u/Sedonadennis

In 2022 I bought a new system and replaced my home system. Next year I bought a mini split with 2 evaporators. All from HVAC direct. We were pleased. June 24 this year we were ordering another system for the friend that bought the mini split system. We chose a system, were looking at accessories and discussing the purchase when poof. What we selected disappeared. We looked for it again. It had a higher price. There was the same system with a lower price. We carefully went back and forth comparing the pages to see they were exactly the same. They were. We decided not to look at accessories at that time in case it glitched on us again. We clicked on purchase. I printed the receipt and gave it to Karla since it would go in her home. We trusted and didn't see that it wasn't the same order. We didn't notice until it came time to connect the control system. Then when nothing worked I examined the guts of the furnace. It was a basic single stage furnace, not the multi-stage heat and cooling that could work with the Heat Pump and controls they provided. That is when the battles began and I discovered who I was working with. They accept responsibility for nothing and (gaslight) blame the buyer guilting, shaming, and saying since we bought it that way we had to purchase another furnace over $2,000. I had pictures proving that their system glitched on another day even capturing my computer. My computer was locked up with the HVACDirect page. The keyboard and mouse would do nothing. Even the red dot for closing out of a page was not red, the center dot not yellow, the green dot was still green but wouldn't do anything. My computer was captured. During that night the computer updated and that freed the computer, but next morning the HVACDirect page was still there as before but we could use the computer. We took photos with 3 cameras. Screen capture wouldn't work. So we had more proof right before us that clicking on something went to something else. Still HVAC Direct personnel (who were very hostile) wouldn't budge. The only thing they would work with was us buying another furnace. But who would trust them now. Had I not trusted them and read the terms and conditions I would have left their site to never return. Think about it, if their site can capture your computer do you want to go there?

Needless to say there is no satisfactory resolution with HVACDirect and with their lies all covered as my responsibility in their Terms and Conditions when they have no responsibility for anything at all. I have junk that they say can work together but I asked them with every contact to just walk me through making that package work together. They just said I bought it that way, that it can work. But they wouldn't help. Their manuals didn't cover mixing technology with incompatible units. The only thing they would do is insist the remedy was to buy another furnace they offered at a discount. Who knew if it would work either? Trust them??? Never again.

I have never been treated so badly by a customer support. They're bold. They know they have a complete pass and cannot be held responsible for anything unless you take them to court to test their terms and conditions for legality. I did a legal analysis on the Terms and Conditions. Generally it will hold up but it is in violation of consumer laws too.

I didn't buy a nice system... or try to... to have to go to court to try to save the thousands of dollars already tied up in a package we didn't order (bait and switch) that won't work as it is. We hate that we have to sue them to see if a judge or jury buys their story of no responsibility or my story. It could cost us a fortune more and they know that is what customers they screw need to do to get relief. The law requires they give a good working unit or give a refund. They flatly refuse both. They insist we purchased that package. It was supported by statements that checked out to be untrue. I didn't see on their site that I would be utterly at the mercy of anything they would do including sending something else. Read their Terms and Conditions.

We know we did not purchase that package. They could easily have done what we witnessed and took pictures of that their site, when you click on something will go to something you didn't expect. The added gift was a captured computer. If when they had my computer captured they harvested my information I may find my accounts being drained or just about anything including my information being sold worldwide.

Of course they're not responsible.

I won't tell you to do anything but read their Terms and Conditions, the error that has cost us thousands (7) so far. It is all my fault, my problem, and they accuse me of buying it as it is and I know what we clicked on to make the purchase. They don't care. They have no responsibility per the Terms and agreements which by the way is less than 2 full pages and isn't the usual small print. It may have holes in the legality but it will cost you hiring a law firm and fighting in court to find out how it would be judged against consumer laws.

Do you also think they used their website to bait and switch then insist I bought it that way further insisting that I made a mistake and must buy another and much more expensive furnace to be compatible with the other items in the package. Not their responsibility. Even if they did that it is still the responsibility of the consumer.

This is positively the worst experience I have ever had with a company online or otherwise in my rather long lifetime.