[redacted],
I have reviewed the serial number you provided and I am showing that the unit was not registered within the 60 day timeframe. In order to receive the 10 year warranty the unit had to be registered within 60 days of installation. I am showing that the unit was registered on 08/01/2013, which is 3 years outside of the allotted timeframe. Therefore, your unit is no longer under warranty. Please provide the repair invoices of your unit and I can look into possibly of conceding an extended parts warranty, but I would be unable to refund for previous repairs.
Best Regards,
Adam G[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.
Again, I mailed in the registration cards in the first 30 days of owning the unit. I cannot control the postal service, nor your company employees who would sort, receive or enter the registration information. This is not acceptable that human error falls in my lap, when your warranty should cover 10 years. Your company produced a faulty "A coil" frame, that rusts out much faster than it should. Your company knows this product is faulty, and is why you now have a new "A coil" frame that is completely aluminum. This is poor customer service, which should not be an accepted practice. Below is copied directly off of your website. This is not the product that I purchased. "A lot goes into every [redacted]® brand air handler and blower motor [redacted] Air Handlers with All-Aluminum evaporator coils simply work the way they’re supposed to, making each one a thing of beauty." Honor your warranty on parts, I will cover the labor on your faulty equipment. Based on obvious change needed in the A coil, you should cover both parts and labor. Stop blaming me for your inadequate parts, and your scam of a warranty. I did my part by mailing the registration card. Had I known you would not process this as you should have, I would have mailed it certified, but your instructions did not say to do so. 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.
[Provide details of why you are not satisfied with this resolution.]
Regards, The response did not make it clear on who to send the invoices to or to what address to send them to . I would like to know who it is that I am communicating with and their position in the company !!! Thank You .
**. [redacted],
I understand that you are upset that your unit was not registered in the proper timeframe, however our warranty clearly states that units are only subject to the ten year warranty if registered. I sympathize with your situation and understand that warranty information could be lost or misplaced during the installation process. However, this does not change the fact that this unit only has a 5 year warranty. I am unable to refund for previous repairs, however as a goodwill gesture I will offer you a 5 year parts warranty. This warranty will become active, once you sign and return the attached contract. Again, I will not reimburse for previous claims, however any part claim made moving forward will be covered.
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.]
The Installer that I purchased the equipment from did not register it. I was not given paperwork or instruction to register the unit. The unit was sold to me with a 10 year warranty. Goodman should honor this 10 year warranty under the circumstances described. What damages or costs are there to Goodman to provide the warranty within 60 days or 6 months? I do not understand why they cannot honor the 10 year warranty under the circumstances I just described. I am the victim here.
[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.
Ms. [redacted],
I have reviewed your serial numbers and do not show that the units were ever registered. Goodman Manufacturing supplies every unit with a Standard Manufacturer's Warranty of 5 years regardless of registration, therefore your units are still covered under the standard manufacturer's warranty. Unfortunately, I would not be able to give your units the registered coverage, because they were not registered. I have attached copies of the warranty certificates associated with your units.
Regards,
Adam G[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. The company wanted the model and serial numbers
indoor coil [redacted] sn [redacted] the part that leaked all the gasoutdoor unit [redacted] sn [redacted]
Regards,[redacted]
Hello,
Thank you for contacting Goodman/[redacted]'s Consumer Affairs Division.
For dealers/HVAC contractors in your area you may visit our website at: www.goodmanmfg.com or [redacted] . At the top right corner of the homepage you will see a place for your zip/postal code. Once you enter...
this you may contact any dealer below.
If you desire additional assistance, please contact our toll free line at: [redacted].
Ms. [redacted],
Goodman Manufacturing has honored the warranty that comes with the unit. Unfortunately, I am unable to provide the resolution you are seeking.
Regards,
Adam G[redacted]
Manager of Consumer Affairs
**. [redacted],
Who is requesting additional information? Your contractor should be able to take whate*er part is not functioning properly to the distributor and swap that part out under warranty. I'd be more than happy to ha*e someone contact your contract and figure out the delay. What is your contractors name and number?
[redacted]
Manager of Consumer Affairs
[redacted],
I apologize about the problems that you have encountered with your unit. I understand that your unit is out of the labor warranty, however given the problems that you have encountered, I am willing to offer you a 5 year labor warranty that would cover your units for the remainder of the parts warranty. I am unable to reimburse the cost of the current repairs, but [redacted] can file a claim on the labor warranty, if you haven't already paid them. Attached is the Extended Warranty, which needs to be signed and returned for processing.
Best 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.
[redacted] Sent: Wednesday, July 27, 2016 11:03 AM [redacted] Cc: drteam <[email protected]> Subject: RE: Complaint #[redacted] Dear Mr. [redacted]:On July 7, I mailed the copy of the invoice to you. I have not had a reply or reimbursement for my $350. cost.Sincerely,[redacted] Please note: message attached
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. I did attach the files that were requested from Goodman, the files sent are the serial numbers from the inside and outside units along with the original contract. If you need any other information for this case let me know asap, and I will have them immediately.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] (904) 413-3961
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.
Sir or Ma'am, They have performed the work, however they have not come through the other requests they have made over Revdex.com. They still have not come through with the $400 and have not provided me documentation need to finish my request. They also have not returned my phone calls and do not respond to my emails. The only response I have gotten from them is the Revdex.com. Please assist. [redacted]n
Regards,
Ms. L[redacted],
Attached is the letter that you are requesting. It is our professional opinion that the unit was not installed to the manufacturer's specifications, because the duct work is too small for the size of the unit.
Regards,
Adam G[redacted]
Manager of Consumer Affairs
I apologize about the inconvenience with your unit. Goodman does not require you to use the initial installer of your unit for warranty repairs. If you are in need of a local dealer you can reach the homeowner support department at (877) 254 4729. We will be able to assist you finding a local dealer...
to help you with any future warranty needs. We are unable to have your approve your request for different manufactures unit. If you have any future questions or concerns, please do not hesitate to call homeowner support at (877) 254 4729.
Mr. [redacted],
I am glad that I was able to send a technical representative to your home. I hope we are finally able to bring closure to your problems.
Regards,
[redacted]
Manager of Consumer Affairs
Goodman,
Serial Numbers from Units;Unit 1 - [redacted]Unit 2 - [redacted] Unit 3 - [redacted]
Regards,
[redacted],
I have reviewed the serial number you provided and I am showing that the unit was not registered within the 60 day timeframe. In order to receive the 10 year warranty the unit had to be registered within 60 days of installation. I am showing that the unit was registered on 08/01/2013, which is 3 years outside of the allotted timeframe. Therefore, your unit is no longer under warranty. Please provide the repair invoices of your unit and I can look into possibly of conceding an extended parts warranty, but I would be unable to refund for previous repairs.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
[redacted],
You were charged $4,100 dollars for the repairs to the units?
Regards,
Adam G[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.
Again, I mailed in the registration cards in the first 30 days of owning the unit. I cannot control the postal service, nor your company employees who would sort, receive or enter the registration information. This is not acceptable that human error falls in my lap, when your warranty should cover 10 years. Your company produced a faulty "A coil" frame, that rusts out much faster than it should. Your company knows this product is faulty, and is why you now have a new "A coil" frame that is completely aluminum. This is poor customer service, which should not be an accepted practice. Below is copied directly off of your website. This is not the product that I purchased. "A lot goes into every [redacted]® brand air handler and blower motor [redacted] Air Handlers with All-Aluminum evaporator coils simply work the way they’re supposed to, making each one a thing of beauty." Honor your warranty on parts, I will cover the labor on your faulty equipment. Based on obvious change needed in the A coil, you should cover both parts and labor. Stop blaming me for your inadequate parts, and your scam of a warranty. I did my part by mailing the registration card. Had I known you would not process this as you should have, I would have mailed it certified, but your instructions did not say to do so. 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.
[Provide details of why you are not satisfied with this resolution.]
Regards, The response did not make it clear on who to send the invoices to or to what address to send them to . I would like to know who it is that I am communicating with and their position in the company !!! Thank You .
**. [redacted],
I understand that you are upset that your unit was not registered in the proper timeframe, however our warranty clearly states that units are only subject to the ten year warranty if registered. I sympathize with your situation and understand that warranty information could be lost or misplaced during the installation process. However, this does not change the fact that this unit only has a 5 year warranty. I am unable to refund for previous repairs, however as a goodwill gesture I will offer you a 5 year parts warranty. This warranty will become active, once you sign and return the attached contract. Again, I will not reimburse for previous claims, however any part claim made moving forward will be covered.
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.]
The Installer that I purchased the equipment from did not register it. I was not given paperwork or instruction to register the unit. The unit was sold to me with a 10 year warranty. Goodman should honor this 10 year warranty under the circumstances described. What damages or costs are there to Goodman to provide the warranty within 60 days or 6 months? I do not understand why they cannot honor the 10 year warranty under the circumstances I just described. I am the victim here.
[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.
Ms. [redacted],
I have reviewed your serial numbers and do not show that the units were ever registered. Goodman Manufacturing supplies every unit with a Standard Manufacturer's Warranty of 5 years regardless of registration, therefore your units are still covered under the standard manufacturer's warranty. Unfortunately, I would not be able to give your units the registered coverage, because they were not registered. I have attached copies of the warranty certificates associated with your units.
Regards,
Adam G[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. The company wanted the model and serial numbers
indoor coil [redacted] sn [redacted] the part that leaked all the gasoutdoor unit [redacted] sn [redacted]
Regards,[redacted]
Hello,
Thank you for contacting Goodman/[redacted]'s Consumer Affairs Division.
For dealers/HVAC contractors in your area you may visit our website at: www.goodmanmfg.com or [redacted] . At the top right corner of the homepage you will see a place for your zip/postal code. Once you enter...
this you may contact any dealer below.
If you desire additional assistance, please contact our toll free line at: [redacted].
Regards,
Adam [redacted]
Manager at Consumer Affairs
Ms. [redacted],
Goodman Manufacturing has honored the warranty that comes with the unit. Unfortunately, I am unable to provide the resolution you are seeking.
Regards,
Adam G[redacted]
Manager of Consumer Affairs
**. [redacted],
Who is requesting additional information? Your contractor should be able to take whate*er part is not functioning properly to the distributor and swap that part out under warranty. I'd be more than happy to ha*e someone contact your contract and figure out the delay. What is your contractors name and number?
[redacted]
Manager of Consumer Affairs
[redacted],
I apologize about the problems that you have encountered with your unit. I understand that your unit is out of the labor warranty, however given the problems that you have encountered, I am willing to offer you a 5 year labor warranty that would cover your units for the remainder of the parts warranty. I am unable to reimburse the cost of the current repairs, but [redacted] can file a claim on the labor warranty, if you haven't already paid them. Attached is the Extended Warranty, which needs to be signed and returned for processing.
Best 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.
[redacted] Sent: Wednesday, July 27, 2016 11:03 AM [redacted] Cc: drteam <[email protected]> Subject: RE: Complaint #[redacted] Dear Mr. [redacted]:On July 7, I mailed the copy of the invoice to you. I have not had a reply or reimbursement for my $350. cost.Sincerely,[redacted] Please note: message attached
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. I did attach the files that were requested from Goodman, the files sent are the serial numbers from the inside and outside units along with the original contract. If you need any other information for this case let me know asap, and I will have them immediately.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] (904) 413-3961
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.
Sir or Ma'am, They have performed the work, however they have not come through the other requests they have made over Revdex.com. They still have not come through with the $400 and have not provided me documentation need to finish my request. They also have not returned my phone calls and do not respond to my emails. The only response I have gotten from them is the Revdex.com. Please assist. [redacted]n
Regards,
Ms. L[redacted],
Attached is the letter that you are requesting. It is our professional opinion that the unit was not installed to the manufacturer's specifications, because the duct work is too small for the size of the unit.
Regards,
Adam G[redacted]
Manager of Consumer Affairs
I apologize about the inconvenience with your unit. Goodman does not require you to use the initial installer of your unit for warranty repairs. If you are in need of a local dealer you can reach the homeowner support department at (877) 254 4729. We will be able to assist you finding a local dealer...
to help you with any future warranty needs. We are unable to have your approve your request for different manufactures unit. If you have any future questions or concerns, please do not hesitate to call homeowner support at (877) 254 4729.
Mr. [redacted],
I am glad that I was able to send a technical representative to your home. I hope we are finally able to bring closure to your problems.
Regards,
[redacted]
Manager of Consumer Affairs