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:03/17/2025

  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 ordered an air conditioner system for Ingram's in October. In December I received a partial shipment that was incorrect, and never received the rest of the order. I contacted the company many times to return the incorrect order, and shipment the correct unit. Company said they couldn't ship the correct unit until the incorrect unit was returned. After many emails back and forth they said their shipping department couldn't find a trucking company to pick up the incorrect unit. 3 months of back and forth. I contacted the same logistics company and got a quote. Sent the quote to Ingram's. Finally got the unit picked up. Ingram's is now saying their system won't allow refunds and they have had my 5k since October. I want my money back.

  

  Business Response

  Date: 04/16/2025

  Good afternoon!

  I have reviewed the complaint and I want to venture on the side of caution on this one, it seems there was a delay in us receiving the complaint and the filing date. I reviewed all contact from Mr. **** and confirmed the refunded on March 28th. I reached out to our Accounting team and they provided the screenshot of the refund as well as the call we made to Mr. **** letting him know the refund was processed as well. Typically, depending on banking institutions that refund can take 3-5 business days but should have the fund by this point. If he hasn't received them then we can look further into this.

  If there's anything else I can do please let me know. Have a great day!

• Initial Complaint

  Date:12/05/2024

  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 purchased a brand new air handler and had it installed by a professional. On November 30, 2024 I purchased a heat strip which wasn't included in the initial purchase which I wasn't aware of. I recieved the part on Monday and paid for the installation. It began to work, however in the middle of tge night it stopped working. When I woke up it was 65 degrees. It never worked again. On Tuesday December 4, 2024 I had the tech come back and paid again only to find out that the heat strip fell apart which was the cause for non heat. After numerous attempts to rectify this no manager wanted to answer my call. I live in Florida and I have had no heat for my family. Ingram does not care about customers only about tge paycheck. At this point I'm only accepting contact from ******* Ingram or ***** Ingram.

  

  Business Response

  Date: 12/05/2024

  Dear BBB Representative,

  
  We appreciate the opportunity to address the concerns raised by ***** ********. We strive to provide excellent customer service and are always willing to assist our customers with their issues. However, in this case, we encountered challenges in resolving her concerns due to her behavior and lack of clear communication.

  
  We have had multiple interactions with ***** during which she was unruly and combative toward our team members. When we inquired about the specific problem she was experiencing, she refused to provide details or clarify her issue. Without this critical information, our ability to assist was significantly hindered.

  
  For your reference, we have attached the records of these conversations. We trust that the BBB will review them to better understand the context of our interactions with *****.

  To clarify, we remain fully committed to helping her resolve her concerns with the heat kit. Our technical department is prepared to diagnose and address any issues, provided we receive a clear description of the problem. ***** is welcome to contact our customer service team through the proper channels to begin this process.

  
  That said, we respectfully request that ***** maintain a respectful and constructive tone when communicating with our associates. We believe in fostering a professional environment for our team and customers alike, and we reserve the right to refuse service if such standards are not met.

  
  Thank you for your attention to this matter. Please let us know if additional information is required.
  

  Sincerely,

  ***** ******

  Product Team Manager

  Ingrams Water and Air Equipment

  Customer Answer

  Date: 12/09/2024

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

  Customer Answer

  Date: 12/11/2024

  I am requesting a full refund for the defective part. A part should not fall apart in less then 24 hours. The company sells faulty and not well made parts. I purchased a air handler ftom and deserved better customer service but instead received a cheap part .

  

  Business Response

  Date: 12/13/2024

  Please have ***** Send proof that the part is faulty. We will need pictures to verify that the product has failed and a tech invoice showing that the heat kit was uninstalled. Once these are provided we will being the refund process.

  Once again if she had stated all of this with our customer service team, we would have graciously asked for these and been quick to resolve her issue. But since she refused to tell our team members and even the manager, she is prolonging her own process.

• Initial Complaint

  Date:10/24/2024

  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 09/13/2024, I ordered two RunTru hvac system, 16 seers 2 heatpump units on its website.
  The description of the equipment were clearly specified by them. When final the equipments were delivered, I noticed the AHRI numbers belong to 14.3 and 15.2 seer2 . And started to call and email to this company for clarity on this matter. Since in Florida Hvac contractor must install equipments following the ecalcs specification for
  every work. And 14.3 -15.2 not meet this
  specs. I requested a return and they not answer with a real solution, instead their website when down to "maintaince" but I believe they are rewriting all the fake descriptions on it. But I have screenshot shop of everything.

  

  Business Response

  Date: 11/04/2024

  ****,

  Thank you for reaching out to Ingram's Water and Air Equipment, and we appreciate your business. Currently we are reviewing your situation with our upper management team. We look forward to finding an applicable solution for you and we will be reaching out to you on 11/5/24.

  Our goal is to ensure that we have regular communication through email to ensure that you are made aware of the processes that we are working though as we move forward. Please make sure that you are checking your email regularly for updates.

  Thank you for your time and patients,

  ***** ******

  Sales and Product Team Manager

  Ingrams Water and Air Equipment

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair 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.

  The company sold me a line set for *** ***l DIY precharged line sets. Upon installation the line set brazing failed and all the coolant leaked out of the system. Now my tenant has no heat and we are on a cold mountain with freezing temps. Ingrams passed me around for the whole week and then passed it off to *** ***l who is no help either. If Ingrams doesn’t back products they sell they should not be selling them.

  

  Business Response

  Date: 11/04/2024

  As I review this complaint, It looks to have been approved and sent a replacement out for the guest.

  
  
  •Oct 21 16:10
  Dear ****** ******,
   
  We are pleased to inform you that your *****L warranty order for your replacement air line set has been successfully placed. Your order reference number is **************.
   
  Please be advised that once your order has been shipped, we will send you another email which will include your tracking number. This will allow you to monitor the status of your shipment and track its delivery progress.  Your warranty order is being delivered to:  **** ******** *** ********* ********** *****
   
  
   
  

   

  Dear ****** ****** ,
  Your package is being shipped through AVERITT
   
  With this tracking number, you can monitor the progress of your shipment by visiting the shipping company's website or using their tracking app. We have also included the tracking number below for your convenience. Please note that it may take some time for the tracking information to be updated once your package is in transit. However, rest assured that we will do our best to ensure that your package arrives to you in a timely and safe manner. 
   
  Tracking number: 0298024135 
   
  Kindly be aware that if your order is being shipped via freight, the freight carrier will reach out to you once they arrive at their docking hub to arrange a suitable delivery date and time. It is important to note that if they are unable to contact you, there is a possibility of them returning the shipment to our fulfillment center. Therefore, please remain vigilant for any incoming calls from the freight carrier regarding your delivery.
   
  If you have any questions or concerns about your shipment, please don't hesitate to contact us. 
   
  Thank you for your continued support,
  Tabitha

   

  Customer Answer

  Date: 11/04/2024

  
  
  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 interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:08/28/2024

  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.

  Hello, I bought a 4-5 Ton air conditioner for my house. The equipment arrived 10 days ago with a lot of damage. I contacted the company and they told me that it is a problem with the carrier, that disputes with them usually take 120 days, and that they are only willing to give me $120 dollars in compensation. The air conditioner cost me a total of $4,673.78. We communicated by email and they always repeat the same thing, that it is not their problem, that I should make a claim to the transport company. I sent them photos and everything is documented with the emails. Is there anything I can do? I just asked that they replace the damaged air conditioner with a new one. Thank you.
  If you respond by email it would be great, I only speak Spanish, Thank you
  
  Website* ***************** ***** * **********

  

  Business Response

  Date: 08/28/2024

  Customer was informed 8/27/24 the previous system will be picked up and replacement with brand new equipment as requested. 

  Customer Answer

  Date: 08/29/2024

  
  
  Better Business Bureau:
  
  
  
  

  Hello, I am very satisfied with the response from the company thanks to your intervention. I will wait to receive the order to close the case. Thank you very much for the mediation.

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:06/12/2024

  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.

  My unit has never worked correctly. I was contacted by a representative of Ingrams who refused to accept accountability and continued to interrupt me. I have provided documentation regarding the numerous service calls and parts thrown at this unit and it is still not working right. The unit is under warranty and they are trying to make me pay even more for faulty equipment. This needs to be fixed by either ***** or ingrams. Neither one is excepting responsibility for the faulty equipment they supplied.

  

  Business Response

  Date: 06/12/2024

  Working with the customer on a resolution. Requested tech invoices from previous visits. The customer has provided home warranty receipts. Waiting on additional information.

  Customer Answer

  Date: 06/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have provided sufficient evidence that there has been an ongoing issue with this AC unit and that it is not adequetly cooling the property.  A 3 ton unit should be able to cool 1501-1800 sq ft in zone 1 (my location) currently my property is cooling around 1200 sq ft and there should be no reason for the system to not work correctly for the past 4 years.  Numerous documentation of the issue has been provided and shows that the RunTru unit is underperforming and not working correctly after repeated attempts to resolve the problem by myself. 

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

  

  Business Response

  Date: 06/19/2024

  Left customer a voicemail on 6/19/24. Ingram's will be assisting the customer with a new 3-ton ***** condenser and air handler. The order has been placed and will ship to the customer. The customer should be notified by email for confirmation of the order.

  Customer Answer

  Date: 06/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I recieved an email for an airhandler replacement, when I asked for clarification I was informed to deny acceptance of delivery for the airhandler and they would send the entire unit.  Now I'm advised they are sending a condensor, still doesn't include an entire system.  It seems the internal departmemts of Igrams are not speaking to each other or informing incorrectly of what they are doing.  All of this this still isn't going to fix the ongoing issue for the unit not working as it will then cost almost 2k to have the new unit installed, and who is going to cover that cost? After 4 years of constantly working w ***** and their certified technicians and no one has fixed the unit correctly, I should not be liable to cover the installation costs for a lemon unit to be replaced for an on going issue of 4 years. 

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

  

  Business Response

  Date: 07/01/2024

  Ingram's Water and Air is currently awaiting confirmation from ***** that the condenser has been returned. Once we receive confirmation from ***** that the item has been received, we will proceed with placing an order for a new air handler and condenser for the customer.

  Customer Answer

  Date: 07/02/2024

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

  They need to replace the entire unit and install the replacement.  This has been ongoing for 4 years, very well documented, and I even used techs verified and suggested through *****'s own website to be ***** certified, as well independent 3rd party techs, and even home warranty techs and the issue has yet to be resolved. *****'s own certified techs did not fix the problem with their equipment numerous times in the 4 year period. They need to accept that the equipment is faulty, their certified techs failed to rectify it numerous times, and they need to make it right by replacing and installing the new unit. 

   

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

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: They need to replace the entire unit and install the replacement.  This has been ongoing for 4 years, very well documented, and I even used techs verified and suggested through *****'s own website to be ***** certified, as well independent 3rd party techs, and even home warranty techs and the issue has yet to be resolved. *****'s own certified techs did not fix the problem with their equipment numerous times in the 4 year period. They need to accept that the equipment is faulty, their certified techs failed to rectify it numerous times, and they need to make it right by replacing and installing the new unit. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

  

  Business Response

  Date: 07/08/2024

  
  An order was placed for the customer at no cost, providing a new condenser and air handler from Ingram's Water and Air to replace the original units. Please note that Ingram's does not provide a labor warranty and will not cover any additional costs beyond the equipment provided.

  Customer Answer

  Date: 07/10/2024

  
  
  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 interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:04/30/2024

  Type:Service or Repair 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 purchased a 3Ton 15 seer central air condenser and a 3Ton evaporator coil for 2,060.72. The units arrived on 4/4/24. I had the unit installed on 4/12/24. The unit didn’t work after being installed. I called to return the unit on 4/15/24. I was told I could not because it had been installed. I wouldn’t have known that it didn’t work until it was installed. I received a replacement part on 4/19/24 . I had Emergency heating and air come out to install the control board (replacement part) on 4/22/24. I was told by the 2nd installer that it was something else. They spoke with Mr. Cool technical support. The second company was told that they were sending out a fan and a small control board. I haven’t seen or been updated on the repairs of this NEW unit. I was told that they were going to pay for all the additional service from the license HVAC.

  

  Business Response

  Date: 05/01/2024

  Hello,
  I apologize for any inconvenience you have experienced with your purchase. I was able to confirm that your items should both be arriving on 5/1/24 through UPS. I've attached both tracking numbers for better clarification. Please let us know if you need any further assistance, and once again, our sincere apologies for the miscommunication. Thank you

• Initial Complaint

  Date:03/04/2024

  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 am writing to file a formal complaint against Ingrams Water & Air Equipment regarding their failure to honor the warranty on a mini-split heating and cooling system that I purchased from their company. Despite numerous attempts to resolve the issue through troubleshooting with your technical support team over the phone and via email, as well as seeking assistance from our HVAC installer, the problem remains unresolved due to Ingrams' refusal to provide a replacement part covered under warranty.
  
  The mini-split system in question, purchased on 01/28/2023 (Shipment ************** for Order #*********, Invoice # *********), has been experiencing a faulty part issue. Since discovering the issue, I have diligently followed the troubleshooting steps provided by Ingrams' technical support team on multiple occasions. However, these efforts have proven futile as the problem persists, indicating a clear malfunction in the unit.
  
  In an attempt to expedite the resolution process, we engaged the services of a professional HVAC installer to assess and troubleshoot the problem firsthand. Following a thorough examination, it was confirmed that the issue lies with a defective part within the system, which necessitates a replacement covered under the warranty agreement. Despite providing all necessary documentation and evidence of the malfunction, Ingrams Water & Air Equipment has failed to fulfill its obligation to honor the warranty and provide a new part for the system's repair.
  
  The inability to use the mini-split system has not only caused inconvenience but also resulted in discomfort and additional expenses incurred due to alternative heating and cooling arrangements. Furthermore, the lack of responsiveness and failure to address the issue in a timely manner reflects poorly on Ingrams' commitment to customer satisfaction and adherence to warranty agreements.

  

  Business Response

  Date: 03/11/2024

  ****** **********

  Thank you for reaching out. We will be reaching out to you shortly to understand the problem and work towards a quick resolution for you. After reviewing your complaint I show nothing Ingrams side where you have reached out to let us know you were having a problem.

   

  We will work promptly to get you taken care of.

  Thank you for your time,

  ***** ******

  

  Business Response

  Date: 03/19/2024

  Technician attempted to reach the customer on 3/19/24 and left a voicemail. Once the customer calls back, we will work with them for resolution

  Customer Answer

  Date: 03/25/2024

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

  Customer Service for Ingram's has called me to setup a call with my technician and their technical support member to troubleshoot to try to resolve the problem.  This is now the third time we are troubleshooting this same issue.  I am not confident this will be resolved. My technician and technical support are scheduled to troubleshoot on 3/26/2024 at 9am.  If no resolution is found i expect Ingram's to honor their warranty and replace any parts/units that are not functioning properly.  Thank you 

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

• Initial Complaint

  Date:01/22/2024

  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.

  Purchased the diy unit for my new build, we installed it and the heat doesn’t work. We contacted Ingrams, submitted the pictures via email as requested on 1/10/2024. We were told a ticket was submitted and would be hearing from the tech dept. As of today we haven’t heard from them. It has been in the negatives the past week and I have not had heat. The headquarters to *** ***** Ingrams is 30ish minutes from me but no matter how many calls I make to them I get nowhere. I had one agent tell me last week when I asked for a supervisor that she would have to call me back because their building was being evacuated, I called right back and another person answered- they did not evacuate the building. They were more than happy to sell me the unit (that I purchased in their facility, not online or over the phone) and ASSURED me it was covered under the same warranty as a new unit but now when it comes to needing help they do not have time for me. I haven’t gotten to use the unit to be able to speak to whether or not it is a quality product, but based on the customer service I wish I had gone another route. I am disabled on a fixed income, I do not have the means to be able to purchase another unit to be able to heat my home. I feel like I have been taken advantage of and dismissed.

  

  Business Response

  Date: 03/11/2024

  Thank you ******* for your patients.

   

  It looks to me as if ****** has solved your issue and your unit has been replaced. If this is not the case please reach out so we can help you get this taken care of. Or if you have any more issues feel free to call. 

   

  Thanks,
  ***** ******

  Sales Manager

  Customer Answer

  Date: 03/12/2024

  
  
  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 interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other 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 via Venmo to @bbbcefky or mail your donation 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:11/06/2023

  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 got a 3 Ton MrCool Universal Central Heat Pump on 11/14/22. After I installed it, it didn't heat more than barely warm on a 40 degree day. I contacted Ingram's and said there was a problem with the unit, they told me to get an HVAC technician to look at the it. I called every HVAC tech around, and couldn't get anyone to look at it. I contacted Ingram's and told them, nobody would come out, and that I would like a refund, because it was well within the 30 days to get a refund that they have on their website. They refused to give a refund until a tech would come look at it. about a month later, I finally got a tech to come out (as a favor to my dad he said) and after some tests, he said there was a problem with the unit, and it needed replaced. I contacted Ingram's again, and tried to get a replacement or refund, and again they refused. They said to have the tech add refrigerant to the unit. By this time it was too cold for him to add refrigerant, so it was late spring before he added it. The A/C seemed to work, but I didn't use it, because I had a window A/C unit I use. Now, a few days ago, I turned the unit on, and now it doesn't even get as warm as it used to. I contacted Ingram's again, and they said to get an HVAC tech to check for leaks. The tech that helped before, said he won't be doing anymore work on my unit. So I called around again, and nobody will come look at it. I'm tired of trying to beg HVAC techs to come look at a unit that was sold to me as a DIY unit. That was the main reason I bought it in the first place. I went all winter last year without heat, and I'm not going this year without heat. All I want is a refund, a replacement unit, or at least store credit for the amount I paid. If something doesn't happen soon, I'll be looking into legal action, because I'm not going to just loose almost $4000 on something that hasn't worked from day 1. There was a lot more problems I had with this company, but I cant fit it in with the character limit.

  

  Business Response

  Date: 01/02/2024

  Dear *** ******

  
  I trust this letter finds you well. I am writing on behalf of Ingram's Water and Air, and I would like to extend our sincerest apologies for any inconvenience you have experienced with your 2 to 3 Ton 20 SEER MrCool Universal Central Heat Pump Split System.
  
  We understand the importance of a properly functioning HVAC system, especially given the climate conditions we often face. Your comfort and satisfaction are of utmost priority to us, and we regret any disruption you may have encountered.
  
  In order to assist you better, we are gathering  information from your previous tickets and will be reviewing this with our upper management team to better resolve your issue.
  
  Best regards,

  ***** ******

  Sales Manager

  Ingram's Water and Air Equipment

  [email protected]

  ************

  *** ***

  Customer Answer

  Date: 01/04/2024

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

  I've been in contact with someone from Ingram's (or mrcool) and helping them to try and figure out why this system isn't working. They said its low on refrigerant, even after an hvac tech filled it with refrigerant last summer. The hvac tech said he thought there was a problem with the reversing valve, but was told to add refrigerant anyway, and now its the same story happening again. This system hasn't worked since the day it was installed, and this is the second winter that I've had to go without heat.I'm done dealing with this system. I gave some options before of getting a replacement system or store credit, but now I want a refund. This system should have been replaced when I first told Ingram's it didn't work, but I tried working with them to have it fixed, but I'm tired of messaging them and sending pictures of everything, just to be told the same thing I was told last year. I want a full refund, or I'll be looking into filing a lawsuit. 
  
  
  
  Sincerely,
  
  
  
  **** *****