Complaints

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:01/24/2025

  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.

  Purchased a residential central ac/ heating system August, 2024. Initially everything was fine. I even left a good review, despite me having to request my warranty documents several times. That should've been a red flag; however, since the owner ******* made good on it, I decided to leave a review as he requested. Moving forward, and we are now experiencing cold weather, I realized the heater is not working properly. I've reached out numerous times to request service to no avail. Therefore, I reached out to ***************** and they referred me to another certified company. Once the tech came, I was informed the wrong size heater was connected 5 kilowatt when it should be 10 kilowatt for the size unit A cooling installed. I had to pay ***** for the diagnostic and it would cost me $650.00 for the correct heating element. I was informed by both ***************** and the other A/C that the initial installer should correct this. Every time I call, my calls go unanswered and/or no one is availableand that they have NO idea when someone will be. I'm requesting A 1 Heating and Cooling to correct their mistake. I paid close to $8,000 for my unit.

  

  Business Response

  Date: 03/15/2025

  Dear Ms. ************************* are writing in response to your recent complaint regarding the service you received from A Class Heating & Cooling. Customer satisfaction is our top priority, and we appreciate the opportunity to clarify and address the concerns you have raised.
  
  
  Our records indicate that we have responded to every service request you have made. At no time was service refused or delayed. Each time you contacted us, we promptly scheduled a technician to assess and address the issue.
  
  
  During the original installation, unforeseen conditions arose that required modifications to ensure a safe and proper setup. Despite these unexpected challenges, we made all necessary adjustments at no additional cost to you. Additionally, we provided you with one of the industrys highest-quality air conditioning systems at an exceptional value, ensuring that you received a top-tier unit at a competitive price.
  
  
  Furthermore, when we responded to your service request, our technician identified a refrigerant leak. We promptly repaired the issue at no charge and recharged the system to proper specifications, reaffirming our commitment to standing behind our work.
  
  
  Regarding the heating system, at the time of purchase, we thoroughly discussed the available options with you. Based on your input, the decision was made to install a minimum-capacity heating element, as you indicated that heating was rarely used in your home. We proceeded with the installation according to that agreement. Nevertheless, in continued good faith and to ensure your satisfaction, we have since installed a higher-capacity heating element at no additional charge.
  
  
  Additionally, we would like to clarify that you have not been charged any diagnostic or repair fees since the installation of your equipment. The claim that you paid $95 for a diagnostic is incorrect. We did inform you that, in the event the existing electrical wiring was insufficient to support the larger heating element, there could be a charge for necessary upgrades. However, this was not required, and you were not charged.
  
  
  What is most concerning about this situation is that your service was already scheduled for resolution when this complaint was filed. Our company schedules service calls in the order they are received, and we have consistently worked to ensure that your needs were met. A Class Heating & Cooling takes great pride in going above and beyond to deliver outstanding service, and it is disheartening when misleading claims are made that misrepresent our dedication to customer satisfaction.
  
  
  We remain committed to providing high-quality service and appreciate the trust our customers place in us. Should you have any further valid concerns, we encourage open communication so that we can continue to deliver the level of service we are known for.
  
  
  Sincerely,
  
  
  ******* ******
  A Class Heating & Cooling, LLC
  
  

  Customer Answer

  Date: 03/19/2025

  Reading the business response, one would assume there were never any issues contacting them. When I finally was able to speak to someone, I was told that they could not be able come out until April.  Mind you, it was January. Had it been effortless,  I would've never filed with BBB. Furthermore, I reached out to ***** as well in a desperate attempt to have my NEW unit repaired. Moreover, although I have a two year service warranty with the installer, I had to pay another company $95.00 for an assessment only to be told the unit is new and the issue should be taken up with the installer. They stated the heating element wasn't sufficient.  

  Furthermore, my initial consultation with *******, I stated I wanted heat and air. I trusted his expertise to determine what would heat and cool my house. The initial heating element blew cold air and was later determined by his tech, that it was not working. 

  I do want to acknowledge that the unit was repaired after 2 months of calling and emailing and I'm appreciative of the outcome. I just believe, it was imperative to state the facts surrounding this matter.  Thank you BBB for your assistance into this matter. Thanks ******* for doing the right thing.

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  

  Reading the business response, one would assume there were never any issues contacting them. When I finally was able to speak to someone, I was told that they could not be able come out until April.  Mind you, it was January. Had it been effortless,  I would've never filed with BBB. Furthermore, I reached out to ***** as well in a desperate attempt to have my NEW unit repaired. Moreover, although I have a two year service warranty with the installer, I had to pay another company $95.00 for an assessment only to be told the unit is new and the issue should be taken up with the installer. They stated the heating element wasn't sufficient.  

  Furthermore, my initial consultation with *******, I stated I wanted heat and air. I trusted his expertise to determine what would heat and cool my house. The initial heating element blew cold air and was later determined by his tech, that it was not working. 

  I do want to acknowledge that the unit was repaired after 2 months of calling and emailing and I'm appreciative of the outcome. I just believe, it was imperative to state the facts surrounding this matter.  Thank you BBB for your assistance into this matter. Thanks ******* for doing the right thing.

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