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:12/26/2022

  Type:Customer Service 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 booked an EMERGENCY plumbing appointment scheduled for 12/26/2022, between 8am and 12pm.No technician ever showed up. And no-one contacted **** contacted Casteel customer service via phone twice and was transferred to the "Dispatch" and was placed on hold for over 30 minutes each time.

  

  Business Response

  Date: 01/04/2023

  We appreciate the opportunity to respond to ************************ concerns with regards to his scheduled appointment. We reviewed our records and show that ************ was scheduled for our 12:00pm to 4:00pm appointment window and was called at 4:02pm to reschedule due to ************** late arrival. At that time ************ canceled the appointment stating he will have another company repair the issue. Since recieving his complaint our Customer Relations Manager has attempted 3 times to reach out to ************ by way of telephone but has been unable to make contact. We would like to offer to schedule ************ for assessment of repairs at no charge due to our on-time guarantee, and encourage him to call us back at his earliest convenience.

  Customer Answer

  Date: 01/05/2023

   
  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.

  I understand that there are times when repair service business are swamped due to bad weather.  I hope that in the future they will perform better in setting customer's expectations for when repairs can be made.

  I will continue to use Casteel for my on-going maintenance of HVAC issues.  I am unsure what I will do for emergency services.

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

• Initial Complaint

  Date:12/10/2022

  Type:Product 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 placed an online appointment for a plumbing repair. The window I was given was between 2:00 p.m. and 6:00 p.m. on Saturday, December 10, 2022. The company did not contact me and no technician showed up.

  

  Business Response

  Date: 12/14/2022

  Thank you for providing us the opportunity to address ******************** concerns. Our customer relations manager was able to reach out and speak with him, apologizing for the inconvenience and offering a resolution for his time. The customer was satisfied and **************** should expect to see this in the mail in the next 7 business days. We appreciate his patience and understanding in the matter.

  Customer Answer

  Date: 12/14/2022

   
  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:10/28/2022

  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 brand new air conditioning unit at a price of 10K in June 2022.Upon completion of work we noticed that the outside fan unit had physical damages consisted with a fall. The fins that protect the condenser unit are banged up with some appearing to be deep enough to comprise the condenser.The installation crew acknowledged the damages but asked that I call service manager to reschedule a replacement fan unit.The upstairs unit also has gaps where cool air literally escapes and we arent getting economic values of a new unit.The condensation relief pipes that push water to the outside have been cut and left in the attic without replacement something that can cause flooding in the Attic.I called the sales person immediately and he agreed to escalate the problem the next day.Until today after many calls and text messages and a few emails, the service manager has not set foot at my house even though he said the service was not acceptable and that they would replace the outdoor unit.The message of replacing the unit simply faded to no calls and that is what we are dealing with today.Casteel workmanship and customer service is the worst we have ever seen since purchasing our home.The service manager is extremely unethical to engage in lies and to not even take the time to come to the house and take a look at our concerns.We have no one to turn to and we are stuck with a compromised AC system that we paid for in full.This is unacceptable and should never happen to any homeowner.

  

  Business Response

  Date: 12/07/2022

  Thank you for providing us an opportunity to resolve Mr. ****** concerns. Casteel takes customers concerns very seriously. When we recieved notification from the BBB about Mr. ****** situation we reached out quickly. We have been working with Mr. **** by sending out our field supervisors and to make repairsto the unit and panel and will be returning to correct other items. We appreciate his patience in that matter and want to thank him for his business.

• Initial Complaint

  Date:10/22/2022

  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.

  Casteel plumbing came out to replace the hardware in our master shower. They advised that Id have to purchase the hardware myself and to select the same brand (Delta) so it would be compatible and an easy switch. They referred me to a company who sells these from which I ordered to items. After we received them, Casteel plumbing and the same technician came back for installation.The technician did not know how to turn the water off outside the house, I had to figure it out myself and help him.The. He proceeded to change out the parts scratching up the handheld shower which was custom ordered.After that he proceeded to tell me that he in fact would have to cut into our wall (even though he had originally said he wouldnt have to) in order to install the diverter and initially wanted to charge me a full installation cost of an additional $849 on top of our agreed *** price of $588.After discussing how that wasnt right and how he shouldve told me beforehand since he guaranteed this wouldnt need to happen, we agreed that a $250 cost would be ok.He cut into our wall, installed the diverter and after asking if I could go outside to turn the water back on.which I did, while testing the installs on he discovered that the handheld showerhead was not working. After a few minutes he called me to tel me that the company who sold me the parts had sold me the wrong item. When I asked how that could be and he showed me how he installed it and the instructions I looked at him and asked him if he was sure he had installed it correctly since it didnt look right. He turned to me and said Im pretty sure.I then took pictures, sent them to the company I ordered the parts from and then called them. Meanwhile he wa on the home with his manager.He came back to tel me the my plumbing was backward and he would have to redirect the installation.On my phone I had the company looking at the pictures I sent and they said the installation was not done correctly.

  

  Business Response

  Date: 11/08/2022

  Our Customer Relations Manager reached out and spoke with ****************. We sent another plumber out to ***** the situation. We discovered the wrong shower trim and cartridge was obtained. **************** is getting the correct parts and we are scheduled to return to make the necessary repairs and agreed to a discount on the pricing. We will be following up afterwards to make sure she is completely satisfied with the work done. 

• Initial Complaint

  Date:10/17/2022

  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 have 3 **** units at my house (one on each level). The top floor unit was installed by Casteel in 2011. I usually pay Casteel to come out and perform annual inspections all 3 units before Winter. This year, the Casteel Technician inspected and claimed to have discovered a crack the **** heat exchanger unit that they installed just over 10 years ago, and (coincidently, the labor portion of the warranty for that unit just expired). Casteel notified me that: "After inspecting the heat exchanger cells in your furnace, we have found cracks and/or holes. Because of the seriousness of this problem, Casteel Heating and Cooling will need to shut off the unit at the thermostat. To fix this problem, and ensure the safety of you and your family, the heat exchanger or the furnace must be replaced. If we cannot show you the hole or crack, at that time, we will replace that furnace with a new furnace for FREE."I was alarmed but also very suspicious and paid to have another large Atlanta-area **** company come out to give me a 2nd opinion. They came out, inspected the heat exchanger, took pictures and tested for carbon monoxide leaks. They found no cracks, no leaks and no CO2 emissions from the heat exchanger. I have left 6 or 7 voice messages this week for ************************* (the Casteel operations manager) seeking and explanation about how a situation that was apparently so dangerous as to necessitate shutting down my **** system could have "fixed itself" overnight so that there are no longer any cracks. I have had no response.

  

  Business Response

  Date: 11/08/2022

  Thank you for allowing us the opportunity to address ****************** concerns. Our technicians are heat exchanger certified and go through extensive training in this field. Our guarantee states if we cannot prove there is a crack we will install your furnace for free. Our service manager and a supervisor visited ************** on 11/7. They were able to show him where the heat exchanger is cracked and has been splitting for some time now. They all agreed it is in fact cracked and we have ordered the new heat exchanger to be installed as soon as it arrives. We look forward to working with ************** and making sure he and his family are safe and comfortable. 

  Customer Answer

  Date: 11/09/2022

   
  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:10/03/2022

  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.

  My family member had a stroke, an outside party contacted Casteel to install a new filter.The heater was not producing constant heat, My family member had a stroke and was not able to make any decisions such as a major purchase.Nevertheless, Casteel saw his condition and proceeded to give him services in which he understood not.Moving forward my family member thought the cost was only 1500.Casteel did what utility companies cannot do, they locked my disabled family members' services, denying the use of his cooling and heating.He lived in discomfort having less coolness, and absolutely zero heat!Casteel chose monetary gains, instead of the value of human life.He was found deceased.The utility provider confirmed the manufacturer locked the system.

  

  Business Response

  Date: 10/13/2022

  Thank you for providing us the opportunity to review and attempt to resolve Ms. ******* concerns. We have reached out to the number provided in the BBB complaint and have not recieved a response to date. We encourage **************** to reach out to our Customer Relations Manager ******* so that we can come to an amicable resolution.

  Customer Answer

  Date: 10/17/2022

  Greetings BBB,

  I received your message on the 13th, and did contact the 

  Casteel company.

  The representative acknowledged whom I was and asked

  me to hold the line for ***************

  I held on for over 5 minutes, then the representative returned

  with she is on another line and will call you back. It is now the

  seventeenth and she never tried to return my call.

  So I only have a few more days to respond but it does not appear

  as though anyone's is interested in speaking with me.

  It is most difficult to speak with these people, after that which they

  have done, but I am trying to do my best for the estate and stay neutral.

  What should I do now?  Await a few more days?

  

  Business Response

  Date: 12/07/2022

  We are very sorry to hear of ******************** complaints with regards to her brothers **** installation. On December 31, 2020, Casteel received a service request from a friend of ******************** asking for service on the **** unit due to the unit not working. We sent out a tech the same day to try to get **************** heat in the home. Upon our arrival and assessment, we found the unit was not coming on and the igniter was broken, burners rusted, and the heat exchanger in poor condition. Due to the overall condition of the 26 year old unit we recommended replacement. At this time **************** scheduled an appointment to receive a quote on replacing the unit. Our comfort consultant arrived on January 1, 2021, and presented a quote for replacement of the unit to which **************** agreed and at the price of $9,264.00, and the installation took place the next day on January 2, 2021. We reached out to **************** on multiple occassions to receive payment for the installation, and after receving a $300.00 payment months later we determined that we would waive the balance of $8,964.00 owed and did not attempt to collect going forward. Casteel takes ******************** claims very seriously that we have 'locked' the system - this is not something Casteel did or even has the access to do as there is nothing within the **** system to allow us to do so especially remotely, and we have not been to the home since the original installation of the equipment on January 2, 2021. While we have reached out to **************** to discuss she explained to us that the utility representative was able to fix the issue with the unit and thermostat, and in a good faith effort will refund **************** the $300.00 amount her brother paid for the system in March 2021, via a check.

  Customer Answer

  Date: 12/12/2022

   

  I am rejecting this offer due to the disceit being displayed.

  My brother thought these people were charging him **** dollars.

  Anyone in their sane mind can see if someone is not in a postition

  to make a major decision!  ************ allowed a strange person

  to solicit services on behalf of my brother.

  Now the lies have began, for this company is claiming to have waived

  the fee and that they tried to collect payment and decided to waive fee.

  Discusting misrepresentation of the truth.  Castile HVAC placed a lien 

  onto my brother's estate, after denying him a fully working system.

  This lien was being paid out to Castile in the month of October 2022

  If you had really waived this charge, why did you place a Lien on the

  home?  Could it be now you desire to waive this fee, since you serviced

  someone unable to make such a legal decision?  Greed is prevailing with

  this company.  Return the lien monies you accepted for a job which was 

  done illegally and with malice intent.  Malice intent is due to not providing

  functioning heat to my brother nor air.  You reached out several times to

  harass him for something he knew not why or how to comply to resolve.

  Then to offer 300 dollars to cover the damages in which they caused my

   brother?  Your life maybe worth only 300 dollars, but my brothers life is worth

  more than your business has to give.  There are two witnesses with reliable

  proof of Castile's negligence.

   

   

  

  Business Response

  Date: 12/20/2022

  We want to thank **************** for providing this information she did not include in her original complaint. Our corporate office was unaware a lien was placed on the home, and would like to resolve the matter. We have taken steps to ensure this does not happen going forward to other customers and have changed our company policy on past due accounts. However, we have not received payment from the closing of the home as **************** stated; and would like the opportunity to further investigate the matter. We ask that **************** reach out to the closing attorney's of the home to inquire when/where the payment was sent to if at all. If she would rather, she can provide this information to us on who the closing attorney's were for the home and we will do our due dilligence in getting this sorted. 

  Customer Answer

  Date: 12/26/2022

   

  Good day all, I do not have much to say at this time.

  In response to why ***************, did not mention in her original complaint the lien.

  Well my most important task at hand, was the discomfort I felt when staying at my

  brother's home. Trying to get warm and knowing how I could do more to get warm,

  but not for one which cannot move freely and disabled..The discomfort in which

  my disabled family member endured during this ordeal, is mind boggling.  Losing one's

  life during this type of calamity without heat or air and not knowing who to turn to, was

  more on my mind than mentioning your placing the lien on the home!

  When you so graciously announced, that you all had waived the fees, on the system which 

  did not produce heat or air for my brother's home, I had to mention the lien in which Casteel 

  has placed on his home! He did not call to order the casteel service, and did not know what

  to do during his lack of heat and air.  He just tried to make the best of a bad situation and

  never talked about this, now only the person which called out to casteel for service was kind

  enough to inform the family of what has happened. Plus the utility provider confirmed the unit

  had been locked by the provider of the unit, and he found a way to unlock it. 

   I doubt that casteel, did not know they placed a lien on a home in which they couldn't collect

  payment on.

   

• Initial Complaint

  Date:09/01/2022

  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 contacted Casteel in June of 2022 to troubleshoot the issue with my HVAC system. The entire system shutdown. When the technician came out, he diagnosed a condensation pump issue and replaced the pump. A Side Note: Casteel installed both original condensation pumps years ago and I had NO issues with either one of the original pumps until this year. On August 28th, I happened to open the closet where the condensation pump was and recognized that water was all over the floor in the storage area. My HVAC unit never shut off like it did before the pump was replaced although the water had overflowed from the pan to the entire storage area. There is mold everywhere (all over ***************************************), which is extremely deadly for me and my son. I contacted Casteel immediately and the dispatcher indicated that I needed to "stop sucking all of the oxygen from the room" and stated that someone would come to diagnose the problem on August 30, 2022. When the technician came around 8:00 p.m, he saw the water, attempted to troubleshoot the issue, took pictures, and used my wet vac to take up the water. He stated that he fixed the problem TEMPORARILY and assured me that someone would call me the next day to schedule a restoration person to come out and repair the water damage and schedule him to return to resolve the issue. He stated that he or someone else (if he wasnt working) would return to put in a new pump and new line as well as other fixes to resolve the issue permanently. No one called on August 31st as promised nor September 1st. When I called to inquire why I didn't receive a call, the dispatcher indicated that she didn't have notes of any issues and that she would have to send another person out to diagnose the problem. When the technician ******************* came, he stated that he didn't see a problem and acted as if I was wasting his time.

  

  Business Response

  Date: 09/09/2022

  We have received the complaint with regards to ****************, and have made contact with her. We are working to come to a resolution, and appreciate the opportunity to do so.

• Initial Complaint

  Date:08/25/2022

  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 would like to file a complaint against Casteel Plumbing and Heating. We called them to install new equipment HVAC, water heater, etc in June 2022. The amount that we paid was $25,000.00 for a complete system. Unfortunately, they have not completed the job and the initial install was poorly done needing several visits to bring to code. When they came to fix what they had poorly installed, one of their technicians cut the exterior water tubing from the condenser pump and let it leak into the basement ceiling causing water damage to the ceiling, walls, floors, and musical equipment in my basement. They agreed to fix my basement contracting *********************** for repairs. The company started the job by extracting the moisture and pulling up the walls and floors but did not show up to finish the job. I am missing hardwood floors and a wall that needs to be repaired. I am a musician that is the place where I hold lessons and do my musical work. I cannot do my job because I had to move everything for them to finish the job. I have not heard from either company for the past three weeks. After I left multiple messages and emails and have not received an answer. What started with a simple installation back in June 2022 up to this morning August 25, 2022, has not been completed. I want them to finish the job. They also have not replaced the faulty thermostat they installed. They are difficult to reach and they send poorly qualified workers to the job. We need this remediated.

  

  Business Response

  Date: 08/30/2022

  We are very sorry to hear of **************** experience and issues with our contractor. We have come to a resolution with ************** with regards to the installation, and have also since been in contact with him via email and have scheduled for a different contractor to complete the work starting Wednesday, August 31, 2022. We will followup with **************** after this appointment and repairs to ensure his satisfaction.

  Customer Answer

  Date: 08/30/2022

   
  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:08/10/2022

  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 am filing this complaint as a follow-up to an email I sent to my salesperson, customer service, and customer service manager at **********************. Over the course of ~2months, I made several diagnostic calls for a poorly functioning, 17-year old A/C system. Casteel was professional and timely with these service calls, and provided solutions for issues but ultimately informed me that the problem was due to my unit being so old and unable to cope after years of operation. I negotiated and agreed to the install of a new, high-efficiency system to be installed on 17-July. No complaints on the install or crew itself, but the system has been unable to cool below ~78F during the heat of the day; 4-6C above setpoint. Since the install, I have initiated every service call to have warranty and diagnostics attempt to solve this problem. Customer support has been entirely unhelpful, and is unable to access even the terms of my install contract which they misquoted several times, and admitted to not having direct access. Since the install, I had a diagnostic visit on 27-Jul where the problem was a faulty Thermal Expansion Valve (TXV) on a new system. However another visit by the warranty division instead discovered that the ductwork was improperly routed and was pulling attic air into the blower supply, mixing home temp with much hotter attic temp, thus creating the issue I was experiencing. This is especially worrisome, because if true, then a new unit may have never been the solution that I required and I was sold a $12,211 system on false premise. I'm aware that the old A/C was likely a contributor to my temp issues, but I can't say with certainty if I would have purchased a new system if I knew that the problem was solely ductwork. To make matters worse, I had asked for ******** to be inspected but no fault was found. As of now, I have been told multiple times that Casteel is awaiting ductwork delivery before starting repairs, which could probably be found at ********** instead.

  

  Business Response

  Date: 08/10/2022

  Thank you for allowing us the opportunity to respond to ********************** concerns. We are currently in the process of rectifying any issues with the equipment and we are committed to making sure they are completely satisfied with their new install. 

  Customer Answer

  Date: 08/10/2022

  Hello,
  I can confirm that Casteel was extremely quick to respond to my complaint and they were able to send a technician over to apply resolutions and diagnose further issues the same day as I submitted this complaint. My technician was knowledgeable and looked into first confirming the previous diagnosis, then applying solution(s). The technician confirmed that the ductwork is likely the largest contributor to the temperature problems, but is much more extensive than previously determined. No immediate solution was put into place, but I was informed that this project is a priority and that Casteel needs to draft a more formal ductwork plan in order to continue, which sounds reasonable. As part of this response, I would like to add more info after the ductwork has been completed as to whether the issue was resolved in full. My initial problem has not yet been resolved, but Casteel is taking the correct steps towards reaching a resolution, which is greatly appreciated.
  Best,
  ****

  

  Business Response

  Date: 09/09/2022

  We were able to make the necessary ductwork modifications and damper adjustments. ****************** is satisfied with the repairs and stated the system seems to be working properly now. We apologize for his experience and appreciate his patience with this matter. We are ready and willing to check his system again should any further issues arise. 

  

  Business Response

  Date: 10/31/2022

  We appreciate the opportunity to respond to ********************** concerns. We have had the opportunity to speak with him and resolve his issues. The system passed inspection and ****************** indicated the system is working as it should. In an effort to make things right, we offered to extend our Preventative Maintenance Agreement for the next three years at no charge. ****************** accepted this resolution. We are very thankful to be given the opportunity to rectify the situation and we are here when he needs us! 

  Customer Answer

  Date: 10/31/2022

   
  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. Casteel took appropriate actions during this extended install to correct outstanding issues and to address concerns. Though the process was lengthy, I appreciate Casteel's professionalism and diligence in keeping up with my concerns and to resolve issues found by myself and by the county during initial inspections. Overall, I am still satisfied with the quality of work and customer service demonstrated by ********************** and their employees. 
  
  Sincerely,
  
  ***********************