The Furnace Outlet

Unfortunately, I haven’t had a good experience so far with this company. I had multiple conversations on the phone with a sales rep, trying to replace an old unit with the exact same unit from this company. Once it was shipped the unit was a much larger than my old unit I was replacing. The electrical on the new unit was a 5kw which won’t work since my old unit was a 3.5kw Now it’s going to cost me more $$$ money to ship it back and I will only get $200 on a $998 unit if I can find a LTL carrier to even pick it up. Hours in on the phone with multiple companies to find a LTL company to pick up the unit to return. Very, very disappointed!

I was replacing my old Amana PTC unit and with the very helpful website of Factory Furnace Outlet I called their contact number and spoke with Melissa Hawes. She provided the technical support I need to ensure I was looking at the correct model to replace my old unit. She was very helpful and provided necessary suggestions to help me in my decision making. She was also fun to talk with. :)

The company has on their website that customer care is available 24/7 so I wanted to test them and see if it was true. It is not true. I sent an email Friday evening @8:30pm and hoped I would have a response by Saturday but didn’t get a response until Monday morning @9:30. If I have an issue with a product I purchased from them, 3 days is too long to wait for a response. However, I do have to say, at least they responded. The other online company has yet to respond or even acknowledge and it has been over a week.

Beth is the best. I'm hard to get in touch with but she never gave up. We finally got together and she solved all my problems. The ptac that I ordered became obsolete. She worked with me to solve the problem. I would buy from her any day! You are very very fortunate to have an employee like Beth. You better take care of her. Thank you so much Beth! You are God sent.

Would leave negative rating if available. Ordered my product that I urgently needed on Thursday, 5 days later still hasn’t shipped and zero help, these people are clowns and an amateur outfit all around.

I called The Furnace Outlet with a lot of questions and the customer service rep Nancy was over the top knowledgeable, patient and answered my many questions without making me feel dumb. She definitely made my experience with this business very enjoyable. I highly recommend doing business with these people.

Beth was incredibly helpful and effective in helping me resolve an order change that had already been shipped. I appreciate her service, which is a great reflection on your firm. Fred

PLEASE! do not buy from this company, you might get a cheap price but it will cost more later. Purchased a new heat pump system from them, it burnt up 9 day later and these clowns want nothing to do with you!

They are advertising parts with wrong information. Looking for a cased evaporator Goodman cAPF1824A6DB. As soon as I placed the order, I notice they had the wrong picture/info (See how model # and item displayed on picture below are not the same), so I sent a message a couple of minutes after to cancel or change my order. Never got a response until the next day when Nancy called me to apologize because, very conveniently, the part was shipped already. I would have to pay shipping and restocking fees. Nancy is there only to apologize, doesn’t have any viable solutions for you. So, just in case someone’s need a CAPFA2318B6 in the Triangle in RDC, Raleigh-Durham, I have one for sale.

I spoke with Nancy and she was incredibly helpful. I had a ton of questions and she was patient and in the end we ordered 10 units/