Complaints

• Initial Complaint

  11/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this letter as an outraged and deeply dissatisfied customer who feels entirely taken advantage of by your company. I trusted you to resolve a straightforward issue with my KitchenAid 6-burner oven, and after over $800 spent across more than six appointments, the problem remains unresolved by your company after misdiagnosing the issue multiple times. From the very first visit, I explicitly explained that the oven was not heating properly, getting stuck on random temperatures, and failing to reach higher settings. I also asked whether the broken oven door could be repaired. I was promptly informed that the part for the door was no longer manufactured, effectively dismissing my concern. Yet, here we are, six appointments later, and I am hearing from your technician that the door not closing properly is likely the root cause of the ovens heating issue a concern I raised at the very first appointment.Your team replaced the motherboard and attempted various other repairs, none of which resolved the issue. Adding insult to injury, the final technician admitted that an aftermarket part could potentially fix the door but stated that your company policy prevents ordering or installing such parts. This left me at a complete loss as to why I was strung along for multiple appointments and payments if the root issue was never adequately addressed. To make matters worse, this technician promised that a manager would call and never did. I have placed many phone calls to your company to have a manager or the owner called me and no one to this day has called me back. My husband ended up ordering the after market part for the door, which cost a little over $100, he looked at the parts diagram online and fixed our oven himself. We are requesting a full refund that we paid your company who never fixed our oven.

  Business response

  12/02/2024

  This document outlines our detailed response to a customer complaint regarding unresolved issues with their appliance. It includes a step-by-step account of the diagnostics and repairs performed, supported by verifiable error codes and testing results. While we regret the inconvenience caused by intermittent issues and delays in identifying a root cause, we assert that the services provided were valid and effective for an extended period. Fault codes were verified and never occured again after changing the parts in March. The customer was not charged to diagnose the hinges as a secondary failure point in any way. 
  

  Customer response

  12/02/2024

   
  Complaint: 22615539
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer response

  12/02/2024

  
  
  
  
  I am utterly appalled by the level of service I have received from your company. I cannot fathom how it is acceptable in any business practice to charge a substantial amount of money for a repair, only for the exact same issue to persist repeatedly. Your companys inability or unwillingness to address the problem has left me feeling thoroughly taken advantage of.
  Despite your technicians clearing error codes and making various claims about what was wrong with the oven, the issue was never resolved. First, we were told it was the main board. When that didnt work, the blame shifted to the prior technician supposedly not setting the oven correctly. After fixing the settings, we were assured the problem was resolved, yet it continued.
  After all these failed attempts, we were promised that a manager would call us. To this day, no manager has reached out, despite me placing multiple calls requesting to speak to a manager or the owner. It is glaringly obvious that your company is avoiding its responsibility to provide a solution or issue a refund for your complete failure to fix our oven.
  
  
  From the very first visit, the problem has always been the same: the oven door did not shut properly, which caused the oven to fail to heat evenly or function correctly. Even your own technician acknowledged this issue. Yet instead of addressing the root cause, you charged us an exorbitant amount and left us with an oven that was never repaired.
  
  
  Ultimately, my husband had to fix the oven himself by replacing the aftermarket part for the door. Now, the oven works like new a task that your company was either unable or unwilling to accomplish.
  
  
  Your companys behavior is not just unacceptable; it is unethical. Your failure to resolve the problem, your refusal to communicate, and your blatant disregard for our concerns have left me with no trust or respect for your business. I demand an explanation and a resolution immediately, or I will have no choice but to escalate this matter further to protect others from being treated the same way.
  
  

  Business response

  12/03/2024

  1. **Error Codes and Initial Repairs:**
     - The **F3 E0 error code**, identified during the first visit, pointed directly to issues with the relay board and temperature sensor. These components were replaced per manufacturer tech support, resolving the error and ensuring proper oven function.
     - These error codes required the replacement of those parts per the manufacturers, and the full repair could not be completed without correcting these fault codes. Addressing the error codes was essential to proper diagnostics and functionality.
     - It would have been unethical and unsafe to ignore these fault codes or to proceed without repairing them properly. It would not matter the order the repairs were completed. If hinges were identified first, the board would have needed replacement to clear the error codes and heating issues. 
  
  2. **Door Hinge as a Secondary Issue:**
     Our technician diagnosed the door hinge problem after multiple follow-ups when the heating issue could not be reproduced. The hinge issue was intermittent and not apparent during earlier visits.
     - This diagnosis could only be determined after resolving the primary fault codes, as they directly impacted the ovens performance.
  
  3. **Aftermarket Parts:**
     - The customers use of aftermarket parts does not negate the critical repairs we performed. Without replacing the faulty relay board and sensor, the oven would not have functioned properly, regardless of the hinge repair. Its important to note that the customer could not have identified the issue without the diagnosis from the technician and there were no additional charges for the technicians time for these subsequent service visits for intermittent issues - time we invested in resolving the issue. 
  
  ### Final Statement
  We maintain that the services provided addressed verified issues and followed proper procedures. Replacing hinges first would still have left the error codes and malfunction of the machine. When an error code is present, it can not be ignored for safety and liability issues. It was also the repair required per the manufacturer. Seconday issues with the hinges does not negate the first repair which is all that was paid for. As a goodwill gesture, we have offered a **partial refund of labor costs**, which we believe is fair. A full refund is unwarranted given the successful initial repairs and our professional diagnosis of the hinge issue.
  
  

  Customer response

  12/03/2024

   
  Complaint: 22615539
  
  I am rejecting this response because:
  

  I no longer have the energy to go back and forth with your company. From day one, we addressed the door hinge issue, cleared the codes on the stove, and explained that the oven never worked properly, even after replacing the board. We relied on our second oven because the one you repaired was never fully functional. My guess is you did not know we had a second oven and used that. 
  When we called you back, we reiterated again that the problem was intermittent. One of your servicemen even acknowledged that the issue stemmed from the door not always closing properly and asked if we had noticed the oven light staying on. None of that changes the fact that the oven was never repaired correctly.
  Despite this ongoing issue after paying a substantial amount, neither a manager nor an owner had the respect or courtesy to call us back after multiple attempts. Weve had enough. Your company took over $800 from us and left us with a broken oven. End of story.
  
  

   

   

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 1, 2024, I purchased a ******* microwave model (ME19R7041FS) for $393.76. On May 2, 2024 they installed it. It never worked. I talked to the company and ask to have them replace it. I was told, "You to have it repaired".What repair. It never worked. They refused to replace it with a working unit.

  Business response

  05/30/2024

  This was a retail purchase of a new microwave. We delivered the unit on May 2nd. The unit was tested to work and vent properly. Unfortunately, the customer did not contact us for repair at any time. They contacted the manufacturer, ******** and registered their warranty on May 9th (7 days after we delivered) stating it was not working. The manufacturer sent out **** Appliance Repair (not Capritta Appliance) per standard manufacturer warranty process. They determined the unit had a bad part and according to any record I can see with the manufacturer it was repaired. Manufacturer warranty is in effect for this situation and Capritta Appliance is not the owner of Samsungs warranty. The customer will need to continue to work with the manufacturer at this point since the unit is registered with them. We can not return a registered unit because the warranty is owned by the customer and would be voided if sold to another customer. Had the customer contacted us first we could have processed things differently and been more involved in the decisions of repair or replace, but we have NO control over manufacture warranty processes.  

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