ComplaintsforClassic Home Services and HVAC Inc.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a brand new hvac system with Classic homes in June of 2023 and they have yet to complete the job. They started the install by removing my old heating system boiler and ducts from my basement. They left the oil from the emptied boiler in a bucket in our front yard which is a hazard and is still there. They said they would remove it and never did. They then installed the heating and cooling boxes in the rooms they were supposed to go in. During the installation the put unnecessary hole in the walls, broke my stove, and caused damage to my neighbors property. It took them 3 months to come back to install condensers and only installed the ones to power one floor. We live in a 3 family house, two additional floors are unaccounted for and it is cold in *************. It is now February of *************************************************************************** my home due to their negligence and poor communication. They refuse to answer my calls or call me back. I have no heat and this is ridiculous. What is worse than being ignored is having to pay for a service that hasn't fully been provided and I am tired. I've call constantly to no avail. I spoke to someone in August 2023, they promised to come and complete the work. I haven't been able to get in touch with them since. I am a senior and believe they tried to take advantage of me and my daughter. They literally took our money and deserted us. I am at **** end. We are unable to rent our units in the house because we don't have heat and it is not safe for us or our tenants. This is a major liability and hazard on many fronts.

  Business response

  02/08/2024

  Hello

   

   

   There is still a $6000.00 balance. Once paid we will complete the work.

  Customer response

  02/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [THE SERVICE WAS PAID IN FULL AT ON SET OF THE PROJECT. IT WAS FINANCED BY SYNCHRONY BANK. WE ALSO HAVE ON RECORD ****** AGREEING TO REDUCE COST OF SERVICE DUE TO THE DAMAGE DONE DURING INSTALLATION.]

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/05/2024

  Our records show you have a balance of 6000 that was with good leap and your daughter had a chargeback of 7500. Please provide proof that you are paid in full. I dont think we will find a truce here so this will be my last post.

  Customer response

  03/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [THERE IS NO CHARGEBACK. WE PAID IN FULL.  NEVER USED GOOD LEAP. THE BUSINESS IS NOW IN OUR OPINION EXTORTING US FOR ADDITIONAL MONEY. WE DID FILE COMPLAINT WITH SYNCHRONY AS AFTER 4 MONTHS THE SERVICE WAS NOT COMPLETED. THE PROJECT WAS PAID IN FULL AT START OF PROJECT OR ELSE THEY WOULD HAVE NEVER BEGUN. WE ARE REQUESTING A DETAILED INVOICE TO SEE THE ALLOCATION OF FUNDS. WE HAVE NO PROBLEM PAYING THE 6000 DOLLARS BUT NEED TO SEE WHERE IT IS COMING FROM. ALSO A DISCOUNT MUST BE AWARDED AS PER ****** FOR THE DAMAGES TO OUR PROPERTY AND OUR NEIGHBORS PROPERTY IN THE EARLY INSTALLATION. AGAIN WE HAVE NO PROBLEM PAYING THE 6000 IT CAN BE CHARGED TO THE SYNCHRONY ON FILE BUT WE NEED TO SEE WHERE THIS ADDITIONAL MONEY IS FROM OR WHERE IT IS GOING. ALSO SERVICE SHOULD BE COMPLETED OR SHOULD BEGIN BEFORE FINAL PAYMENT IS GIVEN TO ENSURE THAT THE SERVICE IS RENDERED. THAT IS FAIR. WE NEED THIS RESOLVED IMMEDIATELY.  (SORRY FOR THE **** THE BUTTON IS STUCK).]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The work on my home hasn't been completed. Once paid they abandoned the job. I've been calling the office and the installer endlessly for months with no response. When I do reach someone in the office they simply say they'll call me back and never do. It's been over 6 months since someone has been to my home to complete the job they've started. They've left holes in my walls, broken my stove ( that I now have to replace), put a hole in my neighbors gutter (that I will have to replace at my expense), left a bucket of oil from the gas tank they removed in the open uncovered which has begun to spill due to the rain and snow we've been having in the area (environmental hazard) and on top of that refuse to effectively communicate a date and time when they will finish the job. At this rate I'd prefer a full refund and they can collect their equipment and go back in hiding as I'm in the hole already of time and money. This company is unprofessional, has poor communication and costumer service and should be avoided by all means!!!

  Business response

  02/08/2024

  Good afternoon,

   

   There is still a $6000.00 balance. Once balance is paid we will finish the installation.

  Customer response

  02/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [We financed the project through *************** My mother took a portion I took the remaining. The project has been paid in full since the onset of the project so there is no outstanding balance. I also have on record ****** stating that they would have to reimburse us for the damage of the stove and the home due to their fault. I have a video of this when he did the walk through in August after they stopped working the first time and we had to beg them to come to the house and give us an update. For them to say there is a balance is obscene because that would mean that there is another charge that they're trying to attach to this project because they've already been paid. Secondly, if there were an outstanding balance, why weren't we contacted in regards to getting current with the account to complete the work. This response from them (classic homes) is a poor and desperate attempt to continue to withhold services due. Ive attached pictures of the confirmation of the accounts with synchrony to pay Classic homes I also have  the video with ****** doing a walk through of the house and stating they would take money off of the job. ]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/05/2024

  I would contact Synchrony about your 7500 chargeback.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with this company has been nothing short of a nightmare. Initially* they appeared friendly and accommodating* which led me to recommend them to my neighbor who faced similar HVAC issues. However* after making the purchase* things took a drastic turn.The installation took place during a week* and once the sale was completed* their presence vanished. They seemed solely focused on making money rather than providing genuine service. To add to the disappointment* the central AC unit they sold me turned out to be faulty when summer arrived. Despite numerous calls* they never bothered to follow up or address the issue.To make matters worse* when I tried to visit their stated address* it seemed to be a fake one* raising serious concerns about their credibility. This company's dishonesty and money-hungry behavior have left me infuriated and deceived.I have decided to take action and report this to consumer affairs and the business bureau. And the lending company * having all documents to prof * I urge others to be cautious and aware of their practices before engaging with this company. It's essential to avoid falling into the same trap I did.

  Business response

  08/02/2023

  This customer has old refrigerant lines which we did not install and are not under warranty. His refrigerant was low. This also is not under warranty. In an effort to strive for excellence and make the customer happy we replaced his refrigerant at no additional charge.

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  The company had installed a new refrigerant line when they installed the new unit. According to the manufacturer's guidelines, the new unit is supposed to come with refrigerant. However, due to a fault in the installation process, the new refrigerant line developed a leak after just a couple of months from the installation, resulting in the refrigerant completely emptying.
  I believe it is crucial to ensure proper installation practices to prevent such problems from occurring. Had the installation been done correctly, this refrigerant leak and subsequent issues could have been avoided, providing me with a more reliable and efficient cooling system.
  

  While the unit is now working to some extent, it is far from the efficient cooling I expected from the Rheem 16 SEER unit installed. The technician did not find the leak during their visit, and I am disappointed that they refused to vacuum the line as per the manufacturer's manual guidelines. Instead, they only installed a Frigidaire, which has resulted in the unit taking almost 7.5 hours to cool the house from 85 to 80 degrees.
  The refrigerated pipes have been replaced by the contractor.   In order to attach the new pipes to existing pipes, the refrigerant needed to be removed to attach the new pipes.  The manufacturers manual on sheet 24 strongly recommended that the system needed to be vacuumed and checked for leak before opening any valves on the new unit.   Now the new unit that is factory charged with clean refrigerant is mixed with non clean pipes.  
  Since the refrigerant is now compromised, it cost me a lot of money to run the unit.  
  Currently, we are running the unit  for the entire day non-stop to drop a few degrees.   I call this job not complete and the contractor should read the manual and manufacturer recommendations.  
  The current situation is both frustrating and costly for me, as I have to run the unit non-stop throughout the day just to achieve a minimal temperature drop. I believe the job remains incomplete, and I urge your company to take these issues seriously and address them promptly.
  I expect the contractor to read the manual and manufacturer recommendations thoroughly and perform the necessary steps to ensure the proper functioning of the ** unit. It is crucial that  uphold the highest standards of service and deliver the promised efficiency from the Rheem 16 SEER unit.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  09/08/2023

  We installed the unit and refrigerant as per ************. This customer is using old duct work and an old refrigerant line which he refused to replace. In order to receive optimal cooling from his new unit, he needs to pay to have these replaced.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  date of transition 3-10-2023 The amount I paid $7990 The business is committed to a ten year parts and labor warranty. 5 year maintenance plan The dispute is to leaking air condition units. They will not get back to me or service the product.that not working *********** ignores my phone messages will not set up a appointment to fix The account signed an investment agreement guaranteeing a warranty for 10 years for parts and labor and five year maintenance plan

  Business response

  08/02/2023

  We recently went to this customers home. We assessed the situation to find a missing piece of hardware (******* valve). This unit was working for a few years prior to it stopping suddenly, which was the direct result of hardware being removed. In an effort to make this customer happy we replaced the missing hardware and the missing Freon. This was not under warranty however, we strive for excellence and was able to make this customer happy at no additional charge. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In june of 2023 I purchased a four unit mini split at a cost of $17,000.00 from home services. Problem is the drain lines are vented onto my patio rendering rhe patio unusable.The basement unit gets a racgeting noise after a few minutes after start up.My husband and I have called repeatedly for service we have been told a technician would call. We gave yet to have a call from tech. All we want is to have this fixed so we can use our patio.

  Business response

  08/02/2023

  This customer determined after installation that the drain line was not in the most ideal place. We returned to the customers home and relocated it at no additional charge. This is a chargeable job however, in an effort to achieve excellence and make our customers happy, we did this at no additional charge.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a heating/AC (PTAC) unit for a 1 bd flat in *** on 8/7/19 for $2460 which included a "5 years parts and labor warranty on installed equipment" from this company. The tenant in the apt was able to get their tech to come look at the unit and he said it couldn't be repaired. I have attempted to contact them at least 8 times since October 2022 to discuss replacing it. The first time I called, the owner answered with "hello?" as if I was calling a private number. I told him that we needed to either fix the unit or have it replaced. He said he would get back to me; I gave him my number and email address. I have not once heard from him. Every call I've attempted to make since then has gone to an "answering service" in which the representative tells me to leave my information and someone will contact me, that they can not do anything to help. I paid $275 to have a different (and reputable) HVAC company come to look at the unit two weeks ago. They said that the unit cannot be repaired and they have confirmed that the electronics/digital pad has been damaged because the installer (Classic Home Services) "spliced the power cord" with another cord in order to make the voltage of the unit work with the actual voltage in the wall. Not only has this resulted in destroying the unit, it is also a safety hazard. I've contacted the manufacturer and they confirmed that this will make the warranty null and void. Based on the impossibility to contact anyone in this company who can answer questions or help, I believe this company is a scam. I would like to warn other consumers not to make the same mistake as we have. I would not like to do any further business with this company, as I do not trust the safety of their work. However, I would like to demand a refund for the ***** PTAC unit they've ruined and destroyed its 5 year warranty. I have receipts and documentation if needed. Please contact me by email. Thank you.

  Business response

  03/28/2023

  We are sorry you were having issues with your PTAC unit. We would never ********** cord to another, We are aware that the super of the building was trying to make repairs before we were called. Aside from the issue with the building super the warranty is from the manufacturer which is who I would make the complaint with. 

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Thank you for the quick response. I have attached photos that were taken by our tenant and sent to us by email immediately after the install. As you can see, there is no way the filthy cord that's plugged into the wall is the original one on a brand new unit. I can also get a statement from **************** that is replacing the unit confirming that the cord was spliced. There has been no work done by the super in the apartment, other than following up on what Classic Home Services recommended, which had absolutely no impact on the unit. Classic Home Services instructed the tenant that they had capped off the existing gas line and the super should shut the line off since it is no longer in use. I have contacted the manufacturer, *****, and they have advised that improper installation will void the warranty. They have also advised that Classic Home Services is not one of their approved installers and they have made a note of our issues with the company.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/10/2023

  We are sorry you are still having issues. We can only advise you to contact the manufacturer to get the issue resolved. They have the final say on all warranty issues.

  Customer response

  04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   As stated in my last message, I have contacted the manufacturer. In fact, Ive spent three hours on international calls with the manufacturer. They have made it clear that since Classic Home Services improperly installed the unit, the warranty no longer covers replacement. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an HVAC system with Classic Homes and financed thru Service finance in October of 2021. The system stopped working around Dec/Jan and I notified the finance company and classic home the system was not operating but service was never provided. Also, Classic home told me I would receive a $4k rebate from my energy company con ****** after (3) months, I contacted com ******, they have no knowledge of such rebate. I am asking for assistance to resolve this matter that is affecting my credit and affecting my business. I operate an event space that requires air for my guest, so I had to purchase a window unit for my venue because to date no one has contacted me nor takes my calls to service the unit but they have damaged my credit by reporting to the credit bureaus I am over 90 late and have the account listed as a charge off.

  Business response

  06/23/2022

  Good morning,

      We have tried contacting the customer many times to see what equipment problems  she may be having. We were never able to reach her by phone. We would still like to evaluate and make any necessary repairs to get her unit up and running. Any energy rebate would come directly from the utility company (Con ******** We will try and contact the customer ASAP.

  Customer response

  06/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Classic Home has made no attempt to contact me to service my unit or to resolve this matter. They called me on April 19, 2022 stating they were coming out on April 20, 2022 to service my unit and never showed up and I have not heard from them since. My phone # and email address is the same. If they are trying to contact me, they can reach me at

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

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

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  08/16/2022

  We visited the customers on 7/7/22 and repaired everything to the satisfaction of the customer.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Failure to provide due service and repair a new under warranty period AC unit that they installed 2 months ago.

  Business response

  06/07/2022

  The customer reached out requesting repair. Unfortunately, due to the high demand this time of year, we were not able to assist him the same day he reached out, which is what he expected. We did however get him scheduled and repaired shortly after. This has been resolved.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Ductless Heating System from Classic Home Services on 11/9/2021. It was installed on 01/10/2022. Upon testing the units that day, a unit in the rear bedroom did not work. This is a brand new unit that was not working from the beginning. Also I was sold an ****** BTU unit for the lower level and told that it would heat up the entire floor which it has not. I remain cold in my house and paying two bills as a result , ******* monthly on the ******** loan and ****** gas monthly to heat up my home. I informed CHS and spoke with supervisor *************, who referred me to ** stating CHS was not the manufacturer and it wasnt there fault. I informed him that I wanted a replacement and I wanted another unit on the lower level . ** said the parts came in for the repair and I would get a new one but it would take time and he would see about the extra unit. **s manual states that any problems should be directed to the installing contractor. I informed *** that I am in debt $20,000 and it should not be on me to contact ** for a unit that came in not working. And that I should be compensated for having to now use my money to pay $1200 monthly for the units and gas bills in addition and still be cold in my home. He suggested that I again reach out to ** for compensation and to lodge my complaint . Again, the manual from ** states all repairs and warranty must be handled directly through the installing contractor, see photo. Needless to say Im still without heat in one room without using my gas and Im still cold. ** said the repair parts had come in and that I would be set up for a repair which still has not occurred and I still have no idea whether they are working on a new replacement and the additional unit. Lastly, the proposal shows I purchased (4) **** btu units for the bedrooms, however, I was informed I have (4) **** BTU units, and that was not the contract. This is horrible service. I want a repair until I can get my new one, & all the right btu units.

  Business response

  02/02/2022

  We installed a ductless heating system which included ***** btu unit in the common area and 4-7000 btu units in the bedrooms. After installation, it was found that one of the bedroom units had a manufacturers defect. We immediately contacted the manufacturer for assistance. We were notified that due to the pandemic, there would be a delay in warrantied replacement parts and an even longer delay for a replacement unit. We immediately notified the customer that the estimated turn around time would be one week for the replacement parts. She was unsatisfied with this and demanded we pay her heating ****. She made it clear that if we did not, she would be filing this complaint with the Better Business Bureau. She also mentioned that the ***** btu unit that we installed wasnt keeping her warm enough. I mentioned that we would test it for efficiency and if necessary, repair it so that it would operate at peak efficiency. This would be done when we came to replace the parts for one of the bedroom units. This was also unacceptable to her because, as I mentioned before, she demands that we pay for her heating cost and give additional compensation.

  Customer response

  02/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Lets begin with the fact that no contact, nor supervisor reached out to me ever .  All contact has been initiated by  by me to ***** my sales person and ***** the contact person in the office.  On January 27th after waiting 17days from putting the company on notice of the issue, I was finally connected to speak with supervisor *************, whom I respectfully expressed my discontent with the service and was told to contact ** and that there was nothing they could do for me.  I never made any demands only suggestions to ** about possibly accommodating me by splitting up the ***** btu into two **** btu units in each room ,  in the hopes it would spread the heat better .  This company never come up with any suggestions for me except to wait and call **.  Patience is all I have had . 

   In every text message which I have attached, you will also see how I asked several times to speak with a supervisor .  As far as testing the unit downstairs for efficiency and offering repairs that was not what happened. What did happen was a tech came to my home and looked at the unit and and pretty much told me the fan speed could be lowered and that might assist in achieving optimal heating .  After trying that and still having to use my gas boiler I then reached out again and informed the company that the issue was still unresolved and that was the conversation had between ************* and myself .  
  
  
  Ultimately, if the response from the merchant were accurate I would have at least had my repair by now since as the merchant has stated the turnaround time for the repair parts was one week,  and he allegedly made this request immediately which would have been made on January 10.  Clearly theres a discrepant statement being made. My only concerns are  1) when is the repair taking place since the parts are 2) can you guarantee a new unit will be ordered once possible to order it due to the pandemic 3)can we see about different units fir the lower level 4)can we verify that I have all the units I signed a contract for because I believe I was told the units are four **** btu, one ***** btu and one ***** btu. And the contract stated  four **** btus  and others .I appreciate you finally addressing the matter with me .  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  02/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Thank you for responding .  I will take the new ** unit and I need to have a definitive answer on installing a second unit in the living room.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  02/11/2022

  As I mentioned previously. We will setup a time with you to come and test the unit in the living room. If it is not operating properly, we will fix it.  If it is operating properly and you would like more heat for that space, we will discuss options for upgrading your unit.

*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. ↩