Poor Customer Service and Unresponsive…
Poor Customer Service and Unresponsive Technical SupportI purchased a furnace from HVACDirect.com, largely based on the promise of “unlimited technical support” from the salesperson. When I had a simple configuration question that prevented my furnace from operating, I contacted their tech support and was promised a call back within 24–36 hours. That call never came.Because of their lack of response, I had to hire a local licensed technician to diagnose the issue — a service call that would have been completely unnecessary had their team simply returned my call. Their follow-up communications blamed me for self-installing the unit and refused to acknowledge their failure to respond.The entire experience was frustrating, unhelpful, and showed a complete lack of empathy for a customer without heat in their home. There are other sellers in the industry who are far more reputable and responsive.I do not recommend HVACDirect.com for anyone who expects reliable post-sale support or basic customer service.
Jim Ratay
HVAC.Com don’t buy from them
Should have bought unit from an installer. With havoc direct you have nothing but parts. My unit was shipped to me the driver dropped it in the neighbors driveway way and left without even a call. That was 1/2 mile from my house. No chance of inspecting or refusing order. Called hvac they refunded 200.00. Installed unit and it broke in two days. Called AC company abiotic fixing it. They came out said main board was bad. Told me they can not order new board I would have to do it. If I got board I would have to find someone to install it that they do not work on these units because of all the problems getting support and parts. I called everyone in this area no one will touch it. Got hvac to ship part they shipped it UPS. It has been out for delivery for three days now. No heat in house for almost two weeks. Heavy cares less. Evidently this unit has numerous problems yet hvac still sells them. Now I wait for three more days and maybe get my part. If I don’t get it then I have to file claim and buy another part. If they had not dropped unit and ran I would have refused it because they dropped it in the mud. That’s Hvacs drop and run warranty. Doubt if my unit ever gets fixed. Stay away from these guys.
Kyle Graley Jr
Defective heating unit, poor customer service.
Defective heating unit, electricians diagnosed Defective part and very little response from HVAC Direct, they appear to not care. Should have purchased from supply house like they recommended.
Adam Burnham
BEWARE YOU WILL NOT HAVE ANY WARRANTY…
BEWARE YOU WILL NOT HAVE ANY WARRANTY unless you have equipment installed by licensed contractor. I bought a 80k BTU Goodman furnace and a 40k BTU furnace. One had a bad pressure sensor. I talked to Goodman and HVAC direct they said to start warranty claim I need to be a licensed contractor. Too bad, so sad for me. Now I have to swap pressure sensor to operate one furnace at a time.
J Gu
Better hope you don't need warranty repairs
Purchase and delivery were great, until the mini-split quit working (2 years later). Daikin Corp confirmed 3 years left for unregistered warranty and to contact original supplier. HVAC-direct has been responsive, but their Warranty process is so cumbersome and restrictive that I cannot get my customer's unit fixed under warranty. HVAC-direct clearly wants sell new equipment but doesn't care about repair or service... All this while my customer is shivering in his home...
john s
HVAC Direct.com New ACIQ Extreme heat pump system
We just updated our heating system to the ACIQ extreme heat series. From start to finish the experience was flawless. Not only were the prices almost half of most other quotes, the customer service was on point! The friendly staff answered my questions promptly and also gave some recommendations that ultimately saved me some money. The unit is whisper quiet and for the first time ever the temperature in our home is stable and comfortable. Can’t recommend enough!
Eric Krites
Purchased two suz/svz heat pump combos…
Purchased two suz/svz heat pump combos from these guys. We’re talking 14k plus in parts. They screwed up the order at every turn. When building the kit on their website, it only had options for the wrong thermostat and wrong sized line sets. Called to place the order instead. Individual on the phone reassured me that the thermostat they had selected would work, and that they had in fact selected the proper line sizes. He sounded like he knew what he was talking about, so I went with it.When the stuff arrived it was obviously wrong. Spent hours on the phone explaining to their techs why a cielo breez max wouldn’t work on a Mitsubishi heat pump split system. They eventually returned it. They did not sell, or know about the downflow kit required for svz air handler. After returning the line set, they sent me a new one that was not insulated on the liquid line. Mitsubishi requires insolation on both lines, plus I paid for it the first go around. It was also missing the liquid line altogether for one set. Had to return again and source elsewhere.All in all, was an exceedingly frustrating experience. Would never use them again.
Russell Reed
Customer support is severely lacking
Customer support is severely lacking. I bought a mini-split system from them. It didn't work. Their attitude: "that's your problem".
Erik
Purchased a 48000Btu ACIQ minisplit…
Purchased a 48000Btu ACIQ minisplit from HVAC Direct. 3 weeks after purchase, one of the cassettes stopped working with the error code FH-07. HVAC Direct stated that ACIQ technical support and HVAC technical support were one and the same. They stated that I needed to call a technician to diagnose the problem, then they would pay for the part and then I would have to pay to have it installed and to have the ceiling tongue and groove replaced. Great for a $30 part it will probably cost in the $1000 range to have it fixed. If it happens every 3 weeks like what happened with the first unit, the total cost of the unit over a 10 year period will be $170,000. So I am not satisfied and will be looking at either small claims court or hiring an attorney.
Gerald Pevow
Chris was very knowledgeable and was…
Chris was very knowledgeable and was able to work with us in an efficient way. He did an excellent job.
Yolanda D’Alessio
This is my fourth ACIQ unit
This is my fourth ACIQ unit! these units have out lasted their highly promoted, name brand companion units! Great value for the price!
Troy Martin
Amazing service
Good service from when I called in to when my unit got delivered.
Alexandre Germain
Great experience!!
Someone was alway there to answer my question.
Mark
Fantastic customer service and reliable people to work with
So far I am satisfied with this company’s I originally ordered a scratch and dent Goodman system. But they told Me that the unit I bought is not designed for southern states only can be used in northern states. After all the hard research trying to locate a suitable unit for my budget and pricing. I got disappointed with their response. But toMy surprise they back tracked honored their advertisement on their website and offered me a new replacement unit. This made my day. I had it installed through a qualified technician. Now the new aciq unit is working fine. My home is back to normal temperature thanks you hvac
san sid
HVAC was amazing
HVAC was amazing! Information was on point! Product was as described as is great!
Douglas Morgan
Well..
Well.. I ordered a down flow and got and upflow. Which ended up being fine but a little disappointing that i had to change everything. Very nice unit though. Haven’t turned it on yet. But when I do. I’ll leave another review.
Devan
HVAC direct is one stop shop for all…
HVAC direct is one stop shop for all spares related to HVAC.
vijay G
Great equipment for a great price!
The price for the unit I purchased was excellent, better that any other supplier I looked at during my research, the delivery was incredibly fast and the customer service was top notch. When Im ready to upgrade the rest of the system I will without a doubt do it through HVAC Direct.
Joel Aldoyn
HVAC direct is the best with their…
All there products and Customer service.I had an issue with a coil I bought, and I called them about it and they provided me with the right coil and free of charge.I had already installed it and screwed it down and they overlooked that and gave me the right coil. I recommend HVAC direct to anybody that’s buying anything to do with heating and air air-conditioning and also other things that they sell.Thank you very much
Marc Camacho
I bought one of the new ACIQ 3 ton r32…
I bought one of the new ACIQ 3 ton r32 inverter units from them. Shipping was great, it arrived a day faster than we expected. The only problem is that the auxiliary heat strip was the incorrect unit even though the box showed it to be the correct one. Not their fault and we are waiting for the replacement. The staff has been helpful trying to get this resolved.
Brian Brown
