***,
I apologize about the troubles that you have encountered with your unit. You have an extended labor warranty, which covers the cost of the repairs. Goodman Manufacturing has set prices that we pay depending on the repair and it appears the companies you have spoken with would rather charge outside of our Goodcare rates. *** has reached out to *** *** and they have agreed to work on the unit for the Goodcare rates and the only thing you would pay for is the service calls. Again, company policy and the Goodcare Warranty state that the service call is not covered under warranty. However, your are upset with this, so we stated we would reimburse you for the service call. This is above and beyond our warranty and yet you are still unhappy with the offer.
Next, you are demanding we pay your utility bills, which our warranty clearly states that we do not cover. Again, I will make a goodwill gesture offer of $to help cover whatever costs have been associate with your problem. Again, this is above and beyond our company policy.
*** has found a company willing to fix your unit, yet you are stating that we are dragging our feet. *** is willing to fix the unit, therefore you need to reach out to *** and set up an appointment to have your heat pump fixed.
The Revdex.com is an avenue in which you have taken to address your concerns and Goodman Manufacturing has clearly showm that we are going above and beyond our standard warranty to help assist with your issues. Goodman Manufacturing is not dragging our feet, as we have done the leg work and now you just need to set up an appointment with ***
Best Regards,
*** ***
Manager of Consumer Affairs
Mr***. This is an eternal PO number, not one that has been assigned by the distributorIs there a good contact number to reach out to you to discuss this matter, as well the contact number for the dealer working on your unit
Mr***, As already communicated with you, Goodman Manufacturing is willing to pay you $dollars towards the cost of repairs for your evaporator coil. I understand that this is not the full amount that you are seeking, however this is above and beyond our warranty
policies. Our warranty clearly states that the warranty is a part for part warranty and labor and Freon are not covered under warranty. Therefore, our offer is being made above and beyond our warranty policies.What has been done for you:- We gave you a parts warranty that provided you with an additional year parts warranty.- We offer you $dollars towards the cost of your first failure.- We are offering you another $dollars towards the cost of this repair. I do apologize, however Goodman Manufacturing will be unable to meet your request for full labor reimbursement. The offer of $dollars still stands, however full reimbursement will not be offered. Best Regards, Adam
[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 It took long enough for the "misunderstanding" to be acknowledged !!! My attempts to provide the correct information were met by a unsettling silence from Goodman. The lack of response I found to be dismissive and disrespectfulAt this point it is what it isHopefully no more problems, but I would not recommend a Goodman's product to anyoneRevdex.com Thank You for being this consumer's voice. Sincerely, *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
the contractor has not gotten paid yetInterestingly his check is lost in the mail and it may be 6-weeks before he gets his checkJust like the parts, Goodman has shown they are at least consistent in losing things
[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:
Am awaiting further review from Goodman before a resolution can be made
Did you receive the documentation that I sent in a prior email.Looking through my goodman packet that I received from the installer, there are no registration cards The installer insured me that the units had been registered
Mrs***. it was great speaking with you about the current inconveniences you are having with the unitPlease contact Cassie *** at If you have further questions. *** *Goodman Manufacturing
After reviewing the paperwork you sent over, we will not be able to assist you with further warranty requestYour paperwork indicated "unit installed by customer and registered by him"This unfortunately voids all future warranty repairs and request on the unitPlease see the attached warranty documentation that informs the homeowner that a licensed contractor must install the units to receive a warrantyThis information has been highlighted for you, to find easier
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
Thanks for the quick response back. I am happy to see that goodman is now trying to work with me on this manner, but I cannot accept $after all I have already paid out of pocket. If I had this offer from the beginning when the issue came up, it may have been feasable. My next appointment with the lawyer is on 23Marand I will likely let them take care of concerns. I am still out the previous labor charges and I will likely have another high electric bill this month.
Regards,
*** ** ***
Mrs***,
I apologize that you do not find my answer acceptable, however I will not be able to assist further. I am not sure where you are getting the information on a year warranty and Goodman Manufacturing does not have year warranty's, so I am not sure where that information is coming from. However, in a previous email I supplied the warranty certificate for your particular unit and your unit came with a year warranty. If you unit was installed in 2008, then years from would be 2013. Therefore, the unit is years out of warranty. I apologize, however I can assist no further
Regards,
Adam G***
Manager of Consumer Affairs
Mr***,
I apologize about the troubles that you have encountered with your unitI understand that your unit is no longer under warranty, however please forward your packet for further consideration
Regards,
Adam
Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and I'm replying them here because I didn't find the "reply message" button/**nkPlease can you forward my reply to them? This email is not an indication of closing the complaint.======================================================================...⇄ Adam,Thank you for your replyThe model number is ***The serial number is ***I've also attached the invoices of recharging Freon and leak search as a consequence of the broken coil twice in a yearI think these expenses should also be reimbursed.Thanks,***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]Our heating/cooling contractor had made contact with Goodman on at least one occasion seeking technical supportWe do not believe that we should continue to incur additional labor and/or parts charges in an effort to diagnose & maybe resolve the problemWe firmly believe that Goodman should be sending someone from technical support to look at the unit, diagnose & resolve the problem or replace the unit without cost to usAs consumers who purchased this unit in good faith & have had significant issues for several years we should not be held financially responsible for resolution.
Regards,
*** * *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
I am going to let my lawyer handle everything from here on out $does not cover all your company has put me through financially and emotionally
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Communications with a dealer about a system that I paid for is confidential?Very respectfully,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
again I have provided all goodman has asked for i.eReciepts, model numbers, everything and I get a different story everytime I'm still waiting to get the money back I was promised I have spoken to five different employees at goodman, none of which have resolved my issue It's extremely shady that affordable aire was one of your license distributors and yet I have to go with someone else and pay more money out of my pocket Your company is only going to pay about $in labor fees for a job that cost upward to $ You are in fact responsible for my bills based the "but for cause." The fact you cannot contact me personally after I left you a message on your voicemail, but can respond through the Revdex.com shows your lack of commitment to getting my issue resolved I want to speak to your boss This is no longer an internal manner Your company has caused me great anxiety in the mist of my upcoming deployment I will hold you responsible until you finally do the right thing and fix all the damage you have caused Stress, uncomfortable living conditions, finanical strain, and breach of contract
Regards,
***
Dear Mr***,
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 qualityGoodman’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
It appears in that Goodman Manufacturing offered a labor warranty to cover the costs of any future repairs, which you accepted. Also, I show that Goodman Manufacturing extended your year parts warranty to a year parts warranty. The purpose of the labor warranty is to cover the cost of any future repairs that may happen. The warranty associated with your unit covers parts and labor, not a unit exchange. I am not showing anywhere in our documentation that Goodman Manufacturing stated we would replace your unit; if that is not true then please provide the documentation that you have that states otherwise. Also, please provide any invoices in which you were charged monies toward the repair of the unit
Best Regards,
Adam G***
Manager of Consumer Affairs
Mr***, The cost for the 6-year parts warranty would be $dollars. This would cover your unit for the years 6-10. Your contractor is able to purchase this warranty at his local distributor. Best Regards, Adam42858Manager of Homeowner Support
***,
I apologize about the troubles that you have encountered with your unit. You have an extended labor warranty, which covers the cost of the repairs. Goodman Manufacturing has set prices that we pay depending on the repair and it appears the companies you have spoken with would rather charge outside of our Goodcare rates. *** has reached out to *** *** and they have agreed to work on the unit for the Goodcare rates and the only thing you would pay for is the service calls. Again, company policy and the Goodcare Warranty state that the service call is not covered under warranty. However, your are upset with this, so we stated we would reimburse you for the service call. This is above and beyond our warranty and yet you are still unhappy with the offer.
Next, you are demanding we pay your utility bills, which our warranty clearly states that we do not cover. Again, I will make a goodwill gesture offer of $to help cover whatever costs have been associate with your problem. Again, this is above and beyond our company policy.
*** has found a company willing to fix your unit, yet you are stating that we are dragging our feet. *** is willing to fix the unit, therefore you need to reach out to *** and set up an appointment to have your heat pump fixed.
The Revdex.com is an avenue in which you have taken to address your concerns and Goodman Manufacturing has clearly showm that we are going above and beyond our standard warranty to help assist with your issues. Goodman Manufacturing is not dragging our feet, as we have done the leg work and now you just need to set up an appointment with ***
Best Regards,
*** ***
Manager of Consumer Affairs
Mr***. This is an eternal PO number, not one that has been assigned by the distributorIs there a good contact number to reach out to you to discuss this matter, as well the contact number for the dealer working on your unit
Mr***, As already communicated with you, Goodman Manufacturing is willing to pay you $dollars towards the cost of repairs for your evaporator coil. I understand that this is not the full amount that you are seeking, however this is above and beyond our warranty
policies. Our warranty clearly states that the warranty is a part for part warranty and labor and Freon are not covered under warranty. Therefore, our offer is being made above and beyond our warranty policies.What has been done for you:- We gave you a parts warranty that provided you with an additional year parts warranty.- We offer you $dollars towards the cost of your first failure.- We are offering you another $dollars towards the cost of this repair. I do apologize, however Goodman Manufacturing will be unable to meet your request for full labor reimbursement. The offer of $dollars still stands, however full reimbursement will not be offered. Best Regards, Adam
[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 It took long enough for the "misunderstanding" to be acknowledged !!! My attempts to provide the correct information were met by a unsettling silence from Goodman. The lack of response I found to be dismissive and disrespectfulAt this point it is what it isHopefully no more problems, but I would not recommend a Goodman's product to anyoneRevdex.com Thank You for being this consumer's voice. Sincerely, *** ***
thanks *** my service person told me he ordered the part but it hasn't come in yet hopefully the wait will not be too long,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
the contractor has not gotten paid yetInterestingly his check is lost in the mail and it may be 6-weeks before he gets his checkJust like the parts, Goodman has shown they are at least consistent in losing things
[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:
Am awaiting further review from Goodman before a resolution can be made
Did you receive the documentation that I sent in a prior email.Looking through my goodman packet that I received from the installer, there are no registration cards The installer insured me that the units had been registered
Mrs***. it was great speaking with you about the current inconveniences you are having with the unitPlease contact Cassie *** at If you have further questions. *** *Goodman Manufacturing
After reviewing the paperwork you sent over, we will not be able to assist you with further warranty requestYour paperwork indicated "unit installed by customer and registered by him"This unfortunately voids all future warranty repairs and request on the unitPlease see the attached warranty documentation that informs the homeowner that a licensed contractor must install the units to receive a warrantyThis information has been highlighted for you, to find easier
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
Thanks for the quick response back. I am happy to see that goodman is now trying to work with me on this manner, but I cannot accept $after all I have already paid out of pocket. If I had this offer from the beginning when the issue came up, it may have been feasable. My next appointment with the lawyer is on 23Marand I will likely let them take care of concerns. I am still out the previous labor charges and I will likely have another high electric bill this month.
Regards,
*** ** ***
Mrs***,
I apologize that you do not find my answer acceptable, however I will not be able to assist further. I am not sure where you are getting the information on a year warranty and Goodman Manufacturing does not have year warranty's, so I am not sure where that information is coming from. However, in a previous email I supplied the warranty certificate for your particular unit and your unit came with a year warranty. If you unit was installed in 2008, then years from would be 2013. Therefore, the unit is years out of warranty. I apologize, however I can assist no further
Regards,
Adam G***
Manager of Consumer Affairs
Mr***,
I apologize about the troubles that you have encountered with your unitI understand that your unit is no longer under warranty, however please forward your packet for further consideration
Regards,
Adam
Revdex.com:
I have reviewed the response made by the
business in reference to complaint ID ***, and I'm replying them here because I didn't find the "reply message" button/**nkPlease can you forward my reply to them? This email is not an indication of closing the complaint.======================================================================...⇄ Adam,Thank you for your replyThe model number is ***The serial number is ***I've also attached the invoices of recharging Freon and leak search as a consequence of the broken coil twice in a yearI think these expenses should also be reimbursed.Thanks,***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]Our heating/cooling contractor had made contact with Goodman on at least one occasion seeking technical supportWe do not believe that we should continue to incur additional labor and/or parts charges in an effort to diagnose & maybe resolve the problemWe firmly believe that Goodman should be sending someone from technical support to look at the unit, diagnose & resolve the problem or replace the unit without cost to usAs consumers who purchased this unit in good faith & have had significant issues for several years we should not be held financially responsible for resolution.
Regards,
*** * *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
I am going to let my lawyer handle everything from here on out $does not cover all your company has put me through financially and emotionally
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Communications with a dealer about a system that I paid for is confidential?Very respectfully,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
again I have provided all goodman has asked for i.eReciepts, model numbers, everything and I get a different story everytime I'm still waiting to get the money back I was promised I have spoken to five different employees at goodman, none of which have resolved my issue It's extremely shady that affordable aire was one of your license distributors and yet I have to go with someone else and pay more money out of my pocket Your company is only going to pay about $in labor fees for a job that cost upward to $ You are in fact responsible for my bills based the "but for cause." The fact you cannot contact me personally after I left you a message on your voicemail, but can respond through the Revdex.com shows your lack of commitment to getting my issue resolved I want to speak to your boss This is no longer an internal manner Your company has caused me great anxiety in the mist of my upcoming deployment I will hold you responsible until you finally do the right thing and fix all the damage you have caused Stress, uncomfortable living conditions, finanical strain, and breach of contract
Regards,
***
Dear Mr***,
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 qualityGoodman’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
It appears in that Goodman Manufacturing offered a labor warranty to cover the costs of any future repairs, which you accepted. Also, I show that Goodman Manufacturing extended your year parts warranty to a year parts warranty. The purpose of the labor warranty is to cover the cost of any future repairs that may happen. The warranty associated with your unit covers parts and labor, not a unit exchange. I am not showing anywhere in our documentation that Goodman Manufacturing stated we would replace your unit; if that is not true then please provide the documentation that you have that states otherwise. Also, please provide any invoices in which you were charged monies toward the repair of the unit
Best Regards,
Adam G***
Manager of Consumer Affairs
Mr***, The cost for the 6-year parts warranty would be $dollars. This would cover your unit for the years 6-10. Your contractor is able to purchase this warranty at his local distributor. Best Regards, Adam42858Manager of Homeowner Support