ComplaintsforHVACDirect.com

• Initial Complaint

  07/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Great company to order quality products at reasonable prices. Prompt shipping of air handler and heat kit. When my contractor was installing heat kit they found the electrical connection was two male molex connectors. I sent an email with photos asking to resolve the problem, no response. I called customer service twice with no response, they don’t answer only says they will call you back. Tried their 24/7 chat line leaving all information, nobody responded. I’ve only asked if they have a female to female adaptor or a heat kit with a female molex. No response after trying for a week to resolve this.

  

  Business response

  07/30/2024

  Good Afternoon *****, 
  Thank you for your purchase, as well as your feedback. HVAC Direct strives to ensure our customers are provided answers to any questions they may have, and we apologize for the delay you experienced.  Though we are experiencing higher than normal call volumes this season, we work hard to ensure any calls that we miss are returned as quickly as possible.   An internal investigation is in process to find the cause of the issue you experienced and we appreciate your notification. 
  Our customer service manager has reached out to you directly to provide a solution, and we look forward to getting this matter resolved for you as soon as possible. 
  
  

  Customer response

  07/31/2024

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

  they have not reached out to me with a solution only that they are researching the problem 
  
  Sincerely,
  
  ***** *****

  

  Business response

  07/31/2024

  Good Afternoon, 

  Our customer service manager did reach out and informed you that our tech team was reviewing the issue and would be reaching out.  Upon reviewing the information on this order, I see that a replacement part has been issued and will be shipped as soon as possible.   Again, we apologize for your experience and are happy to get this matter resolved for you.  Thank you 

  Customer response

  08/07/2024

  Business has said they will send replacement product one week ago. To this date they have not shipped product nor given me an expected shipping date.

  I do not consider this matter resolved 

  

  Business response

  08/08/2024

  The order was created on the 31st, and processing can take a few business days.  Unfortunately, this timeline will not include weekend days.   The part has been shipped with UPS under tracking ******************.  This information was emailed to the customer via an auto-generated email  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased HVAC equipment for a new construction home and installed for I am a licensed installer. The equipment ran fine for three years and I and currently trying to get warranty service to replace a part of the unit. I have attempted to contact them and the only way is to leave a message and wait for a call back. Which may happen in the same day and then it may not. It has been going on a week of no response to the problem. I have a house that a 3 year old ac unit in the middle of summer not working. With kids and animals in the house.

  

  Business response

  07/29/2024

  Good Afternoon *****, 

  Thank you for your purchase and your feedback.   Upon completion of an internal investigation, I was able to confirm that you purchased an Air Quest system.  Air Quest is warranted by the manufacturer directly.   HVAC Direct is always happy to assist our customers through a warranty claim; however, we are not the manufacturer and are not able to control warranty processes.    Per Manufacturer guidelines, we must abide by their warranty policies. 

  In reviewing the information on your order, I see that we have assisted in filing this claim on your behalf, and have initiated a warranty order for repair parts. This warranty order is currently processing through the manufacturer and as soon as any update or tracking is available, we will send that to you directly.  

  Thank you for your feedback, and have a great day! 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order Aciq Heat pump and adapters HvacDirect .com on 5/20/2024 they sent me Heil, I call them up said I didn't what i ordered they said i can return it they will sent me a return label. On 6/16/2024 i get label i return on 6/17/2024 tracking number ********** they keep saying going to reform my money but they won't do it.Last phone conversation 7/22/2024 same story we going refund your money but they won't 

  

  Business response

  07/29/2024

  Good Afternoon, 

  I do apologize for the delay on this refund.  In reviewing the information on the order, I do see that one of the items has not been returned.   In investigating this issue, I was able to confirm of this missing item and have filed a claim with the shipping company.   We are issuing the refund for release and have marked this claim as complete.   I do very much apologize for the delay this caused.  

  Customer response

  07/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:Hvac Direct been saying they going refund me since June it July 30 now and no refund. they never apologize for delay,and never refund me 
  
  Sincerely,
  
  ****** *******

  

  Business response

  07/31/2024

  Good Morning,

  We apologize for the delay.   A claim has been filed with the shipping company for the lost items and the refund has been processed under transaction ID ***********.  Please let us know if you have any other questions or concerns.  Thank you. 

  Customer response

  08/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  07/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had this place put a cart together for me it had 3 items in my cart they show a discount that they are giving me which was $413.54 I took a screenshot of it right before I had them email the cart to my boss which was the same day minutes later to pay for the cart. I also sent my boss the screenshot I took. When they sent the cart to my boss they changed the discount to one hundred and something instead of the $413 this was a Thursday. Well my boss caught that which I would not have and I would have just paid it and assumed it was the taxes that raised the price up. I tried calling and emailing them with no response Thursday then Friday I called and talked to two different people who said they would call me back. One even said I will call you back in five min. No one called so I emailed again and called and nothing. Over the weekend I sent a few emails again with no response Monday I sent a few and some finally got back to me I told him my issue proved what they did and asked if they would honor it and they said that discount ended. Well it didn’t end within the 3 min it took to send to my boss so why the change. So they say they will meet me halfway for a discount of 2 something now I’m already being because it should have been bought Thursday. Before i agree and have them send another cart to my boss I ask can it be to me within a week. They replied 5 to 7 business days it will be there. I would be ok if it was here 7 business days from then so I had my boss purchase it. Now I have sent emails and many calls asking where it is and all they have told me is someone will get ahold of me there is a hold on the order. I called and sent emails still haven’t heard anything. Makes me wonder how many people they do this to and those people assume it’s just the tax and think nothing of it. They will not deal with this issue. This company is seriously a joke and we were going to purchase a few more systems but now we never will again the way they are acting

  

  Business response

  08/08/2024

  Good Afternoon, 

  Thank you for your purchase and your feedback.   Upon completion of a full investigation I have confirmed the following information: 

  Regarding the coupon provided to you:  The original discount was issued to you on July 10th via a coupon code.  We did not receive a request to send this information to a separate email until the following day and, unfortunately, by that time the coupon had expired.  HVAC Direct understood your frustration and worked with you to provide a mutually beneficial solution.   You accepted this solution and placed your order.  

  The order was placed on July 15th, after standard business hours (6:19pm).  The order was delivered July 26th; nine business days from the time of purchase.  HVAC Direct strives to ensure our customers receive their orders as quickly as possible.  Per our listed terms and conditions; due to the nature of manufacturing and logistics, some unforseen delays can occur and we do apologize for the slight delay in your delivery. 

  In reviewing our communication history, I was able to confirm that all written communications were answered in a timely manner except an email that was received on Saturday, July 13th.  The sales agent you were attempting to contact is not in-office over the weekends.  However, an answer was provided to your message the following business day.  In order for me to complete my investigation into the issues you experienced through our phone system, please provide the number you were calling from; as we have not received any calls from the number associated with the order. 

  Again, thank you for your feedback; and have a great day! 

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a HVAC coil and condenser on June 25th. I received the shipment on July 2 When I unbox the shipment I notice the box had damage on the outside. Unfortunately the condenser was damage. I called them that day about the damage. They emailed later that day and offered me a concession of $100. I took the covers off to see how bad the damage was. I sent photos in and ask them about the warranty and damage. They replied with the warranty being 10 years,. I ask if the damage looked like it would affect the performance and would be a problem in the future. They replied of July 12 with a concession of $150 and a technician would let me know about the damage. I told them I would rather have a new unit then to take a $150. 7/15 they sent me a BOL for my return and wanted me to secure it back to the pallets. I told them I don’t have the original pallets and I’m not responsible for securing it to a pallet. I feel like they are bullying me. I did request for $300 and I would keep this one. They keep telling me to source the pallets locally and secure it. I could have bought a scratch and dent unit for $800 less.

  

  Business response

  07/24/2024

  Good Afternoon, 

  I do apologize for the damage to your order.  Damage during shipping is rare, but it is possible.   In reviewing the pictures of the damage, our technician did confirm that the damage would not affect functionality or warranty.  We are happy to issue a return and replacement of the damaged item.   Unfortunately, the freight carriers are not willing to pick up freight shipments without the items being secured to a pallet and we simply do not have the ability to complete that for you. 

  In light of this information, our customer service manager will reach out to you directly to find the best solution for your order.   

  Again, we appreciate your feedback and hope you have a great day! 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  made a $3000 purchase that was never received or shipped and can’t get the company to refund money or ship order due to costumer service not following thru with any of their promises.

  

  Business response

  07/24/2024

  Good Afternoon, 

  Thank you for your purchase, and your feedback.  I do apologize for the delay on your order.  Due to the nature of manufacturing and logistics, unforeseen delays can occur.   I see that we confirmed the delay for you, and offered possible solutions that could ship sooner.  Per the information on this purchase, you did initially decline the solution options and chose to wait through the provided extended lead time.   

  On July 18th, you provided confirmation to move forward with the solution options.  This change was completed, and the new details were sent to the warehouse for processing. This change also provided a lower price, and a refund was sent to the accounting team for completion. 

  The newly changed order is expected to leave the warehouse today; tracking should be available by tomorrow.   Again, we do apologize for the delay on your purchase, and appreciate your feedback.  

  Customer response

  07/30/2024

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

  The equipment received was not what was agreed on.  i was not sent a complete system. i am missing the air handler!!

  

  Business response

  07/30/2024

  Good Afternoon, 

  I do very much apologize, I see that this is a separate issue.  I was able to confirm the mix-up with your shipment and I see that our customer service team is already on top of this issue and have initiated the return and replacement process.  Again, we do very much apologize for this mix-up; while these kinds of issues are rare, human error can happen.  The important thing is how a company handles it.  I see that our team got right on this for you and will issue a replacement shipment as quickly as possible.  

  Thank you for your feedback, and have a great day! 

  Customer response

  07/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 25th 2024 I ordered a fireplace insert. I sent the company an email the same day asking how soon it would be delivered. They said they didn't know and would reach out to the manufacturer to find out. I followed up a couple of times and they still didn't know. On July 1st, they still didn't know so I asked them to cancel it. They agreed and said they would cancel it. Instead on July 4th they sent me an email saying it was being shipped. I emailed them asking why they had shipped out instead of canceling it. They said it had shipped before the manufacturer had confirmed the cancellation (3 days after I was told it would be cancelled) but that they would start a return. It was delivered on July 10th and they told me that it would be picked up as soon as the manufacturer had accepted the return. I'm still waiting 17 days after I first asked for a cancellation. I have this huge fireplace insert taking up space in my garage and over $3000 that I can't get refunded until they pick it up.

  

  Business response

  07/24/2024

  Good Afternoon, 

  Thank you for your feedback!  I do very much apologize for the communication issues you experienced.   Our customer service manager will complete a full internal investigation on this issue; and of course, return instructions will be sent by end of the day. 

  Once the returning item has been picked up and is in returning transit, a full refund will be issued to you.   Again, we do apologize for the issues you experienced and appreciate the feedback you have provided.  Thank you, and have a great day! 

  Customer response

  07/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  No delivery in over 2 months… many unanswered emails.

  

  Business response

  07/16/2024

  Good Afternoon, 

  Thank you for your purchase, and your feedback!  We do apologize for the delay on the items purchased with HVAC Direct. While we do stock most of the products we sell, some items are shipped directly to our customers from a manufacturer supplier.  Due to the nature of manufacturing and logistics, we may sometimes experience longer than expected lead times. 

  HVAC Direct is working hard to get this order shipped as soon as possible to you; and again, we do apologize for the delay.  

  Upon completion of an internal investigation, we do show that each email we received from you was issued a response.  I have attached screenshots of these messages in our system for your records. 

  We do apologize if you did not receive our responses and would advise you to check your spam settings on your email to ensure you can receive our messages. 

  Again, we do very much appreciate your feedback and hope you have a great day! 

   

  Customer response

  07/23/2024

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7-3-24 I spent just over $4,200 on a full heating and cooling system, Goodman brand, they boast about fast shipping, all over online that’s what I saw and me being in a time crunch, I figured this would have been a good option, I had a tight time frame as I had family in town and one of them works in hvac, so free labour that’s expensive is awesome, but it’s now 7/15/24 and no equipment. I have called several times, each time taking about an hour on hold, been told a few times someone would be calling me about a substitute for my equipment, finally someone called me on 7/11/24, they offered me their brand equipment at the same cost and they could ship right away, I expressed how I’m on a time crunch and that I wanted that brand specifically, they said they would see if somewhere local to me had the stuff I needed and can have it shipped from there, I agreed that would be alright and I could even pick it up. Now 4 days later there’s been no word, I’ve tried calling a few more times with no callback or being able to reach anyone. At this point I would have been fine with my money back and buying the stuff I need local, but now I’m in a bind and just want my family to be cool in this hot summer and have a nice hvac system. I keep setting emails that say “shopping for your new system just got easier” as if they are taunting me, as my experience has not been to great so far.

  

  Business response

  07/16/2024

  Good Afternoon, 

  Thank you for your purchase and your feedback!  We do apologize for the delay on your purchase.  HVAC Direct works hard to ship orders as quickly as possible.  However, unforeseeable delays can sometimes occur and we want to make sure our customers are provided with all available options that may offer a quicker delivery. 

  Our customer service manager has reached out to you directly with additional options; as well as contacting the manufacturer for a direct shipment.  Again, we appreciate your feedback and hope you have a great day! 

  Customer response

  07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I got a response the next day saying that I can get a lesser efficient condenser, I had asked for shipping times on my original order to see if I am willing to wait or will take what they have available but it has been a few days and no response. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  07/24/2024

  Good Afternoon, 

  I apologize for the delay to your message and have reached out to you directly.   Unfortunately, HVAC Direct is not able to foresee or control delays coming from the manufacturer directly.   We understand that you do not wish to change this order.  We simply offered the item to you to ensure we provided all options immediately available for shipment.  

  I have responded to your email directly and do look forward to getting this matter resolved as soon as possible. 

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 07/07/2024 and when purchased it was stated that the units shipped in 2-3 business days. It is now 5 business days later and have not received any information about my order. Every time I call the customer service number it states that they are too busy to answer calls and asks if you would like a call back to press #1, which I have done multiple times/days. I have also left messages on a voicemail and have emailed twice. I have not heard anything regarding all of these attempts to contact customer service. I am trying everyway to contact business. If I do not hear anything back I will be contacting my credit card company to perform a charge back on the charge as company did not fulfill order.

  

  Business response

  07/17/2024

  Good Afternoon, 

  Thank you for your purchase, as well as your feedback!  While HVAC Direct does stock most of the items we sell directly in our own warehouse, some products may ship direct to our customers from the manufacturer or a direct manufacturer supplier.   The items you purchased were processed as a direct-shipment to you from the manufacturer.  Unfortunately, due to the nature of manufacturing and logistics, some unforeseeable delays can occur, and do very much apologize. 

  We understand that our wait-times for calls are currently extended, and again we do very much apologize.   In reviewing the information on this order, I have confirmed that the order has been shipped with Saia Motor Freight under tracking ************. 

   

  Again, we apologize for any inconvenience you may have experienced and do appreciate your feedback; as it helps do better for our customers!  Thanks again, and have a great day! 

*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. ↩