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.
First, customer service got my name wrong so when I called in they couldn't find the order. Customer service and the parts department weren't on the same page. finally got the new motor after numerous calls asking for shipping / tracking number. Once it arrived it worked perfectly.
Took 2 days to get the item I needed price and 3 days to ship item after ordering. I have still not received item yet. Victoria customer service has been good.
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.
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Great customer service. No criticisms of Ingrams. However, UPS took a long time to deliver and the package had a hole in it. Driver said he'd make a note but it seemed the contents were there, so I declined. As far as the MR.Cool cleaning kit goes - major waste of money. The aerosol spray wasn't of sufficient quantity to complete both the compressor and the air handler. The cheap and I'm being kind spray bottle and spray handle leaked and wouldn't hold pressure, resulting in a dribble of flushing water to be dispensed. Lastly the bra that suspends under the air handler was constructed of cheap elastic and plastic which leaked also.
This is my second purchase from Ingrams. The first time, they were excellent. No issues and they went above and beyond to support my purchase and answer questions. The second purchase was a different story. I eventually received the correct item, but it took over two weeks and a dozen phone calls to eventually get the correct person on the phone who could solve the issue. Bottom line, I purchased a scratch and dent item, the wrong lineset was sent with the condenser, and they passed me around to person after person, when all I asked for was the correct lineset to be mailed out. They even tried to send me to the manufacturer, who obviously can't fix their error. Once I spoke with someone in tech support (I had repeatedly left messages with tech support), he immediately confirmed my issue and overnighted me the correct lineset. Excellent service, once you get past the general customer support team. I would still give Ingram's a chance in the future, but there needs to be some serious QC inspection and CS procedural change.
I am now told that parts are warranty if licensed heat and cooling person works on the furnace, if I would’ve known at the time of purchase 2 years ago I would’ve bought from someone else. I know how to install and work on furnace, just not licensed.
Salesman was great. Shipping was great. Unit itself is great. Tech support was very disappointing. The included manual, the website manual and the cover panel all had different information on settings for 2 ton / 3 ton. Dip switches. Called tech support 3 days in a row. Several times each day. Leaving messages and return call information. Not one person ever responded back.
You lost my order, I didn't know until I called a week later and then you reordered. I got my part in four days after reorder.
Poor customer service, in regards to damaged parts and equipment, and the waiting time to replace a damage part is not customer friendly, i know that things can happen that you have no control of, but some better arrangement should be put in place with your company and the makers of these equipment to resolved issues of damaged parts or equipments much quicker, the customer cannot wait for days to have there unit fix or replace, the sales person did well and was very helpful and that was a plus.
Super courteous and helpful throughout the entire process. Always available to answer questions, but they did give e the wrong information. I was told I would need 8/3 romex to hook the machine to my house. I only needed 8/2. There is no place on the machine to hook up the extra wire, so I have to dead head the neutral at my circuit box and at the machine or AC disconnect. It cost me an extra $7 I didn't have to get the 8/3. More than a little disappointed.
Bought a scratch and dent unit, got ready to install and it was wrong line set. Called and they said they’d happily exchange for correct set. Sent someone over and they wouldn’t exchange because they didn’t have the box, condenser, and installation accessories! Half way back to the job site, they call, apologize, and say come back warehouse workers were supposed to just simply switch line set. 3 trips later, unit installed and running. So if you get a S&D unit check box for accuracy before leaving.
The salesman at ingrams was great, The shipping they chose is horrible, Estimated delivery was Monday, got a call 3 days prior to the day for Tuesday delivery, Called shipping company, was told in a nutshell they’re not sure what day it will come that they are short staffed. And this is a royal area that they only come to a few times a week if that. Needless to say not happy.
The people i talked to were nice,attentive folks. They tried to help me to the best of their ability. But could never get in touch with tech department, just needed to reach tech department and thats probably overwhelmed due to the heat. Ingram sent me the wrong TXV. I couldn't get my numbers to get in the range. It cost me 325.00 to hire a tech to tell me that Ingram sent wrong valve. That was an expensive 5min phone call that i never received.
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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