Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, From: [redacted] [mailto: [redacted] ] Sent: Tuesday, August **, 11:PM To: drteam Subject: RE: Complaint ID# [redacted] I need my complaint reopened My response: Attic unit model: [redacted] Attic unit serial#: [redacted] This was verafied by *** at GoodmanHis phone number is ###-###-####He did state it was on record under my address at [redacted] The unit was installed by [redacted] **Clent is the contact ###-###-#### [redacted] knows about the problem and said you would take care of it because it had a five year warranty You can talk to [redacted] over repairs at ###-###-#### The coil was replaced with a Goodman Coil I did attach the bill of $dollars to the initial email, closing documents, a picture of the damaged coil, and a picture of the original coil sticker Have A Blessed Day! [redacted] My cell is ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I have attached receipts so that Goodman can reimburse me for costs [redacted]
Sir, Thank you for contacting Goodman's Consumer Affairs DivisionWe sincerely regret the difficulty you have experiencedWe make every effort to manufacture products of only the highest qualityGoodman’s record in providing consumers with a well designed, long lasting product is among the best in the industryHowever, despite the careful testing of each unit, problems can occur As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costsOur Limited Warranty covers replacement of a failed part, should a part failThis warranty does not cover labor, service charges or any other cost associated with the repairThis warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc Again, I apologize about the troubles that you have encountered I am not sure as to how you have been unable to reach Goodman Manufacturing, as we operate between the hours of 7-5:Central Time In order to better assist you I would need the following information: Model Numbers: Serial Numbers: Any and all invoices associated with the repairs that have taken place Regards, [redacted] Manager of Consumer Affairs
Mr [redacted] , The reason that the claim was originally rejected was because this information was not readily available to the Goodman employees I have reviewed you case and I would be willing to reimburse you $for the coil The warranty you are referring to is a parts only warranty, which does not include labor and Freon Therefore, the coil would be the only cost that I could reimburse you for Attached is an offer letter that I would need signed before I could start the refund process, please let me know if this is acceptable and we can move forward with payment Regards, [redacted] Manager of Consumer Affairs
Mr [redacted] , I apologize about the problems that have occured with your unit In order for me to better assist you, I would need the model and serial numbers of your unit Regards, [redacted] Manager of Consumer Affairs
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me The agreement is signed and attached to this responseIt has also been mailed to the [redacted] ***I will be looking forward to the reimbursement of $agreed upon [redacted] / [redacted] Style Definitions */
*** ***,
I reached out to *** *** and he said that the problems you have been having with the are fixable However, labor and Freon are not covered under the standard warranty *** *** is willing to fix your unit, however he is unable to cover the cost of the labor and
Freon Again, labor and Freon are not covered under the manufacturer's warranty However, given the number of problems that you've encountered, I would be willing to offer you $dollars towards your repairs I have attached a copy of an offer letter, please sign and return for processing
Best Regards,
*** ***
Manager of Consumer Affairs
Mr***,
I have received the offer letter and I will be submitting the paper work for the refund You should have the refund in roughly two weeks Can we agree to close the case as Goodman Manufacturing has complied with the warranty terms? Thank you for your time
Best Regards,
*** ***
Manager of Consumer Affairs
The reasoning that Goodman gave (that I didn't use an authorized dealer) was the same excuse I got from the letter I received in the mail at the end of *** *** from customer assistant, *** ***I called *** *** with the authorized dealer number that *** Heating and A/C gave to me over the phoneHe said he would look into itI never heard back from him even though I left multiple messages on his voicemailI called *** *** at Goodman because his name is on the letter I received from you so I could question why Goodman keeps saying that *** isn't authorized, and *** *** didn't return my call eitherOffering me $*** doesn't cover even half of my expenses on a coil that's now been replaced twice in less than years! They need to completely cover all costs, in my opinionPlus, once again, I've received no clear explanation as to why it's not completely covered and Goodman still remains a company that doesn't put any importance on customer satisfaction or service!
Regards,
*** ***
[A default letter is provided here which
indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
AC model: ***
Outside unit Serial # : ***
Attic unit Serial #: ***
This was verafied by *** at GoodmanHis phone number is ###-###-####He did state it was on record under my address at *** *** *** *** *** *** ***
The unit was installed by *** *** **Clent is the contact ###-###-####
*** *** knows about the problem and said you would take care of itYou can talk to *** *** over repairs at ###-###-####
The coil was replaced with a Goodman Coil
I did attach the bill of $dollars to the initial email
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have attached receipts so that Goodman can reimburse me for costs.
The reason the repair is not covered, is because you did not use an authorized Goodcare Dealer. Any technician can work on the unit, as long as they are certified through your state. However, the Goodcare Labor program is run through authorized dealers that have set rates arranged with Goodman Manufacturing. You did not use an authorize dealer, which is why you were charged for the repairs. Unauthorized dealers are unable to collect labor from Goodman Manufacturing, only authorized dealers can collect labor from Goodman. Also, you have stated that you contacted [redacted] with their authorized dealer number, which could not have been a valid number because they are not an authorized dealer. If they were an authorized dealer, they would have filed for the labor claim at the distributor when they picked up your parts. Again, in the previous email I attached a copy of the warranty terms, which were not followed, therefore you are not eligible for reimbursement.
However, if you provide a copy of the receipt of the repairs I will look into reimbursing you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
From: [redacted] [mailto:[redacted]]
Sent: Tuesday, August **, 2014 11:35 PM
To: drteam
Subject: RE: Complaint ID# [redacted]
I need my complaint reopened.
My response:
Attic unit model: [redacted]
Attic unit serial#: [redacted]1
This was verafied by [redacted] at Goodman. His phone number is ###-###-####. He did state it was on record under my address at [redacted]
The unit was installed by [redacted]. Clent is the contact ###-###-####.
[redacted] knows about the problem and said you would take care of it because it had a five year warranty. You can talk to [redacted] over repairs at ###-###-####.
The coil was replaced with a Goodman Coil.
I did attach the bill of $1900.00 dollars to the initial email, closing documents, a picture of the damaged coil, and a picture of the original coil sticker.
Sir,
Thank you for contacting Goodman's Consumer Affairs Division. We sincerely regret the difficulty you have experienced. We make every effort to manufacture products of only the highest quality. Goodman’s record in providing consumers with a well designed, long lasting product is...
among the best in the industry. However, despite the careful testing of each unit, problems can occur.
As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs. Our Limited Warranty covers replacement of a failed part, should a part fail. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc.
Again, I apologize about the troubles that you have encountered. I am not sure as to how you have been unable to reach Goodman Manufacturing, as we operate between the hours of 7-5:30 Central Time. In order to better assist you I would need the following information:
Model Numbers:
Serial Numbers:
Any and all invoices associated with the repairs that have taken place.
Mr. [redacted],
I apologize about the problems that have occured with your unit. In order for me to better assist you, I would need the model and serial numbers of your unit.
[redacted],
Thank you for contacting
Goodman's Consumer Affairs Division. We sincerely regret the difficulty
you have experienced. We make every effort to manufacture products of only
the highest quality. Goodman’s record in providing consumers with a well
designed,...
long lasting product is among the best in the industry. However,
despite the careful testing of each unit, problems can occur.
As part of your Extended Labor Warranty, you are entitled to have labor repairs covered, as long as you use an authorized Dealer. However, the dealer that you used is not enrolled in the program, therefore the Extended Labor contract cannot be utilized. These rules and regulations are expressed in our Terms and Conditions. If an Authorized Goodcare Dealer is not utilized, then Goodman Manufacturing is not responsible for labor. I will offer you a Goodwill Gesture of $[redacted] towards repairs, in the future please use a Goodcare Dealer otherwise a special concession will not be made.
Best Regards,
[redacted]
Manager of Consumer Affairs
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
The agreement is signed and attached to this responseIt
has also been mailed to the [redacted]I will be
looking forward to the reimbursement of $agreed upon
[redacted]
The reason that the claim was originally rejected was because this information was not readily available to the Goodman employees. I have reviewed you case and I would be willing to reimburse you $675.00 for the coil. The warranty you are referring to is a parts only warranty, which does not include labor and Freon. Therefore, the coil would be the only cost that I could reimburse you for. Attached is an offer letter that I would need signed before I could start the refund process, please let me know if this is acceptable and we can move forward with payment.
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards, From: [redacted] [mailto: [redacted] ] Sent: Tuesday, August **, 11:PM To: drteam Subject: RE: Complaint ID# [redacted] I need my complaint reopened My response: Attic unit model: [redacted] Attic unit serial#: [redacted] This was verafied by *** at GoodmanHis phone number is ###-###-####He did state it was on record under my address at [redacted] The unit was installed by [redacted] **Clent is the contact ###-###-#### [redacted] knows about the problem and said you would take care of it because it had a five year warranty You can talk to [redacted] over repairs at ###-###-#### The coil was replaced with a Goodman Coil I did attach the bill of $dollars to the initial email, closing documents, a picture of the damaged coil, and a picture of the original coil sticker Have A Blessed Day! [redacted] My cell is ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I have attached receipts so that Goodman can reimburse me for costs [redacted]
Sir, Thank you for contacting Goodman's Consumer Affairs DivisionWe sincerely regret the difficulty you have experiencedWe make every effort to manufacture products of only the highest qualityGoodman’s record in providing consumers with a well designed, long lasting product is among the best in the industryHowever, despite the careful testing of each unit, problems can occur As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costsOur Limited Warranty covers replacement of a failed part, should a part failThis warranty does not cover labor, service charges or any other cost associated with the repairThis warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc Again, I apologize about the troubles that you have encountered I am not sure as to how you have been unable to reach Goodman Manufacturing, as we operate between the hours of 7-5:Central Time In order to better assist you I would need the following information: Model Numbers: Serial Numbers: Any and all invoices associated with the repairs that have taken place Regards, [redacted] Manager of Consumer Affairs
Mr [redacted] , The reason that the claim was originally rejected was because this information was not readily available to the Goodman employees I have reviewed you case and I would be willing to reimburse you $for the coil The warranty you are referring to is a parts only warranty, which does not include labor and Freon Therefore, the coil would be the only cost that I could reimburse you for Attached is an offer letter that I would need signed before I could start the refund process, please let me know if this is acceptable and we can move forward with payment Regards, [redacted] Manager of Consumer Affairs
Mr [redacted] , I apologize about the problems that have occured with your unit In order for me to better assist you, I would need the model and serial numbers of your unit Regards, [redacted] Manager of Consumer Affairs
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me The agreement is signed and attached to this responseIt has also been mailed to the [redacted] ***I will be looking forward to the reimbursement of $agreed upon [redacted] / [redacted] Style Definitions */
*** ***,
I reached out to *** *** and he said that the problems you have been having with the are fixable However, labor and Freon are not covered under the standard warranty *** *** is willing to fix your unit, however he is unable to cover the cost of the labor and
Freon Again, labor and Freon are not covered under the manufacturer's warranty However, given the number of problems that you've encountered, I would be willing to offer you $dollars towards your repairs I have attached a copy of an offer letter, please sign and return for processing
Best Regards,
*** ***
Manager of Consumer Affairs
Mr***,
I have received the offer letter and I will be submitting the paper work for the refund You should have the refund in roughly two weeks Can we agree to close the case as Goodman Manufacturing has complied with the warranty terms? Thank you for your time
Best Regards,
*** ***
Manager of Consumer Affairs
The reasoning that Goodman gave (that I didn't use an authorized dealer) was the same excuse I got from the letter I received in the mail at the end of *** *** from customer assistant, *** ***I called *** *** with the authorized dealer number that *** Heating and A/C gave to me over the phoneHe said he would look into itI never heard back from him even though I left multiple messages on his voicemailI called *** *** at Goodman because his name is on the letter I received from you so I could question why Goodman keeps saying that *** isn't authorized, and *** *** didn't return my call eitherOffering me $*** doesn't cover even half of my expenses on a coil that's now been replaced twice in less than years! They need to completely cover all costs, in my opinionPlus, once again, I've received no clear explanation as to why it's not completely covered and Goodman still remains a company that doesn't put any importance on customer satisfaction or service!
Regards,
*** ***
[A default letter is provided here which
indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
AC model: ***
Outside unit Serial # : ***
Attic unit Serial #: ***
This was verafied by *** at GoodmanHis phone number is ###-###-####He did state it was on record under my address at *** *** *** *** *** *** ***
The unit was installed by *** *** **Clent is the contact ###-###-####
*** *** knows about the problem and said you would take care of itYou can talk to *** *** over repairs at ###-###-####
The coil was replaced with a Goodman Coil
I did attach the bill of $dollars to the initial email
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have attached receipts so that Goodman can reimburse me for costs.
[redacted]
[redacted],
The reason the repair is not covered, is because you did not use an authorized Goodcare Dealer. Any technician can work on the unit, as long as they are certified through your state. However, the Goodcare Labor program is run through authorized dealers that have set rates arranged with Goodman Manufacturing. You did not use an authorize dealer, which is why you were charged for the repairs. Unauthorized dealers are unable to collect labor from Goodman Manufacturing, only authorized dealers can collect labor from Goodman. Also, you have stated that you contacted [redacted] with their authorized dealer number, which could not have been a valid number because they are not an authorized dealer. If they were an authorized dealer, they would have filed for the labor claim at the distributor when they picked up your parts. Again, in the previous email I attached a copy of the warranty terms, which were not followed, therefore you are not eligible for reimbursement.
However, if you provide a copy of the receipt of the repairs I will look into reimbursing you.
Regards,
[redacted]
Manager of Consumer Affairs
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
Regards,
From: [redacted] [mailto:[redacted]]
Sent: Tuesday, August **, 2014 11:35 PM
To: drteam
Subject: RE: Complaint ID# [redacted]
I need my complaint reopened.
My response:
Attic unit model: [redacted]
Attic unit serial#: [redacted]1
This was verafied by [redacted] at Goodman. His phone number is ###-###-####. He did state it was on record under my address at [redacted]
The unit was installed by [redacted]. Clent is the contact ###-###-####.
[redacted] knows about the problem and said you would take care of it because it had a five year warranty. You can talk to [redacted] over repairs at ###-###-####.
The coil was replaced with a Goodman Coil.
I did attach the bill of $1900.00 dollars to the initial email, closing documents, a picture of the damaged coil, and a picture of the original coil sticker.
Have A Blessed Day!
[redacted]
My cell is ###-###-####
Sir,
Thank you for contacting Goodman's Consumer Affairs Division. We sincerely regret the difficulty you have experienced. We make every effort to manufacture products of only the highest quality. Goodman’s record in providing consumers with a well designed, long lasting product is...
among the best in the industry. However, despite the careful testing of each unit, problems can occur.
As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs. Our Limited Warranty covers replacement of a failed part, should a part fail. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc.
Again, I apologize about the troubles that you have encountered. I am not sure as to how you have been unable to reach Goodman Manufacturing, as we operate between the hours of 7-5:30 Central Time. In order to better assist you I would need the following information:
Model Numbers:
Serial Numbers:
Any and all invoices associated with the repairs that have taken place.
Regards,
[redacted]
Manager of Consumer Affairs
Mr. [redacted],
I apologize about the problems that have occured with your unit. In order for me to better assist you, I would need the model and serial numbers of your unit.
Regards,
[redacted]
Manager of Consumer Affairs
[redacted],
Thank you for contacting
Goodman's Consumer Affairs Division. We sincerely regret the difficulty
you have experienced. We make every effort to manufacture products of only
the highest quality. Goodman’s record in providing consumers with a well
designed,...
long lasting product is among the best in the industry. However,
despite the careful testing of each unit, problems can occur.
As part of your Extended Labor Warranty, you are entitled to have labor repairs covered, as long as you use an authorized Dealer. However, the dealer that you used is not enrolled in the program, therefore the Extended Labor contract cannot be utilized. These rules and regulations are expressed in our Terms and Conditions. If an Authorized Goodcare Dealer is not utilized, then Goodman Manufacturing is not responsible for labor. I will offer you a Goodwill Gesture of $[redacted] towards repairs, in the future please use a Goodcare Dealer otherwise a special concession will not be made.
Best Regards,
[redacted]
Manager of Consumer Affairs
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
The agreement is signed and attached to this responseIt
has also been mailed to the [redacted]I will be
looking forward to the reimbursement of $agreed upon
[redacted]
Mr. [redacted],
The reason that the claim was originally rejected was because this information was not readily available to the Goodman employees. I have reviewed you case and I would be willing to reimburse you $675.00 for the coil. The warranty you are referring to is a parts only warranty, which does not include labor and Freon. Therefore, the coil would be the only cost that I could reimburse you for. Attached is an offer letter that I would need signed before I could start the refund process, please let me know if this is acceptable and we can move forward with payment.
Regards,
[redacted]
Manager of Consumer Affairs