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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
09/14/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Harassment.Company called threatening me for non payment.Company financed a product that has been returned for hazardous issues.Unit was returned from warranty called and smelled of burning wires Unit has been returned to the manufacturer
Business response
09/23/2021
Tell us why here...This pertains to complaint #******** filed by ***************************** with the Better Business Bureau. April ****************** and **************************** contracted with H2O Takeover for the purchase of a Rainbow SRX Vacuum System. H2O Takeover is an independent business that uses many different lenders for customer financing and is not contractually obligated to finance any of its business through any particular lender.
H2O Takeover submitted a credit application on behalf of April ****************** and **************************** to Castle Credit on October 30, 2019 requesting financing. Credit was reviewed, approved and H2O Takeover received notification of the credit decision. The account was opened on October 31, ********************** the amount of $3,550.02 with thirty-six monthly payments of $134.48 beginning on December 22, 2019. Payments have been remitted from January 3, 2020 through August 18, 2021.
The Baldwins informed us that the vacuum was delivered to H2O Takeover for a service issue due to a manufacturers recall. The complaint states that the vacuum was returned to the manufacturer, not to the local sales/service office. Any service or warranty issues are between the manufacturer and the customers.
We have placed the account on hold as an accommodation to the Baldwins. We encourage the Baldwins to contact our office once these issues have been resolved with the manufacturer.Customer response
09/23/2021
Complaint: 15864594
I am rejecting this response because:Product has still not been receivedback from the manufacturer. I am requestinga total refund of the paid dollar amount and requestingthat this account be closed and removedfrommy credit report. Castle credit has threatened me with my credit file as harassment.
Sincerely,
*****************************Business response
09/29/2021
Tell us why here... *********** or warranty issues are between the manufacturer and the customers. We have placed the account on hold as an accommodation to the Baldwins. We encourage the Baldwins to contact our office once these issues have been resolved with the manufacturer.Customer response
10/01/2021
Still no product
Complaint: 15864594
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
09/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Approximately 3 years ago purchased a water filtration system for our home through WNY **************************** Was installed and told that every year they would replace filters under the sink. I have tried e-mailing, and calling both numbers provided with no response. The Phone numbers are not in service. They had us go through Castle Credit for monthly payments. To date, we have paid over $3,000. Castle Credit has been auto withdrawing $79.91 every month. Statement says we still owe $4,459.02. I don't know what to do as we can't get replacement filters and are paying for something now that isn't working and the company is non existent.This is what I received from our BBB in Buffalo. This message is in regard to your complaint submitted on 7/20/2021, and assigned ID ********. Unfortunately, we aren't able to pursue this complaint because the business is either unreachable or appears to be out of business.Business response
09/20/2021
Tell us why here...This pertains to complaint #******** filed by ******************************** with the Better Business Bureau. On April 20, 2018, *********************** and ******************************** contracted with Western ******** ************************ for the purchase of a water treatment system. Western ******** ************************ is an independent business that uses many different lenders for customer financing and is not contractually obligated to finance any of its business through any particular lender. In this case, Western ******** ************************ accepted Castle Credits offer to purchase the contract and assigned the contract to Castle Credit.
Under the terms of the contract in the amount of $5,300.00,minimum monthly payments of $79.91 were to be remitted on or before the 22nd of each month, beginning on May 22, 2018. Payments were remitted from May of 2018 through June of 2021. No further payments have been received.
Any requests for service and supplies for the equipment are between the customers and Western ******** ************************. It appears that this office is now closed, however service and supplies are available from the manufacturer of the equipment. Our Legal Manager reached out to ***** to provide her with assistance via cell phone and email. ***** did not respond.
On September 15, 2021, *************************** called our Legal Manager to discuss this matter. He was told that the account could not be discussed without authorization from the ******. ***** joined the conversation, properly identified herself and authorized us to speak with *************************** on her behalf and immediately exited the call. *************************** said that ***** was not interested in obtaining service and supplies for the equipment and was not interested in being provided with the manufacturers contact information. He said that ***** wants no contact with the manufacturer or Castle Credit, will not be remitting payment and wants a refund of all payments remitted.
We encourage the ****** to contact ***************************** for service and supplies. Their telephone number is **************.Their email address is ******************** We encourage the ****** to contact us to arrange for payment or settlement of their account.
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Customer Complaints Summary
60 total complaints in the last 3 years.
16 complaints closed in the last 12 months.