TOSOT DirectReviews of tosotdirect.com

The unit was defective from day one and continued cooling even when the room was well below the set temperature. It was professionally installed, and it took weeks of troubleshooting before TOSOT finally determined the indoor unit was defective and agreed to replace it. I now have to pay a professional HVAC contractor to remove the defective unit and professionally install the replacement. TOSOT offered a $300 gift card, but it can only be used if I purchase more TOSOT products—after this experience, I have no desire to risk buying another one. Very disappointing experience with a brand-new product. I expected much better from TOSOT.

It should be called "Toss IT" Tossit does not work. Expencive and useless!!

We strongly advise against purchasing anything from Tosot. We spent over $9,000 on several units, including an ERV system. Upon receiving the order, we quickly discovered that critical installation items, including specialized line sets for the ERV were missing. Attempting to reach customer service was incredibly difficult. Try calling their number yourself — the call goes straight to voicemail, and if you receive a response at all, it’s usually a day or more later. When we did finally receive a call back, the customer service rep said they would follow up with an email 10 minutes later to start the resolution process please note we never received that email. Disgusting. So began the process of sending numerous emails to their support team clearly explaining the issue, yet their customer service repeatedly failed to understand or address the missing components. As we continued unpacking the units, we also discovered internal damage that was clearly unrelated to shipping. Once again, when we contacted the company, we received nothing but delays, excuses, and no meaningful resolution. We decided to request a full refund, and even that process has become another ongoing struggle. At this point, we are still waiting for a return shipping label and hoping they will finally send it within the next few days. It’s worth noting that these issues began over a week ago, and despite our constant attempts to follow up, we typically receive only one vague email response per day. We genuinely tried to work through these problems reasonably, but the company’s lack of quality control is matched only by its lack of customer service and communication. Buyer beware. If you decide to purchase from this company despite these warnings, make sure you use a reputable credit card company, such as American Express or Chase, that can assist with disputes and chargebacks if necessary.

Worst customer service / Worst users manual. Electrical diagram does not make sense and very vague. You call customer service then they take info and convey to tech support and tech support respond you via email. Each and every tech support responses are email link referring to use manual which is worthless. I could not figure out much therefore I called a local HVAC company and they could not figure out and when they contacted customer service / the same answer.

Let’s just say very poor customer service. Never used there units, but they are made by Gree. There units work great.

Worst company! FRAUD! Dont buy anything from this company, bought a mini split for my house, main control board was defective, they didn't want to replace it and they claimed it was discontinued right after my purchase! they knew it was defective so they sold the remaining stock to people like myself and never wanted to replace or refund it. SCAM COMPANY. response 11/26/2025: Here is my order#: 21379 I will not delete my review here or my reviews on home depot and contractors blogs until you replace this unit. otherwise I will file a complain with the consumer protection office and educate all reviewers on what they can do to protect themselves from scams ... I will not stop taking actions against you until you solve my problem!

I emailed customer service (Canada branch) on July 2nd as I was looking to see if I could purchase a new exhaust hose from them as theirs are not standard size (5.1” or 5.9”) and thus are not available in store. I had to follow up after not hearing from them for 7 days, I got a response to my followup asking me to send a photo of the model number and a photo of my unit, which I did the same day. I received no reply after this, and have followed up three times since then and still have not received a reply. It’s been almost A MONTH since I sent the photos to them as requested. I have basically been BEGGING them to reply to me. If they don’t have replacement exhaust hoses, they could at least tell me. I am EXTREMELY frustrated and just downright disgusted. This is completely unacceptable. I will not be purchasing anything from this brand ever again.