HVACDirect.comReviews 1,825

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.

Arrived as promised but I had to go to local truck stop to offload onto my pick-up truck. I had requested a straight truck with a liftgate since eighteen wheelers cannot turn around on our road. At least it had a liftgate. There was no manual with the unit however.

We placed an order for 3 A/C condensers, coils and accompanying supplies.

The rep we were dealing with, who was initially responsive with pricing and options, ended up ghosting us when we went to order. So, we called the main number and got our order placed.

Despite checking several times, our order hadn't shipped after 1.5 weeks and calling 3 x's we were informed that the products we ordered hadn't arrived from the manufacturer.

The rep I worked with got right on the situation and stayed in contact until it was fully resolved. He got our items swapped out eith instock items and expedited the delivery. It arrived on the 3rd business day so our maintenance team could get them installed before the next heat wave.

Well I received what I ordered from your company. I have yet to install the AC system!

I was disappointed when I saw how the unit was shipped! AC condesor is a very fragile unit by itself. I would thick the shipping box would be better designed and better built to protect the new AC unit. There was a little damage to the fins, but this is understandable seeing the precarious shipping box unit was delivered in!?
As I said I have not had the unit installed just yet.

Tom *******425

The buying and paying process was great. The unit arrived packaged well and undamaged as far as I can tell. Unfortunately the salesman recommended a wrong part. That's when things became more difficult and communication went down hill. I spoke with a few different people about the issue but they were slow to understand and respond. Eventually they issued an RMA but wanted me to pay shipping even though they recommended the wrong part. After some back and forth and documentation of the prior communications, they paid for the return shipping. Then the actual refund took another email and a call even though the tracking showed they had received the return a week prior.
Finally, I ordered the correct part, but because it was a low dollar under, I had to pay over $30 in shipping (the original was free shipping). Granted, I did not push for free shipping.
The last problem may not be on hvacdirect, but rather the manufacturer. The correct extension line set (what I should have ordered to begin with) did not come with the couplers. It was supposed to as described online and in the packaging. It was essentially the same as the incorrect part, but with a correct part number and box. The box did not appear tampered with, therefore I think the missing couplers is on the manufacturer (Perfect Aire). I have reached out to both about the issue and both have been slow (about a week now) to respond and rectify the issue. Meanwhile, I have my house torn apart and 90 degree temps on the way.