Complaints

This profile includes complaints for Classic Aire Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Classic Aire Care

  1276 N. Warson Saint Louis, MO 63132-1905

  
• 

  Classic Aire Care

  9900 Gravois Rd Saint Louis, MO 63123-4208

• 

  Classic Aire Care

  1613 E Terra Ln O Fallon, MO 63366-4414

  
• 

  Classic Aire Care

  13 Executive Dr Fairview Heights, IL 62208-1342

  

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:07/16/2025

  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 H33313732**3033333334H Aire install a new ** unit and furnace on Oct 5th 2023. I&#**;ve been having issues with the ** not H33**313032373830**34H my home. I talked with H33313732**3033333334H Aire and they told me that the parts are covered under warranty, but not the labor. I had different people from the company come to look at the unit and each time they would tell me that there is something wrong with the unit that didn&#**;t align with the last ***air person had said. I called their office to speak with a supervisor, however, the *** on the phone would say that she would have to pass the message to them. I spent $15444 on these new units, and I find this is unacceptable.

  

  Business Response

  Date: 07/17/2025

  We are sorry to there have been persistent issues with the unit installed. We are sending out our service manager, install manager, and senior technician to evaluate the system and determine the next best course of action. 

• Initial Complaint

  Date:07/04/2025

  Type:Billing 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.

  Sometime between late May and early June of 2025, I contacted Classic Aire Care (CAC) and requested a diagnostic test for my HVAC system; I was told this service was approximately $100. On 17Jun25, a CAC technician performed the service as requested. However, after the service was rendered, I received an invoice for, not only the diagnostic test, but two other services that I did not authorize; the invoice total was $********* response to my inquiry regarding why I had two additional service charges that I did not authorize, a CAC ***resentative stated that the additional services were a part of the diagnostic testing service. I told the *** that their statement was contrary relative to the invoice, because "inclusive" services would not cost their customers extra fees. They said theyd look into this issue and contact me after deliberating. On 3Jul25, they re-sent me the aforementioned invoice for $255.00.Given the above, with regards to how CAC advertises, executes, and charges for their services, I believe this company is engaging in deceptive and predatory tactics. As such, I would like *** to be investigated.

  

  Business Response

  Date: 07/09/2025

  The service call in question occurred on 6/3/2025. Our technician should have contacted the owner of the property before performing any services outside of the diagnostic fee. It seems there has been some confusion on this account with our technicians and team members contacting the property manager. As such, we are waiving any fees outside of the diagnostic charges for this visit. Our *********** Manager will be reaching out to discuss. We apologize for the inconvenience and mix-up.

• Initial Complaint

  Date:07/01/2025

  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.

  Air vents and ducts cleaned 4/9/25. Also dryer vent. They damaged hardwood floor. They agreed to have flooring company out to repair. Never followed up on that promise. Every time we call they say theyll have Wood Wizard contact us. Never do. Also did not completely re-attach dryer vent and we had a squirrel get in the house. Overall negative experience and they dont do what they promised to repair our floor.

  

  Business Response

  Date: 07/02/2025

  We regret the situation has taken so long to reach a resolution. Classic Aire Care has approved the work to be done with the contracted repair vendor. That vendor has informed us they have reached out but have not been able to make contact. Our customer ********************** manager will be reaching out to the customer validate the phone number on file and to ensure the vendor makes contact to make the appropriate repairs.

• Initial Complaint

  Date:06/04/2025

  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.

  I am submitting this complaint against Classic Aire Care regarding a highly unsatisfactory and potentially harmful duct cleaning service performed at my home. I have attempted to resolve this issue directly with their Service Manager, **** *****. However, his responses have been dismissive, inconsistent, and failed to address my concerns.What was done did not meet even the most basic standards set by the ************************************** (*****). Key issues include:The technicians only inserted an air hose a few feet into each vent, meaning the majority of the ductwork was never ********** negative air pressure or professional vacuum system was usedthere was no HEPA filtration or containment to prevent dust from spreading through the home or protect our indoor air ********** barriers were placed inside the ductwork to protect my geothermal HVAC system. In one phone call, **** ***** acknowledged a cardboard barrier should have been installed. In the next phone call, he completely reversed his stance, saying it wasnt necessary and didnt hurt anything.Large sections of the air duct system did not get cleaned at ****** measures were taken to contain or reduce the dust during service. As a result, my entire house was filled with airborne debris. This created serious health concernsmy wife experienced eye irritation and my son had a cough through the *********** of the most troubling aspects of this experience has been the way **** ***** tries to justify the poor service. He points to before and after photos that the technicians take as proof that the job was done well. However, these photos only show the limited portions of the system that were actually cleaned. They are not a complete or honest representation of the work doneor more accurately, not done.I was told at the time of booking that this would be a cleaning using a negative air system. I request that the company review the recording of that initial phone calls.

  

  Business Response

  Date: 06/04/2025

  Mr. *******, 

  We have sent a senior technician out to evaluate the previous job and ***** the situation. We are going to be sending back out our duct cleaners to make sure this job is completed to your satisfaction and our standards. We regret any miscommunications when you raised the concerns and will be addressing. We will be reaching out to schedule a return visit. 

  Thank you,

  Classic Aire Care

  Customer Answer

  Date: 06/05/2025

  Complaint: 23416893
  
  I have reviewed the business' response and am rejecting it because:
  
  The senior technician told me that three sections of the ductwork were never cleaned. He also said the inside of my geothermal unit was a little dusty, but seemed to be working fine. I appreciate his honesty.

  What I saw during the cleaning really bothered me. There was no vacuum system or HEPA filters used to control the dust while blasting air into the ducts. As a result, my house is now extremely dusty, and Im worried about the health impact this could have on both your customers and your employees.

  Im seriously considering reporting this to the *** because it looks like nothing is being done to keep the dust under control during the process.

  I need to know what you're doing to fix this cleaning process and how you plan to finish the job properly. Also, how will I be compensated for the dust that has now spread throughout my home?
  

  Please get back to me as soon as possible.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/05/2025

   We would like to send a crew out, along with management, to review the procedures our technicians take and the equipment involved in the cleaning process. Our technicians use a commercial grade air duct cleaning machine that is purpose built for cleaning duct work.

  After this review we will clean the areas not addressed on the original visit.

  We also have removed any charges incurred for the service.

  Please let us know if this is acceptable and contact us to schedule. 

  Thank you,

  Classic Aire Care

  
  

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/11/2024

  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.

  12/10/2024 Called Harster Heating for a noise when my furnace is running. I have used Harster for years & now they were bought out by Classic AireCare. AWFUL!!!! Tech came with some Heating Co. name on truck. NOT Harster or Classic. Turned power to furnace off. Removed bottom panel to furnace which requires NO TOOLS. Reached in with his hand & removed a Dryer Air Sheet that was stuck to blower cage. Turned power on. No more noise. NEVER checked anything else on furnace.All of 15mins. here & charged $301.00. No tools used. No parts used.I realize the Service Call of $109.00, but $192.00 to remove a dryer sheet? That's $768.00 an hour. **** did try to ****** me a Service Program. Company or Tech NEVER STATED what costs are except for Service Call. Very poor CUSTOMER **********************. These tactics are called "Highway Robbery". NO receipt was ever given or sent. for services.!!!

  

  Business Response

  Date: 12/12/2024

  Mr. *******,

  We are sorry to hear about your experience. Your satisfaction is our top priority and we are committed to making this right. Our Service Manager, **** will be reaching out to you to discuss.

  Thank you,

  Classic Aire Care

   

  Customer Answer

  Date: 12/13/2024

  Complaint: 22674431
  
  I have reviewed the business' response and am rejecting it because:I filed this complaint so that it is a RECORD with the BBB that everyone can see. Company needs to respond through the BBB instead of using "backdoor" tactics.Refund me $192.00 and I will close the complaint.
  
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/17/2024

  Mr. ************************* intention with having our Service Manager call was to have a personal conversation with you to discuss the details of your experience, not to close the complaint without record on the BBB. We are processing the refund in question. We would very much appreciate the opportunity to speak with you about your experience and would be grateful for a return call.
  
  Thank you,
  Classic Aire Care

• Initial Complaint

  Date:08/19/2024

  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.

  **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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/23/2024

  Type:Order 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 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

  Date: 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

  Date:06/17/2024

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:04/22/2024

  Type:Order 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:10/16/2023

  Type:Product 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.

  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

  Date: 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.