIS COMPANY! Shocked to receive such bad service. Awful customer service. Rude and lots of time on call waiting and being hung up on and promises of call backs that never happened. Turned into to long and painstaking saga with no result. I had to go with a different company as I knew it could drag on. Also no way to complain. I emailed an email address I found on Trustpilot in response to complaints and guess what- no response to my email! They take your money and don't do the job. The first engineer did not report the parts that needed ordering and the second engineer apparently listed parts that aren't for a dishwasher! I had a promise from Beth to look into it and call back but guess what, no call back. I know if I chase it I'll be hung up on again! Nightmare! Be warned!

"Very helpful and polite"

Very helpful and polite

"Help from Spares section"

Called in hoping for a short piece of heat resisting cable. Not a stock item but successful resource made to a "Bag of Bits" to find something similar. Very friendly and helpful service; many thanks

"What a fast descent from a reliable…"

What a fast descent from a reliable company to a shambles! Capital have been excellent in the past, but were bought out (this year?) by Pacifica. The telephone reception staff were offhand; the system wouldn't log the make and model of our machine; no fewer than three appointments were cancelled at the last minute, two of these near the end of the time slot we'd been promised. The fourth appointment would have been cancelled if I had not made a big fuss - the poor engineer had to come, again after the time slot, well into the evening. 5* to the engineer Jay, who was excellent, but I won't use this company again.

"150 pounds for the engineer to come out…"

150 pounds for the engineer to come out and confirm the oven thermostat is broken. We've now been waiting 2 weeks without any gas in the house (no hot water, cooker etc) and still haven't received any comms on when the parts can be sourced and/or the work completed

"Horrible customer service"

It took two months of coming back and forth to fix my appliance, they order wrong parts, hung up your call repeatedly, let you hold for thirty minutes and hung up the call all of the sudden. I got hung up multiple times for no reason or explanation. They sound very nice and approachable when you place the order and make payment, but when there is something wrong during the process, no one seems to care to resolve the issue for you. Yet, no one get back to me and my appliance remains unfixed.