Casteel Heating, Cooling, Plumbing & Electrical

Jason D.

We have purchased both our Hot Water heater and HVAC unit though Casteel. The heater is less than 6 years old. Took a trip and before leaving turned off the Heater. It is not relighting (yes, gas is on). Called for service and they are unable to get anyone out to look at it for 2 days. If they are unable to keep enough people hired to service their clients, makes you wonder what type of working environment they offer.

Tinamarie K.

In August of 2022, I contracted with Casteel for a new air conditioning and heating system. They guaranteed and warranteed it for 10 years. My system is not even a full 6 months old and during the below freezing temperatures this December 2022, I called them because my auxiliary heat would come on for 5 hours straight then shut off and the temperature would blow cool air from the vents and state there is something wrong with the heat pump. When I called them December 23, they stated that they were extremely busy and I would have to wait until Sunday, Christmas Day the 25th and someone would come between 10 am -2 pm. Two o clock came and went and I never received a phone call or text regarding my appointment. I tried calling several times and waiting until 20 minutes until customer service answered my call. The first time they put me through to Dispatch and I waited on the phone for over an hour and still no one answered from Dispatch. I called several time after that and again had to wait for someone in customer service to pick up my call. I told them the problem and they would send emails to dispatch. I told them to put Urgent in subject line just to get a call back. Still no one called me regarding my appointment. Needless to say I was getting very aggravated and frustrated. The last time I called was at 8 pm. I finally got a call back around 9 pm. They told me they would have to reschedule my appointment. I advised them that I waited all day and could have gone and had dessert with my family on Christmas had i received a call that no one was coming. I was not very nice, since I found that getting a call after all my phone calls and my calls only got someone to call me around 9 pm was very disrespectful. I should have been called before 2 pm if they were not going to show. They made an appointment for me on Tuesday the 27th, between 2 pm and 6 pm. A little before 2 pm I get a text saying they have to reschedule my appointment again because of emergency calls. I asked them you don't believe I have an emergency? Then we got into it. I told them it was cold in my house and when the heat shuts off it blows cold air. I also told them if I had to call another company to fix it that I will sue them for the bill and also complain to CPB and Better Business Bureau. I told them to reschedule someone else since I have been waiting since Friday. After fighting with them back and forth, they say they will send out someone today. After reading reviews, I can understand why they only get 1 star and they don't even deserve that. The way I see it they just didn't want to travel an hour and 15 minutes to fix my heating. They did to sell the unit to me and install it, but not to fix it, especially when I wasn't going to pay for it since it was brand new. Please stay away from this Company. Especially if you live far away from business because they do not want to take time out for driving to fix something if they are not getting paid. The customer service people are nice but that is all the good I can say about this company. I have to deal with them for the next 10 years and if I could avoid it I would. Any one who does not take my advise all I can say to you is Good Luck!

Matthew L.

We had a full HVAC system installed on September 19, there were problems from very first day. The thermostat and system were randomly turning off, but the installation team said everything was fine as they left. We have a newborn (born on Nov 1) and planned this system change ahead of time in order to get through any issues. Well, we have had Casteel out to the house about 10 times since then for various problems - the system randomly cuts off, thermostat doesn't work, condensation from furnace doesn't drain because drain was installed incorrectly, vent was installed incorrectly and not up to code, wrong p-trap was installed with system and had to be replaced. The weather has been super cold and when the heat shuts off, the baby's room gets to a dangerous temperature so we have to constantly escalate these issues. Right before Thanksgiving the team finally put everything together and got the system working - however Fri, Dec 23 on the coldest night of the year our system shut off again for hours and we had to AGAIN huddle in our room with the baby and a space heater. We called Casteel's emergency line and the operator said they had no technicians on duty that night. Please tell me the purpose of answering the phones... Now the final issue, which was mentioned specifically in another review, is the Customer Care Representative named Rebecca. We talked to her right before Thanksgiving after a month of issues while we had just had a baby and she promised that she was going to work with Casteel management to make this situation right. Well, when it came time to discuss compensation with her she has completely ghosted us. I have called her direct number (470-632-4919) and the Casteel line dozens of times and she will never call me back. People that answer the phone say they know her but can't find her, she can't answer the phone or that they will leave her an urgent message to call us back. She has not. I spent countless hours on the phone, waiting for technicians that sometimes did not show up, talking to technicians each time they came to the house because we have had 8-10 different people. This all caused me to miss work and office time which has financial impact on me. We deserve compensation from Casteel who happily took our entire invoice payment on the first day and didn't really complete the installation of a fully working system up to code until over a month later. Casteel used to run this advertisement on their website and radio """"BUY A NEW SYSTEM TODAY, INSTALL AS SOON AS TOMORROW OR IT'S FREE!"""". This slogan has magically been removed from the website as of Thanksgiving - I guess we may have helped end that marketing campaign, but it seems it was just a ploy.

Angel E.

I'm the coldest day of the year here in Georgia my HVAC froze and wasn't heating. I called and booked an appointment online through there easy book system on their website between the hours of 2pm to 6pm. It wasn't until 2:22pm that I get a message """"Hello this is Casteel Heating, Air & Plumbing. Due to the number of emergency calls that have come in we do not have the capacity to handle all of the booked calls for today. Please respond via text to advise a day within the next few days for us to get a tech out for your call. Thank you for your patience with us and we do apologize for all inconvenience. Thank you- Casteel."""" The website says same day service guaranteed. I understand that there are emergencies, however, what makes my emergency any less if I booked an appointment and the appointment was confirmed at 7:36am in the morning. Then I'm order to speak to someone, I call the office and no one answers the phone. This is completely unacceptable...I have small children and with this severe temperature in Georgia I cannot be without heat. I will never ever ever call Casteel nor recommend Casteel to anyone and I know lots of people as I am a teacher in the public school system...

Andy Z.

I had a problem with a heating unit (furnace) that was having a lighting problem. Long wait for the technician and I am overall very dissatisfied with the service and recommendation. The technician stated that the combustion chamber baffles were cracked and recommended replacement of the furnace at a cost of $4000+. The service call was supposed to cost $89 however he charged me over $100. He did not use a combustion analyzer or check gas line pressure. When I had the furnace pulled and inspected, there were no cracks in the combustion chamber. Overall I feel that this was a sales pitch for a new furnace vs a proper diagnosis of the unit.

Dawn B.

BUYER BEWARE!!! I called Casteel about their $79 HVAC tune-up, which said on the coupon no breakdown costs, whatever that means. They came out 45 minutes after I called, which made me suspicious. Usually you have to wait couple of days for a repair. All the tech did was clean my permanent filters from my air purifier, which I faithfully clean every month. He didn't even tested the temperature of the air, the condition of the fan, dust/clean, and other items that should be inspected annually. Then the tech put a cameral in my heater and told me my 14 year old furnace, which I purchased from them, needed to be replaced because the heating elements were """"rusted,"""" and the parts were as expensive as a new heater. He also claimed dust that accumulating near the large output was keeping air from flowing, damaging the heating elements and causing carbon monoxide to leak . The tech did absolutely nothing except clean the filters, tell me 6 ppm was very high (it's not), and try to sell me a new furnace. He even set up an appointment for sales to meet with me FOUR hours later! Casteel only goal is to manipulate people with fear to buy new furnaces by flooding them with false information so they will buy without thinking. Everything on the same day! Proof of why I do not trust anyone who's logo includes a """"Jesus fish.""""

Joel T.

I have used Casteel's services more than five years. They missed the mark on this one. I booked an appointment in advance for HVAC six month preventive maintenance (PM). After booking the appointment with the agent, I received a second appointment notice for plumbing repair the next day in addition to the HVAC appointment several weeks away. I spent the next hour working my way through the phone menu and speaking with the dispatcher to cancel the plumbing appointment. Fast forward to the HVAC appointment. I confirmed the appointment via text message the day before. Two hours before the scheduled appointment, I received a phone call from a customer service agent stating a software glitch caused them to over-schedule appointments with no one to service them. There was no sincere apology for such very short notice, and no offer to discount the re-scheduled appointment. PM has jumped from $59 to $79 plus a $15 fuel surcharge ($94) in just two years. I work in the software business. This was no glitch. Somebody messed up a software change, database, or failed to update the scheduling workload for services. """"Glitch"""" is a substitute term for poor management.

Walter S.

I booked an appointment with Casteel to replace our Kitchen sink and faucet. I was told that they had sinks and faucets on their truck that we could look at and decide which one we wanted. The plumber called to say he was on the way and told me that they do NOT have sinks or faucets on their trucks. I called their office to complain and was 1st transferred to their dispatch group who only repeated that they do not carry sinks or faucets and they could not transfer me back to the customer service line. I called customer service again and asked to talk to a manager and was told they could not transfer me to a manager, but someone would call me back within 24 hours. We have used Casteel HVAC and plumbing services numerous times in the past and their technicians are excellent, but it appears that we can no longer trust their customer service staff!

Jocelyn D.

I would not recommend using this company to anyone!! At this moment, I do not have heat nor AC in my home. My unit is 16 years old, however, it was working in good condition until I had a heating tune up done. During the time of inspection, my unit was working fine. Now, my fan is not running. It is one of the coldest days of the year so far. I talked to a Customer Relations specialist and he was very rude and unprofessional. Instead of him attempting to resolve the issue and make the """"customer"""" happy, he made me feel as if I was at fault in causing my own unit to fail!! I am very unsatisfied with Casteel and will never use them again!! Word of advice.....Learn how to treat your potential customers with respect!!

Dee S.

As retirees, we are unable to change out the filters so we purchased a service contract with Casteel last October. In spring we called them to check out AC unit. The service man tried to sell us a new unit sighting all kinda of issues with our 6 year old unit. The cost options were as ranged from $4,000 to $12,000. Experience told us to get a second opinion. Using my neighbors recommendation and called another company, I I only spent $2000. I was still under contract with Casteel and called to have a filter change. The rep told me my contract expired and Is need to pay another fee. Why didn't you call to remind me that I needed a check up? Her answer was we usually do but our volumes are so high. Hoping other people read this and they aren't so busy in the future.