HVAC DirectReviews of hvacdirect.com

Would never buy from them again. Product was shipped in a makeshift fashion, was not secured to the pallet and ended up banging up against the wall of the freight truck. When I inquired about getting a replacement or a partial refund, the company said they do not consider Cosmetic damages as grounds for partial refund. I am currently waiting for someone to contact me from the freight company however, I do not feel this should be my responsibility to address. Now I will have to delay my installation due to t to his mess. What’s frustrating is it’s hard to get a hold of anyone especially those within their damages department. For a company that appears to be centered on customer experience I can say I wish that I had just bought from a local distributor. I would either like a replacement sent ASAP or a partial refund issued

6 weeks after 1st complaint....STILL WAITING FOR REPLACEMEMT.PARTS.

Kevin was very attentive before I placed my order. Now that the order is placed and my credit card has been charged, no one will answer me. When I ordered, the item was in stock. Now, when I try to check my order status, it just says back order with no expected shipping date - yet they already charged my credit card. I sent a chat message (both a general one and one responding to the previous chat with Kevin) almost 2 hours ago. I got a brief response from Kevin and then a template message that says they sent my concern to customer service and I'll receive a response in 24 hours,and now my messages are being ignored.

This company gave us a system that had faulty and missing parts and has taken a month since we ordered it and we still don’t have the system up and running due to the missing parts and not functioning. Customer service has been super slow and it’s taken us weeks to get the parts( some having to be ordered from Amazon because they didn’t have it). Also they said multiple times don’t worry we’ll send it and we’ll send a confirmation to your email. They did nothing 3x of me calling. This is not a safe company to buy from you will be out $4000+ and your children will still be roasting. They might have been good at one point but their service is sliding and I’m letting that reflect here.

UPDATE #2: STILL NO REFUND. 6 days after the promise of it being refunded. We had another small pump we returned and got a refund for. The Mr Cool Universal split unit has not been addressed or refunded. We expect a FULL refund now. This is beyond bad customer service and we will take further action legally if we do not get it resolved asap. UPDATE: After submitting the initial review we recived an XPO tracking number. The tracking destination was on the opposite side of the COUNTRY. This was brought to customer service attention and was not addressed. Then the shipment was "delivered" but we have no clue where and we immediately asked for a refund when the product obviously was jot coming to the address on the order. Other parts had the correct address, so it was not an error on our part when placing the order. We expect a refund now. That is thousands of dollars that was paid for something that was never coming to us. Products advertised as "in stock" were not what was shipped. We asked to cancel our order after they said the "in stock" item(verfied by phone call before purchasing) was suddenly out of stock after charging our card. Instead of refunding us, they sent us old and outdated parts and continued to delay the shipping of the main unit. After a couple of weeks we finally got a shipping confirmation for the main unit, but there is no tracking available for it at this time, so who knows if its actually en-route.

They send 2021 in 2024 Refurbished unit after confirming they are new , purchased 5 system 3 system never start , they want charge 1200 of freight when our transport company 635$

I ordered a casette on 1/17/24. I was told it would ship within a couple of days and get to me by the end of the week. I called back on the 22nd and was told it will ship by end of the month. It shipped on the 29th and had an estimated arrival date of Feb 1. It did not arrive on the 1st on the 5th I called to inquire where the unit was and was told they didn't know but would call back the next day. It has now been another 5 days and still no word. It's frustrating because I only went with them because I was on a time crunch. I have no idea if or when it will ever be delivered. I have tried to cancel the order but we will see if they will honor that.

Bought a unit from them. Had it installed by a pro. Unit needed work withing the first year. Second year fan motor went out. Pro diagnosed the fan and said it had a 5 year warranty. Contacted HVAC Direct. Was told a tech would contact me. (was told by main number we don't have enough techs) Two weeks later after I continually called, I got an email from a "tech." After talking to him, I was told I need proof that a pro put the furnace in. I emailed that to him. Then I was sent an email from the "tech" saying now he needed proof that a HVAC person diagnosed the fan motor that is warranted. That was emailed to him also. Now weeks later. The tech will not return me emails, nor will the site message service respond to why the tech or anyone will call so we can get the motor. This company is a joke. Happy to take your money for their junk units but never around when they have to honor warranty work. WAIST OF YOUR TIME.