Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/29/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ingram's did not ship my order from June 6, but instead provided a tracking number for another customer's order. When the order did not arrive, I contacted Ingram's and they promised to contact the shipping company and have my order delivered ASAP. When that order was not found, Ingram's promised a refund. Its been 3 weeks since I placed the order, and Its been 11 days since a refund was promised and I have not received a refund.

  

  Business Response

  Date: 06/30/2023

  Hello *******

  I apologize for the delay processing your refund. I checked in with our accounting department this morning and was able to get your refund put through on our end. I will be sending the refund receipt to the email address we have on file for you.

  Thank you and best regards,

  Customer Answer

  Date: 07/05/2023

  
  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,
  
  ****** *********

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 21, 2023 I purchased a Mr. Cool heating and air unit, but I did not pick up the unit until two weeks later. They informed me that they would refund me $262.00 due to me changing the length of the lines. I drove by two weeks later and I went into the business. They stated that they needed to get ahold of accounting to issue me a check. I have called and I continue to get different excuses as to why a check has not been issues to me. Then I was told the amount was changed to $ 140.00. I am not sure I was quoted the $262.00 to begin with but I would like to be refunded in the amount of $140.00.

  

  Business Response

  Date: 06/30/2023

  Hello ********

  I apologize there was a delay processing your refund. I was able to get with our accounting department and determine the amount will 154.89 total. 4.89 will be refunded to your card and 150.00 will be sent out as a check to the shipping address we have on file for you. Once again, I apologize for the delay and will send the refund receipts to your email address. 

  Thank you and best regards,

  Customer Answer

  Date: 07/05/2023

  
  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,
  
  ******* *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  Customer Answer

  Date: 07/20/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The customer indicated that he still has not received the promised refund check.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 07/21/2023

  Hello ******** 

  I have spoken with our accounting department and the check in the amount of 150.00 was mailed 07/03/23 to **** ***** ******* *********** ** ****** Please reach out to ****************** if you have not received it or if you have further questions. 

  Thank you,

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a mini split air conditioning unit that arrived with damage on the outside unit and it's rusting now. I contacted iwae about it but they said I wasn't fast enough to contact them and that I had 5 days to let them know about it. Once I received the unit I had to wait for the contractor to be able to come out. Once he did we noticed it and same day I contacted the seller but that's not fast enough for them. Spend thousands of dollars and now the unit is rusting since the protective coating has been removed when it was damaged crazy part is its only the mesh fence for the fan which is removable and I bet it's like a 30-40 dollar part.

  

  Business Response

  Date: 06/19/2023

  Hello ******

  We placed order number ********* on 06/16 for a replacement Air Outlet Grille for MrCool Ductless Heat Pump Condenser DIY-B Series. This is the part that you have shown in the photo you uploaded. I believe us sending this part has resolved this issue but please let me know if you have further questions or concerns. The tracking number for the part is ******************* You are able to track it by going to **************************************************

  Thank you,

• Initial Complaint

  Date:05/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 9, 2023, we purchased from this company, it was a bundle of costly components meant to work together. Items arrived and things started to go south as the information provided quite didn't match the items. After a few phone calls it was identified one of the sent items was wrong and wasn't comparable with the rest. Here was our response to the same frustrated phone calls. Hi ******** I disagree with your suggestion, your company sells the items as do-it-yourself and has them marketed as bundles, and these should work together; as a customer, I have no way of knowing that what was sent to me was incompatible. When installing the units, I noticed the provided wire diagram didn't match the units so I called your company to discuss it with one of your technicians; a customer service rep collected my information, and days passed without hearing from anyone from your company. I called again and talked to a sales rep who verified the order; the sales rep was apologetic while informing me that the units sent to me were incompatible and that your company would take care of the issue and make it right. To my surprise, the following day, I was able to get a hold of one of your technicians, and once again, he also confirmed I have incompatible units. The technician instructed me to use a wiring diagram from the installation manual and stated that none of the features would work only on and off because the units were incompatible. Should I repeat myself? The features are the main reason I purchased this bundle. Today 5/5/23 the solution to the problem was to send us a quote for a replacement item, however, they expect us to pay full price for a new item without refunding us for the wrong item. So technically they want me to pay for their expensive mistake. We have contacted our credit card to assist in resolving this matter as well.

  

  Business Response

  Date: 05/15/2023

  Hello ***** 

  We are very sorry you are unhappy with the purchase. You placed your order online, therefore you were responsible for choosing the system and checking the functionality before making the purchase. Due to you having already installing the equipment we were unable to do a return but we offered to sell you the Universal air handler at a large discount to help you with your situation. The condenser and air handler you have has been confirmed by our techs to be compatible, it just won't be a multi speed system that you can adjust. Instead, due to the central ducted air handler it is variable speed and not adjustable. You stated that you would rather get the Central ducted condenser but our techs advised against that and asked that you have a tech come out to check your duct work because they may be the reason the unit is sounding louder than usual. Once again I apologize for the situation. Please let me know if you would still like to receive the universal air handler at the discounted price. 

  Thank you,

   

  Customer Answer

  Date: 05/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: The company statement is misleading by not providing a timing of events. I purchased a bundle meant to work together with each component as advised and assisted by a sales rep in the process. One of the company's sales representatives as well as a technical both confirmed the received items were incomparable as well as another distributor.  At no moment during the purchase process, arrival or installation did I question the items to be incomparable, it was during testing after installations when I discovered the issue, and immediately contacted the company for a solution which has not occurred yet.

  You can see this in the attached email communication. 

  Sincerely,
  
  **** * ****** *****

  

  Business Response

  Date: 06/12/2023

  Hello *****

  I apologize that you are not happy with the options provided. The units are proven to be able to function together which deems them compatible by our technicians. They will not be able to function in multispeed but instead are variable speed and adjust as needed. I was able to get with upper management and determine we can quote you the discounted price of 2000.00 plus tax for the 5 Ton 18 SEER MrCool Central Ducted Heat Pump Condenser which is a discount of 759.00 before tax. We also are willing to give a discount on a scratch and dent 5 Ton 18 SEER MrCool Central Ducted Heat Pump Condenser but the discount would be determined based on the grade of the units we have available at the time of purchase. Please consider these options and let us know how you would like to proceed. 

  Thank you and best regards.

  Customer Answer

  Date: 06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: The options provided are unacceptable. Bottom line is a purchased from you because I wanted all the features that now do not work because of what you sent me. I want a replacement meaning you take the wrong unit and sent me the correct one. Your proposed solution suggests I pay for two units, why exactly would anybody to do that. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/27/2023

  Hello,

  You placed your order online, therefore you were responsible for choosing the system and checking the functionality before making the purchase. Due to you having already installing the equipment we were unable to do a return because it is against our policy. We have offered to sell you the 5 Ton 18 SEER MrCool Central Ducted Heat Pump Condenser at the discounted price of 2000.00 plus tax.  The condenser and air handler you have installed already has been confirmed by our techs to be compatible, it just won't be a multi speed system that you can adjust. Instead, it is variable speed and not adjustable. You stated that you would rather get the Central ducted condenser but our techs advised against that and asked that you have a tech come out to check your duct work because that may be the reason the unit is sounding louder than usual. I apologize for the situation but this is the option that my upper management is allowing me to offer. Please let me know how you would like to proceed.

  Thank you,

  Customer Answer

  Date: 06/27/2023

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

• Initial Complaint

  Date:04/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/11/23 I was quoted a price for 34 units. The price did not include line sets which were discussed with ****** the person preparing the quote. After acknowledging the line sets were not on the quote they proceeded to inform me they would be an additional 16 thousand dollars retail. They then said it was my fault. I believe this was done intentionally to reduce there price knowing I was shopping other companies. They then told me to get the money from my customer. They continued to say it was my fault I should have known that line sets were an additional line item. When reviewing the quote I counted all units and head units was unaware that line sets were different. When I called to ask where they were she was able to generate a list per our conversation but conveniently left it off the original quote. This is by far the most deceptive company I have ever dealt with. They also said I could return the order if I paid them 15 thousand dollars. Scam alert

  

  Business Response

  Date: 04/17/2023

  Hello,

  This customer contacted us 4/11 and notified us that they did not get linesets with the order. They had not come with the order due to them not being included on the quote that our sales representative had sent to the customer but the customer did accept the quote they were sent. The linesets were not paid for yet by the customer and the original price of the linesets needed for the order was almost 16,000 dollars. Through approval by upper management we were able to lower the price to 11,183.25. The customer agreed to that price and placed the order for the linesets 4/11/23. That order has been delivered today, 4/17/23. I apologize for the confusion and miscommunication but I am very glad we were able to reduce the cost of the linesets to resolve this issue. If you have any further questions or concerns regarding the situation let me know and I will be happy to assist.

  Thank you,

• Initial Complaint

  Date:03/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My handyman gave the rep here the square footage of the house (over 2000 sq/ft) and the idiot recommended a 45K BTU furnace that would barely heat a space of 800 sq ft. I found this out after the fact because my tenants have been complaining for months now that there’s no heat in the house (because the machine keeps cycling off) in the dead of winter in Colorado and I’m facing issues with Colorado habitability law because of it. I want my $4200 back and to never do business with a company this inept ever again in my life!!!!

  

  Business Response

  Date: 03/21/2023

  ****, good morning.
  
  I was able to review the details of this situation, and given the circumstances and issues you have faced as a result of our error, I was able to obtain approval for the equipment to be picked up from you, and once that is completed, a full refund of $4290.77 will be issued to you. Within the next day or so, you will receive an email with pickup information, and as soon as we have confirmed return tracking, we will submit your refund. I apologize for the inconvenience, but I am glad we were able to resolve this for you. Please contact me if you have any further questions or concerns.
  
  Thank you very much.

  Customer Answer

  Date: 04/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: Don’t ever order from these people! They still haven’t arranged anyone who can pick back up their crappy, undersized furnace and it’s been almost TWO MONTHS. IVE BEEN TRYING TO GET REFUNDED FOR A CRAPPY, UNDERSIZED FURNACE THAT SOME SALESMAN WHO DOESNT EVEN WORK THERE ANYMORE SOLD TO MY HANDYMAN THAT I HAD TO PAY FOR AND THEN RETURN IMMEDIATELY!!! IF YOU TRY AND CALL THEM, YOU CANT REACH ANYONE IN ANY DEPARTMENT AND NOW I HAVE NO CHOICE BUT TO SUE!!!!! THEY KEEP SENDING PEOPLE THAT WONT PICK UP THE PACKAGE AND NOW HAVE STOPPED RESPONDING ENTIRELY
  

  Sincerely,
  
  **** ***

  

  Business Response

  Date: 04/20/2023

  Hello,

  I have been in contact this week with **** to reschedule the pick up through through a different carrier. I sincerely apologize for all the issues our freight carrier ran into while trying to get the equipment picked up from you. On the first attempt the package was not correctly packed in cardboard and was a liability for the freight company to try and take from you. We offered to take all liability in order for the freight company to pick up the equipment but they would not accept. Now that it is packaged more acceptably we have scheduled through a different carrier and have emailed the paperwork to you to have this picked up. I have emailed you to inform me if you have any further issues with this pick up. If you do I will try to ensure this refund is processed back to you without us having picked up the equipment yet due to the issues you have had. Please reach out if you have any questions or concerns. Thank you.

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 4-5 Ton heatpump, Evaporator Coil, & Line Set from Ingram's on 1-03-2023. I returned the evaporator coil on 1-26-2023 upon learning it will not fit in my home. Ingram's received the return 1-30-23 (*** ********* tracking 397-310126). They claim the shipper (They choose) lost the item and delivered the wrong package. They state they have filed a claim with the shipping company and I will get my refund when they get there claim. I ask that the 15% restock fee be waived due to them holding my refund for an extended period of time and the fact they are being fully reimbursed, including shipping from *** *********. They tell me the line set will not work without the returned unit so I return it on 2-12-23 and pay $50 shipping out of my own pocket and have the *** receipt to prove so. Both items total $1,486,19 with tax. I receive a refund for both items on 2-15-23 for only $1,113.36. Even if I paid 15% to restock the 2ed item my refund should have been for at least $1.410.17. Ingram's still owes me at least $ 296.81.

  

  Business Response

  Date: 02/24/2023

  We were able to come to the agreement that we would refund this customer the 15% restocking fees that she paid on her returned items in order for her to withdraw her complaints. That amount came to 163.79 due to us not charging her restocking on the item she returned 2/12/23. 163.79 will be refunded by check back to the customer. She agreed to this arrangement.

  Customer Answer

  Date: 02/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19440928, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******
  
  

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• Initial Complaint

  Date:02/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The furnace I ordered from these people came with a faulty inducer motor and I can’t get anyone to give me a call back. This is incredibly negligent on their part and bordering on fraudulent when I launched my first complaint about it since my tenants had no heat in the house.

  

  Business Response

  Date: 02/20/2023

  Hello ****, 

  I apologize for the initial issues with your furnace. I reached out to you on February third and let you know we were able to order a replacement blower motor that same day and we expedited shipping. I'm glad we were able to get this issue taken care of for you.

  Thank you,

• Initial Complaint

  Date:10/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not get to make a purchase. Ingrams has a price match guarantee. I talked to ********** and he refused to match any prices. I also tried to use several discount codes for 20% that were deemed invalid.

  

  Business Response

  Date: 11/02/2022

  Mr. *********,

   

  I apologize for any confusion, but we are not currently offering any discount codes at this time. However, you may check back with us in the future for possible sales we may be running. As for the price match, I spoke to the sales rep you mentioned and reviewed the correspondence between yourself and the sales rep. It appears the sales rep was trying to price match like you had asked but was requesting a picture or link of the item you were trying to price match. Since that information was not obtained, the rep could not request a price match without knowing what we were matching against. I am aware that the information was finally given and we were able to price match one of the items you requested. If you need anymore assistance, please let us know.

   

  Thank you

  Customer Answer

  Date: 11/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:10/28/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is the absolute worst. They completely lost my order and have ignored all my emails for the past two weeks. When their support replied to me last, it was 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 *** and get back to me, but they 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 have attached receipts, shipment confirmations/tracking numbers, and even screenshots of the ridiculous conversions I've had with their team (when they actually responded). Everything is time-stamped with dates. At this point, all I want is my money back. That's it. Plain and simple. Full res files can also be downloaded here: *************************************************************************

  

  Business Response

  Date: 10/28/2022

  *********

  I sincerely apologize that your order was lost and you did not receive prompt service responses to correct that issue.  We are going to do our best to take care of this situation for you as quickly as possible by refunding your order. Our accounting department has refunded you for your order and we have sent you the receipt.

  Thank you,

  Customer Answer

  Date: 11/01/2022

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** *******
  
  

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