Goodman Solutions Reviews (%countItem)
Goodman Solutions Rating
Address: 2801 Network Blvd Suite 300, Frisco, Texas, United States, 75034-1881
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Goodman Network technicians have been to my house now 3 times and counting to repair an LG fridge/freezer.
My freezer stopped working, but was under warranty. Goodman networks scheduled an appointment a week after first contact, cleaned around the fridge, gave me an excuse that it will start working... never did.
They came out a second time, replaced the compressor and coolant... not only did they not fix my freezer, they now caused my fridge to stop working... so they came out a third time, and said it needed a new mother board!!!!... each appointment has been a week apart, and am still waiting to see if they will return!!.... it's been 4 weeks now since original contact!!! Maybe they're technicians don't know what they're doing.
We are so sorry for the inconvenience and frustration this has caused.
As much as we rely on technology and superior technician training to provide our customers with accurate service repair the first appointment, we deeply regret when breakdowns like this occur.
As with any appliance there is maintenance required, which includes cleaning of debris from the back of the fridge to ensure Compressor and components are working optimally. If this is not maintained, the appliance then begins operating at maximum performance levels with an ability to overheat which can then strain other components of the appliance and cause additional part damage.
In reviewing your account it seems as this may have been the case, to which the initial visit was cleaning of the fridge, the next 3 visits required part ordering to repair various parts that had been adversely affected. In providing Appliance Repair services for Brand Partners, such as LG, there are logistics for part ordering and technician scheduling lead times that must be taken into consideration and we appreciate the patience you have had to exercise.
I have made our corporate customer experience team aware of this issue so they can address any underlying problems and you will be contacted by a Goodman Represented regarding your repair status.
Once again, ***, We apologize for our failure to serve you well. Thanks so much for letting us know. Your feedback is valuable to us.
Let's be clear. My fridge was working, my freezer not. Your technician made my fridge not work now as well, and you're scheduled to be at my house a 5th time coming this Monday 06/29/2020.
once again we are sorry for the inconvenience this has caused you. Our hopes are that the technician scheduled for Monday 6/29 will be able to resolve any existing problems. Unfortunately, any equipment that has to be ordered has to go through LG, and due to the detriment of COVID-19 the times can be a little longer than usual. We are working to resolve this problem as best and soon as we can.
Dispatch canceling numerous technician appointments without notification & moving time for appointment. Company refusing to rectify situation.
I am a customer of Directv, a product of AT&T. On November 21st 2019 I had an appointment for a technician with Directv to come to my home because my service was not working. The dispatch for that appointment was through a third party Goodman Networks (told to me by AT&T). The technician appointment was canceled without notification of ANY form. I found out the technician appointment was canceled by checking the status of the appointment online. So, I called AT&T and made another technician appointment for November 23rd 2019. Yet, the same thing occurred with that appointment, it was canceled with ZERO notification and I only found out through checking the appointment status online. Therefore I called AT&T to file a complaint & to see what the problem was. I then made ANOTHER appointment for December 2nd 2019 which they canceled with NO notification again. So, I called AT&T again and made an appointment for December 1st 2019 between the hours of 12pm-4pm. The day before on November 30th 2019 I checked the status of my appointment online and saw that my technician appointment was moved from 12pm-4pm top 4pm-8pm without notification. I called AT&T and complained. They told me that they reached out to the dispatch (Goodman Networks) and the dispatch refused to switch time frame back to its original time and that if I could not be there between the hours of 4pm-8pm then they would not be able to send anyone out until December 9th 2019. Absolutely unacceptable but I am at their mercy so I said fine I will cancel MY plans & be there. At 8:45 am on Sunday December 1st 2019 I received a phone call from the Goodman Networks technician stating that he was on his way. I said "excuse me, you aren't supposed to be here until 4pm, I am in bed". He said "well I don't have anymore appointments today, just you so when can you be there"? I said " well sir, my appointment was changed to 4pm so I will be available then". He grew frustrated and said "you can't get there any earlier"? After all the hassle I was just appalled.
I would like a formal apology and explanation and for them to rectify the situation.
Goodman Networks spoke with the customer on December 4 and we were able to learn more about the dispatch issues she experienced. The customer received an explanation and a formal apology from the local site management. Goodman Networks takes pride in our customer service and are looking into this particular situation to tighten processes so this does not happen in the future. The customer relayed that they were satisfied with our response to this matter.
(The consumer indicated he/she ACCEPTED the response from the business.)
They apologized and seemed sincere. Wants to talk to their dispatch & retrain employees.
May 10, 2019
*** Networks
*** N
Frisco TX XXXXX
Re: *** Residence
2***
*** NJ XXXXX
*** TV/AT&T Account Number XXXXXXXX
TO: Corporate Headquarters.
I am writing to you so you know that I have reported this incident to FCC due to the fact that since March 22, 2019 we have gotten nothing but a runaround from *** TV/ AT & T. This to date is still going on and no one seems to call me or send another inspector out to my home. We had a home inspection in March and it was brought to our attention by the inspector himself that the *** TV lines coming into our home since 2008 have been leaking around the install into our attic. We now have SEVERE MOLD in our attic, this is not healthy and needs to be repaired the damage is so severe I have enclosed photos for you and my constant emails and my communications with them. *** TV sends a company out to do visual inspection which was fine and the gentlemen that came could not believe the damage from the install he says it was not properly sealed around the gaskets of the base into our attic which is causing the leaking. This has been leaking into our attic which we do not use for over 10 years. The MOLD is so bad that we really should not be living there it comes in from roof travels down our attic wall and who knows how much further into the wood under our homes siding for over 10 years the roof install has been leaking. We have little children in our home and *** TV has been made aware of this.
When we first complained it was so ridiculous that *** TV asked us WHO installed it we were like why would you ask us you are the installer and we explained it is not our place to find who installed our dish on roof we did however send them any and all documents and photos as per their request, So they sent out an inspector from a third party called Multiband Field Services (XXX)XXX-XXXX after about 15 days I ended up calling them to see what was going on and they informed me that they are not responsible for the damage I guess the report came back so bad so I said OK so who is they said you will see in my emails that they told me to go back and call *** TV so I was like ok this is not my place but however I did to protect our children in home in hopes of getting this terrible situation repaired.
On April 16th direct TV had me send the exact claim to a company called Ironwood Communications they said this was who installed my dish in 2008. So here we go again after about 3 weeks of no communications except emails telling me it was being discussed mind you NO inspection done from this company and you will see in my email that such was requested by ME long story short no one came out. They just emailed me and said they are as well not responsible. SO I ASK WHO IS this is when as you will see in my email that I was told to call Anita Taylor XXX-XXX-XXXX see final email of May 7th. Today is May 10th and I have left 2 messages per day since getting this number and are you surprised she has not gotten back to me.
Now I am requesting the FCC check into this situation with the severe MOLD issues in my attic and let our family know where we turn for repairs, as we do have the funds to have anything replaced on our own the damage is continuing and I want you to know that if our children and young adults in our home get sick from MOLD as well as older adults with health issues gets any worse from a MOLD condition we will start a full blown lawsuit against *** TV, Multiband and Ironwood Commucations.
BECAUSE WE CERTAINLY ARE NOT DIRECT TV INSTALLERS
THEY ARE SOMEONE WILL BE HELD LIABLE.
*** and Belinda ***
2***
Bloomsbury NJ XXXXX
Cells are best contact first
*** XXX-XXX-XXXX
Belinda XXX-XXX-XXXX
Home XXX-XXX-XXXX
Cc: FCC, *** Damage Emails given to us, Ironwood Communications, Multiband. Revdex.com, Attorney General's Office
Photos which each company is aware of one visual inspection and Ironwood communications no visual.
Product_Or_Service: Installation of *** TV on Roof
Order_Number: XXXXXXXX
Account_Number: XXXXXXXX
Repair MOLD IS NOT A JOKE WE HAVE CHILDREN IN THIS HOME IVE TRIED SEVERAL TIMES TO ASK THIS TO BE DONE.
Contact Name and Title: ***, Marketing
Contact Phone: XXXXXXXXXX
Contact Email: ***@goodmannetworks.com
This claim was investigated by both *** Networks (Multiband) and DirecTV. After reviewing the ***'s service request, it was determined that a subcontractor serviced the home. The claim is in the process of resolution.
(The consumer indicated he/she DID NOT accept the response from the business.)
We have not come to a resolution as of yet until another estimate
We are in the process of hopefully coming to a resolution at this time we are having another estimate drawn up as Hector of Multiband says we should have the siding of our home checked as soon as possible the water damage he thinks is gone into the siding he could not investigate this due to snow on the ground was not able to do anything outside except a visual and crawl in attic and confirm damages are their from wiring of Genie boxes but this is 2 years of rain and snow and harsh weather and leakage.
A Directv technician broke the HDMI port on my TV while installing a new receiver.
On September 4, 2018 a Directv technician came out to install new receivers and he broke one of the HDMI ports on my TV so now every time I have to change from Directv to Apple TV, I must get on a chair to change HDMI cables since I now only have one port. When I asked the technician what I was supposed to do with a broken HDMI port, he responded "get a new TV". Then after sending someone out to check the damage, they only offered $200 with the excuse that my TV was mounted too close to the wall and had scratches on the back of the TV. The TV is on a standard wall mount and is no closer to the wall than normal and the scratches are only because I have been having to change HDMI cables every time I want to switch from Directv to Apple TV. I requested they send someone out to fix the TV or replace it. It is a large 55" television so it is not easy to unmount and take somewhere to be fixed.
I expect Directv and their Risk Management agent to either send someone out to fix it (I cannot remove it or haul it anywhere myself) or replace it (I have been told HDMI ports cannot be fixed).
Document Attached***
Damage Claim resolved. *** signed off on the damage claim resolution (please see attached) on 1/22/2019. Goodman Networks mailed a check to *** for the claim on 1/28/2019 for $529.99 (check #XXXXXXX). This matter has been resolved. For Goodman Networks, from investigation to closure of a claim, our process takes 30-45 days to close.
(The consumer indicated he/she ACCEPTED the response from the business.)
My TV was replaced.
Unauthorized charges/upgrades to our Directv account.
Just received an email about this Upgrade 1-2Y0159DP, that was made to our account.Never spoke with anyone regarding an upgrade, never gave authorization to anyone to make any changes to our plan.
We had a technician who came out on Friday June 29th, Antoine E to fix our Directv due to all 4 tvs were not receiving good quality signal( frozen image and pixel image) , his service was a joke, lack of customer service and knowledge. Since he arrived to our house, very late ( appt was for 12pm-4pm) , he arrived at 4:20 pm ( wasted 4 hours of sick leave to wait for him), he was constantly on the phone. Sometimes with other technician asking what he should do , sometimes with friends. He did change some connectors but obviously that was not the problem since all the tv's were still not working, but never bothered to ask , go and check the upstairs tv's . While my husband and myself were upstairs to check on the 2 tv , he just LEFT. No good bye, no paper to sign that he came out, no checking if everything is in working condition, NOTHING. HE LEFT. That is unacceptable. Right after he left we got an email that we signed up for a protection plan for $8.99 a month. Never we agreed or even talked about a protection plan while the technician was here. After a very long hold on the phone we were able to cancel that( still don't know who approved that protection plan) , just to receive another email yesterday, Monday July 2nd that we are signed up for another protection plan. My question is who is the person responsible to access our account and add unauthorized cost to our plan? Hopefully we will hear back from you soon.
Fix the problem, no more unauthorized charges to our account. Apology.
We, Goodman Networks, would like to send our sincerest apologies- first for our delayed response to your complaint and also for the lack of quality of service that was received. We pride ourselves on timely appointments, knowledgeable staff, and ensuring Customers are educated and consenting to the protection plan. We have ensured to include your complaint as part of our market meetings lead by our regional managers to the technicians so they can understand, from a customer's perspective, what quality is not and then our regional managers went on to explain what a good quality job is. We would like to take time to thank you for sharing your insight as it has provided Goodman a tool for improvement.
As to the Protection Plan continued charges, Goodman Networks does not have the ability to process reimbursements for the protection plan. However, you can contact DirecTV at 1-800-531-5000 and they can assist with protection plan questions.
Tech came into my home, damaged tv and now no one will return my calls! It's been 17 days already! Plenty of time to resolve issue!
I'm just asking that my tv be replaced! It's now been 17 days since this occurred. I've submitted all the documentation. They didn't have any problem still taking my payment even tho I don't have a tv to watch??? How is this ok
The exact same tv is $418 plus tax That's what I'm asking for! And now since it's been 17 days with no tv, i feel i deserve a credit on my monthly bill as well! This is ridiculous!!!
We are a contractor for installation. The property claim was processed and paid according to set procedure. The inquiry for a credit applicable to provider services of DirecTV and AT&T will need to be addressed with AT&T directly.