Complaints

This profile includes complaints for Casteel Heating, Cooling, Plumbing & Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Casteel Heating, Cooling, Plumbing & Electrical

  2218 Canton Rd Marietta, GA 30066-5381

  
• 

  Casteel Heating, Cooling, Plumbing & Electrical

  305 Petty Rd Lawrenceville, GA 30043-4844

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding my negative experience with Casteel Heating, Cooling, Plumbing & Electrical. I contacted them for an HVAC replacement after a former customer referred me. She shared that she was initially quoted $21,000, but after declining, the price dropped to $8,600.When the salesperson arrived at my home, he also quoted me $21,000. I mentioned the referring customers experience. He looked up her account and confirmed she paid $8,600. He then asked what I was willing to pay, and I said under $10,000. After pretending to text a manager, he came back with a $12,000 quote. I dont believe any manager was involved.On installation day, the crew consulted in my driveway before telling me the unit they brought was too tall for my attic. The salesperson had claimed he measured, but they now said the only way to install it was to lay it on its side, which would make the space very tight. I declined, citing safety and potential damage.The salesperson later admitted the measurements were wrong. He said that if I wouldnt allow the sideways install, theyd walk away from the deal. I told them to do so, I'm not comfortable compromising my homes safety. He verbally assured me they would fix any damages, which gave me no confidence.I received a follow-up call and email from General Manager ****** ********. I replied, asking if they could provide a properly sized unit for upright installation. After that, they stopped responding. I followed up multiple times over the past week, with no reply.I now believe they brought whatever unit was available, one that didnt fit because I wouldnt accept their higher pricing. I am left with no HVAC replacement and unresolved concerns. Their actions reflect poor planning, questionable sales practices, and lack of follow-through.I respectfully request that the BBB contact Casteel to help resolve this matter and prevent future customers from facing similar treatment.

  

  Business Response

  Date: 06/27/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has attempted to contact Ms. ****** regarding the installation she was seeking to have Casteel complete. Unfortunately, we were not able to proceed with the installation in the exact manner Ms. ****** requested, although we did provide alternative options to accommodate her needs. At this time, we have not been able to reconnect with Ms. ****** for follow-up, but we remain committed to working toward a resolution and ensuring her concerns are addressed.

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23495916
  
  I am rejecting this response because: The company has not reached out to me to settle this case. 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 07/03/2025

  Thank you for the opportunity to respond. Our Customer Relations Manager spoke with Ms. ****** and acknowledged the mistake made in measuring the space designated for the new system. We sincerely apologized for the oversight and explained that the installation can still be completed but only in a horizontal configuration due to the space constraints. Unfortunately, we do not offer a unit that fits upright in the available area. Ms. ****** indicated that if she decides to move forward with Casteel, she would like to schedule the installation for one week from this coming Monday. We advised her to provide advance notice so we can ensure crew availability. We remain committed to addressing any outstanding concerns and appreciate the opportunity to assist.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been customers of ********************************************* and ********************** for 9 years. They installed our HVAC approximately 3 years ago and gave us a 10 year parts and labor warranty. We pay every 6 mos. to have a tech come out to inspect our HVAC system. We have had numerous problems with this very expensive system and have had to call Casteel several times a year. Over the last year weve noticed that it is increasingly difficult to get help, especially in a timely fashion. Our unit seems to fail at the hottest and coldest times each year. This last winter our heating failed and it took Casteel a week to repair it. We froze in our home, dressed in several layers of clothing and multiple blankets at night despite the use of space heaters. I asked multiple times to speak with a supervisor or manager but was always told that none were available. Over the past 9 years I have NEVER been put through to a supervisor or mgr. Very rarely a supervisor/mgr has called back but always days after my request and almost always after the problem had been resolved. I have already written several reviews about this company. On May 2, 2025 we had a routine HVAC check scheduled. The scheduling took place approximate 6 MONTHS prior. We set aside the day for this visit @nd the four our time period. Three hours before the tech was supposed to arrive we received notice that he would not be coming. I called and was told that they were too busy! I reschedule for June 2nd. The exact same thing happed on that day as well. When I again asked to speak with a supervisor/mgr I was told one would call me. Never happened, as usual. Made a THIRD appointment for June 9th. Again we were notified on the day of service that there were no techs available and that we would have to reschedule. Again, my requests to speak with a mgr/supervisor were ignored. This call ended with Casteel hanging up on me. If they didnt hold the warranty on our HVAC, we would have discontinued our relationship with Casteel long ago.

  

  Business Response

  Date: 06/20/2025

  Thank you for allowing us the opportunity to respond. We sincerely apologize for the frustration and inconvenience Mr. ****** experienced. We value Mr. ******* long-standing relationship with Casteel and appreciate his continued trust in our services. We are also reviewing our internal processes to help ensure better communication and reliability moving forward. We understand how valuable his time is and regret the multiple rescheduled appointments and communication issues he faced. To address the situation, we rescheduled the missed appointment and, as a gesture of goodwill, offered Mr. ****** a one-year free membership. We are pleased to report that he expressed satisfaction with this resolution.
  
   

  Customer Answer

  Date: 06/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was contacted by the Casteel Public Relations Manager at their corporate offices. It is too early to know that the proposed resolution will actually be fulfilled. However, I am making no assumptions and hoping for the best. It is unfortunate that that Casteel has routinely kept me from speaking with any supervisor or manager (with few exceptions) all these years. I have been given assurances that this practice will change and I hope it does. I look forward to continuing my relationship with Casteel but they will have to prove themselves over time before I could recommend them to others.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Casteel has not tried to solve problem. See account of complaint in the attachments.From: BPR Help Desk <***********************************************>Date: October 18, 2024 at 9:44:37AM EDT To: ********************* Subject: Re: Thank you for contacting Best Pick Reports Hi there,Thank you for your email. We will be forwarding your comments and contact information to the owner of Casteel *********************************** Additionally, we will be adding your comments to our Help Desk database. If you have any questions or additional feedback for us in the future, please feel free to email us here at the Help Desk.Have a great day!Best Regards,******** Help Desk Representative Best Pick Reports

  

  Business Response

  Date: 02/17/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in contact with Mr. ********* regarding the plumbing work completed at his residence on June 25, 2024. On February 17, 2025, our Customer Relations Manager made an attempt to follow-up with Mr. ********** but was unable to reach him. We will continue our efforts to establish communication and work towards a resolution. We kindly encourage Mr. ********* to return our call at his earliest convenience.

  Customer Answer

  Date: 02/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a small leak outside of my house and decided to call a license ******************** company to check it and fix the problem. Casteel came to my house 8/22/2024 and I gave him freed of my home to search for the problem and give me a quote. He cut the expansion value off (keep in mind, I didn't know he should not have removed it unless he was installed something else to regulated the water pressure), he also told me that I need a new water tank, and stated to get it done by the end of the year or first of the year. I said okay, let me get another quote, he agreed. the next day when I arrived home from work my home was flooded upstairs and downstairs and I lost not on material stuff but heirloom that cannot be replaced. I tried to call Casteel that Friday and no response. I later had 2 other plumbers out that said that Casteel should have check the pressure (which they did not) and broke code by removing that value without replacing it with another. Casteel later called me once I decided to give them a bad review days later, they sent someone out that pretty much said it was not their fault. I'm elderly and tried to work with them by sending my demand letter, and they never responded. I also reached out to the plumbing assoc. to voice my opinion and I'm prepared to take them to court because you can't treat people, especially elderly single people any kind of way. At first, I just wanted them to assist with cleaning up the water and helping to bring me hold. But now I was *** for everything I lost, plus Deceptive Practices toward the elderly act. refer to attachments.

  

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager has reached out to Ms. ******** regarding the work performed by Casteel at her home on August 22, 2024. Ms. ******** indicated that she will send us a letter outlining her request from Casteel. Once we receive the letter, we will review its contents and follow up with her to work toward a resolution.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22893976
  
  I am rejecting this response because: ******* from Casteel reached out to me yesterday (2/10/25) to offer me $108.00 for all of the damage they did to my home, my home was flooded upstairs and downstairs and I not only loss items that can be replaced, but heirlooms that cannot be replaced, she had no regard for any of that. This offer is an insult to all I lost and was/is displaced from my home. I shared with her that the demand letter was sent to their office already and is posted on here, if she needs another copy, they need to reach back out to me. This has taken a toll on me and my family and animals that were at home when all of this happened, my dog barely made it to safety. I don't want to take them to court, but I will. Their plumber violated code and they are not taking any responsibility for it. This happened in August and no one at Casteel have reached back out to me until I filed this complaint. They are trying to take advantage of the elderly. I was made aware they were sued for a similar code violations.

  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 02/17/2025

  Our Customer Relations Manager has made several attempts to contact Ms. ******** in order to facilitate a resolution. Despite these repeated efforts, direct communication with Ms. ******** has not yet been established. We respectfully encourage Ms. ******** to initiate contact with us at her earliest convenience, as we remain committed to working with her toward a timely resolution. We will continue our outreach efforts in the meantime.
  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22893976
  
  I am rejecting this response because: I have responded each time they reached out to me via email or phone call, each time I return their calls I'm put on hold for a while and told ******* is busy and they will relay the message for her to return my call. When she finally does call me back days later, it's during my working hours and most times I'm unable to take personal calls. I emailed her again to please call me during lunch or when I get off work because each time I return her call she is not available. I also suggested that we communicated via email, she never responded to that. (I have copies of my phone log and emails that I sent directly to her. I'm trying to get this resolve either through them or the courts. it's been a little over 6 months since their plumber damaged my home and my belongs, including family heirlooms that are not replacable, and it doesn't appear that they care, especially for the elderly).

  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********,, and find that Mediation is necessary.  

  I'm not saying no to the mediation, but it appears the company is refusing to take my complaint seriously, so that leaves me no choice but to take legal action against them. I thank the BBB for trying to assist in this matter. I have given Casteel my demand letter, and I'm standing by that for all the damages that I accrued.

   

  Regards,

  ******** ********

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Casteel should be ashamed of themselves. This occurred on January *******. The technician ***** ***** arrived at my home around 8 A.M. He examined my systems for about 10 to 15 minutes then came down and told me that he had bad news. He said that my gas valve, ignitor and something else has went bad and needed to be replaced. He then said it would be around $2800, but he didn't recommend putting that much money into such an old system. He suggested I get a new one and that he could get me an appointment to talk to the salesman. So I told him I would, since I wanted to check out all of my options an charged me an $89 service fee. The appointment was set for around 12 P.M. and Mr. ***** ********** came, examined my system and quoted me new furnaces from $6, 800 to $10, 000 for a Furnace only now. I had another company lined up to also take a look at it and I told them I would get back with them once they had a chance to quote me for a furnace. The second company came and looked at my furnace and was up there 15 minutes and had it running. He said he bypassed the blower and it came on immediately, he then said he couldn't figure out at first what was going with the gas part. He then looked down and apparently ***** from Casteel had apparently unplugged the function board so it wouldn't come on. Casteel was trying to bamboozle and scam me out of $10, 000. That is pitiful and I think they owe me my $89 service fee back. Don't trust this company. The other company also quoted me $3800 for a new furnace. Don't trust them. I want my $89 back for trying to scam me!!! So SAD. You can't trust anyone.***, the other company only charged me a service fee to get it working and it has been working as normal every since. You've been warned.

  

  Business Response

  Date: 01/30/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has made multiple attempts to contact Mr. ****** regarding his service visit on January 20, 2025, but has been unable to reach him. To resolve this matter, we have initiated a refund of $89.00 per his request. However, Casteel would still appreciate the opportunity to speak with Mr. ****** directly and encourage him to reach out with any remaining concerns.

  Customer Answer

  Date: 01/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brand new Lennox HVAC purchased from Casteel in January 2021. I'm so glad I purchased the labor and parts warranty because I've had to have them out to repair it 10 times. That would have been expensive without the warranty. I've asked for a replacement HVAC, but I have not been granted that yet. I am having to schedule another appointment because it is malfunctioning again. There is no way this product is not a lemon or poorly installed and poorly repaired multiple times. Casteel should want to get this right. I should not have to take off another day of work so a technician can come attempt a repair and give me more false promises. Repair visits since installation:July 25, 2021 July 13, 2021 July 28, 2023 August 2, 2023 November 15, 2023 November 30, 2023 January 2, 2024 May 27, 2024 May 29, 2024 January 2925

  

  Business Response

  Date: 01/17/2025

  Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager spoke with Mr. ***** and coordinated the scheduling of a senior technician and our Warranty Manager to assess the system installed by Casteel. The Warranty Manager and senior technician are scheduled to visit on January 20, 2025. We will follow up with Mr. ***** to work toward a resolution based on their findings. We are committed to addressing Mr. ****** concerns and look forward to resolving this matter.

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22795670
  
  I am rejecting this response because: It does nothing to make me "whole". Remember, I've had the company out here 13 times since installation and the 14th is on the way. This has been a most aggravating ordeal and as it stands today, I cannot trust that the **** unit is correctly installed or working efficiently. This is a product that I will forever have a problem trusting because of all the issues. Maybe if I don't need a technician for the next 4 years I'll feel a little better about the unit. I'm hoping it is almost fixed, but how will I truly know. 

  Most recently, I did receive calls from corporate and a local supervisor. An appointment was made and the technician did come out and make some adjustments so that auxiliary/emergency heat now shows on the thermostat and should be working properly. I don't think it is. I called earlier today and I'm waiting on a technician now. Over night the heat was set to 64 degrees. I turned up the heat around 10AM to 68 degrees. It is 4 PM now. The unit has not cut off once. The temp has slowly risen to 68 degrees, but the temp blowing out of the vents has seemed to fluctuate. 

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 01/30/2025

  Our Customer Relations Manager has remained in contact with Mr. ***** regarding the ongoing equipment issues. Given the number of visits required to resolve the situation, our Customer Relations Manager offered to replace the equipment, which Mr. ***** has accepted. We are currently working to schedule a date for the replacement and will continue to stay in contact with Mr. ***** throughout the process. We are committed to resolving this matter and look forward to a successful outcome.

  Customer Answer

  Date: 02/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. An HVAC technician and an electrical technician are scheduled to install a new HVAC system at my house tomorrow. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally submit a complaint regarding my recent experience with Casteel Heating Cooling Plumbing Electrical. I am extremely dissatisfied with the service I received, particularly regarding the handling of my 10-year parts and labor *********** 2016, Casteel installed two brand-new systems for me, both of which came with a 10-year parts and labor warranty. When I scheduled a service appointment, I was assured that the visit would be free of charge since I was still within the warranty period. I was told that all I needed to do was present my warranty certificate to the technician upon arrival.However, on the day of the appointment, I was initially quoted $800 for repairs, which was later reduced to $400. When I declined the repair at that cost, I was informed there would still be a charge just for the technician showing up. After raising concerns, a manager eventually reduced the charge to $210. Despite this reduction, I find any charge unacceptable given the fact that my warranty explicitly covers parts and labor for 10 years.This experience has been extremely frustrating and feels like a breach of trust and good business practices. Charging for work that should be fully covered under the warranty agreement is both unfair and misleading, especially when I was initially told the service would be free.I request that the charges be fully refunded and that Casteel honor the terms of the warranty moving forward. I hope this complaint will help bring attention to these issues and prevent other customers from having similar experiences.

  

  Business Response

  Date: 01/10/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has made multiple attempts to contact Mr. ******* regarding the warranty on his gas furnace and air conditioning system installed on August 19, 2016. Outreach efforts were made on January 7, 2024, January 9, 2024, and again today, January 10, 2024, but we have been unable to establish contact. We encourage Mr. ******* to reach out to Casteel at his earliest convenience so we can work together toward a resolution.

  Customer Answer

  Date: 01/10/2025

  Complaint: 22722780
  Thank you for your response. However, your statement regarding multiple attempts to contact me is incorrect. As shown in the attached screenshot, the only call I received was on January 10, 2024. No outreach was made on January 7 or January 9 as claimed.
  
  
  If your goal is truly to resolve this matter, I invite you to email me at **************** to discuss a resolution. Alternatively, you can proceed with processing my refund directly. Please ensure that all future communication is transparent and accurate.
  
  
  I look forward to your prompt response.
  

  

  Business Response

  Date: 01/17/2025

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager followed up with Mr. ******* regarding his concerns about the repair completed at his home on December 16, 2024. We apologized for any miscommunication regarding his warranty. We clarified that the system was purchased through ********** with a 10-year parts warranty and a 1-year labor warranty. As a courtesy, we offered to refund the amount he spent to resolve his concerns. Mr. ******* expressed his appreciation for our efforts in addressing the issue.

  Customer Answer

  Date: 01/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was sold brand new HVAC system to resolve a problem COOLRay created in my home (that is a different complaint i will file)After spending almost $18,000.00 there is still dirty attic air being pulled into my home making myself and pets sick. Casteel keeps telling me "this doesn't make sense" ....Had DaffyDucts, a casteel referral, clean dryer duct vent and they did sloppy job leaving dryer connecting hose disconnected from wall and did not replace rooftop vent stack correctly.and I STILL have nasty dirty air coming into my home, I believe it is from the dryer vent ductwork that Casteel knocked loose and have not repaired correctly.the incompetence and negligence I have encountered through all of this is astounding.Once they have your money, they seem to not care that there is still a major air quality issue within my home.

  

  Business Response

  Date: 11/27/2024

  Thank you for the opportunity to address this complaint. Our Customer Relations Manager has been in contact with Ms. ***** regarding the installation of her gas furnace and air conditioning system, completed at a total cost of $17,922.00. To address her concerns, we offered to have a supervisor visit her property on Monday, November 25, 2024. However, Ms. ***** canceled this appointment. Our Customer Relations Manager followed up with her again today, November 27, 2024. We remain committed to resolving this matter and will continue our efforts to reach out to Ms. ****** We also encourage her to contact us directly at her convenience so we can work towards a satisfactory resolution.

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: ***** ****** ******************************************** 3/4/2023 Invoice ****** $79.00 AC Tune Up 3/8/2023 Invoice ****** $178.00 Casteel Membership 3/11/2023 Invoice ****** $356.40 outdoor capacitor 12/23/2023 Invoice ****** $275.60 flame rectification sensor 2/25/2024 no charge 6/17/224 no show for check up 6/29/2024 check up 11/1/2024 Invoice ****** $89.00 check up ******* times during the 2024 year, appointments have been made and cancelled by your office the day of for various reasons. This has resulted in a loss of work and income for my tenant because she took off work and you did not show up for scheduled appointments. In addition, over the course of the appointments that you did keep, several repairs were made; nevertheless, at the last appointment I was told I needed to replace the compressor and the wiring wad faulty. Nothing was mentioned by your technicians prior to this equipment failure which resulted in my calling for an emergency visit not the standard but an additionally charged visit. We did have an RESCHEUDLED maintenance visit on your books because you cancelled the previously scheduled visit due to your technicians being overbooked because of the weather/storms. I am appalled at your service and lack of professionalism. I did have the unit is less than 8 years old, under warranty, and the work has been repaired by another **** company. During their inspection, the capacitor that you replaced on 3/11/2023 was noted to be installed less than satisfactory. The flame rectification sensor that you replaced on 12/23/23 was still in the attic next to the unit and the newly installed sensor was bent! The one your technicians removed was in better condition that the one that replaced it. I firmly believe that repairs were made that we unnecessary and repairs that needed to be made were overlooked, resulting in the need for further costly repairs. Your negligence caused monetary damages to my property.

  

  Business Response

  Date: 11/20/2024

  Thank you for the opportunity to address this matter. Our team made multiple attempts to contact Ms. ****** to resolve her concerns but were unfortunately unable to establish communication. As a gesture of goodwill, we processed a reimbursement of $889.09the verified amount Ms. ****** paid to Casteel. We remain committed to resolving any outstanding concerns and encourage Ms. ****** to reach out to us at her earliest convenience. We would greatly appreciate the opportunity to bring this matter to a satisfactory resolution.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 4th 2024 $18,148 Both HV** units ***laced Leak in attic, causing damage to ceiling caused by humidifier not been connected correctly by technicians Heat was not turning on ** not cooling to the correct temperature ** and Heat is loud when turned on Downstairs unit stopped working - had to be ***aired. Heating issue was resolved Ceiling was eventually ***aired ** is still not cooling to correct temperature The ** and Heat is loud when turned on There is a rattling sound from vent I have asked for matter to be escalated multiple times, no one from company has reached out until I filed review with BBB. The unit does not function efficiently. Sales *** had told us this was the top of the line unit they had and yet we have already had it ***aired once and serviced multiple times within the first 6 months. We would like them to honor their 100 % customer satisfaction guarantee. I have attached a detailed document of what has occurred.

  

  Business Response

  Date: 11/04/2024

  Thank you for the opportunity to address this complaint. Our Warranty Manager and Customer Relations Manager have made attempts to contact Ms. ***** regarding her Gas Furnace and AC installation completed on May 4, 2024. We would like to arrange a visit with our Warranty Manager to discuss any concerns Ms. ***** may have regarding the equipment. We will continue our outreach efforts, and we encourage Ms. ***** to follow up with us so we can work towards a resolution.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22475294
  
  I am rejecting this response because: on 11/5, I called ******* ,customer service manager, I was transferred to her and the call was disconnected. The *** who answered the phone had confirmed who I was but did not call me back once call was disconnected. 

  I called back and spoke with another *** who did not know who ******* was. She wanted to know what the call was about, I explained more than once that I was returning her call. She placed me on hold for 14 mins without coming back to the phone. I  had to get back to work and had to hang up
  

  11/5 I called Warranty Manager, **** *****, the *** who answered the phone did not know who he was. I was put on hold for 8 mins and the called got disconnected. Again, did not get a callback. 

  The problem I have is with the overall company. It is literally impossible to speak to anyone other than the customer service call center, none of them know who anyone in the company is and  seem to have no ability to transfer a call.

  I work full time and have to find time in my day to call these people back and to be put on endless holds and being disconnected is absolutely the worst level of customer service. I have been trying for months to speak with any management in the company and have never been able to speak to anyone. The only response I have had is now that a complaint has been filed with BBB. Our heating is now not working, I do not want a technician to simply come back and claim that he has fixed it, which is what we have been told over and over with the *** There are problems with the actual system and Casteel offered a 100% customer satisfaction guarantee, and we are not satisfied with the defective system and extremely dissatisfied with the company as a whole. 

  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 11/11/2024

  Our Customer Relations Manager has made contact with Ms. ****** and we are in the process of coordinating a site visit with our Warranty Manager. We are aiming to schedule this for November 18, 2024, and will maintain communication with Ms. ***** throughout the scheduling process. Following the visit, we will conduct a follow-up to ensure all matters are addressed to her satisfaction.

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22475294
  
  The matter cannot be closed until the site visit is completed and all of my concerns have been addressed . We wont know that until the site visit is done to see whether the system will be repaired to function as it should and whether Casteel addresses all my other concerns with the overall company, customer service and management issues which have all been relayed to them in a detailed document. 

  
  Sincerely,
  
  ***** *****