ComplaintsforClassic Aire Care

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **Subject: Formal Complaint Regarding Service and Warranty Issue**Dear Better Business Bureau,I am writing to file a formal complaint against Classic Aire Care, located at ***********************************************, regarding a recent service issue and lack of response concerning the **** system at my home.**Details of the Complaint**:- **Service Date**: Jul 12, 2024 - **Service Provided**: ************ replacement and diagnosis of compressor failure. **Issues**:1. **Incorrect Diagnosis of Storm Damage**: The companys technician stated that the compressor failure was due to a lightning strike during a storm. However, no storm occurred in our area, and I did not report any such event when calling for service. The company seems to have used this as a reason to deny warranty coverage for the compressor. 2. **The condenser was originally installed at exact location and tech claimed the condenser is located in a very difficult-to-access location Despite this, they refuse to honor any potential warranty or take responsibility for the failure and their only solution was to recommend replacing the entire unit.3. **Lack of Response**: I have contacted the company via email to resolve this issue, but I have not received any response. This lack of communication is unacceptable and has left us with an unresolved problem.**Desired Resolution**:I request that Classic Aire Care reevaluate the situation and provide a fair solution, which should include either covering the compressor repair under warranty or offering a reasonable repair option instead of recommending an expensive system replacement. I also expect a prompt response to this ongoing issue.I appreciate the BBB's assistance in mediating this dispute to reach a resolution.Thank you for your time and consideration.Sincerely,

  

  Business response

  08/21/2024

  Our Service Manager and Service Technician have visited the customers home to re-asses the situation.  We have installed hard start kit, rewired thermostat, and cycled equipment again at no charge to the customer. The system is operational at this time and we will remain in contact with the customer to monitor the compressor. 

  Customer response

  08/25/2024

  Complaint: 22161884
  
  I have reviewed the business' response and am rejecting it because:
  
  system ran for few days and electrically shut itself down. Seems like a thermostat communication/ circuit board issue. 
  
  
  Sincerely,
  *************************

  

  Business response

  08/30/2024

  Classic Aire Care has exchanged emails with the customer and has agreed to replace the unit at no charge. Classic Aire Care is helping facilitate the warranty with the provider, JB Warranties a 3rd party labor warranty company. As this unit was not installed by Classic Aire Care and the warranty not issued by Classic Aire Care all of the warranty information was not on file. As there was a delay in sorting out the warranty information Classic Aire Care has agreed to perform the repair and relocation in excess of what is covered by the warranty at no cost to the customer. 

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had AC work done on July 16 2024. ***** (the worker) allegedly put a new capacitor on our furnace (which I do not believe to be true because he said he had to go to his truck to get one but obviously did not notice the cameras on the house and i never saw him go back to his truck) and he told us if we get the work done that he would waive the diagnostics fee. I then let him do the work. He then proceeded to sell me a PMA contract for 210 dollars and stated that if i purchased the contract he will deduct 44 dollars off the capacitor. I paid a total of ****** for the contract and capacitor. About ****************************************************************************************** the run around and decided now to charge me for diagnostics and full price for the capacitor. They played phone tag with me and will not send me my refund or receipt, This is exhausting and literally the worst company i have ever dealt with. BUYER BE AWARE. They will rip you off. i even asked to speak with a manager and ******************* tells me that there is ***** higher than him but i called and spoke to someone else and she said she would email the manager. I then asked for the managers email address and she says she cannot give it to me because it contains his last name. The manager calls back and gives me his first and last name and fed me some garbage in order to keep my money. All i want is my money back for a contract that i cannot use and they will not refund me.

  

  Business response

  07/26/2024

  We are sorry to hear there was a miscommunication. We do have a record of this service but the technician was not *****. Our techs pull their inventory, including capacitors, for each job and are stocked weekly.

  Regarding the diagnostic fee, we charge a diagnostic fee is charged for every service call that our technicians go on and is applied to every bill. We inform customers of this diagnostic fee prior to dispatch. 

  We do have a maintenance agreement, known as a *** which includes many benefits including 2 visits per year and a 15% discount on repair. On this visit our technician offered the *** contract to the customer which would have included a 15% discount on the repair and would have allowed this service call to convert to one of the visits which would then waive the dispatch fee as the cost of the *** covers two visits. The *** was canceled shortly after the service call and the cost of the *** was refunded. As there was no *** that means the previous visit was reverted back to a service call, which included the diagnostic fee. Once the *** was canceled the benefits are no longer able to be applied to the bill.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This issue has snowballed for three years. Theres a reason its taken till now to report it:The previous HVAC system in my house worked efficiently, was extremely old (20+ years), had some kind of switch issue and died.I happily called Classic Aire Care, and took out a loan to pay for a new updated system (which Im still paying off).The warranty is only a year, it was installed in winter.First summer I called because it seemed to be struggling to keep temp, I never received a call back. The next summer I called a different company to diagnose any problems, as it was struggling again. I called then called CAC immediately to check for a leak, and had to pay them also. I was told 1) that a leak test would be hundreds more, 2) the system installed in winter and they can never get a proper assessment of the chemical levels, and 3) I still owed them for a diagnostic without the leak assessment (which I couldnt afford).Then earlier this year it was brought to my attention that the unit wasnt level (installed on frozen ground).I wrote a ****** review and got a service manager to call me, but thats it really. They admitted that the install chemical levels can be off, and the ground likely settled after a thaw and tilted the unit. They admitted they dont ever follow up on this unless asked. They also never informed me about any of this until my warranty was expired. Nothing is going to be done without paying them hundreds of dollars to just assess It.I feel taken advantage of by a company of professionals who should know better.The temperature in the house isnt holding, and the air coming out of the vent is less than ten degrees different than whats coming in.We are out hundreds in lost energy savings, which they assured me I would benefit from. Were using an additional AC unit just to try and keep up with the heat.I dont want money, I just want them to assess and fix it, and guarantee their questionable work practices and Information.

  

  Business response

  06/19/2024

  Our Director of Operations has spoken to the customer. We will be going out to the customers location to perform a no charge clean and check and to evaluate the system. 

  Customer response

  06/24/2024

  Complaint: 21863340
  
  I am rejecting this response because:

  The Technician that assessed the issue identified a bad compressor. The normal labor rate for this Im told is $1200. They said they would cut me a deal for around $900.
  

  I do not have that, partially because Im still paying for the system (and compressor) they installed on a monthly basis.

  Furthermore my electric bill has gone up over the last two years.

  I also paid for a diagnostic a year ago, and this wasnt identified. 
  

  Genuinely not sure what to do at this point, not sure what to do with the heat just beginning.
  

  I am frustrated because its something that couldve been caught earlier, Im still paying for, and I didnt install or cause this issue. 

  Theres record of me calling them one and two years ago about this initial concern, ** told.

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

  Customer response

  06/24/2024

  Ive spoken to ** since rejection of the resolution, and they are trying to work with me.

  Im being optimistic we can meet halfway or find a resolution.

  I Appreciate the time the ** has taken to reach out to me twice now.

   

  

  Business response

  07/01/2024

  We have gone to the customer's home and replaced the compressor unit as well as evacuated system (vacuum held) and charged with 5 pounds of R410A. The unit is operating correctly now and running normal pressures.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Classic ******** provided some (excellent) service in my home in the process of replacing AC units. I have been very satisfied with their technicians and I always paid all of their invoice. However, over the last year I have received an invoice that I never approved and Classic ******** refuses to adjust their billing. Trying to understand, I believe that Classic ******** is trying to pass to me costs that they incurred, even though there was a never a contractual agreement for me to pay these costs and I requested multiple times for the documentation that would explain what costs were incurred and why these would be my responsibility.I think this is a good company but I am very disappointed with this experience, even though on a small amount. I very respectfully I should be billed costs that I never approved and ask them to correct their billing accordingly. It is not the right of the business to pass along any costs to customers without a written agreement to that effect, which I never made. These operating costs were already covered by the amounts incurred for the service, per the terms of our written contract, and were fully paid at the date of service. I am requesting a billing adjustment with removal of this amount (so the balance should be zero).

  

  Business response

  04/26/2024

  We regret there is a misunderstanding on what the charges in question. The charges are from from an April 3rd, 2023 visit. The technician was at the customer's location for a spring Air Conditioner clean and check. In addition to the regular maintenance the technician replaced 1 pound of freon as well as replaced the condensate drain hose on the 3rd floor. These two items were in addition to the regular maintenance visit costs. Any additional charges outside of the regular pre-paid maintenance charges are to be discussed with the customer and receive approval. We do have signed estimates for both items, however if the customer does not feel that it was properly explained that these items were separate and in addition to the visit fee we will dismiss the charges. Our customer ********************** manager will be reaching out as well to the customer. 

  Thank you,

  Classic Aire Care
  

   

  Customer response

  04/27/2024

  Complaint: 21607270
  
  I am rejecting this response because I still have not received any documentation for these charges and the company still does not provide via the BBB the actual document establishing that I have agreed to these services and have agreed to these charges. I did pay the company for regular maintenance, but this agreement does not involve a blanket pre-approval for the company to decide on any additional charges and services without an approval from me.

  I am disappointed that the company continues on the same company line that they "will reach out" and refers to inexistent documentation that they do not wish to share. I am reiterating that this charge should be removed from my account and will not hesitate to share this very poor business practice publicly if I keep receiving these charges.

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

  

  Business response

  04/29/2024

  ********************,

  We apologize if our response to the complaint was not clear. We are removing the charges from the account account and the balance is zero. 

  We had attached to the previous message two signed estimates related to the charges in question on our response and have attached to this response as well. If they are not visible or coming through the the BBB portal we would be happy to email the documents as well.

  To be clear we are removing these from your account and your balance is zero, we are simply providing the documentation as requested to show what the charges were for. As there was a miscommunication at the time of the service we are removing the charges and the balance is zero.

  Thank you,

  Classic Aire Care

   

  Customer response

  05/02/2024

  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. Thank you so much for being responsive and I truly appreciate it!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a furnace and air conditioner installed last year for almost $10,000, and we also purchased a maintenance contract. We recently turned our furnace on  and we were hearing noise. I called Classic Air this morning and they asked if I wanted them to send someone out and they said it would be a $99 charge. They said they would come out on 11/12/23 to take a look at the furnace. When he installed the air conditioner and furnace he rinsed out the hose and there was lint coming out of it. There shouldn't have been lint coming out if it was brand new. This made me believe this was probably someone else's problem I was dealing with.

  

  Business response

  11/28/2023

  Thank you for bringing your experience to our attention. We have performed maintenance on the unit including inspecting all components, lubricated all moving parts, inspecting and tightened electrical components and cycled unit to confirm normal operation. If you have further concerns please give us a call to discuss. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/5/2023, I contacted Faszold Plumbing indicating I needed my main line cleaned. I informed the company representative, a handyman had tried to unclog the line with inch snake at 40 feet it did not work. I indicated using a snake to unclog the drain would most likely not work. When the Service Technician arrived at my house from Classic Aire Care, I informed the Technician that someone had already tried snaking the line for over an hour with a inch snake for 40 feet and its not going to fix the problem. This is evident in my payment to ******* Plumbing and Handyman Service for $150 on 6/2/23. The Technician indicated he would unclog the drain. The Technician used the same method to unclog the drain that the handyman used, snaking the line this time with a 50 feet line. I asked the Technician several times could he indicated he would and that it takes several times. After about 1 hour, the Technician indicated he could not unclog the drain and that he would need to run a line down straight the line from the roof.I paid the $269 charge. I am not satisfied with the service after I made it clear that snaking the line would not work several times. I dont feel I should pay the full price for the service as I made it clear several times snaking the line would not work, and the Technician confirmed several times he would be able to unclog the drain.

  

  Business response

  06/09/2023

  The customer called on 6/2 at 10:48 am and spoke to ******* one of our ***s. At that time, the customer relayed that he was looking to get a main line cleaned and that he had someone clean it but that they were not able to unclog the main due to not having the proper equipment and suggested that the customer call someone else that has a cable bigger than a half inch and 25 foot long. ******* asked if it needed to be cabled through the roof or if the customer had an outside clean out. The customer did not know if he had an outside clean out. ******* advised the customer that if it needed to be cabled from the roof that it would be a two-man job and we did not have that available the same day. The customer said they would call us back; therefore, no service call was made.  
  
  On 6/5 at 9:00 am, the customer called back and spoke to our *** *******. The customer said he needed to get the main line cleaned out. The *** relayed that we had availability same day between the hours of ****. The customer asked for pricing which the *** provided at that time. The customer even mentioned our $25 off coupon online.The customer did notify that he had a friend that is a handyman come out and snake the drain but was unable to unclog the drain with his equipment and that a thicker and longer cable would be needed. The customer requested ********************** between 3 and 4 pm. Our *** reiterated the time frame available for same day service was between **** and even offered another day.  The customer said he would call back; therefore, no service call was made.
  
  The customer called again on 6/5 at 10:20 am and spoke to our *** named *******. The customer said he spoke to someone already and said he was available today between ****. The *** asked what notes to add to the dispatch and the customer seemed agitated and said that he already told the last person he spoke to today, then said he needs the main line cleaned. The customer asked for the cost again and the *** provided that. The *** put in the dispatch as the customer relayed it to her. The customer did not notify that *** of the specific details needed at the time of booking when it was most critical to relay for dispatching purposes.
  
  On 6/5 at 12:01 pm the customer received notification that ****, one of our plumbers, was in route. **** arrived at 12:25 and the customer was not home. **** knocked on the door, rang the doorbell and then called the customer. The customer said he would be home in approximately 30 minutes. The customer arrived at 1:05 pm. **** cabled the kitchen line through waste arm several times and was unable to clear. **** notified the customer that he would need to cable through the roof vent to open and that would need to be scheduled as it is a two-person job.  
  
  **** made a follow up for our team to schedule two people to come back out. Our *** *******, called the customer to schedule that appointment and the customer voiced his disapproval and said he did not want our service. He hung up on the *** and did not allow anytime for our *** to follow up. Ultimately, the job required 2 people and roof access, just like ******* had asked the customer about on the original call from the customer on 6/2.  
  
  We are willing to work with the customer and our ******************** manager will be following up with the customer. The customer is free to call us directly to resolve this as quickly as possible. Thank you for allowing us the oppurtunity.  
  
  

  Customer response

  06/13/2023

  I was informed by the Technician that he would unclog the drain during his visit.   I asked him several times and he assured my it would take several times to unclog the drain but it would be fixed.  On 6/12/2023, I sent a photo to ***** at ************ of where my main line is now leaking after the Technician's visit.  Not only did I pay $267 for a service that did not work and unclog.  I spoke with ***** on 6/13/23 and we agreed to split the cost at $135 a piece.

  Customer response

  06/15/2023

  Better Business Bureau:
  
  I was informed by the Technician that he would unclog the drain during his visit.   I asked him several times and he assured my it would take several times to unclog the drain but it would be fixed.  On 6/12/2023, I sent a photo to ***** at ************ of where my main line is now leaking after the Technician's visit.  Not only did I pay $267 for a service that did not work and unclog.  I spoke with ***** on 6/13/23 and we agreed to split the cost at $135 a piece.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Don't use Classic Aire Care/Faszold! I called them to do ac service a couple weeks ago. Tech says outside unit isn't to dirty but I'm missing 3lbs of freon. It will cost $500 to replace freon and $100 per hour to look for the leak. Tech was *****. I had had ac on couple times already and no issue. I got Johnson Heating & Cooling over and they said no problem, no missing freon. Johnson had installed system 14 years ago. I called Faszold because of $90 dollar service special. At least ***** didn't let freon out of my system! Don't use Classic Aire Care/Faszold!

  

  Business response

  05/22/2023

  This customer called to schedule a free estimate for a heat pump system on 2/14/2023. We provided the client with the free quote. On 4/21/2023 the customer called and requested a cleaning of the air conditioner for our $89 special. The technician completed the cleaning and notified the client that the unit was low on refrigerant and documented it on the customer profile. The technician notified and provided the client with his recomendation and quote. The customer did not call us to voice any concerns, nor has the customer returned our messages to discuss it with us. We encourage this client to return our call and request a service manager so that we can better assist the customer. 

  Customer response

  05/23/2023

  I talked to ******* today, she tried to tell me since tech wasn't on a repair call it is no issue. Never mind the guy tried to swindle $500 out of me for something that wasn't needed. Isn't this the same stuff ***** ***** does.  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had a business relationship with ******* (purchased by Classic Aire Care) since moving to STL in 2007 (902 Glenbrook), & have been on the *** pretty much since then, which is why we purchased equipment from CAC for our home at 7 The Knolls in 2020 (2 ACs & 2 Heaters for ~$17,000), & then again we bought a bunch of equipment for our new house at 28 ******* in 2022 not even 2 years later ($40,0000+) again all of these items from CAC. SO, 2020-2022 we spent ~$57,000, but this complaint is about the purchases in 2022 for $40,000+.On March 8-9, 2022 the first pieces of equipment were installed. The new boiler was DOA. A replacement boiler was installed at that time. On March 12, 2022, the boiler had its first of what would be MANY of the exact same errors, causing mechanical failure, and ***** (a CAC person) was sent after-hours to fix the boiler. Since that time we have had AT LEAST 18 mechanical failures- causing total breakdowns of the boiler and/or AC- resulting in service appointments for the boiler or AC unit (I've at least 23 separate appt notifications from CAC in my texts, not including those for the installs). During these appts, techs implement "stop-gap" measures, ordering various parts that are supposed to solve the issue.For the boiler/AC it's the SAME ERROR for each piece of equipment, every time. This also means we've been w/o heat in the winter FOR DAYS AT A ********** AC in the summer. CAC has been aware of our situation each time, **** *************************, VP of Sales, as I've texted him directly. Several times he hasn't responded. Our boiler is currently non-functional. CAC is aware & is not taking steps to remedy the situation, despite my MANY requests. We've attempted ongoing communication w/ people at CAC, but received intermittent responses. We've been in warranty for the first year for both pieces of equipment the entire time all of this has been happening. They do not want to help. Documented, ongoing issues.

  

  Business response

  06/02/2023

  We acknowledge that this has been a frustrating situation for both the customer and ********************. We have been doing everything we can to eradicate the issue and solve the problem. Below is the list of issues and resolutions that we have completed to date including replacing the original boiler that was installed on 3/9/22. After having ********* out twice along with our technicians, ********* believes that there was a gas pressure issue and that the boiler itself was not the problem. In fact, we still have the original boiler at our warehouse which is operational.  The client has been instructed to have the gas service updated and to our knowledge, this was completed.  As with our client, we are eager to get to the root of the problem and solve this once and for all.After our last visit with both the Lochinvar & ******** reps on site, we are optimistic that the issue with the boiler is finally resolved.  Also note that throughout this entire process, we have never charged the client for our time or materials. We do stand behind the products that we install and are willing to do whatever it takes to fix the issue, even replacing the entire unit when warranted.  
  3/8/22 and 3/9/22
  The new boiler is installed and fired up without issue.
  
  * During this period there was some communication regarding noisy and erratic boiler operation. ************** Install Field Supervisor at Classic Aire Care made a personal visit and found that the *** Pre-heat function was left on causing the boiler to run when no heating demand was present. This setup does not use the *** heating function and is only used to heat the space.
  
  3/19/22
  On the weekend of 3/19/22, an odor of natural gas was detected, and Spire was contacted to check things out. No gas leak was found, but there were several instances of failure to ignite displayed on the boiler control.
  
  3/21/22
  ************ service technician at Classic Aire Care,went out to look at the ignition failure issue. After looking at everything and discussing it with ********** technical support it was decided that the gas valve needed to be replaced. The part was ordered.
  
  * During this time there was some mishandling of the part replacement. We were told a couple of days lead time on the gas valve which ended up taking more than a week. When it did finally show up at our door it was received by someone in the office and left on a desk without notifying anyone. ************** called the manufacturer and determined that the part had been delivered to our office and tracked it down from there.
  
  4/6/22
  ************ replaced the gas valve and adjusted it per Lochinvars tech support but didnt like the readings he was getting and made note of it.
  
  *During this time there were still instances of ignition failure. ************** scheduled a meeting with ************ and ********** local field technical rep for 4/8/22 and let the customer know that wed figure this out or replace the boiler that same day.
  
  4/8/22
  *********************** rep, and ************** looked over everything and there was nothing wrong that could be found. The boiler correctly ran the entire time they were there, and all our readings were spot on. ************** let the customer know that everything was good to go and went downstairs to tell the two installers that were on standby that they could pack up and go. As they were cleaning up and as ************** was looking at the boiler it stopped working and displayed an ignition failure on the control. At this point, ************** went back up to the customer to let her know what had happened and then instructed *** and *****, Classic Aire Care (Installers) to start replacing the existing boiler with the new one we brought just in case. The boiler was replaced and the new one fired up like it should and operated without issue as we observed it for an hour or so. We left there thinking everything was good to go.
  
  4/11/22
  The *** Pre-heat was left on after the new boiler was installed and ************** returned to turn this function off.
  
  Several months passed with the boiler working properly.
  
  12/17/22
  A service call was made on Saturday 12/17/22 for no heat. ****************** on-call tech for Classic Aire Care, found the boiler locked out on ignition failure. He tried a few things including running a new ground but was unable to remedy the situation.
  
  12/19/22
  Responding to Terrells previous visit, the service department sent ************ back over there on Monday 12/19/22. ************ended up finding a leaf stuck in the intake portion of the boiler. The leaf was removed, and everything fired up like normal. ************ wrote up a service needed form for us to come back and put a screen over the intake.
  
  12/28/22
  Another service call was made for no heat. The responding service tech looked over everything and was checking the gas pressure (which met the minimum requirement by the manufacturer, but just barely) and as he was watching it, it slowly crept below that minimum requirement while the boiler was running causing the boiler flame to drop out and not relight. He looked at some of the other gas appliances and checked the meter regulator only to find it was already maxed out. He relayed this information to the customer and told them theyll need to have Spire out to look at and possibly upgrade their gas service.
  
  12/29/22
  We installed the screens on the intake pipe.
  
  The system ran again for a few months with no issues.
  
  3/18/23
  A service call was placed for a boiler with no heat. The responding tech found an outlet sensor fault code on the control and wrote it up to be replaced.
  
  3/24/23 The outlet sensor was replaced, but the fault remained on the boilers display, and it would not operate. The technician talked with ********** tech support who instructed him that the circuit board now needed to be replaced. A board was ordered, but a 2-week lead time was given and not relayed to the department lead.
  
  3/31/23 We pulled the board off the original boiler that was/is still in our shop and installed it in the boiler at the customers home. The boiler fired up and the technician observed it operating for a period with no faults or issues.
  
  Shortly after the 3/31/23 call, the customer called saying it was down again and displaying ignition failure.
  
  5/23/23 ************, **********, ********** rep ************* Distributor rep, met on site.  Looked over the unit and Lochinvar Rep recommended adjusting the low fire manifold pressure.  Observed the boiler option and the boiler is functioning properly at this time. We have continued to work with the customer to resolve this issue and encourage the customer to reach out to us if the boiler gives more concerns. 
  

  Customer response

  06/08/2023

  CASE ID: **************
  
  
  I am rejecting this response because:
  
  
  I submitted my original complaint through the BBB website on April 18, 2023.
  
  
  The BBB website says the typical procedure is businesses are asked to respond within 14 days, a second attempt will be made to reach the company if needed, and complaints are generally closed within 30 days.
  
  
  I checked back with the BBB via email on May 2, 2023 to see if you had heard back from Classic Aire Care yet, and you said you had not.
  
  
  On May 12, almost a month after filing my initial complaint, I emailed BBB ********* again to see if you had heard back from C** and,  if not, what next steps might be if they did not respond.
  
  
  The Better Business Bureau ********* did not respond to this email I sent I am not sure why.
  
  
  On the evening of May 17, 2023 (now about 30 days after submitting my initial complaint), I sought assistance *************** that a local news channel has with a consumer advocacy center.
  
  
  Although I had tried to reach someone at C** a few times in-between submitting the report and May 17, I think it was very coincidental that on the afternoon of May 18, 2023 the company reached out to me to schedule an appointment to come over to take a look at the boiler unit with the Lochinvar representatives.
  
  
  Classic Aire Care did not mention in their response that the day we agreed for them to come over to look at the boiler is a day I already had an appointment scheduled for a company representative to come over for another purpose my spring annual maintenance visit for all of my HV** units and this is a visit I PAID FOR someone to come over through their Annual Maintenance Plan program. That was the May 23, 2023 visit. **************** would have been at my house anyway to look at my Air Conditioner units because I was paying him to be there. He did not look at the boiler AT ALL that day, although he offered to communicate with the reps if they needed assistance. The Lochinvar representatives were the people who looked at the boiler that day and ************ was in and out of the house/off and on the property while they were there. One of the Lochinvar reps mentioned to the other one he had been at our home at least once before (possibly twice I cant remember at this point).
  
  
  When I was with the Lochinvar representatives looking at the boiler, the unit was taking over an hour to heat our home even one degree. They let me know they thought this was because the ** was in in a separate area of our home (that is not impacted by the boiler), so I turned that ** off. 
  
  
  Turning it off did not really make an impact on the speed at which the boiler was working (because the area it cools is not near the area the boiler heat, as I said). Also, I am not sure how a bit of ** to counteract a very warm day outside is any different of a factor in their minds than a sub-zero outdoor temperature during the winter? 
  
  
  So, we waited and waited for the boiler to raise the temperature in the home even one degree. When the boiler previously was working, it typically did not take this long. Finally, it did raise the temperature of our home 1 degree to 69 degrees. This took about an hour or longer. Okay so then I asked the manufacturing representatives if we could see how long it would take for the boiler to go up another degree to 70 degrees. I do not think having your home at 70 degrees in the winter is unreasonable.
  
  
  The representatives visibly and audibly expressed anguish at my request and tried to make it seem as though we did not need to wait more time to see how long the boiler would take to raise the temperature another degree. I guess, in their ******** seemed to be working I am still skeptical. We waited for about 20 more minutes, and the temperature in the house hadnt changed.. it was a little awkward, so I said something to the effect of The boiler runs very warm, and I guess we dont usually run it at 70 anyway, so everything is probably okay for now? I mean it seemed as though they obviously wanted to leave after being at our house for a few hours.
  
  
  These experts also let me know that when the weather gets colder, the air will be thinner and the boiler may have some trouble starting up. They said they tried to accommodate for that but we would have to see. I asked how I could get in contact with them again, rather than having an endless stream of repair people come through, and they said I would need to call Classic Aire Care anyway. Great.
  
  
  SO.
  
  
  I received this response from the company six and a half weeks after submitting my initial complaint through the BBB (again, it is my understanding these types of things are typically resolved within 14 days or so? AND it seems to me that they did not respond to the BBB until I contacted the other consumer advocacy outlet that partners with the news station if that is not a factor, then it is a major coincidence). 
  
  
  Classic Aire Care said they are glad to replace the entire boiler unit with a new unit if it comes to that which I truly appreciate (and feel it already should have come to that, actually). 
  
  
  The reason I do not want to accept this response is that it is inaccurate in parts and also, in case the boiler does not work again when it is actually cold outside and we need to use it, I do not want them to say- You accepted the resolution as we offered it, so this is all over.
  
  
  I honestly do not know if this boiler is going to work when the weather is cold.  I would like to wait until the weather is cooler and we need to use the boiler on a more regular basis to see if there are any further issues that need resolving until this is all settled. I would like my calls to be answered/responded to and for our boiler to be serviced in a timely manner. I do not want to pay for any service calls because this all could have been completely handled and resolved while the boiler was under C** warranty, but it wasnt.
  
  
  Sincerely, 
  
  
  *************************
  

  

  Business response

  06/15/2023

  We have been working with the customer on a solution they desire and we have been in touch with the customer. We will be following back up with our technicions and then the customer in the next few days to come to a resolution agreement. 

  Customer response

  06/20/2023

  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.
  
  CASE ID: **************
  
  
  I am accepting this response, however I would like to leave thorough notes along with the acceptance.
  
  
  I have been in touch with *************************, Director of Operations for C*** a few times since rejecting the response just a bit ago. 
  
  
  I would like to start by noting that when I spoke with ****** in the first of our recent conversations (although it was not the first time we ever have spoken)- and this perhaps also happened in my previous typed response for the BBB- I was incorrect when stating the boiler was replaced on the first day it ever was installed; as ***************** to me from the technician notes, the boiler actually was replaced with an entirely new unit about a month after the original install date, on a day we had a lot of other expensive brand-new HVAC equipment installed by ***. So, while the brand-new boiler arrived on an install day, it was not the install day of the boiler itself. I was incorrect when I spoke with him and, in the likely event I typed that the boiler was replaced one month earlier than it was, I would like to be sure to correct my error. 
  
  
  In regard to this response: *** is going to work with us to see if it is possible for an additional source of heat to be installed alongside of our AC unit to be a backup source of heat if/when the boiler fails and we are waiting for a repair person (note: this unit services ONLY the upstairs of our home), although we do yet not know if this is possible, based on what this system might require to function and if our home is able to meet those requirements. ************ is coming to our home later this week to see if it is possible, although that appointment is after the deadline by which I must accept or reject this particular response from the business for this claim.
  
  
  If our home cannot support this additional source of heat for the upstairs (again, it is intended to be a backup source of heat if the boiler fails), then I expect *** will continue to work with us to come up with another plan.
  
  
  I did ask ****** when we spoke most recently what would happen in the fall if the boiler continued to fail and, while we agreed- at this time- this is a hypothetical situation, he did not seem able to commit to a solution or provide a clear answer. In response he did indicate to me that *** has tried a lot of things so far. 
  
  
  This is true. We appreciate the efforts to make sure our family has heat, and that the equipment we purchased from Classic Aire Care is functioning. I really am hoping the boiler will work without fail in the fall/winter and this will not be anything we even need to consider. Fingers crossed.
  
  
  If the boiler does not work consistently in the fall/winter, though, we still have a very expensive (and still pretty new) piece of equipment that would be non-functioning. At that point, if *** is not going to support us further, we would have to call another HVAC company and pay for a new boiler (or ask them to troubleshoot the current one that ***- hypothetically- would no longer support), which seems ridiculous to me. 
  
  
  The boiler is our source of heat for most of our home (the entire upstairs, the downstairs minus one room, and the basement) so even if we have the backup source of heat from the additional thing they might install for the upstairs, almost all of our lower level living areas (again everything except one room) and the entire basement would not have any heat should the boiler fail again.
  
  
  We appreciate *** has tried a lot, and I dont understand how they could just say, Well, we have tried enough and now you are out of luck and just dont get heat. I dont know how they think we wouldnt have to call another company at that point.
  
  
  Again, I am hoping it does not come to that type of situation in any sense.
  
  
  ****** indicated to me over the phone he did not think a different brand of boiler would make a difference or he already would have replaced our current one with a different brand; however, I am 100% positive if I need to purchase or even recommend another boiler to anybody for some reason at any point in the future it will not be this brand.
  
  
  As an additional note: the previous boiler worked pretty much okay (the reason we replaced it is because it was leaking just a bit and so I thought it might be more efficient to replace it rather than deal with a series of repairs), and most of our other HVAC equipment in the house works alright. As mentioned in my original BBB complaint, the upstairs AC system they installed around the same time also has a lot of ongoing issues, but that is now separate from this issue. We have other systems that work just fine including a few installed by ***. 
  
  
  We do appreciate how *** is back in communication with us, and is back on track with supporting their products and services, even when it is difficult and takes extra time and resources. We know this hasnt been easy for them it surely has not been easy or pleasant for us.
  
  
  I look forward to meeting with ************ later this week to discuss how a backup heat source can be installed in our home.
  
  
  I truly hope the Lochinvar representatives fixed everything when they were here last by making those adjustments and we will not need to reach out to *** for any equipment failures in the fall/winter (other than to schedule a routine fall checkup).
  
  
  I also hope that if we are in need of support at that time because we do not have a primary source of heat in our home, that we will continue to be able to partner with *** to figure out a permanent, long-term solution for the boiler issue. 
  
  
  +++
  
  
  As an addendum to the previous reply:
  
  
  I re-checked the notes the business left and they are missing many appointment/service dates they have been at our home exclusively for the boiler (not the AC).
  
  
  I double-checked ONLY the dates for this season, starting in September (so there may be dates that need to be added for last year I did not cross-check those) and these are the additional dates of contact for the boiler for this year:
  
  
  ** Also, they have a note in their records in-between April 2022 and December 2022 about the boiler working fine for several months, but of course it did because it was completely OFF. I cant imagine that anybody in ********* operates a boiler in the summertime.
  
  
  On my calendar I have that we had a service call on
  
  
  September 30, 2022: technician ***** came over and I am pretty sure it was for the boiler (not the *** although- again- we have plenty of those visits on our calendar, too)
  
  
  On Thursday, February 23, 2023 I sent a text to ****** that our boiler was having the same error (as I mentioned we have been in contact before) I did not receive a response from him. I believe that after that, in this particular instance, I was restart the boiler myself, so I did not continue to contact ***; however he did not respond or have anybody reach out to me.
  
  
  When the boiler failed again on March 18, 2023 they could not get it operating again. We needed a part that they replaced on March 31, 2023.
  That is 13 days we did not have heat and were waiting for their repair. Again. This was a VERY COLD spring.
  
  
  Literally the very next day, April 1, 2023, the boiler failed again and we just kept it off. Including all of the interruptions in heat starting in the fall beginning September 30th, outlined in the *** notes, as well as here (often days at a time), we additionally did not have heat in our home from March 18th until the end of the winter, as the boiler has been completely off.
  
  I sent a text to ************ about it the boiler failing again and had some difficulty reaching him the entire month of April. We connected after the BBB case was opened.
  
  
  
  
  I will see if am able to attach an image showing our Spire usage for the year. This graph does reflect all gas usage for our home (including from our gas range, the other HV*** water heater equipment, and we did install a gas fireplace that we did not have last year which has been accounted for by doubling our gas meter capacity as part of the troubleshooting) however, looking at the 2023 usage (orange) for February and March, it is possible to see our overall usage compared to last year is SIGNIFICANTLY less due to the boiler being completely non-functioning.
  
  
  +++
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been with Weis Comfort Systems for many years and decided to change companies. I called **** on 4 November 2022 to request a refund on my yearly contract which was $93. They said they would place it back on my card. On 16 November 2022 I contacted **** again and said I had not received my refund. The operator indicated I did but again I said I had not. They switched me to accounting and they indicated they were having problems but could issue a check. I said that would be acceptable. On 28 November 2022 I called again to say I had not received any check and they apologized and said they would expedite it out as quickly as possible. Today is 22 February 2023 and I have not received any check.

  

  Business response

  03/16/2023

  We do apologize for the delay in scheduling.  We attempted to refund but the refund failed.  We issued a check on 3.14.23 and expedited it.  We did speak to the customer and apologized, customer was very understanding and we believe the issue is resolved.  

  Customer response

  03/17/2023

  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

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Classic Aire put the wrong stack heat sequencer on my furnace. It was not done correctly. It has something to do with the fan motor cycling correctly. It stayed on and would not shut off. I hired another company to fix the issue and they said it was not a blowing motor issue but was in fact the wrong part placed on my furnace by Classic Aire and that the size and voltage was wrong they installed was wrong and would not have lasted as long as it should have.  I want a refund from Classic Aire for the stack heat sequencer they installed incorrectly and  that did not fix my furnace.

  

  Business response

  02/14/2023

  Here at Classic Aire Care, we stand behind our original diagnostic that was completed on 03/28/2022. The customer called back in 9 months later, on 12/29/2022, with a different issue, not related to the previous service provided. The customer said it was a thermostat. We sent a tech out for same day service. The technician arrived at the customers home on a no heat call on a 17+yr old air handler. The technician documented that the thermostat was hanging off the wall and was not wired properly, if wired at all. The tech also noticed the starting component for the blower motor was leaking. No repair was made at the time of service, nor did we charge a diagnostic/trip fee for that call. Therefore, there is not a refund owed. 

*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. ↩