Ms. **,
I have reviewed your claim and have found that you did not have 2 coil replacement within a year. You did have one coil replaced, however the other receipt is for annual maintenance and the replacement of a capacitor. A capacitor is not the same part as a coil.
Unfortunately, your unit was never registered, therefore the standard Manufacturer's 5 year parts warranty would apply to your unit. This means that your unit would have been out of warranty in 2013. I apologize, however at this point there would be nothing I could do to assist you.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,I have researched the web and even the Revdex.com's website and found out what a bad company (goodman) is .nothing but complaints about these defective
products.if the Revdex.com gives this sorry company any ratings other than 0,you should be ashamed.apparently you don't care about the public comments.you should be listing all the negative ratings
of this 2 bit defective part making company.please tell me all the products names they build so I could never mistakenly buy anymore.I have always tried to buy american made products when I can but this is one time I regret that.almost $3000 purchase that don't even make 5 years without failing.I hope the Revdex.com will post my comments and review of this product so that other people might benefit from. thanks,disgusted,[redacted].
[redacted],
I am able to offer you $2,500 towards the cost of the repairs. This is being made as a Goodwill Gesture, as I understand that you have encountered a failure. Our warranty covers the parts only and does not cover labor or Freon. Therefore, this offer is being made above and beyond our written warranty. I would also be willing to offer an extended labor warranty that would cover the cost of labor if any failures occur in the future. Please let me know if you accept.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
when we called them they even told us where the unit was replaced before after we bought it under warranty.. That was the serial number that they originally put on the warranty.. We asked them then if it would mess us up on the warranty by the serial numbers being different and they told us not to worry and it had a 10 year warranty on the unit itself and lifetime on the heat exchanger.. They even told us on the phone today that they seen when the unit was purchased there is no cards or anything to fill out for the warranty it was all done over the phone because we tried to log in under their web site and it wouldn't let us register it because it said the unit was already registered.. We called them on the phone and asked them what we needed to do to make sure this was registered for the warranty and they told us nothing it was already done.. Now they are asking for a certification that they were supposed to have sent to us and we have no knowledge of certification.. It would be a little different if we had cards to fill out and send in we could take a copy of but when you do this all over the phone it's not the customers fault that the company doesn't keep proof when called.. When the unit was replaced I had to cuss the out and threaten to take them to court and the unit was brand new.. Never installed.. What's bad about is they told us that they would never stand behind this other unit. I tried to get my money back and everything for it and I couldn't.. I told them off again and they said relax we will cover it and laughed and hung the phone up.. I want this unit fixed and that's all..
Dear 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. As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs.
It appears in 2012 that Goodman Manufacturing offered a labor warranty to cover the costs of any future repairs, which you accepted. Also, I show that Goodman Manufacturing extended your 5 year parts warranty to a 10 year parts warranty. The purpose of the labor warranty is to cover the cost of any future repairs that may happen. The warranty associated with your unit covers parts and labor, not a unit exchange. I am not showing anywhere in our documentation that Goodman Manufacturing stated we would replace your unit; if that is not true then please provide the documentation that you have that states otherwise. Also, please provide any invoices in which you were charged monies toward the repair of the unit.
the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. Unfortunately, the Revdex.com website doesn't have an option to pick from where the merchant is requesting more information. Therefore, that is why I selected "I do not accept the response". In answer to the merchants question, the serial of the A/C unit in question is [redacted]. I was of the understanding due to previous repairs to this same unit, that the warranty was going to be extended to 10 years. That is what the builder of the home had advised the last time I had a problem with this unit. I do appreciate Goodman reviewing my complaint and hopefully will extend the warranty for the unit in question and reimburse the $570.00 I paid out of pocket to repair this unit. I can forward a copy of the invoice if the merchant prefers. Or I can forward the company name and phone number of the repair service I used.Thanks!
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] [redacted], [redacted] [redacted]
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.]They refused to take responsibility for a defect product although there is a lot of evidence online showing this is a defect product.
Regards,
[redacted]
We have spoken on the phone and I have asked that the invoices be submitted to my email address for review. I have also contact our distributor, your contractor, and my parts department to ensure that you get a coil ASAP. Please submit your invoices for review, so I can see...
about refunding you for part of the repairs.
Regards,
Adam G[redacted]
Manager of Consumer Affairs
Goodman Manufacturing has honored the warranty that comes with the unit. Unfortunately, I am unable to provide the resolution you are seeking. We are unable to warranty a product that was manufactured by another party. Please see the attachment, this is the receipt you received for your...
Goodcare Purchase. Thank you, Preston W Goodman Manufacturing
[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. They offered to pay for the repairs. I jus hope they keep their word. How do I get paid? Or collect?
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’m sorry, but he has been a trusted tech for our AC and clearly put the onus on your local rep can you have the local rep process the warranty parts correctly to fix this and get me a refund?
[Provide details of why you are not satisfied with this resolution.]
Regards,
Mr. and Mrs. [redacted],When the duct work is undersized for a unit, failures may not occur right away. However, based on the size of the unit and the size of the ductwork the unit is not installed to proper specifications. Goodman’s warranty to the consumer is to the effect that it will provide a replacement part for any part of a warranted unit that is found to be defective under normal use and servicing. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs, unit replacement, etc. It should also be noted that Goodman is not responsible for improper service and maintenance under the warranty. It appears there was a communication problem and neglect on the part of the consumer. Goodman will continue to honor its warranty, however you will need to work with your local contractor to rectify the ductwork issue. You can also continue to work with Caroline to assist. Regards, Adam42858
[redacted], Thank you for your email. I am sorry to read about the issue with your Goodman HVAC unit. The Goodman Manufacturing warranty applies to only parts under the standard warranty for the first five years after installation. However, the warranty does not cover labor. Being that...
your coverage is for parts only, Goodman will replace any parts needed to repair your unit at no charge, however I am unable to assist in reimbursing labor charges. Thank you,Adam42858Homeowner Support Goodman Manufacturing
Mr. [redacted], After reviewing the paperwork you sent over, we will not be able to assist you with further warranty request. Your paperwork indicated "unit installed by customer and registered by him". This unfortunately voids all future warranty repairs and request on the unit. Please see the attached warranty documentation that informs the homeowner that a licensed contractor must install the units to receive a warranty. This information has been highlighted for you, to find easier. Goodman Manufacturing Homeowner Support
[redacted], Please contact your independently owned contractor. We have not received payment on units that were not manufactured by Goodman Manufacturing. If you are needing further assistance with this issue please contact us as 877 254 4729. Preston WGoodman Manufacturing
Mr. [redacted],
I have sent both your $400 concession letter and your extended warranty agreement to your email at [redacted].
Please sign and return at your earliest convenience.
Thank you,
Steven W[redacted]
Manager Consumer Affairs
Goodman Manufacturing
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.
As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs. Our Limited Warranty covers replacement of a failed part, should a part fail. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc.
Per our Company Policy, we will replace any part that is found faulty, our warranty does not include unit replacements. If you need further assistance, please contact Consumer Affairs at [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. Thank you Goodman for honoring the lifetime warranty.
Ms. **,
I have reviewed your claim and have found that you did not have 2 coil replacement within a year. You did have one coil replaced, however the other receipt is for annual maintenance and the replacement of a capacitor. A capacitor is not the same part as a coil.
Unfortunately, your unit was never registered, therefore the standard Manufacturer's 5 year parts warranty would apply to your unit. This means that your unit would have been out of warranty in 2013. I apologize, however at this point there would be nothing I could do to assist you.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,I have researched the web and even the Revdex.com's website and found out what a bad company (goodman) is .nothing but complaints about these defective
products.if the Revdex.com gives this sorry company any ratings other than 0,you should be ashamed.apparently you don't care about the public comments.you should be listing all the negative ratings
of this 2 bit defective part making company.please tell me all the products names they build so I could never mistakenly buy anymore.I have always tried to buy american made products when I can but this is one time I regret that.almost $3000 purchase that don't even make 5 years without failing.I hope the Revdex.com will post my comments and review of this product so that other people might benefit from. thanks,disgusted,[redacted].
[redacted],
I am able to offer you $2,500 towards the cost of the repairs. This is being made as a Goodwill Gesture, as I understand that you have encountered a failure. Our warranty covers the parts only and does not cover labor or Freon. Therefore, this offer is being made above and beyond our written warranty. I would also be willing to offer an extended labor warranty that would cover the cost of labor if any failures occur in the future. Please let me know if you accept.
Best Regards,
Adam G[redacted]
Manager of Consumer Affairs
when we called them they even told us where the unit was replaced before after we bought it under warranty.. That was the serial number that they originally put on the warranty.. We asked them then if it would mess us up on the warranty by the serial numbers being different and they told us not to worry and it had a 10 year warranty on the unit itself and lifetime on the heat exchanger.. They even told us on the phone today that they seen when the unit was purchased there is no cards or anything to fill out for the warranty it was all done over the phone because we tried to log in under their web site and it wouldn't let us register it because it said the unit was already registered.. We called them on the phone and asked them what we needed to do to make sure this was registered for the warranty and they told us nothing it was already done.. Now they are asking for a certification that they were supposed to have sent to us and we have no knowledge of certification.. It would be a little different if we had cards to fill out and send in we could take a copy of but when you do this all over the phone it's not the customers fault that the company doesn't keep proof when called.. When the unit was replaced I had to cuss the out and threaten to take them to court and the unit was brand new.. Never installed.. What's bad about is they told us that they would never stand behind this other unit. I tried to get my money back and everything for it and I couldn't.. I told them off again and they said relax we will cover it and laughed and hung the phone up.. I want this unit fixed and that's all..
Dear 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. As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs.
It appears in 2012 that Goodman Manufacturing offered a labor warranty to cover the costs of any future repairs, which you accepted. Also, I show that Goodman Manufacturing extended your 5 year parts warranty to a 10 year parts warranty. The purpose of the labor warranty is to cover the cost of any future repairs that may happen. The warranty associated with your unit covers parts and labor, not a unit exchange. I am not showing anywhere in our documentation that Goodman Manufacturing stated we would replace your unit; if that is not true then please provide the documentation that you have that states otherwise. Also, please provide any invoices in which you were charged monies toward the repair of the unit.
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. Unfortunately, the Revdex.com website doesn't have an option to pick from where the merchant is requesting more information. Therefore, that is why I selected "I do not accept the response". In answer to the merchants question, the serial of the A/C unit in question is [redacted]. I was of the understanding due to previous repairs to this same unit, that the warranty was going to be extended to 10 years. That is what the builder of the home had advised the last time I had a problem with this unit. I do appreciate Goodman reviewing my complaint and hopefully will extend the warranty for the unit in question and reimburse the $570.00 I paid out of pocket to repair this unit. I can forward a copy of the invoice if the merchant prefers. Or I can forward the company name and phone number of the repair service I used.Thanks!
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] [redacted], [redacted] [redacted]
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.]They refused to take responsibility for a defect product although there is a lot of evidence online showing this is a defect product.
Regards,
Mr. Thompson,
I will check on part availability.
Thank you,
[redacted] Whitmire
Consumer Affairs
Goodman Manufacturing
[redacted]
We have spoken on the phone and I have asked that the invoices be submitted to my email address for review. I have also contact our distributor, your contractor, and my parts department to ensure that you get a coil ASAP. Please submit your invoices for review, so I can see...
about refunding you for part of the repairs.
Regards,
Adam G[redacted]
Manager of Consumer Affairs
Goodman Manufacturing has honored the warranty that comes with the unit. Unfortunately, I am unable to provide the resolution you are seeking. We are unable to warranty a product that was manufactured by another party. Please see the attachment, this is the receipt you received for your...
Goodcare Purchase. Thank you, Preston W Goodman Manufacturing
[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. They offered to pay for the repairs. I jus hope they keep their word. How do I get paid? Or collect?
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’m sorry, but he has been a trusted tech for our AC and clearly put the onus on your local rep can you have the local rep process the warranty parts correctly to fix this and get me a refund?
[Provide details of why you are not satisfied with this resolution.]
Regards,
Mr. and Mrs. [redacted],When the duct work is undersized for a unit, failures may not occur right away. However, based on the size of the unit and the size of the ductwork the unit is not installed to proper specifications. Goodman’s warranty to the consumer is to the effect that it will provide a replacement part for any part of a warranted unit that is found to be defective under normal use and servicing. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs, unit replacement, etc. It should also be noted that Goodman is not responsible for improper service and maintenance under the warranty. It appears there was a communication problem and neglect on the part of the consumer. Goodman will continue to honor its warranty, however you will need to work with your local contractor to rectify the ductwork issue. You can also continue to work with Caroline to assist. Regards, Adam42858
[redacted], Thank you for your email. I am sorry to read about the issue with your Goodman HVAC unit. The Goodman Manufacturing warranty applies to only parts under the standard warranty for the first five years after installation. However, the warranty does not cover labor. Being that...
your coverage is for parts only, Goodman will replace any parts needed to repair your unit at no charge, however I am unable to assist in reimbursing labor charges. Thank you,Adam42858Homeowner Support Goodman Manufacturing
Mr. [redacted], After reviewing the paperwork you sent over, we will not be able to assist you with further warranty request. Your paperwork indicated "unit installed by customer and registered by him". This unfortunately voids all future warranty repairs and request on the unit. Please see the attached warranty documentation that informs the homeowner that a licensed contractor must install the units to receive a warranty. This information has been highlighted for you, to find easier. Goodman Manufacturing Homeowner Support
[redacted], Please contact your independently owned contractor. We have not received payment on units that were not manufactured by Goodman Manufacturing. If you are needing further assistance with this issue please contact us as 877 254 4729. Preston WGoodman Manufacturing
Mr. [redacted],
I have sent both your $400 concession letter and your extended warranty agreement to your email at [redacted].
Please sign and return at your earliest convenience.
Thank you,
Steven W[redacted]
Manager Consumer Affairs
Goodman Manufacturing
[redacted]
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.
As a manufacturer we will advise you, it is impossible to predict the life of any one part, so we provide a warranty to assist with repair costs. Our Limited Warranty covers replacement of a failed part, should a part fail. This warranty does not cover labor, service charges or any other cost associated with the repair. This warranty does not cover refrigerant, shipping charges, down time, utility costs or replacement of a unit or reimbursement for a part, etc.
Per our Company Policy, we will replace any part that is found faulty, our warranty does not include unit replacements. If you need further assistance, please contact Consumer Affairs at [redacted]
Regards,
Adam G[redacted]
Manager of Consumer Affairs
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.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. Thank you Goodman for honoring the lifetime warranty.