Ingrams Water & Air is a wholesale provider of heating, air conditioning, and water filtration systems, offering products from well-known brands such as Goodman, MrCool, GeoCool, Trane, and Gree. The company specializes in delivering a wide range of central air conditioning units, heat pumps, and generators, catering to both residential and commercial customers.
With a focus on energy efficiency and reliability, Ingrams Water & Air serves contractors and consumers looking for affordable HVAC solutions. The company’s extensive product catalog includes options for indoor air quality and alternative energy products, making it a comprehensive resource for those in need of climate control systems. Customers can access detailed product information and shop conveniently through the company's website, iwae.com.
Ingrams Water & Air has a positive customer experience.
Ingrams Water & Air receives high praise for its customer service, with many reviewers highlighting the helpfulness and responsiveness of staff members like Lindsey and Brandy. Customers appreciate the knowledgeable frontline servers who provide quick assistance and expedite orders effectively.
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However, there are significant complaints regarding product reliability, particularly with the Mr. Cool mini-split units, which have faced multiple compressor failures. Some consumers express frustration with the company's shipping policies and lack of communication, noting difficulties in reaching customer service when issues arise. While many customers report satisfaction with their purchases and the overall service experience, the negative feedback about product quality and customer support consistency cannot be overlooked.
1,000 customer reviewsLatest review over a year ago
Where the score comes from
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
4.6
1,000
100%
● Low
4.6 / 5 overall
=
1,000 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review May 2025.
Last 3 months
1.0
12-month avg
1.7
All-time
4.6
Category avg
4.3
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Aug 24
1.0
1
Sep 24
5.0
1
Oct 24
1.0
1
Nov 24
—
0
Dec 24
1.0
1
Jan 25
—
0
Feb 25
—
0
Mar 25
—
0
Apr 25
1.0
1
May 25
1.0
1
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
Top praiseof 447 positive reviews
Customer service39%
173 mentions
Delivery37%
165 mentions
Fast & efficient31%
138 mentions
Helpful support24%
106 mentions
“Lindsey provided fantastic customer service”
On “Customer service” · Feb 28, 2024
Top complaintsof 40 negative reviews
Customer service45%
18 mentions
Shipping28%
11 mentions
Payment issues23%
9 mentions
Delivery15%
6 mentions
“Ingrams customer service said there is nothing they can do”
On “Customer service” · Apr 24, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Appliances.
Overall rating and review count for this company and similar companies
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. They don’t answer calls, emails, or voicemails.
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.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
Once I received my kit, I feared I had not gotten long enough line sets. I called customer service and expressed my concern and was assured that I could return & exchange for a longer one. Once I was reassured I returned to my project with an open mind and discovered that what I ordered was sufficient!
Good communication and customer service. The delivery driver put the Mr. Cool Universal where requested.
The delivery took place through the Holidays and even in snow.
Pre order questions were answered completely. Ordering process on the telephone was quick and easy. Shipping was very fast. Will definitely use them again.
A flawless purchasing experience. Matthew McKinney in Sales was responsive and helpful every step. I picked up the equipment rather than having it shipped, and he made sure it was ready and waiting. Will definitely do business with them again.
Long waits on telephone calls. Took 7 days to get a call back from tech/warranty. After speaking with technician
Things we handled in a satisfactory manner.
Atina L. and Tammy got my problem to tech services quickly and I got a solution! After a week away for Thanksgiving I was able to get the units working. Thanks again!
Answers the call then returned my call with the right part . Told me that it would be sent out the same day.I received the part in a timely manner that fixed my problem.
Spent approx $7000 in last six months and called them in august with a question about line set size no one ever called me back. purchased 2 ton run tru heat pump went to install on 11/26 and found txv valve was damaged. called on 11/27 at 11 am to get new valve left call back number and no call from them yet. when you call to purchase equipment they cannot take your order fast enough Ispend alot of money on equipment every year and i will never do business with them again i purchased equipment from another on line supplier and they have awsome customer support I like the run tru equipment but the equipment is no good to me if this company is not going to stand behind it
I am a retired chief engineer for a very large hotel chain with an extensive HVAC background, both commercial and residential, including college and 35 years experience. I have researched the Mr. Cool brand, units and this distributor for some time now, before deciding to make this purchase.
Ingrams Water and Air: This distributor absolutely has the best price, hands down, on the market. I have studied on this for over a year before coming to the decision to purchase. Ingrams has a “A” rating with the Better Business Bureau and in analyzing the negative complaints filed against them, I found that most appear to be DIY'ers who either got in over their heads or who do not understand the nature of the heating and air industry. Always remember, the buck does not stop with the distributor but with the manufacturer. Distributors have no control over warranties and manufacturer policies. A prime example, you will never get a manufacturer to pay for lost refrigerant due to a part failure. Getting mad at the distributor accomplishes nothing.
Mr. Cool 3.5 Ton Gas Pack Unit: The description, condition and quality of this unit is very well laid out on the Ingrams Water and Air website. All needed publications for information, owner's manual, specs, installation and troubleshooting are prominently displayed for download on each unit page. Having at will access to all these, with an absolute minimum of trouble, allowed me to be able to calculate my new gas line needs, electrical requirements and placement for replacing my old unit, an all electric package unit, with this new Mr. Cool gas pack. I was also, able to calculate as to whether my old ducting was adequate for the sizing of my new unit and adequate for the purpose before purchasing.
Shipping: The unit arrived in three days from the placement of my order, which I found to be a surprise. It was shipped via a very reputable LTL carrier whom I have done business with for over 35 years. I was very pleased with that. I was promptly contacted by the carrier upon the unit's arrival. The carrier was unable to make the delivery from their dock to my location due to the size of their delivery vehicle and inadequate maneuvering room at my location. That is not the fault of the distributor or the carrier. I arranged to will-call for the unit with my pickup and trailer. I removed the light cardboard cushioning and shrink wrap and inspected the unit for damage with the carrier's representative present. I had no damage. The attention to detail and planning put into this unit so as to insure no shipping damage was excellent. The unit base frame has attached cushion bumpers around the fork lift access holes to keep the forklift from making contact with the unit and bending or damaging it during transfer movement, which is where the most damage occurs to things being shipped by LTL carriers. The unit is clearly marked with all needed informational decals identifying the locations of the accessories needed for install and for the additional accessories that I purchased, i.e. thermostat, etc... The unit arrived in excellent condition and was as described by the distributor and shipping was better than expected. The appearance and quality of this unit was excellent upon inspection. I was impressed at it's appearance. This unit is somewhat larger and heavier than my old unit but seems to be better made and much more substantial. The duct ports are close to those of my old unit and can be accommodated with a little minor sheet metal work. No LTL carrier is immune to knuckle dragging forklift monkeys who could tear up a chrome plated cannonball without even trying, so I am not being overly optimistic here. No amount of pre-planning will protect you from mouth breathers on forklifts.
I have had a golden rule for 45 years; Say what you are going to do and always do what you say! This distributor appears to practice that rule well. These guys ain't Amazon but they ain't far from it, either!
Ingrams Water & Air is a wholesale provider of heating, air conditioning, and water filtration systems, offering products from well-known brands such as Goodman, MrCool, GeoCool, Trane, and Gree. The company specializes in delivering a wide range of central air conditioning units, heat pumps, and generators, catering to both residential and commercial customers.
With a focus on energy efficiency and reliability, Ingrams Water & Air serves contractors and consumers looking for affordable HVAC solutions. The company’s extensive product catalog includes options for indoor air quality and alternative energy products, making it a comprehensive resource for those in need of climate control systems. Customers can access detailed product information and shop conveniently through the company's website, iwae.com.
