AD
AC Direct
Verified Business
AD
AI Review Summary
Based on recent customer reviews, AC Direct presents a sharply divided customer experience. Buyers consistently praise competitive pricing, fast delivery, and the professionalism of specific sales agents and installation crews who arrive on time and leave work areas clean. However, a recurring theme involves serious post-sale breakdowns, with customers reporting unanswered emails, repeatedly rescheduled installations, unresolved warranty and repair issues, hidden travel fees added after payment, and poor accountability when workmanship causes property damage. The pattern suggests strong front-end sales experiences undermined by inconsistent after-sales support and communication.
Performance(last 12 months):
TrustIndex
4
Ranking
#109
in Retail
NPS Score
-30
Recommended: Unlikely
Review Distribution
2.6|44 Reviews
Jul '25 - Jun '26
Recent reviews (44)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
4 May 2026, 21:39
No accountability for poor installation product
They installed a heat pump for me, I used them for the installation as I wanted to uphold the warranty as I purchased the unit from them. The unit was installed and 2 weeks after installation I found that there was a leak on a T Piece, I requested for them to come out and fix it, they came out after a few days but the issue was that when they arrived that suggested that the pipe was damaged by someone There was no physical damage of anything, Then the story changed that it was maybe due to us using the system incorrectly, we have not started using the heat pump. Then the story was that maybe something fell onto that pipe which is not possible as there are pipes above this pipe and no ways of something falling and not damaging the pipes directly above this particular T Piece, the pipe was leaking at the seam of the pipe, which is a common place for a leak as this is the weakest part of the pipe They insisted that I pay R1500 for them to install a new T piece pipe, after deliberation they said that could reduce that fee to R1000. I was not going to pay R1000 for an inferior part that was fitted so I spoke to the manager but he was not willing to do anything despite him not being able to find any damage on our behalf I emailed them again after to request for them to fix the fault but no response Their after sales service and accountability is dreadful
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
4 May 2026, 21:39
No accountability for poor installation product
They installed a heat pump for me, I used them for the installation as I wanted to uphold the warranty as I purchased the unit from them. The unit was installed and 2 weeks after installation I found that there was a leak on a T Piece, I requested for them to come out and fix it, they came out after a few days but the issue was that when they arrived that suggested that the pipe was damaged by someone There was no physical damage of anything, Then the story changed that it was maybe due to us using the system incorrectly, we have not started using the heat pump. Then the story was that maybe something fell onto that pipe which is not possible as there are pipes above this pipe and no ways of something falling and not damaging the pipes directly above this particular T Piece, the pipe was leaking at the seam of the pipe, which is a common place for a leak as this is the weakest part of the pipe They insisted that I pay R1500 for them to install a new T piece pipe, after deliberation they said that could reduce that fee to R1000. I was not going to pay R1000 for an inferior part that was fitted so I spoke to the manager but he was not willing to do anything despite him not being able to find any damage on our behalf I emailed them again after to request for them to fix the fault but no response Their after sales service and accountability is dreadful
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
21 Apr 2026, 09:25
Poor Installation & No Accountability – Urgent Attention Needed
I am extremely disappointed with the service received from AC Direct Installations following an installation at 43 Jordaan Street (Appointment Number: AP-3385). The technician, Brian Tanaka, carried out work that has resulted in serious damage: * The drip pipe was not extended correctly and was left inside the wall, causing damp and internal water damage. * Holes drilled into the roof were not sealed or waterproofed, which has now led to flooding in one of the bedrooms during recent rains. * Despite reporting these issues directly to Brian, and being promised that he would return to fix them, he is now unresponsive and ignoring communication. This level of workmanship and lack of accountability is completely unacceptable, especially given the extent of the damage caused. I am requesting urgent intervention from management to resolve the matter and repair the damages without further delay. Dirk Jacobs
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
21 Apr 2026, 09:25
Poor Installation & No Accountability – Urgent Attention Needed
I am extremely disappointed with the service received from AC Direct Installations following an installation at 43 Jordaan Street (Appointment Number: AP-3385). The technician, Brian Tanaka, carried out work that has resulted in serious damage: * The drip pipe was not extended correctly and was left inside the wall, causing damp and internal water damage. * Holes drilled into the roof were not sealed or waterproofed, which has now led to flooding in one of the bedrooms during recent rains. * Despite reporting these issues directly to Brian, and being promised that he would return to fix them, he is now unresponsive and ignoring communication. This level of workmanship and lack of accountability is completely unacceptable, especially given the extent of the damage caused. I am requesting urgent intervention from management to resolve the matter and repair the damages without further delay. Dirk Jacobs
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
14 Apr 2026, 12:02
CAVEAT EMPOR!
An absolute nightmare company to deal with! They don't respond to emails or phone calls, and provide a terrible service. I have been trying to get my AC fixed that was initially purchased and installed by them, had 2 service visits after about 20 emails and phone calls, only to have the situation deteriorate rather than get fixed, and now another long battle to even get them to acknowledge the need to come back to fix their mess! I WOULD STRONGLY ADVISE YOU NOT TO START USING THIS COMPANY, THEY ARE BEYOND *********** AND NON-RESPONSIVE.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
14 Apr 2026, 12:02
CAVEAT EMPOR!
An absolute nightmare company to deal with! They don't respond to emails or phone calls, and provide a terrible service. I have been trying to get my AC fixed that was initially purchased and installed by them, had 2 service visits after about 20 emails and phone calls, only to have the situation deteriorate rather than get fixed, and now another long battle to even get them to acknowledge the need to come back to fix their mess! I WOULD STRONGLY ADVISE YOU NOT TO START USING THIS COMPANY, THEY ARE BEYOND *********** AND NON-RESPONSIVE.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
14 Apr 2026, 10:03
AC Direct are unreasonable
In February 2026 we had our air conditioners serviced by AC Direct. They did the job well. However, big however, whilst doing the job the water was closed off due to a burst pipe in our area. The guys left the tap open! When getting back home after going out we heard water running and discovered the tap was left open. Today I received my water bill from the council. Kilo litres lost due to this was 35 kl. Our bill of over R4k as both water and sewage is based on usage. I approached the company and they wanted photographs as proof. Ones first instinct is to turn the tap off. Not take a photo. It’s virtual impossible for two people to use so much water in a small place. The months reading before was 6kl. Their response “we take it seriously “. Really! Most disappointing that it’s just scoffed aside because they don’t have evidence. Well my municipal bill is evidence enough!!!
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
14 Apr 2026, 10:03
AC Direct are unreasonable
In February 2026 we had our air conditioners serviced by AC Direct. They did the job well. However, big however, whilst doing the job the water was closed off due to a burst pipe in our area. The guys left the tap open! When getting back home after going out we heard water running and discovered the tap was left open. Today I received my water bill from the council. Kilo litres lost due to this was 35 kl. Our bill of over R4k as both water and sewage is based on usage. I approached the company and they wanted photographs as proof. Ones first instinct is to turn the tap off. Not take a photo. It’s virtual impossible for two people to use so much water in a small place. The months reading before was 6kl. Their response “we take it seriously “. Really! Most disappointing that it’s just scoffed aside because they don’t have evidence. Well my municipal bill is evidence enough!!!
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
9 Apr 2026, 07:41
Professional from start to finish
The location of the proposed installation at my property was difficult and required various size and logistic considerations. The sales team continued to make themselves available with advice and guidance as we shaped an appropriate solution for the installation. The installation team were professional, super-efficient, communicated well and easy to work with. AC Direct prices remain competitive and thoroughly deserve their market share.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
9 Apr 2026, 07:41
Professional from start to finish
The location of the proposed installation at my property was difficult and required various size and logistic considerations. The sales team continued to make themselves available with advice and guidance as we shaped an appropriate solution for the installation. The installation team were professional, super-efficient, communicated well and easy to work with. AC Direct prices remain competitive and thoroughly deserve their market share.
0
Replies (0)A
A
Anonymous
1 reviews | Active since Jan 2020
27 Mar 2026, 13:00
Excellent Service from Start to Finish – AC Direct
I had a fantastic experience dealing with AC Direct from start to finish. The whole process was smooth and hassle-free, and communication throughout was clear and professional. The installation team arrived exactly on time, were friendly and respectful, and did an excellent job. The workmanship was neat and efficient, and they made sure everything was working perfectly before leaving. They also cleaned up properly afterwards, which I really appreciated. It’s not often you get service like this — I can highly recommend AC Direct to anyone looking for a reliable and professional aircon installation.
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
27 Mar 2026, 13:00
Excellent Service from Start to Finish – AC Direct
I had a fantastic experience dealing with AC Direct from start to finish. The whole process was smooth and hassle-free, and communication throughout was clear and professional. The installation team arrived exactly on time, were friendly and respectful, and did an excellent job. The workmanship was neat and efficient, and they made sure everything was working perfectly before leaving. They also cleaned up properly afterwards, which I really appreciated. It’s not often you get service like this — I can highly recommend AC Direct to anyone looking for a reliable and professional aircon installation.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
25 Mar 2026, 18:01
USELESS IS AN UNDERSTATEMENT
Most probably the worst customer service in the world. I have been chasing them for two months to repair the ac I purchased from then and was installed by the, but developed faults after a year. Two visits in and about 30 emails, nothing has been fixed, in fact it has gotten worse. On top of that they simply don't respond to messages or emails, probably we'll aware they messed up and bury their heads - and responsibilities - in the sand. Absolutely useless service. Stay away, you will regret it!
Helpful (0)
|Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
25 Mar 2026, 18:01
USELESS IS AN UNDERSTATEMENT
Most probably the worst customer service in the world. I have been chasing them for two months to repair the ac I purchased from then and was installed by the, but developed faults after a year. Two visits in and about 30 emails, nothing has been fixed, in fact it has gotten worse. On top of that they simply don't respond to messages or emails, probably we'll aware they messed up and bury their heads - and responsibilities - in the sand. Absolutely useless service. Stay away, you will regret it!
0
Replies (0)