I would like to preface my feedback by stating that I generally do not leave either positive or negative comments on the Internet and respect the right for all businesses to earn a profit. However, I felt compelled leave feedback in the case of CASI Air and Water because I have never felt quite so disrespected before and am rather shocked and appalled by their lack of transparency and professionalism...
As part of their duct cleaning services, they offered my mother (who is a widow) free furnace filter inspection/replacement for three years. As such, she was notified by the company this week that they would perform their annual inspection today at no cost. The Service Technician who I later discovered is the Owner of the company, was about one hour late which I completely understand since it is a busy time of year. Upon his arrival, he proceeded to remove the old furnace filter and informed us that he would return later in the evening with a new furnace filter. After not hearing back from him for several hours (three hours to be exact), I had to contact the office around 7pm to let them know that we were still waiting for a new furnace filter replacement. The same Service Technician/Owner eventually showed up at around 10pm that same evening and proceeded to bill my mother for the new furnace filter which cost $60.00. Needless to say that not only was she surprised by the cost but also quite hurt because she felt that she had been misled and taken advantage of as a senior citizen...
When I called the Service Technical/Owner on his cell phone on her behalf to simply query the billing around 10:30pm that same evening, I was treated rather rudely (not only did he complain to me about his long and difficult day, he also stated repeatedly that he had the right as a business owner to charge my mother for the new filter so that he could make an $8.00 profit on a $52.00 furnace filter). After hearing him explain his side of things which included the use of colorful language (profanity) for approximately 10 minutes or so, he finally relented and told me that he would refund the money that evening if I texted him my email address as he said he needed that information before he could send me the refund. Not only did I text him the requested information immediately, I also sent him an email with the requested information just to be safe. Unfortunately, as of the time of this post, I have yet to receive any refund which I must admit, is extremely disappointing because the Service Technician/Owner did promise to refund the money that evening if I texted him my email address...
I would like to add that during our phone conversation, I remained quite cordial and open to his explanation of things because I try to respect everyone at all times. However, the Service Technician/Owner accused me of basically "wanting something for free" and actually, hung up the phone during our conversation which again, was quite rude and inappropriate since I was completely respectful and courteous towards him. When I called him back a few seconds later, he again reiterated his promise to refund the money and then abruptly concluded our phone conversation by informing me that my mother and I were "dead to him" and that we should "go find another company" to handle our affairs which I honestly felt was uncalled for and in extremely poor taste because I do not believe that my mother and I did anything to justify such verbal abuse and open hostility. Moreover, I am simply appalled by the lack of respect and professionalism exhibited by the Service Technician/Owner and would strongly encourage anyone considering using this company to look elsewhere because, as previously mentioned throughout this post, they appear to be quite dishonest and rather unprofessional particularly when it comes to addressing sincere concerns raised by customers...
I would like to provide an update on my review as I contacted an employee of the company (Devon) first thing the next morning who was very understanding and granted my request for a full refund... As such, I would to extend my sincere appreciation to Devon for all her assistance...
Had my maitance done today with Josh Johnstone. I have been dealing with this company for the last 2 years, they replaced my furnace an ac ,have kept up with the maintenance and service in a professional ,caring manner. Josh serviced my furnace today in the same manner and installed a ultraviolet system to help with the air quality in our home thank you couldn't ask for a more courtesy professional and caring company, keep up the amazing work that you do thank you
Josh came today to inspect our furnace , UV light and humidifier. He was very thorough and able to answer all my questions and concerns. He also recommended some steps to improve the air quality in our home. I was very pleased with the visit
Thank you for the pleasant review regarding our servicing! We appreciate the 5 star review and look forward to serving you and your family for many years to come.
We had a furnace and AC scheduled but cancelled the project well before the latest acceptable cancellation date. The $5198 down payment we were promised would be refunded, was never received. Phone calls didn't help. There was always some excuse or other why we couldn't have the money just yet, and now, two years later, we still don't have our money. My advice: don't deal with this company.
Thank you. I have now sent my information direct to the email address you have provided. I included the invoice and a report on what happened. I will also update this site with the results. Thank you for responding. Thomas.
I am not one bit pleased with this company. I have complained about the dirty crpet they left. I am always promised they will have it cleaned and after about 4 years, it is still dirty. People, please be aware of CASI. I wish I had never allowed them to enter my home.
Your file has been in review for over a month now. We are trying to honor the work that someone else did 2 years ago. The reason it has taken some time in review is because we are not understanding what the stain is from, and how it was made on the bottom of your stairs, when the gentleman are generally by the furnace or upstairs doing the vents. This happened 2 years ago according to our records, not 4.
We do apologize no one has got back to you, but please know that this is in review by upper management to try and get it cleaned professionally for you if management accepts that it was from the duct cleaners as it was not noticed until a few days after our cleaning occurred.
I will put this in your file for management to review. We do apologize no one has honored what they promised you, but there is nothing on your file regarding this situation and that is why we are trying to deal with it now.
Casi installed the wrong size furnace and air conditioner 3 years ago. There have been many techs show up, each one fiddling with parts in an attempt to make it work anyway. Several of these techs verified the units are too small. The last Tech told me that because of all the changes they made in attempt to make it work, my furnace unit is not efficient any more. This is evidenced by London Hydro because I had to pay an additional 300 over budget, from the period of September to March of this year. The owner even came over to look at it and told me all would be resolved by Christmas. Now they will not answer my phone calls. I wrote to them twice and have not receive a response. Also the 10 year warranty they gave me is no good because they did not register the units with American Standard. American Standard told me they do not do anything with one of their suppliers. So I am suck with units that run nonstop and do not reach their temperature.
We have had 2 service technicians over to your home who have both stated it is regarding your venting within the home. The issue was with the air conditioning and nothing has ever been mentioned by you regarding your furnace having an issue. A lot of our past employees were giving customers false information, which is why they are no longer with our company. Our senior technician who has been with the company for many years was the one to define that it is is due to venting. Since it was the A/C issue, there was nothing we were able to do until it is A/C season which has fallen upon us within the past few days. If it was in regards to your furnace not working properly we would have dealt with it immediately of course as it was just winter. We will have a service technician to your home once again by the end of next week, being May 17th. We will assure to have your units operating at optimal efficiency for you.
I installed the top notch furnace (fully automatic) with a humidifier a year ago and am fully satisfied. Now I am installing a tankless heater plus the coil for the antimold inside the furnace. I am convince it's the right thing to do.
Thank you for the 5 star review! We recommend the UV light for above the coil to kill virus, bacteria and much more! Everyone is switching to the Navien Tankless, it is a great decision.
Josh arrived today for filter replacements and discovered we were missing a UV filter for the air conditioner. We were well pleased with his careful approach and found him to be competent, efficient and cheerful
josh was here today to service my furnace he did a amazing job today explaining stuff helping you out best he can you can tell he actually cares for the job and so for the people.
Thank you for the 5 star rating! We have had stellar reviews regarding Josh, he truly is an amazing service man. We appreciate your business and look forward to serving you for many years to come!
Josh came to my home today to check and service my furnace, etc. I have never had such a friendly, pleasant and honest service person. Come back any time Josh.
Ron came to do an efficiency review of my home and recommended products to me. I felt he was very honest on only tried to sell me what I really needed. Everything has gone smoothly just as Ron promised and he has been very responsive to any questions I have had along the way.
still waiting for promised cheque .. Shyla was that June you promised that .. only about 50 email follow up .. now you don;t even reply ... didn't qualify for rebate .. then they promised to refund that amount .. oh well took 38 days to get furnace correct ... wish I had never let saleman in the house... what was installed is sub par... units 25 years old were better!!!
do not do business with this company promise refunds and than wont honer what they have promised bad business had issues after install as well and got the run around problem was never addressed with proper fix
After speaking with you on the phone this morning I had called energuy, and you are not supposed to get your cheque until the beginning of December from Union Gas. CASI has done everything needed, and from here on is the wait for Union Gas to process your file. If there is still an issue with the installation, please call 5196462274 and we will have a gas technician out there within 48 hours.
Had Derek from Casi in my home the other day to do my annual inspection/filter change, the knowledge he brought with him was fantastic! He explained a few things to me that I was not aware of :) Very professional and very efficient at his job! Thank you Derek for a great job!
Thank you for the great review! We assure our service technicians are trained professionals to inform the home owners how to take proper care of their systems. We will make sure to pass on the kind words to Derek!
I was very happy in the beginning with this company. Not so much now. They were very quick to put the furnace and air in. Had to come back because they connected the outside vent wrong. Then they did not have the right filter for the unit so they had to use ours until one came in. Then they said they would come back when it got warmer to charge the air. Well we called because they did not. We had that hot weather brand new air conditioner and we could not use it. We called and asked when they were coming. They said oh you have to make an appointment. Made appointment. They did not come. We called again. Set another appointment. No show. Called them they said we did not have an appointment for us. Really? So we called again. We will see if they show tomorrow.
We do understand your frustration.. but unfortunately we are trying our very hardest. We have been slightly understaffed, and are recruiting more help to take care of our customers properly. I personally have spoke with your husband multiple times, and I hope it has shown that I am trying to get your A/C started.. unfortunately with gentleman calling in sick and having family emergencies it becomes tough. I had promised Mr.Cogghe that the air will be working today, so please expect the 20 minutes heads up call from our technician Arthur!
Today a young man named Derek came to do a final inspection of our new furnace, he was very thorough, very knowledgable and very polite, explained everything in depth so we understood. We have experienced high pressure sales from 2 other CASI employees who will never be inside our home again. It's good to know there are still good people working at CASI of which Derek is definately one.
We are pleased to hear that you had a great experience with Derek! We will pass on these kind words to him, and we can assure in the system that he comes to your house from here on! Thank you for being a valued customer of ours.
Had Mitch from casi come over today and clean my furnce duct work he was kind clean and well mannered did a excellent job I would recommend this company to anyone who needs work done on there furnce or ac great company keep up the good work
Thank you so much for the great review, our duct division makes sure we do the best clean possible so the air you and your family breath in is as clean as possible. Thank you for your business!
We installed a new furnace, air conditioner and water heater last summer with this company. We very much regret the decision. The equipment they installed is fine (besides the mess left after the install, failure to remove the water heater they said they would, the inspector coming and commenting to the many errors made on installation) but beyond frustrating is the failure to return calls, the mis-information we have received and not to mention the thousands in rebates they guarantee that now 10 months later we have not seen a penny of. I would advise everyone to not allow the duct cleaning service they offer into your home and be prepared that even just a filter change will result in HIGH PRESSURE sales of everything else you "need" to get.
I just spoke with your partner and explained the situation and how we are going to fix the "High Pressure" feeling. As I explained to Jon, our service gentleman are trained to go over the customers needs and analysis to assure we keep them as comfortable as possible. I have noted in the file to only contact you once a year, and any other service you need to call in for! I asked your husband to call Union Gas, because the rebate money does not come from us so it is not our error that you have not received this, but on March 5th I did inquire to the auditor for you and did forward those emails to you. I provided your husband with my personal phone number, so that if you have any further questions you can call me even off work hours.
March 13th you emailed and said you would look into the difference in the auditors rebate number and the number that was quoted when we purchased in July 2017. You never replied with your findings by phone or email. The only other emails I received were regarding the warranty. Also if it is Union Gas is there a reason in December, January, February and March when I phoned in - all your agents said, "Thank you Mrs Pollnow we will look into that and call back. Or we will be in touch with the auditor and get back to you. Or - so and so who does this will be in touch with you" I never received call backs - and was never told to contact Union Gas. I understand you are saying this is not your fault but Union Gas...but you are the ones that guaranteed the rebates and have failed miserably to answer or respond to questions so we could do what was necessary. And to clarify - the last employee that came into our house and I asked him why they have to proceed to a high pressure sales pitch every time they enter our home and he admitted it is required of them and that if he felt there was opportunity he could try to sell us windows! It is not about needs - it is about sales and revenue for your company. And then there is the duct cleaning man who outright lied to my husband about what "I wanted done" - or the ducts that didn't even get fully cleaned - and the thermostat we were told we would get until the installers came and said it was too much work to do that one so they gave us a standard one - leaving our old one sitting on the floor with drywall and screws. So I appreciate you trying to make things right and resolve this but at the end of the day your company has provided horrible customer service and the right hand doesn't know what the left hand is doing there.
The reason a reply was not sent on the 13th or following days after, is due to my investigation within the reason the amount of $200.00 was not included on the pay out. I figured the rebates would've been paid to you by this time, and in other cases that extra amount (which generally comes from the IESO) is sent as well, so after my investigation I assumed you may have got that money. I will admit, I should not have assumed and should have done a follow up call and I will take responsibility for that, but as soon as I found out that you have still not received anything, I made a phone call right away and had a very nice conversation with Jon, who was very understanding. I am sorry you feel that we have failed you mam, but sometimes this can be a lengthy process to go through, and we try and make it as simple as possible for our customers. The reason you would not have been told to call union gas, is because it is the last resort that we go to when dealing with "late cheques." All of these issues about the thermostat and the clean and high pressure sales were never mentioned to the "multiple" people you had talked to, so it is hard for us to have these issues resolved when it is months/weeks past the original day of the problem. We apologize once again, and wish you the best with receiving your rebates as soon as possible. As I also mentioned to your husband, you will receive the remaining $200.00 from our company this week, because customer service is our number one priority.
Thank you for taking care of the additional 200.00. Yes Jon was very understanding - because he has not had to deal with multiple phone calls to your office. The issues listed above have been mentioned to staff on calls made - but as the lady I spoke with last week mentioned there was no documentation about them on my file - even though I specifically asked if the employees were documenting my file while we spoke. I am still awaiting a call from the manager that I requested Friday...today is Tuesday... It is interesting that the only way to actually get a response from your company is to post on a public review site like this where you are forced to respond within 72 hours. This speaks volumes of the customer service you provide.
We will definitely be speaking with the office, and find out who you were speaking with to assure that this does not happen again. It is not forced upon us to reply to these in 72 hours, as we can decide to not reply if we wish. We are trying to resolve this account with you, and a manager will be calling you by 12:00 tomorrow.
The people in this company are very friendly, but they aren't very organized. When the furnace was due to be installed in December nobody showed up for the initial appointment. The next day they called to rebook it for the following day. Now it's May and we are still waiting for our air to be installed. I called to make an appointment on Tuesday May 1st, someone called me on Thursday morning and said they would be there between 12-2 the next day to hook it up, but probably closer to 2. A guy showed up to go over the 10 year warranty (which I had already done), but he had no idea about hooking up the air. I called them back and they said how sorry they were about the misunderstanding, and they would try to have someone give me a call next week hopefully to make an appointment to install the air. Again.. very nice people, very disorganized when it comes to getting things done. We will see if they actually follow up with the call next week.
We try our absolute best too keep organized and all our customers pleased. The reason we would have re-scheduled your installation date is due to no heat emergencies. When a customer calls in because they have no heat and need a new furnace, this of course takes precedence over someone who does have heat in their home. The AC is installed, but the reason it is not working, is the weather needs to be above 18* C for us to charge it, which is not attainable in December. The reason we had to post-pone the AC charge on Thursday was due to the weather not being on our side. In your area, it was raining all day and we are unable to complete our job correctly in the rain. A message was left on your phone yesterday with enough notice informing you we are unable to make it. We do apologize for any inconvenience, but you are one of the top 10 customers getting their AC charged first.
I would first like to start off by saying, kevan Lealie YOU ARE THE MAN !!!I called you frantically because my fernce broke and I work swing shifts and have a young family who were home with no heat, You didnt hesitate, or stall to find time, you replied with you'll be here in the morning, As you were with your own personal heaters to keep my family warm, till our furance was in. Also THANK YOU to your crew, who was always poliet, quiet when our baby was sleeping, and cleaned there mess,On a Good note a finall thank you to everyone,I HIGHLY recommend Kevan Leslie to purchase ypur next furnace from I guarantee you wont regreat it !!!!
Natasha, thank you for such an amazing review! Our representatives are always caring that our customers are safe, and comfortable. If we are unable to install the furnace right away, we assure you stay warm, as Kevan did. We look forward to serving you and your family for many years to come.
Had issues with thermostat not igniting and several technicians checking it out, but CASI offered to come look as we have several of their components on the furnace and he spotted the problem right away - very pleased with their work and dependability.....
Ron will not only provide the HVAC system best suited for your house, but will do so in a courteous and professional manner. He will explain the process involved and make you feel comfortable with your decision. Detailing the available rebates and arranging for the energy audit will further an overall great experience.
We are glad you had the experience we strive for! CASI makes sure our employees present the best customer service possible. Thank you for the kind words we will assure to pass it on to Ron!
Beware of these folks!! Recently they came out to my mother's home for an annual inspection of the furnace. The service tech noticed a rust hole in the outer shell of the rental water heater (the inner vessel was fine). He went into a scare tactic sales pitch stating the the water heater was ready to burst and proceeded to push a $4000 tank-less replacement that she didn't need. Extremely disappointed they tried to take advantage.
Mr. Willard: WE take rust holes in water heaters seriously. This can lead to a serious situation in your home. The fact is your mother did need a replacement for her tank. We provided her with many options and the tank we recommended is the most efficient and provides her with a rebate. We did not take advantage of her with any scare tactics. Please contact us directly if you wish to meet and review our sales system and the excellent way we treat all customers.
2 years ago Casi cleaned our ducts Great job!! We also bought a uv light system for $1000 good investment. But the trouble is with the sales person. My wife has alzhelmer's so she does not realize everything going on. She should not be taken advantage of. Six months ago a sles person from Casi showed up to inspect our furnace. We RENT the furnace from Reliance. The sales person tried to sell a $3000 filter system I said we RENT and do not want the system. Last week sale person showed up again to check our RENTED furnace I was out for about a hour, He said the humitifier was leaking and made a work order for repair which my wife signed and put down a deposit, Cost $676.87 He was gone when I got back I phoned and cancelled the work. We RENT the furnace I called Reliiance for the repair. It was a loose hose clamp service man in and out 15 minutes. Cost no charge Casi for same cost $676.87. My wife put down a deposit I called 4 times still no refund. I feel that the sales person took advanage of a person with ALZHELMER,s that is not playing fair, Serviceis great Beware of the sales. They do not play nice get a second opinion for work!!!!!!!!!!!!
We do apologize that you have not had the experience we had hoped for. When a case of Alzheimer's is known to the company, it is always put directly into the system. When all service calls are scheduled, that department is trained to assure both home owners will be present to avoid any missed questions or problems. In the system, we have that you were scheduled for a ventilation inspection as you had the ducts cleaned which was stated above. If the furnace is rented by another company we will not service it, but as we did clean it he would have been checking the cleanliness of the unit to assure optimal performance. Regarding the humidifier, the service technician would have recommended the purchase of a new unit with no obligation to buy or sign as usual. The cost of 676.87 was not for the service of the humidifier, yet it was for a brand new unit itself which is sold for 899 plus tax. Being a preferred customer, you were receiving a significant discount. I spoke with accounting and was assured a cheque was sent out of the deposit your wife had made, which is totaling $35.00. We have put into the system that your wife has Alzheimer's and service calls will no longer be scheduled with her, but only with yourself. If you do need confirmation that this has been completed you can call in directly to the main line and provide your email, as well if you would like the cheque number that is available to you as well. We once again apologize for your experience.
Jacob did a wonderful job. They were knowledgeable, friendly and provided a great service. There was a slight error during the installation, but I was offered a free filter replacement as compensation. They own up to any mistakes and do everything they can to make it right, and the definitely did in this case! Thank you for your hard work and I will definitely be doing business with them in the future!
Thank you for an amazing review! We strive for perfection, but with minimal errors we are sure to correct them properly! We are so happy you've had such a great experience, and hope for many more to come within the years of serving you and your family!
Derek Grigg came out and checked the work that was done installing my new furnace. Of course it was beyond reproach. We then discussed a UV light and we both agreed that it really was beneficial to me and my family. Kudos to Derek for an outstanding job a workmanship and personality to identify with me and my needs.!!!!!!!!!!!!!!!!!
We are so pleased that you had such a great experience! Discussing the customers needs and analysis is what we focus on to assure you and your family and content and understand how the products will benefit your home specifically. We will assure to pass such kind words onto Derek, and we are happy to serve you and your family for many years to come.
had first apt scheduled march 27, 2018..They cancelled due to truck breakdown, no worriesd, rescheduled for following Monday at 3 pm.. Technician called at 11 45, they were ahead of schedule, wanted to clean my ducts at that time. Explained I rearranged my work schedule so that I could be home for 3. Thwy told me it was not worth the wait to stick around in town for 3 hours, so they cancelled the appt. I phoned office, spoke to Melissa who was very courteous, however no attempt was made by management to contact me, still waiting for this call to a very unprofessional work ethic...
We did contact Joe and set an appointment on April 2/18. The truck was not able to attend due to jobs that were delayed. We did let Joe know of the change. He did not want to schedule another appointment. We try to keep to schedules but delays do happen that are not the companies delay-people are late at appointments and some homes take longer to complete the work.
What started as a very cold Saturday morning turned into a good thing!!! My furnace had "died" and CASI had an emergency number to call. I planned on replacing the furnace this year and add an A/C unit...but was hoping to wait until May. They were able to get the heat going BUT the furnace might not make it. Ed from CASI came out to explain in detail the rebates available...as well as answer questions. We've gone ahead and installed the furnace, A/C and hot water tank (no more rent). The energy auditor was out today and once I have the second item installed and audited...I can expect the rebate cheques. I wanted to say a huge THANK YOU to Ed, Abe, Ryan, Joseph, Jason, Pete and Shyla!! You exceed the qualities I value including knowledge, expertise, professionalism and customer service. YOU'RE AWESOME AND AGAIN MY SINCERE THANKS!!!
We are so pleased to hear that you have had the experience we planned for. The rebates are a great program to take advantage of and we're glad we could help you receive them! With ample experience in the field it helps us give our customers a sense of assurance with their purchase, and having great customers like yourself is a bonus for us! We are happy to serve you for many years to come! Thank you for such a great review!
We are so pleased to hear that you have had the experience we planned for. The rebates are a great program to take advantage of and we're glad we could help you receive them! With ample experience in the field it helps us give our customers a sense of assurance with their purchase, and having great customers like yourself is a bonus for us! We are happy to serve you for many years to come! Thank you for such a great review!
New furnace installed in October and as of 10/09/2018 furnace still not working properly. Ownership deletes my poor reviews. Another service tech was promised to be here first thing in morning again and it is now almost 2 pm and no show. They have tried to explain the problem but 2 months into repairs it still doesn't work properly. NO NOT LET THESE PEOPLE IN YOUR HOME. THIS IS MY 3RD BAD REVIEW BUT STILL NO HELP!!!!!
We do not delete any reviews, we actually don't have control to do that. There is a service call scheduled for you today and issues should be resolved.
Please do not review your own business. If you do, your review will show up highlighted in green and will be deleted.
You are responsible for the content of your review. You may be held liable if the content of your review is deemed to be defamatory.
I would like to preface my feedback by stating that I generally do not leave either positive or negative comments on the Internet and respect the right for all businesses to earn a profit. However, I felt compelled leave feedback in the case of CASI Air and Water because I have never felt quite so disrespected before and am rather shocked and appalled by their lack of transparency and professionalism... 
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