*** ***
I apologize about the trouble that you have encountered with your unit. Also, I apologize about the misunderstanding between your contractor and the distributor. As you know, your contractor places a parts order at the distributor for any part that is found faulty under
warranty. The contractor ordered the wrong part with the distributor, therefore the correct part was never ordered for your unit. Fast-forward two weeks and you have contacted Goodman Manufacturing requesting a new unit, because you have been without air for weeks. If you would have contacted Goodman from the on-start, then we could have properly addressed your concerns about receiving the parts in a timely manner. Unfortunately, Goodman was not given the opportunity to address your issues, until you were two weeks into your ordeal. Goodman shipped the parts out as requested, but we cannot control what parts are ordered through your contractor
I will not be able to reimburse for the labor for the repair, nor can I authorize a unit replacement. Again, per company policy we will cover the parts
Regards,
Adam G***
Manager of Consumer Affairs
Mr*** *** ***,
I apologize about the troubles that you have encountered with your unit, however in order to assist further I would need you to provide the serial number of the unit. The serial number is digits long- all numeric.
Regards,
Adam G***
Manager of
Consumer Affairs
Mr***,
I apologize about the troubles that you have encountered with the warranty. In order to properly assist, please provide the serial numbers of the unit(s) at your home. Also, please provide any documentation you may have supporting the registration of your unit
Best
Regards,
Adam ***
Manager of Consumer Affaris
MrHoffert,
I apologize about the problems that you have encountered. I will assist with your complaint moving forward. Could you please attach the documentation that you have to the case, or send it to adam***@goodmanmfg.com. I have researched your claim and I am showing
that there is a year labor warranty on your outdoor unit, but am not showing any parts warranty. Also, I am not showing any warranty on your indoor unit. Please forward all your information, so I can ensure that you are given the correct warranty on all your units
Best Regards,
Adam G***
Manager of Consumer Affairs
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.]
Regards,
The point of this complaint is that we have a faulty unit. You have pointed your finger in every direction possible to keep from taking responsibility and replacing our unit. If there had not been problems with the unit, these problems would have never surfaced. The complaint all started because the heating unit malfunctioned. Goodman is taking no responsibility for the faulty unit, all they are doing is pointing their fingers at the dealer and the supplier and making excuses for their actions.Goodman should stand up and replace the unit and stop pushing the blame to the guys that came to our rescue and have tried their best to help us out by repairing this piece of junk sitting in our yard with a Goodman tag!We paid a premium price for the piece of junk and it is going to break us trying to keep it functional!Thanks, Angie L***
Mr***,Please review the attached warranty documentation for your unit ***Page two clearly states what is required for warranty parts coverage. Based on your communication with Goodman Manufacturing concerning your repair, it appears that you did not have a licensed a/c contractor repair your unit.Unfortunately, we will not be able to offer any warranty reimbursement to you.Thank you,Steven ***Manager Consumer AffairsGoodman Manufacturing
Revdex.com:
I have reviewed the response made by the business in refere**e to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Monday, February 16, 3:PM To: drteam Subject: RE: You have a New Message from Revdex.com Regarding Complaint #*** Please be advised that the issue has not been resolvedGoodman has offered a token of my out of pocket expenses.This is un acceptableI was having surgery and could not respondYou should be aware the there are several *** *** *** *** that have been filed against Goodman/*** regarding the defective coils on their heat pumps.One of the *** *** *** is in the state of ** where I resideThere are numerous complaints listed on the internet from numerous dis-satisfied customersIf Goodman Mfgwas a reputable company and not trying to avoid their obligation as sincere company they would resolve all the negative publicity Instead they're trying to hide under their warranty when they know they have a "latent Manufacturing Defect"-----------------------------------------
Regards,
We are sorry to hear of your problems associated with your a/c unitPlease send me the serial numbers for all of your *** a/c units in your home and any repair invoices you have from previous repair work.Once we receive this information from you we will be able to review your case and make a
recommendation to you.Thank you,Preston *** Manufacturing
Mr***,
I apologize about the problems that you have encountered with your unit. In order to properly assist, could you please provide the serial number of your units?
Best Regards,
Adam G***
Manager of Consumer Affairs
We are sorry to hear of your problems associated with your a/c unitPlease send me the serial numbers for all of your Goodman a/c units in your home and any repair invoices you have from previous repair work.Once we receive this information from you we will be able to review your case and make a
recommendation to you.Thank you,Goodman Manufacturing
Mr***, I do apologize that you believe we are dodging our warranty, because we are honoring the warranty that is applicable to your situation. We supply every unit with a year warranty, however in order to receive a year warranty- one must register their unit. If your unit was registered, then you could supply the registration certificate and I could update the system. However, I am unable to locate and sort of registration, therefore the year warranty applies to your unit. Company Policy clearly outlines the terms of the warranty and the registration of your product. I apologize that we cannot meet your request.Regards,Adam42858Manager of Homeowner Support
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.]I am Mrs*** *** not Mr***I find it interesting that you said you've called multiple timesTo date, if I have missed a call, I have received no messages from GoodmanWhat phone number would the call be coming from? And why no message if I did not answer?I am more than ready to get this resolved so yes I will call a manager when I receive a name/ phone numberI look forward to r ceiling contact informationThank you
Regards,*** ***
Mr***,
I apologize about the problems that you have encountered with your unit. However, in order to properly assist, I would need you to provide the serial number(s) of your Goodman units, proof that the home wasn't occupied until March, as well as any communication that you had with the
company within the day time frame
Best Regards,
Adam G***
Manager of Consumer Affairs
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 appreciate the efforts being made but, of course no results yet thanks*** * ***
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 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
Your unit is out of warranty and any concession that would be made would be above and beyond the warranty. I would be willing to offer you the $dollars towards the repair of the coil, mainly because the coil experienced a failure shortly after being installed. Again, this is being offered as a good faith gesture and is not a covered repair. I have attached a copy of the Offer Letter that would need to be signed and returned in order to process the refund
Best Regards,
*** ***
*** ** *** ***
Mrand Mrs***, Yes, you are understanding this correctYour licensed technician can request a technical site visit at his local distributorIf he is having trouble with that, he can contact us in the Homeowner Support Division so we can pass him through to technical supportUnfortunately,Goodman Manufacturing no guarantees can be made for your unit until a site inspection has been completed. Goodman Manufacturing
Dear *** ***,
Thank you for contacting Goodman/Amana's Consumer Affairs Division
To better assist you, please provide the model and serial number to your complete systemThis may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s)
Thank you,
*** ***
Consumer Affairs
***
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
They are merely stating again that they not receive the registration form and that it should have been sent certified mail Maybe they should state that on the actual form and/or advise that we need to call to confirm receipt
Regards,
*** ***
*** ***
I apologize about the trouble that you have encountered with your unit. Also, I apologize about the misunderstanding between your contractor and the distributor. As you know, your contractor places a parts order at the distributor for any part that is found faulty under
warranty. The contractor ordered the wrong part with the distributor, therefore the correct part was never ordered for your unit. Fast-forward two weeks and you have contacted Goodman Manufacturing requesting a new unit, because you have been without air for weeks. If you would have contacted Goodman from the on-start, then we could have properly addressed your concerns about receiving the parts in a timely manner. Unfortunately, Goodman was not given the opportunity to address your issues, until you were two weeks into your ordeal. Goodman shipped the parts out as requested, but we cannot control what parts are ordered through your contractor
I will not be able to reimburse for the labor for the repair, nor can I authorize a unit replacement. Again, per company policy we will cover the parts
Regards,
Adam G***
Manager of Consumer Affairs
Mr***,I will have the Letter Executed and a check will go out this coming Tuesday. Best Regards, Adam
Mr*** *** ***,
I apologize about the troubles that you have encountered with your unit, however in order to assist further I would need you to provide the serial number of the unit. The serial number is digits long- all numeric.
Regards,
Adam G***
Manager of
Consumer Affairs
Mr***,
I apologize about the troubles that you have encountered with the warranty. In order to properly assist, please provide the serial numbers of the unit(s) at your home. Also, please provide any documentation you may have supporting the registration of your unit
Best
Regards,
Adam ***
Manager of Consumer Affaris
MrHoffert,
I apologize about the problems that you have encountered. I will assist with your complaint moving forward. Could you please attach the documentation that you have to the case, or send it to adam***@goodmanmfg.com. I have researched your claim and I am showing
that there is a year labor warranty on your outdoor unit, but am not showing any parts warranty. Also, I am not showing any warranty on your indoor unit. Please forward all your information, so I can ensure that you are given the correct warranty on all your units
Best Regards,
Adam G***
Manager of Consumer Affairs
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.]
Regards,
The point of this complaint is that we have a faulty unit. You have pointed your finger in every direction possible to keep from taking responsibility and replacing our unit. If there had not been problems with the unit, these problems would have never surfaced. The complaint all started because the heating unit malfunctioned. Goodman is taking no responsibility for the faulty unit, all they are doing is pointing their fingers at the dealer and the supplier and making excuses for their actions.Goodman should stand up and replace the unit and stop pushing the blame to the guys that came to our rescue and have tried their best to help us out by repairing this piece of junk sitting in our yard with a Goodman tag!We paid a premium price for the piece of junk and it is going to break us trying to keep it functional!Thanks, Angie L***
Mr***,Please review the attached warranty documentation for your unit ***Page two clearly states what is required for warranty parts coverage. Based on your communication with Goodman Manufacturing concerning your repair, it appears that you did not have a licensed a/c contractor repair your unit.Unfortunately, we will not be able to offer any warranty reimbursement to you.Thank you,Steven ***Manager Consumer AffairsGoodman Manufacturing
Revdex.com:
I have reviewed the response made by the business in refere**e to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Sent: Monday, February 16, 3:PM To: drteam Subject: RE: You have a New Message from Revdex.com Regarding Complaint #*** Please be advised that the issue has not been resolvedGoodman has offered a token of my out of pocket expenses.This is un acceptableI was having surgery and could not respondYou should be aware the there are several *** *** *** *** that have been filed against Goodman/*** regarding the defective coils on their heat pumps.One of the *** *** *** is in the state of ** where I resideThere are numerous complaints listed on the internet from numerous dis-satisfied customersIf Goodman Mfgwas a reputable company and not trying to avoid their obligation as sincere company they would resolve all the negative publicity Instead they're trying to hide under their warranty when they know they have a "latent Manufacturing Defect"-----------------------------------------
Regards,
We are sorry to hear of your problems associated with your a/c unitPlease send me the serial numbers for all of your *** a/c units in your home and any repair invoices you have from previous repair work.Once we receive this information from you we will be able to review your case and make a
recommendation to you.Thank you,Preston *** Manufacturing
Mr***,
I apologize about the problems that you have encountered with your unit. In order to properly assist, could you please provide the serial number of your units?
Best Regards,
Adam G***
Manager of Consumer Affairs
We are sorry to hear of your problems associated with your a/c unitPlease send me the serial numbers for all of your Goodman a/c units in your home and any repair invoices you have from previous repair work.Once we receive this information from you we will be able to review your case and make a
recommendation to you.Thank you,Goodman Manufacturing
Mr***, I do apologize that you believe we are dodging our warranty, because we are honoring the warranty that is applicable to your situation. We supply every unit with a year warranty, however in order to receive a year warranty- one must register their unit. If your unit was registered, then you could supply the registration certificate and I could update the system. However, I am unable to locate and sort of registration, therefore the year warranty applies to your unit. Company Policy clearly outlines the terms of the warranty and the registration of your product. I apologize that we cannot meet your request.Regards,Adam42858Manager of Homeowner Support
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.]I am Mrs*** *** not Mr***I find it interesting that you said you've called multiple timesTo date, if I have missed a call, I have received no messages from GoodmanWhat phone number would the call be coming from? And why no message if I did not answer?I am more than ready to get this resolved so yes I will call a manager when I receive a name/ phone numberI look forward to r ceiling contact informationThank you
Regards,*** ***
Mr***,
I apologize about the problems that you have encountered with your unit. However, in order to properly assist, I would need you to provide the serial number(s) of your Goodman units, proof that the home wasn't occupied until March, as well as any communication that you had with the
company within the day time frame
Best Regards,
Adam G***
Manager of Consumer Affairs
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 appreciate the efforts being made but, of course no results yet thanks*** * ***
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 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
Your unit is out of warranty and any concession that would be made would be above and beyond the warranty. I would be willing to offer you the $dollars towards the repair of the coil, mainly because the coil experienced a failure shortly after being installed. Again, this is being offered as a good faith gesture and is not a covered repair. I have attached a copy of the Offer Letter that would need to be signed and returned in order to process the refund
Best Regards,
*** ***
*** ** *** ***
Mrand Mrs***, Yes, you are understanding this correctYour licensed technician can request a technical site visit at his local distributorIf he is having trouble with that, he can contact us in the Homeowner Support Division so we can pass him through to technical supportUnfortunately,Goodman Manufacturing no guarantees can be made for your unit until a site inspection has been completed. Goodman Manufacturing
Dear *** ***,
Thank you for contacting Goodman/Amana's Consumer Affairs Division
To better assist you, please provide the model and serial number to your complete systemThis may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s)
Thank you,
*** ***
Consumer Affairs
***
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
They are merely stating again that they not receive the registration form and that it should have been sent certified mail Maybe they should state that on the actual form and/or advise that we need to call to confirm receipt
Regards,
*** ***
MsL***,
Just let me know what the findings are and we can go from there
Regards,
Adam G***
Manager of Consumer Affairs