"Polite and professional"

Polite and professional

"Poor Experience"

I originally booked with CR on the 22/12/2022 for a time to get my dishwasher looked at as the heating was no longer working. I was booked in for the 11/01/2023, at my request as I was not around when they had availability. I was told on the day the engineer would not be able to come out for some reason. I took a day off work to be here to have it looked at. I rebooked 2 days later, took another day off work, and luckily someone came this time who seemed knowledgeable.
He told me the part for the heating had gone and the motor needed to be replaced (which is weird as the dishwasher worked, just didn't warm, not sure why the motor needed replacing as well). I paid the fee for him to look at this, which was £111.43, but this included unlimited labour, so I was assuming the next part wouldn't cost so much.
I got a quote for the parts that needed to be repaired, they told me it would be £153.19 for both parts. I called to confirm that I would be ok with this, at this point the lady I spoke to told me it was actually £244.54 and that they could not honour the price they quoted to me for both parts in an email.
At this point I had been contacted by their sales team before I accepted the quote to say they could fit a new dishwasher for me instead for a total of £440.00 (on top of £111.43 for the call out). I said fine to this, I'd now fallen for the sunk cost fallacy! I sent over a bank transfer for this amount on 18/01/2023 (BIG MISTAKE, DO NOT SEND THEM MONEY BEFORE YOU GET ANY OF THEIR SERVICES). I stayed in contact every few days to see how this was coming along, never got any update without my prompting first. They kept reassuring me the dishwasher was coming until the 26/01/2023 when the sales person I was dealing with told me that they didn't have the dishwasher and wouldn't be able to get it until the end of February, they offered different dishwashers at greater prices or a refund. At this point I refused and asked for the refund of £440.00. TO THIS DAY I STILL DO NOT HAVE THE REFUND AND THEY HAVE STOPPED REPLYING TO MY EMAILS.
We eventually got a dishwasher all fitted, and up and running for £444.00 from AO, and they came the next day after ordering.
I will post an update once they refund the £440.00.

UPDATE: I have now been refunded on 16/02/2023 for the full amount.

Further Update: They have stated in their response that they are cheaper than AO, but in total their service would have costed £551.43 (including the call out) if I had gone through with it. They only offer a cheaper installation service because of the original callout anyway. On their email they stated that, because I had a callout, that their installation service would be £90.00 instead of £145.00, this means that without the callout service, their services would have come to a total £495.00 to begin with, so, AO are actually £51.00 cheaper for the same service.

As well, they have stated I took 2 days to respond to the refund, but looking at my emails, I actually took 8 hours to respond, not sure where they got the 2 days from, though I'm not surprised that they are confused.

"The engineer was great"

The engineer was great
Very professional and helpful
Would thoroughly recommend

"A very pleasant experience with…"

A very pleasant experience with knowledgeable engineer. As I suspected washer/dryer needed new pump which he carried in the van. All wrapped up in 1.5 hours.

"Poor experience"

Really bad experience with Capital Repairs. Engineer came and looked at our washing machine and advised we needed a new door lock. Part took 3 weeks to arrive and when he came back to fit it advised it was the wrong part. He came back two weeks later and again, had the wrong part. Came back after another week and again, the wrong part. Took the lock out to take back (no idea why he didn't to that the first time) and we are advised they now no longer make it. Really unprofessional over the phone too, was told multiple times I would be called back but never happened.

"Not happy with engineer visit"

I needed a engineer to look at my dishwasher which was leaking water underneath, the Capital engineer pointed out leak which he advised would have to be ordered, when asked about the price he gave a estimate of about £50 and delivery in a couple of days, so was taken back when the email quote was for £179…. after speaking to the repair dept delivery was quoted as 8-10 days, when I asked why so expensive the reply was would I like a quote for a new machine !
In the meantime we decided to look on line for possible solutions and identified the part needed was an O ring,
Which was found on line for £5 which included postage ordered and fitted …. No leak!
Thought the engineer should have know this!
Saved £174

"Cooker hood"

Good thanks 👍

"Successful repair"

First time I'd used Capital Repairs. Very pleasant to deal with. Reasonable and clear charging method. Knowledgeable fridge engineer, Stuart, who identified the problem on the first visit and returned when the part was in stock, completing the job efficiently and speedily.

"engineer was prompt and very…"

engineer was prompt and very competent.He changed the thermosat on my electric oven which was overheating. He then checked to confirm it was all ok before leaving, I believe his name was Charlie.

"Brilliant customer service from Stuart"

Inititally, this was going to be a 1* review, but thanks to Stuart going above and beyond to fix another engineers mistake, it's now 5* review.

We were refered by Caple and due to delays in parts, the fix took 6 months in total which was frustrating being pushed between Capel & Capital Repairs. After the repair, there was still a noise coming from the hood which one engineer told us was 'normal' despite very clearly not being normal. Stuart came out within 30 min, confirming that there was an issue and fixing it himself. The machine now runs perfectly.

Overall, a slightly painful experiance at times dealing with head office pushing me between pillar & post, but redeemed by one of their engineers superb customer service.