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HVAC Direct (hvacdirect.com) has 348 customer reviews on Consumer Courier, with an average rating of 3.8 out of 5.
Also known as
hvacdirect.com
Website
hvacdirect.com
Category
Malls & Marketplaces
Location
Troy, Ohio
Listed on Consumer Courier
2026
About these reviews
Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
The score is the plain average of the published reviews on this page.
2 weeks of the worst customer service. Packing was so bad the compressor broke. 3 extra days to pay installers to find out the manual is wrong and they new it. Worst reps and who answers calls. Finally receiving a new compressor but they promised it would be delivered into my yard. Shipping company says they did tell them. Another broken promise. They promised to refund the extra labor. Instead of paying the labor to me ...it went to credit card illegal. The equipment was paid by cc NOT the labor. Never use them
RD
Robert Dupree J.
Posted
Terrible experience
Terrible experience. Samuel Silva is a dishonest saleperson. Ordered 10 minisplit units at a total cost of $17k. They gladly charged my card. After two days of no response, no invoice, I followed up and learned that they didn't have the items in stock although they say they did. Timing completely screwed me as I could have ordered from amother site
Response from HVAC Direct· May 7, 2026
Hi Robert! Thank you for taking the time to reach out to us with your experience. Your satisfaction is our utmost priority. In conclusion of an internal investigation I was able to confirm that we received your order on April 30th and reached out to you the following day on May 1st to provide you with updated information. As a representative of the manufacturer, unforeseen delays - though rare - can occur within the manufacturing and distribution industry. HVAC Direct reached out immediately upon learning of the delay and offered a similar solution of the same quality and price. We apologize we were unable to meet your needs and appreciate your feedback. Thanks again, and have a great day!
YK
You know who I A.
Posted
Baker told me they could price match…
Baker told me they could price match and he did not do. Because he said they was sold out. I sent him a link 2 days. so in the 2 days the other company sold out and Baker said they can not do now.
RI
richmondwindow
Posted
So I made a pretty ugly review
So I made a pretty ugly review, completely honest but not very nice. We spent a lot of money on a unit that is a couple years old and needed a $1200 repair after a $300 diagnosis. After getting the run around and a whole lot of bad untrue information I had agreed to accept reimbursement for the bad part only which was almost $300. After struggling with it for a bit we decided $300 was better than nothing. Not much better but better. I contacted Clinton to let him know I was ok with the much lower amount. Once he found out that my HVAC guy didn’t order the part from them he stated we would get no reimbursement and actually laughed. All I had left to do was to leave an ugly review. After, Chris Gatlin got involved and brought up to speed and issued a reimbursement for $1150. I’m still not happy with how he decided to initially deal with me but I’m happy with outcome. Awesome Unit though!!! Very happy with it.
JR
Jim R.
Posted
Poor Customer Service and Unresponsive…
Poor Customer Service and Unresponsive Technical Support
I purchased a furnace from HVACDirect.com, largely based on the promise of “unlimited technical support” from the salesperson. When I had a simple configuration question that prevented my furnace from operating, I contacted their tech support and was promised a call back within 24–36 hours. That call never came.
Because of their lack of response, I had to hire a local licensed technician to diagnose the issue — a service call that would have been completely unnecessary had their team simply returned my call. Their follow-up communications blamed me for self-installing the unit and refused to acknowledge their failure to respond.
The entire experience was frustrating, unhelpful, and showed a complete lack of empathy for a customer without heat in their home. There are other sellers in the industry who are far more reputable and responsive.
I do not recommend HVACDirect.com for anyone who expects reliable post-sale support or basic customer service.
Response from HVAC Direct· Mar 30, 2026
Thank you for reaching out, Jim. Customer service is our top priority at HVAC Direct, and we appreciate you following up on this.
After reviewing your case, I confirmed that you initially called outside of our normal business hours and mentioned you would follow up the following Monday. Our technical team spoke with you that Monday as expected. Unfortunately, because the equipment was not installed by a licensed professional, the manufacturer’s warranty was voided. Our team clearly explained this to you at the time and, as a courtesy, offered a discount on the replacement part needed.
We completely understand how frustrating this situation is, and we’re truly sorry for the inconvenience. However, as a representative of the manufacturer, HVAC Direct is required to follow their warranty guidelines.
If there’s anything else we can do to assist you or if you have additional questions, please let us know; we’re here to help however we can.
KG
Kyle Graley J.
Posted
HVAC.Com don’t buy from them
Should have bought unit from an installer. With havoc direct you have nothing but parts. My unit was shipped to me the driver dropped it in the neighbors driveway way and left without even a call. That was 1/2 mile from my house. No chance of inspecting or refusing order. Called hvac they refunded 200.00. Installed unit and it broke in two days. Called AC company abiotic fixing it. They came out said main board was bad. Told me they can not order new board I would have to do it. If I got board I would have to find someone to install it that they do not work on these units because of all the problems getting support and parts. I called everyone in this area no one will touch it. Got hvac to ship part they shipped it UPS. It has been out for delivery for three days now. No heat in house for almost two weeks. Heavy cares less. Evidently this unit has numerous problems yet hvac still sells them. Now I wait for three more days and maybe get my part. If I don’t get it then I have to file claim and buy another part. If they had not dropped unit and ran I would have refused it because they dropped it in the mud. That’s Hvacs drop and run warranty. Doubt if my unit ever gets fixed. Stay away from these guys.
Response from HVAC Direct· Mar 30, 2026
Thank you for reaching out, Jim. We're truly sorry for the frustrating experience you've had with the delivery and the ongoing issues with your unit. HVAC Direct stands by our all of our products; when issues arise, it is important that we receive diagnostic information from the professional before we proceed. This ensures the right solution is provided. We do apologize for any frustration you experienced through this process.
We’ve now processed all refunds and reimbursements in full. If you're still having any trouble with the system or need further assistance, please reply here or give us a call. We're here to help.
Thank you for your patience.
HVAC Direct Customer Care
AB
Adam B.
Posted
Defective heating unit, poor customer service.
Defective heating unit, electricians diagnosed Defective part and very little response from HVAC Direct, they appear to not care. Should have purchased from supply house like they recommended.
Response from HVAC Direct· Feb 5, 2026
Thank you for providing us feedback on your experience, Adam. HVAC Direct strives to set the standard in customer service and your satisfaction is our top priority. Warranties are provided by the manufacturers directly and must be processed according to their requirements. Upon completion of an internal review, I see that our Tech Team responded to your initial complaint the same day and assisted in filing a warranty claim with the manufacturer. We have requested an update on this claim on your behalf and will provide that information to you shortly. Again, we appreciate you taking the time to contact us about your experience and hope you have a great day!
JG
J G.
Posted
BEWARE YOU WILL NOT HAVE ANY WARRANTY…
BEWARE YOU WILL NOT HAVE ANY WARRANTY unless you have equipment installed by licensed contractor. I bought a 80k BTU Goodman furnace and a 40k BTU furnace. One had a bad pressure sensor. I talked to Goodman and HVAC direct they said to start warranty claim I need to be a licensed contractor. Too bad, so sad for me. Now I have to swap pressure sensor to operate one furnace at a time.
