Mr and Mrs. [redacted], Is there a good contact number, to have a member of management reach out to discuss this matter with you? Goodman Manufacturing
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.]
In the response they gave they said that this was the first problem we have had? In 2008 we purchased a [redacted] Goodman heating n a/c unit from [redacted] [redacted].
We were told at the time it was the "top of the line energy efficient unit (like a [redacted] is next to a [redacted])." Right from the get go when it was installed we had problems it would not Heat/work so [redacted] the seller bought us a cord of wood to keep us warm because we had no heat other than our fireplace. Finally after many service calls they found out that the manufacturer had installed a valve/piston in backwards. From then on all we have had is problems with the unit either the heat didn't work or the a/c didn't cool it has been a constant headache. And on 6/30/2015 the a/c went out again. Since then we have had 3 different tech out ... n you can confirm all that I am saying with [redacted] [redacted]. And this is not first time you have have heard from this address... on 7/3/2015 [redacted] from [redacted] called you because he could not figure out what to do to get our unit running n you told him to put in a start up kit to get our unit running and [redacted] did what you said but this short term Band-Aid lasted 22 days only in temps ranging from 100-108*.Check your records I have mine n when you are at it call [redacted] n get the facts on this fiasco you call a top of the line unit! Oh n btw this unit is not 2 yrs out past the warranty it was bought in 2008 February of that year so we are a few months out of warranty. This unit has a 7 yr warranty--although both of us are sure we were told 10 yrs but that is not important right now. What is important right now is you make good on this lemon we were sold!
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.
In order to properly address your concerns, I would need the serial and model number(s) of your units in question.
[redacted],
I apologize that you are frustrated with Goodman Manufacturing's policies, however we will still be unable to cover the labor cost on your unit. Company policy and the warranty state that labor and Freon is not covered under warranty, but I offered you $300.00 dollars towards the repair of your compressor, which is above and beyond company policy. I will be unable to provide a replacement unit, or cover the full cost of labor. Again, I will offer $300.00 dollars towards the labor, but the offer will not increase.
Regards,
Adam [redacted]
Manager of Consumer Affairs
Mr. [redacted].
I apologize about the confusion and the lack of empathy and attitude that you have experienced in dealing with Goodman Manufacturing. While I do understand your position, company policy dictates that all units must be registered in order to receive the Registered Coverage of 10...
years. I understand that you may have registered your [redacted] appliances, however [redacted] appliance is a completely different company than [redacted] HVAC products. Goodman Manufacturing owns [redacted] HVAC products, however we do not own nor manufacturer [redacted] appliances.
If you are able to supply a registration certificate for your unit, then I would be more than happy to update the warranty coverage, otherwise the unit would be out of warranty. I have attached a copy of the warranty certificate associated with your unit, which clearly defines the terms and conditions of the warranty. The 10 year warranty is not the standard warranty associated with your unit, the standard warranty is 5 years.
Best Regards,
Adam42858
Manager of Homeowner Support
**. [redacted],
Again, I apologize about the trouble with your unit, however our warranty clearly states that we do not cover utility bills. We have made a goodwill gesture and offered $400.00 dollars towards your past expenses. If you are declining our goodwill gesture, then there is nothing further that I can offer. If you need further assistance with locating future servicers, please reach out to Consumer Affairs at [redacted].
Best 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.
The response I received from Goodman is unacceptable. It is the same explanation I was given when I called their consumer affairs department on 2/8. When I was given this explanation, I asked to speak to a supervisor to escalate this issue. I was placed on hold for 10 minutes and then I was disconnected – this happened twice and I was never connected to a supervisor.
Please read my original complaint clearly: I have already done as Goodman requested and contacted the original distributor who sold me the original unit. The distributor explained that since they did not do the repair (they are a plumbing supply store) they cannot process the warranty. My heating and cooling contractor also cannot reimburse me since they have already paid for the part, and I have already paid them for their services. I have absolutely no recourse to recover my Goodman Warranty payment other than for Goodman to issue me a check. When I purchased the unit, it came with a 5 year warranty. It did not specify that the work had to be done by anyone specific in order to be reimbursed. I had no heat in my home and I contacted an emergency service that was available to make the repair. I paid for this service and in good faith I expect Goodman to reimburse me for the cost of the part. I provided Goodman with a detailed receipt, signed by the heating and cooling contractor who did the work.
In August I purchased a 2nd Goodman furnace for my home and given this experience I’m very sorry that I did. If you research Goodman’s warranty policy on the internet you will find many complaints similar to mine as Goodman has tried to create a process by which they do not pay consumers for their warranty repairs.
I am asking that Goodman reimburse me directly for $283.89, the cost for the inducer motor that failed within the 5 year Goodman warranty. If Goodman does not honor the warranty, I will seek out an attorney simply based on the principle of this matter. It is deceptive to the consumer and a breach of the warranty.
[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, I can't even begin to tell you what this labor and installation charge is doing to me. It will set me back months! I trusted your company to sell a reliable product. You have known about this problem since 2007. I think you should do the right thing and quit ignoring your responsibility of manufacturing a faulty furnace. Why was I never offered a labor warranty? It was never even mentioned. Do you even offer one?
I am very sorry about the current situation regarding your Goodman HVAC unit. Per the Goodman Manufacturing Warranty, the unit comes with standard five years parts only warranty coverage. For registering the unit, the original homeowner would receive five additional years...
non-transferable parts only warranty coverage. Registered coverage is only for the original homeowner all subsequent homeowners revert to standard coverage. Goodman Manufacturing
All,Attached is the invoices regarding complaint #[redacted] asked for by the Goodman representative. The attachments in order are the initial replacement, the invoice for the pressure test which found the coil to be defective, and then the replacment of defective coil.Thank you for a timely response.
[redacted]
Dear [redacted],
I apologize for the troubles that you have encountered with your unit. Goodman Manufacturing strives to make only products of the highest quality, however despite careful testing problems can occur. Therefore, Goodman Manufacturing provides an industry best 10 year parts...
warranty, this warranty does not cover labor or Freon. I have attached a copy of the units warranty paperwork, as well as the units claim information. It is important to note that neither of the units have a claimed filed on them, therefore we are not showing that any repair work had been performed. Again, Company Policy states that your warranty is a "parts only", which does not cover labor and Freon. Goodman Manufacturing will continue to honor your parts warranty, however we will be unable to process a refund for the labor and Freon.
Best Regards,
Adam G[redacted]
[redacted] of Consumer Affairs
Mr. and Mrs. [redacted], I understand your concerns you might have with the dealer. However, we here at Goodman Manufacturing do not have licensed or authorized dealers. They are licensed at the local level within states and local municipalities. Again, if you are wanting technical support for your unit this information has been provided to you. The technical representative sent by Goodman Manufacturing will not charge you and will be able to confirm the installation being completed per the installation specs. Goodman Manufacturing
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.] Please clarify what is meant by "supporting our technician".
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.
From: Bob Wells [mailto:[email protected]] Sent: Monday, February 23, 2015 12:55 PM To: [redacted] Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted] This has not been resolved yet. The company has contacted me. I responded am now waiting for their response to my response. [redacted]
Regards,
The Goodman Warranty Policy requires registration within 60 days on installation. Our warranty policy requires registration within 60 days for 10 year registered parts coverage. If not registered within this time frame, units automatically assume a 5 year parts warranty. Within the first year of unit ownership you do have the option to purchase an extended labor and or parts contract for your units. Goodman Manufacturing
Mr. [redacted], We are sorry to hear about the concerned you have had with your unit. We have searched for and found that you have a single warranty claim on each unit. Do you have invoices you can send us documenting the other repairs? You also stated that a claim was in process for a coil,...
that was on back order. If you are able to reach out to Homeowner Support at (877) 254 4729, they should be able to assist you with getting a coil as soon as possible. Goodman Manufacturing
[redacted]I apologize about the problems that you have encountered with your Goodman Manufacturing units. Company Policy is very clear that a unit must be registered within 60 days of installation in order to receive the 10 year "Registered Coverage" warranty. Units that are not...
registered within the 60 day timeframe, are give the "Standard Warranty" of 5 years. I do apologize, however we are not showing that your units were ever registered. If your units are registered like you say, please forward a copy of your registration certificate that shows your units were registered and I will update your warranty accordingly. Otherwise, your unit would be out of warranty, except for the heat exchanger on your furnace. 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. Sent: Monday, June 15, 2015 12:27 PM To: drteam Subject: Re: compliant [redacted] this complaint is still unresolved. goodman's expert identified a part to be replaced. but neither he nor my installer have put it in. the follow through is quite lacking. please cantact the company tofind out the status of this situation. thanks [redacted]
Regards,
Revdex.com:
I ha*e re*iewed the response made by the business in reference to complaint ID [redacted], and ha*e determined that this proposed action would not resol*e my complaint.
That is incorrect. Please check with your company on what's going on. The contractor is actually waiting on goodman. You ha*e made them do se*eral inspections and one of your reps now has to come out and do an inspection. I'*e had the contractor here 4 separate times already because of information goodman is requesting. I deploy in days. You ha*e till Monday.
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.
The contractors who tried to repair are :1) Green air solutions2) Chucks heating and cooling
Regards,[redacted]
Mr and Mrs. [redacted], Is there a good contact number, to have a member of management reach out to discuss this matter with you? Goodman Manufacturing
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.]
In the response they gave they said that this was the first problem we have had? In 2008 we purchased a [redacted] Goodman heating n a/c unit from [redacted] [redacted].
We were told at the time it was the "top of the line energy efficient unit (like a [redacted] is next to a [redacted])." Right from the get go when it was installed we had problems it would not Heat/work so [redacted] the seller bought us a cord of wood to keep us warm because we had no heat other than our fireplace. Finally after many service calls they found out that the manufacturer had installed a valve/piston in backwards. From then on all we have had is problems with the unit either the heat didn't work or the a/c didn't cool it has been a constant headache. And on 6/30/2015 the a/c went out again. Since then we have had 3 different tech out ... n you can confirm all that I am saying with [redacted] [redacted]. And this is not first time you have have heard from this address... on 7/3/2015 [redacted] from [redacted] called you because he could not figure out what to do to get our unit running n you told him to put in a start up kit to get our unit running and [redacted] did what you said but this short term Band-Aid lasted 22 days only in temps ranging from 100-108*.Check your records I have mine n when you are at it call [redacted] n get the facts on this fiasco you call a top of the line unit! Oh n btw this unit is not 2 yrs out past the warranty it was bought in 2008 February of that year so we are a few months out of warranty. This unit has a 7 yr warranty--although both of us are sure we were told 10 yrs but that is not important right now. What is important right now is you make good on this lemon we were sold!
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.
In order to properly address your concerns, I would need the serial and model number(s) of your units in question.
Best regards,
Adam G[redacted]
Manager of Consumer Affairs
[redacted],
I apologize that you are frustrated with Goodman Manufacturing's policies, however we will still be unable to cover the labor cost on your unit. Company policy and the warranty state that labor and Freon is not covered under warranty, but I offered you $300.00 dollars towards the repair of your compressor, which is above and beyond company policy. I will be unable to provide a replacement unit, or cover the full cost of labor. Again, I will offer $300.00 dollars towards the labor, but the offer will not increase.
Regards,
Adam [redacted]
Manager of Consumer Affairs
Mr. [redacted].
I apologize about the confusion and the lack of empathy and attitude that you have experienced in dealing with Goodman Manufacturing. While I do understand your position, company policy dictates that all units must be registered in order to receive the Registered Coverage of 10...
years. I understand that you may have registered your [redacted] appliances, however [redacted] appliance is a completely different company than [redacted] HVAC products. Goodman Manufacturing owns [redacted] HVAC products, however we do not own nor manufacturer [redacted] appliances.
If you are able to supply a registration certificate for your unit, then I would be more than happy to update the warranty coverage, otherwise the unit would be out of warranty. I have attached a copy of the warranty certificate associated with your unit, which clearly defines the terms and conditions of the warranty. The 10 year warranty is not the standard warranty associated with your unit, the standard warranty is 5 years.
Best Regards,
Adam42858
Manager of Homeowner Support
**. [redacted],
Again, I apologize about the trouble with your unit, however our warranty clearly states that we do not cover utility bills. We have made a goodwill gesture and offered $400.00 dollars towards your past expenses. If you are declining our goodwill gesture, then there is nothing further that I can offer. If you need further assistance with locating future servicers, please reach out to Consumer Affairs at [redacted].
Best 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.
The response I received from Goodman is unacceptable. It is the same explanation I was given when I called their consumer affairs department on 2/8. When I was given this explanation, I asked to speak to a supervisor to escalate this issue. I was placed on hold for 10 minutes and then I was disconnected – this happened twice and I was never connected to a supervisor.
Please read my original complaint clearly: I have already done as Goodman requested and contacted the original distributor who sold me the original unit. The distributor explained that since they did not do the repair (they are a plumbing supply store) they cannot process the warranty. My heating and cooling contractor also cannot reimburse me since they have already paid for the part, and I have already paid them for their services. I have absolutely no recourse to recover my Goodman Warranty payment other than for Goodman to issue me a check. When I purchased the unit, it came with a 5 year warranty. It did not specify that the work had to be done by anyone specific in order to be reimbursed. I had no heat in my home and I contacted an emergency service that was available to make the repair. I paid for this service and in good faith I expect Goodman to reimburse me for the cost of the part. I provided Goodman with a detailed receipt, signed by the heating and cooling contractor who did the work.
In August I purchased a 2nd Goodman furnace for my home and given this experience I’m very sorry that I did. If you research Goodman’s warranty policy on the internet you will find many complaints similar to mine as Goodman has tried to create a process by which they do not pay consumers for their warranty repairs.
I am asking that Goodman reimburse me directly for $283.89, the cost for the inducer motor that failed within the 5 year Goodman warranty. If Goodman does not honor the warranty, I will seek out an attorney simply based on the principle of this matter. It is deceptive to the consumer and a breach of the warranty.
[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, I can't even begin to tell you what this labor and installation charge is doing to me. It will set me back months! I trusted your company to sell a reliable product. You have known about this problem since 2007. I think you should do the right thing and quit ignoring your responsibility of manufacturing a faulty furnace. Why was I never offered a labor warranty? It was never even mentioned. Do you even offer one?
I am very sorry about the current situation regarding your Goodman HVAC unit. Per the Goodman Manufacturing Warranty, the unit comes with standard five years parts only warranty coverage. For registering the unit, the original homeowner would receive five additional years...
non-transferable parts only warranty coverage. Registered coverage is only for the original homeowner all subsequent homeowners revert to standard coverage. Goodman Manufacturing
All,Attached is the invoices regarding complaint #[redacted] asked for by the Goodman representative. The attachments in order are the initial replacement, the invoice for the pressure test which found the coil to be defective, and then the replacment of defective coil.Thank you for a timely response.
[redacted]
Dear [redacted],
I apologize for the troubles that you have encountered with your unit. Goodman Manufacturing strives to make only products of the highest quality, however despite careful testing problems can occur. Therefore, Goodman Manufacturing provides an industry best 10 year parts...
warranty, this warranty does not cover labor or Freon. I have attached a copy of the units warranty paperwork, as well as the units claim information. It is important to note that neither of the units have a claimed filed on them, therefore we are not showing that any repair work had been performed. Again, Company Policy states that your warranty is a "parts only", which does not cover labor and Freon. Goodman Manufacturing will continue to honor your parts warranty, however we will be unable to process a refund for the labor and Freon.
Best Regards,
Adam G[redacted]
[redacted] of Consumer Affairs
Mr. and Mrs. [redacted], I understand your concerns you might have with the dealer. However, we here at Goodman Manufacturing do not have licensed or authorized dealers. They are licensed at the local level within states and local municipalities. Again, if you are wanting technical support for your unit this information has been provided to you. The technical representative sent by Goodman Manufacturing will not charge you and will be able to confirm the installation being completed per the installation specs. Goodman Manufacturing
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.] Please clarify what is meant by "supporting our technician".
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.
From: Bob Wells [mailto:[email protected]] Sent: Monday, February 23, 2015 12:55 PM To: [redacted] Subject: RE: You have a New Message from Revdex.com Regarding Complaint #[redacted] This has not been resolved yet. The company has contacted me. I responded am now waiting for their response to my response. [redacted]
Regards,
The Goodman Warranty Policy requires registration within 60 days on installation. Our warranty policy requires registration within 60 days for 10 year registered parts coverage. If not registered within this time frame, units automatically assume a 5 year parts warranty. Within the first year of unit ownership you do have the option to purchase an extended labor and or parts contract for your units. Goodman Manufacturing
Mr. [redacted], We are sorry to hear about the concerned you have had with your unit. We have searched for and found that you have a single warranty claim on each unit. Do you have invoices you can send us documenting the other repairs? You also stated that a claim was in process for a coil,...
that was on back order. If you are able to reach out to Homeowner Support at (877) 254 4729, they should be able to assist you with getting a coil as soon as possible. Goodman Manufacturing
[redacted]I apologize about the problems that you have encountered with your Goodman Manufacturing units. Company Policy is very clear that a unit must be registered within 60 days of installation in order to receive the 10 year "Registered Coverage" warranty. Units that are not...
registered within the 60 day timeframe, are give the "Standard Warranty" of 5 years. I do apologize, however we are not showing that your units were ever registered. If your units are registered like you say, please forward a copy of your registration certificate that shows your units were registered and I will update your warranty accordingly. Otherwise, your unit would be out of warranty, except for the heat exchanger on your furnace. 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. Sent: Monday, June 15, 2015 12:27 PM To: drteam Subject: Re: compliant [redacted] this complaint is still unresolved. goodman's expert identified a part to be replaced. but neither he nor my installer have put it in. the follow through is quite lacking. please cantact the company tofind out the status of this situation. thanks [redacted]
Regards,
Revdex.com:
I ha*e re*iewed the response made by the business in reference to complaint ID [redacted], and ha*e determined that this proposed action would not resol*e my complaint.
That is incorrect. Please check with your company on what's going on. The contractor is actually waiting on goodman. You ha*e made them do se*eral inspections and one of your reps now has to come out and do an inspection. I'*e had the contractor here 4 separate times already because of information goodman is requesting. I deploy in days. You ha*e till Monday.
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.
The contractors who tried to repair are :1) Green air solutions2) Chucks heating and cooling
Regards,[redacted]