ComplaintsforFactory Furnace Outlet

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In mid May 2023 I ordered $15,477.99 worth of PTAC units. Furnace Outlet withdrew from my checking account and was paid in full, received money,on May 24, 2023. No product came. I called and emailed **** and ***** at Furnace Outlet after one week. They knew the money had been transferred into Outlet's account but told me my funds had not cleared. I kept trying to get a straight via emails, on record and telephone calls until this morning. I called the bank to cancel the check and the bank informed me they had already taken the money out on May 24, 2023. They refused to send the product and also to refund my money. They have told untruths repeatedly. The proper regulatory agencies have been notified to start the fraud investigation. Please beware of this company.

  Business response

  06/07/2023

  On May 23rd, 2023 a check by phone payment was authorized by the customer and reviewed each day since processed to ensure the quickest service. The check payment is still showing submitted as of today 6/7/23 per the screen shot attached. Due to the extended timeframe in which this check has been submitted, we have already reached out to the processing systems IT department and they are working on the issue. At no point were funds released to us as the payment has been always been in "submitted" status.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order ac unit and never sent it. I called twice and still nothing.

  Business response

  01/10/2023

  Thank you for bringing this to our attention Mr. ***** and we certainly apologize for any frustration this may have caused. We have confirmed that Order **** placed on 1/4 has shipped from our Iowa warehouse via ESTES tracking **********. The carrier should be calling you to schedule delivery as required for arranged freight or LTL shipments, however, please feel free to call the destination terminal directly at ***** ********* We do see two calls from 1/6 in which were answered by our customer service team at which time you were advise we were solely waiting for the tracking from the warehouse as they were awaiting the carrier to pick up the unit. If you no longer want the item, please call ************ and ask for *******, I am the Operations Manager and would be happy to ensure this issues is not just resolved but done so in a highly satisfactory manner. Thank you. 

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  cost I am out on hvac equip. $4175.00 Stay away from this company unless you enjoy being scammed Product Ordered was delivered damaged and when I called and spoke to the service representative was told they were on back due to covid and would have to wait....just a way for them to blow me off...funny how every other company I spoke with had them available to ship They also never sent me a return shipping label as they said they would and will not return my calls Avoid them at all cost order from supply.com I've no issues with them they stand behind anything your order

  Business response

  03/03/2022

  Business Response /* (1000, 11, 2022/03/01) */ ********* was ordered on 1/31 at which time the customer was read and agreed to the terms and conditions MP3 recording of call available to confirm. Please see full terms here https://www.thefurnaceoutlet.com/terms as terms pertain to this particular customers, see specific terms here https://www.thefurnaceoutlet.com/shipping which states we must be notified of damages within 48 hours of receiving the items, otherwise, the customer must file a damage claim with the shipping company directly. The customer paid for the order on 9/2. We were notified of the back order from factory on 9/3 and informed customer. He did have the option to cancel before the items were shipped but decided to wait. ********* was shipped on 9/27 via WARD tracking 5000268400 which can be reviewed on the carrier's website directly and confirmed as delivered on 9/28. The first notice of damage was a phone call to our offices on 11/23/2021 which was 57 days after the delivery occurred. He stated that only one item was damaged out of the 5 ordered. At that time he was told first to have his qualified installer contact Goodman support to see if they would advise if the item was suitable for installation and before our customer service representative was able to tell him to file a claim with the shipping company directly, the customer disconnected the call. MP3 recording of the call available. The customer and his daughter then reached out again on 1/27/2022 requesting assistance with the damaged item again. We reviewed in detail the terms and conditions with them both and advised them to file a damage claim with the shipping company directly. We even collected the original BOL for the shipment and the MP3 of the customer's original order call in which we was read terms and sent them to the customer on 1/31. While we understand the customers frustration surrounding the issue, terms and conditions allow for 48 hours from delivery to notify us of damaged items, which is above the industry standards, as most companies do not even allow the 48 hour window notice of damages. The customer must file a damage claim with WARD directly. Consumer Response /* (3000, 13, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) cancel complaint-I will exchange or purchase new air handler.....

• Initial Complaint

  01/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/29/21 I purchased a goodman air handler SKU: ********** from Factory Furnace Outlet through their website, i used my Mountain America CU VISA card. Because of nondelivery after about 6 weeks I canceled the order. Some time after this I had to cancel the MACU Visa because of suspicious activity and was issued a new visa card. Unknown to me MACU flagged FFO. I have called around 20 times and spoke to them and emailed them many times. I asked to be refunded with a check or a deposit into my bank account. Or send me the furnace, I have since completed the project I was working on but probably could use it in the future. I was on a three way call with FFO and MACU. FFO said they would only refund to the same card number. MACU stated that was not possible to reactivate that card and they would write a letter stating that. While on the phone with FFO rep. ******* *. and MACU rep ****** *. I learned FFO thought I was running some kind of a scam. In my defense, I did register with FFO in 2019 on my first purchase.so I am not a total stranger. I did ask FFO rep ******* *. If I was worthy of receiving the furnace at my home address why a refund check would not be sent there . Or even to my po box. For the purchase price of 468.27 order # *************. I have done nothing wrong, I am a repeat customer. I'm not a crook. I am not running a scam. Send me a check or send me the furnace.

  Business response

  02/18/2022

  Contact Name and Title: ******* Operations Manage
  Contact Phone: ***********
  Contact Email: *******@thefurnaceoutlet.com
  ********* was placed 9/29 and customer was emailed on 9/30 a notice of item being on back order from the factory. On 11/19 we emailed customer an alternate option that was available, at which time, he requested a refund. We then attempted multiple times to complete the refund. When it was never able to be processed due to processor declining to accept the refund, we reached out to the customer on to advise we were unable to complete the refund back to his card. In discussing the issue with our payment processing system administrators, we were advised to only refund the customer via the original transaction due to liability. We also spoke with the customer and their financial institution in which they stated the card was closed due to fraud and that they would need to unblock the card to allow the refund and then re-block, they then sent an email stating they would not do so, however, I do have the recorded phone conversation that can be provided in mp3 format. This complaint is the first time the customer has stated they would like the item, as the last communication, he stated he was filing a dispute. We are happy to refund the customer once the card is unblocked by the customer or use the funds towards a new order as ********* has been canceled in our system. Records of contact, multiple attempted refunds, mp3s etc available for review.

  Business response

  03/17/2022

  We were told explicitly told not to send a check. Customer can file a claim with his card carrier, we will not send a check. 

  Customer response

  03/21/2022

  
  Complaint: ********
  
  I am rejecting this response because: I ordered a furnace from Factory Furnace Outlet, they debited my credit card knowing they did not have the product. Which is probably fraud or conversion.  The credit card used in this transaction no longer exists and can not be reopened. I am requesting a refund.
  
  Sincerely, ******* *****
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩