[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. Sent: Monday, [redacted], 2014 6:32 AM To: [redacted] Subject: [redacted] [redacted] Complaint #[redacted] I would like to report that all issues and charges have been settled to my satisfaction.Thanks, [redacted] [redacted]
Mr. [redacted],
I apologize about the problems that you have encountered. Could you please provide the serial number(s) if your unit(s), as well as any invoices associated with the repairs? I can review your request and see if anything can be done. Please be aware that if the part was...
replaced with an aftermarket part not authorized by Goodman, then I may not be able to refund for the cost of the part. I will assist in any way I can.
Best Regards,
Adam [redacted]
Manager of Consumer Affairs
Ms. [redacted], I apologize as I have been out of the office. I will be back in the office tomorrow 7/27/2016. I will respond to the email you have sent to my work email. Best Regards, [redacted]
Mr. [redacted],
I was under the impression that the part that was missing was replaced during the site visit, however I reached out to our tech rep to see if that was the case. I am waiting on a call back and I will let you if the part was replaced or not.
Best Regards,
[redacted]
Manager of Consumer Affairs
Hi Tom, We recently received a review from you that was only rated one star. We here at Goodman Manufacturing take customer service seriously and want to ensure to respond to every homeowners concern. It seems from you review, that your unit was not registered within the original 60 days, after...
installation. The Limited Warranty does require homeowners to register their units online or over the phone at (877) 254 4729. If a unit is registered within the 60 day period, following installation, the unit does acquire a ten year parts warranty. Unfortunately, the warranty guidelines are specific and do not allow for backdating a registration. I do understand this was not the resolution you were seeking, but this is the policy that we must adhere to. Homeowner Support Goodman Manufacturing Company, L.P.A member of [redacted] group19001 Kermier RdWaller, TX 77484
Ms. **,
I apologize about your frustration, but being the unit is no longer under warranty I will be unable to assist any further.
Best Regards,
Adam G[redacted]
the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Per your request, the serial numbers are:[redacted]Thank you in advance for your time and supportAndrea [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.] If I am understanding your response correctly you are stating that we must have a licensed HVAC technician present along with a Goodman technician. How are these arrangements made? Are we expected to pay the technician we have present? What financial/technical/potential replacement of unit can we expect Goodman to take responsibility for?
Regards,
[redacted] [redacted]
[redacted],
I apologize about the problems that you have encountered with your Goodman Manufacturing unit. In order to properly assist, could you please provide me with a list of serial numbers, as well as any invoices you may have. Could you please provide me with the contractor that...
is currently working on the unit?
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
**. [redacted],
[redacted] is going to be the best contact to help resolve your case. Goodman Manufacturing has provided an extended 5 year parts warranty, as well as an extended labor warranty. Therefore, as long as a Goodcare dealer is used, then you would only be responsible for paying for a service call. Company policy states that we will furnish a new part, however we have gone above and beyond our warranty and also provided an extended labor warranty. The remedy that you are demanding is something that we are unable to meet, as company policy states we do not pay utility bills. However, please submit me the bills that you have paid, along with any repair invoices and I can see if I can make a Goodwill Gesture offer.
Best Regards,
[redacted]
Manager of Consumer Affairs
Ms. [redacted], I do apologize about the problems you have encountered with your unit, however we are showing that this unit was never registered for the 10 year warranty. All Goodman Manufacturing units are shipped out with a standard manufacturer's warranty of 5 years. If the units are registered within 60 days of installation, then the unit would receive a 10 year warranty. You do not pay for the 10 year warranty, however you must register the unit within 60 days of installation to receive this warranty. I am not sure what you are speaking of in regards to losing registrations, as registrations are processed daily.Next, the Compcare Warranty that you speak of is a warranty that only covers the compressor. You do not register for this warranty, this warranty requires that a check/money order be sent to Goodman Manufacturing, along with the paperwork that you have submitted. 1. We never received the paperwork that you have in hand and 2. there was never a payment processed for this warranty as it was never sent in. If you believe you should have this warranty a canceled check would need to be supplied. The units are installed by licensed contractors, however they are not employees of Goodman Manufacturing. I am not sure what you had paid your specific contractor for, as all I can speak to is that your unit was never registered, nor was the Compcare warranty ever received, therefore your unit is out of warranty. Regards, Adam42858Goodman Manufacturing
The only resolution Goodman has given us is turning their back on us..........right from the beginning when it failed to operate on the 1st day!They have carried out nothing but bogus words no actions. And I was always taught actions speak louder than words.Best regards for your company failure in the future![redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11922403, and have determined that this proposed action would not resolve my complaint. Sent: Friday, January 13, 2017 12:51 PM Subject: RE: You have a New Message from Revdex.com Regarding Complaint #11922403 It was as expected considering the quality of their equipment and lack of quality control. I see Goodman refused to respond about the percentage of failed coils, which was also expected since I have to presume that there is a problem. They also refused to comment on their so-called extended warranty program which was never offered. It is clear that this exchange is futile – especially with regard to the above. And you can be assured that we will pass on to all of our home owner friends to avoid the use of any Goodman products. Joseph [redacted]
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.
[Provide details of why you are not satisfied with this resolution.]Apology not accepted if you were truly sympathetic to my cause when we asked for another unit to begin with n it didn't work at all because of the piston/valve being put in backwards you could have resolved it right then n there. From what I understand you knew these a/c n heating units were not top of the line like the information you gave [redacted]. Also you know they do not sell them any longer n haven't since 2010 n the reason is as you well know the service on them was more then they were worth. Like I told you if you would have contacted [redacted] they would have told you that this unit has been garbage since the beginning and it has nickeled n dimed us to death.
You can apologize to the customer all day long that bought these units thinking they were a unit that was reliable n high tech but the purchaser knows better n anyone that I can tell about this "Goodman fiasco" that will lend me their ear or time will definitely know what a unworthy big company you are! Always remember that word of mouth is really your best advertisement-- Shame on you!!
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. Sent: Tuesday, September 12, 2017 4:40 PMSubject: RE: Complaint resolution[...]Goodman has asked for the following information:Model # [redacted]Serial # [redacted]This is the case #[redacted] that Goodman assigned to our case. The person at Goodman that I had been communicating with was Jenny [redacted]. On July 12th I emailed her a PDF with the invoices from Terrell A/C, the local company that installed and serviced the unit. I am attaching another copy of that PDF per the request of Goodman.If there is additional information needed please let me know. Thank you.[redacted]
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. However, what if the leak continues and is an on going issue? Will the unit be replaced?What do you need from me to proceed with the refund of the Freon?
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.
In order to properly assess your complaint, could you please provide the serial number of your unit(s)? Also, please attach all invoices of repairs made to the unit, so that I can forward to my technical representatives for review.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10883673, and have determined that this proposed action would not...
resolve my complaint. No attachment was available, can you email it to me [redacted] if that is allowed by Revdex.com. Then I will complete it and send it back, and hope you can then expedite the payment.
Regards,
[redacted] Thomson.
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. From: [redacted] [mailto:[email protected]] Sent: Monday, April 13, 2015 12:28 PM To: drteam Subject: Re: Revdex.com Complaint ID-[redacted] i have previously responded to this request. I have ALL receipts , which are numerous since this system has been a problem for years. I will provide all of them to your rep when he arrives at my house tomorrow, april 14, 10am.Regards, [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], and find that this resolution would be satisfactory to me. Sent: Monday, [redacted], 2014 6:32 AM To: [redacted] Subject: [redacted] [redacted] Complaint #[redacted] I would like to report that all issues and charges have been settled to my satisfaction.Thanks, [redacted] [redacted]
Mr. [redacted],
I apologize about the problems that you have encountered. Could you please provide the serial number(s) if your unit(s), as well as any invoices associated with the repairs? I can review your request and see if anything can be done. Please be aware that if the part was...
replaced with an aftermarket part not authorized by Goodman, then I may not be able to refund for the cost of the part. I will assist in any way I can.
Best Regards,
Adam [redacted]
Manager of Consumer Affairs
Ms. [redacted], I apologize as I have been out of the office. I will be back in the office tomorrow 7/27/2016. I will respond to the email you have sent to my work email. Best Regards, [redacted]
Mr. [redacted],
I was under the impression that the part that was missing was replaced during the site visit, however I reached out to our tech rep to see if that was the case. I am waiting on a call back and I will let you if the part was replaced or not.
Best Regards,
[redacted]
Manager of Consumer Affairs
Hi Tom, We recently received a review from you that was only rated one star. We here at Goodman Manufacturing take customer service seriously and want to ensure to respond to every homeowners concern. It seems from you review, that your unit was not registered within the original 60 days, after...
installation. The Limited Warranty does require homeowners to register their units online or over the phone at (877) 254 4729. If a unit is registered within the 60 day period, following installation, the unit does acquire a ten year parts warranty. Unfortunately, the warranty guidelines are specific and do not allow for backdating a registration. I do understand this was not the resolution you were seeking, but this is the policy that we must adhere to. Homeowner Support Goodman Manufacturing Company, L.P.A member of [redacted] group19001 Kermier RdWaller, TX 77484
Ms. **,
I apologize about your frustration, but being the unit is no longer under warranty I will be unable to assist any further.
Best 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. Per your request, the serial numbers are:[redacted]Thank you in advance for your time and supportAndrea [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.] If I am understanding your response correctly you are stating that we must have a licensed HVAC technician present along with a Goodman technician. How are these arrangements made? Are we expected to pay the technician we have present? What financial/technical/potential replacement of unit can we expect Goodman to take responsibility for?
Regards,
[redacted] [redacted]
[redacted],
I apologize about the problems that you have encountered with your Goodman Manufacturing unit. In order to properly assist, could you please provide me with a list of serial numbers, as well as any invoices you may have. Could you please provide me with the contractor that...
is currently working on the unit?
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
**. [redacted],
[redacted] is going to be the best contact to help resolve your case. Goodman Manufacturing has provided an extended 5 year parts warranty, as well as an extended labor warranty. Therefore, as long as a Goodcare dealer is used, then you would only be responsible for paying for a service call. Company policy states that we will furnish a new part, however we have gone above and beyond our warranty and also provided an extended labor warranty. The remedy that you are demanding is something that we are unable to meet, as company policy states we do not pay utility bills. However, please submit me the bills that you have paid, along with any repair invoices and I can see if I can make a Goodwill Gesture offer.
Best Regards,
[redacted]
Manager of Consumer Affairs
Ms. [redacted], I do apologize about the problems you have encountered with your unit, however we are showing that this unit was never registered for the 10 year warranty. All Goodman Manufacturing units are shipped out with a standard manufacturer's warranty of 5 years. If the units are registered within 60 days of installation, then the unit would receive a 10 year warranty. You do not pay for the 10 year warranty, however you must register the unit within 60 days of installation to receive this warranty. I am not sure what you are speaking of in regards to losing registrations, as registrations are processed daily.Next, the Compcare Warranty that you speak of is a warranty that only covers the compressor. You do not register for this warranty, this warranty requires that a check/money order be sent to Goodman Manufacturing, along with the paperwork that you have submitted. 1. We never received the paperwork that you have in hand and 2. there was never a payment processed for this warranty as it was never sent in. If you believe you should have this warranty a canceled check would need to be supplied. The units are installed by licensed contractors, however they are not employees of Goodman Manufacturing. I am not sure what you had paid your specific contractor for, as all I can speak to is that your unit was never registered, nor was the Compcare warranty ever received, therefore your unit is out of warranty. Regards, Adam42858Goodman Manufacturing
The only resolution Goodman has given us is turning their back on us..........right from the beginning when it failed to operate on the 1st day!They have carried out nothing but bogus words no actions. And I was always taught actions speak louder than words.Best regards for your company failure in the future![redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11922403, and have determined that this proposed action would not resolve my complaint. Sent: Friday, January 13, 2017 12:51 PM Subject: RE: You have a New Message from Revdex.com Regarding Complaint #11922403 It was as expected considering the quality of their equipment and lack of quality control. I see Goodman refused to respond about the percentage of failed coils, which was also expected since I have to presume that there is a problem. They also refused to comment on their so-called extended warranty program which was never offered. It is clear that this exchange is futile – especially with regard to the above. And you can be assured that we will pass on to all of our home owner friends to avoid the use of any Goodman products. Joseph [redacted]
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.
[Provide details of why you are not satisfied with this resolution.]Apology not accepted if you were truly sympathetic to my cause when we asked for another unit to begin with n it didn't work at all because of the piston/valve being put in backwards you could have resolved it right then n there. From what I understand you knew these a/c n heating units were not top of the line like the information you gave [redacted]. Also you know they do not sell them any longer n haven't since 2010 n the reason is as you well know the service on them was more then they were worth. Like I told you if you would have contacted [redacted] they would have told you that this unit has been garbage since the beginning and it has nickeled n dimed us to death.
You can apologize to the customer all day long that bought these units thinking they were a unit that was reliable n high tech but the purchaser knows better n anyone that I can tell about this "Goodman fiasco" that will lend me their ear or time will definitely know what a unworthy big company you are! Always remember that word of mouth is really your best advertisement-- Shame on you!!
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. Sent: Tuesday, September 12, 2017 4:40 PMSubject: RE: Complaint resolution[...]Goodman has asked for the following information:Model # [redacted]Serial # [redacted]This is the case #[redacted] that Goodman assigned to our case. The person at Goodman that I had been communicating with was Jenny [redacted]. On July 12th I emailed her a PDF with the invoices from Terrell A/C, the local company that installed and serviced the unit. I am attaching another copy of that PDF per the request of Goodman.If there is additional information needed please let me know. Thank you.[redacted]
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. However, what if the leak continues and is an on going issue? Will the unit be replaced?What do you need from me to proceed with the refund of the Freon?
Ms. [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.
In order to properly assess your complaint, could you please provide the serial number of your unit(s)? Also, please attach all invoices of repairs made to the unit, so that I can forward to my technical representatives for review.
Best Regards,
[redacted]
Manager of Consumer Affairs
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10883673, and have determined that this proposed action would not...
resolve my complaint. No attachment was available, can you email it to me [redacted] if that is allowed by Revdex.com. Then I will complete it and send it back, and hope you can then expedite the payment.
Regards,
[redacted] Thomson.
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. From: [redacted] [mailto:[email protected]] Sent: Monday, April 13, 2015 12:28 PM To: drteam Subject: Re: Revdex.com Complaint ID-[redacted] i have previously responded to this request. I have ALL receipts , which are numerous since this system has been a problem for years. I will provide all of them to your rep when he arrives at my house tomorrow, april 14, 10am.Regards, [redacted]
I understand your frustration with the situation, however the warranty has been upheld on this unit.