Casteel Heating, Cooling, Plumbing & Electrical

Robert B.

Technician was late but they didn't charge for the call. I had thought my furnace needed a limit switch and asked to check that along with their inspection. Their rep noticed that our furnace was older and mentioned before looking at it that it probably needed replacing. During his inspection he would not answer simple questions like is that the limit switch - silence. He finally he told us the limit switch was working properly and asked me to look at the heat exchanger through the limit switch hole where he observed a Crack and rust. I didn't see it. He then stated that the furnace needed replacement and we should not run it He tagged the furnace as unsafe and included a picture of the Crack and rust which did not match what I observed. We got a second opinion the next day and it was diagnosed as a bad limit switch. They did not notice any cracks or rust. They ordered the part and we purchased a maintenance plan. Casteel was very deceptive, lied about the condition of the furnace to try to sell us a new one. I have the proof in their report. I would not deal with this company at all. They may have good ratings but their rep Tommy is very poor and committed fraud to push us to buy a new furnace.

Sherry A.

Called in to talk to a Customer Relations Manager as per Charlie's request. Of course, they couldn't connect me to her but she would call me back asap. So far nothing. At this point, if they want to make it right, they should contact us. WHAT A JOKE!! 24 hours later and still haven't heard from their Customer Relations Manager. So much for wanting to make things right. This company is the absolute worst. PLEASE DO NOT EVEN THINK ABOUT USING THEM!!

Jay W.

We have been long-time customers of Casteel. About 18 months ago they replaced our HVAC unit. We got a well known brand and went up a size to ensure the best performance. Since then we have had to several service calls due to unit failures. We have had three techs very recently because our unit was not keeping our home warm and when we checked we noticed that the heater was using """"auxiliary heat."""" We had that happen with our old unit and our monthly bill tripled so we knew we had a real problem. After the first two service visits the problem seemed to resolve only to recur within hours. Finally, four days ago when we had extreme cold for our region of the country, the heater failed again. I tried to get a phone appointment but gave up after waiting 35 minutes on hold. I was able to get an appointment the next day on line. Later we got a confirmation on-line. The next morning we got a text that they were not coming because they had too many emergency calls. We called and finally got an appointment for the following morning. The next day, after spending three days in a house with temperatures reaching 59 degrees, they canceled again! However, when I called they said it was a mistake and that a tech would be out between 8AM and Noon. The tech arrived an hour late. After checking out the unit he said he couldn't find the problem but would report it and speak with the manufacturers rep. He said it may take the rep several days to come out and look at our unit. It is now four days after the problem started and we still have only partial heat and no word when help may be coming. We are wearing sweatsuits and jackets to keep warm. A call this morning requesting to speak with the manager got me nothing. The operator said they knew about our problem and would get back to us tomorrow or the next day. She refused to connect me to any supervisor or manager, saying it was against company policy. So we wait, in the cold, for someone from Casteel to get around to, at least, calling us. We have been pleased with the company before this but are very concerned about company policies that keep customers from even speaking with a supervisor or manager and allow customer to wait days under such circumstances, not knowing who or when help is coming.

Lanette E.

I am very pleased with the tech Marvin DeLeon. He came to our home and stayed until the problem was fixed. He was polite, Professional, knowledgeable. I'm so extatic that our heater is working. Thank you

Dale F.

No issue with the plumbing technician, he seemed to be a straight shooter. The phone rep provided a dispatch/trip charge quote of $89 plus a $25 gas charge. He implied the $89 would be applied to the repair cost, not in addition to. The $25 gas charge is a separate charge. I thought the $25 gas charge was unreasonable based on what gas prices currently are, but decided to go through with the dispatch anyway. The phone rep qualified my plumbing work to be a fixture in a fiberglass shower insert. Shaun arrived on-time and looked into my issue. He states the fiberglass shower will need to be cut (ok with me), but he does not do this. After our discussion, I decided not to have the plumbing work done and am out the $114. Note that I would be out this $114 either way as it was not going to be applied to the repair work anyway.

Wyle C.

THE WORST EVER. PERIOD Can I please make zero stars or negative Came out on 8/13 to replace circuit breaker on my working system. Now system blows 90+ degree air. Casteel has no clue what their doing. Typically when you work on a system you test that the work you did worked Not Casteel techs they do work and leave. Customers are left with not working systems. I've spent hours on phone trying to get a tech out today yo fix my system that Casteel broke. Every rep transfers me to dispatch which doesn't answer phones for me or Casteel reps and their voicemail is full so can't leave a message Tried asking for a manager but managers weren't in on Saturday. That make perfect sense. Managers take off on week ends and people have nobody to talk to. No managers. No dispatch. Nothing Fucked up effn service

Bill E.

My first experience two years ago was excellent, so I used them again. What an awful experience. The technician was rude, quoted me three different prices in the course of 5 minutes. Never checked the unit and never provided any other service to the outdoor unit except to add a pound of freon (included in the price). Was threatening, told me he was used to my type of customer who wanted everything for free. My neighbor overheard the technician yelling and said I should have called the police. Called the company to complain but never heard from a supervisor. He said """"I've been with the company two years and don't need to inspect the unit, I can tell it's going to be over $1000.00 by just looking at it"""". The first 15 minutes he was here he stayed on his phone and would not assist me. Upon arrival he parked in front of my neighbor's driveway. He stuck around in his truck for another 35 minutes in front of our home. I expect them to come back out and finish the job.

Chris W.

I don't like writing negative reviews, but it's justified. I made an appointment for a water heater issue (no hot water) for June 17 from 8 AM - 12 PM for Plumber. Casteel did not arrive until after 3 PM (I even had to call customer service to find out the status of my appointment around 1:30 PM). The technician who arrived was incorrectly dispatched (he was an HVAC technician, not a plumber). He was nice and professional and did all he could. He assessed the problem, told me he would coordinate with dispatch to order the part needed, and Casteel would have a plumber come out in a few days. Oh - and I was charged $139 (even though my email confirmation said it'd be an $89 diagnostic fee). Despite not getting it fixed, I was happy because they were going to take care of the problem in a few days. So no complaints about the worker, he was as professional as he could be but it shows how unorganized dispatch is. I called Casteel two weeks later (around July 5) to get an update (2.5 weeks since appointment) and got the voicemail of dispatch. No call back. I called back on July 11. I talked to a nice and sincere representative on customer service, and she told me she was going to email dispatch and copy their Manager, so that would be sure to get a response. Now it's July 16, still no call back. I've been without hot water for 5 weeks now. Maybe it's my fault for trusting that Casteel would live up to the reputation I see online. If Casteel was too busy to do the repair, a simple """"thanks, but no thanks"""" would have sufficed, so I could get another company out here.

Dana P.

We recently had to replace our upstairs AC. We had a good experience with Casteel previously so opted to purchase from them again. They installed the unit the day before we left for vacation. Great. Except we come back from vacation and the whole master bedroom side of our upstairs is hot as heck. Very little air. But the kids' bedrooms are trying to pump out so much air, it's rattling - and the kids are freezing. There is easily a 20 degree difference between the two sides of the house. The warranty guy for Casteel comes out. Turns out the installation guys screwed up. They took the vent in the master bathroom and made it a return. So they effectively cut the airflow on the master side of the house in half. What sense does that make?? Warranty guy says he can't do anything about it, and his manager will have to look at it. What the heck? It's an obvious issue, and yet - they won't fix it. It's now been two weeks since the warranty guy came out, and we have called and emailed - and no one from Casteel will respond to us. We are extremely disappointed. This is supposed to be a high end company that prides themselves on customer satisfaction. But turns out when they make a mistake, they ghost you. The last time we bought from them was a great experience. But something has clearly changed. I no longer trust Casteel, nor will we recommend them again.

Ben T.

We have been Casteel customers since 2001 and have spent tens of thousands of dollars with them. Today, our AC unit is out and there is an infant in the house. Apparently, this does not constitute an emergency in their books and the best they could do was an appointment in one week. Kiss my butt and my money goodbye. Bardi has us taken care of.