Complaints

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called castle works in august after heavy rainstorm flooded my water heater. The technician came out and confirmed, water heater is flooded. And stated he would write an estimate so I can open a claim with my insurance. To my surprise, the invoice stated that leak is internal even though there is no confirmation and the technician did not state it during the visit. I was then changed 99 for the estimate. Given that the technician wrote something entirely different than what was discussed causing a delay in my claim and refusing over and over to adjust estimate to indicate what was discussed, I would like my money back. The estimate is not the truth of what occurred that day and this is a tactic to get me to pay for diagnostics.

  Business response

  10/03/2023

  In looking into this occurrence. You are correct in saying that this damage was from the storm. Pictures indicate that the venting from the roof was not attached causing the water damage to the water heater.  If you want me to correct the estimate reflecting this, I will be more than happy to re-write this for you.  If you need us to speak to your claims department- we would be more than happy to oblige.

  I am having our accounting department send you your $99.00 for the trip/estimate fee reversed back to you for this.  

  I can always be reached if you want to call me-

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

  855*439*3281 ext 307

   

  Customer response

  10/06/2023

   
  Complaint: 20688508
  
  I am rejecting this response because: My AAA continues to request the estimate to include in writing, that the water heater is damaged due to water flooding it. Without this, the estimate just looks like I am replacing a water heater so insurance claim will be denied.
  
  Sincerely,
  
  Marina Shaker

  Business response

  10/30/2023

  We did quote exactly was was seen on the water heater. We do not make speculations or statements that are not what we diagnose.  The quote was curtailed to as much as we could from what the customer wanted. The quotes were sent back to the customer from our diagnostic findings. We are sorry that we cannot state what the customer wants every time, as to mis-represent our technicians professional findings.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did not receive a detailed invoice. i only got the total amount, not the detail like charges for labor or water heater. When I requested this they said they would do it. When I didn't receive anything I called again. They provided me with just the prize of a permit and the same amount of discount. After I got the permit today (May 8, 2023, I noticed they charged me $350.00 for the permit, when the actual permit was only $149.80. When I called again I was told the company does not provide that information, even if I contacted the manager or headquarters, they would not provide the information. I demand to know what the labor cost and the cost for the water heater charged.

  Business response

  05/15/2023

  On 5/05/2023 - The customer did ask for a line pricing and labor breakdown to be sent.  Since we do not charge for labor, we did send out the package charges for the heater purchased, which of course, will not have any labor charges.  The invoice request was sent out on 5/08/2023.

  On the permit charges- There are actually no charges  to this customer on permits.  There shows a $350.00 in and out, which constitutes for "0".  These were covered by us an show the discounted price.  Maybe this is why  thought to be a permit charge when it is really a "no Charge" . 

  Customer response

  05/16/2023

   
  Complaint: 20037539
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hey *************** line was not working and I had one of the engineers named ************ work on the****** line. Here are the issues1. My white heater manufacturer ***************** ****** got expired on Jul 31st and I am trying to resolve the from Jul 30 your technician got to work on the Water heater on 3rd August, Technician said my warranty got expired and they charged the full amount without going through the warranty, I escalated the issue to ******** ***** corporate office they said if my technician would have called them they would approve the claim even though the warranty expired 3 days ago (it seems they have some buffer due to holidays, appointment and waiting for service delays), It seems either Technician or his manager doesn't want to deal with the warranty instead made me pay for it. ******** ***** said they are still willing to work with you guys and give the parts if so can I get the refund for the Parts a. They didn't give.nd the itemized bill, I got a bill without itemization with the total amount. b. ******** white offered to issue parts but **** refused to take the parts and refund the parts. c. They didn't send the ******** of the parts that went bad.2. There was a gas leakage from the service for the past two days which got fixed today. I am not happy with the service provided a. Technician defended initially that he was not smelling any gas even though I did and he used a tool that triggered the alarm indicating the gas leakage then he tightened certain fixtures inside the gas control unit and used a solution which he claimed as soap water. I am worried about the installation and quality of the installation whether the leak will come back or whether it is a faulty unit whether he used some short-term tricks to solve it temporarily. It is a matter of Gas leakage so please take the safety of my family with the highest b. They said they will send another technicican to verify but they never did, They just *****

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/08/15) */ We are confirming receipt and in process of investigation and discovery. Thank you **** ****** ***************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business charged me a *** diagnostic fee for coming to my house to repair my tankless water heater. I am asked on the phone and through email for them to refund this, but they refuse. When they came to my house, they said they would not repair my water heater because it is over 10 years old. So, they provided me with a ***** estimate to replace it. They did not ask me on the phone, when I made the appointment, how old my water heater was. I could have told them it was over 10 years old and then I would not have made a repair appointment. How can they make an appointment with me to repair something when their policy is not repair that item? They did not inform me of this, but they say because they came to my house, I agreed to *** fee. I only agreed to the fee for a repair diagnosis and for them to then conduct a repair. They refused to do this. I even asked on the phone when making the appointment about the possibility that they would be able to do the repair that day and if they would likely have a part for a Noritz water heater. I was told that they deal exclusively with Noritz, so they would likely have any parts on hand either in the truck or at their office to repair our water heater that day.

  Business response

  06/02/2022

  Business Response /* (1000, 9, 2022/05/27) */ We have investigated this matter and while we don't believe we made any errors nonetheless we have contacted customer and reimbursed them for the $ 99.00 Consumer Response /* (2000, 11, 2022/05/26) */ The company has given me a refund.

*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. ↩