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Casteel Heating & CoolingPoor Customer Service, High prices

M

The last time one of Casteel's technicians came out he would not get off the phone with his ex wife. I couldn't even ask him questions because he was on the phone the entire time! Then he was in a hurry to leave. His estimate was extremely high and we were able to get the same service else where for $1k cheaper. The previous 2 years that I had this company service my unit, they cleaned the inside of the of my unit - this time I had to ask the guy 3 times to was the unit and he still tried to leave without doing it. What a NIGHTMARE! Then I sent in a comment card and called about the awful service and did not get a response back from them. They keep sending me junk mail despite the fact that I've told them I will NEVER do business with them again.

Responses

  • Sc
    Scott V Davis Mar 28, 2012
    This comment was posted by
    a verified customer
    Verified customer

    Welcome to the club. My technician short changed me on my cleaning when I turned down the chem bath (extra money). He said the unit could use it. I asked him to do the cleaning without the chemicals, as that was included in the fees for my visit. The tech acknowledged that he would clean the unit normally (ie. with the hose only), but he did not do this. I thought I could trust him, so I left him to do it, but when I examined the unit after he left I was suprised to see that the unit was not cleaned. If he took the hose to it, he did about 5% of what he should have, as the majority of the unit was still caked with dirt. *I* had to clean the unit, which I proceeded to do, and removed all the dirt in about 10-15 minutes of hose spraying. Then I complained and a rep asked me to call him back. The rep tried to convince me that I got exactly what I should have gotten because the unit needed a chem bath. Excuse me, but when does turning down the chem bath make it okay to not clean the unit regularly? I was aghast that the rep though he could even pull that line of crap on me. I've attached a pic of my unit after the "cleaning" job so you can judge for yourself.

    0 Votes
  • Sc
    Scott V Davis Mar 28, 2012
    This comment was posted by
    a verified customer
    Verified customer

    Here's the pic...

    -1 Votes
  • Sc
    Scott V Davis Mar 28, 2012
    This comment was posted by
    a verified customer
    Verified customer

    Hmm, it seems there's a problem with posting pics.
    You can see the pic on my FaceBook wall, Username = merwinsson.

    0 Votes
  • Mo
    Mommy Jan 11, 2013

    Mommy here. Just wanted to follow up and say that they proceeded to call me for the next 2 years about service reminders. Each time they called I would inform them that I am no longer using their service b/c of the poor customer service and lack of follow up. Did they stop calling? No. Did I ever hear from a manager to apologize? No. Just this past weekend I was solicited by Casteel well in Home Depot. I explained the entire situation to the Casteel representative. She took down my name and number and I still have not heard from them. It just goes to show what a terrible company this says.
    Scott, The technician that service my house was tall and skinny. He had gray hair, no facial hair and was probably around 50. It's been four years now I don't remember his name.
    I had my unit service this past year. I put it off for about 2 to 3 years. The technician, from a different company, commented on how dirty my unit was. He hosed it off, no questions asked, just like Casteel had a prior to my bad experience with the technician who insisted that there was no need to hose the unit off. This reaffirms my belief that the unit needs to be proposed off annually. If I am paying $150+/- and it's included in the service, then I shouldn't have to beg to have it done, I shouldn't have to ask more than one, and you sure as @$&! shouldn't be on your cell phone while servicing my house.

    0 Votes
  • Te
    testtesttesttest May 21, 2015

    Casteel does NOT I repeat NOT take amazing care of you. It's just a line to lure people in. I have an A/C unit that leaks Freon. They kept selling all these other services and indicating these would address the issues. Well after being into them for ~1000 dollars the straw that broke the camel's back was when they did the spring service and one month later the unit is freezing up again. They promised me they would come out to address the issue and they never showed up. I took the day off from work and waited all day for them. DO NOT USE THEM THEY ARE DISHONEST. BTW I forgot to mention that last fall when they dismantled and cleaned everything which cost ~600 dollars a few days later my upstairs heating unit stopped coming on. I thought maybe there was something wrong with the thermostat but then went up into the attic and checked the heating unit. The technician put silver tape over the on/off plunger switch and then did not re-attach the cover properly. Well the tape came loose and the switch turned off the unit. I removed the tape and properly re-attached the cover and problem solved. I checked the other unit and he did the same thing there. My guess is he was trying to fake a breakdown so they could come out and charge me even more money to fix a fake problem.

    1 Votes
  • At
    Atdavis01 May 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!!

    1 Votes

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