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HVAC Distributors Damage Policy

It is the goal of HVAC Distributors, Inc. dba HVAC Distributors Group, Inc. to deliver all of your products damage free. To that end, we have a 3-point visual inspection process for equipment – reviewing packaging when we receive equipment, when we prepare equipment for shipment to you and when we deliver the equipment to your final location. We do not open packaging during this process to minimize damage that could occur during shipment from our warehouse to you.

As Your Partner for Success, we keep damage from interrupting your business.

By the numbers:

  • In 2017, we shipped 24,798 pieces of equipment out of our main distribution center.
  • .005% (126 units) were received by customers as damaged. (We track this number because we would like 100% of our orders to go out damage-free, not just 99.995%)

In the event that you get a piece of equipment or product that is damaged, our policy is to work with you to correct the problem promptly.

Resolution Options – Stock Product:

  1. Replacement Product. To get your damaged equipment replaced:
    • Reach out to your local branch with the Order Number and model of the damaged equipment.
    • Request a replacement product.
    • Pack the damaged equipment in the original packing materials, including interior packaging, boxing and the skid, and return, or schedule a return, to the local branch.
    • Your branch contact will generate a return sales order. You do not need to complete any additional paperwork.
  2. Replacement Component. If the unit is functional, but requires a door or panel, we can provide the replacement component at no charge.
    • Reach out to your local branch with the Order Number and model of the damaged equipment.
    • Request a replacement component.
    • Your branch contact will generate a no-charge order for the component. You do not need to complete any additional paperwork.
  3. Scratch-and-Dent. If the unit is functional and you can use it on the job, we can provide a scratch-and-dent discount in lieu of a new unit.
    • Reach out to your local branch with the Order Number and model of the damaged equipment.
    • Request a discount on the damaged product.
    • Your branch contact will generate a sale credit for your order in the amount of your discount. You do not need to complete any additional paperwork.

Resolution Options – Non-Stock Product:

In the event that a custom-built unit arrived damaged, please contact your local branch immediately. We will work with you and the manufacturer to correct the problem.

Curious about why damage happens? On average a piece of equipment is handled a minimum of 10 times – from manufacturing through installation. Every touch is an opportunity for damage.