BBB Business Review

BBB Accredited Business since 01/24/2002

Casteel Heating & Air Conditioning

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Phone: (770) 565-5884Fax: (770) 792-66702218 Canton Rd, MariettaGA 30066-5381 Send email to Casteel Heating & Air Conditioning

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BBB Accreditation

A BBB Accredited Business since 01/24/2002

BBB has determined that Casteel Heating & Air Conditioning meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Casteel Heating & Air Conditioning's rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 5 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

5 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service5
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 5

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on Casteel Heating & Air Conditioning

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (5)BBB Closure Definitions
11/20/2013Problems with Product / Service | Read Complaint Details
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Complaint
Issue was slow draining from back bathroom.Tech augered but did not clear problem.Tech suggested that hairline (not leaking) crack in toilet bowl preventing proper pressure and replaced toilet. Still no help. Tech refused to auger further into the line, claiming that my indoor pipes were "too old and disintegrated" to risk augering further. He gave quote of $1876-$3412 for partial/full replacement of indoor piping. I declined. Paid $29 trip charge and $538 for installation of a toilet that lists for $85. Total=$567 and problem not fixed or even improved.Got 2nd opinion. They came out, augered, and cleared the blockage. They scoped with a camera and found decades-old buildup of grease buildup. Came back another day and used pressure-washer to clear all grease from system. NO PIPE REPLACEMEND NEEDED. Total=$420 to fix problem.
Product_Or_Service: ******* ******* toilet replacement
Order_Number: XXXXX

Desired Settlement
The should refund at least $200. They not only didn't fix the problem, but by their own admission they were incompetant to do so.

Business Response
Casteel certainly wants to make each and every customer happy. However, we must also protect ourselves from liability/ water damage. In older homes with cast iron pipes, there is a rating and life expectancy before the pipe begins to breakdown. The city of Atlanta is experiencing this right now through large portions of older neighborhoods. Casteel must always do the right thing, and augering a brittle pipe is dangerous, and not the best fix. Even though we believe we are in the right in this scenario, Casteel will refund $200 to please the customer. We would recommend that the customer replace that section of pipe in order to avoid thousands of dollars in water damage. Respectfully **** ****** - *********

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
To their credit, Casteel called the day after complaint filed and agreed to refund $200, which arrived a couple days later. However, my issue wasn't so much that they declined to try to resolve problem without expensive pipe replacement as that they charged $538 to replace an $85 toilet. $338 was more than generous; I should have asked for an additional $100.

11/07/2013Problems with Product / Service | Read Complaint Details
X

Complaint
Put AC/Heating in and begin to leak on ceiling so much so that it was about to fall through. Talk to manager after 5-6 house calls and he promised to come out himself and he never showed. Only had AC 3 months and it has been a hassel since I got it.

Desired Settlement
I want the AC taken out and my money refunded.

Business Response
According to the customer, Casteel has settled this and the customer is happy.

09/27/2013Problems with Product / Service | Read Complaint Details
X

Complaint
Company and I agreed to replace entire HVAC system (Furnace, Coil, A/C, etc). Company did not replace all necessary parts.
***** ****** sold us an entire HVAC system replacement due to our decrepit A/C unit dieing and a furnace not up to code. Within 90 days after replacement, our A/C unit stopped working for a third time. Tech states that the copper line is broken and is leaking freon and needs replacement. Tech states that copper line was not installed by them but is apart of the HVAC system. Tech states that Casteel chose to use the existing copper line. During the selling process, Casteel never informed myself nor my pregnant wife of the decision to use the existing copper line. Casteel never offered us the opportunity to replace the line. On the face of it, Casteel made a decision to get away with using a part original to the home when we instructed them to replace everything involved with the HVAC system. During the install, I even checked with the installer (there were two installers, I am referring to the caucasion installer) to make sure they were removing unused wires in the hole of the wall and replacing all used in which he said yes.

Casteel failed to inform us regarding the use of the copper wire and now should be held responsible to replace the copper line and freon to restore the A/C unit to working order.

Desired Settlement
Casteel should replace the copper line carrying the necessary freon in order to get the A/C unit to perform properly and not cycle every 5 seconds.

Final Consumer Response
Contractor sent tech and repaired the line and restored A/C unit to working condition. Thank you.

07/24/2014Problems with Product / Service
05/21/2014Problems with Product / Service

Industry Comparison| Chart

Heating & Air Conditioning, Duct Cleaning, Heating Contractors, Air Conditioning Contractors & Systems

Additional Information

top
BBB file opened: 11/30/1998Business started: 06/01/1987
Licensing, Bonding or Registration

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Secretary of State- Professional Licensing Boards
237 Coliseum Dr
Macon, GA31217-3805
(478) 207-2440
http://www.sos.ga.gov

Type of Entity

Sole Proprietor

Contact Information
Principal: Mr. Bob Casteel (President)Mr. Richard Eppers (Operations Manager)Ms. Lynne Graham (Customer Service & Office Manager)
Number of Employees

28

Business Category

Heating & Air Conditioning, Duct Cleaning, Heating Contractors, Air Conditioning Contractors & Systems

Map & Directions

Map & Directions

Address for Casteel Heating & Air Conditioning

2218 Canton Rd

Marietta, GA 30066-5381

To | From

LocationsX

2 Locations

  • 1176 Franklin Rd SE Ste H 

    Marietta, GA 30067-8992

  • 2218 Canton Rd 

    Marietta, GA 30066-5381

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Metro Atlanta, Athens and NE Georgia. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Casteel Heating & Air Conditioning is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on July 1, 2013.

BBB reports the complaint response text for all reportable complaints against a business that are received electronically.

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Industry Tips for Heating & Air Conditioning

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BBB reports on known significant government actions involving business' marketplace conduct.

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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