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Business Profile

Heating Equipment

The Furnace Outlet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating Equipment.

Complaints

This profile includes complaints for The Furnace Outlet's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Furnace Outlet has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/07/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:01/09/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order ac unit and never sent it. I called twice and still nothing.

      Business Response

      Date: 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. 

    The Furnace Outlet is NOT a BBB Accredited Business.

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