Ingram's Water & Air Equipment: Where Good Customer Service is Key to Business Success

By Cassie Johnson

On our cover this month are the next generation ofowners at Ingram Water & Air Equipment (IWAE). From left to right Jaelyn, Jayden, and JJ Ingram. They’re proudly showing off a MRCOOL™ air conditioning unit, which is one of the many products available at this growing, second generation, family-owned business.

The history of Ingram’s Water & Air began with a local man and a big vision. Doug Ingram began the Ingram journey from a one-man shop that sold and serviced water and air equipment. Ingram’s Water & Air has grown to a nationally known company. It’s the story of 45 years of hard work and innovation that’s making a positive impact in our community.

How this great company got started is a good story on its own – one that Doug Ingram can’t talk about without a smile. When Doug was a young man, he trained as a pipe-fitter.

“Back in the early 70s I was a union apprentice. One day, I was working at a big plant when a guy stopped me and asked if I knew how to install a heating and air unit. We helped him out and everything worked properly. The guy liked our work and he referred us for future jobs.”

“I had a family to support. To make some extra money, I began selling for NSA, a network marketing company. It was a lot of fun and I liked meeting new people. But NSA didn’t have many products, so I went back to school to learn water treatment and filtration – I guess I’m always interested in learning new things! NSA closed, but I really enjoyed selling so I opened Ingram Water & Air Equipment and went into business for myself.”

Like most family businesses, Doug's kids grew up in the business. Matt, Jason, and Rachel all worked with their dad while they were growing up. In fact, Jason got the company its first big deal.

“I sold a lot of point of use water filtration equipment and a contract to service them for four years," Jason told me. “They were going to be installed in the dorm rooms at a college in East Carolina. We packed them all up in a truck, drove out there and installed them over New Year’s Eve. It was a really big job… but we did it and we did it right. Other contracts followed and then dad mentioned that a friend had told him you could now buy HVAC units on the Internet. I was intrigued.”

Jason and Matt Ingram now run Ingram Water & Air Equipment and it’s become a huge ecommerce company selling a variety of products all related to air, water, and power. Their products include solar panels, wood stoves, and even pizza ovens!

In 2017 Ingram Water & Air Equipment built a new facility to house their operations in Hickory. The 76,500 square foot facility includes a retail showroom and the business has grown to more than 150 employees. They proudly display their products and services at the discounted prices customers can find on their website. Clientele from all 50 states and overseas trust Ingram with their air equipment, water filtration, and air purification systems. Almost everything is available online and Ingram’s has become a major player in the water and air products sector of ecommerce. As you might expect, the company sells to contractors and builders, but they also sell directly to homeowners.

“You can buy furniture online,” said Jason. “Why not buy your HVAC unit at ingramswaterandair.com? Skip Google and work face to face with a locally owned business. We have a very comprehensive website and a lot of detailed videos on YouTube that demonstrate how to install and maintain the equipment we sell. That’s a big component to our business as it helps our customers feel more confident about purchasing online. The videos also show how to pick the right products for your home or business.”

“We can offer products at a very good price because we are selling directly to the consumer,” explained Kyle Davis, Ingram’s marketing director. “You can purchase them online with the help of our highly trained sales staff. On average you’ll save 20-30 percent and, whenever possible, the shipping is free!”

– Danny Conenna, customer of IWAE.

With scorching summer heat right around the corner, you may question how you can afford to keep your home as cool as a cucumber. Heating and cooling costs account for roughly 48% of your home’s overall energy costs. While it may cost a little more up-front to replace your unit, remember that older units are far less energy efficient and drive your electric bills sky high.

If your unit has not been meeting your expectations, consider purchasing a MRCOOL™ system rather than spending more money. This high-quality AC replacement regulates the airflow of your home. It can save you, the customer, substantial dollars on your energy bill. Offering dozens of different systems from ductless units, heat pumps, and geothermal units, you’re sure to find the right system for your home or business.

With a dependable, energy efficient HVAC unit from MRCOOL™ you’ll be saving money every month. For tips on repairing instead of replacing your unit, visit mrcool.com or contact one of their knowledgeable sales representatives.

“This is a great place to work! Great compensation if you put forth the effort; benefits, health insurance, and 401k after six months. My advice to our bosses is keep up the great work.” - Matt Seabaugh, employee.

Plain and simple, the plans for Ingram’s future is to grow! As well as the MRCOOL™ systems, Ingram carries products from major brands including Goodman, Trane, Mitsubishi, LG, and Bosch. With such a large variety of high-quality products to choose from, you’re sure to find the right equipment for your home or business.

Doug credits a lot of his success to good business practices and a great work environment for his employees. “I thought if I ever got into the position to hire folks that I’d treat them the way I’d want to be treated,” he said. “I believe that everyone deserves a good job – a good paying job. I know what it’s like to work and raise a family. Everyone has to pay their dues and success doesn’t come easily. There really is no substitute for hard work. I feel that we’re just stewards over this great company.”

“Ingram’s believes in treating their customers as if they were a neighbor,” said Jason. “We don’t just sell products, we follow-up with good customer service and whatever support they need. We’re really excited about the growth of the company and its product lines. Our new building has allowed us to offer more jobs in the community and to show local residents the great products and service Ingram’s offers.”

Ingram Water & Air Equipment is located at 50 Remington Way in Hickory, just outside of Mayfield. You can call them at 270.575.9595 and see all their products and services at iwae.com. �

Ingram Water & Air Equipment iwae.com | 50 Remington Way | Hickory, KY 42051 | 270.575.9595

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