SCAM COMPANY. DO NOT BUY. I ordered an entire a/c system, it was severely damaged and unusable when I opened up the box after delivery. I called them and they refuse to do anything about it. This is a typical SCAM company that sells broken parts, and then has no liability for said broken parts that they ship. They stole $4k and will be getting served court papers if Jarrod or Christian the office managers do not contact me ASAP. read more

I ordered a ductless split unit in October. It is now Jan 29th for reference. After two attempts to deliver due to showing up with a goant big rig truck in a small residential road, (I told them before hand only a small box truck would be able to turn around). My order arrived in December, it was the wrong outside unit. Now 4 attempts to pick up the incorrect unit and again another big rig truck. So the unit is still sitting in my driveway. I can't get my money back till this is received and they canceled the order. I'm about to contact a lawyer. read more

Ingram's Water & Air Equipment - 4th attempt by a big rig truck to get to my house on a hill. - Heating & Air Conditioning/HVAC Near Me - Hickory, Kentucky

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I had to contact a shipping company because apparently their logistics department couldn't figure out how to order a truck for limited access. Once i got a quote i had to forward it to Ingram's. The unit got picked up, finally. Now another month has gone by and i still haven't got my refund. Apparently their system is down and not allowing them to do any refunds. This is not resolved. read more

[ ] Attention Consumers: I paid $4,800 for installation, additionally, $4,300.00 (MRCOOL INVERTER UNIVERSAL SERIES, plus all the mandatory parts), a total of $10,400.00 to Ingram's WATER & AIR EQUIPMENT (HVAC) inclusive installation in my zip code, Tucson, AZ. The installation services were forwarded to OnPoint and SEARS/3rd PARTY installers. On December 11th, 2024, I completed my walk-thru with (SEARS/3rd party/ Eric, who conducts, assessments and Installations). Eric reviewed all my purchases from Ingrams; the measurements and model numbers that were reviewed, and also, the old outdoor Condenser unit, the indoor furnace in the garage, the old refrigerant connection lines, and the electrical upgrades 208/240v. He was polite/professional and spent almost an hour in the walk-thru) the upgrades disconnect sub-panel installation. He indicated to me that there should be no additional labor charges from the third-party installers. Because all of my careful preparation for the installation was completed.  Sears/ or OnPoint provided me with the 3rd party installer by the name of (NICK), and Mr. Nick, wanted to charge me $3000.00 because my installation was an all-electrical MrCool Heat Pump. I apprised (Mr. NICK)/SEARS I paid for a package/Bundle for the MrCool Heat pump with installation at a value of $4800.00 plus the split system electric 4ton MrCool HVAC, at a total of ($10,400.00). He further stated the $3K was due now because they would have to remove my old gas/electric HVAC System. Now, I have exhausted all my telephone contacts with Mr. Douglas N. Ingram in Paducah, Kentucky, and his staff since mid-late December.  His failure to Return my calls and his continuation to ignore my objection over the additional $3000.00 for the (package/Bundle) MrCool Inverter Heat Pump ( MDUI18048E & MDUO18048060-5).  Furthermore, OnPoint Warranty refusals to demand or initiate the installation without additional charges. I also reviewed their website,[ IWAE.COM], regarding other fees or charges that are not mentioned, i.e., hidden fees.  Because Ingram has substantial derogatory remarks on different websites, over Installation issues, shipping/wrong parts, and damaged goods, they continue with this scam in sales, advertising great deals and matching prices. My only options are to file a Consumer Complaint via the Kentucky Attorney General's Office and file in my jurisdiction at the Arizona Attorney General's Office. read more

Would not recommend. Stay away. Buy from somewhere else. For 4 years I had a bad RunTru system made by Trane. 4 years I worked w Trane and my home warranty company to try to fix a brand new unit. It never was working right costing me thousands in electric bills, service fees, labor, freon charges, etc. Finally after 4 years Trane said to contact the distributor. After arguing and providing all the receipts for service calls and work performed over 4 years they agreed to replace the whole system. The catch, no one will install it! Now they are trying to get me to pay thousands more to install a replacement system after already having the original system installed and tons of fees and high utility cost! Always screwing over tye customer and never taking responsibility for selling a bad product! My take away from all of this and warning to others: Do not buy Trane products! They do not honor warranty, equipment, or their 'certified techs!' They are not about quality and continue to try to screw over the consumer only caring about their profits not whats right and wrong! Stay away and buy a different brand! Nothing from Trane, Runtru, American Standard, or any equipment manufacturered by Trane or any Trane 'Brand' companies! Trane and their 'certified techs' are set up to rip the consumer off! They already have 1 class action law suite and are pushing towards another! Check their reviews from reputable sites like consumer affairs and BBB. HORRIBLE!!! Ingrams will not help either! They argued with me from the beginning until I filed complaints with BBB, Consumer affairs, attorney General, news stations, etc. I will not stop! What your company, distributors, and techs are doing is wrong! read more

Ingrams sent me the wrong parts for my job. This cost me hundreds of dollars to bring my electrician back in and about 6 hours of my own time. Their resolution was to offer me $200 which would not even cover the electrician. Call after call and although admitting they had sent me the wrong parts, that caused me re-work (including having to unnecessarily get up on a ladder for longer than necessary) the best they will offer is $200. It is insulting. Will not do business with them again. read more

Terrible customer service. They sent me a faulty thermostat and will not send me a new one. They just push me off on mr cool warranty service. I was planning on buying 25 more of these units but I will not be buying them from Ingrams. read more

I ordered a heat pump system on June 6th and ingram's provided a tracking number for a system ordered by another customer. When my system was not delivered,I requested a refund which Ingram's agreed to on June 16th. It is now June 28th and they haven't issued a refund. I don't have my system and my money has been tied up for almost a month. read more

I have ordered several heat pumps units from Ingrams Water and Air Equipment (IWAE). Including 2 full house 5 ton Mr. Cool Universal heat pumps. First unit was for my neice. I talked to Tammy there who was very helpful and guided me to the correct system and accessories. It came quickly (just over a week to California) and in great condition. We were able to install it over a long 3 day weekend without any big issues. I then ordered a 2nd 5 ton unit for my own house. It took a bit longer to arrive, but arrived damaged. I sent an email to Tammy (the person I ordered from at IWAE) and she instantly ordered a replacement unit for free. No pushback at all. In fact, she prioritized the replacement so that it went out the next day. Everyone I have dealt with at IWAE have been professional, helpful and great to deal with. I have called or emailed them so many times about different questions, and I always get a fast and helpful response. I can highly recommend them and will continue to purchase from them in the future. read more

I ran into an issue with my original order but their customer service ended up going above and beyond to help me through my project. I will definitely use them again for my next mini split. read more

DO NOT ORDER A FURNACE FROM INGRAMS My first furnace arrived severely damaged. My replacement also arrived severely damaged. After waiting 3+ weeks for a functional furnace in a cold house, I canceled my order. In speaking with customer service, they told me they couldn't guarantee that I could receive a functional furnace from them, but asked me to take down this review anyway. If you can't provide the service you are offering, DON'T WASTE PEOPLE'S TIME! read more

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Terrible!!. Unit arrived damage . It's been over a month and customer service has done nothing to help me. I had to buy a unit from another vender which arrived in 3 days and in perfect condition. Worst customer service ever!! read more

Ingram's Water & Air Equipment - Heating & Air Conditioning/HVAC Near Me - Hickory, Kentucky

Not Sure why this company has poor reviews on yelp. They have stellar reviews on Google I purchased a scratch and dent 5 ton air handler, condenser and line set from them . I used there service line often for questions. This company and product is second to none! read more

This company is the absolute worst. They completely lost my order and they've ignored all of my emails for the past two weeks. When their support replied to me last, it was just to tell me that they were combining my new ticket with the other ticket they never replied to. They will not refund my order or send a replacement even though they confirmed that they lost my package. They said they would file a claim with UPS and get back to me, but never did and have ignored every one of my messages since then. It has been over two weeks since they replied to me last. I wish I could upload screenshots here to show the ridiculous conversions I've had with their team (when they actually responded) DO NOT BUY FROM THEM! read more

Poor customer service they were also short with me not a good way to try and create a relationship with a customer I hope they go out of business! read more

DO NOT BUY FROM INGRAMS HEAT AND AIR!!! Eric Willie, in customer service, Gillian Jones, the customer service manager, and Wendy Enriquez, shipping specialist (who doesn't even have a voicemail set up) lied to us and/or simply quit responding to all communication. We purchased ONE heat/air unit. They charged us for two and sent both of them, even though we contacted customer service and told them the problem before the second unit shipped. Every customer service rep we've spoken to (Eric Willie, Gillian Jones, and Wendy Enriquez) has lied to us and/or simply quit responding to us entirely. We eventually disputed the charge on our credit card. Ingrams PROMISED to return our money and pick up their unit if we canceled the dispute. Like an idiot, I believed them. Now that it's cancelled and they got their unit back they're telling me they won't refund our money for at least 2-3 months, because that's their company policy, regardless of the fact that it was their mistake in the beginning. This is hands down, one of the worst companies I have ever had to deal with. By the way, they pay unhappy customers to take down negative reviews on other platforms, that's why they look like they have good reviews. I'd be happy to update this review if they decide to do the right thing and quickly refund the money they never should've taken from us in the first place. read more

GREAT FRIENDLY PROFESSIONAL PERSONNEL WITH EXCELLENT TECH SUPPORT!!! I HIGHLY RECOMMEND THEM TO EVERYONE! THEY ARE A GREAT PLACE TO BUY MRCOOL SYSTEMS AND HAVE GOOD PRICES IN MY OPINION. I bought a new DIY MrCool heat 18k pump system from someone in Georgia but discovered air handler with the set was not the right one for the DIY. Called Ingrams and their service tech and sent me the exact fittings to make the system work without having to sweat any joints Had another problem and another tech helped me and told me exactly just what to do to correct the wiring instruction differences between the units. Energy Star 20 seer Unit worked perfectly and runs super quiet. read more

I never leave reviews on here so if I am taking time out of my day to type this you know it was a pretty bad experience.. DO NOT BUY FROM THIS COMPANY. I placed an order for over $4,000 over a month and a half ago for an item that showed 1-2 business day shipping on their website.. Well 2 weeks go by and I still don't have anything showing that it has been shipped so I call them and wait for two hours on hold. Customer service picks up finally and tells me they don't know when it will ship and it may even be another 3-4 weeks before it goes out (FOR SOMETHING THAT SHOWED 1-2 BIZ DAY SHIPPING). Obviously this doesn't work for me so I ask them to just cancel the order since I needed the item a week prior and couldn't wait another month or two for something they said was "In Stock". Representative says I will get an email showing the order has been cancelled.... Another week goes by still haven't gotten anything saying they cancelled my order or that its shipped. No communication whatsoever. So I call and wait on hold again for another hour (no exaggeration here, time stamps to prove it). This rep says "Oh the other person never cancelled the order, I'll make sure to get it done...". My trust is really starting to wane at this point but I cross my fingers that the first one was just a fluke. A week later still no cancellation email and so I call and sit on hold YET AGAIN for an hour.. That person says "Oh I will get it cancelled and sent to our accounting department today so you have a refund within 5-7 business days."... Sure you will. So I made that rep stay on the line with me while they sent me an email directly that said they would cancel it since clearly I wasn't going to get anything if I got off the phone. Got just a one line sentence email saying "I will cancel your order" but never got anything official from the site. If I logged on to their site it finally showed they cancelled it after the last rep though, but did not provide any update on refunding the item. It has been a MONTH since they supposedly were going to refund me. I have now had to file a dispute with my bank to try and get back my $4,000 as this company is just holding on to it and refusing to do anything about it. Horrible horrible service, don't know how they are even still in business other than they are stealing peoples money and refusing to refund them. read more

I have to thank, Tammy Barclay For putting up with me , And helping me get the right parts I needed, I Ordered a complete system heat pump She helped me convert to a downflow, And easy to access on the telephone ,Thank you , The job went smooth read more

Ingram's Water & Air Equipment - So far very happy with Mr. Cool heat pump - Heating & Air Conditioning/HVAC Near Me - Hickory, Kentucky

I purchase a Rheem a/c air conditioner system from Ingram's water and air equipment and upon arrival the unit was bent and badly damage after contracting the company they told me to take pictures and send them to the company, after calling them back they said that they would have to file a claim with the freight company, upon arrival the box was in perfect condition I am under the impression that they knowingly sent me damage goods if you value your hard earned money please don't buy anything from this company now they want replace my damage unit, if you value your hard earned money please don't buy anything from this company. read more

There are few things I hate more than writing a bad review (Actually, a review in general).  In fact, if given the choice between having to say anything at all about a bad company or just cutting ties, I will always choose to cut ties.  Unfortunately there is a principal (and some money) involved here. Let me at least outline the details and facts for you, the reader.  You can choose to use this information how you please.  Here are the facts: 1. I purchased a dual zone DIY mini-split system (MRCOOL - 27K - 2 Zone DIY) from Ingrams on May 18th, 2020.  My order number is 100051241. 2. There were a few phone calls between the time it was ordered and the time it was delivered, which was July 6th.  Could it have been delivered faster? Sure.  Did I care enough to call a few times?  Yes.  But all in all, I understood the circumstances (pandemic, etc.) and it wasn't a huge deal. They were also pleasant, even though they literally had no clue when I was going to get it (The guy essentially said: I have no idea... but keep calling.  He blamed a ... train?  I digress). The only thing I will note here is that if you wish to call ingrams (1-270-575-9595), be prepared to wait at least an hour.  I called them a total of 6 times before I insisted on getting peoples extensions, and the average wait was ~48 minutes.  Again, we are living in strange times... but I wouldn't expect that much wait time, every single time. 3. So one day, without prior notice, I get a call from the delivery people.  They informed me the delivery was going to be the next morning.  It's a very good thing I work full time from home and have some flexibility.  Pro tip:  A little heads up after weeks and weeks, would have been nice.  After my delivery, I noticed that a 16ft lineset I ordered ($197.42) was not in the parcel.  Everything else was there and I will say the wrapping of the parcel was great.  Everything was in great shape. 4. I called to notify them of the mistake.  This  time the one hour hold was starting to irritate me... but I kept my cool.  They eventually answered and I told them of the situation.  The guy said "Oh you need to talk to Judy in lost/stolen". Ok, great.  They were going to have her call me.  No.Call.From.Judy.Ever.  She might not be a real person.  Just saying. 5. After a few days (I really wanted to install this thing.... after almost 8 weeks, it was getting hot!) I called again. This time it was: "Oh Judy needs to still call you".  Ok, let's wait.  No call. 6. One day goes by and I call again.  This time, they tell me: "Oh Rachel is the person you need to get in touch with... she will call you ASAP".  That ASAP was 2.5 weeks ago.  On this call, I got the extension for Judy and the extension of my sales rep, who is named Derek. 7. Another few days went by and I never ever heard from Rachel.  I decided this was a loss and I just needed to install this unit with the parts that I had. Unfortunately, my install was not a common one.  I own a row house in downtown STL, so it's very narrow, super tall, all brick, and 140 years old.  I needed that extra lineset to make the run where I needed the compressor to be.  Side note: I wish I would have recorded my install... it was not like anything you have seen on youtube, but it turned out great. Unfortunately I had to move the compressor to a location which was super inconvenient... but it is what it is. 8. So, I installed everything and its working well, but I still don't have the 16ft lineset, mentioned above. I am also the proud owner of an extra coupler ($79.13) unit (to connect the 25ft to the 16ft) that I no longer need. I called my boy Derek to inform him that I would like a refund of both, but he dogged me yet again. In Closing: When I log into the ingrams website and look at my order, it still says "Processing".  I highly doubt they even know they didn't send me all the parts. If someone from MRCOOL is reading this now, I say to you:  Your product is really great and I am really enjoying it...but if I had to do it all over again, I might not go down this same path because of your distribution partner.  You should really think about that. read more

The owner finally contacted me a few months ago after posting my review and took care of my problem. He apologized for all the issues and found an acceptable solution to my problem. So overall I loved the AC we brought for quality and price. So nothing wrong with the products they sell, just the service given by the companies employees. I am only updating because it feels right since the owner had reached out to me even if it takes me writing a review to do so. read more

Horrible company to purchase from. I purchased a mini split A/C July 11th 2020. Their website states it will take 5 to 7 days to ship. Ok, not a problem. 10 days roll by and nothing. No email, nothing. I call several times, wait on hold for no less than 30 minutes. I have left several voice mails and emails and no replies to either. They had someone run my credit card for $1466.10 but they can't pick up the damn phone. Do not do business with this company, it really feels like a scam operation read more

Online they advertise 10% off at check stand but then they only will do 3%. Blames google for making the ad! Bait and switch. Even today now it's still advertised! read more

I would like to give five stars, but there are just too many delays and communication failures to give that last star. That said, in the end they do whatever it takes to take care of you. If it means cannibalizing units they have in stock for a backordered part, they will do that. If it means shipping a complete new system, they will do that. read more

bought a 5 ton split unit from these folks with a 10 year part's warranty. 4 years later the blower motor self destructed and almost burned the house down. after 3 days of trying to contact them via email( you won't physically speak to anyone unless your givin them money) they informed me that the warranty wasn't any good because I didn't call and register the product with the manufacturer. surprise surprise! so I called the manufacturer and they fixed the issue however once i reached back out to them they wont respond to any emails or return my phone calls. now here's the kicker I've bought 10 units from these folks( I'm a contractor) and Im local.imagine what they will do to you. PS . they are the middle man for Chinese and Mexican made products . don't buy from these guys. check out there bbb ratings. read more

Biggest joke of a company I've ever dealt with. Take your money and spend it someplace else. The ABSOLUTE worst customer service in the world. If you buy something from these guys, I pray you don't need any questions answered, or technical support, because they have none. They are really great at taking your money though. Run, as fast as you can to the next guy on your list, it has to be better than these guys!! read more

So I purchased a scratch and dent unit from them on their eBay store. Worst experience I've had with a vendor EVER. The guy handling this whole thing (Chase) is terrible at responding to any messages you send him. If you call their office and try to find out where your order is because Chase has STILL not replied, you're told "Sorry Chase handles the eBay stuff and we have no idea what's going on with it". So after 5-6 messages and multiple calls he sends me a tracking# almost 2 weeks after I ordered this thing. Then to top it all off, they send the wrong lineset to hook it up, so now I have to pay my HVAC for extra parts that were supposed to be included. Guess what? Write chase a message about it....still waiting on a response. Do yourself a favor and look elsewhere for a supplier. read more

Oh hell no. Never again. Horrible horrible communication. Took about 13 or 14 phone calls just to get a return . Sent the wrong part even after I offered to provide pictures and information to clarify the correct part. Took over a week to get a return shipping label. I'll never deal with them again. read more

Do not buy from this company, they don't ship when they say they will. if you call you get put on hold for over 40 minutes. I finally received part of my order after 6 1/2 weeks but is no good as they didn't send the mounting brackets or line sets. I have been trying for 2 days to get those items shipped. read more

Purchased a 2 ton Mr.Cool mini split last year for my summer home. After installation the unit would not turn on. Customer service could not have been better on what turned out to be a defective unit that took a bit of a marathon process to remedy. The unit was replaced on their dime and has now performed this summer at a terrific level. I would recommend this company and Mr. Cool products and certainly will use Ingram again as my supplier. read more

While I would like to love this business they have too many management problems. Be aware that when you order an item the money will be taken out of you account before you log off of the site even though you may not get the product for months if ever. I ordered a mini split system and waited over two months and no delivery. The chat they list doesn't exist and phone wait time can be over two hours, I finally received my order after reaching customer support and the received another (duplicate) that I refused delivery on. I was missing one item so the company sent me a check for the missing items cost but my bank wouldn't accept the check as written. (ATM rejected it). I then ordered a cover for the unit and after 10 weeks still no cover. I'm currently waiting for a refund. If you have an issue call Doug at extension 104 he is the only one that gets things done. read more

I created a yelp account just so I could review this place. I ordered an air conditioner from them in the beginning of June through Amazon. It was damaged when it came in and I immediately contacted them. They responded to that email. 6 weeks later they finally send for the broken unit only because I called the manufacturer of the system I am (trying) to use. Now I've called 3 times and emailed 2 different people 4 different times and it is like they have disappeared off of the Earth. It is now July 21st and I have been dealing with the lack of customer service for nearly 2 months. By the time this gets sorted I won't need the damn air conditioner because summer will be over. This place is garbage and has been one of the worst experiences dealing with salespersons and customer service. I will shout out Judy though, she was the one that initially took my details and got the ball rolling on the return. Edit: Grammar. read more

Terrible service and lies form customer service. When I placed my order i was told it would ship in 4 business days. It has been over a month now and I have not gotten shipping confirmation. First time I called I was told that one small part was on back order but they would ship incomplete so I could get started on install ( that never happened).The next time i was told they were working on shipping orders placed the day before mine so I should expect to see shipping confirmation the next day (still never happened). Now I am looking to get my money back and order from somewhere else but they will not return calls, emails or even facebook messages. read more

Excellent customer service left a message late last night call back immediately in the morning one of the best customer experiences even with purchasing fast shipping and knowledgeable staff I don't ever really review businesses but they deserve a review what a great company and this is a thank you read more

It took two full business days to process an order containing one item, less than one pound. Also managed to insert a typo in my shipping address which was correct on my receipt. They took awhile to respond to an inquiry, but finally reached out and seemed genuinely concerned. A for effort! read more

I placed a $13,000 order on May 10th that was supposed to ship the first week of June but heard nothing. I called three times and left messages. No response. I sent two emails to the service request email, No response! I finally talked to someone after waiting 1/2 hour on hold. She could not give me any information but promised to get back to me that day, that was last week with no response! I emailed Doug Ingrams 5 days ago to inform him of my frustration and got a confirmation email that they were researching my order but have gotten no response! read more

Terrible! They rip u off by not sending u everything and then avoid your calls. I am so tired of waiting I am getting ready to start posting a complaint to the better business bureau and small claims court from there. There is no excuse for their lack of response to their customers. The only good thing I have to say is that they had good packaging. Fortunately I filmed all of the delivery boxes and packaging being opened so this should help my case. It should have made a difference to them when provided but no response. So either they have the worst customer service, they r crooked, or they r broke. read more

I did my homework looking for a spit unit air conditioner . Days later , it turned out Mr Cool 24,000 was my answer for our bedroom ! I called Mr Cool for that advice after seeing their amazing reviews online . Mr Cool advised me to call Ingrams to order the unit . I was so lucky to get Jarrod Greer @ ext 108 on the phone to place my order . It was like he was my best friend on the phone , so professional yet , calm to talk to , knew all the answers to all my questions . I live across the country and try to buy locally , but , Ingrams with Jarrod @ at the order desk was as smooth as it gets . Danny in California read more

buyer beware! do not use this company!! weve spent over $4,000 with them and only received half our order and now they are refusing to talk to us after multiple attemts to call and email. we have no answer as to where our products are, where our money is or even how were suppsed to procede from here on out. they took our money and gave us half our order. this is unacceptable! read more