ComplaintsforCastle Building & Remodeling Inc
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Complaint Details
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Initial Complaint
08/20/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On 7/19, I purchased a Harvia sauna heater from Castle Building. I found the item for sale through an online posting and then communicated with a Castle employee to arrange pick up at their offices and negotiate price. I paid $900 for a new in box, never used Harvia *** 60W Xenio Digital Wall Control Sauna as identified in the posting and also in the email communications I had with the employee. However when I opened the box, the wrong unit was inside. They had given me a Harvia *** 60B. When looking online at other retailers, the unit I was given is a much cheaper model (about half the price). The unit I purchased had a retail price of around $1600 vs. the retail price of the unit I was given as around $850. When I contacted Castle to resolve this issue, my contact said the sale was final, regardless of the fact that I had been given the wrong unit and they would not resolve the issue. Castle either switched the units or deceptively marketed the sale. The unit I was given was not the unit I had purchased. I have included a photo of the original posting, manual of the unit I was given, a packing slip I found in the box showing the model name/number, and a email communication with Castle showing they were selling me the unit I purchased with the retail price of $1600.Business response
09/12/2022
This complaint has been resolved and the desired refund has been made to the client. A related company to Castle was selling the sauna heater and inadvertently listed the wrong model. When this was brought to our attention we apologized and offered the client a refund which they accepted.Customer response
09/12/2022
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.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.