Sylvane
Reviews and Complaints

I think your description of this a/c is wrong. Info shows that this unit is Wi-Fi enabled, IT IS NOT.
It indicates it does not come with a remote control, IT DOES, which in my case, it is broken.
I called Sylvane about the remote, but was told I had to call *** directly. I have sent them 2 e-mails and have had no response. I also tried calling and had to hold for a long time, then was cut off.

Like the size, its perfect for the downstairs family room that is roughly 700 square feet. Sadly though it throws out hot air, basically heat into the room. Even though instructions said "some" warm air is normal, the amount is far more than what we would consider normal. It literally heated the room, which was awful during 90 degree days We had to open doors and windows. We are now looking around for a replacement.

I placed an order on 6/5 and have not heard back from Sylvane on a status (and it has not shipped even through it was supposed to on 6/10). I have tried calling customer service multiple times, left my callback information which was never returned, sent an email which was never returned, and tried to use the chat functionality which doesn't appear to be working properly. I am very dissatisfied with the customer service of this company.

Called multiple times with long holds. Left a voice mail that was never returned. When I called a few more times I finally got a person who said that the reason for my call (an additional discount that was posted on their site the day before but was now gone) was something I was making up and that if there was a chance I saw it (it was in my cart) that they would have canceled my order because the price I was claiming was too low for the item. Do not recommend them.

Sylvane has provided a great customer experience for me. They shipped my humidifier (which was 30 to 40 dollars cheaper) within 5 days! During this epidemic that is really saying something. Not only did it arrive quickly it arrived in perfect shape! I was so pleased with sylvane that I just ordered two more. One for my granddaughter and another for me! I have sinus/allergy issues... As does my granddaughter so that sylvane ships so quickly is very important to me!

Sylvane left me high and dry. I purchased 3 Haverhill air purifiers, which Sylvane offers as its own. They are listed as the manufacturer. When attempting to order filter replacements I was told they no longer support it. I said, "so you're telling me my 3 purifiers are now junk" . The operator relied "well I guess so". I was never offered any deal on another unit or any rebate. They were totally unsympathetic. It's my loss and that's too bad. Sylvane will never get any more of my business.

Had bought several IQ Air units and filters from them in the past. Spent a lot of money. Made another big AC purchase. Customer Service left me in the dark after 3 weeks. No tracking, no status, no follow-up. You call customer service and get put on hold indefinitely. Get indifferent "I don't know" responses...Let me ping this person...Sorry, they are unavailable or in a meeting. Over and Over and Over again. High Schoolers running this team. This is irresponsible as business. Lost a repeat customer.

I purchased the prior generation Santa Fe dehumidifier. I have a very damp Cape Cod half seller and crawl space approximately 2000 Sq Ft. It ran flawlessly for nearly 14 years 24/7. We recently purchased the Advance90. It does the same job but in a very quiet efficient way. We also purchased a pump that removes the condensation externally. We are looking forward to another long run with Santa Fe and Sylvane. The purchasing process was smooth and landed our product here on the Cape three short days later!

I spent the entire day phoning Customer Service to see whether my order had gone through after a highly questionable experience on their website. I stayed on the line at least 20 minutes several times, and left my call-back number twice. After calling my credit card company and learning that the charge for the item ordered was currently in "pending status," and having waited a more than reasonable amount of time for somebody to respond to me, I wrote Sylvane an email requesting that they please cancel my order immediately. It appears they fall critically short in the area of Customer Service and this is a major red flag. Buyer beware

The delivery of our unit was as promised and fast. It was packaged securely and all parts were present. The instructions were clear and easy to follow. I placed our unit in front of an open window of the same size as the unit in our 250 sq. ft. open loft. It cooled that area rapidly and over the next hour brought the temperature of our main floor below the loft to a very comfortable 75 degrees, while it was 90 degrees outside. Outside humidity averaged about 20. Several windows were left open on the lower main floor as instructed in the accompanying literature. At the above mentioned temperatures I was using about a gallon of water per hour.

Easy website to use. Prices are comparable to elsewhere, sometimes better. The product I purchased, a water pump for my Honeywell Portable Water Cooler (CO60pm) was a perfect match. I cut the wires and used quick connect, WACO, lever electric connectors in case I need to replace the pump again. I also purchased an RV style water filter to help with my hard well water that is used in the Cooler. Will be purchasing a new float unit in the near future because the old one is leaking. Have not found a fix for the leak; tried a washer at the hose connection into the cooler, but the leak continued. When new the Cooler had no washer, just brass to brass at the hose connection. There was no leak. Have been unable to locate a "diagram" or repair manual that shows detail of the float device and corresponding connection to hose (a water supply garden hose).

i order a AC mini split for my customer on 7/16 the order said will be arrived in 5-7 dates later
after 10 days call the company silvane after 20 minutes on hold the answer they could find my delivered date so THEY got my email account never received a email about tracking the equipment so on day 13 call back they did not answer i leave message after 24 got a email from silvane mention my order was on back order no equipment was available CANCEL MY ORDER so they not going to charge my credit card
but this could prevent me 14 date waste in this transaction on top my customer don't want it anymore because this was a delay could be prevent WORST experience with this company first time and last time. PLEASE DON'T WASTE YOUR TIME WITH THIS COMPANY, THEY DON'Y HAVE THE PERSONAL TO ANSWER A SAMPLE PHONE CALL , DON'T A WAY TO TRACK THEIR EQUIPMENT, PLUS NO FOLLOW UP WAS EVER MADE. BAD CUSTOMER SERVICE ..

I would like to submit an update to my review. After contacting people at previous addresses where I lived, I found the air purifier on the porch of one of my previous addresses. This step was necessary because when I called FEDEX they would not put me through to someone due to an automated system having registered it as delivered. I then went to a FEDEX office to find out for sure which address it was delivered to (since it was not at the address listed as the mistaken delivery site). However, that office could not help me and could not look up my information because it was an express rather than a ground office. It took me an hour to find that FEDEX and the closest ground office was going to close before I could get there and was about 1.5 hours away from the FEDEX office I was at. Thankfully the air purifier was not stolen but it took quite a bit of time on my part and investigation to track the package down. As I stated before, FEDEX could not have changed the address of the package without Sylvane asking them to and there was no way to get in contact with Sylvane.

I purchased the MRCOOL DIY 3rd Gen 24K BTU 20 Seer Mini-Split AC w/Heat Pump w/25ft Kit 230V (Model: DIY-24-HP-230B25 SKU: mr9626k). Shipping came with 2 items (2 boxes) matching the description as if the line set kit was in the condenser box. After installing the evaporator, I opened the condenser box, and there was no 25ft pre-charged line set. I called and I was told that the manufacturer will send the line set so I continued and installed the condenser. I left for 8 days but when I came back, I had not received the 25ft kit. The tape to wrap the pre-charged lines was not in the condenser box + other based on a picture of the product on the website either although I am assuming I should have received a 25ft line set kit (a 3rd box). I called several times, but I could not reach anyone on the phone. I then used chat, and the agent said he would get back to me in 24 hours but that didn't happen either. I used email, but no response. No one responds! Now on the Sylvane website it notes that this product "item is currently out of stock". I'm angry that no one responds with an answer (good or bad).

PROS: [1] excellent quality, workmanship and materials to manufacture. [2] Solid body with choice to hang from rafters, install in ductwork or use provided adjustable legs to set on (uneven) floor. [3] Seems to remove water from the air efficiently. I first set the humidity to low and had a continuous run. After a week of this and a very low humidity in the basement I tweaked the humidity adjustment a little higher. Now the dehumidifier turns on and off keeping the humidity at 45%. CONS: Air mover, fan is noisy but it moves a lot of air. I used 1/2" CPVC to make a 'pea-trap' to keep air from being swept up the water drain hose. In the directions a pea-trap is necessary whether it's a low spot in the drain hose or a pea-trap. It would be handy if a preformed plastic pea-trap was included with the unit. Not everyone knows how to make a pea-trap. CONCLUSION: Remember the old adage "You get what you pay for". Although this unit is more expensive than short lived Chinese junk, it is definitely the smart investment. I highly recommend you buy this dehumidifier and when it lasts for years and years like American Made products do, you'll be satisfied that you got your 'money's worth'.

I bought the mr9618 - MRCOOL DIY 3rd Gen 18,000 BTU Condenser Heat Pump w/ 25 ft Lineset Model: DIY-18-HP-C-230B (DIY25-1412) The unit came without the DIY 25ft lineset which I found out after half the unit was installed. Your solution was to send the unit back and you would send a new one even though you admitted fault due to someone there shipping the wrong unit from your location. The Manufacturer was professional enough to overnight me the missing parts on their DIME. FYI when your employee makes a mistake you need to correct it and in a timely matter and not put the Customer out. Thanks to MRCOOL (the supplier) we had Cool Air for the company coming in that week. Your rating will continue to go down with your way of handling customer service. GREAT product...so stop what your doing or everyone will buy elsewhere. I also see in other reviews that you have left others High and Dry! For anyone else reading this review...AWESOME system but buy somewhere else. Item Quantity Description mr9617k 1 MRCOOL DIY 3rd Gen 18K BTU 20 SEER Mini-Split AC w/Heat Pump w/25ft Kit 230V mr9618 1 MRCOOL DIY 3rd Gen 18,000 BTU Condenser Heat Pump w/ 25 ft Lineset mr9619 1 MRCOOL DIY 3rd Gen 18,000 BTU Wall Mounted Air Handler