The order process went smooth. However trying to get their customer service to do anything is a nightmare. They do not answer the phone. They do not answer email. My unit had internal damage that was not visible upon inspection. I have been attempting to get them to replace it for two weeks now. I am about to reverse my credit card to them.
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. :)
As a DIYer I found ordering from HVAC Direct, was incredibly easy. Following the order, the customer service provided to track my shipment was second to non. The furnace arrived well packaged and all loose items were clearly labeled and accounted for. Thankyou
Purchased a whole ac unit replacement. Had to get a replacement handler unit due to shipping times. Replacement unit was not similar to the original that I ordered and required some home modifications to install. Shipping was good wish it all came together instead of 2 separate deliveries. Had to make multiple calls to find out shipping dates. Not the fault of HVAC direct, they did everything on there part. Had to reschedule my hvac install due to shipping dates.Will update once unit is completely installed.
I was a first time customer and couldn't be more impressed. I ordered my Goodman 2 stage furnace online. It got delivered when it was expected to and after the install we have heat for the winter. I couldn't think of a single negative about the entire process. Thank you HVAC Direct
Driver was very kind. My experience with the company is that I never received an email of confirmation that the item purchased was on its was or even an estimate on a delivery date. I had to call and ask.
Received the unit and had it installed works good. Glad I ordered it before the heat wave that's been going on affected the pricing of units as I see they have been going up recently
Low prices and free shipping is why I bought from here. Shipment was missing an item when it arrived and I'm still waiting on the replacement part. They aren't very good at sending shipping information to your email. You have to look it all up yourself. I'd buy from them again if I wasn't in a hurry to get what I ordered.
Frankly it was frustrating as I had to call Customer Service at least four times to track down half of the order. The line set and outdoor unit were not with the first delivery receive on July 6th. However Customer Service could not give me any definitive answer as to when or if they had been shipped and promised to send emails once they tracked down the shipment, but this never happened forcing me to call and wait on hold for 25 minutes at a minimum just to get no answers. I finally received notice of the shipping but that was a day after the unit had been delivered nearly 20 days after my order was placed. Also once unboxed, the indoor wall template was not included and again customer service could not send me a copy of the template which made it difficult to mount the unit. Also, these installation instructions were fairly basic and do need to add some additional details on connecting the line set, etc. The minisplit is now installed and working fine.
I feel that I received a lot of run around before being told the item I bought was not in stock. I had to wait over two weeks to find this out. Almost another two weeks to receive my item.
The original furnace I wanted to purchase was on back order and would take weeks for delivery. The sales rep I spoke with ordered a different one that was similar to what I was looking for although I was expecting a condensate furnace and ended up with non condensate my furnace is running and keeping my house warm in this cold winter season. All in all I am satisfied with the product.
I ordered the unit, went to pick it up the following day. Was met at the front, both people were knowledgeable of my order. They had it loaded and I was ready to go in 10 minutes. Both were very friendly
Ordered a new 95% revolv furnace for my manufactured home, it arrived on time and it seems to be a decent unit. The problem with it is that the inducer is noisy as hell, I tried to contact them on their website and also by phone with no results. I left a message but never heard a word from them, guess their warranty is a bunch of crap so Iwouldn't buy from them again due to the fact that I will have to buy a new one out of my own pocket. Buyer beware!
Purchased over $8,000 of equipment from them. They sold me the wrong stuff, did not return my calls and then told me it was my fault that I have a condensate leak because they sold me the wrong drain, they did not have the correct one and it was my fault.
It's been over a month and I still don't have the unit I paid for. The shipping company wants me to meet them on the highway and put the units in my truck to get up the house. The unit I paid for wasn't in stock but wasn't told about this until a week after I ordered. Then played phone tag for 2 weeks before getting the unit changed to one they have in stock.
I received the order and it was fine. While ordering from the website it didn't state that there was a 30' line set included in the package. I have to return the 30' line ordered separately because of the missing clarity on the website.
The furnace arrived ahead of schedule, and it was as ordered. Everything was fast and easy.
I even recommended your company to a relative.
I do have a question, I got a call from your sales rep saying they couldn't ship the heater we ordered to California but they would ship another one that was $50 cheaper and give us a refund. I have not seen the refund yet,
I Ordered an instock product from them, they never delivered and then they said it got lost, I waited several months, I gave up and demanded my refund of $9K. I would never buy from them again. They never apologized. They lost a big customer.
Overview
HVACDirect.com has a rating of 4.6 stars from 1,801 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with HVACDirect.com most frequently mention customer service, timely manner and phone call. HVACDirect.com ranks 1st among HVAC sites.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members