Ingrams Water & Air
View company profile →
24K Single Split Unit
Our review is currently mixed. I'm giving a 3 because of all of the communication issues we had with Ingram. We initially reached out via telephone to verify their hours as we are somewhat local to their office and was frustrated because with the initial attempt to contact we were unable to get anyone to answer the phone. The message kept saying we were que 1 with a 1 min wait time for about 22 min before transferring us to a voicemail. We ended up turning around and going home because we couldn't get anyone on the phone. A couple weeks later we decided to try again and drove there on a Saturday. That is when we met with sales representative Brandy Crouch. She was great! She provided us with the information we were looking for and seemed to understand and know the units. We were able to narrow down to a couple what we wanted. We decided to go home to measure and recheck prior to ordering a unit. We reached out about a week later with her and placed our order and decided to ship it because it would be fast since we were local and it would be hard for us to get to them before they closed to pick up. This is where it went bad again for us. The order was placed 5/30/23 @ 11:20 am. I received an email 5/31/23 @ 11:37am that it had shipped with a shipping number and a tracking number. It said it could take 24 hours to show up on carrier's site to track. Well, that never happened and we never heard anything from either Ingram or XPO (the carrier). Finally I called Brandy on 6/2/23 and she was out so I called a few times on 6/5/23 when I was able to get a hold of her to help me find my unit. She couldn't see anything either. Finally after some major digging by Brandy she could see something on XPO site that said they were waiting on customer. We had no contact from anyone once ordering about delivery until we reached out to XPO. They also had no explanation on the issue other than "we aren't used to getting local deliveries from them and it must have just got missed." We finally did receive our shipment on 6/6/23 after multiple phone calls. We were so frustrated we were ready to cancel the order and get a refund and let Ingram find our unit because of all the communication issues we had with them. Ingram could definitely work on their overall customer service skills. Once we were able to get an actual person (Brandy) our experience was good but otherwise not good. We are still waiting for it to be installed. Hopefully I can update on our review of the actual unit.