A homeowner shopping for a heat pump or HVAC replacement through Lowe's Installed Services said a routine in-home estimate turned into a high-pressure sales pitch, complete with a quote topping $25,000 that only dropped after the representative was told to leave.
Here's what to know
According to the homeowner's account, the retailer passed the lead to a third-party contractor. "Initial estimates came in at $25,000+ for standard replacement equipment," they said.
The original poster said basic questions about system specifications were met with rude treatment. They also said a regional follow-up caller ended the call when they tried to describe the experience.
"The moment we stood up to end the appointment and asked him to leave, he suddenly offered a huge discount on the spot," the OP wrote.
"Private equity is infesting our industry and I really hate people getting taken advantage of," a user reacted.
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More background
In the replies, one user questioned the economics of a retailer adding its own margin to an already pricey estimate.
"How can a big box store possibly be competitive when they're taking a quote that's already high-ish and marking it up?" they asked.
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Another commenter noted that not every location uses the same contractor, adding, "not all of them do."
Another commenter shared their own upselling experience. Eventually, later opinions found the fix was an inducer motor repair costing about $950. They contrasted that with an earlier $60 service visit that shifted into a replacement push, where "a bunch of blurry pictures of surface rust" were used to support a quote of $17.5k, later reduced to $15.5k after a call to the "manager."
What can be done?
The OP urged readers to "skip the big-box installation program and deal directly with honest, independent local HVAC contractors in our area instead." They also said in a reply that big-box installation jobs are often handed to local subcontractors, so homeowners can read reviews and request a different company if necessary.
Palmetto can also help homeowners compare efficient options instead of a hard sell. Its Comfort Plan includes 12 years of free maintenance, and if you're not ready to spend up front, it offers $0-down options that can lower heating and cooling costs by up to 50%.
For households replacing older systems with efficient electric equipment such as heat pumps, pairing that upgrade with solar can drive bills down even more. EnergySage helps homeowners compare systems and installers, with potential savings of up to $10,000 on installations.
Where can I learn more?
Similar complaints about inflated HVAC quotes and hard-sell replacement pitches abound online.
• One homeowner was shocked by a $25,000 quote for a basic AC replacement.
• Another homeowner suspected a scam after a pushy HVAC tech used scare tactics.
• Frustrated homeowners said contractors used trust me sales tactics to justify costly systems.
• A homeowner called a new AC bid an 'off base' $50,000 quote after sticker shock.
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