Casteel Heating, Cooling, Plumbing & Electrical

Amy D.

We've been a fairly satisfied and loyal customer of Casteel for over 20 years until now. Here's a brief recap of what just transpired:

~New HVAC unit installed 7/4/2020.
~Failed three times after installation--July 30, August 4 and August 5.
~Technician came out August 4 and stated that the condensate line was not properly drained during install.
~We were led to believe that he had taken care of the problem.
~August 5, one day after tech left, AC unit failed again
~Called customer service again and tech scheduled for August 6.
~By tomorrow, there will have been five different technicians we've had in our home during this pandemic. My husband and I are in a high-risk part of the population and this has been very very stressful especially since the unit has failed many times.
~Customer service has not prioritized our issues. The person who answers the phone will not connect me with anyone in a managerial position. Chat support isn't helpful either and there's no other way to contact anyone else.

DO NOT use Casteel Heating and Air. Their customer service is terrible. They don't even test or take the temperature of their contract workers during COVID. I confirmed that other service providers do.

John C.

Thank you for following up on my comment.
If you are actually going to follow up with me here is the information you requested.

John S. Clayton
30152

Linda D.

I had a new HVAC and duct work installed mid January 2020. The product and services were great but they are not living up to their purchase agreement. I was supposed to receive a $400 refund in 10-12 weeks and still have not received it after about 28 weeks now. I have called 3 times recently and was told that I will receive a call back from the manager in charge of that department, but that hasn't happened either. Don't trust them!

Ken B.

I'm having issues with a 20 year old ac system. Scheduled a service, but I wanted to TALK with someone about possible replacement BEFORE the service appointment. Casteel would not talk before the scheduled service appt. If a company will not even talk to me about a possible replacement before scheduling my time and money for them to come to my house - then I will find another company to do business with. I should also mention Casteel would NOT provide an email address for me to provide feedback. So here I am telling you on Yelp!

I received the following ""response"": Ken, thank you for bringing this to our attention. Could you please confirm the name and zip code on your account? Once received, we will have the appropriate manager contact you.

I responded that I did not have an account as we could not do business. I again requested an email address - there has been no response.

Sarah Y.

NO! NO! NO!...I am a 78 year old widow on a pension. I called for a FREE ESTIMATE and the guy came out and couldn't get a SET SCREW out of my kitchen faucet..and wanted to sell me a NEW ONE...DELTA...and, after he did indeed mess up the SET SCREW..and, said IT COULDN""T BE FIXED...then but he would put a new one in for $205. So I sent them through Navy Fed. CU a check and they cashed it for @205. I then remembered that I had a tiny leak in my guest bathroom that I never use and thought...well, I have paid him $205. So I said...can you fix my Glacier Bay in the guest Bathroom. ""WE DON'T FIX GLACIER BAY FAUCETS."" and left...so no fix of the Kitchen or the Bathroom faucet and a ""free estimate"" of ONLY $205. when I BUY the new Faucet he will put it in for the ALREADY AGREED TO...$205. so I decided to buy a new drop-in sink...simply a replacement of the one in. He was. WELL he was going to have to give me a new estimate...which jumped to $800.00 when I like to had a heart attack...I said what about my 205. that I have already paid you...he said well he would give me a credit of that and the charge would be $600. Still way out of my market!!!! so I said no. He was really mad and said AFTER I CAME OUT HERE TWICE and gave you a FREE ESTIMATE...well, he came out here and wanted to put in a NEW FAUCET, A NEW BATHROOM FAUCET and charge on top of that 800.00 for LABOR...NOT!!!!!!

So I said NO, I can't afford that much and he left mad. I have waited and called several times to see if I could get some or all of my $205. back and they always take a MESSAGE AND WILL GET BACK TO ME. So as yet they have NOT CALLED BACK AND THEY HAVE NOT RETURNED ANY OF MY 205. Another plumber put the sink and faucet in for what he said would be 100.00 and he like me is a retired old guy and I paid him Two hundred and Fifty dollars because THAT IS WHAT I THOUGHT WAS A FAIR PRICE for putting a simple drop-in sink in and putting in the faucet... GREAT JOB and a fair price...but I WILL NEVER USE/CALL CASTEEL AGAIN...they are outrageous and not to return my money for nothing but a BAD ESTIMATE...that is tantamount to ROBBERY. Other people, I have talked to, as well have said really OVERPRICED.

Since my husband was a civil engineer and was in charge of building St. Joseph Hospital originally in Atlanta and I owned a hardware store and Lumber and put in the original sink (which he said was a CAST IRON ENAMEL SINK and weighed 250# how was I GOING TO GET IT OUT! like I said I put it in 15 years ago and it is fiberglass.) So he gave me the wrong information that I HAD TO HAVE A NEW KITCHEN FAUCET AND A NEW BATHROOM FAUCET AND then that I had an ENAMEL CAST-IRON sink...and I knew I had been HAD!!!! That basically is three false statements...I could have gotten the DELTA KITCHEN faucet fixed...I could have gotten the Glacier Bay faucet fixed (ask Home Depot) and I could have pulled out the old kitchen sink which was lighter than the new ELKAY sink.

NO CALL BACK AND NO REFUND OF MY 205. SHAME ON THEM FOR BAD PRACTICES. They are basically dishonest IMHO!!!!

Lisa M.

This used to be a rock solid company and I was a long-time customer. But Casteel's customer service is terrible now. I recently called with a crisis in my home and was treated very poorly on the phone. I was also told that, despite having an emergency service option, no one was available to come to my home for three days. Fortunately, I was able to get another company to come out as quickly as they could, and fix the repairs for a reasonable price. Casteel has lost my business for good.

Antonio R.

Called for a simple outlet to hang a TV, they wouldnt give a price untill tech gets here, $300, what a joke, i used them for the same thing last year for 2 other rooms for $273. No way! Now he wants 60 bucks just for coming out to see, knowing i had used them b4 for the same thing. Price gouging at its best. No suckers here Casteel! Take the 60 bucks and lose my business for ever. Please use your local contractors b4 calling these people. Don't waist your time.

Dennis B.

Forget the WSB Radio ads. Call anyone else to diagnose and repair your A/C and heating problems. Last week, they sent a technician to diagnose why our 23-year-old Carrier system was not cooling. I was told the condenser fan was bad and to replace it would be about $900. Also adding a couple of pounds of Freon would result in a total repair cost of $1300-1400. I was then discouraged from spending that much on a system this old. So the technician set up an appt for their Casteel Salesperson to come out later in the day to quote a brand new system. The exact written repair estimate I received was: 1) $928 for a new condenser fan motor, 2) $360 for 2 lbs of Freon, and 3) an $89 diagnostic fee for a total repair bill of $1377.

I fixed it myself yesterday for $12.99.

It took me 10-15 minutes and I have no A/C repair training or certification. I watched a couple of youtube videos, ordered the correct dual run capacitor, and installed it yesterday as my kids watched. We now have a cold A/C again.

I simply don't understand how a certified technician can observe a condenser fan having difficulty starting and running and immediately conclude that the fan MOTOR is the problem and needs replacing without even testing the capacitor to see if it needed replacing. It did. The fan motor is now running like new and has done so since I installed the new capacitor I ordered off of Amazon.

And that $928 condenser fan motor? I found an official Carrier replacement motor for $80 online, brand new. I ordered it since they recommend replacing fan motors and run capacitors at the same time. I will replace it myself when it arrives.

So, if the fan on your outside A/C unit stops running, turn your A/C system completely off or you'll likely burn up your compressor. If you're so inclined, go to youtube and watch some videos of ""my air conditioner is not working"" and ""condenser fan not working"" to see if it's something you or a friend might want to try and tackle.

WARNING. A/C systems, including capacitors, can shock or even kill you. Disconnect the power outside AND switch off the breaker inside your home before removing any protective panels on the unit. Discharge the capacitor with an insulated screwdriver (watch a video) before starting.

If you do decide to call an A/C repair company, I recommend you don't call Casteel. I've learned that a run capacitor is one of the first things a qualified technician should test when your outside A/C unit isn't running. I paid Casteel an $89 Diagnostic Fee and their technician never tested ours, incorrectly diagnosed our problem, and then pushed me toward purchasing a new A/C + furnace system that they quoted at $6800.

I saved $6787 by fixing it myself.

Jerry W.

I had Castell to install a new heating &AC system in my home. That's where it wrong. I've had the system for less than 45 days and have not gotten a good 30 days of good service out of the equipment. Castell has been to my home nearly every week to fix problems. Broken drain pipe leaked thru my ceiling causing water damage. Upstairs unit has not worked in a week and I can't get anyone to come and fix the new equipment. Manager told me that an expert will came through fix unit no one showed up day but at the end of the day changed the day because no one is available. They got the money and just left me with a broken unit. Would not recommend them to anyone. Stay away from this company please. Worst customer service and company I have ever dealt with. Zero stars.......

Phil H.

Had an appointment today May 31, 2020 between 8-12. It is now 12:20PM, and no technician has called or showed up. Last April, I had Casteel install a new top of the line heating and air system. Was very happy with the system and their installation. On Thursday evening, May 28, 2020 our thermostat stopped working properly. I called Casteel that evening, and was told the soonest appointment was this morning June 31. Very disappointed that after spending over $11,000, that Casteel could not respond any faster than they have to stand behind their warranty. Even yesterday, I got a call from Casteel saying that they had a cancellation and could come out. Then, within 10 minutes, she called saying that she didn't realize that this was a ""warranty service"", and they would have to send out a ""warranty technician"". Really? So we agreed to keep the appointment today. Again, no call, no one has shown up. But they did send an appointment email: ""Thank You for Choosing

Casteel HVAC Warranty Department

Hi XxxxHAMILTON ,

One of our experts will be arriving tomorrow at XXXX Xxxxxxxxx Way, Marietta, GA XXXXX USA between 8:00 AM and 12:00 PM. Please reply to this email to confirm your appointment, and to let us know this appointment still works for your schedule. If you have any questions regarding this appointment or need to make any changes, please contact us at (770) 565-5884.""

I called the number above at 11:25 this morning to see if anyone was coming out and what time I could expect them. He said, ""Let me transfer you to our dispatcher."" This went to voicemail, which I left my name and number and asked that they call me ASAP. No response.

Is this a company that stands behind its work? Is this company that does what is says it's going to do? Is this a company that you can relied on to help you when you need them? I'm sure you're smart enough to make your own decision.