Complaints

This profile includes complaints for Casteel Heating, Cooling, Plumbing & Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Casteel Heating, Cooling, Plumbing & Electrical

  2218 Canton Rd Marietta, GA 30066-5381

  
• 

  Casteel Heating, Cooling, Plumbing & Electrical

  305 Petty Rd Lawrenceville, GA 30043-4844

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/13/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience with Casteel these last two years has been abysmal. I trusted their sales/tech person in July 2022 when he recommended I purchase a larger, 2.5 ton system (to replace a 2 ton system Id had for 30 years), and informed me he would need to install additional duct work and vents. But since the installation in 2022 I have had close to 30 tech visits to address cooling and noise issues. On hot days the unit wont hold a comfortable temperature of 73 degreesa problem I never had with a 2 ton unit. This summer Casteel personnel assured me that replacing the trans thermal valve would solve the cooling problem. But the issue persists. And the tech has left the furnace looking horrible and *****-riggedwith copious goopy caulk dripping down its side and pipe insulation falling off. Now Im told by a Casteel supervisor that the existing refrigerant line is insufficient size to deliver freon. He says a new line needs to be added on the outside of my house running up to the atticwhich will require holes in my siding. Yet this was never mentioned nor apparently even considered for TWO YEARS during any of the multitudinous tech visits or during my telephone conversations with the warranty and install managers. And since a county work permit and inspection were required, this makes no sense. I obtained a copy of the county permit and it requested a permit to replace a 2.5 ton unithowever, the new 2.5 ton unit was replacing a 2 ton unit. I can no longer trust Casteel to work in my home and have requested a refund of the money I spent on the system$13,000. Please note, this doesnt cover the damage that was done to to my home when Casteel installed vents and duct work for a new system that wasnt the proper size to begin with. I need a refund to hire an honest and competent **** company.

  

  Business Response

  Date: 10/21/2024

  Thank you for allowing us the opportunity to address this matter. Our Customer Relations Manager has been in communication with Ms. ***** concerning her gas furnace and AC installation, which was completed on July 23, 2022. We fully acknowledge her frustrations, and our primary objective is to find a satisfactory resolution regarding her concerns about temperature regulation in her home. Additionally, we will address the reported damage that occurred during the installation process. Our Operations Manager is currently reaching out to Ms. ***** to facilitate a resolution.

  Customer Answer

  Date: 10/21/2024

  I have received a call from Casteel Operations manager and am waiting to hear what Casteel proposes to do about my ongoing issue. When I hear their proposal I will decide how to proceed.

  

  Business Response

  Date: 10/28/2024

  We offered to send our Operations Manager to address the situation; however, Ms. ***** declined this option and requested a reimbursement instead. After further review, we have agreed to process a full refund for the installation of her gas furnace and AC. Ms. ***** has consented to sign a satisfaction letter, and we will proceed with the reimbursement accordingly. If she has any further questions, we encourage her to reach out to us.

  Customer Answer

  Date: 11/03/2024

  I have received a refund offer from Casteel but no timeframe of its planned delivery. Ive read other customer complaints.

  

  Business Response

  Date: 11/08/2024

  Our Customer Relations Manager has provided Ms. ***** with a document outlining the terms of the refund agreement for her review. Once she confirms her satisfaction by signing the agreement, the agreed-upon refund will be issued promptly. We have also made follow-up attempts to ensure she has no further questions or concerns, as we are committed to resolving this matter to her satisfaction.

• Initial Complaint

  Date:09/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a water leak from a drain pipe on our 8 year old air conditioner that has a 10 year warranty. The leak took out the ceiling in a large walk in a closet. Casteel responded to fix the drain pipe and I was told by dispatch it should be covered under warranty. The technician arrived and did not fix the drain pipe (which was under warranty). Instead he installed a condensation pump and charged us $933. He stated the unit should have had one placed when it was installed 8 years ago. Casteel confirmed on the phone to me that had he fixed the leaking pipe, it would have been covered under warranty. I was told we would receive a FULL REFUND of the $933. Instead they sent $200. The air conditioning stopped working about 30 minutes after the technician left. He came back 3 times and said he fixed it and he never did. I finally convinced Casteel to send someone else out and that technician was able to get our air going again. It is dishonest to install something and charge the consumer almost $1000 when the part under warranty should have been fixed. Casteel should refund our $933 and should also be responsible to fix our ceiling since it was their air conditioning unit under warranty which flooded the ceiling.

  

  Business Response

  Date: 09/17/2024

  Thank you for providing us with the opportunity to address this complaint. Our Customer Relations Manager has discussed the plumbing visit conducted on September 5, 2024, with **************. We have informed her that we will proceed with the reimbursement she requested, as the issue arose from a misdiagnosis on our part, rather than a warranty issue, since the pump was no longer under warranty. Additionally, we have committed to repairing the damage incurred.
  Our Customer Relations Manager has contacted our contractor to reach out to ************** and conducted a follow-up call on September 17, 2024, to ensure that the contractor made contact with **************. Although we have been unable to establish contact as of now, we will continue to follow up diligently until this matter is resolved.

  Customer Answer

  Date: 09/17/2024

  The money has been refunded and the unit was under a ten year warranty and is 8 years old so yes, it was under warranty. Contractor has made contact and we are waiting for the repair which should take place in 2 days. 

• Initial Complaint

  Date:09/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The customer service is no help at all. I was lied to several times regarding appointment times. My husband passed out from heat exhaustion and I scheduled an appointment, I was promised someone would be out between 6pm-10 pm Sunday evening. I called to make sure a tech was coming out at 8:30 as it was getting late. I was told by the *** the appointment was cancelled and I was left a voicemail. There was NEVER a voicemail. The *** claims it was sent to the wrong number. I find it very interesting the confirmation was sent to the right number but the cancellation somehow got sent to the wrong number. I was told I would be contacted the next day by a manager. I wasn't. I called the day of the appointment to make sure again they were coming and voiced my concerns about the scheduling situation. The *** I spoke with told me there was never an appointment as I read the appointment aloud that was texted to **** was then told "its a holiday', there are no managers available. I asked would any promotions or discounted be applied to my account for their errors. I was the told it would applied after 10 days. **************** is **** poor. appointment was cancelled and I was left a voicemail. There was NEVER a voicemail. The *** claims it was sent to the wrong number. I find it very interesting the confirmation was sent to the right number but the cancellation somehow got sent to the wrong number. I was told I would be contacted the next day by a manager. I wasn't. I called the day of the appointment to make sure again they were coming and voiced my concerns about the scheduling situation. The *** I spoke with told me there was never an appointment as l read the appointment aloud that was texted to me.

  

  Business Response

  Date: 09/09/2024

  Thank you for providing us the opportunity to address this matter. Our Customer Relations Manager promptly followed up with ************** regarding his concerns about scheduling. We greatly value his feedback and are committed to using it to enhance our services moving forward. As a gesture of goodwill and in recognition of the inconvenience caused, we offered ************** a $100 **** Gift Card, which he accepted. We are pleased to report that ************** was satisfied with the resolution of this issue.

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my new HVAC unit installed by this Casteel Heating and Air on May 8, 2024. The installers were incompetent and left my home in utter disrepair. I shouldve asked them to leave when I caught them watching ******* videos on how to install the units they were working on. At one point I had water coming into my closet on my lower level because of how they improperly hooked up the condensation line. I have videos to show the damage that they did. The units that were installed were also installed improperly. The work was not performed as we were told and the units that were installed were not the units that we were given brochures on when we did our research on choosing this company. I unfortunately have lost track at the number of times they have had to come out to try to install them properly but I believe that we are now at 16 visits. They had to have a separate company come out to repair the damages done by them. My upper level of my home was in disrepair for nearly 2 months while I waited for this to be completed. My husband and I both had to take multiple days off from work and have our schedules interrupted to try accommodate the work. I have now had another issue with my new HVAC unit ceasing to work in these 91 temperature. I have had their service person out again today to be told that they now need to order a part which will take a few days. Once again requiring our schedule to be disrupted and having an area of my home uncomfortable to inhabit until the part for this brand new unit arrives. Prior to our most recent issue, our bill had been paid via credit card, but I am now going to be placing that in dispute as I feel they have not fulfilled their obligation to us by providing us with properly working equipment. I am reaching out to you, as I am uncertain of what course of action I should take. I also want to do my best to help others prevent this type of situation occurring to them.

  

  Business Response

  Date: 09/03/2024

  Thank you for providing us with the opportunity to address this complaint. Casteel installed the air conditioning unit for ******************* home on May 8, 2024. We were informed that ******************* was dissatisfied with the noise produced by the system. To address this concern, on August 29, 2024, we dispatched a technician to install a different pump in an effort to reduce the noise levels. Our Customer Relations Manager followed up today and was informed by ******************* that the noise from the equipment has adversely affected her cat. Additionally, ******************* reported the presence of holes in her wall resulting from the installation. We have agreed to rectify these issues and have offered to conduct a follow-up visit tomorrow to ensure her cat's well-being. We will continue to maintain regular contact with ******************* until all concerns are fully resolved.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22205498
  
  I am rejecting this response because:
  The business response makes this sound that it like this was a one time issue when it was not.  Last week they were at my property three times and were supposed to have been there one additional day which they called and canceled after we had been waiting for two hours for them to arrive.  The person that I spoke to yesterday did agree to contact me again this week to see if we could come to a resolution, but at this time I do not consider this matter closed.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/12/2024

  We followed up with the customer regarding her previous response and confirmed her preference for a third-party inspection, which has been approved. As of today, September 12, 2024, we have verified that the inspector is scheduled to visit tomorrow. We have agreed to follow up after the inspection and will continue to work towards a resolution. Our commitment is to collaborate with ****************** until the issue is fully resolved.

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new heat pump from Casteel in July 2023. There have been issues with the system ever since. I have continually complained of unreasonably high humidity in my house. I noticed that there was mold growing on my kitchen cabinets. I've never had this issue in 15+ years of living here. They send technician after to technician and they have replaced several parts but for the most part just say that the unit is working fine. The thermostat steadily reads 60-69% humidity. Recently, I discovered my half bath was full of mold, all over the walls due to the excessive humidity in the house. I also had fruit that became moldy only after a few days of sitting on the kitchen counter. The only solution they have come up with is to set the thermostat to 70 which is excessively cool and consumes way too much energy. I should not have to set my thermostat that low in order for the house to be at a reasonable humidity. In addition, when they installed the system in my attic, they disconnected the light for the attic. I was told that they would send an electrician to repair it but this hasn't been done.

  

  Business Response

  Date: 08/15/2024

  Thank you for the opportunity to address the complaint concerning the heat pump installation completed on February 8, 2023. Our Customer Relations Manager has been in communication with ************** since August 9, 2024, to address his concerns regarding the homes humidity levels. During our recent visit, we made several adjustments and will continue to follow up with ************** to ensure all his concerns regarding the equipment are fully resolved.

  Customer Answer

  Date: 08/15/2024

  I have spoken to a customer relations manager and am currently waiting for further assistance.  I will update whenever possible.

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sat 7/6/2024, I met with a Casteel Sales Rep ******** and agreed to have installed a new Daikin Fit heat pump, air handler, 2 thermostats, etc. with a 12 year parts & labor warranty and 1 year maintenance plan. The install occurred on Wed 7/10/2024. I immediately noticed the system was not cooling properly & they removed a lot of grass unnecessarily when installing the heat pump outside along with installing a long white pvc drain pipe in the front of the unit that could be seen from the street. Later that night, I began hearing vibrating noises upstairs. The next day 7/11 I began hearing whistling noises coming from the attic. Most importantly the thermostats were not reading the room temperature correctly. For example, if the thermostat was set to 72, it would show 72 as room temp. My thermometer showed 74 or higher. It is also felt a lot hotter especially over night. I received a call from the Install Supv ****** on 7/12 and he came to my home on 7/14. He came out to confirm the outside & inside issues and configure the thermostat. He scheduled for the install team to come back out on 7/16 to repair them. They fixed the vibrating noise, the whistling noise, and the outside issues mostly. The lead installer **** attempted to configure the thermostat again. Since then they have sent 2 more technicians ***** 7/17 (resulted in humidity issues) & ******* 7/19 and I've received 2 calls from the Trainer/Warranty Mgr ******************* who attempted to configure the thermostat via the cloud services 7/23 & 7/26. By email on 7/28 & 7/30 I requested **** to come to my home to inspect the system for repairs. No response from him. I called on 7/30 & 7/31. Unable to speak with him or any manager. 7/31 sent another email to **** requesting reimbursement or replacement. Received OOO msg from ****. After giving multiple chances, I have no faith in this company being able to fix the issue with reading the room ********************** correctly. Also unit is not quiet as it should be.

  

  Business Response

  Date: 08/08/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in communication with **************** concerning the air conditioning installation completed on July 10, 2024. **************** has requested a Daikin representative to assess the system. Our Customer Relations Manager is currently coordinating this review. We will persist in our follow-up with **************** to ensure a satisfactory resolution.

  Customer Answer

  Date: 08/15/2024

  I was contacted by the Customer Relations Manager ***** on 8/1/2024. She wanted to send a Field Supervisor out to my home.  I advised her that I no longer wanted their employees to come out to assess the issues with the heat pump system since they had already came out 5 times and 2 phone calls log in to my system via cloud services app.  I advised that it would need to be a Daikin employed service technician or they would need to replace the Daikin system with another brand system or reimburse me in full so I could hire another company. She advised that she would need to review with the ************* Manager and that Manager's boss. I gave ***** until Tues 8/6/2024 to provide a response to me. ***** called on Mon 8/5 advising that they working to make contact with the Daikin Rep. ** final decision was made on Tues 8/6. ***** contacted me on 8/9/2024 to advise the Daikin Rep could come out on Tues 8/13 or Thurs 8/22. Also a company Supervisor would join the Daikin Rep. I agreed to allow this visit for Tues 8/13 in the afternoon. On 8/12/2024 I received a voicemail from ***** advising the visit has been scheduled for Tues 8/13 at 1pm. On 8/13/2024 at 1pm, the **************** and two supervisors from the company came to my house to assess the issues with the system. After a 2 1/2 hour visit, they were able to confirm the issues with the unit not reading the correct temperature and noise. They advised that several parts in the attic would need to be reconfigured (air handler and zoning) and replace the thermostats with another Daikin thermostat model. I did question some of these issues at the initial install of the system because it was different than what the company Sales Rep told me and/or it didn't appear correct to me. Later in the day, one of the company Supervisor ****** who came to the visit sent me a text message to confirm if I could allow these repairs to be completed on Friday 8/16/2024 at 8am. I asked him to confirm all of the work that would need to be completed and the amount of hours needed. He provided a full list of the items (more than initially advised) and it would take 5 to 6 hours to complete. I called him to obtain explanation on the new items added to the repair list and then agreed to the Friday 8/16/2024 at 8am appointment. On 8/14/2024, I emailed ***** with the company to obtain the full name of the Daikin Rep since I did not receive a business card. ***** provided the info. I also advised ***** that this 8/16 appointment will be the absolute last chance for the company to address the issues with the system. If not resolved, I would require the replacement of the unit with another brand system or reimbursement.  I only agreed because they did confirm all of the issues with the system and I would like to avoid having to go through the full replacement process with another company if possible.

  I've attached the list of the items to be repaired and the conversation advising this is the last attempt. I would like for this complaint to remain open until I can confirm if the repairs scheduled to be completed on 8/16/2024 resolve the issues or not.

• Initial Complaint

  Date:07/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  WE PURCHASED A 21,000K ON THE 3RD THIS UNIT NEVER WORK PROPERTLY WE FIND OUT THAT WE GOT OVERCHARGE THEY HAVE SENT SEVERAL TECHS TO OUR PROPERTY AND NOT ONE HAS FIXED THE ISSUES WE STILL BEEN USING AND PORTABLE UNIT THAT WE PURCHASED FROM **** IN ORDER TO KEEP THE HOUSE COOL WE HAVE BEEN IN TOUCH WITH MANAGER NAME ***** AND SEVERAL OTHER TECHS ONSITE AND NOT RESOLUTION YET WE ARE NOT HAPPY WITH THIS COMPANY SERVICES AND THE PRODUCT THEY SOLD TO ** THIS HAS BEEN TERRIBLE CUSTOMER SERVICES

  

  Business Response

  Date: 07/22/2024

  Thank you for allowing us the opportunity to address this concern. Our Customer Relations Manager has been in contact with **************** regarding his experience with the installations completed on July 1, 2024. During their discussion, our Customer Relations Manager clarified that the installed system is appropriate in size for the home, although we have proposed a duct modification for further optimization. **************** indicated the need to consult with his partner before proceeding with a decision. Our Customer Relations Manager followed up today and left a voicemail message to inquire about their decision. We are committed to continuing our efforts to reach **************** until this matter is satisfactorily resolved.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an entirely new HVAC system from Casteel for roughly $15,000 in late October 2022. A burning smell started last Tuesday, less than 2 years after install and well within warranty. I was informed the fan motor had failed. Tomorrow makes 1 week without cooling with temps consistently in the 90s. -The part was not in stock and had to be ordered. I was told Friday the part would arrive Saturday. Saturday I was told there were no updates on shipment, but the part had not arrived. Today I was told the part had not arrived, but it is supposed to arrive tomorrow. Or perhaps Wednesday. -They cannot or will not connect me directly to the parts department.-They will not provide me the tracking number for the part order.-I have called exactly 15 times since they shut off my A/C last Tuesday to protect the unit. Nobody at Casteel will connect me live to someone that can help or otherwise behave like they care one bit about my circumstances, but everyone assures me I will be called back soon. To date, I have received 0 return calls from anyone at the company - nobody from the call center, no supervisors, and no managers. -I asked for corporate contact information - the call center did not have it or would not provide it.-I asked for regional management information for my local dispatch - the dispatcher could not or would not provide it.-My partner works for an airline and offered to fly out of state to retrieve the part from another location. See previous - they could not provide enough information about the shipment to treat this seriously, but assured me I would be called back by someone. - I suggested they pull the part from a new unit in the warehouse and replace the new units part with the replacement when it finally arrives. The dispatcher said she could not authorize that solution, and that the person that could had left for the day because nobody returned the first 4 calls.

  

  Business Response

  Date: 07/15/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager spoke with ************** regarding the delay in repairs for the system we installed on October 30, 2022. Our manager extended sincere apologies for the delay and any communication errors that occurred. To rectify the situation, we offered a refund of $500.00 for the portable air conditioning unit, along with an additional $250.00 for the inconvenience, as well as two years of maintenance. ************** expressed his satisfaction with this resolution. He can expect to receive the refund within 7-10 business days.

  Customer Answer

  Date: 07/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 1, had them come in and quote an HVAC system for us. The saleperson came and measured the space and put together a proposal.The saleperson scheduled the install for July 2nd at 7AM.After reviewing proposals we accepted Casteels proposal and completed the paperwork.July 2nd, installers arrived around 7AM installers began the process of removing the old HVAC system installers started unboxing the new system and discovered missing parts and an evaporator coil was not compatible with the furnace, missing air filter system, missing humidifier.installers went to get the missing pieces, took several hours.Upon beginning the process they discovered the measurements were wrong and things weren't fitting in the space. It was determined that the water heater had to be moved over an inch or two to accommodate the spec.Management would not authorize installers to come back on July 3rd to complete the job. The earliest would be Friday July 5th and there was no confirmation. Management was suppose to call me to discuss the matter. They did not call.Repeated calls to our salesperson went unreturned.We have been without *** conditioning and air filtration since June 30th. My wife and son have asthma and other lung relatred issues and this was becoming a health problem.

  

  Business Response

  Date: 07/09/2024

  Thank you for affording us the opportunity to respond to this complaint. Our Customer Relations Manager has diligently attempted to reach ******************** regarding his concerns regarding the ** unit installation conducted by Casteel on July 2, 2024. Today, our Customer Relations Manager successfully spoke with *********************, who indicated that ******************** will be available for further discussion tomorrow. We are committed to ongoing communication with ******************** until this matter is satisfactorily resolved.

  

  Business Response

  Date: 08/23/2024

  Our Customer Relations Manager contacted ******************** on August 20, 2024, and confirmed that the air conditioning unit installed by Casteel is now functioning properly. We are currently awaiting an estimated time of arrival from our warehouse concerning the additional plumbing issue. As of today, August 23, 2024, our Customer Relations Manager has followed up with the warehouse team and is awaiting an update. We will continue to keep ******************** informed until this matter is fully resolved.

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Monday June 17 2024 Came out to fix the ac from leaking that was completed The repair man said I needed to get with the company to get them to take care of the water in the crawl space and the mold that is down there also Have called three times and get the same run around will have a supervisor to call me but no return call No money exchange was under warranty

  

  Business Response

  Date: 06/28/2024

  Our Customer Relations Manager has made contact with ****************. We contracted a restoration company for his home, who was out this week to address the damage. We will follow-up and remain in contact with **************** until his home is restored and ensure he is completely satisfied with our resolution.