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 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.
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.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.6 | 1,000 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review May 2025.
| 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 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“Lindsey provided fantastic customer service”
“Ingrams customer service said there is nothing they can do”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Appliances.
| Company | Overall | Legit | Service | Delivery | Quality | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 4.6 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 4.6 out of 5 (good) | 4.3 out of 5 (good) | — | 1,000 |
| 4.5 out of 5 (good) | 67 out of 100 | 4.3 out of 5 (good) | 4.4 out of 5 (good) | 4.1 out of 5 (good) | — | 1,000 | |
| 4.2 out of 5 (good) | 100 out of 100 | 3.4 out of 5 (fair) | 3.5 out of 5 (good) | 3.2 out of 5 (fair) | +5% | 743 | |
| 4.8 out of 5 (good) | 100 out of 100 | 4.3 out of 5 (good) | 4.1 out of 5 (good) | 4.3 out of 5 (good) | — | 1,809 | |
| 4.7 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | — | — | — | 1,004 |
Bottom line: Ingrams Water & Air is #3 of 5 on overall rating in this group.
1,000 reviews of Ingrams Water & Air. Filter by what matters to you.
I have had nothing but trouble with the Mr Cool mini split unit. Two compressors have gone out in 4 years. These are covered by warranty but be warned you are asked to pay for shipping. In my case $238. This unit gets very little use as it is at our lake home. There is obviously a flaw in the compressor design. I do not understand how Mr Cool gets any good reviews.
Worst company ever do not buy a single item from them. I bought a $4k a/c system from them, I opened the box and it looked like a forklift hit the side of it. My installer said it was unuseable. Ingrams customer service said there is nothing they can do. So there "new" units are literally scrap metal, I will have to spend another $4k on another new unit and it absolutely not be through the SCAM COMPANY Ingrams Water & Air.
I would leave no stars if possible..my mom's furnace went out..bad time of year...can't get a hold of no one...ordered furnace they had advertised...paid for it...two weeks go by..no receipt, no email..nothing...mom gets a hold of them finally...they don't have that furnace...one similar is going to cost more...order it..no email no receipt no communication..left many messages phone calls etc..nothing..never use them again and I recommend no one else does either...
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You want me to be honest OK I bought a Mr cool 5 ton heatpump diy unit one year and 4 months later it stops running. So I called Ingram's to get a tec to contact me tobsee if we can figure this out on how to fix it. So Ingram's customer service put a ticket in for a tec person to call I explained to customer service how Important it is to get the heat up and running due to the fact I have two very old people depending on the unit to keep them warm at night two days later I still have not heard from them at all tomorrow will be three days yeah I'm pissed if I spend my hard earn money on unit that I depend on to keep my old ass in laws warm and it stops in 1 year and 4 months and i can't get anyone to contact me I was going to buy two more units one for down stairs and one for the master bedroom. But now after seeing Ingram's really don't give a damn no I best get my other two units from someone else.
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!
reputation
A grade A air handler ordered was delivered but it was delivered damaged and the damage caused could not have been done by the trucking company that they had deliver it. There was zero damage to any of the packaging materials including the inner plastic and cardboard but the unit has a lot of damage so therefore it had to be packaged prior to packaging and shipping. They immediately tried to get the trucking company to pay for the damage that they clearly didn’t do. When that failed they went silent so effectively refusing to replace the damaged air handler. I also had to replace at my expense a 3 ton condenser that had issues from day one. They refused to replace it also. So if you want customer service after purchasing anything purchased from INGRAMS. STAY AWAY FROM THIS COMPANY ! Ps Just so you know this was the third system purchased from Ingrams. If they won’t do the right thing for me what do you think they will do for the people who only purchase 1 system.
I had a warranty problem on my furnace Mr Cool. Still waiting for parts to fix it I report the problem December 26th 2023 it is now January 22nd still no correspondence and why I haven't received my part I've text numerous times for an answer not ever getting an answer other than it is warranted. It took five people and four service calls from complete home comfort. to get this part ordered that was defective from the start. I still haven't been contacted of an ETA and this part that I need. I suggest never ever buying a Mr Cool furnace because parts are too hard to get. That's why you only got one star.
When order was delivered I was missing 4 indoor units. The website is a mess and no one you talk to has a clue what they are doing it’s always send it to another department. I have a customer waiting on these units and still haven’t received the full order. I will never use this company again.
I received a damaged package unit. It was concealed damage so I could not note the bill of lading or leave a complaint with the shipping company. I also ordered a propane conversion kit that was not shipped with the unit. I had the installation scheduled the following week after receiving the unit. It took a few more days to get the pad ready, etc than planned. So I unboxed the unit and found the end panel crushed in. I removed it and found obvious damage the condenser coil. I contacted your customer service and got the run around for approx 3 weeks. I could not speak to anyone who make a decision and finally a month after the unit was supposed to be installed, I had to try and repair the unit the best I could so hopefully no one would notice. It cost me a customer who claims they will not use me again and I feel the same about you. I have bought a considerable amount from you, but probably will not again.
THEY HAVE NO RESPECT FOR THE CUSTOMER AND THEY LIKE SALES BUT NOT RETURN AND ALSO THEY NEVER SHOW ME THE POLICE OF THE COMPANY WHEN I DID MAKE THE ORDER. ALSO, WHEN I MADE THE ORDER THEY NEVER ASKED ME FOR THE LONG LINE SIZE THAT I NEEDED. THEY ONLY SELES 25 FT LINE SIZE. I FOUND A LINE SIZE IN LOWE 35 FT BUT THEY SAY IT IS NOT TO RETURNED.
Like myself, you may get completely damaged goods a day after the delivery company states they will deliver it. After you have taken the time out of your busy work day to wait between the delivery window of 10am and 5pm to find out after calling them at 5:30pm that they don’t know where the furnace is. Then to get a call back saying they found it and will deliver the next day. They need to hold the company they use for delivery way more accountable or be willing to take matters into their own hands and refund or replace the damage that was done. Try to avoid if you can. Save yourself the hassle and money.
Still waiting on parts!!!!! Very disappointed!
I received the AC unit late,Also my AC technician checked the unit because it had been damaged and It was out of freon so he put some in it and waited for about 45 minutes and it had leaked down some, so now I’m in the middle of winter with no Heat or AC unit because I need a package unit, now I’ve been told it will cost me an extra $569. To replace it, and they will not replace it until they get it back so they can check it out. Bummer 😡😡😡
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.
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 have ordered equipment on 11/9/23 and it is now 11/22/23 and have still not received equipment.
Mr. COOL INITIALLY GAVE WRONG PART NUMBERS FOR TWO PARTS NEEDED. SENT BACK iNGRAMS SENT TWO PARTS ONE CORRECT ONE INCORRECT . iT HAD 1/4 IN FEMALE INSTEAD OF 1/2 IN AFTER GOING AROUND SEVERAL TIMES INCLUDING SENDING PICTURES i WAS TOLD THEY DONT HAVE PART I ASKED FOR A REDUCER THAT HAS 1/2IN FEMALE TO 1/4 IN MALE I WAS TOLD THEY DIDNT HAVE THAT EITHER. WASTE OF SEVERAL DAYS TIME.
#320038....I bragged on you when we first purchased, and even told all our customers about your company, but i must take that all back now, Communication has sucked, and i have had to call in order to get any answers of why my fan motor , which is under warranty , has not been sent. I was offered $100 to take my google review off, which i will NOT be doing , actually will be adding to it, and 3 weeks later after filing a claim, found out that my motor is on back order , and i can order my own and MAYBE have the claim paid for IF its an OEM item. Why the hell offer a 10 year warranty if you cant stand behind it ? I just wanted a motor, instead of sitting in the cold for 3 weeks. Thanks for nothing. And wouldnt ya know it , i clicked unsatisfied with the service i was given , and i wont let me update that... HMMMM just one more thing for me to post on google
If I could give this company a zero star I would! We paid full price for our Geo unit in July of 2022, told it would be delivered in 12 weeks…it’s Oct 2023 and we are finally getting our full unit. Their customer service is horrible. Their ability to provide their product in a timely manner is horrible. Had their staff been honest with the time frame of delivery, we would have asked for a refund and went elsewhere. But they constantly told us 3-4 weeks out over and over and over again! If you are looking, I would def look at other companies!
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.
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