Castle Heating & Air Conditioning

Craig and a young apprentice came together on Thursday morning. Apprentice seemed abit distracted, and very new to working. I walked them to my Rheem gas water heater to replace the Thermopile that I had ordered. Since the moment Craig came in he had nonstop calls from someone yelling in his year about a 91 year old lady, then another person about a mortgage, and another person about something else( his phone speaker was super loud so one could hear the other side of the phone). Craig seemed to busy to supervise apprentice and very distracted. Although hesitant with what I was seeing, I let them have their space to work. About 45 minutes later Craig called me down. He said that I had to make sure the part was correct because it seemed like it was wrong and the heater isn't working. He reiterated that I should order correctly next time and that home depot heaters are bad. Then went ona rant on how A. O. Smith heaters are better and so on and so forth. I asked how much it would cost, and he said $125 for just coming out. Dissatisfied with what I thought was my error , I paid him the money. However still dissatisfied with what seemed like an odd exchange, and the fact that despite the part being wrong it was still installed, I called the Rheem company for another Thermopile, Eversource to check if gas was on and running and another tech who I sent pictures to. Eventually, Eversource gasman came by and saw immediately that job seemed to be done hastily and poorly, but that perhaps it could be gas control valve. Gas was running normally and he also recommended another gas tank. 3rd tech asked for pictures and agreed that it could be valve or Thermopile could be installed incorrectly, as it needs to be precise and clean. He also recommended a new tank altogether may be best and less hassle. I ordered through warranty the new Thermopile from Rheem and today I had someone take a closer look at the gas heater and Thermopile. Upon inspection, it was evident that the burner was actually installed upside down, and the lines attached were bent the wrong way due to this error. Called up Craig twice today , no answer. Called the answer line, left a message with service, 30 seconds later a call from Craig. He got defensive about the installation, then blamed it on having been away a minute and not seeing the mistake, and then eventually blamed it in the young apprentice. Then he tried to say he wouldn't come out until I got the right part. Told him I have the new part. Then he says, well what do you want me to do?? (wow, I thought to myself ) I asked for someone to come by and install new part, and fix the mistake because it is pretty serious. He eventually said okay and he would be out the next morning. I thanked him. I am now waiting for his return tomorrow to see what will happen. I hope this gets fixed. This was not a professional service nor a well inspected one. This is also my second time having a gas company from Meriden do a shoddy and rushed job, leaving a mess, and then trying to blame me. I will revise once new service is completed. New : This is an old review but I do have the update. Craig ended up coming back, apologizing and admitting that he was very distracted and going through some stuff. I told him I just wanted this to be fixed and that him blaming the apprentice and then taking it out on me was not only unfair, but also unprofessional. I accepted his apology but I definitely will not be hiring them again they take advantage of young hires and the people in Meriden who are old, not familiar with trades, or are too busy with their own lives to discern what a professional job is.

Replaced a problematic 20+ year old AC unit in May 2026, the new unit, installed by Castle has been running flawless ever since. Their pricing was very fair, they showed up on time and as an engineering type guy I can say the work was top notch. I was very nervous due to the difficulties with the old system but, after running some calculations, Sam fully explained to me why the old system had problems and how they were going to solve them. Small family company...I highly recommend

I wanted to take a moment to recognize the technician who came to my home today. I was extremely impressed with his professionalism, knowledge, and diagnostic approach. Rather than jumping to conclusions, he took the time to understand the history of the system, thoroughly inspect it, and explain what he was seeing in a way that made sense. What stood out most was that he wasn’t looking for the easiest answer or trying to sell me something. He methodically worked through the possibilities, checked the system pressures, inspected the components, and explained his findings regarding the high head pressure, potential refrigerant flow issues, and the missing filter drier. He also commented on the condition of the system, including how clean the indoor and outdoor coils were and how well the filter had been maintained, which I appreciated because it showed he was paying attention to the details. It’s not often that you meet someone who combines technical expertise with clear communication and genuine professionalism. He represented your company exceptionally well, and I wanted to make sure his efforts were recognized. Thank you for sending such a knowledgeable and professional technician.

I just want to say That I had a gas leak that Eversource found on a routine inspection .I have an old furnace , I am a new homeowner , I called around a couple of places . I received a call back from Castle and the lady on the phone I don't remember her name but she was accommodating and nice she narrowed my window of expected time of arrival so that i can work a 1/2 day thanks for that . when I got home I received a call from Sam who is the technician . he was very prompt, He completed with in 1 hr . I called him back after he left because my pilot went out. He was going to come back the next day after I get out of work . He was compassionate towards my family's needs, due to the fact That I have a 2 yr old living in my house .Sam didn't want to have the baby be cold over night So He came back after hours because of the baby . I was very touched and appreciate it , especially since the temperature is supposed to be 36 Degrees and showers .I also I offered Sam a tip but he refused . Kindness goes a long way especially in the times that were living in . God Bless and I recommend castle heating just because of the great service I received .

Customer services is not on their radar. I asked them to come service my unit because my hot water was down. I have never used them before, so they told me that they could come out the next day. I managed to fix the unit myself so I called in to cancel. They have 2 numbers, 1 is the answering service 24/7 and the other directs you to call the first number. They call you only when it benefits them. They "Didn't" get my message, so they showed up. First thing that I told them was that I got the furnace working and the hot water is fine. Just needed the $200 cleaning. During the cleaning, they found that the furnace was having an issue. Now I don't have hot water anymore. They told me it was the pump. $280 fee, plus labor. I agreed, and they replaced it. Guess what, still having a problem. So they replace another item and still not working. Finally they replace the control unit and everything was fine. SO I tell them to put the original pump back. I was told, exact words, "Its installed now, I can't take it back" My $200 cleaning turned out to cost me $880 and they took my old pump with them. I can't prove that the pump was functional now, and I am forced to eat this. I called the day of the service to discuss the situation, but my call wasn't returned. I called again the next day and expressed that I was going to post my experience online, so it would be best if we could discuss what happened. No call back. I will never use them again and I think everyone should find a trustworthy service company.