BBB Accredited Business since

Caswell, Inc.

Phone: (315) 946-1213 Fax: (315) 946-4456 7696 Route 31, Lyons, NY 14489

BBB Business Reviews may not be reproduced for sales or promotional purposes.


Internet & catalog sales of automobile restoration products.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Caswell, Inc. 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.

Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Caswell, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: August 26, 2003 Business started: 06/15/1998 in NY Business started locally: 06/15/1998 Business incorporated 06/15/1998 in NY
Type of Entity


Business Management
Ms. Carol Caswell, Vice President
Contact Information
Principal: Mr. Lance Caswell, President
Business Category


Industry Tips
Internet Shopping

Additional Locations


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

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

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

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/9/2015 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I ordered a chrome plating stripping kit from Caswell's website, shown here: The product page claims it is a complete kit and contains "...all the required tanks, heaters, agitation and cathodes". The product picture shows what appears to be a heater in the lower right corner. I never received a heater in the kit. A pump, and instructions were also missing, but have since been rectified by customer service. Customer service refuses to send the required heater or apologize in any way.

Desired Settlement: 1. Send heater free of charge or give partial refund to cover cost of buying the required heater. 2. Correct inaccuracies on product page.

Business Response:


Re: BBB Complaint ********

We have changed our web site to make clear that the kit does not include any sort of heater. These small heaters were discontinued by the factory several years ago.

We have provided a $15.99 refund to ** ********* ****** account, which is the full price of the heater back when we sold them. We had already reduced the price of the kit by this amount when we removed the heater several years ago, but offer this refund to ** ********* a good faith gesture. 

I have included:
1. A before printout of the web site
2. An after printout
3. An old invoice showing the price of the heater when we sold them
4. A copy of the refund

Is this is unsatisfactory to *********, he is welcome to return the entire order for a full refund.

***** *******

Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

0 Customer Reviews on Caswell, Inc.
Positive Experience (0 reviews)
Neutral Experience (0 reviews)
Negative Experience (0 reviews)