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Consumer Complaints

BBB Accredited Business since 10/01/2010

Cassel Home Comfort Heating and Cooling

Phone: (217) 352-2800Fax: (217) 954-1289

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Billing / Collection Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
05/03/2016Advertising / Sales Issues | Read Complaint Details
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Complaint
Told HVAC transformer was bad; it wasn't. (It gets worse.)
I wish I could give zero stars.

I advise anyone and everyone to steer clear of Cassel Home Comfort Heating & Cooling. You probably just got the direct mail piece that I did. Since I do need to replace my HVAC system, I called for a quote even though I thought their offer was too good to be true. Not only was it too good to be true, it ended up costing me $90. I fell for the "we'll give you a free heater inspection in return for your letting us bid on your system" gimmick. I was told initially by the salesperson that my heat exchanger was cracked and then by the technician who came out that the transformer was bad and that neither the furnace nor the a/c would work until it was replaced. I said I would have my usual HVAC company take care of it when I had the a/c inspected in a couple of weeks. I remember their crestfallen looks...and now I know why. After several days without heat, I was getting cold and so had my trusted company come out to replace the transformer. Lo and behold, there was nothing wrong with it. But there WAS a disconnected wire (one of five in a junction box, so highly unlikely that it became disconnected on its own).

Do I know for a fact that I was swindled? Judge Judy would say that since I didn't see the technician disconnect the wire, I can't prove it, and that the fact that everything was working fine before the salesman arrived doesn't constitute proof. But I know in my gut that, at the very least, I was told I needed a repair (and, "with a furnace this old, you really ought to just replace it rather than spending any more money on it") when it did not need a repair. And that constitutes a swindle in my book. Steer clear of this company!

Desired Settlement
I want my $90 repair fee for reconnecting the disconnected wire paid.

Business Response
Contact Name and Title: ******* ****, GM
Contact Phone: XXX-XXX-XXXX
Contact Email: *******@casselhomecomfort.com
Hi ********* - I know you have spoken on the phone about this situation with our owner, ***, and we would love to do what we can to remedy any miscommunication. Our Project Manager does not diagnose system issues and would not have known if the heat exchanger was cracked. As a result, he cannot recommend specific repairs which is why our technician came out to take a look. Our technician did find an issue that needed repairing and I understand you opted to not fix it through us which is completely your choice. Our quotes are no obligation, as well as our repairs. We also have a policy of "Happy Today, or You Don't Pay" If we would have performed the repair and you were still unhappy then you would not owe a dime. My understanding is that you had your other HVAC company, ***** come to fix the wire and that they were going to refund your $90 per your comments. Regardless of whether or not they have done so, we would be happy to pay you the $90 you paid to ***** It is always our goal to prolong the life of your system as long as possible prior to needing a replacement. We have many customers that have gotten our letter, purchased their system with that special and are very satisfied. We ask for them to complete surveys regarding their experience and I would be happy to show them to you at any time. Please contact our office at XXX-XXX-XXXX to let us know where to send your check for $90.

Sincerely -

******* ****, General Mangaer

Industry Comparison| Chart

Heating & Air Conditioning, Furnace Sales & Service, Heating Contractors, Boilers - Repair & Cleaning

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