BBB Accredited Business since
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This business offers e-commerce heating and air conditioning supplies.
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A BBB Accredited Business since
BBB has determined that HVAC.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for HVAC.com include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 6 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||6|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||4|
Type of Entity
Business ManagementMr. William Housh, President
Internet Shopping Heating Equipment Heating & Air Conditioning - Filters Air Conditioning Equipment - Room Units
Hours of Operation
|M||:||9:00 AM - 5:30 PM|
|T||:||9:00 AM - 5:30 PM|
|W||:||9:00 AM - 5:30 PM|
|Th||:||9:00 AM - 5:30 PM|
|F||:||9:00 AM - 5:30 PM|
Method(s) of PaymentAll major credit cards and Paypal
Alternate Business NamesDiscountFurnaceFilter.com Housh, Inc.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
1005 Reed Dr
Monroe, OH 45050 Directions
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BBB Complaint Process
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Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: I purchased a water heater part on their website that was said to be shipped within 7-10 days. Order Placed: - July 26th 2015 Emailed HVAC.com support address on August 4th 2015 and expressed my concern that if it didn't ship the next day that I want to cancel my order as I wouldn't receive it in time. There was no reply. I replied to the address 2 more times, and still no reply. I called them a few days later and was able to speak to a live person. I checked on the status of the order, and I was assured that they had come into contact with the supplier and it would ship on August 12th plus or minus 1 day. I agreed to wait for it to ship. Contacted Sept 13th for update, didnt ship. ******* said that she would contact the supplier and get an update and email or call me back. No call or email back. Contacted Sept 14th for Refund. ******* said that she would refund me. Turns out she couldnt for some reason. I was promised she would do it Sept 15th. No call or email. Contacted Sept 17th. Doug said he would talk to ******* and email me back. Still no response. I was charged on July 26th, and have received no refund. I call and get the run around, or told they would email or call me back. No responses ever. I am the one that has to call them only to have them tell me they will get back with me.
Desired Settlement: I want my full refund ASAP. I have been waiting for a promised refund. I payed via ******, and wish for that same transaction to be refunded on ******.
Business Response: Mr. *********,
We are attempting to reach you and hope we will be able to speak with you in person soon, but in the interim, we want to let you know the good news! Our records indicate that you were fully refunded on August 19th for this order. While we wish you had a more satisfactory experience with us and that our supplier was able to get the product in stock sooner, we are happy that we were at least able to satisfy your request of processing a full refund.
Please do not hesitate to reach out to us if you have any additional questions, or if you would like documentation number of the ****** refund.
The HVAC.com Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
|1/22/2015||Problems with Product/Service | Complaint Details Unavailable|
Read Complaint Details
Complaint: I ordered 5 Honeywell thermostats on October 21, 2014 I was told it would take 3-7 business days. I have not received anything. I emailed them with no response. I have been calling for 6 consecutive business days and left messages, no return calls. I tried using live chat on their website that does not work. These people are scammers.
Desired Settlement: I want either the merchandise overnight shipped or cancel the transaction. I have been waiting and this is causing me troubles with my client that I ordered the merchandise for.
Business Response: We sincerely apologize for the experience you had with our company. We were built on "wowing" customers by consistently exceeding their expectations. Though I regret that your experience was not a positive one, we take solace in the fact that we have served hundreds-of-thousands of customers in our existence, nearly all of whom have had their expectations exceeded. Though it doesn't make your disappointment any less real, please know that your experience was quite atypical. Please know that we share your frustration that your product was on backorder. Almost all of our customer orders are processed and shipped the same day. However, when the item is backordered, our shipping times become delayed. In those instances, we take extra steps to ensure our customers are satisfied, such as overnighting the product the minute it is available. We offered to do the same for you, and that offer still remains open in the event you would like to accept it. In fact, your order is already packed and ready to arrive to you the next day as soon as you say "go." Also note that your order has been completely refunded, as all cancelled orders are. Additionally, I apologize that your efforts to reach us were ineffective. Even in this very busy time of year for our company, our average response time to customer inquiries is less than a day. I am unsure how your inquiries went unanswered, but I assure you we aim to provide quick responses to our customers and will do everything we can to make your next experience better. Please accept our apologies for your experience and let us make it right for you. We do everything in our power to exceed our customers' expectations. Please contact us soon so we may remedy your situation and meet all of your HVAC needs. Best, The HVAC.com Team
Read Complaint Details
Complaint: I placed an online order at hvac.com on 8/31/2014. The website said that the order would ship within 3-5 days. On 9/102014, I called the company and emailed asking for a status. On 9/11/2014, the company charged me (prior to this it was showing as a pending transaction through PayPal) and sent me an email saying they did not have the item in stock. they offered to cancel the order. I replied on the same day requesting them to cancel the order and to refund my payment through Paypal - they should not be charging me if they do not have the item to ship. I am still waiting for correspondence from hvac.com. I have also filed a complaint through Paypal.
Desired Settlement: I would like an immediate refund (to my Paypal account) and cancellation of any outstanding order. I do not wish to do business with a company that has unethical business practices (showing on your website that it is in stock and then charging me when you know you don't have an item to ship)
Dear Mr. *******,
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
HVAC did contact me to let me know that they refunded my money but also that they had shipped the product to me (now at no charge since they refunded the cost). I think there was internal communication problems - within the company - because it appears they had some inventory, shipped it to me (which resulted in the charge), however I never got notification of the shipment via email and the customer service rep had told me through email that they did NOT have inventory and shipping would be delayed... so it appeared as though they had charged me w/o shipping the product (and nobody seemed to know any different for awhile there).
HVAC.com did resolve the issue soon after and it appears this was a mistake rather than an intentional business practice.
Problems with Product/Service
Read Complaint Details
Complaint: Bought 2 furnace filters online in January 2014; tried to install in July 2014 and realized they were the wrong size. Thought I could return them at my own cost (mail) and maybe get some credit- not 100% but SOME credit for unused filters TOWARDS PURCHASE of CORRECT SIZE. Got a week plus of run around, emails (can forward the many emails if necessary); phone calls, being placed on hold, being told that the customer service rep I had contacted with emails was "not available," etc. Finally complained (again) in email and was requested to provide my phone number for contact-- sent my cell phone number to customer service rep. HAVE NOT HEARD A PEEP.
Desired Settlement: Permission to mail back incorrect furnace filters and receive 50% or more credit towards purchase of correct size furnace filter. They ship me the right size, and I pay the cost difference. I don't want a total refund, and I realize I might have some fault in this, I just want to get the right size furnace filter, and return the wrong ones. I would donate them to charity and buy the right filter from someplace else, but I really doubt that a charity would make much out of a couple (new) furnace filters.
Hello, Mr. *****. I greatly apologize for your frustration and for our lack of clear communication. Your feedback is very important to us and we will use it to improve our customer service procedures in the future.
Customer Reviews Summary