Complaints

• Initial Complaint

  01/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It is company policy at capital city to send a full invoice at the end of the last auction for the night, so that you may see all items that you are responsible for picking up. On one occasion two months ago, I was paying close attention to a television, and bidding accordingly. I was sure I'd won the auction. Twenty four hours pass, no invoice. I sent out an email inquiring, they give zero information on the status. They tell me to wait until my account is terminated. ???? This never happened, and after I reached out again, no response. Currently, my account is stuck in limbo, unable to bid. I still haven't received my television or any information whatsoever.

  

  Business response

  02/01/2023

  Per our company policy (pasted below), that you agree upon when placing any bid on our platform.  
  * Any item not paid for by 7:00 pm EST on the scheduled pickup date, will be restocked, at the expense to the winning bidder.  A restocking fee is then due before bidding privileges will be restored.
  
  * Bidders not paying for the merchandise won will be barred from participating in any future auctions until a 39% restock is paid.
  * If you win any items, you will receive an invoice by email and find an invoice added to your account, viewable by logging in and going to your account/invoices. You are responsible for checking your email and/or your account/Profile/Invoices.  Your invoice will detail date, time, and location of pickup.
  * Unpaid, Missed Invoices, Missed Pickup: Items must be paid for the day of scheduled pickup outlined on your invoice by 7:15 pm EST.  You can make payment by texting the auction manager on your invoice.  Any item(s) not paid for as outlined due to negligence, forgetfulness, weather, or unforeseen circumstances will cause your account to be suspended, until a restocking fee is paid.    If your account is locked, please email INFO@CCOA.EMAIL with your account/bidder number.   Once they reply with your restocking fee details, you will need to take that information to the cashiers at Green Pointe in person to pay.  The cashiers will need this email from info with the details in order to charge you properly and begin the reinstatement process.  This fee HAS TO BE PAID IN PERSON.     Restocking fee is 39% of the BID TOTAL.
  * If your account is locked, please email INFO@CCOA.EMAIL with your account number.   Once they reply with your exact fee details, you will need to take that information to the cashiers at our Green Pointe location, in person to pay.  The cashiers will need this email from info with the details in order to charge you properly and begin the reinstatement process.  This fee HAS TO BE PAID IN PERSON.

  Customer response

  02/02/2023

  
  I am rejecting this response because: Company failed to deliver any sort of invoice, receipt, or confirmation via email, online account or otherwise. This has been a problem with numerous of their customers, who I have also spoken to regarding missing invoices. There is simply no way of knowing the status of an auction you have entered, once it closes. I will not pay an arbitrary fee that is levied against customers, for a failure of the business to communicate.
  
  

  

  Business response

  02/15/2023

  * If you win any items, you will receive an invoice by email and find an invoice added to your account, viewable by logging in and going to your account/invoices. You are RESPONSIBLE for checking your email and/or Your Account/Profile/Invoices.  Your invoice will detail date, time, and location of pickup.

  If you have not receive any invoice, knowing you had bid on some of the items the night before, you could've always

  a, email our office.

  b, Text the writer listed in the auction.

  or better yet

  c, Checking your own Account Profile to see your invoice. 

   

• Initial Complaint

  12/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase a Sony speaker, this was damaged and not even the speaker that was suppose to be in the box. It was damaged and missing parts

  

  Business response

  01/11/2023

  Bidders are responsible for their own removal of items purchased. Items cannot be transferred to an alternate location. Therefore, it is necessary to pick up the items on the date and time stated. Any items NOT picked up by the set time will be considered abandoned. No refunds or charge backs will be granted due to lack of removal at designated times. Removal shall be at the expense, liability, and risk of the purchaser. Purchases will be released upon payment. No items will be released without a paid email receipt. Please be prepared to bring help and the correct equipment to move/load your items.
  In the case of an emergency and you are unable to make it to the scheduled pickup, Please TEXT the Auction Manager BEFORE the scheduled pickup time to let them know that you are unable to make it. You are allowed to send someone to pick up your items on your behalf, but you must TEXT the Auction Manager to let them know in advance.
  In the event of a discrepancy of an item, the Buyer must notify our onsite staff at the pickup. Once items are removed from location, the Auction Company and Buyer agree that no adjustment or refund will be made.
  CAUTION:
  Varied equipment may be joined for demonstration purposes. Do not assume a lot consists of more than one item simply because they are connected or pictured together. Please inspect the lot numbers and read the descriptions.
  Catalog Inaccuracies: You are bidding on the described items NOT the photos. Occasionally the wrong photo is displayed. Always read the item description. Photo colors vary per monitor/Smart device; therefore do not go by photo to determine color.
  Warranty & Condition of Items Sold: All items are sold "AS IS, WHERE IS, with NO WARRANTY expressed or implied by the lot number affixed to the item. Descriptions are believed to be accurate but not guaranteed. Please bid accordingly when you are not certain of the condition or use of an item. Should you have any questions regarding items in a particular auction, please contact the Auction Manager as listed within the auction information.
  IMPORTANT! The Auction Company will have the option of reselling, removing, storing or abandoning, at the expense and risk of the purchase, items not paid for and/or removed within the specific time. The buyer agrees to pay all deficiencies, legal, collection; transportation and storage expenses associated with delinquent accounts or abandoned items.
  Choose Wisely: We want everyone to get a good deal and most will. However, when you bid on the wrong item or decide an item is not suited for your intended use, our clients are not willing to assume the cost of your mistakes. When in doubt about condition, completeness or suitability for intended use, please bid accordingly.
  The Auction Company reserves the right to add or remove items from the auction - split or combine lots - add minimum bids or reserve prices - cancel, suspend, extend or reschedule an individual item and or auction event - make changes to the auction closing times or inspection or removal times.
  Any controversy or claim arising out of or relating to this contract and/or agreement, or breach thereof, shall be settled by arbitration in accordance with the Commercial Arbitration Rules of the American Arbitration Association, and judgments upon the award rendered by the arbitrator(s) may be entered in any court having jurisdiction thereof. Venue will be Franklin County Ohio.
  Liability: The Auction Company's and Seller's liability shall be limited to the refund of bidders purchase price.
  
  WHEN IN DOUBT, PREVIEW, PREVIEW, PREVIEW!!

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased what was listed as ‘NEW’ basketball hoop and paid $171. At pick up I was given a box, sealed with plastic straps. It was a very large, heavy box with no damage. I asked the warehouse employee if this was the whole item and he responded that it was. A few days later I had someone come to put it together and discovered the item comes in 2 boxes and I was only given 1 box. The listing didn’t say there were 2 boxes, the invoice didn’t say 2 boxes and since the item was listed as NEW I had every reason to believe I was getting the complete item. I have sent texts and left msgs asking them to locate the second box and have gotten no response. I did not receive what I paid for and the manufacture says I cannot purchase the parts in the second box as they only sell as complete set. No one has even agreed to look in the warehouse to try to locate the missing box. Per their web site refunds are allowed where new items are not complete sets UNLESS stated as such. My invoice shows my item was new with no mention of it missing a box.

  Customer response

  10/25/2022

  Thé business fixed my problem completely and I posted a 5 star review. Is there a way to update my complaint to indicate they found and provided the missing item

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/8/22, I bid and won auctions for 2 identical ceiling fans listed as "new in retail packaging". They retail for $169 and I won them for $71 & $66. I picked them up on 10/9/22. There is no way to plug in a ceiling fan, so I just took them home. Upon installation, the 1st fan did not work. The 2nd fan did work. I texted ***** (the auction manager) to see if we could come to a resolution. She said I needed to check them before leaving the building. I explained that there is no way to plug a ceiling fan in before leaving. She said these are the terms I agreed to. I would have been willing to agree that the $66 fan was the defective one, but she seems unwilling to discuss.

  

  Business response

  10/18/2022

  We do not employ an *****. 
  We believe you are speaking about a satellite location with lease to sell under our CCOA website. They are independently owned and operated.

  You will need to reach out to that location listed on your invoice.  

  Customer response

  10/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *******

• Initial Complaint

  08/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sunday August 7, 2022 we placed a bid for a Silverback Basketball In Ground Hoop valued at $799 with backboard padding, adjustable height, pro style breakaway rim. Our final bid won for $175. We proceeded to pickup the item on Monday August 8, 2022. Once we paid we were given an invoice and told to go to the warehouse. Gave the invoice to a man and he went and pulled out a Silverback Basketball Hoop box and said here you go. We looked it over for damage to the box and loaded it in our truck. Once we arrived home we could tell we were given the wrong basketball hoop. There was a lower priced one in the same sale valued at $499 that sold for $61. It didn’t have the backboard padding, no adjustable height, was a lot cheaper looking. Immediately we called the location-the number provided online and their website 614-352-8773 is not a working number. We tried for days and days to call. We then texted a number on the invoice. Which was apparently the person that gave us the hoop. He said to email info. Which we did, we explained the situation that we were given the cheaper hoop and we would like to know where on the invoice lists a number that is also on the box so the buyer would be able to identify the correct box was given. After numerous emails this question was still never answered. They will never directly answer anything just copy and paste and then they copied from bully sites. It’s the most pathetic service I have ever received. This was for my sons birthday and we just want the one we bid on. Since that isn’t possible we want $110 refund for the difference between the two. I have attached numerous emails along with the listings and invoice. This is a shady place that knowingly gave us the cheaper item when we won the more expensive one. We want the $110 refund.

  

  Business response

  08/17/2022

  Tell us why here...Any item marked as New is 100% refundable for damage, missing pieces or difference in what is listed before you leave the building with the item.  We strongly encourage you to check each item closely.
  We provide power, space and a cashier to accommodate any testing, checking, and to process any necessary refunds.  
  
  When you registered, you are require to confirm your reading and understanding of our terms and conditions.  Here are the exact points you may have missed when stating you agreed to the conditions of each auction.  
  when registering: "In the event of a discrepancy of an item, the Buyer must notify our onsite staff at the pickup. Once items are removed from location, the Auction Company and Buyer agree that no adjustment or
  refund will be made." As well as an important one stating "Warranty & Condition of Items Sold: All items are sold "AS IS, WHERE IS, with NO WARRANTY expressed or implied by the lot number affixed to the item. Descriptions are believed to be accurate
  but not guaranteed. Please bid accordingly when you are not certain of the condition, color, completion or use of an item. Should you have any questions regarding items in a particular auction, please contact the
  Auction Manager as listed within the auction information."
  
  We also remind you and require you see the terms again every time you bid on a new auction that makes you confirm you still understand and agree to the terms, outlined again as "Warranty & Condition of Items Sold: All items are sold "AS IS,
   WHERE IS, with NO WARRANTY expressed or implied by the lot number affixed to the item. Descriptions are believed to be accurate but not guaranteed. Please bid accordingly when you are not certain of the condition or use of an item. Should
  you have any questions regarding items in a particular auction, please contact the Auction Manager as listed within the auction information." as well as "In the event of a discrepancy of an item, the Buyer must notify our onsite staff at the pickup.
   Once items are removed from location, the Auction Company and Buyer agree that no adjustment or refund will be made."
  
  May we also take the time to point out on your invoice/Paid receipt it states "items marked "new" within the description are available to be refunded for damage to the item within/missing parts only, prior to leaving the warehouse" as well as a note at the
  bottom of the receipt/invoice that states "Make sure to check your "New" items before you leave the building for any damage or missing parts.  
  
  We are unable to refund any item you state you received from us after you get home for many reasons. Everything starts at $1.  How much you spend depends on what you decide to bid.  We are also open for 5 hours on EVERY auction for you to come in and open any
  boxes to check condition, model, suitability, prior to you even making the first bid. 

  Customer response

  08/18/2022

  I am rejecting this response because: the business has still yet to explain how a buyer would be able to identify the item they have purchased from the invoice. When two very similar items were in the auction and the warehouse employee says here you go. Then what do you have that’s provided from them to differentiate the items and know which is yours and if they are correctly giving you the item. All I asked was for a simple explanation that they have never provided. They keep just copying and pasting things from their site that never answer the question about their process. Clearly they have something to hide and know they are in the wrong if they can’t answer a simple question. Such a sad business practice now my son doesn’t have the correct basketball goal we bid on for his 8th birthday and we paid $100 more for more features and got a $61 item. 
  I want a $100 refund for their lack of ability to answer my question.
  

• Initial Complaint

  03/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi Thank you for your time. I am filing this complaint because of misleading product description. I purchased tree products that was said to be new and was in the original box taped up as a new item. I got it home and with great anticipation opened the boxes and found that not only were they not new but completely wore out. All where very dirty and one did not power on at all. Below I have pasted a copy of the description and you will see that it does say the item is refundable only before it leaves the building and if it is different then Described. I understand I should have missed trusted them and opened the box that looked new just incase it wasn't, but if a product is being sold as new it should be new. This is what I am thinking and if there was a possibility of it not being new Capital City Online Action should place a warning in the description. They are getting top dollar out of these items and I seen a lot of guys taking $200-$300 items out the door thinking they had a new product. This is intentional Deception DEWALT7 Amp 4-1/2 in. Small Angle Grinder with 1-Touch Guard Item Is New And Refundable Only Before The Item Leaves The Building AND If Different Than Described. MSRP: $79 Squeeze into tight spaces to singlehandedly complete tasks with this shallow-profile compact grinder from DEWALT. When 2 hands are better, grip the (removable) side handle to apply more pressure and stability. A simple on/off switch engages the 7 Amp motor on this small-angle grinder, delivering a robust 12,000 RPM. Attach, rotate and secure the One-Touch guard into one of several positions without any tools. Easily affix or remove 4-1/2 in. discs onto the flange with included wrench.Durability maximized with protective jam-pot gear caseAccommodates a number of accessories (sold separately) with 5/8 in. - 11 spindle threadDepressed center wheel Hex wrench replaces spanner wrench - hex wrench is found in most tool boxes if lostSlim, ergonomic body design5/8 in. God Bless

  

  Business response

  04/29/2022

  Items listed as NEW are 100% refundable as long as the item is checked before it leave the buildings. Items listed  as open box should always be previewed. These have always been our terms and conditions that you had to agree to in order to register to bid. We also do not do complaints do to negligence on your behalf. 

  Customer response

  05/10/2022

  I am rejecting this response because:  Sorry for not responding earlier this email got lost in the shuffle and was deleted. thank you for the phone call or i would have never seen it.

  The Box was not open and did not look like it had ever been open because it was tapped up like a new item would be packaged. This was the reason I trusted Capital City to provide a new product as stated in the description.

  It was for this reason I did not open the Item, the item's I did purchase that was stated opened was as described and worked like described. It was for this cause I did not feel the need to open a new looking Box that was said to be new. The description should read all items are store returns and could be New unused items please open to confirm.

  This description would reinforce the need to review before leaving the building.

  thank you again for looking in to this issue.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩