Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a past and present customer of HVACDirect.com, I earlier today 7/17/25 called into HvacDirect for a questioned and thus requested price match from another online competitor. The salesman named Matt took down the information presented placing the call on hold only to come back and verify that these is definitely price match guarantee worthy and meets the companies policies on 110% price match guarantees. I placed the order while even Matt stating that he was keeping his screenshots of the competition prices in case he was questioned but stayed before hanging up the phone that this order would definitely not be ever cancelled. Now, fast forward 1-2 hours, I decided to call back inquiring on buying more of the same units for equal price from Matt only to see the prior online competitors price had since changed due to stock/low inventory. Hence, that was certainly understandable when Matt specifically told Kevin that they could no longer price match the same item because of this. While away from my phone, Matt leaves a voice message stating first his fraud department had cancelled the order, then a Dan Waveely cancelled the order then Matt stated, “kind of like we don’t match this particular online retailer,?” My question in turn was where does it specify that on HVACDirect.com? He couldn’t answer before saying they only match their own store??? Makes zero sense as he then owned up to the sale stating he realized, understood and agreed why I was upset. To say the least, I executed a request to be purchased, to be cancelled then essentially lied to. Buyer beware!

  

  Business Response

  Date: 07/30/2025

  Thank you for your feedback. We sincerely apologize for the confusion and frustration surrounding your recent order.
  After reviewing the situation, we acknowledge that a new sales representative mistakenly approved a price match against a third-party Amazon seller that was later identified as not meeting our internal policy standards. Unfortunately, the pricing listed by that seller was below our own cost, and we are not able to fulfill orders at a financial loss.
  While this was an honest error on our part, we understand how disappointing this was—especially after you were initially told the order would proceed. Once the issue was discovered, our management team reached out to explain the situation, take full responsibility, and ensure a full refund was processed promptly.
  We truly appreciate your continued business and regret that this experience did not reflect the level of service we strive to provide. Your concerns have been shared with our team to help prevent similar situations in the future. If you have any further questions or if there’s anything we can do to assist, we’d be happy to help.

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The business clearly states in their response that the price match doesn’t equate to their policy as listed online, this same policy has no such exclusions. Very dishonest seller and extreme bad business. As a matter of fact, I purchased the exact same units for the cost I originally paid HVACDirect further showing their dishonesty. Even moreso, their management team never took the initiative to call me back until I finally had to ask for the management team to call me to explain. Equally important, I’m very glad that other customers are able to see this on BBB platform to know when/if or not even sure when they place an order through HVACDirect if they’ll get the product in..?? Good luck to everyone else as for me and my property business, I will not ever come back to this untrustworthy business and poor leadership with major lack of training at hand!
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company sold us an HVAC system in January of 2025. It has NEVER worked correctly. They have absolutely REFUSED to provide us any service, any name of ANY contractor (that we are willing to pay for) to assist us with ANY technical support, refused to let us speak to anybody of any substance with the company, refused to assist us in contacting the manufacturer (which appears to be owned by the same individual whose name is KEVIN BROCK)
  They received VIDEO evidence of error codes being promulgated from the unit, with proof of receipt, yet REFUSE to acknowledge, offer advice or assistance.
  Other buyers of the same company, possibly the same equipment, report on REDDIT the same issues that we are having.
  *******************************************  That link is a YouTube Video that gives you the impression that they do tons of business in Las Vegas.
  We have spoken with ***** ********, some lady named Bailey, these are the only employees who do not identify as "the Lowest On the Totem Pole"
  We had the fortune of speaking with a couple of HVAC contractors in other parts of the country who absolutely cannot stand this company, they receive NO HELP as well.
  To add insult to injury, the delivery company they had deliver this pallet of equipment DID NOT notify us of arrival, dumped it unceremoniously in our driveway blocking any way of getting our vehicles in or out of the garage. We had a place all set for the equipment, but was never given any chance to have the delivery made in any form other than their non-professional manner.

  

  Business Response

  Date: 07/23/2025

  Thank you for your feedback. We’re sorry to hear about your experience and understand how frustrating it can be when issues arise with a new system.

  
  Since your purchase in January 2025, our team has made multiple efforts to support you throughout the installation and troubleshooting process. Our Technical Manager, ***** ********, worked directly with you to review system behavior, evaluate installation conditions, and discuss possible solutions. Your detailed updates were appreciated, including your May email confirming that the system was “working flawlessly” at that time.

  
  When you contacted us again in June, our team—including Miguel, Amanda, and Bailey—responded promptly. Though HVAC Direct does not provide installation services or maintain a contractor referral network, we went beyond our standard role by contacting local companies in your area. While one company declined, we located another (Bumble Breeze) that confirmed they could assist, and we provided their contact information to you directly.

  
  Additionally, on July 14, ***** ******** followed up via email after returning to the office. He reviewed the system layout and noted that one of your line sets slightly exceeded the manufacturer’s maximum zone length. Based on this and your observations, he concluded the issue may be related to the system operating at or near its design limits—not a product defect. He recommended a possible minor refrigerant adjustment and confirmed that the equipment itself appeared to be functioning as expected.

  
  Regarding delivery concerns: per our listed terms and conditions, all freight shipments are curbside delivery only. Tracking information is provided so customers can prepare, but we are unable to guarantee specific drop-off locations on the property.

  
  We appreciate your ongoing communication and the opportunity to assist throughout this process.      

  
  

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This company purports to have installed at least 100 of this unit.  Their own YouTube pages shows a 'vast network' of installers all over the country.  They gave me information on 'Bumble Breeze' in Las Vegas , that a specific employee would be calling me.  Name of "DANE"  Per the vice president of Bumble Breeze, 'DANE' is an AI figurehead in their company, not a real person.  Bumble Breeze WILL NOT come out on this equipment.  I personally have talked to at least 25 different companies all over the country, there is absolutely NOT ONE of them happy with HVACDIRECT.COM

  If indeed, they have sold to happy customers ANY quantity of this unit, I'm certain that they would be more than happy to provide me with that information.

  Their technical person stated I had too long of a lineset run.  I'm sure he realizes that a lineset can be 'turned off' by closing a valve and removing (3) wires.  This technical person HAS NO IDEA who made this equipment, HAS NO IDEA how to get a service manual, and even thought I sent him a video with the error codes flashing, he claims he could not see them.  He can't figure out if I have a version 1, version 2, or whatever.

  I am not looking for miracles, just ANYONE, ANYWHERE who can come out here and fix this thing.  Yes, I will pay!  If it can't be fixed, then refund the purchase price.

  I doubt that this company can even give me ONE NAME of ANY installer, anywhere in the USA who is happy with this unit, or this company.  I personally think that Kevin Brock and Christopher Hild should be ashamed of their company.

  Not that it matters in the least, but the tracking information that I was provided when they shipped this stuff stated signature required.  Which means, at least in my own little brain, that they would AT LEAST ring the doorbell.  Video footage taken during the delivery showed the driver in a grand hurry to 'dump' the pallet anywhere and skedaddle.
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 07/30/2025

  Thank you for your continued feedback, Mr. *****. We understand your frustration and appreciate the opportunity to clarify.
  HVAC Direct is an online distributor and, as outlined in our terms and conditions, we do not offer installation services or maintain a formal installer network. Still, we went beyond our standard role by contacting multiple local companies on your behalf. I personally called Bumble Breeze twice and spoke with Angelina, who confirmed they are willing to service your system—even knowing it was purchased from us—and clarified that “Dane” is part of their automated intake system.
  Our technical manager, ***** W, reviewed your system and noted that one of your line sets exceeds the manufacturer’s maximum zone length, which may be affecting performance. While we offered guidance, full diagnostics must be performed on-site by a licensed technician. We have not yet received technician documentation needed to pursue a warranty claim.
  Regarding your request for customer references, we cannot share other buyers' information due to privacy policy—just as we would not share yours.
  As for delivery, all freight shipments are curbside only, and while tracking may indicate “signature required,” final handling is determined by the freight carrier.
  We remain available to assist with warranty support and appreciate your patience as we work within those boundaries.

  Customer Answer

  Date: 07/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have ONCE again attempted to contact BUMBLE Breeze.  CONSTANTLY STATES, "NO ONE IS AVAILABLE TO TAKE YOUR CALL RIGH NOW, TRY AGAIN LATER"

  I once again state, I have found NO CONTRACTOR willing to even come out and deal with ANYTHING sold by HVACDIRECT.COM

  They need to STOP their false and misleading videos.

  They need to cease and desist their FALSE PROMISES!

  Of course they cannot divulge any satisfied users.  BECAUSE THERE ARE NONE!

  I'm sure that if any really existed, they could tell the BBB in confidence, who could then tell me that ANY EXIST.

  Once, again, their alleged 'super tech' has espoused a procedure that is immediately debunked by bypassing that section.  Also, I had the actual length professionally measured, and it is indeed within spec.  So there is NO REASON this thing should not run properly.

  We need to go to arbitration effective immediately.

  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 23, 2025 I called HVAc.com because I was looking for a new thermostat for my system. I talked to a gentleman and he assured me that it could work. He also said if it didn’t, I could return it within 60 days of purchase. I paid $209.04 for it. The thermostat arrived today 6/26/2025. I opened the outer box and when I took the thermostat box out of the box my wife and I noticed that the thermostat box seals had been broken. I decided to look at it. Seemed ok so I connected it. We tried it and realized that it was not going to do what we wanted it to do. Before taking it off I called HVAC.com and asked them about it. They said it doesn’t work with my system so I said I wanted to return it. He connected me to Customer Service and I told them I wanted to return the thermostat because it doesn’t work with my system. It doesn’t do what I wanted it to do. Shortly after hanging up I got an email stating:
  
  Hello,
  
  We have received an update from our returns department. At this time, the item needing to be return has been denied due to the Item in question has already been installed. I do very much apologize for the inconvenience.
  
  My wife called them immediately. The woman she talked to said that we had used it so we couldn’t return it. My wife then told her that the man I spoke with on Monday said that if I found that it didn’t work the way I wanted it to do, I would have 60 days. She said that she would have to look into it. So my wife said ok and hung up. Haven’t heard anything else from them yet.

  

  Business Response

  Date: 07/02/2025

  I do apologize for any miscommunication from our agents.  Typically, once an item has been installed, we are unable to accept a return per our listed terms and conditions.  However, due to the confusion, our customer service team did agree to allow the return of this thermostat for a refund.  An email was sent providing return instructions; that email has been attached to this response.  Though this does go against company policy, HVAC Direct understood the confusion you experienced and agreed to break policy as a one-time courtesy for this customer. 

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a defective unit shipped. Was built some 10 months ago..Aug 2024. Asking for a refund and was told it was installed. Obviously i have lost 2600 in equipment and the customer went elsewhere..I lost a days wages (550) and the 2600.. so am out 3100, and junk equipment. They refuse to help. Talked to an Eleise through text messaging and called and got her. No help, only that it's installed and won't take it back...so...how am I supposed to know it's defective, if it wasn't installed, der..I have all the packing , pallets and boxes to send it back. No help at all.

  

  Business Response

  Date: 07/02/2025

  The product received was a brand new unit directly from the manufacturer; warranty begins upon installation/registration and is not affected by the manufacturer date. 

  While HVAC Direct is always happy to provide our customers with warranty assistance; the warranty itself is provided by the manufacturer.  HVACDirect.com must abide by manufacturer warranty guidelines. Warranty information is listed on the product page of the item purchased from HVACDirect.com

  Per listed terms and conditions, found on the HVACDirect.com website, items are not able to be returned once installed.   Once installed, issues must be handled via warranty per manufacturer guidelines.  Manufacturers have policies in place for defective units, which require diagnosis confirmation. This is a standard policy for HVAC retailers and wholesalers. HVAC Direct provided this information to the customer via multiple emails and phone calls; offering to begin the warranty claim process for parts or replacement-depending on diagnostics. 

  Our customer service agents attempted to transfer the customer to our tech department to begin the warranty process; however, the customer disconnected the call.  We understand that wait times for the technical support team can be extended, and we do apologize.   Our Technical Support Manager contacted the customer directly, in an attempt to begin the warranty process; however, the customer refused a warranty claim.  At this time, the customer made threats of violence against the company and ended the call. 

  HVAC Direct made every attempt to assist this customer.  Unfortunately, the customer refused to go through the standard warranty process.  

  Customer Answer

  Date: 07/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the unit(s) sold where of older age. I am seeking $5000 in punitive damages, as the unit is in my storage shed still. I wanted a refund and yet, it's escalated this far. I have lost revenue and a neg feed back from the pissed off, customer. I stride to make customers, happy. I asked for a RMA. I was told it's been installed. How can see if it would fail, if it wasn't installed. I already had to eat the cost of equipment, with FULL refund to the customer. They went with someone else. Tech support wasn't available when I needed it. Not some 2- 3 days later did a guy, reach out. Not very receptive. I did my part on troubleshooting. I am EPA certified.  I'm not a clown.  So as I have made it right, to the customer, perhaps I should be righted, and refunded as well. I offered to send it back, with an RMA.. not like I want to keep broke equipment. They had no problem taking my money now.  When your wrong, your wrong
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed order on May 23, 2025.
  Ordered (Order No. #**********)
  Brand: ACIQ
  3.5 Ton 13.4 SEER2 R32 Air Conditioner Split System - Multi-Positional
  SKU: AQ-*********** / AQ-************
  Received:
  Inferior Goodman
  Goodman Model *********** / ************ ID ******
  
  By all accounts the ACiQ is a superior product to the Goodman. I purposefully and deliberately choose the ACiQ over the Goodman. This is a classic bait and switch. The cost of the ACiQ without discount is valued at $500+ more than the Goodman.

  

  Business Response

  Date: 06/04/2025

  Thank you for your feedback.  I do apologize for any confusion.  Goodman manufacturer has partnered with ACiQ for branding of their equipment.  You will notice that the model numbers are the same, except for the AQ at the beginning.  This indicates that the equipment is the same, the only difference is the branding label. This issue occurred at the Manufacturer location, as they issued a shipment for the products that did not include the right branding labeling.   I see that our Order Retention Specialists did attempt to provide this information to you, and confirmed that you would still be backed by the ACiQ warranty - however, you requested a replacement.   This replacement was approved and the return of the delivered items and replacement order are currently in process.   Again, I do apologize for any confusion and appreciate you taking the time to reach out to us.  We have reached out to the manufacturer with this information to ensure this does not occur again.  Thanks again, and have a great day! 

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a brand new ACiQ-36-HPC package for over 4k. After getting installed by a licensed professional contractor. The heat pump worked for about a minute. The control board is defective. Which happens I get it. Now it's almost been 2 months and no end in sight. I tried speaking to management but was told they would reach out to me over 2 weeks ago.
  
  I have 3 small kids without heat or ac!!!!! Hvacdirect.com doesn't seem to care. Also the reviews on their website are picked through, anything less than 5 stars doesn't get posted which is very misleading and maybe illegal.

  

  Business Response

  Date: 05/02/2025

  Thank you for your feedback, *******. Warranties are processed through claims with the manufacturer. HVAC Direct is always happy to assist through the claims process. Unfortunately, as a representative of the manufacturer, we are unable to foresee or control some issues. HVAC Direct understands the frustration these delays can cause, and I see that our Tech Team is working diligently to bypass standard claim procedures to get the part needed outside of the claims process in the name of customer service. Again, we apologize for this issues you experienced and appreciate your feedback.

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two days ago i ordered 2 compressors that i found online from Hvacdirect.com, since the compressors are about $1500 each i decided to call to hvacdirect.com directly to make sure compressors are available, I called and did the order with hvacdirect.com representative and he collect my credit card over the phone and he inform me that it will take 7 to 10 business days for the compressor to arrive on our store in Florida, two days after i was notified on my credit card account that my charge to hvacdirect.com was chargeback, i called them to find out whats the issue and they representative told me that the order was canceled due to the price change, he told me that this compressor is $2400 each and not $1500 each so the only option for me is to do a new order and pay $4800 for 2 compressors instead $3000 for two of them, i was in shock, we as an hvac contractor already sold to our customer the 2 compressors base on the first quote and now we need to call our customer and tell him that the price have been change and it will take more days for him to get the compressors.
  I asked hvacdirect.com representative to honer the price and he told me that he cant do anything and it will ask a manager to call me back in 10 minutes to discus the issue.
  Just to mentioned i never got any email from hvacdirect.com to tell me they cancel the order they just cancel it with out to inform us, we could wait 7 days for the compressor and not get it if i wasn't put attention to my credit card transaction and see that they charge it back.
  and off course Manager never called.

  

  Business Response

  Date: 03/06/2025

  Good Afternoon, As a representative of the manufacturer, we must rely on them to provide us up-to-date pricing. We very much apologize for the inconvenience this error caused and appreciate your feedback. I see that our customer service manager did attempt to contact you regarding this matter and left you a voicemail; we would very much appreciate the opportunity to make this right. Please do not hesitate to call us and speak with the customer service manager directly.

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a furnace that came with non working carrier parts that are not even correct for my model. I had to replace a part ( flame roll out switch) for $150 on a brand new furnace..

  

  Business Response

  Date: 02/10/2025

  Thank you for reaching out.  Upon completion of a full investigation, I did confirm that we received no notices of complaints or warranty claims from the customer.  HVAC Direct is a representative of the manufacturer and is always happy to assist our customers through the warranty process when needed. This purchase also included an extended warranty through Consumer Priority Services; which means labor under warranty and parts under warranty would be handled by Consumer Priority Services directly.   Customers must contact CPS prior to purchasing parts, to ensure proper diagnostics can be confirmed and resolution confirmed with the manufacturer directly.  Unfortunately, we are unable to reimburse for parts that were purchased outside of standard warranty guidelines. 

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an upright furnace from HVAC Direct Advising in 2021, and it has been a constant source of frustration. Within a year, the blower failed and had to be replaced. While the warranty covered the part at the time, I waited over three weeks for it, and despite being told a technician would install it, no one ever showed up. Fast forward to 2025, and now the circuit board has failed entirely, leaving me without heat during freezing temperatures in Texas. This is the second major failure in less than four years, which is unacceptable for a product that should be reliable for many years. When I contacted HVAC Direct about the circuit board, I was shocked to learn that I would now have to pay for the part, even though my warranty should still cover it. Additionally, I was given no timeline for when the part would arrive, forcing me to purchase the part out-of-pocket to keep my family warm. This has caused me significant financial strain, especially as I have a 20-day-old baby at home. The company’s lack of urgency and failure to honor its warranty has been infuriating. Changing the terms of the warranty mid-way is unethical and potentially illegal under laws such as the Magnuson-Moss Warranty Act and the Texas Deceptive Trade Practices Act. Furthermore, the repeated failures of this furnace suggest it was poorly designed or manufactured. I firmly believe that this unit should be replaced at no cost to me, and I should be refunded for the circuit board I had to purchase on my own. HVAC Direct Advising’s poor communication, lack of support, and inability to stand behind their product have caused me tremendous stress and hardship. Their approach to customer service during emergencies is appalling, and they’ve shown no regard for their customers’ well-being. I caution anyone considering buying from this company to think twice, as their products and service are far below acceptable standards. This experience has been nothing short of a nightmare.

  

  Business Response

  Date: 01/29/2025

  Good Afternoon, 

  Thank you for contacting us.   I do apologize for any confusion regarding the recent change to the warranty process.   Warranties are provided by the manufacturer directly; not HVAC Direct, though we are always happy to assist our customers with the warranty claim. 

  The new process does require payment up front for the part, and once warranty paperwork has been completed a refund is issued back to the consumer under warranty.   We understood that at the time of purchase, and let you know that a preemptive refund would be provided to you. 

  Again, we do apologize for any confusion or delay and understand the frustration this can cause.  We are always happy to help our customers through the warranty process with the manufacturers and hope to have this resolved for you as soon as possible. 

   

  Customer Answer

  Date: 02/24/2025

  Yes they did. Thank you 

• Initial Complaint

  Date:01/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a dual mini-split system in 2020 - Order # **********. The unit had an extensive warranty period, which was a selling point noted by the sales rep. The unit arrived without issue as advertised and was professionally installed by our HVAC company - installation invoice provided to HVAC direct as part of warranty claim process. In October of 2024, the unit stopped producing heat and our HVAC tech looked at the unit and determined there was a coolent leak as coolent levels had dropped. Our tech called the manufacturer and was advised they no longer manufacture or support the unit with parts. Our tech advised us that given there were no parts available to service the unit, further expenditures to fix the unit were not worth it.
  
  I contacted HVAC Direct in Dec of 2024 and spoke with ***** ***** and initiated a warranty claim. I sent him all the requested documents to include the installation invoice, repair invoice, S/N on the unit etc. I further advised that an exact location of the leak had not been determined due to the cost of further diagnosis, compared with the cost to simply replace the unit.
  
  On Dec 12, 2024 I was sent an email that a new head unit was being sent to me. No unit ever arrived. When I spoke with Mr. ***** yesterday, he advised the head unit was never sent, couldn't explain why and then requested we have our HVAC company perform a pressure test to locate the leak. I spoke with the HVAC tech this am Jan 10, 2025 and he advised an estimated cost for the test between $600-$700. We've already spent over $200 for the initial diagnosis of a leak and HVAC direct is advising that no warranty will be honored without the test. Given a new unit costs between $1000-$1100, spending $800-$900 to diagnose a problem, that can't be repaired, because there are no parts availble, HVAC Direct's position makes little sense & replacement is the only option. Essentially, their warranty is worthless. Seeking a replacement unit.

  

  Business Response

  Date: 01/15/2025

  Thank you for reaching out to us.  Our customer service manager was able to locate the cause of the issue with the replacement order and has contacted our supplier warehouse to have the item reshipped.  We very much apologize for your experience and the confusion regarding your warranty.   Our customer service manager will send tracking information to you as soon as it is available.   Again, we appreciate you contacting us about this matter and giving us the opportunity to make this right.   

  Customer Answer

  Date: 01/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have still not received any shipping information for the replacement that was reportedly going to be sent to me. This same issue was part of the orginal complaint as I was sent an email advising a replacement had been shipped and in face, no such item was shipped. 
  
  
  
  Sincerely,
  
  
  
  *** *******

  

  Business Response

  Date: 01/29/2025

  I have received a response from the manufacturer supplier that the replacement item was delayed due to questions of the warranty process.   Per manufacturer guidelines the item must be diagnosed by a professional on site.   We have been unsuccessful in attaining the diagnostic reports from you or your installer which is what has caused the delay in this replacement.   Since we were not able to provide this information to the manufacturer supplier, the replacement order has been placed on hold.   I see that our tech team manager has made attempts to contact you about this issue.  We look forward to getting this resolved as soon as possible, but will need some additional information from you in order to facilitate shipment. 

  Customer Answer

  Date: 01/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No attempt to contact me has been made. I previously communicated with ***** Payne, from HVAC Direct, on multiple occassions, so my contact information is availble to the company. Our HVAC tech looked at the mini-split and determined there was a leak in the system. 2lbs of referegerant were added and the system still did not function properly. A copy of that invoice was sent to ***** ******! I was advised that to fully diganose the problem would require a pressure test of the system costing between $600- $700 dollars. On top of the $200 already spent for the initial service call, I can purchase a new unit for about the total amount spent to diagnose the problem. 

  Further, on the inital service call, on HVAC tech spoke with the manuafacturer, who advised they were no longer supporting this model with parts or technical data. So spending time and money to tell the manufacturer the unit doesn't work and why, when all they can do is replace the entire unit is nothing but an attempt to dodge their warranty obligations. 

  Lastly, this is the second time I was promised a new unit would be sent and the second time that offer was reneged due to some changing requirements. A warranty is only as good as the company backing it and HVAC Direct's responses say it all!

  
  Sincerely,
  
  
  
  *** *******

  Customer Answer

  Date: 01/30/2025

  Attached are all the files requested from ***** ****** at HVAC Direct and that were previously sent and confirmed received by HVAC Direct - to include:

  Invoice for professional installation, service note indicating refrigerant was added to the mini-split, photos if S/N and tags as well as outside unit. 

  *** *******

  

  Business Response

  Date: 02/11/2025

  Good Afternoon, 

  We do not have an agent by the name of ***** ******.  I apologize for any confusion.  The invoices provided do not provide insight into the diagnosis of the system itself, but rather point to an issue onto the gas pressure coming to the home.  This may have caused an issue with the warranty process.  Per our tech manager, an appointment for a scheduled call was made today, and he is currently speaking to you directly to resolve this issue.  Please do not hesitate to reach back out if further action is needed on my end.   

  Thank you

  Customer Answer

  Date: 02/11/2025

  Excuse me - ***** ***** was the agent I speaking with and I would presume you'd have records of the correspondence, so any confusion should have been limited. 

  There is no gas coming into the buidling where the mini-split is located. The issue you're referring to is related to a home heating system that was being repaired and required a new propane kit to repair. The mini-split is in an entirely sperate building, no gas connection, completely unrelated. The HVAC tech simply put his comments on the same ticket, rather than generate a seperate service ticket. 

  Regardless- **** ****** and I reached a resolution today -thanks for cutting through this nonsense ****!

  ***