HVAC DirectReviews of hvacdirect.com

The first shipment was lost and there was no followup from your company, until I chased down the problem.

It took 6 weeks for my order to ship. Availability of unit should have been known before order accepted. Unit was poorly packaged and sustained a few dents and scratches. Since I had been so long without hrat and air I chose to install unit anyway.

The communication was not as smooth as I would prefer. The item was out of stock, I never received a notice of this information. If I had not followed up daily, I do not believe I would have received an item. Trying to get in contact was nearly impossible.

The slim duct items didn’t fit the specifications of my home for install! The shipment of my order was slow and delivery to my door was extremely bad, my wife had to find someone to haul a 200 pound condenser heat pump from the curb of my home to front door, while I was at work! The response time was extremely slow for return and refund!

I went to buy an entire Goodman unit but the salesman called me on the phone and unknowingly switched me to an entirely new knock off system that was valued almost $1000 less than what I paid and were just going to keep the money until I mentioned it in on of the many emails I sent about reviving a unit different from what I thought I ordered.. This company is the definition of bait and switch, go elsewhere! I can email the conversation to anyone that would like to hear it. I was given multiple days to decide on an upgrade to my original order where the new coil he offered was taller than original coil, not a couple days to decide on the unit they switched me to. It is very clear to me now as it was then that what I wanted to order was not what I they wanted me to buy. That being said, regardless if it’s a system that they have a surplus of they are trying to sell or not I feel as if I got an older version of a better brand as opposed to a newer version of an inferior brand, and am deciding what to do yet.

Great sales experience but not so service Ordered 3 complete units. Received items and installed the first, all OK. The second unit had a damaged evaporator coil. Customer service worked with me and instead of returning it, we tried fixing it and got some credit. The third unit was received with refrigerant leak on the suction valve. The rep was helpful but demanded proof. After the video, I was told the blame is on me (installer actually). Service rep wanted me to use leak lock per their service manager). A week later I had to recharge. A month later and 1000 bucks in the hole, I will replace the defective valve on my own. (they never sent a replacement) So, just wanted potential customers to know that when it comes to service, you are on your own. Getting warranty when they don't install it will be a daunting task.

Buyer beware.... I had/have 2 simple questions and they can't/won't answer them. I needed to know how to move the left hand drip tray to the right and how to disconnect the blower motor to lighten the unit so we could get it into the attic. I have been waiting on support for a long time. Don't bother trying to call the support number either. I called several times and the system will say "you are number xx in the que" but when it gets to you, after waiting a very long time, the system just tells you to leave a message. That happened 3 times. After leaving messages, and getting no returned calls, I emailed them and was told they respond with-in 24 hours but only after a ticket is made. The email said they were creating the ticket so that I would get a call. The call never came. Then we hit Christmas and New Years, which I understand. I reached out again, after the New Year and it took 2 days for someone to call me and he had n idea how to answer simple questions. He said he had to email mr cool and would get back to me in 24 hours. He didn't. Then an email to me asking for clarification of what I needed. I had already sent drawings, I sent model numbers (which they should have via my order number) and pictures. Today is the 10th of January and still no reply from support. Buy from a reputable local supplier and not from this company, if you want any kind of support.

Received Heating and A/C unit from them, ALL appeared to be OK when I received. My customers are 80 years old, Its November in The Rocky Mountains and they asked me to install the heating system so there is no gap in service. I completed that, caught a "COLD" and waited 10 days to test before i went back to install Condenser. Removed from pallet and saw the unit was racked a bit, sheet metal IT happens no cause for alarm. I saw NO other damage to coil, big dents, nothing. I made my connection with the accucharge line set and I have a leak. Upon further investigation, the plastic tub the unit sits in smacked the coil and made small hole. I I contacted HVAC Direct and sent in pictures of unit and a detailed explanation. They said " Hey, Its sheet metal," this kinda stuff happens" I said"agree" They offered $75.00 I sent the next batch of pictures as the file was to large. Customer service was quite. I said"did you receive the next batch?" Auh,Auh yeah. contacted on the 29th, 1 day after the 30 day mark, I explained Covid, elderly customer, Thanksgiving and said I felt 1 day was a little extreme. The sent me up the line. After 3 weeks of back and forth they sent me to sales. Great. Sales stated the would give me $200.00 off a new unit, bringing it down to $2100.00 What? You want me to pay for it ALL? YES, except the $200.00 YIKES. Not going to work. Sell it to me at cost? NO, we will not. Guess who's eating this? My customers? NO, I am. A small 2 man operation, that never lets his customers down. For a Company that states "Great Customer Service" they failed. From other postings this is the norm. BEWARE.