HVAC Direct Reviews 339

At 39 I have never once left a 1 star review for a company but they have easily earned it. I ordered a high end Mitsubishi mini-split system that I saved up for over a year to afford. I have a licensed contractor put it in and an HVAC specialist come to do a pressure check on the system before charging it. It does not pass the check after well over a day of testing every line set and connection they determine there is a small leak somewhere inside the main condenser unit.
Now I have spent around $3,000 dollars more than expected due to this drawn out process and the HVAC specialist submits a warranty claim. I'm frustrated that this has happened but understand that it was a possibility however what came next was beyond my comprehension.
After turning in all the invoices and info that they demanded I get a call back at 5:30am! Barely conscious I answer and am immediately confronted by one of the rudest most demeaning customer service representative I have ever had to talk to. He berates me for how the diagnostic wasn't worth a damn and if I want to get another unit I need to have them come out and find exactly where and which part in the compressor has the leak. (For those who don't know this could take easily over a day of diagnostic tests which would likely end up costing far more than an entire new unit).
Now this is all happening as it is completely black outside and I'm just trying to get a clear thought together after being woken up in the middle of the night. Talking over me any time I try to get a word in, constantly repeating how the invoice talked about line set testing for some reason, clearly misinterpreting what the diagnostic states. Now seeing as the Tech was the one who submitted the warranty there was no good reason for them to be calling me in the first place other than the fact that they think they can bully me assuming I'm unaware of how these systems work.
I will NEVER EVER return or recommend this site to even my worst enemy! Because of their absolute unprofessionalism and refusal to take any responsibility for their products I will likely be out over $8,000 more that I absolutely cannot afford. Do yourself a favor and avoid this company as if they packaged everything with anthrax!

Worst experience ever!!! Customer service sucks. First they sell you something they don’t even have, then they would contact you and offer something cheesy instead. I bought an equipment which should be shipped within 7-8 days. I just had to cancel the order because they dragged it for 2 months, every time I contacted customer service they would give me new shipment day. Looks like they were hoping to push me their own cheesy brand ACIQ instead. I ended up ordering from another supplier and received the product within 8 days.

This company has probably the worst communication skills I have ever encountered as a consumer. I bought 3 MacroAir fans for a new facility I am building and I ordered on the October 15th. They should have shipped around the 27th of October. Once I never got tracking I called. The rep said that they would email MacroAir to find out the issue. No reply… I called again a few days later. Same thing. “We emailed MacroAir and have not got a reply. We will escalate this”. No reply….. I decided to call MacroAir myself. Come to find out that they had a delinquent account or on hold and never put my fans in production. So I called back HVAC Direct again. Guess what? Same answer. “We have not heard from the manufacturer.” So I told them I called them and they told me there was an account issue that they could not discuss with me. Then they transferred me to a Manager. Zero help. Then Jessica reached out and apologized. Now that we are over a month in and still has not shipped. She told me they released the order. Meanwhile I was charged 500 for delaying the inspection process for electrical. Jessica said that she will get with them to pay me back what I lost and she would get back to me no later than Wednesday EOD. Well guess what? Still no answer. In conclusion. This company shows horrible business practices, lacks communication skills and horrible customer service. We nor any of my companies will ever use this company again. I would suggest you do the same thing.

Beware: The website says "5-7 Day Shipping", that is not the case in my situation! After 8 buisness days a portion of the order has still not arrived with no updates on the status. This item was in stock when I ordered. On day 3 after ordering and not receiving any shipping information I called customer service and informed them I do not have heat and hope the order has shipped, they responded with "I don't see that it has shipped yet, but it is being processed it will be shipped within the next 24-48 hours". This was concerning, but good enoungh. At day 7, I still had not received any shipping information. I called customer service and was told I would receive a call back the next morning with a status, I never received a call. On day 8, I called again and got through to someone that could see the order status, unfortuantly they said the same thing I was told a week before "I can see the order is being processed and should ship within the next "24-48' hours". The Customer Service agent was nice, but could not provide me any reliable infomration as to when my order will actually ship. With the unreliable shipping and poor communication I will hesitate ordering from this company in the future.

Sold a piece of garbage. A propane heater that didn't work and they refused to take it back and refund my money. You will be hearing from my lawyer soon you morons.

Communication was a bit tough but overall got a great deal and am happy with the service.

I had a great experience with HVACDIRECT! It was a very reasonable price for a furnace, and it was delivered in 2 days. It was packaged very nicely and securely. I'll buy from them again. Thank you for a great customer service.

By far the worst I've experienced. I ordered a unit on 9/17/2024. I had to rent a truck to meet the shipping company a couple of miles away from my home to receive the unit, only to refuse the shipping because the item was damaged. Two weeks later I had to go through the same process of renting another truck to meet the shipping company again for a replacement unit, that was also damaged worse than the first one, but before I had a chance to inspect it completely, the truck driver left. I have pictures and I also have video of the transaction. I called to let hvac direct know, but they told me that they couldn't send me another item that they would like to offer me a concession of $50. If I wanted an unused scratch and dent unit, I would have gotten one locally for a third of the cost they charged. So I declined and just wanted my money back. Then I was offered a concession of $375, which I refused, because I just didn't want to deal with this company any longer. I just wanted my money back. Then I was told that they couldn't prove that the damages was caused by the carrier due to me having to rent a truck to pick the unit up form the carrier and transport it to my home, and that I "signed a POD free and clear." The truck driver never produced anything for me to sign, therefore my signature was forged!! Again, the transaction was recorded and pictures were taken. They sent a copy of the POD and it shows clearly that my name isn't "signed" on there!! I also didn't sign anything form the first order. This is forgery and fraud. After all of this they sent me info on how to return the second damaged unit back. I was told that once the unit is picked up, I would receive a tracking number then it is out of my hands, and the refund process will begin. That wasn't true. I still haven't receive my money back. I talked to my financial company and sent them every email and pictures and the video of the transaction, and they told me that I can file a claim due to this being a fraudulent transaction, but try to reach out to hvac direct one more time. I talked to a rep today and she told me that she has to check to see if the unit has arrive at some warehouse before they can start the refund process. Every time I have talked to someone at this company they have told me something different. I was always told that I would receive a phone call back but they never call back. I order the first unit on 9/17/2024. It is now 10/22/2024. I really just want my refund, and to be done with this company. Please read the critical reviews, not only on this site, but on the Better Business Bureau, Facebook, and Google. I am not the first person that this has happened to!!

I call an ordered a unit for North Carolina property it was urgent that it was in stock and to be shipped same day . Check on it a week later and not shipped. My house was flooded
Need the unit to keep the moisture down . Canceled the order . Ecomfort ordered it and
Recived the rl shipping notice next day . No more of my buss.

I spoke to Kevin in the chat support he was absolutely phenomenal and answered all my questions

buyer beware!! you cannot return hardly anything. Even if its still in the box.
I bought a roof jack we didn't need . Still in the box.
Now I'm out $210.00!

Good customer service. Very informative. The agent is knowledgeable.

Great company.
Line set was missing the suction Line. New one sent promptly.

Brittney was the best hekp... The sales person was the worst his name was Chad... If I dealt with him again I would never do business with this company again

Everything I ordered was there, nothing damaged, nothing missing. It just took almost 3 weeks to get it.

I have been waiting for 45 days for a replacement compressor for an air conditioner less than a year old. have been told 3 differnt time the part was order that i should have in a couple of days, I'll check on the tracking number, and assorted bs and still I am enduring an Illinois summer without a/c

I had a question about a furnace that I have that I didn't purchase from your company, And the representative on this site, was a wonderful help to my situation. I needed advice because I had been given false information by the person that installed my furnace last year, And your representative helped me find my solution. Thank you so very much to Chris!

Customer service is outstanding! Aleshia who handled my questions was point on. She knew I was at work with no access to my information to register my product and actually sent me pics so i could do it immediately. Also, for once in my life I got to talk to a person that spoke clearly. Also, she handled my situation like it was her own problem. These days this type of attention has been forgotten by many companies. I would like to mention that my furnace package came unscaved from any damage. Shipping was prompt and professional. In the future I will continue to go to HVAC Direct for all my needs controlling my climate in my home.
Sincerely
James Rush