pioneerminisplit.comReviews of pioneerminisplit.com

I purchased a mini split unit directly from their website, and it was brand new. I installed it and tested it, but wasn't blowing cold air. I contacted support, and they said that their warranty doesn't cover labor. I explained that it is defective out of the box, so there should be no reason for me to pay for a technician. The support person disrespected me and hung up on me. I tried escalating it to their management, and I can't get ahold of anyone.

Always bad tone. Always hanging up on the caller if: 1) you have an issue they don't want to resolve (too lazy or don't feel like it) 2) you have a complaint about a part that did not arrive or arrived damaged. Mr. Cool will be my next purchase. Pioneer's units and their company are far too unreliable for someone in the Phoenix Valley. They keep going like this and bad reputation isn't too far away as reviews like mine keep piling up.

I have placed 5 orders with this company in the past 6 months, including 2 full ducted heatpump systems. The processing of order is very slow, often taking weeks longer than they stated upon order. Their warranty is rather poor compared to competitors. Also, they promised a $100 refund for damaged good but never provided it even after multiple emails and calls. But their pricing and customer service (other than not providing my damaged good refund) are very good. Overall, I will continue to purchase from them.

Placed order on 13-Jul-2021 and received confirmation of order with processing within 4-5 business days with the exception of delayed processing could take up to 6-7 business days based on heavy volume. I waited 7 business days and decided to contact them since I have not heard anything and order still indicated on website as unfulfilled to check status on 20-Jul-2021. Received an email response on 20-Jul-2021 that my order is scheduled to be picked up the following day. After the following day and no status update I decided call and check status, customer service indicated the order was being processed and will be sent to the warehouse for assembly. I received an email on 26-Jul-2021 that the order has been processed and could take up 5 business days for assembly and carrier truck pickup to schedule delivery. Today is 30-Jul-2021 and still waiting. I guess during these times you got to expect long delays and for now I have a residence that has no AC in the deep south summer months. Update: today is 05-Aug-2021 and my order just arrived and everything looks good so far. Just be aware that your orders will take almost a month to get. Update: I found some damage to a plastic valve cover cap on one of the outdoor units and found that a line set cover kit was previously used with cuts and drilled holes. I reported this on 07-Aug-2021 and customer support said they would send out next day. Today is 27-Aug-2021 and nothing has arrived. Contacted them again to see where the replacement parts were. I assume they forgot so they said it will be out today. Hopefully it comes in soon as this has been going on for almost 2 months.