LIN G.
Shipped Damaged Mini Split (Customer…
Shipped Damaged Mini Split (Customer Sevice Horrible). I received the unit & installed weeks later. I reported the units fins we badly damage, They basically said too bad because it was more than 3 days outside of my delivery. They offered me 50.00 to go away. This company has no business selling to the public with thet kind of service. Also spoke with a tech who was an ass. Again, in their reply they say I notified then decided to install. Not the case. I installed then noticed and called. They do nothing but deflect blame and say say for the confusion. They sell damaged products and offer 50.00 for concession on a 2300 product. Again, who would open a box and check it out before you intended to install. Buyer beware.
Response from HVAC DirectJan 23, 2024
I apologize that you were dissatisfied with your experience and have reviewed the information for your claims. Please note: All shipping terms and conditions are outlined on our website and available prior to purchase. Your purchase was delivered on the 22nd of Dec. No attempt to file a claim was made until Jan. 16th. Though you were well outside our listed policy, we requested pictures of the damage for evaluation. Upon receiving pictures, we were also informed that you had installed the equipment. Upon evaluation, the damage was found to be minor and would not affect functionality or warranty. HVAC Direct went outside of policy, and offered a concession in the name of customer service; though the items had already been installed and were well outside the damage claims window. We understand that things like this happen; however, it is up to the customer to ensure they are inspecting their equipment within 3 days of delivery to ensure a damage claim can be filed. It is also important that the items remain un-installed prior to filing the claim, as installing the equipment is the same as accepting the items and negates our ability to file claims. This is a standard policy and is more customer focused than any of our competitors, who refuse to file damage claims for their customer. HVAC Direct went above and beyond for our customer and broke policy in the name of customer service. We apologize for any confusion, and hope you have a great day.