KV
Kevin V
1 reviews | Active since Nov 2024
01 Dec 2025, 20:26
******* service
Sadly I have received zero service from AC direct. Approximately three and a half years ago I purchased a heat pump for heating the water in my geyser. This has worked flawlessly for all of that time. The unit went into error so I requested the contact details for my nearest technician. Thinking I will call them out and get it repaired. Simple you might think! Each time I contact them I get a new ticket number but no actual help. A couple of replies talking about servicing my air conditioning unit. I was even quoted a price by one service advisor. The bottom line here is AC Direct can’t supply me with contact details because they have finally admitted there is no one in my area. I was instructed to find someone myself and get a report and then they might be able to help me. This has left me a little amazed as originally supplying the unit was no issue at all. Now I need some help- NOTHING! Do not buy from AC Direct as you will receive no help from them if something goes wrong. Now I have to buy a new heat pump and it won’t be from AC Direct!
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Replies (5)0
Replies (5)
AC Direct's replyOfficial
02 Dec 2025, 09:53Thank you for taking the time to share your experience, and we’re genuinely sorry for the frustration you’ve encountered.
After reviewing your case, we can confirm that your initial purchase dates back more than three and a half years. While we’re glad to hear the unit performed flawlessly for that entire period, we completely understand how disappointing it must feel to experience an issue now and not receive the level of support you expected. We are unfortunately unable to get one of our technicians out to your location and did offer alternative solutions. The initial supply of the unit was not an issue as we made use of our courier service.
We acknowledge that the communication you received could have been clearer and more consistent, and for that we sincerely apologise. Your feedback has already been addressed with our support team so we can improve our response and avoid similar frustrations for future customers.
After reviewing your case, we can confirm that your initial purchase dates back more than three and a half years. While we’re glad to hear the unit performed flawlessly for that entire period, we completely understand how disappointing it must feel to experience an issue now and not receive the level of support you expected. We are unfortunately unable to get one of our technicians out to your location and did offer alternative solutions. The initial supply of the unit was not an issue as we made use of our courier service.
We acknowledge that the communication you received could have been clearer and more consistent, and for that we sincerely apologise. Your feedback has already been addressed with our support team so we can improve our response and avoid similar frustrations for future customers.
AC Direct's reply02 Dec 2025, 09:53
Official
Thank you for taking the time to share your experience, and we’re genuinely sorry for the frustration you’ve encountered.
After reviewing your case, we can confirm that your initial purchase dates back more than three and a half years. While we’re glad to hear the unit performed flawlessly for that entire period, we completely understand how disappointing it must feel to experience an issue now and not receive the level of support you expected. We are unfortunately unable to get one of our technicians out to your location and did offer alternative solutions. The initial supply of the unit was not an issue as we made use of our courier service.
We acknowledge that the communication you received could have been clearer and more consistent, and for that we sincerely apologise. Your feedback has already been addressed with our support team so we can improve our response and avoid similar frustrations for future customers.
After reviewing your case, we can confirm that your initial purchase dates back more than three and a half years. While we’re glad to hear the unit performed flawlessly for that entire period, we completely understand how disappointing it must feel to experience an issue now and not receive the level of support you expected. We are unfortunately unable to get one of our technicians out to your location and did offer alternative solutions. The initial supply of the unit was not an issue as we made use of our courier service.
We acknowledge that the communication you received could have been clearer and more consistent, and for that we sincerely apologise. Your feedback has already been addressed with our support team so we can improve our response and avoid similar frustrations for future customers.
AC Direct's replyOfficial
03 Dec 2025, 11:15Hi Kevin
Thank you for your feedback.
To clarify, your review was not reported for being false. It was flagged due to the use of vulgar language, which falls under HelloPeter’s content guidelines (specifically point 6.1.6.2). We did respond to your review and our customer service team has been in touch to address your concerns. We sincerely apologise for any additional frustration this may have caused and want to assure you that the report was based solely on the guideline violation, not the content of your experience.
If there’s anything further you’d like us to assist with, we’re here to help.
Guidelines link: https://www.hellopeter.com/legal/legal?_gl=1*19c69fv*_gcl_au*MjA0NDI4NTQ0OC4xNzY0NzUxNjY5LjMwNzM1MDk3Ni4xNzY0NzUxNjcxLjE3NjQ3NTE2NzQ
Thank you for your feedback.
To clarify, your review was not reported for being false. It was flagged due to the use of vulgar language, which falls under HelloPeter’s content guidelines (specifically point 6.1.6.2). We did respond to your review and our customer service team has been in touch to address your concerns. We sincerely apologise for any additional frustration this may have caused and want to assure you that the report was based solely on the guideline violation, not the content of your experience.
If there’s anything further you’d like us to assist with, we’re here to help.
Guidelines link: https://www.hellopeter.com/legal/legal?_gl=1*19c69fv*_gcl_au*MjA0NDI4NTQ0OC4xNzY0NzUxNjY5LjMwNzM1MDk3Ni4xNzY0NzUxNjcxLjE3NjQ3NTE2NzQ
AC Direct's reply03 Dec 2025, 11:15
Official
Hi Kevin
Thank you for your feedback.
To clarify, your review was not reported for being false. It was flagged due to the use of vulgar language, which falls under HelloPeter’s content guidelines (specifically point 6.1.6.2). We did respond to your review and our customer service team has been in touch to address your concerns. We sincerely apologise for any additional frustration this may have caused and want to assure you that the report was based solely on the guideline violation, not the content of your experience.
If there’s anything further you’d like us to assist with, we’re here to help.
Guidelines link: https://www.hellopeter.com/legal/legal?_gl=1*19c69fv*_gcl_au*MjA0NDI4NTQ0OC4xNzY0NzUxNjY5LjMwNzM1MDk3Ni4xNzY0NzUxNjcxLjE3NjQ3NTE2NzQ
Thank you for your feedback.
To clarify, your review was not reported for being false. It was flagged due to the use of vulgar language, which falls under HelloPeter’s content guidelines (specifically point 6.1.6.2). We did respond to your review and our customer service team has been in touch to address your concerns. We sincerely apologise for any additional frustration this may have caused and want to assure you that the report was based solely on the guideline violation, not the content of your experience.
If there’s anything further you’d like us to assist with, we’re here to help.
Guidelines link: https://www.hellopeter.com/legal/legal?_gl=1*19c69fv*_gcl_au*MjA0NDI4NTQ0OC4xNzY0NzUxNjY5LjMwNzM1MDk3Ni4xNzY0NzUxNjcxLjE3NjQ3NTE2NzQ
KV
Kevin V's updateReviewer Update
03 Dec 2025, 12:05I dispute your allegation that I used vulgar language. This is not true. The title of my review was “ ******* Service “, the ******* part was redacted by the hellopeter bot I presume. ******* is a valid word in the English dictionary and most definitely is not vulgar. Read the rest of my review and point out my use of vulgar language. You are so desperate to put me down for reporting your inadequate service. The notification I had from hellopeter was the following :-
We have received a dispute from the business regarding your review (URL in subject line of this email) reporting it as inappropriate (i.e. false).
As you can see there is no mention of vulgar language, only that you reported it as false.
We have received a dispute from the business regarding your review (URL in subject line of this email) reporting it as inappropriate (i.e. false).
As you can see there is no mention of vulgar language, only that you reported it as false.
KV
Kevin V's update03 Dec 2025, 12:05
Reviewer Update
I dispute your allegation that I used vulgar language. This is not true. The title of my review was “ ******* Service “, the ******* part was redacted by the hellopeter bot I presume. ******* is a valid word in the English dictionary and most definitely is not vulgar. Read the rest of my review and point out my use of vulgar language. You are so desperate to put me down for reporting your inadequate service. The notification I had from hellopeter was the following :-
We have received a dispute from the business regarding your review (URL in subject line of this email) reporting it as inappropriate (i.e. false).
As you can see there is no mention of vulgar language, only that you reported it as false.
We have received a dispute from the business regarding your review (URL in subject line of this email) reporting it as inappropriate (i.e. false).
As you can see there is no mention of vulgar language, only that you reported it as false.
KV
Kevin V's updateReviewer Update
03 Dec 2025, 12:05Rub b ish
KV
Kevin V's update03 Dec 2025, 12:05
Reviewer Update
Rub b ish
AC Direct's replyOfficial
03 Dec 2025, 12:47Hi Kevin,
Please expect an email from HelloPeter to clarify the situation.
Hope you have a good day further.
Please expect an email from HelloPeter to clarify the situation.
Hope you have a good day further.
AC Direct's reply03 Dec 2025, 12:47
Official
Hi Kevin,
Please expect an email from HelloPeter to clarify the situation.
Hope you have a good day further.
Please expect an email from HelloPeter to clarify the situation.
Hope you have a good day further.