In regards to the complaint filed by [redacted] related to her in store purchase on May 2, 2016.I wish to set the matter straight and clarify what actually transpired with her purchasing repair partsover the counterShe had called for a replacement board on Thursday April 28, for her furnacemodel GMP100-serial At that time we called iohnstone supply the distributer ofGoodman Parts and were advised the replacement board was a L45-or a Bwhich was anexact replacement boardWe checked our stock and advised [redacted] that we had the replacement boardin stockWe also advised her that if sold over the counter the board was not returnable due to it beingan electrical part.On Monday a gentleman came to pick up the part not [redacted] at that time he also requested we sell him atransformerI was in my office at that time and I came out of my office and advised him that the boardand transformer were not returnable for any reasonHe paid for two parts a universal transformer for$and a L45-board for $with sale tax $193.73.On Tuesday we received a call first in the morning that we sold her the wrong boardAt that time werecalled the supplier and were advised it was the right boardShe said there was a problem with thewiring we checked and advised her to come and return the defective wiring and we would replace itIwas in a meeting all day but was also in contact with my officeSince she was yelling at my office staff Iadvised my office person to replace the board and wiring harness that also was not acceptable to her.On my return from my meeting I took the call from her and advised her that the replacement board wasat the officeI even stopped on my way in and picked up a original replacement boardJust to clarifyGoodman does not make control boards Texas Instrument and White Rodgers make the control boardsand the replacement is a L45-Once again that was not good enough, as she was screaming at me Ihung up the phone.Customers try constantly to fix their furnace’s we cannot sell parts over the counter without having a noreturn policyThey take it home try it and when it does not correct their problem they try to return it.We even offered her a service call at a reduced rate to install the board we sold her.To some up the complaintBoard L45-see enclosed from [redacted] clarifying the right board was selectedA gentleman picked up two parts not [redacted] she was advised on the phone the parts were nonreturnableApparently the universal transformer she purchased may have been the problem as they didnot want to return itThe person picking up the parts was advised of our return policy by me and the office staffNot returnable for any reason he said he understood thatWe offered her replacement of the board free of charge just to be nice but that was notacceptable as she probably found out it was not the board causing her problemShe claimed she had a HVAC service person out that night but she has no urgency to get thereplacement part to fix her furnace that we offered.We are in the service business we install these board’s in Goodman furnace without any problems.It’s when a person that knows very little about the furnace operation tries to make the repair ontheir ownApparently the board was not the problem and now they try to make it my problemAsstated before there will be no refund a replacement board is available
In regards to the complaint filed by [redacted] related to her in store purchase on May 2, 2016.I wish to set the matter straight and clarify what actually transpired with her purchasing repair partsover the counterShe had called for a replacement board on Thursday April 28, for her furnacemodel GMP100-serial At that time we called iohnstone supply the distributer ofGoodman Parts and were advised the replacement board was a L45-or a Bwhich was anexact replacement boardWe checked our stock and advised [redacted] that we had the replacement boardin stockWe also advised her that if sold over the counter the board was not returnable due to it beingan electrical part.On Monday a gentleman came to pick up the part not [redacted] at that time he also requested we sell him atransformerI was in my office at that time and I came out of my office and advised him that the boardand transformer were not returnable for any reasonHe paid for two parts a universal transformer for$and a L45-board for $with sale tax $193.73.On Tuesday we received a call first in the morning that we sold her the wrong boardAt that time werecalled the supplier and were advised it was the right boardShe said there was a problem with thewiring we checked and advised her to come and return the defective wiring and we would replace itIwas in a meeting all day but was also in contact with my officeSince she was yelling at my office staff Iadvised my office person to replace the board and wiring harness that also was not acceptable to her.On my return from my meeting I took the call from her and advised her that the replacement board wasat the officeI even stopped on my way in and picked up a original replacement boardJust to clarifyGoodman does not make control boards Texas Instrument and White Rodgers make the control boardsand the replacement is a L45-Once again that was not good enough, as she was screaming at me Ihung up the phone.Customers try constantly to fix their furnace’s we cannot sell parts over the counter without having a noreturn policyThey take it home try it and when it does not correct their problem they try to return it.We even offered her a service call at a reduced rate to install the board we sold her.To some up the complaintBoard L45-see enclosed from [redacted] clarifying the right board was selectedA gentleman picked up two parts not [redacted] she was advised on the phone the parts were nonreturnableApparently the universal transformer she purchased may have been the problem as they didnot want to return itThe person picking up the parts was advised of our return policy by me and the office staffNot returnable for any reason he said he understood thatWe offered her replacement of the board free of charge just to be nice but that was notacceptable as she probably found out it was not the board causing her problemShe claimed she had a HVAC service person out that night but she has no urgency to get thereplacement part to fix her furnace that we offered.We are in the service business we install these board’s in Goodman furnace without any problems.It’s when a person that knows very little about the furnace operation tries to make the repair ontheir ownApparently the board was not the problem and now they try to make it my problemAsstated before there will be no refund a replacement board is available