Casteel Heating, Cooling, Plumbing & Electrical

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.

Sierra R.

9/23/2022 Our water heater broke and flooded our crawl space and needed to be replaced asap as we had no hot water. Our technician, Jeff was on time and professional and told us what we knew that the water heater was done for. However, where the water heater was currently located in the crawl space the new low boy water heater wouldn't fit as they are now taller than our current one. Meaning the whole new tank needed to be moved with a new shut off created, new drain out the house and new plumbing ran to the new location. This would be about a 6 hour job and they would need to come back first thing in the am as it was already after 4pm. Understandable. They arrived shortly after 8am the next day and began working. A little before 2pm they completed work and left. Fast forward to when the county inspector from the permit office arrived for his inspection, that's where this story goes down hill. He found 3 issues, two of them were minor things; the new drain they installed into the side of our house was an open hole in the brick that wasn't sealed back in with cement and the pipe wasn't within 6"" of the ground. The third issue is they installed a 47 gallon tank when code says we need a 50 gallon. When the tech came out we told him we had a 3bed 2bath home so this was an over sight on his part.

The next day Casteel called me, the gentleman said he was the manger and had received a complaint from me that came across his desk that morning. I informed him this wasn't a complaint that I filed, this came from the county inspector and informed him what the inspector told me. He then began to mansplain to me what a low boy water heater was, why I had a low boy and that was as good as it was going to get due to my crawl space. I again informed him that the inspect is stating this is a code violation and he would need to discuss it with him not me. He then started to try to justify why the drain pipe was fine and didn't need to be exactly 6"" that they could put it anywhere from 24"" to 6"". Again I told him that this was not coming from me but the inspector and he needs to have this conversation with them. Finally after going around a few times he said oh well I guess I'll call the permit office and find out more about this and who the inspector was. I'll call back.

SERIOUSLY?! You should have done that first and who ever informed you that this was a customer complaint should be addressed as well. The way the phone call was handled was extremely unprofessional and all he cared about was defending himself/the company and telling me why I was wrong, not actually listening to me.

A few days later the technician came back out to address the issues. The pipe drain issue was a simple fix, they did extend the pipe to be 6"" from the ground and filled the hole with cement. The technician apologized for the hole being left and that they had to come back out to address this. He then asked me about the size our home and again I told him we have a 3/2 and then he apologized again saying he had thought the initial conversation we had stated he only had 1 bathroom. I get it, mistakes happen, it's about how you address and fix the mistake that happens. He then explained how lowboys don't come in 50 gallon tanks anymore due to the new size of them. There is a special valve that needs to be installed on the tank to allow the recover rate and the capacity to meet code and they think they found one In town and needed to go pick it up and would be back. To install the Valve the tank needs to be drained and water turned off and would take about an hour to complete.

Understandable, two hours go by after they left to get the part and I get a phone call. The shop had the wrong part and it looks like they need to order this special valve and would need to arrive back out next week once it came in. This was 10/28/2022. On 11/3/2022 I get an email about scheduling for the re-inspection. Even though my job has not been completed yet. I called to ask about the status of this part. After being transferred a few times I spoke to someone in dispatch who told me the part department was still awaiting the part and they would call back once it's in but they don't know when that will be. That's odd it's been almost a week and you have no idea when this part will be in? Was it even ordered to begin with?! I think not cause no one seemed to know what I was talking about at first and the fact they were trying to send the inspector back out means someone marked my job complete. Casteel's communication is seriously lacking, especially between departments. 11/9/2022 still waiting for the part and getting the same story from dispatch.

Drew B.

Casteel now charges almost $100 just to come out to your house. Its is $75 fee plus $25 gas fee. In the past they had a charge to come out and visit but that could be applied to the work you had done. Not anymore. they had me over a barrel this time because our air was out, but I will be looking else where dle my air conditioning,
heating, and plumbing services going forward.
I voiced my complaint, but the lady on the phone that booked the appointment said that was the new policy and it wasnt worth my time trying to speak to management.

K R.

nobody at Casteel can come out and inspect ducts, and fix them if they dont work. its been several months i ve been dealing with them, and all they could do is only sell me a new unit, which didn't solve the problem. A new technician comes every time, either doesn't know what to do or suggests something crazy. They dont leave detailed notes for the next one. Managers dont seem to care either as i am yet to speak with one. Time to switch to another company. Such a disappointment and waste of my time and money.nobody at Casteel can come out and inspect ducts, and fix them if they dont work. its been several months i ve been dealing with them, and all they could do is only sell me a new unit, which didn't solve the problem. A new technician comes every time, either doesn't know what to do or suggests something crazy. They dont leave detailed notes for the next one. Managers dont seem to care either as i am yet to speak with one. Time to switch to another company. Such a disappointment and waste of my time and money.

Darrell M.

Great sales process and follow through getting you on the books for install. However, I had to call on the day of the install and after they had left to point out the hole in the new outdoor unit. Supervisor made the statement essentially how did they not see that, and what happened, did somebody shoot it."" Ok, no problem, they will send somebody out to replace the unit. Then, the morning after the install, we woke up to an inside temperature registering 62 degrees in the middle of summer even though thermostats were all set to 70. I had to call again. A couple days later they came out and said it was an issue with the Google Nest thermostats. I doubted it, given the thermostats had just been installed the previous year and worked well with the old system. The tech stated he connected some additional wires. Still had the same problem and the next guy that came out stated the unit wasn't sized properly and there was inadequate air return. He would schedule somebody to fix it. I didn't hear anything for a week or so, and called. They stated they were waiting on a part but could schedule. So I scheduled for a 2pm-6pm window. At approximately 5:50pm they called me and stated it would be approximately 45 minutes before they can come... 6:30-6:45pm to complete a job they state will take 3 hours. So after having somebody at the house for the agreed-upon time, they were unable to keep the scheduled appointment and I decided to reschedule because I didn't want techs in my house until 10pm. So I rescheduled, and when their appointment confirmation request came in by email, I confirmed and included my wife's phone number as the contact as I would be unavailable. At noon, when I had a chance to check in and see if they came, my wife (who homeschools our children and was home literally all day) stated that she hadn't received a call. SO, I called Casteel again already irritated. This is where customer service is non-existant. The first person that answers just wanted all of my details (name, number address, etc), she states she can't help me and transfers me to the next person who then wants my all of my details again. I asked didn't the last person who literally just asked for the same information provide that to you. She said no and she can't help me with out it. I asked for a manager, she said one isn't available. So I gave my information quickly and stated have a manager call me to come and get the equipment. Danielle the dispatching superviser called later and while she used appropriate customer service verbiage, talked over me and blamed me for not being there or answering the phone. When I asked if she had followed my instructions regarding the number to call in my confirmation email, she stated that she doesn't get those. So you missed the last appointment, and it is also my fault that you do not check emails.... Take your business to a group that has their systems in order and knows what they are doing because now I have $30k in new units that weren't installed properly, multiple visits, a no show, and I am being blamed for their lack in communication systems.

Jacqueline G.

Yes your manager Rebecca did reach out to me to let me know that she was working on the issue and to call her back the next morning as soon as the job was completed.....I maybe called 6 times and left messages and here we are 4 days later and I STILL HAVE NOT HEARD BACK! This just adds to the frustration of everything else your company has already put me through and it's honestly just very disappointing at this point. You guys have got to do better in your conflict resolution department.

Kelly C.

They charged me close to 700.00 dollars to ploughing 2 toilets, I used them because they put in a new AC unit which cost over twenty grand, Never again! Buyer Beware!

William F.

Quote was $820 to go into the basement loosen two screws and put on an $82 pressure reducing valve. That did not include the service fee and fuel service fee. That is criminal.

Don K.

STAY AWAY FROM THIS COMPANY. 24/7 does not mean they will fix the issue it simply means they have an operator to take your call. My problem occurred on Sat but appointment was on a Monday. I spent $20,000, yes you read that right, to reduce the humidity and monthly cost to operate my air from 400 a month. No effect whatsoever on humidity and monthly cost WENT UP TO OVER 600 a month.

Lori M.

Casteel calls you with the time slot for the day and then calls to let you know how many appointments are ahead of your appointment. Very helpful. Technicians are always quick and efficient.