"Told us the a coils were hard to get and waited several months when it arrived it was damaged and they suggested we fix it ourselves And have it leak tested . The top of the box was covered in dust like it was sitting in a warehouse for a long time ! Wow ! "
"From the start only the best things to say about my dealings with ACWholsalers.com Very knowledgeable staff and easy to talk with. The products arrived in perfect shape and worked great as expected. I would and will recommend them to my friends and family every opportunity I have. Thanks for a wonderful customer experience!"
"From the website through delivery, the entire experience was excellent. Communication was timely and appropriate, packaging was superb, and delivery was within the promised time frame. Lift-gate option for delivery was very welcome at a very fair price and I feel that the price was fair as well. I don't have enough good things to say, and I will definitely be a return customer. Thank you!"
"they said online everything was in stock and nothing was , they had me on hold for 30 mins while they messed around trying to find out why and gave some BS answer on why it says IN STOCK on their website. DONT NOT BUY FROM THESE PEOPLE you wont get your items timely or possibly at all. "
"Never again will I buy from this Distributor! I wish I had seen these reviews before I placed my order. I too was given 2-3 days for shipping. 10 days and 2 calls to customer service to cancel my order, and it now shows that it finally shiped. To cover their behinds, they have listed my order date as the date it shipped (lie), and tracking numbers aren't valid, so I can't find out where it is."
"They lied to me repeatedly. First, they said everything was in stock, when it wasn't. Then they said the order was shipped and gave me a bogus tracking #, and refused to provide legitimate shipping information.
They were just stalling until the order would ship for real.
After five calls in a week I was able to determine that the order actually had not been shipped yet. They were lying the whole time.
This has happened to multiple customers. Check other reviews on Yelp and Google.
They wasted over a month of time in getting an AC ordered. I spent several hours mostly on hold, during that final week, just trying to get a straight answer. I ended up ordering from their competition.
I'm taking my complaints to Inc5000, Internet Retailer and Shopper Approved. They should know that they're being credited with supporting a company that has dishonest business practices."
"Overall my experience was very good. The furnace was shipped as promised and was as advertised and it installed well. The provided instructions were excellent and the unit was well made. The only reason I didn't rate this product/service with five stars is because the fan unit screws loosened in delivery causing the fan to fall out of the sheet metal retainers and I had to fix this problem before installation could begin. I would recommend that a chunk of Styrofoam be placed under the motor before shipment to prevent future occurrences of this problem. Other than that inconvenience I am very pleased. "
"Product came late, damaged and I couldn't return it. Manufacturer warranty is vaiwed since the product is physically damaged. So I end up with $1000 equipment which I can us since it deadly dangerous to install damaged gas furnace. Read their fine print very careful!! Also even if the take something back you have to pay the shipping fee, and 15% restocking fee and the initial shipping to your home which was free. "
"Long hold times. They show "in stock" items they don't have. They backordered a California-spec furnace when I needed a 49-state furnace. They sold me an A/C-only TXV for a heat pump system and the coil they set me up with is not approved by the mfr for use with the condenser ordered. They realized this when I asked to return the TXV. They didn't offer to sell me the filter rack, filter-drier, duct board plenums, foil tape, or refrigerant lines I ended up needing to buy separately. Now, they want me to tear out the carefully-fitted cased coil, redo the flexduct and lines, they can't promise when they'll ship the correct, different-size cased coil, AND they want me to pay a summer price premium on the correct parts for my order from six weeks ago and refused to price-match any of several competitors selling the correct coil for 25% less! Asked to make it right, they just said "sorry". They listened to a recording of my phone order but couldn't blame me for getting the parts wrong - nice that they tried to blame me for the incompatible parts if they could. You WILL be recorded so don't make any mistakes with the item or model numbers you ask for.
The "Mike" who responds to negative reviews here isn't a real person. The BBB shows "Mike Jones" as head of Customer Service but no one working at the company (which has several different names) has ever heard of him. After being pressed and checking they'll come back to tell you that the person they've never heard of "doesn't talk to customers on the phone".
Weeks after I filed a complaint with the Better Business Bureau (in West Palm Beach near them) a guy calling himself just "Mike" (he refused to give me his real name) offered me a substantial credit if I would agree to mark my BBB complaint as "satisfactorily resolved" which I did (unresolved customer complaints count against a company's BBB score). I'd recommend filing your complaints there also and hopefully, eventually, the company will follow-through and compensate you for their mistakes."
“Hello Motorazr,
We apologize for the inconveniences with your order. Whether before or after a purchase, our company has a definitive commitment to making sure that our customers’ experience is an enjoyable one. In addition, we do not tolerate any of our representatives creating a confusing or misleading environment.
After our phone conversation today, we just wanted to follow up and stress that we do apologize for any delays or issues that this has caused. Customer satisfaction is very important to us and hope that the resolution we agreed upon is something that is satisfactory to you. We respect how you feel especially during this time of the national coil shortage.
We hope that these issues you have experienced do not change your opinion of our company as a whole as we treat every customer with the utmost respect and strive for the highest customer service in the industry. If you have any further concerns, please give us a call at 1-866-631-6389.
Regards,
Mike
”
"Do not order from this company. I went to order a complete system with similar specs of the system to be replaced and salesperson stated that furnace for the package i was interested in was not in stock and would take an additional week before it could be shipped. We needed the system shipped as soon as possible so I ask what they had in stock that would work with the rest of the package. The salesperson said that they did have a furnace in stock that could be shipped then but it was superior and would be an additional $300. I agreed to the upcharge to assure we could keep our promise of the installation date to the tenant . The unit was suppose to be here today and did not show up I called the company and the first employee told me that it was shipped then had to speak to manager then came back and said the furnace that I paid the additional $300 so i could get it faster was damaged and had to be back ordered. I should have been notified the day it was to be shipped when they notice it was damaged! Here I am 3 days later having to find it out myself. When trying to find and solution so that we could get the order I have had to speak with 5 representatives none of which can do anything, they would not escalate this to management where someone with decision making authority could assist, then to make things worse I ask to be transferred to customer service after the sales agent confirmed another acceptable unit was in stock but he couldn't alter the purchase so I would have to speak to customer service to have that done. Then attendant at 5:56pm told me that they close at 6:00pm. so he would have to have someone call me back Monday! I told him I they had 4 minutes to do the transfer because that puts us another 2 days behind. He would not transfer me and told me someone would call me back Monday. He would not give me any managements direct contact information so that I could call monday to make sure it got done. Update over the weekend I had to spend $300 to service the existing AC unit to hold until the new unit arrived. 3PM on Monday I had not received a call back as promised by the company from management. They this time told me that 2 of the items were backordered and they were not sure of the date they would come in to ship. I canceled my order and videotapes and recorded the whole event which I will post to you so that you can see how bad an experience this has been for myself and the tenants. When i received my order cancellation they said it will take them 3-5 days to return the money to my credit card. So in short it cost me $300 of my money a week of time waiting for the tenants, and about 10 hours of my time. "
"I needed three vent fans for new construction. Ordered from this business because shipping listed in website was "leaving warehouse in 1 -2 days" and sometimes same day shipping. It's eight days later. When I call, I get their recording to hold but no one ever answers the phone. I have tried multiple times over several days. I can't even cancel the order and purchase elsewhere because no one will pick up the darn phone! Horrible customer service. Horrible."
“Hello cjhumphreys251,
We apologize for the inconveniences with your order. Whether before or after a purchase, our company has a definitive commitment to making sure that our customers’ experience is an enjoyable one. In addition, we do not tolerate any of our representatives creating a confusing or misleading environment.
We understand your concern, and want to apologize for these issues that this has caused. As the summer season approaches, customers have experienced a longer wait time. We’ve updated our system to accommodate for the volume of calls and hired more agents. When calling in, please dial 2 into the prompt as that will direct you to customer service, waiting through the prompt will direct you to the product specialist line which are experiencing longer hold times than usual.
All orders will have to go through a processing time of 1 to 2 days before shipment, as we do not process any orders over the weekend. The warehouse has experienced an increase in orders, we do understand the severity of the issue and are currently in the process of increasing our staff to meet the higher demands. Unfortunately we were unable to get your order shipped out in a timely manner and we are working to update status availability to reduce the same issues that occurred on your order.
We hope that these issues you have experienced do not change your opinion of our company as a whole as we treat every customer with the utmost respect and strive for the highest customer service in the industry. We also would like to provide some resolution for you on any future order. Please call us at 1-(866) 631-6389 or 866-793-0323 Monday to Friday 9am to 6pm Eastern Time. We appreciate your patience on this matter and eagerly await your call.
Regards,
Mike
”
"Ordered got quick response, although only downside was with the shipper's communications."
"I ordered an LG PTAC on May 10th. Online inventory showed 105 units in stock. However, after a follow up call by me to check the unit wwas not in stock but expected in a week. It has now been almost a month and every call I make is the same answer......available in a week. When I asked the supervisor for an alternate product I was told alternate not in stock and I would have to pay more.
This is beginning to feel like a bait & switch scam as the unit is showing in stock on the website yet is never in stock and I must pay a higher price for
a substitute unit!
FYI, I have purchased two other units previously from AC Wholesalers with no issues. However this purchase is seriously becoming a problem!
"
“Hello Ericwjoh,
We apologize for the inconveniences with your order. Whether before or after a purchase, our company has a definitive commitment to making sure that our customers’ experience is an enjoyable one. In addition, we do not tolerate any of our representatives creating a confusing or misleading environment.
We do see this order was placed on May 10th, and the call placed on May 17th you spoke with a customer representative and they expressed the ETA of the item was unknown and to give us a call week later. Unfortunately there has not been an exact date give to us, as this order is coming directly from the manufacturer and we can only provide the information provided to us by the manufacturer.
Per phone call with the supervisor they advised that the information regarding the alternate is correct, our system inventory is linked to the manufacturer as there is an error for item availability. We have spoken with the manufacturer and they have confirmed with us that this model is on extended back-order of 5 weeks.
We do understand your frustration and we hope that these issues you have experienced do not change your opinion of our company as a whole as we treat every customer with the utmost respect and strive for the highest customer service in the industry. Can you please give us a call so we can explore other options at 1-866-631-63189.
Regards,
Mike”
"good service and great price"
"After providing exact model and part numbers of my air handler, AC Wholesalers specified a particular heating element. I purchased the element and when my installer tried to install it he told me it was the incorrect part. I had to source the element locally and spent $200 on a second service call. Then to top it off AC Wholesale wanted me to pay for shipping to me, return shipping as well as a 15% restocking fee. I advise to purchase on amazon to avoid any such hassles. "
“Hello bdb314,
We apologize for the inconveniences with your order. Whether before or after a purchase, our company has a definitive commitment to making sure that our customers’ experience is an enjoyable one. In addition, we do not tolerate any of our representatives creating a confusing or misleading environment.
We see this order was placed online on May 8th. As you stated that a rep provided you the incorrect information. We strongly suggest to have a technician assist you as well as we are not able to be there physically to see your system setup and can only make recommendations.
“We always recommend that before you order from our Site you check with your installing professional to ensure that the product you ordered is the right product for your needs. Taking these steps will help to avoid any costly errors in ordering the wrong product.”
After Management reached out to you, he agreed to waive the restocking fee and you would be responsible for the shipping fee. You requested to not be assessed any shipping fees as well. As you proceeded to say that there was an attempt to install and the item was damaged after we could not agree to the fees. Management advised you that the time frame to report damages is 48 hours, in response you said you would write bad reviews upon not being able to come into agreement.
As we respect how you feel regarding this order, unfortunately we were unable to assist you in the matter that was requested. This order was placed online which means you agreed to our TERMS OF USE which includes return information and damages.We stress that it’s very important to speak with a Licensed HVAC Technician before placing any orders to reduce error.
https://www.acwholesalers.com/Terms-of-use/300020.acp
Regards,
Mike
”
A rep from ACWholesalers.com, Customer Care Expert, has responded:
“Hello TomLansing-103,
We apologize for the inconveniences with your order. Whether before or after a purchase, our company has a definitive commitment to making sure that our customers’ experience is an enjoyable one. In addition, we do not tolerate any of our representatives creating a confusing or misleading environment.
I reviewed your order and noticed that your order was placed on 05/15/2017, shipped on 05/15/2017 and was delivered on 05/23/2017. This is well within the 1 to 4 days processing time for that particular item and the 3 to 6 days delivery time-frame. As we are shipping this from South Florida, transit from us to Washington is 6 days and everything arrived in a timely manner. This order was shipped on the same day it was created.
On your second call, you stated that the equipment had already been installed and reported that it was damaged. Anything that has been installed will be under warranty whether it’s damaged or not. Our terms for damages is to report this within 48 hours and this had been reported on May 30th 5 business days out of the time frame.
“The freight bound driver left and then I found damages what do I do?
It was raining, snowing or you were in a hurry the day the freight bound driver was there delivering your order and you didn’t notice the damages. Its ok we have you covered, but it’s only for a LIMITED TIME so HURRY! If you have signed your delivery receipt clear, but later discover your equipment has concealed damages you have 48 hours to report the damages from the date it was delivered to you by the freight carrier. By failing to report the damages within the said time frame we may not be able to reship the product(s).”
https://www.acwholesalers.com/company/content.jsp?cp=300012
We will not deny you of warranty as we have on our terms if there is something not functioning correctly with your system. But an automatic replacement will not be something we will initiate without further troubleshoot from with your licensed installer and the manufacture.
“My unit is not functioning and I want a new product(s) replacement, what do I do?
Although sometimes it may seem as a quicker resolution to replace the whole product(s) or component(s) it may not necessarily be the right solution. Most cases just require a professional resetting the product(s) in order to get it functional again. Before you file a warranty request we strongly recommend you contact a professional to diagnosis your product(s).
Sometimes manufacturers will have provisions for home owners to contact their technical support hotline for assistance in troubleshooting. We recommend you review the manufacturers documentation shipped along with the product(s) or refer to applicable manufacturer's website for an up-to-date troubleshooting hotline availability.
Should the manufacturer authorize a product(s) replacement, there will be applicable shipping cost(s) to and from our facility. HVACStores is not liable for any costs and/or expenses incurred, nor will it provide reimbursements or compensation of any kind to any customer for troubleshooting and/or product(s) replacement’s uninstallation and reinstallation.”
We hope that these issues you have experienced do not change your opinion of our company as a whole as we treat every customer with the utmost respect and strive for the highest customer service in the industry. The product is still under warranty as it has been installed, we would like to see how we can best address your issues. If you could please give us a call at 1-866-631-6389.
Regards,
Mike
”