Complaints

This profile includes complaints for Casa Mechanical Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Casa Mechanical Services

  2401 E Old Settlers Blvd Round Rock, TX 78665-9400

  
• 

  Casa Mechanical Services

  7770 FM 482 New Braunfels, TX 78132

  

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:04/21/2025

  Type:Service or Repair 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.

  Casa Mechanical put plumbing in my entire new home. A few months after I moved in the mail pipe to the house started to leak. Casa Mechanical refused to cover the repairs under warranty stating that it was not the main pipe that was leaking but the area where the gardener had connected the sprinkler system. clearly the main pie was leaking photos available. Over a month ago, all the faucets outside were leaking. I had never used them previously. My gardener recently attached some timers and all faucets are leaking. It is either a bad valve or a bad faucet. they refused to repair under warranty. Now a toilet tank rarely used upstairs is running constantly. Their work is shotty and they are not standing by the warranty. They have put substandard materials.

  

  Business Response

  Date: 04/23/2025

  Thank you for bringing this to my attention.  Your house has a close date of March 2024.  Casa provides a one year warranty on materials that we provide.  Your builder provided all of the fixtures in the home, including the hose bibs and any warranty would need to go through them.  In addition to your warranty, there is a 2 year warranty on piping in the attic, walls, slab and yard.  If the sprinkler company ties into the yard line, that is not a Casa warranty.  Please provide any pictures that you have.  We are willing to send our **************** Manager - *** ******* to your home, at no charge, to inspect and address all of your concerns.  Please contact him at ************ to schedule.  Casa Mechanical stands behind all of the work that we provide.  

  Best Regards,

  *** *******

  Customer Answer

  Date: 04/23/2025

  Complaint: 23230208
  
  I am rejecting this response because:

  casa mechanical has put in substandard bibs and toilet valves which have already given way less than 1 yr after I moved in. Upon discussion with my builder he never supplied any of those things contrary to what casa mechanical is claiming. They have not taken responsibility for the main pipe leak under warranty nor provided any pic to support the claim that the leak was caused by the sprinkler insertion. My pics clearly show the leak was in a separate area of the main pipe away from where they installed the sprinklers. Pics attached . Casa mechanical needs to refund me what I paid for the main pipe leak and replace the faulty bibs and toilet valves 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/24/2025

  I am sorry that we cannot come to an agreement.  Attached is a copy of the bid provided to your builder.  The highlighted section shows that the fixtures were not provided by Casa Mechanical. As stated before, we are more than willing to send our **************** manager to your house to go over the yard line concerns.  If he finds something that our service tech did not properly address, we will correct the issue at not cost to the homeowner.  Casa does not have any pictures and we do not see that any pictures were attached to your latest response. If you would like, you may send the pictures to *****************************************************************.   Furthermore, Casa does not do substandard work and we will not reimburse you for any work provided by other contractors.  All work that was performed at your home at the time of construction was inspected by the builder and/or the city or 3rd party inspector.

  Thank you, 

  *** *******

  General ***************** Dept.

  Customer Answer

  Date: 04/24/2025

  Complaint: 23230208
  
  I am rejecting this response because:

  the problem is not resolved and casa mechanical has refused to resolve it. I will send pics to you by email. 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/24/2025

  Thank you for the pictures.  The pictures are not completely clear as to the cause of the leak.  Was the sprinkler system put in after you moved into the home?  As previously mentioned, we would like to send our service manager out to your home to inspect the issues, at no charge to you.  In regard to the toilet tank, I unfortunately do not know.  The fixtures that were provided by the builder were on site when we  did the set out on your house.  This would a question that you would need to ask him.  It is unclear who provided the hose bibs, but Casa will accept the responsibility of making the repairs and ensuring they are working correctly. Please reach out to *** ******* ***************** Manager) at ************ to set up a time for him to meet with you to address these issues. We hope to come to a resolution on some of your issues.

  Thank you,

  *** *******

  Customer Answer

  Date: 04/24/2025

  Complaint: 23230208
  
  I am rejecting this response because:

  your plumber had come out to look at the main pipe leak and stated they would not repair it under warranty . I spoke to your office and they said the same thing. Your plumber took a pic of the leak . Since it was the main pipe that was leaking I had to get it repaired by someone else. Since then I have spoken with your office regarding this and the other issues and they have refused to do any repairs .

  i will call the person noted above for the bibs and show him the toilet tank. However since you refused to repair the main pipe and have nothing to prove it was not your fault you should refund me for the repair 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/25/2025

  As previously stated, we stand behind our offer to address the hose bib issues and inspect the yard line.  Once again, the fixtures (which include the toilet tank) were provided by your builder and installed by Casa.  Any warranty on those fixtures will need to be go through your builder.  We are still inquiring as to when the sprinkler system was installed.  We look forward to your call to schedule with *** *******.

  Thank you,

  *** *******

  Customer Answer

  Date: 04/25/2025

  Complaint: 23230208
  
  I am rejecting this response because:

  sprinklers Installed of course after the hoMe Build was completed 

  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/25/2025

  I am aware that you have made an appointment with *** ******* for Monday to come out and inspect the issues.  Unfortunately, I do not have any more to offer you, at this time.

  Thank you,

  *** *******

  Customer Answer

  Date: 04/28/2025

  Complaint: 23230208
  
  I am rejecting this response because:

  my issues are partially resolved. 
  1. they did come out and change out the bibs

  2. they are unable to resolve the main pipe leak issue

  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/28/2025

  Unfortunately, we cannot accept responsibility for the main water line issue.

  Thank you,

  *** *******

  General Manager - Service

  Customer Answer

  Date: 04/28/2025

  Complaint: 23230208
  
  I am rejecting this response because:
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair 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.

  HVAC isnt working. I have a handicapped person at home and they have no emergency visits for the same day.

  

  Business Response

  Date: 08/19/2024

  Our records show that we send a technician to your home on Sunday 8/18/24 and addressed the issue.  System was cooling upon departure.  If you have any other concerns, please contact the ********** Manager - *********************** @ ************.  Thank you.

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  1. Casa Mechanical installed the **** and tankless water heater during MI Construction of the subject home during the latter part of 2021. 2. I closed on home February 4, 2022. The tankless water heater system was replaced the 3rd week of February 2022. 3. 2 years ago, 16 July 2022, MI Construction and Casa Mechanical were contacted because my **** unit was not operational. 3 days for Casa to troubleshoot the ****, determine the malfunction, and order the blower part. When arrived, **** returned to install, it was the wrong part. Another part was delivered directly to the house mech returned again to replace the motor. **** was called Tuesday morning, 7/16, mech arrived to troubleshoot. Again found the blower motor out again. Part ordered. Mech arrived today, 7/19, to replace the blower motor, again 2 years later, it's the wrong part. 4. I researched Carrier ****s, parts and warranties, MI Construction warranties, Casa Mechanical warranties. All the information I read on Carrier leads me to believe Carrier parts usually operate for 10 years, specifically blower motors when the filters are changed regularly (Been changed every 6 months). The Carrier **** unit malfunctioned in the first 6 months of me occupying this home. I just learned there are parts/product warranties and separate labor warranties. I learned today that the Casa Carrier unit replacement parts are ******! I am the sole owner and resident of this home. I am a retiree on a fixed income. The temperature in this home for these 5 days is ***** degrees, 67% humidity. I truly believed that this newly constructed home, with no previous owners, would be safe, sound, and secure with usual and scheduled maintenance. I am grateful to have a roof over my head, yet cannot have a quality of life that I paid for 30 months ago. Please provide me with the parts and warranty information of the unit replacements I need to have to document my home ownership and responsibilities.

  

  Business Response

  Date: 07/23/2024

  Good morning, ****.  I would like to start off by apologizing for the confusion, on behalf of the parts manager, when ordering the blower motor. I want to assure you that the problem has been address.  Any future concerns can be directed to *********************** at  ************************************* or myself, *********************, at ***********************************.  To recap the warranty on your house....the parts warranty will end on 3/1/2027.  You do have a 1 year labor warranty on the new blower motor that we installed.  You may also contact me at ************ if you have any other questions or concerns.  Thank you, ********************* / ***************** *******

  Customer Answer

  Date: 07/23/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair 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.

  My hvac unit was installed in 2018 by casa mechanical, around 2020 the ac started building condensation and leaking through my ceiling, its happened about 4 times and the most recent time was July 12, 2024. Each time casa mechanical has come they tell me to open vents to prevent leaking, except all vents are open and water leaked through my ceiling. I contacted them and scheduled service for july 17, 2024, no one came no one called to reschedule, left a message with the manager twice and no response, I scheduled service for July 18 and no one came, no one called me. So the ac that they installed is destroying my 2nd floor ceiling and they havent helped, even though theyve come out while I was under warranty and never resolved the issue.

  

  Business Response

  Date: 07/19/2024

  I understand your frustration with the situation and I have been told that we did have a technician come out and address the issues, last night.  I believe that both *************************** (AC Service Manager) and ****** (Scheduling) have reached out to you today to schedule a follow-up visit to ensure that all is functioning properly.  Please contact either ***** at ************ or ****** at ************ to schedule the follow- up visit.  

  Regards,

  ********************* / General Manager - Service

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair 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.

  I purchased my new build home and moved in on 31 December 2017. I ran my air conditioner for the first time in March 2018 and it was not keeping the house cool per the desired thermostat settings. I called Casa, who had originally installed the air conditioner unit in my upstairs attic, to look at it. The Casa repairman stated that the Casa employee that originally installed the unit in my attic did it improperly and he had to perform a workaround and reinstalled some wiring. I told him that I felt more comfortable in replacing the whole ac unit and enforcing the warranty, however, the repairman stated that it should work now. Then the following Summer, the ** unit was having more problems keeping the house cooler again at the desired settings. I had another Casa repairman come to my home to look at the ** unit and he stated that all ** units are like that because they are unable to keep up with the heat during the Texas Summer. I informed him that I was more comfortable in replacing the unit since it was being set at 70 degrees, but the home temperature was remaining between ***** degrees, but I accepted the Casa repairman's statement that ** units are unable to keep up with the Texas Summer heat. Then in May 2024 I was having the same issues again, but it was getting worse with the thermostat now going into the 80s. I called a Radiant repairman, and he stated that the ** unit was completely saturated with condensation because the Damper unit would not open to airflow since the unit controls malfunctioned due to the improper wiring from the initial installation and the March 2018 workaround. Radiant initially recommended a full replacement of the unit due to the condensation but was able to clean that up and do the repair with a new damper for $2,117.12. I left to messages with the Casa manager ***** to discuss on 5/24 and on 5/31, but he did not respond, even though the person who transferred me to his desk stated that he was in his office. I

  

  Business Response

  Date: 06/04/2024

  After reviewing our files, we show that this unit was originally start up on 7/20/2017 and we show you closed on the properly in December of 2017.  The 1st service request was on 3-18-18.  At that time, we found a bad low voltage wire.  See attached service ticket for details. The wiring was corrected and the unit was cooling properly.  We were contacted for a 2nd service on 7/27/18.  The customer complained of the unit not cooling properly when the outdoor temp was 112 degrees. The tech checked the system operation and found to be operating properly at that time. He also explained how the unit operates.  A copy of that service ticket is attached, as well.  Since that that date, we received no other calls from the homeowner. The repairs/service that was performed in 2018 has no bearing on the current issues with this unit.  Thank you, *********************.

• Initial Complaint

  Date:05/13/2024

  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.

  Casa mechanical installed the air conditioning system in my home in 2019 and now it won't blow cold air. I called them out and they billed me $129 and say they want **************************************************************** the first place. All of the neighbors I spoke to said they had issues with their air conditioning system, which was installed by Casa mechanical also.

  

  Business Response

  Date: 05/14/2024

  We are sorry that you are having issues with your HVAC system.  We show you move in June 2019 and that we have had (2) previous service calls to your home.  One for an air balance on 7/24/19, that was in relation to the duct work.  Then one on 7/15/2020 for an air balance issue.  Both of these calls were during the warranty period.  Unfortunately, you do need a TXV and a capacitor.  The parts are still under the manufacturer's warranty.  But the labor and miscellaneous materials are not covered by warranty.  The manufacturer of your equipment is Day & Night and is covered by a 5 year warranty, from your closing date.  The failure of these parts are not due to improper installation by Casa Mechanical.  You would need to direct your concerns to the manufacturer Day & Night, who is a subsidiary of Carrier.  We are more than happy to help you move forward with the repair.  However, the cost for the repair will be $1250.  

  Thank you,  ********************* *************)

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair 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.

  It's clear that the sewer pipe was not installed correctly, and despite evidence from a third-party plumber confirming this, Casa has yet to acknowledge it as a build defect. This lack of acknowledgment is concerning, especially considering the ongoing nature of the issue and the potential consequences. I urge Casa to recognize and address this matter promptly to ensure a satisfactory resolution.////I'd like to express some concerns about the plumbing situation at my residence. Despite previous attempts to address the issue, it has resurfaced, and I'm disappointed with the lack of progress. Casa's selected ******* visited recently but indicated the need for better equipment to assess the problem fully, yet there has been no follow-up since. Another plumber has since inspected and documented the issue, which I've shared with ****. Given the ongoing nature of this problem since I purchased the property, and considering it arose during the warranty period, I'm eager for a swift resolution. I'm open to discussing how we can resolve this matter promptly. Please advise on the next steps to expedite a solution.

  

  Business Response

  Date: 04/17/2024

  We appreciate you reaching out to us.  We have been in contact with your builder, Lennar Homes.  We would be more than happy to discuss the findings from our visit to your home. Please contact me at ************.

  Best regards, 

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

  Customer Answer

  Date: 04/17/2024

  Case Number: 21579503

  
  

  I am rejecting this response for the following reasons:

  - The provided phone number is not being answered.

  - I am not interested in further discussions. I want to be reimbursed for my third-party plumbing expenses, have my plumbing pipe issue fixed, and have my inner wall cavity treated & tested for mold. Additionally, I want the hole in my ceiling and the damaged wall repaired.

  - This issue has been present since I purchased the house, and I have documentation to prove that it is a building defect. I trust that **** will rectify this situation promptly, considering that the issue was not resolved during the initial visit when it was first reported.

  
  

  Thank you for your attention to this matter.

  
  

  Sincerely,

  
  

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

  

  Business Response

  Date: 04/23/2024

  - I apologize for not answering your call.  I did not receive a voice message. Unfortunately, I am not at my desk all day.  Again, my apologies.

  - After viewing the video inspection of your waste delivery system on 4/18/24, we found there to be no defects in the pipe or pipe joints that we feel would have caused the backup of the upstairs commode.  In our opinion, a soft stoppage, caused by the homeowner would have been the only cause for the backup of the commode.

  -Casa Mechanical does not accept responsibility for what has occured at home. We suggest that you contact your homeowner's insurance.

  Thank you,

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

  Customer Answer

  Date: 04/25/2024

  Hey,

   

  I'm rejecting this response because this issue has happened twice already with the same problems.

   

  How can you say it's my fault when the first issue happened on May 12th, 2022, just two or three weeks after I moved in?

   

  If you won't honor the warranty or the repairs, please send me all the videos and documentation you used to come to your decision.

   

  Regards,

  *****

  

  Business Response

  Date: 04/29/2024

  I sent you the video this morning.  After reviewing the video it was determined that there were no breaks or defects in the line. We have attached copies of all of the service tickets for the work performed at your home.  As you can see, we could never duplicate the issue you were having.  Therefore no repairs were made on the sewer system, as there were no issues present during any of our inspections.  Unfortunately, we still stand behind our decision to not accept responsibility for any damages caused by the previous sewer backup.  We recommend contacting your insurance company.  Thank you, *********************

  Customer Answer

  Date: 04/29/2024

  Complaint: 21579503
  
  I am rejecting this response because:

   

  I did not receive any email from you . 

  Did you send it to *****************?
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 05/07/2024

  Pictures and video were resent today to the email you indicated, by *********************. If you have not received them, please let us know so that we can send them through a different format.

  Thank you,

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

  Customer Answer

  Date: 05/09/2024

  Complaint: 21579503
  
  I am rejecting this response because:

  I moved into my new Lennar home on April 21, 2022 (***********************************************************************************). On May 11, 2022, I discovered water leaking from my kitchen AC vent after taking a shower (***********************************************************************************). I contacted ******, and they sent Casa Mechanical to investigate. Casa Mechanical was unable to reproduce the issue and attributed it to AC condensation.
  On April 2, 2024, the same issue occurred (***********************************************************************************). I hired Blue Ribbon, a third-party contractor, who opened the ceiling (***********************************************************************************) and confirmed the leak was coming from the master toilet. They ran a camera through the toilet line (***********************************************************************************) and found a knock-off plug (***********************************************************************************) obstructing the water flow. After removing the plug, the water flow resumed normally.
  I contacted ****** and Casa Mechanical about the issue, but they refused to reimburse me for the plumbing fees and ceiling repair costs. I hired a second plumber who confirmed that the pipes were not properly pitched and that the knock-off plug was likely the cause of the leak. The second incident caused further damage (***********************************************************************************).
  I believe that Casa Mechanical is liable for the damages because they failed to properly diagnose and fix the issue on May 12, 2022. If they had run a camera through the toilet line, they would have found the knock-off plug and resolved the issue.
  I am requesting full reimbursement for my expenses, or I will pursue legal action to recover my losses.

  
  Regards,
  
  *****************************

  

  Business Response

  Date: 05/16/2024

  I understand your concerns and frustrations.  However, we have addressed this in previous emails.  After reviewing your past responses, it appears that your story has changed from a ridge in a pipe to the knock out plug, as being the cause.  We have seen not the knockout plug in any of the videos.  We have also asked that you provide us with the knockout plug, from your 3rd party plumbing company.  We have not received the knockout plug, as of this date.  Once again, we do not feel that Casa Mechanical is not responsible for any of the damages, at your home.  We recommend that you contact your insurance company.  Best Regards, *********************

  Customer Answer

  Date: 05/22/2024

  Complaint: 21579503

   

  I regret to inform you that I will not be able to accept this response.

   

  I have already filed a motion in small claims court regarding this issue, and I do not wish to engage in further unproductive discussions.

   

  Thank you for your understanding.

   

  Best regards,

   

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

• Initial Complaint

  Date:12/18/2023

  Type:Customer Service 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.

  Brand new heating and air unit installed June 2022 and the unit just went out for the fouth time. Last time we were left without heat and air for over a week and we only recieved a replacement part because our builder stepped in and found one for us. This is a faulty unit. This company is awful wount return calls. Manger never returns voice-mails. Looms on yelp countless bad reviews.

  

  Business Response

  Date: 12/19/2023

  We understand your frustration and apologize for any inconvenience.  Unfortunately, we are at the mercy of the manufacturer when it comes to receiving parts.  To the best of my knowledge, the motor was replaced yesterday and the unit is up and running. In regard to not receiving a return phone call, that issue has been addressed by management.  For future assistance, you can contact me (********************* - Service General Manager) at ************ or *************************** (AC Service Manager-***********) at ************.  Kindest Regards, *********************

  Customer Answer

  Date: 12/19/2023

  Complaint: 21024404
  
  I am rejecting this response because:

  While yes the motor was replaced yesterday that does not fix the bigger problem. This unit must be faulty or something is wrong. The unit is 1.5 years old and has went out FOUR times. This part was "ordered" 2-3 months ago! If my manufacturer had not found us a temp replacement part Casa would have left us with without heat for months! This is unexceptable. This unit needs to be replaced. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 12/19/2023

  The replacement of the unit would be at the Manufacturer's discretion.  They initially provide you with a 5 year parts warranty that would cover you for instances like this.  What I am willing to do is extend your labor warranty for an additional year, which would carry you through June of 2025.  You may contact Carrier directly, regarding a system replacement at **************.  Thank you. *********************

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair 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.

  Since purchasing our *************** home in May 2019 our AC unit has broken 1-2 times every summer. The unit is only under warranty for 2 years therefore when we call to have someone come out through the emergency line they are unable to come out promptly and have us put on the calendar for more than a week out. Last year we were able to get someone else out sooner prompting us to cancel with ****. This year we are looking elsewhere after being told it would be more than a weeks wait again. They also charge $109 for the first 30 minutes of service and an additional $22/15 min after that. This is not including parts or repair time. My issue is that this is a 4 year old unit that has continuously broke every year sometimes more than once and they have no issue with making you wait to come fix their equipment that clearly fails to keep up with the demands of *****.

  

  Business Response

  Date: 03/27/2023

  We apologize for the lack of communication for your after hours service request. Our records indicate that you had a 2 year labor warranty and a 5 year manufacturer parts warranty, on your home.  The initial system start up was completed on 5/3/19.  Since that time, we show there have only been (3) service calls to your home. On 6/17/19 we replaced the upstairs zone damper. On 9/9/19, we returned and replaced both the upstairs and downstairs dampers. Finally, on 7/23/20, we performed an air balance and found a dirty filter. The only equipment failure was with a Honeywell product. All equipment was specified by your builder. I feel that the system installed is of top quality. If there are any further problem, please contact me personally @ ************.  Respectfully, *********************

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair 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.

  Description of Complaint:We had 2 Navien NPE 210A2 tankless water heaters installed on or about 12/16/2022 by Casa Mechanical Services. Both units were installed on the exterior of our newly constructed house. It took Casa Mechanical 5 service calls to get the tankless water heater of this complaint to work as it should. The unit worked for about 3 weeks after the 5th service call and stopped working on 2/13/2023. Casa Mechanical Services came out to assess. Error code E-046 (heat exchanger thermistor) was on the front panel display. The plumber's work description was "... control ************* got wet & corroded...something had to of froze & busted heat exchanger. Need to replace water heater..." We contacted Casa Mechanical Services operations manager who said they would not warrant replacement of the water heater due to freeze. The unit worked fine for almost 2 weeks after the last freeze. How does Casa Mechanical know the unit froze without diagnosing the unit's damage? Could the failure have been due to damaged circuitry or a leaky connection? Casa Mechanical Services is the builder's subcontractor hired to install the Navien tankless water heaters. Casa Mechanical Services never mentioned to us that tankless water heaters installed outdoors would be at risk to freezing temperatures nor did they mention/recommend a cover/housing be installed around them. We had asked the builder if exterior installation of the water heater would be a problem with freezing. The builder told us that the Navien water heaters are commonly mounted outdoors in this area. The Navien Installation Manual states "Outdoor installation should only be considered in mild climates...freezing temperatures...can damage the water heater...Outdoor installation areas should be in an open, unroofed area..." We had 2 freezes this year in our area. The latest was on 2/1/2023. Low temperatures during this freeze was in the high 20's. The Navien unit continued to work fine until 2/13/2023, almost 2 weeks after the freeze. We have discussed the issue with Casa Mechanical, the builder and Navien. All 3 of them would not warrant the replacement of the unit. I have also spoken with ************* and **************************** many times. There is a significant report filed with ****** on this matter. I have the failed unit in my garage and asked Casa Mechanical and Navien if they would want to have the unit shipped to them to assess why the unit failed. Both Casa Mechanical and ****** expressed no interest in getting the unit and diagnosing why the unit failed. Therefore, we replaced and paid for a new Navien tankless water heater which cost thousands of dollars. Through our many calls and discussions with Casa Mechanical, they claim no accountability or responsibility in the matter. Furthermore, we have asked Casa Mechanical for additional information and they no longer correspond with us on the matter. I live in central ***** (****** area) and other than ******* and *******************, I don't know of a more milder climate in the lower 48 states. Casa Mechanical should have discussed with us the potential risks of mounting the Navien water heater outdoors and recommended a cover/housing be built around it if installed outdoors. Casa Mechanical should have also given us the option to install the unit in the garage or attic.

  

  Business Response

  Date: 03/13/2023

  To whom it may concern,
  
  Casa would not replace the tankless water heater at this home as a warranty, due to the tankless water heater freezing and causing the heat exchanger to leak.  This is due to the fact that neither ****** nor Casa warranty acts of God.
  
  When the heaters were installed, the recirculation lines were not hooked up. Casa went out and connected all recirculation lines and programmed water heaters to work. Aside from the recirculation lines not being hooked up,the rest of the installation itself was connected and set up to Navien standards.Reasons for the heat exchanger freezing would be due to losing power, whether it be for a long time or short periods of time. The heater holds one gallon of water, which in extreme weather conditions (32 degrees and lower) can freeze and expand heat exchangers. The locations of the water heaters on this home are determined by the builder and are installed per builder plans.
  
  Casa Mechanical would like to pick up the Navien unit that was removed and return it to Navien. At that point, it would be at Naviens discretion whether or not to look further into the unit.
  
  At this time, we would suggest that you contact your home owners insurance company in an attempt to recover your losses.
  
  
  Respectfully,
  *********************
  Tell us why here...

  Customer Answer

  Date: 03/20/2023

  Complaint: 19562358
  
  I am rejecting this response because:

  Most of Casa's response is incorrect.  Therefore I will not accept Casa's response until Casa addresses my complaints correctly.
  

  Firstly, how does Casa know the water heater froze?  How can anyone claim the unit froze without inspecting the parts?  The water heater worked perfectly after the freeze for ~2 weeks.  How does a hot water heater continue to deliver hot water to all faucets during and after the freeze if it froze?

  Secondly, we never lost power during the freeze.  "Extreme" weather conditions is not below 32 degrees, that's Casa's opinion.  We live in the ****** area.  Its milder here than most of *******.

  Thirdly, if there was risk to the unit freezing when installed outside, Casa should have advised the builder and the homeowner to install inside (garage or attic) or have a protective housing built around it.  Neither Casa or ************************** discussed the matter of exterior or interior with us.  On the contrary, ************************** said the unit are installed outside most of the time and have no problem with freezing in this area.

  Fourthly, Casa never spoke with ****** during any of the 5 or 6 service calls including the last one which the plumber said the unit needed to be replaced.

  Regards,
  
  ***************************

  

  Business Response

  Date: 03/22/2023

  1. We inspected the water heater on 2/14/23 and the service tech determined that the heat exchanger was leaking, due to a crack caused by freezing temperatures. Please refer to the attached photos of the the leaking heat exchanger.  The unit would continue to deliver hot water until the water from the cracked heat exchanger reached and damaged the mother board (picture included in the attachments).

  2.  See the attached weather conditions for the month of February for the ********* area. Water freezes at 32 degrees and below. Due the small amount of water held in the tankless water heater, they are more likely to freeze in a shorter period of time a with minimum time without power. In the last 2 years, we have observed temperatures dropping into the single digits and numerous power outages.

  3. Tankless water heaters can freeze in any location if there is a loss of power with temperatures below 32 degrees. 

  4. As mentioned before, we would be more than happy to come pick up the damaged water heater and send it to Navien so that they can perform their own inspection.

  Respectfully, 

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

  Customer Answer

  Date: 03/23/2023

  Complaint: 19562358
  
  I am rejecting this response because:

  
  

  1.  Please explain how the heat exchanger could continue to deliver hot water during the freeze while it was frozen with ice.  You are assuming it was plugged with ice which cracked the heat exchanger.   This makes no sense.  Why did the 2nd unit not freeze since it is outdoors and exposed to same conditions?  I was unable to open any photos of the "leaking heat exchanger"

  2.  Since this area is "freeze prone" as you mentioned in number 2, why did you install the water heater outdoors when you are well aware of the freeze risk?  What happened to doing the "right" thing and insisting LTB install the units inside (garage or attic)?  We know that Casa is LTB's exclusive plumbing contractor.  Why didn't Casa or LTB explain to us the risk of freeze to these units when installed outdoors in this area?  We could have elected to put the units inside with a change order.  Casa is deflecting any accountability into that decision to LTB.

  3.  Based on response from ****** and Casa, I would never trust either to perform an inspection of the unit.  I will continue to keep the unit until there is satisfactory recompense or finality of legal action.

  4.  It will cost us many thousands of dollars (estimate ~$12K) to replumb ONE OF TWO tankless water heaters inside the garage.

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

  

  Business Response

  Date: 04/14/2023

  As noted in our previous response, the unit would continue to deliver hot water until the water from the cracked heat exchanger reached and damaged the mother board.  I have reattached the pictures.  

  The water heater was installed to code and passed all required inspections.  In addition, the water heaters were installed per your architectural plans.

  Respectfully,

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

  Customer Answer

  Date: 04/18/2023

  Complaint: 19562358
  
  I am rejecting this response because it does not make sense.  Casa Mechanical says the unit will continue to deliver hot water while it is frozen.  That's absurd.  I will never recommend Casa Mechanical for any plumbing or other mechanical services.
  Regards,
  
  ***************************