HVAC Direct Reviews 339

Brittany was so hopeful in helping me resolve my order issues. She used all her available resources to help me get my resent order fast tracked so I can receive my order in a manly time

R & L did a great job on delivering the stove but I have only burned it outside and then brought it in the house and hooked it up… Fingers crossed it will throw out enough heat for our house

They took the money for the unit that they have in stock and ready to be shipped and for the whole week they say its either damaged or not in stock or they cant find any information for it and there is not a single person to help me with it, plus when i asked to cancel my order and return money customer service said she gave to email rto her boss and see if he can cancell it but she cant transfer me to speak with that person. Now i have to wait who knows how long to get my money back. If i knew this company is just a bunch of liers i would never order from them.

Excellent communication and received unit earlier than my expectations. Well packaged and I can say enough positive things about the delivery.

Order was shipped when promised. Perfectaire mini-split arrived on pallet with no box damage. DIY completed with no problems. Up and running.

The rep was knowledgable and helped me select the right furnace for our mobile home (which is an uncommon fit). The unit works very well and the price was fair.

Kevin was very helpful and pacient with me.

Justin was extremely professional. Answered all my questions and concerns.

I was employed with HVAC Direct until literally a few hours ago for how I look out for the customer's best interest. I got a call from a woman stating her elderly father had been scammed by the company. Summer time is busy season which means long lead times, delays, and more reasons for customers to get upset, so this type of call happens a million times a day. After pulling up her father's account, I saw that the order was from November of 2023, which is way outside of the 60 day time frame to return for a refund/replacement. The woman went on to say that one of my colleagues advised the unit would be replaced EVEN THOUGH IT HAD BEEN INSTALLED AND WAS OUTSIDE OF OUR POLICY. I calmed the customer and told her I'd have to investigate the call. After listening to the call, sure enough, my colleague had advised false information. I called the woman back and let her know a manager request with this information was being put in. After further investigation (our supervisors are sticklers for details) I see that the unit arrived damaged and we had sold the customer a DISPLAY UNIT! The customer had provided pics of the damage. The condenser and air handler were both dented and dusty. The customer is an 80 year old man and HVAC Direct offered him only $100 to keep the unit. I checked his email response and it turns out HE NEVER ACCEPTED THE CONCESSION. I called the customer back with this update and advised again that a supervisor would be giving her a call back. I apologized profusely and advised how I can see how she feels that her father was scammed, but not to worry, we are a legit business and we'll get back to her with updates. Today, I was let go because the company indeed had to refund her elderly father. I was told I was fired because I said we scammed the customer. I have never had a complaint, much less allowed a hysterical customer to make me say anything of the sort about the company. I got a call and of course was devastated. DO NOT SHOP HERE! IF YOUR EQUIPMENT IS DAMAGED, THEY WILL GIVE YOU THE HARDEST TIME WHEN IT COMES TO REPLACING IT! Not to mention the warehouse workers have been sending the WRONG equipment to customers all summer long. Instead of saying it's out of stock, sales reps will sell it anyway, they will not call you or email you back, and sometimes they just auto sub a different unit without customer permission. This has been the most TRIFLING job I've ever worked at. Customers are stuck with no refund and no replacement order for weeks. If you want to return something, you're stuck waiting weeks for a return label because the return team is 3 people, now two since I've been let go. We are advised to try and get you to not cancel and "save the company money" any way we can. Customers are typically short changed. Don't let the positive reviews fool you. Luckily, I was already hired on elsewhere and just trying to work both jobs, but the way this company treats its customers after taking their money is crazy. And don't get me started on the tech team! If you have an issue, you may as well hire a tech to come out. Most are inexperienced and just look through the manuals or tell you you need to purchase a new motherboard for the unit.

They always have what I need as a small business owner doing side jobs. Very knowledgeable staff whenever I have a question

After having some problems getting some replacement equipment, Brittany stepped up to the plate and got things done. She was exceptionally helpful and was able to rectify the problem in a very timely manner.

Easy to shop. Good prices. The shipper was not so great. He refused to take the unit to my house and I had to bring a trailer to a parking lot for him to transfer the load. There was no information online to tell me when the unit was arriving to plan. I had to scramble to accommodate the shipper. Unit arrived in excellent condition. Can't wait to get it installed.

Fast service & quality equipment that was easy to install.

Kevin responded in a timely manner and with great technical advise.

Terrible! Cannot deliver when promised and when questioned, all you get is the run around. Had to cancel order after no delivery for over a month. Delivery was promised in 5 days.

I talked to lots of HVAC representatives. Miguel went above and beyond to drill down the problem and nice enough to call me back with a solution and update.

Keven has been extremely helpful and patient as I’m having to have my brand new under powered hvac unit removed and will be replaced with Mr.Cool. I’ll be completing the order soon as removal date is confirmed.

Where do I start? First was told it was in stock. Not. Got a shipping notification showing it shipped complete. Not. Charged my credit card for a back ordered item. Balanced finally shipped. Now another 6-8 days before I receive. Spoke to Bailey in customer service. Just got a run around. Nobody wants to be accountable. Just excuses. Will NEVER do business with them again.
Now I received the shipment and it’s not even the model I ordered. Completely different brand. I’ve left 2 emails to supervisor Bailey and one email to their “contact us” email and have no reply. Been trying to get a reply since last Friday. Now 5 days past. Going to have to dispute with my credit card company to get an answer I guess. What a sad company.