Rochell M.

04/03/2022 12:00:00 SA

Service was never completed. After several lies by the tech Travon and his manager related to our emergency, dispatch later called to cancel service call and advise Casteel did not have the expertise to fulfill our job. We were also told by Travon's manager that a more important emergency call had come in and was taken priority over our request. We were advise it was a life of death plumbing incident, which the following day customer care consultant Rebecca could not confirm. When I asked dispatch directly she agreed to the job, I assume to take the side of Casteel employee. This dispatch rep had been very pleasant until the final encounter, which she refused service and offered a refund of all services.

Casteel offered refund for charges to my card on March 11th however these transactions have not been reversed and will be reported as fraud if not refunded immediately.
Casteel also has not address the fact that two separate technicians have forged my signature on invoices and authorization documents. Additionally, the second technician entered the home with a minor upon arrival to my property, authorization to begin work was not give , hence him forging the documents to complete the job.
If these actions are not addressed I will issue notice to Casteel accordingly.
I will proceed to share a more in-depth review on social media platforms of the awful service I received over the course of 4-5 days emergency request. To include details regarding the inexperience, incompetence, and poor communication skills displayed by several employees.
As well as noting all additional cost and damages caused by Casteel.
There were hole cut in many areas of the ceiling, and the work was ultimately completed by another service provider without the need to cut any areas of the ceiling.

Sharon P.

9/17/2019

This was our first experience with Casteel and it couldn't gave been better. The technician arrived on time after a call to let me know he was on the way. He was professional and polite. He completed the work and gave me a detailed rundown. We will definitely be using Casteel again.

Drew C.

2/21/2023

They quoted me $17k for a new condenser unit and furnace. They wanted to replace literally everything. I had 5 other quotes and all others said they were overcharging and existing ductwork

For a Christian company, it's sad to see them overcharge for unnecessary work

Hob R.

2/23/2022

Truly very, very pleased with the outcome of my under-cabinet and kitchen floor lighting project. First rate! I will certainly consider Casteel as my primary home electrical service once my new home warranty expires. Chad was thorough, professional, and had a wonderful sense of humor. Kudos!

Carl C.

08/01/2021 12:00:00 SA

Our AC went out Friday night and we realized it Saturday morning with a family get-together scheduled for 3 PM that day!

I called first thing, the tech came out around 1300, and had us up and running within an hour.

A/C Recharge: $302
Capacitor: $280

I signed up for a year of coverage on the plan which includes a fall and spring tune-up.

On top of that, the tech was friendly, wore a mask, and wore boot covers.

No complaints.

Dr R.

09/12/2017 12:00:00 SA

Casteel came to my location and advised us that our AC repair would be $1200. This INCLUDED a charge for refrigerant, against what their commercials say. He indicated that commercial customers get refrigerant charges while residential does not. They wanted almost $700 for the refrigerant!!! the reason I called Casteel is because they are known for the service they provide and for providing free refrigerant while doing quality repairs, but this is clearly not the case if you are a business. I have had good experiences personally with them in the past but I would not expect their promise of you don't pay for Freon to be upheld if you are a commercial entity.

Diana B.

6/13/2019

After deciding that it was time to replace two 17 year old HVAC we called Casteel for a quote. We called them first because we have been very satisfied with their service over the years. The design consultant, Joe, spent time answering my questions and letting me tell them what I wanted in a new system. He did thorough testing of both systems . Since we plan to stay in this home we wanted an energy efficient, quiet system, that heated and cooled well. Our original systems were builder grade and very noisy. Joe recommended some additional duct work to improve air flow.
I will say that I was shocked at the $$ for one 3 ton system and one 4 ton system (both 2 stage systems ). (Casteel installs lennox systems which have good rating ). I did get another quote for a similar system (Trane) and it was almost the exact same price! We decided to use Casteel because of our long term relationship with them and because of the warranties offered.
Install crew was efficient and all of the work area was clean and neat. Bottom line.... I love my new HVACs . If I knew what a difference they would make I would have done this sooner! City official that came for inspection reported that Casteel always does a good job.

Joan P.

03/03/2023 12:00:00 SA

Per an advertisement received in the mail, I contacted Casteel to check 2 HVAC systems. First tech arrived, was condescending (used to that attitude being a female but this was extreme) and before any assessment said, I *will* find something wrong. Told him to leave.

The company contacted me asking to send a different technician... OK. Appointment was scheduled, received an email stating tech was en route so I followed his progress online. He was 1/2 mile from my location when I went onto the porch to await his arrival (leaving my phone inside). Almost 1/2 hour later, I went back into the house, checked my phone and had a text message, THE TECH HAS ARRIVED PLEASE ANSWER THE DOOR followed by another, Okay, we have cancelled. The technician went to the wrong house and it took many texts for them to acknowledge he WAS indeed at the wrong location. The text exchange continued pressuring me to reschedule! Um, NO!

If you get an advertisement in the mail for Casteel HVAC service, THROW IT IN THE TRASH.

Helmut B.

6/29/2016

THE WORST, 15 month old system with 2 year maintenance contract and unit fails. If I want service before 3 weeks I need to pay. AVOID THESE CROOKS !!!!!!
Hope you get to read this review before they stick it with the other 240 bad reviews.

Ken B.

6/29/2020

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.

Steve C.

11/23/2015

I woke up to a Lennox furnace that was not heating up the main floor of the house. When I went into the attic to check, I noticed that the furnace in question was blowing air, but the three burners were not lit up.

The second Lennox that was a foot away was blowing, and I could see the three burners lit up.

I had went through Yelp and Kudzu reading the reviews of competitors to Casteel.

Some of the competitors had good reviews with more recent reviews that were less than stellar.

I did call Allgood, but they couldn't send anyone out until Wednesday. I had used them in the past and liked them. I guess that Thanksgiving Week was busy.

I saw Casteel on Yelp and Kudzu. Lots of good reviews.

At 1:00pm, I called Casteel at 770-565-5884. The lady that answered the phone was very professional. She said that she could squeeze me in. I guess that means that the technical person had some time in between calls. She also said that the furnace diagnostic fee is $89 plus repair costs.

At 1:30pm, I got a callback from Casteel that the repair person would be onsite between 30-45 mins.

At 2:00pm, the repair guy showed up. His name was Ben R. I showed him to the attic to where the furnace was located.

At 2:50pm, Ben was finished. He said that he had to clean out some vacuum tube worked with the pressure switch that ignites the furnace.

He also said that if future problems occurred with this area of the furnace, then it might require a replacement of the housing.

He also informed that Casteel offered a preventative maintenance program, which provides two visits. Looking at the second furnace would count as the first visit. The preventative maintenance program also knocks off about $100 from the price of the replacement housing.

I declined on the preventative maintenance.

I asked Ben what the damages were. He said $89, which was the diagnostic fee. I saws pleasantly surprised. I thought there was going to be additional fees on top of the $89.

He accepted checks and credit cards. I paid him $89, and he emailed me the receipt.

Very professional. Reasonable price. Quality work.

I asked Ben for his card. We will keep it in our checkbook so that we can call Casteel in the future for any Heat or AC needs.

Y F.

01/11/2014 12:00:00 SA

So during the arctic freeze our furnace died for good on Thursday. On Sat Jesus & Heisen spent 12 hours installing a new one. We are very happy with our new variable speed heater and were able to be in the worst of the cold nice and warm.

Nathan G.

8/13/2022

Unit installed April 30th. The unit has failed completely and has been repaired 4 times by now. We also have to go without AC for a week at a time while waiting for them to repair the unit.

Patrick H.

7/31/2015

Certainly not feeling the love and for someone who keeps talking about they are going to take amazing care of I would hate to see ordinary. I called for a problem with my upstairs AC. They set up an appointment for two days later. Fixed the problem and sold me an annual maintenance contract. Also checked th AC unit for the master bedroom and said evaporator core needed to be replaced. They set that up for the following week. He showed up on Monday and replaced the core. We went out of town Tuesday and Wednesday. When I returned Thursday afternoon it was 87 in the bedroom. I called and they sent Mark out. He got here at 9:00pm and said the core was leaking and would have to be replaced. He also said the company would call me the next morning to set it up. He indicated they should be able to get it done the next day.

I never got a call. I called the office at 11:00 and (as I have every time I called) got the answering service. I had to explain everything in detail. The service said they would relay the message and I would be called back. 12:30 I got a call. When I again explained the problem they had caused she put me on hold for about 10 minutes came back on the line and said I am sorry. I know how you feel. We will order the part and call you back when it comes in. It is now after 5:00 on Friday and I guess we will be spending the night some where other than our bedroom for the next few days.

I don't find that acceptable at all. It is 87 degrees in our bedroom and it is because of their ineptness. Now that they have my money they are in no hurry to fix the problem they caused.

I certainly can't give good reviews for that kind of service.

Belinda F.

1/28/2019

Jason, the technician just left. He was nice enough. I called to just have a thermostat that I had already purchased, installed. He wanted to check on the furnace first. He was up there about 40 minutes and came down telling me that the motor was going out and could be replaced for $$$$ and I could sign up for a service contract and he could install my thermostat for $342!!!! I almost lost it! I paid $89 to have him tell me all of the above. I am so upset and would never recommend this company! Would give zero stars if I could.

Patricia M.

06/07/2021 12:00:00 SA

company re did the whole air conditioning duct system last year. No air was coming from the kitchen vent. Had another company look at it. said the duct work was ran wrong
. No I have to pay someone else to fix Casteel's mistake!!!:(
Not a happy camper.

Kathryn P.

10/04/2017 12:00:00 SA

Casteel provides my family with biannual maintenance on an HVAC we purchased years ago. The service technicians are always knowledgeable and polite. Our HVAC unit works well, and the few small problems we've had, Casteel fixed immediately and at a reasonable price.

Angel E.

12/24/2022

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...

Donna B.

08/08/2019 12:00:00 SA

I was very pleased with my service technician Anthony as well as the work he did in servicing my A/C units. The price was also great - $49 per unit. You can't beat that! I plan on using Casteel in the near future to resolve my plumbing problem.

Leslie O.

5/18/2019

At first I felt very pleased with Bill the sales man about all that was going to be done. However I felt rushed into purchashing from Casteel withan 18 month no interest guarantee. It turns out I now have a new credit card and cannot pay it with my existing credit card which was my full intention.
Also we were told we would get a rebate from the gas company for installing the new furnace and air conditioner. however we were not given instructions on how the get the rebate. I did not have good feelings from the answering service when I really felt like someone should have answered the phone in person and really did take amazing care of me. I have not had that feel at all. Now I'm wishing I had gone with another company.

Patrece J.

1/26/2021

If you have any electrical issues and decide to go with Casteel...Ask for Chad to be your technician. He is knowledgeable, efficient, personable, professional, and very down to earth. He will tell you exactly what you need and is very detailed in explaining so you understand exactly what he's talking about. I highly recommend Casteel and very highly recommend Chad!

Russell S.

1/26/2021

Both Sam and Gene (separate appointments) were kind and professional. Gene ended up doing the hot water heater and pressure value replacements. He also fixed two leaks that were in my crawl space that I didn't know about. But, to be honest, any company could have done these repairs. I'll hire Casteel again because their people are kind, communicate well, and do what they say they are going to do.

Emily N.

8/14/2014

I recently had to replace my entire AC unit in my town home. Not an expense anyone wants to pay for. After meeting with and receiving estimates from four companies, I decided to go with Casteel. Their prices were competitive, but more importantly, they were professional and trustworthy through the whole process. They did everything they could to keep me happy as a customer. I would gladly refer this company to friends and family.

Rebecca B.

08/05/2016 12:00:00 SA

SIMPLY THE BEST!!!!

I was impressed from the jump looking at the reviews on Yelp - so decided to give the company a try when I found a water stain on the a ceiling late one evening this week.

I easily booked an appointment online and got a follow-up call early the next morning. The telephone staff are extremely courteous and helpful and I love that they try to let you have an amazing service experience.

The plumber who came was simply the best - Jim was personable, extremely neat and tidy and efficient. He located the leak readily and gave a quote that was reasonable and a great price before he began the work. He fixed the leak and explained the possible causes - it was the shower pan so probably due to loose installation. He explained that the hole that had been cut through the sheetrock to investigate the leak could be covered over with an inspection panel and went the extra mile in every way to make sure that the service was outstanding.

As an aside - I called 3 companies - and Aaron's also charge a $39 fee and seemed very nice and were willing to come that morning, but Casteel called first so I went with them and I am so glad that I did. I spoke to the guy at Handy Husband and he was nice enough - answered the phone using my name - but they were fully booked - I don't like that he told me that he thought competitors would charge me a $149 call out fee... he was quite surprised that it was $39 - my point is if you don't know then there is not need to say anything - just think about your own business... anyway horses for courses I am sure they are great for the right person...

I am with Casteel and would definitely use them again if needed. :0)

From beginning to end the service is polite, efficient, affordable and excellent - they are willing to go the extra mile to make sure that the customer really does have an amazing experience.

Wonderful!

Mellissa D.

01/11/2021 12:00:00 SA

Readily available, easy scheduling and polite, knowledgeable and efficient teams. Very safety conscious with covid.
I have used them for electrical and hvac issues/replacement and they have always gone above and beyond. They are efficient and travel with all their tools and supplies, and they have a stocked warehouse - you won't get the due to covid excuse.
I find their workmanship to be excellent and very conscious of safety.

Jo Y.

7/25/2019

Really disappointed in the service from Casteel. We were using another heating & air company who was sold to them and since then the service has gone down hill. The customer service reps are the worst... you never hear back from them. Go somewhere else!!!

Jamaica V.

7/13/2017

Our A/C broke down last month and Casteel is the only place that we can rely on. Unfortunately, we have to replace the whole system which is such a stressful news for us but they worked it out with us. We contacted several companies and Casteel really made us feel comfortable in discussing our options and finances. First of all, hats off to Michael for being very responsive with any questions or adjustments that we have from our proposal. It was great to know that there are still people that are willing to work with us and keep their promises. On the day of the installation, Daniel and Humberto did an awesome job and they were very courteous to us. Upon arrival, they explained to us on what will happen and if we have any questions and did their job given that the weather was so hot and humid but they have done their job with all smiles. They arrived 30 minutes before the scheduled time which really impressed us and notifying us of their arrival is such a great help. They did above and beyond and made sure that we understand what was going on with the installation, equipment and finance part. I hope that you keep them as they are an asset to Casteel. Your company sets apart because of your staff's dedication and commitment to provide great customer service and we're so glad that we made the decision to choose Casteel among other companies that may not be able to deliver the quality that you provide. Keep up the great job and continue to value the customer relationship and the great quality of service. Our A/C is finally back and working really good on this very very hot summer. Kudos to Casteel and we'll spread the word!

Andy Z.

12/24/2022

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.

Karen G.

10/24/2016

I had an emergency on the Sunday after seeing ice frozen on my living room wall I panicked! Once I assessed the situation it was even worse outside and my AC unit had ice inside and outside of the wiring!! I called Casteel and they sent someone over within two - three hours. The technician saw o was completely stressed and helped to call my nerves by explaining the assessment. He was polite every step of the way from putting on shoe covers outside to insisting on calling me ma'am. LOL
The repair was done promptly and the good news was that I didn't have a broken pipe!! Thanks Z!!

Steve G.

5/14/2019

Watch out for these people. All that glitters is not gold. The quotes given to me were outrageous but I luckily got two other quotes and saved $2100. Do not take their word at face value!!! Beware

Carol G.

08/09/2018 12:00:00 SA

Paid $89.00 for a 10 minute visit to let me know that the water in the pan was a problem with heat pumps. Told to hook up a shop vac to the outside line, pour hot bleach water into the line and clean it out. Explained we had already done this 3 weeks ago. Told that I could do it or he would charge me $240 plus visit fee of $89 to do it for me. I chose to clean it out myself. No diagnostics done. The unit inside and out was not touched. The drain was cleaned out again (only clean water in vac), removed water from pan with vac, unit came back on. Called the company to let them know that I did what he told me and that was not the problem. The agent put me on hold twice, tried calling the repairman with no success and then ask well, what do you want us to do about it? WHAT? Should have reviewed the Yelp.com before calling them.

Walter S.

11/22/2022

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!

Thomas H.

10/02/2017 12:00:00 SA

Javier Correa is the consummate professional. I have used him for other plumbing work on our home in the past and I always ask specifically for him if we have any plumbing issues.

Carlos C.

08/12/2011 12:00:00 SA

Let's face it, your A/C breaking down in August blows (or doesn't blow, depending on your A/C problem).

So, rating the people who come to fix it and take money from your wallet is no fun.

Having said that, I was very pleased with Casteel. You can make an appointment and communicate with their folks online and by email. I pretty much loathe people, so this works for me great!

They showed up within the window they gave me and made the promised call ahead of time. They tell you they will give you a 45-minute notice before the tech comes, so you don't have to sit at home waiting for them. I got less of a warning - about 15 minutes. I explained to the tech that I was at work Downtown, and I'd be there in about 30 minutes. He didn't complain at all. In fact, when I got home he was sitting patiently in my driveway and greeted me with a handshake and a smile.

This young tech got down to business and diagnosed my problem within about 10 minutes of arriving. My unit was having a hard time cooling my place. No matter what temp I put it on, it wouldn't get below 78-80 degrees inside. He allowed me to watch him while he worked outside, and showed me that some part called a capacitator was not working right.

He quickly replaced it, put in a new filter and did some other routine maintenance and checks. Cold air was soon flowing again. I now have no problems. Chilly nights are back.

On a side note, here's one thing I liked: I actually bought a maintenance plan. Now, I'm a Clark Howard fan and a pretty savvy consumer. I generally know these are a crock. But there were a few things that sold me on it. One - you get a 20 percent discount on whatever work/parts they do (including one on the spot if you sign up). Two, they come out twice a year (one in winter, once in summer) to check your unit and make sure it's working properly.

Personally, I think it was worth the $180 or so dollars for that kind of peace of mind. That's just me. I'm blessed to have the ability to pay that kind of money without it breaking the bank. I guess it's up to each individual.

What I liked mostly is that there was no high-pressure pitch from the tech to buy it. He just very matter-of-factly told me it was available. I had to ask him what it entailed. I didn't feel like I was being hustled. He basically just laid it out and said, Up to you. If only more sales people realized this pitch works with people better than the hocus pocus job.

I was pleased with Casteel and would call them again if necessary. Hopefully, it won't be.

Eric W.

02/05/2023 12:00:00 SA

have used Casteel for various services from HVAC, plumbing and electrical. they claim to have 24/7 service but that is just plain not true. the last two experiences were just plain bad. I called once for plumbing and they just didn't answer their phone and not till 5 days later they called me back on the messages I had left them, was able to schedule through their online services a date prior them calling back. but on the last encounter my breaker kept tripping which is the breaker also for my furnace. they promised they would be out that day, send me text confirmation for appointment between 2 and 6pm, but at 5pm they call and say sorry we are not coming.by that time it was to late to call another company, so Casteel left me in the cold for that day!!! Lost complete trust in this company, they in past did good work, but are on the very expensive end, so also expect that level of customer service and they fell flat miserably on that end

Anita G.

1/15/2017

Jason and David did a great job installing our heat system. We highly recommend them!

Dena P.

11/07/2017 12:00:00 SA

They came on a Saturday morning and installed a new furnace and thermostat for me. They were great. Communicative, polite, professional! Did a complimentary repair (I didn't have a grounding wire) and installed my new Nest thermostat for free. The guys were sweet and explained everything to me and helped me program the Nest. Couldn't ask for better.

Deanna L.

1/16/2017

My water heater decided to die on a Sunday morning at 6:30am...I called Casteel as I had heard of their good reputation from some friends who had used them.
Jim was dispatched and replaced my old dead water heater quickly - he was knowledgeable, experienced, friendly and answered all my questions. He also gave me important information about how my old water heater and the new one differed (my old one was 16 yrs old!).
I really appreciate the excellent customer service and how professional Jim was. Thanks Casteel for making a very stressful experience much easier on a homeowner! I highly recommend - A+

Brad P.

01/10/2023 12:00:00 SA

Communication from the office was nonexistent. My scheduled appt was 8:00-12:00. The technicians showed up at 4:30.

To replace a wall outlet and 2 ceiling bulbs (I supplied the parts) was over $300. Plus I lost a whole day of income, waiting for techs to arrive. The techs were competent, efficient, and courteous, but the office staff was not at all helpful in keeping me in the loop about the status of the appt.
Next time I'll do the job myself.

Wayne G.

6/24/2019

Avoid these guys like the plague. I brought them out to look at a heat pump repair job because they could get there same day. Their estimate was about $2,300 but when I asked Doug, the onsite technician, to break out parts versus labor, he said we don't do things that way. Putting aside the general suspicion such concealment raises, the question needed answering because the parts were still under their 5-year warranty and Casteel is an authorized dealer/servicer of Lennox equipment, which includes the Ducane unit he was diagnosing. Doug said he'd pass that info on to the office, whereupon.I dealt with a woman named Ashleigh. Through email and the telephone, she would (from what she said) interact with the parts department, and return to me with mealy-mouthed claims such as the unit itself look like it was not registered and Due to the parts not being registered with Lennox. My Parts looked in to the parts number and it looks like it was never either transferred in your name or registered. Having the Parts registered is the only way we can get the parts from Lennox.

I let her know registration is never mandatory for warranty service and simply makes it easier for a manufacturer to communicate in the event of a recall. The unit's serial number is coded with the manufacturing date and I proved to her, based in the warranty's wording on Lennox' publicly accessible website that the warranty defaults to a 5 year limited warranty on parts and a 20 year warranty on heat exchangers for unregistered equipment. Furthermore, an installation receipt extends the warranty period to 5 years from the installation, not the manufacture date. Either way, mine was covered, and I provided her with the installation receipt.

I was then told my case was escalated to a supervisor named James, who just happened to skip out early for the weekend (it was Friday).

I never heard from them again.

I will be writing to Lennox to seek Casteel's decertification as authorized dealer/servicers of Lennox equipment.

Matthew A.

06/05/2017 12:00:00 SA

Very dishonest, unprofessional and judgmental treatment from this company, once you follow to the top of chain in Management, you might hear a not so sincere apology but constant praise, justification and excuse for the action of the Tech and all kind of excuses.
Homeowners and to all of you out there, do not make a quick decision to hire Casteel before you do your research, not only I will never do business with Casteel, I will share my experience with all friends and family. Fancy logo with Ichthus (an image of a fish used as a symbol of Christianity) does not make a company honest, the honesty is in the action not words or image. The van says We will take amazing care of you! ,they did not, Be aware... They waste my time for several days, thank God it was just days of time not weeks of time and money... Never Again

Cindi W.

8/24/2020

Learned about Casteel from a referral from a friend who is a home builder. He offered to send us his workers but they were busy and said he would recommend Casteel without any reservation. Best decision ever. I will be changing my HVAC bi-yearly service to Casteel. So happy and thrilled with your service !!!!
We had a water leak which leaked to our electrical Box which blew out the A/C unit. Keith was fantastic and fixed the leak quickly. We had Daniel Atkinson scheduled for Sunday to fix the electrical box that shorted out. Daniel was the most honest guy. He could have told us the entire electrical box was ruined, but instead replaced the wires to the AC unit that were blown. Repair was very reasonable and he was so efficient. He even told us about putting a surge protector on our home which we didn't have. I do not currently have HVAC service with Casteel, but going to do so. I would highly recommend CASTEEL to anyone. They are all very honest and knowledgeable. So happy to have found a great company to work with.

Justin B.

10/23/2015

Excellent service visit - Paul was extremely thorough and professional. He explained everything in detail.

Jamal H.

7/24/2016

Excellent service as always. These guys are always professional and eager to please. They are knowledgeable and present all options when giving information. I highly recommend them.

Kevin M.

6/24/2022

June 2022 I tried to use them again with the same disastrous results. The day of install they cancelled the install. I had to tell the delivery crew , sales manger and General Manager the job was cancelled. The deliver guy had to reload the equipment back in his truck after leaving on my driveway. The GM said so sad to bad that the way it is today. I will take a a $1K off the price take or leave it . No concern for the customer. The kicker here they charged my credit card for the job on the same day they cancelled the install. WHO DOES THAT. I had to tell them they did that. My card was frozen until the charges where reversed. I never got notice that this happen.

G G.

5/27/2020

The technician came exactly when he said he would and quickly diagnosed our issue. He explained the solution clearly and made certain to answer all questions. I would happily recommend them again.

John J.

1/13/2023

Absolutely fed up with Casteel Heating, Cooling, Plumbing & Electrical

The shared wall between my neighbor and myself has been having leaking issues for well over a month now. Casteel has been here 3 times already. I replaced a water heater because they said it was the issue. Still leaks. My neighbor replaced her dishwasher because they said that was the problem. Still leaks. We've figured out it's gotta be a pipe to my neighbors unit just by shutting off our water lines and looking for dripping. Her water has been shut off since Tuesday night. My neighbor had an appointment with Casteel this morning with an 8-12 window. At 10:30 my neighbor hadn't heard from them with any time updates, so she gave them a call only to find out her appointment had been pushed to Monday.

I called their only phone number I could find to complain, and it sent me to a dispatcher (who was very kind. no issues with him) who got a summary of my problem and added it to my file. I asked if there was a direct customer service line I could call to complain about all this and he let me know that Casteel doesn't have that. They have to recommend me to a customer svc agent who will call me back within 3 BUSINESS DAYS.

I'm so fed up. The sweet old lady next to me has no water and is showering at her gym. My flooring is still ripped up from when this happened a month ago (thank god I haven't had a chance to get it repaired yet). Casteel has been out here multiple times and I've already spent close to 3 grand with them and I STILL have water on my floor.

Don't think I'll be using them in the future. Would not recommend. Only giving 2 stars because everyone I've interacted with has been kind, but Im incredibly frustrated at this point.

Pinang B.

5/21/2020

Still Have not received a call from previous feedback that was left (5/12) even though feedback reply was call you on next day. I called office on (5/15) and rep said called but never got any call. Rep said will send out an email to manager name Terry on same day and will call. But nothing. Called back on 5/18 and should be receiving a call by 5/20. Still nothing. Called back 5/21 and rep said can send an email only to the manager and they will have to call you. What an example of terrible customer service after provide terrible AC tune service on first hand. Will wait for a call.

Joel L.

05/12/2016 12:00:00 SA

We had to replace our air conditioner and heating system. From the start, Lamar (salesman) from Casteel offered a fair price for the big job ( we had 5 estimates). We had a 5 ton, 2 stage single unit from Trane installed. I loved the fact that all the parts were going to be replaced. For example, the copper line set, the electrical box. When I asked if they could move the unit in the basement, Lamar's response was no problem. He even said they would not charge for it. The installation was scheduled on the day we wanted and went very smoothly. The technicians were great guys. Michael Frey and Jason were the the leads and did a great job and were extremely knowledgeable.
All in all, this was a wonderful experience for something that is normally a painful evolution.
We plan on staying with Casteel for a all our future HVAC needs.

Tatyana S.

4/16/2019

Absolutely the worse company ever had to deal with. 4 years ago this company had installed several air conditioner units in our house during remodeling project. We also purchased a service agreement for maintenance. Everything was Ok until something broke. The unit that was placed in the shop and garage ( ductless Mitsubishi system) had stopped working a month ago. First Technician was not able to fix the system. He called the company, and company representative, Terry Bradley came to assess the system. He was very nice. He promised to call on Monday to check on the warranty, of course he never called back. We called the company several days after no response from Terry. He called several hours later with the information that the system is under warranty on the parts. We will have to pay for the labor only.
He was not sure how much it would cost, and he promised to call back with cost information next day. Guess what happened, he never called back, we do not have working air conditioner.
We called the company again, received a promised from a reception desk that a supervisor will call us to discuss the problem. And as usual nobody called back.
In conclusion, $5500 paid including service, and no service provided. Air conditioner is not working.
Stay away from this company.

Kelli K.

06/03/2022 12:00:00 SA

I had a new furnace put in with Casteel less than a year ago because the air kept freezing up. They came out and we had a few issues such as items charged that people forgot about but that was fine they got to it. Now its time to use the air. (we haven't had any issues but we havent used it only heat) Now it does not work. We call Casteel out after realizing that the duct work is leaking air into the attic when it works and freezing up (The original issue and why they had to replace it) with no drain pain in the furnace, dripping all over my attic). Imagine to our surprise nothing that we did not under warranty. Ok - wait a week to get a quote to us and THE QUOTE IS ALMOST $6000!!! WTF really so i call to question the quote because there are duplicate parts on there. They reply with oh i don't know you will have to talk to a technician, Ill get him to call you. HERE A WEEK LATER NOT EVEN A DANG CALL.... I could replace the unit for less than their part. Its a TXV Valve. This place is a FREAKING JOKE. I should have went with Reliable!

Charles M.

1/18/2023

Only reason I gave one is because 0 is not an option. Not off to a good start. I booked an appointment for gas and we'll pump. Urgent issue was gas and I specifically asked them that this be handled first and they were the only company open on Saturday near me. The earliest they could be there was Tuesday. Thinking if I wait till Monday to call another company it could be Wednesday or even Thursday before they could come. So I booked the appointment for Tuesday. Knowing gas was the main issue and urgent I called Monday to confirm the person they were sending was going to handle the gas line. They assured me that this was going to be handled. Well Tuesday rolls around and the window they gave me was 2:00-6:00 appointment time. Sure enough at 4:00 a manager calls me and says that they don't service well pumps and will have to dispatch someone else later this week to do gas. So now I've scheduled for the issue confirmed on two separate occasions for that and they still messed it up. I was told by same manager that someone would be out first thing in the am. I called this morning to find out where this person is and was told they will be out 8:00-12:00. Also the lady was not nice about it. You guys have made this situation very difficult and I would use anyone but them.

Shawn S.

11/12/2019 12:00:00 SA

The team came out and replaced my air conditioner in one day. Fantastic service and no mess.

Grant P.

5/19/2023

Cancelled two consecutive appointments to reconnect a ceiling fan. Tech did not follow health protocols, did not quote a repair price, did not clean up after himself and wanted $389 for 53 minutes work? Nope, contested his cost.
Bad experience. Do not use Casteel.

Sterling L.

6/20/2022

Casteel has repeatedly cancelled my contracted maintenance service that I have had with them for years. I am putting my home for sale and this can impact the value and sale of my home. I have arranged for time off work yet again, confirmed this morning that they will come tomorrow, then at 6:00 pm they call and cancel again. They have done this repeatedly to my neighbors as well. No dedication to long term customers, very disappointing.

Anthony M.

1/17/2023

Ok here's an update. A member from Casteel reached out and promised me a total refund. That was over three weeks ago. I received a bunch of coupons but no check. Still waiting.

Avakian Vic M.

09/02/2020 12:00:00 SA

I feel really disappointed that I have to write this review, because I used this company to install two full HVAC systems in my primary residence for a total of $15K and couldn't have been more pleased with every aspect of the service. With that said, I decided about a month ago to use them for a repair to one of my rental property systems and every aspect of that job was subpar. The technician came out and diagnosed the system and explained that I needed Freon after he filled the system with Freon I asked he if it needs Freon doesn't that mean that the system has leak he said yes, but the diagnostic fee doesn't include diagnosing where the leak is and give me the option to repair said leak. I asked why and the technician got very upset and dealt with me in very hostile an unprofessional manner after I brought this to his attention. I submitted the one star customer review to the company and have yet to hear any feedback from customer service and I submitted the review in late July. I have since found that the $450 FIX that the technician suggested didn't work, so I need to hire another company to fix the issue.

Update: after writing the above review a customer care representative reached out to me and gave me an opportunity to explain what specifically happened. The person who I spoke to was very empathetic and I really felt like this incident was a one off and not indicative of this company. The company rectified this situation to my satisfaction.

Greg W.

8/20/2020

Be sure to look at the most recent reviews, their reviews are a lot worse now than they used to be. I had them replace an HVAC system years ago and I was happy with them back then. I needed to replace a kitchen faucet which I could have done myself but one of the cutoff off valves would not shut off all the way so I wanted to replace that too. I thought that I would try them for plumbing since I did not want to try to replace the cutoff valve myself. I already had the new kitchen faucet. The only part that was needed was the inexpensive cutoff valve and it was easy to access so they not need to go into the wall or anything like that . Their price quote was $445 to replace the cutoff valve and the kitchen faucet which I would think would take about an hour to do. I told them no and paid the $59 dispatch fee, which I knew about. A waste of time and money.

UPDATE: I had a different plumber do the work for $185 and it took them about 40 minutes.

Mark F.

3/23/2017

Javier is the best. Kevin is also very good. They arrive on time. They inspect and quote prices up front. No surprises. They have the tools and parts they need. Professional and courteous.

Robert N.

4/13/2022

This is not a review of this companies actual service but of their marketing practices. I have never used them nor would I ever do so.
I received an envelope in the mail that had a window that showed a replica of a federal check and a pay to the order of my name visible. There was no other writing anywhere on the envelope. I realized that this was going to be a sales flyer before I opened it but I was curious to see who would stoop so low to use this type of marketing. I am disgusted with a company that stoops to this kind of tactic to get people to open their promotional material. The only reason I opened it was so I would know who to vent to. If I ever needed your services I would never use them because of marketing practices like this.

Kelsey M.

11/08/2017 12:00:00 SA

Customer service on the phone is great like many others have highlighted. And for me they did show up quick for the initial call. But the techs that came out were judgmental and looked down on everything about my home including how old it was from the moment they showed up. This is not your down to earth company that empathizes with the home owner. You're better off looking somewhere else; don't waste your $89 on the inspection fee.

Christine D.

11/16/2012

I think some ppl get paid to write good reviews here... This business sucks n before u know will be wiped out due to terrible service

Delecia H.

02/12/2020 12:00:00 SA

My furnace was in need of repair but due to the age of the system, we decided to get a new furnace. Our air conditioner was also in need of updating. We were able to get a good deal with Casteel and the HVAC system was installed the next day. All of the employees were friendly, respectable and the customer service was awesome! I even received thank you cookies from Casteel! Thanks for being a company that values your customers!!! I highly recommend!!

J R.

11/16/2013

Admittedly, I am a cynic when it comes to service providers. I've heard of too many scenarios where vendors did a subpar job or service was much less than expected. I'm happy to say, Casteel is in a different league.

Through a routine inspection of one of my furnaces, another vendor showed me two fingernail cracks on the cells of my 18 yo Goodman furnace. I immediately shopped three vendors for a new furnace and advice on extreme temperatures in 2 rooms.

The vendor who did the maintenance offered the lowest cost for a new installed furnace...the rep was nice but not too consultative. The second company gave the highest of the estimates. Then Casteel provided the middle of the road estimate, but what stood out was Chris M.'s honest approach...kind of like getting advice from a good friend...provided recommendations, explained why, and gave me a comfort on why it would be a good decision. Answered every question about selecting the right furnace.

Purchased on a Friday morning (#0089820), installed by Saturday afternoon. Chris H and Josh installed...excellent work, very efficient and made sure to take care of their surroundings and not leave scuffs or waste.

Oh, and the Casteel team were the ONLY guys to cover their feet upon entering the house, even when Chris H and Josh were in and out dozens of time. And the ONLY company whose owner emailed me to make sure I had a great experience.

Fortunately for Casteel, I have to replace the entire second unit in the spring and will be calling them first. I look forward to an identical experience.

Well done!

Carolyn P.

08/04/2015 12:00:00 SA

Nick arrived at my home late in the day as I was a work in new customer. From the time he entered my home he was extremely professional and courteous. He did a thorough check of both air units in my home and quickly diagnosed the issue. He explained everything in a manner I understood and had my air back up and running within an hour. I appreciated how kind he was and assuring that my issue could be resolved without having to replace my unit. Thank you Nick.

Dave H.

5/20/2016

Wow -called for a simple quote How much to install 3 Nest thermostats

Answer was - we don't have pricing in the office - we will have to send a tech out to tell you the price. To which I asked and is there a fee for that? He replied Yes - $90 service fee.

SERIOUSLY??!!! He wouldn't even give me a ballpark number... i said what do you think? $100 per thermostat, $500, $1000??? His answer was we can't give numbers in the office, our tech has to come out.

Give me a break.... So if its outrageous, then i've just blown $90 to have a tech come out and tell me that...... What a terrible business model......

Ilias S.

2/17/2022

Unfortunately, I can no longer give Casteel the high marks it received a few months ago. I have had an awful experience following the installation of my HVAC system. The brand new system is noisier than my last system, and it doesn't seem to heat my house like my previous system either (and that unit was almost 20 years old). To add to that - the tech who installed my unit didn't follow protocol and the unit failed inspection. Casteel had to come out to resolve the issue, and then I needed to schedule another inspection, which is inconvenient because my county has an all day window for inspections. The inspections coordinator was also unkind and unsympathetic to my issue. When she contacted me about scheduling the second inspection, I told her about the issues I was experiencing with the unit. She assured me she would have the service manager contact me - this was about 10 days ago and I haven't heard a word from anyone. I am definitely regretting my very expensive purchase and advise others to get several quotes and discuss the pros and cons of units prior to making a purchase. It is obvious that the unit installed in my home was not the best option.

Laura V.

5/30/2019

My husband and I have been customers of Casteel since the late 90s. At that time we lived in the same sub-division as Bob Casteel. Our hearts were very faithful customers. Over those years we purchased two air conditioning units, a tankless water heater and a furnace from them. We also paid for yearly maintenance. They used to call like clock work, but now we are paying for maintenance but have to beg for the company to come out. A week ago our air conditioner went out (we purchased it from Casteel in 2007). We used to be called 'premium' customers, but it took a full 24 hours for them to come out. The service people who show are always very polite. He told us we needed a new unit. Casteel company then said they could send someone out in another 24 hours to give us a quote on a new unit. Our new company replaced the unit within 24 hours.
Just a note: Bob Casteel no longer owns 'Casteel' if you want to have a company take really good care of you, don't listen to the commercial, Casteel is now a TERRIBLE company.

Caitlin W.

03/12/2019 12:00:00 SA

Do not use this company. They will over charge you by $3,500. Wish I never called them and I have no idea how they are still in business, guess they have tricked enough people.

S S.

08/08/2018 12:00:00 SA

You are not the only one. It's been now five long month since I hired Casteel to install a brand new Trane XV20i system and ductwork but still the HVAC is not working. They also damages ( broke the ceiling, damage the doors, dirt floor) in my home. This has been a Nightmare!! I've been trying to work with them in the last four month and it seems like there is no solution at all. After installing a better system, bed room and bath room cannot be used. We upgraded the ductwork from 6 to 8 to have more air and now we cannot even get air in the bed room. Every time we adjust the damper than we lose air in the other bedrooms and bathrooms. I'm sleeping on my downstairs floor. Return ducts for the bed rooms are not working. It's not sucking the air at all. My system was working better. I will update more of the e-mail exchange and picture of my damage ceiling, doors and dirt floor. They offer to pay for the ceiling and doors not for dirt floor but the only thing is the offer does not match the damage at all. They came to my home and spent hours but the only solution so far is to adjust the dampers but this solution would not work as I'm not getting air in my bed rooms and bath rooms. The extra money I paid to get a brand new ductwork is useless. I have also install a brand new system for my downstairs and it sound like a motorcycle or a flight is about to take off or land. There is no solution for this. We basically cannot use our dining and living room anymore. I'll be hiring Attorney soon. I had a call with one of the manager and as usual the main concern is the balance I own to the company and told me to pay $ than they will come back to fix the issue. He told me if I don't pay than they will move it to collection. He clearly knows that the system( (I've hundreds of e-mail on this issue) is not working but threatened me to a collection when the system they install is not working. He said they basically trying to resolve it but five month later still the same issue. He is not concern I'm sleeping on the floor but expect me to a full payment when my A\C is not working. I asked them to remove the system they installed and put my system back that was working fine. This has been a Nightmare!! Still a Nightmare!!

Keri R.

6/25/2022

Came 3 hours early for appointment which happened to work out for me. Job was done quickly and a/c up and running. My rating is low because after the technician arrived he said he was going to look at the unit then came back inside 20 minutes later to tell me the price was $559 and it was already done! I paid the amount which I should not have. An estimate should always be given and the diagnosis of the issue explained BEFORE the work is done. After doing some research, I was charged 200-300 more than what is usual for a capacitor.
Would not hire again or recommend.

David W.

07/11/2023 12:00:00 SA

You better watch out when calling this company. They came out and told us, the compressor was no good. The technician gave us a price of 7700.00 and that was labor only. I called another company and it was a condenser control, that was a 20.00 part and 350.00 in labor to clean the unit. These guys are unethical as hell and you better be aware!

Patrick G.

10/16/2019

Honest and professional service techs. The best HVAC service in Metro Atlanta. Highly recommended.

Bill H.

12/04/2021 12:00:00 SA

I cannot make enough good comments about the Casteel HVAC company and our experience with their service technicians. They re excellent. I am so pleased that we made the decision 8 years ago to purchase our system from them and use their services. Yesterday their technician, Jason, was here and continued their tradition of highly competent techs. Thank you, Casteel HAVC.

Sierra R.

11/09/2022 12:00:00 SA

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.

Mary B.

8/19/2020

I WAS on their twice yearly service plan. But they seem to have forgotten me late winter/early spring this year. Yes, I understand all about Covid-19- I work in a hospital. But they flat out forgot about me this year. And I rather suspect that as a DIRECT RESULT of this, my a/c cap failed earlier this week. And when I called today in an attempt to get back on the regular PM schedule, I was told they have no appointments until DECEMBER 5!! I'm online looking for another vendor now...

8/19/20: Don't particularly want to post my name here. But I WILL send you a pvt msg via Facebook, along with a copy of this post so that you can tie the two posts together.

8/20/20: I sent Casteel a pvt msg via fb messenger yesterday.

LaToya J.

03/01/2017 12:00:00 SA

I reached out to Casteel Heating via Yelp and had a response back within an hour and after expressing my trepidation with having them come out to my home I was assured that their plumbers were efficient and that the service call was only $39. Long story short Sean/Shawn came out and he was ETREMELY knowledgeable in what he was doing. He gave us a worst case scenario and the best case scenario. Even though he did not have the proper tools to complete the job, he was so friendly and made our experience a little bit better. The only reason they're not getting a 5 star review is because he didn't have the equipment he needed to fix the problem. I will would definitely refer this company!

Lori M.

8/19/2022

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.

Andy M.

4/13/2018

Got a quote for 2 HVAC units from Casteel. I got the quote from 4 companies - their pricing are the highest, unbelievably DOUBLE of other companies, which wow-ed even Sears and Homedepot reps. Casteel sales rep told me 10 times at least, that they would install the units correctly that other companies are not able to do. He also told me that they want to replace the Freon pipes because the unit manufacturers will void the warranty with the old one - It was a lie (they can clean the pipe with some gas).... Needless to say, I asked the sales rep go home.

Rick S.

10/31/2017

I placed a call to get service for electric issue. Had used them in past for AC and was quite satisfied. After waiting 5 days, placed a call wondering why a no show and no call. I was informed they didn't service condo above 4 floors. No call after 5 days. They claimed they called me which is simply not true. Be advised

David B.

09/02/2016 12:00:00 SA

Great experience with Casteel. Easy to wrk with from the first call though the service appointment. Plumber was knowledgeable and completed the job quickly.

Beth A.

11/17/2016

If I could give no stars, I would. Scam artists. Both units were working fine, called for annual maintenance. They attempted to sell me two new HVAC units, finding over $2300 in repairs, including $538 to replace a thermostat. Was told a service call would be $89 when I scheduled, the tech tried to charge $356, which is $89 per AC and Heating elements for my two units. Just dishonest in about every way possible. Stay away.

Dorothy S.

7/28/2022

At 3 :00 pm, 3 hours after my 8am-12 appt they bothered to call and say the electrician could not come. My appt was Monday. Instead of keeping me in line and coming the next day, dispatch tells me (very rudely) Thursday - 4 days later - is the first appt., essentially treating me as a brand new service call, rather than a customer who had already scheduled.

I called on Thursday to let them know I had found another electrician, customer service put me on hold for 5 minutes until dispatch finally picked up.

This was all during a heat wave where it was in the 90s for days, and my tenant had no AC. Obviously, will never call them again.

Jacqueline G.

9/19/2022

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.

Ainsley S.

2/23/2021

It was very easy to call and set up an appointment for a tune-up, but when the technician arrived he declared that they would not service any building with more than 4 stories (mine has 5). I do not know why they did not disclose this policy or ask how many floors were in my building when it was clear from my address this was in a larger complex. Save yourself the time and call a different company!

Stephen G.

7/25/2021

I had Bertram out today Sunday (07/25) because of faulty repair work performed by Angelo (back on Thursday (07/08). Angelo had inadvertenly left a schrader valve open and in course of the next 3 weeks, i basically had no refrigerant left in the compressor...it had all leaked out. My home was 88 on Saturday (07/24). To their credit, Casteel came out by 3pm today and Bertram fixed everything. But (like others), I'm left with a nagging feeling of who to trust in the future.

Jeremy D.

5/31/2022

Scheduled a tune-up appointment for last week and the technician was a no-show. I tried calling customer support a few times and got no one, including no call back after scheduling via their IVR--maybe learn to use your IVR correctly? Anyway, I digress. Finally got a call back from customer support that scheduled another appointment at a discount (for today). The guy shows up at 8:30, sends one text, then bounces without trying to call or contact me after I didn't respond immediately to his text. I have a 15-day-old newborn in the house, so shit's real around here. I understand that this is probably the customer's fault for being unresponsive but that's kind of the last straw and pretty ridiculous that the guy didn't try to call me or anything. I'm firing them despite dropping over 10k on a new HVAC a year ago. Sad because my previous service call was great--the guy showed up and got started without me having to respond to his text immediately.
In any event, don't do business with them now.

I get that this is a busy time, but it's clear that they don't know how to scale their business properly and maintain good customer service. Response times are super low and interactions with dispatch are bad.

Amy H.

07/12/2016 12:00:00 SA

Overall my plumbing service with David was great.

Schedule:
I was annoyed at first by the technician showing up an hour after the appointment window. But to be fair, Casteel promised to call an hour prior to arriving the house and they did.

Actual Service:
David was very professional and knowledgeable. He took time to explain how the plumbing system works in the house and answered all our questions. He quickly diagnosed the problems and informed us what needed to be done. After the service, I received a detailed description of work done within 15 min.

Price:
They were the second plumber I called to diagnosed the problems and their quote was within $3 of the quote from previous plumbing company.

Shira A.

03/12/2019 12:00:00 SA

I had a great experience with Casteel. Cole Wilson is the customer service rep that came to fix our furnace and did a great job. He was very professional and polite and also did not over charge. Price was very reasonable and a very fast service.

Robin F.

7/23/2019

We have had Casteel Heating and Air maintaining our home for the last 15 years. They provide high quality service at a reasonable rate. Every technician that has been in my home has been knowledgeable and considerate of my property. I would recommend Casteel to anyone looking for a great Heating and Air team.
Robin Frankland

Doug J.

01/09/2018 12:00:00 SA

Don't have them come out to do the $59.00 tune up because they will be looking to charge you for something else and upsell you. $59 will turn into $359.00 in no time.

Jeff S.

09/07/2021 12:00:00 SA

I'd rather not resort to writing this review, but since no one called back to discuss, they get what they deserve! And lack of return phone calls and follow up is exactly what has cost them a long time customer.
Put simply, three appointments no-showed, no-call over the past three months. Phone calls not returned, and when the last appointment was once again a no-show, my wife called and complained, only to be told that they could reschedule in a month. Called one of your competitors in Atlanta, and they actually showed up within 24 hours (non-emergency, regular maintenance call), confirming their arrival time an hour before.
Must be nice to get so big, that you lose sight of what made you successful, but I wish you luck in figuring it out, without this long time customer.

Update 24 hours later: Multiple calls/messages to cancel our appointment this week (set up a month ago!), have once again been ignored. Amazingly they never answer the phone number they ask you to call to schedule. If they show up, they will be asked to leave. 3 A/C units have been serviced by the Reliable competition, and for less than Casteel's coupon price.

Fran S.

12/20/2019

Long post warning, so put on your glasses, and let's get to it!
When they say you pay for your learning, they weren't lying. It pays to do research, ask questions, but most importantly pay attention! You will see compared to my last plumbing review that Casteel is lightyears ahead of that other rip off business (see other review). I am so grateful to find Casteel. They really do give amazing service. There are two lessons I had to learn prior to finding Casteel. 1. Always find a licensed professional. 2. Get a written guarantee. I was glad to hear that Casteel has both of those items checked on the list. After four months of going back and forth with the other subpar plumbing business that had neither of those credits, I found Casteel who quickly scheduled my appointment. It was as if the clouds parted and a beautiful rainbow appeared in the sky because they were literally life savers for me.
The first thing that stands out with Casteel is their utmost professionalism at the call center. The voices are friendly, but most importantly THEY LISTEN. I repeat; THEY LISTEN. The ability to listen to a person provide a narrative of their issues is a skill that takes practice and patience. When Mark arrived at my residence, he knew exactly what he needed to assess because he confirmed upon his arrival, but he also asked follow up questions to further assess the problem. Again, he asked and he listened! As soon as he took command he stated that whomever placed that yellow hose clearly had no idea what they were doing for they had not addressed all of the loose wires hanging from the thermostat nor did they bring it up to code. He knew exactly what needed to be done. He gave me a very reasonable estimate, did not try to nickel and dime, ordered the parts and set an appointment for the next couple of days.

Although the part was not ready, I was glad Mark reset the pilot light to keep me in hot water to borrow time. The day of the scheduled appointment, I received a call, email, and text message to inform me that the part was still not available, but that the company had found another place that is not within their network and they would have it overnighted and ready to install the next day. Unfortunately, the pilot light had gone out that morning, so when I told them I would be without hot water that evening they told me not to worry they would send Mark over to get me through the night. They did not even try to charge me for the visit. All the cared about was my convenience and this effort is beyond what I expected. I was so grateful.

Mark took his time to install the parts. He did exactly what his work order said he would do,and I could see the new parts on the tank. It was such a relief that the price was what they quoted me and that was that!

I would like to thank Casteel for giving me AMAZING service!

Annmarie D.

06/04/2023 12:00:00 SA

Waste of money. Call a real certified Plummer. Charges for absolutely no resolution. Should have been able to see and stop leak.

Sankar S.

10/13/2014

I have contracted with Casteel Heating and Cooling for a few years now on a rental property that I own. Customer service that was once tolerable is now horrendous. They routinely use an answering service and NEVER call back after leaving repeated messages.

Recently, they have charged me for a preventative maintenance plan that I did not sign up for and are currently sending me to collections for services they have not even provided. In the past they have routinely overcharged for services and upgrades to my HVAC that I have learned were not required. There are better options out there - most importantly, you should learn the basics of your HVAC system to avoid getting taken advantage of by crooks like this company.

ONeil W.

8/15/2020

I chose to have Casteel come in and completely replace my old HVAC system. My old system was over 10 years old and every summer was inoperable. Issues ranged from a bad capacitor, no freon, bad compressor, or did I mention no freon. Spoke with three (3) different Atlanta companies with good deals and Lifetime warranty pitches. Lastly, I spoke with Rudy at Casteel and he was very detailed, honest, and professional. He walked us thru the entire process and even provided us temporary AC units, until our install date. After install which was a great experience; four Casteel installers arrived promptly and completed the job in less than eight (8) hours. After the install, I had some issues with the system not holding temperature and after several service appointments with no avail, I was ready to give up. My last technician by the name of Deon Chambliss came in and listened to my frustration. He was GREAT!! He tackled my blistering hot attic at 3 pm in the afternoon to adjust my furnace to the right setting. Before he left he validated my frustration and reassured me that my issues should be resolved. He went on to say if things are not resolved to my liking, then just continue to call Casteel and we will take care of you. That night I could feel a difference in my system. The next day I set my units to 72 degrees and with a 92-degree day, my thermostat did not move. Please give Deon a raise, he was again GREAT!! Also, let him know that when and if I see him again, I will buy him a beer . I feel like I have a Ferrari as an air conditioner. Casteel took amazing care of me.

Elizabeth G.

3/20/2016

Ahmed and the entire staff at Casteel Heating & Air are wonderful ambassadors for this company. The techs are always on time, or call way before they are due to arrive with updates, are polite, respectful and knowledgeable. Thanks the great care and service.

Jason H.

6/17/2022

We had Casteel out in June 2022 to fix our 4 ton Goodman (R22) unit. The tech said that the compressor was blown and the entire system would have to be replaced because they can't get parts for R22 systems anymore. Later in the day, a Casteel sales rep arrived to provide a replacement quote. We have done quite a bit of research as to how much a single HVAC system should cost to replace. Most systems cost between $7,000 and $12,000 but we were quoted a price of $21,000. We were beyond shocked. Having experience in electrical and mechanical repairs, I did some troubleshooting on my own. I found out that the capacitor had gone bad and I bought a new replacement from Grainger for less than $20. Our system works like a champ now.

It really makes me wonder about a company that markets themselves as being a Christian-based company and using marketing slogans such as We'll take AMAZING care of you when they won't replace a basic part and try to rake a desperate household by charging them $21,000 for an HVAC system when it's 100° outside. That doesn't sound very Christian to me.

Marc M.

01/08/2018 12:00:00 SA

**Update 1/21/2018**
When this company says they take Amazing Care of their customers it's a bold face lie. I've had nothing but Amazing Care from this company. The company staff continues to drop the ball on a very urgent issue with this BRAND NEW unit. Imagine paying more than $7,000 on a new TRANE HVAC and condenser and it malfunctions time and time again. A warranty technician came out and worked on the unit two weeks ago. He mentioned that the unit is freezing up due to the cold weather. Fine, just go ahead and fix it! He noted that the original installers didn't install something else correctly and their install team would need to come back out. Really lowered my confidence in the staff's competence when he told me this. His warranty work seemingly fixed the problem until last night when the unit started blowing cold air again. It's now less than 50 degrees in my family's home. Also, the staff that answers the phone tell you they'll call you right back and then you never hear back and have to call back and demand answers. So sick of this nonsense experience.

**Update 1/8/2018**
No response from the company as promised below. And, my situation continues to get worse with this company. My HVAC unit freezes up during these cold storms with this same issue occurring since December. A technician has come out three times now and not definitively figured out what is wrong with our system. Company is extremely unresponsive to phone calls and emergency situations. I have to call back 3-4 times stating that my issue is URGENT because the temperature in my home is below 40 degrees. This is probably the worst experience and service from a company that I've ever had. This whole issue is related to a NEW system that Casteel Heating and Cooling installed in my home. A new $7,000 Trane HVAC and condenser.

**Original Review Submitted 12/12/2017**
I would bring my review up to a four star if it weren't for a very frustrating recent experience with maintenance on a brand new unit. I purchased a brand new $7,000 Trane HVAC system a little over a year ago and I had two issues with it twice in 2017. Both times the unit shuts off the heat and blows out cold air. I called four times on Friday, December 8 because the heat wasn't coming out of our vents. I realize that it was probably a peak maintenance period, but Casteel should prioritize a customer that recently purchased a brand new complete HVAC system. On Monday, December 11, Casteel's employees finally (not their call center) called me back on Monday and sent a technician out later that evening. My recent experience with Casteel and their technician Mike wasn't very pleasant. Upon arriving, he told me that I should not have powered the unit down as indicated on the side of the upstairs HVAC system because it erases the error codes on the unit. He made me feel stupid that I took matters into my own hands and didn't seem concerned that my family was without heat for four days. He also told me that my warranty on my brand new unit would be void if I weren't on a regular maintenance plan with Casteel, even though I told him Casteel came out and serviced the unit a month ago. The technician wanted to charge me $71for a diagnostic fee, yet he ended up not finding any problems with the unit. If this same issue happened twice, there seems like there's something wrong with the unit. I also think Casteel should consider a troubleshooting line for customers as well. Something similar to what computer technical support does for computers. A simple tip to turn off the breaker or the thermostat to power down the unit would have helped during the snowstorm this weekend. Instead, I kept reaching the call center on Friday with a promise that Casteel employees would call me back. A very frustrating experience to say the least!

Casteel finally made good on the faulty unit and fixed all the issues. Took some time and escalation but glad it's finally finished

Justin E.

2/25/2018

The technician and person I spoke to over the phone were rude and I felt their ethics were lacking. Technician came in cursing until I mentioned I heard about them on the Fish. Then they wouldn't honor the price given over the phone. I even asked them to listen to the call and they still refused, so I had to get them out of my house. After that the technician said he still had to write me up a bill. I guess just because you hear of a company on the Fish doesn't mean they can be trusted. Oh, and the big work they wanted to do? Just needed some things plugged in by the next guy - no problem at all. Casteel should apologize for how I was treated.

Kydon W.

02/04/2023 12:00:00 SA

my 14 year old furnace would not light. called them. they quickly pointed out several problems about how it was installed and said I needed an igniter. fixing the problems would cost me close to $2000. they then suggested a new furnace and scheduled a salesman to come out. They demanded me and my wife be there together to hear the pitch or they wouldn't come out. they came, I talked to the guy for over two hours, and he was nice, but quoted me a 20k replacement heater and A/C, but not replacement of my custom zoning. he then spent more time telling me how he could discount this and cut that to get down to 12k total install price. what a deal! well, furnaces can last much longer and the a/c was rebuilt once already. I called for a second opinion, and that guy actually spent time to diagnose the issue and found out it was a bad computer board. he said the igniter was broken, but that they usually don't brake like this unless someone accidentally snaps them. anyway, the cost to repair the board and igniter was $900. it has been working great for three months In to the winter. based on the long sales pitch I feel like castel may have a good replacement service but that it was really all they were interested in doing. the repair work was just an attempt to sell me. so, just be aware that they want to sell you new not fix old. BTW the igniter they said was broken is a very cheap part, and remember they didn't say I needed the board but still came up with $2000 estimate to fix. all to justify I replace. that's the way I saw it and why I gave the 1 star

Matt D.

10/24/2019

Cas-STEAL Terrible service, terrible company. They replaced a blower motor on a 3-year old furnace and after three visits (Feb 3, 4 and 5th) said, Sorry, we can't figure it out what was wrong. No joke. So, now I am out a motor, three cold nights of no heat and it still doesn't work. I researched it online and found out it was a pressure switch. I replaced the part myself ($10) and it worked fine. I complained to the company but THEY DO NOT CARE. They are right about one thing - they will take Amazing Care of you... amazingly bad care!

Jackson H.

6/18/2022

DO NOT USE!!! Horrible customer service. I had a routine maintenance appointment scheduled for a month and a half. They never showed up nor called to tell me that they would not be there. When I called to check on status (after waiting during my 4 hour window, they told me they would not be able to come for another month. Clearly they do not care about existing customers.

Jon W.

11/13/2019

couldn't give a zero...Had a tech come over to give a winter check up and furnace hasn't worked since! Casteel sent another guy.... Worked for a few days and died again!... Worked great until they started to mess with it... now they want more money to FIX IT! TF!

Call anyone else!...

Sharon S.

1/13/2023

I had a Casteel heat pump installed in March 2022. It worked fine until it quit working on January10, 2023. I called Casteel and they scheduled someone to come out on the 11th. He determined it needed a part that had to be ordered and ordered it. A technician did not come to install the ordered part until January 12, and while he was doing it my house lost power due to a bad storm in the area. I was now three days without heat i January. He hoped the heat pump would one on when power was restored but it didn't. Called Casteel and they scheduled an appointment for that day from 10-2. At 4 someone finally showed up. After checking the system he said the same part shorted out and that it needs a surge protector installed which I need to pay for. This system is less than a year old snd is under warranty! Why do I need to pay for anything? I'm still paying for a system that doesn't work! Hopefully he ordered the part and the surge protector and if I need to pay for the surge protector I will but this sucks. God only knows how much longer I'll be without heat.

Jeff T.

04/06/2022 12:00:00 SA

The website says Upfront pricing Called them for a super simple job that was perfectly clear and should be easy to quote. Rep said We don't give pricing on the phone How is that 'up front?' So, basically you have to pay $89 for someone to come to your house to give you the price - even though you know exactly what you want. You know what this means right? They are already at your house, you've already paid $89, so they don't have to give you a competitive price at that point. Steer clear - this is blatant false advertising. Called another company, got a quote on the phone right away.

Critical: Professionalism

Breanna B.

07/08/2022 12:00:00 SA

BEWARE! Casteel damaged my A/C unit and they trying to charge me to fix it! Or buy a whole new A/C unit. And now management is dodging my calls. My unit went out on me in April. I called casteel to help. The tech stated I had a leak and needed some refrigerant. My unit continued to have problems so I called again. A different technician came out and claimed he fixed the problem by repairing a part in the unit (which then caused my thermostat to go out due to a blown fuse. I called a third time because my unit still wasn't fixed! So the third technician says. Well there's a pound too much refrigerant in your unit, and there's dye in your refrigerant. So the first tech ruined my system by adding dye and too much refrigerant and now my system has been over worked and they are suggesting a WHOLE new unit! My unit is only 7 years old! Beware! This company seems to be scamming people by damaging your a/c unit to suggest a brand new unit!!

Derek S.

05/03/2017 12:00:00 SA

Terrible. Had a toilet not working properly. Guy shows up, doesn't even really look at it, and tells us we need a new toilet . That will cost $350, and he could do it in a week or so. When we asked if he could try to unclog it, he said he could ( for $189) but it would not fix the problem . I tell him we are not interested and pay the $39 service fee. Then go straight to Home Depot, bought a $30 hand operated snake, and had it unclogged in less than 5 minutes.

I would never use this company again for any services.

Leigh Ann C.

09/04/2015 12:00:00 SA

When our air conditioner went out we called several companies to get estimates on fixing the problem. Casteel was the only company available to come out the same day, so we went with them. Initially, we felt like it was a good decision, the reviews were good and the gentleman that came to the house was professional and on time. He searched out the problem and explained how he could fix it and exactly how much it would cost. He attempted to upsell us on a maintenance plan (while telling us that our unit was junk), but that's to be expected. He got the air running and we paid him exactly what he quoted us. Good experience thus far.

The problem was that the air went out again the very next day. We called, he came back out and re-investigated the problem. As it turned out, the part he installed on our perfectly good unit was actually the junk. The real issue we had is that not once did he, or anyone else, apologize for the inconvenience or the bad part/installation. My husband had to make a special hour-long trip home in order to meet him and even a small so sorry for the trouble would have gone a long way. He even left his shoe booties laying on our front steps when he left. It seems to me that exceptional customer service would warrant cleaning up after oneself and apologizing for a mistake regardless of whether the problem was poor installation or a bad part.

I'm not sure whether we'll use Casteel again...I guess we'll see if the problem is actually fixed.

Don K.

8/20/2022

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.

Ashley C.

08/06/2018 12:00:00 SA

Update: after posting a negative review, we were finally contacted by the company. Brett, from upper management was, without question, the rudest man i have ever spoken with. If he is a representative of the value they place in customers, I will stay far, far away.

We have used and loved Casteel for almost 10 years. Recently they went under new ownership and it is now a big company that has employed people that are not experts and don't value long time customers. About a month ago, the installation team replaced the wrong unit which left us out $8000 and with an AC unit still not working. Not to mention, the installers left a mess and failed to replace a part that caused our basement to flood. We left multiple messages and finally were called by one person that said he'd get back to us and never did. We have waited so long to see if Casteel would fix their HUGE error and they never did that we finally called another company that understood we had limited options because we just paid $8000 to replace a working unit, and they at least got up and running for a reasonable fee. We definitely won't be using Casteel anymore which is a shame because they used to be a company we could trust.

Michael V.

5/14/2018

Sat on hold for 5 minutes only to find out they are not accepting anymore commercial clients. What a waste of time. Maybe add that to your overly repetitive voice system. Thanks for wasting my time.

Frederic S.

5/30/2021

We used Casteel for many years, but then had a bad experience that caused us to switch to another HVAC company. A Casteel technician came to our house to do a routine pre-paid prevention check on our three AC units. The technician advised me to change out the dual run capacitors in all three outside condenser units, saying that they were out of tolerance limits. Cost would be $220.00 each, total of $660.00. He also advised me to buy a coil cleaning for each unit at $145.00 each, whereby, he said, acid would be sprayed on the outside coils of the condenser and would clean up the coils for better efficiency. I declined all offers, and he left, charging us just the $70.00 each for two HVAC air filters.

Soon after he left, I realized that one of the outside condensers was not running, leaving us with no AC on a hot night in our bedrooms. In the morning I called the Casteel call center (located in Delaware) and asked for a corrective visit. They offered me an appointment for the following day. Unwilling to face another hot night, I called another, highly rated, HVAC company in our area. They came out that afternoon and advised me that the dual run capacitor in the inoperative condenser unit had been incorrectly wired by Casteel, and that's why the condenser would not run. They wired the old capacitor properly and the unit resumed normal operation. He advised that the capacitor was slightly out of tolerance limits and that it should be replaced at some point, at a cost of about $70.

Casteel later sent me a routine request to comment on the visit. I related the story. A Casteel manager called me, apologized, and agreed to refund the cost of the visit.

Sammy B.

10/22/2018

I wanted to like Casteel. I feel like too much has gone wrong at this point though. I think their techs work hard, but the end result is I haven't been that satisfied.

My old unit went out, I paid the service fee for some freon, and got it working in a timely manner. He said their was a leak he couldn't pin point, but my unit was 18yrs old so I looked into getting it replaced.

Sales guys talked me into a Lennox system, I had a few people recommending their products so I went with it. I read Lennox makes proprietary parts and they can be hard to come by. Salesman assured me they have warehouse with every part they would ever need.
We settled on a price, and the sales guy was eager to get the unit installed. Asked if they could do it tomorrow! I said Saturday (in 2 days) I could be home for install.

The team that came was pretty good. They had everything connected within 6 hours. They couldn't get the fancy thermostat (S30) working with the system. It appears whoever ordered the parts forgot a piece to have the thermostat communicate with the system. Casteel had a van pick up a temporary thermostat and bring it to my home within hours. The guys waited to complete the job before they left. Awesome!

I had cool air, they said someone would call to schedule install of the correct thermostat Monday. No problem...

Tuesday rolls around, I get out of work and call casteel. I'm informed the part needed to be special ordered and it would be Friday before the install can happen. Okay..

So Friday we are first on the list (8AM), my wife works at 10am, tech says 15min and I'll be gone.
My wife had to ask the tech to leave at 11:30 because she couldn't wait anymore. Tech says he will be back after his last appointment. (It's summer and our house has no AC all day in the meantime)

I call casteel Friday evening (Same day) to ask if anyone was in route. They said I will get a call 45min before they arrive. We go out to grab some food, I get a call as we get our food. I think Perfect, we have just enough time
Tech says I'm knocking on the door and no one is answering. Well great... I tell him it'll be 45min before I get home, but he says he will wait.

So we rush back home, let him in, it's about 730pm. He says he got the part, 20 min and he is done. Guy leaves at 1130pm... And he installed the old temporary thermostat back because he couldn't figure it out.

So we scheduled another day for someone to come out and look at it, same guy comes back that couldn't figure it out... I stay home from work again to let them install it, and guess what? They tech still can't figure it out. He's on the phone, and after 3 hours, they guy was installing the wiring wrong the whole time.... So it works now! finally, no more sweating sitting at home skipping work to get my unit installed.

I felt bad for the guy and all the hard work everyone put it to get it working right. Things happen. I wasn't pleased, but I lived with it.

But there is more....

So yesterday, 3 months later, we get our first big cold front, outside is in the 30's, the house temp drops to 65, so I turn the heater on. But after 1.5 hours the house is still 65. Weird. I had paid to install a dual fuel system, and neither of them are working. The air at the vents feels room temperature... Thermostat gets an error code. I call casteel, and set up an appointment for the next day.

I fiddle around downstairs, I find the gas line is shut off to the furnace. Well I found part of the problem. the last tech never turned it back on. But the heat pump would only turn on for seconds and shut off. So there is still an issue.

Tech arrives this morning, I explain my findings, he takes about 2 hours and diagnoses the system. It appears a switch in the new heat pump isn't working. He has a replacement in their warehouse, we just need to schedule install. I tell him ASAP, so he puts me down for 2 days away... Okay...

I finally get a call this evening that casteel can come replace the part in 1 week. Lets not forget, my new heater isn't working, and we have temps in the 30-60 all week.

I'm just frustrated I bought a new system, and it's been more problems than my old 18yr old system.

Casteel has worked hard, but the second tech they sent out really had a bad vibe, was very negative, and turned me off to the company. And now another issue that is kind of a big deal on this new unit, and it's no rush to them...

They have a written claim that they will give me my money back within 2 years and take the system back if I'm not 100% satisfied. Please don't make me take you up on that.

/rant

Last name Benitez, 30107 zip. Find me Casteel! So you can see for yourself that this is all true.

Perry G.

07/08/2022 12:00:00 SA

Had a HVAC issue last summer, heard the fan grind to a halt and knew I just needed a new fan motor. Technician came out and after telling him what I thought needed to be replaced he went on and on about how my entire system had to be replaced. He wanted to take apart my system to show me why it needed to be replaced I told him NO I just need an estimate! Had another honest technician come over (Keith Porter) and he agreed it was only the fan motor, had it replaced and system has been working great since!

Jack R.

8/17/2019

The company posts it would call and discuss, but did not follow up. Here is a picture of filter for one of my rental properties under annual contract. NOT replaced since Feb 2018!!!!

Stan N.

01/03/2020 12:00:00 SA

I contacted Casteel after reading several of these reviews, and as my experience was quite different from the ones I read, I felt compelled to write about my experience. I did reach out to Casteel first to let them know about my experience, and all I got was I'll pass along to my supervisor, and that was 3 days ago. I had a blockage in my main drain to the street so Casteel was coming out... Ryan got here minutes before the 8pm deadline, and bless his heart, he didn't seem too happy to be here. He asked a few questions, looked at my drain, and announced that he'd run the snake through the drain at a cost of $695. He couldn't guarantee it would work, and it quite possibly might collapse my pipes. I was considering paying the $695, if it did work... if it didn't, then I felt I shouldn't have to pay the full amount (I mean where's the motivation to do a good job, and do it well, right?)... Since (In part) Ryan clearly didn't want to be there, I decided to wait. The next day I went down to the local Home Depot and rented a 75 ft drain snake for under $100, ran it twice, then a third which resulted in a glob of yuk being pulled out (I did run it 2 more times, just for good measure...) Its been almost a week since I ran the snake myself and no more problems... yes, it was not the most pleasant experience... but saving $600 sure was.

Doug S.

2/17/2020

Zip code 30040. Account wendy S. Phone 9048. Newhall. Look up the amount that a repair guy came out 3x

Dorothy P.

05/05/2012 12:00:00 SA

WTH Happened??? They serviced my condo a little over a year ago with great customer care so I call back this year for annual checkup befor the Atlanta Death Heat arrives. Made the appointment online for late March a few weeks in advance but I didn't get a confirmation. So I follow-up with another email and still nothing. Well the day I wanted them to come I was off and since I never got a confirmation, I headed out to support the local economy w/ a variety of retail rescue operations. While out, I get a phone call saying a service person is at my gate and can't get in. So I call them back and explain that I aint there cuz no one confirmed anyone was coming. Lady over the phone said she responded to my email (when I get home to check inbox and my spam folder there was no response from them). OK, shyyyt happens so I let the lady know that I will just call back and reschedule.

Once again, I go online but this time in the notes section, I explain what happened previously and asked for a pone call toconfirm that someone would be at my condo at the time and date requested. So I get a call from JC...yay service is back! We confirmed an appointment. So the day arrives and I'm at home from 1:30 - 6pm (appointment time was from 2-6pm) and guest what....STOOD UP AGAIN!!!! I even called around 3pm and asked if it was looking like any minute now or closer to 6 in case I needed to step out for a minute. Gave the lady my address and she said that they will call 30-45 minutes before they arrive. Well I didn't need to go anywhere but my phone never rang so at 6:10 pm I headed out.

Now I believe Bob Casteel when he says he plans on taking amazing care of me on his voice message when you call the business. However, apparently the rest of his team didn't get the memo or they did and it only applies to Bob cuz the rest of these boneheads are doing the complete opposite. They were so wonderful last year. Is Bob still with us or is he on vacay?? I dunno but I do know that this place is going to hell in a handbasket.

Richard H.

1/30/2020

I should have read the recent reviews and went with my gut. I have used Casteel before and caught them red-handed trying to damage a part to up-sell when conducting a simple igniter replacement. This time, my fully functioning furnace blower motor was the target. I was busy working with clients and couldn't go over-watch and viola, 15 minutes later my blower motor cooling fan is broken. So do yourself a favor, they have proven they can't be trusted alone, don't have them make a call if you are not able to watch them perform their work. Or better yet, just go with someone you can trust. Oh and the final classy move, the service manager hung up on me when I called them out.

Bruce B.

3/31/2018

Tried to schedule a visit to get a quote on a whole house Trane air filtration system system. Just got off the phone with the third person in the process. Somehow, the wires got crossed with all the phone calls and this person thought I wanted to replace my entire air conditioning system. Not sure how that info got passed along the phone chain at Casteel. She passed my info on to yet another department (fourth) to schedule an appointment for the quote. As I'm writing this I haven't received the call back from the 4th department.

Casteel has a totally inadequate process in place to address customer support. Wouldn't it be nice to just call the number listed on their website and get an adequate response? It's been an unbelievaeable process so far.

Will re-post a review if/when I actually get to schedule someone to come out and look at my system and provide a quote. I'll keep my fingers crossed.

Mark C.

07/02/2014 12:00:00 SA

I needed six vents moved as part of a remodel. Got a quote and accepted. The installers showed up and did what I thought was a good job. I paid in full.

30 minutes later I bumped one of the returns and it came off of the main HVAC unit. The installers were unable to come back that day so another date was scheduled. They came and reattached the return.

A few days later I discovered that one of the vents had not been moved, but instead a new one added. I called and a return date was scheduled for Wednesday 12-6. At 4:45PM I was called to let me know someone was on their way. Five minutes later I was contacted by the technician who had figured out he was not the right guy to do the work. Home office called me and was unable to send someone out that day, so I wasted a whole day waiting for them to come.

This saga is not over yet, so I will probably update later

Update 7/7. Casteel sent out their System Design Manager and QA manager this morning. The old vent was removed and the job is now complete. It took 4 visits but in the end they completed the job.

Carol R.

11/13/2020

I used Casteel for annual inspection of our A/C and Heating equipment.
The spring inspection of a/c condenser tech stated he found frayed wiring.
I told him I would have it checked. My husband is an electrician and reinspected and there were no frayed wires.
Most recently they came to check furnace. I was told there were 3 cracks in gas burners. Showed me 3 pics but difficult to determine. I asked if he could check further to be sure. He said he didnt have proper tools to do that but gave me estimate of $2500 to repair them. Once again I got a 2nd opinion. The 2nd company checked further and not one crack was found in the burners.
I was disappointed that they use a fish logo which gave me a higher expectation of the company.
On a positive note, they were professional and on time, just need to be more accurate about their diagnosis.

Dawn B.

12/16/2022

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.

Charlene G.

07/07/2022 12:00:00 SA

Terrible customer service. I had a technician out on Tuesday and was informed that someone would follow up on Wednesday. No one contacted me. I called back today and now they can't get to me until Friday.

Kellie G.

6/18/2022

we called because our upstairs Ac unit was not cooling. The repair man came out and said we needed freon to the tune of $1200 . we thought that was extremely pricey but paid it. The air lasted about one night and was back to not cooling. The first repair guy came and was very rude and made a point to tell us that our needs were not in measure with other customers as we still had air on our first floor.(split unit). when we called casteel to come back out, they never showed and rescheduled to three days later. this morning the service guy (a different one) came out and found a leak. another $1000 for that to be fixed. mean while the motor went out because the air was running non stop. I refused to pay for the call back repair that should of been taken care of at the first vist and a long story short.. Carl the service manager argued with me about it, told me he wasn't going to change me and charge me anyway. This is the worst experience i have ever had with customer service, over pricing and rudeness's. kicker is if they don't want to talk to you they just send you to voice mail. The absolute worst bait and switch. to top it off either pay or we take it back and leave you without air. classic customer service.

Michele D.

8/13/2023

We have a new system (2 years old). Suddenly stopped working. Called on a Saturday evening and told the best they could do would be Sunday between noon and four. Technician shows up at 5:00 after we sat in heat indexes of 108. Proceeds to tromp mud and grass on all three floors for two hours. Leaves. Another error code immediately appears as temperatures continue to rise in the house. Call again. Told maybe they could send someone by two the next day. Temperature continues to rise. We explain we already gave up our entire Sunday and could not take a Monday workday off. Were told maybe we could have someone there by 8:00am. Knowing this is another two hour issue-including the clean up on three floors we are held hostage by incompetent technicians and disingenuous owners. I'm not done with these people. Stay tuned.

Mark E.

4/18/2018

Casteel is the Cadillac of HVAC contractors. They sell great equipment, albeit at a premium (near as I can tell 22-50% more than most contractors). Their service used to be quite good, but since Bob has retired they've gotten into electrical and plumbing and now they've opened offices in Lawrenceville.
Now when you call, it's now all automated and everyone is too busy to talk right then, they have to call you back at their convenience. The number they called me back from was area code 302 (Delaware?) It's just gotten to big, impersonal and unwieldy. After this contract expires, I'll be finding someone smaller with more personal experience.

Thomas H.

10/20/2016

I was sold a heating system tune-up for 89$. However, nothing was tuned-up. The technician only inspected the system, and told me what services he would recommend to be performed - for additional cost, of course.
To me, a tune-up means something is tweaked, cleaned, or something - not just looked at.

Secondly, when I responded to their 89$ offer, they immediately wanted me to buy a package for 178$ to do the heating system now and the cooling system in the Springtime. I don't use the AC so I don't need that additional service. Because I didn't sign up for the package, they didn't give me a 1 hour window, but a whole day. No problem for me as I am at home anyhow. But just left a bad taste in my mouth! Not just Bait and switch, but bait & switch & punish if you resist the switch...

Overall I would recommend to anybody to try some other company...

JM R.

07/02/2022 12:00:00 SA

As a homeowner, I have used various service companies, but every time Casteel comes to my home I feel more appreciation than the last. Today I had the pleasure of having Daniel Velazquez come here to fix the water drain for my A/C system. Daniel was more than just a quality service technician. He was pleasant, well experienced, and identified the problem in about 2 minutes. He did the repair over and above what was needed, ensured I was good with the service and ensured my questions were answered. Daniel should be commended not only for his professionalism and skills but also for his pleasant demeanor. If I could, I would ask for him every time I need Casteel to provide services!

Marc B.

4/16/2023

Absolutely would not recommend DO NOT USE!
I got them out for a quote ( paid $120 call out ) for them to tell me my AC system needed parts, and would cost upwards of 6k just to put right but the recommend a new system, which would be around 20k
I obviously said, no thank you ill get a 2nd quote.

Got another company out a few days later, smaller company based in Chamblee, they not only quoted $550 but fixed it there and then, took them less than an hour, I really do hate companies who operate like Casteel they deserve to be shut down

Michael W.

5/16/2017

I cannot suggest anyone using this company, they have a lack of honesty and integrity. We actually wanted to use them, they gave us a price, we asked that they comitt in writing that this is the price and there would be no surprise add-ons. They didn't feel comfortable putting that in writing. If a Lamar Pittman knocks on your door, i would shut your door asap, he is not interested in helping you, he is very interested in making a commission and will tell you almost anything. As far as the owner , John Hill, well it appears John is afraid of client interaction and cannot handle complaints, that is what he hires his little people for. Funny, I got an email from John, saying fill out a survey, tell us how we did, I instead called and asked to speak with him, he was afraid to come to the phone. This dope spends a ton of money on advertising, even has Monica Kauffman from WSB pitching his down trodden company. We will alert her that Casteel is a scam, they give you one price, then ooops , heres another price. Avoid this scumbag John Hill at all costs.

William G.

7/13/2018

I have used Casteel for years in the past, always had the maintenance program and great service but something has gone terribly wrong. I scheduled them twice this spring to do AC maintenance...just never showed up or heard from them. Today I decided to try them again on a problem I'm having. Scheduled the appointment, and as we're hanging up the rep tells me their will be an $89 trip fee. What? You want $89 just to come to my house and tell me what's wrong?
I was a faithful customer for years...no more. Very sad, I'll find someone else who's not looking to rip people off.

Myrna R.

12/07/2017 12:00:00 SA

Awesome work from Cody! So nice to have service people that knowledgeable but also very nice. Thanks again for excellent service.

Joel T.

12/06/2022 12:00:00 SA

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.

Hanz A.

8/13/2020

Casteel technician was very knowledgeable and very informative. He made me aware that my system was obsolete and showed me article to prove his case. He also told me the type of system he would recommend but left it to us to decide. He also took care of the tune up of the other system even though it was part of the work.

The salesperson of Casteel was also great and listened to our needs. He understood our situation and gave us the best deal of a new system.

Harry H.

07/02/2018 12:00:00 SA

Got this great promotion in a mailer for an ac tune up. Just in time for summer. Guess what, the first available appointment is end of August! Seriously? But, they can send a repair tech right away to fix at their full rates. Go figure. Will not use the for the replacement I was planning for when weather moderates and the attic is cooler.

Karen S.

5/29/2019

I was having a closing on a house that when I donated a refrigerator that it was leaking from the ice maker line. Casteel came out and within 15 minutes placed a washer on the line which corrected the issue. He then went on to charge me $200; when I said that I believed that to be a high price he stated he could charge me more. I later protested the charge and they refunded me $50. I believe that repair should have been covered in the trip charge.

Nadine K.

9/24/2013

Way too expensive! Not impressed at all. There is paying for value and then there is taking advantage of the customer. I am afraid I would put them in the latter category. I will not use them again.

Betty M.

05/02/2022 12:00:00 SA

Their $79.00 tune up is actually $99 since they add a fuel charge which NO ONE mentioned when I called to schedule. The technician found $575 worth of repairs needEd on a five year old system. He didn't even change the filter which I gave him.

Christine C.

12/28/2016

Javier was the technician that was assigned to fix my water heater. He was prompt, courteous and efficient. After he analyzed the problem, he very quickly made the necessary changes to ensure that my water heater was up to code. I expected the job to take a minimum of 4 hours and was surprised that he was done in about an hour and a half. Everything he needed to make the repair was in the truck, which I'm sure contributed to the shortened time. All in all, it was a wonderful experience and I will be calling again.

Beth M.

05/01/2019 12:00:00 SA

I've had work done by Casteel in the past and been satisfied. However, I called to schedule a plumber to install a toilet. I requested a specific Saturday about 10 days out. They were able to book me, but couldn't provide a time window. My appointment time is 8am - 6pm. ALL DAY. I also asked for a ballpark estimate of the price to install a new toilet. They couldn't provide that either because the cost can vary. (Which is why I asked for a ballpark estimate!) After asking to speak to a manager, they finally gave me an estimated price range. Then they asked if I was going to supply the toilet or buy one through them. I asked for info on the brand, cost, etc of the toilets they supply. They couldn't provide any info on the toilets they have either!! So I guess I'll go buy my own toilet since I have no idea what they will show up with or how much it will cost. The lack of upfront information is disconcerting and frustrating. I'll think twice before calling them for future services!

Nicholas A.

5/25/2022

I scheduled an appointment for a standard A/C tune up on May 12th at which time I provided the details of my property noting specifically that I lived in a mid-rise building on the first floor. Service was scheduled for May 25th between 10am and 2pm. At 12:30 I received a text message cancelling my appointment. Not a call, a text. I reached out at which point they said they could have someone over between 2 and 4. At 5:13 I received a call notifying me that they could not work on my AC because the units are on the roof. I explained that is not the case and that my AC unit is inside the closet of my first floor condo. She then told me that they could not perform the service to which I asked why if the reason she claims was not accurate. She was unable to give me an answer. Despite the fact that I provided accurate information two weeks ago, here I sit without service from Casteel. What at terrible experience. I would not recommend at all. Poor communication, poor customer service as there was nobody more senior to answer my questions. STAY AWAY!

Chris M.

08/05/2018 12:00:00 SA

We came home yesterday from the store to find that our A/C was out. We were only 4 hours away from guests arriving at our house for our daughter's birthday party. After explaining the situation to the representative on the phone she immediately went to bat for us. She put me on a brief hold in order to talk to her dispatch. When she came back a few minutes later she told me that, even though they were already booked up for the day, they didn't want our daughter to have to miss her party. So they squeezed us in as an emergency call. The tech arrived within an hour and had the A/C unit back up and running before the first guest even arrived. Not only did they do great work, but Casteel Air saved our daughter's special day. And we will be forever grateful to them for going above and beyond to help us on such short notice in our time of need.

Larry R.

6/23/2023

Casteel Recently installed a New Toilet and Sink facet in our home and The Gentlemen and The Installation Both Were Absolutely PERFECT. If anyone reading this post needs any Plumbing or HVAC work done. I would Reccomend Casteel 101%. A Few years back Casteel also Installed a New AC & Furnace in our home and It was Also 101% A Great Job.

Dennis B.

06/03/2020 12:00:00 SA

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.

Mickey L.

11/07/2018 12:00:00 SA

The only reason I'm giving them a 2 Star is because of the kind soul who came out to our home to fix the gas leak.

They installed a new furnance and cooling system all day on a Saturday. I told them we smelled gas. They waved us off and said they couldn't find a leak. I had to take my child and leave the house because it was so strong. They left later that day and I opened every door I could for hours to let the bad air out. I went to sleep sick. I awoke the next morning to it still smelling bad but less because of airing it out. Left the house just to come back to the odor worsened not better at all. Its late at night and I call customer service to tell them I smell gas!!! They send some one out in 30 minutes who also smelled the gas right away. They didn't leave till they found the leak and fixed it. They used a device to find where it was coming from too which I don't understand how the install group missed this?????

We owe that technician our lives. But Casteel hasn't even reached out to us to acknowledge what happened AT ALL and we did send them a review of happened.

To all who read this, if you smell something weird or even feel sick like I did, please do not ignore it. Ask questions. My couch still wreaks of the odor and we have to put a cover over it until we can afford a new one.

This did not have to happen but we are so happy to be alive.

Nancy R.

10/22/2020

I called Casteel to have my kitchen garbage disposal fixed. I've called 2 different plumbing companies and were dissatisfied with their disrespectful servicemen. Casteel sent Otis and Thurmon who were nice and helpful. First time they came out, they had to replace my old garbage disposal. I guess it's been 15 years so I needed a new one. Second time I called since my disposal stopped working, Otis and Thurmon came out again and helped to get it working again. They didn't ridicule me and were respectful.

Katrina S.

4/29/2016

Horrible customer service from technician. When the customer service rep called due to my review, all she could say was I'm sorry. The apology fell flat and came across as she did not care. I did not receive an estimate as promised and no one followed up to schedule the repair. I would never recommend this business to anyone.

James C.

6/23/2021

Casteel is not in the business of repair, they are strictly sales. They try to hustle you into making a large expensive commitment to an unnecessary replacement or repair. I ask for a service of my air
conditioner and the tech tried to pressure me into a new unit.
Beware, they use a lot of different sale techniques to get you. Including fear.

Lauren W.

4/20/2016

We have used Casteel for multiple LARGE and medium projects over the last 2 years. They have serviced our A/C and heating units, replaced our smoke detectors, rewired our electric on the lower level, replaced our old furnace and A/C unit, and installed a gas water heater. I'm sure there must be something else I'm forgetting but it has always been a great experience!! Every time we had a different technician and every time they were great! Always up front and honest about pricing, always take the time to answer questions, very respectful of our home, very kind to our animals and children, always as quick (and often quicker) than they said they would be, and everything works great.

We haven't had a single problem with anything that they've done. Everything works like it should, nothing faulty and no questionable work.

We have a few other big projects we are saving up to do (more electric work, and plumbing) and we absolutely plan on using Casteel!

Thank you for being our go-to! With everything we have to do to our house right now, having a company we can trust and go to for so many large home issues, is a blessing!

John G.

11/25/2019

I needed a Nest deadbolt lockset and a Nest doorbell installed. My front door was inoperable until I got the installation completed. So, my need was urgent. I searched Yelp and saw that Casteel was advertising as Nest Pro installer. I scheduled a weekday appointment. I work 27 miles from home. So, I had to take off half a day from work to meet Casteel between noon and 4:00 p.m. Casteel called to cancel, advised that the one Nest Pro tech they had was going to be busy his entire shift restoring power to the home of an elderly couple. I was patient, rescheduled for the following Saturday between noon and 4:00 p.m. That Saturday my wife stayed home and waited for Casteel. The same gentleman from Casteel called to cancel, advised that the one Nest Pro tech they had was going to be busy his entire shift restoring power to the home of an elderly couple. No kidding. Exact same narrative and issue... What are the odds...? Casteel wanted to reschedule for the following Tuesday. I asked if there was not another Casteel tech available. Casteel said only one tech helping another elderly couple with no power was familiar enough with the Nest products. I asked why another on of the many Casteel techs could not assist the elderly couple and the one Nest tech help me. I asked Casteel why they advertised as a Nest Pro installer in they only have one Nest tech in all of Atlanta. Casteel advised they only had one Nest tech available on weekends. I again asked why all the other Casteel techs could not handle all the non-Nest calls and my second re-scheduled appointment be honored. Casteel could not explain that to my satisfaction. I asked if Catseel would waive the $39 service call fee for the Tuesday appointment. The gentleman from Casteel said he would note my request but lacked the authority to make that commitment, advised me to call Casteel on Monday morning. I called Casteel this morning. The lady with whom I spoke was very polite, empathetic and apologized. She contacted the Electrical Manage, who agreed to waive the service fee. I briefed the kind lady on my lockset issue. She suggested I call a locksmith, advised that Casteel's Nest Pro installer was qualified to install electrically connected nest products such as doorbells and cameras but did she was not confident he would be able to install my lockset. In Casteel's defense, my lockset had some mechanical / space allocation issues. My frustration is that I told Casteel that the first time I called them and repeated it several times along the way. The lady from Catseel could not have been any nicer. I suggested to her that Casteel qualify it's claim to be a Nest Pro installer to include an exclusion on Nest lockets and to disclose Casteel has only one tech qualified for Nest and that he is apt to prefer every other service call but Nest calls. I have been a Casteel customer before, many years ago. This entire engagement with Casteel over the past week was an avoidable waste of time. I will not be a Casteel customer again.

Don W.

01/06/2017 12:00:00 SA

Needed service on our heating. Casteel came out and fixed the problem at no charge since it was part of the warranty. The only complaint is their flexible scheduling which is NOT flexible for the customer.

Rob M.

8/23/2020

It won't let me do zero stars so I had to give them a one star rating. Trouble began several years ago when they installed my new system.
The left out a critical part causing a flood. I had to show them what they did wrong cause 3 supervisors could not find the problem. They also screwed up the plenum so I have vents hooked up wrong and a kinked hose. They put in some cheap dampers instead of fixing it right. Had them put in an electrical outlet. Supposed to be 20 amp, they did a 15 amp, had to tell them to fix it. They still advertise for free freon on some of their trucks. It may be free but that $400 service fee to add it is a bit steep! Tried to email them to discuss this prior to posting this. Their contact page just takes you to a scheduling page! Tried their online chat, person there would not give a contact, just kept sending me to the scheduling page then hung up on me!

Amy D.

08/05/2020 12:00:00 SA

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 G.

08/12/2023 12:00:00 SA

Christian Sutherland showed up in the time appointed window, was straight up honest and took time to explain and show what was wrong with my AC gave me what it would cost to fix and my options. He was deliberate and didn't hurry the job. Relieve my anxiety and completed the to my satisfaction. I would recommend him.

Mike E.

08/12/2022 12:00:00 SA

Zero stars.. buyer beware.. they came to diagnose and fix an electrical problem.. the problem was diagnosed and I was charged $1000 for 20' of wire and an outlet and less than 2 hours labor.. the electrician said that should solve my problem.. 12 hours later I had the same problem.. a week later they came out for a free diagnosis.. the diagnosis was given and I had the same problem soon.. I should have got a second opinion and price..

Janice N.

11/21/2019

We recently had two of our three units checked-up for the winter. Doug Davis showed up on time and with feet protectors on to service our attic unit and crawl space unit. Both not easy access units. Not only did he complete his inspections and tune-ups in a timely manor but he aslo found a filter that had not been changed for over a year. (previous company's used must have missed it or just couldn't find it, or told us it was replaced but didn't actually do it.... there was a date written on the old filter so we knew it was a year old.) He also found a humidifier filter that needed to be changed as it looked good but when pressed on was crumbly and bad. He was so helpful with all my questions and concerns. I will definitely use Casteel in the future. They also offer a military discount although their prices are very reasonable.

Court I.

04/11/2019 12:00:00 SA

We bought 4 A/C units from Casteel last summer which totaled around $50,000. Since those brand new units have been installed, we have had more AC trouble in less than a year than in 8 years with our older units. Their service technicians are always late. When I call Casteel, I could be on hold for over 15 minutes at a time. I'm always speaking to a new manager. When I tried to rate the service technician on their own website, his name wasn't even an option on the pulldown menu, which in turn won't allow me to leave a review. I'm not one to leave reviews, but I've decided to start after dealing with Casteel. Do not use them. Overpriced and constant, constant problems. And as well all know, it is very difficult to rearrange your schedule to be home for a technician during the week, and then they are running an hour late. Not ok.

Sarah Y.

6/26/2020

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 COULDNT 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!!!!

Julia F.

12/30/2017

Asked them to come and do an estimate for a whole-house generator. Mike shows up late, and is sick. I mean, really sick. Why is he at my house?? Then I hear him on the phone and it's clear he does NOT know what he's doing (the guy on the phone was pretty much doing the estimate). Then he lets one of my cats out (after I specifically asked him to be careful not to do that). I chase the cat down, go to bring him back in, and said please finish what you're doing, I'll be inside. Never heard from him (he left) and never heard from them with an estimate.

Scott C.

2/13/2020

Left me high and dry. Called for service. Explained what my problem was and told someone would be there between 7-9. By 9:00 no one shows up. Called back. Put on hold for 12 minutes. Hung up and called back. Then told someone would be there no later than 11:00. Got a call at 10:00 said he would be there at 11:15. He asked what my issue was, after I explained again, he said he couldn't come out at all! Called main number again and told they couldn't send someone. No manger to speak with, no way to connect to dispatch, he couldn't forward me to anyone and he couldn't get someone to come. He said the soonest anyone could be there was noon the next day. Seriously, what kind of business are they running over there? To me, they proved to be unreliable and untrustworthy. I recommend you try to find someone else.

Kimberly R.

3/28/2016

Steve came to assist at my house. As a female, I sometimes feel that service providers are talking down to me or taking advantage of me. That was not the case with Steve. He was professional, informative and very helpful. I would recommend Casteel! They even have Saturday appointments.

Simone W.

04/11/2017 12:00:00 SA

We are very pleased with the service we have received. Called at 7 a.m. Regarding a plumbing issue and a few hours later the techs arrived. Friendly, professional service and reasonable pricing - we are new to the area and could not be happier.

Rene M.

05/02/2019 12:00:00 SA

I've been running my A/C since February this year....cool and comfortable! Mid April, I happened to be outside and notice the outside unit turning on (3 seconds) and off repeatedly. A neighbor gave me a solicitation letter from Casteel. $39 Spring Inspection - Money back guarantee if system fails all summer. Sounded great to me. I called, they couldn't get to me until May. I didn't want to wait, so I agreed to the $89 service/dispatch fee. Wilson came out 8 a.m., worked on cleaning my system (upstairs and outside) almost $800 (one new part included). HOURS later the outside unit was quickly turning off and on. I called Casteel, tomorrow was their best. Jermaine arrived mid afternoon, found system low on refrigerant...should be working fine. A week later, it's hot in my home...Called Casteel, Ray came out. Breaker tripped. Should be fine. Probably got water in system when cleaning and tripped breaker... I reset the breaker no less than three times that evening. Called Casteel, sent Paul. Paul says I need new A/C, repairs alone will be $3,700 and another failure is imminent. Suggested a designer to quote me a new system. Mine is less than 10 years old.... Joseph came out and said a new system will last me 20 years for just $10,000. I got a second opinion! System is working fine - no problems detected. I have requested their Money Back Guarantee - No questions asked. My system has failed THREE times in less than two weeks - and we are not even talking about the inconvenience of being available to Casteel to work on my system .. Wonder how long it will take to receive a REFUND.....?

Nan M.

7/23/2019

Casteel (Brian Turner) did a great job replacing my hot water heater and one toilet. He was very professional and pleasant. He took the time to show me how the system should be maintained and how the system operates. I strongly recommend Brian and Casteel.

Nan M.

Tony S.

10/31/2018

Since my last post the customer service rep contacted me and explained their training and warrantee etc. She also refunded me the charge for installing the igniter, in full, without my asking. I thought this was very fair and I would like to raise my two star rating to a two and a half, however that option isn't available.

Ena L.

10/02/2019 12:00:00 SA

it is extremely extremely expesive he took 3 min to clean a drain and charged me 307 dollars for that. terrible.

Herbert M.

02/05/2022 12:00:00 SA

RUN AWAY!

I used to be a satisfied customer, but have come to regret my loyalty.

Had a system fault. It happens. Tech showed up. Said main system board failure. Quoted by an estimate of $3,998 and change to repair.

Called the company that installed the system. That tech showed up and spent under 5 minutes to inform me the system was now fully operational.

To add insult to injury, the tech slipped a $10 Misc charge onto my invoice I failed to notice. It was not explained and makes no sense to me. This is for a 10-year customer WITH an annual service plan.

Not sure what has happened to this company, but they screwed the pooch on this call and with this customer. I hope they can straighten themselves out, but it will probably not be with me as a customer much longer.

Goran D.

10/05/2016 12:00:00 SA

I just called them to come out to my home to do repair,
Lady told me the service call is $71.
Then when I start setting up appointment she said that price for service call it's $89 now .
I don't understand how fast price changes.
Then I just told her no thank you I will find someone else.
I just didn't like the fact the price change in about 5 minutes that much.
didn't work for me .

Jose L.

6/20/2019

I am very disappointed of this company because how expensive their repair service. A quick 15 minutos that took to replace my AC unit capacitor translated in a $272 bill. A simple device that cost around $40.00 I was charged $233.00 and the diagnostic charge of $89, minus $50 coupon. Lesson learned, before hire a HVAC company, I'll do my homework and I'll get several estimates

Kathy T.

11/21/2020

I made an appt for $59/29 special months ago. They were to come between12-4 on 11/4. Around 2 pm I called to make sure I was on the schedule for that day. I was told yes. No one ever showed up or called to explain why no service on that day. It is now over two weeks later and still no service or explanation. I will never call this company again for any kind of service as company is unreliable and do not keep their appointments.

Drew S.

05/09/2014 12:00:00 SA

Very disappointed. First, I waited all day. They had a SIX hour appointment window and was still an hour late. I had to cancel my dinner plans. When he finally got there, no apology. He mentioned it would be $80 for him coming out (higher than other companies' fees). He proceeded to test the Freon level. It was low and we had a leak somewhere. He was not going to do anything else; he didn't even go into the attic to look at the system. I asked if he could at least look for the leak so I would have a diagnosis. He said his leak tester was broken, he didn't have any Freon, and he had been working since 7am (he obviously didn't care to do any more diagnosing). I just stared at him, in disbelief that this is what my $80 got me. After much hesitation he finally said he would waive the $80. That's the only positive thing I can say about it. I would not recommend this company.

G G.

02/12/2016 12:00:00 SA

We had work done by Casteel on 2/9/16. We are happy with the service provided and will be recommending your company to our family and friends. This is our first time with a Trane product.

Joe B.

6/27/2016

I've heard of being busy, and I'm glad the company is doing well. However, I called at 9:45AM on 6/27 asking for a service call on a unit. Now, I never did say whether it was for a routine PM or a broken system. However, I was never asked, either!! I was simply told that they were scheduling for July 7; ten days out. Wow! Sounds like someone needs more capacity!!

Lynn C.

03/10/2017 12:00:00 SA

I paid over $2400.00 for electrical work and for what I thought was a full update on my house. I explained that I wanted my house up to code and that I was putting it on the market. Well the inspection came back and I must have just gotten bent over because the report cites neutral bundles wires in my panel, motion light and several dead outlets. I have been back and forth with email, then with the technician, then with someone named Rick and now it's just a nightmare. I guess now that they have my money, they're laughing all the way to the bank. Be very careful what you agree to pay and what they actually provide in service. just wow! smh

Ronald S.

6/14/2023

Bought a new heating and A/C system from them last July. After over 20 service calls it looks like they have finally got it to working correctly. I wish I had the time and space to list everything out that they had to come out and fix, repair or replace in the last 10 months. Just to give you an idea. Tech stepped on air filter, crushed it and put it back in. had to call for service due to air not blowing, 3 times for condensation shutting off A/C. It took multiple times to quite down the A/C.
After the last repair I got a call from their customer service rep. following up on the service/repair they did. She stated that she would be following up with me for the next 3 weeks to make sure everything was good. Not one follow up call!

Angela M.

8/20/2019

Casteel heating and air,is a great company.
Very professionally and they always wear their uniform.
And you can get texts or emails to find out when the service guy is coming.
To my opinion is a company that I feel I can trust.
I highly recommend this company.
You can even get a picture of the technician that is coming to your house in advance.
That's pretty good because then you know who is coming and how the person looks like.

John C.

7/16/2020

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

Jonathan H.

7/22/2019

The light fixture in my bathroom burned out and this is a rental property so I needed to get someone to the condo ASAP.

Within 48 hours of contacting Casteel, they had a technician (Henry Henderson) at my property. And this was on a Saturday!

Henry did a great job explaining my options, and by mid-afternoon I had a new light fixture, new switch and new breaker installed.

On a side note....I love that you get a text message with a Track your Tech link so you can see precisely when your technician will be arriving.

Casteel is my go-to for hvac, electrical and plumbing.

Tawanna M.

5/17/2020

I initially posted a low review due to concerns I had with the communication. In all fairness, mistakes and oversights happen in any business. I have to say that once I left a message regarding my concerns, I was immediately contacted and a refund was issued along with sincere apologies. Notwithstanding the initial problem, The community service was surprisingly efficient and effective. I applaud Casteel's efforts and would contact them again, if needed.

Aimee B.

10/22/2018

Tried to call today to get an appointment to have my HVAC looked at. Couldn't get through the phone lines, was just kept on hold. While holding, I went on their website and saw you could make an appointment that way so I did. Happily they had an availability tomorrow morning! Excellent! My house is freezing!
Got a phone call back about 30 minutes later saying I could have an appointment in 3 weeks. No, I told them I booked an appointment online for tomorrow. She says the online booking system isn't up to date. For a company the size of Casteel? Why isn't it up to Date? If not up to date, then the availability to make an online appointment should be removed. Poor service. Said no thank you to the 3 weeks.

K P.

09/09/2021 12:00:00 SA

I write this after having 2 HVAC units installed. The top floor unit required roofers who unfortunately grabbed on to our gutters to while working and prevent a fall. While we are happy that he was ok - there was significant bending and movement of the gutter away from the house exposing us to potential water damage. I called both manager that we worked with to inform them of the issue. A roofing company called to ask if anyone had arrived to view the damage. They never showed. I called Casteel back multiple times. Then the work failed city inspection because of the electrical voltage. After many calls - still no address to the very evident roofing/gutter damage. The repair work was done for the electrical power match to the new unit but no repair of what they have damaged. Very frustrated. I expected better service. I have spoken at least 5 people about this issue and STILL no substantial effort has been made to remedy the issue.

Crystal J.

07/03/2016 12:00:00 SA

Wonderful! Wonderful! Wonderful! Is the only words I can describe how Casteel treated me today. My condenser in my air conditioner went out on Sat so I called Casteel to set up a service call. The CSR was polite, understanding & thoughtful. Today the CSR called again to let me know that Tim my technician was on way. Tim introduced himself, diagnosed the problem, & had my home back cool again within an hr & a half! This is the absolute best service company I've dealt with & their prices are fair too. They gained a loyal customer today!! Awesome job Casteel!!

Kelly C.

09/01/2022 12:00:00 SA

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!

P J D.

09/08/2017 12:00:00 SA

Jason was a very good friendly knowledgeable technician. I recommend him. Service is very expensive but good.

Jamie N.

05/01/2019 12:00:00 SA

So our air conditioner, and furnace, all went out in the last six months. You know that's a big payment each month, but we should have a new system - Casteel installed. Last week it stopped working, someone came out next day and told me about all sorts of installation issues made, but he fixed them. It's not working again today. We called them and they can't get someone out here until Wednesday and the only person available today is their dispatcher, despite advertising as always open. I depend on this page for so much advice and recommendations.... want my neighbors to beware this place.

**Update: had someone out again, found a leak, said office would call me but office did NOT. Called them back two days later and got someone out today who says he's repaired the leak. So - they're following through, I hope it's working, but with someone at the office would've picked this up instead of having to follow up on my own.

Phil H.

5/31/2020

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.

Uga P.

7/20/2023

Our AC wasn't working (and it was 90 degrees in Atlanta) - Chris Goldston came out from Casteel, accessed the situation, worked really quickly to get it taken care of (it was clogged and our float switch? was engaged). He flushed the lines, took pictures inside and out for me, of him flushing it, and was in/out in 20 minutes. Our AC is on and it is nice and cool!!

Dee J.

5/21/2021

If it were possible to give less than 1 star, I would. First, you have to jump through hoops with calls being transferred multiple times just to make one appointment. It applies to repeat customers, too. Then if you don't answer the technicians phone call when he tells you he's on his way, he canceled your appointment. Did you ever stop to think that perhaps I might be on the phone or just can't answer? Then, on other occasions when they do arrive, the technicians are snarky.

As I need a replacement equipment, I thought I'd give them a second chance. Again, the front office circus ensued. Even though the website says Book Your Appointment Online it does not function like the two other companies I worked with for competing estimates. In those cases it took less than two minutes per confirmed appointment. Instead, this is simply a request for an appointment. About 30 minutes later, I got an email saying we look forward to your appointment. It was great speaking with you even though I hadn't spoken to anyone, nonetheless confirmed an appointment. Then, when they did call three hours later, one person confirms the data that you've already submitted online before being transferred to another department to actually schedule the appointment. After being put on hold for 10 minutes before speaking with anyone, I hung up. Why do they bother calling you if they are not prepared to speak with you? As a paying customer, my time is more valuable than theirs, but the inefficient processes beg to differ.

It's not worth the frustration. Many companies jump through hoops to make clients happy and for better prices. Look elsewhere. Save yourself the headache and 10 minutes on hold.

Al M.

12/07/2017 12:00:00 SA

After receiving a coupon in the mail from Casteel purporting a Complete Heating System Cleaning for $59, I was justifiably skeptical. The fact that I received the coupon just a couple of days before the offer was due to expire raised another concern. I called to make certain Casteel's definition of a complete heating system cleaning included the furnace coils and the blower fan. As I suspected, the $59.00 lowball price didn't cover the complete cleaning of these essential components. The very friendly Casteel phone representative informed me the price for these additional services would require me to pay an additional $750.00 to over $1,200.00. I went elsewhere to have the work performed.

Steve W.

4/26/2017

Had two different techs come out two different times; both super friendly and seemingly honest guys. Both told me the same thing- whoever installed my units failed to properly mount the TXV sensing bulbs to the line. They even showed me pics of them from their phone. They then explained how that can cause a ton of problems and wreck a system. Before they could look at anything else, these needed to be addressed.

Wanted $170 to install both - which amounts to a piece of insulation and a few zip ties. I went up and looked at the unit - one of the bulbs was pulled out and exposed from a cut piece of insulation wrap; indicating it was properly installed and someone removed it from the line.

Speaking of insulation and zip ties, I had the installer come out and look at the system afterwards (it's only 2 years old), and they found 3 cut zip ties and another piece of insulation behind the furnance of the other exposed TXV bulb. Again, indicating someone intentionally removed it.

Given these events, it seems reasonable to me that these Casteel techs intentionally created a problem to fix for a fee before even looking to address the actual reason(s) why my ac wasn't running properly.

I can't prove Casteel deliberately did this nor did I give them any of my money. Just wanted to share my experience with them.

Billy M.

9/30/2020

I used this company 20 years ago and they were great. They are not the same company. They tried to scam my elderly mother into spending $4000 for electrical work for a new a/c. She paid around 8000 for the unit and they said she needed a new circuit box and per permit smoke and co2 detectors. $1600 for in line detectors. Fire Marshall said that was untrue and that price was a scam. Luckily we were able to cancel the electrical work but the ac unit was already installed and running. So either they lied or installed a dangerous unit as well as take advantage of an elderly widow. Disgusting. And $8000 for an a/c on a tiny single story ranch?

Greg S.

10/20/2017

I have used Casteel for many years. Cole came to do my fall winter service. He was on time, courteous and knowledgeable. He even answered my questions about using a NEST thermostat. I appreciate the service I receive from the staff at Casteel.

Tom P.

03/03/2017 12:00:00 SA

Casteel quoted me thousands less than Snappy Electric (Snappy Services). If it wasn't for Casteel, I would of spent thousands in un-required repair/updates.

Bob H.

3/30/2022

Granted, they were prompt and efficient. I just think that charging us (seniors) $206 for a gas water heater relight which took all of 15 minutes was outrageous! And, to add insult to injury, I was not permitted to speak to a manager about it. So long, Casteel.

William M.

7/17/2023

We had the pleasure of using Casteel for an air conditioning problem at our Marietta business. Despite other companies not responding to our calls for assistance, Casteel responded the same day within hours. Samuel their experienced technician was fantastic, from explaining each test he was performing to providing important details about our system ,he was professional, knowledgeable, and most of all Honest with his evaluation and conclusions.
Based on this interaction with Samuel we have also requested Casteel to install a new system and to come to our home for an electrical issue. Samuel is truly an assest to this company and demonstrates the high quality of personnel employed. It was based on his service and demeanor that we are going forward with Casteel for all our future air conditioning and electrical needs. This company is highly recommended.

Seth L.

09/06/2020 12:00:00 SA

I used to be with Knight heating and air which closed so I thought I would give these guys a shot. They are rip off artist. Estimator came out to assess my humidity problem, and told me I needed an 11k plus dollar unit to fix it. The gentlemen didn't even want to quote a whole home dehumidifier which is what I needed...and gave me the run around about how my current unit runs on r22 which they don't have anymore....well a quick search on eBay and it turns out I can get all the r22 I want and these guys are liars. Another company installed a whole home dehumidifier for us for less than 3k dollars and we are now comfortable. Beware of this company!

Bruce T.

10/27/2017

Michael was awesome with his knowledge and help with what we needed. The crew was here right on time and ready to go. They worked hard all day for us to make sure everything was correctly installed and working to our satisfaction. We had a hiccup with installing the 5 inch filter. It was because the area where my system was did not allow for the extra space. No ones fault. Michael came right away and gave us an option that would work with our 1 inch filter that was a great upgrade! We are extremely happy and will use them for anything else I need in the future. The owner even emailed us to make sure we had everything we needed and would answer any questions we had. That is the way to do business!!

Biren C.

3/28/2020

We have a fairly new home. Unfortunately our builder was terrible! After multiple attempts to fix a tankless water heater, we decided to have Casteel install a new one. Not only were they competitive in price but, their technicians are simply amazing! This is a shout-out to Kevin P.!
We're enjoying the new tankless Navien water heater.
For any Electrical, HVAC or Plumbing needs, my 1st call is to Casteel!

Kelsha A.

5/21/2022

I had an issue with my AC. They came as promised and did good work. My rating is based on the charge. I paid $798 for 2 lbs of freon, maintenance cost and fast charge. I checked and $556 for 2 lbs of freon is way too much. If I am wrong, please let me know. Otherwise, I will never use them again.

Gary M.

5/13/2018

terrible service called last night around 8 they said they could not come till today between 10 & 2 no show no call called back at 3 she said she was not able to get in touch with a teck and she would have someone call back .did not call back

Joseph K.

09/05/2018 12:00:00 SA

I rent a home in Smyrna, GA. Since the warm months came there had been something seriously wrong with the cooling system. ($300 power bills and a hot house with an A/C that never cuts off) I contacted the landlord, who then reached out to Casteel, which is the company who installed the system in 2012. The first tech came out: He was super friendly, and spent a good deal of time inspecting, cleaning and recharging the system...finding no major issues. We were happy.

Unfortunately, the problem continued. On one very hot evening, me and two 'knowledgeable' friends went into the stifling attic to see that it was running properly. We ended up finding that there was a secondary (hidden) filter BEHIND the normal return filter (still no way to access it really - even to change it) because when they installed the system they legit cut a hole in the side of the unit upstairs to accommodate an additional return (big no no) that was pulling air from the hot space of the attic. Not sure how the first tech missed this. I called Casteel again and they sent someone out pretty quick (on a weekend actually), whom which I shared what we'd discovered. He agreed that he wasn't sure how the previous tech missed these issues. He fixed the issue of the return, but only offered a complete rebuild on the other issue. Can't say I'm super happy with the service, and I'M THE RENTER. System is still not right, but it's livable (do not want to overburden my landlord). Overall I can't say good or bad because they installed it (incorrectly I assume), came out twice, and there's still an issue, but their customer service was ON POINT.

Paul S.

7/14/2022

From our first contact with Rudy Balderas to the final goodbye of the techs George and Matt, there is not the slightest negative of any kind to speak of. When the Sandy Springs inspector came. I walked through the inspection with him. It was a delight to hear him call out all of the items he
inspected and how totally correct they were. That left me feeling even better than I was.
Paul Samuels, Poet, Author

Melissa O.

5/14/2021

Casteel responded very fast! I called for a spring service and within 24 hours I had an appointment for service. The technician Paul did an inspection of the equipment after turning on the air and hearing a loud banging noise. He took many photos and showed me he found too many issues (left by previous companies) to proceed. He advised looking into a replacement and in less than 24 hours the Casteel salesman Bryn came. He thoroughly explained my choices and understood the urgency to get it all done before the outside temperature is in the 80s. I'm so happy I won't need air conditioning during these cool days giving them time to remove my old HVAC equipment and installing a new more efficient one.

My ductwork was original and had wrapping that contained asbestos. Bryn sealed it last night to protect the workers while they removed it all this morning. I ordered a high efficiency Lennox with a variable speed. Casteel gives a 10 year warranty on the entire system and with my good credit I was able to get it financed entirely at 0% interest with nothing down plus a $700 rebate. YAY!!! Long over due and happy to be rid of leaky ductwork, rusted parts, and even some mold/mildew.

Darrell M.

9/21/2022

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.

Jason D.

5/18/2016

Great customer service, honest and fair service advice and pricing. Nick got me all fixed up and AC unit is running great. I found my hvac company, no need to go anywhere else.

Vernon D.

01/01/2023 12:00:00 SA

Casteel was able to fit me into their schedule during a week many were dealing with broken water pipes, due to sub freezing weather. Jamie Chavez and team arrived on time, quickly and skillfully dug the trench, then replaced my outdoor water line. They refilled the trench and finished it to perfection. I have been a Casteel customer for many years, and it's because of skillful technicians like Jamie that make them my first call for home repair/maintenance/emergencies. Thanks again Jamie!!

Jocelyn D.

11/15/2022

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!!

Kim B.

8/22/2019

I feel Casteel Heating and Air is a great company. They are very prompt when you call to schedule an appointment. The employees I have worked with are very professional and knowledgeable. Also when they let you know the serviceman is on the way they send a text with his name and a picture so you know whom to expect.

I do feel they are a company you can trust and feel comfortable with them servicing your home.

Carmen O.

6/27/2016

Over the winter, my husband was out of town and our heater went out. Looked up yelp and decided to take a chance. They are wonderful! They came to my house within a few hours, found the problem (and showed me!), and repaired it same day! They were extremely professional and respectful. Also, my father-in-law is a home builder and he thought they offered a fair price for the repairs.

I'm about to call them again because I think my air conditioner is out... it's nice to know exactly who to call in these situations.

Yulonda B.

10/10/2016 12:00:00 SA

Thank you to Casteel for your wonderful service. Everyone was extremely professional and provided outstanding customer service. From my initial call to the complimentary estimate visit by Matt, the repair and replacement work were all done in a timely and affordable manner. I have two units. Casteel was able to repair one unit and replaced the other unit. I highly recommend them should you need work on your air and heating.

Kasimir G.

8/17/2018

Be warned: the tempting $39 cost to visit is literally just a fee for the driver showing up. No diagnosis or work will be done, and then they will try to tempt people to pay a hefty charge above other quotes because you're already committed by $39. I paid $39 to get a quote for $300 to diagnose, not even fix, a faulty light switch. The competitors all quoted from $150-250, but that's a real cost and not a hidden cost. I would seriously avoid this company, the cheap price is a tempting lie.

C B.

12/15/2015

I am sure this company is a great company and I know most folks only review companies that they have had a bad experience. I want to help this company improve by posting this review.

I called Casteel to replace my flex duct using material that I purchased for the job last winter. Strange request I know, but the person at Casteel checked with the manager and said, yes, they could quote me on that...and they scheduled an appointment. Consultant came by and did not understand the deal. He said he would check to see if their company would do a labor only quote. (again, the lady at the office checked with her manager and said yes). He acted as if I were crazy and that the lady on the phone may not have understood my needs...(no, I clearly explained the deal and she even had to ask her manager). Anyway, consultant said he would get back to me with an answer...and a quote if they could do the job. It has been a week, and no answer. Reliable Heating and Air is here today and they are on board with this labor only deal...with a smile. I understand if Casteel didn't want to do the job, but why say they you could when you can't..and waste everyone's time? Again, I'm sure they are a great company...they just need to understand customer's needs and then follow up a little better.

Nathalie B.

9/17/2019

I've has the misfortune of having several plumbing issues in the past 2 years. By the grace of God Casteel has helped me to value good service and quality. When you call customer service there is always a friendly helpful agent available.

I've worked with some great technicians. They are clean cut, respectful, considerate by keeping their boots covered, professional experts. They work with integrity and show you things you wouldn't be able to see possibly. Also I appreciate the explanations and advice. They will work with you and the job will be done right the first time. There is no other for our home needs. Thanks Cody and crew.

Sam M.

9/16/2016

Jay our electrician was awesome and knowledge installing our ceiling fans. Service was professional and cost was commensurate with the market. I'd recommend them.

Matthew L.

12/26/2022

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.

Terri B.

04/09/2016 12:00:00 SA

We are extremely pleased with the entire process from the moment Eric came to evaluate our old systems until the final paperwork was processed. The installation crews (Jesus, Larry, Duane, Jean, etc all) were personable, professional and considerate. We obtained three other bids from well known HVAC companies, theirs was the most detailed, easiest to understand and due to Casteel's reputation, our past experience and their willing to accommodate our individual issues, we chose them.
Thank you for making a HUGE investment as painless as possible

M C.

7/19/2012

We made an appointment online first and no one confirmed. Of course no one showed up that day. We gave second chance which we made an appointment over the phone. 12pm-6pm we waited 6 hours and still no one showed up.

Celena M.

8/28/2015

Jason did a great job getting our ac working at my job. He was thorough and had great customer service. He explained everything from the work to the pricing. This was my first experience with this company and Jason's great smile and customer service really left a great impression and high standard of what to expect from Casteel Heating & Air. Thank you Jason!!

Alyson S.

07/09/2022 12:00:00 SA

The Google reviews are either fake or from years ago. If you call for service I guarantee nothing will be fixed for you but the sales person will be at your home the next day for at least an hour. Pick another company that is trustworthy and has a better BBB rating.

John B.

5/13/2019

What a joke. I called to try and get a quote for some plumbing work and they want to charge me a dispatch fee in order to find out how much it will actually cost to do the job.... That should be part of their cost of doing business. If I'm interested enough in their service to make the phone call, they have a live customer. All I wanted was a quote. Too bad for them.

Bob B.

07/10/2012 12:00:00 SA

AC unit out, 100+ degree days, 90+ at night and they say they can't send anyone for nearly a week? WHAT A JOKE! Honestly, if they have that kind of attitude.. they do not deserve my or anyone's money!

Julie O.

08/04/2022 12:00:00 SA

This company is absolutely ridiculous, I had scheduled to have my HVAC cleaned and maintained. This maintenence was to prepare for the beginning of the summer season, and we're now in the beginning of August and they're canceling yet again. Why would you call 30 minutes before my scheduled time to cancel and reschedule. This was not only done once but yet two times. This is NOT how a professional company should work. No consideration for the client and there time. I would NEVER recommend this facility to do any type of work on my home or business.

Rodger S.

1/22/2016

Been on the Casteel service plan for about a year and been incredibly impressed. Granted, I feel that HVAC companies are one side or the other, I've only had good experiences with their service. I found them when on Yelp after researching companies to come look at the system in my new house (new to me, 9 years since it was built). The tech did a great job, was reasonably priced, and asked if I wanted to sign up for a service plan, I hate being sold.

I signed up, it was reasonable and came with discounts and priority service in an emergency. They have been back twice for routine service and it's been a pleasure each time. They contact me when it's time for service, their staff is friendly, and the techs are always good. Jason visited yesterday. Professional, knowledgable, and efficient. I'd recommend them to anyone as a typically skeptical consumer. They will tell you about things that need to be fixed but I trust their recommendation.

Edwin C.

02/11/2020 12:00:00 SA

Thank you Cole and Casteel for the great service I was given both in August for my A/C unit and this month in February to look at my heat. I will be calling again to have my water heater serviced and have my ducts cleaned. I recommend Casteel for all your A/C, heat, plumbing and electrical needs.

Nicole S.

3/24/2016

John and his training partner were great. They were friendly, knowledgeable, and quick to aide. I would recommend them - thanks! Casteel also offers 12 months interest free financing which was a great relief to us when we had to replace our hot water heater.

Linda D.

7/13/2020

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!

Joe G.

8/18/2018

I read the great reviews Casteel gets, and I have used them a few years ago and was impressed. My A/C wasn't cooling. Tech came out for the $89 service visit. He was very informative and told me a lot about my system. Also told me that to find the source of the problem a leak check would need done, and if the problem is found during a basic leak check it would be free, but if it required a more in depth leak check charges of over $200 would apply. He said I was about 3-4 pounds low on freon and that would cost about $400 in itself. Yes, this is the company whose jingle on the radio says Casteel comfortable, you won't pay for freon. Keep in mind he just told me I was low on freon, he didn't leak check to accurately diagnose or tell me what component was leaking. So after the tech left I basically paid $89 for him to tell me my system wasn't cooling, basically telling me what I already knew. So I thanked the tech and got other estimates. Every company I called said that the basic leak check is included in the service charge fee, standard. I called Casteel and asked why they don't provide the basic leak check with their service call and was informed that they, in fact, do include that. I told them a basic leak check was never done and referred them to the invoice that clearly stated it had not been done. They assured me that it is protocol and should have been accomplished. So I asked if I would be refunded the service charge seeing as the leak check wasn't done, and my system was not diagnosed. The girl on the phone said she believed I would be refunded and emailed the service manager to accomplish the refund. I get a call the next day saying the charge would not be refunded, although I got the service manager to admit on the phone that protocol had not been followed and I did not receive the service I paid for. I told him I did not want to argue about $89, but it is about principle. I gave him 2 choices; refund the charge and obtain a customer, or keep the $89 and lose all my future business. He chose the latter. So Casteel, before you respond to this review with your canned response of provide us with more info so we can fix this, re-read that I already gave you that opportunity and my name is attached to this review so you have all the info you need to find me. And on one side note about the free freon that was gonna cost me $400; I did some research. The free freon promise was made by the Casteel family. I read their free freon promise in an article written in March 2107 in which they state there are NO catches or loopholes. All freon is free. They had purchased an abundance of freon, had it stored up, and were not charging customers. They meant it. However, Casteel got bought out by a company called Horizon in July 2017. Now the free Freon is limited to 1 pound if it is a system they are installing, not for repairs. Not what the Casteel's promised or what the catchy radio jingle says. So this company that worked so hard to obtain trust and a great name are now Casteel in name ONLY. Funny that all the negative reviews started around July 2017. And BTW, my system was repaired by another company for a total cost of $300. $100 less than Casteel, er uh, Horizon was gonna charge me for just the free freon.

Julie M.

8/20/2019

My oven needed an electrician to check that it was receiving power. Casteel's technician arrived promptly. He pulled the unit out of the under counter cabinet and checked for power. It had it, therefore the oven needed repair. When I went to pay him, he surprised me by saying there was ,no charge! I kept insisting as I know most companies charge a service fee. He wouldn't let me pay. Needless to say, I am sold on Casteel!

Zaria M.

8/18/2022

ripe off !!! use reliable heating . this company sent a tech out to my home charged $500 and did not fix my issue WHICH HE SWORE IT WOULD . I REQUESTED for management to call me and still have yet to hear from anyone. quick fix is what they do and charge twice as much as other companies !! save your money !!!! I plan on going to every social media outlet every outlet that allows me to leave a review until I get a refund . and I am a social media influencer with 75.9k followers I will out this company FOR POOR SERVICE AND MONEY HUNGRY TECHS

Ron F.

4/30/2023

I applied for Casteel to contact me about replacing my water heater. They called at 7:30 AM Sunday morning. I explained I was not happy with the TOO EARLY call. The representative told me Casteel is open 24 hours a day (which does not make it better for me to be called SO early). The representative asked me if she could call back later. I said Yes. She never called back so I called Casteel around 8 PM. The new representative was polite and professional. I was told they would charge me $89.00 to send out a plumber to give me a quote. I already received a quote from another company without having to pay for a plumber to come out for a quote so Casteel loses any chance at my business.

William M.

5/30/2016

The technician was very friendly, knowledgable and went above and beyond to help solve the problem. Definite win.

Chris C.

08/12/2013 12:00:00 SA

Casteel is no longer reliable. 2 Trane units purchased and both have had issues and Casteel doesn't make it easy to honor warranty. My 8 month old Trane AC has a bad fan motor. Technician came Saturday and said the part would be ordered and fixed on Monday or Tuesday depending upon it being in stock. On Monday at 4pm I learn that it will take 2-4 days for part to come in and if I want it expedited it would cost me additional money. I asked what they mean by additional and they say it may not be covered by warranty. I had to explain that the unit is new and under warranty, the parts girl said she would look into it and call me back. After not hearing from her I call back and she left for the day. So tomorrow will be my 4th day without AC, it is 95 degrees in my house and Casteel isn't living up to their promises. If I could do it all over again I would use a different company, unfortunately I am locked into Casteel and their crappy service.

Zoe M.

7/31/2015

on time, did a great job for us and would definitely use again
great people and responsive customer service

Liju L.

03/12/2022 12:00:00 SA

Called for a repair of our furnace. Took out a lot of things to explain why I needed a new system. Quoted $4500 for a repair and sent someone to quote a new system which was over priced too. I got the repair done by another company for $200. Do your research and ensure they don't over charge / quote you for the work.

flimflam m.

6/20/2013

John, general manager of Casteel's new plumbing division, did an excellent job. My water heater was rusted out, wouldn't light, was installed in a hole (not up to code). He looked around my house, found me the best solution, and stuck around til after 9pm to finish the job so i could have a hot shower again. It was $2200 for the new water heater, relocated from the hole under the house to the garage, with a new lines run and a new exhaust installed through the roof, but I feel it was a quality job, great customer service, friendly and efficient.

Joshua S.

1/16/2017

Because I had heard such great things about Casteel, I was eager to try them, and I was not disappointed. I needed them to fix a public toilet in my office. My whole experience starting with the scheduling was great.

Brian W.

08/12/2021 12:00:00 SA

Great service technician but terrible support/backroom staff, process, web site. They asked me to review the tech, I choose Casteel web site, then I was asked to page through 20k employees to find the tech, a chat window opened up and I explained the issue to her and she said she can help me with HVAC, then I called only to be told no one who supports their web site can be reached and there were no supervisors available. The web site starts out with the tech's first name but there is no search function on the next page to select him, just look through 20k employees, there's text for a filter but the filter below it is about other peoples comment and the state button doesn't list any states. A real Cluster f... and I wanted to give the tech a great review but Casteel can't be bothered.

Aaron T.

11/17/2021

First off I would like to thank Casteel For sending Jose Cano, he was very professional and gave upfront prices on how much it would cost to fix the faucet from leaking. Corrected the problem with no problem or adjustments of the price I'm extremely happy with the work performed. Would definitely recommend Casteel

Howard K.

05/07/2018 12:00:00 SA

They talk a real good one, people on the phone, salesperson, installers, all very polite and talk excellent service. I bought a heating unit and had it installed, and when I gave them the order I even got a nice email from the owner pledging great service.
Had the unit installed on Tuesday, (unit came with emergency service contract), on Saturday of the same week I called to tell them we smelled gas down there, they responded with we can't get anyone out there till probably Monday. I repeated that I smell gas in the basement where you did an installation this week, sorry probably Monday at the earliest.
In other words, we don't have a problem, we're paid, instead you have a problem, enjoy your weekend.
So don't be fooled by the charm or the wonderful presentation, when it comes right down to it, sadly Casteel is no different than many of the others, all symbolism, very little substance.

Olive C.

8/13/2022

I am so disappointed with this company. I bought a furnice and a new air unit from them less that a year ago. Today the unit stopped working. I called and got an appointment from 11-2pm today. At 2:40pm the tech was stil not at my house. I called and left a message with dispatch. It is now almost 6pm and no one called me back. When I called again, the mailbox is full. Is this no way to provide service. I know techs get backed up but someone should have called to explain the situation. Not good customer service at all.

TopCat K.

05/03/2021 12:00:00 SA

I reached out to Casteel to fix a light fixture at my rental property. They told me it will be a $50 dispatch fee that will be waived if I use their service for the repairs and didn't provide a quote but mentioned I could use the $50 coupon on Yelp.
The technician, Edgar, arrived and fixed the issue. Declined to use the coupon from Yelp. The tenant asked him to wait 30 min for me to call him back till I finish a meeting that I couldn't wriggle out of. The technician lost his temper, said that if he's not paid in 10 min, he's calling the cops and putting a lien on the house.

Extremely unprofessional behavior and not the kind of stress he should have put my tenant under. Rest assured, won't be calling Casteel in the future.

Bill M.

3/24/2021

I bought a brand new unit from them last year and now 1 year later they come out for service maintenance and instead of $77 advertised special they charged almost 250 to 300 but the guy hooked us up. Why do I spend over 6 K for you to charge me for everything on maintenance and then have to clean coils so much for almost $130 on a unit that is less than a year old!!

CSR was nice but if I could rip it out and leave on their door step I would. The CSR lady listened to me as I told her about what happened and asked for that guy to never come back to my house!!

Danetta D.

12/06/2018 12:00:00 SA

Yeah, No thanks. Casteel came out to work on a plumbing issue for me today and before the plumber even bothered to look at the issue he was already quoting me a $600 replacement and trying to charge me $217 just to look at the issue. He was very pushy about having me agree to the $217 before he would look at anything while trying to tell me he knew the adjustment to the PRV would not work and I was looking at a definite $600 replacement installation.
I told him I would just get a second opinion at that point. All the while he kept wanting to pressure sale me, while I kept telling I was not going to make a repair like that without getting a second opinion. He finally left.
I have another plumber coming tomorrow and if I need this PRV valve replaced I am looking at $295 total.

Jeff L.

08/07/2014 12:00:00 SA

I first called Casteel mainly because I found their name on the furnace of my Heating/Cooling setup in a Condo I'd bought at the end of 2009. The furnace died during the ice storm we had that January. When they were able to get to me they fixed the issue and signed me up for their bi-annual maintenance. (A/C in spring and heat in fall). They came out and did that a few times and seemed to do a good job. However the guy they sent to me in spring 2013 seemed to be doing high pressure sales trying to sell things I didn't think I needed. He also was a bit rude talking about my system and told me they wouldn't refill the freon in future. They then missed even scheduling the 2013 fall appointment and I let it go. In spring 2014 they magically found me again and I let them come out but asked that they insure the spring 2013 technician not be dispatched. The tech came out and just like the spring 2014 tech did a high pressure sales job for things I didn't think I needed (note that these were different items than the 2013 tech suggested which helped me to be even more sure it was just a sales pitch.) This tech then found things to charge me for that needed repair that I'm not sure did.
It is sad but it seems Casteel has put their service technicians on either a quota or commission so they are now more interested in trying to sell you products than simply performing the service for which they were scheduled.
Given that it has now happened 2 years in a row it is unlikely I'll use them again.

Robert P.

06/05/2023 12:00:00 SA

Paid almost twice what the going rate is for changing an A/C capacitor. They were fast, and I needed it repaired in short order. Won't use them again. Tired of getting ripped off. The dispatch fee of $89 is not credited toward the repair if you choose to go forward with the repair, very unusual. The Tech was very good, not his fault.

Keith S.

01/05/2017 12:00:00 SA

Worked with Kevin and Tony to service a rental property. They coordinated everything with the tenant, arrived on time, and engaged me upon arrival. Kevin quickly identified the issue as well as another downstream issue that would occur soon if not proactively resolved. Excellent communication to me and the tenant to ensure everyone knew what was happening. A great value and will be using again for sure!

T S.

5/28/2015

Tech came to my home because both units were not working. Was told main unit won't come on but can get upstairs unit working with new part and refrigerate. Paid $700 and sale person would come tomorrow to give complete quote on both units. Salesperson quoted $12k. Wanted another estimate so scheduled another independent person. He came and turned on main unit, didn't come on first time, remove cover, fan was stuck, cleared fan. Main unit worked instantly, paid $50 to tech. Called Casteel to complain, they insisted they will stand by techs and didn't offer refund. Now I don't trust the unethical practices of the company....DONT RECOMMEND NO MATTER WHO THEIR SPOKESPERSON IS!!

Angelo M.

12/01/2020 12:00:00 SA

Stay AWAY from them. They only want to sell you a new unit. 3 visits to 2 properties each time was told units needed replacing. Had second opinion and minor routine maintenance fixed the problems. Techs Chris and Raymond. Chris is aggressive with his tactics. Raymond turned the unit off in the attic and said unit needed replacing. Next company turned unit on and cleaned off a sensor. Works like new.

Anne C.

5/27/2019

We used them for our HVAC and were very happy. However, we had them out for an estimate on some plumbing work and they quoted us over 9k. We had one of their leading, reputable competitors come out for a second opinion and the quote was $4,500. That is an outrageous difference!

Alissa P.

9/27/2018

I may adjust this depending on what happens in the suture, but we have had Casteel out over 5 times for the same issue. The first time, I took off of work and the guy came and said we had a broken fan...fine, great, make another appointment. The second time, when he was supposed to fix it, Casteel sent him out with the wrong parts! Unbelievable, but ok, he said he would call them and make sure we were bumped up to first on the list because we were out of AC for so long and it was their fault for sending the wrong pieces, great. We get a call from Casteel to schedule and they say it will be another week!

After this fiasco, our AC, again, same unit upstairs, cuts out. We have a guy look at it, resets something, says it's fixed. A month later, again. Another guy comes out, last shift, says we have a full water pan. Fixes it and when we question whether there may be something else wrong because this seems to keep happening, he calls his shift supervisor. I was close by when I hear the technician say, I'm not doing a whole repair I'm trying to get out of here and go home. I am guessing the supervisor suggested to check something and he did not...because he wanted to go home....which is fine, but if it is your job to work till 9pm and you took the call, then you do your job. Unprofessional. Also, we paid $130 on top of that because it was outside the maintenance.... which they also forgot we got and never sent anyone out to maintain for spring..no one called, no one checked with us....we paid the $130 because they fixed a problem outside those options. Well, three days later, guess what? AC out again....then we called and they said well, if they find an issue, then you will have to pay for the service charge. Of course they are going to find an issue!! It is a matter of simple deduction that the water pump your guy did first because he didn't want to stay longer to properly diagnose the situation, isn't the answer and now there is something else.....if they make us pay again, I will definitely switch and I would suggest for others to consider someone else if you can. This company is one of the most unorganized and non-customer-centric I have ever worked with. Stay far away.

Carly A.

05/11/2016 12:00:00 SA

John @ Casteel and his trainer were great. The customer service at Casteel is wonderful and has been for years and this was another positive experience- it doesn't hurt that this was annual maintenance rather than major repairs!

Jerry W.

06/02/2020 12:00:00 SA

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.......

Sandy J.

5/21/2019

Very Disappointed and not impressed with Casteel Heating and air, after being a customer of Knight Heating and Air for over 20 years for my home,. I have used Knight for my business, my home and Knight serviced many of employees as well as my family.When Casteel bought Knight I recently had my first experience with a Casteel service tech. I thought he took a hucksters, approach trying to sell unnecessary service and unnecessary repairs. When I called to complain, I was told he was a supervisor, when I asked to please have his supervisor call me I would like to discuss..it has been over 3 weeks and NO PHONE CALL. After 2 decades of incredible service and no complaints where Knight was my go to for preventive service , repairs and purchase place for new equipment I am sad to say I can't support Casteel. I am involved in Snellville and alway felt comfortable reccomending Knight I can not support Casteel!!! VERY DISAPPOINTED
sandy@sandyjacksonassoci…

Joseph D.

4/16/2016

I had a bad experience with Casteel this past year and am shopping for a new HVAC Servicer as a result. Even though I paid Casteel for a one year service agreement, when I called them to report a problem with my AC late in summer, they wanted to charge me $100 for the service call (before the agent even drove out to my house). This is incredibly bad customer service. Since I am on a 1 year Service Agreement, the HVAC repairman shouild come out to assess the issue free of cost (especially since Casteel maintained the unit three months earlier and gave it a clean bill of health).
Eventually after submitting a complaint through the Casteel website, the DM called me and offered to waive the fee this one time
At my old home, I had a great service company named Comfortemp and they'd come out to check on the unit if needed free of charge. If a repair was needed beyond the agreement they would quote me a price, if no repair was needed, they didnt charge me since I was under the agreement.
Wish Comfortemp services way over here.

David N.

8/21/2019

Casteel installed an HVAC system in my home less than two years ago and I was completely satisfied with the sales person who came out and with the guys who did the grunt work. I even had them change out my fuse box for a breaker box and to install three ceiling fans. This summer, my less than two year old system started to freeze up. I called and they sent out a tech right away. This guy was very professional and explained some minor things about the system that I was not told when it was installed. He checked the system, reset some settings,changed a filter and said all was good. There was no charge for this visit. Three weeks later, same problem so I call again. Another tech came out the next day, very professional, checked the system, washed the outside unit, checked freon and advised that all was good. This visit cost me $178.00 but the system froze up the next day. At this point do I call Casteel again where I'll be charged another service fee or do I handle it another way. Other than this problem the company has acted in a professional manner but has not taken care of my issue.

Patrick I.

08/08/2013 12:00:00 SA

Service is good, WAY to costly for the repairs made. A $20 part and 15 minute install cost me over $200! Like I said, service was ok just too costly.

Stephen O.

01/10/2022 12:00:00 SA

Horrible company. Rip off artists. Stay away. Had a Reme Halo air purifier installed by them. Still in warranty when it stopped working. Tried to say they can't honor warranty because two small mounting screws fell out.

Sharon J.

9/19/2016

I've had Casteel to come out twice - once when I needed a new water heater, and once for the first time maintenance service. Both technicians - Tony(1) and Jim(2) - were not only PROFESSIONAL, but extremely knowledgeable and service oriented. I like to know what is being done and why and how, and can basically get on the nerves of people determined to get in and get out as quickly as possible. These guys were quick & efficient, but were able to school me on what I could do to preserve the life of my water heater and maintain smaller items myself.

Most of us who work in customer facing positions know how difficult it can be to juggle service, compassion, & fatigue. For these guys who are doing MUCH more strenuous work than I face on a daily basis, it good impression becomes a GREAT impression, because their attitude, patience, kindness were seamlessly blended with their skill and work ethic.

Thanks Tom & Jim, AND Casteel, for your good taste in employees!

Lisa M.

6/24/2020

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.

M B.

05/04/2017 12:00:00 SA

We had heard about Casteel through the publication which Cobb County sends out, the Verified Home Services. (We mistakenly thought it was Trust Dale, but it was not.) Nevertheless, we called them to get a price.

They wanted $39,00 just to come out for a toilet install, but would not apply the $39.00 toward the work unless it met 175.00. So, let's say I was charged only 170 for the install, I would then have to pay the additional 39 which would make the price 214 dollars. But, we didn't have to worry about eating the service fee because we were quoted a price of 250-480 for a toilet install. Unbelievable! The company we did hire charged under 200!

I am sure they are a reputable company, but this seems wrong. I believe they charge this fee because hey, everybody else in Atlanta charges the fee so why can't we? I wanted to try this company but not when they charge an arm and a leg. Not only did they lose us for plumbing; they probably lost us with electrical, etc.

I don't trust Cobb county's publication when it promotes companies too expensive for those on a fixed income. Instead of Casteel addressing the concern, they focused on the wrong publication. Hmmm

Greg R.

6/29/2017

Bought my a/c in the fall, good install everything ok. Service on time, still good. Called office for a thermostat question on Sat morning, Bobby said he was in the car, I suggested he call on Monday, he said he would. I sent him my contact info. No call on Monday, Tuesday, on Wednesday, I called the office, they apologized, would get call to rep and he would call ASAP. No call on Wednesday so I called back about noon on Thursday and Bobby called back. I asked my my question, got an answer but not much information. I thought follow up after the sale was important but he said he was busy. I've recommended them twice, but no more.
Greg R

Steve L.

2/27/2018

When I have a problem, I know who not to call... Well, I found myself in this situation with a water heater going out. I called Casteel & had them come out to give a price on fixing it.

They told me that I had to pay them $35 for the trip charge. Most companies that I've hired in the past would tell you that this amount would come off of the overall price if you have them to do the work. Casteel didn't tell me this.

I checked with a local plumber & bought a 50 gal water heater much cheaper than Casteel was wanting to charge me for a 40 gal. I also saved big $$ by getting a local plumber to do the job for me...

I think that I made a wise choice by not hiring these guy's and saving that kind of money. I had to pay their guy $35 to get rid of him after a high estimate but I can always use that kind of savings! :)

M. A.

5/20/2015

Our AC had been broken for months, and GA summer was upon us. After having had a terrible experience with one of their competitors (Reliable Heating & Air-- brought us the wrong furnace on installation day-- which was nearly impossible to schedule as we had to wait weeks-- tried to sell us the one they brought instead and then became exasperated with us when we insisted on getting the furnace that we had ordered), we called Casteel after reading their reviews. The initial ordeal was a blessing in disguise because Casteel was so great to work with from start to finish. Michael was accommodating, unassuming, mellow, professional and extremely knowledgeable. He came to our home the same day we called (even if it was late in the day), patiently answered all of our questions and passionately demystified a lot of the science behind the newest HVAC technology, was well rounded and honest with his recommendations, and was able to have our new HVAC system installed, without incident, three days later. Sean and his trainee, DJ, did the day-long install and were so professional and respectful of our space and family... It was as though they weren't even there! Sean explained out new equipment patiently and made sure all of our questions were answered. Overall, Casteel's customer service couldn't be better. I feel confident that our HVAC needs are in great trustworthy hands. Would recommend to anyone.

Israel C.

03/04/2021 12:00:00 SA

I called to get pricing for a two new HVAC units and they would not give me a ballpark figure without coming out to my home. Just needed general information and they could not provide it.

Samantha E.

11/19/2019

Casteel came out today to repair a ceiling fan that had dropped. It was a frightening experience. Once we explained that the fan was suspended 15 feet in the air and nothing could have happened to it in the years that have passed, they came out and secured the mounts and reinstalled the fan.

Now our living room is safe AND has a functioning fan again.

Thank you for the fast and courteous service call.

Aly N.

03/12/2023 12:00:00 SA

I had a great experience with Jeremy for my electrical work. I needed an additional camera installed and a couple of outlets outlets checked. My security system doesn't install high voltage despite selling the cameras (another story) so we had to have an electrician come out and find a power source for the last camera. Communication over the phone was great. It was easy to book and I received multiple follow ups. I received my estimate and moved forward with booking the next weekend.

Jeremy was very nice, courteous, and clear with communication. He was respectful of our home and did a great job. He gave us additional background information on why things would or would not work for the camera install as well as on the outlets. I appreciated having that knowledge shared with my family. Based on my experience, I would go back to Casteel and have Jeremy work on any other electrical issues if needed.

Krista W.

11/30/2021

We have used Casteel for years. I have recommended them to friends and neighbors. They have installed 2 Lennox HVAC systems for us and a full electrical panel when one of their guys found a major issue. They are on time and professional and up to now I have never had a negative comment. I'm writing this review to let others know that Casteel will NOT guarantee a Covid-19 vaccinated tech will be coming to the house to perform the work. Their person on the phone told me the vaccine is political and that they can't ask their techs their vaccine status as it's a HIPPA violation. That's not the way HIPPA works but I told her I'm sure she was simply instructed to say that. We are very strict about anyone coming into our home be vaccinated as this is the ONE place we don't have to worry about Covid. It's not an unreasonable ask for a service tech coming into the house be vaccinated during a pandemic. It's not unreasonable for a business sending people into homes to ask their techs to volunteer who is vaccinated so when the need arises, the business knows who to send. People who are vaccinated are not unwilling to share that and it's NOT a violation of HIPPA to ask them to volunteer that information. I'd REALLY like to use Casteel for this generator but between my call with the scheduler and the subsequent outcome- me cancelling my appointment I was supposed to have today- I just can't if I have no assurances of the simple ask of having a vaccinated tech entering my house. Very sad because otherwise I very much like this company and will continue to use them for HVAC service since I know who to ask for to do my service calls. Please rethink this approach, Casteel, because otherwise I think you are very good at what you do.

Myrielle B.

3/17/2017

They were quick to respond and was able to get someone here in a couple of hours from my request for service. The technician, Michael, was knowledgeable and even explained why I may be experiencing a higher electric bill which is true. Unfortunately, my unit is 18 years old and I will need a new unit. Fortunately, this company will have me as customer due to good customer service. I will be having a rep come out and give me my options for a unit. I look forward to working with them.

Jennifer F.

05/04/2021 12:00:00 SA

As a long time customer of Casteel's, I was very pleased with Shane's professionalism, courtesy, and respect for my home. He was great with explaining steps I should take with making my decision on purchasing new HVAC units.

Keep up the excellent work ethic, Shane!!

Mike H.

03/01/2017 12:00:00 SA

Wanted to replace French piece of PVC connection they wanted to run a whole
Charge for that. Decided against using this kind of company.

Brandy S.

4/20/2019

Great Customer Experience. Jay (Technician) did a great job... very polite. Pricing for the repair was in line with what I expected to pay.

Michelle W.

6/17/2022

THEY ARE HORRIBLE. I called 3 days ago for an appt since my AC broke down, even though Casteel services my system twice a year. My house has been 90 degrees inside. I was waiting with my cell by my side since 11:30am today because they were supposed to come between 12-4pm. I suddenly received a text from them saying they were cancelling. I called them immediately and they claimed that they tried to call me but didn't get an answer so they cancelled. WTAF?!? No apologies, nothing. Do NOT use this company.

J N.

2/18/2012

Salesman proposed a properly-sized system for my home, but then proceeded to advise replacing all of my hard pipe ducting with flex duct. Consulted with numerous other companies, all of whom told me that this was an extremely bad idea. I feel like they were trying to tack on more money for an ultimately disposable ducting system.

Mike G.

12/23/2016

We were having problems with a humidifier that was installed with our new furnace from Casteel. Their service technician Michael worked methodically through possible causes to isolate the problem. It turned out to be a manufacturing defect that was VERY hard to locate. My gut reaction was How in the world did he find that? Very impressive. Since the unit was under warranty, there was no charge. I didn't even have to remind him of that fact.

I have used Casteel before, having purchased 4 furnaces and 4 A/C units from them. Casteel can be a little pricey at times, but you get what you pay for. They do quality work. And they have never charged me for work that wasn't necessary. That says a lot.

Susan G.

7/14/2016

I am pretty picky and was very surprised at the outstanding care shown by the Customer Service Team, Sales Team and the Installation Team. Everyone showed outstanding professionalism,courtesy and enthusiasm for their jobs and company. They made the process of purchasing two new AC units seamless and painless.

Mark H.

11/30/2018

Gave them a last shot. The is no communication between dispatch and technicians. I had a problem with hot water heater. Was not installed by Casteel. However, it was under warranty (Rheem). Checked Rheem website, it listed Casteel. Called explained problem (error codes), provide model number, etc. Technician arrives and informs me that they can't touch a water heater they didn't install. Wasted our time. Also informed me that they get a lot of that. Dispatch had sent him to a call that was on a septic system. They don't do septic. Wanted to sell me a new 40 gal water heater for $1500. Was a personable technician, but wasted my time. Refused to pay any service charge.
Had a similar incident with plumber. Described what I
needed to dispatch. Plumber show up a tells me yes, the cost of scoping your drain is $250, but I need to remover and reset the toilet, which costs $350. Sent him packing, but paid the $39 service call.

Sanford M.

08/08/2018 12:00:00 SA

Great customer service. I was notified by email that John, his photo attached, would be arriving shortly. He was in uniform, very courteous, and professional. He serviced both my HVAC units, and finished in about an hour!! Would highly recommend...

Jenny G.

10/18/2017

We had our 6 month check up for our HVAC systems. Zabed was very good about answering my questions and he did an excellent job.

Donna W.

6/13/2019

I heard about Casteel Heating on the Fish radio station. So, I decided to call to schedule an appointment for the AC tune-up special they were offering. From the first phone call to the completion of service, I received Excellent service. The rep I spoke with was so polite and efficient. They told me when the service tech would be there and he called before he got to my home to let me know how far away he was. He came in the time frame indicated and when he entered my home, he immediately put plastic protectors over his shoes. I was impressed. He serviced my AC unit and gave me a recommendation of additional work. All in all, it was a fantastic experience. You will receive excellent customer service, personable and knowledgeable service at a great price.

Jc W.

9/16/2020

I have had a very disappointing experience with Casteel. Let me be clear, the HVAC techs are topnotch. However, their dispatch is a disaster (no one appears to input clear notes in the files and I literally got 4 different answers during one phone call this week and one time they cancelled a service appointment for no reason) and there are 4 managers that are aware of this issue and none of them have called me to address the interior repairs necessitated by their HVAC and duct installation. The managers that are aware include the warranty manager, the installation manager, the customer service manager and the general manager. If you are only looking for exceptional techs, this is the place for you. If you are looking for exceptional techs and customer contact when issues arise, you may want to look elsewhere.

John H.

4/30/2022

Real estate professionals beware !

I have referred business for over 5 years.

Today no longer.

After talking to a rep and their manager ....

Please explain to me why you need to speak to the owner of the rental property directly when a representative is their property manager with a authorize brokerage agreement by law for a quote for new installation for a hvac ?

I can understand if it's a new policy however it's not practical at the moment as I indicated and especially a investor hires a agent to be their point of contact.

Other companies - I referred to never had a issue.

I have no problem footing a approved estimate for my client which is probably a few thousand and a few hundred profit for y'all ?

I will be sending a direct email later to remove all forms of contact do not call my past referrals - I will be flagging a social media call

If you would a remedy please have the manager approve me so we can schedule a quote and if not thank you for cheating me out of $109.00 which I really wanted to credit the new installation.

Ps- if you would like to get smart with me i do not remember any device plan contracts however I will be sure to request to never renew and will cancel.

If any other completions sees this review please contact me. For business - Looking for a quote on a new system install

Allen B.

07/11/2014 12:00:00 SA

Have been trying to schedule service since yesterday for a system that Casteel installed two years ago, and the receptionist has told me I won't be able to get service until Monday. So, I 'm stuck with no air conditioning in July over and entire weekend. Their scheduling system has been down since yesterday.

I called Casteel yesterday four times, and the receptionist told me that because the system was installed by Casteel, that they would be able to dispatch a technician. This morning, the story has changed.

I regret using Casteel. Beware. Poor service.

Kent M.

12/05/2018 12:00:00 SA

Called to get a plumber to repair a leaking wall mount toilet. The customer service is top notch, but these are not the guys to call for anything above DIY projects. The first man out (dressed as Santa) was as friendly as he could be and told me he had no idea how my toilet worked, he needed to get an expert with help. The Expert with help arrived within 4 hours, everything was amazingly well communicated with e-mail and text updates, but like Santa, the Expert had no clue, suggested we needed a full replacement of all the plumbing and toilet and was afraid of taking the toilet off the wall. he guessed it would be about $6500. He would send me an estimate (he didn't)
A local plumber replaced two studs in the wall, mounted the same toilet and everything is fine for just south of $500.
I must note that Casteel did not charge me a cent, even sent me a bill showing nothing owed.

Bill K.

07/11/2018 12:00:00 SA

Called for AC repair today was told there was a cancellation and would be out by end of day. Told to turn off AC so coil on thaw so we did. Got call 45 minutes before tech would show up, tech showed up on time and said they can't do the job because I can't get on the roof and left also said they wouldn't be back. I had told the office exactly what the job was on third floor flat roof, told him to bring the ladders they said no problem they work on stuff up to four floors.They change their mind when they got to the job and said goodbye I.Called the main office tried to talk to manager , left a message with office manager. She said he would call me back with explanation. He did not return my call. What a crappy company I wouldn't recommend to anybody.

Rebecca C.

05/08/2018 12:00:00 SA

These people are the worst. Their customer service is just awful. They never arrive in the window they promise, and they don't seem to care. I'm at the point where I'm not even sure I trust the work that they do. They definitely charge more than they should. But mostly it's their customer service that just sucks so so bad.

Jim K.

6/29/2013

I've been using Casteel Heating & Cooling for years and have always had top notch service. When it was time to replace our very old air conditioner units, they provided honest pricing and did an impeccable job of getting the work done. Anytime I've called them for other small issues (through no fault of theirs, just the fun of home ownership) they are quick to schedule the appointment, come out and assess the issue through their demonstrated knowledge of the business and resolve it on the spot.

Recently they added Casteel Plumbing, and when I saw this new division I felt comfortable being able to call and get some items fixed that we had been putting off. Scheduling the appointment was painless, and John came out on time and was extremely friendly, and once again knowledgable about what our issue was to start tackling it right away. We had a leaky outside faucet that needing replacing, as well as a bathroom tub stopper that also needing replacing.

Thank goodness John took the time to do the job right as he caught a major issue that could have been a huge disaster for us down the road. Unfortunately the main pipe that connects to the drain under the floor was no longer properly connected and was causing some leaking. This was a tub in a second bathroom that isn't used often so it hadn't had time to become a big issue. We are very grateful we not only had the tub stopper replaced, but the connecting pipes properly connected as well. Through it all John was up beat and always courteous, while making sure to explain his work and the costs before proceeding.

Every experience I've had with total Casteel team has been flawless and will continue to rely on them for both my heating & cooling and plumbing projects. I wouldn't hesitate to recommend them!

Deb B.

8/20/2016

I have used Casteel for a replacement HVAC purchase, maintenance and now a repair. Their technicians are always great and Jimmy was no exception! I would highly recommend Casteel. Casteel accommodated my scheduling request, they called one hour prior to the technician arriving and he arrived as promised! Stress free experience.

Barbara B.

01/07/2017 12:00:00 SA

Casteel has been my HVAC company since I bought my house in Tucker in 2013. They have always provided me with excellent service at a reasonable price. This time was no exception. I needed to renew my annual HVAC contract. The service technician, Bryn, arrived within the specified time and completed the work of checking both systems in a professional manner. He explained all the additional steps that he took to check the older system. Employees such as Byrn are the reason that I continue to use Casteel as my HVAC provider. I have confidence in him that he is knowledgeable and honest and does the job the way it should be done.

Leah S.

4/30/2021

I called Castile to perform our maintenance on our HVAC system in early April. When we first turn on the AC for the year we noticed a foul smelling odor coming from the system so that prompted us to get our AC maintenance check up scheduled. When the technician came out he said nothing was wrong with the system but he did notice a smell and then left. I called a few days later to have them come back out to tell us where the smell was coming from as that was our main concern with turning on the system. In a few minutes he noticed mold in our AC unit that he did n.
The first time he came out. We paid $500 for a company to come out and remove the mold. I asked Castile if they would follow up with checking the status of the more growth when they came back for other maintenance on the systems and they told me they did not which was fine but I would need a refund for our maintenance agreement as I would have to find a new company that actually could check up on the mold. I have been trying for three weeks and have spoken to multiple people trying to get someone to help me get a refund on our way
Maintenance agreement. No one has called me back to discuss this, not a soul. I have spoken to the main desk people multiple times and they have sent multiple notices to management or people in accounting to please call me and nobody has. I have spent a lot of time trying to get a hold of somebody and not one person has called me back and I have not received any refund. This is so upsetting and frustrating that it is this hard to get to talk to somebody who can help me.
I am waiting on this refund before I can hire a new company to come out and maintain our issue. I have had my ticket escalated to the manager who is supposed to call me within 24 hours and of course nothing has happened.
I would not recommend this company to anybody. They have been horrible with their customer service in this case and I am shocked the lack of empathy and inability to get somebody on the phone who can actually help me

Daniel M.

2/20/2017

Casteel did a great job with installing my heating and air system. The sales person did not make me feel pressured to buy a system and was willing to work with me. They brought over a whole crew to do the installation and the guys were nice. I would recommend casteel to anyone looking at getting a system installed.

William F.

8/28/2022

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.

Rick D.

1/24/2021

I called Casteel when our heat pump malfunctioned. Doug the technician showed up hardly an hour after my call and went to work. He spent a fair amount of time inspecting and testing all the components (indoors and outside) and then gave us the bad news There were repairs that could be made, but the system had already performed beyond it's engineered life. We decided to get a new system, so we scheduled an appointment for the next day to get a bid. Clint was the representative who helped us with that. He gave us 4 options, with the pricing and features ranging from what could best be compared to an economy car, to a midsize sedan, to a full size sedan, to a fully loaded SUV. We ended up getting the full size sedan for the midsize price. The installation was scheduled for the next day and Nick the installer arrived with his assistant at exactly the time we agreed to. There was an unanticipated problem with the existing condensate drain pipe that added to the work that had been bid, but there was no additional charge for it. Bottom line, the project started at about 730 am and was completed by mid-afternoon. Everyone involved was knowledgeable, courteous, and respectful of our home. I would rather not had to fork out 5 figures for something that you usually take for granted like heating and cooling, but since it was necessary, I'm glad to have worked with a company as efficient and competent as Casteel.

Jessica K.

8/19/2020

Do NOT trust Casteel. I told them that I needed an inspection done on my system, including all checklist items that I would need looked at. They agreed and showed up- turns out they do not even do inspections, and they charged me for a tune up. I paid for absolutely nothing and now need to have another company come out to do what Casteel agreed to do. They are liars and scam artists. Do not use them. (Note: the techs were very nice)

Ralph K.

03/06/2017 12:00:00 SA

Johnny was great! He knows the products and is a good communicator. I highly recommend Johnny and Casteel!!

Tim T.

7/26/2018

Great company! Our air conditioner stop working yesterday evening at 4pm. I called them and the receptionist was really nice and professional. She scheduled a technician to come out later that night. They said he would be there at 9:00pm. And he was! They even sent me a text with the technicians picture so I would know who was coming. The also emailed me a link to track the driver as he came to my house. Once the technician got there, he assessed the issue and gave me all my options. Once I choose he then proceed to fix the problem. Great company and the price was good also!

Dee S.

11/14/2022

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.

John G.

2/28/2020

Thanks for wasting my time, bad scheduling and wasted four hours. I had an appointment scheduled, called with 15 min remaining in the time after no phone calls from them and found the person was on the far side of town and they didn't even think to tell me. Great job at doing bad customer service, second time I gave your company chance to do work and both times have failed. Thanks for wasting my time on both occasions