Complaints

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:10/08/2024

  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.

  Installed a whole heat pump system through a mass save approved vendor and rebate program on June 7 of 2024. After the install the air conditioners and the compressor started making noises throughout the entire system. This was sold as a whisper quiet ********** system. Took several months and several calls to get techs out to find out what was wrong. Finally on August 6 they sent out a tech along with two ********** consultants who did a computer test. Told we would get a report and decision in a week and that it probably needed two condensers instead of one. They came out and remeasured the home. It has now been over 8 weeks and cannot get an answer or call back from the person at Casey who makes the final decision. We were told it would be fixed and no extra charge. We are now over 4 months with trying to deal with this company.

  

  Business Response

  Date: 01/28/2025

  A new condenser was installed on 10/25/24 to fix the issue.

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  **** And ********

   

   

• Initial Complaint

  Date:12/05/2023

  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.

  Everything about this company is unprofessional with the exception of Sales Resource - ****. Very poor experience from install in July until today. My heat pump / thermostat is still not working and they do not care. I am the first to admit I have not been pleasant when I contact Casey because of all the issues and the type of response they give. The office manager is rude and condescending. I do not feel I should have to provide a credit card before they will dispatch again. The thermostat / heat pump do not work right. I would be happy to provide all the details of the issues with this installation if needed. High level is I had to follow up with Casey a few days before the install date. I was told that day they they have to push the install out another day as if we are expected to just take days off with no pay to be there without notice. I accommodated the new date and after they were a no show I called about 90 mini after they were supposed to be there. They said not their fault someone called in. They sent some resources late that day to start. Day 2 of waiting and they did not come, the lead called in that day. Now day 2 and 2 different resources out sick. This install spanned over a week. They then left with no instructions, next steps and no a/c working. I again called and for a troubleshooter out late morning the next day who a acknowledged this was not completed properly. He first had to make calls and fix the wiring the electrician did wrong. After a few hours he did get the a/c working. We did not test the heat because it was 90 degrees in July! He was the only sincere apology. The office always had excuses.Flash forward to around 11/1 it was time to turn on the heat. Immediately noticed an issue, the heat would not shut off or kept going when heat pump setting was in. I called to complain and was asked for a credit card before they would dispatch anyone. I absolutely refused when she said they need the card in case the issue was not install related. My heat was fine until they installed the heat pump, a/c and new thermostat. There is more to this if needed and i already issued a complaint with ******** for having a company like this on thier approved vendor list. I will take this to court if my heat is not working properly by 12/15. I am forced to use emergency heating / gas to heat my home properly with a working thermostat.

  

  Business Response

  Date: 12/26/2023

  There was an issue with the thermostat - To which technical support recommended a replacement. A replacement thermostat was installed 12/15/23

  Customer Answer

  Date: 12/28/2023

  [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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/21/2023

  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.

  Transaction date was in November, 21 2021.They came to my house for hvac service. They replaced a board that didnt need to be replaced. However, I had discovered this months later. I gave them a check that day upon services completed. The check was never cashed and I called and followed up. They had no records of my service or transaction. Fast forward to todaythey check was cashed almost 2 years later. They didnt call me or discuss the situation.

  

  Business Response

  Date: 12/26/2023

  We closed out the open invoice with the check written out at the time of service

• Initial Complaint

  Date:07/29/2022

  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.

  Didnt check it or inspect it but I paid for it. It does not work They did not remove two rooms of old baseboard heating until 3 weeks of yelling It was still attached to the old system They returned 2-3 truck van full of supplies identical to mine to the supply store and I was not credited They need to make a detailed list of supplies Mass Save- not done They destroyed tons of floor tiles They did not file my warranty -So when I called Trane to say it doesnt work - because they did not register it I lost five years off my warranty They didnt file my rebate for $10,000 correctly and still havent But that cost me over 6500$It doesnt work I have paid two sep payments on this thing to two diff creditors. After BBB I will call a civil attorney *************** is coming to inspect it and say whats wrong. Thats 3-400$But after $37,000 Thats peanuts. I have never done this before but If they did all of this to me ? They did it to others I gave gave them all lunch cold drinks and one a free motorcycle. ************ Not one thing is correct Sad for me

  

  Business Response

  Date: 08/16/2022

  We have shown the customer 5 separate times between 4 different technicians how to operate the system. Each of those times the techs have indicated the system performance is operating as intended WITH VARIABLE SPEED PERFORMANCE. The entire system is variable speed, from the air handler, heat pump condenser, to the zone dampers. 

  During the condenser installation day, the outdoor temperature was 96 degrees. After running the system, the indoor temperature had satisfied the thermostat requirements of one zone 70 degrees and another 69 degrees. 

   

  Baseboard heat was removed, two left in place until customer moved furniture for access. Customer has tile floors removing the baseboard heat left existing holes from the old piping.  

   

  The manufacturer's warranty for the equipment is 10 years - registration attached.

  Mass Save has been contacted by Casey HVAC and there have been two submissions for a rebate. One has been paid and one has been denied.

  We are assuming the customer applied for a rebate with the wrong submission form and the one submitted by Casey has been denied due to only one rebate per household being allowed. We are working on correcting with MASS Save on behalf of the customer to receive the largest rebate available to them.