Russell R.
Purchased two suz/svz heat pump combos…
Purchased two suz/svz heat pump combos from these guys. We’re talking 14k plus in parts. They screwed up the order at every turn. When building the kit on their website, it only had options for the wrong thermostat and wrong sized line sets. Called to place the order instead. Individual on the phone reassured me that the thermostat they had selected would work, and that they had in fact selected the proper line sizes. He sounded like he knew what he was talking about, so I went with it. When the stuff arrived it was obviously wrong. Spent hours on the phone explaining to their techs why a cielo breez max wouldn’t work on a Mitsubishi heat pump split system. They eventually returned it. They did not sell, or know about the downflow kit required for svz air handler. After returning the line set, they sent me a new one that was not insulated on the liquid line. Mitsubishi requires insolation on both lines, plus I paid for it the first go around. It was also missing the liquid line altogether for one set. Had to return again and source elsewhere. All in all, was an exceedingly frustrating experience. Would never use them again.
Response from HVAC DirectJan 15, 2026
Thank you for reaching out to us with your feedback, Russell. I do very much apologize for the frustration you experienced and have contacted the team managers of the agents involved so additional training can be provided. Though extremely rare, human error can occur and again, we deeply apologize. Upon completion of an internal review, I was able to confirm that the incompatible items were successfully returned and replaced, with a partial refund of the difference being issued. We appreciate the opportunity to make this right and appreciate the time you took to let us know of your experience. Thanks again, and have a great day!