CM
Colin M
1 reviews | Active since Feb 2022
17 Mar 2026, 17:03
AC Direct changed price after payment and failed to attend installation
I purchased a Samsung AR6500 Wind Free 18000 BTU air conditioner with installation from AC Direct for R18,299, which was invoiced and paid in full. My installation address was provided at the start of the transaction: Langebaan Country Estate, Western Cape. Only after payment was made was I informed that an additional R1,200 travel charge would apply because the installation location is considered an “outlying area”. This charge did not appear on the invoice issued for payment. Despite the dispute over this newly introduced fee, installation was scheduled for 16 March 2026 at 10:30 AM. Unfortunately: No installer arrived No prior communication was provided I only received a later phone call advising the installation had been moved to 23 March, still conditional on paying the additional travel fee I have since opened support tickets #1787 and #50206 requesting that AC Direct either: Honour the original invoiced agreement and proceed with installation without the additional fee, or Cancel the transaction and refund the full R18,299 At the time of writing, the matter remains unresolved. I hope AC Direct’s management team will review this matter and resolve it fairly and promptly.
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Replies (5)
AC Direct's replyOfficial
18 Mar 2026, 09:47Thank you for your detailed feedback. We understand your concerns and would like to clarify the situation.
The installation address provided falls within an outlying area, which is outside of our standard service zone. On 5 March 2026, Arlene communicated that an additional travel fee of R1,200.00 would apply to cover the extra time and transport required. This charge is in line with our standard rates for outlying areas, as outlined in our Terms and Conditions. The fee was acknowledged and agreed to on the same day.However, prior to the scheduled installation date, the travel fee had not yet been settled. As per our process, installations cannot proceed without confirmation that all required payments have been received. This resulted in the installation being postponed.At this stage, we are awaiting settlement of the outstanding travel fee. Once payment is received, we will proceed with scheduling the installation on the next available date.
The AC Direct Team ⭐
The installation address provided falls within an outlying area, which is outside of our standard service zone. On 5 March 2026, Arlene communicated that an additional travel fee of R1,200.00 would apply to cover the extra time and transport required. This charge is in line with our standard rates for outlying areas, as outlined in our Terms and Conditions. The fee was acknowledged and agreed to on the same day.However, prior to the scheduled installation date, the travel fee had not yet been settled. As per our process, installations cannot proceed without confirmation that all required payments have been received. This resulted in the installation being postponed.At this stage, we are awaiting settlement of the outstanding travel fee. Once payment is received, we will proceed with scheduling the installation on the next available date.
The AC Direct Team ⭐
AC Direct's reply18 Mar 2026, 09:47
Official
Thank you for your detailed feedback. We understand your concerns and would like to clarify the situation.
The installation address provided falls within an outlying area, which is outside of our standard service zone. On 5 March 2026, Arlene communicated that an additional travel fee of R1,200.00 would apply to cover the extra time and transport required. This charge is in line with our standard rates for outlying areas, as outlined in our Terms and Conditions. The fee was acknowledged and agreed to on the same day.However, prior to the scheduled installation date, the travel fee had not yet been settled. As per our process, installations cannot proceed without confirmation that all required payments have been received. This resulted in the installation being postponed.At this stage, we are awaiting settlement of the outstanding travel fee. Once payment is received, we will proceed with scheduling the installation on the next available date.
The AC Direct Team ⭐
The installation address provided falls within an outlying area, which is outside of our standard service zone. On 5 March 2026, Arlene communicated that an additional travel fee of R1,200.00 would apply to cover the extra time and transport required. This charge is in line with our standard rates for outlying areas, as outlined in our Terms and Conditions. The fee was acknowledged and agreed to on the same day.However, prior to the scheduled installation date, the travel fee had not yet been settled. As per our process, installations cannot proceed without confirmation that all required payments have been received. This resulted in the installation being postponed.At this stage, we are awaiting settlement of the outstanding travel fee. Once payment is received, we will proceed with scheduling the installation on the next available date.
The AC Direct Team ⭐
CM
Colin M's updateReviewer Update
18 Mar 2026, 10:53Thank you for your response.
Unfortunately, the explanation still does not address the central issue.
The invoice issued by AC Direct reflects a total payable amount of R18,299, which was paid in full. The alleged travel fee was not included in that invoice, nor was it presented as a prerequisite for installation prior to payment being made.
The installation was then scheduled and confirmed for 16 March at 10:30 AM, yet no installer attended and no prior notice of cancellation or postponement was provided.
If payment of the travel fee was indeed a requirement before installation could proceed, the appointment should not have been confirmed in the first place.
At this stage, the situation is straightforward:
• A transaction was concluded and paid in full based on the invoice issued by AC Direct.
• The scheduled installation appointment was not honoured.
• An additional charge was introduced after payment had already been made.
For this reason I have formally requested that AC Direct either:
Honour the original invoiced agreement and proceed with installation, or
Cancel the transaction and refund the full amount paid.
I remain open to resolving this matter amicably, however if it cannot be resolved directly I will proceed with the escalation steps already outlined, including referral to the Consumer Goods and Services Ombud, the National Consumer Commission, and initiating a chargeback with my bank for services not rendered.
I trust AC Direct’s management team will review the matter and resolve it fairly.
Unfortunately, the explanation still does not address the central issue.
The invoice issued by AC Direct reflects a total payable amount of R18,299, which was paid in full. The alleged travel fee was not included in that invoice, nor was it presented as a prerequisite for installation prior to payment being made.
The installation was then scheduled and confirmed for 16 March at 10:30 AM, yet no installer attended and no prior notice of cancellation or postponement was provided.
If payment of the travel fee was indeed a requirement before installation could proceed, the appointment should not have been confirmed in the first place.
At this stage, the situation is straightforward:
• A transaction was concluded and paid in full based on the invoice issued by AC Direct.
• The scheduled installation appointment was not honoured.
• An additional charge was introduced after payment had already been made.
For this reason I have formally requested that AC Direct either:
Honour the original invoiced agreement and proceed with installation, or
Cancel the transaction and refund the full amount paid.
I remain open to resolving this matter amicably, however if it cannot be resolved directly I will proceed with the escalation steps already outlined, including referral to the Consumer Goods and Services Ombud, the National Consumer Commission, and initiating a chargeback with my bank for services not rendered.
I trust AC Direct’s management team will review the matter and resolve it fairly.
CM
Colin M's update18 Mar 2026, 10:53
Reviewer Update
Thank you for your response.
Unfortunately, the explanation still does not address the central issue.
The invoice issued by AC Direct reflects a total payable amount of R18,299, which was paid in full. The alleged travel fee was not included in that invoice, nor was it presented as a prerequisite for installation prior to payment being made.
The installation was then scheduled and confirmed for 16 March at 10:30 AM, yet no installer attended and no prior notice of cancellation or postponement was provided.
If payment of the travel fee was indeed a requirement before installation could proceed, the appointment should not have been confirmed in the first place.
At this stage, the situation is straightforward:
• A transaction was concluded and paid in full based on the invoice issued by AC Direct.
• The scheduled installation appointment was not honoured.
• An additional charge was introduced after payment had already been made.
For this reason I have formally requested that AC Direct either:
Honour the original invoiced agreement and proceed with installation, or
Cancel the transaction and refund the full amount paid.
I remain open to resolving this matter amicably, however if it cannot be resolved directly I will proceed with the escalation steps already outlined, including referral to the Consumer Goods and Services Ombud, the National Consumer Commission, and initiating a chargeback with my bank for services not rendered.
I trust AC Direct’s management team will review the matter and resolve it fairly.
Unfortunately, the explanation still does not address the central issue.
The invoice issued by AC Direct reflects a total payable amount of R18,299, which was paid in full. The alleged travel fee was not included in that invoice, nor was it presented as a prerequisite for installation prior to payment being made.
The installation was then scheduled and confirmed for 16 March at 10:30 AM, yet no installer attended and no prior notice of cancellation or postponement was provided.
If payment of the travel fee was indeed a requirement before installation could proceed, the appointment should not have been confirmed in the first place.
At this stage, the situation is straightforward:
• A transaction was concluded and paid in full based on the invoice issued by AC Direct.
• The scheduled installation appointment was not honoured.
• An additional charge was introduced after payment had already been made.
For this reason I have formally requested that AC Direct either:
Honour the original invoiced agreement and proceed with installation, or
Cancel the transaction and refund the full amount paid.
I remain open to resolving this matter amicably, however if it cannot be resolved directly I will proceed with the escalation steps already outlined, including referral to the Consumer Goods and Services Ombud, the National Consumer Commission, and initiating a chargeback with my bank for services not rendered.
I trust AC Direct’s management team will review the matter and resolve it fairly.
CM
Colin M's updateReviewer Update
18 Mar 2026, 21:36Thank you to AC Direct for responding and for reviewing the matter internally.
Management has offered to cover 50% of the travel cost as a goodwill gesture. While I appreciate the attempt to resolve the situation, I have decided to decline this proposal.
The original invoice issued reflected a total amount of R18,299, which was paid in full, and the additional travel fee was not included in that invoice. In addition, the installation appointment confirmed for 16 March at 10:30 was not honoured, with no prior notice of cancellation.
Given the length of time this matter has now been ongoing, I have formally requested that the transaction be cancelled and the full amount refunded.
I will update this review once the refund has been processed so that the matter can be fairly concluded.
Management has offered to cover 50% of the travel cost as a goodwill gesture. While I appreciate the attempt to resolve the situation, I have decided to decline this proposal.
The original invoice issued reflected a total amount of R18,299, which was paid in full, and the additional travel fee was not included in that invoice. In addition, the installation appointment confirmed for 16 March at 10:30 was not honoured, with no prior notice of cancellation.
Given the length of time this matter has now been ongoing, I have formally requested that the transaction be cancelled and the full amount refunded.
I will update this review once the refund has been processed so that the matter can be fairly concluded.
CM
Colin M's update18 Mar 2026, 21:36
Reviewer Update
Thank you to AC Direct for responding and for reviewing the matter internally.
Management has offered to cover 50% of the travel cost as a goodwill gesture. While I appreciate the attempt to resolve the situation, I have decided to decline this proposal.
The original invoice issued reflected a total amount of R18,299, which was paid in full, and the additional travel fee was not included in that invoice. In addition, the installation appointment confirmed for 16 March at 10:30 was not honoured, with no prior notice of cancellation.
Given the length of time this matter has now been ongoing, I have formally requested that the transaction be cancelled and the full amount refunded.
I will update this review once the refund has been processed so that the matter can be fairly concluded.
Management has offered to cover 50% of the travel cost as a goodwill gesture. While I appreciate the attempt to resolve the situation, I have decided to decline this proposal.
The original invoice issued reflected a total amount of R18,299, which was paid in full, and the additional travel fee was not included in that invoice. In addition, the installation appointment confirmed for 16 March at 10:30 was not honoured, with no prior notice of cancellation.
Given the length of time this matter has now been ongoing, I have formally requested that the transaction be cancelled and the full amount refunded.
I will update this review once the refund has been processed so that the matter can be fairly concluded.
CM
Colin M's updateReviewer Update
19 Mar 2026, 17:32Update:
Thank you to AC Direct for the recent engagement.
Following further discussions, I was contacted and offered installation at no additional travel cost due to another scheduled installation in the area. While I appreciate this effort to resolve the matter, I have declined the offer.
Given the overall experience — including the additional charge being introduced after payment and the missed installation appointment on 16 March without prior notice — I have elected not to proceed.
I have formally requested that the transaction be cancelled and the full amount refunded, and I am currently awaiting confirmation that the refund has been processed.
I will update this review once the matter is concluded.
Thank you to AC Direct for the recent engagement.
Following further discussions, I was contacted and offered installation at no additional travel cost due to another scheduled installation in the area. While I appreciate this effort to resolve the matter, I have declined the offer.
Given the overall experience — including the additional charge being introduced after payment and the missed installation appointment on 16 March without prior notice — I have elected not to proceed.
I have formally requested that the transaction be cancelled and the full amount refunded, and I am currently awaiting confirmation that the refund has been processed.
I will update this review once the matter is concluded.
CM
Colin M's update19 Mar 2026, 17:32
Reviewer Update
Update:
Thank you to AC Direct for the recent engagement.
Following further discussions, I was contacted and offered installation at no additional travel cost due to another scheduled installation in the area. While I appreciate this effort to resolve the matter, I have declined the offer.
Given the overall experience — including the additional charge being introduced after payment and the missed installation appointment on 16 March without prior notice — I have elected not to proceed.
I have formally requested that the transaction be cancelled and the full amount refunded, and I am currently awaiting confirmation that the refund has been processed.
I will update this review once the matter is concluded.
Thank you to AC Direct for the recent engagement.
Following further discussions, I was contacted and offered installation at no additional travel cost due to another scheduled installation in the area. While I appreciate this effort to resolve the matter, I have declined the offer.
Given the overall experience — including the additional charge being introduced after payment and the missed installation appointment on 16 March without prior notice — I have elected not to proceed.
I have formally requested that the transaction be cancelled and the full amount refunded, and I am currently awaiting confirmation that the refund has been processed.
I will update this review once the matter is concluded.
CM
Colin M's updateReviewer Update
29 Mar 2026, 18:48Update: AC Direct has now processed the full refund of R18,299, and the matter is resolved.
While I appreciate that the issue was ultimately addressed, the overall experience required unnecessary escalation and could have been handled more transparently and professionally from the outset.
While I appreciate that the issue was ultimately addressed, the overall experience required unnecessary escalation and could have been handled more transparently and professionally from the outset.
CM
Colin M's update29 Mar 2026, 18:48
Reviewer Update
Update: AC Direct has now processed the full refund of R18,299, and the matter is resolved.
While I appreciate that the issue was ultimately addressed, the overall experience required unnecessary escalation and could have been handled more transparently and professionally from the outset.
While I appreciate that the issue was ultimately addressed, the overall experience required unnecessary escalation and could have been handled more transparently and professionally from the outset.