Very disappointed, lack of communication.
Ordered a Pioneer air exchanger on 11/10/25. They took our payment and never delivered the product as represented. There is no phone number to call and the customer support email is not effective in providing proper answers. I had to get my credit card company involved and only then did the company acknowledge my order was canceled on 12/14 although they blamed it on my payment method, never attempting to reach out to us with a proper explanation.
On 3/25/ 26 the company responded to this review and stated that there was a delay and the product was eventually delivered and provided a tracking number. This is not accurate. The product was never delivered or shipped. I wonder why the company continues to not reach out directly with me (the customer).
The company still does not wish to deal directly with their customer. They claim to have shipped it out on November 24, 2025. Our email on December 8 notified them that we had not received it. They never bothered to respond or to provide a phone number to call. The only resolution was for my credit card company to get involved. There is no excuse for not reaching out to the customer. No phone number? They do not seem to understand the importance of old school customer service.
Reply from Cedarshvac
Good Afternoon Bill, Thank you for your business and we sincerely apologize for the inconvenience. There was in fact a delay with your order and we sent multiple emails regarding the issue. In fact, your order was delivered under Fedex.com tracking # 395423133461 and you also received a refund. Please consider updating your review.
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Hi Bill,
Ok, After some research, you requested to cancel the order and the carrier return the product to the distribution center. As for us not contacting you, please see the email communication below:
From: bill6411@optonline.net
Sent: Monday, December 8, 2025 11:03 AM
To: support@cedarshvac.com
Subject: Re: Re: Order not received.
We have not received the item ordered. We do not have a phone number to call re: this issue. You have not responded to our last email, so therefore we have filed a complaint with our credit card bank. Please be advised that we consider this order cancelled.
Sincerely,
William Ladutko
203-215-2954
------ Original Message ------
From: support@cedarshvac.com
To: bill6411@optonline.net
Sent: Monday, November 24th 2025, 07:54 AM
Subject: Re: Order not received.
Good Morning Bill,
Thank you and we apologize for the delay. There was a slight backlog at the distribution center, but your order has in fact been shipped under Fedex.com tracking # 395423133461. You will see movement shortly.
Again, thank you and as always please feel free to contact us with any further questions or concerns.
My Best Regards,
Mike Arden | CedarsHVAC.com
Office: 10737 SW 104th St. # 1 Miami, FL 33176
Mon. - Fri. 8AM to 5PM EST
Duns # 09-909-0606
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Hi Bill,
You continue stating that we did not reach out when we clearly did and the email thread is above. You decided to write this review and we are simply answering and providing facts. As for us not having a phone number, we do, but prefer to handle communications in writing to avoid issues like these. Again, we sincerely apologize for your unpleasant experience and hope we can make it up to you in the future.
My Best Regards,
Mike Arden
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Bill, we sincerely apologize for the experience you had. A FedEx return-to-sender after a failed delivery attempt is a frustrating outcome, and we understand why the lack of a phone number made this harder to resolve quickly. We have your contact information and will reach out directly to make this right. We are committed to improving how we handle delivery exceptions and keeping customers informed at every step.
Mike Arden
