HVACDirect.com

I did not agree with the customer service. I place an order; just to look at a screen that says processing for over a week, no one communicated with us, to let us know when it was shipping or if it was shipped, I finally called them just to be told that my order will not be received till the 27th after I place my order on the 12th. Then when I spoke to the managers they gave me every excuse and reason to why it was my fault but they had no problem with processing my payment. I feel like the customer service was rude and I've also don't agree with the fact that they made me call their transport service to find out when or if I'll ever get my material material. This is my first time ever using them so you would think that they would do anything they could to gain a new customer, but instead all I got was how it's my fault and I need to wait. Pissed off customer. On top of that they did not even process my equipment until the last minute meaning the fifth if not the late fourth day. What they don't tell you is that it could be up to a month before you receive your product. And I honestly think all these reviews are from their friends not from Happy customers because of the way they do their processing there's no way that many people could be happy. The prices are fair I gave them that but honesty goes a long way.

In the past I have used HVACDirect on a number of occasions with great success. I am currently in need of a through wall 12,000 BTU A/C unit for a garage. I had the items in the cart ready to order, but their website was contradicting on what exactly was included in the part numbers that were recommended. My concern was the grille to finish the exterior side of the wall sleeve wasn't clear and wanted to find out from a professional at HVACDirect, if he would clarify by part number for me. When I called to get clarification from the representative, he failed to even hear my question and just popped off with "oh yeah, you need to purchase a wall sleeve". I didn't ask him about the wall sleeve. I asked him to slow down and listen to my concern, so I could clarify exactly what I was getting before I would pull the trigger on the order or I would call another company and order from them. He hung up on me! I see from other reviews that this company has slipped from custom service to lip service. I hope their sales numbers begin to reflect their poor service.

I ordered 3 complete systems to replace my old R22 units. The sales experience was great as the person was indeed very helpful throughout the process. The sad part comes once I received the system. First, they did not have evaporator coils in stock. After 2 weeks they replace them with something compatible. Upon receiving, I contracted work to install them. The first system went ok, no problems. The second one, I received with damaged case to my evaporator coil. Customer service told me that to replace it will take some time and I did not have it as the house was too hot. We attempted repairs and I did receive some credit for it. The system is up and running. The problem was with the third unit, a 4T system. Right after install we found the system was delivered with low refrigerant and in fact a leak to the service valve was found. The contractor used some Nylog and asked me to get warranty on the condenser. I was asked to send a video and they came back with putting the blame on me (installer). In a week, the system was low on refrigerant, the service tech asked me to use a different stop leak product which I did. Some 300 bucks later, the system lost refrigerant again. So I started complaining and I wanted to replace the service valve. They never send one but offered me to buy another condensing unit at a discounted price (again, I just bought the new system so I took it a bit offensive). Not sure what their discount was going to be but I now understand getting warranty when they do not install the product is a daunting task. In the end, 3 complete system, one worked great, one needed repairs just to be installed and one I will have it fixed at my own expense, already over 1000 bucks.