Had some issues, but encouraged by recent actions.
My impressions of Casteel’s pre-Sales experience and installation of a whole home air purifier unit were excellent. People like Tom Taylor (in Sales) and the Casteel ladies that handle Service requests are top-cabin. Unfortunately, we had (2) separate instances (across 2 days in a row) of gas leaks in our home (post installation). Because installation and subsequent leak repair efforts were completed late in each day, we were unaware of the gas leaks until we woke up to headaches and gas odor in our home for two mornings in a row.
Casteel appears to have had a situation (currently being addressed) with one or two people not using the Electronic Gas Detection tools they are supposed to use to check leaks. I do want to commend an individual Casteel Field Tech “Wayne” for using the correct tool, solving the leak and doing it to my complete satisfaction. Wayne followed Casteel protocol, repaired the leak, verified it was not leaking and left me feeling much more confident about Casteel service.
I contacted Bob Casteel and shared with him what had happened. Bob actively responded to me and engaged the issue. He also took action to re-communicate Casteel’s existing expectations for servicing their customers and for addressing gas leaks. I also don’t want to broad-brush the Casteel company as not doing their jobs right. I expect there are many people there each day (like Wayne) that do the job right and as expected by Casteel.
RickW - 0076224