HVACDirect.comReviews 1,820

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.

When your AC is out during the summer the last thing you need is a HVAC supplier who either lies or misleads you on when your AC equipment will ship or arrive. HVAC AC direct told 3 things that were misleading or downright lies.
1 - Your equipment will ship tomorrow - shipped 4 days later
2 - Your equipment will arrive in 5-6 days order placed on Wednesday shipped following Tuesday
3 - I could cancel my order if it wouldn't make it on time.
All three were not true
Buyer beware!

I called and worked out a purchase of a complete system with a sales man. He entered it incorrectly. So I called back to get it adjusted and they wanted to charge me tax. ( My state doesn't charge tax for online orders but the sales man wanted me to pay it up front and fight with their accounting to reimburse it to me) So I ordered the same system from AC Outlet ( no tax and free shipping) and called to cancel the HVAC direct order. The sales man literally begged me to keep the order and I said absolutely not, cancel it. That was on 6/8/23. I called customer service on 6/21/23 to see why I had not been reimbursed yet and they said there was a note on my account for "someone" to call me and arrange for delivery. So basically, the salesman got pissed off and set my account into limbo. No one called me for 13 days and nothing would have been done if I didn't spend my time to follow up on them doing their job. When I asked her for who put the note on my account, she said she didn't know. Then she said it had the initials TB. So I asked who the sales manager was for my region and she continued to give me the run around. So yet another company that doesn't give a flying flip and just looking to make that sale. Do yourself a favor and save $400 on a $3600 system, AC Outlet.