HVACDirect.com

Worse Customer Service EVER! Asked to speak to manager and always got i am the manager. Never fully answered questions just redirects and not willing to help at all! Don't waste your time or money just look for another supply company.

The Good. Friendly staff, Helpful, answered all my questions...

No so good... Never heard from anyone on the status of the order and I had to call twice. On my second call i found out the parts were one day out from arriving at my office.

Bad... On the order I had a two head unit with the long run line to be 35' (according to the order). After installing the lines for the long run they were both short, I checked the shipping tag (see photo) and it showed the lines were only 30", so I had to splice the line to make the run fit.

Back on November 5 I called and spoke with a rep who ensured me the item I wanted was in stock and assured me it would be shipped right out after many phone calls trying to find out if it has shipped yet and waiting on hold for ever on the 16 th contacted them again and they couldn't find what had happened that they would call me back with details then I called again and they told me good news they found it and was being shipped right out should have it in a day or two still no tracking number but would send it soon,,, on the 18 th a trucking company called me said they had a delivery to schedule with me for next Tuesday the 23 rd of November!
Still they never reached out to me with any info until a short e mail was sent with a tracking number long after the trucking company had contacted me! My home has had no heat since November 5 th and I believe it was shipped out by a third party!
Save your self some time and buy local this outfit is very bad and people should be aware!

I do like my system. My disappointment came when I had a question and they wouldn't give me the time of day because I'm not a licensed contractor. They will sell a homeowner an entire system but won't answer a single question? I would never buy another thing from Hvav Direct. Want some advice if you bought an entire system? Buy an acetylene torch and get on YouTube. :)

The technician that helped me was the best. He arranged for my parts to be delivered. However, the person that was supposed to order the parts, did not follow through with me. Parts was ordered on Monday the 20th by the technician. On the 22nd I called to get a tracking number. There was no number at that time. I was told that the part was on order. Friday the 24th I called to find out what was going on. I needed my parts because winter has come here, and thin I was given the tracking number, and the part would arrive on the next Monday. I found out that the part was ordered and shipped on the 22nd. I feel that I had to Wate and extra two days for my order to arrive. This was the second time I had to order parts. I was without heat for over 2 weeks. In my opinion, that was too long... We had snow on the ground, and it was cold. I had to get space heaters to help warm up the house. My experience was not the best.

I called and worked out a purchase of a complete system with a sales man. He entered it incorrectly. So I called back to get it adjusted and they wanted to charge me tax. ( My state doesn't charge tax for online orders but the sales man wanted me to pay it up front and fight with their accounting to reimburse it to me) So I ordered the same system from AC Outlet ( no tax and free shipping) and called to cancel the HVAC direct order. The sales man literally begged me to keep the order and I said absolutely not, cancel it. That was on 6/8/23. I called customer service on 6/21/23 to see why I had not been reimbursed yet and they said there was a note on my account for "someone" to call me and arrange for delivery. So basically, the salesman got pissed off and set my account into limbo. No one called me for 13 days and nothing would have been done if I didn't spend my time to follow up on them doing their job. When I asked her for who put the note on my account, she said she didn't know. Then she said it had the initials TB. So I asked who the sales manager was for my region and she continued to give me the run around. So yet another company that doesn't give a flying flip and just looking to make that sale. Do yourself a favor and save $400 on a $3600 system, AC Outlet.

Called to place order - was told email would be sent for estimate of purchased - never received
Called again to place order - order was placed - was told would receive email with shipping confirmation - never received
Called, emailed and msg'd for shipping confirmation - never received
Customer service finally called us to tell us the unit we ordered is not available and they could send me a "less efficient" unit and would give me a $250 credit towards my purchase (never received)
After order was changed, we emailed again for shipping status - system said order did not exist
Freight company called us to schedule delivery - only way we knew it was actually going to be delivered.
Entire process took 34 days to be delivered NOT 2-3 day shipping per the website
NEVER RECEIVED OUR $250 CREDIT