ComplaintsforCasa Leo
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a ************* too. It never fully worked but it got the main job done. Although they were never helpful with getting it to work properly. It was supposed to clean litter which it mostly did but also weigh my cat which it never did correctly. This issue was never resolved. Eventually the litter box kept saying it was full when it was not. It could be perfectly cleaned and refreshed and it would still say its full. Eventually they replaced it under the extended warranty that I paid for. After a long time of complaining and trying to fix it. I have had this new litter box for a month and now it is doing the exact same thing. When the litter box says its full when it obviously is not that is a huge problem. I bought a self cleaning litter box so I could leave my cat home alone when needed and now I cant do that because it wont clean itself like its supposed to. This is absolutely ridiculous for a $700 product plus an additional $100 extended warranty. This is a huge inconvenience and Im honestly just appalled by the incredibly expensive machine not working even after receiving a replacement. With the huge inconvenience this has caused I believe a refund and an exchange is necessary. Especially knowing that these are defective items and I know people with the exact same item who has absolutely no issues.Business response
01/24/2024
COMPLAINT ID # 21021664
Our customer support representative named Jacklin S worked with customer Casey Jaeger and I’ve included some key communication points/info below:
-Casey emailed 12/17 at 9:45PM EST complaining of malfunction
-JS replied 12/18 at 11:13AM EST with troubleshooting methods
-Casey emailed 12/19 at 1:33AM EST saying it didn’t work
-JS replied 12/10 at 10:25PM EST with another troubleshooting method with a video
-Casey replied 12/27 at 12:17AM EST asking for a new base
-JS replied 12/27 at 9:35AM EST and 4:07PM EST and said she’d order a new base + comp gifts for inconvenience
-JS sent follow up email 12/30 at 11:13AM EST with tracking info for base + gifts and asked customer to send update once they received the replacement and offered to speak on the phone if needed
It appears Casey submitted the complaint on 12/17/23 before Jacklin sent a new base. This situation has been resolved and no additional action is required from us.
Customer response
01/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21021664, and find that this resolution is satisfactory to me.
Sincerely,
Casey JaegerInitial Complaint
11/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a "litter robot" type of self-cleaning cat litter box from them late last year. The unit stopped functioning and is still under warranty. I contacted them via email and a customer service representative named ******** acknowledged my warranty and said a new unit would be sent out to replace it. This was on the 3rd of November. I've attempted to follow up since with no response. Of note, the company now goes by the name "Casa ***," same address. Currently, their website is not functioning.Business response
01/24/2024
COMPLAINT ID # ********
Our customer support representative named ****************** worked with customer *************************** and I've attached some of the communication with the customer and ********. Please see below some key communication points/info:
-MM communicated on Nov 4 at 2:52AM EST that a new base would be sent.
-MM ordered a new base on 11/4 at 2:53AM EST.
-***** sent an email to support on Nov 9 at 2:**** EST requesting an update.
-***** sent a follow up email to support on Nov 14 at 12:36PM EST
-MM replied to ***** Nov 14 at 3:52PM EST explaining there was a shipping issue with the warehouse and sent a complimentary gift for the delay
-MM ordered another base on Nov 14 at 3:49PMIt appears ***** submitted the complaint on 11/13 before ******** had a chance to reply and send a new replacement base. This situation has been resolved and no additional action is required from us.
Initial Complaint
05/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Made a purchase of 2 of their *************** Too units ($649.99 each) on January 13, 2023). Paid with my Chase debit card. Payment was taken out of my account that day.A week later the company sent an email that the items had been delivered. When I got home later there was no delivery. The ***** Ground photo showed the items at the end of my driveway/sudewalk. The boxes were huge. It is our assumption that they were seen by a passerby with a truck or large van and were stolen. Mainly because they were left practically on the street, in full view of anyone on our street, or the very busy cross street, as we live on the corner. Furthermore, the boxes had an image, item name, etc, so anyone could look-up the cost was expensive.I reported back to the company that this was probably the case. I was assured that it would be handled as soon as possible after I filed a police report. I filed a police report and it has been three months exactly and still no refund or any correspondence from the company. I have reached out to reached out to them on numerous occasions and they only respond after *** contacted them and their response is always that they are still working on it. I have been out the money for this purchase for three months and still do not have the items. I dont trust this company in the least and I just want a refund and to be done with them. I emphasized this to them last week and told them that I would give them until today (which was a three month ***** to make good on my refund or I would be filing a BBB claim. They never even responded to that message. At this point I just want my refund and to be done with this company because I do not trust them at all. My fear is that if they were to send me a replacement shipment that if I dont like the product or have quality/defective issues with it that theyre going to be just as poor in responding to those issues as they have been with this stolen shipment. Thank you very much for your assistance.
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Customer Complaints Summary
4 total complaints in the last 3 years.
4 complaints closed in the last 12 months.