Complaints

This profile includes complaints for Cassell Brothers Heating & Cooling, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cassell Brothers Heating & Cooling, LLC

  10042 Broad River Rd Irmo, SC 29063-2344

  
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  Cassell Brothers Heating & Cooling, LLC

  PO Box 143 Ballentine, SC 29002-0143

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was assured that my AC/Heating unit would continue to be covered under warranty when Cassell Brothers bought Duncan Heating and Air, INC. On Aug 22, 2024 they stated my warranty was only good for 10 years and charged me $2039.90 for repairs and yearly Maintenace, I told the tec at that time leery of paying for yearly service due to pass experience with their company. When I supplied them again with a copy of my warranty that clearly states 15 years parts, compressor and Labor in Nov 2024, they refused to refund the amount of repairs that should have been covered under warranty. The manager Blackman tried to claim that our warranty is void, because we have never paid for yearly maintenance. I told him that we wrote a check back in 2020 gave to Dennis their tec and never received a call or service from them in 2020. He lied to us when we requested his bosses information and/or owner. Tamer called and said same, refused to refund $2039.90. I have sent several copies of receipt of warranty over the years, I would think a LLC would keep better records or they are just trying not to honor original warranty. We have never received any documents from Cassell Brothers on limits to our warranty. Nor any calls or emails about servicing unit till Nov 2024. They did honor the warranty in Nov 2024 when their tec found additional problems. They are still refusing to refund the $2039.90 that should have been covered under warranty.

  

  Business Response

  Date: 12/17/2024

  Dear BBB,
  I am writing to address complaint # ******** submitted by ***** *******. We take all customer feedback seriously and appreciate the opportunity to clarify our position regarding this matter.
  Our records indicate that ***** ******* reported an issue related to the warranty on her system. While we strive to honor all warranties, it is important to note that we were unable to do so in this case due to a lack of proper maintenance conducted on the system by the customer. Furthermore the warranty documents states that it had expired in 2022. I have been in contact with the warranty company to provide us with the literature that states routine maintenance must be performed to uphold warranty states. once I received this i will be happy to provide them to you. 
  Additionally, we value our customers and strive to ensure their satisfaction. As a gesture of goodwill, we provided ***** ******* with a Free blower cleaning a add-on start assist, a new contractor for the compressor and for the heat strips and a capacitor in the value of $1597.23, which demonstrates our commitment to customer service even in challenging situations.
  We regret any frustration this may have caused and hope to resolve this matter amicably. We are always available to discuss any concerns.

  Customer Answer

  Date: 12/19/2024

  I am rejecting this response because: Cassell Brothers has submitted paperwork on the recommended service and warranty of my unit, that was never supplied to me as the owner.  I did request all paperwork at time of purchase,  being told that the receipt was all I would need. Which I have submitted to the BBB, clearly states a 15 year warranty. My complaint is that they charged me for work, parts and labor when all should have been covered under the warranty. When the mistake was pointed out to their company,  they refused to refund the money that was wrongly charged.  Their technicians that have come to the house in the past have all commented that I had the best warranty they have ever seen. By the paperwork I have my warranty sould still be active till 2025, that's 15 years.
  
  Sincerely,
  
  *****

  

  Business Response

  Date: 12/23/2024

  I understand that you did not receive the paperwork when you purchased your system, and unfortunately, we had no control over that. However, we processed your warranty in 2020 for a failed blower motor. This was because when we called to check the warranty status, we were informed that it was covered.Note this is the first time you had called us to service the system. 
  
  In contrast, the last time we visited in November, we were told that the warranty was not covered. So, we provided you with a price to make the repair and enroll you in a maintenance plan, which you agreed to pay.
  
  After everything was settled, you called in stating that you had a warranty with a 15-year parts and labor warranty. At that point, we informed you that the system required routine maintenance to uphold that warranty. This warranty is comparable to any other warranty; it contains stipulations that the consumer must comply with. Additionally, we returned to provide system enhancements valued at $1597 that were not charged for. This was an act of good faith on our part that was not required of us to perform. I propose that we reach a mutually agreeable resolution and conclude this matter. 

  Customer Answer

  Date: 12/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have supplied your company several times with a copy of my receipt that clearly states a 15 year warranty.  It was your service person who first stated our warranty was only ten years. Your company never notified us of changes or conditions of maintaining the warranty. Your company never reach out to us after 2020 dealing with a service plan. I clearly believe that you should hold to the warranty and refund the charges that were made in error by your company. 
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 01/17/2025

  There has been no further communication from Cassell Brothers since they finally sent me the past invoices from the last 12 months. I have sent you the copy of the invoice that is dispute,  which shows that they charged me in error. No further contact has been made. 

  

  Business Response

  Date: 01/27/2025

  We has resolved this in house and will be issuing a refund. 

• Initial Complaint

  Date:08/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The cost of the removal and replacement of a toilet was $805. which is above a usual and customary cost. I was given 3 options to select: #1 purchase one on my own which may not be the right one. 2 replace the parts inside the tank for around $750.but there was no assurance that the leak would not reoccur or 3. remove and replace with the one they had. The total cost would be $1135. I was not informed that a stop under sink would be replaced costing $277. as part of the the overall costs. I was not given a choice of different toilet costs because they only carried one kind, the most expensive. According to Mike at Cassel Brothers I am paying for the the call to the to their store, for the servicemen, for labor, overhead and 10% profit. I am a senior citizen and a woman with no plumbing experience. I did not consider checking other plumbing companies because I thought Cassel Brothers was supposed to be reputable.. I felt BBB should know about their practices.

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 11, 2022/09/08) */ We serviced Ms. ****** on May 3, 2022. On August 16, 2022 Ms. ****** called in stating she would like a refund on the work that was completed. However, we provided three options and the option that was chosen was completed. Upon our phone conversation, Ms. ****** stated everything was working properly and she was not having any issues with the new toilet or shut off that was installed. We let her know we had set pricing and the total cost she paid included parts, labor and the service charge. Due to the work and price being agreed upon prior to the start of work, we informed Ms. ****** we would not be issuing a refund but if she was having any issues with the work completed we would schedule a return trip to her property to address any further issues.

• Initial Complaint

  Date:07/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two 16 seer a/c heat pump units from Cassell Brothers approximately two years ago and they have not worked right from day one. I have called and requested service/repairs at least 5 to 8 times beginning within a couple months of installation. No one has been able to determine what the problem is or fix it. I purchased an extended warranty on both units to receive better customer service and repair and while I have not been charged for their service calls they accomplished nothing. I want these units replaced with new, working units suited for the purpose for which they were intended which is to cool my house. I have heart trouble and I have expressed that several times emphasizing the absolute necessity that my house be cool. Yesterday I went into afib from the heat. Today is another warm day in the 90's. They ignore my problems because they are sitting in their a/c homes not worrying about me. They got their money and now I get no service and 2 units that won't cool. I want this escalated to management, I want it escalated to TRANE corporate office. And if I can't get satisfaction I will take it to court to get my money back. I don't ever want to have to call them again because my units are not cooling! They are trying to run out the clock on the warranty. They claim 24 hour emergency maintenance but cannot provide it. That is false advertising and false assurance to prospective buyers. I only want what I paid for!

  

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 9, 2022/07/12) */ Mrs. ******* came into the office and spoke with me about this matter. She apologized for sending a complaint in and said it was out of anger. We have been out and evaluated her system and also talked about the realistic expectations for her HVAC system. We installed a new thermostat and have been monitoring it since and it has been doing fine. She even sent me a text and said it was better. Consumer Response /* (2000, 11, 2022/07/11) */ Mr ***** ****** Service Manager, is working with me to resolve my a/c cooling issues. So far I'm pleased with his response. We won't know to what extent cooling has improved until we again have upper 90 degree temps with high humidity. But at least I'm finally able to talk with management and not just a call center representative!