HVAC DirectReviews of hvacdirect.com

I ordered a system that said “ready to ship”, I actually removed it from the cart and added it a second time to be sure it said ready to ship. Matt contacted me within a week to say part of the order was unavailable and they would offer an alternative. It took two weeks from that point to actually speak to Matt and only after waiting multiple times for nearly an hour on hold. Matt assured me (a week ago now) that this 2 plus week old order would be filled right away with the original system or the alternative. If you call right now to place an order, they will answer the phone; if you dial direct or ask for customer service you will be on hold for a minimum of 30-40 minutes. I’m on hold right now as I write this. I’ve left three requests for call back in the last 4 business days…..nothing. Don’t do it, a few dollars in savings is not worth being treated this way. I will spread the word HORRIBLE SERVICE

I ordered a daikin 18000 btu heat pump mini split from hvac direct on July 1st, 2023. I waited to get tracking and a confirmation of which never came. I paid through Paypal and the payment was made in full on the 1st. i want to say like 7 days in I called to inquire of a tracking of which they could not give to me. I cannot remember how I ended that phone call but called again the very next day for status. The gentleman, told me he would look into it. This is what i got from him in email : Hi there, I just called and left a voicemail and I wanted to send a quick message. The system you ordered is currently delayed for shipping by a couple of weeks. We do have some other options that are ready to ship out. Please give me a call at 973-994-4408 to discuss your options or if you’d rather wait for the original system to arrive. Feel free to reach out with any questions as well. Thank you. Matt Hicks Product Solutions HVAC Direct 937.994.4408 Matt HVACDirect.com Powered by Intercom I call matt to see what his offer was hoping it would be a better model but no it was their off house brand acai of which i never heard of. I declined and cancelled my order. I went to my Paypal and opened a dispute now the only thing they had to do was allow the refund and I would have had my money back. That is not what they did and I once again called and talked to a Taylor of which told me he sent 3 emails to different depts to resolve my problem. I still see no refund and i imagine they are gonna wait it out till the 16th of July, the day paypal will automatically refund due to non response. With the competition out there why would you hold peoples money hostage? I would never have given a poor review as long as you would have done the right thing but it appears there are many holding peoples money anymore and not fulfilling the sales orders. To be quite frank they never had the unit in stock so why would you advertise it is in stock ? I truly will never use this company again due to there lack of concern of my refund and for selling something they simply do not actually have in stock. Go refund my money now please!!! Refund issued on July 16, item ordered july 1, discovery that they didn't have the item July 6. Canceled item on July 6. My refund was issued only after I opened a dispute with Paypal and the time for them to respond to paypal ran out . I called them 3 times to just go in to respond to paypals email asking for their response to refund but they let the time clock tick out. Very unnecessary!! Needless to say I will not shop with them again.

My experience was very frustrate with HVACDirect. I placed an order of entire heat pump system in early June. The website indicated the units would be shipped in 2-3 business days. After 3-4 days, there was no update. I called the customer service several times, and every time was told they would ship in 2-3 business days. After 10 days when I called, I was told one of the units was not in stock, and they offer substitution of other brand which I did not accept and cancelled the order. Quickly I got phone call from HVACDirect offering me the same brand (that was the only call and quick response I got). I accepted the offer and continue to wait. It turned out accepting the offer was another mistake I made. There was no update for more than a week, I called to check the status, and was told exact same thing as before, would be shipped in 2-3 business days. I totally lost confidence with the company and had to cancel the other. Now it came to refund, it took mode than 10 day and many calls, finally I got confirmation about refund. My credit card bill almost passed due. The story did not end at this point. They shipped out part of the order. That part is not useful because the heat pump and evaporator were canceled. Now I have to pay for shipping to return the part to get refund for that part. I have say the customer service reps were very polite and were trying to help, but some how it did not work. I hope HVAC direct could improve the process in the future.

Received product after waiting 3 weeks for delivery. It came completely smashed and other parts were missing. I rejected the order with the freight company. I called HVAC direct immediately and told them I want a full refund. I lost my customer also since they already waited 3 weeks for the install. It’s been a week and still no refund. I spoke to two customer service representatives and was told nothing is in their computer from the freight company. They have still not contacted them to confirm the damage. Horrible service! I’m still waiting for my refund! Beware of this company!

The order came without damage, installed as directed and verified connections and power. Used the remote to turn the unit on and NOTHING. No sound, no display, just doesn’t work. Haven’t heard from tech support yet.

They offer no warranty. if you cant find my purchase, its because you offer no warranty and i will not buy a system with no warranty

I recently ordered 2 systems ( Goodman). Before they shipped I received a call from solutions department. The man I spoke to explained. the units were on backorder. It could be a few weeks before being able to ship the ordered units. When I placed the order the site indicated these units were in stock. The man went on to say that he was offering an upgrade with the same equipment. I accepted after talking to the owners of the home I am building. Not what I received. I received American Pride units. I spoke with my A/C co. They explained that the units while made by Goodman are not an upgrade. He said they are builder grade. Now I am stuck with a 13,000.00 purchase, which included a fireplace that is what I ordered. Don't fall for this. Kevin Davis .

New $4200 Goodman HVAC we received was FULL of defects… numerous dents in condesnder, major damage to evaporator, stripped screws that missed intended holes, missing screws in some areas altogether. There was also oil pooling in the pan under the compressor. All of these issues were documented with photographs and sent to HVACDirect. HVACDirect didn’t want to stand by their guarantee and send us a replacement. They told us we could just “comb out” the dents in the condenser. We insisted, then they offered us a $200 concession. We refused, then they offered us $500. We understand that the unit would still technically function but it would be less efficient, so what was the purpose of keeping it?? After emailing HVACDirect back-and-forth for almost a month, they finally agreed to send us a replacement, or give us a refund. After so much runaround we didn’t want to bother with the replacement and asked for a refund. Extremely frustrating experience. Additionally, the shipping company the used—XPO Logistics, was horrible as well. No communication, showed up unannounced with a delivery when nobody was here to receive it. Same company was also sent to pick up the return and again, did not call beforehand like they said they would. Both times we were fortunate enough to have a neighbor available and come over and handle for us. ORDER #1000411219