"no one answers. The reviews are real. The responses aren't."

"I purchased a State 50 gallon hot water heater about 2 months ago. The box was in absolutely mint condition when it arrived. Today I went to install it in my new home and the back top was crushed and there was a golf ball size dent in the side. The product was clearly repackaged and shipped to me as new. Since the box was in pristine condition there was no need for me to open and inspect it. I got stuck for $900 buyer beware. I would not suggest purchasing anything from this company. But it you do open it and fully inspect it before you accept delivery."

"We had ordered an electronic air filter for a new AC unit we replaced in our home. It took about a month for the AC company to install the air filter, and when they did, it was not working as one of the two internal filters was not working. Factory Furnace Outlet told me I had to pay $150 for the replacement part because the box had been damaged in shipment, and it was my responsibility to verify that everything was working within 48 hours of delivery. As the unit sat in the box for almost a month before we knew it was broken, that was impossible to determine. I will never purchase from Factory Furnace Outlet, and I warn all future customers to buy from a reputable company instead."

"Don’t shop here! Customer service is no help whatsoever. If you run into any problems with this company, be ready to bite the bullet "

"Felt like they were pumping for personal information yet never gave me any answers. Not worth it. Had to cancel order via credit card. "

"They shipped me a damaged unit then when I refused to take delivery I had to wait weeks to get another unit. They did a great job hiding the damage under the untouched looking cardboard. And when it’s off the truck it’s yours. Don’t call expecting any type of customer service greater than rude at best. "

"I received authorization to return the air handler I purchased from them with the understanding that I could not return the compressor according to their scratch and dent policy. I had intended to purchase a heat pump (GSZ series) but mistakenly ordered the GSX series compressor which I accepted responsibility for.

Returned the air handler and heat strip that they had authorized and Melissa, their logistics manager, called to say they were refusing my return because the serial # label was not on the packaging for the air handler even though I sent it back even though they received it back in the the same shrink wrap it was shipped with."

"We have purchased two units from them directly and a third from someone who did not research there needs properly. They tried to put the wrong unit in a mobile home. I installed that unit five years ago and it is still working. Purchased my other two units in the last year. I am currently designing the third system for a retrofit of a 1950 2 story. I recommend this company to a frien and he purchase and received it 4 weeks ago. The products all Arrived as purchased with no visible damage on the day stated. I am not an ac contractor but do understand flow and was willing to pay a contractor to design the load or tonnage need with the Proper flow rate. These are not professional contractors but direct purchase partners. The mistake the rest of you made seems to be expecting expertise for whole sale pricing."

"This company will not stand behind their products at all! They sent me a defective unit that does not work and says that because I signed for it, it is not their responsibility. Not their problem. Said it must be because of the shipping and to call the shipping company. Then said the warranty covers the unit and I need to call the manufacturer. They are a crooked business and there is a special place in hell for them. Their dishonest with no integrity or customer service."

"This company is horrible to deal with. They say "let us help you design your system", yet when you call them to get information on the unit, they advise you incorrectly. We needed a horizontal mounting airhandler. We gave them the part numbers of all three pieces we were considering (condenser, blower and condenser coil). They told us it would work horizontally. When we got it, it was obvious it would NOT mount horizontally. They refuse to pay the shipping to take it back (which was over $300), so now we are stuck with a condenser coil we cannot use and had to pay for the correct one plus shipping of it. We never received the line set ordered ($241) and FFO basically said too bad that we signed for the delivery (even though we noted it was missing from the delivery). I had to call Goodman Distribution to get one sent out. They have good prices, but if anything goes wrong with the unit or the delivery, don't expect them to work with you at all. I DO NOT RECOMMEND THEM!!"

"Item received no visible damage but upon internal inspection was discovered Goodman ruptured the coil and unit had no refrigerant and damaged coil. Merchant will not stand behind unit and simply points consumer back to manufacturer who only offers parts warranty and no labor or refrigerant warranty. In excess of $1,000 to repair a brand new unit. This was the 3rd unit they shipped the first 2 were damaged in shipping and refused at the dock. I strongly encourage you avoid this merchant in spite of what appears to be a good price. Its not worth it. They love you till you have a problem then they treat you like a disease. "

"What they do not tell you is that if the unit they send you is defective, the warranty through the manufacturer does not cover labor if there was a defective part and for the installation of the part to repair it. In my case it is a defective coil that leaked freon right out of the box, so they are sending the new part but it will cost me about $500.00 to have it installed since they do not have any way to warranty labor. So a brand new unit will cost me an additional $500.00 through no fault of my own."

"do not buy from them they sent me a bad unit a 5 ton 13 seer packaged unit I have called left messages for weeks and no return calls. I paid $2,214.00 they sent the wrong ac adaptors and I sent them back and no refund for weeks yet and the unit had a brake in the suck suction line and all of the Freon escaped so I had to pay $549.00 to make the repair and no results from them so don't buy from them they don't warranty nothing."

"Do not buy from this company. They sent me a defective unit. I called and left 4 messages for a manager to call me back. No one ever called. I had to dispute the payment with my credit card company. "