HVAC DirectReviews of hvacdirect.com

Purchased an all in one unit. Heat works A/C does NOT. Unit was supposed to come full of Freon and ready to use. No freon in unit and customer service refuses to do anything and warranty does not cover

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.

I can not give my experience with HVAC Direct more than 2 stars. I have 2 split systems in my home and ordered single stage basic units to replace them with. Initially ordered RunTrue units but got a call they are no longer available in 410a even though they are still listed on their website oddly enough. Staff talked me into ACIQ, which I wasn’t opposed to but the outdoor condensers are 2 different colors although both made by the same company Carrier and both matched in their website photo listings. They also arrived with coils marked up even though shipping was excellent. These models have no protection around the coils unfortunately and get marked up easily. And lastly, I just noticed 1 condenser is manufactured in 9/2024 and the other was made in 9/2021. Seems like a new old stock to me! They’re not willing to pay return shipping costs so I’m stuck with the stuff. Not very happy about this one!

Spent 18k on 2 5 ton units. Within 3 months the units went down. I contacted Hvac direct and gave them all the info and paperwork needed for the replacement parts. I got a email from them saying they were turning it over to the claims dept. I didn't hear back for weeks then I reached out. They said they had ordered my parts and they would send me an update. I have reached out again with the same response. I have not had a working AC for 3 months while still paying 18k for 2 units. I have told them I am unhappy and I don't think they care. This started in September and today is Dec 13th and nothing.

Beware: The website says "5-7 Day Shipping", that is not the case in my situation! After 8 buisness days a portion of the order has still not arrived with no updates on the status. This item was in stock when I ordered. On day 3 after ordering and not receiving any shipping information I called customer service and informed them I do not have heat and hope the order has shipped, they responded with "I don't see that it has shipped yet, but it is being processed it will be shipped within the next 24-48 hours". This was concerning, but good enoungh. At day 7, I still had not received any shipping information. I called customer service and was told I would receive a call back the next morning with a status, I never received a call. On day 8, I called again and got through to someone that could see the order status, unfortuantly they said the same thing I was told a week before "I can see the order is being processed and should ship within the next "24-48' hours". The Customer Service agent was nice, but could not provide me any reliable infomration as to when my order will actually ship. With the unreliable shipping and poor communication I will hesitate ordering from this company in the future.

I have been waiting for 45 days for a replacement compressor for an air conditioner less than a year old. have been told 3 differnt time the part was order that i should have in a couple of days, I'll check on the tracking number, and assorted bs and still I am enduring an Illinois summer without a/c

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.

I received damaged products, this is the second time. The first time the evaporator coil fins were push in an did not look like a product one pays full price for. I received a $75 credit for that one. And I was ok with that because you really could not see it once it was installed. The second incident the housing on the coil was bent and it appears to ave been dropped. We are having triple digit heat here and to have to wait not only for a response from them but also to get any type of satisfaction or solution. Try it for yourself, you can't get through to customer service ad when you selec a call back they call you at 10 pm. If you can find what you need elsewhere it's worth it, this company doesn't care about it customers.