HVAC Direct Avis 

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.

Kevin is such a great help. I cannot tell you how appreciative of him that I am. I must have asked him a thousand questions and he did not waist a moment answering any of them. I also asked him for a few (6 or 7) different quotes trying to find a system that worked for my application. WOW, I would want Kevin to work for me at my office, no joke. Thank you Kevin. I am looking forward to installing one of these systems :)

The website stated the unit I needed for a client would ship in "1-2 business days." After four days with no update or tracking, I attempted to message customer support. The responses I received were all in poor, broken English, and when I tried to call them at 0800 on a Tuesday morning, "call volumes were too high, and they would have to call me back." Terrible customer service, and I will do my best to ensure none of my fellow contractors here in Louisiana ever use them.

After 21/2 months of waiting for the compressor of my split Ac unit (sales said "I" had to re-order the entire system) Brittany in service was able to Expedite & re order the correct part for me. It was delivered just a few days after. Prior to Brittany's involvement, no one else
in service or sales was able to help.

Support via Chat was exceptional. Thanks for all you help Kevin!

My furnace came damaged and I have spent 2 days trying to get some help
With this issue to no prevail I wish it was as easy to get help with their service as it was to order their product but it doesn't seem to be the case
Iil

helpful, quick response customer service

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.

I have done about $30000 in business with this company. I like the product and the ease of installation. However doing business with hvacdirect has been a nightmare. I have placed orders and have been told one thing from the person who I placed the orders with to just find out everything they have said was 100% deceitful. From equipment being on back order several times to sending me open box units that had damage.
I will just continue to do business with our local distributors instead of this company