Mrand MrsStubbs, Goodman Manufacturing has honored the warranty coverage that comes with the unit and the extended service agreement which was previously given to you at no chargeA copy of your extended warranty service agreement is attached, this explains that diagnostics and
service fees are the responsibility of the homeowner. Goodman Manufacturing Homeowner Support
[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 might be satisfactory to me They asked for the serial # of the unit : *** - other numbers on the warranty card are *** and in smaller numbers ***. However, I want them to know that we didn't spend any of our money getting this unit to work correctly. The contractor bend over backwards and helped us, not the company. My complaint is the rude treatment we got when we called to get help. No one could tell me what was covered under the warranty! We were told by company reps that the company had factory technicians that could come on site to check the unit. After placing many phone calls and getting no where we were told that the contractor had to initiate the scheduling of the visit by the factory technician. He tried to no avail- no one ever called him back. We called Goodman again and were told that they have no factory technicians that come out to inspect units!!!! We feel we've been lied to and given the run around for a year. The customer reps of Goodman thought we were complaining about how much it cost to run the unit when the problem was that it never put out any appreciable heat or cooling because it was short cycling. The reps constantly interrupted us and basically told us we didn't know what we were talking about. Our contractor has worked hard to help us get this resolved. We have health problems and were without a properly working unit during a very cold winter and an extremely hot summer. The unit was finally made to work by the contractor installing yet another thermostat which made the unit stop "short cycling". The unit was not fully charged when we received it so it was not in working order at that time it was shipped. We have been through considerable inconvenience over this whole matter
Thank you for your emailI'm sorry to read of your current issues with your Goodman A/C unit. Please send me the serial number of your unit and copies of all of your invoices from your A/C technician. Goodman Manufacturing warranty coverage applies to parts only and doesn't cover Freon or
labor.Please send me at your earliest convenience your serial number and copies of invoices so, I can investigate this matter further.Thank you,Preston *Goodman Manufacturing
Mr***,
As discussed, a technical representative will make a site visit on Thursday. Also, I am offering you a labor warranty to cover the cost of future repairs. Once the unit has been diagnosed, we will work to fix the unit ASAP
Best Regards,
Adam G***
Manager of Consumer Affairs
***,
I apologize about the trouble that you have encountered. However, in order to properly address your needs, please provide the serial number(s) for your Goodman Manufacturing units
Regards,
*** ***
Manager of Consumer Affairs
Again, I apologize about your frustration with our warranty However, being that the unit is out of warranty, I will be unable to assist any further.Thank you,Goodman Manufacturing
Dear *** ***:
Thank you for affording Goodman Manufacturing Company, L.P(“Goodman”) an opportunity to review this matter and to respond to your concerns regarding your Coil. As I am sure you would concede upon reflection, a product may experience a failure for numerous reasons
beyond the control of the manufacturer. Be that as it may, it is Goodman’s desire that each consumer of its product is satisfied to the extent reasonably possible.
Goodman’s warranty to the consumer is to the effect that it will provide a replacement part for any part of a warranted unit that is found to be defective under use and servicing. This 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, unit replacement, etc.
I understand you frustration about the costs incurred for repairs, however our Warranty and Company Policy clearly states that we do not cover the cost of labor and Freon. However, given the frustration that you have experienced, on 1/29/we offered to pay $towards the repairs of your coil. This was made a Goodwill Gesture above and beyond our typical policy. I have attached a copy of the offer letter. Please sign and return at your earliest convenience
Best Regards,
*** ***
*** ** *** ***
Mrs***, Thank you for sending over the information for us to reviewIt appears that your technician is in need of technical supportIf your current technician does not wish to work on the unit any further, you will have to go online at www.goodmanmfg.com, under the find a dealer tabThis will allow you to find someone who can assist with your concernsIf they are unable to diagnose the unit themselves they can contact the Homeowner Support Division at 4729, to be forwarded to technical supportIf your technician is in need of further assistance he can request a regional technical manager to preform a site visit, by going to his local distributorPlease contact us at if you have further questions. Goodman Manufacturing
Alyssa,
I apologize about the problems that you have encountered. In order to properly assist, please provide the serial number(s) of the units at your home, as well as any repair invoices that you may have
Best Regards,
Adam G***
Manager of Consumer Affairs
***,
I apologize about the troubles that you have encountered with your unit. Please provide me with the following:
Serial Number(s) of your unit
Your Contractor's name and number
Any repair invoices that you may have
Best regards,
Adam G***
Manager of Consumer Affairs
Mr***, Thank you for advising your concernGoodman Manufacturing has thoroughly looked into this situation and addressed with our Warranty TeamOur records indicate that there have not been any claims filed in the regard to this unitOur company strives to provide a high quality warranty
and a fast turnaround on all claims processed for part replacementsIn this case, there have not been any claims processed from your working contractor Please feel free to contact us directly for any further questions you may have as we would be happy to assist in providing a resolution Thank you Megan
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,Preston WGoodman Manufacturing
Mr***,Thank you for your emailI'm sorry to read of your current issues with your Goodman A/C unit. Please send me the serial number of your unit and copies of all of your invoices from your A/C technician. Goodman Manufacturing warranty coverage applies to parts only and doesn't cover
freon or labor. Please send me at your earliest convenience your serial number and copies of invoices so, I can investigate this matter further.Thank you,Steven W***Consumer Affairs ManagerGoodman Manufacturing
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 So, in your first correspondence with me, you indicated that if I supplied a registration certificate you would be happy to update the warranty coverage, OTHERWISE the unit would be out of warranty! This tells me that you are saying if I supply the registration certificate to you it will be under warranty!If I buy a new car I DO NOT have to register it to get the year/36,mile warranty and the 100,mile drivetrain warranty! Or am I screwed because I didn't go online and register my vehicle so now I get a standard year/36,mile but not the 100,mile drive warranty, because I did not register my vehicle with the manufacturer ? No that is not the way it works!It is not the to advertise a longer warranty and then give a lesser warranty because someone did not register a productAs you can see with the manufacturing date on the products I purchase from your company I am well within the ten years and just barely over the year markI have mentioned this problem to people I know and they said you should just say the units were installed within the last daysAs you can see I will not lie or hurt my integrity by doing something like thatI guess I could ask you where is your integrity as a company that you have a high dollar product such as these A/C units that wont last ten years.To me, you all are dodging the fact that your unit has not held up to a year standard! I even told the call center I am willing to just replace the compressor on the unitThis doubles the labor cost of getting my Goodman unit repairedPlease understand that I have never filed a complaint like thisI feel that your policy is not right and says that you think your units will fail because you are not confident enough to put a standard year warranty on your product with out this registration ruleI am not a try to get something for nothing kid of person! I just feel that I am correct on this subject and believe and prey that your company can have a heart.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Mr***I have offered to pay $dollars towards the repair of your mothers unit. Company policy states that we do not cover labor or freon, therefore I am unable to pay the amount you are asking. A $dollar concession is being offered strictly as a Goodwill Gesture. Please let me know if you accept. Regards,Adam G***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.comWe are in agreement that talking with Goodman management to discuss our complaintAt this time, we are not agreeing to anything but a phone conversationOur hope is that there will be satisfactory resolutionThank you.We are only in agreement to have a phone conversation with someone from Goodman management in an attempt to resolve our complaintWe are NOT agreeing to anything else at this time.Respectfully, *** * *** ***Phone number ***
Tuesday 10/availability: between 10:am & 11:am EST or between 1:pm & 3:pm ESTWednesday 10/availability between 9:am & 12:pm EST or after 3:pm ESTThursday 10/availability between 9:am & 11:am EST or Between 1:& 5:pm ESTFruday 10/availability after 9:am EST
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 In the event that the leak test is carried out and the unit determined to be faulty, please confirm whether you will reimburse the additional charges that have been paid due to the poorly manufactured unit
Regards,
Revdex.com:
I have reviewed the response made and would like to know how much the extended parts warranty cost at manufacturers cost as mentioned in prior correspondence
[Provide details of why you are not satisfied with this resolution.]
Regards,
Thank you for your emailI'm sorry to read of your current issues with your Goodman A/C unit. Please send me the serial number of your unit and copies of all of your invoices from your A/C technician. Goodman Manufacturing warranty coverage applies to parts only and doesn't cover Freon or
labor. Please send me at your earliest convenience your serial number and copies of invoices so, I can investigate this matter further.Thank you,Preston *Goodman Manufacturing
Ms***, Again, I apologize that you are upset your units were not registered for the proper warranty. However, registration is done through Goodman Manufacturing and not through your home builder. Per company policy, your unit is no longer under warranty. Best Regards, Adam42858Homeowner Support Manager
Mrand MrsStubbs, Goodman Manufacturing has honored the warranty coverage that comes with the unit and the extended service agreement which was previously given to you at no chargeA copy of your extended warranty service agreement is attached, this explains that diagnostics and
service fees are the responsibility of the homeowner. Goodman Manufacturing Homeowner Support
[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 might be satisfactory to me They asked for the serial # of the unit : *** - other numbers on the warranty card are *** and in smaller numbers ***. However, I want them to know that we didn't spend any of our money getting this unit to work correctly. The contractor bend over backwards and helped us, not the company. My complaint is the rude treatment we got when we called to get help. No one could tell me what was covered under the warranty! We were told by company reps that the company had factory technicians that could come on site to check the unit. After placing many phone calls and getting no where we were told that the contractor had to initiate the scheduling of the visit by the factory technician. He tried to no avail- no one ever called him back. We called Goodman again and were told that they have no factory technicians that come out to inspect units!!!! We feel we've been lied to and given the run around for a year. The customer reps of Goodman thought we were complaining about how much it cost to run the unit when the problem was that it never put out any appreciable heat or cooling because it was short cycling. The reps constantly interrupted us and basically told us we didn't know what we were talking about. Our contractor has worked hard to help us get this resolved. We have health problems and were without a properly working unit during a very cold winter and an extremely hot summer. The unit was finally made to work by the contractor installing yet another thermostat which made the unit stop "short cycling". The unit was not fully charged when we received it so it was not in working order at that time it was shipped. We have been through considerable inconvenience over this whole matter
Thank you for your emailI'm sorry to read of your current issues with your Goodman A/C unit. Please send me the serial number of your unit and copies of all of your invoices from your A/C technician. Goodman Manufacturing warranty coverage applies to parts only and doesn't cover Freon or
labor.Please send me at your earliest convenience your serial number and copies of invoices so, I can investigate this matter further.Thank you,Preston *Goodman Manufacturing
Mr***,
As discussed, a technical representative will make a site visit on Thursday. Also, I am offering you a labor warranty to cover the cost of future repairs. Once the unit has been diagnosed, we will work to fix the unit ASAP
Best Regards,
Adam G***
Manager of Consumer Affairs
***,
I apologize about the trouble that you have encountered. However, in order to properly address your needs, please provide the serial number(s) for your Goodman Manufacturing units
Regards,
*** ***
Manager of Consumer Affairs
Again, I apologize about your frustration with our warranty However, being that the unit is out of warranty, I will be unable to assist any further.Thank you,Goodman Manufacturing
Dear *** ***:
Thank you for affording Goodman Manufacturing Company, L.P(“Goodman”) an opportunity to review this matter and to respond to your concerns regarding your Coil. As I am sure you would concede upon reflection, a product may experience a failure for numerous reasons
beyond the control of the manufacturer. Be that as it may, it is Goodman’s desire that each consumer of its product is satisfied to the extent reasonably possible.
Goodman’s warranty to the consumer is to the effect that it will provide a replacement part for any part of a warranted unit that is found to be defective under use and servicing. This 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, unit replacement, etc.
I understand you frustration about the costs incurred for repairs, however our Warranty and Company Policy clearly states that we do not cover the cost of labor and Freon. However, given the frustration that you have experienced, on 1/29/we offered to pay $towards the repairs of your coil. This was made a Goodwill Gesture above and beyond our typical policy. I have attached a copy of the offer letter. Please sign and return at your earliest convenience
Best Regards,
*** ***
*** ** *** ***
Mrs***, Thank you for sending over the information for us to reviewIt appears that your technician is in need of technical supportIf your current technician does not wish to work on the unit any further, you will have to go online at www.goodmanmfg.com, under the find a dealer tabThis will allow you to find someone who can assist with your concernsIf they are unable to diagnose the unit themselves they can contact the Homeowner Support Division at 4729, to be forwarded to technical supportIf your technician is in need of further assistance he can request a regional technical manager to preform a site visit, by going to his local distributorPlease contact us at if you have further questions. Goodman Manufacturing
Alyssa,
I apologize about the problems that you have encountered. In order to properly assist, please provide the serial number(s) of the units at your home, as well as any repair invoices that you may have
Best Regards,
Adam G***
Manager of Consumer Affairs
***,
I apologize about the troubles that you have encountered with your unit. Please provide me with the following:
Serial Number(s) of your unit
Your Contractor's name and number
Any repair invoices that you may have
Best regards,
Adam G***
Manager of Consumer Affairs
Mr***, Thank you for advising your concernGoodman Manufacturing has thoroughly looked into this situation and addressed with our Warranty TeamOur records indicate that there have not been any claims filed in the regard to this unitOur company strives to provide a high quality warranty
and a fast turnaround on all claims processed for part replacementsIn this case, there have not been any claims processed from your working contractor Please feel free to contact us directly for any further questions you may have as we would be happy to assist in providing a resolution Thank you Megan
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,Preston WGoodman Manufacturing
Mr***,Thank you for your emailI'm sorry to read of your current issues with your Goodman A/C unit. Please send me the serial number of your unit and copies of all of your invoices from your A/C technician. Goodman Manufacturing warranty coverage applies to parts only and doesn't cover
freon or labor. Please send me at your earliest convenience your serial number and copies of invoices so, I can investigate this matter further.Thank you,Steven W***Consumer Affairs ManagerGoodman Manufacturing
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 So, in your first correspondence with me, you indicated that if I supplied a registration certificate you would be happy to update the warranty coverage, OTHERWISE the unit would be out of warranty! This tells me that you are saying if I supply the registration certificate to you it will be under warranty!If I buy a new car I DO NOT have to register it to get the year/36,mile warranty and the 100,mile drivetrain warranty! Or am I screwed because I didn't go online and register my vehicle so now I get a standard year/36,mile but not the 100,mile drive warranty, because I did not register my vehicle with the manufacturer ? No that is not the way it works!It is not the to advertise a longer warranty and then give a lesser warranty because someone did not register a productAs you can see with the manufacturing date on the products I purchase from your company I am well within the ten years and just barely over the year markI have mentioned this problem to people I know and they said you should just say the units were installed within the last daysAs you can see I will not lie or hurt my integrity by doing something like thatI guess I could ask you where is your integrity as a company that you have a high dollar product such as these A/C units that wont last ten years.To me, you all are dodging the fact that your unit has not held up to a year standard! I even told the call center I am willing to just replace the compressor on the unitThis doubles the labor cost of getting my Goodman unit repairedPlease understand that I have never filed a complaint like thisI feel that your policy is not right and says that you think your units will fail because you are not confident enough to put a standard year warranty on your product with out this registration ruleI am not a try to get something for nothing kid of person! I just feel that I am correct on this subject and believe and prey that your company can have a heart.
[Provide details of why you are not satisfied with this resolution.]
Regards,
Mr***I have offered to pay $dollars towards the repair of your mothers unit. Company policy states that we do not cover labor or freon, therefore I am unable to pay the amount you are asking. A $dollar concession is being offered strictly as a Goodwill Gesture. Please let me know if you accept. Regards,Adam G***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.comWe are in agreement that talking with Goodman management to discuss our complaintAt this time, we are not agreeing to anything but a phone conversationOur hope is that there will be satisfactory resolutionThank you.We are only in agreement to have a phone conversation with someone from Goodman management in an attempt to resolve our complaintWe are NOT agreeing to anything else at this time.Respectfully, *** * *** ***Phone number ***
Tuesday 10/availability: between 10:am & 11:am EST or between 1:pm & 3:pm ESTWednesday 10/availability between 9:am & 12:pm EST or after 3:pm ESTThursday 10/availability between 9:am & 11:am EST or Between 1:& 5:pm ESTFruday 10/availability after 9:am EST
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 In the event that the leak test is carried out and the unit determined to be faulty, please confirm whether you will reimburse the additional charges that have been paid due to the poorly manufactured unit
Regards,
Revdex.com:
I have reviewed the response made and would like to know how much the extended parts warranty cost at manufacturers cost as mentioned in prior correspondence
[Provide details of why you are not satisfied with this resolution.]
Regards,
Thank you for your emailI'm sorry to read of your current issues with your Goodman A/C unit. Please send me the serial number of your unit and copies of all of your invoices from your A/C technician. Goodman Manufacturing warranty coverage applies to parts only and doesn't cover Freon or
labor. Please send me at your earliest convenience your serial number and copies of invoices so, I can investigate this matter further.Thank you,Preston *Goodman Manufacturing
Ms***, Again, I apologize that you are upset your units were not registered for the proper warranty. However, registration is done through Goodman Manufacturing and not through your home builder. Per company policy, your unit is no longer under warranty. Best Regards, Adam42858Homeowner Support Manager