MrHayes,I am sorry to hear of the inconvenience you have occurredHowever, after reviewing the serial number associated with *** *** I do not see any approved warranty repairsGoodman Manufacturing does offer a part only warranty on most productsThe warranty documents do state that labor
and Freon are not warranted under the Goodman Manufacturing limited warranty. Could you please provide any documentation you might have that indicates that parts have been exchanged on this unit or that Goodman Manufacturing has declined warranty claims. Homeowner SupportGoodman Manufacturing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***
[Provide details of why you are not satisfied with this resolution.]I was charged 4,for parts and repairsThe repairs took well over hours to completeI am not an HVAC tech, but I do know the time and effort it took to replace parts and the attempts to fix the manufacturers defect(s)Your best course is to contact the HVAC tech again.
*** ***
Ms***,
We do stand behind our products, but you are asking for something that I cannot assist with. We can supply parts under warranty, however we do not replace units or pay for labor and Freon. This is company policy, so I cannot honor your request for something above and beyond our warranty
Best Regards,
Adam G***
Manager of Consumer Affairs
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.
To better assist you, please provide the model and serial number to your complete system. This may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s).
Thank you,
Adam [redacted]
Consumer Affairs Manager
[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. Business offered to reimburse me for 1 of the repairs made. I am satisfied with that resolution.
[redacted], In order to properly assist, please provide the serial number of your units, as well as any documentation showing that these units have been registered. Best Regards, Adam42858
Ms. **,
I apologize, but that we are unable to reach a solution that please you, however our company policy clearly states that units need to be registered. Your unit was not, therefore the unit is no longer under warranty.
Regards,
Adam G[redacted]
[redacted],We are sorry to hear of your problems associated with your a/c unit. Please 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,Adam42858Homeowner Support ManagerGoodman Manufacturing
Mr. [redacted],
I apologize that I cannot assist any further, as this unit is no longer under warranty. If this unit were under warranty I could supply the parts, however the warranty is no longer valid, therefore I am unable to assist.
Best Regards,
Adam G[redacted]
[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], Thank you for getting back to me so quickly. The unit is a Goodman Condenser Model #[redacted] serial #[redacted]and a coil Model #[redacted] serial # [redacted] This model has a default where the pin shorts out, this could have been much worse as the plug is burnt. I am not asking for a lot, I simply want the unit completely replaced and to not have to pay the labor as I just installed it 1 year ago. My installer is no longer in business and have chosen [redacted] in [redacted] Phone # [redacted] to handle. Your Customer service states that your people must inspect the unit first, however you are unable to do this until next Thursday 7/9 it will then take another week to two to get another unit installed. That equals the month of July Unacceptable. I wish to have a new unit here ASAP and installed ASAP at zero cost.Thank you in advance for handling this so quickly[redacted]
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.
Sent: Monday, November 02, 2015 2:20 PM To: drteam <[email protected]> Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted] I just had to replace the coil in my system. Just FYI and you wont cover anything under the warranty? [redacted]
**. [redacted],
I apologize about the troubles that you have encountered trying to find someone to honor and service your unit for warranty work. It was my understanding that [redacted] was working with the local distributor to have a technician make a site visit for you. Can you confirm...
that this has taken place and that your unit is operational?
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.]
I did not accept the response so this process can continue to be monitored by the Revdex.com until there is resolution. Thank you for your call Preston. I left a message for Cassie & am waiting for a reply. Thank you.
Regards,
~[redacted]
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.
Frankly, if the responder bothered to look at the history of the complaint they would realize that their response is non sequitur in so far a completely resolving my situation to my (the customer's) full satisfaction. I now realize that as far as the company is concerned they've done all they think they should do. So I'll suffer another $600 labor cost and see how the replacement unit holds up. If I have further problems I will have to resort to a different strategy to seek redress for myself and other similar users that will be sure to involve the media.As a final note and for the record if you go to the goodmanmfg.com website and look under "Support", "Extended Warrenty" you will find a vague reference to a plan that is supplied by their dealers. If you then click on the box to find a dealer and enter my zip code you'll find 117 dealers in a 50 mile radius for sales/installation. If you use the "Asure" filter to find one that offers the ??? extended ??? warranty the result is "0". 50 miles is the greatest radius offered for choices. If the company really cared about their customers wouldn't they at least offer this wonderful warranty to customers as they register their units on the Goodman website. The answer is obvious in that it is simply viewed as an additional revenue generator for the dealer and most likely is provide by a third party if they choose to sell it and has nothing to do with Goodman at all. Its reference is yet another ploy designed to run out the clock and frustrate an unhappy customer to the point where they simply cave.
Regards,
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. As [redacted] has recommended, I picked another A/C repair company from [redacted]'s website, Mr. Chill TACLB17728E, and they sent a technician out to my house. Just like the numerous techs before, he didn't know what to do and then he wiggled some wires and the unit started working. I paid him, reminding him that this has happened before. Within two hours, the unit STOPPED WORKING AGAIN.I contacted Mr. Chill and they called me back a short time later to tell me that they were waiting on the [redacted] rep to call back to set up a time to come out to my house. I've been waiting on this call for almost THREE WEEKS NOW, since that was what the last company which worked on my A/C unit was told, by [redacted].[redacted] is continuing to fail at honoring their warranty.Just to state the facts again, it's been 5 weeks without A/C at my house, and out of the more than a dozen times someone at [redacted] said they would call, they've only called once, and that call was to say they would call me again in an hour (two weeks ago.)
Regards,[redacted]
Business Bureau:
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,
Adam please mail hard copies of both documents to:C[redacted]ine [redacted] NC HWY 62 Burlington, NC [redacted]The [redacted] and plumbing has began their investigation now that I have all the paperwork from Goodman. They will be deterring what is the actual problem. The installer is stating your findings are not correct. That he does not believe it is the size of the ductwork that is the problem, but the size of the new exhaust motor and a unit malfunction. I will contact you once the examiner has investigated and we have made the modification that Goodman is recommending. If this does not fix the challenge, than I will expect Goodman to reimburse me for the cost of changing my ductwork and returns and supplies and replace the unit. I have lost 7 months of revenue due to Goodman's and the installers delays on a new unit that has not worked since the day it was installed. C[redacted]The investigation can take up to 60 days. During this time, I am not allowed to make any repairs or they will give a specific request to the company doing the repairs as to what has to be done to make sure it does not compromise the investigation. After the investigation is completed, the suggested changes from Goodman will be made. This will determine if unit is a bad unit or if it was an error in installation.
Bureau:
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.
1. registered via [redacted].Pls respond prior to forwarding to:[redacted]
[redacted]
Dear Revdex.com/Mr. [redacted], We were able to reach a solution to Mr. [redacted]'s issues outside of the Revdex.com. A message was sent to [email protected] yesterday asking that this case be administratively closed. Solution:- Goodman Manufacturing offered $450.00 dollars toward the cost of replacing the evaporator coil.- Goodman Manufacturing gave Mr. [redacted] a labor warranty for the remainder of his unit's warranty. Both sides found this resolution acceptable and request that the complaint be closed. Attached are copies of the settlement papers.
Bureau:
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. This is not an acceptable response, because the duct work issue was not an 'issue' for the first 3 years the unit was in service. Now, 3 years after that...or 6 years from installation...it is now a problem. We had other brands, one was a 5 ton unit. It worked fine. We had to replace it because the contractor who installed the Goodman, said Freon was no longer used as a coolant. And that we needed a unit which could use the 'new' coolant. He recommended the Goodman...and problems began 3 full seasons AFTER installation.The problems didn't start until the Goodman unit was installed.So we called another service contractor for the last visit.PS: my husband is not horrible with names, he misunderstands what he hears, based on the reception of our phone (and theors) at the time. He has been in touch with Caroline.
Regards,
[redacted], for my husband [redacted]
Ms. [redacted],
I will stand by my work and I will review your invoices once the repairs have been made. I cannot make any promises, as company policy clearly states that we do not cover what you are asking. I will review your case, however I cannot make promises without any supporting documentation.
Regards,
Adam [redacted]
Manager of Consumer Affairs
MrHayes,I am sorry to hear of the inconvenience you have occurredHowever, after reviewing the serial number associated with *** *** I do not see any approved warranty repairsGoodman Manufacturing does offer a part only warranty on most productsThe warranty documents do state that labor
and Freon are not warranted under the Goodman Manufacturing limited warranty. Could you please provide any documentation you might have that indicates that parts have been exchanged on this unit or that Goodman Manufacturing has declined warranty claims. Homeowner SupportGoodman Manufacturing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***
[Provide details of why you are not satisfied with this resolution.]I was charged 4,for parts and repairsThe repairs took well over hours to completeI am not an HVAC tech, but I do know the time and effort it took to replace parts and the attempts to fix the manufacturers defect(s)Your best course is to contact the HVAC tech again.
*** ***
Ms***,
We do stand behind our products, but you are asking for something that I cannot assist with. We can supply parts under warranty, however we do not replace units or pay for labor and Freon. This is company policy, so I cannot honor your request for something above and beyond our warranty
Best Regards,
Adam G***
Manager of Consumer Affairs
Mr. [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.
To better assist you, please provide the model and serial number to your complete system. This may include a serial number for the indoor unit(s) and a serial number for the outdoor unit(s).
Thank you,
Adam [redacted]
Consumer Affairs Manager
[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. Business offered to reimburse me for 1 of the repairs made. I am satisfied with that resolution.
[redacted], In order to properly assist, please provide the serial number of your units, as well as any documentation showing that these units have been registered. Best Regards, Adam42858
Ms. **,
I apologize, but that we are unable to reach a solution that please you, however our company policy clearly states that units need to be registered. Your unit was not, therefore the unit is no longer under warranty.
Regards,
Adam G[redacted]
[redacted],We are sorry to hear of your problems associated with your a/c unit. Please 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,Adam42858Homeowner Support ManagerGoodman Manufacturing
Mr. [redacted],
I apologize that I cannot assist any further, as this unit is no longer under warranty. If this unit were under warranty I could supply the parts, however the warranty is no longer valid, therefore I am unable to assist.
Best Regards,
Adam G[redacted]
[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], Thank you for getting back to me so quickly. The unit is a Goodman Condenser Model #[redacted] serial #[redacted]and a coil Model #[redacted] serial # [redacted] This model has a default where the pin shorts out, this could have been much worse as the plug is burnt. I am not asking for a lot, I simply want the unit completely replaced and to not have to pay the labor as I just installed it 1 year ago. My installer is no longer in business and have chosen [redacted] in [redacted] Phone # [redacted] to handle. Your Customer service states that your people must inspect the unit first, however you are unable to do this until next Thursday 7/9 it will then take another week to two to get another unit installed. That equals the month of July Unacceptable. I wish to have a new unit here ASAP and installed ASAP at zero cost.Thank you in advance for handling this so quickly[redacted]
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.
Sent: Monday, November 02, 2015 2:20 PM To: drteam <[email protected]> Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted] I just had to replace the coil in my system. Just FYI and you wont cover anything under the warranty? [redacted]
**. [redacted],
I apologize about the troubles that you have encountered trying to find someone to honor and service your unit for warranty work. It was my understanding that [redacted] was working with the local distributor to have a technician make a site visit for you. Can you confirm...
that this has taken place and that your unit is operational?
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.]
I did not accept the response so this process can continue to be monitored by the Revdex.com until there is resolution. Thank you for your call Preston. I left a message for Cassie & am waiting for a reply. Thank you.
Regards,
~[redacted]
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.
Frankly, if the responder bothered to look at the history of the complaint they would realize that their response is non sequitur in so far a completely resolving my situation to my (the customer's) full satisfaction. I now realize that as far as the company is concerned they've done all they think they should do. So I'll suffer another $600 labor cost and see how the replacement unit holds up. If I have further problems I will have to resort to a different strategy to seek redress for myself and other similar users that will be sure to involve the media.As a final note and for the record if you go to the goodmanmfg.com website and look under "Support", "Extended Warrenty" you will find a vague reference to a plan that is supplied by their dealers. If you then click on the box to find a dealer and enter my zip code you'll find 117 dealers in a 50 mile radius for sales/installation. If you use the "Asure" filter to find one that offers the ??? extended ??? warranty the result is "0". 50 miles is the greatest radius offered for choices. If the company really cared about their customers wouldn't they at least offer this wonderful warranty to customers as they register their units on the Goodman website. The answer is obvious in that it is simply viewed as an additional revenue generator for the dealer and most likely is provide by a third party if they choose to sell it and has nothing to do with Goodman at all. Its reference is yet another ploy designed to run out the clock and frustrate an unhappy customer to the point where they simply cave.
Regards,
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. As [redacted] has recommended, I picked another A/C repair company from [redacted]'s website, Mr. Chill TACLB17728E, and they sent a technician out to my house. Just like the numerous techs before, he didn't know what to do and then he wiggled some wires and the unit started working. I paid him, reminding him that this has happened before. Within two hours, the unit STOPPED WORKING AGAIN.I contacted Mr. Chill and they called me back a short time later to tell me that they were waiting on the [redacted] rep to call back to set up a time to come out to my house. I've been waiting on this call for almost THREE WEEKS NOW, since that was what the last company which worked on my A/C unit was told, by [redacted].[redacted] is continuing to fail at honoring their warranty.Just to state the facts again, it's been 5 weeks without A/C at my house, and out of the more than a dozen times someone at [redacted] said they would call, they've only called once, and that call was to say they would call me again in an hour (two weeks ago.)
Regards,[redacted]
Better...
Business Bureau:
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,
Adam please mail hard copies of both documents to:C[redacted]ine [redacted] NC HWY 62 Burlington, NC [redacted]The [redacted] and plumbing has began their investigation now that I have all the paperwork from Goodman. They will be deterring what is the actual problem. The installer is stating your findings are not correct. That he does not believe it is the size of the ductwork that is the problem, but the size of the new exhaust motor and a unit malfunction. I will contact you once the examiner has investigated and we have made the modification that Goodman is recommending. If this does not fix the challenge, than I will expect Goodman to reimburse me for the cost of changing my ductwork and returns and supplies and replace the unit. I have lost 7 months of revenue due to Goodman's and the installers delays on a new unit that has not worked since the day it was installed. C[redacted]The investigation can take up to 60 days. During this time, I am not allowed to make any repairs or they will give a specific request to the company doing the repairs as to what has to be done to make sure it does not compromise the investigation. After the investigation is completed, the suggested changes from Goodman will be made. This will determine if unit is a bad unit or if it was an error in installation.
Better Business...
Bureau:
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.
1. registered via [redacted].Pls respond prior to forwarding to:[redacted]
[redacted]
Dear Revdex.com/Mr. [redacted], We were able to reach a solution to Mr. [redacted]'s issues outside of the Revdex.com. A message was sent to [email protected] yesterday asking that this case be administratively closed. Solution:- Goodman Manufacturing offered $450.00 dollars toward the cost of replacing the evaporator coil.- Goodman Manufacturing gave Mr. [redacted] a labor warranty for the remainder of his unit's warranty. Both sides found this resolution acceptable and request that the complaint be closed. Attached are copies of the settlement papers.
Better Business...
Bureau:
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. This is not an acceptable response, because the duct work issue was not an 'issue' for the first 3 years the unit was in service. Now, 3 years after that...or 6 years from installation...it is now a problem. We had other brands, one was a 5 ton unit. It worked fine. We had to replace it because the contractor who installed the Goodman, said Freon was no longer used as a coolant. And that we needed a unit which could use the 'new' coolant. He recommended the Goodman...and problems began 3 full seasons AFTER installation.The problems didn't start until the Goodman unit was installed.So we called another service contractor for the last visit.PS: my husband is not horrible with names, he misunderstands what he hears, based on the reception of our phone (and theors) at the time. He has been in touch with Caroline.
Regards,
[redacted], for my husband [redacted]
Ms. [redacted],
I will stand by my work and I will review your invoices once the repairs have been made. I cannot make any promises, as company policy clearly states that we do not cover what you are asking. I will review your case, however I cannot make promises without any supporting documentation.
Regards,
Adam [redacted]
Manager of Consumer Affairs